InMoment XI
MARCH 12, 2020
This article was originally published here. Compelling Experiences Require Leadership to Focus Job No. 1 for CEOs today is ensuring the company delivers a compelling customer experience. This laser sharp focus on the total experience must span the entire demand and supply chain and incorporate every aspect of how products and services are designed, priced, View Article.
Customer Bliss
MARCH 12, 2020
To build support and consensus around the practice of customer experience, I often tell my coaching clients that the very first thing that you must do is: you’ve got to ring the money bell. Recognize that, at the end of the day, we are all here to grow our business—and that’s what your C-Suite cares about. Leaders should do the following three things when you take on the responsibilities of a chief customer officer or head of customer experience.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Beyond Philosophy
MARCH 10, 2020
Have you ever made a snap judgment about another person only to discover you were wrong? I have. Psychologists call this a Fundamental Attribution Error (FAE), and it can wreak havoc on your customer-driven growth. . We explored FAEs in our latest podcast and the effect they can have on your Customer Experience outcome. We also discussed why recognizing them is essential to your bottom line and some steps you can take to prevent them. .
CX Accelerator
MARCH 9, 2020
Author: Erica Marois Have you ever found yourself in a situation where you didn’t feel like you belonged? Perhaps you’ve felt this way in a work setting. Maybe you’ve been sitting at a boardroom table feeling unprepared, overwhelmed, and out of your league. Or perhaps you’ve just started a new job, and you’re second-guessing that you can do the work.
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.
InMoment XI
MARCH 13, 2020
This article was originally published by Inmoment. Putting Customers and Businesses at Ease We’re getting lots of emails these days from airlines, restaurants, schools, and grocery stores—and they’re not survey invitations! Rather, these messages are about what these organizations are doing to prevent the spread of the coronavirus (and how they can attempt to put.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
MARCH 10, 2020
Customer experience solutions are readily available these days. . There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. There are data sets and analytics and pivot tables, oh my! . The real challenge in any customer experience scenario is the cold, hard fact that your customers are…human.
CX Accelerator
MARCH 9, 2020
Author: Erica Marois Have you ever found yourself in a situation where you didn’t feel like you belonged? Perhaps you’ve felt this way in a work setting. Maybe you’ve been sitting at a boardroom table feeling unprepared, overwhelmed, and out of your league. Or perhaps you’ve just started a new job, and you’re second-guessing that you can do the work.
InMoment XI
MARCH 12, 2020
The Role of Artificial Intelligence in Customer Experiences It’s 2020, and most will admit we aren’t where some scientists and experts thought we would be when it comes to flying cars, teleportation, time travel, and other futuristic concepts. But the technology and computer capabilities we have today are light-years ahead of where we were even. View Article.
Steve DiGioia
MARCH 9, 2020
Reevaluation. It’s a tried and true method to improve your customer service. But how many use this often enough to benefit from its findings? Good question. Sure, each business is different and with specific challenges to be addressed, so the important thing is that you start finding tactics that can make a difference in your business and put them to use right away.
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
Totango
MARCH 10, 2020
Happiness is a measurable outcome. It is revealed in actions, repeated behaviors, and attitudes. In the case of your customers, it’s most evident in their loyalty. Happy customers stay, unhappy customers leave. Since enduring customer loyalty generates repeat renewals that are the lifeblood of subscription services, it’s critical to keep customers happy.
Customers That Stick
MARCH 13, 2020
Customer service is not necessarily a natural skill set and there are a host of techniques that must be trained and then made into habit for people to succeed with customers. Companies that have true customer-centric cultures, that are known for their customer experience, train their employees not only on the operational aspects of the job, such as how to use a computer, but on what we call soft skills, how to work with customers.
InMoment XI
MARCH 10, 2020
Click here to read the original article. The relationships between customers and brands form the core of business success. How well are brands interacting with customers? Are they listening to customer feedback across various engagement channels to improve experiences? Sure, product matters, but today’s experience economy with a high degree of product parity, customers are.
Oracle
MARCH 13, 2020
The world of SEO, or Search Engine Optimization, is ever changing — and can be somewhat mysterious. As Google and other search engines evolve their algorithms and implement nuances, such as Google’s introduction of BERT , and consumer behaviors evolve from mobile search to voice search and beyond, marketers and customer experience practitioners can find it challenging to keep up.
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)
ShepHyken
MARCH 11, 2020
Every company wants to have good employees. More importantly, they also want the right employees. There’s a difference. The smartest person in the world may not end up being a good cultural fit for a company. Every company has a personality, and the people they hire must possess the right skills, character and behaviors to fit in. This differs from company to company, so what works for one may not work for another.
Customers That Stick
MARCH 12, 2020
In this One Win Book Review, we take a look at The Meditations of Marcus Aurelius. Check out the video below to hear Adam’s one win that you can take away from The Meditations of Marcus Aurelius to improve your organization’s customer experience and customer service. About The Meditations of Marcus Aurelius. FROM THE PUBLISHER: One of the world’s most famous and influential books, Meditations, by the Roman emperor Marcus Aurelius (A.D. 121–180), incorporates the stoic precepts
InMoment XI
MARCH 9, 2020
Improve Your CX Program with Innovative AI Technology Imagine if you could predict a customer’s satisfaction score without them ever taking a survey. Or if you could automatically identify patterns in data and take action immediately. The good news is, both things are entirely possible with the help of Artificial Intelligence! Mark your calendar for.
inmoment
MARCH 12, 2020
We’re getting lots of emails these days from airlines, restaurants, schools, and grocery stores—and they’re not survey invitations! Rather, these messages are about what these organizations are doing to prevent the spread of the coronavirus (and how they can attempt to put their customers at ease during this pandemic). As CX professionals, we help our clients leverage our technology to garner insights they can use to drive business outcomes.
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
Daniel Group
MARCH 13, 2020
Does your customer experience strategy for selling capital goods address the most significant NPS® components? Pricing? Delivery? Knowledge and professionalism? Or Ease of doing business? Our research now reveals how all these factors come together to create a great, mediocre, or bad experience. By the way, pricing and even delivery are not the things that most impact NPS®.
ClientSuccess
MARCH 9, 2020
When many of us in the business world (yes, even those of us in customer-facing roles) hear the phrases ‘Customer Success’ and ‘Customer Experience’, we often think of them as interchangeable. After all, don’t they both deal with engaging customers? As modern SaaS customers have changed and grown more complex over the last few years, the roles of customer success and customer experience have also changed.
One Millimeter Mindset
MARCH 10, 2020
Are you a confident remote storyteller? Regardless of your professional discipline, our messaging, information and stories need to become robust. No matter where, and when, we have opportunities to communicate with each other. Now, remote virtual communication is hardly a novel concept in today’s digitally-connected workplace. However, plenty of businesses remain ill-equipped to have anything other than in-person, face-to-face conversations.
ShepHyken
MARCH 9, 2020
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. (SmarterCX) The chatbot age is here.
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,
Heart of the Customer
MARCH 13, 2020
The jolt that nations, and communities, all over the world have experienced in the past few weeks due to the relentless spread of COVID-19 is enough to induce whiplash. While the situation is extremely fluid, all signs point to it getting a lot worse in the U.S. before it gets better. I’m not going to […]. The post CX Pros: Help Your Company & Your Customers Deal With COVID-19 appeared first on Heart of the Customer.
Beyond Philosophy
MARCH 7, 2020
We all misjudge other people’s motivations at times. The academic term for it is a Fundamental Attribution Error (FAE). An FAE describes how we misinterpret our limitations and the motivations of others and how we mistakenly attribute successes and failures for ourselves and others. This episode of The Intuitive Customer explores FAEs’ effects on customer-driven growth.
One Millimeter Mindset
MARCH 12, 2020
Do you tell stories people really need to hear? About the stuff they really need to know. If you answer “Yes” to this question, the stories you tell always remain the same. And, clients and employees trust you to have their backs over the long haul. Or, are you telling stories you think people want to hear? So they do not quit their jobs. Or, they retain their account with you, re-hire you, renew your service contract?
Customer Enthusiast
MARCH 11, 2020
By now, most of us have been impacted in some way by Coronavirus Disease 2019 (COVID-19). I worked in Boston last week where I met a fellow hotel guest in the elevator. Upon detecting an accent, I asked where he was from. He said, “I work in Hong Kong, but live in Italy…” immediately adding, […]. The post In times of crisis, let values be your guide appeared first on Steven Curtin.
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.
451 
Let's personalize your content