InMoment XI
DECEMBER 27, 2016
Scores, the very mechanism intended to rally employees around improving customer experience, often lead to employees taking their eyes off the ball. Some company cultures become so obsessed with turning arbitrarily labeled “Detractors” and “Passive” customers into “Promoters,” that they seem to forget that a great customer experience is the desired outcome.
Customer Bliss
DECEMBER 29, 2016
I launched a podcast, The Chief Customer Officer Human Duct Tape Show , in 2016. We’ll be back with new episodes in early 2017. So far, we’ve published 32 episodes. At the end of all 32, I asked the guest — typically a Chief Customer Officer or someone who owns customer experience at their organization — what I call my “pay it forward” question.
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GetFeedback
DECEMBER 29, 2016
The future is all about the customer. We pulled together the year's most influential customer experience articles from CX thought leaders around the web.
Michelli Experience
DECEMBER 27, 2016
I am proud to say that Horst Shultze, the founder of the modern-day Ritz-Carlton Hotel Company, has been a mentor. One day, I was asking Horst about a client of mine that was struggling to engage customers. As I presented the challenge to Horst, I explained the efforts the company’s leaders had exerted to, “improve the quality of their customer experience so that most customers had less pain during interactions”.
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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
DECEMBER 27, 2016
Scores, the very mechanism intended to rally employees around improving customer experience, often lead to employees taking their eyes off the ball. Some company cultures become so obsessed with turning arbitrarily labeled “Detractors” and “Passive” customers into “Promoters,” that they seem to forget that a great customer experience is the desired outcome.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ShepHyken
DECEMBER 26, 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. The Hidden Costs of Poor Internal Customer Service By Joanne Wortman. (Integrify) Of course, every business understands the need to maintain a high commitment to providing excellent customer service.
transcosmos Information Systems
DECEMBER 27, 2016
Cutting-edge technologies will continue to dominate in 2017. This means more efficiency and faster turnaround time for technology-based tasks. But as with all things new, there are also underlying implications that are bound to be felt in some areas. Without further ado, here are the top IT trends for 2017 that are likely to impact in varied ways those in the business and tech sectors: The Rise of the Bots.
Experience Matters
DECEMBER 27, 2016
Voice of the Customer (VoC) programs are a central part of most customer experience efforts. Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016. For additional info, check out our VoC resource page. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (12″ x […].
Michel Falcon Experience
DECEMBER 28, 2016
In December 2016, I had a great opportunity to travel to Australia to go on a keynote speaking tour , visiting Sydney, Melbourne and Gold Coast, to work closely go with LJ Hooker (Australia’s largest real estate company). During our time together we worked with their highest performing real estate agents and franchise partners to teach them how to create an experience their customers have never seen before.
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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
ShepHyken
DECEMBER 27, 2016
Bill Aston Shares the Roles (and Challenges). of Using Technology to Provide Amazing Customer Service. Have you thought about how you and your organization can use technology to enhance the customer service experience? Shep Hyken speaks with Bill Aston about how the pace of change is increasing in the customer care environment. They discuss how companies must now rely on technology to deliver a satisfactory customer experience due to increased demands placed on them.
Forrester
DECEMBER 29, 2016
China is set overtake the US as the largest retail market by the end of 2016, with retail sales approaching $4.9 trillion. In the Customer Experience Takes Center Stage In The Future Of Retail report, we outline the forces that are reshaping China's retail landscape and driving this massive growth. A handful of Chinese internet giants -- Alibaba, JD.com, Baidu, and Tencent -- are battling to gain dominance in online-to-offline (O2O) commerce and local services, logistics infrastructure and l
Experience Matters
DECEMBER 27, 2016
Voice of the Customer (VoC) programs are a central part of most customer experience efforts. Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (12″ x 24″): poster in pdf, poster in png Filed under: […].
Customer Enthusiast
DECEMBER 29, 2016
Last week, three days before Christmas, I returned home to Denver from Manchester, NH after completing my final event of the year. For everyone who has ventured into an airport on December 22, you’re all too familiar with the long lines, delays, and various other inconveniences and setbacks that accompany holiday travel. Perhaps one of those setbacks occurred during security screening when a TSA officer has taken an interest in a particular carry-on bag containing a wrapped gift for mom.
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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ShepHyken
DECEMBER 30, 2016
This week on our Friends on Friday guest blog post my colleague, Erich Lawson, writes about the importance of being an eco-friendly business and how it can encourage loyalty among consumers. This is a great example of finding out what is important to your customer and making it a priority. – Shep Hyken. Studies have found that businesses are bound to reap numerous benefits from the implementation of social and environmental initiatives most of which require minimal capital.
CSM Magazine
DECEMBER 30, 2016
You can’t just pay lip service to the idea of improving your customer service—you have to take dedicated action to do it right. Here are five easy ways to help you create top-notch customer service. 1. It all starts with hiring. When you hire, at all levels of your organization, you have to look beyond the required skills and find employees with the right personality to fit the culture you want to cultivate.
ClearAction
DECEMBER 28, 2016
How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Only a few managers of the biggest problem areas? The correct answer is: everyone company-wide. Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence.
Andrew Mcfarland
DECEMBER 27, 2016
Revitalize how you think about and act on improving the customer experience at your business in 2017 by reviewing the 10 Most Popular Customer Experience posts of 2016. A series I started in 2013. This year was interesting because some.
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
ShepHyken
DECEMBER 28, 2016
As an organization gets larger, there is a tendency to start to focus more on overhead and profit and less on customer acquisition, and even more important, retention. My friend and customer service colleague, Steve Digioia brought this up and asked the question, “What are the causes of this change and how do you keep this from happening?”. My first response was that yes, this does happen, and then there’s a realization that the company has to get back to focusing on the customer, playing catch
Win the Customer
DECEMBER 29, 2016
Everyone dreams of starting their own business and being in control of their own future. But a successful business requires careful planning and constant attention to management. The fact is, 90% of startup companies fail. Here are four common mistakes you should avoid. Self-Doubt. Starting a business includes a number of daunting challenges, such as managing people, materials, finances, marketing, and looking for advantages over the competition.
Bold360
DECEMBER 29, 2016
No matter how large and diverse your customer base is, you can be sure your customers all have one trait in common: each one of them is unique. True, singularity may sound like an odd choice for a universal attribute, but consider this: while some marketers haven’t recognized the truth that every customer is unique, you can bet the customer knows it.
Middlesex Consulting
DECEMBER 26, 2016
In the early 1990’s, I became the Vice President of Service for Oxford Instruments in the Western Hemisphere. After taking care of some early logistics challenges, like where should I sit and on what, I set up a meeting for the whole team – remote engineers and in-house technical support. There were no other overhead people since this was a new organization.
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Experience Matters
DECEMBER 29, 2016
In case you missed some of Temkin Group’s research, here’s a recap of our 2016 publications. In 2016, we surveyed 20,000 U.S. consumers, 800 IT decision makers, 300 HR professionals, and more than 2,500 other professionals. We also had detailed interviews with more than 150 professionals. All of this research led to reports covering best practices, trends, […].
CSM Magazine
DECEMBER 30, 2016
Building and sustaining a superior service culture needs the support of committed service leaders and aligned leadership teams. Leaders must set a clear vision, inspire dedicated action, provide effective education, and cultivate a conducive environment. Let’s look at each of these four points more closely to understand a leadership team’s critical role in building an “uplifting” and sustainable service culture in an organization. 1.
Steve DiGioia
DECEMBER 26, 2016
This original article was written by Steve DiGioia. As a follow-up to my previous post “ 11 Industry Experts Discuss “What’s More Important: Customer First or Profit First? ”, I contacted Evan Carmichael – who offered to provide his response in a LIVE YouTube Hangout. Watch it below. Evan Carmichael was named one of the Top 100 Great Leadership Speakers by Inc.
Clarabridge
DECEMBER 28, 2016
It’s time to make your resolutions for 2017. We’ve come up with 5 CX Resolutions that will help customer experience pros get the new year off to a good start. 1. Shed the extra weight. Get rid of practices that don’t provide efficient customer experience management, like long surveys, slow social engagement, or keeping your data in silos. 2. Be better with your money.
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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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