Experience Investigators by 360Connext
AUGUST 3, 2016
I heard this question while speaking to a group not too long ago. It’s a great – and surprisingly complex – inquiry. When I quizzed the group, here are a few ideas I heard: “The minute someone decides to buy, that’s when they become a customer.” “The first time the customer has a problem or […]. The post When Does Your Customer Experience Start?
Alida
AUGUST 3, 2016
Still unsure about attending the 2016 Customer Intelligence Summit? Tired of trying to convince your boss why you should join other customer-centric leaders in Chicago this September? We’ve already outlined what the Summit has in store for marketing , customer experience , innovation and research pros—but we haven’t shared what past attendees gained from the experience.
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Customer Bliss
AUGUST 4, 2016
One concept I get asked about a lot is customer retention strategy. It’s obviously important. Business tends to grow as a result of two factors: Your customer acquisition strategy. Your customer retention strategy. If you’re not acquiring and then retaining customers constantly, your business probably doesn’t have many years left. Now, a lot of businesses focus much of their effort on the customer acquisition side.
Beyond Philosophy
AUGUST 1, 2016
I’d do almost anything to avoid calling tech support for my local cable and internet company. You probably feel the same way. It’s widely regarded as a miserable, time wasting experience. But tech support’s poor customer service is no accident. The New York Times reports that certain companies create a telephone customer service experience that is guaranteed to frustrate, annoy and anger anyone who dares to dial that 800 number.
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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 That Stick
AUGUST 1, 2016
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CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Forrester
AUGUST 5, 2016
Over the past two weeks, my colleagues Harley Manning and Rick Parrish have discussed the rising tide of CX quality, stagnation among top brands , and CX-fueled digital disruption in the results of our US 2016 Customer Experience Index™ In this post, I'll explore another big finding from our research: The way an experience makes customers feel has a bigger influence on their loyalty to a brand than the effectiveness or ease of the experience.
Beyond Philosophy
AUGUST 3, 2016
Pain Points. We all have them. We all hate them. So do your customers. There are the physical pain points and mental pain points. I like to avoid both, but today I am talking about the second lot. When you are a customer, your pain points are a nuisance. However, when you are designing a Customer Experience, customer pain points are invaluable—especially when your competition has the same ones.
Think Customers
AUGUST 2, 2016
There are multiple components that shape a customer's experience. The level of effort required on the part of a customer to interact with a company; whether a company recognizes a customer and can personalize the experience; the knowledge, engagement, and empathy shared by customer-facing employees, etc. As Temkin Group points out, emotion plays a critical part in a customer's experience and has a significant impact on customer loyalty.
ShepHyken
AUGUST 1, 2016
Each week I read a number of customer service articles from various online 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. 12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. (AllBusiness) Social media is an invaluable tool to help market your brand, but what good is it without a target audience?
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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
Customers That Stick
AUGUST 4, 2016
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Amity
AUGUST 3, 2016
Prospects invest a great deal of time researching the right solution. For some, it’s easier because they’ve got a hot tip on a must-have service – and if that’s your service then you’ve been working really hard at customer success! Throughout the evaluation process, a number of solutions (likely your competitors) are being considered, a few individuals from different departments are weighing in ( the average decision group consists of 5.4 people ) and the prospect i
ijgolding
AUGUST 1, 2016
Customer personas; buyer personas; call them what you will – businesses (notably marketing functions within them) have been creating and using this visual and descriptive method to ‘bring customers to life’ for many years. As Customer Experience has established itself across sectors globally, Customer Personas (if I may call them that) are now a core tool in the armoury of the Customer Experience Professional.
ShepHyken
AUGUST 2, 2016
Bruce Turkel Shows Us How to Brand for. Customer Service Success. Shep speaks with branding expert, author, and professional speaker Bruce Turkel about how to brand your company for customer service. Bruce shares important tips and tools from his new book, “ All About Them ,” as they discuss the influence your customers have on your brand and how properly branding your company is essential for success.
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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Think Customers
AUGUST 1, 2016
Jean-Baptiste Alphonse Karr said, "The more things change, the more they remain the same." In recent weeks, this statement has rung true for me, as I, along with our editorial team, reads through older content in our process of migrating everything to our new website to meet our September 1st re-launch date. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Kayako
AUGUST 3, 2016
Canned responses (also known as prefab replies and macros) are a boon to your customer service. They solve common customer problems in a timely manner while driving up your customer satisfaction score ( CSAT ) and lowering resolution times. Be wary, though. They can also become a crutch for ill-trained or overstretched agents and can turn on you in the snap of a finger.
Heart of the Customer
AUGUST 4, 2016
You wouldn’t play soccer without your forwards. You’d never try basketball without guards. So why do so many teams try to win at CX with only a partial team? At HoC we’ve had the amazing opportunity to work with all kinds of companies: non-profits, retailers, insurance companies, you name it. The one consistency is a […]. The post CX is a team sport.
Steve DiGioia
AUGUST 1, 2016
you created an atmosphere where no one can be successful or appreciated. This original article was written by Steve DiGioia. The boss is never wrong. His/her decisions are right and for all the obvious reasons; he knows better, he has the experience and he was put in charge because he’s the best qualified person the company has. Come on now, you know that’s B.S.!
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
Eptica
AUGUST 5, 2016
Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Published on: August 17, 2016. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. Based on consumer research into how customer experience strengthens loyalty, it shows both individual company scores and how the wider economy is performing.
Forrester
AUGUST 1, 2016
Since 2007, Forrester has helped consumer brands evaluate the experience they deliver to their customers with our Customer Experience Index (CX Index™). This methodology powerfully demonstrates to business-to-consumer (B2C) companies the link between CX and customer loyalty. Business-to-business (B2B) firms can benefit from a similar methodology to assess their emerging CX practices.
NICE inContact
AUGUST 2, 2016
Guest blog post from our friends at Momentum Telecom. Great customer service has become necessary for building customer loyalty and is an increasingly important benchmark when companies are deciding where to take their business. A common theme for companies known for exceptional customer service is a robust, well equipped call or contact center. Simply put, these centers provide a human touch and a strong differentiator for the marketplace when deployed correctly.
Think Customers
AUGUST 1, 2016
There are multiple components that shape a customer's experience. The level of effort required on the part of a customer to interact with a company; whether a company recognizes a customer and can personalize the experience; the knowledge, engagement, and empathy shared by customer-facing employees, etc. As Temkin Group points out, emotion plays a critical part in a customer's experience and has a significant impact on customer loyalty.
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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,
Eptica
AUGUST 4, 2016
Date: Friday, August 5, 2016 7 ways to harness chat for improved customer service. Published on: August 05, 2016. Author: Gokcen Onur Chat is amongst the fastest growing channels for customer service. This is because it delivers major benefits to both consumers and companies. Consumers love its ease of use and ability it gives them to hold real-time conversations with brands, and therefore get faster responses to their queries.
Forrester
AUGUST 3, 2016
I am pleased to announce that Forrester Research is commencing a Forrester Wave™ evaluation of the Customer Feedback Management market and collecting data for a separate VoC vendor landscape overview. I will lead the project and the expected publication date is March 2017. For more information about the Forrester Wave process, please read here.
Tricia Morris
AUGUST 5, 2016
When we started this decade, the Internet of Things was a basically a buzzword, talked about by a few, acted upon by fewer, a challenge to save for the future, like 2015 or 2020. But as a famous character once said in a movie that’s now 30 years old, “life moves pretty fast…” and now, here we are with 2015 in the rear view mirror and our 2020 vision becoming clearer by the minute.
Kerry Bodine
AUGUST 4, 2016
On September 24, 2013, United Airlines sent out an email announcing its renewed commitment to customer experience and the resurrection of its “Fly The Friendly Skies” tagline from decades past. The email read, “‘Friendly’ now means more than it ever did. It means being user‑friendly. In other words, flyer‑friendly. We’re giving you an unmatched global network with more onboard product features, better technology and, of course, great customer service.”.
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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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