InMoment XI
MAY 2, 2017
Brands are all hyping customer experience and many are succeeding. Enough with the tired old pitch from consultants about things like: “Why 7 out of 10 strategy implementations fail” or: “The top 5 reasons why companies improve things customers don’t care about” (I wrote that one so I am throwing myself under the bus as.
Customer Bliss
MAY 3, 2017
Guest post by Matt Dixon. Consumers today prefer to do things on their own – and, most importantly, according to their own timeframe. This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live.
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Beyond Philosophy
MAY 1, 2017
Most organizations realize Customer Experience is vital to their competitive differentiation. But they don’t do anything about it, at least not anything with real impact. My co-author Professor Ryan Hamilton and I shared seven imperatives for taking customer experience to the next level in The Intuitive Customer. Designed to help navigate the new thinking in the new world, the imperatives provide a starting point for developing a future customer experience.
Alida
MAY 5, 2017
Retail brands are investing billions of dollars to deliver more compelling experiences for their customers. This year alone, Target plans to invest $2 billion in new technology. Not to be outdone, Wal-Mart is on track to spend $1.1 billion in digital initiatives. Wal-Mart’s goal, according to CFO Charles Holley, is to build a better relationship with customers through “improved site experiences and apps but also [through] enhanced store experiences.”.
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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
MAY 2, 2017
Brands are all hyping customer experience and many are succeeding. Enough with the tired old pitch from consultants about things like: “Why 7 out of 10 strategy implementations fail” or: “The top 5 reasons why companies improve things customers don’t care about” (I wrote that one so I am throwing myself under the bus as. View Article.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
MAY 3, 2017
There are too many people in organizations that do not tell their bosses and senior management the reality of the situation. It’s like the story of the emperor’s new clothes. No one would tell the emperor that the beautiful new clothes he’d commissioned didn’t really exist. So the emperor paraded through the streets stark naked until a young child finally told the truth: “But he hasn’t got anything on!”.
Customers That Stick
MAY 4, 2017
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OpinionLab
MAY 4, 2017
In my last post , I said listening to customers and capturing feedback across all channels is a crucial step to delivering great customer experiences in today’s omnichannel world. I’ve noticed a growing school of thought in the digital world that merely observing and analyzing customer behavior can provide equal or better insights than feedback from customers.
Customer Bliss
MAY 4, 2017
General Episode Overview. Tabitha Dunn is a perennial customer experience leader who developed her passion for this work on the fundamentals of process and quality at the master of the genre at the time, Xerox. She then advanced through a variety of vertical industries, each time honing her skills. In our conversation we discuss how specifically one goes about improving business to business customer experience.
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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
MAY 3, 2017
When was the last time you called your business? I recently spoke at a conference. After the speech, the client gave me a gift: the list of everyone in the audience with their contact information. She suggested I pick up the phone and let everyone know they should hire me to speak at their next meeting. (Now, that’s a nice gift!). So, a week later our team picked up the phones and started “smiling and dialing.
PeopleMetrics
MAY 4, 2017
Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. In our blog, we commented on the slow progress revealed by the trends in this data , with few disciplines improving over time. However, one exception to this stagnation in activities exists: the practice of customer journey mapping.
Customers That Stick
MAY 1, 2017
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transcosmos Information Systems
MAY 3, 2017
Email support remains an integral cog in every company’s customer service strategy. To date, there are more than 4 billion email accounts in the world, and it’s continuously growing. An Enghouse survey revealed that 46% of consumers prefer to use email as their preferred business engagement channel, second to phone. IT support companies and customer service departments of any business, no matter how small or large, should always ensure that they are delighting customers with every interaction.
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
MAY 5, 2017
This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. I think a great self-service option is key for everyone. – Shep Hyken. Anyone who’s had to suffer the never-ending chore of navigating a phone tree will tell you that the experience is unpleasant — often made even worse by that disembodied voice repeating “your call is
Up Your Service
MAY 3, 2017
Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing.
ijgolding
MAY 2, 2017
Last week I wrote an article on the subject of ‘common sense’ To be more accurate, I wrote about the lack of common sense and how it’s absence was continuing to destroy customer experiences all over the world. One of the stories featured in the article was about United Airlines and their much publicised PR disaster caused by the practice of overbooking flights.
Kayako
MAY 4, 2017
Entering a small shop or boutique where they know your name and respect your business feels inclusive and welcoming. But as small businesses become bigger and build success, why don’t their service experiences ever scale? Think about your favorite small business. It could be a cool cafe or a specialist store. Why do you love it so much? There’s probably several qualities that won you over.
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
MAY 2, 2017
Chris McCann, CEO of 1-800-Flowers, Shares How to Gain the Competitive Advantage. Can listening to your customers’ needs and wants actually provide a new strategic direction for your business? Shep Hyken interviews Chris McCann, the President and CEO of 1-800-Flowers, who talks about how they built their business to more than a billion dollars in revenue based on customer feedback.
Up Your Service
APRIL 30, 2017
Every once in a while someone takes the time to write an exceptional review of our New York Times bestselling book “UPLIFTING SERVICE: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet” Here’s one, from Chief Quality Officer of a Microsoft VAR who specializes in software development and business analysis.
Experience Matters
MAY 5, 2017
Comcast recently moved its Customer Service and Customer Experience teams into the company’s Technology and Products division. Charlie Herrin will remain as the chief customer experience officer and Tom Karinshak will remain as the chief customer service officer, but they will now both report into Tony Werner, president of Comcast’s Technology and Products Group.
ClearAction
MAY 3, 2017
Customer-Centered Business: 10 Keys to Organic Growth Lynn H. What is your business centered on? Investors, competition, innovation, or customers? The rule of the game is to follow the money. Sure, it comes from all these motives, but it springs from customers buying your offerings. When customers quit buying, all the rest becomes irrelevant. Centering your business on customers is therefore the logical choice.
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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,
NICE inContact
MAY 5, 2017
Anyone can design a customer feedback survey. It’s just a bunch of questions about things that you, your boss, your marketing department, and perhaps an executive or two want to know about your customers. Simply collect the questions from everyone who wants to know about your customers, build the survey, and wait for the results. Stop! If you believe any of what you just read and you have any type of customer feedback survey in place now, you are likely hurting your company’s reputation.
ReviewTrackers
MAY 2, 2017
Companies of every size and across every industry or business category can benefit from online reputation management services. This couldn’t be more true in today’s age, when consumers make purchase decisions based on your online reputation, more so than on your advertising, direct sales messages, pricing, or branded promotional content. If your business performance hasn’t quite matched your own expectations, it may be useful to check up on your online reputation and understand what consumers ar
Russel Lolacher
APRIL 30, 2017
I recently did a motivational customer service workshop for Quilchena Hotel and Douglas Lake Ranch where the focus was all about employee empowerment and being a leader. It was a great day, being surrounded by a great group of people. It’s unbelievably important for employees to know how powerful they are in shaping the customer experience. For.
Amity
MAY 3, 2017
If you are like everyone else, you start your day with an inbox full of emails that need to be addressed, phone calls that need to be returned, and meetings that you must attend. We generally live in a reactive world filled with reactive activities that demand our attention. If you really think about it, it is actually human nature to be reactive. So how do you retrain yourself to think differently?
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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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