InMoment XI
OCTOBER 31, 2017
Halloween night 2007 was the perfect Halloween. I was old enough to go trick or treating without an adult, but young enough to not have my neighbors wonder why I was still asking for candy. My younger siblings were in bed being too little to join in on the candy collecting festivities of the evening. View Article.
Customer Bliss
OCTOBER 31, 2017
Episode Overview. In today’s show with Anne Witherspoon, we learn that sometimes implementing customer experience efforts has to start as a grassroots engagement across the organization. We discuss the skills and approach you need to build a customer experience program and its baseline foundation. Plus, Anne shares the strategy and game plan that helped her succeed in this role.
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ClearAction
NOVEMBER 3, 2017
Is Operations Involved in Customer Experience? Lynn Hunsaker. How would you like to reduce customer churn by 27%, increase Net Promoter Score TM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? This progress was achieved by engaging employees company-wide in coordinating customer-focused improvements across Operations, Marketing, Service and other functional areas.
Alida
NOVEMBER 2, 2017
The post-purchase experience is mediocre at best for most consumers, and it’s a missed opportunity for your brand. The CMO Council’s recent report , Elevate What Consumers Appreciate , found that while most brands identify enhancing the product ownership experience as a key differentiator, there’s a significant gap in their efforts to take advantage of post-purchase revenue, profit and relationship-building opportunities.
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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
OCTOBER 31, 2017
Halloween night 2007 was the perfect Halloween. I was old enough to go trick or treating without an adult, but young enough to not have my neighbors wonder why I was still asking for candy. My younger siblings were in bed being too little to join in on the candy collecting festivities of the evening.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
OCTOBER 30, 2017
Would you like to learn golf from a hall of famer? How about baking some French macarons at Le Cordon Bleu in Paris? Hotel chains, worried about competition from Airbnb , are rolling out these and other special experiences for their best rewards customers. Marriott’s master class program currently offers a chance to skipper an America’s Cup yacht in San Diego, and past offerings have included a clinic with an NBA star and golf lessons with a hall of famer.
Provide Support
NOVEMBER 1, 2017
5 Reasons Unhappy Customers Don’t Complain. The times when customer complaints were seen as a distraction that should be eliminated are over. Most businesses today understand that complaints are a valuable source of information. In fact, there might be no better way to collect direct feedback from your customers. A complaint not only shows what and where went wrong, whether it’s a problem with your product, service, customer support or internal processes.
ShepHyken
OCTOBER 31, 2017
Josh Liebman Encourages Running Toward Complaints, Not Away From Them. When it comes to receiving complaints, there are many people who would view this as a negative occurrence. However, Josh Liebman encourages companies to seek out complaints, saying that there are likely many other people who feel the same way, but will never say anything. Without complaints, you never know what needs improving.
ProProfs Chat
OCTOBER 31, 2017
Customer service is no less than a battleground these days, owing to the rise in customer expectations. Going on the lines of “You Miss, I hit”, competitors can steal your customers in seconds, even if their product is not as promising as yours. In fact, 7 out of 10 Americans won’t mind switching services for better customer service as the American Express report suggests.
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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
Beyond Philosophy
NOVEMBER 1, 2017
Big banks have proven yet again that they cannot be trusted to do what is best for the consumer. And this time, the U.S. Senate agrees that they don’t have to! Last week, the Senate voted to repeal a rule that banned most mandatory arbitration clauses in credit card agreements, checking account agreements, car loans, and many other types of consumer banking transactions.
Experience Matters
OCTOBER 30, 2017
CVS made an offer to buy Aetna for more than $66 billion. While there may be a lot of value in a combined company’s increase in power in drug distribution, what might this healthcare vertical integration mean for customer experience? My take: CVS and Aetna have totally different relationships with consumers. One lures in consumers for individual retail transactions and an intermittent set of pharmacy interactions, while the other has an annual contractual relationship that often deals with
ShepHyken
NOVEMBER 1, 2017
It happens all the time. As a customer, you interact with good people who don’t seem to deliver great customer service. They are nice, even knowledgeable, but they don’t seem to be what I call customer focused. So, I took a few minutes to talk to several people about how they were trained. I talked to a retail salesperson, a flight attendant, and a server at a restaurant.
Kayako
NOVEMBER 1, 2017
A few weeks ago, my cable bill came and it was more than I expected. I tried to figure out why, but eventually I needed to chat with the service team of a certain notorious cable company. I thought live chat would be the easiest way to get information on the extra charges. It wasn’t. Impersonal, inattentive, and inefficient – a study in all the things that customer service shouldn’t be.
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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eglobalis
OCTOBER 29, 2017
What is simplicity exactly? To me, simplicity means a demonstration of features, functionalities, processes, governance and design which are really necessary. The post Customer Experience Simplicity in Technology: How Quality & Design Impact the Bottom Line appeared first on Eglobalis.
ClearAction
NOVEMBER 1, 2017
Actionability of Customer Experience Intelligence Lynn Hunsaker. Do intelligence and actionability go hand-in-hand? The basic difference between data and intelligence is this: data are facts, and intelligence is the arrangement of data to convey meaning. In other words, intelligence is a capacity for applying a combination of facts. Customer experience intelligence, then, is a capacity to apply facts about what customers perceive, with the aim of improving their experience.
ShepHyken
NOVEMBER 2, 2017
This week we feature an article by Gemma Baker that shares three areas that your organization should examine during your regular competitor analysis. One key is to always deliver value to your customers to keep them coming back. – Shep Hyken. Does it seem like your competitors have an advantage over you when it comes to attracting new customers? Or that too many customers are dissatisfied with your service?
Comm100
OCTOBER 30, 2017
Christmas is coming, and in the spirit of the season of giving, it’s a great time to show your customers how much you care about them with a gift or token of your appreciation. While it’s a wonderful thing to try to show you care, too many businesses miss the mark by buying gifts for customers that are boring, bland or thoughtless – think corporate personalized pens, coffee mugs or gift cards.
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
NICE inContact
NOVEMBER 1, 2017
You’ve invested a significant amount of time and energy to hire highly skilled contact center agents, and you’ve invested a lot of money in the technology they use to handle calls/inquiries, so what is missing? Why aren’t you seeing the results you’d like in the customer experience space? If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center.
ClearAction
NOVEMBER 2, 2017
Customer Experience Handoff Silos are the Heart of Success Lynn Hunsaker. One of the most profound discoveries from customer experience journey mapping is interdependencies across data, systems, channels, processes and people. Customers experience our companies horizontally. Accordingly, smooth handoffs between departments can make all the difference in poor versus great customer experience.
Influitive
NOVEMBER 1, 2017
Now that you’ve sourced a pool of amazing customers with stories to tell (see my post on 4 steps to sourcing amazing customer success stories) and have helped them create user-generated content (UGC) that’s sure to attract a ton of highly qualified leads, next comes content distribution. Often, we’re so spent from creating that we.
Comm100
NOVEMBER 2, 2017
It was a Friday afternoon and Rodrigo, my Uber ride, was pulling up in a black Chevrolet Onix. Like the other times I had used the controversial cab service , I popped him a smile and a casual greeting as I swung into the back seat of his car. “Candy?” Rodrigo offered me as he started driving. He nodded towards the cup holder, which held at least ten colorful lozenges.
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NICE inContact
NOVEMBER 1, 2017
You’ve invested a significant amount of time and energy to hire highly skilled contact center agents, and you’ve invested a lot of money in the technology they use to handle calls/inquiries, so what is missing? Why aren’t you seeing the results you’d like in the customer experience space? If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center.
Maz Iqbal
OCTOBER 28, 2017
Cancer, the impending arrival of death for my friend and later myself, concentrates one (at least me) on that which matters. Today’s conversation is around that which has been unconcealed for me: about myself and the purpose/contribution of this blog. So now is the time to leave if this is not the conversation for you. … Continue reading "On Self, The Customer & Leadership Blog, and Cultivating Loyalty With Employees, Partners, and Customers".
Heart of the Customer
NOVEMBER 2, 2017
In any customer experience, certain phases have more impact than others – either positive or negative – and create a measurable impact on the rest of the relationship. Positive results lead to customer who trust you, are more willing to forgive mistakes, and are more interested in your other products or services. But if they […]. The post B2B Companies: Focus on Onboarding First appeared first on Heart of the Customer.
Avaya
NOVEMBER 2, 2017
At the recent Monage Conference , where Jeff Pulver invited me to speak, I talked about chatbots and shared how they can transform customer experiences for large enterprises. It was a perfect topic for the mix of customers and entrepreneurial chatbot developers in attendance. I highlighted how Avaya is extending our reach in contact centers with chatbot and artificial intelligence technologies.
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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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