Beyond Philosophy
OCTOBER 25, 2018
Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? What aspects of the experience should you focus your efforts to improve?
GetFeedback
OCTOBER 22, 2018
When it comes to measuring the probability for a customer to return to a brand and make new purchases, many businesses rely on the typical customer satisfaction (CSAT) survey question: “How satisfied were you with your experience today?”. While it may seem that this question will determine customer retention , research on customer feedback tells a different story.
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CloudCherry
OCTOBER 25, 2018
On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? The discussion was so valuable to those in attendance, I wanted to take the time to crystallize some of our thoughts to share them further so more of the CloudCherry audience could benefit from their insights.
CX Accelerator
OCTOBER 25, 2018
What a fantastic couple of days at the Arizona Biltmore. Despite a general soreness from impromptu desert hiking in the picture above, as well as a beard full of whipped topping from the “Wild West Olympics”, it was a remarkable event. Naturally, Customer Experience and AI were on the tip of everyone’s tongue. There is no doubt that the contact center industry is poised for massive changes.
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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.
Customer Bliss
OCTOBER 25, 2018
In my recent Daily Dose video, I talk about the importance of letting your purpose unite your company and share two case studies regarding companies that embody their values. In this podcast, I’m expounding on this concept and revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation led by a specific purpose and mission that enhances the overall experience. .
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Cyara
OCTOBER 26, 2018
This is the second of a two-part interview with Dr. Nicole Forsgren, CEO and chief scientist at DevOps Research and Assessment (DORA). In the first post we dove into some insights from her latest report: Accelerate: State of DevOps. And in this post we follow up with a discussion of the importance of Agile and DevOps methodologies to customer experience.
CX Journey
OCTOBER 24, 2018
Image courtesy of Pixabay Today I'm pleased to share another guest post by Lexie Lu of Design Roast. If you want customers to return to your site, you have to create an amazing customer experience (CX). People tend to remember how your site makes them feel over the specific elements of the site. Everything from the overall design of the pages to customer service to overall functionality plays into CX.
ShepHyken
OCTOBER 26, 2018
This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What company or organization comes to mind? What about the service experience was extraordinary?
Customer Enthusiast
OCTOBER 26, 2018
Last week I had the privilege of traveling to Philadelphia to visit the newly-opened Comcast Technology Center where I was joined by a cast of customer experience (CX) influencers: Jay Baer , Chip Bell , Jeanne Bliss , Joey Coleman , John Dijulius , Matt Dixon , Moira Dorsey , Shep Hyken , Scott McKain , Adam Toporek , Bill Quiseng , and Jeannie Walters.
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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
Oracle
OCTOBER 22, 2018
The following post includes excerpts from Jeanne’s new book: Would You Do That To Your Mother. Professor and Nobel Prize winner Daniel Kahneman is considered the “memory guru” by many. His writing and research have clarified the importance of memory and why it elevates companies and their people when they embrace memory creation as pivotal.
C3Centricity
OCTOBER 22, 2018
If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry name and well healthcare’s reputation is not that great. But think again. I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere!
ShepHyken
OCTOBER 24, 2018
I had the wonderful opportunity to interview Sam Stern , a principal analyst at Forrester Research for my Amazing Business Radio show. One of the ideas we discussed was Daniel Kahneman’s Peak-end rule. The short version of this concept, applied to customer interactions, is that customers judge their experience on how they felt at its peak and at its end.
Second to None
OCTOBER 23, 2018
Pizza has become one of the fastest growing segments in the food market in recent history. In 2017, 954 pizza chain establishments opened in North America in addition to the already saturated market.[1] Beyond a great tasting pie, price, convenience and sheer-availability are the major factors that push consumers towards these restaurants. With the onslaught of fast-casual, point-and-pick pizza chains like Blaze Pizza and MOD Pizza disrupting the homeostasis of the industry, it is important that
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
OCTOBER 24, 2018
I’m thrilled to announce that Temkin Group has been acquired by Qualtrics. Together, our goal is to create the world’s premiere center of excellence for all things experience management (XM). This new center––the Qualtrics XM Institute––brings together the industry’s foremost thought leaders to help shape the future of experience management, establish and publish best-practices, drive product innovation, and enable certification and training programs that further build a community of XM professi
ReviewTrackers
OCTOBER 24, 2018
Chances are that your listing isn’t the only one that suffers from Google reviews not showing up. There isn’t one solution to this issue. However, we managed to find some solutions that could explain the sudden disappearance of a few Google reviews. Google My Business Listing Issues. There are a few scenarios that point to problems within a Google My Business (GMB) listing as that leads to a Google review not showing up.
ShepHyken
OCTOBER 23, 2018
It’s All About CEX. Building a Community of Champions. Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.
One Millimeter Mindset
OCTOBER 24, 2018
Does our organization engage in a couch potato storytelling culture? We know the plot. A client has a problem. They are in crisis and call our company. Our company solves the client’s problem. And everyone lives happily ever-after. And returns to their couches. End of story. Yes, solving big hairy problems for clients certainly is both dramatic and impressive.
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
RapportBoost
OCTOBER 20, 2018
– Event, hosted by Customer Service Experience and sponsored by Mitel, designed to demonstrate the vision and leadership of Jenny Craig’s corporate contact center and how live chat innovation drives financial and cultural success at one of nation’s most respected health, wellness brands – Tony Medrano, CEO of RapportBoost , the leading provider of augmented intelligence solutions to contact centers using live chat for conversational selling , along with Heidi Rote, Director of the
Call Center Pros
OCTOBER 22, 2018
Everyone who works in customer service has been found in the cumbersome task of having to say no to a customer occasionally. There are situations where we can’t avoid this difficult task. Either because we do not provide exactly the service that the client needs, because we do not have the operational capacity at that moment or simply because it is not the type of client we would like to work with, it is essential to do it in the right way.
ReviewTrackers
OCTOBER 24, 2018
Chances are that your listing isn’t the only one that suffers from Google reviews not showing up. There isn’t one solution to this issue. However, we managed to find some solutions that could explain the sudden disappearance of a few Google reviews. Google My Business Listing Issues. There are a few scenarios that point to problems within a Google My Business (GMB) listing as that leads to a Google review not showing up.
One Millimeter Mindset
OCTOBER 22, 2018
Customer disloyalty happens. When we fail to meet customer requirements after we initially attract and win their business. When customers become disenchanted, their loyalty is jeopardized. The next step is customer defection. Far too often, businesses of all sizes leave the customer’s loyalty in the hands of front-line employees. These gallant individuals deal with disgruntled – perhaps even irate – customers, attempting to calm things down.
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AskNicely
OCTOBER 25, 2018
Turning NPS Promoters Into Proactive Advocates. Dear Abby, How can I leverage my NPS Promoters and their feedback for referrals and growth? Last time we talked about what do with your detractors, but more and more customers have been asking for a strategy around what to do with their NPS promoters. Look no further! Here are 4 ideas about how to get your promoters to become proactive.
Gainsight
OCTOBER 22, 2018
If you take a look at my LinkedIn page (and scroll way, way down), you’ll see exactly where my career took a left turn. (No, not Chipshot.com—you scrolled too far!). I started my professional career as a product manager. Well, I tried to start my career by doing a Master’s in Computer Science in college, which taught me I wasn’t smart enough to be a developer, but maybe I could hang with them.
Beyond Philosophy
OCTOBER 26, 2018
Some people spend a great deal on money on expensive products just so they can be seen using them. Other people buy very cheap items. Both of these groups could be ‘consuming conspicuously’ What does this mean and how can you use this to move your customer experience to the next level? Colin will reveal how you can benchmark your organizational performance against other companies to determine how you are doing in the new world of behavioural economics and customer experience.
Amity
OCTOBER 22, 2018
The lull after a successful onboarding. Quite correctly, many companies place a lot of emphasis on performing a timely and smooth onboarding. Getting the client set up correctly and ready to use your platform as soon as possible and ensuring they see time-to-value quickly is hugely important. For some platforms, onboarding can be quite a technical affair taking months to complete.
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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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