InMoment XI
OCTOBER 6, 2015
At the recent Frankfurt Motor Show I had a chance to sit down with Karl Schlicht, EVP Toyota Motor Europe – Sales & Marketing, Product Management and After Sales for both Toyota and Lexus. He had just finished launching the new Prius to a packed Toyota booth numbering about 1,000 people. It’s no small wonder.
Customer Bliss
OCTOBER 6, 2015
In Competency Three (Customer Listening Path), you follow the customer journey stages to create a unified listening path that consolidates aided and unaided listening. 1. Build a blend of quantitative and qualitative information to tell the story of customers’ lives. Collect feedback from multiple sources. Don’t rely on survey data alone. Unite ‘aided’ feedback; when a customer is invited or prompted to give feedback or respond to a survey, with ‘unaided’ feedback which customers volunteer daily
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Beyond Philosophy
OCTOBER 6, 2015
I find it beyond belief how large organizations can cheat and lie to their Customers. Maybe it’s because I’m becoming old or maybe it’s just because it is happening more. Skechers lied to us that if we wore their (weird-looking) Shape-up shoes that we could get in shape without setting foot in a gym. BP lied about their compliance with safety regulations for their off shore Oil operations; a lie that resulted in 70 million gallons of oil spilled into the Gulf of Mexico.
ClearAction
OCTOBER 4, 2015
How to Make Customer Experience Strategy Integral to Corporate Strategy. Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate strategy? This question was asked in the ClearAction Annual Business-to-Business Customer Experience Management Best Practices Study.
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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
OCTOBER 5, 2015
Unfortunately, this memo reflects the situation for a lot of us in the Customer Experience space. Company leaders know CX is important conceptually, but they don’t always allocate the resources to make our programs a true success. Because they’d like to see some results before they go “all in,” we are left to drive.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
OCTOBER 9, 2015
Big data is the gigantic data sets whose analysis could reveal predictions of human behavior. Big data is big news. If we can predict what people will do in a given situation, we can create situations that get them to do what we want. But Big data is only showing us a part of the big picture. The biggest part, WHY people do what they do is, as of yet, missing from Big Data.
transcosmos Information Systems
OCTOBER 8, 2015
Technology has become an indispensable part of modern living. From mobile devices to smart phones to personal computers, all the way up to ads on LED screens and social media, it can literally be found in practically every corner of our lives. It goes without saying that businesses have tried to find ways to improve their customer service through the use of technology, so much so that customer service has become incomplete without it.
InMoment XI
OCTOBER 7, 2015
Ride sharing is much more developed in Europe. As North American manufacturers look at ways to incorporate it in their strategies, a company like BlaBlaCar is perhaps one to look at in the evolving automotive customer experience. Until next time. @christravell.
Win the Customer
OCTOBER 5, 2015
Many companies organize customer support by tiers and provide agents with a script to handle contacts. This arrangement is terrible for customers, and it’s bad for agents. But going off scripts can be the difference between great experience and bad service. Scripted customer service often leads to frustration for customers, who have to repeatedly describe their problem […].
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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
Beyond Philosophy
OCTOBER 5, 2015
In my experience everyone loves the idea of improving the Customer Experience (CX) until you ask him or her to change their business as usual. It is especially true when you are talking about your senior team. Unfortunately, you must have the engagement of the senior leadership to be successful. While the good news is 20% of executive teams fully support the CX agenda, that also means 80% don’t.
Customers That Stick
OCTOBER 7, 2015
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InMoment XI
OCTOBER 7, 2015
Ride sharing is much more developed in Europe. As North American manufacturers look at ways to incorporate it in their strategies, a company like BlaBlaCar is perhaps one to look at in the evolving automotive customer experience. Until next time.
Experience Matters
OCTOBER 6, 2015
In honor of CX Day , Temkin Group is publishing a free eBook: 15 Tips for Engaging Employees. Here’s the executive summary: . It is impossible for an organization to deliver a great customer experience without an engaged workforce. To help you engage your employees in your customer experience journey, we have compiled a list of 15 examples of how leading-edge companies are practicing what Temkin Group calls the “Five I’s of Employee Engagement”—Inform, Inspire, Instruct, Involve, and Inc
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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Forrester
OCTOBER 6, 2015
I am an eternal optimist. My take on the Dow's spiraling downward in Q3? Buying opportunity! That "exercise pill" scientists are working on that promises the benefits of exercise without any of the effort? I'm thinking my six pack abs are now a sure thing. And I'm even holding out hope that the next season of "Homeland" will be as good as the first.
Kerry Bodine
OCTOBER 5, 2015
Happy CX Day! On this important day, I want to discuss an important topic: strategy. In a recent post , I lamented how many companies today focus on business strategy first and customer experience strategy second. They decide what they’re going to do—and, as an afterthought, make decisions about how they’ll deliver their products and services. Everyone loves to talk about how Zappos.com delivers a great customer experience.
InMoment XI
OCTOBER 7, 2015
Ride sharing is much more developed in Europe. As North American manufacturers look at ways to incorporate it in their strategies, a company like BlaBlaCar is perhaps one to look at in the evolving automotive customer experience. Until next time.
Experience Matters
OCTOBER 6, 2015
Once again, Temkin Group is publishing a new infographic for CX Day. You can see the full infographic below. Here are links to: Download a printable infographic (.pdf). Download a printable 18″ x 24″ poster (.pdf).
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
Kayako
OCTOBER 8, 2015
Founder of CoSupport , and host of UserConf, the only customer support conference, Sarah Hatter will be joining Sarah Chambers, Head of Support here at Kayako for a webinar on Thursday 15th October to discuss the common communication mistakes support teams make. Sign up for it now. In this month’s webinar, Sarah Hatter and Sarah Chambers will be discussing the common mistakes support representatives make when it comes to topics like language and self-service.
Provide Support
OCTOBER 7, 2015
A guide to customer service nirvana. We are all dreaming of some perfect destination in our lives, in our businesses, in our relationships. A place which we could call home, where we can relax and savor each moment of existence. Does it exist? I feel that it does. In my perception this place is very magical. It is a state of perfect balance where, once you reach it, everything gets taken care by itself, one element enabling and supporting the functioning of another and where everything is interc
InMoment XI
OCTOBER 6, 2015
At the recent Frankfurt Motor Show I had a chance to sit down with Karl Schlicht, EVP Toyota Motor Europe – Sales & Marketing, Product Management and After Sales for both Toyota and Lexus. He had just finished launching the new Prius to a packed Toyota booth numbering about 1,000 people. It’s no small wonder. View Article.
Think Customers
OCTOBER 5, 2015
In today's highly competitive economy, great customer experiences are vital to the ongoing success of any organization. But change takes time. Implementing new corporate initiatives can be a slow process that requires jumping through numerous hoops before igniting a major transformation. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Steve DiGioia
OCTOBER 8, 2015
Guest Post by Tal Schnall - Leadership and Customer Service Mentor This original article was written by Steve DiGioia. Today’s guest post is by Tal Schnall. With 20 years of hospitality experience he writes about what ‘true leaders’ can do to provide great customer service. Thanks Tal. Creating a service culture in your organization is not a one-time, skills-training event.
Kate Nasser
OCTOBER 4, 2015
Sales & customer service transparency impresses w/ integrity & builds priceless trust. Remove the fine print or lose customers. Fr The People Skills Coach™. The post Customer Service Transparency: Remove the Shadow of Fine Print! #custserv appeared first on KateNasser.com.
InMoment XI
OCTOBER 6, 2015
At the recent Frankfurt Motor Show I had a chance to sit down with Karl Schlicht, EVP Toyota Motor Europe – Sales & Marketing, Product Management and After Sales for both Toyota and Lexus. He had just finished launching the new Prius to a packed Toyota booth numbering about 1,000 people. It’s no small wonder.
Think Customers
OCTOBER 5, 2015
As we celebrate CX Day to recognize the companies and people that create great experiences for their customers, it's a great opportunity to remember why senior management's commitment to customer experience is so critical. As Peppers & Rogers Group founding partners Don Peppers and Martha Rogers, Ph.D. have often noted, customers are a company's sole revenue source.
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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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