InMoment XI
SEPTEMBER 9, 2016
Suppose you head up a company with one million customers. You’ve heard of this ‘customer experience’ thing, and decide you’ll have a go at it. You design the perfect survey that will tell you exactly how satisfied each respondent is, and you head off to gather your customers’ opinions. The first month showed that you. View Article.
Customer Bliss
SEPTEMBER 8, 2016
Within my five-competency customer experience framework , I often call No. 1 — honor and manage customers as assets — the “clincher competency.” This is where you begin to move customers away from being perceived as a cost center and towards being perceived as assets. Let me explain a little bit about what I mean. If I go work with a company on their customer experience delivery, oftentimes I ask executives if they know the volume and value of their new customers.
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Experience Investigators by 360Connext
SEPTEMBER 7, 2016
Brands need to keep innovating. To stay ahead of the market, they need to offer the “what’s next” to stave off the competition. Innovation is about responding to the market, anticipating needs, and using a little magic to appeal to customers. I often wonder about the companies that don’t innovate. And then I remember some of […].
Beyond Philosophy
SEPTEMBER 7, 2016
Apple is changing. They are paying loads more taxes in Ireland. The new iPhone doesn’t have a headphone jack (or nearly as much excitement as previous iPhone launches). Moreover, the Apple Store is no more! Wait, what? You read that right. In late August, Apple announced that the word “store” would be removed from the name of its retail locations. Quite frankly, this move is much bigger news for their Customer Experience than the release of the iPhone 7.
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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
SEPTEMBER 9, 2016
Suppose you head up a company with one million customers. You’ve heard of this ‘customer experience’ thing, and decide you’ll have a go at it. You design the perfect survey that will tell you exactly how satisfied each respondent is, and you head off to gather your customers’ opinions. The first month showed that you.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customers That Stick
SEPTEMBER 6, 2016
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Beyond Philosophy
SEPTEMBER 5, 2016
You are irrational. Your friends are irrational. Your boss is irrational. Unless you happen to know a Vulcan, everyone you know is irrational. I am irrational, too. People are irrational by nature. Irrational behavior makes some business leaders nervous; it is so unpredictable and hard to track. However, hard to track or not, emotions and the psychological responses they trigger affect our buying decisions.
ShepHyken
SEPTEMBER 5, 2016
Each week I read a number of customer service 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. Create Great Customer Experiences with These Three Principles by Opinurte Team. (Opinurate) Matt Watkinson has worked with some of the biggest businesses in the world on customer experience strategy, service design, websites and mobile apps.
Experience Matters
SEPTEMBER 8, 2016
One of Temkin Group’s four CX core competencies is Employee Engagement. That’s why Temkin Group put together an Employee Engagement Resource Page and developed this infographic. You can download the infographic (or poster) below. I hope you enjoy it. Here are links to download versions of the infographic: Poster (18′ x 24″) in.pdf file or in.jpg file Infographic […].
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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
OpinionLab
SEPTEMBER 9, 2016
“Customer journey mapping” is a hot phrase right now in the CX industry and there is a massive appetite to fully understand how customers move through the buying cycle using this method. However, there seems to be significant confusion about how to approach this task effectively. In fact, 63% of CX professionals map their customer experience according to recent Forrester research.
Beyond Philosophy
SEPTEMBER 6, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Many companies devote considerably more energy and resources to capturing customers than they do to keeping them. But, all customers are not created equal; some have more potential value than others. It’s extremely important for targeting the best customers that their array of value requirements are well understood and that the resources devoted to getting these customers be well-applied.
ShepHyken
SEPTEMBER 7, 2016
Customer Opportunity. Just last week I wrote an article about companies that ask customers to repeat their problems, account numbers and more. So consider this a follow-up to that article that approaches the subject from a completely different angle. For example, getting transferred from one customer service representative to the next and having to repeat the issue.
Experience Matters
SEPTEMBER 6, 2016
For the previous six years, we’ve measured effort as part of the Temkin Experience Ratings. This year, we examined 294 companies across 20 industries based on a survey of 10,000 U.S. consumers (see methodology section below). In this post, I’m showcasing the results from the effort component of those ratings. Congratulations to Publix, O’Reilly Auto Parts, True Value, Save-a-Lot, […].
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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Topdown
SEPTEMBER 7, 2016
Recently, I was invited by CMSWiRE to join a group of industry experts for a Tweet Jam on the topic of building your MarTech and DX stack. We explored the dilemma businesses face when building out their digital marketing and digital customer experience capabilities: building today what you’ll need for tomorrow. It’s a tough challenge, given that today's mercurial consumers shift channels, loyalties, and expectations at the swipe of a finger, making it ever-more difficult to predict future DX tec
Amity
SEPTEMBER 7, 2016
With 20,000 customers worldwide, HubSpot is the world’s leading inbound marketing and sales platform, transforming the way businesses attract, engage, and delight customers. We sat down with Stephen O’Keefe, Director of Customer Success, to discuss how Customer Success has evolved at HubSpot over the last 7 years. Can you give us a brief overview of Customer Success at HubSpot, and of your responsibilities?
ShepHyken
SEPTEMBER 6, 2016
Colin Shaw on Taking Your Customer Experience. to the Next Level. Shep Hyken speaks with founder and CEO of Beyond Philosophy and bestselling author, Colin Shaw. They discuss Colin’s new book “ The Intuitive Customer: 7 Imperatives for Moving Your Customer Experience to the Next Level.” Colin shares tips to help you understand your customer’s behaviors and how you can use that to increase sales.
Forrester
SEPTEMBER 9, 2016
The 2016 China Customer Experience Index report, which I co-authored with APAC CX team principal analyst Ryan Hart , went live last Thursday at the Forrester's CX MARKETING SHANGHAI 2016 forum. The report is based on Forrester's CX Index™ methodology, which measures how successfully a company delivers customer experiences that create and sustain loyalty - increased customer loyalty in turn tends to drive business growth.
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
Myra Golden
SEPTEMBER 7, 2016
Me and Lauren when she was 6 years old. When my daughter was 4 years old McDonald’s was her favorite place to eat out. We always got her the Happy Meal with chicken McNuggets. To this day she’s still not a “burger” person. One afternoon we stopped at McDonald’s on the way home from pre-school. I placed Lauren’s usual Happy Meal order through the drive-thru speaker.
CSM Magazine
SEPTEMBER 7, 2016
According to a new report from NewVoiceMedia, businesses lose $62 billion per year because of poor customer service. In addition, almost 50 percent of the surveyed respondents across the United States said they switched to a different business as a result of poor customer service. When it comes to treating clients well then, it’s easy to see that many ventures continue to drop the ball year after year.
ShepHyken
SEPTEMBER 9, 2016
This week on our Friends on Friday guest blog post my colleague, Anne Bachrach, reminds us of the importance of running a client-centered business and how this will set you up for success. Sometimes, all it takes is giving someone a little extra time or giving a little extra effort. – Shep Hyken. There are many factors that go into building a successful business.
Eptica
SEPTEMBER 9, 2016
Date: Friday, September 9, 2016 Can you afford to lose half your customers? Published on: September 09, 2016. Author: Neil Cox Recent research highlighted by customer service guru Shep Hyken demonstrates the importance of delivering an experience that meets the needs of your customers. It found that businesses in the US are losing $62 billion every year, due to people switching following poor customer service.
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Myra Golden
SEPTEMBER 7, 2016
Me and Lauren when she was 6 years old. When my daughter was 4 years old McDonald’s was her favorite place to eat out. We always got her the Happy Meal with chicken McNuggets. To this day she’s still not a “burger” person. One afternoon we stopped at McDonald’s on the way home from pre-school. I placed Lauren’s usual Happy Meal order through the drive-thru speaker.
CX Journey
SEPTEMBER 8, 2016
Image courtesy of elinor_dear I originally wrote today's post for TandemSeven. It appeared on their blog on January 7, 2016. Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? It's the sum of all interactions that an employee has with his employer during the duration of his employment relationship.
Michelli Experience
SEPTEMBER 9, 2016
In 1998 (in my book Humor, Play, and Laughter ), I began talking and writing about the importance of “gratitude” for business and personal life. In fact, gratitude has long been one of 5 core values for my business (right alongside – “personalization, respect, humility, and succeeding together”). That said, I took notice when the esteemed Harvard Business Review ( HBR ) recommended the practice of “gratitude” as a “bona fide” leadership competency.
Avaya
SEPTEMBER 6, 2016
Research undeniably proves that personalization is key for delivering amazing customer experiences. (After all, companies can’t provide just one customer experience—rather, they need to provide ongoing experiences that adapt and evolve as technology and customer needs change.) For example, a recent study found that nearly one third of customers desire higher levels of personalization when shopping.
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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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