InMoment XI
MAY 25, 2018
Dave Fish, CEO of CuriosityCX, offers an insider’s peek at his session, 10 Ways to Reboot Your CX Program, held this year at CXFusion. I had the privilege of speaking to over 100 CX professionals at the MaritzCX Customer Experience Event, CXFusion, in Las Vegas last month. Though I came back monetarily depleted, the energy I. View Article.
Customer Bliss
MAY 23, 2018
?. “ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Fanatics is the world’s largest provider of officially licensed sports gear. In this episode, Carolyne speaks about the importance of employee experience at Fanatics and how that translates to a better customer experience for dedicated sports fans.
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Alida
MAY 24, 2018
Retail is far from dead. That’s the key message I heard at the CX Exchange Retail 2018 , an intimate, invite-only conference for business executives in retail. Despite the talk in media about the so-called retail apocalypse , many speakers at the conference reiterated that the industry is alive and well. To win the business of consumers, however, companies need to invest in continuously improving the experience of their customers.
GetFeedback
MAY 22, 2018
Customer feedback is a vital part of any business strategy. Why? When you know what your customers want, you can improve your products, fine-tune your messaging, and reach people more effectively every day. Customer surveys are a fantastic, low-calorie method for gathering customer feedback. But like any other tool, a survey’s value depends on how you use it.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
InMoment XI
MAY 22, 2018
C.H. Robinson Q&A: A CX Program Designed to Surface Customer Trends and Needs An interview with Matt Ostrowski, Director of Business Development, C.H. Robinson, from the book Unlock the Value of CX. The book addresses the value that great customer experiences can have and how to deliver customer experience the right way to accelerate insights, results, and.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
MAY 25, 2018
Recently, Lorraine and I re-evaluated some of our long-term subscriptions – like cable TV, magazines and travel insurance. If you’re like us, once you sign on for something, you tend to renew without thinking much about it. Who on earth would want to deal with a new cable company or shop for insurance every year? You might expect to be rewarded for this long-term loyalty.
Lumoa
MAY 21, 2018
Who in an organization should own the customer experience? Some people say it is the CEO, some people claim it should be the CMO. Some IT infrastructure led organizations have even given the ownership to the CIO! Some people say it must be the whole organization. And some people argue that if the ownership is shared across the organization, no-one really has the responsibility to make things right.
InMoment XI
MAY 25, 2018
Dave Fish, CEO of CuriosityCX, offers an insider’s peek at his session, 10 Ways to Reboot Your CX Program, held this year at CXFusion. I had the privilege of speaking to over 100 CX professionals at the MaritzCX Customer Experience Event, CXFusion, in Las Vegas last month. Though I came back monetarily depleted, the energy I. View Article.
TechSee
MAY 21, 2018
Tuesday, November 23, 2015 started out like any other day at work for James Crenson. Coffee, check email, prep documents for weekly meeting, solicit input from co-workers on slack. Um, Slack? At 8:50 a.m. EST, popular workplace messaging service Slack suffered a massive outage , leaving over a million users around the world unable to send or receive messages and files for almost three hours in the middle of the workday.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
ShepHyken
MAY 23, 2018
Two years ago I reported on NewVoiceMedia’s “serial switchers” report that indicated that $62 billion was lost due to poor customer service. That number, in their new report now has that number pegged at $75 billion! That’s a lot of lost business! Here’s my take on this. Customers want and expect more than ever before – because that’s what we have we taught them.
Customer Guru
MAY 22, 2018
“Customers will never love your company until your employees love it first.” ~ Simon Sinek. It is a well-known fact that healthy employee engagement and sustained business growth are correlated. Interestingly, some might wonder whether corollary is true as well, i.e. successful organisations really have better-engaged employees? And what if the stream were to flow backward, can the success of a business result in better engagement?
InMoment XI
MAY 22, 2018
C.H. Robinson Q&A: A CX Program Designed to Surface Customer Trends and Needs An interview with Matt Ostrowski, Director of Business Development, C.H. Robinson, from the book Unlock the Value of CX. The book addresses the value that great customer experiences can have and how to deliver customer experience the right way to accelerate insights, results, and.
Second to None
MAY 24, 2018
While we like to think about relationships with consumers from a broad organizational perspective, ultimately the heavy load of this consumer perception is carried by the people directly involved in these interactions. At the end of the day, it comes down to your employee’s ability to make real, human connections with individuals who contact your brand online , over-the-phone , or walk into your store.
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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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Pointillist
MAY 23, 2018
By Steve Offsey. More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. By analyzing millions of data points in real-time, customer journey analytics software can help you discover the most important customer journeys and prioritize those opportunities that significantly impact business goals like increasing revenue, reducing churn and improvin
Experience Matters
MAY 24, 2018
As an organization’s customer experience efforts mature, CX metrics become a critical guidepost for all of its activities. You can see different ways to download this infographic below. Here are links to download different versions of the infographic: Infographic: in .png format, in .pdf format 18? x 24? poster: in .jpg format, in .pdf format Here are links to the research referenced in the infographic: Five Steps For Building A Strong CX Metrics Program The State of CX Metrics, 2017.
Customer Bliss
MAY 22, 2018
A unique customer experience is the outcome of a unique company. What I mean by that is that, yes a company can put tactics into place that transactionally are out of the ordinary. But in order to be steadfast in the market, and with customers, employees, and partners, as a company that is unique — they need to address both the internal and external factors to enable them to deliver in a unique manner.
ShepHyken
MAY 22, 2018
Grow Sales, Revenue, and Customer Loyalty While Improving the Customer Experience. How can you create a better online support experience for your customers? Shep Hyken is joined by Jamie Edwards, Kayako ’s co-founder and chief operating officer, all the way from London, to discuss the importance of live chat and how it can improve the customer service experience. ?
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.
Bob Hayes
MAY 21, 2018
In today’s subscription-based economy, customers are no longer trapped in long-term contracts; instead, they are able to jump to competitors easily when they become dissatisfied with their current vendor. Consequently, many subscription-based and SaaS companies are turning to the practice of Customer Success to retain their customers. Customer Success is the function in a company that manages the relationship it has with its customers to ensure the customers receive value from the product or sol
Lumoa
MAY 21, 2018
What roles should own the customer experience in an organization? Some people say it is the CEO, some people claim it should be the CMO. Some IT infrastructure led organizations have even given the ownership to the CIO! Some people say it must be the whole organization. And some people argue that if the ownership is shared across the organization, no-one really has the responsibility to make things right.
ijgolding
MAY 21, 2018
We live in a business world full of disruption. Whether you work in financial services, manufacturing, logistics or retail, no business today can ignore the rapid pace of change facing us all. Very much led by the never-ending advancement of digital technology, the business landscape and the challenges facing it, seem to change on a monthly basis. As little as twenty years ago, organisations could quite comfortably rely on having well-respected products and services.
ShepHyken
MAY 21, 2018
Each week I read a number of customer service and customer experience articles from various 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. 5 Ways Starbucks is Innovating the Customer Experience by Liz Barrett Foster. (QSR) In the fight to win back its brick-and-mortar customers, Starbucks is leveraging technological and experiential methods.
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
Bob Hayes
MAY 21, 2018
In today’s subscription-based economy, customers are no longer trapped in long-term contracts; instead, they are able to jump to competitors easily when they become dissatisfied with their current vendor. Consequently, many subscription-based and SaaS companies are turning to the practice of Customer Success to retain their customers. Customer Success is the function in a company that manages the relationship it has with its customers to ensure the customers receive value from the product or sol
InnerTrends
MAY 23, 2018
I used to be a marketer and I am guilty of every classic trick in the book. Yes, you heard me right: guilty! I am guilty of sending the same email to every subscriber in my list. I am guilty of sending the same email twice to the same user. I am also guilty of sending irrelevant messages to our clients. Yes, I admit it, I’ve done it all. Haven’t you?
Magellan Solutions
MAY 25, 2018
In business, external success begins with inner success. To develop a strong and lasting relationship with customers, you must first strengthen the camaraderie within your organization. To keep the customers satisfied, you must first create a great corporate culture. And finally, to ensure a meaningful customer engagement, you must first teach and expose your employees the ins and outs of customer service.
ShepHyken
MAY 25, 2018
This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. – Shep Hyken. Customer retention used to be considered just a “service problem.” That’s before the service world went digital, and the old ways of doing business became almost shameful, which happened practically overnight.
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
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