InMoment XI
DECEMBER 4, 2015
One of the frequent obstacles of launching a customer experience program presented by many B2B clients is the lack of a quality list of customers to contact. Client database challenges present themselves in a variety of formats: Scattered Account List. Maybe the organization grew by a series of acquisitions, or maybe no one will commit.
Michelli Experience
DECEMBER 2, 2015
There are leaders, followers, and…well people who just get in the way! Which are you? In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Such was the case for Mercedes-Benz!
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Beyond Philosophy
DECEMBER 3, 2015
Wouldn’t it be great if you could truly predict Customer’s behavior. Well you can! Welcome to the world of behavioral economics. I have recently been included in Brand Quarterly’s ‘Top 50 Marketing Thought Leaders over 50’ and they asked me an interesting question: “What do I think the next industry trends would be for the year?” I thought I would expand on my thoughts here and give a better explanation.
Customer Bliss
DECEMBER 3, 2015
The question is simple: In this stage of your customer journey, is the experience you deliver consistent and reliable? Start the assessment by having employees walk in your customer’s shoes. This activity is a combination of watching videos or having them ‘be a customer prior to the session’ by signing up for your services or trying to get a trial, etc.
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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
DECEMBER 4, 2015
One of the frequent obstacles of launching a customer experience program presented by many B2B clients is the lack of a quality list of customers to contact. Client database challenges present themselves in a variety of formats: Scattered Account List. Maybe the organization grew by a series of acquisitions, or maybe no one will commit. View Article.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Experience Matters
DECEMBER 4, 2015
We recently published the Temkin Loyalty Index (TLi), which examines five areas of loyalty for 293 companies. So I looked at how that data related to the Temkin Experience Ratings (TxR) for those same companies. To normalize the data across industries, we compared company scores to the averages for their industries. As you can see below, there’s a very high correlation between the two.
Heart of the Customer
DECEMBER 2, 2015
Journey mapping is a great way to visualize and truly understand your customer’s journey as they interact with your organization. But when you start a journey mapping project, how do you know where to start? Where do you investigate? It begins with a hypothesis. A frequent practice is to end a journey mapping process with […]. The post Journey Mapping to Hypothesis Mapping: Creating Better CX appeared first on Heart of the Customer.
InMoment XI
DECEMBER 4, 2015
One of the frequent obstacles of launching a customer experience program presented by many B2B clients is the lack of a quality list of customers to contact. Client database challenges present themselves in a variety of formats: Scattered Account List. Maybe the organization grew by a series of acquisitions, or maybe no one will commit.
Natalie Petouhof
DECEMBER 1, 2015
Tweet. People spend more waking hours at work than anywhere else. So it’s no surprise that in a fast-changing world, the workplace is transforming. As part of the larger digital transformation of business, the future of work is being discussed as a wide range of developments in both technology and culture. It is already driving massive innovation and become an opportunity for competitive advantage.
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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
Topdown
DECEMBER 2, 2015
Data management software helps companies retrieve, manipulate and use data, even data stored in multiple places and in different formats. This broad software category can refer to ETL tools , data virtualization tools , or any number of enterprise data management solutions that consolidate and render data for analysis or other applications. Customer experience management (CXM) requires some form of data management since personalized customer service and other customer communications require acce
Think Customers
NOVEMBER 29, 2015
Sales reports from Black Friday weekend and forecasts for today indicate a shift in consumers' holiday shopping preferences. Black Friday weekend sales fell to $10.4 billion, down from $11.6 billion this time last year, while online sales are expected to jump more than 11.7 percent. The National Retail Federation reported that 103 people shopped online over the weekend and it expects another 121 million people to shop online today.
Customers That Stick
DECEMBER 1, 2015
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Andrew Mcfarland
DECEMBER 1, 2015
While code sharing is a model that should benefit customers greatly, the reality is still far from the promise. As a result, customers who benefit from one aspect of the customer experience – pricing advantages – suffer along the remainder of the customer journey. The Promise: OneWorld offers “interline ticketing between member [.].
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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Kayako
DECEMBER 3, 2015
Let’s set the scene – I’m sure you’ll recognize it. You’ve been hired as a customer service manager, tasked with delivering great customer service. But your VPs and C-level execs are focused on profit margins and productivity. They want to cut your budget. Customer service is a cost-center, it doesn’t impact earnings, and investing money into it is like pouring money down the drain… isn’t it?
Think Customers
DECEMBER 1, 2015
Every day there's more information available to marketers about consumers, including their transaction histories, social media comments, mobile and website behaviors, etc. But there's far less data available about B2B buyers, including information about their preferences and interests, making it challenging for B2B sales and marketing teams to understand their clients' interests and needs in what is typically a more complex and extended sales cycle.
Steve DiGioia
NOVEMBER 30, 2015
all those cuts and scrapes were worth it in the end This original article was written by Steve DiGioia. I once read that if you can’t learn something new each day then it doesn’t make sense to even get out of bed. Well that may be a little harsh but there is something to this statement. In all our interactions with others, with all the snippets of information we have gathered from books or television and with all we have learned through trial and error, we hold a plethora of valuable information
Eptica
DECEMBER 1, 2015
Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. Author: Robin Tandon Delivering outstanding customer service is central to every business , but is especially important to midsize organizations, which may not have the brand recognition or marketing budgets of their larger competitors.
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
Customer Enthusiast
DECEMBER 3, 2015
My next-door neighbor, Behzad, has an interesting story. Although he was born in San Antonio where his father was stationed in the Army, his family returned to their home country of Iran when he was still a baby. In 2006, at the age of 25, he returned to the U.S. for the first time since leaving the country as a baby, arriving on a flight to Denver.
ijgolding
DECEMBER 2, 2015
Followers of my blog will know that I am keen to share others perspectives on the subject of Customer Experience when the opportunity arises. I am delighted to be able to do just that in this post. Only recently I wrote about the differences between Customer Service, Customer Experience and Customer Centricity – in the post I make the following statement: “Becoming a truly Customer Centric organisation is what will ultimately enable businesses to consistently deliver Customer Experi
iPerceptions
DECEMBER 3, 2015
As we enter into December, brand leaders should take a moment to reflect on some of the fascinating customer experience insights that emerged last month. And, with the holiday season in full swing, there's no better time to consider some of the major trends impacting consumer decisions.
Kate Nasser
NOVEMBER 30, 2015
Working with rude angry customers doesn't have to wear you down. It can actually be one of the best people skills learning experiences of your life. Think these 5 things for best results and to increase emotional intelligence. Great EQ EI tips fr The People SKills Coach™, The post Rude Angry Customers: 5 Ways to Stay Calm & Caring | #Custserv #Peopleskills appeared first on KateNasser.com.
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Customer Enthusiast
NOVEMBER 30, 2015
The French term “esprit de corps” means a feeling of pride, fellowship, and common loyalty shared by members of a particular group. When I read about the most admired corporations or the best places to work, the common thread among these articles is the presence of an engaged, committed workforce. The dilemma for many organizations is how to attract and develop this type of workforce.
Think Customers
DECEMBER 1, 2015
As job functions continue to evolve, employees have come to expect more from the training programs designed to advance their skills. While these programs provide employees with the knowledge necessary to fulfill their roles, employees also crave engaging lessons that empower them to grow and develop along their personal career path. By establishing programs that sustain individual improvement, leaders demonstrate their investment in both the business and their employees, for they understand that
Myra Golden
NOVEMBER 30, 2015
The Sale You’ve Been Waiting For Starts Now![CYBER WEEK]. Get your Training Resources for 2016 Now! 50% OFF YOUR TRAINING RESOURCES. Training Kits, eLearning Suite, Full Access Subscription. Use Code THANKYOU16. Cyber Week Special Discounts end December 6, 2015. Resources to help you retain more customers through expert complaint handling and WOW customer service. .
Natalie Petouhof
DECEMBER 1, 2015
Tweet LiveOps, a global leader in cloud contact center and customer service solutions, and Marlin Equity Partners, a global investment firm with over $3 billion of capital under management, today announced the completion of Marlin’s acquisition of LiveOps Cloud Platform. Venture capital firm Presidio Partners, an existing investor in LiveOps, participated in the acquisition alongside Marlin.
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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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