Experience Investigators by 360Connext
JULY 6, 2016
Customer feedback is customer experience gold. That’s why there are transaction surveys, experience surveys, customer interviews, customer focus groups (although you know I’m not a fan) and many, many formal ways to gather feedback and use it to improve the experience. But many customers don’t want to answer your survey questions. They’d rather tweet about […].
Customer Bliss
JULY 5, 2016
Episode Overview. Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. She describes the transformation she is leading for one of the largest national healthcare providers. From assessing the many operations and variations of service to uniting the C-Suite and CEO focus, Natalie walks through her detailed plan with practical advice on how to ensure the work from getting
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Beyond Philosophy
JULY 6, 2016
As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. Three Truths Every Marketer Should Know about CX in China. China is still in the early stages of Customer Experience discovery. China sees us as the thought leadership of Customer Experience.
ShepHyken
JULY 6, 2016
Competitive Strategy. What is one of the most valuable commodities in the world? Time! There is an old saying that goes something like this: “If you build a better mousetrap, the world will beat a path to your door.” This is often attributed to Ralph Waldo Emerson and the concept of a better mousetrap is a great metaphor for a reason to continuously innovate.
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Amity
JULY 7, 2016
These days, customers expect a lot from businesses. Simply offering a great product or service at a competitive price isn’t enough. You need to go beyond that to really stand out from your competitors and bag yourself a loyal customer. Great customer service is a start, but you need to make your clients feel like you are on the same team. You need to take them from being a mere customer and transform them into a “partner” of your business.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JULY 5, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. What makes this question so profound, and so pivotal, in customer experience optimization today is that every aspect of value delivery is at play. Further, it should be understood that all stakeholders are keenly aware of when humanity is being practiced by an organization and when there is an insufficiency or an absence of same.
ShepHyken
JULY 4, 2016
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 3 Tips for Using Twitter as a Customer Service Tool b y Joe Wadlington. (Hootsuite) Want to learn how to better engage with existing and potential customers on Twitter?
Middlesex Consulting
JULY 4, 2016
No one can say, “I am a Service Manager” without having read (and maybe saved) at least one article, blog post, or LinkedIn Pulse piece about employee engagement. (A Tweet does not count.). The reason this topic is so important is because there is a well-established link between employee engagement and customer satisfaction. You can easily understand that if customer-facing employees are not engaged, their interactions with customers will be mechanical, dispassionate, and will not en
Experience Matters
JULY 6, 2016
We just published a Temkin Group report, State of Employee Engagement Maturity, 2016. 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. As engaged employees are critical assets, it’s not surprising our data shows that customer […].
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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
Amity
JULY 8, 2016
The Customer Success cat is out of the bag. There can be no doubt about the direct correlation between Customer Success and the long-term success of SaaS companies. There are calculations and strategies , analyst research , reports and findings , and numerous compelling blog posts – enough supporting evidence to motivate even the most skeptical C-suite.
ShepHyken
JULY 5, 2016
Dan Gingiss on How to Leverage Social Media to Create a Better Customer Experience. Shep Hyken discusses social customer care with Dan Gingiss, head of digital marketing for a Fortune 100 healthcare company, expert on social media & social customer care, and co-host of the “Focus on Customer Service” podcast. Dan shares his thoughts on the impact that social media is having on customer service and provides tips on how to deliver a better customer experience by using social media.
Think Customers
JULY 5, 2016
One of the most infuriating things for customers is when they are hit with hidden or unexpected fees. Prime examples include being slapped with a double ATM fee for a cash withdrawal (the fee charged when you use an out-of-network ATM and then the penalty that your own bank imposes). Or when a hotel charges separate WiFi fees for each device that's used.
Michelli Experience
JULY 5, 2016
While I have many mentors when it comes to business success, branding, and customer experience delivery, seldom do I look to actors or actresses to give me wisdom in these areas. Recently, however, I was taken aback by the succinct and powerful branding perspective offered by Will Smith. Will Smith started his career as a rapper in the late 1980’s, later starred on the television series The Fresh Prince of Bel-Air, and went on to a blockbuster movie career with films like Independence Day
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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CX Journey
JULY 7, 2016
Today I'm pleased to share a guest post by Vit Horky of Brand Embassy. Isn’t science awesome? As Bill Nye said, the great thing about it is that it’s true, whether you believe it or not. That’s why I’m so excited about the new research showing that our decisions are guided by emotions in ways we never imagined. This has the potential to completely revolutionize the way we think about customer service.
ShepHyken
JULY 8, 2016
This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. It is so important for employees to feel that they can make good customer focused decisions in every situation. – Shep Hyken. The key is to set realistic customer expectations, and then not to just meet them, but to exceed them— preferably in unexpected and helpful ways.
Eptica
JULY 8, 2016
Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. Author: Chris Eideh Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully. So, McKinsey’s recent US Customer Sentiment Survey should be required reading for anyone involved in customer experience.
Magellan Solutions
JULY 5, 2016
One of the reasons why some companies refuse to outsource is because they believe they will lose their sense of control on the project. Contrary to what they think, outsourcing does not translate to relinquishing control of your company’s standards or giving up your business identity. Here are the ways on how you can ensure your business values are preserved when you outsource an inbound call center service.
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
Think Customers
JULY 3, 2016
Companies today are swimming in data that, if properly leveraged, could be used strategically to drive the business forward. The problem is that Big Data's sheer size overwhelms most marketers. To make businesses more agile, companies should first focus on their small data and look at it as an opportunity to find insights in new places. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Amity
JULY 7, 2016
These days, customers expect a lot from businesses. Simply offering a great product or service at a competitive price isn’t enough. You need to go beyond that to really stand out from your competitors and bag yourself a loyal customer. Great customer service is a start, but you need to make your clients feel like you are on the same team. You need to take them from being a mere customer and transform them into a “partner” of your business.
Eptica
JULY 6, 2016
Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Author: Steve Nattress Customers are increasingly demanding about the levels of service that they receive from brands. Given this pressure, along with the need to operate as efficiently as possible, how are contact centers evolving to meet changing needs?
Calabrio
JULY 5, 2016
When it comes to delivering excellent customer service, most people would say the cable industry isn’t exactly a shining example of customer satisfaction. Historically, their reputation in this arena has been acceptable at best, and more often described as “nightmarish.” So if you’re wondering what you could possibly learn from reading this—don’t worry, I’ll explain.
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Maz Iqbal
JULY 2, 2016
If you want to attract customers then you must have something that pulls customers to you. If you happen to be in the business of selling fine chocolates then good service is necessary but insufficient. In the fine chocolate business the ‘product’ matters. By ‘product’ I mean both the quality (taste) of each chocolate and … Continue reading "Mary: What Kind of a Difference Does Generosity Make?".
Amity
JULY 7, 2016
These days, customers expect a lot from businesses. Simply offering a great product or service at a competitive price isn’t enough. You need to go beyond that to really stand out from your competitors and bag yourself a loyal customer. Great customer service is a start, but you need to make your clients feel like you are on the same team. You need to take them from being a mere customer and transform them into a “partner” of your business.
Heart of the Customer
JULY 7, 2016
We often get calls from organizations who want to hold a journey mapping workshop, but have no time or budget for research. Our willingness varies depending on what the client is looking to accomplish. There are times when a workshop is absolutely the best journey mapping methodology – and times when it’s a train wreck. […]. The post The best (and worst) uses of journey mapping workshops appeared first on Heart of the Customer.
Customer Enthusiast
JULY 8, 2016
A colleague recently asked for my opinion regarding the skills that customer service representatives (CSRs) need the most help with. I qualified my response by saying that it assumes CSRs already possess a positive attitude and a willingness to expend discretionary effort in the moment of choice. If they lack these qualities, although capable of consistently executing the mandatory job functions for which they are paid, no amount of skill development will enable them to consistently delight cust
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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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