InMoment XI
AUGUST 12, 2015
Running a modern customer experience (CX) program has come a long way in sophistication and effectiveness from the days of paper surveys, manual reporting, and delayed response to customer feedback. Today’s modern CX programs are integrated into the customer’s journey, leverage all available interaction channels, respond to customer input in real-time, and drive iterative improvement.
Experience Investigators by 360Connext
AUGUST 11, 2015
A few weeks ago, I had the privilege of being invited to an event sponsored by Freshdesk as part of their Customer Happiness Tour. The intimate event was a chance to get to know customer experience leaders from brands in the Chicago area, as well as hear speakers from Zappos and Judson University. Happy to […]. The post Customer Happiness Lessons for Any Company, Courtesy of Zappos appeared first on Customer Experience Consulting.
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Beyond Philosophy
AUGUST 12, 2015
Should I feel like this? New Research. Wouldn’t it be great to know exactly what your Customers were feeling when they experience your products or services? Well, that day has come a bit closer as a new study out of Cornell University discovers that the brain has certain codes that it uses to interpret our emotions. It turns out that these codes are not unique to the individual.
Bill Quiseng
AUGUST 10, 2015
Micah Solomon is a customer service and marketing speaker, strategist, and author of the book, High-Tech, High-Touch Customer Service. Ever since reading his book, I have been following his customer experience articles on Forbes. So when he recently published an ebook entitled Culture Of Yes: Practices And Principles Of Great Hospitality , I was all over it.
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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
AUGUST 10, 2015
Ingrid Lindberg shares three pieces of advice for people taking over customer experience roles. Ingrid has served as Chief Customer Officer of several large healthcare corporations and currently helps CXOs and others running customer experience programs throughout the country as a consultant and speaker. If you’re a CX pro, do you agree with Ingrid’s advice?
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customer Bliss
AUGUST 11, 2015
The real transformational power in building a customer (and employee) journey map is to embed a new starting point for the work of the organization. Instead of starting with the silos, the journey gives you a frame to start with customers’ lives. Companies that transform how they grow and are deliberate about it, do so because they think about the people at the end of their decisions.
Win the Customer
AUGUST 14, 2015
One of the most frustrating elements of customer service online is a service provider with a terrible Website. Nothing says you don’t care about your customers or their customer experience more than by not investing in the right online experience or letting your Website commit the unpardonable sins of bad Web experience. How important is […].
InMoment XI
AUGUST 12, 2015
Running a modern customer experience (CX) program has come a long way in sophistication and effectiveness from the days of paper surveys, manual reporting, and delayed response to customer feedback. Today’s modern CX programs are integrated into the customer’s journey, leverage all available interaction channels, respond to customer input in real-time, and drive iterative improvement.
Beyond Philosophy
AUGUST 13, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives.
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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
Joe Rawlinson
AUGUST 12, 2015
The University of Southern California defines consumer psychology as the study of how consumers are influenced by their environment about how they think, feel, reason and select between different brands, products and retailers. It’s humbling to think that emotions are the driving force behind sales instead of logic, but study after study shows spending happens more in a state of euphoria.
Customer Enthusiast
AUGUST 10, 2015
Whenever I go on record saying, “Most employees don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service” (or something similar), there are always pundits who emerge from the dark recesses of the Internet to lay the blame on management for employee indifference toward customers. Blaming “low pay”, “unsupportive culture”, “insufficient training” or “poor managerial modeling”, these defenders of frontline mediocrity attempt to give indifferent,
InMoment XI
AUGUST 12, 2015
Running a modern customer experience (CX) program has come a long way in sophistication and effectiveness from the days of paper surveys, manual reporting, and delayed response to customer feedback. Today’s modern CX programs are integrated into the customer’s journey, leverage all available interaction channels, respond to customer input in real-time, and drive iterative improvement.
Customers That Stick
AUGUST 11, 2015
Twitter understands that it is often a channel for immediate customer response, and it is not only embracing its role as a customer service channel but beginning to focus on selling itself as an indispensable channel for customer service. On August 6 th , Twitter released a Customer Service Playbook designed to convince organizations of Twitter’s importance as a customer service channel and to demonstrate how they can use the channel to generate effective results with customers.
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
AUGUST 11, 2015
The role of the CIO has evolved in recent years from a focus on helping the organization to reduce costs to enabling the enterprise to grow revenue and become more agile in responding to changing customer behaviors and market shifts. And while there are a number of components that factor into this metamorphosis, including the threats and opportunities posed by disruptive innovation, one of the greatest sea-changes for CIOs is reflected in their shift from a focus on supporting internal customers
Ian Williams
AUGUST 12, 2015
It has been three months since my last blog relating to Tigersheds and a lot has happened in the interim. Although my issue has been resolved, it would appear that other people are having similar problems to me. Within a couple of days of my first blog post, I received a phone call from a man at Tigersheds who said that they would like to discuss the issue with me.
InMoment XI
AUGUST 10, 2015
Ingrid Lindberg shares three pieces of advice for people taking over customer experience roles. Ingrid has served as Chief Customer Officer of several large healthcare corporations and currently helps CXOs and others running customer experience programs throughout the country as a consultant and speaker. If you’re a CX pro, do you agree with Ingrid’s advice?
ijgolding
AUGUST 11, 2015
Energy companies. We all have to interact with them. It is difficult to find a consumer who likes them. In my daily dealings with friends, colleagues and clients, all too often the name of an energy business will creep in to the conversation – almost always in a negative context. Why is it that an industry that directly affects all of us and one that is heavily regulated with authorities supposedly protecting the interests of consumers/customers, is so often completely failing to deliver e
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
AUGUST 12, 2015
It's often the details that elevate a customer experience from average to impressive. I experienced this firsthand during a vacation in San Juan, Puerto Rico. My husband and I dropped in for a four-day vacation in the island of enchantment and it was easy to see where Puerto Rico got its nickname. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Eptica
AUGUST 11, 2015
Date: Wednesday, August 12, 2015 The importance of emotion to customer engagement. Published on: August 12, 2015. Author: Steve Nattress Many studies show that people are much more emotional and less rational than we like to think. Research by Nobel prize-winning psychologist Daniel Kahneman , indicates that we have an intuitive, emotional side and a rational side when we are making decisions – and the rational side is less influential.
InMoment XI
AUGUST 10, 2015
Ingrid Lindberg shares three pieces of advice for people taking over customer experience roles. Ingrid has served as Chief Customer Officer of several large healthcare corporations and currently helps CXOs and others running customer experience programs throughout the country as a consultant and speaker. If you’re a CX pro, do you agree with Ingrid’s advice?
Natalie Petouhof
AUGUST 13, 2015
Tweet There was a time when customers wrote a letter to customer service- ok that was a really long time ago. But not long ago, the phone was what a majority of people used to contact customer service. And then along comes social media. As the author’s of the Cluetrain Manifesto said, “Markets are conversations” and many of the new marketplace conversations are happening in social networks.
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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,
Forrester
AUGUST 10, 2015
Lots of things are critical to delivering a great customer experience (CX). For instance, do you really understand your customers, or simply do a great job segmenting them? Do you actively encourage employees to provide feedback and recommendations on CX issues? And do you consistently get back to them on actions taken as a result of their feedback?
Kayako
AUGUST 11, 2015
Self service is the most effective way for customers to get the answers they need, reduce call volume and stress for your live agents. “Yet,” says Jon Meyer, Knowledge Guru at Twilio, “the customer service leaders I’ve talked to have an enormous sense of guilt around pursuing a self-service strategy.”. Some customer service strategists have become the all knowing, all organic super moms of the online playground, preaching the need to talk to your customers and shunning self service as a channel.
Eptica
AUGUST 14, 2015
Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Published on: August 14, 2015. Author: Pauline Ashenden Twenty years ago, the majority of banking was carried out face-to-face through an extensive branch network and most consumers remained with the same bank for much of their lives. Three factors have dramatically changed this.
Tricia Morris
AUGUST 11, 2015
In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. But, according to leading consumer surveys, customer satisfaction ranks near the bottom of a cross-industry comparison. According to the American Customer Satisfaction Index (ACSI), a leading cross-industry consumer survey, citizen satisfaction with federal services overall is at an eight-year low ,
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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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