Experience Investigators by 360Connext

DECEMBER 31, 2015

What a year! We’ve had an exciting year at 360Connext, and we’ve learned a lot. I hope you’ve had a chance to learn along with us! In case you’re just hearing about us, or you haven’t subscribed for updates, we’ve put together a heaping handful of our best customer experience posts from the past year […]. The post Our Top 15 Customer Experience Posts of 2015 appeared first on Customer Experience Consulting.

2015 185

2015 Customer Experience Consulting Customers 185

Customer Bliss

DECEMBER 29, 2015

The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Shift attitudes from chasing the score to caring about and improving customer lives to earn the right to growth. Deliver a connected story that get leaders to focus on the important moments (versus silos picking things that they think will give them ‘lift’ on survey scores).

Chief Customer Officer 111

Chief Customer Officer Culture Customer Journey Leadership 111

GetFeedback

DECEMBER 30, 2015

Engaging survey images can transform a respondent's experience. Here are 8 free sites to browse when you're on the hunt for beautiful survey imagery.

Engagement 150

Engagement Article 150

Win the Customer

DECEMBER 26, 2015

There’s an immense difference between aspiring to deliver exceptional customer service and actually delivering winning customer service. The right team can make the biggest difference in exceptional service experiences. Every time I review customer submitted feedback, I always look for key terms that establish patters for successful customer service interactions or potential negative trends in customers’ experience.

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Exceptional Customer Service Customer Service Interaction Customers 92

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Customers

Think Customers

DECEMBER 29, 2015

Consumers' use of mobile devices continues to surge. Year-over-year global mobile data traffic is expected to rise 59 percent in 2015, according to Gartner. But even as consumers become increasingly reliant upon their mobile devices to communicate and interact with businesses, this doesn't necessarily translate into a satisfactory mobile experience.

Customer Centricity 72

Customer Centricity 2015 Insurance Retail 72

Middlesex Consulting

DECEMBER 27, 2015

This is a guest blog by my friend Nick Frank of Service in Industry. Nick is British and I did not Americianize his spelling. By the very nature of their history, engineering and industrial businesses tend to focus on technology and processes when developing product related services. However for these services to be enduring and profitable, they must also develop and even change their people as they evolve to a services centric culture.

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Culture Technology Brands Brand Values 60

Win the Customer

JANUARY 1, 2016

Customer relationship management systems are now merging with social media capabilities enabling organizations to build stronger relationship with customers. Because of the increasing popularity of social media technologies, Customer Relationship Management now gives way to a broader perspective that acknowledges the new capabilities that are a result of social and technological shifts caused by social media applications.

Customer Relationship Management 81

Customer Relationship Management Customer Relationships Management Social Media 81

Think Customers

DECEMBER 27, 2015

As we near the end of 2015, it's time to look back at the year's customer experience successes and failures in the hope that companies don't disregard them and that true learning develops from these mistakes. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

2015 72

2015 Customer Experience Blog Customers 72

ClearAction

DECEMBER 31, 2015

Highlights of Customer Experience Strategy Advice. Over the past year, I’ve written quite a bit about customer experience management strategy, including a six-part series about keys to success in the future. Shared vision, strategic planning, and governance are rarely discussed in customer experience literature. Collaboration, teamwork, and involvement of multiple functional areas in taking action on customer insights must be well-thought-out and institutionalized across your company for l

Customer Experience 63

Customer Experience ROI Government Sports 63

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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

Chadwick Martin Bailey

DECEMBER 30, 2015

We run this blog a little differently than other corporate blogs. Instead of relying on a few resident bloggers, each of our employees writes at least one post a year. This means you get a variety of perspectives, experiences, and opinions on all aspects of market research, analytics, and strategy consulting from insights professionals doing some pretty cool work.

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Blog 2015 2016 Consumers 52

Win the Customer

DECEMBER 29, 2015

Vernon Hill is the most customer-driven banker who has tapped into the power of customer service experience to build one of the fastest growing financial institutions in the world. Metro Bank, in the United Kingdom, run by Vernon Hill, was issued its license by the government’s Financial Service Authority in March 2010. Metro Bank was the first high-street bank to receive such a license in over 150 years.

Customer Service 64

Customer Service Banking Financial 2010 64

Think Customers

DECEMBER 29, 2015

Countless ethnic and racial groups go unnoticed despite the growth of an increasingly diverse society. Marketers cater to the supposed majority, ignoring cultural differences to garner the greatest returns possible. For many, this inability to expand such outreach derives itself from an insurmountable lack of CMO support. But, as engagement methods continue to multiply, allowing marketers to target consumers as both groups and individuals, executive buy-in may soon be the only missing link betwe

Marketing 70

Marketing Culture Blog Consumers 70

ClearAction

DECEMBER 31, 2015

Business-to-Business Customer Experience Advice Highlights. Business-to-business customer experience management has certain complexities and advantages that need to be well understood by practitioners and vendors alike. All too often, it is assumed that B2B needs to be doing the same thing that B2C companies are doing, or that B2B companies are way behind B2C.

Customer Experience 54

Customer Experience Net Promoter Score B2B B2C 54

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

Experience Matters

DECEMBER 29, 2015

We published a Temkin Group report, Make Your VoC Action-Oriented. Here’s the executive summary: Companies recognize that customer feedback and insights are critical for understanding customers, so they often create Voice of the Customer (VoC) programs as one of their first customer experience priorities. While most respondents within large organizations believe that these efforts have been successful, Temkin Group has found that an overwhelming number of VoC programs are still in very ear

Download 72

Download Consulting Feedback Customer Journey 72

Michelli Experience

DECEMBER 30, 2015

As December comes to a close, many of us will do a “year in review” (and if we don’t, Facebook will do it for us). A lot of us will also think about how we can succeed in the year to come. I have long stopped doing “New Year’s resolutions” since I’ve repeatedly lost and gained back the same 10 pounds I have been resolving to lose since 2001. Instead, I try to look for a handful of key behaviors that I can focus on in the coming year.

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2016 2001 Social Media Books 45

Topdown

DECEMBER 29, 2015

In The Forrester Wave™: Digital Experience Platforms, Q4 2015 , and companion webinar Who Won the Digital Experience Platform Race? Hint: It’s Not Over Yet , Forrester analysts Mark Grannan, Ted Schadler and Stephen Powers break down the strengths and weaknesses of ten digital experience (DX) platform vendors.

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2015 Webinar Customer Experience Customers 63

Up Your Service

DECEMBER 29, 2015

Enjoy this selection of “Top 5″ thought provoking posts. Read, reflect, write a comment, and share these ideas with others. Happy New Year everyone! How to Increase Productivity and Improve Service Simultaneously. by Ron Kaufman. 4 Rules for Getting it Wrong and Right in Building Service Culture. by Ron Kaufman. Service Staff Orientation Programs: Get the wrong people OFF the bus, and keep the right people ON!

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2015 Culture Measurement Communication 61

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

Experience Matters

DECEMBER 28, 2015

Are tech vendors helpful in making their IT clients successful? To answer that question, we surveyed 800 IT decision makers from North American companies with at least $250 million in annual revenues. We asked the following question: “ How helpful are these IT vendors in making sure that your organization successfully achieves its desired value from the products and services that you have purchased from them?

Download 59

Download Customer Experience Customers 59

Maz Iqbal

DECEMBER 31, 2015

2015 has been another year where I have found myself at the coalface of organisational change: digital transformation, customer experience, CRM and marketing automation… What is the key ‘thing’ that has struck me? The ongoing blindness of Tops and Middles, the messiness of effecting any substantial organisational change, and how Tops and Middles are often … Continue reading "Are Leaders & Management Practices The Key Obstacles To High Performing Organisations?".

Management 54

Management 2015 Customer Experience Marketing 54

Topdown

DECEMBER 26, 2015

Did you get a shiny new digital experience delivery platform under your tree this year? Were you super-excited to unwrap it and have all your DX delivery needs taken care of by one big end-to-end solution? If you were, we know from experience that it was like receiving a bicycle that’s missing one of its pedals. Getting a fashion doll with just one outfit.

Fashion 59

Fashion Customer Experience Customers 59

Magellan Solutions

DECEMBER 28, 2015

Many small, medium, and large-scale companies have partnered with call centers and other business process outsourcing (BPO) companies for purposes of decreasing their overhead costs while increasing productivity and efficiency. Many of these companies based abroad have opted to contract call centers with the belief that their workers are able to provide their clients with better customer-focus services.

Call Center 40

Call Center 2005 Poor Customer Service Download 40

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Measurement

Experience Matters

JANUARY 1, 2016

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2016 54

2016 Customer Experience Customers 54

Kate Nasser

DECEMBER 27, 2015

What leaders believe directly impacts how they lead. Are your leadership beliefs serving you & your teams? Insight & checklist fr The People Skills Coach™. The post Leadership Beliefs: Are Yours Helping You Lead? appeared first on KateNasser.com.

Leadership 50

Leadership Insights Engagement Management 50

Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. Our round up list has grown a bit since last year, and the themes have changed a bit too!

2015 35

2015 Net Promoter Score Multi-Channel Social Media 35

CX Journey

DECEMBER 31, 2015

Image courtesy of BazaarBizarreSF Are you into making customer experience predictions for next year? Personally, I'm over predictions! Any predictions! So let's forget about predictions. They never seem to be right. They never seem to be executed. And they seem to be the same year over year. Why? I think we're not getting enough traction yet with more-advanced, innovative CX work across the board because there are still so many newbies to this arena to turn those predictions into reality.

Customer Experience 47

Customer Experience Customer Journey Mapping 2016 Employee Experience 47

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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