InMoment XI
SEPTEMBER 2, 2016
Brand loyalty means sticking with a company regardless of whether there exists a more logical solution to your need. You remain loyal because the company has strengthened their relationship enough with you to justify charging a higher price, building their brick and mortar farther away, or even taking off from the tarmac 20 minutes late. View Article.
Customer Bliss
SEPTEMBER 1, 2016
I wanted to talk for a quick second about strategic management in customer experience. If you’ve been listening to my podcast — and the next episode is No. 20, which is crazy — you’ve probably heard many CCOs and other senior customer experience leaders talk about strategic management. I’ve been blessed to have some great guests who really “get” it, but over the years I’ve obviously also encountered people that miss the concept of strategic managem
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Alida
AUGUST 30, 2016
The Customer Intelligence Summit is a place to learn about the latest trends in marketing, customer experience and innovation. More than just a conference for learning, the Summit offers a unique opportunity to get some face time with business leaders from the most customer-centric global brands—a chance to enhance your career and make connections. To help you get the most out of every networking opportunity, we asked past attendees who are members of Connected Wisdom, our Vision Critical custom
Beyond Philosophy
AUGUST 29, 2016
By now, it’s clear to many of you that your Customer Experience is an excellent competitive differentiator for your organization. However, if you only consider the aspects of your experience that appeal to people at a logical level only, you are not taking full advantage of what we know about customers and what influences them. All people have different influences that come to bear on what they buy and from whom.
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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
SEPTEMBER 2, 2016
Brand loyalty means sticking with a company regardless of whether there exists a more logical solution to your need. You remain loyal because the company has strengthened their relationship enough with you to justify charging a higher price, building their brick and mortar farther away, or even taking off from the tarmac 20 minutes late.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ShepHyken
AUGUST 31, 2016
Customer Support. Have you ever called a company’s phone support number, talk to their customer service rep, have that rep transfer you to another person, only to have to repeat the story all over again? It gets even worse when you get transferred or call back a third or fourth time. How about when you dial the company’s support number and the automated prompt asks you to put in your customer number.
Customers That Stick
AUGUST 29, 2016
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Beyond Philosophy
AUGUST 31, 2016
Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. Why? They don’t know what to do next. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed. Here is a step-by-step guide to help you implement your new and improved Customer Experience.
Amity
AUGUST 29, 2016
Before we go any further, it is probably a good idea to point out that the Terminator from the title is not the nasty, melty, out-to-get-you T-1000, but the friendlier T-800 who discovered love for squishy humans and who is actually looking for ways to help them. All the while sporting that awkward smile. In case this pop culture-heavy introductory paragraph means nothing to you, no worries.
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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
ShepHyken
AUGUST 30, 2016
Adam Toporek Shares Tips and Ideas on. How to Be Your Customer’s Hero. Shep Hyken speaks with fellow customer service expert, keynote speaker, and author, Adam Toporek. They discuss Adam’s new book, “ Be Your Customer’s Hero: Real World Tips & Techniques for the Service Front Lines.” In addition, Adam shares seven service triggers that can ruin the customer’s experience and the importance of avoiding them.
Michelli Experience
AUGUST 31, 2016
Have you been watching Domino’s global strategy over the recent number of years? If not, I think the pizza giant it worthy of study. Unbeknownst to many, Domino’s is an amazingly forward looking company. While other brands like Polaroid or Blockbuster have run into a bit of a complacency trap (thinking that what brought them success would also assure them sustainability), Domino’s restlessly agitates their industry by rethinking their product and their delivery platform.
Heart of the Customer
AUGUST 29, 2016
In every customer journey, some interactions matter more than others. There are certain moments that cause customers to leave you, some that potentially lead to stronger engagement, and some that cause a customer to be much more expensive to serve. We call these key interactions a “Moment of Truth,” and it is one of the […]. The post Your Moment of Truth appeared first on Heart of the Customer.
CSM Magazine
AUGUST 29, 2016
Raising your blood pressure is not generally viewed as a good thing – but there is one area I know you will be happy to see it go up a bit on a regular basis. It all depends on which side of the 20/5 rule you are sitting on. The 20/5 Rule is simple to understand and everyone instinctively knows it to be true. It focuses on what people talk about – what they tell others about you.
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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Genroe
AUGUST 30, 2016
Providing really effective customer service doesn’t have to be difficult. Like most things in life it abides by the famous 80/20 rule: 80% of the value can be delivered with 20% of the work. The problem is that most organisations don’t know which is the right 20% so they can’t deliver it effectively. Over the […].
Myra Golden
AUGUST 27, 2016
Thanks to the Internet and social media, customers are more savvy now than ever before. Although this sounds like a good thing, the net result is an increase in stress for customer service professionals. According to Newsweek magazine, the stress level of customer service representatives is comparable to that of air-traffic controllers and police officers.
Think Customers
AUGUST 29, 2016
Rising consumer expectations and declining customer experiences are a frustrating combination for businesses. . There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Experience Matters
SEPTEMBER 1, 2016
Last year, Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 5th and we’re planning another exciting celebration. Temkin Group has labelled 2016 The Year of the Emotion for customer experience. As you’ll see below, we’re continuing that theme in our CX Day plans: Thought leadership video: Bruce will interview renowned author and thought […].
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
Storyminers
AUGUST 30, 2016
Every once in a while, you come across a customer experience that just stands out for being so good. That happened to me as a consumer this summer and I wanted to share it with you. My 14-year-old daughter is in her first year of high school in an IB (international baccalaureate) program. Her summer work included brushing up on her Spanish. We ordered the suggested textbook and companion listening exercises workbook from a third-party book reseller.
Myra Golden
AUGUST 27, 2016
Thanks to the Internet and social media, customers are more savvy now than ever before. Although this sounds like a good thing, the net result is an increase in stress for customer service professionals. According to Newsweek magazine, the stress level of customer service representatives is comparable to that of air-traffic controllers and police officers.
NICE inContact
AUGUST 30, 2016
This year’s inContact User Conference (ICUC) is almost one month away and we want to prepare you for the extensive learning opportunities, networking and fun that are about to take place! ICUC is consistently an industry standout and this year is no exception. The lineup of distinguished speakers, exceptional training sessions, and hands-on workshops will provide you with instrumental tools to lead your organization into the future.
Kayako
SEPTEMBER 1, 2016
The concept of collaboration is easily dismissed as a soft goal. Something that’s “nice to have” in team dynamics, but rarely considered critical to the bottom line. When we launched the new Kayako in July, we aimed to reverse that type of thinking. That’s why we introduced collaborators as a user role in Kayako—to help our customers work better together and break down silos between their teams.
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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,
Storyminers
AUGUST 30, 2016
Every once in a while, you come across a customer experience that just stands out for being so good. That happened to me as a consumer this summer and I wanted to share it with you. My 14-year-old daughter is in her first year of high school in an IB (international baccalaureate) program. Her summer work included brushing up on her Spanish. We ordered the suggested textbook and companion listening exercises workbook from a third-party book reseller.
Experience Matters
AUGUST 30, 2016
In a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success. That’s why organizations must shift to what I’m calling Modernize Leadership. I’m writing individual posts for each of the eight key changes required to modernize leadership.
Myra Golden
AUGUST 29, 2016
If you work in customer service, effective complaint handling is crucial. One poorly handled problem or complaint can send a customer running for the competition. Consider the following: A customer who goes to the effort to complain, but remains dissatisfied is usually 50% less loyal than someone who did not bother to complain. Research by TARP has found that if a complaint handling system is poor, it will further alienate the customer , resulting in lower repurchase rates.
CSM Magazine
AUGUST 29, 2016
Are you rewarding your team only for speedy transactions, or are they also being rewarded for building relationships? Learn how the little things you say or don’t say can either help you keep or lose a customer. Two Weeks Early. My father worked two jobs most of his life to support my four siblings and me. So he was very proud when he was able to buy a small house for us in St.
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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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