InMoment XI
AUGUST 26, 2015
Many companies treat Customer Journey Mapping (CJM) as a major undertaking, and for good reason. For those who have never done CJM, a first-time journey map can provide valuable insight into how customers experience the brand. It brings employees across the enterprise to a greater awareness of customer needs. It highlights major customer pain points.
Experience Investigators by 360Connext
AUGUST 24, 2015
Did you know that by 2016, 89% of companies will compete mainly by the customer experience they provide? Are you preparing your customer experience strategy for this? Your survey data and customer dashboards only tell part of the story. The last quarter of the year is the perfect time to set your customer experience strategy up […]. The post Get Your Experience Strategy Ready for the 4th Quarter!
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Beyond Philosophy
AUGUST 25, 2015
Performance reviews are part of most employer/employee relationships. However, recent developments show that improving employee experience involves finding new ways to give employees feedback to improve motivation and success. Annual reviews are likely to get a resigned sigh out of most managers. After a less than insightful review, most employees might sigh as well.
Customer Bliss
AUGUST 25, 2015
When you deliver a reliable experience, you earn the right to your customers’ story through word of mouth. And your customers will come back because they want to have your experience again. There are three repeated customer experience points that customers talk about through social media. When the three are delivered consistently, they earn you the right to new customer growth without the acquisition cost, plus organic growth from your existing customers.
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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
AUGUST 26, 2015
Many companies treat Customer Journey Mapping (CJM) as a major undertaking, and for good reason. For those who have never done CJM, a first-time journey map can provide valuable insight into how customers experience the brand. It brings employees across the enterprise to a greater awareness of customer needs. It highlights major customer pain points.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Kerry Bodine
AUGUST 24, 2015
In order to transform your customer experience, you need to change employee behavior. But how can you encourage the right types of behavior? Two awards will help. The Above & Beyond Award: When a customer contacts your company with a problem, you want employees to fix it as quickly as possible. Depending on the nature of the problem, that might mean doing tasks that aren’t in their official job descriptions, staying overtime, or going on what feels like an organizational scavenger hunt.
Kayako
AUGUST 28, 2015
From a distance, the sunny world of customer service advice looks just like a manual for being a really good friend. Make them feel welcome. Never lie. Be empathetic. Be available. Really listen to them. Smile more! Like tired tropes, they talk big but signify little. It’s no wonder then that support people faced with argumentative customers and escalations often feel underprepared to handle their customers.
InMoment XI
AUGUST 26, 2015
Many companies treat Customer Journey Mapping (CJM) as a major undertaking, and for good reason. For those who have never done CJM, a first-time journey map can provide valuable insight into how customers experience the brand. It brings employees across the enterprise to a greater awareness of customer needs. It highlights major customer pain points.
PeopleMetrics
AUGUST 25, 2015
Imagine an ocean scene. Picture your customers, darting across the water on jet skis, able to make quick water-spray turns to their heart's content. And here comes your business, a lumbering cargo ship. With a bum steering wheel. And a broken compass. And a first mate who lied on his resume and has never been on a boat before. What I’m saying is, in this age of customer fluidity and freedom, your turning radius is not ideal.
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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
ijgolding
AUGUST 25, 2015
I am often asked how I find so much to write about on the subject of Customer Experience. Happily and sadly too many organisations make it very easy. So many of us experience great things (less so) and awful things (too often) on a regular basis, that I am inundated with stories that bring to life the effect (good, bad or indifferent) that Customer Experiences really do have.
iPerceptions
AUGUST 27, 2015
The mobile phone has transformed the world. We are now connected like never before with smart phones becoming our main gateway to the internet and the world. According to eMarketer, there will be over 30 million mobile-only internet users by 2016. Not only are more of us connecting to the internet via our phones but ComScore reported that mobile platforms – smart phones and tablets – accounted for 60 percent of total digital media time spent.
InMoment XI
AUGUST 25, 2015
During her time as Sr. Director of Strategic Research Services at MaritzCX, Funda Whitaker has learned a lot about what helps companies make great customer experience programs. She designs research projects that will give clients the information they need on what exactly their CX programs need. One of the most important things that all CX programs. View Article.
Provide Support
AUGUST 24, 2015
According to the 80/20 rule (the Pareto Principle), 80% of business comes from 20% of customers – in other words, a small group of your customers are generating the bulk of your revenue. That’s why acknowledging, respecting and rewarding these 20% is imperative. After all, loyal customers are the biggest assets of any business. In fact, customer loyalty is the key determinant of an organization’s success, yet many companies still keep focusing more on sales and customer acquisition.
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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Think Customers
AUGUST 25, 2015
A couple of weeks ago, I wrote about "The Rise of the Customer-Centric CIO" and the role that IT leaders are playing in helping organizations to differentiate the customer experience. In many organizations, the role of the CIO has evolved in recent years from reactive order taker to proactive business partner in helping business leaders to recognize and act on opportunities to leverage technology, people, and processes in new ways, thanks to their unique view of various functions and business un
transcosmos Information Systems
AUGUST 24, 2015
Customer service used to be as simple as being friendly and helpful to customers. However, technology has changed the way businesses operate and that includes how they handle customer service. Technology has enabled customers to be connected all day, every day and have access to platforms that allow them to publicly praise or diss your company. But then again, only businesses willing to adapt to these changes will survive.
InMoment XI
AUGUST 25, 2015
During her time as Sr. Director of Strategic Research Services at MaritzCX, Funda Whitaker has learned a lot about what helps companies make great customer experience programs. She designs research projects that will give clients the information they need on what exactly their CX programs need. One of the most important things that all CX programs.
Up Your Service
AUGUST 25, 2015
Are you happy with your current new employee orientation program? Are your new employees truly inspired by the program? (How many of them are still employed with you after just one year?). I am going to take you on a bus tour called ‘Service Orientation for New Hires’. This is not the same thing as ‘Job Induction for New Hires”. And here’s the difference between the two: Job induction is giving new employees what they need, to get going on the job.
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
Think Customers
AUGUST 25, 2015
Pepsi and Coca-Cola are notorious for their polarizing effect on the general public, as consumers typically love one and despise the other. However, this summer, both brands moved beyond the taste bud battle, instead competing for fans through promotions designed to enhance perception and loyalty. By embracing the fun-loving spirit of the season, both brands aimed to increase engagement during the time when consumers were most likely to seek cold refreshments.
iPerceptions
AUGUST 26, 2015
In the world of retail, the customer experience is taking center stage as a primary differentiator. As consumers become more comfortable with jumping from one channel to the next, retailers are striving to deliver an experience that exceeds customer’s expectations. For retailers to stay on track in their efforts to master customer experience in the age of e-commerce, here is a look at some of the most significant trends in the space, the key obstacles retailers face and how they should go about
InMoment XI
AUGUST 25, 2015
During her time as Sr. Director of Strategic Research Services at MaritzCX, Funda Whitaker has learned a lot about what helps companies make great customer experience programs. She designs research projects that will give clients the information they need on what exactly their CX programs need. One of the most important things that all CX programs.
Clarabridge
AUGUST 26, 2015
Getting buy-in for a Customer Experience Management (CEM) program isn’t always easy. For larger-sized companies with thousands of employees worldwide, it can be particularly hard to reach and convince all of the stakeholders who are needed to make the program successful. In order to build a foundation for a scalable and successful CEM program, you need buy-in from all levels of the organization.
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Heart of the Customer
AUGUST 27, 2015
Here’s a Q&A I did recently with Recruiting Social, who asked me to talk about using CX in the hiring process to improve candidate experience. Why should the candidate experience matter to employers? If the goal is to get the best talent, yet you make people go through really hard and opaque application and recruitment […]. The post Using Customer Experience-Savvy to Improve Your Candidate Experience appeared first on Heart of the Customer.
Steve DiGioia
AUGUST 27, 2015
it's really easy This original article was written by Steve DiGioia. One day a man was walking along the beach when he noticed a boy picking something up and gently throwing it into the ocean. Approaching the boy, he asked, “What are you doing?” The youth replied, throwing starfish back into the ocean. “The surf is up and the tide is going out. If I don’t throw them back, they’ll die.”.
Talkdesk
AUGUST 25, 2015
The uninformed customer is gone. She left the building, along with her cassette player, her landline telephone and her beeper. The modern customer is much more savvy. She wants individualized attention and expedited service. She expects more from the companies she works with and won’t accept anything less than excellent customer service. Modern companies must adapt to this shift in customer attitudes by developing and iterating upon their customer success strategies.
Clarabridge
AUGUST 28, 2015
by Sofie De Beule, Community Manager at Engagor . Customers are making key buying decisions based on the interactions they have with brands on social media. Twitter and Facebook are always on putting customers just one click away from being able to reach out with complaints, questions, etc. However, for quite a number of brands, it’s not possible to ‘always be on’ with 24/7 customer support.
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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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