InMoment XI
SEPTEMBER 14, 2015
Employee Engagement is a concern for any organization worried about customer retention and employee productivity. Companies want to know what they can do — what program they can roll out, what software they can implement— to increase employee engagement in order to improve customer satisfaction. Since we know that the two are linked, it is vital.
Customer Bliss
SEPTEMBER 17, 2015
There are many approaches to doing touchpoint mapping. My recommendation is always to keep it simple. One client told me they had “Visio blindness” from the hundreds of hours spent mapping every customer process. That’s not going to get you traction and prove the work. This is what will get you traction: Map the stages and get to the set of initial priority touchoints along the customer journey.
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Beyond Philosophy
SEPTEMBER 15, 2015
Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? It is, and it is one of the reasons we see growth in Netflix and continued dissatisfaction with cable companies. I love Netflix. It is simple. You can start and stop it when you want. My recent experiences with my cable company have been the complete opposite. This poor Customer Experience is one reason I now use Netflix more than my cable company.
Joe Rawlinson
SEPTEMBER 16, 2015
It’s never a bad idea to focus on bringing in new customers, but you need to make sure you won’t cycle through them. Retaining customers and inspiring their loyalty is what ultimately will make up a solid foundation for revenue. New customers aren’t as valuable as you may think if you don’t have a plan in place to hold onto them. A solid loyalty strategy isn’t something you can afford to do without, and the sooner you implement one, the faster your business will receive all of the benefits.
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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
SEPTEMBER 18, 2015
Dann Allen and Rich Dorfman discuss how the digital revolution has caused the banking industry to increase focus on customer experience. As customers become increasingly reliant on mobile apps and the internet to control their finances, CX programming can drive more personal and meaningful brand interactions between banks and their customers.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
SEPTEMBER 17, 2015
When was the last time you got an email from your CEO suggesting that you need to be concerned about how your Customer feels? For the vast majority of you, my guess is your answer is never, unless of course you work at Starbucks. Starbucks CEO Howard Schultz sent a memo to his 190,000 retail employees and I think it’s brilliant—and a window into why Starbucks does such an excellent job with their experience.
Customers That Stick
SEPTEMBER 14, 2015
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InMoment XI
SEPTEMBER 18, 2015
Dann Allen and Rich Dorfman discuss how the digital revolution has caused the banking industry to increase focus on customer experience. As customers become increasingly reliant on mobile apps and the internet to control their finances, CX programming can drive more personal and meaningful brand interactions between banks and their customers.
Tricia Morris
SEPTEMBER 17, 2015
“Bein g on par in terms of pric e and quality only gets you into the game. Service wins the game.” – Dr. Tony Alessandra, Author and Consultant. It’s football season people, and one of the best things about football season (college or pro) is the opportunity to compete against your rivals. Cowboys vs. Redskins, Raiders vs. Chiefs, Alabama vs.
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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
transcosmos Information Systems
SEPTEMBER 15, 2015
What is great customer service? It is when you are able to build a good relationship with your customers. When you can make the customer feel like they’re having a person-to-person transaction with a company, that’s great customer service. When a customer is made aware that a company is listening closely to their needs and are responding timely to their specific concerns, that’s great customer service.
Steve DiGioia
SEPTEMBER 14, 2015
how I miss the "old days". This original article was written by Steve DiGioia. Service, in all its forms, has changed drastically from the ways our parents, and I, have been brought up with. Too many industries have gotten away from tending to the needs/wants/desires of their customers in ways that used to be the “norm”. With today’s change from the small “mom & pop” stores where you knew the owners, since they probably were a neighbor of yours, to the large warehouse-style conglomerates we
InMoment XI
SEPTEMBER 18, 2015
Dann Allen and Rich Dorfman discuss how the digital revolution has caused the banking industry to increase focus on customer experience. As customers become increasingly reliant on mobile apps and the internet to control their finances, CX programming can drive more personal and meaningful brand interactions between banks and their customers.
Think Customers
SEPTEMBER 15, 2015
October may be mere weeks away, but Major League Baseball (MLB) fans still have one riveting post-season ahead of them. Thus, it's not surprising that audiences are taking to social media to express loyalty to their favorite team. For marketers, however, amplified data may also serve as an opportunity to knock their engagement strategies out of the park.
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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Comm100
SEPTEMBER 14, 2015
If you work in customer service, then you know that words are incredibly powerful. According to psychologists Mark Waldman and Andrew Newberg, words are so powerful, in fact, that even just the sight of a negative word like “no” can release dozens of stress-producing hormones in your brain. But the right words also have the power to create happy, life-long customers.
CX Journey
SEPTEMBER 17, 2015
Image courtesy of InMoment Today I'm pleased to share a guest post by Brooke Cade of InMoment. With social media taking over, it is no surprise to see more companies turning toward these digital platforms to connect with customers. Today, successful businesses are utilizing social media not only to build their brand and build strong relationships, but to foster customer relations and provide people with the best service.
InMoment XI
SEPTEMBER 14, 2015
Employee Engagement is a concern for any organization worried about customer retention and employee productivity. Companies want to know what they can do — what program they can roll out, what software they can implement— to increase employee engagement in order to improve customer satisfaction. Since we know that the two are linked, it is vital.
Think Customers
SEPTEMBER 15, 2015
In April, I posted a blog about the difficulties that sales, marketing, and customer care leaders face in obtaining a truly comprehensive view of customers. This view includes the full stream of transactions that a customer has had with a company, the most recent touchpoints she used to interact with the company, feedback she shared about her experiences in social media or in the contact center, etc.
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
SEPTEMBER 18, 2015
Date: Friday, September 18, 2015 The six ways web self-service improves your customer experience. Published on: September 18, 2015. Author: Robin Tandon Customer service teams are currently faced with multiple challenges. Consumers are asking an increasing number of questions and are demanding faster service, across more and more channels. At the same time budgets for coping with this growing volume of interactions are often flat or even shrinking.
Forrester
SEPTEMBER 16, 2015
A new era for customer experience (CX) measurement has just been launched in Australia, are you ready for it? Forrester's Customer Experience Index (CX Index TM ) report for Australian brands is now available for clients here. With the introduction of this research methodology you now have a tool that: Reflects how well your brand's customer interactions fuel the types of customer loyalty that drive revenue -- retention loyalty, enrichment loyalty, and advocacy loyalty.
InMoment XI
SEPTEMBER 14, 2015
Employee Engagement is a concern for any organization worried about customer retention and employee productivity. Companies want to know what they can do — what program they can roll out, what software they can implement— to increase employee engagement in order to improve customer satisfaction. Since we know that the two are linked, it is vital.
Think Customers
SEPTEMBER 17, 2015
As a tightly-knit family of editors, marketers, and tech junkies, we absolutely love what we do. Every day, we find new ways to explore and share relevant news about good customer strategies. We can only hope that what we write about helps our readers get smarter about the customer experience, work more efficiently, and foster more engaging interactions with customers.
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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
SEPTEMBER 18, 2015
Date: Wednesday, September 23, 2015 Why customer service is still vital in the supermarket price war. Published on: September 23, 2015. Author: Dharmesh Ghedia The supermarket sector is one of the most competitive sectors in the UK. A combination of new entrants, aggressive price cutting and changing shopping habits is affecting all food and drink retailers , from the largest to the smallest.
Clarabridge
SEPTEMBER 14, 2015
With 95% of your customers never even taking the time to complain, you may wonder if you even need to keep an eye on negative social feedback. Don’t make this mistake! Without a mature customer experience management program in place, you may just miss the negative review that takes on a crippling viral life of its own. These public, or onstage haters, have become unelected representatives of the “meh middle” of your customers.
Maz Iqbal
SEPTEMBER 12, 2015
It has been a while since the last conversation. First, I took time out for a month of holidays. And then in September I was asked to lend a hand in a CX centred next generation CRM and omnichannel programme.
Tricia Morris
SEPTEMBER 15, 2015
With the Institute of Customer Service reporting that customer satisfaction in the U.K. is at its lowest level since 2010 , it has never been more important for U.K. brands and organizations to know as much as possible about consumers and their growing expectations for service across channels. A newly-released 2015 U.K. State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM highlights key statistics that every customer-centric brand and org
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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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