Win the Customer
FEBRUARY 19, 2014
'Internal customer service, or servicing those who service your customers is vital to any business progressing, properly functioning, and continuing to establish a patter of exceptional customer experiences. As companies focus intently on improving the level of customer service they offer to clients, the quality of internal interactions within the business can become overlooked.
Service Untitled
FEBRUARY 21, 2014
'If you have ever tuned into the CBS show “Undercover Boss” where owners and corporate executives work undercover to examine their own companies, it is indeed an interesting concept that has aroused some significant awareness and changes in organizations. Of course, there’s always some interesting drama associated with the television production, but it’s that individual attention and demand for fair treatment and loyalty that sustains success and growth for all of us.
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Comm100
FEBRUARY 19, 2014
When one thinks of providing a great customer experience, it’s easy to visualize some of the more common aspects of customer service – employees with customer friendly attitudes, giving the customer their money’s worth and promptly resolving any concerns or issues. These are all important; however, with the customer experience playing field being leveled by new technology and the almighty Internet, it’s important to focus on another key aspect – Accessibility.
Amity
FEBRUARY 18, 2014
Geoffrey Moore recently published a new edition of his classic high-tech marketing book, Crossing the Chasm , updated to be relevant for today’s markets. While the core model is unchanged, Moore makes it clear that ‘Crossing the Chasm’ is strictly a B2B model. To address newly relevant B2C markets, Moore adds a new model as an appendix. The Four Gears Model for Digital Consumer Adoption.
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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.
Win the Customer
FEBRUARY 17, 2014
'Can your customer reach you when they have questions or concern to ensure customer satisfaction in their greatest time of need? When one thinks of providing a great customer experience, it’s easy to visualize some of the more common aspects of customer service – employees with customer friendly attitudes, giving the customer their money’s worth […].
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Upwave
FEBRUARY 18, 2014
Online marketers have a plethora of web tools at their disposal. We at Upwave are happy to see online marketing surveys becoming a more popular one, since they can inform a wide variety of business decisions. Marketers have used our consumer survey service in many clever ways, so we wanted to share some highlights: Defining your demographic. When developing a product or service, it’s essential to determine your target customer.
Amity
FEBRUARY 18, 2014
In Part 1 we expanded Geoffrey Moore’s Four Gears model to this emerging B2B model ( SaaS 2.0 ) In this post we will examine how to operationalize the four gears. Over the past few years the B2B business model has evolved from a ‘Land and Maintain’ model to a ‘Land and Expand’ model. Four Gears Model for B2B SaaS. Of the Four Gears in the new B2B model (Land, Convert, Expand, and Enlist) all but the Land gear are relatively recent additions to the model.
Win the Customer
FEBRUARY 17, 2014
'Having to work in a team, and developing better customer service teamwork is one of the fundamental keys to a consistent customer experience.
InMoment XI
FEBRUARY 21, 2014
There is a lot of research done around brands – brand image, brand equity, etc. We often try to answer questions like: “How strong is my brand versus my competitors’ brands?” and “How much more will customers pay for a similar product from this brand compared to that brand?” I saw a couple of articles.
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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
PeopleMetrics
FEBRUARY 17, 2014
'Customer Experience professionals often face a daunting task: getting executives to truly care about the customer experience. While executives often talk about customer experience and its importance to the business, sometimes their actions indicate that they do not identify with customers the way the Cx team does. With competing priorities around revenue growth, operational efficiencies, and innovation, customers are often an afterthought on the executive agenda.
Customer Interactions
FEBRUARY 21, 2014
'Few sports fans want to consider security risks as they embrace the excitement of the Olympic Games. Looking back two years ago, many of the security concerns in the weeks before London 2012 were eventually mitigated by the British Army and helped pave the way for perhaps the most successful Games in recent years. In Sochi too, there were some real security worries threatening to overshadow the Games before the first athlete took to the piste.
Win the Customer
FEBRUARY 21, 2014
'Simply put, customer experience is how your customers perceive their interaction with your organization.
InMoment XI
FEBRUARY 21, 2014
There is a lot of research done around brands – brand image, brand equity, etc. We often try to answer questions like: “How strong is my brand versus my competitors’ brands?” and “How much more will customers pay for a similar product from this brand compared to that brand?” I saw a couple of articles.
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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Upwave
FEBRUARY 21, 2014
Why book a hotel room when someone’s apartment is left empty? Why catch a cab when you have a “friend with a car”? Such is the logic behind Airbnb, Uber, Lyft, and other collaborative consumption services that have exploded in popularity. The services are typically more convenient and less expensive than traditional alternatives, but also tote loftier implications, like bringing together members of a community and facilitating a sharing economy.
Smith+co CX
FEBRUARY 19, 2014
'Every brand wants a relationship with its customers. We want them to like us; even love us, and love only us - forever. Customers too want to be loved, but do they think about their interaction with a brand as a relationship? It seems they do. The annual Edelman survey found that increasingly customers are choosing brands on emotional and relationship-based criteria.
Win the Customer
FEBRUARY 15, 2014
'Don''t be surprised if customers ask about the security behind your credit card transactions. Educate them on why paying with a card is convenient and secure for both of you.
InMoment XI
FEBRUARY 19, 2014
In the 1984 movie ‘Amadus’, Mozart debuts one of his operas before Emperor Joseph II. Anxious to hear his feedback after the curtain falls, Mozart asks the Emperor what he thought. The emperor responds by saying ‘too many notes.’ I was reminded of those words last night as I overheard in excruciating detail the problems. 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
InMoment XI
FEBRUARY 19, 2014
In the 1984 movie ‘Amadus’, Mozart debuts one of his operas before Emperor Joseph II. Anxious to hear his feedback after the curtain falls, Mozart asks the Emperor what he thought. The emperor responds by saying ‘too many notes.’ I was reminded of those words last night as I overheard in excruciating detail the problems.
InMoment XI
FEBRUARY 19, 2014
In the 1984 movie ‘Amadus’, Mozart debuts one of his operas before Emperor Joseph II. Anxious to hear his feedback after the curtain falls, Mozart asks the Emperor what he thought. The emperor responds by saying ‘too many notes.’ I was reminded of those words last night as I overheard in excruciating detail the problems.
InMoment XI
FEBRUARY 18, 2014
We’re in the business of helping our clients know their customers, but what if we could help them reach customers who browsed through the shelves or racks and didn’t buy? What about people who have visited a dealership to kick the tires but then left and purchased another vehicle without providing any contact information to. View Article.
InMoment XI
FEBRUARY 18, 2014
70% of workers are disengaged. Yep, it’s true according to Gallup’s latest study. How much do you think this costs your company? Up to 35% of payroll some say. Put a pencil to that and hear yourself gasp. Gallup says $450 – $550 Billion a year in the US alone. Say again? Too often – View Article.
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InMoment XI
FEBRUARY 18, 2014
We’re in the business of helping our clients know their customers, but what if we could help them reach customers who browsed through the shelves or racks and didn’t buy? What about people who have visited a dealership to kick the tires but then left and purchased another vehicle without providing any contact information to.
InMoment XI
FEBRUARY 18, 2014
70% of workers are disengaged. Yep, it’s true according to Gallup’s latest study. How much do you think this costs your company? Up to 35% of payroll some say. Put a pencil to that and hear yourself gasp. Gallup says $450 – $550 Billion a year in the US alone. Say again?
InMoment XI
FEBRUARY 18, 2014
We’re in the business of helping our clients know their customers, but what if we could help them reach customers who browsed through the shelves or racks and didn’t buy? What about people who have visited a dealership to kick the tires but then left and purchased another vehicle without providing any contact information to.
InMoment XI
FEBRUARY 18, 2014
70% of workers are disengaged. Yep, it’s true according to Gallup’s latest study. How much do you think this costs your company? Up to 35% of payroll some say. Put a pencil to that and hear yourself gasp. Gallup says $450 – $550 Billion a year in the US alone. Say again?
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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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