Sat.May 02, 2015 - Fri.May 08, 2015

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Closing the Customer Experience Gap With Mobile

Experience Investigators by 360Connext

I recently had the opportunity to attend San Diego’s Next Generation Customer Experience conference and present a session on the role of mobile in closing the gap in customer experience. The conference attracted some of the biggest names in customer centricity from all over the retail, hospitality, and financial service industries. Each of the 260 attendees was a true expert in customer experience in his or her given field and lived and breathed the customer-first mindset.

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Three Actions to Build the Front Line Customer Experience

Customer Bliss

Attitudes and actions embody what is behind beloved companies. They take what informs their personal decisions with them into business. Here are three “get real” actions to build front line relationships with customers: 1. Get rid of the jargon in how you talk to and about customers. Take Action: Practice Getting Rid of the Jargon. 2.

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Video: Why Take Your CX Program Global?

InMoment XI

In an age where automotive manufacturing is truly global, the precedent has been set to look at performance across the world to see if the customer experience is measuring up. Are KPIs being hit? Is the experience exemplary? Is it the same, regardless of market? As more manufacturers look at taking their CX program global, View Article.

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5 Tips to Turn Difficult Customers Into Brand Advocates

Win the Customer

We’re all heard the saying ‘The customer is always right’, but is that true? Well, it can’t be true because in fact the customer can often be wrong. However, what IS true is that ‘The customer is always the customer’; and regardless of the fact that he might be blatantly wrong, he is still your […].

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Listen to the Voice in your Customer’s Head

Beyond Philosophy

Why do we do what we do? The simple answer is because of our emotions. I often use the analogy in my presentations that emotions are like little voices in our heads. These little voices are in your Customers’ heads, too, and they are telling your Customers how they feel about their experience–and whether they are going to come back! Emotions are fundamental to Customer behavior in your experience, too, whether you are in business-to-consumer or business-to-business.

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Video: Why Take Your CX Program Global?

InMoment XI

In an age where automotive manufacturing is truly global, the precedent has been set to look at performance across the world to see if the customer experience is measuring up. Are KPIs being hit? Is the experience exemplary? Is it the same, regardless of market?

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The Customer Is NOT Always Right, But Is Always a Customer

Win the Customer

Is the customer always right? Does that ultimately really matter? Every business owner or company manager needs to properly understand the needs of the customer because future business depends on it. Isn’t meeting customer needs really the main factor when it comes to the success of the business? If you can’t give what customers want, why […].

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Thrivers, Survivors and Nose-Divers! How to help people BELIEVE in transforming your Customer Experience?

ijgolding

I get to experience many wonderful things plying my trade around the world. I often have to pinch myself as a reminder that the things I am seeing, touching, hearing, and smelling are real and that they are actually happening to me! Since I became an independent Customer Experience Practitioner in 2012, I have rigorously ensured that I am described as a specialist in my role – not an expert – a specialist.

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Your Customer Experience Must Save Your Customers Time

Michel Falcon Experience

If you want to deliver a strong, effortless customer experience, you should ensure that it saves your customers time.Sounds obvious, right?If so, why is it that some companies still deliver a rudimentary customer experience, and not a “blink and you’re done” process?Customer experience isn’t just about making our customers happy, although… Read More».

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The 2023 Verint Experience Index: Retail

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

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Why Take Your CX Program Global?

InMoment XI

In an age where automotive manufacturing is truly global, the precedent has been set to look at performance across the world to see if the customer experience is measuring up. Are KPIs being hit? Is the experience exemplary? Is it the same, regardless of market?

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Proactive Customer Service Leads to Improved Experience

Win the Customer

Anticipating needs, learning about the customer and listening to your employees are all keys to customer service success. Are you ready to take your customer service from reactive to proactive? Providing exceptional customer service goes beyond reducing call center wait times or diffusing conflicts with angry customers. If you’re ready to improve your customer service, […].

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Four Ways Big Data Can Improve Customer Surveys

Bob Hayes

Customer surveys remain the primary source of customer feedback for many companies, despite the growth in adoption of other customer feedback sources like social media, call center conversations and emails. Customer surveys typically contain structured questions, asking customers to rate their level of satisfaction with their experience. Two popular customer surveys are relationship and transactional surveys.

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Making Simple Customer Experiences Easy

Think Customers

Customer experience leaders talk a lot about the importance of providing customers with simple and easy experiences. But in the real world, some customer interactions can be quite complicated. For instance, as customers continue to increase their use of self-service tools to resolve issues they may encounter on their own, the types of customer inquiries that are hitting the contact center are becoming more complex.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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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Message From Proud Ex-Chair of the CXPA

Experience Matters

My tenure as Chair of the Customer Experience Professionals Association (CXPA.org) is over, but my passion for the association has never been stronger. During the Spring of 2010, my wife Karen & I had a “crazy” idea… let’s create a non-profit professional association for the people who call themselves customer experience professionals.

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How to Improve Customer Experiences (Without Getting Egg on Your Face)

PeopleMetrics

When I was a kid, sometimes at parties or other events, we’d line up for an egg toss. If you’ve never seen one, partners stand a few feet apart and then toss an egg to each other. Partners with intact eggs then take a step back and throw again. George. Why are you writing about egg toss? Well, because I was thinking: If your customer were an egg, what are the odds they’d make it through your customer experience intact?

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Competency: The Untapped Lever For Improving the Customer Experience And Cultivating Loyalty?

Maz Iqbal

It took me over nine months to get my eldest son to consult Sandra about his shoulder/back pain. It took only one consultation for him to book another four sessions with Sandra. Why? Because Sandra is excellent at what she does. How does Sandra demonstrate her excellence? In her greeting. In how quickly-easily she spots … Continue reading Competency: The Untapped Lever For Improving the Customer Experience And Cultivating Loyalty?

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3 Rules for Successful Marketing Alignment

Think Customers

The debate on how to get sales and marketing to work better together has gone on for years. According to the results of the SiriusDecisions' 2015 State of Account-Based Marketing Study, alignment between sales and marketing has improved. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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

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Can proactive customer retention efforts backfire?

Arie Goldshlager

I found this note on “When It Comes To Retaining Your Customers, Sometimes It’s Best To Leave Them Alone” very thought-provoking. Please note particularly: The research involved 65,000 customers of a South American wireless communications firm. Some of the participants were randomly selected to receive a recommendation for a plan that was predicted to save them money based on their past behavior and others did not receive the same encouragement.

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The Future of Customer Experience

CX Journey

I'm blogging again today (note: I wrote this yesterday but didn't get a chance to publish it) from the Customer Experience Professionals Insight Exchange in beautiful San Diego, CA. The event takes place at the Hotel del Coronado , and if you've never been, it's a wonderful venue. Before you arrive at the hotel, you'll fall in love with the amazing view as you cross the bridge to get onto Coronado Island!

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What Is The Single Most Critical Factor in CRM / CX / Digital Success?

Maz Iqbal

Recently I was pitching for new work and the question that keeps coming up came up. This question is alway some form of “What is the single most critical factor in …… ?” Examples include: What is the single most critical factor in coming up with a great strategy? What is the single most critical … Continue reading What Is The Single Most Critical Factor in CRM / CX / Digital Success?

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IBM Joins Forces with Facebook in a Customer Engagement Innovation Lab

Think Customers

The marketing and customer engagement landscape is getting more crowded and enterprise firms increasingly find themselves competing with nimble startups that offer innovative solutions. As a result, enterprise companies are turning to innovation labs for a competitive edge. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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Don't Just Ask What CX Leaders Do, Ask Why It Works For Them

Forrester

Last week I stayed in two different hotels in the greater Atlanta area. One was a Ritz Carlton , the other a Marriott. Hearing those two brand names, you might be tempted to assume that the guest experience at the Ritz was far better than the one at the Marriott. But it wasn't, at least not for me. Don't get me wrong, the Ritz was beautiful. But one aspect of the experience there drove me nuts.

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Easier Said than Done: Move the Needle with Your Customer Experience Strategy

CX Journey

I'm blogging today from the Customer Experience Professional Association's (CXPA) Insight Exchange in San Diego. In addition to the local networking events that local CXPA teams host around the country, this event is the annual membership gathering with an agenda filled with great speakers, awesome member-to-member exchanges of tools and ideas, awards, networking, and more.

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Data Snapshot: Social Media Benchmark, 2015

Experience Matters

We just published a Temkin Group data snapshot, Social Media Benchmark, 2015. This is our annual analysis of how consumers use different social media sites on computers as well as on mobile phones (see last year’s data snapshot ). Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S. consumers about how frequently they use social media on their computers and mobile phones, and we then compared these usage rates to analogous data we collected in January 2012,

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3 Mother's Day Campaigns That Will Warm Your Heart

Think Customers

Every year, we reserve one day in May to celebrate the very person responsible for our existence--Mom! From mother figures to mothers-in-law, and everyone in between, Mother's Day allows us to honor those who've always cared for and supported us throughout life's journey (even though one day clearly cannot compensate for all they've ever done). Thus, with the season in full swing, many brands have launched ad campaigns that commemorate the bond between mother and child.

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The Open CCaaS Advantage Report

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.