Experience Investigators by 360Connext
JULY 15, 2015
The following is a Best of 360Connext post. I’m always amazed when organizational leaders don’t recognize the significance of the small things. They say things like “one comment isn’t going to hurt us” or “ anecdotes are mostly irrelevant.” Big data is definitely useful in guiding the big decisions, but please do not ignore the little things!
InMoment XI
JULY 16, 2015
This post comes from chapter 14 of MaritzCX’s new book Customer Experience is Your Business. Download the free ebook here. Focus on Results: Global Expert Q&A How can CX programs serve both the needs of a global HQ and the needs of individual markets? The phrase “Think global: Act local” is easy to say.
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Customer Bliss
JULY 14, 2015
The five competencies connect customer experience to business growth, unite leaders on customer priorities, and shift your business focus to earning the right to grow by improving customers’ lives. This is an audit I conduct with my clients at the beginning of each coaching engagement to determine how much work has been completed in each of the five competencies.
Beyond Philosophy
JULY 14, 2015
Sometimes we have a relationship we think is good, but it really isn’t. It’s true in friendships, marriages, and yes, even business relationships. There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot than you think. Many of the things that make personal relationships fail make your relationship with Customers one-sided.
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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.
Experience Investigators by 360Connext
JULY 13, 2015
The following is a Best of 360Connext post. Humans like things that make sense. Math. Logic. GPS Directions. Customer journeys are often represented in the same way. The sales funnel is so simple, in theory. We put the many prospects in the top, they travel willingly and orderly through the funnel, and POP! They exit into a converting customer. Bravo!
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Win the Customer
JULY 11, 2015
To design and deploy services, it’s crucial to have both customer experience journey maps for vision and customer service blueprints for process development. In a recent post, the team at Cooper dove into the differences between customer experience journey maps and customer service blueprints. Customer experience and customer service often are used interchangeably, but the […].
Beyond Philosophy
JULY 16, 2015
When you hear a person (read Customer) sigh, what do you think they are communicating? Is it sadness? Frustration? Exhaustion? All three? Chances are, it’s a subconscious communication of many things, including all of the above. It’s important to identify what nonverbal clues like a sigh communicates—whether you are the one that heard it or the one that is doing it.
Experience Matters
JULY 13, 2015
As part of our ongoing research around all aspects of employee engagement , we examined the things that people look for in a new job. No surprise, compensation is a key item. But it’s not at the top of the list. As you can see in the chart below which is based on a study of 5,000 U.S, employees, people are most interested in finding a job that has flexible work hours.
InMoment XI
JULY 16, 2015
This post comes from chapter 14 of MaritzCX’s new book Customer Experience is Your Business. Download the free ebook here. Focus on Results: Global Expert Q&A How can CX programs serve both the needs of a global HQ and the needs of individual markets? The phrase “Think global: Act local” is easy to say.
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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
Win the Customer
JULY 13, 2015
We’ve all experienced bad customer service. Think of the feeling that was left in us (much like a bad first date). It’s not pleasant. And if you have too many, you’ll quickly develop a poor reputation with those you need the most, your customers. Have you ever been on a date in which you did […].
Michel Falcon Experience
JULY 17, 2015
Ready to start learning right away? Learn 28 strategies for improving your company’s customer experience today by reading my free ebook. Download it for free by clicking here.Disclaimer: Just a heads up. This is a 2,500 word article with statistics, best practices, and tangible learning. If you’re not serious about… Read More». The post 5 Secrets Entrepreneurs Can Use to Achieve Massive Growth (Regardless of Budget or Industry) appeared first on Michel Falcon Customer and Employee Experien
Think Customers
JULY 12, 2015
With Millennials and Generation Z increasingly turning to social and digital channels to engage with companies, marketers must up their digital marketing game. So many, however, are just trying to keep pace with their current programs and initiatives that they don't often find time to introduce new strategies or improve upon what's in place. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Heart of the Customer
JULY 16, 2015
At Heart of the Customer we focus almost exclusively on journey mapping. So when a new customer calls, it often surprises them when we ask them whether they really want a journey map. Because sometimes an experience map is a better fit. It takes us a surprisingly long time to work through what we should […]. The post Do you really want a journey map?
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.
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Win the Customer
JULY 12, 2015
How we can inspire and empower ourselves to go above and beyond when it comes to our customer service experience duty? Anyone can do the bare minimum. Anyone can do enough to satisfy. Everyone does just enough and that’s the problem of customer service experience today. Too many are content with just enough and lack the […].
Tricia Morris
JULY 13, 2015
In the newly-published 2015 U.S. Multichannel Customer Service Report from Microsoft Dynamics CRM and Parature, from Microsoft, 92% of consumers surveyed said they now expect brands and organizations to offer a customer self-service support portal. And while many brands and organizations do have an online self-service offering, it’s not been built with customer ease in mind.
Think Customers
JULY 14, 2015
One of the mantras echoing across businesses these days is the need for organizations to become data-driven. And for good reasons. Senior executives and other knowledge workers who use analytics tools against a wide range of data sources can gain deeper insights into customer behaviors and preferences as well as operational and market trends - and not simply rely on their gut instincts for decision making.
PeopleMetrics
JULY 14, 2015
PeopleMetrics is proud to recognize its fifth-annual Brand Ambassador Award Winners. These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers. Winners of the 2015 Award are: Jen Beier of 1st National Bank. Brian Hecker, Partner at Crowe Horwath LLP.
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
Win the Customer
JULY 14, 2015
Customer testimonials are an effective marketing technique, and they generate ample selling power. But why are they so effective as customer experience enhancers? Testimonials and real life case studies from real customers build trust. These proofs of product and service are unbiased and, most of all, they are not salesy because they are written by real […].
Customer Enthusiast
JULY 16, 2015
The following post contains a recent interview by Erica Marois of ICMI : 1. In your book you mention that 80% of companies claim to provide superior service, while only 8% of customers agree. Where are companies missing the mark? Too many companies focus exclusively on teaching their employees WHAT to do (imparting job knowledge) and HOW to do it (developing job skills), but neglect any reference to WHY they are doing it (conveying job purpose; employees’ highest priority at work).
Think Customers
JULY 14, 2015
Customer experience has always served as the primary foundation for customer success. However, as this key differentiator becomes increasingly critical throughout today's competitive market, many brands have begun to establish dedicated customer success teams that are specifically tasked with creating the most engaging experiences possible. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Maz Iqbal
JULY 14, 2015
I hear you. I hear you say that you (as an organisation) are customer friendly. I hear you say that you (as an organisation) have a strong customer orientation. I hear you say that you (as an organisation) are committed to delivering great customer service. I hear you say that you (as an organisation) deliver … Continue reading The Customer Speaks: Customer-Centricity Through The Eyes Of The Customer.
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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,
Win the Customer
JULY 16, 2015
The problem with customer satisfaction is that while simply satisfying customers is a requirement for existence, it does nothing to help an organization differentiate and grow. Every day there are chances to win new customers or to win back past customers. Internally, it’s about documenting and sharing this latest experience across the rest of the organization […].
Experience Matters
JULY 14, 2015
Customer journey mapping is a valuable tool, but Customer Journey Thinking can change your culture. Watch this short Temkin Group video to find out more… The bottom line : Your customers are on a journey, help them.
Think Customers
JULY 16, 2015
You might have seen a recent blog by Tony Cosentino on how "Big Data Analytics Will Displace Net Promoter Score (NPS) for Measuring Customer Experience" because "NPS is prone to error, lacks a causal link with financial metrics, and lacks actionable data." And while Tony's blog highlights a critical issue in CX measurement, it only tells part of the story.
Forrester
JULY 13, 2015
Over the weekend I read the manuscript for Don Pepper's upcoming book, Customer Experience: What, How, and Why Now. Because Don is a talented writer, and because I love customer experience, it wasn't hard for me to start reading it. It was, however, hard to stop reading it. If you're also into customer experience you'll no doubt have a similar reaction when it comes out.
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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.
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