InMoment XI
AUGUST 18, 2014
I recently took my family on a vacation to Rome and we saw some great sites and ate some amazing food, especially the fresh made pasta. During our visit, we used both Yelp and Trip Advisor extensively to help us choose the restaurants where we dined. After all there are 8,374 restaurants in Rome listed. View Article.
Michel Falcon Experience
AUGUST 22, 2014
'We run to complain but move like snails when given the opportunity to recognize exceptional customer service. I’ve studied customer experience management for nearly a decade and have recognized a few trends. First, I believe customer service is improving. Organizations are slowly beginning to invest more into improving their customer experience to avoid paying customer service lip service.
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ijgolding
AUGUST 18, 2014
'The majority of readers of this Customer Experience Review are likely to have hired a car. Whether it be for business or holiday, hiring a car is commonplace all over the world. Over the years, I have hired a car from a variety of well know (and not so well-known) rental companies. Brand names like Avis, Budget, Hertz, Europcar and Thrifty are often the first we see on entering into a foreign country.
PeopleMetrics
AUGUST 18, 2014
'In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. After discovering who the best of the best are, we picked their brains to discover why they are the best of the best.
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InMoment XI
AUGUST 18, 2014
I recently took my family on a vacation to Rome and we saw some great sites and ate some amazing food, especially the fresh made pasta. During our visit, we used both Yelp and Trip Advisor extensively to help us choose the restaurants where we dined. After all there are 8,374 restaurants in Rome listed.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ijgolding
AUGUST 20, 2014
'‘Thank You’ Two little words. Two words containing a total of eight letters. As a parent you spend most of your life teaching your children to use the words regularly. As a child, you are constantly reminded of their importance. It is unlikely you have ever looked up the dictionary definition of ‘thank you’ – so I have done so for you – you can thank me later: 1.
Kristina Evey
AUGUST 19, 2014
'One of the best ways to increase customer satisfaction and to improve the customer service skills your staff delivers is to encourage your staff to proactively “Connect the Dots” for your customers. Customers are looking to service and product providers not only to help make the purchase, but to help them accomplish their goals as quickly as possible.
InMoment XI
AUGUST 18, 2014
I recently took my family on a vacation to Rome and we saw some great sites and ate some amazing food, especially the fresh made pasta. During our visit, we used both Yelp and Trip Advisor extensively to help us choose the restaurants where we dined. After all there are 8,374 restaurants in Rome listed.
CX Journey
AUGUST 22, 2014
'Image courtesy of Ian Muttoo I originally wrote this post as a two - part series for InsideCXM in February 2014. A couple months ago, I wrote a post called The 15 Senses of a Great Customer Experience. The last of the 15 senses that I wrote about was the sixth sense : It doesn''t hurt to be able to perceive those things that are not seen or immediately apparent.
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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
Strativity
AUGUST 19, 2014
Hackensack, NJ (PRWEB) August 19, 2014. Join Automotive Management Services, Inc. (AMSI) Customer Service Development Director, Tracy Riazzi and Strativity President Lior Arussy on Tuesday, September 10th as they discuss how they went beyond a score to change company culture and improve employee satisfaction, which in turn is driving higher profits and increased customer loyalty.
Help.com
AUGUST 19, 2014
Here at Help.com , we feel like there are a lot of stories about bad customer service, but not enough acknowledging the atypically excellent customer service that people experience from time to time. We had the team sit down and talk about the best customer experiences they’ve had so far in August. Here are our top five customer experiences so far: AT&T : We’ve all heard the recent horror stories about cable companies vs. the entire world.
Touchpoint Dashboard
AUGUST 18, 2014
'Over the past month, we’ve been spending a lot of time listening to our clients. Several of you have asked if we could provide more examples of how others are using Touchpoint Dashboard in unique ways to support their customer experience initiatives. It’s a fantastic suggestion, and we’re going to start doing that here on […].
CX Journey
AUGUST 19, 2014
'Image courtesy of infinity and beyond How can a story about a few monkeys challenge the way we think about how and why policies, processes, and cultures are created? When a colleague asks you why you do things a certain way, do you find yourself responding, " I don''t know. We''ve always done it that way ?" Many years ago, I worked for a couple companies where that was the stock answer, and it was so frustrating.
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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Daniel Group
AUGUST 21, 2014
'Every company longs to create more loyal customer and increase word of mouth referrals. If you want to increase your performance in these areas, you need to first find a way to measure your performance and then act on it. To get the measurement you need feedback from clients. Enter Voice-of-the-Customer surveys or VoC surveys. It’s healthy and natural to have a bias towards doing these in house.
Amity
AUGUST 19, 2014
Amity sat down with Dana Lacey, customer success team lead at ScribbleLive , to get an understanding on how they onboard their CSMs. Do they have success plans for them as well? Seems staffing a customer success team continues to be as hot a topic as customer success itself. Earlier this year in an open letter response from a SaaS in need of saving , Amity’s Chief Customer Officer Louise Philp provided some valuable insights on how to build a team of customer success heroes.
InMoment XI
AUGUST 20, 2014
Generation Edge fascinates me. For anyone not familiar with this term, it was coined by Ian Pierpoint of The Sound Research. Pierpoint defines Gen Edge as “the younger cousins of the Milllennials,” or those born after 1995. He summarizes nicely the unique characteristics of Gen Edge. (Note: I’m providing a link to external content; please. View Article.
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
Michel Falcon Experience
AUGUST 18, 2014
'Employee onboarding is the design of what your employees feel, see and hear after they have been hired. Often, companies confuse onboarding with training. While training does have a role within onboarding it doesn’t represent the entire scope of the process. Say yes or nod your head if you felt lost during your first few days with your past or current company.
Customer Interactions
AUGUST 20, 2014
'A speedy 911 response is the difference between life and death in many emergencies. Recently, the FCC voted to ensure citizens have even more options for contacting 911 by mandating that all wireless carriers and some message services support Text to 911 by the end of the year. This not only provides another option for the public to contact the authorities in an emergency when it’s not possible or safe to call, but also supports those more reliant on texting, including the 48 million Amer
InMoment XI
AUGUST 20, 2014
Angela Ahrendts, former CEO of Burberry and newly appointed senior vice president of retail and online stores for Apple said, “Everyone talks about building a relationship with your customer. I think you build one with your employees first.” Some businesses are so consumed by consumer trends and behavior that they overlook one of their most.
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Strativity
AUGUST 19, 2014
Hackensack, NJ (PRWEB) August 19, 2014. Strativity Group, Inc., a global customer experience research and consulting firm specializing in driving employee engagement, performance and cultural transformation, has been named to Inc. magazine’s annual Inc. 5000 ranking of America’s fastest-growing private companies. The list represents a comprehensive look at the most important segment of the economy—America’s independent-minded entrepreneurs. “What surprises me, even though I know it’s comin
InMoment XI
AUGUST 20, 2014
Generation Edge fascinates me. For anyone not familiar with this term, it was coined by Ian Pierpoint of The Sound Research. Pierpoint defines Gen Edge as “the younger cousins of the Milllennials,” or those born after 1995. He summarizes nicely the unique characteristics of Gen Edge. (Note: I’m providing a link to external content; please.
InMoment XI
AUGUST 20, 2014
Angela Ahrendts, former CEO of Burberry and newly appointed senior vice president of retail and online stores for Apple said, “Everyone talks about building a relationship with your customer. I think you build one with your employees first.” Some businesses are so consumed by consumer trends and behavior that they overlook one of their most.
InMoment XI
AUGUST 20, 2014
Generation Edge fascinates me. For anyone not familiar with this term, it was coined by Ian Pierpoint of The Sound Research. Pierpoint defines Gen Edge as “the younger cousins of the Milllennials,” or those born after 1995. He summarizes nicely the unique characteristics of Gen Edge. (Note: I’m providing a link to external content; please.
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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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