Experience Investigators by 360Connext

NOVEMBER 2, 2015

For those of us who are sports fans (cough cough, Go Cubs!) it’s sometimes weird to hear about our beloved teams as “products.” This term is thrown around a lot by team owners who fight with cities over stadiums and parking lots. In the last few months, I’ve had the privilege of getting an up-close […]. The post Sports Lessons – How to Turn Customers into Fans appeared first on Customer Experience Consulting.

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Sports Consulting Customers Customer Experience 250

InMoment XI

NOVEMBER 4, 2015

If we want to improve the customer experience, we have to go through the customer experience. As I mentioned last week, my wife and I are in the market for a car. As the shopping saga continues, an amazing thing is happening. If you’ve been in the industry for a long time, you tend to think. View Article.

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Article Customer Experience Marketing Automotive 200

Beyond Philosophy

NOVEMBER 3, 2015

Let me set the scene. My career was plateauing. I had done well, but things had started to get a bit stale. Then, I had a meeting/interview with Neil Hobbs. Neil would have the biggest impact on my professional life. Neil had a reputation of being a tough boss. He set high standards and expected people to achieve them. He didn’t suffer fools gladly.

Leadership 154

Leadership Banking Employee Experience Loyalty 154

Customer Bliss

NOVEMBER 5, 2015

The five competencies of your customer-driven growth engine are comprised of a series of actions and decisions that impact both the operation of your business and its cultural disposition. Over time, the customer experience competencies will move from being disruptive to part of business as usual. In this evolution, leadership and employee behavior will mature from requiring facilitation to natural collaboration once skill sets have become embedded throughout the organization.

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Chief Customer Officer Leadership Culture Customers 199

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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

Win the Customer

NOVEMBER 2, 2015

In today’s customer-centric world, empathy, efficiency and sincerity in customer communications is non-negotiable. We’ve heard them all – from, “Thank you for being a valued customer” to “I understand your frustration.” Traditional, scripted support lines are not only sound inhuman, but they tend to upset customers even further.In today’s customer-centric world, support should still carry […].

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Customer Service Customer Centricity Communication Customers 137

Experience Matters

NOVEMBER 4, 2015

We just published a Temkin Group report 2015 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings. Here is the executive summary of the report: The 2015 Temkin Experience Ratings of Tech Vendors evaluates the customer experience of 62 large technology vendors.

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2015 Net Promoter Score 2012 2014 113

Customers That Stick

NOVEMBER 3, 2015

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Customer Service 149

Customer Service Customers Blog 149

Win the Customer

NOVEMBER 5, 2015

Millennials and Alphas are beginning enter into they period buying power. From boomers to alphas, the changing customer base signals the need for business owners to adapt and implement new marketing strategies. Over the last century, statisticians and researchers have organized age groups into cohorts that seem to carry buying and value trends. In population and workforce representation, […].

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Customer Base Customers Marketing Communication 124

ClearAction

NOVEMBER 3, 2015

Customer Experience for the Future: Outside-In Beyond Skin-Deep. "Outside-in" is a popular term in the customer experience field. It refers to the importance of customers' inputs as a guiding light for the inner workings of an enterprise. In the quest for "outside-in" most companies have voice of the customer programs, loyalty programs, and high-touch service.

Customer Experience 101

Customer Experience ROI Customer Experience Management Sports 101

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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

PeopleMetrics

NOVEMBER 3, 2015

When thinking about the customer experience, it’s smart to imagine it as a series of interactions. A series of tiptoe steps, taken by an individual customer, through your customer-facing people and technologies. If you think about the many ways a given customer can tiptoe through your experience, you might realize that a key element is consistency. Which is why new technologies can seem so promising.

Customer Experience 100

Customer Experience Customer Centricity Download Technology 100

Think Customers

NOVEMBER 2, 2015

In 2003 author Fred Reichheld introduced 'the ultimate question in his Harvard Business Review article "One Number You Need to Grow." Answers to the question, "What is the likelihood that you would recommend company X to a friend or colleague?" proved to be so powerful in predicting customer behavior and customer loyalty that the question became known as Net Promoter Score and served as a key growth indicator for leaders.

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Net Promoter Score 2003 NPS Loyalty 96

Steve DiGioia

NOVEMBER 2, 2015

it's really not that difficult This original article was written by Steve DiGioia. A long-term repeat customer is the goal of every business, one who continues to purchase from you time and time again. But what is it that keeps them coming back? Is it low prices, a continual stream of coupons, loyalty programs, or late night operating hours? These are all good ways to attract a customer, but are these enough reasons to gain their trust and make them truly loyal?

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Loyalty Programs Loyalty Article Customers 97

Influitive

NOVEMBER 5, 2015

From high-growth startups, to multi-national enterprises, every B2B company wants more customer referrals. Referred customers are 30% more likely to convert than leads generated through other channels , and have a 16% higher life-time value. But asking for referrals can be awkward. Even if you have an awesome product and a stellar customer experience, you may be afraid of coming off as desperate.

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Reference B2B Multi-Channel Download 96

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

ijgolding

NOVEMBER 5, 2015

Over the last few weeks, my wonderful wife Naomi and I have been having a debate about the difference between EMPATHY and SYMPATHY. Whether it be a discussion about family life or a discussion about work life, the ability to be both sympathetic and empathetic is extremely important. So what is the difference between these two words? Empathy – the ability to understand and share the feelings of another.

Travel 92

Travel Definition Airlines Customers 92

Think Customers

NOVEMBER 3, 2015

For too many years, contact center measurements have been focused on efficiency instead of customer experience. Metrics such as average handle time (AHT), number of contacts handled, average wait time, and average speed of answer have all been heavily used and tracked. And while a couple of customer-centric metrics - customer satisfaction and Net Promoter Score - have become entrenched among contact center measurements, only recently have other customer-focused measurements such as Customer Effo

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Contact Center Customer Centricity Metrics Net Promoter Score 88

CX Journey

NOVEMBER 5, 2015

Today I'm pleased to share a guest post by Denise Lee Yohn. To excel in customer experience, you can't just rely on good design and solid execution. Your customer experience shouldn't just be great -- it should also be differentiated. Customer experience has evolved just as product and service did. Time was, all you needed was a good quality product.

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Customer Experience Apparel Competitive Advantage Retail 96

Clarabridge

NOVEMBER 4, 2015

Guest blogger Kim Zieroth is the Senior Customer Loyalty Manager, Analytics, for GE Healthcare. “We wouldn’t have found this with our traditional market research.”. This is exactly the kind of thing I love to hear in my role leading the Customer Insights program for GE Healthcare. When a global product manager said those words to me recently, she meant that she would not normally have been aware of the customer feedback insights my team had provided if we were still using traditional market rese

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B2B Feedback Healthcare Definition 81

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

Heart of the Customer

NOVEMBER 4, 2015

Last week I had a computer problem that required me to contact technical support. I was sure I would have to send my computer in, but they were able to quickly solve my problem. So why was I so annoyed? And why does this matter to you? I started with phone support, but after hearing […]. The post Don’t Let Scripts Ruin a Great Customer Experience appeared first on Heart of the Customer.

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Customer Experience Customers 107

Tricia Morris

NOVEMBER 6, 2015

Government customer service continues to be plagued by shrinking budgets and staff, and increasing media coverage when things go wrong. While many agencies have been improving when it comes to customer service and satisfaction, overall public perception according to the American Customer Satisfaction Index (ACSI), continues to decline. Federal customer service scored an ACSI rating of 75 out of 100 – which is average on most grading scales – but this score is down five points from the rati

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Government Customer Service Social Media Chief Customer Officer 81

Steve DiGioia

NOVEMBER 5, 2015

Guest Post by Kate Nasser, The People Skills Coach™ This original article was written by Steve DiGioia. Today’s guest post is by Kate Nasser, The People Skills Coach™, Founder & President CAS, Inc. She uses real life stories to ignite true customer focus, and here is her story. You can’t have a discussion about customer service without customers stressing the importance of listening.

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Customer Service Hospitality Workshop Hotels 108

Clarabridge

NOVEMBER 2, 2015

Check out this month’s must-reads about customer experience from around the web. The Sentiments team has aggregated what we think are useful and engaging articles for anyone interested in understanding and improving the customer experience. Get Personal to Close the Customer Experience Gap. Make sure that marketers are not only collecting data on their customers, but using it to deliver personalized and relevant experiences.

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Loyalty Programs Social Media Loyalty Brands 73

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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

Kate Nasser

NOVEMBER 3, 2015

People Skills Shock: Leaders would your teams say people skills aren't needed because business isn't personal? The People Skills Coach™ tells how to reply. The post People Skills Shock: Leaders, Would Your Teams Ever Say This? appeared first on KateNasser.com.

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Customer Care Interaction Communication Engagement 75

CX Journey

NOVEMBER 3, 2015

Image courtesy of hattie.burgher I originally wrote today's post for Intradiem.It appeared on their blog on May 21, 2015. When we empower employees, does that impact their productivity? Employee empowerment is one of those phrases that often causes people to groan. Is it just another piece of employee lingo or a catch phrase? No, absolutely not. It's an important concept to both reducing employee effort and increasing employee engagement.

2015 71

2015 Employee Experience Loyalty Blog 71

Think Customers

NOVEMBER 5, 2015

It's no secret that presidential candidates spend massive amounts of money on political advertising. But TV commercials and billboards are no longer enough. Next year's presidential hopefuls will be facing off on a highly digital stage, giving candidates new opportunities--and challenges--to engage voters. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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2016 Advertising Blog Engagement 100

Micah Solomon

OCTOBER 31, 2015

A customer service/ customer experience initiative, whether it’s formal and designed by customer service consultants, informal (your employees design and execute the initiative entirely on their own), or follows any approach in between, can reap rewards for a company in just about any industry. The goal – what you can ultimately hope to accomplish – is to learn what your customers appreciate, tolerate, and actively dislike, and to creatively redeploy your attentio and resources in ways that h

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Consulting Customer Experience Loyalty Customers 63

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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