Experience Investigators by 360Connext

OCTOBER 2, 2014

'This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. The second annual #CXDay is October 7th, 2014. Come celebrate with us! (Scroll down for more details.). What’s the value of customer experience? It’s an interesting question. Whether by your customers or from within your organization, the value of customer experience can be measured in so many ways.

Customer Experience 297

Customer Experience 2012 2013 2014 297

InMoment XI

SEPTEMBER 30, 2014

Allegiance is proud to host Utah’s first Customer Experience (CX) Day as a sponsor of CXPA’s international CX Day. This event will offer key insights into the CX space and help educate those interested in measuring and improving the customer experience in their organizations. So what is CX and why should you care? CX is. View Article.

Events 200

Events Measurement Article Insights 200

Beyond Philosophy

OCTOBER 3, 2014

'The Royal Yacht Britannia is the number one attraction on TripAdvisor in the UK. I have been fortunate enough to know and work with their Chief Executive Bob Downie for a number of years, and Bob will tell you that receiving this accolade wasn’t their goal. In a recent conversation with me, Bob explained “It wasn’t an objective to become number one on TripAdvisor.

Leadership 154

Leadership CEM 2014 Sports 154

Customers That Stick

OCTOBER 2, 2014

'Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. With 25 years in business and a Masters in Organizational Psychology, Kate has guided tens of thousands to engage in uplifting productive interactions.

Workshop 152

Workshop Customer Service Training Government Blog 152

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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.

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Experience Investigators by 360Connext

SEPTEMBER 29, 2014

'The following is a Best of 360Connext post. Many executives are interested in improving and understanding customer experience. They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 70% of shoppers have stopped buying goods or services from a company after experiencing poor customer service. 64% have made future purchases from a

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

Win the Customer

OCTOBER 1, 2014

'Building a brand is all about creating a brand image and continually serving customers in a way that creates a positive perception of a business, its products and services. Effective branding means staying relevant in the minds of people via associating positive, action motivating, and emotionally engaging feelings in the hearts and minds of the customer.

Brands 143

Brands Call Center Loyalty Customers 143

Michel Falcon Experience

OCTOBER 2, 2014

'When I meet with companies to improve their customer experience I’m often greeted with, “Michel, we are very conservative. I don’t know how much we can invest to improve our customer experience.” I understand operating budgets are reviewed with strict attention, however, what I have a hard time understanding is when a company will “double down” on traditional media and say they don’t have the budget to increase their customer loyalty.

Customer Experience 131

Customer Experience ROI Customer Retention Customers 131

Experience Investigators by 360Connext

OCTOBER 1, 2014

'How do you build customer relationships in today’s high-tech marketplace? I hate to say it, but… You’re running out of options. Customers are casually dating competitors while we are constantly learning what makes them happy and trying to speak their language. Email is one of the few fertile grounds you have left for building customer relationships.

E-support 274

E-support 2013 2014 Social Media 274

InMoment XI

SEPTEMBER 30, 2014

Allegiance is proud to host Utah’s first Customer Experience (CX) Day as a sponsor of CXPA’s international CX Day. This event will offer key insights into the CX space and help educate those interested in measuring and improving the customer experience in their organizations. So what is CX and why should you care? CX is.

Events 200

Events Measurement Article Insights 200

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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

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Win the Customer

SEPTEMBER 29, 2014

'Creating an exceptional customer experience requires time, effort, and attention to detail. It’s critical to understand customers, customer expectations, and have the right process to ensure that service delivered exceeds service expectations. Customers want more than just words and pretty pictures. Customer Journey mapping is an integral part of customer experience design.

Customer Journey Mapping 134

Customer Journey Mapping Customer Experience Customer Experience Design Customer Journey 134

Customers That Stick

SEPTEMBER 29, 2014

'One of the (usually) fun things about being in the customer service/customer experience space is that friends, family members, and colleagues like to tell you about their newest customer service adventures — positive or negative. The following happened to a colleague of mine a few weeks ago. The setting has been altered slightly to protect the guilty.

Blog 121

Blog Interaction Customer Service Communication 121

Experience Matters

SEPTEMBER 29, 2014

'McDonald’s recently announced the appointment of its first VP Customer Officer , Fred Ehle. I applaud McDonald’s for the move. In Temkin Group report, ROI of Customer Experience, 2014 , we found that a modest improvement in customer experience can generate an average of $437.5 million over three years for every $1 billion in annual revenues for a fast food chain.

Customer Connectedness 105

Customer Connectedness 2014 ROI Brand Values 105

InMoment XI

SEPTEMBER 30, 2014

As customer experience professionals, it’s time we realized that we are no longer practicing customer experience management, but rather customer experience enablement. When it comes to the customer journey, we’re just along for the ride. This is not to say that we cannot have an effect on the customer experience, but the role that companies need.

Customer Experience Professionals 200

Customer Experience Professionals Customer Journey Customer Experience Management Article 200

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

Win the Customer

OCTOBER 2, 2014

'33% Percent of companies admit to not keeping promises made to customers. Recent research reported by the Institute for Corporate Productivity (i4cp) and the American Management Association (AMA), shows that there’s a growing gap between what organizations aspire to in terms of service delivery and the actual service customers experience. Business is different.

Culture 122

Culture Management Customer Service Customer Experience 122

Customer Enthusiast

SEPTEMBER 30, 2014

'When asked about his approach to work during an interview, the late J.W. Marriott, Sr. said, “There aren’t these two opposites, work and play, one bad and the other good. It’s having a vision of the way things ought to be, and then making them that way.”. Keep in mind that Mr. Marriott’s “work” – from the time he opened his first 9-seat root beer stand in 1927 until his death in 1985 – consisted of serving customers.

2006 105

2006 Exceptional Customer Service Definition Retail 105

Forrester

SEPTEMBER 29, 2014

'I get just as excited as the next analyst about the latest and greatest startup. But you know what? There''s something extra cool about a brand that''s been around since 1864, and yet runs neck-and-neck with Amazon in our UK customer experience rankings. That''s why we invited Andrew Murphy, retail director of John Lewis Department Stores, to speak at Forrester''s Forum For Customer Experience Professionals EMEA in London on November 17th and 18th, 2014.

Multi-Channel 99

Multi-Channel Customer Experience Retail 2014 99

InMoment XI

SEPTEMBER 30, 2014

Allegiance is proud to host Utah’s first Customer Experience (CX) Day as a sponsor of CXPA’s international CX Day. This event will offer key insights into the CX space and help educate those interested in measuring and improving the customer experience in their organizations. So what is CX and why should you care? CX is.

Events 200

Events Measurement Article Insights 200

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

Experience Matters

OCTOBER 1, 2014

'Do you want to build sustainable customer experience differentiation? Watch this video: The bottom line : You’re only as strong as your weakest CX Core Competency.

Customer Experience 125

Customer Experience Customers 125

Maz Iqbal

OCTOBER 2, 2014

'Why is it that I prefer not to business with a customer-centric business? Allow me to share my answer by referring to the UK grocery market. Which supermarket chain was applauded, by many, for its customer-centred way of doing business? Tesco. What was held responsible for fuelling this customer-centred way of doing business? The Tesco Club Card.

Customer Centricity 76

Customer Centricity 2014 Culture Customer Focused 76

Forrester

SEPTEMBER 30, 2014

'In my last report, " Standardize Great Customer Experience Delivery ," I look at how companies create, share, and assess customer experience (CX) standards. Done well, CX standards prevent avoidable customer experience mistakes, ensure consistent experience delivery, and set a high bar for customer experience quality. But bad CX standards are worse than no standards at all.

Customer Experience 93

Customer Experience Call Center Customer Experience Professionals Metrics 93

InMoment XI

SEPTEMBER 30, 2014

As customer experience professionals, it’s time we realized that we are no longer practicing customer experience management, but rather customer experience enablement. When it comes to the customer journey, we’re just along for the ride. This is not to say that we cannot have an effect on the customer experience, but the role that companies need.

Customer Experience Professionals 200

Customer Experience Professionals Customer Journey Customer Experience Management Article 200

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Measurement

Beyond Philosophy

OCTOBER 3, 2014

'The Royal Yacht Britannia is the number one attraction on TripAdvisor in the UK. I have been fortunate enough to know and work with their Chief Executive Bob Downie for a number of years, and Bob will tell you that receiving this accolade wasn’t their goal. In a recent conversation with me, Bob explained “It wasn’t an objective to become number one on TripAdvisor.

Leadership 68

Leadership 2014 Sports Hotels 68

Maz Iqbal

OCTOBER 1, 2014

'On Tops And Their Struggle With Customer Experience and Employee Engagement. Have you noticed that the folks who occupy the seats of power (‘Tops’) in organisational life struggle with ‘Customer Experience’ and ‘Employee Engagement’? By that I am not pointing at the talk. Nor am I pointing at conceptual-intellectual understanding.

Engagement 74

Engagement Customer Experience Travel Leadership 74

Think Customers

OCTOBER 2, 2014

'Real-time data is essential for optimizing a campaign, but is it overused? And what defines performance? Yesterday, executives from Time Inc., MSN Global Marketing at Microsoft, Mediahub and more tackled these questions in a panel discussion hosted by publishing company Purch as part of the networking marathon known as Advertising Week in New York City.

Advertising 99

Advertising Customer Engagement Blog Engagement 99

Customer Enthusiast

OCTOBER 3, 2014

'I know I’ve done it. I acknowledge the importance of flossing and commit to my dentist that I’ll floss twice daily over the next six months between cleanings. Then, as my appointment nears, I’ll realize how inconsistent I’ve been and make a special effort to floss in the days preceding my visit. During my oral exam, not wanting to put me on the defensive, Dr.

Exceptional Customer Service 69

Exceptional Customer Service Retail Books Events 69

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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