Alida
APRIL 7, 2016
Jon Reed, the co-founder of the website diginomica , is sick and tired of surveys. “Every customer interaction, no matter how trivial, triggers a survey,” he grumbles in a recently published article. “If my toothpaste company knew when I finished brushing, they would send me a freaking survey.”. Indeed, as Reed’s headline proclaims , “ The survey epidemic is upon us—and something must be done.”.
Experience Investigators by 360Connext
APRIL 6, 2016
“Say please!” I say this to my children in a nearly constant refrain. Actually, now that they are pretty good about manners, I typically just give them a Mom glare and the polite words fall out of their mouths. But they have also learned that these words matter not because of the words themselves, but […]. The post Do Your Communication Tactics Undermine Your Intentions?
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Customer Bliss
APRIL 5, 2016
When working with companies on developing customer-focused growth cultures, I often get asked about this idea of a company core values list. It seems that every company has a core values list, but oftentimes the words used are similar — and they can be words that mean many different things to different people. Does a company core values list even matter, then?
Beyond Philosophy
APRIL 7, 2016
I appreciate this is a controversial title – but let me explain! Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. This whole line of thinking started last June with the American Customer Satisfaction Index (ACSI) score.
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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.
Win the Customer
APRIL 4, 2016
Smart companies engage in a variety of feedback methods to get at the heart of how their business is performing. As feedback comes in, these businesses begin to gain a clearer sense of what they are doing right and what they are doing wrong. Without feedback, a company is left guessing as to how their performance is progressing. This is a major problem for a lot of companies in the area of customer satisfaction.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customer Bliss
APRIL 7, 2016
Tim Calkins, a marketing professor at Northwestern’s Kellogg School of Management, wrote an article in early 2016 entitled “Nobody Asked For Uber.” I’m actually not a huge fan of Uber from a customer standpoint, and I’ll be blogging about that in the next week or so — but it is hard to argue with their unicorn status or growth model, even if you think it might not necessarily last because of some issues they’re having on the customer front.
Beyond Philosophy
APRIL 4, 2016
According to recent social science research, powerful people and leaders can fail as they will not collaborate. NPR had a recent broadcast on this concept. Researcher Angus Hildreth and Professor Cameron Anderson from UC Berkeley’s Haas School of Business, concluded that often when these powerful people get together they have to decide who is in charge.
Think Customers
APRIL 4, 2016
The customer journey today follows a winding path across devices, channels, and between the physical and digital realms, making the job of customer experience leaders tough. Following a customer's path is one thing. Predicting it is yet another. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Joe Rawlinson
APRIL 6, 2016
Your customer has a question, but wait – the customer service guy had to leave early today. The whole team has a summer outing. It’s after hours, they’re all asleep. But the customer’s inquiry is urgent. The customer is waiting. What do you do? Your company may have a designated customer service team tasked with responding to customer inquiries and solving customer-related complaints.
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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
Steve DiGioia
APRIL 7, 2016
guest post by Lynn Macfarlane This original article was written by Steve DiGioia. Today’s guest post is by Lynn Macfarlane. Early on in my recruitment career I was provided with leads to generate business but I knew at some stage I would need to get away from the telephone and the cold-calling monster and do what others were not doing, i.e. knock on doors and make face to face introductions.
Beyond Philosophy
APRIL 3, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. This is extremely important, because it speaks to how more progressive companies endeavor to make experiences less painful, if not more fulfilling and memorable.
Think Customers
APRIL 8, 2016
Engaging with customers today has never been so convoluted. With multiple paths to purchase across myriad channels and devices, understanding the 'when,' 'how,' and 'why' of moving customers from point A to point B has become ever so critical. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
ijgolding
APRIL 4, 2016
I recently conducted an interview with ReachForce on the subject of ‘using data to improve Customer Experience’ – here is what I had to say… How did you become so passionate about customer experience management? In reality, I think I must have been born with a passion for CX! Apart from it being in my genes…. my very makeup, my evolution into the CX Specialist that I am now started at the end of the 90s.
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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Customer Enthusiast
APRIL 7, 2016
The French term “esprit de corps” means a feeling of pride, fellowship, and common loyalty shared by members of a particular group. I’ve been thinking a lot about this lately, partly because my 12-year-old son, Cooper, is immersed in the throes of spring basketball. The team he is on presently is coached by four outstanding coaches, one of whom is a former Division 1 student-athlete and a retired NFL linebacker.
Beyond Philosophy
APRIL 3, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. This is extremely important, because it speaks to how more progressive companies endeavor to make experiences less painful, if not more fulfilling and memorable.
Calabrio
APRIL 5, 2016
Many of us rely on GPS navigation while driving to avoid getting lost on our way to a destination. However, a good GPS isn’t static; it will offer up alternate routes depending on things like traffic and road closures. Essentially, it knows that there is never just one way to get somewhere and it adjusts its strategy accordingly. In the same way, customers choose to use different channels to meet specific needs they have (conflict avoidance, convenience, speed/immediacy, etc.), just like GPS sys
Amity
APRIL 7, 2016
In today’s world, there are people who see Kanye West as the messiah he himself thinks he is. These are the people who actually believe that he is the greatest artist that has ever lived, a man who puts the likes of Michelangelo, J.S. Bach and T.S. Eliot to shame. And then there are those who think he is nothing but a silly hip hop artist with a few decent songs under his belt.
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
Tricia Morris
APRIL 8, 2016
As any brand or organization that’s implemented a customer self-service offering knows, build it and they will come. But will they be pleased when they get there? Satisfied when they leave? Forrester estimates that an average of $22 million is spent annually in unnecessary service costs due to channel escalation – and this is in the retail industry alone.
Beyond Philosophy
APRIL 6, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Marketers are always looking to optimize their perceived customer value proposition, and to improve the elements of transactional and relationship experiences needed to deliver that value. What competitors are doing always comes into the dialogue, and companies must be aware of how the value offered and the communication tools used by competitors in the marketplace impacts their own performance.
Think Customers
APRIL 5, 2016
More flights are arriving on time while airlines are losing fewer bags and fewer passengers are getting bumped from flights. Yet customer complaints are at their highest levels since 2001, according to the 2016 Airline Quality Rating report. The report, released on April 4, found that while the percentage of flights that arrived on time in 2015 rose from 76.2 percent in 2014 to 79.9 percent last year, customers were most frustrated with problem flights, including cancellations and delays.
Natalie Petouhof
APRIL 7, 2016
Tweet It’s just not true. Customer self-service is one of the key capabilities of any company that actually cares about their customers. Companies contemplating a self-service customer care solution to support digital customer experiences should consider the following five steps: 1. Anticipate Requirements for a Digital Business Model. As organizations make. the shift to a post-sale, on-demand, attention economy, organizations must start supporting self-service for post-sale scenarios.
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Customer Enthusiast
APRIL 5, 2016
My customer service philosophy is predicated on the truth that exceptional customer service is always voluntary. Employees don’t have to deliver it, and most don’t. But what do employees have to do? They have to execute mandatory, assigned job functions (duties & tasks associate with their job roles). Employees must possess adequate job knowledge and demonstrate sufficient job skills in order to reliably execute a series of assigned transactions.
Beyond Philosophy
APRIL 7, 2016
I appreciate this is a controversial title – but let me explain! Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. This whole line of thinking started last June with the American Customer Satisfaction Index (ACSI) score.
Eptica
APRIL 8, 2016
Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. Author: Robin Tandon Technology has the power to transform how we communicate with each other, and has made huge advances over the last twenty years. We’ve seen the growth of email , the rise of social media and the emergence of web chat all provide new ways to interact with friends, families and organizations.
CX Journey
APRIL 7, 2016
Image courtesy of lpk90901 Today I'm pleased to share a guest post authored by Jochen Wirtz and Ron Kaufman. Ron and I have been working on this topic for many years and are happy to report that the April issue of Harvard Business Review picked up our ideas and published a short piece in the Idea Watch section in the April 2016 issue. In this post, we summarize this article and add insights for service leaders and practitioners who would like to know more.
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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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