InMoment XI
APRIL 20, 2016
Our experiences as customers can be moving and memorable. Think about the last time you received above-and-beyond service. You might remember an employee who was personally engaged in problem-solving with you, truly invested in helping you reach a solution. Or maybe it was an exceptionally simple return process created via corporate policy and enabled by.
Experience Investigators by 360Connext
APRIL 20, 2016
It’s become cliché to say it, but everyone does own the customer experience. If the custodian sweeping up doesn’t believe his role plays a part, then it’s easy to pull the thread and suddenly nobody thinks they own the experience overall. I ask this question a lot when I speak to groups. Who owns the […]. The post What Happens When Everyone Owns the Customer Experience?
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Customer Bliss
APRIL 20, 2016
Deloitte recently did a study of 7,000+ companies in 130+ countries called Deloitte Human Capital Trends 2016. You can see the full report and its findings at that link, but one of the more interesting parts is represented in this graph: As Josh Bersin summarizes here on Forbes , the biggest trend in Deloitte’s research is an increasing focus on teams — as opposed to just leaders — for future business growth.
Alida
APRIL 22, 2016
With over 2,000 videos available to the public, the TED website is one of the best free resources available for customer intelligence professionals today. If you are a market researcher, an insight professional or user of insight, TED videos could be a source of lessons and inspiration. Many people working in market research and customer intelligence have asked me for recommendations for TED videos to watch.
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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
APRIL 20, 2016
Our experiences as customers can be moving and memorable. Think about the last time you received above-and-beyond service. You might remember an employee who was personally engaged in problem-solving with you, truly invested in helping you reach a solution. Or maybe it was an exceptionally simple return process created via corporate policy and enabled by.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customer Bliss
APRIL 19, 2016
Welcome To The First-Ever Episode Of The CCO “Human Duct Tape Show” I decided to name the show ‘Human Duct Tape’ because I feel that’s often the role of the CCO among the executives and strategic planning of a given organization. Silos don’t unite organically. It’s not because executives and decision-makers don’t care about the customer.
Magellan Solutions
APRIL 20, 2016
If you’re an owner of a startup or a small/medium-sized business (SMB), chances are, you’ve already heard from your fellow businessmen or read from published articles that call center outsourcing is a tested and proven way of acquiring cost-savings on certain business processes. Outsourcing non-core tasks like customer service to offshore providers brings efficiency to companies as its employees can start focusing on core tasks rather than juggling many tedious tasks in the middle of their core
InMoment XI
APRIL 20, 2016
Our experiences as customers can be moving and memorable. Think about the last time you received above-and-beyond service. You might remember an employee who was personally engaged in problem-solving with you, truly invested in helping you reach a solution. Or maybe it was an exceptionally simple return process created via corporate policy and enabled by.
Forrester
APRIL 19, 2016
Asking customers for feedback is one of the most direct ways to understand their experiences and needs across touchpoints. However, we've all experience an organization's attempt to execute this…usually poorly. Surveys are too long. Callbacks are interruptive. What are they going to do with my feedback anyway? Combatting these types of complaints is core to recent conversations with organizations who are establishing voice of the customer (VoC) programs.
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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
Think Customers
APRIL 18, 2016
The Internet has been buzzing ever since Facebook introduced bots for its Messenger Platform last week at its F8 developer conference. These bots marry artificial intelligence with text messaging programs to understand requests and provide answers or execute tasks via messenger. They can provide simple automated subscription content like weather and news updates to customized requests like shipping notifications all by interacting directly with the people who want to get them.
Bold360
APRIL 20, 2016
With the whole world going mobile, and omni channel retail solutions being all the rage, it?s important for businesses to cater to every aspect of a customer?s mobile experience. From adopting mobile marketing strategies to optimizing your website for mobile use to streamlining mobile customer service, there are a lot of ways to offer customer support and enhance customer service through mobile solutions.
InMoment XI
APRIL 20, 2016
An ancient Scottish proverb says “you can’t make a sheep fatter by weighing it”. Good CX leaders know that measuring customer experience is only one part of effecting change within the business. And just implementing a customer feedback measurement program is not enough. In a recent survey MaritzCX has conducted among key CX decision.
Customer Enthusiast
APRIL 18, 2016
I recently developed a learning activity for a client who wanted his team of 60 commercial property managers to recognize the influence that biases, preconceived notions, and assumptions had on the quality of their tenant interactions. My client was motivated by the recurring conflict that arose whenever property managers had to explain ancillary fees or justify certain limitations on the tenant’s use of space and other restrictions.
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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Michelli Experience
APRIL 20, 2016
More than a decade ago marketing professors Kevin Keller and Alice Tybout advanced two concepts that not only changed the way people market their businesses but also SHOULD have changed the way we think about delivering customer experiences. They are POPS and PODS. POPS stands for “Points of Parity ” and PODS is an acronym for “Points of Distinction” In simplest terms, Points of Parity (POPS) are qualities that you share with competitive brands deemed to be excellent.
Eptica
APRIL 22, 2016
Date: Friday, April 22, 2016 Chatbots and customer service. Published on: April 22, 2016. Author: James Gladwish People now spend more time online on their smartphones rather than on their PCs or laptops. This is fundamentally reshaping how individuals have conversations with brands – they now have the ability to get in touch at any time, wherever they are, and they expect a fast response.
InMoment XI
APRIL 20, 2016
An ancient Scottish proverb says “you can’t make a sheep fatter by weighing it”. Good CX leaders know that measuring customer experience is only one part of effecting change within the business. And just implementing a customer feedback measurement program is not enough. In a recent survey MaritzCX has conducted among key CX decision. View Article.
Calabrio
APRIL 20, 2016
When you close your eyes and imagine a contact center, what do you see? Is it a dim and dusty room filled with rows of headset wearing agents, half-heartedly responding to customer complaints? Or, is it a buzzing and dynamic environment equipped with 21 st century customer engagement and analytics technology that empowers businesses to predict customer needs?
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
Experience Matters
APRIL 21, 2016
As I’ve discussed many times on this blog, customers experience interactions across three dimensions, Success, Effort, and Emotion. So how effective are companies at proactively designing for those elements? Not very. In our latest CX management study, we surveyed 252 companies with at least $100 million in annual revenues and asked them about their experience design effectiveness.
Eptica
APRIL 18, 2016
Date: Monday, April 18, 2016 Hanging on for telecoms customer service. Published on: April 18, 2016. Author: Pauline Ashenden In the past telecoms has gained a reputation for poor customer service. There are a number of reasons behind this: Complex service/billing plans, that can be difficult for consumers to understand Advanced technology with many components, all of which can potentially cause problems Downward pricing pressure caused by increasing competition Consolidation of services as oper
InMoment XI
APRIL 20, 2016
An ancient Scottish proverb says “you can’t make a sheep fatter by weighing it”. Good CX leaders know that measuring customer experience is only one part of effecting change within the business. And just implementing a customer feedback measurement program is not enough. In a recent survey MaritzCX has conducted among key CX decision.
Think Customers
APRIL 19, 2016
Until recently, money-back or customer satisfaction guarantees were traditionally associated with retail purchases. But now, at least one healthcare company is jumping into the fray. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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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,
CX Journey
APRIL 19, 2016
Have you put the spotlight on the employee experience at your company? I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience. Sadly, many companies still aren't focusing on the employee experience.
Forrester
APRIL 19, 2016
Not surprisingly, most executives surveyed by Forrester want their organizations to deliver a better customer experience and to become more customer-centric. But few organizations are achieving this aspiration. 84% of brands in Forrester's Customer Experience Index got scores of "OK" or worse by customers. [1]. Stakes in the race for customer experience excellence are high: each year billions of dollars in revenues are in play, to be won or lost due to customer experience.
Experience Matters
APRIL 19, 2016
In a recent Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I spoke about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this is a popular topic for Temkin Group. Here’s a short snippet from my speech (one of several quick take videos from the event), which focuses on The […].
Think Customers
APRIL 20, 2016
Hospitality and travel companies could learn a lot from Iceland in terms of creating a frictionless guest experience. I recently visited Iceland's capital, Reykjavik, for a four-day vacation. Although it was a short trip, it gave me a glimpse into a well-oiled tourism engine that companies should aspire to. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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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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