InMoment XI
MAY 10, 2016
In today’s fast moving and demanding marketplace, front-line employees must be equipped to handle customer requests in a more nimble, knowledgeable, and engaging manner. Simply checking the box and “processing” requests isn’t enough to keep customers happy. Engagement–being able to connect at a more emotional level–is proving time and again to be a key differentiator.
Experience Investigators by 360Connext
MAY 11, 2016
Loyalty is often the holy grail of customer experience. It’s seen as the end goal. The raison d’etre for many companies. After all, loyal customers mean more revenue, more repeat business, more referrals and just more more more! Yes, loyal customers mean more. But how do you define loyalty among your customers? How do you know […]. The post How Do You Define Loyalty in YOUR Organization?
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Customer Bliss
MAY 10, 2016
Episode Overview. Samir Bitar and I had a very spirited discussion about his role in leading a transformation of the Smithsonian visitor experience. Like many folks who attain a Chief Customer Officer level type role, Samir had been developing a robust visitor experience for just one of the 19 museums on the Smithsonian campus. His success there earned him his role to lead the work across the entire Smithsonian campus. .
Alida
MAY 10, 2016
Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical. Customer Experience is not a new idea. In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers.
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InMoment XI
MAY 10, 2016
In today’s fast moving and demanding marketplace, front-line employees must be equipped to handle customer requests in a more nimble, knowledgeable, and engaging manner. Simply checking the box and “processing” requests isn’t enough to keep customers happy. Engagement–being able to connect at a more emotional level–is proving time and again to be a key differentiator.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
MAY 12, 2016
Emotions affect our behavior, more than many of us like to admit. With so much riding on our behavior in a consumer economy, understanding these emotions and how they influence consumer behavior is a key to increasing customer loyalty and retention in our highly competitive market. One emotion customers feel that no one can afford to ignore in their Customer Experience is worry.
Ian Williams
MAY 13, 2016
Over the past few years, there has been quite a bit of discussion about the principle of sacking or firing customers. A recent article by Adrian Swinscoe that asks whether we should fire, rate or educate customers reminded me of a personal view that I first ‘aired’ at the Satmetrix conference in London in 2014. In his article, Adrian makes reference to Fred Reichheld, of NPS fame, who initially spoke about firing customers, however then evolved his thinking to that of the idea of ‘rating’ custom
InMoment XI
MAY 10, 2016
In today’s fast moving and demanding marketplace, front-line employees must be equipped to handle customer requests in a more nimble, knowledgeable, and engaging manner. Simply checking the box and “processing” requests isn’t enough to keep customers happy. Engagement–being able to connect at a more emotional level–is proving time and again to be a key differentiator.
OpinionLab
MAY 9, 2016
Forbes recently explained customers expect more of companies on a daily basis. Considering that, in sophisticated industries with substantial competition for customer dollars, is it any wonder some brands think redesigning their website will give them a CX edge? But when they do, how can they know whether or not the changes worked? Certainly, constantly listening to your customers is critical.
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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
Beyond Philosophy
MAY 11, 2016
Boardrooms across the world are shuddering as the Panama Papers are put online, allowing both employees and Customers to view their integrity – or lack of it! This is another reputational issue which affects the engagement of employees and Customers. Hearing that the leaders in your organization, or that a company that you buy from, don’t pay their fair proportion of taxes is not popular news.
PeopleMetrics
MAY 12, 2016
Maybe it’s an attentional bias on my part, but I've noticed a trend of insulting restaurant workers in the news. I’m talking about this type of report from The Washington Post , in which servers leave grammatically inept insults like “im a plad a ” on receipts. Suffice it to say, insult-laden receipts aren’t among our customer experience best practices.
ijgolding
MAY 11, 2016
Honesty and transparency – two words that warm the cockles of my heart but that are not often associated with the world of business. I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot.
Heart of the Customer
MAY 12, 2016
Guest post by Mark Johnson Since the arrival of the digital age, there have been some major changes between the way banks and their customers interact. The advent of new technology and innovations in the financial industry has brought about an increasingly competitive landscape, with customers these days expecting to be rewarded for their loyalty. […].
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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Beyond Philosophy
MAY 9, 2016
Distressed jeans may be fashionable, but it’s much harder to sell a product that appears damaged. That’s because we typically believe that a damaged product isn’t worth as much as one that’s in perfect condition. Research into the psychology behind recycling supports this idea. According to the research, consumers make subconscious decisions about the value of recyclables before deciding whether to throw them in the recycling bin or toss them in the trash.
Think Customers
MAY 10, 2016
These days, it seems as if all customers have heightened expectations for receiving consistent customer experiences. While customer expectations will vary based on each consumer's mindset going into an interaction and what they expect out of it, people who are paying for a high-end product or service typically have amplified expectations. I recently had a chance to discuss some of the components of delivering a luxury customer experience with Ana M.
Tricia Morris
MAY 13, 2016
In today’s world, customer service is changing rapidly with greater expectations for reduced customer effort and brand transparency, as well as increasing preferences for digital customer experiences including online self-service. According to Forrester Research , online self-service is now the most-used channel for customer service over any other channel including phone and email.
ijgolding
MAY 9, 2016
It is with a very heavy heart that I publish this blog today. A few weeks ago, Customer Experience Specialist and CCXP, Sean Tomlinson, was kind enough to send it to me. Tragically, Sean passed away at the end of April. I have decided to publish the blog in his memory – I know that he will have wanted me to – I hope you enjoy reading the thoughts of an incredibly passionate and inspiring man who was as driven by Customer Experience as anyone… I have a confession to make.
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
Beyond Philosophy
MAY 10, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. As customers in all b2b and b2c sectors steadily become more actively digitized in their daily lives, companies are having to respond, and hopefully stay ahead, in the race to build stronger interpersonal relationships with them. Who’s doing this well, using innovative techniques and setting standards for others to follow?
Think Customers
MAY 9, 2016
The battleground for customer experience is on and those who are emerging victorious are using data as their secret weapon. As today's marketers explore the world of digital engagement, data has become the competitive differentiator for how effectively companies engage with their customers.
Bold360
MAY 11, 2016
Call centers are often one of the most bustling hubs of a business, serving as the central point of contact between customers and the company. Call center agents handle myriad tasks from helping customers navigate the purchase process to technical product troubleshooting.
Avaya
MAY 10, 2016
According to Gartner, by year-end 2018, a customer digital assistant will recognize individuals by face and voice across channels and partners. Gartner predicts that the last mile for multichannel and exceptional customer experiences will mimic human conversations, with both listening and speaking, a sense of history, in-the-moment context, and the ability to respond, add to, and continue with a thought or purpose at multiple occasions and places over time.
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ijgolding
MAY 10, 2016
I am extremely fortunate to be able to travel the world talking to anyone who will listen about the importance and significance of Customer Experience. Last week, I was asked to talk about the subject with Tim Elliott – presenter of the Drive Time radio show for Dubai Eye in the United Arab Emirates. It is with great pleasure that I am delivering a series of Customer Experience Masterclasses in the region and Tim wanted to know what it was all about.
Think Customers
MAY 11, 2016
Data-driven customer journey mapping is emerging as a critical tool for engaging customers, as companies look to get the most out of every touch point and deliver more relevant experiences. The concept behind a customer journey map is simple. It's a diagram that illustrates the steps customers go through in engaging with a company. But companies are increasingly using data to be more strategic in mapping those experiences.
Michelli Experience
MAY 11, 2016
It’s that time of year when we remember and honor our mothers, so allow me to harken back to a “momism” that was frequently uttered in my childhood home. Marie Michelli was quick to say, “tell me who you run around with and I’ll tell you what you are.”. The upshot of that saying is that the people with whom you associate will define you and that we are all held accountable through our reputation.
Myra Golden
MAY 10, 2016
I couldn’t remember the last time I got a really good photo of my daughter, other than the many snaps I take on my phone, so yesterday I grabbed my camera and had Lauren join me in the front yard. “In front of the bird bath” I told her. “That way the evergreen will be in the background and it will be gorgeous.” She’s 16 and that means she’s tethered to her phone.
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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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