Alida
OCTOBER 18, 2016
Generation Z, the cohort born between 1996 and 2010, is ready for the spotlight. Finally escaping the shadows of the generations before them, many Gen Zers are now entering the workforce. As a result, their spending power, currently valued at $44 billion , is growing every day. Also known as Gen Z, iGeneration (iGen) or Net Gen, this cohort is massive and influential.
InMoment XI
OCTOBER 20, 2016
MaritzCX and Forrester are partnering to make the Forrester Customer Experience Index (CX Index) pre-built survey templates across 17 industries accessible within the MaritzCX Platform. This partnership and integration is made in the name of arming businesses with easy access to the CX Index and giving them as much insight as they can possibly get.
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Beyond Philosophy
OCTOBER 17, 2016
Customers are not loyal because of the Customer Experience you provide. They are loyal because of the Customer Experience they remember you provided. Furthermore, customers don’t remember the entire experience but only bits and pieces. It is important to get these memorable bits right, or your customer loyalty will certainly go to pieces. The human memory isn’t as reliable as we would like to think.
Michel Falcon Experience
OCTOBER 19, 2016
Companies, across many different industries and sizes, all have marketing budgets. Most of these businesses allocate a considerable amount of their budget to traditional marketing efforts and, as of recently, have been investing in digital strategies. But what about investing in customer service stories? Or, as some may refer to it as, storytelling marketing.
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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.
Heart of the Customer
OCTOBER 20, 2016
Customer empathy is absolutely critical to a company-focused culture. Without empathy, employees focus on their own problems, rather than your customers’. They build overly-complex products based on what they want to buy, rather than starting with customer needs. And they certainly don’t understand the emotional context of your customers. Both Forrester and the Temkin Group […].
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
OCTOBER 19, 2016
Did you know there was once a German belief that if you sleep with your mouth open, your soul will escape disguised as a white mouse ? Or that ancient doctors used to drill holes in their patients’ heads to cure migraines? Or that drinking the ground up testicles of a small mammal mixed with alcohol was considered a contraceptive in 16th century Canada?
ShepHyken
OCTOBER 19, 2016
The other night I had a wonderful meal at Mama Louise , an Italian restaurant in Orlando on Florida’s ever popular “Restaurant Row.” I ordered Mama’s Stuffed Chicken, and it was delicious. But, good food isn’t what this is about. It’s about the experience that Joe Esposito and his staff created. First, the staff was friendly and helpful, making suggestions and letting us know what was most popular on the menu.
Customer Bliss
OCTOBER 20, 2016
Double talk. It can feel like it’s everywhere sometimes. Let me be a little bit blunt to open this post, although I think many of you may have experienced this at least once. In short? Customer culture is talked about by many leaders, but ultimately misunderstood by most organizations. Let’s do a quick example. We know many companies have “core values,” for example — and while often some of the top people try to live by them, oftentimes they feel like a list of word
InMoment XI
OCTOBER 20, 2016
MaritzCX and Forrester are partnering to make the Forrester Customer Experience Index (CX Index) pre-built survey templates across 17 industries accessible within the MaritzCX Platform. This partnership and integration is made in the name of arming businesses with easy access to the CX Index and giving them as much insight as they can possibly get. View Article.
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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
Experience Matters
OCTOBER 19, 2016
We regularly help companies create cultures that are more customer-centric. So it seemed like a fun idea to create an infographic on the topic. Enjoy! You may want to see a video we created about customer-centric culture or the report, Employee-Engaging Transformation. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (12″ […].
ShepHyken
OCTOBER 17, 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. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. (Drift) When it comes to being customer-driven, there’s a difference between treating people right and doing everything that people ask.
Customers That Stick
OCTOBER 15, 2016
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InMoment XI
OCTOBER 18, 2016
Regardless of where you work or how long you have been with a company, most of us have experienced a situation where we discover that some process or approach to doing business has “always been done that way.” How organizations handle the customer experience, following up with customer concerns, and fixing customer problems often fall. View Article.
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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Michelli Experience
OCTOBER 19, 2016
In addition to highly conflictual political discourse (which may have sunk to an all-time low in the US), I’ve recently observed a number of people making obscene gestures at one another, swearing, and ranting in stores as well as during miscellaneous business transactions. American activist Rachel Corrie once noted, “We should be inspired by people…who show that human beings can be kind, brave, generous, beautiful, strong – even in the most difficult circumstances” I am convi
ShepHyken
OCTOBER 18, 2016
Christopher Elliott Talks about How to Get a Better Customer Experience. Shep Hyken speaks with consumer advocate, author, and journalist Christopher Elliott about how to get what you deserve as a customer. They discuss the secrets to getting better customer service, how to reach the CEO of a company when you have a problem, the misconceptions of “loyalty” programs and more.
Customers That Stick
OCTOBER 17, 2016
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Customer Bliss
OCTOBER 18, 2016
Episode Overview. Kevin Bury had a very successful career as the CEO of several technology startups before he took on the senior customer experience leadership role at the very large technology company, SolarWinds. In our conversation, Kevin outlines how he’s used his depth of leadership experience and applied it to his new role in this large organization.
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
Steve DiGioia
OCTOBER 17, 2016
because my loyalty does have limits This original article was written by Steve DiGioia. You failed them again. Be honest – face the facts! You worked hard for years to build a loyal customer base and now look at you. Your customers are leaving in droves. What happened? Sales are down, bills now pile up. Employee morale is low and coming to work is no longer fun.
Kerry Bodine
OCTOBER 20, 2016
This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites. That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience. It would be easy for Exploratorium management to focus exclusively on the museum experience—everything that happens within their physical walls, represented by the square box in the middle of
Andrew Mcfarland
OCTOBER 17, 2016
If you believe, as I do, that the customer experience was once great, read on to learn how we got off track and what we must do to make the customer experience great again. #MCXGA Long, long ago the customer.
ShepHyken
OCTOBER 21, 2016
This week on our Friends on Friday guest blog post my colleague, Merrick Rosenberg, explains how important it is for salespeople to incorporate personality style into the selling process. I have always been fascinated by personality styles and feel they can be a helpful tool for building strong customer relationships. – Shep Hyken. Every salesperson knows that long-term customer relationships are the key to success.
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CSM Magazine
OCTOBER 17, 2016
No business likes to get complaints. However, we have to accept the fact that complaints will happen. Customers may complain about our products, service, or may simply be confused about an issue. Is the customer always right? No. But the customer is still the customer and deserves our best efforts to make him or her happy. While a few customers may be chronic complainers or trying to take advantage of the system, the vast majority are simply looking for a solution to some problem they have encou
NICE inContact
OCTOBER 18, 2016
If you’re in Customer Service, you’ve heard of “omnichannel”. In fact, you’re probably sick of the term. This concept is easy to understand and the technology isn’t the real challenge. The challenge is the human interface, both the consumer wanting (or not wanting) omnichannel integration , and the agent actually incorporating all channels in the right way.
Customer Enthusiast
OCTOBER 20, 2016
I recently received a review copy of The American Retail Value Proposition: Crafting Unique Experiences At Compelling Prices by Kyle B. Murray. Among other things, the author presents the RFM (recency, frequency, monetary spend) model for determining customer value. Mr. Murray writes: “(O)ne of the best ways to predict future behavior is to look at past behavior.
Kayako
OCTOBER 20, 2016
There are hundreds of articles out there telling you how to write a better help center article. They’ll give you a lot of really great advice on writing clearly and succinctly. They’ll tell you how to keep your audience in mind, and how to keep them engaged. They’ll talk about article organization, tone, and format. What they won’t tell you, though, is that good writing is only half the battle.
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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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