Experience Investigators by 360Connext
DECEMBER 1, 2016
Hawaiians have a reputation for delivering stellar customer service. They seem to always maintain a genuinely warm and friendly manner when dealing with their clients, making it virtually impossible to feel dissatisfied even after experiencing some sort of service failure. The secret may be that they have a sunny outlook on life that comes from living […].
Customer Bliss
NOVEMBER 30, 2016
Guest Post by Thomas A. Stewart and Patricia O’Connell, authors of Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight. SURPRISE AND DELIGHT. “Surprise and delight” has become a mantra for customer experience. We say forget about surprising customers – just delight them. We know that’s counterintuitive. Indeed, Wikipedia’s definition of customer delight is “surprising a customer by exceeding his or her expectations and thus creating a positive emotional reaction.
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InMoment XI
NOVEMBER 29, 2016
I wish I could take a poll right now to get your first reaction to this question and ask you what you perceive “own” to be… This is a very fundamental topic of today’s customer experience measurement world, and it is an interesting debate topic among many CX professionals and researchers. In fact, I have.
Alida
DECEMBER 1, 2016
If banks weren’t already feeling the pressure from financial technology (fintech) startups, they should be now: Fintech companies are officially mainstream. A report conducted by the tech company LinkedIn, the advisory firm Capgemini and the non-profit Efma found that half of banking customers around the world now use at least one product or service from a fintech firm.
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Beyond Philosophy
NOVEMBER 30, 2016
Whenever I rent a car, I dread the moment when the agent asks if I want collision damage waiver insurance. I don’t want it, but the way the question is asked always makes me second guess myself for a moment. And then there is the confusing array of refueling options, and the half dozen clauses I have to initial on the application. By the time I’ve got the keys, I’m never entirely certain what I’ve signed up for.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
NOVEMBER 29, 2016
I wish I could take a poll right now to get your first reaction to this question and ask you what you perceive “own” to be… This is a very fundamental topic of today’s customer experience measurement world, and it is an interesting debate topic among many CX professionals and researchers. In fact, I have. View Article.
ShepHyken
NOVEMBER 30, 2016
Jim Collins, author of the bestselling business book, Good to Great said, “Good is the enemy of great.”. A twist on this excellent concept is that, “Good is the foundation of exceptional.”. A good customer service experience is doing what you are supposed to do. That’s expected. In other words, it meets basic expectations. It’s satisfactory. It’s just good.
GetFeedback
NOVEMBER 30, 2016
Consumers can always find a brand that delivers the same thing—just cheaper and faster. Here are 4 strategies to boost brand loyalty and customer retention.
Customer Bliss
DECEMBER 1, 2016
It’s been a busy 2016. Here we are, finally, at the last month of the year. I know most of you have already started 2017 strategy planning (or finished it), but I wanted to put together a bunch of customer experience improvement program assets in one place. You can clip and save this post to review during the holidays and get ready for 2017. It’s a series of competencies I’ve worked on over my career and within the past year.
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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
Steve DiGioia
NOVEMBER 28, 2016
This original article was written by Steve DiGioia. There’s a reason why Apple is a leader in not only technology but customer service too. They actually provide the vehicle(s) needed to service their customers’ needs. It’s not based on what Apple wants but on what their customers’ need. Here’s how I found out. I purchased a new iPhone 6 Plus on the Wednesday before Thanksgiving.
ShepHyken
NOVEMBER 29, 2016
Nate Spears on Providing Exceptional Customer Service. in the Digital Age. Shep speaks with customer service evangelist and Chief Operations Officer and Co-Founder of ClearSource, Nate Spears, about providing exceptional customer service. Nate defines the meaning of an exceptional customer experience and explains how it’s not as hard as you think to go above and beyond for your customers.
Michelli Experience
NOVEMBER 30, 2016
Political pundits recently have been opining about the likely legacy of various global political leaders including Fidel Castro and President Barack Obama. Certainly, the word legacy seems fitting for leaders who play on the world stage, but what about the rest of us – ordinary people trying to lead our families, communities, and businesses? Is the concept of legacy relevant to us?
PeopleMetrics
DECEMBER 2, 2016
Studying the Customer Experience feedback for companies that utilize a field service delivery model reveals some interesting insights. The most interesting of which is the importance of the field engineer. The impact of their performance comes not only from their technical ability to perform the install or repair task, but also their ability to interact with clients.
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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CSM Magazine
NOVEMBER 30, 2016
Due to the rapidly changing world in which we live, customer expectations continue to shift dramatically. Much of this change is being driven by the pervasiveness of technology, especially social media. The following are some of the trends in customer service expectations that I have identified by talking to workshop attendees, customers, friends, and conducting a survey of available research and publications. 24/7/365 mentality.
ShepHyken
NOVEMBER 28, 2016
Each week I read a number of customer service articles from various online 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. Five Ways Artificial Intelligence is Changing the Customer Experience by Titir Pal. (TechZone360) AI is also transforming the way companies interact with customers.
AskNicely
NOVEMBER 29, 2016
This story starts with a whinge – which breaks the first rule of marketing – but people keep asking me we started AskNicely, and frankly, it was because I was steamed up about something… I’ve always flown a lot for work. On my favorite airline, and I’m a patriotic points collector. High status is an addiction – everything runs smoother; no check-in lines, priority for security, a lounge with power points and little sandwiches ….
Eptica
DECEMBER 2, 2016
Date: Friday, December 2, 2016 Which retailers will thrive this Christmas and beyond? Published on: December 02, 2016. Author: Pauline Ashenden We’re now well into the holiday shopping season , with Black Friday and Cyber Monday behind us but plenty of shopping days to go before Christmas itself. The trading picture so far this year has been mixed, and for many retailers this time of year is make or break time.
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
Heart of the Customer
DECEMBER 2, 2016
I recently participated in a round table sponsored by Barclaycard Business discussing the importance to e-commerce businesses to plan and understand their customer journeys. You can read more about the round table here. We discussed numerous topics. But one we agreed upon was the need to simplify the experience. Customers aren’t willing to figure out […].
ShepHyken
DECEMBER 2, 2016
This week on our Friends on Friday guest blog post my colleagues, Thomas A. Stewart and Patricia O’Connell, write about how to manage customer emotions and ensure that employees know how to be empathetic. Customers are smarter than ever and we must know how to create a positive experience. – Shep Hyken . When you check into a hotel on a business trip–at the end of a day of meetings or a less than relaxing flight–how do you feel?
Experience Matters
DECEMBER 2, 2016
In our latest Employee Engagement Benchmark, we found that only 26% of U.S. employees are highly engaged. How do we measure employee engagement? Several years ago, we examined the attitudes that drive engagement levels of employees. Our goal was to identify a small group of key drivers and create a simple measurement for employee engagement. […].
Eptica
NOVEMBER 30, 2016
Date: Wednesday, November 30, 2016 The push for mobile customer service. Published on: November 30, 2016. Author: Gokcen Onur The rise of the smartphone has transformed how people interact with each other, brands and the world around them. Rather than being tied to a PC or landline phone, smartphones empower users by putting a computer in their pocket, ready to use anywhere and anytime.
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Clarabridge
NOVEMBER 30, 2016
CX professionals stay busy. Managing the customer experience means mapping the customer journey , listening to feedback, analyzing data, acting on insights, and reporting on results. That leaves precious little time for anything else. It’s easy to ignore anything that isn’t directly related to your program. But there are 3 elements of customer experience that are often overlooked, and that make a big impact on how your customers see you.
Kate Nasser
NOVEMBER 29, 2016
Discover customer experience greatness not in the depths of complex strategy. Find it in moments of attitude & detail. Insights from Kate Nasser, The People Skills Coach™. The post Discover Customer Experience Moments & Details | #cx appeared first on KateNasser.com.
Experience Matters
DECEMBER 2, 2016
In our latest Employee Engagement Benchmark, we found that only 26% of U.S. employees are highly engaged. How do we measure employee engagement? Several years ago, we examined the attitudes that drive engagement levels of employees. Our goal was to identify a small group of key drivers and create a simple measurement for employee engagement. […].
AskNicely
NOVEMBER 29, 2016
This story starts with a whinge – which breaks the first rule of marketing – but people keep asking me why we started AskNicely, and frankly, it was because I was steamed up about something… I’ve always flown a lot for work. On my favorite airline, and I’m a patriotic points collector. High status is an addiction – everything runs smoother; no check-in lines, priority for security, a lounge with power points and little sandwiches ….
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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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