Alida

OCTOBER 4, 2016

Online communities are now an important tool in gaining ongoing customer feedback and insight. In particular, insight communities —private, online communities made up of carefully selected groups of customers who develop long-term relationships with brands—are now used by hundreds of customer-centric global brands. To get the most business value out of your online communities, you must work to keep members engaged.

Engagement 250

Engagement Entertainment Insights 2016 250

Experience Investigators by 360Connext

OCTOBER 5, 2016

Processes involving humans (that is, ALL of them) require lots and lots of reminders, revisions and revamping. The post Document THIS! Betrayed by Customer Experience Documentation appeared first on Customer Experience Consulting.

Document 211

Document Customer Experience Consulting Customers 211

Customer Bliss

OCTOBER 6, 2016

Customer churn is bad. You don’t want it, obviously. In a perfect utopia, all your customers would stay in the fold, retain, and refer you to other new customers. That’s the apex of a customer-driven growth engine, and it’s essentially the polar opposite of customer churn. But we all know the quote, often attributed to Warren Buffett.

Chief Customer Officer 192

Chief Customer Officer 2012 Innovation Reference 192

InMoment XI

OCTOBER 5, 2016

To me, one of the most important aspects of the customer experience (CX), that should be highlighted on CX day, is listening. When a company first starts out, it’s easy to listen. The gap between those who can make a difference and the customer is small. However, as a company grows larger and more successful, View Article.

Article 200

Article Customer Experience Retail Customers 200

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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

GetFeedback

OCTOBER 4, 2016

The customer journey is evolving. Modern consumers want a more personalized customer experience, and companies can secure their loyalty by delivering it.

Customer Journey 150

Customer Journey Customer Experience Loyalty Customers 150

Customer Bliss

OCTOBER 4, 2016

Episode Overview. Duygu Cibik has a robust history in operations and change management and transformation. So when she took on the role of the Chief Customer Success officer at Reval, she knew she needed to create a very deliberate path to gaining understanding, acceptance and traction in her role. About Duygu. Duygu has 15+ years of leadership experience in enterprise technology with a strong track record of growing 100+ million dollar B2B technology businesses with full P&L responsibility

Customer Success 166

Customer Success 2016 2013 Metrics 166

InMoment XI

OCTOBER 5, 2016

To me, one of the most important aspects of the customer experience (CX), that should be highlighted on CX day, is listening. When a company first starts out, it’s easy to listen. The gap between those who can make a difference and the customer is small.

Article 200

Article Customer Experience Customers 200

Win the Customer

OCTOBER 5, 2016

It should be obvious that how you treat your customers is a vital factor in business success, yet many companies become so focused on implementing their policies and procedures that customer satisfaction can get overlooked. It’s absolutely essential to continued success to provide the best possible customer experience you can. Here are four mistakes that can ruin your business in the eyes of its customers.

Customer Experience 136

Customer Experience Poor Customer Service Call Center Customer Satisfaction 136

ShepHyken

OCTOBER 5, 2016

Last week I wrote about the Un-WOW. After a number of comments from our readers, I want to discuss how, when and where you can WOW your customers. I’ve always been concerned with a company that tells me that they want to consistently WOW their customers. Like perfection is not reality, the concept of consistently WOWing customers is a lofty, if not impossible goal to achieve.

Hotels 133

Hotels Customer Service Training Leadership Customer Service 133

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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

Retail

Amity

OCTOBER 5, 2016

Launched in 2014, Typeform has already reached over 1.5 million users worldwide and is not planning on slowing down anytime soon. The Southern European startup based in Barcelona is on its journey to making things a little more human with game-changing forms, surveys, and more. Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since it

Customer Success 129

Customer Success 2014 NPS Metrics 129

Experience Matters

OCTOBER 4, 2016

It’s CX Day in New Zealand, so that’s reason enough to kick off Temkin Group’s CX Day celebration. I can’t think of a better way to start CX Day in The Year of Emotion, then to share my Q&A with Barry Schwartz. During this one hour video focused on Infusing Humanity into CX, we discuss some of Barry’s key findings about people and happiness, and […].

Customer Connectedness 121

Customer Connectedness Customer Centricity Culture Engagement 121

Win the Customer

OCTOBER 3, 2016

One of the best ways to keep up with the competition – and even edge out in front of them – is to be flexible when it comes to your business strategies. Are you feeling a push to move ahead of the competition? Whether you’re a brand new company or you’ve noticed sales have been dropping, it’s time to compete better and harder than before.

Social Media 133

Social Media Sales Brands Marketing 133

ShepHyken

OCTOBER 7, 2016

This week on our Friends on Friday guest blog post my colleague Erica McBride, shares a story that explains why your organization doesn’t want to just be good, you want to be great! – Shep Hyken . There was a time when ‘good’ was ‘good enough’ If a customer said we were ‘good’, we were happy. If, in coaching, we told the advisor they were ‘good’, we all were happy.

Blog 119

Blog Hotels Social Media Travel 119

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

Customers That Stick

OCTOBER 3, 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.

Customers 164

Customers Customer Service Training Customer Service 164

Michel Falcon Experience

OCTOBER 3, 2016

I’ve started to record videos answering questions that I receive via Twitter, email or via my website. If you would like me to answer your questions, please leave a question directly below this video or tweet me. -Michel. The post Customer Experience and Employee Engagement Q&A | Video #1 appeared first on Michel Falcon.

Engagement 114

Engagement Customer Experience Customers 114

ijgolding

OCTOBER 3, 2016

As someone who spent 17 years working in a corporate environment, I have experienced enough metaphors and analogies to last me a lifetime. Often, the use of both come across as either patronising, irritating, or indeed both!! That being said, in reality, I am actually as guilty as using them to get a point across as anyone else! If you are not fond of an analogy, then I suggest you spend the next five minutes of your time doing something else!!

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

Experience Matters

OCTOBER 5, 2016

As part of our CX Day celebration, we’re giving away this free eBook: 25 Tips For Tapping Into Customer Emotions. Here’s the executive summary: Emotions play an essential role in how people form judgments and make decisions. Consequently, a customer’s emotional response to an experience with a company has a significant impact on their loyalty to […].

Loyalty 106

Loyalty Customers Customer Connectedness Innovation 106

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

Topdown

OCTOBER 5, 2016

In “ CMTO Agenda: The C-Suite's Newest Member Takes On Customer Experience ,” Sheldon Monteiro ( @sheldon_tm ), ‎senior VP and chief technology officer at SapientNitro, writes: “In today’s digital world, experience makes all the difference. Any organization can compete on product, price, place and promotion, but none can duplicate how a brand makes the customer feel.

Technology 100

Technology Marketing Loyalty Brands 100

Customer Bliss

OCTOBER 3, 2016

Guest Post by Lou Manfredini, Ace Hardware’s Home Expert and Center for Excellence Team Member, boasts more than 25 years of home improvement experience. . The new world of shopping. Let’s face it, the way we shop and buy things now is a lot different than it was even 5 years ago thanks to online ordering, buying through an app, writing online reviews – the list goes on.

2016 107

2016 Customer Service Books Interaction 107

ShepHyken

OCTOBER 4, 2016

Doug Sandler Shares How Nice Guys Finish First. Shep Hyken speaks with blogger, speaker, DJ, and bestselling author, Doug Sandler. They discuss his book, “ Nice Guys Finish First.” Doug shares his expertise about how to provide excellent customer care, and how you can achieve more with customers by being nice. If you want to finish first in customer care, tune into this episode of Amazing Business Radio!

Customer Care 126

Customer Care Books Customer Service Customers 126

Experience Matters

OCTOBER 5, 2016

Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration. Take a look at last year’s ultimate CX infographic. Here are links to download different versions of the infographic: Infographic: in.jpg format, in.pdf format 18″ x 24″ poster: in.jpg format, in.pdf format Filed under: CCXP3 Organizational Adoption […].

2016 131

2016 Customer Experience Download Customers 131

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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,

Measurement

Michelli Experience

OCTOBER 4, 2016

It will come as no surprise that consumers today demand effortless and expedited service! Online retailers like Amazon have made shopping easier (24-hours a day, purchasing from the comfort of our home, with no lines at checkout) but they make customers wait for delivery (typically relying on UPS). By contrast, brick-and-mortar businesses have products available for immediate purchase but often aggravate customers with slow or inefficient processes for completing transactions (e.g. lines at the

Competitive Advantage 85

Competitive Advantage Retail Leadership Innovation 85

Avaya

OCTOBER 7, 2016

The evolving demands of digital-savvy customers have a deep impact on the contact center. In today’s highly connected society, customers are relying on other people around them to find information to solve issues. They consult online resources, form online communities, and look to endorsements from total strangers to form opinions on products and services.

Contact Center 81

Contact Center Customer Experience Omnichannel 2016 81

ijgolding

OCTOBER 5, 2016

Whilst there are still some business leaders around the world who are yet to believe it, most organisations have woken up to the importance of continuously listening to the perception of the customer. It seems so obvious that a company or business should constantly monitor how its customers feel about what it is doing, but it would amaze you how many are not doing so.

Touchpoint 82

Touchpoint Measurement Feedback Customer Journey 82

NICE inContact

OCTOBER 3, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry. Please download the full report for complete details. In honor of National Customer Service Week , let’s revisit a celebrated example of a CSR taking the “above and beyond” mantra to an all-time high: A Zappos

2012 82

2012 Customer Service Representative 2016 Contact Center 82

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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.

Customer Engagement