InMoment XI
DECEMBER 15, 2016
On Wednesday morning of November 9th people all over the world were asking, “How did the pollsters get it so wrong? Have we lost our ability to understand the true sentiment and intentions of a population using surveys, questionnaires and polls?” For those of us in the customer experience space, these results made us step.
Customer Bliss
DECEMBER 13, 2016
Episode Overview. Dayton Semerjian was a Chief Marketing Officer four times. Because his ultimate goal was moving towards a CEO role, he shifted a bit — and ran a $600 million P&L and then a $2.5 billion P&L for CA Technologies. Then took on his current roleL General Manager, Global Customer Success and Support at CA Technologies. In our discussion we explored his very deliberate path toward taking on these new roles — and how his operational experience prepared him to be su
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Alida
DECEMBER 15, 2016
Did you know that 90 percent of all companies market with content ? Content marketing has become more than a strategy: it’s today’s marketing. Content marketing is more effective and efficient than other marketing strategies, and costs less for a greater return. For example, content marketing costs 62 percent less than outbound marketing and generates more than three times as many sales leads.
Beyond Philosophy
DECEMBER 12, 2016
There are three critical elements every online holiday shopper expects this year. If you don’t meet them, they likely won’t buy with you, not now in the holiday season, or in the new year either. Chances are if you are shopping for the holidays, you are buying at least in part online. Per USA Today , this year’s Cyber Monday booked $3.45 billion in sales, representing 12% growth for Cyber Monday sales in 2015.
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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
DECEMBER 15, 2016
On Wednesday morning of November 9th people all over the world were asking, “How did the pollsters get it so wrong? Have we lost our ability to understand the true sentiment and intentions of a population using surveys, questionnaires and polls?” For those of us in the customer experience space, these results made us step. View Article.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Alida
DECEMBER 15, 2016
In a recent interview with Fox Business Network, Cleveland Clinic CEO Toby Cosgrove, MD, shared why health care will see more consolidation in the next few years. The number of mergers and acquisitions (M&A) will increase, according to Dr. Cosgrove, as the industry grapples with pressures to be more efficient. He sees consolidation as a way for hospitals to gain more purchasing power, reduce redundant services and drive costs down.
Beyond Philosophy
DECEMBER 14, 2016
Having been with the Customer Experience movement since the beginning, I have seen companies embrace the idea of putting Customers at the center of everything they do and reap the rewards in increasing Net Promoter Scores (NPS) and revenues. Now, some of these companies are experiencing a plateau in their NPS score. They no longer see it climb the way it once did.
CustomerGauge
DECEMBER 13, 2016
2017 is already knocking on the door, so we thought it would be useful for our readers out there to know who are some of the top customer experience influencers they can follow in the upcoming year. Through our work we have a daily exposure to these thought leaders and always enjoy learning about best […]. The post 20 Customer Experience Influencers to Follow in 2017 appeared first on CustomerGauge.
Kayako
DECEMBER 15, 2016
This is a guest post from our friends over at Recruiterbox. Sarah Caminiti will share why tone of voice in your communication with customers is important, and how it can be used as a unique hiring tool. How do you come across to your customers? Are you received as being professional and reassuring? One of the most vital pieces of building a support team is setting the right tone for your customers.
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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
ShepHyken
DECEMBER 12, 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. Is Your Digital Marketing Strategy Ready for an AI Intervention? by Tara Thomas. (Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world.
Experience Matters
DECEMBER 14, 2016
People are always asking us about the correlation between customer experience and business results. While we recommend that companies examine this relationship for their specific company, we’ve done extensive industrywide analyses on the topic. At the bottom of this post we’ve assembled a number of industry-specific charts that you can download and use.
CustomerGauge
DECEMBER 12, 2016
Has anyone else ever heard the term “digital transformation” and let loose one of the longest eye rolls of their life? Don’t worry, I was in your shoes once. Before I worked in marketing, I was a development editor at a technical publication for software books (I know, I know, I’ve gone to the dark […]. The post NPS and the Digital Transformation of CX appeared first on CustomerGauge.
ijgolding
DECEMBER 14, 2016
Do your people ‘make’ your company? Do your people ‘make’ your Customer Experience’? Two very simple, yet interesting questions that have been very publically brought to the fore by British airline, Monarch. Their new advertising campaign caught my attention a couple of weeks ago – it did so because I found it extremely unusual.
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
DECEMBER 15, 2016
If you are old like me, you will remember a time when there wasn’t an express checkout line at grocery stores. If you are somewhat younger, you might remember the days before self-checkout lanes were available. This generation of young people will likely tell future generations that they lived in an era when some people actually lined up to give paper money or swipe a plastic card in front of someone called a cashier.
Experience Matters
DECEMBER 16, 2016
If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. You also know that we’ve called 2016 The Year of Emotion, and have been trying to raise the visibility of this key area with out Intensify Emotion efforts. […].
Amity
DECEMBER 12, 2016
Picture this: Company X is trying to promote a software to other businesses via social media by sharing organic articles aimed at educating their audience about their product. Now imagine the same content being shared by one of your Facebook friends, who happens to be working for that company. Which message are you more likely to acknowledge or click?
ShepHyken
DECEMBER 16, 2016
This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, writes about one of the most important parts of the customer relationship, authenticity. Being authentic is required by all of us in order to deliver an Amazing customer experience. – Shep Hyken. You’re doing all the right things. You have a program in place to track Voice of the Customer data.
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
ClearAction
DECEMBER 11, 2016
An out-of-tune piano or violin may be one of your most vibrant memories of a poor user experience. Every one of the strings and keys must be in-sync, no exceptions. And so it is with every one of the groups in your company that is managing part of the end-to-end customer experience. CRM, VoC, UX, FCR, NPS, DX, and so on — it’s more than alphabet soup. 1 They’re all parts of a whole.
NICE inContact
DECEMBER 12, 2016
We all want our agents to provide “great” service. When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand. But, does hiring great contact center agents equate to great service?
Experience Matters
DECEMBER 12, 2016
Did you know that customers who feel adoring after an experience are more than 11 times as likely to buy more from a company than customers who feel angry? And customers who feel appreciative are more than 5 times as likely to trust a company than those who feel agitated? That’s because how customers feel […].
Middlesex Consulting
DECEMBER 12, 2016
In the B2B world, capital equipment aftermarket service is unique. The quality of the service recovery not only impacts the revenue the service business produces; it impacts the long-term outlook for product sales. This dual influence causes both the CFO and Head of Sales to demand different outcomes from the service business. The CFO wants her service revenue NOW.
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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,
ShepHyken
DECEMBER 14, 2016
When it comes to customer service, everyone can be a leader. You do the right thing, because you know it’s the right thing to do. Others notice and admire you. With that in mind, what I’m about to share isn’t as much about customer service (although it could be) as it is about stepping up with the characteristics and traits that can make you a leader – someone others want to emulate and act like.
LiveChat
DECEMBER 12, 2016
When I was working in customer service, my greatest problem were emotions. When I was having a bad day (you know, one of those days with high percentage of grumpy, upset or rude customers), I wasn’t able to cope with anger and frustration. My biggest dream was to have the ability to turn off my emotions for a couple of hours. Because I felt that negative emotions were too difficult for me to handle, I was dreaming about becoming a robot.
Experience Matters
DECEMBER 12, 2016
Did you know that customers who feel adoring after an experience are more than 11 times as likely to buy more from a company than customers who feel angry? And customers who feel appreciative are more than 5 times as likely to trust a company than those who feel agitated? That’s because how customers feel […].
Middlesex Consulting
DECEMBER 12, 2016
In the B2B world, capital equipment aftermarket service is unique. The quality of the service not only impacts the revenue the service business produces; it impacts the long-term outlook for product sales. This dual influence causes both the CFO and Head of Sales to demand different outcomes from the service business. The CFO wants her service revenue NOW.
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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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