InMoment XI
JULY 1, 2015
Of what do you think when you hear the phrase ‘customer experience’? Most immediately presume a reference to the interaction a customer has when they engage a vendor or brand. While that’s certainly not incorrect, it’s a very limited view when considering the multi-dimensional aspect of a customer experience with a cloud-based software vendor. In.
Experience Investigators by 360Connext
JUNE 29, 2015
Mapping the journey your customers take with you from their perspective can be a very powerful tool. In B2B experiences , journey maps can become very complicated, very quickly. Who is the customer, exactly? Are we mapping for the purchaser of our product or the person who decides the purchase is acceptable? What if that person leaves the buying organization in the middle of the sales cycle?
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Beyond Philosophy
JUNE 30, 2015
Earlier this month, the “Women of Algiers” painting by Pablo Picasso sold for $179,365,000. There are many psychological theories regarding the subconscious cues that occur at art auctions. What happens at art auctions can give us all some insight on what’s going on with our Customers, too—although I’d wager few of us are working in the $180 million range!
Win the Customer
JUNE 29, 2015
People buy more and have more trust in a store that offers product experts as part of their expected customer service standards. It’s a practice that should be used in all stores around the entire country. Employees that provide superior knowledge in their work environment are sometimes referred to as product experts. People in general […].
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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.
InMoment XI
JULY 2, 2015
This post comes from chapter 16 of MaritzCX’s new book Customer Experience is Your Business. Download the free ebook here. “Empowered customers are disrupting every industry; competitive barriers like manufacturing strength, distribution power and information mastery no longer create competitive advantage. In this age of the customer, the only sustainable competitive advantage is knowledge of and.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JUNE 29, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. Target has issued press releases, and been on television, speaking to the fact that they are bringing in new senior IT execs to oversee customer data management. On the company web site, Target has begun posting information about initiatives and programs designed to offer customers greater purchase security.
Win the Customer
JULY 1, 2015
Before we achieve successful customer experiences, we must evolve how we think about failure. Failure in customer experience is inevitable. You will make the wrong decision, you will do the wrong thing for your customers, and you will fail to foresee the unexpected in your customer interactions. But the costly failures is an option. It’s up to […].
InMoment XI
JULY 1, 2015
Of what do you think when you hear the phrase ‘customer experience’? Most immediately presume a reference to the interaction a customer has when they engage a vendor or brand. While that’s certainly not incorrect, it’s a very limited view when considering the multi-dimensional aspect of a customer experience software with a cloud-based vendor. In.
Forrester
JULY 1, 2015
Who are your priority customers and how do you serve them? Classic brand and customer experience theory says to focus on the "best fit customer" to drive relevance, yet it is rare to find a case where pleasing only one customer type can help achieve your goals. Case in point: when I took this position at Forrester, I started flying… a lot. Yet my 25,000 miles in 3 months on a certain airline didn't align with their pre-set qualification period, so I didn't receive status nor am I recogniz
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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
Michel Falcon Experience
JUNE 29, 2015
Do you still get upset when you see an in-stream ad on Twitter?On Tuesday, I was glued to my TV watching Game 6 of the NBA Finals. The outcome of the game didn’t matter much to me; I just wanted to watch some great basketball. For those of you who… Read More». The post 3 Pro Tips for Using Twitter Ads Without Hurting Your Customer Experience appeared first on Michel Falcon Customer and Employee Experience Expert.
Win the Customer
JUNE 28, 2015
Starting a business or any part thereof is a risky proposition. As new research by Harvard Business School’s Shikhar Ghosh shows, 75% of all start-ups fail, and when they do, so does customer service. Every day failed organizations orphan customers who believed those organizations would always be there to serve them. When organizations fail, customers are […].
InMoment XI
JULY 1, 2015
Of what do you think when you hear the phrase ‘customer experience’? Most immediately presume a reference to the interaction a customer has when they engage a vendor or brand. While that’s certainly not incorrect, it’s a very limited view when considering the multi-dimensional aspect of a customer experience with a cloud-based software vendor. In.
Experience Matters
JUNE 30, 2015
For the second straight year, USAA took the top spot in the Temkin Web Experience Ratings. Based on a study of 10,000 U.S. consumers, the 2015 Temkin Web Experience Ratings examine 262 companies across 20 industries ( see full list of companies (.pdf) ). You can see all of the company data on the Temkin Ratings website. Download dataset for $295 ( download sample file ).
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
JUNE 30, 2015
One of the biggest challenges that telecom industry executives face is customer churn. While churn rates vary by country and by provider, annual churn rates for telecom companies average between 10 percent and 67 percent, according to the Database Marketing Institute. And while there are a variety of reasons that customers disconnect from wireless providers in particular - dissatisfaction with the quality of service, cost, poor customer support - the use of customer data and analytics is providi
Win the Customer
JUNE 30, 2015
Developing your people to create better customer experiences requires clear understanding of the future status of your organization. Too often organization are focused on past performance when planning their people development, but past performance is a poor indicator of how to develop better experience-focused people. It’s often said that hindsight is 20/20, but in reality […].
InMoment XI
JULY 2, 2015
This post comes from chapter 16 of MaritzCX’s new book Customer Experience is Your Business. Download the free ebook here. “Empowered customers are disrupting every industry; competitive barriers like manufacturing strength, distribution power and information mastery no longer create competitive advantage. In this age of the customer, the only sustainable competitive advantage is knowledge of and.
ijgolding
JUNE 30, 2015
We all know how challenging customer experience management has become these past few years. Now that most customers use a number of disjointed platforms to interact with companies, contact centres face the challenge of building and maintaining a consistent experience across multiple touch points and channels. We live in an age where the power is in the consumer’s hands.
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
Think Customers
JULY 2, 2015
Customer experience teams cannot own CX outcomes by themselves. Now don't get me wrong, CX pros rightfully shoulder the most responsibility, including ownership of the six CX disciplines, from customer understanding to culture transformation. But the fact is that all employees at an organization have at least some impact on their firms' customer experience.
Win the Customer
JULY 3, 2015
Too many companies make customer service a headache. The pleasant nature of having a small conversation and coming to a swift and happy conclusion is all-but-gone, replaced by rigid policies and inflexible business principles. Take a step back, clear away the clutter and make things both easy and simple for yourself, your team, and your […].
InMoment XI
JULY 2, 2015
This post comes from chapter 16 of MaritzCX’s new book Customer Experience is Your Business. Download the free ebook here. “Empowered customers are disrupting every industry; competitive barriers like manufacturing strength, distribution power and information mastery no longer create competitive advantage. In this age of the customer, the only sustainable competitive advantage is knowledge of and.
Bob Hayes
JULY 1, 2015
Companies continually look for ways to outperform their competitors. One way they are trying to get ahead is through the application of analytics on their data. Researchers, for example, have found that top-performing businesses were twice as likely to use analytics to guide future strategies and guide day-to-day operations compared to their low-performing counterparts.
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ENGAGE.cx
JUNE 30, 2015
I recently had the opportunity to contribute a guest viewpoint to Chain Store Age on the topic of customer experience and more importantly: How to enhance customer relationships in the moment, at the critical time that it matter most. Most companies just aren’t equipped to make the right offer to the right customer at the right time. They are hampered by distinct, yet unintentional, silos that create barriers between them and the customers they serve — and don’t have the tools to truly ma
Win the Customer
JUNE 27, 2015
Unlike the typical call center control freak manager, the most effective, powerfully motivating contact center leaders knows exactly when to step in and when to stay out of the way. The unfortunate irony is that control freaks tend to be high achievers, workaholics, and perfectionists. They often project the best behaviors on their own actions and […].
Heart of the Customer
JULY 1, 2015
What do you do with an unhappy customer? Refunds are the easy way out. They don’t fix the problem. They just put a band-aid on the situation, without addressing the underlying problem that led your busy customer to take time to call you. But don’t take my word for it. A report from Beyond Philosophy […]. The post Reduce effort > Giving refunds appeared first on Heart of the Customer.
Think Customers
JULY 1, 2015
By 2020, the U.S. Treasury expects to replace Alexander Hamilton's spot on the $10 bill with the face of an unidentified woman. But, as The Daily Show correspondent, Jessica Williams, recently highlighted during an episode of the Comedy Central news program, this gesture seems like an ineffective, and relatively pathetic, attempt to appease female critics.
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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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