Experience Investigators by 360Connext

JULY 31, 2015

It was supposed to be a routine, but necessary, appointment… At my son’s physical, we noticed a weird thing and were referred to a dermatologist. (I’m happy to report there is nothing wrong.) But this is not the story of the actual medical diagnosis. This is the story of what’s wrong with how patients are […]. The post A Shot in the Arm for the No Good Healthcare Experience appeared first on Customer Experience Consulting.

Healthcare 304

Healthcare Reference Consulting Customer Experience 304

Beyond Philosophy

JULY 30, 2015

Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Why? Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. The message you send will communicate how you are as an organization.

Customer Experience 159

Customer Experience Hotels Airlines Customers 159

Customer Bliss

JULY 30, 2015

How purposeful is your company in working together to determine the experience it delivers to customers? All too frequently the customer experience is the unplanned collision of deliverables between silos. An experience that’s knit together through the life cycle isn’t really thought through. These efforts fall prey to being inwardly focused definitions of contact points by the silos.

Customer Experience 199

Customer Experience Definition Customers 199

Experience Matters

JULY 30, 2015

How people feel about what they are doing (intrinsic motivation) is a key to sustaining their focus, energy, and commitment. One of the ways for companies to tap into this intrinsic motivation is to find ways for employees to feel as if they are contributing to the organization’s success (which is consistent with lessons from positive psychology ).

Engagement 134

Engagement Customer Experience Customers 134

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Win the Customer

JULY 28, 2015

By leveraging millennials common characteristics of honesty, confidence, and passion, your organization can make the leap in customer experience and take it to the next level. Being a millennial is a strange experience in today’s world. On one hand, you’ve got many people from previous generations hating on you for being an unrealistic, arrogant dreamer.

Customers 122

Customers Customer Experience Culture Customer Service 122

Customer Bliss

JULY 28, 2015

Chief Customer Officer 2.0. My gift to you, download the first chapter of my new book. Managing customers as assets is about simple customer math: Incoming Customers minus Outgoing Customers = Net Growth or Loss. Read More: Customer Math is the First Step in Customer Experience Reliability. The post Leaders Must Care about Customer Loss & Growth appeared first on Customer Bliss.

Chief Customer Officer 185

Chief Customer Officer Download Books Customers 185

PeopleMetrics

JULY 31, 2015

If you can tell, we’re fans of using feedback in your customer experience strategy. It helps you gain perspective. It helps you keep tabs on your experience. It gives you emotional snapshots of your company’s touchpoints. However, when thinking about collecting feedback on the customer experience, we can limit ourselves to considering feedback from customers.

Feedback 118

Feedback Customer Experience Customer Centricity Banking 118

Andrew Mcfarland

JULY 28, 2015

Too many customer experience (CX) initiatives never get funded because they miss the point. Too many people mistakenly advocate for improving the customer experience, enhancing customer service or boosting customer satisfaction. To get traction in your organization, you’ll have to make the conversation about business value. By avoiding the business value of CX initiatives, [.].

Customer Satisfaction 97

Customer Satisfaction Customer Service Customer Experience Customers 97

Experience Matters

JULY 28, 2015

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2015. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets for any customer experience effort. Our research of more than 200 large companies shows that front-line employees are the most engaged, while back office employees are often neglected in employee engagement efforts.

2015 97

2015 Engagement 2014 Download 97

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

Think Customers

JULY 30, 2015

Facebook knows who you are. LinkedIn knows where you work. It's increasingly difficult though to tell the difference between LinkedIn and Facebook with both sites offering many of the same functions. This is a problem for LinkedIn in particular as it alienates its core user group of professionals and undermines the site's value. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Blog 100

Blog Social Media Customer Engagement Engagement 100

Maz Iqbal

JULY 31, 2015

Perspective. If we are to improve the performance of human worlds (couple, family, neighbourhood, team, department, business, nation…) perspective taking is essential. It occurs to me that the simplest form of perspective taking is attentive-receptive listening to those who find themselves embedded in the human world that one is interested in.

Retail 85

Retail Customer Experience Customers Engagement 85

Provide Support

JULY 28, 2015

Transforming customer service at a small business. Limitations offer the biggest challenges to us, but at the same time they are the best boosters of creativity and inspiration. We all know that a distinguishing feature of almost every small business is their limited resources. There are not enough people, not enough budget to implement great ideas and purchase professional customer service tools.

Customer Service 84

Customer Service Social Media Interaction Customers 84

Tricia Morris

JULY 31, 2015

A newly-released 2015 U.S. State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that customer service expectations, as well as views around the importance of customer service, are on the rise. In addition, customer service channel preferences, expectations and uses are changing. The infographic below highlights some of the key statistics every customer-centric brand and organization will be interested in.

2015 108

2015 Customer Service Customer Centricity Download 108

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

Think Customers

JULY 28, 2015

I read a Wired article over this past weekend that really struck a chord. The article referenced a recent speech given by U.S. presidential candidate Hillary Clinton at New York University's Stern School of Business who argued that undue earnings pressures on executives at public companies are suppressing wages and having a detrimental effect on innovation and long-term growth opportunities among U.S. companies.

Customer Experience 85

Customer Experience Article Blog Innovation 85

CSM Magazine

JULY 31, 2015

Find out how your customers view the service they receive and you will be able to deliver that little bit extra. Do you know what your customers think about your business? What is their view of the service they receive? Are you listening to your customers? Are you putting your customers first? Have you looked at your business from your customers’ perspective?

Customers 77

Customers Feedback Customer Service Communication 77

Myra Golden

JULY 29, 2015

It turns out I am pretty amazing in the kitchen. A few weeks ago I made caramelized veggie skewers with herby couscous. It was amazing. Like, slap your mama good. On Saturday afternoon while my husband and son played NBA2K on PS4 and my daughter danced with her earphones blasting, I had my own fun by making crispy citrus tofu with smoky black beans, mango salsa and farro.

Loyalty 72

Loyalty Travel Customers Customer Experience 72

Amity

JULY 28, 2015

So you’ve landed a new customer. Congratulations! Guess what? You are now in a race against time to demonstrate your product’s initial value. Customer success managers, minimize time to first value—reduce churn. Once you’ve completed the normal administrative tasks to activate your customer, the clock starts ticking. In the SaaS subscription world of outcome-driven, recurring revenue, that means let the coaching begin!

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Customer Success Measurement Consulting Customers 60

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center

Think Customers

JULY 28, 2015

Everywhere you turn, it seems there's another "connected" device that promises to make your life easier. But, while these gadgets continue to breathe life into the Internet of Things (IoT) movement, consumers are increasingly wary of how widespread adoption will impact their daily lives. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Brands 91

Brands Blog Consumers Connections 91

CSM Magazine

JULY 29, 2015

According to analysts, 89% of companies expect to compete mostly on the basis of customer experience by 2016, compared with only 36% five years ago. This incredible jump indicates just how exponentially the importance of customer experience has grown and highlights how making customer experience count is absolutely critical to all businesses cross any vertical market.

2015 69

2015 Marketing Customer Experience Multi-Channel 69

Heart of the Customer

JULY 29, 2015

When I was a kid, my rural Iowa hometown got a new radio station. It wanted to be a radio station for everybody, so it would play one song from the eighties, then one from the seventies, the sixties, and so on. The theory was clear: if you play something for everyone, everyone will be […]. The post A bad customer experience is like an Iowa radio station appeared first on Heart of the Customer.

Customer Experience 79

Customer Experience Customers Culture 79

Steve DiGioia

JULY 30, 2015

This original article was written by Steve DiGioia. A great customer experience is like a hamburger…it comes in 4 parts. Each part cannot stand alone, all must work together to complete the experience. ►That’s Ok, you can share this photo with your friends. Please just tell them you found it here. The post The Customer Experience Hamburger appeared first on Steve DiGioia and was written by Steve DiGioia.

Customer Experience 63

Customer Experience Customers Article Customer Service 63

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Measurement

InMoment XI

JULY 30, 2015

“We’ll take the steak knives” tweeted JetBlue airlines in response to my inquiry. On Friday, July 25th at precisely 8:44am I invited all the major U.S. airlines into animpromptu Twitter response time contest. It went like this… Hey @AmericanAir @united @Delta @SouthwestAir @JetBlue @AlaskaAir. First to respond gets bragging rights. 2nd steak knives. 3rd u.

Airlines 401

Airlines Article 401

CSM Magazine

JULY 27, 2015

Learn how to handle customer complaints the right way and turn a bad experience into one that will result in a long lasting customer relationship. Not everyone that deals with your firm is going to be happy with your product or service. Handling customer complaints properly can help you deal with the issue at hand, while giving you the opportunity to retain the customer.

Customers 86

Customers Customer Relationships Customer Service Management 86

Uniphore

JULY 29, 2015

Richard Snow, VP & Research Director of the Ventana Research's Customer and Contact Center Research practice, discusses the need to deliver a consistent, continuous and contextual customer experience both within and across multiple communication channels.

Omnichannel 58

Omnichannel Customer Engagement Engagement Contact Center 58

Steve DiGioia

JULY 27, 2015

This original article was written by Steve DiGioia. We all have read, or written, about the lack of quality customer service in today’s marketplace. Whether it’s because of lack of staff training, poor morale, changing work ethics or a multitude of other reasons, it is a fact that service has changed. It’s even hard enough to get a positive response or recognition from […].

Article 84

Article Customer Service Customers 84

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Customer Engagement