Sat.Jan 10, 2015 - Fri.Jan 16, 2015

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Wired Together: Building Customer Loyalty And Word of Mouth

Experience Investigators by 360Connext

'The following is a Best of 360Connext post. There are two questions I receive from business contacts regularly. How can we increase loyalty? How can we get more word-of-mouth business? They are actually two sides of the same coin, in my humble opinion. Consider yourself as a loyal customer. We are most likely loyal to some brand or another. I’m sure the Apple enthusiasts out there are already assigning themselves in the Apple column.

Loyalty 291
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How Are You Framing the CX Work to Build Customer Reliability?

Customer Bliss

'Begin building credibility by getting specific and operationally relevant about the customer experiences you will be enabling and building. Engage as early as possible the operational leaders and matrix organizations who you will be working with. Define the level of collaboration required to be successful. Challenge each other about how realistic it will be to move from silo based approaches to united approaches.

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Philosophies to Improve Your Customer Experience in 2015

Beyond Philosophy

'There are many philosophies out there. The thing about philosophy is that it doesn’t always have much real-world application behind it. Anyone can claim a philosophy but can they make it work in the real world? I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”.

2015 163
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Introducing a New Guide to Customer Service Higher Education

Customers That Stick

'Today we are releasing our new guide to customer service and customer experience higher education programs. The Customers That Stick TM Guide to Customer Service Certificate and Degree Programs is designed to help shine a light on the growing importance of our field and to help generate interest in those higher learning institutions that are at the forefront of customer service and customer experience education.

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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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The Road to Customer Frustration is Paved with Good Intentions

Experience Investigators by 360Connext

'One of my mother’s favorite expressions was “the road to hell is paved with good intentions.” This well-worn phrase allows us to examine what we’re really doing, and not just the why. Words don’t do much unless they’re backed with action. Saying you’re customer-centric isn’t enough. Recently, I received an email about an e-reader service I had paid for a long time ago.

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Why I Suffered Through A Website Redesign (and You Should, too!)

Beyond Philosophy

'The end of 2014 was really busy. My wife just had a fairly serious surgery (she’s doing great, but recovery takes time), and I am launching a eBook. So of course it should be evident this was the ideal time to redesign the user interface on my company’s website ! If you have ever suffered through this process, then you know that having this many balls in the air and taking on a website redesign is bordering on mad.

CEM 152
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8 Ways to Ensure Customer Experience Actually Builds Trust

Win the Customer

'One of the most important parts of selling to new customers or keeping existing customers is to build trust and build customer relationships. If you’ve got a strong customer relationship, you can sell at higher prices and get bigger sales opportunities than if you don’t have such a deep relationship. If your customer experience is […].

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Meet Your Customer Experience Goals: A Four-Step Guide

PeopleMetrics

'Every blank page in our shiny new calendars promises untapped opportunity, achievement, results, CX awesomeness. We have 12 months to kick butt with our customer-centric goals. To become NPS Olympians. To gear up, plan our journey, and climb to the summit. Sure, we CX professionals are a hopeful bunch. But, as they say, hope is not a strategy. So, we thought we would share our practical guide to reaching our goals.

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Metrics for Customer Experience Management

ClearAction

Metrics for Customer Experience Management. Metrics selection may be your most important decision for customer experience success. Metrics drive thinking and doing, because they communicate to executives and employees what matters most to the company, what will be visible to peers and the chain of command, and what will be rewarded. The gravity of upside and downside to customer experience metrics selection cannot be overstated.

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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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Why Customer Experience Research Has Morphed: Focus on Change from Cognitive and Rational to Emotional and Relationship-Driven

Beyond Philosophy

'Over the past thirty years, most customer-related research has focused almost entirely on the cognitive, rational, and functional elements of decision-making. Why? Well, researchers are logical, and the cognitive and rational certainly looks logical – – and emotions, or emotional context, is challenging to measure. For years, especially in qualitative research, professionals endeavored to get at “feelings” involved when making a brand choice and/or a purchase decision; but that di

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Meet the Faces of Customer Experience 2014

Customers That Stick

'We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. Their histories and influences, such as mentors, Italian restaurants and books have something to teach us all. So let us reintroduce you to our Faces from 2014.

2014 104
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Want to Emotionally Engage Your Employees? Ask This Question During Interviews

Michel Falcon Experience

'Does your commitment to employee recognition fall in line with what you expected when you were an employee? In other words, do you care about employee recognition as much now, as a leader, compared to when you were a frontline employee yourself?It’s very easy to forget the things that mattered to… Read More». The post Want to Emotionally Engage Your Employees?

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Why Customer Efforts Fail – Eight Signs to Look For and Avoid

Customer Bliss

'Most companies jump in to the CX work without evaluating how the organization works together, whether the CEO is truly committed and if the patience exists for the long road ahead. Here are the eight key issues that usually get in the way of making progress in your focus on customers inside your organization. See if you recognize any of them in your organization. 1.

Metrics 126
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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.

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Falling out of love with John Lewis – even the best find it tough to deliver consistently good customer experiences

ijgolding

'This is not the first time I have written about John Lewis. A British retailer recognised by many as the epitome of a people (customers and employees) focused brand, their challenge for a long time has been to maintain their position as a Customer Experience leader for others to look up to and admire. Founded in 1864, the perception of John Lewis as a brand you can trust has been built over many years of hard work – hard work in adapting to the world around it and the ever changing needs

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From Virtual to (Augmented) Reality: Technology Brings the Customer Experience to Life

Think Customers

'Engagement and experience have always walked hand-in-hand. But, as technology progresses, this symbiotic relationship holds more importance than ever before. Thus, big brands have jumped at the opportunity to incorporate augmented reality (AR) applications to engage consumers in new ways at every stage of the customer journey. Such technologies allow companies to expand upon the traditional experience, bringing added value to the average consumer.

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What the heck IS loyalty, anyway?

Heart of the Customer

'Is it your Net Promoter Score (NPS)? Customers who say they’re likely to purchase again? Some other survey metric? Or is it something else. If you spend as much time reading customer experience (CX) reports as I do, you might pick up on a theme. Many of us actually believe that if a customer says they’ll purchase more from us, then they actually will.

Loyalty 92
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Resolutions Don’t Work in Customer Service… Habits Drive the Customer Experience

Kristina Evey

'Resolutions Don’t Work… HABITS Do. . First off, I hope all of you had a wonderful holiday season and are looking forward to the promises and opportunities of 2015. . Many of you likely fell into the nostalgic traditions of setting New Year’s Resolutions with big plans and the best of intentions. And… like the MAJORITY of folks, most (if not all) of those resolutions have already fallen by the wayside.

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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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Customer-Centric Cultures Don’t Just Happen

PeopleMetrics

'In the romantic view of creativity, the artist waits. Then in a flash of inspiration, the artist suddenly receives a fully formed idea. All the artist has to do is bring it to life. In a more realistic view, as regular artists and creative types can tell you, you have to get to work to be productive. Creating a body of work is not about waiting for a lighting strike.

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Surge of Store Closings Reveals Greater Need for Omnichannel

Think Customers

'With the holiday shopping season behind us, retailers have planned a tidal wave of store closings for 2015. Among the closings are Macy''s, JCPenney, Guess, Radio Shack, as well as teen apparel stores Delia''s, Aeropostale, Wet Seal, and Abercrombie & Fitch. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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What Has Motive Got To Do With Customer Loyalty?

Maz Iqbal

'More than once and by more than one ‘customer guru’ I have been accused of bringing moral considerations into an arena where moral considerations do not belong. Which arena is that? The business arena. Many folks are convinced that what matters in business is the right strategy (plotting the right course) and effective-efficient execution.

Loyalty 115
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The 6 Components of a Customer’s Experience; True Gratitude

The DiJulius Group

'Customer loyalty is your organizations strongest asset. 2015 has to be about how you are going to make your Customer Experience your distinct competitive advantage. Before you can move forward creating a strategy, your leadership team needs to give your Company’s Customer Experience a checkup to recognize your strengths and weaknesses. The Six Components […].

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Development of the Customer Sentiment Index: Lexical Differences

Bob Hayes

This is Part 2 of a series on the Development of the Customer Sentiment Index (see introduction , and Part 1 ). The CSI assesses the extent to which customers describe your company/brand with words that reflect positive or negative sentiment. This post covers the development of a judgment-based sentiment lexicon and compares it to empirically-based sentiment lexicons.

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Want to Emotionally Engage Your Employees? Ask this Question During Interviews

Michel Falcon Experience

'Does your commitment to employee recognition fall in line with what you expected when you were an employee? In other words, do you care about employee recognition as much now, as a leader, compared to when you were a frontline employee yourself?It’s very easy to forget the things that mattered to… Read More». The post Want to Emotionally Engage Your Employees?

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Mirrors that Ask for Your Email Address

Think Customers

'Dressing rooms are an important, but often neglected part of the customer journey. Shoppers frequently make their purchase decisions in poorly lit rooms, sometimes without a mirror. And if they need another clothing size, they have to flag down a sales associate. But like other areas in retail, dressing rooms are getting a makeover. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Retail 84
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Voice of the Customer Gets a Makeover for 2015

PeopleMetrics

'In 2015, we’re improving the look and feel of our Voice of the Customer platform. The upcoming update is based on user feedback, and it’s a major step forward in our ongoing development to improve our user experience (UX). In this blog post, we’ll cover two key areas: the Dashboard and Real-Time Reports. Each will see UX changes when the new update launches the week of January 12th.

2015 79
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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the