Sat.Jun 13, 2015 - Fri.Jun 19, 2015

article thumbnail

Engaging the Entire Company in Becoming More Customer Centric

InMoment XI

We sat down with customer experience executives from three different industries to discuss how they align their companies to foster a culture of customer centricity, from the frontline to the C-Suite. Joyce Clark Sarnacki of Bangor Savings Bank said that her organization has seen success through the establishment of “Customer Experience Champions” in each branch and department.

article thumbnail

Improve the Customer Experience In 60 Minutes or Less

Experience Investigators by 360Connext

“It’s just so much!” It’s a refrain I hear and live every day. Executives tell me: There is usually so much we COULD do with customer experience. We want to provide more, better, faster…but in order to do that for our customers we have to change entire legacy systems, hire totally new teams, and shift budget dollars from one place to another.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Capitalize on Annual Planning to Manage Customers as Assets

Customer Bliss

Annual planning is a missed opportunity for driving customer profitability inside the corporate machine. The silos usually pick their projects and plan their budgets independent of one another. Without common accountability targets, actions will continue to be planned tactically, based on the individual annual plans of the silos. Companies need an ongoing roadmap to define where they want to make progress in customer profitability, customer loyalty, and customer experience delivery.

article thumbnail

Science Proves What Really Makes People Happy

Beyond Philosophy

Many of us would like to know the secret to lasting happiness. Everyone has ideas of course, and not a few of them involve material items. But science might prove that it doesn’t. Dr. Thomas Gilovich, a professor at Cornell University, believes that material items might provide happiness—but it doesn’t last. The problem is as soon as we have the item, we slowly get used to having it.

article thumbnail

Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

article thumbnail

Video: Engaging the Entire Company in Becoming More Customer Centric

InMoment XI

We sat down with customer experience executives from three different industries to discuss how they align their companies to foster a culture of customer centricity, from the frontline to the C-Suite. Joyce Clark Sarnacki of Bangor Savings Bank said that her organization has seen success through the establishment of “Customer Experience Champions” in each branch and department.

More Trending

article thumbnail

5 Biggest Challenges To Customer Service On Social Media

Win the Customer

Too often social interactions simply fail to live up to customer expectations. Comments, messages, and other info make a lot of noise, but fail to deliver any real value. Extending the ability to deliver customer service across social channels is a strategic opportunity that more and more organizations are turning to, but some key fundamental challenges must be overcome […].

article thumbnail

Capitalize on Annual Planning to Manage Customers as Assets

Customer Bliss

Annual planning is a missed opportunity for driving customer profitability inside the corporate machine. The silos usually pick their projects and plan their budgets independent of one another. Without common accountability targets, actions will continue to be planned tactically, based on the individual annual plans of the silos. Companies need an ongoing roadmap to define where they want to make progress in customer profitability, customer loyalty, and customer experience delivery.

article thumbnail

Video: Engaging the Entire Company in Becoming More Customer Centric

InMoment XI

We sat down with customer experience executives from three different industries to discuss how they align their companies to foster a culture of customer centricity, from the frontline to the C-Suite. Joyce Clark Sarnacki of Bangor Savings Bank said that her organization has seen success through the establishment of “Customer Experience Champions” in each branch and department.

article thumbnail

Think There’s No Such Thing as Bad Press? Think Again!

Beyond Philosophy

Jeff Bezos said, “A brand for a company is like a reputation for a person. You earn reputation by trying to do hard things well.” Amazon’s tries hard to provide an excellent experience for their Customers. By consistently doing what it takes to build an excellent Customer Experience, Amazon enjoys an excellent reputation as a brand and continues to grow in influence and strength.

article thumbnail

The 2023 Verint Experience Index: Retail

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

article thumbnail

One Company’s Inattention Is Another’s Opportunity

Customers That Stick

A few weeks ago, I stopped by a big box electronics store to make a quick purchase. I had dropped my wife at an appointment and decided to run a few errands until she was done. In this brief trip, I was reminded of how damaging it can be to ignore customers. I was shopping for a Bluetooth speaker system. I had purchased a larger set of Bluetooth speakers two years ago, as we wanted something loud enough to be used in the back yard.

article thumbnail

3 Reasons Why Customer Experience Fails

Michel Falcon Experience

Customer experience is like the pretty woman at the party. The idea of speaking with her sounds amazing, but what’s the best way to approach her?As a consultant and keynote speaker, I’ve seen first-hand that organizations want to better their customer experience and design a strategy that will support this improvement,… Read More».

article thumbnail

Strengthening the Pulse of Customer Centricity in Healthcare

Think Customers

The healthcare industry is undergoing dramatic changes, not the least of which is an increased focus among payers (healthcare insurers) and providers (physicians, hospitals, clinics, etc.) on customer centricity. Payers who historically had customers funneled to them by employers are now beginning to market to individual customers. But payers aren't the only healthcare industry participants that are blazing new trails in customer centricity.

article thumbnail

When Marketing’s Goal is to Emotionally Connect with Consumers…Content is the Once and Future King!

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. Defining the Objective(s) and Mechanics of Your Content Marketing Strategy. Content marketing continues to be on the upswing as a method of building connections and relationships with target audiences. Its goal is to drive visitors to a web site to identify, and obtain, desirable content.

article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

article thumbnail

Report: Economics of Net Promoter, 2015

Experience Matters

We just published a Temkin Group report, Economics of Net Promoter, 2015. Here’s the executive summary: Net Promoter ® Score (NPS ® ) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? We asked thousands of consumers to give an NPS to 293 companies across 20 industries, and then we examined the connection between NPS and four key areas of loyalty.

2015 102
article thumbnail

“A dirty car hurts you more than a clean car helps you.”

Heart of the Customer

I love this quote from Mark Van Wagenen, Director of Global Customer Experience at Hertz. My friend and client Lori introduced it to me, and it perfectly encapsulates one of the problems we have in customer experience: Are you trying to make your customers love you more or to hate you less? It’s not a […]. The post “A dirty car hurts you more than a clean car helps you.” appeared first on Heart of the Customer.

article thumbnail

The CRM Resurgence

Think Customers

Customer relationship management, or CRM, is having a renaissance. The promise of CRM was that it would streamline customer service, marketing, and sales efforts with a unified view of the customer, but the technology was dogged by complaints of clunky and expensive software. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

article thumbnail

Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all!

ijgolding

Doing what I do for a living, I am not easily shocked when I am exposed to unsatisfactory Customer Experiences – either my own, or those that are shared with me. This week, a good friend of mine shared a video clip that almost made me spit out the mouthful of coffee I had just supped! The video served as an extremely powerful lesson of the damage that FAILURE to deliver the experiences that customers EXPECT from a brand can do.

Hotels 97
article thumbnail

Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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

article thumbnail

New Data Show Lack of Leadership Commitment to Customer Centricity

PeopleMetrics

On your marks…. Let's start …. The CX Feud! (DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. Any resemblance to game shows real or fictitious is coincidental and rather surprising, if you ask us.). The Survey Says.

article thumbnail

Interview: Why Marketing Should be the Orchestrator of Customer Experience Design

Storyminers

photo credit to Igor Bulgarin / Shutterstock.com Managing principal at Storyminers and experience design expert, Mike Wittenstein, shares his views on how marketing can take the lead on transformational change: Marketing leaders are perfectly positioned to orchestrate their company’s customer experience-led future, but must put more emphasis on internal communications and designing a framework for […].

article thumbnail

What Do I Do With My Data?

Forrester

Part 1: Don't Use A Technology Band-Aid. While kicking off a project last October, a client showed us slide after slide of reports, architectures, and data flows. Overwhelmed by information, the client looked at us and asked - what do I do with all this data ? A plea for help I have heard on almost every engagement since. Due to this trend, I am starting a blog series answering the question from a multitude of perspectives.

B2B 103
article thumbnail

Transforming Service in the Telecom Industry: Why It’s Needed and How to Make It Happen

Up Your Service

What’s happening in the industry? Telecommunications companies used to be cash cows: massive, often government-linked monopolies that provided essential connectivity services and reliably churned out cash. But this world is rapidly changing, if not already gone. The industry is being radically disrupted by services that make use of telco’s connectivity platforms but offer higher perceived value to customers.

article thumbnail

How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

article thumbnail

4 Essential Tools for Remote Workplace Productivity

Win the Customer

Remote workplaces need the right social support systems for telecommuting employees and the correct set of productivity tools to ensure task efficiency and employee engagement. If you’ve been online enough, you’ve probably seen offers of work from home opportunities featuring beautiful looking people working on a laptop from the beach. Although technically possible, I don’t think the […].

article thumbnail

Book Review – Chief Customer Officer 2.0 – How to Build Your Customer Driven Growth Engine

ijgolding

Unless you have been living in a cave, it will not have escaped your attention that a number of organisations around the world have been introducing a new job title. In fact, they have been doing so for quite some time. Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do!

article thumbnail

10 Things Your Customers Really Want You to Know!

CSM Magazine

Delighted and loyal customers – we all want them. But first, there are a few things that your customers want you to know. Once you understand these points, they’ll be more likely to spend their money with you. Customers have a Choice, not an obligation, to do business with you. Make them happy they chose you to spend their money with. Be nice.

article thumbnail

A man without a smiling face must not open a shop.

Myra Golden

A man without a smiling face must not open a shop. –Chinese proverb. I took the day off yesterday. My family and I joined my parents at a WNBA game. Our team, the Tulsa Shock , won convincingly. After the game we walked over to a flatbread café and had a delicious lunch. While sitting in the restaurant I spotted a familiar cupcake bakery. I’d been to this bakery in Oklahoma City a few times.

article thumbnail

The Open CCaaS Advantage Report

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.