Experience Investigators by 360Connext
MARCH 26, 2015
'I’ve been traveling a lot in the month of March. I’ve been thinking about what it means to be a business traveler (who happens to be a woman) on the road. It’s easy to complain about the parts of the travel experience we don’t like, like airplane passengers who ask to switch with me so I could get the middle seat when they want the aisle seat I’m assigned.
InMoment XI
MARCH 23, 2015
Is discounting killing loyalty? In this short video, Stephan Thun, CEO of MaritzCX EMEA, on what retailers might learn from automotive brands in terms of delivering a relevant and consistent experience. You can watch it below. Look out next week for the final interview in the series when Stephan shares more thoughts on. View Article.
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ijgolding
MARCH 24, 2015
'As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world’s ‘best’ Customer Experience brands are. ‘Who is good at CX?’ is a pretty typical question. It is a good question to ask and one that I […].
Customer Bliss
MARCH 26, 2015
'Suggesting a Chief Customer Officer may seem frivolous to leaders who believe they already focus on customers. There’s often a proliferation of tactics and projects underway. The problem is these disconnected actions don’t amount to anything significant for customers. Here are six conditions and six critical checkpoints for considering a CCO: 1. Will leaders be okay with someone (other than themselves) driving consensus on customer strategy and deliverables?
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Experience Investigators by 360Connext
MARCH 23, 2015
'Personalization was a big trend at SXSW and it’s no surprise. We humans like when people recognize us. We want to feel known and heard. We want to be seen as the unique individuals we are. What this means for some companies is getting to know customers in really great ways. Quirky Customer Personas. I became aware of PEMCO Insurance a few years ago when I met Rod Brooks , Vice President and Chief Marketing Officer, and heard about their affinity and dedication to the people of the Northwest reg
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Win the Customer
MARCH 21, 2015
'Customer service nowadays requires professionals who possess a wide-range of soft and hard customer service skills. Did you know that 55% of consumers would pay more for a better customer experience, and almost 70% of buying experiences are actually based on how the customers feel they’re being treated? Let’s just say that the importance of […].
Beyond Philosophy
MARCH 23, 2015
'Over the years, I realized relationships in business mean everything. Whether it’s a new employer or a new Customer, the beginning of a relationship sets the standards for how the two of you will interact moving forward. With so much riding on this new relationship, it’s important that you are clear and detailed about these standards. To that end here are 8 important tips regarding establishment of the parameters for a new business relationship: Tip #1: Be yourself.
Experience Investigators by 360Connext
MARCH 24, 2015
'I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping. Throughout all these sessions, as well as the sidebar conversations in the San Diego sunshine, certain topics came up from many angles.
InMoment XI
MARCH 23, 2015
Is discounting killing loyalty? In this short video, Stephan Thun, CEO of MaritzCX EMEA, on what retailers might learn from automotive brands in terms of delivering a relevant and consistent experience. You can watch it below. Look out next week for the final interview in the series when Stephan shares more thoughts on.
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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
Win the Customer
MARCH 24, 2015
'Six Sigma for customer service includes identifying factors which are critical for the quality of the service required customers. Focus is placed on improving efficiencies, capabilities, and stability of service and the customer service system to support six sigma.
Heart of the Customer
MARCH 25, 2015
'How’s your brand today? Defining your brand used to be so much easier. In the good old days (for me, the good old days were the 80s), your brand was whatever your advertising said it was. Social media changed all that. Now your brand is whatever your customers say it is. And so your brand […]. The post Remember, Call Center Agents = Your Brand appeared first on Heart of the Customer.
Think Customers
MARCH 26, 2015
'CX has rapidly moved from an ideal to an operational mandate. As Forrester''s CMO, customer experience is one of my four strategic priorities. It''s also tied to my compensation. How''s that for focusing the mind? There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
PeopleMetrics
MARCH 25, 2015
'So you’re sitting on the fence. Twiddling your thumbs. Waffling on the investment in a formal customer experience management solution. How can you tell if your company’s ready? How can you make the argument to higher-ups? What are some of the symptoms of customer experience woes? Well, I’ll give you four. 1. No one knows if customer issues get resolved.
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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Win the Customer
MARCH 25, 2015
'Creating the type of customer service that differentiates your organization from the rest is critical, especially in industries where products or services are comparable between competitors. The blue-collar employment industry can be tough. Keeping unemployed customers happy can sometimes be a big challenge. Below are the keys we’ve found to be most effective.
Customer Enthusiast
MARCH 24, 2015
'Customer satisfaction surveys are carefully constructed by instructional designers who labor over details such as the exact wording, number, and sequence of questions, and the rating scale used. This is done with the intent to produce a survey that yields reliable feedback that leadership can then use to improve product and service quality. Tampering with customers’ satisfaction survey responses undermines the tool’s design, erodes its validity, and masks legitimate opportunities to improve.
Think Customers
MARCH 24, 2015
'Companies that consistently deliver exceptional customer experiences - companies such as The Ritz-Carlton, Apple, and USAA - don''t get there by accident. They also don''t rest on their laurels. They listen closely to what their customers are telling them and incessantly review and act on customer feedback, including processes that stand to be improved.
Genroe
MARCH 23, 2015
by DonkeyHotey. I’m sure you’ve heard of Bill Clinton’s famous, but unofficial, 1992 campaign slogan : “It’s the economy stupid”. His chief of staff wanted to focus everyone on what was most important in the run up to the election. That was a great approach but today I’m championing an anti-version of that slogan: Net Promoter – it’s not the number stupid!
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
Win the Customer
MARCH 23, 2015
'Changes in how customers utilize technology in the shopping experience has brought dramatic changes to the retail shopping experience and changed the landscape of how retailers approach the in-store customer experience. Even as the amount of digital interaction increases, the potential value of in-person service experiences can give brick-and-mortar retailers an experience advantage that online […].
Peter Lavers
MARCH 26, 2015
Customer Experience Management is a hot topic in many companies, who have realised that they are no longer ‘in control’ of all the channels, media or messages that their customers utilise to engage with their brand. Understanding and “managing” customers’ cross-channel journeys sits at the heart of Customer Experience theory, and numerous different approaches have been taken to map out the current and desired experience.
Experience Matters
MARCH 24, 2015
'We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate the level of trust that consumers have with 293 organizations across 20 industries ( see.pdf with full list ). You can see all of the company data on the Temkin Ratings website. Download dataset for $295 ( see sample file ).
ClearAction
MARCH 23, 2015
Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. Just what is it, anyway? The Business Dictionary clarifies governance as "establishment of policies, and continuous monitoring of their proper implementation, by the membe
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Think Customers
MARCH 23, 2015
'The Ides of March are upon us. And for many companies that means thousands of hours of lost productivity as employees fill out brackets and stay glued to game updates to see if their Cinderella team will upset the competition and go all the way to the national title. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Maz Iqbal
MARCH 26, 2015
'Is there a difference between UX and CX? Yes. What is the difference between UX and CX? Allow me to answer this question by sharing my experience in dealing with a web hosting company. The User Experience? Great! I came across a web hosting company which appealed to me. Let’s call this company: NewWebHostCo. What appealed […].
OpinionLab
MARCH 27, 2015
An interesting phenomenon enjoyed by many leading brands is that as you deliver value to more and more customers, a customer community of interest forms around your brand. Some are obvious. Have your ever walked by an Apple Store the week before a new product launch and noticed the people sleeping on the sidewalk waiting to get first shot at the latest?
Up Your Service
MARCH 24, 2015
'In Part One , I explained how you can make it easier for your employees to provide great service to your customers or clients. But delivering great service is only half the battle. You’ll also need to find ways to help your employees sustain their enthusiasm for doing so. Anytime you undertake a new initiative, you’ll be met with excitement at the beginning, and then slowly but surely as day-to-day obstacles pop up and old habits refuse to relinquish their grip, your team will begin to waver.
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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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