InMoment XI
AUGUST 1, 2014
Looking into the future is like looking into a crystal ball, especially when thinking about how people’s perceptions will change in the next 3 to 5 years. What makes it more complex is the growing number of dependencies involved. Just 5 years ago, people bought expensive software for their large computers, and being smart meant.
Bill Quiseng
JULY 28, 2014
This week’s guest post is written by Ben Puzzuoli, Chairman of the Board at Cayzu Help Desk ( www.cayzu.com ). The real benefit of social media is in meeting people who share like interests. My very first management position was with Marriott Hotels. Back then, there were less than 35 hotels worldwide. Recently Marriott opened the J.W. Marriott Hotel in Washington, D.C., its 4000th.
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PeopleMetrics
AUGUST 1, 2014
'At PeopleMetrics we’re all about gathering customer feedback. But we aren’t just helping companies to listen to their customers – we advise them to close the loop too (that is, follow-up on the feedback – get in touch – help solve a problem if need be.). Following up with a customer or prospect who took the time to reach out to you is key to building trust and solidifying your relationship with them.
Maz Iqbal
JULY 28, 2014
'In light of the Comcast call that went viral I invite you to listen to these wise words (bolding is my work). There is no question that acquiring and retaining customers is vital to every company, but it’s the way companies are going about it that’s dead wrong … Charles Green, coauthor of the Trusted Advisor, points out that many companies have the client focus of a vulture – the pay close attention to what clients are up to, but only in order to figure out the right ti
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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
AUGUST 1, 2014
Looking into the future is like looking into a crystal ball, especially when thinking about how people’s perceptions will change in the next 3 to 5 years. What makes it more complex is the growing number of dependencies involved. Just 5 years ago, people bought expensive software for their large computers, and being smart meant.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Kristina Evey
JULY 30, 2014
'Put the Pieces of the Customer Experience Together with Customer Experience Mapping. Call it Customer Experience Mapping, Journey Mapping, Customer Touchpoints… The thing to understand is that the companies that use these practices recognize higher levels of customer satisfaction and customer loyalty. Why is this? Well, I’m happy to explain.
Maz Iqbal
JULY 30, 2014
'I find myself interested and caring for the human. So the following slogan caught my attention: “There is no more b2b or b2c: It’s human to human” This got me wondering: What does it take for us to show up and operate as ‘human to human’? If we are to do business in a ‘human to human’ way then it helps to have a good grasp of what the defining characteristic of human is.
InMoment XI
AUGUST 1, 2014
Looking into the future is like looking into a crystal ball, especially when thinking about how people’s perceptions will change in the next 3 to 5 years. What makes it more complex is the growing number of dependencies involved. Just 5 years ago, people bought expensive software for their large computers, and being smart meant.
Storyminers
JULY 31, 2014
'Nordstrom’s [JWN] acquisition today of Trunk Club (a personal shopping service for guys who hate to shop but want to look good) is reported in the business press today with all the right financial reasons: scale, financial strength, distribution efficiencies, … Continue reading → Blog Customer Experience Retail Apps'
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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
CX Journey
JULY 29, 2014
'Image courtesy of dalbao Businesses are - knowingly or unknowingly - sabotaging their customer relationships. Customers don''t want to put up with it anymore - and they make sure their friends hear about it. After the popular post I wrote titled 19 Signs Customers Are Just Not That Into You , which sounded an awful lot like the romantic comedy, He''s Just Not That Into You , I was inspired by the title of another rom-com, How to Lose a Guy in 10 Days , for today''s post.
Amity
JULY 28, 2014
Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? According to an Aberdeen Report* on Customer Experience Management, the top three drivers for investing in customer experience management (customer success management and customer experience management are often used interchangeably) are: Improve customer retention – (42%).
InMoment XI
JULY 29, 2014
There’s been a lot of discussion lately about horrible customer service experiences, ranging from frustrating recorded calls to military veterans’ treatment delays in the VA hospital system. In these cases, the issue raised by observers is not so much the failure of individual employees, but rather the overall “culture” of the organization. Conversely, companies praised.
Storyminers
JULY 31, 2014
'One dimension of a Store of the Future Initiative is a digital transformation.
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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Brad Cleveland Blog
JULY 31, 2014
In a recent survey conducted by IntelliResponse, customers chose efficiency over personalization. Of the 1,000 US online consumers who were surveyed, 59% said they want a transactional relationship in which they receive efficient service (versus 24% who want a friendship, in which they get personalized service).
Arie Goldshlager
JULY 26, 2014
In his Harvard Business School working paper , Max Bazerman argues that: “ The harmful side effects of goal setting are far more serious and systematic than prior work has acknowledged. Goal setting harms organizations in systematic and predictable ways. The use of goal setting can degrade employee performance, shift focus away from important but non-specified goals, harm interpersonal relationships, corrode organizational culture, and motivate risky and unethical behaviors.
InMoment XI
JULY 29, 2014
There’s been a lot of discussion lately about horrible customer service experiences, ranging from frustrating recorded calls to military veterans’ treatment delays in the VA hospital system. In these cases, the issue raised by observers is not so much the failure of individual employees, but rather the overall “culture” of the organization. Conversely, companies praised.
Forrester's Customer Insights
AUGUST 1, 2014
'With Anjali Lai. The tide is turning on privacy. Since the earliest days of the World Wide Web, there has been an increasing sense that the Internet would effectively kill privacy - and in the wake of the NSA PRISM program revelations , that sentiment was stronger than ever. However, by using our Forrester''s Technographics 360 methodology, which blends multiple qualitative and quantitative data sources, we found that attitudes on privacy are evolving: Consumers are beginning to shift from a st
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
Brad Cleveland Blog
JULY 31, 2014
In a recent survey conducted by IntelliResponse, customers chose efficiency over personalization. Of the 1,000 US online consumers who were surveyed, 59% said they want a transactional relationship in which they receive efficient service (versus 24% who want a friendship, in which they get personalized service).
Customer Interactions
AUGUST 1, 2014
'The public safety industry is on the threshold of a major transformation. Here are five critical developments that are shaping the public safety solutions of the future. Trend #1: NG911 (including Text-to-911) Last year’s FCC announcement of a voluntary agreement with service providers on Text-to-911 was a major milestone, signaling a shift how the industry is starting to change the way it thinks about Text-to-911 – from ‘early adopter’ to ‘mainstream.
InMoment XI
JULY 29, 2014
There’s been a lot of discussion lately about horrible customer service experiences, ranging from frustrating recorded calls to military veterans’ treatment delays in the VA hospital system. In these cases, the issue raised by observers is not so much the failure of individual employees, but rather the overall “culture” of the organization. Conversely, companies praised.
CX Journey
AUGUST 1, 2014
'Image courtesy of Tom Rydquist I originally wrote today''s post for Intradiem. It appeared on their blog on April 14, 2014. Can you name one of the most powerful and most important customer experience training tools available to your organization? If you can''t, I''ll answer that question for you. The most powerful training tool, the one that''s going to help your employees deliver a great customer experience, is a customer journey map.
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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,
Daniel Group
JULY 31, 2014
'Last week I wrote about Professor Duckworth’s research on grit and its importance to success ( True Grit: What does it take to be Successful ). Grit, in her definition, has two components. One is an almost single-minded focus on achieving your objectives. It is not done with simply a desire to getting things done but, rather, a true desire and passion to make things happen (compelling passion).
InMoment XI
JULY 30, 2014
A few weeks ago we fielded a Benchmark Survey to put the results of our new online VoC Program Effectiveness Assessment in context. The survey yielded a number of interesting insights about current VoC programs and how they’re performing. Here we’ll take a look at the value programs deliver (see chart below). Not surprisingly, the. View Article.
InMoment XI
JULY 30, 2014
A few weeks ago we fielded a Benchmark Survey to put the results of our new online VoC Program Effectiveness Assessment in context. The survey yielded a number of interesting insights about current VoC programs and how they’re performing. Here we’ll take a look at the value programs deliver (see chart below). Not surprisingly, the.
InMoment XI
JULY 30, 2014
A few weeks ago we fielded a Benchmark Survey to put the results of our new online VoC Program Effectiveness Assessment in context. The survey yielded a number of interesting insights about current VoC programs and how they’re performing. Here we’ll take a look at the value programs deliver (see chart below). Not surprisingly, the.
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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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