Experience Investigators by 360Connext
DECEMBER 11, 2014
'I love to hang around with entrepreneurs. Full of energy and passion, they are warriors committed to taking down the tired, old big companies. They wholeheartedly believe their company/product/service/culture is THE BEST. Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. What happens when companies scale?
InMoment XI
DECEMBER 11, 2014
If you work in the CX arena – and if you’re reading this, you probably do – you’re familiar with Temkin’s Six Laws of Customer Experience. To recap, number four is, “Unengaged employees don’t create engaged customers.
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Customers That Stick
DECEMBER 8, 2014
'Customer experience isn’t easy — it just seems that way! From bargaining with the C-Suite to negotiating with customers, from maximizing profit to ensuring loyalty, providing great customer experiences in today’s environment is a continuous challenge. It’s a roller coaster, and I have teamed up with Jeannie Walters to provide a new resource that can help you with the strategies and tactics you can use to smooth out this wild ride!
Customer Bliss
DECEMBER 9, 2014
'The frontline talks to your customers every day. On a regular basis, sit yourself down and ask them to identify critical issues. Do more than listen, write down the issues and assign someone to take care of the major ones. Then personally reach out to customers to understand – at a greater level of granularity – what is happening, so you know what to do about it and fix the issue.
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Experience Investigators by 360Connext
DECEMBER 8, 2014
'Whenever embarking on a customer experience investigation™ , which is what we do to help our clients walk in their customer’s shoes, we discuss why this is so challenging. It’s easy to think, “I get it. I get what our customers experience with us.” But here’s why outside-in thinking is so difficult: When you are working within your role in any organization, there are certain truths.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
DECEMBER 8, 2014
'We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ I am pleased to say Carter Machinery , one of the leading Caterpillar dealers in the U.S., won the award, and I thought I would share with you what they did well. One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for
Customer Bliss
DECEMBER 11, 2014
'When sales is the power core, you have a well-oiled machine that knows how to target customers and position your product with differentiation that causes people to want to have it. Great sales organizations have perfected the way to get customer feedback efficiently into the pipeline and they know how to turn it into actionable steps. However, the connectivity between the sale and the overall customer experience can be an Achilles’ heel.
Experience Investigators by 360Connext
DECEMBER 10, 2014
'Satisfaction surveys are important to capture customer feedback in a logical and objective way, right? That’s the idea, unless the survey is the result of an aggressive salesperson coaching the customer. It most recently happened to me at a mobile phone store. The young man who helped me was great, actually. For the sake of this story, let’s call him George.
InMoment XI
DECEMBER 11, 2014
Dennis Wood contributed to this article. If you work in the CX arena – and if you’re reading this, you probably do – you’re familiar with Temkin’s Six Laws of Customer Experience. To recap, number four is, “Unengaged employees don’t create engaged customers.” You know how true this is when you think about the rude.
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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 11, 2014
'One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. When we perform our Naive to Natural assessment to determine our client’s Customer centricity, we find that Culture and Leadership has a massive influence on the outcome of the experience.
Win the Customer
DECEMBER 10, 2014
'Even Computer Software is a People Business! Nobody likes to feel like they’re just one cog in a giant machine. However, that’s the feeling many customers get when they call or email a company for support and get seemingly fed through a meat grinder before having their questions answered. “Press this button to go here.” […].
Experience Matters
DECEMBER 11, 2014
'We just published a Temkin Group report 2014 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 802 IT decision makers from large North American firms. Here is the executive summary of the report: The 2014 Temkin Experience Ratings for Tech Vendors evaluates the customer experience of 62 large technology vendors.
InMoment XI
DECEMBER 12, 2014
There’s lots of theory out there related to improving the customer experience. But eventually we have to implement this stuff so practicality is always a concern. I would like to invite my colleague Michael Allenson, Senior Director of Global Product Implementation at MaritzCX, to give us some practical tips and tricks to improve the measurement.
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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Customers That Stick
DECEMBER 11, 2014
'Here at CTS Service Solutions, we recently performed a survey designed to find out how consumers feel about holiday shopping and to see what customers are actually experiencing during the holiday shopping season. The Holiday Shopping Experience: Customer’s Viewpoint 2014 was conducted on November 24, 2014 and surveyed 450 male and females between the ages of 18-65 living in the United States.
Maz Iqbal
DECEMBER 10, 2014
'Tesco: The Darling of Customer Marketing Guru’s Issues Its Fifth Profit Warning. Tesco continues to struggle. According to this piece from the Guardian newspaper, Tesco has issued its fifth profit warning, share price has plunged (down 16%): Tesco is on the floor. Why does this matter? Why is it worth me writing about. Let’s go back a little.
Experience Matters
DECEMBER 9, 2014
'We published a Temkin Group report, The Secret to B2B2C Customer Experience Success. When a company doesn’t have sole control over the customer relationship, it has to recognize the entire system of relationships that influence the end customer’s experience, focusing on what we call B2B2C CX management. Here’s the executive summary: Many companies reach their end customers through a variety of channel partners—from independent agents and dealerships, to resellers and distributors.
InMoment XI
DECEMBER 12, 2014
There’s lots of theory out there related to improving the customer experience. But eventually we have to implement this stuff so practicality is always a concern. I would like to invite my colleague Michael Allenson, Senior Director of Global Product Implementation at MaritzCX, to give us some practical tips and tricks to improve the measurement.
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
Win the Customer
DECEMBER 8, 2014
'Should making the customer happy really be your company’s priority? Is that an effective strategy? You’ve heard this adage in many different ways: “the customer is always right,” “treat each customer like they’re the only one…” the list goes on and on. Yet, should making the customer happy really be a company’s priority? The answer is […].
Genroe
DECEMBER 8, 2014
by kevin dooley . Amy Scott sent me through her Christmas article and I liked it so much I asked her if I could publish it on the blog. Luckily her answer was yes so everyone can benefit. Over to you Amy… Want to build trust with your customers? Recommend a competitor. When you first see this you must be thinking “Are they crazy why on earth would I want to give business to my competitors?”.
ijgolding
DECEMBER 9, 2014
'In life there are a number of certainties. The annual celebration of our birth is one of them. For me, the 6th December each and every year marks my birthday. When it comes to the world of Customer Experience, there are also a number of certainties that can be counted on. John Lewis being recognised as one of the UKs most trusted brands is one. Ryanair sounding their bugle when arriving at a destination on time is another.
InMoment XI
DECEMBER 12, 2014
There’s lots of theory out there related to improving the customer experience. But eventually we have to implement this stuff so practicality is always a concern. I would like to invite my colleague Michael Allenson, Senior Director of Global Product Implementation at MaritzCX, to give us some practical tips and tricks to improve the measurement.
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Micah Solomon
DECEMBER 12, 2014
'The best way to ensure lasting results from a customer service initiative is with a comprehensive, organized approach, if you have the option. Which is why, in customer service consulting and among customer experience consultants, we always recommend you first work on getting your framework right, before going forward and attacking the details. But life, and business, don’t always work so tidily: Sometimes as a business leader you just want to get started, and you need to know where to st
Think Customers
DECEMBER 10, 2014
'Though it might be starting to look a lot like Christmas, there''s still room for retail customer experience improvements everywhere you go. The holiday season often exposes weaknesses in service strategies, as stores scramble to meet demand and generate profits. However, retailers should use this time to assess their current approach, learn valuable lessons, and make plans for the future.
ijgolding
DECEMBER 11, 2014
'Airlines of Europe beware!! There is a ‘new kid on the block’ – one that could potentially change the face of air travel. If you have not heard of Norwegian, it will not be long before the name of the Nordic airline is as common in ‘budget’ air travel as Ryanair or Easyjet. I flew with Norwegian for the first time this week.
PeopleMetrics
DECEMBER 9, 2014
'Okay, for the impatient, here’s the answer: Flow and Design. Great. That was easy. Still here? Alright then. Let’s dig in. Level 1: Flow. Here’s a fun name you may have never heard before: Mihaly Csikszentmihalyi. It’s pronounced something like “Me-high Cheek-sent-me-high-ee.”. Let’s try all. All together now: Mihaly Csikszentmihalyi. Pretty good. (We’ll work on it.).
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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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