InMoment XI
OCTOBER 28, 2015
Given the lengthy purchase cycle for new cars and the intense competitiveness of the market, car dealers have a special challenge in creating loyal customers. Is it worth it? A linkage study funded by MaritzCX “showed them the money.” While all businesses would likely agree they want customers to leave happy, it can be challenging.
Customer Bliss
OCTOBER 27, 2015
When I ask executives if they know the volume and value of their new customers and compare it monthly, weekly and annually to the volume and value of lost customers – it’s not top of mind. “It’s in our data” is often the answer. But it’s buried data. Silos own their portion of the information, such as sales performance or marketing performance, but a one-company articulation of the growth or loss of the customer base has usually not been established or tracked.
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Beyond Philosophy
OCTOBER 29, 2015
Lululemon is a brand with a loyal cult-like following, but Customers began to sour on the Lululemon brand last year. However, the buzz is anything but sour on Lululemon these days. And it’s because they are realigning to their Customer-center. September 1st, the high-end yoga-wear maker introduced their new Pant Wall. The new fits are arranged according to how they feel when worn, rather than the silhouette as it was in the past.
Win the Customer
OCTOBER 27, 2015
Getting people motivated to serve customers and consistently deliver exceptional customer experiences can be one of the most daunting challenges for any CX leader or service agent. In this infographic, we take a look at 75 customer service quotes and ideas that are uniquely designed to motivate and inspire you and your organization to focus […].
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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
OCTOBER 29, 2015
How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco. Pacesetters from businesses that are Iconic for CX and entrepreneurs that are disrupting the CX space alike presented on digital CX strategies. Topics included Digital CX.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Experience Matters
OCTOBER 26, 2015
I’ve decided to take on a personal challenge: Tweeting a new customer experience tip for 100 straight days. After accounting for the overhead in each tweet (like referring back to this post), I’m only left with about 105 characters. Hopefully I can keep up the pace and pack insight into that limited space. I’ll be using the hashtag, #CXtip, so you can follow along on twitter (or just keep coming back to this post).
Win the Customer
OCTOBER 24, 2015
Successful strategy is often about executing plans to develop differentiation between existing competitors. In the digital era, there is a growing consensus that most impactful differentiation depends on customer experience delivered to customers. Today’s strategy for success needs to increasingly focus more on customer experience management initiatives.
InMoment XI
OCTOBER 30, 2015
Don’t Gamble with Customer Service. The sun rises in the east and sets in the west. Two plus two equals four. There will be a torrential downpour of rain exactly 5 minutes after you’ve finished washing your car. These are all things we come to expect in life. They are tried and true—consistent to the.
Joe Rawlinson
OCTOBER 28, 2015
There are a number of tried and true methods that help business owners keep and attract customers. One of the most current and prominent marketing trends is minimalism. This concept can be applied to your business through website design, marketing campaigns as well as the way you publish information about your products or services. Minimalist marketing messages capture and retain your audience’s attention, as they provide a concise and clear message they will remember.
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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
Comm100
OCTOBER 30, 2015
If your business sells goods or services online, then you know that nothing beats having a new customer visit your website and then make a purchase. But, the sale is just the beginning of the journey with your new customer. Once the customer makes a purchase, you must ensure that he/she is satisfied with it. Many people confuse satisfied customers with loyal customers, and while they do share similar traits there are a few differences.
Win the Customer
OCTOBER 25, 2015
The right person will build upon what you’ve created, but the wrong person can bring it all down very quickly – and culture can take an awfully long time to rebuild, “Ensuring that someone else can eventually run the business that you’re building depends on one key thing,” according to Richard Branson, “whether or not you find […].
InMoment XI
OCTOBER 28, 2015
Sadly, in some remote parts of the world the velociraptor still lives…or, in other words, sales practices that should have gone the way of the dinosaurs are still kicking. For those of us who spend our careers understanding and attempting to improve the customer experience in the automotive industry, this is hugely disconcerting. My wife.
Kayako
OCTOBER 29, 2015
The customer support rep role has travelled the world and back. It’s taken many different forms from outsourced, to remote work, and now it’s back to the office. Labor that was once seen as cheap and necessary is now a highly regarded role. Here at Kayako, we were built in India. We had two main offices before our London team was even born, and we are in no way outsourced (if anything, we’re offshored to Europe!).
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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Customers That Stick
OCTOBER 27, 2015
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Think Customers
OCTOBER 25, 2015
In recent months, companies like Netflix and Google have set the standard for maternity and paternity leave policies by launching generous packages and lengthy leaves. Domo, a 5-year-old startup, is proving that small brands can stand up to the big boys when it comes to offering competitive policies and benefits. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
InMoment XI
OCTOBER 30, 2015
Don’t Gamble with Customer Service. The sun rises in the east and sets in the west. Two plus two equals four. There will be a torrential downpour of rain exactly 5 minutes after you’ve finished washing your car. These are all things we come to expect in life. They are tried and true—consistent to the. View Article.
ijgolding
OCTOBER 28, 2015
One of the six competencies required in the armory of all Customer Experience Professionals is defined by the Customer Experience Professionals Association (CXPA) as ‘Experience Improvement & Design’ To become a Certified Customer Experience Professional (CCXP), you would need to have knowledge of the following: Design thinking and customer co-creation approaches.
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
OCTOBER 26, 2015
Referrals are an important part of a healthy B2B sales pipeline. According to LinkedIn, 84% of B2B decision makers start the buying process off with a referral. Referred prospects are also 30% more likely to convert than leads generated through other marketing channels, and have a 16% higher customer life-time value. But starting a referral program from scratch can seem like a daunting task.
Think Customers
OCTOBER 27, 2015
Consumers have countless options at their fingertips in today's competitive market. From tables to tablets, the choices are endless across industries. Such possibilities, however, put the consumer in control, giving them the power to drive (or harm) long-term loyalty and retention in the end. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
InMoment XI
OCTOBER 30, 2015
Don’t Gamble with Customer Service. The sun rises in the east and sets in the west. Two plus two equals four. There will be a torrential downpour of rain exactly 5 minutes after you’ve finished washing your car. These are all things we come to expect in life. They are tried and true—consistent to the.
Kayako
OCTOBER 27, 2015
Last week, Sarah Hatter of CoSupport and Sarah Chambers of Kayako joined forces to present a fantastic live webinar about the top five customer support mistakes all businesses make, and how to conquer them. Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook. Sarah also hosts UserConf, a designated forum for support professionals hosted in several different cities.
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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,
iPerceptions
OCTOBER 30, 2015
The competitive arena of customer experience continues to influence how brands develop and evolve. Leaders across industries need to recognize how the customer experience is changing with time, and ensure that they make strides to improve their own programs.
ClearAction
OCTOBER 25, 2015
Customer Experience Planning: Do This, Not That. The annual planning cycle is an opportunity to review pluses and minuses in what’s currently in play, take a look at what’s new, and request resources to take your customer experience performance to the next level in the new year. And it’s more than that: it’s the time when you should step back and assess alignment.
InMoment XI
OCTOBER 29, 2015
How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco. Pacesetters from businesses that are iconic for CX and entrepreneurs that are disrupting the CX space presented on digital CX strategies. Topics included digital CX and.
Win the Customer
OCTOBER 28, 2015
For every business, large or small, the kiss of death is ineffective execution of projects. There’s a bullet coming your way! Actually, it’s a cannonball and if you don’t stop it, it will destroy you and could also destroy what your organization has worked so hard to achieve. For every business, large or small, the […].
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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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