Sat.Aug 06, 2016 - Fri.Aug 12, 2016

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?Big Data – The Case for Customer Experience

InMoment XI

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.

2013 249
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How to engage millennials for customer insight and marketing

Alida

If there‰’s one generation that marketers can‰’t stop talking about, it’s the Millennials. Brands of all sizes around the globe are trying to engage Millennials and understand what motivates them and drives their attitudes and behaviors. Finally emerging from the shadows of Gen Xers, Millennials now make up the majority of the U.S. workforce. But study after study has shown that Millennials are wildly different from Gen Xers and even from Baby Boomers, the generation that raised them.

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Customer Experience Leadership in Government, With Stephanie Thum [CB16]

Customer Bliss

Episode Overview. In this episode, we explored yet another unexpected place where customer experience is taking hold: the government. Stephanie Thum, Vice President of Customer Experience for the Export/Import Bank of the United States, explains how the mandate for service in government has led to wide spread action across many government agencies to address and rethink how they serve. .

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What is the Meaning of Quality to Customers?

Experience Investigators by 360Connext

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 […].

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The Ultimate Guide to Monetizing Customer Learning

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.

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Killer Buzzwords of the Customer Experience

InMoment XI

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.

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The MBA of Customer Love

Customer Bliss

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.

Customers 141
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4 Reasons Why the Customer Is Always Right

Win the Customer

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.

Loyalty 131
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Killer Buzzwords of the Customer Experience

InMoment XI

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.

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Your Process Flows Don’t Know Jack!

Experience Investigators by 360Connext

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. […].

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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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Telecoms in Mumbai: What It Teaches Us about India and CX

Beyond Philosophy

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? A new global survey released by Amdocs last month reported a trend in the region where consumers demanded more control and personalization in their Customer Experiences with the

Wireless 106
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Four reasons to integrate VoC with session replay

OpinionLab

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.

Metrics 84
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Killer Buzzwords of the Customer Experience

InMoment XI

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.

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Guest Blog: What Improvisation Teaches Us About Customer Service

ShepHyken

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.

Blog 88
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The Open CCaaS Advantage Report

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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5 Things You Can’t Forget about CX During the Vacation Season

Beyond Philosophy

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?

Hotels 105
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Supply and Demand: Why Consumers Desire Mobile Payments and E-Receipts

Win the Customer

This year, the number of people using a third-party, touch-based system to make payments on their smart devices will increase 150 percent, according to Deloitte Global. That figure indicates a reach to some 50 million regular users. It seems consumers are quickly adapting to mobile payment systems in droves, but many companies have neglected to keep pace.

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?Big Data – The Case for Customer Experience

InMoment XI

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.

2013 200
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5 Top Customer Service Articles For the Week of August 8, 2016

ShepHyken

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. Five Questions Customer Experience Professionals Are Asking Today by Michael Hinshaw. (McorpCX) Everyone is talking about customer experience.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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

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6 Important Reasons Why Businesses Should Prioritize IT Infrastructure

transcosmos Information Systems

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).

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Improve Your Customer Experience with Microinteractions (Video)

Customers That Stick

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.

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?Big Data – The Case for Customer Experience

InMoment XI

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.

2013 200
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We’re Not Happy Until You’re Not Happy

ShepHyken

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?

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11 Tips to Drive Learning Content Consumption

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,

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Just tell me the truth! Who are the ‘winners’ of the ‘can customers really trust’ them Olympics?

ijgolding

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. Whilst it is difficult to deny that politicians are perhaps the most frequent exponents of the ‘mistruth’ , there are others who are possibly even more prolific at ‘pulling the wool’

Fashion 74
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MROC ‘n Roll: Generating Social Connectivity and Valuable Insights from Employee and Customer Communities

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Over the past few years, we have seen the growth of b2b and b2c market research online communities, or MROCs. Companies can, for example, conduct qualitative research, such as juries and panels to evaluate alternative communication concepts and executions. They can do straight customer loyalty and customer value research by recruiting panels of forum participants.

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5 Insights from Our 2016 Study on Customer Experience for Banks

PeopleMetrics

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: Customers are reporting positive experiences. 54% of all customers that give feedback on their experience also recognize an employe

Banking 64
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Amazing Business Radio: Bob Thompson

ShepHyken

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.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.