Experience Investigators by 360Connext
JANUARY 8, 2018
Customer experience repair and improvement can be completely overwhelming! There are so many areas to tackle. Those surveys don’t develop and send themselves. Then you simply must understand the journey by undertaking a robust customer journey mapping process. And of course, don’t forget to educate the executives and employees throughout your organization!
InMoment XI
JANUARY 9, 2018
At MaritzCX we focus on helping organizations understand and improve their customers’ experiences through our sophisticated technology platform and our research expertise. We help our clients learn and understand their customers better so they can take the appropriate actions to improve their experiences—while being able to make better, more-informed business decisions.
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Customer Bliss
JANUARY 11, 2018
As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. According to an AdAge article from 2016, this position has been on the rise since the early 2000s – and as of 2014, nearly a quarter of Fortune 100 companies had a CCO (or something akin to it).
Beyond Philosophy
JANUARY 10, 2018
Popular belief has long held that oldest children are responsible, high achievers. And recent social science research indicates that this trait extends to their careers. As explained in this National Public Radio report , firstborn children have the benefit of their parents’ undivided attention early in life, and that advantage can influence their development.
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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.
Lumoa
JANUARY 9, 2018
Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customer Bliss
JANUARY 12, 2018
Overview. How do you transform customer experience within the postal service – an industry that affects the whole nation? In this episode, Christine Corbett , a hybrid CCO of Australia Post , shares how she’s using her background in operations and communications to unite the organization and reinvent the Australia Post customer and employee experience.
Beyond Philosophy
JANUARY 8, 2018
I am apprehensive about my industry. Having worked in Customer Experience since 2002, I may be too much of a purist. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome. My concerns only grow as we roll into 2018.
InMoment XI
JANUARY 9, 2018
At MaritzCX we focus on helping organizations understand and improve their customers’ experiences through our sophisticated technology platform and our research expertise. We help our clients learn and understand their customers better so they can take the appropriate actions to improve their experiences—while being able to make better, more-informed business decisions.
Comm100
JANUARY 9, 2018
Running a successful business requires more than just a great product — it also means that you need to please your customers and ensure their satisfaction. However, knowing whether or not you are delivering service that meets their expectations can be difficult if you don’t reach out to them. Many businesses assume they know what their customers want, when those assumptions can be very different from their customer’s experiences.
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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
JANUARY 12, 2018
This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. This is a great list and one you should pay attention too. – Shep Hyken. The problem is never how to get new ideas into your mind, but how to eliminate the old ideas. Customer service designs that are remarkable get talked about.
Heart of the Customer
JANUARY 10, 2018
I fired Comcast for their customer experience – but not for the reasons you might think. Comcast is the poster boy for poor customer experience. Most of these complaints have to do with negative touch points, such as reps who change customers’ names to insults or loyalty reps who won’t let a customer cancel. Customer service or experience ratings firms, such as the […].
ClearAction
JANUARY 10, 2018
What is Customer Centricity DNA? Lynn Hunsaker. What is customer-centricity DNA? Can you develop it, or must your business be “born” with it? DNA means “the fundamental and distinctive characteristics or qualities of someone or something, especially when regarded as unchangeable”. And centricity means “being situated at the center; a position of central prominence or importance”.
eglobalis
JANUARY 7, 2018
Customer Experience The Pillars of seamless “ IOT ” transformation into better servitization, customer experience and living experiences - Where Services, Digital & Physical Products Meets #CX #IOT. The post The Pillars of seamless “IOT” transformation into better servitization customer experience and living experiences appeared first on Eglobalis.
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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ShepHyken
JANUARY 8, 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. Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. (Retail Customer Experience) As the new year arrives, it’s a great time to look ahead at what’s to come from those in the trenches.
UJET
JANUARY 11, 2018
Customer experience is one of the largest competitive advantages for businesses today. With tons of knowledge and great minds to learn from, choosing where to focus your time can be a daunting task. But we have some good news: we’ve put together a list of five CX blogs you can follow to kick off the new year with great content delivered right to your inbox.
QuestionPro Audience
JANUARY 10, 2018
Market research is a valuable tool, and one that the smartest companies invest in. Companies like Lego, McDonald’s and Apple have been utilizing market research (MR) for years, and dominate their respective markets. But MR is not just for big companies with even bigger budgets; with today’s technology, every company has the ability to conduct research.
ServiceDock
JANUARY 10, 2018
You know customer feedback is essential to running your retail chain, restaurant group or similar multi-location business. You want to be able to benchmark outlet performance and determine why one outlet is performing better or worse than others. You know that once a customer has left the premises dissatisfied, the chances of them returning are slim to none.
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
ShepHyken
JANUARY 9, 2018
Doing the Opposite of Normal Can Lead to Better Customer Service. Shep Hyken Interviews Jesse Cole, Author of Find Your Yellow Tux. Do your “fans” come first? When customers come first, success follows. . . ? <span style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” data-mce-type=”bookmark” class=”mce_SELRES_start”>?
ClearAction
JANUARY 10, 2018
What is Customer Centricity DNA? Lynn Hunsaker. What is customer-centricity DNA? Can you develop it, or must your business be “born” with it? DNA means “the fundamental and distinctive characteristics or qualities of someone or something, especially when regarded as unchangeable”. And centricity means “being situated at the center; a position of central prominence or importance”.
Beyond Philosophy
JANUARY 10, 2018
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Most organizations do not fully understand, or leverage, the key linkages between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.
Provide Support
JANUARY 10, 2018
3d rendering android robot thinking in office. Happy Holidays! As the new year dawns, many of us take the time to reflect on the milestones achieved in the past, and also look ahead to what the future has in store. How many changes will 2018 bring about for those in customer service? What innovations and technologies will be transforming the world and shaping its future?
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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,
Up Your Service
JANUARY 7, 2018
The 12 Building Blocks of Service Culture shape the environment, experience, and enthusiasm of your team. Working with UP! Your Service, we help you assess your current activities, select areas for improvement, and develop a plan to deliver early quick-wins and longer-term sustainable results. 1. Common Service Language. Widely understood and frequently used throughout the organization, a Common Service Language enables clear communication and supports the delivery of superior internal and exter
ReviewTrackers
JANUARY 10, 2018
In one review about Apple, an interviewee was asked about finite element analysis and strength materials in the first round. No personality questions were asked. In a second review, an interviewee felt disrespect from the employees during a group interview. In a third review, an interviewee writes that Apple is very secretive about the interview process.
ijgolding
JANUARY 12, 2018
If you happen to live in the UK and regularly have to rely on public transport to commute to and from work, the heralding of a brand spanking new year is unlikely to have filled you with much joy – from the commuting perspective that is. Travelling to and from work can rarely be described as an experience we look forward to – whatever part of the world you come from.
Experience Matters
JANUARY 10, 2018
In a recent post, I showed the correlation between customer experience and consumers’ likelihood to repurchase. Since that post was so popular, I decided to once again tap into our survey of 10,000 U.S. consumers to analyze the relationship between CX (Temkin Experience Ratings) and likelihood to recommend. To determine likelihood to recommend, we asked consumer how likely they were to recommend the company to friends and family.
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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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