Experience Investigators by 360Connext

JANUARY 5, 2015

'The following is a Best of 360Connext post. We have a saying around here. We only work with “enlightened leaders.” I started saying that after a particularly challenging consulting exercise. I was working with a growing technology company. They had a lot of great things going for them. New revenue, lots of press and attention and a very successful new product rollout had all happened just before we worked together.

Leadership 307

Leadership Consulting User Experience Loyalty 307

InMoment XI

JANUARY 9, 2015

So, let’s play a game. I’ll call it “What Do These Customer Experience Wins Have in Common?” Here goes: Customer Experience Win #1: After a storm claim debacle with our insurance company, our agent made the seemingly impossible business save by providing empathy for the claim denial, creatively finding us repair funds, and garnering us.

Insurance 307

Insurance Article Customer Experience Customers 307

Customer Bliss

JANUARY 8, 2015

'Your apology is your humanity litmus test. It is unavoidable that at some point, your business will suffer a failure that disappoints customers. How your company reacts, explains, takes accountability and removes the pain signals how you think about customers, and the collective heart of your organization. How would you rate your ability to accept accountability when things go wrong?

Connections 176

Connections Customers Customer Experience 176

Win the Customer

JANUARY 8, 2015

'Customer service is an important facet of any business. Consumers expect a level of responsiveness when they purchase a product. It not only means taking care of the customer at the point of sale, but before, during and after the transaction is executed. Based on surveys conducted by Right Now and Harris Interactive, 89 percent […].

Customer Service 139

Customer Service Communication Customers Consumers 139

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Experience Investigators by 360Connext

JANUARY 8, 2015

'The following is a Best of 360Connext post. Who needs mystery shoppers? You do. If you sell anything to anyone, you would do yourself a world of good by enlisting mystery shoppers (sometimes called secret shoppers) into your customer insights mix. But I have a specific beef with the standard way mystery shopping works. But, first, let’s talk about what it is v. what it should be.

Customer Experience 284

Customer Experience Feedback Customer Journey Social Media 284

Experience Matters

JANUARY 6, 2015

'It’s once again the time of year for me to publish my CX trends. In my post last year, I named 2014 “ The Year of Empathy.” With this post, I’m declaring 2015 “ The Year of the Employee.”. We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Win the Customer

JANUARY 8, 2015

'78% of top brands today completely ignore their customers online and fail to respond to customer requests on social media channels. Social media offers brands a fantastic opportunity to engage with their customer community and provides an easy channel for enhanced customer experience and customer relationship development today. Most brands today have jumped on board […].

Brands 131

Brands Social Media Customer Experience Customer Relationships 131

Experience Investigators by 360Connext

JANUARY 7, 2015

'The following is a Best of 360Connext post. The titles at the highest levels of business used to be simple. CEO. COO. Then came the CTO and the CMO. And now there is much overlap and confusion over who does what , exactly? As more companies enlist the titles of Chief Customer Officer and Chief Digital Officer, the convergence becomes ever more interesting.

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

InMoment XI

JANUARY 9, 2015

So, let’s play a game. I’ll call it “What Do These Customer Experience Wins Have in Common?” Here goes: Customer Experience Win #1: After a storm claim debacle with our insurance company, our agent made the seemingly impossible business save by providing empathy for the claim denial, creatively finding us repair funds, and garnering us. View Article.

Insurance 200

Insurance Article Customer Experience Customers 200

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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

Retail

Beyond Philosophy

JANUARY 5, 2015

'The list of the top 50 Best Places to work in 2015 was published last week by Glassdoor, the career community based in California. Not surprisingly, Google is in the number one spot. Other companies on the list included Southwest Airlines and Disney along with other big brand names. All of these companies have something in common: their employees are happy and engaged with their brand promise and they provide a good Customer Experience.

Airlines 124

Airlines Webinar Books 2015 124

Think Customers

JANUARY 5, 2015

'What constitutes a great customer experience? According to The Temkin Group, it''s a combination of three aspects of a customer''s interaction with a company--functionality, accessibility, and emotionality. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

2014 104

2014 Customer Experience Social Media Loyalty 104

Win the Customer

JANUARY 5, 2015

'Highly effective and quality service like that delivered by the Ritz-Carlton Hotels is a prime example of organizations that have mastered the art of going above and beyond in the call of service through their innovative service experience. An experience with a team member at the Ritz-Carlton is different in that they will deliver a […].

Customer Service 144

Customer Service Hotels Innovation Customers 144

InMoment XI

JANUARY 9, 2015

So, let’s play a game. I’ll call it “What Do These Customer Experience Wins Have in Common?” Here goes: Customer Experience Win #1: After a storm claim debacle with our insurance company, our agent made the seemingly impossible business save by providing empathy for the claim denial, creatively finding us repair funds, and garnering us.

Insurance 200

Insurance Article Customer Experience Customers 200

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.

Customer Insights

Customers That Stick

JANUARY 8, 2015

'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.

Omnichannel 119

Omnichannel Customer Service Blog Customers 119

Think Customers

JANUARY 6, 2015

'With each passing year, customer expectations become increasingly daunting. Companies find themselves racing to keep pace with the latest strategies and technologies. Yet, often times, the greatest innovators are those who keep things simple. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

2015 109

2015 Loyalty Innovation Blog 109

Maz Iqbal

JANUARY 8, 2015

'I am in the process of reading Edward Slingerland’s book: Trying Not To Try. The following passage got my attention: Now, imagine a person turning around and, all of a sudden, spotting a small child stumbling toward the opening of a deep well. There is no one who, in such a moment, would not experience a feeling of alarm and empathy. Their response would be motivated by this feeling alone – not because they want to save the child and thereby gain some merit with the parents, not bec

ROI 75

ROI Leadership Loyalty Customer Relationships 75

InMoment XI

JANUARY 7, 2015

In the spirit of full disclosure and transparency I’ll tell you I generally enjoy eating from time to time at the restaurant chain Red Lobster. While not fine dining, it’s usually enjoyable and more than ‘good-enough’ dining for my taste. That is, until last night. My wife is away traveling on business this week so. View Article.

Travel 200

Travel Customer Experience Article Customers 200

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

Contact Center

Forrester

JANUARY 7, 2015

'*This post was originally posted on the Destination CRM Blog. Thanks to digitization and inexpensive storage, businesses can now collect incredible amounts of information on their customers, competitors, and other market factors. But you only profit from this bounty if an employee can find the right data nugget when they need it. And here lies our problem: The average information worker lacks tools to cull disparate data repositories for useful information.

Blog 107

Blog Information Interaction Customers 107

Think Customers

JANUARY 9, 2015

'We have entered the age of the customer--when companies only win by being customer-obsessed and delivering exceptional experiences. This is great news for customer experience professionals. Their skills and expertise are in demand, and at Forrester Research, we expect customer experience to continue its maturation into a full-fledged profession. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Experience 100

Customer Experience Customer Experience Professionals Loyalty Customer Engagement 100

Heart of the Customer

JANUARY 8, 2015

'There’s been an ongoing discussion on the CXPA’s LinkedIn group around an article listing the most effective journey mapping tools. Tools mentioned were Visio, a presentation tool and a spreadsheet. But this discussion isn’t really just about journey mapping. It goes to the heart of how we communicate with the rest of our organization.

Customer Journey Mapping 96

Customer Journey Mapping Workshop Customer Journey Insurance 96

InMoment XI

JANUARY 7, 2015

In the spirit of full disclosure and transparency I’ll tell you I generally enjoy eating from time to time at the restaurant chain Red Lobster. While not fine dining, it’s usually enjoyable and more than ‘good-enough’ dining for my taste. That is, until last night. My wife is away traveling on business this week so.

Travel 200

Travel Customer Experience Article Customers 200

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Measurement

Maz Iqbal

JANUARY 6, 2015

'It is my experience that for the most part and on the whole Amazon UK delivers. It makes it easy for me to find stuff, order it and pay for it. It keeps me informed about when the item/s are going to be delivered. And when they are delivered. Finally, Amazon makes it easy for me to deal with matters that have not worked out as I expected them to. Against the background that I have painted, I have found myself somewhat disappointed with Amazon as a result of three customer experience failures.

Customer Experience 72

Customer Experience Books Customers Definition 72

Forrester

JANUARY 6, 2015

'Companies with customer-obsessed cultures - think USAA or Southwest Airlines - differentiate themselves in their industries and earn major financial benefits as a result. But customer-obsessed cultures don't just happen: To help transform a culture, customer experience professionals must develop a training and coaching curriculum that touches all employees.

Customer Experience 102

Customer Experience Airlines Customer Experience Professionals Culture 102

Andrew Mcfarland

JANUARY 6, 2015

'(Guest post written by Art Zabalov an Inbound Marketer and customer experience blogger for live chat software startup Customericare.) So many articles discuss what “to do” so I thought I would turn to what “not to do” when it comes to delivering great customer experience. Below I will outline the 3 biggest customer experience mistakes a [.]. Customer Experience Guest Post Amazon Prime Art Zabalov Customer Experience Index Report Customericare Forrester JustFab.

Customer Experience 97

Customer Experience Customers Article Marketing 97

InMoment XI

JANUARY 7, 2015

In the spirit of full disclosure and transparency I’ll tell you I generally enjoy eating from time to time at the restaurant chain Red Lobster. While not fine dining, it’s usually enjoyable and more than ‘good-enough’ dining for my taste. That is, until last night. My wife is away traveling on business this week so.

Travel 200

Travel Customer Experience Article Customers 200

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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.

Customer Engagement