Experience Investigators by 360Connext
JANUARY 27, 2016
Heads up …when it comes to customer service, certain (painful) truths are universal. Customer service is such an important part in keeping people coming back to your business, and the specifics of your product or service don’t really matter. Even as technology advances, some frustrations are still not being addressed as well as they […].
InMoment XI
JANUARY 26, 2016
In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy. Step 1: Understand Corporate.
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Customer Bliss
JANUARY 26, 2016
Delivering a reliable and then innovative customer experience requires adding a customer focus competency to the core competencies of your business (as important as products, finance, marketing or sales). The customer-focused experience needs to be built and honed as a skill. This means: Establishing a discipline for how cross-functional teams explore and understand emerging issues and opportunities.
Beyond Philosophy
JANUARY 25, 2016
In this series, professionals describe the skills they’re building this year. Read the stories here , then write your own (use #SkillsGap in the body of your post). There is a major skill most organizations lack: Customer centricity. But if you want to remain competitive in today’s economic climate, putting the focus on Customers is imperative to your bottom line.
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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.
Experience Investigators by 360Connext
JANUARY 28, 2016
We’ve all had those disagreements. One person says something along the lines of “It’s not what you said. It’s how you said it.” The other person stands his or her ground. “I did NOT say it like that. No way.” This is the human experience. We often believe we said/did/behaved differently than others perceive it.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customer Bliss
JANUARY 28, 2016
Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results. The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are. It’s to bring them together to establish their version of customer asset metrics and customer growth behaviors that they will stand behind as a united leadership team.
Beyond Philosophy
JANUARY 27, 2016
More often these days we get calls at our headquarters with Customer Experience champions wondering what happened to the huge gains in their Customer Experience metrics they used to get. The problem is many of them have implemented Customer Experience measures, had great improvements to metrics like their Net Promoter Scores, and then watched the score plateau.
Joe Rawlinson
JANUARY 27, 2016
With a saturation of marketing and advertising, companies rely more on consumer emotions to sell a product. Between television, radio and the Internet, there are a lot of mediums to lose a message. But these four emotions and strategies are key ways to engage new customers in 2016. Sentimental Marketing. If you took the early Betty Crocker commercials of the 1950s and compared them to advertising in 2015, the differences would be night and day.
InMoment XI
JANUARY 26, 2016
In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy. Step 1: Understand Corporate.
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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
Win the Customer
JANUARY 25, 2016
Mastering CX initiatives requires professionals who wear multiple hats as they consider the needs of their organization and the success factors of CX programs. The Six Thinking Hats technique of Edward de Bono is a model that can be used for exploring different perspectives towards a complex situation or challenge. Seeing things in various ways is often a good idea in strategy formation or complex decision-making processes.
PeopleMetrics
JANUARY 28, 2016
For all its promise, and all its hype, big data has always had one inherent problem. You see, big data is. well, big. And when you're facing something big, you may find it overwhelming. And when you find something overwhelming, you may find yourself in the fetal position. But let’s get you off that cold linoleum floor and discuss how to best use customer feedback.
Magellan Solutions
JANUARY 26, 2016
Gone were the days when customer support was synonymous only to taking and making phone calls and emails. The rise of social networking sites like Facebook, Twitter, and Google+ has paved way to a brand new experience – an impression of being connected to the world 24/7. That being the case, companies felt that the global market and business ventures are continually moving to more avenues.
InMoment XI
JANUARY 26, 2016
In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy. Step 1: Understand Corporate.
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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Tricia Morris
JANUARY 29, 2016
I envy my children. Their command and fluidity with technology and how they use it to be creative and collaborate with peers to create and do great things inspires this technology veteran every day. And they are just eight (twins) and seven years old, respectively. Of course I am referring to their expertise and engagement with the game Minecraft – a game that, once you overcome the lack of impressive graphics and a tad bit of motion sickness, will teach you all you need to know about the most
ijgolding
JANUARY 27, 2016
I consider myself remarkably fortunate to do the things I do. One of the great pleasures of interacting with so many organisations is that I get to meet some amazing people… some amazing leaders. Many of you will have heard or read about my Grandma – Pauline Golding. Those of you who have not, you can read about this amazing lady here! The story led to me meeting the man responsible for Customer Experience at McDonalds in the UK.
Eptica
JANUARY 29, 2016
Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Published on: January 29, 2016. Author: James Gladwish Since the days of coaching inns, providers of accommodation have had to focus on delivering the right customer experience to their guests. Constant competition and travelers sharing their feedback with those they encountered meant that inns could quickly gain a good reputation – or lose it just as swiftly if standards slipped.
Kayako
JANUARY 28, 2016
Working on the frontline of a support team is a huge responsibility, and a very varied role. It involves dealing with lots of aspects of the customer experience, from customer interactions and resolving queries, through to working with the product team on useful feedback. Often in support, the pressure is on – how can you and your team achieve the best customer experience possible?
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
JANUARY 25, 2016
As we start talking about self-service , virtual assistants and artificial intelligence in more and more customer service conversations, we have to talk about where human-to-human interaction will continue to make an impact, and why many customers have turned to more “humanless” customer service options in the first place. For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ
Michelli Experience
JANUARY 26, 2016
Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. Early in my career I was so excited “to be considered for work” that I didn’t understand the importance of due diligence when connecting your brand with someone else’s business.
iPerceptions
JANUARY 28, 2016
Today, customer experience measurement has reached mainstream acceptance and its adoption is the result of proven experimentation by the many pioneers of online customer satisfaction research. One of the most hotly debated questions when discussing customer experience measurement is, ‘what metrics are the best?’.
ijgolding
JANUARY 26, 2016
Over the last 22 years – yes I am that old – I have sat through an immeasurable number of business meetings. Team meetings; leadership meetings; board meetings (or should I say bored meetings); entire company meetings. I have to say, when I was a child, I was fascinated by the ‘mystique’ of the very word. I will never forget phoning my dad at work, only to be told he was ‘in a meeting’ – this seemed to be a pretty regular occurrence.
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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,
Think Customers
JANUARY 25, 2016
The NRF's Big Show last week served as retail's playground for cutting-edge technology. From robot associates to wearable computers, technology will serve as a driving force in how retailers will deliver the customer experience. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
NICE inContact
JANUARY 26, 2016
The ability to provide an excellent customer service experience is a key differentiator in today’s Era of the Customer for businesses of any size and every vertical market. However, according to a recently released report by Harvard Business Review , where 92% of US based respondents were from organizations with more than 1000 employees, nearly half indicated that improving the customer experience was indicated as either one or two in level of priority.
Topdown
JANUARY 26, 2016
In customer experience management, there’s little dispute that the customer comes first. Everything you do should serve the customer’s needs and improve his or her experience with your brand, products and services in some way. Why? Because satisfied customers are loyal customers who buy again and spread positive word of mouth about your brand, which is the most valuable kind of marketing in our modern connected marketplace.
Amity
JANUARY 27, 2016
Smaller companies always lack customer recognition when compared to larger, established companies. Therefore, lesser known companies need to constantly fight to gain that competitive edge, which can be achieved through stellar customer satisfaction. This relies on knowing what issues may appear and responding to them promptly. Achieving great customer satisfaction is a healthy way to grow a business.
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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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