Sat.Oct 04, 2014 - Fri.Oct 10, 2014

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Love Your Customers, Love Your Profession!

Experience Investigators by 360Connext

'For the second year in a row, customer experience professionals around the globe celebrated Customer Experience Day , affectionately known as CX Day. In Chicago, I was happy to be a part of the celebration, as one of the Customer Experience Professionals Association local networking events happening simultaneously around the world. Customer experience as an industry is still in its infancy.

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A Customer Experience (CX) Paradigm Shift–Are You Ready?

InMoment XI

(Allegiance/MaritzCX is pleased to feature this guest blog from Jodie Preiss at Halycon Marketing in Australia.) It seems that the world is evolving so fast these days, and it can be almost impossible to keep up with the next big thing. Too often by the time you find out about it, it’s old news.

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Why Do You Track Customers Referrals?

Customer Bliss

'Consider the customer referral as the true money question; it’s the final frontier of loyalty. If your customers are willing to stick their neck out vouching for you, they have become your marketers. A customer referral means that you’re firing on two important cylinders. First, you’ve done enough things right that they meld together into an experience that’s more than the sum of the parts of your organization.

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Why Most Customer Experience Programs Fail

Beyond Philosophy

'We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. Most organizations attack the symptom not the cause. The symptom is a poor experience; the cause is their lack of Customer centricity.

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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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5 Ways to Instill Customer Focused Values Throughout your Organization

Experience Investigators by 360Connext

'Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. They instill the values that matter, not just the process. Large organizations however are big beasts. Silos make understanding the customer journey that much harder.

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My 3 Crucial Lessons from These Customer Experience Entrepreneurs

Michel Falcon Experience

' . It was in 2007 that I set a goal to become a customer experience consultant and keynote speaker. I recognized that the companies we admire have made a premeditated effort to put their customers at the core of their business. I also realized that companies who continuously improve their customer experience can grow to become billion dollar companies.

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Customer Service – Which Comes First – the Customer or Your Staff?

Kristina Evey

'Which Comes First – The Customer or Your Staff? Customer service is an obvious and crucial focus for any company looking for sustainable financial success. You MUST focus on customers. You MUST value and appreciate the business, revenue, and referrals they bring you. Customers today are leaving businesses that take them for granted. Customers are looking for those businesses that understand they are only one option and make it their goal to be the BEST option in terms of customer servi

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The Ultimate Customer Experience Infographic, 2014

Experience Matters

'In honor of Customer Experience Day, Temkin Group created its second annual “The State of Customer Experience” infographic. You can see a vertical infographic below or: Click here to download the vertical infographic (.pdf). Click here to download as a 18″ x 24″ poster (.pdf). Here are links to the research referenced in this infographic: ROI of Customer Experience, 2014.

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A Customer Experience (CX) Paradigm Shift–Are You Ready?

InMoment XI

(Allegiance/MaritzCX is pleased to feature this guest blog from Jodie Preiss at Halycon Marketing in Australia.) It seems that the world is evolving so fast these days, and it can be almost impossible to keep up with the next big thing. Too often by the time you find out about it, it’s old news.

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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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Committing to Customer Management

Customer Bliss

'This post is part of the 2014 CX Day Customer Experience Blog Carnival. There are always multiple moving parts to any customer leadership decision that’s right for your business. The Reality Check Audit pushes the issues you may be grappling with to the surface. If you haven’t taken the time to complete this critical task, do it now. Download the 26-page Reality Check Audit PDF.

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eBay & PayPal’s Split is Good for Customers

Beyond Philosophy

'I was having a family birthday meal for my Father birthday last weekend. He was talking to my kids about the changes that he has seen over his 87 years. There have been many! I made the comment during the meal that I am sure that when my kids are Grandparents, I was sure they will be sitting around similar family gathering telling their grandchildren of the time when people carried around money in the form of pieces of metal in their pockets and paper in wallets.

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Lesson From Dana-Farber: Treat The Whole Person

Experience Matters

'As part of yesterday’s Customer Experience Day celebration , I attended a CXPA local networking event at the Dana-Farber Cancer Institute (DFCI) in Boston. The session kicked off with a panel from the DFCI discussing patient experience. I’m a big fan of DFCI and have enormous respect for the great work that it does in battling cancer. The panel, which included a cancer survivor turned volunteer, was fantastic.

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5 Customer Service Language Hacks

Customers That Stick

'Language is important not just to how we communicate with our customers but to how we communicate with ourselves. The right words can put an irritated customer at ease and help you approach difficult situations with greater ease. Effective customer service language can take a long time to master, so I thought I would share a few quick language tips you can incorporate into your service communication immediately.

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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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Happy Customer Experience Day!

Customer Bliss

'Today is a great day for customer experience professionals around the world, as we celebrate and support the work of driving customer driven growth. Please go to CX DAY for a complete calendar of events. Take advantage of a host of offerings: Online events. Local networking events around the world. I hope to connect with you today online. Know I’m with you in spirit.

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#CXDay – A Tale of Two Company Celebrations

Heart of the Customer

'Happy CX Day! If you haven’t already planned out your CX Day, head on over to www.CXDay.org to learn all that the CXPA has planned for this celebration of those driving customer loyalty through an improved customer experience. Two Minnesota companies that are making a splash today are Wolters Kluwer and ShopHQ. I asked their customer experience leaders about their plans, and am sharing them with you in hopes that it will give you some good ideas to use for next year. ——̵

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Congrats To Industry Leaders in Customer Service

Experience Matters

'Since today is the last day of Customer Service Week, I’m give a shout out to industry leaders in the 2014 Temkin Customer Service Ratings. The chart below shows the leaders across 19 industries, along with where they ranked compared with the 233 companies in the ratings. The bottom line : Happy Customer Service Week! Customer experience customer service Advantage Amazon.com AOL Apple bright House Networks Chick-fil-A Courtyard By Marriott Edward Jones Electrolux H.E.

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10 Ideas to Take Your Customer Experience to the Next Level

Think Customers

'Creating the perfect customer experience is a challenge for many of us. In recent years, we''ve seen many customer experience blunders. J.C. Penney, for instance, stands out as one of the most well known when it overhauled its operations without asking many customers what they wanted. The company changed the layout of nearly every store, overwhelming and losing long-time customers resulting in a 25 percent sales loss in one year.

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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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5 Reasons Why Customer Feedback Matters More Than Ever

Win the Customer

'So you’ve done everything possible to satisfy your customers. You’ve exerted all efforts to better your products and customer service. You treat customers like kings and queens, and provide everything to match their wants and needs all the time. Now how do you know if your strategies are working? How do you know if your […].

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What I Took Away From CXDay In London, UK

Maz Iqbal

'CXDay organised by the CXPA took place yesterday. At the invitation of Marco Rodrigues, I found myself at the CXDay event taking place in London. Here is what I took away from that event: The terms customer-centric, Customer Experience, and innovation are empty. They are so empty that each person can fill them up whatever meaning they wish. And they do.

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Celebrating #CXDay

Heart of the Customer

'I hope you had a terrific CX Day! I really enjoyed the online content – if you didn’t get a chance to view it, I highly recommend going to www.CXDay.org for a chance to review them. Here in Minneapolis we had an amazing event, with over 80 participants learning about what to do when your customers are tired of talking to you (survey fatigue).

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Design Your Customer Experience to be Frictionless

Think Customers

'Most definitions of "customer experience" boil down to how a customer perceives all their various interactions with a product. And of course this only really makes sense when we try to view it from the customer''s own point of view. The quality of a customer''s experience with your product or service is whatever the customer says it is. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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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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What is Customer Service Week?

Win the Customer

'Did you know that every year, the first full week of October is recognized as Customer Service Week? Customer Service Week is a great opportunity for organizations that rely on customer service and customer support teams to celebrate the important role customer relations has in business success. In addition to fun traditions and parties that […].

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Set the tone for exceptional customer service!

Customer Enthusiast

'For years, researchers have studied disconnects between sender and receiver in electronic communications. It’s challenging to convey emotion and tone, for instance, via email or chat without the benefit of cues such as facial expressions, hand gestures, or vocal tone. One study examined overconfidence over e-mail by comparing the perceived and actual ability of participants to communicate effectively.

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Are You Celebrating #CXDay Tomorrow?

Customers That Stick

'Are you familiar with CX Day? CX Day is dedicated to celebrating customer experience and professionals who work in the customer experience field. CX Day is held on the first Tuesday of October, so this year it is being celebrated tomorrow, October 7, 2014. CX Day is created by the Customer Experience Professional’s Association (CXPA), to which I belong.

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CX Day to Celebrate Great Customer Experience

Think Customers

'According to the Temkin Group''s recent report, The State of Customer Experience Management, 2014, six out of 10 large companies want to be their industry''s CX leader within three years. In many cases, customers who report having good experiences with companies are likely to recommend those brands to friends and buy from them again. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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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.