Experience Investigators by 360Connext

SEPTEMBER 6, 2017

I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic approach. Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more!

Net Promoter Score 547

Net Promoter Score Customer Centricity Metrics Customer Journey 547

InMoment XI

SEPTEMBER 7, 2017

Emotions are both powerful and complicated. They play a significant role in both our purchase decisions and our future customer loyalty. Consider for a moment the standout customer experiences that you have experienced with brands you love – or hate. I became a life-long Nordstrom customer years ago when through ill fated circumstances, I didn’t.

Loyalty 200

Loyalty Article Brands Customer Experience 200

Beyond Philosophy

SEPTEMBER 4, 2017

Walmart is debuting a towering new kiosk that makes it easier to pick up online orders in your local Walmart store. Early reviews of Walmart’s “pickup tower” give it a thumbs up. In about 20 Walmart stores, you can scan a barcode on your phone at the bright red 16-foot-tall tower in the front of the store. A door opens, your item appears, and you’re done.

Retail 158

Retail Consulting Loyalty Technology 158

Customer Bliss

SEPTEMBER 5, 2017

Episode Overview. Damian and I discuss how he is leading the transition, in partnership with his CEO, to make AGL Energy of Australia a service business that happens to supply energy. In our conversation, Damian walks us through his six dimensions of the transformation, and many not-to-be-missed tactics that he has used to make progress. About Damian.

Customer Centricity 147

Customer Centricity Touchpoint Culture Banking 147

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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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GetFeedback

SEPTEMBER 6, 2017

Happy employees = happy customers. It seems obvious, so why do companies often overlook the employee experience when they focus on the customer experience?

Employee Experience 150

Employee Experience Customer Experience Customers Article 150

Beyond Philosophy

SEPTEMBER 6, 2017

When you are improving your Customer Experience (CX), measuring your progress is crucial. Measurement tells you what you are doing right and, perhaps more importantly, what you are doing wrong. The analysis also helps you determine goals for your team and where to focus your efforts. It also helps you allocate proper resources. Fail to measure correctly, and you will have a tougher road to success—or miss the road altogether.

Measurement 121

Measurement Consulting Metrics Webinar 121

ShepHyken

SEPTEMBER 6, 2017

There’s an old proverb that says, “Outward appearances are not a reliable indication of true character.” In other words, you can’t – and shouldn’t – judge a book by its cover. One of my favorite examples of this is from the movie Pretty Woman starring Julia Roberts and Richard Gere. This classic movie from back in the 1990’s was about a wealthy man, Edward Lewis, on a business trip in Beverly Hills who falls in love with a prostitute, Vivian Ward.

Books 0

Books Hotels Customer Service Training Sales 0

GetFeedback

SEPTEMBER 6, 2017

Happy employees = happy customers. It seems obvious, so why do companies often overlook the employee experience when they focus on the customer experience?

Employee Experience 150

Employee Experience Customer Experience Customers Article 150

InMoment XI

SEPTEMBER 5, 2017

Vehicle Acquisition Center, Recall Relationship Center, Loaner Center, Vehicle Service Contracts/Maintenance Contracts Center and the LOYALTY LOOP! (more about the details of these below) For two years prior to my present position, I was stationed in the Group 1 Automotive Service Development Center (SDC) in Houston. That’s where I learned a lot about the dealership service.

Loyalty 200

Loyalty Automotive Presentation Article 200

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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

Kayako

SEPTEMBER 6, 2017

Are you looking to add live chat to your customer support arsenal? If you are evaluating this, you can’t help but pull out a notepad, draw a line down the middle, and write “pros” and “cons” on either side. Except you won’t need to. That’s exactly what we’ve done here for you today! Rather than speculate on what makes a live chat software experience effortless or frustrating, Kayako surveyed 400 anonymous consumers and 100 anonymous businesses to find out what they think of live chat.

User Experience 88

User Experience Consumers Loyalty Social Media 88

ShepHyken

SEPTEMBER 5, 2017

Matt Peterson Shares Tips on Delivering Amazing Service. How would you like to know how to set yourself apart from the rest of your industry? Shep Hyken interviews Matt Peterson, CMO and co-founder of Jive Communications, a worldwide cloud based communication company that offers VoIP, video conferencing, and contact center support. Featured Interview: Shep begins the interview by talking to Matt about NPS (Net Promoter Score) and he made that an important focus in his company.

Net Promoter Score 91

Net Promoter Score NPS Social Media Customer Satisfaction 91

Uniphore

SEPTEMBER 7, 2017

Delivering exceptional customer experience is the holy grail of modern business, but like King Arthur’s knights, you are unlikely to find what you seek without an effective map. Read More.

Roadmap 106

Roadmap Customer Experience Customers Blog 106

InMoment XI

SEPTEMBER 5, 2017

Vehicle Acquisition Center, Recall Relationship Center, Loaner Center, Vehicle Service Contracts/Maintenance Contracts Center and the LOYALTY LOOP! (more about the details of these below) For two years prior to my present position, I was stationed in the Group 1 Automotive Service Development Center (SDC) in Houston. That’s where I learned a lot about the dealership service.

Loyalty 0

Loyalty Automotive Presentation Article 0

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

Totango

SEPTEMBER 6, 2017

Zendesk is a family of products that helps companies manage the entire customer lifecycle in different ways. They are on a scale that is uncommon for B2B companies, with a $350M run rate, 90K paying customers, and an additional 50-100K free or trial customers at any given time. At Customer Success Summit 2017 , Sam Boonin, VP of Product Strategy at Zendesk, gave a keynote address where he pointed out that “relationships between businesses and consumers are complicated,” because what they want is

Customer Success 82

Customer Success 2017 B2B Customer Centricity 82

ShepHyken

SEPTEMBER 8, 2017

Murph Krajewski Shares Keys to Creating Better Customer Support Experiences. Do your customer facing employees have everything they need to do their jobs properly? Shep Hyken interviews Murph Krajewski, VP at Sharpen, a cloud based service company that strives to create better agent experiences in support centers by merging technologies and relationships.

Contact Center 87

Contact Center Technology Customer Service Customer Satisfaction 87

Myra Golden

SEPTEMBER 5, 2017

My course, “Delivering Bad News to a Customer” for Lynda.com and LinkedIn Learning is now live! If you struggle with how to deliver bad news to customers, you’ll want to take this class. Here’s a description of the course: Customer service is about providing the best experience to a customer—yet, a lot of the time customer service reps find that their hands are tied and that what the customer wants is not something the rep can deliver.

Communication 84

Communication Customers Customer Service Interaction 84

Middlesex Consulting

SEPTEMBER 3, 2017

This post has been written by my friend Gary David. A brief biography is at the end of the post. It can be difficult to differentiate between customer satisfaction and customer experience. Such a close relationship can exist between the two that it is easy to think of them as the same. However, certain sales encounters can show us the distinction relatively clearly.

Customer Experience 60

Customer Experience Customer Satisfaction Connections Customers 60

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

Experience Matters

SEPTEMBER 6, 2017

In the report Activating Executive Commitment to CX, Temkin Group introduces a blueprint that CX leaders can use to gain and strengthen senior executive commitment. It’s composed of six levers: Create Vision Clarity, Share Compelling Opportunities, Amplify Emotional Empathy, Feed Intrinsic Motivations, Enable First Steps, and Fuel Ongoing Confidence.

Download 97

Download Chief Customer Officer Leadership Customer Experience 97

ShepHyken

SEPTEMBER 4, 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. The top five things you hate most about customer service by Sarah Ingrams . (Which?) Whether you’re buying new gadgets, planning a holiday or managing your finances, everyone has to deal with customer service from time to time.

2017 63

2017 Article Customer Service Net Promoter Score 63

NICE inContact

SEPTEMBER 7, 2017

Did you know that the first text message ever was sent on Dec. 3, 1992? It simply read: “Merry Christmas”. Finnish engineer Matti Makkonen had first conceived of the idea back in 1984. Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related.

Contact Center 67

Contact Center Omnichannel 2017 Interaction 67

Bold360

SEPTEMBER 7, 2017

When it comes to customer experience, brands are most often put to the test during a crisis. Whether it’s a tech glitch like Samsung’s recent smart TV crash or issues with seat selection at JetBlue, every company has a bad day now and again. Whether it’s a big issue or a relatively small one, support teams are often inundated with questions and requests and how they respond can mean the difference between a brand antagonist and a brand champion.

Customer Experience 67

Customer Experience Customers Brands Customer Expectations 67

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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,

Measurement

Customer Bliss

SEPTEMBER 7, 2017

Last week, we highlighted what Southwest Airlines was doing for those displaced by Hurricane Harvey , and now we have a few more examples to share: Mattress Mack: This story has gotten some attention , and “Mattress Mack” (real name is Jim McIngvale), who owns several Houston-area furniture stores, has opened his doors to those displaced by Harvey.

Airlines 434

Airlines Fashion Government Brands 434

ReviewTrackers

SEPTEMBER 6, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: A new report about fan experience from ReviewTrackers reveals that AT&T Park, home of the San Francisco Giants, has the top-rated hot dog. Which Stadium Makes the Best Hot Dog in Baseball? When a fan walks into a stadium, they expect an experience.

Customer Insights 84

Customer Insights Feedback Insights Customer Experience 84

SurveyGizmo

SEPTEMBER 5, 2017

The following post is part of a series that will help inform readers about the importance of Customer Experience. The series will provide best practices and tactics for turning your customers into loyal advocates of your brand. Previous posts in the series can be accessed via the following links: Exploring Data-Driven Customer Science in The Context of Offering Great Customer Experience.

Culture 63

Culture Customers Retail Brands 63

CSM Magazine

SEPTEMBER 4, 2017

Use the LEAP method to solve any issue and defuse even the most irate of customers. There’s an old adage in customer service that has proven consistently true over the years- whether you’re product is apples, airplanes or alligators, customers always call for one reason; they have a problem. No matter how good your company, your product or your people are, customers don’t call to tell you that.

Call Center 79

Call Center Customers Airlines Customer Service Representative 79

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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