Alida
MAY 18, 2017
Value-based care is more than a buzz term in health care today—it’s a mandate that has now become a baseline expectation for both patients and regulators. The Affordable Care Act requires health care providers to switch from operating in a service-based mindset to providing value-based care that focuses on the quality of care rather than the quantity of services offered.
Beyond Philosophy
MAY 15, 2017
According to a recent Bloomberg report, “ Wall Street Has Found Its Next Big Short in U.S. Credit Market ,” US malls may close down sooner than later. We know that shopping habits are changing, and more consumers are spending money online. With massive overheads and infrastructure maintenance, physical stores are finding it hard to keep their heads above water.
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Customer Bliss
MAY 16, 2017
Episode Overview. Milista Anderson is currently the Chief Customer Experience Officer of FIS Corporate and Digital Solutions. (FIS is a large-scale provider of financial services.) She’s been in that role for about a half-decade; back then, she had to justify the need for the role to other FIS leaders. A lot of this podcast episode is about determining the need for a CCO, setting the groundwork for one to come on, proving the work is there and business-forward, and more.
Michel Falcon Experience
MAY 14, 2017
In this video, I’m going to outline the three things your business must have to be considered a great place to work. Welcome to my YouTube channel where I teach you how to use customer experience and employee engagement strategies to build your business. Today I’m talking about building great workplaces. The reason everything I do is focused on customers and employees is because all companies, regardless of size or industry, are in the people business.
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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.
Alida
MAY 19, 2017
Retail is changing so fast that retail futurist Doug Stephens recently made this bold prediction : “Within five short years, the current user experience of online marketplaces like Amazon, eBay and Alibaba will begin to look as archaic as a Sears & Roebuck catalog.” New technologies, according to Stephens, will “radically evolve the core concept of online shopping and the notion of what an online ‘store’ can be.” Here are the five of the biggest trends that are alrea
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Kayako
MAY 18, 2017
Think about your ideal experience as a customer. It was smooth and quick to get in touch with a knowledgeable and friendly support person, right? You felt heard, and understood! When customer service is like that, you don’t think about excessive effort, and endless back and forth communications. And yet we more commonly experience high friction scenarios.
Joe Rawlinson
MAY 17, 2017
Ecommerce sites have taken retail online and with such its audience. Once representatives used to be able to physically approach customers to see if they need their assistance, now when visitors are on a website many companies are not aware of their existence unless the visitor makes contact. Are companies just expected to sit back and wait to see if a purchase comes through?
Customers That Stick
MAY 13, 2017
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ShepHyken
MAY 16, 2017
Kevin Berk on How to get Customers to Want to Leave Reviews. How can you improve both customer and employee satisfaction? By getting customers to provide feedback on individual employee service performance. Shep Hyken interviews Kevin Berk, creator of a new customer rating platform called ServiceGuru, about how using services like these can improve your company revenues.
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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
Forrester
MAY 18, 2017
If you've ever bought a car from an auto dealership, this story might ring true for you. After weeks of test driving, researching, and debating prices, I finally settled on the exact car to buy. I felt relieved to make this decision and couldn't wait to drive my new ride home. But there was just one thing left to do: meet with the dealership's "finance guy" to finalize everything.
ijgolding
MAY 17, 2017
Most human beings have a small number of people they consider to be their ‘heroes’ For some, it is a relative – their mother, father, brother or sister, husband, wife or partner – it may be a long departed uncle who flew Spitfires in World War II. Others may have heroes from the sporting arena, whether it be a football or soccer player; Muhammad Ali, or a multiple Olympic champion.
Andrew Mcfarland
MAY 16, 2017
The good news is that customer experience transformations need not fail. Sadly, most will. Despite good intentions, reassuring words to shareholders, corporate commitment, steering committees, tiger teams, etc. most efforts are doomed because of ignorance. They fail because people don’t.
ShepHyken
MAY 15, 2017
Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. A Look at Southwest Airlines 50 Years Later by Joseph Guinto. (D CEO) Half a century after its incorporation papers were filed, the Dallas-based carrier is working harder than ever to reinforce its unique corporate culture.
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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Kristina Evey
MAY 18, 2017
We make decisions every day, every hour, about how to run our business – how to make it better, how to make it more efficient, how to motivate our staff, how to increase revenue, how to cut costs, etc. The daily decisions are endless. But – there is ONE thing that is seldom considered in these decisions. And, unfortunately, it’s the most important thing.
Experience Matters
MAY 16, 2017
I’m very excited to announce the launch of the Customer Experience (CX) Institute… The CX Institute helps organizations become customer-centric. It provides leaders across your organization (from first-line supervisors to senior executives) with the knowledge, skills, & mindset required for an organization to become more customer centric.
ClearAction
MAY 18, 2017
5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? Low survey response rates, capturing feedback at all important touch-points, selecting the right scales and questions, integration of customer data across systems, connecting the dots across VoC sources, linking VoC with operational and financial data, or driving customer experience (CX) excellence?
ShepHyken
MAY 19, 2017
This week we feature an article by Kevin J. Berk about the importance of responding quickly to customer comments and reviews. Ask your customers to post online reviews. This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. – Shep Hyken.
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
Clarivate
MAY 18, 2017
Executive Overview. Are you new to CX (Customer Experience)? Trying to help your company understand what CX is and is not? Want to link CX to what matters to your CEO? Not sure where to start? Answering these questions as a new or experienced CX leader is not only a common starting point but a very useful way to reflect on how things are going with your CX efforts.
InMoment XI
MAY 18, 2017
Voice input and connected devices are changing how people interact with software and each other, altering our notions of UX Design. If you grew up watching Star Trek you saw Captain Kirk speaking directly to his ship. Not only did he give the ship commands, but the ship would speak back. While at the time.
CX Journey
MAY 17, 2017
Image courtesy of Pixabay I originally wrote today's post for Clicktools; it appeared on their blog on July 26, 2016. Last month, I wrote about 20 tips to design better customer surveys. That post ought to be helpful whether you're designing a new survey or redesigning existing surveys. But what if you've been listening to customers for years? How do you know when it's time for a refresh or a complete VoC program redesign?
CustomerGauge
MAY 17, 2017
Now that the dust has settled, and pictures of Dr.David Dao’s half naked body are no longer making the rounds on my social feed, I think it’s time we talk logically about the elephant in the room: Customer experience within the airline industry has come under hot water over the last few months, through a combination of […]. The post 2017 Customer Experience Lessons from the Airline Industry…So Far appeared first on CustomerGauge.
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Bold360
MAY 18, 2017
Did you know that in 2016, Telecoms was the industry in the U.K. to receive the second largest amount of complaints? The unhappy customers in the UK numbered 6.9 million, coming in second only to the retail industry. The times, they are a’changing. Reuters have recently voiced that “the industry’s predictable, decades-old business model based on selling data packages by the millions is running out of steam.
Steve DiGioia
MAY 15, 2017
…I have too much respect for you to do that This original article was written by Steve DiGioia. Technology is your friend. You have an obligation to your readers to use every possible means to interact with them or, what are you afraid of? These are some of the comments I’ve received when I asked a few friends if I should put a chatbot on my blog. In case you don’t know, a “chatbot” is a computer program designed to simulate conversation with human users, especially over the Internet.
Heart of the Customer
MAY 18, 2017
It’s not unusual for new customers to have lower scores than expected—but it can seem counterintuitive. After all, they just selected your company – why are they so low? You’ve gone through and removed barriers, but your customers aren’t showing the love. It might not be what you’ve done. The problem may be their reference point. […]. The post Are Your New Customer NPS Scores Low?
mopinion
MAY 18, 2017
A lot of companies out there heavily rely on the same feedback strategy: ‘tacking’ a feedback button on various webpages and waiting to see what comes in. Although this is a good start, what they don’t realise is that in order to receive truly valuable feedback and useful insights into the customer experience, a more […]. The post New Quick Guide: Asking the Right Questions in an Online Feedback Form appeared first on Mopinion.
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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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