InMoment XI

AUGUST 31, 2017

For the last couple of decades that I have been around corporate enterprises, there have been too many CEO fads to count. Think about it: MRP, MRP2, ERP, Employee Engagement, Performance Management, Enterprise systems, Distributed systems, CRM, CEM and CX, OPX, Six Sigma, layered with black, green, yellow belt versions, then LEAN Project Management, and CPIM, View Article.

CEM 200

CEM Culture Customer Experience Article 200

Customer Bliss

AUGUST 31, 2017

About 500 Southwest Airlines customers were stranded at Houston’s Hobby Airport last Sunday morning once the Hurricane Harvey flooding began and the FAA shut down Hobby. What did Southwest do? Something great from a CX perspective. Step 1: They got permission from the FAA to find a way to fly out the 500 or so passengers and work with the FAA on the security and legal nature of it.

Airlines 267

Airlines Customer Experience Interaction Customers 267

Experience Matters

AUGUST 29, 2017

Temkin Group has labelled 2017 The Year of Purpose, so we have been examining the topic of purpose across many different angles. One of the areas we are interested in is the impact that a person’s level of purpose and meaning has on how they behave as an employee and customer. It turns out that it has a pretty significant impact in both of these areas.

2017 173

2017 Loyalty Consumers Customers 173

Storyminers

AUGUST 28, 2017

I’m always curious about what makes leaders of customer experience and transformation projects invest in what’s new. Oracle , in its recent “ CX FACTOR PROGRAM ” has done much of that research for me (and for you). It’s in the form of a dozen interviews with company leaders whose brands are excelling at the customer experience.

Brands 140

Brands Healthcare Roadmap Events 140

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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.

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InMoment XI

AUGUST 31, 2017

For the last couple of decades that I have been around corporate enterprises, there have been too many CEO fads to count.

CEM 200

CEM Culture Customer Experience Article 200

Beyond Philosophy

AUGUST 30, 2017

Why did you buy the shirt you are wearing today? What about the car you drive, how did you choose it? Why did you go with the financial advisor you did? If “because I felt like it” wasn’t the answer to each of these questions, you are missing the biggest reason that you did these things at all —and the reason you do almost anything for that matter. It isn’t your fault you got it wrong, however.

Airlines 130

Airlines 2016 2017 Books 130

Alida

AUGUST 30, 2017

The Customer Intelligence Summit is a must-attend conference for marketing, CX, product innovation and market research pros. Whether your company is just getting started with the Vision Critical Sparq platform or you’ve been a user for a while, you’ll get a lot of actionable “aha moments” from the Summit—strategies and tactics that are guaranteed to boost the value you bring to the organization.

2017 100

2017 ROI Innovation Customer Relationships 100

QuestionPro Audience

AUGUST 31, 2017

It’s no secret that happy, loyal customers are your business’s most valuable asset; a loyal customer is worth up to 7x more than a new one! For that reason, consumer-facing companies find it essential to have some type of customer loyalty program. From the ubiquitous and tech-savvy Starbucks App to the paper punch card at the cafe down the street, there’s a solution available for every type of business at every price point.

Loyalty Programs 104

Loyalty Programs Loyalty Customers Communication 104

Kayako

AUGUST 30, 2017

All hands support has been a buzzword in the tech world for a few years now. Its premise—that everyone in the company from the CEO down to developers—spends time working as customer support agents, talking to customers, and answering questions. It’s a great practice in theory, and hypothetically will make everyone at a company more empathetic and customer-driven.

E-support 80

E-support E Commerce Customer Satisfaction 2015 80

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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

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Beyond Philosophy

AUGUST 28, 2017

I watched the recent solar eclipse from my home in Sarasota, USA, standing in the blistering Florida heat as the moon’s shadow gradually ate away at a little circle of light projected through a pinhole. It all seemed to be over very quickly! But it’s our memories of the eclipse, more than the eclipse itself, that will shape our feelings about it. The eclipse is a good example of the way our experiences are influenced by our memories.

Books 112

Books Call Center Measurement Loyalty 112

ShepHyken

AUGUST 28, 2017

Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper] by Nicolina Savelli. (Fonolo) In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction, otherwise known as CSat.

2017 79

2017 Article Customer Service Contact Center 79

iPerceptions

AUGUST 31, 2017

Nowadays, it’s hard to find two topics that are as widely discussed in the business world as User Experience (UX) and Customer Experience (CX). Everyone knows that they want to do these things better than anyone else out there, and willing to sink a lot of resources into optimizing them.

User Experience 107

User Experience Customer Experience Customers 107

Michelli Experience

AUGUST 30, 2017

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. The post {Infographic} Leading with the Good: A Must have for Customer Experience Success appeared first on Joseph Michelli.

Customer Experience 63

Customer Experience Consulting Customers Customer Engagement 63

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.

Customer Insights

Middlesex Consulting

AUGUST 30, 2017

This post has been written by my friend Gary David. A brief biography is at the end of the post. It can be difficult to differentiate between customer satisfaction and customer experience. Such a close relationship can exist between the two that it is easy to think of them as the same. However, certain sales encounters can show us the distinction relatively clearly.

Customer Experience 60

Customer Experience Customer Satisfaction Connections Customers 60

ShepHyken

SEPTEMBER 1, 2017

This week we feature an article by Andy Ko who writes about not making your customers wait to have their questions answered. Self-service support is becoming more and more widely accepted. Not just accepted, in some cases it is preferred. – Shep Hyken. As both a professor and chief scientist at a SaaS software company, I spend time around two groups of people that couldn’t be more different: Enterprise marketing, sales, and customer experience executives.

Blog 83

Blog E Commerce E-support Article 83

SurveyGizmo

AUGUST 29, 2017

The following post is part of a series that will help inform readers about the importance of Customer Experience. The series will provide best practices and tactics for turning your customers into loyal advocates of your brand. I came across the term, “data-driven customer science” for the first time when I read it in an article that appears in the American Marketing Association.

Customer Experience 69

Customer Experience Social Media Customers Article 69

ReviewTrackers

AUGUST 26, 2017

Here at ReviewTrackers , we believe in online reviews and customer feedback as an important source of learning for all kinds of businesses — from SMBs to enterprise-level organizations with hundreds or thousands of locations. We also understand the many ways reviews can generate critical customer data and intelligence, which in turn can equip organizations with the information needed to make smarter business decisions and drive more sustainable growth.

Social Media 66

Social Media ROI Feedback Engagement 66

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

Contact Center

ProProfs Chat

AUGUST 31, 2017

Everyone running a business wonders at some point if what they are doing is enough for the clients and how satisfied (or dissatisfied) they might be. In our every day more competitive and automated world, something will remain and always make the difference: the human interaction of a customer service. And we all know that a satisfied customer is key for the success and sustainability of a business.

Metrics 98

Metrics Social Media Measurement Effort Score 98

ShepHyken

AUGUST 30, 2017

There is a lot of power in a handwritten, personal note. This isn’t just about a thank you note to a customer, although those are important as well. This is also about the note of appreciation to someone who has done a great job or hit their goals. You get the idea. Anything you might want to congratulate them on. Ted Janusz is one of our amazing trainers at Shepard Presentations.

Workshop 110

Workshop Presentation Customer Service Training Customer Service 110

Uniphore

AUGUST 29, 2017

Who wants to be a customer experience manager? A relatively new job title in the customer service space, customer experience manager is more than just a fancy title – it is the glue that holds the customer service center together. Read More.

Customer Experience Management 70

Customer Experience Management Management Customer Experience Customers 70

Genroe

AUGUST 29, 2017

With deference to George Harrison’s classic song lyric… Without a clear and well defined buyer personas, you risk creating customer experiences that frustrate and annoy customers while simultaneously driving up your cost to service them. Frustrated customers complain more and more loudly. Whereas, creating a customer experience that matches your customer personas drives customer satisfaction, […].

Customer Satisfaction 92

Customer Satisfaction Customer Experience Customer Journey Mapping Customers 92

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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,

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CX Journey

AUGUST 29, 2017

Image courtesy of Pixabay Does your company put employees first? or customer first? I suppose that there's one more possibility - neither. Sadly, that's the case for a lot of companies. But that's not the topic of this post. This post is all about where employees fall in order of importance in your company. Recently, I was reading an article in Industry Week and came across this paragraph.

Airlines 64

Airlines Culture Leadership Loyalty 64

Team HGS

AUGUST 29, 2017

3 Ways to Rethink Customer Service in the Subscription Economy. Posted by Mark Beattie, HGS UK Director, EMEA Business Development. It’s the rise of the subscription economy. What started with newspapers and magazines has now evolved to real-time, contextual, and personalized product ownership experiences. Think Stitch Fix, Blue Apron, and Zipcar. Customers are buying differently these days.

Customer Service 52

Customer Service Magazine Retail 2014 52

Eptica

AUGUST 30, 2017

Date: Wednesday, August 30, 2017 How text analytics delivers customer experience value. Published on: August 30, 2017. Author: Pascal Gauvrit Artificial intelligence (AI) has the power to transform customer experience, enabling brands to meet rising consumer expectations through tailored, high quality, relevant service that drives increased loyalty.

Customer Experience 50

Customer Experience 2017 Hotels Social Media 50

Talkdesk

AUGUST 28, 2017

Our Kickoff “Designing Your Intelligent Contact Center” event in Chicago was a huge success and a lot of fun! Check out our top nine moments and make sure your contact center is working for you. #9. Our COO, Gadi Shamia, calls it like he sees it! In Silicon Valley, a land known for launching startups and harboring dreams, it was incredibly refreshing to hear some good ol’ midwestern-style truth about the current state of contact centers.

Contact Center 51

Contact Center Events Hotels Customer Service 51

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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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