InMoment XI
AUGUST 10, 2017
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Forward Our understanding that there is a connection between employee satisfaction and customer satisfaction goes back at least to the Service Profit Chain Model. We have since come to understand that the connection runs. View Article.
Alida
AUGUST 9, 2017
More than 8,300 retail stores are expected to close all over North America in the next 12 months. And yet, according to Doug Stephens , founder of the consultancy Retail Prophet, brick-and-mortar stores still have an important role in business today. The number of stores that are expected to close in the next year, according to @RetailProphet. [link] #cxblindspot pic.twitter.com/xgMHhSlcDA. — Kelvin (KC) Claveria (@kcclaveria) August 3, 2017.
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GetFeedback
AUGUST 7, 2017
Customer support and customer success both focus on driving customer satisfaction and loyalty, just in different ways. But will they be different for long?
Customer Bliss
AUGUST 8, 2017
Episode Overview. Stephen has held senior executive roles in marketing, customer growth, distribution, or product with Barclays, AMP, Frizzell, Berkeley Berry Birch, and Standard Life. The latter is the UK’s largest pensions and investment company. Stephen was there for about nine years total (4 in a CX-type senior role) but recently left — and we do cover that in the podcast.
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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, 2017
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Forward Our understanding that there is a connection between employee satisfaction and customer satisfaction goes back at least to the Service Profit Chain Model. We have since come to understand that the connection runs.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
AUGUST 9, 2017
A Canadian food chain Iq Food Co. is like most of the others. It has an assortment of food choices ranging from snacks to meals and even coffee and tea. But if you want to buy anything at their soon-to-be eleven locations, your money is no good there—quite literally. Iq Food Co. does not take cash. The restaurant’s founder Alan Bekerman said it was one less thing to think about when he made the decision back in February 2016.
GetFeedback
AUGUST 7, 2017
Customer support and customer success both focus on driving customer satisfaction and loyalty, just in different ways. But will they be different for long?
Heart of the Customer
AUGUST 7, 2017
I met Beth Berg—a customer experience researcher—at a journey mapping round table at this year’s CXPA Insight Exchange, and really enjoyed her approach. So, I invited her to get together and discuss her approach, and she agreed. First, tell us a little bit about yourself and your work. My area of expertise is bringing the […]. The post Bringing the Voice of the Customer into CX Design – and Interview with Beth Berg appeared first on Heart of the Customer.
Customer Bliss
AUGUST 10, 2017
I have a friend who works in marketing. Even though the normal way we think about marketing involves everything being branded and polished, she says — and I mostly agree — that some of the best marketing “leans into the skid.” What does that mean? Well, your brand probably isn’t perfect. It has flaws and it makes mistakes.
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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
Alida
AUGUST 10, 2017
Everyone working in customer experience (CX) wants to know if their time and resources are well spent. CX can be a messy space , full of different beliefs and potential paths to follow. At the same time, CX has to compete with other departments for resources. To earn credibility and influence in the organization and get more resources, CX departments need to prove their worth.
Joe Rawlinson
AUGUST 9, 2017
Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5 percent are delivering average service and 39.6 percent are lagging or falling behind today’s customer service trends.
Win the Customer
AUGUST 7, 2017
In today’s world, more and more small business owners are realizing that they need to develop substantive, savvy online marketing strategies. In addition to optimizing conversion rates, taking this course of action can make the brand more influential and cutting edge. Below you’ll find just five of many strategies you can implement to make your web-based efforts sophisticated and successful: Pay-Per-Click Advertising.
ShepHyken
AUGUST 11, 2017
This week we feature an article by Borge Hald who writes about the importance of being a customer obsessed company and how it is the key to success. We need to obsess about creating such an amazing customer experience that our customers will want to do business with us and nobody else. – Shep Hyken. In a recent letter to shareholders that went viral, Amazon CEO Jeff Bezos talked about customer obsession and its criticality to remaining a Day 1 company.
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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ijgolding
AUGUST 9, 2017
A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally. In other words, they ‘understand’ what CX is, but do not necessarily think that there is anything that they or their organisation need to do to continuously improve the way they manage CX and educate their people in INTE
Michel Falcon Experience
AUGUST 9, 2017
I take it that you clicked on this video because your company is using Net Promoter Score. I’m also going to assume that you spent a considerable amount of time and resources building the program, launching it and then heard crickets after you sent the survey to your customers because your response rate was low? I’m Michel Falcon and in this video, I’m going to share 5 ways to increase your response rates to 60% or greater.
Influitive
AUGUST 11, 2017
Here’s the major problem with today’s content marketing landscape: most of the time, people who write content are totally out of touch with the people who actually read the content. That is why Sujan Patel is a total breath of fresh air. He’s not afraid to get his hands dirty and find clever ways to.
ShepHyken
AUGUST 8, 2017
Gadi Shamia Discusses the Latest Trends in Customer Service and How to Create a Better Experience. How can you use technology to create a better experience for your customers? Shep Hyken interviews Gadi Shamia, COO of Talkdesk, about how you can improve your customer service. First Up: Shep Hyken’s opening comments discuss the company Talkdesk, their upcoming roadshow , and how to improve your customers’ experiences.
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
Kayako
AUGUST 10, 2017
You finally send off an email that answers all your customer’s questions. But before you can congratulate yourself with a pat on the shoulder, they’ve replied with a dozen more queries. Or even worse, they’ve – inexplicably – become angry! Don’t they understand what you meant? Don’t they get you’ve got more customers to deal with? Unfortunately, the answer to both questions is often ‘no’.
CustomerGauge
AUGUST 7, 2017
As your company grows, so does the diversity and backgrounds of your expanding customer base. Many companies struggle to adapt to a “think globally, act locally, market strategically” approach to their Net Promoter System® and customer experience (CX) program. In the article “The 10 Habits of Customer-Centric Organizations in the Age of Digital Business”, Gartner […].
Amity
AUGUST 5, 2017
When you think of company culture, what comes to mind? Free lunch, ping pong tables, onsite gym, slide in the lobby? I consider these perks, which are certainly an expression of a company’s culture, but not the actual culture in itself. So what, exactly, is company culture? I recently stumbled upon this statement , which I think captures the essence well.
ShepHyken
AUGUST 8, 2017
Gadi Shamia Discusses the Latest Trends in Customer Service and How to Create a Better Experience. How can you use technology to create a better experience for your customers? Shep Hyken interviews Gadi Shamia, COO of Talkdesk, about how you can improve your customer service. First Up: Shep Hyken’s opening comments discuss the company Talkdesk, their upcoming roadshow , and how to improve your customers’ experiences.
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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,
Bold360
AUGUST 8, 2017
62% of organizations predict that millennials will only get increasingly demanding when it comes to customer service, and 67% believe that strategic partnerships with better digital technology could help them improve their CX to get ready for this. But when it comes to an investment into the future of your business, digital marketers and business strategists need to be sure that these steps will have an impact.
Customers That Stick
AUGUST 7, 2017
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Amity
AUGUST 5, 2017
When you think of company culture, what comes to mind? Free lunch, ping pong tables, onsite gym, slide in the lobby? I consider these perks, which are certainly an expression of a company’s culture, but not the actual culture in itself. So what, exactly, is company culture? I recently stumbled upon this statement , which I think captures the essence well.
ShepHyken
AUGUST 9, 2017
Your people attend customer service training. They learn techniques and tactics on how to deal with complaining customers, angry customers or customers who just need a little support. They are taught the right answers to some difficult questions. This is what customer service training is all about. But…. What happens when something happens that is outside of the parameters of the training your employees have received?
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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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