Customer Bliss

MAY 31, 2016

Quick Episode Overview. I talk with Curtis Kopf in this episode. Curtis was deeply embedded with customer experience at Alaska Airlines before moving to Premara Blue Cross. We discuss the value of building bridges, listening tours, asking the right questions, using analytics wisely, and how conversations drive customer experience. . About Curtis . Curtis is a visionary leader and digital innovator who has built industry-leading customer experiences at Alaska Airlines, Microsoft and Amazon.com.

Airlines 158

Airlines Customer Experience Insurance Innovation 158

Beyond Philosophy

JUNE 2, 2016

We all want to be happy. But how do you consistently make your customers happy? Experts from companies like Disney and SoulCycle offered good advice on this subject during a panel discussion on designing happiness at SXSW. As customer experience consultants, we know that happiness is one of the key emotions that drives short term purchases and longer term brand loyalty.

Hotels 113

Hotels Retail Customer Service Representative Consulting 113

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s Lynn Hunsaker. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? Is it as natural and advantageous as the C-team expects? It all depends on motives and perspective. How Marketers Think of Customer Experience. Marketing professionals think of customer experience in terms of their deliverables: the user experience of websites, campaigns, events, research, content, social media, and so forth.

Marketing 97

Marketing Customer Experience Chief Customer Officer Social Media 97

Win the Customer

JUNE 1, 2016

Today, brands can use social media to strengthen brand awareness, create customer loyalty, and build lasting relationships with customers. Customer loyalty is becoming more and more elusive, especially in our contemporary world. Before online transactions and exchanges became the norm, retailers were able to foster physical, and, at times, emotional interactions and connections with consumers.

Customer Relationships 92

Customer Relationships Brands Loyalty Programs Social Media 92

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.

Customers

Customer Bliss

JUNE 2, 2016

This will be a shorter post as it’s been a crazy week. (Aren’t they all?) First things first: I hope you’ve been checking out my podcast. We’re up through seven episodes with a few others coming the next few Tuesdays. So far, I’ve interviewed CCO leaders at St. Jude (Martin Hand), Liberty Mutual (Margie Dillon), Northern Trust (Scott Dille), the Smithsonian (Samir Bitar), Audi (Mark Ramsay), the Columbus (OH) Metro Library system (Alison Circle), and Premara Blue C

Customer Focused 135

Customer Focused Download Leadership Innovation 135

OpinionLab

JUNE 2, 2016

We’ve talked a lot on the CX LabNotes blog recently about how to improve your website to ensure it helps you achieve your goals, specifically why complete redesigns often fail and the value of factoring what your customers think into any decision. It used to be that companies would be on a constant cycle of designing a new website, waiting for it to date and then starting the process again.

User Experience 87

User Experience Blog Customer Journey Insights 87

ShepHyken

JUNE 1, 2016

What does your company or brand stand for? When you advertise or market your company and your products, what is the image that you’re trying to create? What is your brand promise ? I Googled the definition of the term brand promise and here is what came up first: A brand promise is the statement that you make to customers that identifies what they should expect for all interactions with your people, products, services and company.

Insurance 90

Insurance Advertising Brands Customer Service Training 90

Customers That Stick

MAY 31, 2016

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service Training 112

Customer Service Training Customer Service Customers Blog 112

Beyond Philosophy

MAY 30, 2016

It was 1980. I was 22, newly married and climbing the corporate ladder in England. David Bowie’s Ashes to Ashes played on the radio. Margaret Thatcher was just getting started in her reign as Prime Minister. It was also a long time ago. I have learned much about professionalism and careers since then. To that end, here are five things I would do today if I were 22. #1: Dress like my job depended on it.

Social Media 113

Social Media Consulting Communication Books 113

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

Retail

Joe Rawlinson

JUNE 1, 2016

As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. In 2015, 47 percent of U.S. corporate executives said their customers’ service expectations were higher than three years ago, while 35 percent said they were much higher. Nearly two-thirds of these companies said it was somewhat or very difficult to please customers, while 77 percent agreed the Internet and consumer apps were raising the bar

Customer Expectations 108

Customer Expectations Multi-Channel 2015 Social Media 108

ShepHyken

MAY 31, 2016

Vala Afshar on the Future of Marketing: It’s Customer Service. Shep Hyken talks with Vala Afshar about how customer service is the future of marketing. Vala is the chief digital evangelist for Salesforce and author of “The Pursuit of Social Business Excellence.” He was named the most influential social media contributor on twitter for CMOs, CIOs, and CFOs.

Social Media 79

Social Media Customer Satisfaction Technology Customer Service 79

iPerceptions

JUNE 1, 2016

Retailers today are tasked with creating the most engaging, exciting and personalized experiences possible for their customers. This not only goes for brick-and-mortar locations, but for the overall, omni-channel experience ranging across platforms and devices. As retailers face these new challenges, they’re shifting priorities and implementing technologies to help them better understand their customers and meet growing demands.

Retail 76

Retail Technology Customer Experience Customers 76

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? Is it as natural and advantageous as the C-team expects? It all depends on motives and perspective. How Executives Think of Customer Experience. Executives tend to think of customer experiences as something happening at the periphery of the company.

Marketing 67

Marketing Customer Experience Chief Customer Officer Customer Experience Management 67

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

Heart of the Customer

JUNE 1, 2016

Heart of the Customer: Along with your other diagrams, journey and experience maps are often used to drive culture change. What are your tips for using these to engage leadership and change culture? Jim Kalbach: This first thing to keep in mind is that a diagram won’t provide any answers outright. It doesn’t magically bring change […]. The post Interview with Jim Kalbach appeared first on Heart of the Customer.

Culture 60

Culture Leadership Engagement Customers 60

ShepHyken

MAY 30, 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. Automate or Humanize? The Great Customer Service Debate by Judith Aquino . (1to1 Media) Can companies trade the human touch for automation without sacrificing the quality of their customer service?

2016 72

2016 Article Customer Service Competitive Advantage 72

Think Customers

JUNE 2, 2016

Omnichannel has become more than a buzzword; it's the customer experience goal of many companies. But organizational silos, lack of technology integration, and falling short in digital engagement often prevent organizations from achieving their well-intentioned plans. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Omnichannel 63

Omnichannel Blog Engagement Technology 63

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. Author: Steve Nattress For increasing numbers of people mobile is their preferred means of connecting to, and communicating with, the outside world. Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

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

Bold360

MAY 29, 2016

Customer service can make or break your bottom line. Customers expect an effortless experience when engaging with your brand for support, answers and issue resolution. Here are 8 important tactics you should implement for a killer customer service strategy.

Customer Service 65

Customer Service Customer Service Strategies Customer Expectations Customers 65

Experience Matters

JUNE 3, 2016

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Of the 10 major appliance companies we looked at, Whirlpool earned the highest score with a rating of 60%, putting it in 153rd place overall out of 294 […].

2016 86

2016 Customer Experience Consumers Customers 86

CSM Magazine

MAY 30, 2016

The reasons to embrace Customer Experience Management can be various, but the common truth is that businesses now find it hard to resist jumping on the bandwagon too as the age of the customer is finally and irrevocably here. But this ‘everyone does it’ stance can be quite deceptive. Picturing your competitors on the imaginary CXM maturity graph, be sure that the majority of them will never go beyond customer service automation.

Customer Experience Management 64

Customer Experience Management Management Customer Experience Customer Journey Mapping 64

Tricia Morris

MAY 31, 2016

While there were more than 100, perhaps more than 1000, top takeaways from the recent 2016 CRM Evolution conference chaired by Paul Greenberg (as well as the Customer Service Experience and SpeechTEK conferences running concurrently), here are 16 terrific takeaways from the event shared by key speakers and analysts including Esteban Kolsky of ThinkJar, Kate Leggett and Ian Jacobs of Forrester Research, Ray Wang of Constellation Research and more: 1.

Customer Experience 55

Customer Experience 2016 Contact Center Loyalty 55

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,

Measurement

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Published on: June 01, 2016. Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. Thanks to the rise of messaging applications, people have grown used to having text based, real-time conversations, meaning they feel increasingly familiar with chat in a customer service scenario.

Customer Service 49

Customer Service 2016 2014 Contact Center 49

Experience Matters

MAY 31, 2016

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Edward Jones and Fidelity Investments deliver the best customer experience in the investment industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of companies […].

2016 80

2016 Customer Experience Consumers Customers 80

Think Customers

JUNE 1, 2016

E-commerce continues to be a highly competitive space as tech companies race to help retailers attract shoppers. The latest example is Salesforce's announcement on Wednesday that it has agreed to acquire Demandware, a digital commerce company, for $2.8 billion. The acquisition, which is Salesforce's largest to date, spearheads a new product line for the company called the Commerce Cloud.

E Commerce 56

E Commerce Retail Blog Customer Engagement 56

transcosmos Information Systems

JUNE 1, 2016

Most entrepreneurs feel that it’s important to have full control of their businesses, from the smallest tasks to the largest projects. This is understandable, given that as an entrepreneur, you did build the business from scratch. A strong sense of ownership drives you to keep a close eye on all your business’ dealings, or else, things may go amiss if you don’t.

Social Media 74

Social Media E Commerce E-support 2015 74

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.

Customer Engagement