InMoment XI
SEPTEMBER 25, 2015
Implementing a locally and globally effective, yet efficient customer experience(CX) program doesn’t come easy. To be successful, such a program needs to deliver against very different needs, from the head office to local markets. The following ten steps are a guideline to a successful start of your global CX program: 1. Define what global means to your organization This.
Experience Investigators by 360Connext
SEPTEMBER 22, 2015
Your customers are already evaluating the experience you are delivering. And they’re making decisions because of it. 89% of customers will decide based on customer experience in 2016. How can you create a better customer experience now to compete in this changing marketplace? 1. You need to understand the customer journey of today. You can’t improve on […].
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Beyond Philosophy
SEPTEMBER 22, 2015
According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. I couldn’t agree more. Most excellent Customer Experiences leave Customers feeling valued and important, or, in other words, feeling the love. There are three things that great companies that have excellent Customer Experiences do in common to make Customers feel the love.
Bill Quiseng
SEPTEMBER 21, 2015
In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.”. Customer service is all about building relationships – relationships with superiors, direct reports, vendors and customers. Stephen Covey, author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills.
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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.
InMoment XI
SEPTEMBER 25, 2015
Implementing a locally and globally effective, yet efficient customer experience(CX) program doesn’t come easy. To be successful, such a program needs to deliver against very different needs, from the head office to local markets. The following ten steps are a guideline to a successful start of your global CX program: 1. Define what global means to your organization This.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
SEPTEMBER 24, 2015
Why we do what we do is a fascinating science. The brain has interesting ways to interpret the world around us and spur us into action. Knowing the brain drives our behavior, you would think those with high intelligence would have the upper hand in making good decisions. Studies have shown, however, this is not the case. In many ways, intelligence can lead smart people to make dumb decisions, creating problems for their managers.
Customers That Stick
SEPTEMBER 22, 2015
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InMoment XI
SEPTEMBER 25, 2015
Implementing a locally and globally effective, yet efficient customer experience(CX) program doesn’t come easy. To be successful, such a program needs to deliver against very different needs, from the head office to local markets. The following ten steps are a guideline to a successful start of your global CX program: 1. Define what global means to your organization This.
Michel Falcon Experience
SEPTEMBER 24, 2015
Are we asking the right question?Do you want to know the number one question I’m hearing today from executives, professionals just like you, that want to improve their company’s customer experience?“Michel, where do we start?!”Customer experience is a growth strategy. I firmly believe that most of us now understand this.… Read More». The post The Executive’s Playbook: 3 Affordable Ways to Improve Your Company’s Customer Experience appeared first on Michel Falcon Customer and Employee Exper
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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
ijgolding
SEPTEMBER 24, 2015
For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. During these years of producing their Customer Experience Excellence Analysis, they have conducted over 1 million customer evaluations of more than 900 brands (across all sectors) – these facts alone suggest that the annual release of their research findings is essential reading for anyone with an interest in Customer Experience.
Kristina Evey
SEPTEMBER 22, 2015
Costco Customer Experience Example. It was an ordinary work day filled with phone conferences and content creation. Hours spent on the phone and on my computer all focused on teaching companies how to make more money by building better relationships with their customers. Imagine my surprise, no delight, when I opened up an ordinary envelope from Costco in the mail.
InMoment XI
SEPTEMBER 22, 2015
Rich Dorfman of Eastern Bank and Dann Allen of Bank of the West joined Rich Brose of MaritzCX to discuss customer experience challenges in retail banking. CX gives bankers insights and the cutting edge to connect with the millennial generation. .
Think Customers
SEPTEMBER 22, 2015
Invariably, customer-facing employees will have to deal with a difficult customer. In some cases, a customer is upset about a bad experience they had with a company. In other instances, a customer may be lashing out at an employee due to angujish in his or her personal life. Regardless of the circumstances, it's vital for customer-facing employees to allow customers to communicate their frustrations, listen closely as to why a customer is upset, be empathetic, responsive, and considerate, and tr
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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ijgolding
SEPTEMBER 21, 2015
I have been saying for a long time now that the reason organisations exist is to ‘fulfill a purpose’ Sadly, many consciously and some unconsciously, believe that the reason their organisation exists is ‘to make money’ I wholeheartedly disagree. The mantra that I impart on to anyone who will listen is as follows: No commercial organisation exists to ‘make money’ All commercial organisations exist to ‘fulfill a purpose’ The better able they are at fu
Maz Iqbal
SEPTEMBER 19, 2015
Data. It is being made out to be sexy – really sexy. Many folks even think that collecting mountains of data and stuffing it into CRM and/or marketing automation systems is the access to delivering great customer experiences. They are mistaken. Collecting mountains of data can be useful to marketers in helping them achieve higher direct … Continue reading Customer Experience: Beware The Data Trap.
InMoment XI
SEPTEMBER 22, 2015
Rich Dorfman of Eastern Bank and Dann Allen of Bank of the West joined Rich Brose of MaritzCX to discuss customer experience challenges in retail banking. CX gives bankers insights and the cutting edge to connect with the millennial generation.
Steve DiGioia
SEPTEMBER 24, 2015
get your pom-poms out! This original article was written by Steve DiGioia. Last Monday I was fortunate to get out of work early enough to rush over to watch my daughter’s cheerleading squad perform during the high school football game. Then, at the conclusion of the game, I saw something that I never thought much about at earlier games I’ve attended….
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
ijgolding
SEPTEMBER 21, 2015
I regularly find myself saying that many organisations are still grappling with understanding the fact that their Customers have always had an Experience with them! Some argue that Customer Experience has existed in the world of business for years and years. However, in the interactions I have had with businesses in multiple sectors all over the world, Customer Experience (CX) is still largely a relatively new business concept!
Tricia Morris
SEPTEMBER 25, 2015
In a highly competitive telecommunications industry, nTelos Wireless is a regional provider striving to inspire customer growth and loyalty by better connecting with its customers and the communities it serves. This year, nTelos Wireless showed its continued focus on the customer by making a major investment in delivering the best value and customer service experience, no matter what channel the customer prefers – and a big consideration in its investment was valuing their customers’ time. .
InMoment XI
SEPTEMBER 22, 2015
Rich Dorfman of Eastern Bank and Dann Allen of Bank of the West joined Rich Brose of MaritzCX to discuss customer experience challenges in retail banking. CX gives bankers insights and the cutting edge to connect with the millennial generation.
Maz Iqbal
SEPTEMBER 24, 2015
It’s the time of the year where I share my take on the latest CX research published by Nunwood. Worth pointing out that Nunwood has been acquired by KPMG so is now KPMG-Nunwood. Back to the research titled: A New Era of Experience Branding. You can download this by going to the KPMG-Nunwood website. Today, … Continue reading State Of CX 2015 – Nunwood’s UK Analysis: What Are the Key ‘Findings’ (Part 1).
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Andrew Mcfarland
SEPTEMBER 22, 2015
A common misconception about engagement in the CX industry often leads to wasted activity and expense. Specifically customer engagement is not the same as company engagement. Let me explain the distinction between companies engaging with customers (valuable) and customers engaging with companies (more valuable). Think back to high school. How much effort did [.].
Steve DiGioia
SEPTEMBER 21, 2015
is there a way out of this? This original article was written by Steve DiGioia. We expect much from our employees. Work long hours but still make no mistakes. Come in on weekends or holidays and remember to treat every customer as your friend or family in order to provide the highest in customer service. Seems pretty reasonable, right? But do we believe that each of our employees takes their job as seriously as we do?
Talkdesk
SEPTEMBER 22, 2015
Mamas, don’t let your babies grow up to poor customer service providers, Don’t let ‘em drop calls and ignore customer needs, Let ‘em breed loyalty and generate leads. Ok, so maybe those weren’t Willie Nelson’s exact words, but the message is still a worthy one: If your company is going to provide customer service, do it right! Here at Talkdesk, we make cloud-based call center software designed to facilitate positive customer service interactions to help your business retain and grow your custome
C3Centricity
SEPTEMBER 20, 2015
Marketing is a great profession. I’ve worked in or with marketing teams for most of my career. From the outside, they are seen as the department that comes in late, parties every night and gets to talk about advertising at conferences in exotic places. For those in operations or finance, they don’t seem to be that [.]. The post Marketers, Do You Know Everything You Should?
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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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