Sat.Nov 15, 2014 - Fri.Nov 21, 2014

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SaaS Customer Experience Starts in the C-Suite

Experience Investigators by 360Connext

'In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Over time, however, there has been a gradual recognition of the importance of having an executive in the C-Suite responsible for elevating and growing the customer experience; as of this year, 22% of Fortune 100 Companies and 10% of Fortune 500 Companies have a CCO onboard.

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Learning From An Exciting Automotive CX Transformation: Four Questions You Should Be Asking if Your Organization Wants To Transform Its CX

InMoment XI

Last week Sonic Automotive, the fourth largest dealership group in the US launched EchoPark, a new automotive experience focused on selling pre-owned vehicles. Their first store is in the Denver market of Thornton. In a world where pretty much every company is striving to differentiate on the customer experience, Sonic is a shining example of how to.

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Employee Engagement & ROI: Are Your Employees Happy and Motivated?

Beyond Philosophy

'Keeping employees happy and motivated is an agenda item that is on everyone lips, but little action seems to be happening. As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. The New York Times ran an article, “ Why You Hate Work ” that explains that the way we are working isn’t working for today’s employees.

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Connecting Customer Profitability to Customer Experience

Customer Bliss

'Customer growth and profitability metrics must be connected clearly to customer experience to gain executive and board support and to warrant the investment of people, time and financial resources. To make this case, spend the time to understand the different accounting methods throughout the company. Forge a partnership with finance to cobble together the customer accounting approaches.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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No Longer a Buzzword: Customers Redefine Transparency

Experience Investigators by 360Connext

'Cooks and the customers they serve who can see each other – literally – both feel better about the experience. A recent study found that if cooks in a restaurant kitchen could see the customers ordering and enjoying their food and the customers could see the cooks preparing it, the food tasted better. Transparency in the experience is magic!

More Trending

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5 Tests to Reveal How Customer Centric Your Channel Strategy Is

Beyond Philosophy

'Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. Whether Customers are on the phone with your call center, chatting with your digital team online or talking face-to-face with an employee in a brick and mortar location, your channels need to present a united front to your Customers, providing them with the Customer Experience you designed.

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Worth Repeating: Are You There for Customers?

Customer Bliss

'Being There = Reliability. By creating reliability in the way you do business and delivering on the moments that matter (the moments of contact from the customer’s point of view), you earn the right to grow. Beloved companies think and rethink how to conduct themselves in these situation. The experience they deliver is far more than the execution of an operating plan.

Culture 170
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Slippery Customer Service Issues Put Companies on Thin Ice

Experience Investigators by 360Connext

'People are funny. When I speak to large groups, I always get a handful of people from the audience come up to me afterwards and say something they think is unique, but is something I hear over and over again. “I love what you say about caring about your customer’s experience! I totally get what you’re talking about. I sure wish the rest of my company would, too!

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Customer Experience is the New Television Advertising

InMoment XI

Recently I had the pleasure of listening to futurist Daniel Burrus speak about the difference between soft and hard trends. Soft trends are those that may or may not continue and can likely be affected by events or action taken by companies, governments, or individuals. For example, based on the first few years of growth, we might expect.

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The 2023 Verint Experience Index: Retail

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

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What We Can Learn From Top Customer Service Companies

Win the Customer

'There’s much to be learned from companies that place a value on customer service. For the small business person, there’s practical lessons, such as how to increase revenue by developing a relationship with existing customers. For larger corporations, there’s lessons to be learned about company philosophy and brand development, and how taking a customer-first approach […].

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Watch A Great Emotional Ad That Is Critically Acclaimed

Beyond Philosophy

'Great ads create a great emotional connection, and many times, don’t even involve a product or service. The clamor on Social media and with my friends and family in England has been, “Have you seen that Sainsbury’s Christmas ad? It’s great!”. Sainsbury’s Christmas Ad. Sainsbury’s Christmas Ad is appearing in social media feeds around the world. Inspired by a true story that happened during “The Great War” (WWI) Christmas Eve in 1914, it tells the extraordinary story of the Christmas Truce when

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Five I’s of Employee Engagement (Video)

Experience Matters

'Employee engagement is one of Temkin Group’s four CX core competencies. This video highlights our model for making improvements in what we call the Five I’s of Employee Engagement : Inform, Inspire, Instruct, Involve, and Incent. Also, check out our Employee Engagement Resources. The bottom line : Employees are an under-appreciated asset.

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Customer Experience is the New Television Advertising

InMoment XI

Recently I had the pleasure of listening to futurist Daniel Burrus speak about the difference between soft and hard trends. Soft trends are those that may or may not continue and can likely be affected by events or action taken by companies, governments, or individuals. For example, based on the first few years of growth, we might expect.

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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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It’s time to get journey maps right

Heart of the Customer

'This is a journey map rant. It’s time we stopped calling employee workshops, Post-It Notes charts and PowerPoint and Visio documents customer journey maps. And we need to realize that design matters. I recently read an article on journey mapping. It had some good points, but ugly maps. Then I hit a sentence that stopped me altogether: Focus less on how pretty it is, and more on how valuable it is.

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Employees Don’t Fail, Your Systems Do

Michel Falcon Experience

'People don’t fail, systems do. I first heard this quote while working at 1-800-GOT-JUNK? which originated from Peter Scholtes book “ The Leader’s Handbook.” After hearing this statement, it got me thinking, is it true? Are we, as people, not meant to fail? Instead, is it our environments that fail us? Is it the systems within our business that break down and cause missteps?

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Customer Service – It CAN Earn You Loyal Customers!

Kristina Evey

'I preach continually about the importance of Customer Service and am really happy to share this personal story. Last week I was on my annual pilgrimage to Chicago with some good friends. Every year, I mean EVERY year, we dine at Quartino’s restaurant. We happened to find ourselves there about 8 years and have returned every year because the service, food, and prices are so wonderful.

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Learning From An Exciting Automotive CX Transformation: Four Questions You Should Be Asking if Your Organization Wants To Transform Its CX

InMoment XI

Last week Sonic Automotive, the fourth largest dealership group in the US launched EchoPark, a new automotive experience focused on selling pre-owned vehicles. Their first store is in the Denver market of Thornton. In a world where pretty much every company is striving to differentiate on the customer experience, Sonic is a shining example of how to.

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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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Want to Drive Action With Your VoC Program? Cater to Your Internal Customers!

Think Customers

'In our latest survey on the state of the art of VoC programs, 71 percent of respondents said their VoC program was not fully or mostly effective in driving actions. That''s jarring. No matter how much effort you put into collecting VoC, the insights are still only as good as what stakeholders in the company do with them. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Ensure Success Before the Upsell

Joe Rawlinson

'We recently bought a used car for our family. It had built-in satellite radio. This intrigued us as we haven’t had a car with this feature before. I was excited to try out the new satellite service and see it was something we’d like to enjoy. The radio company sent us paperwork in the mail describing all the amazing channels we’d have access too and extolling the greatness of their service.

Sales 117
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Accept your customers, warts and all

Customer Enthusiast

'November has been a tough month for me healthwise. Every October, I dutifully schedule a flu shot. Most years, that’s sufficient and I’m generally flu, sore throat, and cold free throughout the winter months. This year, beginning the week of October 20, I developed a chest cold that escalated to pneumonia the first week of November. During that time, I’ve taken a battery of prescription and over-the-counter medications to combat my symptoms.

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Learning From An Exciting Automotive CX Transformation: Four Questions You Should Be Asking if Your Organization Wants To Transform Its CX

InMoment XI

Last week Sonic Automotive, the fourth largest dealership group in the US launched EchoPark, a new automotive experience focused on selling pre-owned vehicles. Their first store is in the Denver market of Thornton. In a world where pretty much every company is striving to differentiate on the customer experience, Sonic is a shining example of how to.

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ABM Success Recipe: Mastering the Crawl, Walk, Run Approach

Shifting to an account-based marketing (ABM) strategy can be both exciting and challenging. Well-implemented ABM motions build engagement with high-value accounts and drive impactful campaigns that resonate with your audience. But where do you begin, and how do you progress from crawling to running? Watch now as Demand Gen experts delve into the essentials of each stage of the ABM process.

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Have Scandals Overshadowed the Uber Customer Experience?

Think Customers

'At what point do customers stop doing business with companies that display egregious and reckless behavior? The popular app-based car service Uber is testing the loyalty of its customers as one scandal after another pops up. The latest scandal showed the ugly side of Uber''s predatory corporate culture when an executive reportedly discussed the idea of investigating the private lives of journalists who criticized Uber, starting with Sarah Lacy, founder and editor-in-chief of PandoDaily.

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CX Workshop in South Beach on Dec 9th & 10th

Experience Matters

'A few openings remain for Temkin Group’s workshop in South Beach on December 9th & 10th : Driving Customer Experience Transformation. Immerse yourself in a highly interactive learning experience, taking home leading-edge approaches to customer experience management.

Workshop 103
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What Is The Access to Transformation And Authentic Customer-Centricity?

Maz Iqbal

'What Is Transformation? For the purposes of this conversation, when I speak ‘transformation’ I am pointing at a radical shift in one’s way of being – as in one’s way of showing up and travelling in this world. If you are Christian, and know your Bible then think of the transformation (often called conversion) of Saul to Paul.

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How to Create a CX Moat: Lessons from the Spotify and Uber Partnership

PeopleMetrics

'Disruption and change is everywhere. A perfectly delightful product or service today can become old hat tomorrow, usurped by new entrants offering easier, different or more engaging experiences. Those at the top of the heap rarely spend time looking down– imagining themselves in the Wasteland of the Obsolete. Instead, they read their raving reviews, count their star ratings, fuel their buzz, watch their numbers grow.

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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.