Experience Investigators by 360Connext
FEBRUARY 2, 2015
'The following is a Best of 360Connext post. As Dr. Phil likes to say, “People do what works.” If it works to ignore loyalty, people will continue to do that. Consider how most business leaders and sales teams are compensated. It’s all about the NEW. New sales, new clients, new customers. Growth in the market meaning more new customers.
InMoment XI
FEBRUARY 3, 2015
Jeff Bezos, CEO of Amazon.com said, “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” While some of us have understood this for quite some time, customer experience (CX) initiatives are.
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Beyond Philosophy
FEBRUARY 5, 2015
'Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendatio
Customer Bliss
FEBRUARY 3, 2015
'We know through social media that customers remember your “hello” and “goodbye.”. Are you deliberate in the memories you deliver at the beginning and ending moments of customer contact? When you map out the customer experience stages, step away from ‘executing tasks’ and focus on the customer experience you want to deliver. To plan reliable delivery, you must know the customer emotions involved in the experience from beginning to end.
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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
FEBRUARY 5, 2015
'The Retail Trends Report from Retail Customer Experience is full of valuable insights on both consumers and retailers and how they’re feeling about the way we are shopping today. The retailers discussed technology and mobile, and concern about subjects like Bitcoin and beacons, but when asked about current operational challenges, their #2 and #3 answers were: 2.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
FEBRUARY 2, 2015
'Music has a unique effect on our brain, especially concerning memory. Apple brilliantly capitalizes on all of them in its holiday ad. When it comes to branding there might be no better way than using music to help a Customer remember your brand promise. Here is the ad, in case you missed it: Part of the reason these studies showed the link is because music activates many centers across the brain, including the emotional ones.
Customers That Stick
FEBRUARY 5, 2015
'Creating great customer experiences and delivering great customer service almost always boils down to one thing: being able to understand the experience of customers — to walk a mile in their shoes and to build a better shoe or create a better walking path with that knowledge. It begins by understanding what your customers are going through, especially when the experience is not a positive one.
Customer Bliss
FEBRUARY 5, 2015
'I was honored to be a part of this ebook, The 2015 Customer Experience Outlook – A Collection of Ideas for the Year Ahead brought to you by Kerry Bodine & Doberman. It’s is a collection of ideas from customer experience authors, designers, and industry leaders. I contributed an article about five competencies for Chief Customer Officers.
InMoment XI
FEBRUARY 3, 2015
Jeff Bezos, CEO of Amazon.com said, “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” While some of us have understood this for quite some time, customer experience (CX) initiatives are.
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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
FEBRUARY 4, 2015
'The most unexpected finding when evaluating Disney’s “magic” recipe for customer experience is the focus on process—the drive and ability to optimize the mundane. One the most surprising facts about the Disney customer experience may just well be the 70% return rate of first time Disney visitors. When you consider the great lengths that individuals and families […].
Beyond Philosophy
FEBRUARY 3, 2015
'Decisions, decisions…we make them all the time about all kinds of things, and many times without even thinking about it. Sometimes, however, decisions take a lot of thinking, after which we may have our doubts about whether we made the right one. Helping your Customers make a decision is an important element in your Customer Experience design. The Consequence of Choice.
Customers That Stick
FEBRUARY 2, 2015
'Technology is an integral part of frontline customer service. From information kiosks to digital signage, from mobile point of sale devices to the customer’s own smartphones; technology is part and parcel of even the most basic face-to-face interactions on the service floor. While much is made of online shopping replacing retail shopping, less is discussed about how online shopping is shaping customer’s expectations in stores.
InMoment XI
FEBRUARY 2, 2015
Voice of the Customer (VoC) integration is a process designed to blend data from surveys, inbound customer communications, social media, and other sources so that managers can develop a comprehensive perspective of the total customer experience. It is a process intended to make all VoC data sources “work together” to furnish insights that could not.
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
FEBRUARY 3, 2015
'If you can’t measure it, you can’t manage it. This is especially critical in managing customer experience in the contact center. This is especially true in the fast-paced contact center environment when mistakes can have far-reaching effects before they are even discovered, and customer service quality can be negatively affected by one bad transaction.
ijgolding
FEBRUARY 3, 2015
'We are living in a world where consumer expectation is changing as rapidly as ever before. New technology is enabling people to do what they want, when they want to do it, wherever they happen to be. We crave speed, simplicity and consistency in our interactions. All around the world, this change in consumer expectation […].
PeopleMetrics
FEBRUARY 4, 2015
'We’ve written about why we think customer experience is the future of branding , and we’ve given you tips for transforming your workplace into one with a customer-centric culture. But let’s back up a bit and talk about your relationship with customer feedback. Because if you want to fix your customer experience, you two should be close. Real close.
InMoment XI
FEBRUARY 2, 2015
Voice of the Customer (VoC) integration is a process designed to blend data from surveys, inbound customer communications, social media, and other sources so that managers can develop a comprehensive perspective of the total customer experience. It is a process intended to make all VoC data sources “work together” to furnish insights that could not.
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
Michel Falcon Experience
FEBRUARY 6, 2015
'What is your company’s key focus?Are you customer-centric? Product-centric? Marketing-centric? Employee-centric?While customer experience must be at the core of your company, it can’t live in isolation from great products or services. This post was inspired after reading a Gary Vaynerchuk post. He explains, within that post, that a great product… Read More».
Win the Customer
FEBRUARY 2, 2015
'The right software can streamline key processes and improve satisfaction. But implementation is the key to impact for your customers and those who serve them. Virtually all companies say that customer satisfaction is their top priority. But the true depth of their commitment can often be measured by how broadly the organization shares responsibility for […].
PeopleMetrics
FEBRUARY 6, 2015
'You''ve got your Voice of the Customer program in place. Your Client or Customer Advisory Board is humming along. You have built a discipline around customer journey mapping. You have the attention and support of leadership for customer experience improvement. So why have your Net Promoter Scores started to plateau? The answer is likely right in front of you.
InMoment XI
FEBRUARY 2, 2015
Voice of the Customer (VoC) integration is a process designed to blend data from surveys, inbound customer communications, social media, and other sources so that managers can develop a comprehensive perspective of the total customer experience. It is a process intended to make all VoC data sources “work together” to furnish insights that could not.
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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,
Bob Hayes
FEBRUARY 2, 2015
Figure 1. Customer Experience Leaders Outperform Customer Experience Laggards. In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. The research helps identify best practices that companies can adopt in their CEM efforts to increase customer loyalty.
Think Customers
FEBRUARY 6, 2015
'We''re all content publishers today due to lower content creation costs (consider the cost of creating HD videos now versus five years ago) and the increasing need to deliver engaging experiences that support customer experience. Multiply this increasing amount of rich media content by an ever-expanding number of channels, regions, and brands, and it''s no surprise global organizations are struggling under a mountain of content.
Andrew Mcfarland
FEBRUARY 3, 2015
'Being flexible with customers is sometimes the difference between winning and losing, between success and failure. This past fall I combined two Texas pastimes. On the way to a Friday Night Football game I stopped at Smokey Mo’s Bar-B-Q. I visited this restaurant as a first time customer because a high school fundraiser for [.].
CX Journey
FEBRUARY 5, 2015
'Image courtesy of Axim2013 Today I''m pleased to share a guest post by Robi Ganguly , CEO of Apptentive. We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year.
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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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