InMoment XI
FEBRUARY 19, 2016
Getting Started with Customer Experience First of all, thank you. Between LinkedIn, Twitter, the CX Café and Customer Think, my latest blog post “Will Customer Experience Survive?” has been seen by almost a thousand people. There’s been a lot of engagement too. Some in reference to 6 sigma and a lot around CX – all. View Article.
Customer Bliss
FEBRUARY 15, 2016
I recently got back from speaking at a conference where I met with many CMOs of the worlds’ largest companies. Customer experience is a priority to all. The question we discussed was; could the discipline and competencies required to lead a company through a customer experience transformation be led from marketing, by the CMO? In other words, can the CMO also be the CCO?
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Experience Investigators by 360Connext
FEBRUARY 15, 2016
You know the feeling. You see a customer heading your way to complain. Or maybe they’ve already submitted feedback and checked the “please follow up” box on the form. Or maybe your employees have warned you about the person who has complained to them already and is bringing her concerns up the chain. In any […]. The post 3 Ways to Boost Your Customer Service Listening appeared first on Customer Experience Consulting.
Beyond Philosophy
FEBRUARY 15, 2016
Everyone wants your Customers’ attention. These bids for attention surround us, in the form of advertisements to street signs to the clothes people wear or, in some cases, don’t wear! These ubiquitous pleas for attention can be overwhelming and crowd out your bid for your Customers’ attention. So it’s up to you to cut through the clutter and reach them.
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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
FEBRUARY 19, 2016
Getting Started with Customer Experience First of all, thank you. Between LinkedIn, Twitter, the CX Café and Customer Think, my latest blog post “Will Customer Experience Survive?” has been seen by almost a thousand people. There’s been a lot of engagement too. Some in reference to 6 sigma and a lot around CX – all.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Bill Quiseng
FEBRUARY 15, 2016
Recently in a LinkedIn group, one of the members asked the following question: “The global economy is slowing down, but you’ve been asked to do the impossible: Control costs AND improve customer service experience. How can you do it?” While I commented within the group, LinkedIn limited the space allowed for the response so I wanted to elaborate here.
Heart of the Customer
FEBRUARY 17, 2016
Guest post by Brooke Cade. The way we communicate with each other has changed. Digital marketing and social media has transformed our world, the way we gather information and how we engage with each other. Because of this, businesses have had to reevaluate the way they communicate and market to their customers. Millennials are a […]. The post How To Build Stronger Customer Relationships & Why It Matters appeared first on Heart of the Customer.
InMoment XI
FEBRUARY 19, 2016
Getting Started with Customer Experience First of all, thank you. Between LinkedIn, Twitter, the CX Café and Customer Think, my latest blog post “Will Customer Experience Survive?” has been seen by almost a thousand people. There’s been a lot of engagement too. Some in reference to 6 sigma and a lot around CX – all.
Beyond Philosophy
FEBRUARY 17, 2016
Conventional wisdom says that a product priced at $99.99 will seem less expensive than a product priced at $100. Researchers have also found that a precise price, like $99.37, is more believable and appears to offer a greater value than a round price like $100. Based on this, you might conclude that round prices – the ones that end in zeros – are always a bad idea.
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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
Win the Customer
FEBRUARY 13, 2016
To innovate and get ahead of competitors and market trends, it’s critical for customer experience leaders to continually evaluate their vision of customer experience and perceive potential technologies that could accelerate the ability to deliver exceptional service experiences. At a recent Opticon conference, Mary Hamilton, Managing Director of Accenture Technology Labs , described the near future where our offerings could be enhanced by sensors, supported by data, and automated to deliv
Experience Matters
FEBRUARY 18, 2016
Over the previous decade, I’ve had the opportunity to work with and study thousands of companies. One of the things that I’ve noticed is that the world has changed a lot, but organizational management has stayed substantially the same. Technology has enabled entirely new practices and we’ve developed a much deeper understanding of what drives human behaviors and business success. […].
InMoment XI
FEBRUARY 19, 2016
Getting Started with Customer Experience First of all, thank you. Between LinkedIn, Twitter, the CX Café and Customer Think, my latest blog post “Will Customer Experience Survive?” has been seen by almost a thousand people. There’s been a lot of engagement too. Some in reference to 6 sigma and a lot around CX – all.
Maz Iqbal
FEBRUARY 14, 2016
What is it to be a human being? There are many answers. I find myself attracted to the answer provided by the philosopher Martin Heidegger. A human being is necessarily a being-in-the-world. One of the key characteristics of human worlds is the presence / absence of others. So one can say that a human being … Continue reading "Dancing With Customers: Rodolphe Renwart And The Art Of Hospitality".
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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Tricia Morris
FEBRUARY 19, 2016
Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. 76% of consumers say they view customer service as the true test of how much a company values them. ( 2015 Aspect Consumer Experience Survey ). 2. 60% of
Kristina Evey
FEBRUARY 17, 2016
Understand WHY Customers Remain Loyal to Your Company. Improving customer service and profits… many companies make this so very complicated. Once you realize that you can design service into your processes, it makes much more sense. The magic happens when you’ve committed to the mindset and process required. Here are a few strategies to get you started… Make sure that you learn and USE your customer’s names at least once during your conversations.
Experience Matters
FEBRUARY 16, 2016
We just published a Temkin Group report, Employee Engagement Benchmark Study, 2016. This is the fifth year that we’ve published the benchmark of U.S. employees. The research is based on an online survey on Q3 2015. (Take a look at our Employee Engagement Resource Page). Here’s the executive summary: We used the Temkin Employee Engagement Index to […].
PeopleMetrics
FEBRUARY 15, 2016
Improvement is a relative concept. To improve, a thing must be measurably better than it once was. For example, this morning, I felt fatigued. And a coffee (or seven) improved my energy level so much I can now bench press a Honda Odyssey. It's nice to experience such clarity in cause and effect: my taking an action (i.e., drinking coffee) led to an improvement (i.e., a minivan-chucking amount of energy).
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
Eptica
FEBRUARY 17, 2016
Date: Wednesday, February 17, 2016 5 ways to successfully deal with angry customers. Published on: February 17, 2016. Author: Pauline Ashenden Given the complexity of business today and the rising expectations of consumers, most organizations will be on the receiving end of customer complaints. It could be down to a problem with an order, overcharging, or a complete failure to provide services, such as when a telco’s network goes down.
Win the Customer
FEBRUARY 18, 2016
While self-awareness is vital for customer experience, it is only by knowing where your limits are that you can build the strongest customer service teams. In just about any profession, at virtually all levels, a healthy amount of self-reflection is necessary, especially if it leads to self-improvement. Certainly, in many cases, it is sensible for a person to assess where their particular strengths and weaknesses lie, and work to improve upon those weak points.
Magellan Solutions
FEBRUARY 18, 2016
CEU 26TH JOB AND CAREER FAIR. They went from table to table. Clinging on to their envelopes and binders, they neither looked too young nor too old for their corporate attires. Looking intently at every banner, they handed resumes and calling cards – and gladly filled out companies’ applicant data sheets. They were the graduating students of Centro Escolar University (CEU) who attended their university’s 26 th Job and Career Fair last January 29, 2016.
CSM Magazine
FEBRUARY 19, 2016
Your customers are not loyal. The truth is that 75% of your customers would gladly do business with the competition—because companies have not created the emotional connection that creates customer loyalty and advocacy. In my experience, getting a customer to return depends on more than simple satisfaction. It depends on giving the customer a reason to come back.
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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,
Think Customers
FEBRUARY 16, 2016
A few weeks ago, I posted a blog about how the European Union is taking a closer look at how big companies such as Google and Facebook are collecting customer data and whether these practices violate antitrust rules. The EU's Commissioner for Competition, Margrethe Vestager, has expressed concerns that if just a handful of companies control customer data, they could have the power to drive rivals out of the market.
Amity
FEBRUARY 18, 2016
Any well-established business knows that it needs honest feedback from its customers in order for it to properly evaluate how well its clients’ needs are being met. Customer satisfaction is, after all, the secret to success. Therefore, the use of customer surveys is integral as the data and results delivered allows you to implement plans that are guaranteed to work.
Natalie Petouhof
FEBRUARY 17, 2016
Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Customer Care as a cost center is an unfounded p aradigm. In fact, executives have long thought of customer service or customer care as a cost center. However, this paradigm is and has always been false. Executives and managers know their businesses thrive on happy, satisfied customers and they understand the value of great customer service and customer experiences.
Tricia Morris
FEBRUARY 15, 2016
Customer service knowledge comes in many forms from customer self-service knowledge to agent-facing knowledge, and many formats from video, to knowledge base articles and more. No matter where or how it’s delivered, customer service and customer experience initiatives are depending.
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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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