InMoment XI
DECEMBER 22, 2016
As a frequent user of Uber, I have been impressed with their gathering of customer feedback. What I find most admirable about the Uber rating system is the simplicity of the survey, riders seeing how their feedback is used, and mutual evaluations. Uber recognizes that the best customer experiences require respectful interaction between both the.
Customer Bliss
DECEMBER 22, 2016
This post originally appeared on the CCO 2017 website. In today’s dynamic business environment, the one thing that should be of constant importance is the value of the customer as the lifeline of any organisation. Although many executives and business leaders are likely to agree with this notion, very few have successfully harnessed this belief and elevated the strategic importance of the customer’s needs to great effect.
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Alida
DECEMBER 22, 2016
For business leaders, the new year is often a time to reflect on the biggest business trends shaping the corporate world. It’s a time to reset, as well as look forward. There isn’t a shortage of predictions on what the next year will bring, and spotting the business trends that truly matter can be difficult. To help you separate the short-term fads from the disruptive trends, we’ve done the work for you.
Beyond Philosophy
DECEMBER 19, 2016
On Black Friday, American retailers kicked off the holiday shopping season by opening their doors in the middle of the night, offering steep discounts, and giving away 100 percent of the money they took in. Wait – what was that last one? This year, outdoor clothing retailer Patagonia announced that it would give 100 percent of its Black Friday retail and online sales to grassroots environmental organizations.
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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
DECEMBER 22, 2016
As a frequent user of Uber, I have been impressed with their gathering of customer feedback. What I find most admirable about the Uber rating system is the simplicity of the survey, riders seeing how their feedback is used, and mutual evaluations. Uber recognizes that the best customer experiences require respectful interaction between both the. View Article.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CustomerGauge
DECEMBER 22, 2016
The “Internet of Things” (IoT) is easily the biggest buzzword in the tech sphere to break out into the mainstream in 2016. Just check out the search volume in that Google Trends data! We’ve seen smart home devices, one-button product purchases, and even the prospect of an employee-less supermarket (Amazon, take a bow). Rather than questioning whether […].
Beyond Philosophy
DECEMBER 22, 2016
What happens when you take the people out of an experience that was traditionally a human-based interaction? Does it make it better or worse? And what does this mean to the future of Customer Experience? Amazon and Uber might soon have answers for us on these questions. Amazon and Uber have been making headlines by eliminating the humans from areas of the Customer Experience where a person is usually involved.
ShepHyken
DECEMBER 21, 2016
The holiday season is almost over. Christmas and Chanukah overlap and are just a few days away. Kwanzaa starts the day after Christmas. And, for those who enjoy Seinfeld humor, Festivus , the “airing of grievances and feats of strength” is on December 23. (And by the way, if you haven’t seen the hilarious Seinfeld episode with the holiday dinner at George’s home, put it on your must-see list.
Kayako
DECEMBER 22, 2016
The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’. It’s confusing! Some businesses have rejected the term ‘customer service’ – in a bid to modernize an existing department – in favor of ‘customer support’ which sounds contemporary or even call it ‘customer success’.
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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
Experience Matters
DECEMBER 22, 2016
If you’re thinking about improving your organization’s customer experience next year (and why wouldn’t you be?!?), then I hope you are also thinking about some changes in your organization’s culture. As I’ve said many, many times, your customer experience is a reflection of your culture and operating processes. It’s your culture that will sustain any improvements that […].
Up Your Service
DECEMBER 21, 2016
Watch Ron Kaufman speak about overcoming these five roadblocks (6 minutes). Leaders often make mistakes when building a service culture throughout an organization. It’s not an easy task. To develop a culture that demonstrates true service leadership in your field, you must avoid these five common mistakes: 1. The frontline lacks top-down support. Often when organizations seek to improve their service performance, they rush to train employees on the front line.
ShepHyken
DECEMBER 20, 2016
Scott Friedman Discusses the Power of Surprise in Creating Customer Engagement. Would you like to learn how your organization can stand out, create customer experiences and use celebration as a strategic tool? Shep Hyken speaks with Scott Friedman, Certified Speaking Professional, and past president of the National Speakers Association (NSA) about his book, Celebrate!
Michelli Experience
DECEMBER 22, 2016
Over twenty-five years ago I used to speak about managing the stress of the holidays. Those speeches were loosely based on the book Unplug the Christmas Machine: A Complete Guide to Putting Love and Joy Back into the Season. In it the authors, Jo Robinson and Jean Staeheli, essentially focused on four main themes: Prioritize gift-giving to those who truly need your gifts.
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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Experience Matters
DECEMBER 22, 2016
If you’re thinking about improving your organization’s customer experience next year (and why wouldn’t you be?!?), then I hope you are also thinking about some changes in your organization’s culture. As I’ve said many, many times, your customer experience is a reflection of your culture and operating processes. It’s your culture that will sustain any improvements that […].
ijgolding
DECEMBER 19, 2016
Having been involved in the world of Customer Experience for many years, nothing should really surprise me – I have very much witnessed the good, the bad and the ugly of business behaviour. However (there is usually one of those in my posts!!), every now and then, something happens to me or someone in my network that doesn’t just surprise… it shocks.
ShepHyken
DECEMBER 23, 2016
This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares 10 lessons learned from a poor customer service experience. As Dianna says, changing any of these dynamics can help elevate your customer service. – Shep Hyken. A recent renovation in our home due to a water leak became almost a 4-month, full-time job for my husband.
Beyond Philosophy
DECEMBER 20, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). Many companies are still measuring customer sat in hopes that learning about its drivers will help build customer loyalty, but satisfaction isn’t contemporary regarding decision-making or reflective of what is going on in the customer’s rea
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
Influitive
DECEMBER 21, 2016
Making your customers feel special is necessary for building stronger relationships and increasing advocacy. And that doesn’t come just from building moments of delight into your product (although that’s important). We’re talking about taking time out of your day to make the real people behind your “logos” feel known and appreciated—which we did this holiday.
NICE inContact
DECEMBER 19, 2016
For many years I have been a practitioner of both customer experience (CX) and Six Sigma , so I can personally speak to the unmatched advantages of bringing these two disciplines together. Independently, both Six Sigma and CX are powerhouses at driving business results, and when combined correctly, they provide a strong one-two punch for your organization.
Provide Support
DECEMBER 20, 2016
How to Become an Expert in Customer Service. As a customer service manager or representative, you know first hand just how important it is to provide quality, effective customer service – especially in today’s world where social media dominates. Though these media platforms have undoubtedly played a monumental role in the changing landscape of customer service communication, customer’s wants and needs remain relatively unchanged.
Bold360
DECEMBER 22, 2016
(that I did not realize during a 3-month intensive project). Recently, I have been leading a highly sophisticated Conversational Bot project. This sophisticated bot has very robust speech analytics capabilities, yet remains very simple for the customer to maintain, enhance, and optimize, and provide full visibility for real-time insight into what people are asking.
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CX Journey
DECEMBER 21, 2016
Image courtesy of miserablespice I originally wrote today's post for Intradiem; it appeared on their blog on December 16, 2014. Two years later, it's still relevant! 'Tis the season. Santa's making his lists and checking them twice. Oh no! Your company shows up on his CX Naughty List! What did you do wrong this year? In short, a lot. There are (at least) five categories in which companies continue to fall down when it comes to the customer experience.
Eptica
DECEMBER 23, 2016
Date: Friday, December 23, 2016 The cost of ecommerce delivery problems to the customer experience. Published on: December 23, 2016. Author: Pauline Ashenden This Christmas over £24 billion will be spent online on presents and gifts. And while some of these packages will be picked up instore through Click and Collect services, the vast majority will be delivered by the post and couriers.
Experience Matters
DECEMBER 20, 2016
We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies. Here’s the executive summary: Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve […].
Heart of the Customer
DECEMBER 21, 2016
As a B2B company, you have a great opportunity to see the big picture that is hidden from your clients. By serving multiple clients, you can see something they can’t – and that they most definitely need to know. Your clients use your products and services in a vacuum. They probably have a good idea […]. The post Help your B2B clients, help yourself appeared first on Heart of the Customer.
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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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