InMoment XI
JUNE 20, 2017
Depth of Insight + Breadth of Influence = Speed of Success Register Now – June 22, 2017 Based on the 2016 CXEvolution Survey by MaritzCX, only thirty-eight percent of customer service (CX) professionals say their programs are successful. With expectations and demands from customers and company executives constantly growing, how do CX professionals help improve.
Customer Bliss
JUNE 22, 2017
I want to bring up an interesting example of customer experience innovation that has been discussed (but not directly) in recent weeks. It’s a little bit nuanced, so bear with me. (BTW, the overall idea of “customer experience innovation” is obviously very far-reaching, and numerous books have been written on it. This is just about one aspect.).
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Alida
JUNE 23, 2017
If there were any doubts that the grocery industry was on the verge of a major disruption, Amazon’s acquisition of Whole Foods just put it to rest. The deal, announced last week, is valued at $13.7 billion and received a considerable amount of media attention. With the acquisition, Amazon, one of the most valuable brands in the world, is now officially in the grocery market.
Beyond Philosophy
JUNE 22, 2017
It is critical to consider the “anatomy” of an interaction in a Customer Experience. The sheer number of things that occur in an interaction at the same time can seem astonishing. Understanding what happens when your team interacts with a customer and why it is an essential element to taking your Customer Experience to the next level. The Anatomy of a Customer Interaction can make or break your Customer Experience.
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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
JUNE 23, 2017
The strongest companies embrace their culture and the engagement of people who comprise it. Most traditional and effective Voice of the Employee programs focus on learning from employees about several key areas. These include degree of engagement and commitment to the organization’s success; performance climate, leadership effectiveness, work environment, communication, relationships with co-workers and career.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Bill Quiseng
JUNE 19, 2017
Your most important assets are not your customers and your employees. It’s how your customers and your employees feel about your company. Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement. Happy employees are inclined to go above and beyond for your customers.
Beyond Philosophy
JUNE 19, 2017
I’ve been flying major airlines for a long time, and like everyone else, I’ve noticed the changes – and not in a good way. The checked baggage fees. The snacks we don’t get anymore. Exorbitant fees to change an itinerary and seats that are way too cramped. At one point, carriers said these changes were necessary to stay afloat amid skyrocketing fuel prices.
InMoment XI
JUNE 23, 2017
The strongest companies embrace their culture and the engagement of people who comprise it. Most traditional and effective Voice of the Employee programs focus on learning from employees about several key areas. These include: degree of engagement and commitment to the organization’s success; performance climate, leadership effectiveness, work environment, communication, relationships with co-workers and career.
GetFeedback
JUNE 21, 2017
Website Surveys give you all the power of a GetFeedback survey, and they can live anywhere on your site. Engage more web visitors—no coding required.
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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
JUNE 21, 2017
My buddy went to dinner with his wife to celebrate their anniversary. The server overheard them talking about how many years they had been married and was flattered they chose to spend their special night at the restaurant. So, he brought them over complimentary champagne. They were surprised and most appreciative. That is, until the bill came. As my friend looked over the bill he noticed there were two complimentary glasses of champagne on the bill had a charge of two dollars per glass.
transcosmos Information Systems
JUNE 22, 2017
In this day and age, information gathering isn’t just limited to observations, surveys, or interviews. Customer data is just at the tips of your fingers. Whether you’re a small business entrepreneur, a Marketing VP of a large corporation, a CMO of an IT support company , or a customer service practitioner, both you and your customers will benefit from understanding your customers better through data analytics.
InMoment XI
JUNE 20, 2017
Depth of Insight + Breadth of Influence = Speed of Success Register Now – June 22, 2017 Based on the 2016 CXEvolution Survey by MaritzCX, only thirty-eight percent of customer service (CX) professionals say their programs are successful. With expectations and demands from customers and company executives constantly growing, how do CX professionals help improve.
Michel Falcon Experience
JUNE 22, 2017
In this video, I share what an Employee Advisory Board is and how it can help improve a company’s customer experience. Be sure to subscribe to my YouTube channel to automatically be alerted when I release a new tutorial-style video. The post Video: What is an Employee Advisory Board (EAB)? appeared first on Michel Falcon: Entrepreneur, Advisor, Keynote Speaker.
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
JUNE 23, 2017
This week we feature an article by Gemma Baker about the importance of offering help to your website visitors. I like the live chat option becasue I can immediately get in touch with a representative to ask my questions without having to wait. – Shep Hyken. E-commerce sites have taken retail online and with such its audience. Once representatives used to be able to physically approach customers to see if they needed their assistance, now when visitors are on a website many companies are not awar
Andrew Mcfarland
JUNE 22, 2017
Looking for ideas to improve business results by changing the customer experience? Many improvement opportunities are at your fingertips right now if you are willing to talk with your customers and break a few rules. Several years ago T-Mobile took.
InMoment XI
JUNE 19, 2017
Editor’s note: This post is a snippet of an article originally published on Engagement Strategies Media. Read the full article. In a perfect world, actively engaged employees deliver your brand promise each and every day. They listen to customers, empathize with them, quickly resolve issues, go above and beyond to make them feel special and. View Article.
Heart of the Customer
JUNE 22, 2017
Three years ago, Nicole Newton (then Director of Customer Experience with Thomson Reuters, now at Heart of the Customer) spoke at a Market Research Association (MRA) conference. The topic was “Moving from Insights to Action,” about making the move from Market Research to Customer Experience (CX), as we both recently had. The biggest change we […].
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
JUNE 20, 2017
John Hall Shares Tips on Building Trust and Influence with Your Customers. How do you increase your influence with your customers? Shep Hyken interviews John Hall, author and CEO/co-founder of Influence & Co., a content marketing agency that helps brands and individuals leverage expertise to create, publish, and distribute content. John shares how everyone can overcome trust barriers and build confidence and top-of-mind awareness through content marketing.
CustomerGauge
JUNE 21, 2017
Amazon is truly living up to its nickname these days. As recently reported, the “everything store”, is now looking to seriously expand into the grocery and food business with a $13.7b acquisition of Whole Foods. This is a big move for the retail powerhouse, and one of their largest acquisitions to date. So, why did […]. The post Why Amazon’s Acquisition of Whole Foods is a Big Deal for Customer Experience appeared first on CustomerGauge.
InMoment XI
JUNE 19, 2017
Editor’s note: This post is a snippet of an article originally published on Engagement Strategies Media. Read the full article. In a perfect world, actively engaged employees deliver your brand promise each and every day. They listen to customers, empathize with them, quickly resolve issues, go above and beyond to make them feel special and.
Eptica
JUNE 21, 2017
Date: Wednesday, June 21, 2017 Demonstrating the financial ROI of better customer experience. Published on: June 21, 2017. Author: Vincent Giraud All organizations understand the importance of customer experience to the bottom line. CX is at the heart of differentiating yourself from the competition , whatever sector you are in, and key to retaining customers.
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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,
Bold360
JUNE 22, 2017
Nanorep is Gearing Up for Chatbot Summit Berlin 2017, Attending as Sponsors, Speakers, and Looking Forward to Meeting You at Booth 31. Nanorep is gearing up for Chatbot Summit 2017 , taking place in Berlin Germany on June 26th. This summit gathers some of the top minds in the field to discuss the evolution of the chat bot technology and the contributions and disruptions it has on the market.
CX Journey
JUNE 20, 2017
Image courtesy of Pixabay I originally wrote today's post for Clicktools. It was published on their blog on September 28, 2016. In this first part of a two-part series, I'll outline some important ways to ensure that your company is putting the customer at the center of all it does. Why are companies in business? For customers, right? To create and to nurture a customer, to be specific.
iPerceptions
JUNE 21, 2017
We are living in an unprecedented era where it’s easier than ever to engage with customers. Also, it’s easier for customers to engage with brands. This two-way dialogue with customers can be a gold mine for e-commerce companies looking to improve the experience.
Clicktools
JUNE 21, 2017
by CallidusCloud CX Guest Blogger, Annette Franz, CCXP. ~~~. Not seeing the results or improvements you expected to see from your customer listening efforts? Why is that? What’s going on? I’ve been known to cite two reasons for VoC program ineffectiveness: Companies simply “collect feedback , ” just like some people collect stamps, which requires you to: buy the stamps, put them in a book, put them on a shelf, and forget about them; similarly, companies listen to customers, analyze t
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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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