CloudCherry

JANUARY 4, 2018

The retail banking industry has been dealing with massive upheaval for a while now, and things will continue in the same vein come 2018. Technological advancements continue to drive the disruption of the industry. However, FinTechs will also keep the pressure up on the industry due to their agility and constant innovation. Furthermore, consumers are beginning to trust these firms more and more, often to the detriment of traditional banks.

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Banking 2018 Financial Retail 170

InMoment XI

JANUARY 2, 2018

The winter holiday season is such a great time to be with family and friends. It’s a time when we think about others and give gifts to the people we love. Everyone’s mind is on making the holiday experience perfect. As such, customers and companies alike are extra sensitive to their customer experience (CX). I’d. View Article.

Customer Experience 200

Customer Experience Article Customers Retail 200

Experience Investigators by 360Connext

JANUARY 3, 2018

Disruption is a word that can inspire fear. After all, disruption is what led to the fall of many companies who considered themselves “too big to fail.” Disruption is what led to the doors closing at chain bookstores across the nation and left the taxi industry wondering what happened. Your business, today, as you read this, is being disrupted.

Loyalty 164

Loyalty Leadership NPS Consulting 164

Alida

JANUARY 5, 2018

Marketers are always looking for new ways to create experiences that resonate with customers, and 2018 will be no different. And although fads come and go—think unicorn hair and frappuccinos—there are some trends that will stick in the coming year and affect how businesses interact with customers. For CMOs, it means staying on their toes, as their roles will change in several ways this year.

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2018 Marketing Multi-Channel Advertising 0

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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.

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Customer Bliss

JANUARY 3, 2018

Happy New Year! I’m still on vacation from new podcast recordings, and during this interim, I’m replaying 3 of my most popular podcast episodes of 2017. Have you listened to The Chief Customer Officer Human Duct Tape Show ? As you get ready for the year ahead, I highly suggest you dig into the archives and listen to more episodes. Bill Carmody of Inc Magazine recently listed my podcast as binge-worthy !

Leadership 188

Leadership Chief Customer Officer Customer Journey Mapping Magazine 188

TechSee

JANUARY 2, 2018

Customer satisfaction and experience are important for every industry, and insurance is no exception. According to the OECD Global Insurance Statistics , more than US $2.29 trillion in claims were paid by insurance companies in 2016 alone. Already a fiercely competitive industry, new players are continuously entering the market. One of those companies, Lemonade , is offering innovative business models focusing on a fast and efficient approval process and transforming what consumers (especially

Insurance 116

Insurance Telecommunications Contact Center Document 116

ClearAction

DECEMBER 30, 2017

How to Solve Customer Experience Silos Lynn Hunsaker. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. If your company wants to become a customer experience super-power, standing out in your industry and reaping those financial advantages, silo-solving must be predominant in your customer experience strategy.

Customer Experience 118

Customer Experience Customer Centricity ROI Customer Experience Management 118

QuestionPro Audience

JANUARY 3, 2018

Experts are predicting 2018 to be the year mobile technology officially takes over travel. Gone are the days of making blind booking arrangements and hoping for the best, or using a travel agent. Even sitting down at a desktop computer is no longer necessary. Today, 77% of Americans own smartphones and a recent Global Traveler study found that one in three travelers now books on a mobile device.

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Travel 2018 Airlines Books 117

Beyond Philosophy

JANUARY 2, 2018

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. Her luggage, containing medication for helping with the side effects of the colon cancer chemo therapy, had failed to arrive on a flight from Nashville.

Airlines 111

Airlines Consulting Leadership Events 111

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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

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ShepHyken

JANUARY 3, 2018

Over the last few weeks, I’ve been reading about predictions and trends for 2018. It got me thinking about the actions we must take to be competitive. Regardless of your industry, everything has changed about the way we do business. There are some businesses that claim they’ve done things the same way for years, decades, even a century. They claim they do business just as their fathers and grandfathers did.

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2018 Customer Service Social Media Customer Service Training 111

Lumoa

JANUARY 3, 2018

My first full year as an entrepreneur has come to an end. Our company, Lumoa, has now been there for a bit more than one year. In fact, we celebrated our one-year anniversary on 14th of November. What have I learned? First of all, it has been a great year. I’ve enjoyed it tremendously. It actually surprises me, how fun it has been. We started Lumoa with Carlos and Suvi after leaving Microsoft in August 2016.

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Culture 2016 Feedback Management 136

ReviewTrackers

JANUARY 5, 2018

This article is by Michelle Delgado. Michelle is a Content Developer and Marketer at Clutch , a B2B ratings and reviews firm based in Washington DC. Her research focuses on website builders, web design, and app development. Read the full study: 5 Ways E-Commerce Websites Can Collect More Customer Reviews. Whether you’re searching for a sporting goods store or a restaurant, chances are you have at some point glanced at online reviews to see what other customers have to say before making a purchas

E Commerce 93

E Commerce E-support B2B 2014 93

Experience Matters

JANUARY 3, 2018

Last month, Temkin Group published its annual list of CX trends and we labelled 2018 “The Year of Humanity.” Here’s an infographic showing the 15 trends (also available in poster form): Here are links to download different versions of the infographic: Infographic: in .jpg format, in .pdf format 18? x 24? poster: in .jpg format, in .pdf format.

2018 129

2018 Customer Experience Download Customers 129

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

Customer Guru

JANUARY 3, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

Consulting 83

Consulting Customer Service Customer Centricity Transportation 83

ShepHyken

JANUARY 5, 2018

This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. I like the idea of the convenience of texting but as Ford points out, you must have a strategy in place for your team to answer texts correctly. – Shep Hyken. Let’s face it, customer service is the lifeline of any company.

Blog 80

Blog Customer Service Poor Customer Service Multi-Channel 80

ClearAction

DECEMBER 31, 2017

What is Customer Experience Strategy? Lynn Hunsaker. Is “customer experience strategy” like the Wheel of Fortune spinner? The diversity of what it is in practice among companies today kind of feels that way. Ask 10 companies what their customer experience strategy is and you’ll likely get 10 very different combinations of alphabet soup*: CJM, CRM, VoC, UX, FCR, NPS, AI, self-service, digital marketing, word-of-mouth, customer success, retention programs, loyalty programs, and so forth.

Customer Experience 79

Customer Experience Customer Journey Mapping Net Promoter Score Definition 79

ReviewTrackers

JANUARY 1, 2018

It’s 2018. In all honesty, will you make dinner reservations at a restaurant without checking Yelp or Facebook? Will you book a luxury suite at a hotel without first consulting TripAdvisor? Will you entrust your health and well-being to a doctor without looking at her profile on Vitals or Healthgrades? And will you watch the newest Jurassic Park without reading the reviews on Rotten Tomatoes (to see if it’s one of the good Jurassic Parks)?

Automotive 109

Automotive 2004 Travel Hotels 109

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

Centriam Customer Experience Lab

JANUARY 5, 2018

Make Shopping Enjoyable to Encourage Sales. On a previous blog , my colleague Jason shared a finding from Centriam’s 2017 Retail Study : customers who had an enjoyable shopping experience were more likely to be promoters. This finding is especially robust among millennials, the largest generation in the US. Millennials who said their experience was extremely enjoyable were nine times more likely to be satisfied with the price they paid, and twice as likely to repurchase as millennials who said t

Sales 92

Sales 2017 Retail Blog 92

ShepHyken

JANUARY 1, 2018

Each week I read a number of customer service and experience articles from various 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. 15 Customer Experience Trends for 2018 by Bruce Temkin. (Customer Experience Matters) Every year, Temkin Group publishes a list of customer experience trends for the upcoming year.

2018 0

2018 Article Customer Service Culture 0

ClearAction

DECEMBER 30, 2017

How to Solve Customer Experience Silos Lynn Hunsaker. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. If your company wants to become a customer experience super-power, standing out in your industry and reaping those financial advantages, silo-solving must be predominant in your customer experience strategy.

Customer Experience 75

Customer Experience Customer Centricity ROI Customer Experience Management 75

Middlesex Consulting

JANUARY 1, 2018

I read a lot about architects. I always thought the phrase “God is in the Details” was originated by German-born architect Lugwig Mies van der Rohe. I was really surprised to learn it is generally attributed to author Gustave Flaubert. In either case, I didn’t create it and it still says much if we listen. But how does this apply to satisfaction and loyalty information?

Customer Satisfaction 60

Customer Satisfaction Loyalty Reference Advertising 60

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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,

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Think Customers

JANUARY 2, 2018

As we say hello to 2018, certain business practices and trends are sure to follow us into the New Year. For instance, personalized experiences, meeting customer expectations, and protecting customer data continue to be important aspects of the customer experience. At the same time, a new year calls for a fresh start. And with that in mind, I have a list of ways businesses could begin transforming the ways they treat customers and their data.

2018 86

2018 Customer Experience Customer Expectations Customers 86

ShepHyken

JANUARY 2, 2018

The Most Important Business Strategy: Create Trust. Shep Hyken Interviews David Horsager, Author of The Trust Edge. Do your customers trust you? . ? ? ? <span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”>?</span> Shep Hyken sits down with David Horsager, discussing the importance of trust and how gaining it from your customers is the most significan

Leadership 80

Leadership Loyalty Connections Customer Service 80

ClearAction

DECEMBER 30, 2017

Who is the Right Customer: Decisions for Managing Customer Surveys Lynn Hunsaker. Collecting customer feedback can be trickier than it sounds, as you navigate through decisions for sample selection, timing, frequency, numeric rating and open-ended questions, and so forth. Among your decision criteria, a frequent request of your stakeholders may be: “please interview the ‘right’ customers”.

Management 59

Management 2011 Customer Centricity Customers 59

Magellan Solutions

JANUARY 4, 2018

There is a very big chance that every person reading this has at least one social media account. That just goes to show how essential social media is to the lives of modern day consumers like you and me, and how critical it is for businesses to pay attention to this fact. A professionally-handled social media management is one of the best — meaning effectively sales-generating — tools businesses have at their disposal.

Social Media 56

Social Media Retail Management Multi-Channel 56

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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