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.

2017 189

2017 Retail Webinar Customer Journey Mapping 189

Experience Investigators by 360Connext

AUGUST 9, 2017

I’m getting calls from very well-meaning business leaders lately. They are well-versed in many areas of business. Perhaps they were in marketing, or technology or operations. Or maybe they were responsible for the learning and development of thousands of employees. They have credentials and experience and are viewed as leaders of change in their organizations.

2017 181

2017 Customer Journey Mapping Workshop Airlines 181

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. General

2017 200

2017 Loyalty Download Books 200

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.

2017 149

2017 Marketing Customer Experience Advertising 149

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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.

2017 149

2017 Customer Journey Mapping Insights Customer Journey 149

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

2017 200

2017 Loyalty Download Books 200

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.

Chief Customer Officer 137

Chief Customer Officer 2017 Innovation Banking 137

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? Articles

2017 195

2017 Customer Satisfaction Loyalty Customer Success 195

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.

E Commerce 104

E Commerce 2017 Consumers 2012 104

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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.

2017 90

2017 Engagement Customer Experience Presentation 90

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.

2017 103

2017 Blog Net Promoter Score Hospitality 103

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? Articles

2017 150

2017 Customer Satisfaction Loyalty Customer Success 150

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.

2017 103

2017 B2B Marketing Webinar 103

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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 […]. The post 4 Steps to Make Your Net Promoter® and CX Program Truly Global appeared first on CustomerGauge.

2017 84

2017 Net Promoter Score Customer Centricity Article 84

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. What happens when something happens that is outside of the parameters of the training your employees have received?

2017 90

2017 Customer Focused Customer Service Training Information 90

Customers That Stick

AUGUST 7, 2017

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. customer-loyalty

2017 79

2017 Customer Retention Customers Loyalty 79

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’. But it’s not all bad news.

2017 68

2017 Communication Entertainment Article 68

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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.

2017 95

2017 Advertising Marketing Social Media 95

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.

2017 89

2017 Contact Center Call Center Connections 89

Experience Matters

AUGUST 7, 2017

We just published a Temkin Group report, Infusing Culture Throughout The New Employee Journey. Here’s the executive summary: A company’s culture reflects the attitudes and behaviors of its employees and influences almost every aspect of the employee journey and experience. However, despite its importance, many companies fail to orient new employees to their culture during onboarding.

2017 58

2017 Customer Experience Culture Connections 58

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.

2017 63

2017 Culture Leadership ROI 63

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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.

2017 61

2017 Customer Service 2020 Omnichannel 61

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.

2017 89

2017 Contact Center Call Center Connections 89

NICE inContact

AUGUST 9, 2017

I am, by definition, part of the Millennial Generation, although I’m nearly as old as someone can be while still being lumped in with these young whippersnappers. Nonetheless I do relate to a lot of the stereotypes associated with my generation, although I don’t remember getting a trophy when we lost, I think that must have started later. I bought my first cell phone in the year 2000, it was a Nokia 5110 which is the phone that everyone had at the time.

2017 58

2017 Multi-Channel 2016 Social Media 58

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.

2017 60

2017 Culture Leadership ROI 60

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