InMoment XI
FEBRUARY 18, 2015
Are you managing, or just measuring your customers’ experiences? In this short video, Stephan Thun, CEO Europe of MaritzCX, discusses his thoughts on the net promoter score and the importance of managing the customer experience. You can watch it below. Look out for more next week when we ask Stephan if customer experience is of.
Experience Investigators by 360Connext
FEBRUARY 18, 2015
'I had the opportunity to check out all the shiny new cars at the Chicago Auto Show on the media preview day last week. We’ll have more to share from this later this week, but for now, we wanted to share an observation about innovation. Is innovation so forward-looking you can’t rely on customer feedback? Or should customer feedback be what drives everything, including innovation?
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Customer Bliss
FEBRUARY 17, 2015
'Competency #3: Build a Customer Listening Path. Seek Input and Understanding, Aligned to the Customer Journey. Competency 3 unites your organization to build a “one company” listening system constantly refreshing with multiple sources of quantitative, qualitative, and experiential feedback to tell the story of your customers’ experience, guided by the customer journey framework.
Customers That Stick
FEBRUARY 19, 2015
'At CTS Service Solutions, we believe one of the best ways to improve customer experiences is by making interactions ad easy as possible and by decreasing the hassle-factor. Enter live chat. Live chat contains a number of attributes that contribute to hassle-free experiences. From ease of first contact, to low-to-no hold times, to the convenience of customers interacting with service reps while performing other tasks, live chat offers an opportunity for organizations to assist customers quickly
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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
FEBRUARY 18, 2015
Are you managing, or just measuring your customers’ experiences? In this short video, Stephan Thun, CEO Europe of MaritzCX, discusses his thoughts on the NPS® net promoter score and the importance of managing the customer experience. You can watch it below. Look out for more next week when we ask Stephan if customer experience is of equal. View Article.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customer Bliss
FEBRUARY 19, 2015
'As much as we’d like comments alone to compel operational change, it isn’t going to happen. Operations won’t be inclined to change a process that involves 2,200 employees because of a list of quotes. That information is not actionable or operational enough to gain attention or drive accountability. You need to offer people a way to account for the issues in a reliable and automated manner.
Win the Customer
FEBRUARY 16, 2015
'According to Google, it beats customer service in terms of average monthly search volume 380k+ to 200k. Why is experience nearly twice as popular – what’s the big deal anyway? How much cheaper is it for you to retain a customer than to acquire a new one? Why pull teeth for a testimonial from an […].
InMoment XI
FEBRUARY 19, 2015
Sonic Automotive, which owns the EchoPark brand, spent a ton on research to better understand the customer experience. The result was the first store in Thornton, CO. As Marti Eulberg says, the facility was not designed from an automotive perspective but was designed from a retail and CX perspective. They looked at Amazon, Starbucks, and. View Article.
Beyond Philosophy
FEBRUARY 16, 2015
'I’m grateful to my colleague, Richard Vanderveer, for making readers of his blog aware of an insightful report – Return on Word of Mouth, or WOM/ROI – recently issued by the Word of Mouth Marketing Association (WOMMA). As a long-time believer in the power of word-of-mouth and brand favorability in b2b and b2c marketing ( [link] and [link] ), he deserves a sincere thank you for bringing this insightful piece of work to everyone’s attention.
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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
FEBRUARY 16, 2015
'I am unlikely to be the first person to write an article focusing on whether or not the Customer Experience really makes a difference. I am also unlikely to be the last. On a weekly basis, Customer Experience Professionals all over the world are being challenged to demonstrate the ‘tangible’ value focusing on the Customer […].
Win the Customer
FEBRUARY 18, 2015
'Cloud services enable organizations to manage customer communities and develop customer relationships improving the overall customer experience. For decades, small businesses had a comfortable, predictable relationship with their customers. The traditional rapport goes something like this: a company offers a product or service, a customer is looking for such a product or service, the company […].
InMoment XI
FEBRUARY 18, 2015
Are you managing, or just measuring your customers’ experiences? In this short video, Stephan Thun, CEO Europe of MaritzCX, discusses his thoughts on the NPS® net promoter score and the importance of managing the customer experience. You can watch it below. Look out for more next week when we ask Stephan if customer experience is of equal.
Andrew Mcfarland
FEBRUARY 17, 2015
'How often does your company make a concerted effort to connect those doing the work, with those consuming the work-product? If the answer is “never” you are missing a valuable way to (a) connect with your customers and (b) improve your product. I recommend reading a recent HBR article which focuses on cooks and [.].
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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Experience Matters
FEBRUARY 17, 2015
'We just published a Temkin Group report, Employee Engagement Benchmark Study, 2015 , which is our annual analysis of U.S. employees. Here’s the executive summary: We used the Temkin Employee Engagement Index to analyze the engagement levels of more than 5,000 U.S. employees. We found that although employee engagement overall has increased over the past year, engagement levels still vary by organization, industry, and individual.
Think Customers
FEBRUARY 18, 2015
'Customer loyalty is increasingly important across industries as it gets tougher to differentiate between products and services that offer similar price points and features. But what drives customer loyalty? Research firm Brand Keys analyzed this topic in its latest Customer Loyalty Engagement Index. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
InMoment XI
FEBRUARY 19, 2015
Sonic Automotive, which owns the EchoPark brand, spent a ton on research to better understand the customer experience. The result was the first store in Thornton, CO. As Marti Eulberg says, the facility was not designed from an automotive perspective but was designed from a retail and CX perspective. They looked at Amazon, Starbucks, and.
ClearAction
FEBRUARY 14, 2015
Loving Suppliers for Customer Experience Excellence. Is it possible to be the darling of your customers, yet the opposite to your suppliers? Does it make sense to want your customers to love you and at the same time have no intention of letting your suppliers earn the same privilege? Whether you sell to consumers or businesses, think about the logic and the consequences.
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
Heart of the Customer
FEBRUARY 19, 2015
'As a passionate customer experience (CX) advocate, I frequently get to meet with companies just beginning their customer experience journey. I can consistently predict their future success when the conversation moves to governance. Governance is the active involvement of senior leadership to guide the program and knock down barriers on the way to an improved customer experience.
Win the Customer
FEBRUARY 20, 2015
'Investing in a comprehensive customer experience program enables organizations to effectively connect with their customers, enhancing service delivery and customer results. Organizing and mapping the specific touchpoints of a comprehensive customer experience journey is critical for any organization looking to get the most from customer interactions.
InMoment XI
FEBRUARY 19, 2015
Sonic Automotive, which owns the EchoPark brand, spent a ton on research to better understand the customer experience. The result was the first store in Thornton, CO. As Marti Eulberg says, the facility was not designed from an automotive perspective but was designed from a retail and CX perspective. They looked at Amazon, Starbucks, and.
Think Customers
FEBRUARY 16, 2015
'Leadership can be defined as one''s ability to get others to willingly follow. Of course, leaders can be nurtured, but effective leadership also requires certain traits. In honor of President''s Day, I offer examples of some of the most effective U.S. presidents and the leadership traits that helped cultivate their successes.
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PeopleMetrics
FEBRUARY 20, 2015
'I’ve written about the relationship between customer experience and brand before, but I think it’s an important topic to think about. Especially in our space. So let’s go over three reasons why I think it''s better to focus on customer experience than brand. 1. Customer experience is tangible. I’ve cobbled together a marketing career over the years, and I still couldn’t give you a solid definition of what a brand is.
Win the Customer
FEBRUARY 17, 2015
'Take measures to promote consistent brand messaging and secure your portion of the competitive landscape. Your brand is who you are and what your business stands for. If your branding strategy is not uniform across the board and at every point of contact, your company will send mixed messages to its target markets. The result? […].
Peter Lavers
FEBRUARY 18, 2015
Customer Think is a really interesting hub of guest bloggers on customer related topics (especially US writers). I’ve recently started sharing content on there and its been a positive experience with active engagement. Having been selected as Editor’s Pick for both my first two articles has of course warmed me to the site. My most recent post was an older one from this site, encouraging those implementing Customer Effort Score programmes to learn the lessons of what happened with NPS (i.e. don’t
Think Customers
FEBRUARY 17, 2015
'Mobile is on a tear. According to The Economist Intelligence Unit, mobile is expected to be the prevailing channel used by younger bank customers in the next five years. Meanwhile, Gartner predicts that by 2017, mobile commerce will represent half of all digital commerce revenue in the U.S. And it''s not just Millenials who are working their mobile devices feverishly - according to Deloitte, the 55+ crowd is experiencing the fastest year-over-year increase in smartphone penetration in developed
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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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