InMoment XI
AUGUST 14, 2014
Last month the article “5 Traits of Successful Customer Experience Leaders” was featured in the Yahoo! Small Business Advisor. In short, these traits are: flexibility, business acumen, instinct, communication prowess and empathy. Similarly, customer experience leaders utilizing big data share a number of the same attributes, as well as other key traits.
Michel Falcon Experience
AUGUST 13, 2014
'Every company, regardless of size or industry, must use surveys to improve their customer experience. When it comes to customer surveys, I believe there are three types of companies: The “surveys don’t work” company : This company never collects customer feedback because they are short sighted and don’t know what to do with the data.
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Win the Customer
AUGUST 15, 2014
'Last week I had the opportunity to fly with Virgin Atlantic. I’ve become an addict of their sister airline, Virgin America, and was relishing the opportunity to see how the international service compared. Like most savvy business travelers, I packed my carry-on with cleverly matched outfits that would last me the week I’d be away, […].
PeopleMetrics
AUGUST 14, 2014
'Social media. Like most people in business, you probably fall in one of these camps: absolute adoration or total apathy. But, one day, a customer service disaster could explode and go viral. Why me? Why my company? This one customer service call is going to ruin my brand! I’ve worked so hard to build it the right way, and why, oh, why did this one employee do that one thing?!
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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
AUGUST 14, 2014
Last month the article “5 Traits of Successful Customer Experience Leaders” was featured in the Yahoo! Small Business Advisor. In short, these traits are: flexibility, business acumen, instinct, communication prowess and empathy. Similarly, customer experience leaders utilizing big data share a number of the same attributes, as well as other key traits.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Kristina Evey
AUGUST 15, 2014
'What is one of the biggest mistakes companies make in their customer service efforts? Not asking for or not encouraging customer feedback. The customers are the people keeping you in business. Listen to them. Many of us go about our day and do business with our usual vendors day in and day out. Or, maybe we are one of those 70% who leave because we don’t like the service and find someone who does treat us better and we like the overall experience enough to stay until we find someone else.
PeopleMetrics
AUGUST 11, 2014
'In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. After discovering who the best of the best are, we picked their brains to discover why they are the best of the best.
InMoment XI
AUGUST 14, 2014
Last month the article “5 Traits of Successful Customer Experience Leaders” was featured in the Yahoo! Small Business Advisor. In short, these traits are: flexibility, business acumen, instinct, communication prowess and empathy. Similarly, customer experience leaders utilizing big data share a number of the same attributes, as well as other key traits.
Customer Enthusiast
AUGUST 11, 2014
'I know a successful Denver web designer whose mantra is: “Keep working for the referral.” In other words, even after he gets the business, he continues to work hard to deliver a breathtaking design to his clients in order to delight them – and inspire their referrals. But what impresses me even more about Jeff is that, when the business doesn’t go his way, he continues to keep working for the referral.
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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
ijgolding
AUGUST 13, 2014
'I recently read an interesting article about book stores. The very first sentence of the article stated: ‘Independent bookshops need to make readers feel special in order to compete in the internet age, say book trade experts’. You would find it hard to disagree with the statement. The number of Bookstores physically present on UK high streets have fallen to less than 1000 in 2014 – down over a third in the last ten years.
CX Journey
AUGUST 14, 2014
'A little less conversation and a little more action makes Elvis - and your customers - happy campers. Yup, Elvis! He''s my latest inspiration. Actually, I''ve been sitting on this one for a while, waiting for the right moment or topic to come up in order to incorporate this Elvis song into a blog post. The song? A Little Less Conversation. Specifically, the chorus goes like this: A little less conversation, a little more action, please All this aggravation ain''t satisfactionin'' me A little mo
Aveus
AUGUST 12, 2014
Every organization, no matter what you do or who you do it for, has a customer experience that can either earn you or cost you money. Once your organization embraces the fact that your customer experience drives revenue and profit (and is not a tradeoff), many things need to happen within your organization to align yourself behind your customer’s experience – among them, measuring your customer experience.
Arie Goldshlager
AUGUST 12, 2014
I found the following observation by Niraj Dawar very instructive. Please note particularly: “From a brand manager’s perspective, the question is what is a consumer loyal to — are they loyal to the brand that you’re selling or are they loyal to the points? If they’re loyal to the points the moment you stop those points your product will stop selling,” Dawar cautions.
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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Daniel Group
AUGUST 15, 2014
'A few weeks ago, I was reading through several thousand voice-of-the-customer (VoC) comments we’d gathered for a client 1 when I was stopped in my tracks by a quote. The customer told us that while he preferred a competitor’s product, he’d purchased our client’s product instead because he preferred the experience he’d had with our client’s sales representative.
CX Journey
AUGUST 12, 2014
'Image courtesy of LoBue Citrus Are you setting expectations - and delivering on them? I recently ate an interesting orange that inspired me to write this post. Yes, the image to the left is of an orange, a pink orange ! (Not a pink grapefruit, which we''ve all heard of.) Ever heard of such a thing? I hadn''t. Until I went into the grocery store the other day and saw it in the produce department.
Amity
AUGUST 12, 2014
5 Things You Must Know About Your Customer For Success. Thanks to an article authored by Douglas Burdett, I not only discovered the 5 things I must know about my buyer persona to generate leads , but I was also introduced to Adele Revella, the Buyer Persona Institute and an incredible wealth of education and knowledge found on their website and blog.
Forrester's Customer Insights
AUGUST 10, 2014
'For many organizations, the digital journey is full of potential roadblocks. Successful organizations excel at overcoming traditional operational practices, approaches, and mindsets to enable change. For a well-known global brand like Avon, embracing an omnichannel approach to customer engagement was essential to continue thriving in a digital world.
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
InMoment XI
AUGUST 14, 2014
The banking industry is operating in a changing environment as its customer base evolves from older, traditional users to a younger, technology-driven generation. To address this changing landscape, national/regional and community banks must be willing to make the necessary investments to keep pace with technological advances and be prepared for changing expectations.
Customer Interactions
AUGUST 14, 2014
'Dr. Bob Banerjee, Sr. Director of Training and Development, NICE Systems Sunil Jose, Product Manager - Operations Surveillance, Baker Hughes Steve Tangert, Associate Product Marketing Manager Bosch Security Systems, Inc. What are some of the hot button trends shaping the security industry? Some may surprise you. Take for example video. Historically, the most common way that organizations used video forensically was after an incident took place.
Brad Cleveland Blog
AUGUST 15, 2014
According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally support it as a customer care channel. That leaves 34% of organizations with a presence, but without customer care for social media. Is your organization part of the 34%? If so, check out this video.
Arie Goldshlager
AUGUST 15, 2014
I found this note on “ Don’t listen to what your customers say, watch how they behave ” by Rita Gunther McGrath very thought-provoking. Please note particularly: “I am often asked by companies with whom I work whether focus groups, surveys or customer panels are useful in learning what customers want and more importantly, what they will pay for.
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InMoment XI
AUGUST 14, 2014
The banking industry is operating in a changing environment as its customer base evolves from older, traditional users to a younger, technology-driven generation. To address this changing landscape, national/regional and community banks must be willing to make the necessary investments to keep pace with technological advances and be prepared for changing expectations.
Strativity
AUGUST 14, 2014
Hackensack, NJ (PRWEB) August 14, 2014. Strativity Group, a global customer experience transformation firm, is listed in the August 2014 Forrester Research, Inc. report, Market Overview: Where To Get Help With Culture Transformation. The report states that “Strativity executes complex customer experience transformations.”. The report highlights Strativity’s Experience 360 tool and a client case study.
Brad Cleveland Blog
AUGUST 15, 2014
According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally support it as a customer care channel. That leaves 34% of organizations with a presence, but without customer care for social media. Is your organization part of the 34%? If so, check out this video.
InMoment XI
AUGUST 14, 2014
The banking industry is operating in a changing environment as its customer base evolves from older, traditional users to a younger, technology-driven generation. To address this changing landscape, national/regional and community banks must be willing to make the necessary investments to keep pace with technological advances and be prepared for changing expectations.
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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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