InMoment XI
NOVEMBER 25, 2015
From all of us here at the CX cafe we want to wish you a Happy Thanksgiving. Thank you for all you do for the CX world and for your readership. We all have had great customer experiences, so we wanted to highlight some of the great CX practitioners that have made our customer experiences exceptional. View Article.
Experience Investigators by 360Connext
NOVEMBER 23, 2015
It’s the time of year we do our best to be grateful. In the United States, we typically do this in part with a turkey dinner and family time in honor of Thanksgiving. But how can we make customer appreciation a living part of the customer journey? Here are 5 easy ways to express customer […]. The post 5 Customer Appreciation Tweaks Customers Will Gobble Up!
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Customer Bliss
NOVEMBER 24, 2015
Experience reliability is hard to achieve. The root cause of this lies firmly in the fact that there is no reliability in how to do this work. The selection and improvement approaches vary by silo and leader priority. In most companies, a deeply rooted one-company approach to caring about (and improving) customer experiences and customer lives does not exist.
Beyond Philosophy
NOVEMBER 24, 2015
I have a confession to make: I am an easy interview. Why? People easily sway me. Despite my status as a hiring wally , I have hired many people in my career. Most of them have been great. So how did I do this? To quote a fellow Brit, “I get by with a little help from my friends.”. What I have done to good effect is to get different people from across the organization to interview the person as well.
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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
NOVEMBER 25, 2015
[Slideshare] Some data about the imperative of CX, its ROI, and its important future trends. Despite heavy investment in R&D, many brands are producing similar products and finding that customer interaction may be the next frontier of business advantage. In the following presentation, I share data from a MaritzCX study of automotive manufacturers in which we discovered.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Experience Matters
NOVEMBER 24, 2015
We published a Temkin Group report, Business-to-Business (B2B) Customer Experience Best Practices. This report provides data on the state of customer experience (CX) in B2B as well as 20 CX best practices across five critical B2B processes. Here’s the executive summary: Temkin Group research shows that although business-to-business (B2B) organizations are raising their customer experience (CX) ambitions, they still have a way to go before achieving their goals.
Think Customers
NOVEMBER 23, 2015
"Imagine a world where the only thing you have to wrestle for on Thanksgiving is the last piece of pumpkin pie." That voice-over to the opening of the new TJ Maxx, Marshalls, and HomeGoods commercial promoting the stores' closure on Thursday. The spot asks viewers to hearken back to a time when Thanksgiving meant eating too much and falling asleep on the couch with your family rather than fighting shoppers in crowded stores for a 40-inch smart TV that's on sale.
InMoment XI
NOVEMBER 25, 2015
From all of us here at the CX cafe we want to wish you a Happy Thanksgiving. Thank you for all you do for the CX world and for your readership. We all have had great customer experiences, so we wanted to highlight some of the great CX practitioners that have made our customer experiences exceptional.
Beyond Philosophy
NOVEMBER 26, 2015
Airbnb’s business continues to grow, as do the concerns of many hotel chains. But not Hilton. Their CEO claims the Airbnb business is a segment of the market and nothing more. Whilst I agree that the Airbnb is a different segment of guest, ignoring the Airbnb segment is to Hilton’s peril. Why? It indicates a change in business as usual. The idea is disruptive to how people choose to stay away from home.
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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
Influitive
NOVEMBER 26, 2015
Those who work at not-for-profit organizations love being part of a community. That’s why Blackbaud , a non-profit software solutions provider, launched a customer advocacy program to engage and connect with its 30,000 customers. However, the program didn’t give Blackbaud’s passionate advocates many activities to do—or a lot of professional perks. Amy Bills , Customer Marketing Director at Blackbaud, knew they could do better if they rethought their approach to customer advocacy.
ijgolding
NOVEMBER 24, 2015
Followers of my blog will know that I have traveled extensively over the last four years. In 2015 alone, I have visited 20 countries in Europe, Africa and Asia. In 2016, I am already scheduled to work in North America and the Middle East as well as continuing my efforts in Europe and Africa. In all cases, I have been asked to work with; talk to; teach; cajole; people from the C-suite to the front line; in understanding the importance of Customer Experience.
InMoment XI
NOVEMBER 25, 2015
[Slideshare] Some data about the imperative of CX, its ROI, and its important future trends. Despite heavy investment in R&D, many brands are producing similar products and finding that customer interaction may be the next frontier of business advantage. In the following presentation, I share data from a MaritzCX study of automotive manufacturers in which we discovered.
Beyond Philosophy
NOVEMBER 22, 2015
How do you lead in times of turmoil or growth? The answer is: leadership and communication. In times of turmoil, people look to leaders to lead. All too often in corporate life, however, these times are when leaders run and hide. To that end, here are ten things leaders need to do in times of turmoil and growth : Be seen and seen often. Their teams need to see them as a constant even when everything else is changing.
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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Think Customers
NOVEMBER 24, 2015
One of the conveniences that consumers look for heading into the holiday shopping season is the ability to order products online and then pick them up at a store. In fact, nearly one-third of U.S. shoppers say they plan to purchase gifts online and pick these items up in-store, according to a recent Shopatron study. That's great news for retailers, since 40 percent of consumers make additional purchases when they come to a store to pick up a purchase.
Experience Matters
NOVEMBER 26, 2015
Whether or not you’re celebrating Thanksgiving, I hope that you have a wonderful day and take the time to give thanks for the many positive things in your life. And while your being thankful, here are some ways to earn thanks from your customers: Every Thanksgiving I also like to share this picture. It demonstrates how important it is to understand your audience and to consider the subtle elements of experience design.
InMoment XI
NOVEMBER 25, 2015
From all of us here at the CX cafe we want to wish you a Happy Thanksgiving. Thank you for all you do for the CX world and for your readership. We all have had great customer experiences, so we wanted to highlight some of the great CX practitioners that have made our customer experiences exceptional.
Eptica
NOVEMBER 27, 2015
Date: Friday, November 27, 2015 Mobile – at the heart of the customer experience. Published on: November 27, 2015. Author: James Gladwish According to new academic research people check their smartphones 85 times a day and use them for a daily average of 5 hours. The study, from Nottingham Trent University , also found that much of the time most users don’t even realize they are doing it, with consumers spending twice as much time on their phones as they think.
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
Think Customers
NOVEMBER 25, 2015
Size shouldn't matter, but for small businesses, size often indicates an unavoidable disadvantage. By nature, big box stores have the ability to slash prices and advertise deals in ways that small businesses simply can't afford. Yet, these smaller shops commonly serve as the backbone for many prosperous communities, providing jobs to local citizens and giving back to those in need.
Strativity
NOVEMBER 24, 2015
It’s coming. The day after Thanksgiving, commonly known as “Black Friday,” is almost upon us. It’s a hugely profitable day for retailers. For some consumers, it is a day for the savviest of shoppers to nimbly lace up their Nikes and sprint through the aisles of their local department stores to snatch up the best deals on even more Nikes and perhaps a few big-screen TVs.
Tricia Morris
NOVEMBER 22, 2015
“Every employee can affect your company’s brand, not just the front-line employees that are paid to talk to your customers.” ~ Tony Hsieh A Gartner Research survey found that by 2016, 89% of companies expect to compete mostly on the.
Micah Solomon
NOVEMBER 26, 2015
The goal of a customer service/ customer experience initiative – what you can ultimately hope to accomplish – is to learn what your customers appreciate, tolerate, and actively dislike, and to creatively redeploy your attention and resources in ways that help you win customer loyalty and improve your bottom-line success. In other words, it’s all about getting your company to think like a customer.
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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,
Up Your Service
NOVEMBER 23, 2015
The focus on ‘going digital’ and ‘digital experiences for customers’ continues to increase at a rapid pace across industries. We often hear that in this age of digitization, “customer service” is becoming less and less important. In our view, that’s because “customer service” is too often defined as the interactions between our frontline staff and customers.
Experience Matters
NOVEMBER 23, 2015
Congratulations to winners of Temkin Group’s 2015 Customer Experience Excellence Awards : EMC Global Services , Safelite AutoGlass , and SunPower.
Andrew Mcfarland
NOVEMBER 24, 2015
Anyone who has witnessed corporate bungling of major customer service snafus realizes that not all apologies are created equal. Anyone even remotely interested in their customers should read HBR’s article titled “ The Organizational Apology.” This excellent article made me think of T-Mobile’s response to revelations that user data had been hacked via [.].
Micah Solomon
NOVEMBER 26, 2015
In the course of working as a consultant to mend corporate cultures (I’m a consultant on company culture and the customer experience and service) I see a lot of universal mistakes. (In other words: Unhappy companies are often unhappy in similar ways and for similar reasons, Tolstoy notwithstanding.). The happy part of this means that there are some universal solutions as well.
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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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