Alida

AUGUST 8, 2016

The following is an excerpt from Winning the Research Revolution , an e-book exploring how technological changes pose both a threat and an opportunity for the world of research. Get your copy of the e-book and catch Ray Poynter’s presentations at the 2016 Customer Intelligence Summit to learn more. In my upcoming presentations at the 2016 Customer Intelligence Summit in Chicago and London , I’ll be sharing actionable tactics on how to thrive as a modern market researcher.

2016 174

2016 Marketing Insights Presentation 174

InMoment XI

AUGUST 9, 2016

Big Data is back on the corporate agenda. I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. In 2013 IBM reported over 2.5 exabytes of data were created every day; by 2014 this was 2.3 zettabytes. View Article

2016 249

2016 2013 2014 Customer Experience 249

Experience Investigators by 360Connext

AUGUST 11, 2016

Quality is an interesting word. We toss it around when discussing products, describing them as “high quality” or lacking it altogether. But what really is the meaning of quality? According to the dictionary, here is the definition. character with respect to fineness, or grade of excellence: food of poor quality; silks of fine quality.” ” OR “high […]. The post What is the Meaning of Quality to Customers? appeared first on Customer Experience Consulting.

2016 146

2016 Definition Consulting Loyalty 146

Customer Bliss

AUGUST 11, 2016

Personally, I mostly tend to respect MBAs when they enter a business. There are dangerous elements to what we teach MBAs , yes — it’s possible to create a culture where everyone is trying to “make the quarter,” and that’s not necessarily the best recipe for long-term growth — but in general, MBAs are smart, capable people. Here’s the issue, however: MBAs are still taught via older business models, for the most part.

2016 141

2016 Roadmap Books Document 141

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Win the Customer

AUGUST 10, 2016

We’ve all heard the all saying that “the customer is always right”, but is the customer really always right? Of course! Here are four reasons why: The Customers Make the Business. One reason that many businesses still go by the “customer is always right” standard is that they know how important their customers are. A business without customers is just a group of people pitching a product to deaf ears.

2016 128

2016 Loyalty Financial Management 128

Experience Investigators by 360Connext

AUGUST 9, 2016

A client was really excited to share something: “We have finally done all our process maps!” ” She was the newly appointed customer service director, and she had heard mapping was important. Several months later, and they had stacks of pages of process flows outlining what they believed to be the processes which interacted with customers. […]. The post Your Process Flows Don’t Know Jack! appeared first on Customer Experience Consulting.

2016 110

2016 Customer Journey Mapping Consulting Interaction 110

ShepHyken

AUGUST 12, 2016

This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position. Shep Hyken. For those on the front lines of customer service, perhaps the only constant is variability. Few customer service interactions are exactly the same.

2016 88

2016 Blog Customer Service 2015 88

OpinionLab

AUGUST 12, 2016

In today’s web space, you have an arsenal of applications at your disposal to help you measure, diagnose and improve customer experience. And, almost all clients I work with don’t shy away from using the “next great thing” to hit market. I’m willing to bet you’re currently running at least one analytics tool, a session replay tool, a VoC tool as well as a market research tool on your web platform.

2016 84

2016 Feedback Metrics Events 84

InMoment XI

AUGUST 12, 2016

Over the last few weeks, I’ve had to make a couple of calls to one of those companies that we all use and do not have to call very often. It doesn’t really matter which company it was or what industry, as the experience is universal. In this short space, I’m going to talk about one of. View Article

2016 200

2016 Customer Experience Article Customers 200

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Beyond Philosophy

AUGUST 10, 2016

There is a shift in power for Telecoms in the Asia Pacific region toward the consumer. It parallels a shift in the overall mindset of consumers in this area, one of a more commanding and capricious customer. In other words, the Customer Experience matters here more than it did even a couple of years ago. Are you ready?

2016 106

2016 Wireless 2002 Consumers 106

ShepHyken

AUGUST 10, 2016

Brand Promise. Every once in a while I jokingly will say the motto of a company who gives me bad customer service is: We’re not happy until you’re not happy. There are certain industries that this seems to be especially true. People complain and joke about some of their experiences with government agencies. Or, how about the reputation of the cable TV industry? It’s hard to shake off a reputation for bad service that has been going on for years – although they do seem to be getting better.

2016 86

2016 Airlines Customer Service Training Customer Focused 86

transcosmos Information Systems

AUGUST 8, 2016

Regardless of size and industry, businesses should make IT infrastructure management one of its top priorities, especially in today’s highly digitized world. In a survey by Fuse Technology Group , small business continues to increase their future investments in terms of IT infrastructure, specifically in business management software (50 percent), data analytics (43 percent), mobile devices (37 percent), social media (36 percent), and cloud computing (34 percent).

2016 80

2016 Information 2011 2010 80

InMoment XI

AUGUST 12, 2016

Over the last few weeks, I’ve had to make a couple of calls to one of those companies that we all use and do not have to call very often. It doesn’t really matter which company it was or what industry, as the experience is universal. In this short space, I’m going to talk about one of. View Article

2016 200

2016 Customer Experience Article Customers 200

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Customers That Stick

AUGUST 8, 2016

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog customer-service-training

Customer Service Training 87

Customer Service Training 2016 Customer Service Customers 87

ijgolding

AUGUST 12, 2016

The truth – something most humans would HOPE they are surrounded by, yet in reality are rarely exposed to. From politicians; to acquaintances (and sometimes friends); to family – the majority of people in the world will regularly be either the deliverer or receiver of a white lie.

2016 74

2016 Fashion Definition Financial 74

Beyond Philosophy

AUGUST 8, 2016

Right now, people from all over the world are leaving their schedules, their responsibilities, and their diets at home and getting away for much-needed rest. If they show up at your registration desk/exit row/car counter/hostess stand, how are you going to be deliberate about creating a great moment in their Customer Experience? Or will you be too busy to anticipate their needs? With all this demand (and who can argue that customers can be demanding?),

2016 105

2016 Hotels Entertainment Airlines 105

InMoment XI

AUGUST 9, 2016

Big Data is back on the corporate agenda. I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. In 2013 IBM reported over 2.5 exabytes of data were created every day; by 2014 this was 2.3 zettabytes. View Article.

2016 200

2016 2013 2014 Customer Experience 200

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Customers That Stick

AUGUST 11, 2016

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Video

2016 74

2016 Customer Experience Customers Customer Service 74

PeopleMetrics

AUGUST 10, 2016

We work with a number of banks and credit unions, all of which are committed to using customer feedback to deliver a great customer experience. We recently aggregated data from across all of our clients to see what we could learn about overarching trends in banking customer experience. Here are five highlights from the study, which you can download in full here. #1: 1: Customers are reporting positive experiences.

2016 64

2016 Banking Insights Download 64

ShepHyken

AUGUST 9, 2016

Bob Thompson Talks About. How to Improve Customer Loyalty. Shep Hyken speaks with Bob Thompson, speaker, author and CEO/founder of the research and publishing firm CustomerThink, about his latest book, “Hooked on Customers: The Five Habits of Legendary Customer-Centric Companies.” Bob also shares some best practices for customer service and what is necessary to ensure a successful customer service strategy.

2016 72

2016 Books Customer Service Strategies Customer Centricity 72

InMoment XI

AUGUST 9, 2016

Big Data is back on the corporate agenda. I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. In 2013 IBM reported over 2.5 exabytes of data were created every day; by 2014 this was 2.3 zettabytes. View Article

2016 200

2016 2013 2014 Customer Experience 200

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Michelli Experience

AUGUST 10, 2016

I love serving customers and helping businesses create loyalty-building customer experiences. HOWEVER, service does not mean customers should be given the power to ABUSE those that serve them. It is one thing to be customer-centric (striving to build customer loyalty by helping your people, processes, and technology deliver customer engagement) and quite another thing to let your people become customer doormats.

2016 56

2016 Hotels Consulting Customer Centricity 56

Steve DiGioia

AUGUST 8, 2016

let’s look at the facts This original article was written by Steve DiGioia. I know this may cost me my “ man card ” but there is no way a man can compete with a woman when it comes to providing great customer service, period! We’ve all read books about how to provide great customer service. They always seem to focus on the specific skills needed to be successful. Listening, patience, empathy, problem resolution and telephone skills are just a few.

2016 74

2016 Customer Service Books Customer Journey Mapping 74

Avaya

AUGUST 10, 2016

983 days. 983 days since a little girl lost her mother after a brutal stabbing, because the motel she was staying in required her to dial a “9” before 9-1-1. Because of one single digit, Kari Hunt perished. At Avaya, my colleagues and I have fought hard alongside Hank Hunt , Kari’s father, for 983 days in the name of Kari’s Law.

2016 70

2016 2015 Connections Blog 70

Amity

AUGUST 12, 2016

In a customer-centric organization, every department has a responsibility to the customer. Whether you are developing a product, managing a project, adjusting the balance sheet or writing thought-leadership content, there are multiple activities and responsibilities that have a direct connection to your customers.

2016 67

2016 Customer Centricity Leadership Measurement 67

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