InMoment XI
JULY 17, 2014
How to avoid being the next viral customer experience nightmare. Poor Comcast. No doubt you’ve heard about their latest customer service fiasco. They have some stellar offerings and great technology–it is unfortunate that they should be punished so harshly for another customer experience mistake. But the truth is, this sort of thing seems to. View Article.
Win the Customer
JULY 17, 2014
'Service providers often tie employee compensation with negative behavior, and the entire corporate culture is often toxic. This type of behavior is pervasive in corporate customer service and continues to take place.
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CX Journey
JULY 15, 2014
'In your company, is "customer focus" just a poster on the wall? Or is it a way of doing business? How many times have you walked into an establishment and been bombarded by posters or signs about customer satisfaction, listening to customers, great customer service, etc.? Do you wonder if those posters are just posters, i.e., all fluff and no stuff?
Micah Solomon
JULY 12, 2014
'Are you planning on hiring a keynote speaker for a corporate event, industrywide conference, or executive summit? I’ve scored you some helpful advice for you here, because I know that hiring someone to speak can be disorienting. It isn’t something most buyers do every day, as the process is for those of us who speak professionally. (My personal interest in this is pretty direct.
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InMoment XI
JULY 17, 2014
How to avoid being the next viral customer experience nightmare. Poor Comcast. No doubt you’ve heard about their latest customer service fiasco. They have some stellar offerings and great technology–it is unfortunate that they should be punished so harshly for another customer experience mistake. But the truth is, this sort of thing seems to.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CX Journey
JULY 17, 2014
'I originally wrote today''s post for The DiJulius Group ; it was posted on their blog on May 15, 2014. Is your company short-sighted when it comes to the customer? I''ve been using the phrase "short-sighted" a lot lately, and it got me thinking about how too many companies are short-sighted when it comes to customer experience management. If you''re not familiar with the phrase, Merriam-Webster defines it as: not considering what will or might happen in the future; made or done without thinking
Micah Solomon
JULY 12, 2014
'My View From The Podium. As a professional keynote speaker , I know that the obvious part of my job is, well, obvious: I get up on a stage, freshly showered and dressed–me, not the stage–and kick off an event by speaking. For a brief amount of time, usually about an hour. What happens onstage during that brief amount of time is what I’d like to look at today.
InMoment XI
JULY 17, 2014
How to avoid being the next viral customer experience nightmare. Poor Comcast. No doubt you’ve heard about their latest customer service fiasco. They have some stellar offerings and great technology–it is unfortunate that they should be punished so harshly for another customer experience mistake. But the truth is, this sort of thing seems to.
Strativity
JULY 18, 2014
. . July 2014 News . . Webcast. . Accelerate Cultural Transformation. Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural transformation they are losing the hearts and minds of their employees. Why? Because nobody likes change. .
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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
Amity
JULY 14, 2014
How do you determine if a customer has “adopted” your service or product? How do you accelerate adoption? Firstly, your organization should define adoption with respect your product or service. There are features and functionality that are “more sticky” that should influence your definition of adoption. That stickiness occurs when a user can’t effectively perform their day-to-day tasks without it – sure they can actually do their work but it will take more time, effort or both.
Touchpoint Dashboard
JULY 15, 2014
'I read something today that left me shaking my head in utter disbelief. You’ve probably heard the story, as it’s gone viral. It’s about the Comcast customer service call from hell that tech journalist Ryan Block experienced when attempting to disconnect his cable. The call was so torturous, that Block decided to record a portion […].
InMoment XI
JULY 16, 2014
Differences in dealer processes do exist around the globe and may affect your final CE program design. And keep in mind that since we’re talking global, a small change can have a much bigger ripple effect in terms of cost and implementation. Some final thoughts regarding the design and implementation of a global customer experience program. View Article.
Customer Interactions
JULY 17, 2014
'The date September 11, 2001 is not only a day that lives in infamy, it represents the high water mark for the corporate security industry. Companies rushed to hire marquee security directors or increase the profile and cache of their incumbent CSOs. They issued mandates to rebuild or dramatically enhance their security organizations. Resources flowed to security and many businesses afforded the CSO unprecedented access to, or even a seat at the executive table.
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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Joe Rawlinson
JULY 15, 2014
'I was listening to a recent episode of the ConversionCast podcast where they were discussing a test they ran on a website to try and collect more leads. The original page focused on just collecting information via an online form. The better performing page included a shortened form and an prominent phone number call to action. The company realized that a phone call lead was worth ten times more than a online form lead.
Brad Cleveland Blog
JULY 17, 2014
One thing we all have in common as leaders and managers is the challenge of making good decisions. And (probably no surprise), there’s a strong correlation between decision effectiveness and business performance, as illustrated by research referenced in this interesting (and meaty) article.
InMoment XI
JULY 16, 2014
Differences in dealer processes do exist around the globe and may affect your final CE program design. And keep in mind that since we’re talking global, a small change can have a much bigger ripple effect in terms of cost and implementation. Some final thoughts regarding the design and implementation of a global customer experience program.
Amity
JULY 16, 2014
App-Tip. The Account Summary Table in Amity’s Portfolio app is a helpful tool that can provide as much, or as little detail about all or just a subset of your accounts. You can manipulate the data 4 ways: By hiding or reordering columns and. By sorting data on a specific column or grouping data and. By changing values directly in the editable fields.
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
Influitive
JULY 17, 2014
If you’re a B2B marketing executive, you have to fill a number of roles: Leader. Innovator. Brand builder. Recruiter. Coach. In my experience, however, one of the most important is portfolio manager. (And no, I’m not talking about moonlighting as a number-crunching banker.). While leadership skills are listed in all marketing executive job descriptions, the role of portfolio manager is often overlooked.
Brad Cleveland Blog
JULY 17, 2014
One thing we all have in common as leaders and managers is the challenge of making good decisions. And (probably no surprise), there’s a strong correlation between decision effectiveness and business performance, as illustrated by research referenced in this interesting (and meaty) article.
InMoment XI
JULY 16, 2014
Differences in dealer processes do exist around the globe and may affect your final CE program design. And keep in mind that since we’re talking global, a small change can have a much bigger ripple effect in terms of cost and implementation. Some final thoughts regarding the design and implementation of a global customer experience program.
Daniel Group
JULY 17, 2014
'When the word “innovation” is mentioned we often think of the “big” innovations, such as the transistor, MRI, email and smartphones. However, beneath the headlines heralding these great breakthroughs lies the reality that innovation is happening all the time in every industry. Indeed, companies that have stayed successful over the years seem to place a great emphasis on innovation, even if the product they sell is rather pedestrian.
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MyCustomer
JULY 14, 2014
Voice of the Customer Should you stop serving unprofitable customers?
Strativity
JULY 16, 2014
Hackensack, NJ (PRWEB) July 16, 2014. Strativity Group’s next Customer Experience Management (CEM) Certification program will be held in Orlando, FL., October 21-23, 2014. The program is designed to provide a multifaceted, interactive and overall empowering experience that will ensure participants are equipped with the tools they need to make Customer Centricity an organizational success.
InMoment XI
JULY 17, 2014
Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually wanted to be contacted by the airline, but there is no place in their survey for a hot alert (request to be contacted). Instead at the end of their survey it says, “Comments or issues.
InMoment XI
JULY 17, 2014
Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually wanted to be contacted by the airline, but there is no place in their survey for a hot alert (request to be contacted). Instead at the end of their survey it says, “Comments or issues.
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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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