Experience Investigators by 360Connext

JANUARY 23, 2015

'We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. And yet many companies still don’t quite get it right. What about you? It’s easy to “set up” a social media presence for customers and then just sort of forget to maintain it.

Customer Care 299

Customer Care Social Media Marketing Webinar 299

InMoment XI

JANUARY 20, 2015

Many, if not most of you, believe effective management of customer experience makes good business sense because it leads to repeat purchasing, increased share-of-wallet, positive word-of-mouth, and a number of other behaviors that enable companies to achieve desired financial and other business results. In fact, faith in these anticipated outcomes has set into motion more.

Customer Experience 200

Customer Experience Financial Article Customers 200

Customer Bliss

JANUARY 22, 2015

'The customer experience that gets you the most confidence with your customers is to get the basics right. You must clear the hurdle of random experiences, and set the foundation in product and service reliability (“They get it right.”) before you move on to building a personal relationship with customers (“They know me.”) that ultimately broadens into customers referring you to others.

Chief Customer Officer 204

Chief Customer Officer Customer Journey Reference Leadership 204

Beyond Philosophy

JANUARY 23, 2015

'My mum always told me, “You can catch more flies with honey than you can vinegar.” In other words, people respond better to rewards than punishments. As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want. Several studies conclude that positive reinforcement is the best way to encourage better behavior.

CEM 126

CEM Books Webinar Leadership 126

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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.

Customers

Experience Investigators by 360Connext

JANUARY 21, 2015

'Many customers experience the product or service offered by an organization differently than how the organization anticipates. Some of this has to do with where the journey actually begins and ends. Understanding the customer journey end-to-end helps brands innovate around the experience. But the experience is more than what a customer does after purchase.

Customer Journey 283

Customer Journey Customer Journey Mapping Airlines Magazine 283

Customer Bliss

JANUARY 20, 2015

'Customers are assets to be cared for and nurtured. Beloved companies are always aware of how their assets are growing or shrinking. Knowing the value of a long-term customer guides the company’s decisions on how they welcome new customers and continue to develop existing customer relationships. The formula for success is Belief + Investing = Growth.

Customer Relationships 181

Customer Relationships Customer Confidence Innovation Customers 181

Win the Customer

JANUARY 23, 2015

'Social routing is an emerging trend, a way in which contact centers can more accurately meet the needs of their customers. But how is this different from what we’re doing at the moment? TMCNet discusses the answer by describing the modern day customer and the challenge that call centers face as they look to integrate social media channels […].

Social Media 130

Social Media Call Center Contact Center Customer Service 130

Experience Investigators by 360Connext

JANUARY 19, 2015

'The following is a Best of 360Connext post. As customers, we are expecting a lot from companies who are using social media to respond to customer service issues. Actually, scratch that. We expect ALL companies to be responsive when we go to them via social media. Studies from Ambassador and Social Bakers reveal how mismatched our expectations are with reality.

Social Media 278

Social Media Customer Service Call Center Consulting 278

InMoment XI

JANUARY 20, 2015

Many, if not most of you, believe effective management of customer experience makes good business sense because it leads to repeat purchasing, increased share-of-wallet, positive word-of-mouth, and a number of other behaviors that enable companies to achieve desired financial and other business results. In fact, faith in these anticipated outcomes has set into motion more.

Customer Experience 200

Customer Experience Financial Article 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

Customers That Stick

JANUARY 22, 2015

'The words Big Data are spoken every day in corporate offices around the world. And the benefits of it to companies and customers is, well… big. And while Big Data is becoming more accessible to small to medium-sized businesses (SMBs), the basics of customer information — small data, if you will — is still where customer and experience meet for most organizations.

Information 119

Information Customer Service Training Magazine Sports 119

Experience Matters

JANUARY 20, 2015

'We just published a Temkin Group report, Lessons in CX Excellence, 2015. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. The report, which is 98 pages long, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Genroe

JANUARY 21, 2015

Automate your process. Net Promoter was launched in 2003 and since then many, many organisations have used the methodology to drive change in their business. With so much time invested, lots of lessons have been learned. So you don’t have to re-learn those lessons the hard way I’ve pulled together this massive list of Net Promoter best practice tips.

Net Promoter Score 110

Net Promoter Score NPS Feedback Effort Score 110

InMoment XI

JANUARY 18, 2015

[Slideshare] Some data about the imperative of CX, its ROI, and its important future trends. Despite heavy investment in R&D, many brands are producing similar products and finding that customer interaction may be the next frontier of business advantage. In the following presentation, I share data from a MaritzCX study of automotive manufacturers in which we discovered.

Automotive 200

Automotive Customer Experience ROI Presentation 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

Michel Falcon Experience

JANUARY 21, 2015

'Is customer service average in most industries because we, as consumers, complain too much?For example, take into account your own personal experiences as a consumer. Do you contact a company to acknowledge their great service as quickly as you do when you’ve received bad service?I recently came across a Venture… Read More». The post Customer Service is Average Because We Complain Too Much appeared first on Michel Falcon Customer and Employee Experience Expert.

Customer Service 145

Customer Service Employee Experience Consumers Customers 145

Win the Customer

JANUARY 20, 2015

'The key to long term customer engagement is building a strong foundation of customer value and the determination to see the strategy through to the end. This post is part 1 of 2 on resolutions organizations can make to enhance customer relationships in the new year. Are you planning on opening a new retail store in […].

Retail 105

Retail Customer Relationships Customer Engagement Engagement 105

PeopleMetrics

JANUARY 23, 2015

'Culture is the new black. Every year, Merriam-Webster analyzes all of the searches in their online dictionary. They find the most popular search term, with the largest increase in search volume, and give it the title of the “word of the year.”. “Culture” took home the prize in 2014. Apparently, throughout the year, hundreds of thousands of people were looking for clarity in the broad, nebulous notion of culture.

Customer Centricity 97

Customer Centricity Culture 2015 2014 97

InMoment XI

JANUARY 17, 2015

It’s a period of transition for businesses. Where we once thought of customer experience in terms of research tools and measurement, we are increasingly emerging into a world where companies use CX intelligence to influence the real-time experience of customers and (thus) the results of the business. By Dave Ensing and Michael Allenson Customer experience.

Measurement 200

Measurement Article Customer Experience 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

ijgolding

JANUARY 21, 2015

'Anyone who is lucky enough to have a family with three or more children will be able to empathise with the age old problem of booking hotel accommodation. As the average family size in the UK has continued to rise (1 in 7 families with children in the UK have three or more children), the […].

Hotels 95

Hotels Customer Experience Customer Retention Customer Journey 95

Win the Customer

JANUARY 19, 2015

'Famously, Dr. King once noted that “Life’s most persistent and urgent question is: ‘What are you doing for others?’” This question is important, not just for individual citizens but for small businesses to consider as well. In the spirit of Dr. King and his message, Americans have also begun observing the MLK Day of Service, […].

Customer Engagement 135

Customer Engagement Engagement Culture Customers 135

Storyminers

JANUARY 21, 2015

'James Patterson has written lots of books. He’s known for thrilling readers with his engaging style. But he’s never thrilled them like this before.

Books 104

Books Social Media Customer Experience Design Blog 104

InMoment XI

JANUARY 17, 2015

“We strive to be a more customer-centric company.” That seems to be the mantra of just about every company today, even the major airlines. And what travelers in their right minds think their airline is customer-centric? The truth of the matter is that while so many companies strive to be customer-centric, most customer experience professionals. View Article.

Airlines 200

Airlines Customer Centricity Travel Customer Experience Professionals 200

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Measurement

C3Centricity

JANUARY 19, 2015

As you have no doubt already noticed, my Blog posts and those of many other Bloggers too, are often prompted by real-world experiences. This week is no exception. I want to share with you some examples of how companies jeopardise the loyalty of their customers and also seriously limit their chances of getting repeat purchases. [.]. The post Are you Jeopardising your Customers’ Loyalty?

Loyalty 91

Loyalty Blog Customers Connections 91

Win the Customer

JANUARY 20, 2015

'Your team''s strategy, mission, and the outcomes or results of interacting with them need to be crystal clear. Everyone has to understand that the end goal for your customer is not lower handle time, but effective and positive customer outcomes.

Customer Service 128

Customer Service Interaction Customers 128

Think Customers

JANUARY 23, 2015

'Customers are using more communication channels for customer service than ever before. They are also contacting customer service organizations more frequently. Companies are rising to this challenge as overall satisfaction with the quality of service communication channels is trending upwards.

Customer Service 94

Customer Service Customer Engagement Communication Engagement 94

InMoment XI

JANUARY 17, 2015

It’s a period of transition for businesses. Where we once thought of customer experience in terms of research tools and measurement, we are increasingly emerging into a world where companies use CX intelligence to influence the real-time experience of customers and (thus) the results of the business. By Dave Ensing and Michael Allenson Customer experience.

Measurement 200

Measurement Article Customer Experience 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