InMoment XI
JUNE 1, 2015
Lessons for engaging customer feedback programs from an international flight I recently traveled from India to the United States on Lufthansa Airlines with my dog Zuri. She was going to be alone for almost 24 hours, traveling in the cargo hold. I had a sinking feeling when I kissed her goodbye before our journey.
Experience Investigators by 360Connext
JUNE 3, 2015
Ask any group of customers what they liked about any recent customer experience, and they typically mention the same thing. Although they aren’t things… It’s always about the people. Rachel McCarthy, Vice President of In-Flight Experience for Jet Blue , said during her talk at Next Generation Customer Experience in San Diego that the customer comments often included someone’s name specifically.
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Customer Bliss
JUNE 4, 2015
One of the hardest skills is for the company to learn how to work cross-functionally. Silos need to make cross-functional collaboration a part of all they do to ensure that the handoffs across the organization are executed for optimum customer interactions. This will seem to slow people down. They will feel frustrated that they can’t own the entire job as they did in the past.
Customers That Stick
JUNE 3, 2015
Now that Be Your Customer’s Hero is on bookstore shelves and being used by frontline customer service professionals across the country (and the world!) to help them deliver Hero-Class® customer experiences, I wanted to take a moment to publicly thank some important friends and colleagues who played a part in HERO. Many of those listed below were listed in the acknowledgements section of Be Your Customer’s Hero , but so much of the work surrounding a book happens after publication tha
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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
JUNE 3, 2015
If you know the name Chuck Jones you’ll also know that he was one of the most gifted cartoonists of all time giving us such enduring characters as Bugs Bunny, Daffy Duck, Elmer Fudd, and my personal favorite – the Grinch (with his good friend Theodor Geisel aka Dr. Seuss). While in San Diego a few.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customer Bliss
JUNE 4, 2015
One of the hardest skills is for the company to learn how to work cross-functionally. Silos need to make cross-functional collaboration a part of all they do to ensure that the handoffs across the organization are executed for optimum customer interactions. This will seem to slow people down. They will feel frustrated that they can’t own the entire job as they did in the past.
Win the Customer
JUNE 1, 2015
Showing real value to customers, as opposed to gimmicks or short-term value, is one of the greatest ways to win customers and change your business for the better. Getting the right customers for your business depends on how well you can attract and retain your key demographics. Every business has a “sweet spot” – a […].
InMoment XI
JUNE 3, 2015
CX Café Video Series The company your grandparents or parents worked for probably did not have a specific team dedicated to customer experience improvement. The emergence of customer experience teams and programs is largely a 21st-century phenomenon. But today, in 2015, well into the “Age the Customer,” it’s safe to say that this trend shows no.
Experience Investigators by 360Connext
JUNE 1, 2015
What are your company’s core values? It seems like a simple question. And though most of us have a solid vision of what kind of experience we want to deliver , many of us would need to think about core values for a few minutes before answering. Here’s a tougher question: How would your employees answer the SAME question? Could they? According to a poll by Gallup , only 41% of employees even know what their company’s core values are.
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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
Customer Bliss
JUNE 2, 2015
To prevent customer experience breakdown, you need an enterprise view of what is being delivered and a way to bring the pieces together in the development and execution of the customer experience. If you find you’re constantly fixing customer issues, you need to ensure you’re fixing the company at the same time you’re fixing the customer issues. Take a few minutes to assess your current performance in these categories: Closed Loop on Any Customer Issues?
PeopleMetrics
MAY 30, 2015
The mechanisms of business can be overwhelming. Even the simplest problems can splinter into energy-sapping challenges—rife with internal hurdles like politics, communication problems, or lack of support. In customer experience management , those challenges can threaten how we relate to customers as people. In our embrace of data points—armed with our head-down, hurdle-jumping mindset—we can turn our noble cause into an awful lot of work.
InMoment XI
JUNE 3, 2015
If you know the name Chuck Jones you’ll also know that he was one of the most gifted cartoonists of all time giving us such enduring characters as Bugs Bunny, Daffy Duck, Elmer Fudd, and my personal favorite – the Grinch (with his good friend Theodor Geisel aka Dr. Seuss). While in San Diego a few. View Article.
Heart of the Customer
JUNE 4, 2015
Two years ago I posted Customer Journey Map – the Top 10 Requirements. Since then, it’s been viewed over 60,000 times at this site, as well as many times on other sites. After a little more than two years I decided to revisit it. While the core philosophy remains consistent, we’ve made a few small tweaks […]. The post Customer Journey Maps – the Top 10 Requirements (Revisited) appeared first on Heart of the Customer.
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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Beyond Philosophy
JUNE 2, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. This 90 year old, family-run chain might be the best supermarket retailer in the world, and maybe the best company overall.
Experience Matters
JUNE 4, 2015
Comcast recently announced that it will add more than 5,500 customer service jobs as part of a “customer experience transformation” effort. That’s not the answer to its customer experience woes. Comcast provides terrible customer experience. While I’m pretty sure that most people reading this post are nodding in agreement based on their personal, anecdotal experiences, we actually have data that shows that the company is truly awful.
InMoment XI
JUNE 3, 2015
CX Café Video Series The company your grandparents or parents worked for probably did not have a specific team dedicated to customer experience improvement. The emergence of customer experience teams and programs is largely a 21st-century phenomenon. But today, in 2015, well into the “Age the Customer,” it’s safe to say that this trend shows no.
Ian Williams
MAY 31, 2015
The customer experience ‘movement’ began in earnest around 15 years ago, with the first books on the subject being published shortly after the turn of the millennium. This is not to say that many of the various aspects of business associated with customer experience, such as loyalty and retention, were not already being practiced. These disciplines were, and in most cases still are, considered to be the remit of marketing departments.
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
Michel Falcon Experience
JUNE 3, 2015
Does your company consider customer service, with all that it entails, a cost centre?If your call centre or customer service team is costing you money, you’re doing it wrong! If you’re doing it right, then your call centre or customer service employees should be earning you a profit. A couple of… Read More». The post Why Customer Service Employees Must Play Both Defense and Offense appeared first on Michel Falcon Customer and Employee Experience Expert.
Experience Matters
JUNE 1, 2015
We just published a Temkin Group report, Activating Middle Managers to Drive CX Change. Here’s the executive summary: It’s hard to get any group of employees to change their behavior when their managers are still reinforcing old processes, measurements, and beliefs. Middle managers show up in organizations under a variety of titles, but regardless of the descriptor, they are the ones who execute plans, lead teams, and direct collective efforts to produce results.
InMoment XI
JUNE 3, 2015
If you know the name Chuck Jones you’ll also know that he was one of the most gifted cartoonists of all time giving us such enduring characters as Bugs Bunny, Daffy Duck, Elmer Fudd, and my personal favorite – the Grinch (with his good friend Theodor Geisel aka Dr. Seuss). While in San Diego a few.
Win the Customer
MAY 30, 2015
A logo is the face of your company and is at the front line of your customer experience. From the font size to color choice, your logo says a lot about your brand. Logos help to let customers within your target market identify your business from your competitors. But throwing together a logo for the […].
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Beyond Philosophy
JUNE 1, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. A recent Forbes article by McKinsey (“Making Loyalty Pay: Six Lessons From The Innovators”), showed that, based on the consulting organization’s recent study, loyalty program participation has steadily increased over the past five years (a 10% annual rate of growth), with the average household now having almost 25 memberships ( [link] ) For all of that growing popularity, there are huge questions for marketers
Think Customers
JUNE 2, 2015
It's pretty easy to see how pervasive the use of mobile devices has become with consumers. People are tethered to their smartphones just about everywhere - at work, at home, at ballgames, shopping malls, airports, and cafes. As of January 2014, consumers now spend more time on their mobile devices for Internet usage than on desktop PCs, according to comScore.
InMoment XI
JUNE 3, 2015
CX Café Video Series The company your grandparents or parents worked for probably did not have a specific team dedicated to customer experience improvement. The emergence of customer experience teams and programs is largely a 21st-century phenomenon. But today, in 2015, well into the “Age the Customer,” it’s safe to say that this trend shows no.
Myra Golden
JUNE 1, 2015
Myra Golden’s Customer Service Video Library. Top 6 Ways to Get An Angry Customer to Back Down. The Psychology of Customer Anger. How to Resolve Complaints without Giving Away the Farm. Verbal Aikido. Listening Using Stephen Covey’s 5th Habit. Customer Service: The Issue is Not the Issue. When it comes to problems customer experience, what upsets customers is usually how the company responds to the problem – not the problem itself.
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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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