Experience Investigators by 360Connext
DECEMBER 23, 2015
There’s a reason we all love The Onion, America’s finest parody news source. The Onion, with their satirical and sometimes silly headlines and articles, reflect back the world many of us are seeing. In 2015, The Onion showcased customer service (and lack thereof) many times. These 5 headlines really tell the truth about what customers […].
Customer Bliss
DECEMBER 22, 2015
A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Sustainable transformation will only occur when this work goes beyond project plans and status updates, and is grounded in caring about customers’ lives.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Beyond Philosophy
DECEMBER 22, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. As they are gathering information to help in day-to-day brand decision-making, consumers want, crave, desire, seek, and value content from marketers – as long as it is reasonably altruistic, informative and objective, and minimizes the ‘look of sponsorship’ and the three most readily identifiable sales ‘P’s’: push, pitch, and puff.
Win the Customer
DECEMBER 24, 2015
The final two months of the year can represent up to 40% of overall sales for the year for some companies, making the holiday season a critical time of the year especially for consumer-focused organizations. Getting the biggest impact during this unique time of the year requires that all customer-impacting teams in an organization are working at their very best.
Advertisement
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.
Experience Matters
DECEMBER 22, 2015
We published a Temkin Group report, The State of CX Metrics, 2015. This is the fifth year of this study that examines the CX metrics efforts within large companies. Here’s the executive summary: Temkin Group surveyed nearly 200 large companies to learn about how they use customer experience (CX) metrics, and we then compared their answers with similar studies we’ve conducted every year since 2011.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
DECEMBER 23, 2015
Social media is a psychological bid to get your attention. Getting it can be tough, but when you know how people make decisions and how that affects their behavior on social media, getting people’s attention gets much easier. And in nearly every situation the answer to what is driving behavior is emotions. Canva.com had an interesting blog post that addressed these emotional responses.
Win the Customer
DECEMBER 24, 2015
When customer service schedules become tricky and the pace of the job demanding, training too often becomes an afterthought leading to lower levels of customer satisfaction. New hires can most definitely be a great addition for any business. And in the world of call centers, agent training is perhaps the most critical aspect in the business seeing as call center outsourcing are recognized to be spot on and fast paced.
Think Customers
DECEMBER 22, 2015
Peace on Earth and goodwill toward man--admirable concepts, particularly at this time of year, but still considerably lacking among the general public as of late. You see, 'commercialism' has become the C-word that defines the season, not 'Christmas' or 'Chanukah' even, putting the focus on 'me' ahead of 'we' more and more each year. Thus, as shoppers make their final purchases and travelers embark upon their journey home, we must take some time to assess how our self-involved behaviors impact t
Eptica
DECEMBER 23, 2015
Date: Wednesday, December 23, 2015 How customer service techniques can ensure a stress-free Christmas. Published on: December 23, 2015. Author: Pauline Ashenden With the holidays now nearly upon us, spare a thought for customer service teams who have to keep working right up to, and through, Christmas itself. For retailers, the gap between fulfilling last minute orders and the start of the sales is now measured in hours, while consumer electronics manufacturers have to be ready to deal with any
Advertisement
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
NICE inContact
DECEMBER 21, 2015
In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience. The goal of calibrations is to ensure that everyone who is responsible for call scoring is doing it consistently and fairly.
iPerceptions
DECEMBER 22, 2015
Today customers are in control. With the rapid adoption of technology, customers now know more about your products, services and pricing than you do, and their expectations are higher than ever. In the age of the ever demanding and empowered customer, organizations need to adapt quickly to stay relevant. CMOs recognize that the customer experience is emerging as the new marketing and are turning to customer experience analytics to optimize the online experience.
Think Customers
DECEMBER 22, 2015
My colleague Anna Papachristos recently wrote an insightful article about the findings in Accenture Strategy's 2015 B2B Customer Experience report. The report underscored how despite the understanding of executives about the value that B2B customer experience initiatives can generate, the vast majority of B2B companies are missing out on revenue growth opportunities due to poor performance.
Michelli Experience
DECEMBER 23, 2015
According to Forrester Research, 93% of corporate leadership teams place customer experience improvement on their list of strategic priorities and 23% businesses have it in the number 1 position. So if you want to drive an elevated customer experience that differentiates your business from the competition, increases the loyalty of your customers, and results in more referrals, you are certainly not alone !
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.
.png)
Heart of the Customer
DECEMBER 21, 2015
The CXPA’s CX Experts all collaborated to predict what CX will be like next year, and the article they came up with is a great read to get us all excited about the future of CX in 2016. Attached is a PDF of the article—check it out! Read the PDF here. The post The Future of CX appeared first on Heart of the Customer.
Velaro
DECEMBER 22, 2015
This guest blog was written by mplcontact, a UK based contact centre solutions provider. We’ve all been there. Many a moment of business well-being has been tarnished with the news of a complaint being lodged against you by an unsatisfied customer. Sadly, complaints are almost inevitable in any customer service environment, but what sets the best from the rest is the way you respond.
Talkdesk
DECEMBER 21, 2015
“Customer experience” has become a sort of buzzword in recent years due to the modern company’s push to inspire brand loyalty. Jargon or no, customer experience is a very real thing that has been around as long as companies have. The newfound focus on the idea is creating a new breed of companies that seek to meet and exceed the needs of modern customers.
SuiteCX
DECEMBER 20, 2015
Click here to view SlideShare. As marketers, we are all focused on improving our customer experience and generating more revenue. Everyone talks about how important it is to invest in web, mobile and social media analytics. Smart marketers don’t stop there, however. 1. suitecx ©2015, suitecx Inc. November 30, 2015 Customer Experience Improvement: Finding the Right Data Strategy As marketers, we are all focused on improving our customer experience and generating more revenue.
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
Micah Solomon
DECEMBER 20, 2015
Here’s my answer to the very important question: “Who should be responsible for the customer experience at your company?” Make everyone responsible for the customer experience. Responsible for handling complaints. For suggesting improvements in your processes. For maintaining the customer-friendly processes you already have. If you don’t, you’ll find the actual responsibility for the customer experience at your company devolves quickly “no one.” This a
iPerceptions
DECEMBER 22, 2015
Today customers are in control. With the rapid adoption of technology, customers now know more about your products, services and pricing than you do, and their expectations are higher than ever. In the age of the ever demanding and empowered customer, organizations need to adapt quickly to stay relevant. CMOs recognize that the customer experience is emerging as the new marketing and are turning to customer experience analytics to optimize the online experience.
CX Journey
DECEMBER 24, 2015
Image courtesy of m.muneeb381 Do you know what customer loyalty is? When people at your company think about "customer loyalty," are they thinking about your customers' likelihood to recommend? likelihood to repurchase? likelihood to purchase additional products? How does your company define customer loyalty ? I had a situation recently that caused me to call on a provider to whom I've paid thousands and thousands of dollars by way of monthly premiums for the last 20+ years.
Strativity
DECEMBER 22, 2015
Timeless Tuesday is an opportunity to highlight classic Strativity expertise. While the methods of delivering exceptional Customer Experiences are ever-evolving, the core ideals, messages, and concepts behind them will be relevant for years to come. From Customer Experience Strategy, 2010. One Thursday, a shopper in a Pennsylvania Wal-Mart reached for her wallet and found it gone.
Advertisement
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,
News & Customer Experience
DECEMBER 21, 2015
Here some words of wisdom, heard directly on the field, that represent a direct attack against your effort to offer a superior Customer Experience to your customers. Of course, the more powerful is the one who “screams” these words in your company, the more powerful and devastating is the attack against the Customer Experience.
SuiteCX
DECEMBER 20, 2015
As marketers, we are all focused on improving our customer experience and generating more revenue. Everyone talks about how important it is to invest in web, mobile and social media analytics. Smart marketers don’t stop there, however.
Brad Cleveland Blog
DECEMBER 22, 2015
The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU). Of course, the … Continue reading → The post The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right appeared first on Brad Cleveland.
Strativity
DECEMBER 22, 2015
Timeless Tuesday is an opportunity to highlight classic Strativity expertise. While the methods of delivering exceptional Customer Experiences are ever-evolving, the core ideals, messages, and concepts behind them will be relevant for years to come. From Customer Experience Strategy, 2010. One Thursday, a shopper in a Pennsylvania Wal-Mart reached for her wallet and found it gone.
Advertisement
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.
Expert insights. Personalized for you.
154 
Let's personalize your content