InMoment XI
AUGUST 26, 2014
Last week, in my blog called “Reputation Management: Customer Experience or Marketing,” I established that reputation management is a way to assess an individual’s customer experience and, more importantly (to companies), a marketing tool to manage the impact of past customer experiences on other customers’ decision making in the future.
PeopleMetrics
AUGUST 25, 2014
'In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. After discovering who the best of the best are, we picked their brains to discover why they are the best of the best.
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Heart of the Customer
AUGUST 28, 2014
'There has been a lot to press about the General Motors failed ignition switch. There are many lessons to be learned about quality and manufacturing. But the most important lesson is about culture. Culture is your most powerful tool to create change. Exploiting your culture can drive significant improvements quickly. But culture can also stymy the best-laid plans.
Experience Matters
AUGUST 28, 2014
'Analysts who work with customer data are often frustrated by the slow uptake in its usage. They see a ton of valuable insights in their work that go to waste. They’re frustrated that business partners aren’t lining up for as much of this insight as they can possibly consume. What’s going on? Are analysts unjustifiably bullish about their content?
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InMoment XI
AUGUST 26, 2014
Last week, in my blog called “Reputation Management: Customer Experience or Marketing,” I established that reputation management is a way to assess an individual’s customer experience and, more importantly (to companies), a marketing tool to manage the impact of past customer experiences on other customers’ decision making in the future.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CX Journey
AUGUST 29, 2014
'The famed Capitol Peak Knife Edge Today I''m pleased to present a guest post from Sarah Simon. This post marks another installment in Sarah''s series on lessons from the high country. What the mountain teaches Just minutes out of camp, Jaimee and I are huffing our way in the pitch blackness of early morning (or what non-climbers might refer to as “the middle of the night”) toward our goal: Capitol Peak (14,131 ft / 3,307 m).
Daniel Group
AUGUST 28, 2014
'When a customer gives you the highest possible scores on satisfaction and loyalty, it’s understandable that you may feel compelled to declare victory and shift your attention to the next relationship. Time to break out the champagne! Unfortunately, you may want to wait before popping the cork. We find that in a surprising number of the surveys we perform, highest-score customers also offer negative feedback in their open-ended comments.
InMoment XI
AUGUST 26, 2014
Last week, in my blog called “Reputation Management: Customer Experience or Marketing,” I established that reputation management is a way to assess an individual’s customer experience and, more importantly (to companies), a marketing tool to manage the impact of past customer experiences on other customers’ decision making in the future.
Storyminers
AUGUST 27, 2014
'Businesses often feel challenged by balancing their customer’s needs with the needs of the business. This position of trying to balance needs suggests a compromise in which case both sides lose something. But there is a better answer.
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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
CX Journey
AUGUST 26, 2014
'Image courtesy of B Gilmour How well are your change management efforts going? I recently came across Dr. Kotter''s 8-Step Process for Leading Change. The steps come from his 1996 book, Leading Change , which outlines the eight critical success factors for change management. As you can imagine, this process was intriguing to me, since it applies quite nicely to the challenges we face as we struggle to implement changes to/for the customer experience within our organizations.
Help.com
AUGUST 27, 2014
Customer service is hard. It is difficult to adequately train people to dealwith the litany of problems that can spring up on a daily basis at a large company. Those brave enough to make a successful career out of customer service are some of the most admirable, empathetic, customer focused people in all of tech. We may not be able to make all of their customers happy (we’re developing software that is going to try to help make that easier), but we did come up with six easy tips for customer ser
InMoment XI
AUGUST 28, 2014
Almost every Saturday morning my family rolls into the Starbucks drive thru on our way to the farmers’ market. It is a chaotic and noisy scene in the car. I am always astonished at the amount of noise 4- and 6-year-old children can make, especially if I forget to bring along something for them to.
Storyminers
AUGUST 29, 2014
'What should come first? Architect a compelling Customer Experience and then change the company? Or, change the company and then architect a compelling Customer Experience? It’s a little of both working together and with the right timing.
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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Touchpoint Dashboard
AUGUST 25, 2014
'Editor’s Note: Several of our clients have asked us to provide more examples of how others use Touchpoint Dashboard to support their customer experience initiatives. As a result, we’ve launched our “Share for Success” blog series. We’re pleased to share another insightful use case here. If you haven’t yet checked out our inaugural post, you’ll […].
Aveus
AUGUST 26, 2014
Every day I work with bold leaders to align the decisions they make and what they do every day to what customers value. Because of this I’m forced to ask this one question at least once a day: “Is your customer experience costing or making you money?” Most don’t know. While there’s an unmistakable link between customer experience and profitability (proven via research and personal experience), too few leaders declare that their customer experience generates money.
InMoment XI
AUGUST 28, 2014
Almost every Saturday morning my family rolls into the Starbucks drive-thru on our way to the farmers’ market. It is a chaotic and noisy scene in the car. I am always astonished at the amount of noise 4- and 6-year-old children can make, especially if I forget to bring along something for them to do. View Article.
Strativity
AUGUST 25, 2014
I was sitting in a coffee shop when a woman at another table with a foreign accent was reviewing the menu for her order. She requested something fruity – “mango or peach” – and the waiter casually obliged. I hadn’t realized her’s was a special request (and neither did she) until the waiter came through the front door of the shop with a grocery bag.
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
InteractionMetrics
AUGUST 26, 2014
Last week at 8 PM, one of the top 4 car rental agencies called to survey me about my most recent experience renting from them. Since I was in a good mood—and I had a question for the company—I said ok. Unfortunately, it was a waste of time, for me and them. We’ve written about survey biases , sampling errors , tired wording , and employee gaming , before.
Teletech
AUGUST 29, 2014
'The New York Times recently published a story outlining the potential benefits and dangers in predictive health analytics. The article, "When a Health Plan Knows How You Shop" highlights an experiment by the insurance division of the University of Pittsburgh Medical Center to incorporate information like household incomes, education levels, and marital status into its forecasting models for future use of health services.
InMoment XI
AUGUST 28, 2014
Almost every Saturday morning my family rolls into the Starbucks drive thru on our way to the farmers’ market. It is a chaotic and noisy scene in the car. I am always astonished at the amount of noise 4- and 6-year-old children can make, especially if I forget to bring along something for them to.
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Amity
AUGUST 26, 2014
One of the biggest challenges every Customer Success Executive faces is how to align the organization with the customer base. Time to Segment Your Customers. Proper alignment will result in an efficient, scalable and cost effective Customer Success organization. In addition it will allow you to better understand your customer needs as you develop the services the Customer Success organization will deliver.
Customer Interactions
AUGUST 28, 2014
'At 11pm several lights are switched on in an office on the 40th floor of a large tower block. Knowing that the building closed at 8pm, the intelligent building management system, which is being monitored at the front desk, alerts the on duty manager. Should he ignore it, send the on duty maintenance person to switch it off, dispatch a security guard to investigate further, or call the local police?
Forrester's Customer Insights
AUGUST 25, 2014
'Forrester surveys in China show that business data and analytics are increasing as the No. 1 technology priority for Chinese businesses; 55% of technology decision-makers in the country plan to use data and analytics to improve business decisions and outcomes in 2014, up from 43% in 2013. Chinese digital marketers are looking for powerful tools to better understand customer behavior, especially regarding customer acquisition.
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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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