InMoment XI
JUNE 26, 2017
From time to time customer experience managers will hear the following questions from their internal clients: “Is our response rate too low?”; “What can we do to increase our response rate?” or; “Should we provide an incentive for people to respond?” Like many things in research, these relatively simple questions have somewhat complex answers. When.
Alida
JUNE 30, 2017
The auto industry is at a crossroads. Vehicle sales are softening, and car ownership is down, especially among younger consumers. Mobility platforms and car sharing apps are giving consumers more reasons to forego owning a car, especially in urban areas. While the market for on-demand mobility is expected to grow, the market for privately owned cars is predicted to shrink dramatically over the next five to 10 years.
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Customer Bliss
JUNE 27, 2017
Episode Overview. Alice is relatively new to her role at Marks & Spencer, where she is head of customer experience. She’d only been in that about four months (she’s been at the company five years) when we taped this episode, but within the first four months, her action plan is already humming. A lot of my episodes are about the first 90 days or making sure you prove action/get quick wins, and this particular episode is a great example of how exactly to do that.
Beyond Philosophy
JUNE 26, 2017
The past week has been headline after headline of the changes in the retail landscape. As usual, Amazon is causing a lot of the fuss or fanfare, depending on where you sit. Retail shopping must rally itself or retail shopping as we know it could be gone forever. In case you missed it, here’s what happened: Amazon Makes Whole Foods Whole Again. Amazon purchased Whole Foods for nearly $14 billion (with a b) this past week.
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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.
InMoment XI
JUNE 26, 2017
From time to time customer experience managers will hear the following questions from their internal clients: “Is our response rate too low?”; “What can we do to increase our response rate?” or; “Should we provide an incentive for people to respond?” Like many things in research, these relatively simple questions have somewhat complex answers. When.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Peter Lavers
JUNE 26, 2017
When you think of your ideal customer experience, does it include someone telling you, “no,” or “I can’t”? Companies need to train their staff to provide alternative solutions and avoid the easy “no” response in order to create a better customer experience. It can take some effort and imagination, but it is worth it. Problem Solve for a Better Customer Experience.
Heart of the Customer
JUNE 28, 2017
Customer experience (CX) is about change. I wrote about this last week. But there’s a lot of confusion about the best way to create this change. Immature CX practitioners often see themselves there to drive the business. They see their role as being on the outside, there to show the business what the customers really […]. The post Three steps to create customer-focused change appeared first on Heart of the Customer.
Michelli Experience
JUNE 28, 2017
Being raised in an emotionally expressive Italian family, it’s no wonder that I’ve been attracted to the emotional side of business and the importance of “emotional value” in customer experience creation. Over the years, I’ve gravitated toward thought leaders who’ve echo my belief that “all business is personal” and to my view that “behind every purported rational decision lurks a powerful emotional driver.”.
ShepHyken
JUNE 30, 2017
This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. – Shep Hyken. “Consistent innovation is the greatest invention for all generations.”. The breakthrough technologies have swamped the world and it’s the truth that all this change has been enticing for most of us.
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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
Experience Matters
JUNE 28, 2017
As you probably know, Temkin Group spends a lot of time researching and writing about employee engagement. It’s one of our Four CX Core Competencies and a critical component of a customer-centric culture. While our research typically focuses on the work environment that drives employee engagement, that’s only one part of the picture. To fully understand employee engagement, […].
ReviewTrackers
JUNE 29, 2017
There’s no shortcut to creating a great customer experience. It takes a thoughtful strategy, a customer-focused organization, and a design that delivers on your brand promise. In today’s consumer culture, the creation of a great customer experience — and the ability to continue redesigning the experience — gives companies the opportunity to solve problems, improve customer engagement, and build stronger relationships with customers.
Chattermill
JUNE 27, 2017
We analysed customer experience in banking and here's what we found: Part 1 - Established Banks. by Oliver Preece on 28 Jun 2017. customer experience. nps. finance. Here are the most important factors impacting customer experience in finance and how established banks can gain competitive advantage. Banking Insights: Part 1. Customer experience is the new competitive advantage for banks.
Influitive
JUNE 27, 2017
In a noisy world of non-stop ads and content marketing, it has become increasingly difficult for us to trust the brand messages we see. First, buyers place a lower degree of trust in branded content, or anything produced by a company about themselves. According to UK marketing agency Earnest, only 9% of B2B buyers actually.
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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Middlesex Consulting
JUNE 26, 2017
In Part 1 of this post , I talked about the relationship between customer satisfaction and loyalty and introduced the concept of the zone of indifference. This zone is the broad middle ground between top and bottom boxes on a customer satisfaction survey. In this post, I will discuss the relationship between customer experiences and expectations and talk about the zone of tolerance and it’s complement the zone of intolerance.
Forrester
JUNE 27, 2017
CX as a profession is putting a lot of effort into reducing effort (pun intended). With good reason: too many companies make it so hard for customers to do business with them, that customers are super frustrated and give up. But reducing effort is not the road to CX differentiation (see below). Which means companies that want to differentiate their CX need to rethink effort or ease as a CX metric.
Kayako
JUNE 29, 2017
System downtime can hit any online business at any time. And the way you find out about disruptions – a barrage of tweets, emails or chats – isn’t a nice experience. You’re never ready and there’s never an ideal moment to handle system downtime apart from ASAP. It’s Murphy’s Law of ‘ whatever can go wrong, will go wrong’. For many businesses that happened on the 28th February 2017 when AWS had a system outage.
Influitive
JUNE 30, 2017
Dear content marketers: no one believes your brand’s messaging. However, they do believe influencers—we’re talking about pros in your field with whom you’ve established a genuine connection. (Not Kim Kardashian!) But how do you get them to help you spread your message—especially if you don’t have a huge budget to buy their affection?
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
Clicktools
JUNE 29, 2017
by CallidusCloud CX Guest Blogger, Jeannie Walters. ~~~. I discussed why using gaming ideas and peer encouragement and competition could support your overall goals around customer experience in part 1. In part 2, we cover some of the best ways to achieve this. Gamification is really about motivation, rewards and trust! I’m more likely to believe in working towards a reward if I trust it’s going to happen, and I trust the brands offering those experiences to me.
iPerceptions
JUNE 28, 2017
Today, we live in the era of the customer experience. Consumers are empowered by technology and have more choices than ever. To stand out from the crowd, brands need to offer a flawless customer experience. This new paradigm shift is putting pressure on CX professionals to orchestrate a game plan that addresses this important aspect of modern business.
Win the Customer
JUNE 28, 2017
If you’re a business owner feeling frustrated because you can’t seem to stay ahead of costs, you aren’t alone. Some businesses struggle from the start, while others may find some initial success and then find customers turning elsewhere. According to the SBA, about 30 percent of businesses don’t make it past their first 2 years.
ijgolding
JUNE 27, 2017
Picture a room full of strangers at a party you’ve just arrived at, as you walk in there’s one voice you can hear above the rest, bragging about how they have the biggest house, the fastest car, the best job. Are you going to want to talk to that person? No – who wants to listen to somebody talk incessantly about themselves? Unfortunately this is how a lot of businesses talk to the outside world and end up being ignored.
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Kate Nasser
JUNE 28, 2017
Rapport is the artery to the heart of trust on the road to super customer experience. 6 key steps to improve rapport and a validation of what's in it for you and your brand. Inspiration for all from leadership through the front line CSRs. The post Super Customer Experience: Rapport is the Artery to Trust | #CX #PeopleSkills appeared first on KateNasser.com.
NICE inContact
JUNE 27, 2017
When it comes to competitive industries, few rank higher than hospitality. With so many high-end hotel and accommodation options vying for customers these days, the guest experience has never been more critical. Great communication and attention to customer journey goes much farther in garnering return guests and brand loyalty. For Carlson Rezidor , one of the globe’s largest hotel groups with 1,400 properties, including the widely known Radisson brand, creating consistency across all guest rese
Provide Support
JUNE 28, 2017
Customer service journey. It is sometimes said that success in business is less about what you sell and more about how you sell it. While this obviously means that marketing is important, so too is the journey customers go on. After all, even businesses with great quality products will struggle if they provide a poor customer experience. As a result, companies need to make sure they are equipping their employees with the necessary customer service skills to deliver on the elements that truly mat
Avaya
JUNE 28, 2017
“How can we get our customers connected to the right information faster?”. “We can’t forget the importance of convenience.”. “Simplification. We need everything to just be simpler. Is that possible?”. “We have to focus on our transformation journey while also growing our business. It’s not easy.”. “We are excited to embrace bots, AI and even IoT, especially if these technologies can improve our customer and agent experiences.”.
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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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