InMoment XI
JULY 21, 2016
Customer loyalty isn’t the same in every industry. The biggest overall differentiators are the length of the customer life cycle, the number and frequency of interactions, and the emotional engagement in every buying event. For example, in the automotive industry, on average, a new car is bought every four years and for some customers, a. View Article.
Alida
JULY 19, 2016
It’s impossible to overstate the urgency for businesses to understand Millennials, the generation born between 1980 and 1995. In the U.S. alone, Millennials number 80 million, and control over $600 billion in annual spending. Also known as Gen Y, this cohort already has enormous impact on society and the economy. In a new comprehensive report, Vision Critical, in partnership with the insights consultancy Maru VCR&C, set out to uncover truths and bust myths about this elusive generation.
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Experience Investigators by 360Connext
JULY 21, 2016
One of the most rewarding parts of being a Customer Experience Investigator™ is when a client and I gather people from all departments of their organization to map the customer touchpoints. We call these CXI® Touchpoint Discovery Workshops because they are not only about the actual touchpoint mapping, but about seeing the customer journey from a […].
Beyond Philosophy
JULY 18, 2016
Many of you will have seen this video of a little girl whose parents surprised her with a new doll? The doll is special because it has a prosthetic leg – just like its recipient. It’s hard not to get choked up as you watch her burst into tears as she hugs her new friend for the first time. The girl’s parents posted the video on Facebook and it quickly went viral.
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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
JULY 21, 2016
Customer loyalty isn’t the same in every industry. The biggest overall differentiators are the length of the customer life cycle, the number and frequency of interactions, and the emotional engagement in every buying event. For example, in the automotive industry, on average, a new car is bought every four years and for some customers, a.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
JULY 20, 2016
She could've done a better job with Rule # 1 - Don't Be Rude. The post Customer Experience Rule No. 1: Don’t Be Rude! appeared first on Customer Experience Consulting.
Beyond Philosophy
JULY 20, 2016
There’s been a lot of press recently about the decline in the American Middle Class and the rapid increase in the incomes and net worth of people at the very top of the socioeconomic scale. Increasingly, these high income people have lifestyles that don’t involve mingling with everyone else. They segregate themselves in posh gated communities, send their kids to private schools and camps, and join elite social clubs.
InMoment XI
JULY 21, 2016
Customer loyalty isn’t the same in every industry. The biggest overall differentiators are the length of the customer life cycle, the number and frequency of interactions and the emotional engagement in every buying event.
Customers That Stick
JULY 17, 2016
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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
Customer Bliss
JULY 21, 2016
United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If not moreso.) I’ve been honored to do 13 episodes of my customer experience podcast so far, and in each episode, I talk with the guest about these ideas.
ShepHyken
JULY 22, 2016
This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support. It is no doubt that excellent customer support is crucial to success. – Shep Hyken. Not a word about Pokémon Go hysteria from this point on.
InMoment XI
JULY 22, 2016
Telecom Dream Becomes Nightmare, But Has Happy Ending Recently, I needed to have a hard-wired Internet line installed at my house to be better able to work remotely. We already had service with this Internet Service Provider (ISP) but my wife had been involved with the original installation of the service. This time around, it.
Win the Customer
JULY 22, 2016
Without the proper website construction and marketing campaign, your business is going to remain lost online. There are several ways to increase your exposure, and most of the methods only require a little time and effort. Paycor notes that according to SCORE, only 51 percent of companies have a website. Assuming you have a website but you’re still not getting traffic, it likely has something to do with the way your website is setup and how you’re marketing to your customers.
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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Amity
JULY 20, 2016
SaaS Tattler Issue 89 - Should Customer Success Managers be product experts? When taking a look at how we interact with other business functions, it seems as if the first thing on everyone’s mind is always -- *unnecessary drumroll* -- Sales. The reality is, people aren’t talking enough about the other elephant in the room, the dynamic between Customer Success and Product.
ShepHyken
JULY 18, 2016
Each week I read a number of customer service 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. Pokémon Go Shows What Augmented Reality Can Do For Customer Experience by Mark Hillary. (LinkedIn) The really interesting cultural phenomenon around Pokémon Go is that it has very quickly normalised AR.
Kayako
JULY 21, 2016
How many of you have ever had an interview where you were asked a question that set you aback? As if the question stunned you and made you take a moment to analyze and really consider your response? I’ve had so few that I can count them on one hand. That’s not to say that all of the other interviews I’ve had in my life weren’t stellar; just that they didn’t give me the opportunity to truly use the analytical part of my brain that is so important for problem-solving in customer support.
CSM Magazine
JULY 16, 2016
Here are some of the most important things that customers want from you. Fulfill these needs and you will be well on your way to creating “raving fans” 1. Customers want you to be quick! Customers want their products and services yesterday, not tomorrow or 3-4 days down the road. In today’s fast paced world, if you take more than 24 hours to respond to a request from a client, there is a very likely chance that he/she will find someone else to take your place.
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
Avaya
JULY 22, 2016
Last month Google hosted its annual Google I/O conference and their new CEO Sundar Pichai delighted an audience of tech enthusiasts when he said, “We have this vision of a shift from mobile-first to an AI-first world over many years.” At Avaya, we couldn’t agree more. Don’t get me wrong: mobile-first has been and will continue to be a requirement for everything we do.
ShepHyken
JULY 20, 2016
Business Strategy. Not all hotdogs are the same. I love a good hotdog. Since I was a little boy, I can remember my parents taking me to the ball game and having a delicious hot dog. I also remember some family barbecues where we had those fancy big thick kosher hot dogs. It took a while, but I eventually developed a taste for the fancier hot dogs. Well recently I took a liking to a Chicago style hot dog.
Forrester
JULY 18, 2016
It's time for one of Forrester's big annual events: The publication of this year's Customer Experience Index report for US brands. The report is based on Forrester's CX Index ™ methodology, which measures how well a brand's customer experience strengthens the loyalty of its customers. We use this methodology to create an annual benchmark of CX quality at large US brands.
CSM Magazine
JULY 21, 2016
Shep Hyken reflects on a negative customer experience and explains why honesty is always the best customer service policy. We had a reservation Friday night at a restaurant for 7:30. We arrived on time, if not a few minutes early. There were two tables that were available, right in the middle of the restaurant. However, the hostess was looking in other parts of the restaurant.
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Eptica
JULY 20, 2016
Date: Wednesday, July 20, 2016 What do millennials expect from customer service? Published on: July 20, 2016. Author: Guest author: Chloe Hacquard We hear a lot about the impact of millennials on customer service, and how they are driving change in customer service. We asked guest author and millennial Chloe Hacquard for her perspective. Millennials expect five things as standard from customer service: 1.
Kayako
JULY 19, 2016
One of the biggest misconceptions is that customers value brief moments of extraordinary delight over quick and easy help. But there is a harsh reality facing customer-centric businesses: any interaction with your support team is 4x more likely to drive customer disloyalty versus actually improving their experience.*. In fact, 67% of customers today prefer, and expect, self-service tools over talking to your team.* They expect quick answers and zero obligation to talk with a human unless absolut
ShepHyken
JULY 19, 2016
Jeannie Walters Shares How to Improve the Customer Experience. Shep Hyken speaks with the CEO of 360Connext, keynote speaker, and Certified Customer Experience Professional (CCXP) Jeannie Walters, on improving customer experience. They discuss customer experience mission statements, customer expectations, and how to improve everyday interactions. Jeannie shares her expertise, as a leading authority on microinteractions , and how by improving these seemingly minor details you can greatly impact t
InMoment XI
JULY 20, 2016
I knew the unexpected was possible, as a researcher and a realist. But I also knew the odds were in my favor, as someone who relies heavily on statistics and trusts data over anecdotes. “Your second comes earlier,” everyone said. “It’ll be fine. I really want to get this training under my belt before taking.
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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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