Experience Investigators by 360Connext

JUNE 9, 2015

Gartner released research that showed by 2016 that 89% of companies will compete mainly on the customer experience they provide. To demonstrate how the experience has grown in importance, that number was 34% back in 2011. The challenge for today’s business is how to differentiate the experience they provide and stand out in a sea of sameness. The ultimate goal is to win customers and maximize their lifetime value.

Customer Experience 292

Customer Experience Net Promoter Score Hotels 2011 292

Customer Bliss

JUNE 11, 2015

Managing customers as assets is about simple customer math: Incoming Customers minus Outgoing Customers = Net Growth or Loss. It’s the first step to “customer experience reliability,” so how well does your company do it? Rather than talking about customer retention, begin talking about these numbers: Incoming customers. Outgoing customers. Net growth (or loss) of customer asset in the selected period (Incoming Customers minus Outgoing Customers = Net Growth or Loss).

Customer Experience 207

Customer Experience Definition Customer Retention Customers 207

Beyond Philosophy

JUNE 12, 2015

With all the focus on Customer Experience over the years, and the increasing resource that organizations have put into improving the Customer Experience, what have been the results? Trend #1: Is it really getting that much better? The American Customer Satisfaction Index (ACSI) uses an overall U.S. Customer satisfaction score as an indicator of the health of the economy.

Net Promoter Score 137

Net Promoter Score Customer Experience 2015 2013 137

Win the Customer

JUNE 8, 2015

The call center is evolving. To compete, companies invest in better call center experiences, the right service processes, and system optimization tools. Did you know that almost one in every 25 jobs in the US is within the contact center industry? Pretty thought provoking, huh? But just what does the future hold for the people, […].

Call Center 143

Call Center Customer Service Contact Center Customers 143

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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.

Customers

Experience Investigators by 360Connext

JUNE 8, 2015

Organizations long for brand advocates. Advocates love their products, provide valuable feedback, and want to spread the news about their favorite company to others! Yet many companies don’t really do much for or with the advocates they have. I myself have been invited into special VIP or customer councils that do little else except flood my inbox!

Marketing 279

Marketing Social Media Loyalty Consulting 279

ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis. Over the years I have had the pleasure of meeting and working with a large number of CXPs.

Customer Experience Professionals 119

Customer Experience Professionals Leadership Customer Experience Customer Centricity 119

Win the Customer

JUNE 10, 2015

Customer service is the backbone of most businesses, and while we can spend hours pouring over how to deal with difficult customers and how to win mainstream fandom of others; we often don’t take into account a huge factor of “service with a smile–” ourselves. While the strongest trees in the forest are those who […].

Customers 132

Customers Customer Service Call Center Communication 132

Experience Investigators by 360Connext

JUNE 11, 2015

Ever walk in on a couple who is in the middle of a fight? It’s human to want to back away slowly, hoping they don’t see you. It’s awkward and uncomfortable. We don’t like it. Organizational culture can reveal itself to customers in the same awkward and uncomfortable way. If your culture is toxic, that toxicity permeates through to every interaction a customer may have.

Culture 279

Culture Leadership Social Media Consulting 279

Customer Bliss

JUNE 9, 2015

By suspending fear and taking a leap of faith that customers get that we are human and mistakes sometimes happen, beloved companies solve the problem. They repair the connection and earn the right to grow. Read More: Accept Accountability when Things Go Wrong. The Apology Peace Process – Five Actions to Take when Things Go Wrong.

Connections 152

Connections Customers Culture Customer Experience 152

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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

Retail

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers. Some companies reach this goal through superior value delivery, built on quality products and services and positive, consistent customer experiences.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

PeopleMetrics

JUNE 12, 2015

In customer experience management, we use transactional surveys to guide actions for customer centricity. So for example, after you stay at a hotel, you might take a survey about your stay. If you note that the mattress was “lumpy,” and the man at the front desk “dumpy,” then the hotel can take appropriate actions to address your rhyming complaints.

Customer Centricity 115

Customer Centricity Hotels Competitive Advantage Customers 115

Experience Matters

JUNE 11, 2015

Walmart recently announced that it plans to raise wages for more than 100,000 of its managers and employees in specialized departments. Why would the “everyday low prices” retailer add a ton of new costs to its ongoing operations? I want to explore a hypothesis that this move will actually lower Walmart’s long-term costs. I know it sounds counter-intuitive; how do you lower costs by spending more?

Financial 121

Financial Retail Engagement Management 121

ClearAction

JUNE 8, 2015

Creating World-Class Customer Experience Teams. In sports, a great deal of thought goes into creating winning teams. Choosing the right players, getting everyone on the same page, practicing hand-offs and executing a clever playbook are how winning sports teams are created. In a recent #CXO tweet chat these same success factors were discussed as they apply to customer experience teams.

Customer Experience 94

Customer Experience Sports Chief Customer Officer Customer Centricity 94

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

Beyond Philosophy

JUNE 11, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. …just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Several years ago, one executive of a game design firm defined gamification as “a loyalty program on steroids, functional software that looks and plays like a game and a real world activity with feedback an

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

Think Customers

JUNE 11, 2015

The way we communicate is rapidly changing. Texting is becoming the preferred means of mobile conversation and some companies are abandoning voice mail. Organizations are under pressure to keep up with these changes while also providing fast and reliable service across multiple channels. And while progress is being made in understanding customer needs through speech analytics and other solutions, many organizations still struggle to close the gap between consumer expectations and services.

Customer Service 100

Customer Service Blog Customers Consumers 100

ENGAGE.cx

JUNE 9, 2015

Last month, noted retail analyst James Tenser got a lot of attention for a blog post he wrote titled, “The Store is Dead! Long Live the Store!” In that post, Tenser noted that “the distinction between online and offline retail sales grows blurrier by the minute, as shoppers meld their consideration and purchasing behaviors into an “all-line” shopping continuum that spans brick, web, and mobile.”.

Customer Experience 91

Customer Experience Retail Consumers Customer Journey 91

Maz Iqbal

JUNE 8, 2015

Is the access to building meaningful relationships with customers merely a matter of improving the customer’s experience of your organisation by making it easy for the customer to do business with you? The temptation to orient oneself this way and thus the pull of approaching the matter of customer loyalty as an engineer / economist … Continue reading Cultivating Goodwill Involves More Than Reducing Customer Effort.

Loyalty 92

Loyalty Customers Customer Experience 92

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

Natalie Petouhof

JUNE 7, 2015

Tweet We just finished some new research that shows the correlation to customer experience and commerce / revenue. Below are some of the highlights of the research and a link to a snapshot of the paper is here. The Four Factors that Drive Superior Customer Experience Engagement. 1. Know who the most profitable customers are online. Stat: Only 52 percent of U.S. and 53 percent of U.K. brands were very effective in knowing who their most profitable customers are.

Customer Experience 85

Customer Experience Return on Investment Social Media Reference 85

Think Customers

JUNE 9, 2015

When companies first began attempts to map the customer journey, it often involved a rudimentary arrangement of Post-it notes or other unsophisticated steps to chart the customer's end-to-end path to purchase or mission to resolve a product or service issue. Customer journey mapping efforts have become considerably more mature over the past year or two as decision-makers are placing greater focus on understanding the types of experiences customers want as a means of attracting and retaining cust

Customer Journey Mapping 92

Customer Journey Mapping Customer Journey Omnichannel Blog 92

Experience Matters

JUNE 8, 2015

In the recent report, The State of CX Management, 2015 , we examined how survey respondents from firms with $500 million or more in revenues classified their corporate culture. As you can see below, almost half selected either profit- or sales-centric. Profit-centric (Generating profits come first): 28%. Sales-centric (Generating sales comes first): 20%.

2015 110

2015 Culture Customer Centricity Sales 110

Tricia Morris

JUNE 11, 2015

NOTE: The following is a guest post from Sonoma Partners , a gold-level Microsoft Dynamics CRM partner. Sonoma Partners specializes in building custom Dynamics CRM solutions for Accounting, Consulting, and A/E/C firms. One of the mega-trends we’re seeing in our work with professional services firms is the push towards customer self-service portals. This focus on improved customer experience helps proserv firms differentiate themselves from their competition, while simultaneously helping them bui

E-support 78

E-support Consulting Management Customer Experience 78

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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,

Measurement

Myra Golden

JUNE 12, 2015

In March I facilitated a 2-day Soft Skills training for more than a hundred people for a client in South Dakota. Do you know how hard one must work to keep 100 people fully engaged for 2 full days? Hard. You have to work hard. And creatively. Of course, one must have endless energy too. Fortunately I am anointed to engage audiences with boundless energy and stories.

Customer Service Training 74

Customer Service Training Poor Customer Service Presentation Consulting 74

Think Customers

JUNE 8, 2015

In a world where consumers are being bombarded with thousands of marketing messages each year, it's easy for consumers to fall victim to information overload and for marketers to confuse the decision-making process for consumers. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Consumers 84

Consumers Blog Marketing Information 84

Forrester

JUNE 12, 2015

Parrish Hanna is the global director for human machine interface at Ford Motor Company. Parrish and his team guide the design and development of the Interior Interactive Experiences for all Ford and Lincoln vehicles. Through the synthesis of emerging technologies, consumer understanding, and thoughtful physical and digital design, they ensure clarity, ease of use, meaning, value and safety.

Automotive 103

Automotive 2015 Retail Measurement 103

Natalie Petouhof

JUNE 9, 2015

Tweet In this new report we look at some of the key concepts for defining the elements required for superb experience management in the digital business disruption era. Clients can use document as a source for planning and work closely with both the business and technical teams to ensure success to deliver on the brand’s promise. It is especially important as the shift to digital marketing and commerce as well as mobile interactions brings a massive transformation to how brands and organizations

Management 68

Management Multi-Channel Competitive Advantage Customer Relationship Management 68

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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.

Customer Engagement