Experience Investigators by 360Connext

APRIL 24, 2017

I’ve been so fortunate to work with some really great people. Many of these were clients who were charged with leading customer experience change within large companies. There are so many challenges in these positions. In most cases, it’s new philosophy, limited staff and authority, and typically a culture straining against the wave of change that is required with a successful customer experience strategy.

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Customer Experience Sports Communication Consulting 232

Customer Bliss

APRIL 27, 2017

After a few days and posts covering the United Airlines incident, I want to briefly turn attention to omnichannel. You probably know what omnichannel means, but a quick definition is always helpful. It refers to the various touch points by which a business/organization can reach a customer. The idea — and the ideal — is to get the offer in front of them at the time they’re most likely to be interested.

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Omnichannel 2025 2020 Airlines 166

GetFeedback

APRIL 25, 2017

We're excited to unveil GetFeedback for Financial Services: a new way for FinServ companies to enhance the client experience and drive long-term loyalty.

Financial 150

Financial Loyalty 150

Beyond Philosophy

APRIL 24, 2017

Lying is a rotten thing to do. However, the more you do it, the less rotten it seems. Or at least that’s what a recent study about lying revealed. The researchers, including Dan Ariely , author and Professor of Psychology and Behavioral Economics at Duke University, wondered if your brain adapted to being deceitful. To find out, the research team put participants in an fMRI machine (functional magnetic resonance imaging) to see what happened when they lied.

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Consulting Banking Webinar Employee Experience 127

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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

APRIL 28, 2017

It’s all about your people. And it’s also about…your people. Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. They are valuable reminders of how customers are people, and they respond best to people who understand their situation, and better yet, understand how important their roles are in delivering an exceptional experience.

Airlines 152

Airlines 2017 Metrics Social Media 152

ShepHyken

APRIL 26, 2017

Every week I stay at different hotels around the world as I travel for my speaking engagements. And, every morning I get up in these hotels and take a shower. I reach in to turn the knob for the water, which is usually a few feet below the showerhead. I turn the knob to what I hope is the correct water temperature and pull my arm out just as fast as I can – to avoid the cold water that is about to shoot out of the nozzle and hit my arm or other parts of my body.

Hotels 101

Hotels Travel Customer Service Training Customer Focused 101

Beyond Philosophy

APRIL 26, 2017

Theme parks aren’t really my cup of tea, partly because I don’t see the point of buying a $100 ticket so I can spend half my day sweating in long lines. Surely there are places that will let me stand in line for free! Universal Orlando seems to have heard me, or the tens of thousands of other people who say that standing in a two-hour line isn’t their idea of a good time.

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Technology 2015 Hotels Consulting 113

CustomerGauge

APRIL 26, 2017

NPSBenchmarks.com is very excited to welcome back Dr. James Borderick, Head of Customer Experience Analytics at HPE Software, for the second part of our interview series with HPE Software. Last time, James sat down with us to discuss some NPS ® 101 – why HPE Software started using NPS, the challenges it faced, frequency of […]. The post HPE Software On How To Close The Loop & Drive Revenue Growth [Interview] appeared first on CustomerGauge.

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NPS Customer Experience Customer Retention Customers 137

Michel Falcon Experience

APRIL 22, 2017

Welcome to this week’s video where I teach you how to use customer experience and employee engagement strategies to grow your business and create customer loyalty. Today’s video is solely focused on your customer service employees – whether you’re in hospitality, operating a call center, retail, real estate, trades or whatever – your customer service employees are the face of your company.

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Loyalty Customer Service Call Center Customers 79

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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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ShepHyken

APRIL 25, 2017

Scott Moorehead on How Your Company Can Do Better with a Culture of Good. Can your business do better by doing good? Shep interviews Scott Moorehead, co-author of Build A Culture of Good: Unleash Results by Letting Your Employees Bring Their Soul to Work , who discovered that it is possible, as he went through a process that reignited passion and loyalty in his employees.

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Culture Hospitality Loyalty Measurement 100

Eptica

APRIL 26, 2017

Date: Wednesday, April 26, 2017 Customer Experience in action through Artificial Intelligence. Published on: April 26, 2017. Author: Olivier Njamfa Winning and retaining customer loyalty is vital for every business. In the face of increasing competition and more demanding consumers, organizations therefore need to go beyond simply delivering excellent service and put customers at the heart of what they do.

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Customer Experience 2017 Touchpoint Events 70

Customers That Stick

APRIL 25, 2017

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Brands 102

Brands Customer Service Customers 102

Kayako

APRIL 27, 2017

Which survey will measure customer loyalty and show us who our best customers are and those at risk of churn? Customer surveys that measure advocacy, satisfaction, and effort don’t give us the insights we need. Even though the Net Promoter Score (NPS) was designed to measure customer loyalty, it’s limited by capturing overall trends in customer loyalty not why that trend is happening.

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Measurement Loyalty Net Promoter Score NPS 72

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

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken. Customer service needs customer data. Priceless customer information is generated every time a customer interacts with you.

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Blog Customer Service Contact Center Customers 90

Calabrio

APRIL 27, 2017

To the outside observer, advancements in modern technology have diminished the importance of contact agents. The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology.

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Contact Center Engagement White Paper Social Media 65

ijgolding

APRIL 25, 2017

In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense. In truth, I could have written a 500,000 word white paper listing hundreds of similar examples that I have personally experienced in the past and continue to experience on a regular basis.

Airlines 65

Airlines Hotels Customer Experience White Paper 65

Kayako

APRIL 25, 2017

This is a guest post by our friends over at Nicereply. Viktor Magic will walk you through how to run a customer effort questionnaire and why it’s important to track CES after every transaction. Dealing with your business shouldn’t be hard work. Customers don’t want high effort experiences because difficult experiences make the customer feel exhausted.

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Net Promoter Score Effort Score 2010 Metrics 63

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

ShepHyken

APRIL 24, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law.

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2017 Article Customer Service Customer Service Training 69

OpinionLab

APRIL 28, 2017

“What is our DIGITAL CX score?” is a question I often get asked when working with companies to improve their website experience. What usually prompts this question is a bunch of “non-digital” issues being reported via digital feedback mechanisms: undelivered purchases, unanswered calls and emails, unacceptable product quality, inadequate return options and so on.

Omnichannel 60

Omnichannel Customer Journey E Commerce Retail 60

Experience Matters

APRIL 25, 2017

If you are only going to read only one thing about customer experience, then this report is it. It’s the blueprint for building a customer-centric organization… and it’s free. We just published a Temkin Group report, The Four CX Core Competencies. This blueprint to building a customer-centric organization is an update to our groundbreaking research that was […].

Customer Experience 91

Customer Experience Customer Centricity Customers Customer Connectedness 91

Bold360

APRIL 27, 2017

As the winter slips away and the days start getting longer and warmer, your customers start thinking about summer. Whether their ideal destination involves discovering the back streets of a new city, or sipping a cocktail by the pool, ‘Are you going away this year?’ is the first question on everyone’s lips this time of year. Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and

Tourism 56

Tourism Travel Customer Service E-support 56

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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,

Measurement

ReviewTrackers

APRIL 27, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. It’s the end of the month, so that means this weeks’ Customer Insights focuses on four different industries: banking, hospitality, healthcare, and technology. Reviews Hint at Illegal Practices. Customers of Wells Fargo were writing negative reviews about the opening of fake accounts before the news broke about the scandal in September 2016, ac

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2007 2009 Insurance Healthcare 50

Avaya

APRIL 27, 2017

Sometimes you travel to Orlando to really fun destinations. But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo and Conference , we think you’ll be heading for what we like to call the second happiest place on earth. Visit Avaya’s Booth 623 for a fun omnichannel contact center experience that shows you how to create satisfaction—happiness—for customers throughout their interactions with your company.

Contact Center 54

Contact Center Demo Omnichannel Multi-Channel 54

Strativity

APRIL 24, 2017

It is no secret that the workforce is changing; as more Millennials move into managerial roles, advancing in their careers, fueled by a need to succeed and to make a difference in this world. They crave for the opportunity to make the world or their community a better place to live. That desire to enhance the world around them may stem from social injustice or the need for more technological advancements or other driving forces.

Employee Experience 55

Employee Experience Workshop Consulting Presentation 55

Influitive

APRIL 24, 2017

Pearson, the world’s largest learning company, wanted to change the way students perceived their brand. The company offers technology, materials and services to help students reach their highest potential… but many college students just saw Pearson as a textbook vendor. “We needed to build brand affinity,” says Lindsey Erlick, Senior Manager, Student Advocacy & Marketing.

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Blog Brands Technology Marketing 71

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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