InMoment XI
DECEMBER 10, 2015
You know it when you run into them. Organizations that just get it when it comes to customer experience. You see it in the little things. The attention to detail. The focus. But most of all, you see it in the people. The people who work for these organizations unequivocally believe in their brand. They. View Article.
Experience Investigators by 360Connext
DECEMBER 10, 2015
It was a privilege to present at the recent Next Generation Patient Experience conference. I had never attended a conference solely focused on healthcare, so I learned a lot about what innovative healthcare systems are doing to improve the patient experience. There are definite best practices, but there are still a lot of unknowns. Healthcare […].
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Beyond Philosophy
DECEMBER 10, 2015
People don’t choose your product or service because of the experience they had; they choose it because of the experience they remember—and these two are not the same thing! Creating a great memory of your experience in your Customer’s mind is critical to creating Customer Loyalty. Consider this quote from Professor Daniel Kahneman, the Nobel Prize Winning Economist: “There is a big difference between an experience and the memory of an experience.”.
Joe Rawlinson
DECEMBER 10, 2015
Sixty-one percent of marketers planned to increase their spending on email this year, making email a higher priority than social media, mobile marketing or any other channel, StrongView’s 2015 Marketing Trends Survey found. Marketers are focusing on automated email marketing methods, especially email triggered by recipient actions and emails geared toward stages in the customer lifecycle.
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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 10, 2015
You know it when you run into them. Organizations that just get it when it comes to customer experience. You see it in the little things. The attention to detail. The focus. But most of all, you see it in the people. The people who work for these organizations unequivocally believe in their brand. They.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
DECEMBER 8, 2015
Creativity is essential to business today, particularly when the things that differentiate all of us from our competition decrease each year. A creative approach to business, to art, and to life will serve any individual well moving forward. I have written five books to date and will soon deliver number six. It occurred to me that I have learned a few things writing these books.
Think Customers
DECEMBER 8, 2015
As we race towards 2016 and the U.S. labor market continues to gain strength, industry observers are forecasting an upsurge among employees who jump ship from their workplaces. Strictly from a compensation standpoint, an increase in employee turnover is understandable. According to Mercer, Towers Watson, and other human resources firms, salary increases for employees are expected to rise 3.0 percent or less next year.
InMoment XI
DECEMBER 10, 2015
You know it when you run into them. Organizations that just get it when it comes to customer experience. You see it in the little things. The attention to detail. The focus. But most of all, you see it in the people. The people who work for these organizations unequivocally believe in their brand. They.
PeopleMetrics
DECEMBER 7, 2015
If you work in a company that takes its longevity seriously, there’s a high likelihood you’ll find yourself face-to-face with the notion of retraining your customers. The notion usually arrives at an interesting transition point. Future business goals are clear, the business is thinking tactically about how to achieve them, and the business wants to keep its current customer base.
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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
Beyond Philosophy
DECEMBER 8, 2015
We think so. And, building on recently completed, groundbreaking employee ambassadorship research which supports our perspective, we’re convinced of it. Employees are the common denominator in optimizing the customer experience. Making the experience for customers positive and attractive at each point where the company interacts with them requires an in-depth understanding of both customer needs and how what the company currently does achieves that goal, particularly through the employees.
Win the Customer
DECEMBER 9, 2015
Minimalism is a current marketing trend that exudes the philosophy of “less is more.” Clear, concise information and well-designed, simple packaging are highly valued by consumers. Customers are more likely to engage with a simple display of information and unique presentation of visuals, versus an overwhelming smorgasbord of superfluity. It is important to know why […].
InMoment XI
DECEMBER 7, 2015
More than ever, CX is the province of the CEO – but what does that mean for CX leaders? According to Gartner, 89% of companies will be competing MOSTLY on the basis of customer experience (CX) by 2016. This number is up from 35% in just 5 years. Many would argue that this trend significantly raises. View Article.
Heart of the Customer
DECEMBER 9, 2015
“The purpose of a business is to create and keep a customer” – Peter Drucker Sometimes, it seems that companies focus exclusively on the first half of this equation. Sales to new customers are exciting, and resources are appropriately targeted to land new customers. Look at the continual offers coming from TV service and internet […]. The post Exemplary Customer Service: It’s All About the Journey 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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Ian Williams
DECEMBER 11, 2015
Customer journey Mapping is all the rage. It’s the new black. Companies around the world are flocking towards this new journey mapping craze with fervour and enthusiasm. After all, everyone else is doing it… But then what? There is a danger that Journey Mapping could (and in some instances has) become the new ‘customer satisfaction survey’.
InteractionMetrics
DECEMBER 8, 2015
Not too long ago, while checking into a hotel on a damp San Francisco night, the front desk clerk noticed my sniffling and asked if I wanted chicken soup. “That’d be great,” I replied, assuming it was just a sympathetic comment and not an actual offer. I was therefore quite surprised when, only a few minutes later, there was a knock on my door and a server brought in a steaming bowl of soup.
InMoment XI
DECEMBER 7, 2015
More than ever, CX is the province of the CEO – but what does that mean for CX leaders? According to Gartner, 89% of companies will be competing MOSTLY on the basis of customer experience (CX) by 2016. This number is up from 35% in just 5 years. Many would argue that this trend significantly raises.
Experience Matters
DECEMBER 7, 2015
As the title of this post says, CX needs more emotion. If you like this infographic, then you can download this version in.pdf or download a 18″ x 24″ poster version ). The bottom line : Let’s put more emotion into CX!
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
Maz Iqbal
DECEMBER 5, 2015
Let’s start today’s conversation with the following passage: By strategy, Bourdieu… does not mean conscious choice or rational calculation. The strategies employed by the Kabyle are not based on conscious, rational calculations but on a “sense of honour” that guides complex manoeuvres of challenge, riposte, delay, aggression, , retaliation and disdain.
Eptica
DECEMBER 9, 2015
Date: Wednesday, December 9, 2015 5 Ways of improving handling times this Christmas. Published on: December 09, 2015. Author: Anne-Merete Jensen We’re now into the busiest time of year for retail , with contact centers facing huge volumes of incoming queries from consumers on the phone, email, Twitter , Facebook and chat channels. This means that even if companies deploy effective web self-service systems to provide consumers with fast, consistent answers to their most commonly asked quest
InMoment XI
DECEMBER 7, 2015
More than ever, CX is the province of the CEO – but what does that mean for CX leaders? According to Gartner, 89% of companies will be competing MOSTLY on the basis of customer experience (CX) by 2016. This number is up from 35% in just 5 years. Many would argue that this trend significantly raises.
Customers That Stick
DECEMBER 10, 2015
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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,
Teletech
DECEMBER 7, 2015
Over the last 25 years customers have become far more powerful and customer service has improved dramatically, as ever more services are tailored to individual customer specs and the overall customer experience becomes increasingly automated and frictionless. Clearly, the "one-to-one future" that Martha Rogers and I predicted more than 20 years ago has arrived in force, and is already re-defining the nature of our consumer economy.
Think Customers
DECEMBER 6, 2015
We've all seen the post-Black Friday weekend shopping statistics: 103 million Americans shopped online, slightly more than the 102 million who shopped in the stores, according to the National Retail Federation. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
transcosmos Information Systems
DECEMBER 7, 2015
Let’s cut to the chase, customer service and content marketing go hand and hand and must therefore have a harmonious relationship in order for both to be effective. Your marketing strategy is what draws customers in. Together with stellar customer service, it can be used to build better customer relationships, improve customer retention and increase revenue.
Michelli Experience
DECEMBER 9, 2015
Guilty! I admit it I’ve been known to take a complex topic like “customer experience excellence” and make it even more complex. So let’s take a simplified, hopefully not a simplistic, run at how to treat customers in a way that separates you from the competition. To keep me on track, I’ll offer a framework courtesy of leaders at Mercedes-Benz USA.
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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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