Sat.Dec 13, 2014 - Fri.Dec 19, 2014

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15 Ways To Rock Customer Experience in 2015

Experience Investigators by 360Connext

'Customer experience is more than a full-time job. It’s more than a project. It’s more than a department. The best organizations spend plenty of time considering how to deliver exceptional experiences. The very best organizations then act upon those ideas quickly and with vigor. As we face the new year, I thought it would be fun to give you 15 ideas that might help you rock 2015 in a rapid fire way.

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Six Skill Sets that Drive Customer Change

Customer Bliss

'There are skill sets specific to driving culture change that need to be present when doing this customer experience work. The lack of these six skills comprises the execution chasm. 1. Experience in Completed Brand and Marketing Projects – Experience from completed project work brings with it huge gains in knowledge, skills and insights. This crucial past experience of many start-to-finish achievements will optimize the customer experience work. 2.

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Nick Goss: How the Customer’s Experience is impacted by ‘good intentions’

Bill Quiseng

This week’s guest post is offered by customer service expert Nicholas Goss. We both share a commitment to help small business owners Deliver the World’s Best Customer Experience. I connected with Nicholas first on Twitter and quickly began a fan of his customer service blog. He was kind enough to allow me to publish here one of his recent posts.

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Faces of Customer Experience: Becky Lollar

Customers That Stick

'Meet Becky Lollar ! I grew up in Bartlett, TN and attended Union University in nearby Jackson where I earned degrees in elementary education. I taught Kindergarten for three years then chose to stay at home with my two daughters. After our first family trip to Walt Disney World, I was hooked! I now represent Magical Travel, an agency which specializes in selling Disney vacations.

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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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Magic Mirror Reflects Major Innovation for the Connected Consumer

Experience Investigators by 360Connext

'As a full-time experience designer with 15 years of experience, it takes something pretty spectacular to turn my head. Eye-popping innovation for top-notch service. Ebay’s new retail store (an effort with the until now on-line only Rebecca Minkoff store) didn’t just make me turn my head, it made me look twice. The new flagship store is located in New York City.

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Happy Customers Live in the Cloud

Win the Customer

'There was a time when customer service consisted of a row of operators answering calls, using a bank of telephones. If the call center was understaffed, customers would wait for nearly an hour to talk to a representative. But, if the call center was overstaffed, then the office was bleeding money in salaries. Luckily, cloud […].

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Monthly Mash and The Sympathetic Holiday Shopper

Customers That Stick

'Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 37: November 2014. Thoughts on the Customer: The Sympathetic Holiday Shopper. If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping.

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3 Inspired Ways to Increase Customer Value

Experience Investigators by 360Connext

'For leaders to make smart decisions about who the best, most loyal and most profitable customers are, they need to understand the makeup of the customer population. This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. How do you gauge customer value? Airlines have recently taken to creating secret, invitation-only loyalty programs for their most valued customers.

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Do You Enable Service Delivery?

Customer Bliss

'How your company takes action and how you stitch the actions together makes a huge difference for the front line. You need to know if there is a chasm in perception of commitment and action as you move forward in the customer experience work. Here’s a mini reality check audit. Read the statements and determine how strongly you believe the action is successfully executed: Never – 0.

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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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Forget Working On The Customer Experience, Focus On Competition

Maz Iqbal

'I say that the way to make a significant impact on the quality of the customer experience (as experienced by the customer) is for the organisation not to focus on improving the Customer Experience. That is a bold assertion and shows up as nonsense to many. So what is it that I am getting at? It is my experience that after accessing the voice of the customer and doing the journey mapping a range of initiatives are on the table.

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Even the World’s Largest Gold Mining Company Must Deliver Customer Service

Michel Falcon Experience

'I’ve had many business people say to me,“Michel, we don’t have customers. Why should customer service matter to us?”You can imagine that hearing this always gets me excited to help the person think differently about their business. While some companies may not have traditional customers like a retailer such as Apple that… Read More».

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The Past and Exciting Future of Your CXPA

Experience Matters

'I wrote this POST for the Customer Experience Professionals Association (CXPA) blog , but decided to also post it here because it’s an important message for all CX Professionals… As 2014 comes to an end, it’s a great time to reflect on where the CXPA is at in its evolution. Or to put it another way, let’s be proud about what we’ve collectively achieved.

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What’s the customer experience focus for 2015?

Heart of the Customer

'Yesterday, four of the CXPA’s CX experts spoke about the year in review, and what customer experience has in store for 2015. Is it the role of emotions? Employee engagement? Crowdsourcing journey maps? Watch the Google Hangout with Jim, Tabitha Dunn, Lynn Hunsaker, and Peter Haid as they discuss. The post What’s the customer experience focus for 2015?

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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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Customer Experience As Idea, Not Methodology Nor Technology

Maz Iqbal

'As a thinker, I am struck by how rare original thinking is in the organisational world. As a thinker, I am struck by how little thinking – as in stopping and reflecting on that which is occurring and the pattern of this occurrence – occurs in organisations. As a thinker, I am struck by how little space exists within organisational life for ideas to be entertained and grappled with before the mindless rush to implement these ideas usually through some off the shelf methodologies, met

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What happens if your company overreacts? Your customers exert unnecessary effort!

ijgolding

'Last week I had the pleasure of writing a Customer Experience Review on low cost airline Norwegian. I intentionally say ‘the pleasure’ as I was pleasantly surprised by the experience – not a common feeling I have in my experiences with airlines. I wrote the review after my outbound flight with them to Oslo. If I had written the review after my return flight to London Gatwick, the result may have been very different.

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Report: The Future of Customer Experience Insights

Experience Matters

'We published a Temkin Group report, The Future of Customer Experience Insights. The report identifies five trends that will redefine the value and role of customer feedback and insights. Here’s the executive summary: Although most organizations describe their voice of the customer program as a success, we’ve found that companies do not get nearly the value they should out of these efforts.

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How to Start Collecting Customer Data

PeopleMetrics

'You have been working hard to get your CEO to buy into the need to get closer to customers. You’ve gotten here through social feedback, anecdotes, and gut feel. But now, leadership understands a formal Voice of the Customer program is essential to achieving your customer experience goals. You have the green light to start to ask customers for feedback!

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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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Shared Vision is Essential for Customer Experience Strategy

ClearAction

Shared Vision is Essential for Customer Experience Strategy. If you've ever gone on an extended outing with several friends, you're sure to appreciate the value of having a shared vision among all, from the outset of your journey, about where you're going and why, how fast you'll go and when you'll pause and celebrate, and how you'll decide things along the way.

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The Secret to Customer Retention

CX Journey

'Image courtesy of featureset I originally wrote today''s post for InsideCXM. It appeared on the site on September 15, 2014. Want to know the secret to customer retention? I''ll tell you, but first a story. I grew up on a farm in Ohio and, as a young girl, had many horses over the years. One of my horses was named Rusty, and he was what many would call "barn sour" and "herd bound;" he either didn''t want to leave the barn or leave the other horses.

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Signed, Sealed. Delivered? My 'Free People' Free Shipping Fiasco

Think Customers

'Behold, free shipping! One of life''s small victories, particularly during the holiday season. For some online retailers, such offers have become universal, while others make consumers earn their reward. In my case, I met Free People''s minimum purchase requirement by mere dollars. But, what I saved in shipping costs, I inevitably spent in time. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Webinar: Thinking is Bad

Heart of the Customer

'nanoRep and I recently partnered on a webinar to discuss reducing effort in your customer experience. We discuss the Customer Effort Score, simplicity, and how to use self-service to prevent customer disloyalty. You can view a summary at [link]. Enjoy! The post Webinar: Thinking is Bad appeared first on Heart of the Customer. No related posts.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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Human and Automated: Customer Experience Management at Its Best

Michelli Experience

'According to research conducted by Software Advice, manually trying to manage customer relationships and consumer complaints through email and spreadsheets is going the route of rotary-dial phones! What was once an expectation in large business is becoming stand fare for small business owners as well. Integrated software solutions are becoming essential for customer relationship management [.

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The Gospel of Customer Centricity for Improved Customer Experience

CX Journey

'Today I''m pleased to present a guest post by Rohit Yadav. The way customers interact with brands has drastically changed over the past few years. In the words of Forbes contributor Brian Walker, " Digitally empowered customers are firmly in charge, bouncing from channel to channel at the drop of a hat.” It is now more important than ever before to intertwine marketing efforts with sophisticated customer relationship management tools to deliver a seamless customer experience at every touch poin

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Users Vs. People: Why Empathy Matters

Think Customers

'Facebook, the company whose mantra was once "move fast and break things," has decided it needs an empathy team. Business Insider reports that Facebook has created a team whose job is to understand what it''s like to be a customer using their advertising products. Additionally, instead of referring to customers as "users," the social networking giant is now calling them "people.".

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Net Revenue Score is not a new Net Promoter Score®

Genroe

I’m always open to a debate on the pros and cons of any business approach but it’s better if the person on the other side has done their research. That way we can have a thoughtful debate. Unfortunately John Greathouse has jumped to a few conclusions when he penned his article in the Wall Street Journal: Startups Should Focus On Their NRS — Net Revenue Score.

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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.