Customer Bliss

MAY 10, 2017

Guest post by Blake Morgan, Customer Experience Futurist, Author, Speaker. For a customer experience program to be effective, the most senior leaders at the company must take ownership of the program. But unless the CEO appoints a chief customer officer, a chief customer experience officer, or even a chief marketing officer who is empowered to get things done for the customer, it’s hard to say who will lobby for the customer across the organization.

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Chief Customer Officer Customer Experience 2015 Wireless 179

InMoment XI

MAY 9, 2017

Customer experience (CX) has been a part of business, well, since the beginning of time. It’s only been the last decade that an entire industry has boomed around it. There couldn’t be a more exciting time to be in the CX field. It’s recently come out of its infant stages and not only are we. View Article.

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Leadership Insights Article Customer Experience 200

Beyond Philosophy

MAY 10, 2017

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. But how can I be loyal to Florida grocer Publix and also their competitor Winn-Dixie? Can I be loyal to American, United and Delta? To Starbucks and the coffee shop down the street?

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Loyalty Loyalty Programs Airlines 2012 138

Bill Quiseng

MAY 8, 2017

This week’s post is from Swiftpage CEO John Oechsle. He examines the evolution of how organizations connect with their customers and how smaller and midsized businesses are finding ways to compete for customers with larger players in their space through the 4 C’s of customer information. Swiftpage is the owner of Act! , the first to market customer relationship management software solution that pioneered the space 30 years ago and is still innovating today, so he has a bit of a uni

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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.

Customers

Customer Bliss

MAY 11, 2017

I just hit Episode 50 of my customer experience podcast. It’s been so interesting to talk to CCOs and SVPs in different industries and get actionable customer experience examples from them. After 12 episodes (feels long ago), I did a recap post. I’m not going to recap Episodes 13-50 here (would be a lot for you to consume), but my favorite aspect of the podcast is when the guests get into tactics.

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Customer Experience Airlines Customers Leadership 131

Beyond Philosophy

MAY 8, 2017

Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants. In brief, the study asked a number of participants to “drive” a car in a video game and they measured several factors, including speed, power, aggressive behavior and risk-taking. Interestingly, those driving the cars painted with a Red Bull logo consistently drove faster and more aggressively than other participants, apparently beca

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Brands Customer Experience Advertising 2011 141

Kayako

MAY 11, 2017

This is a guest post from our friends over at FieldBoom. Josh Brown will walk you through ways to analyze your customers and their needs. Consistently exceeding expectations is what any entrepreneur or startup should aim for to increase customer bookings and enjoy growth. Companies like Virgin Atlantic, British Airways, and Zappos go the extra mile to ensure their customers receive top-notch customer service.

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Customers Customer Journey Customer Retention 2014 99

ShepHyken

MAY 10, 2017

I recently checked into a hotel in Chicago. The front desk clerk was so enthusiastic. Upon checking me in she stated, “I’ve put you in the best available room.” I was only there for one night, so I thought she was upgrading me. To match her enthusiasm, I responded, “I bet that room has a view of the ocean and the beach!” Of course, there’s no ocean or beach in Chicago.

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Hotels Customer Service Training Reference Books 102

Avaya

MAY 9, 2017

The future of business, indeed the future of customer experience, is life as we know it—here and NOW. Organizational success right now, however, depends on one thing: digital transformation. Digital transformation can mean many things, but includes a fundamental idea—applying digital technologies to all aspects of life. For consumers, they use their smart devices, laptops, tablets, and favorite apps to make it through the day.

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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

Retail

CustomerGauge

MAY 9, 2017

You’ll hear the word “customer-centricity” a lot from companies on the cutting edge of customer experience. And, in case you need reminding that such tactics pay off, look no further than the company Sciformix. This year, Sciformix won the coveted 2017 Frost&Sullivan Award for Global Customer Service Leadership, which recognizes those companies demonstrating superior performance […].

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Loyalty 2017 Customer Centricity Leadership 60

Customers That Stick

MAY 8, 2017

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Customer Service Customers 92

ShepHyken

MAY 9, 2017

Matt Dixon Discusses New Ways to Win the Battle for Customer Loyalty. A convenient, frictionless experience is something that consumers want and need, and are willing to pay for. Shep Hyken interviews noted business writer and sought-after speaker, Matt Dixon, to define the effortless experience. First Up: Shep Hyken’s opening comments focus on how important it is to create an easy experience for your customers.

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Loyalty Books Customer Experience Professionals Financial 76

iPerceptions

MAY 9, 2017

Customer Experience has now become one of the primary competitive advantages on which many companies strive to gain the upper hand in their industry.

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Competitive Advantage Customer Experience Customers 102

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.

Customer Insights

eGain Blogs

MAY 10, 2017

We are pleased to inform you that eGain just debuted in the Gartner CRM Customer Engagement Center Magic Quadrant (CEC MQ) for 2017, appearing as a “Niche Player”. If you are a Gartner client, you can access it on www.Gartner.com. eGain is no stranger to the magic quadrant. We have been a perennial leader in the web customer service MQ. Web customer service is a subset of digital engagement, eGain’s area of focus for over 15 years.

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PeopleMetrics

MAY 10, 2017

From business books to classic literature, much has been written about the necessity of visualizing your destination and defining your target. Take, for example, this classic back-and-forth between Alice and the Cheshire Cat: If you're trying to achieve growth for your bank, it should come as no surprise that you need to set clear goals for improving customer experience.

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ShepHyken

MAY 8, 2017

Each week I read a number of customer service and experience 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. 10 Content Marketing and Customer Experience All-Stars by James A. Martin. (CIO) From the recent Adobe digital marketing conference, here are 10 examples of brands (and in one case, an Australian entrepreneur) that are killing it with their content marketing and/or cust

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2017 Article Customer Service Airlines 81

Experience Matters

MAY 8, 2017

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2017. This is our annual analysis of which companies deliver the most and least bad experiences, how consumers respond after those experience (in terms of sharing those experiences and changing their purchase behaviors), and the effect of service recovery (see last […].

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2017 Consumers Customer Connectedness ROI 85

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

Contact Center

Eptica

MAY 11, 2017

Date: Thursday, May 11, 2017 Coping with disruption through AI and human customer experience. Published on: May 11, 2017. Author: Olivier Njamfa This week’s Gartner Customer Experience & Technologies Summit (10-11th May 2017) provides everyone in the sector with the perfect opportunity to take stock of the current state of customer experience – and to help CX teams to plan for the future.

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Customer Experience 2017 Chief Customer Officer Events 51

Confirmit

MAY 7, 2017

In my 30 years in the broader realm of marketing, 12 of that in customer experience specifically, I’ve seen a lot of self-rated assessments about the maturity of CX programs. Everyone has them—consulting firms in particular, but also software providers, research firms and individual companies. They range from 10-question surveys at an extremely high level, to nearly 300 questions that go to great depth.

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ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks. CX is also a great competitive differentiator, helping companies respond to and exceed customer expectations, improve satisfaction, drive loyalty, reduce churn, and increase revenue.

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ShepHyken

MAY 12, 2017

When we think of good customer service, it’s important to remember that it starts with the leadership of a company or organization. We thought we might do something a little different this week and share a leadership article by Lolly Daskal. – Shep Hyken. Our personalities in great part determine how we influence the people around us. Every leader needs to understand that who they are being as they leading their employees will make the biggest difference when it comes to success.

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Leadership Blog Airlines Article 79

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Measurement

mopinion

MAY 9, 2017

Brought on by sharply heightened customer expectations and the rapid growth of digital channels and touchpoints, digital customer experience (CX) is exponentially shaping the strategy of many businesses today. According to Walker Information, ‘by 2020, customer experience will overtake price and product as the key brand differentiator’. This means that to remain competitive both now […].

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Customer Experience Touchpoint 2020 Customer Expectations 77

CX Journey

MAY 10, 2017

Image courtesy of Pixabay What motivates you to go to work every morning? What drives you to do good work every day? What motivates you to want to work for your employer every day? What are the things that your manager and your executives do that encourage you to work hard for them every day? What motivates your staff? Do you even know? Have they ever shared with you what their motivators are?

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Bold360

MAY 10, 2017

According to Forrester Research , customer experience (CX) is “how customers perceive interactions with your company.” They believe that customers need to see your brand as “useful, usable and enjoyable.”. If we break this down, it’s immediately apparent that this isn’t the same as customer service. While customer service might start and end with a conversation between staff and consumer, (whether that’s in store, online or by support channel) consumer experience encompasses everything about the

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Customer Experience Multi-Channel Social Media Customers 49

Storyminers

MAY 8, 2017

In the last decade, many brands have used customer experience processes and perspectives to complete corporate turnarounds and experience make-overs. Some have seen their fortunes rise. Some have even stayed at elevated levels. They all use the six customer experience pillars. [SIDEBAR: The six essential disciplines of the Customer Experience Professionals Association: Customer-Centric culture, CX Strategy, Experience Design Improvement & Innovation, Metrics & Measurement and ROI, Organi

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Innovation ROI Customer Experience Professionals Customer Centricity 76

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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.

Customer Engagement