InMoment XI
OCTOBER 15, 2015
Time to plan the funeral of your customer feedback measurement programs. It’s time for an effective, actionable customer experience management program that drives business outcomes for your organization. What’s making the difference? Understand how to truly engage with your customers: Engage at all relevant touchpoints along the customer lifecycle (rather than after a sales and.
Experience Investigators by 360Connext
OCTOBER 15, 2015
All of our customers are users… That may be true, but is there another way to look at the experience? Our Chief Customer Experience Investigator™ Jeannie Walters was part of a panel discussion with a brilliant group of enlightened leaders at the WebVisions Chicago conference, and this question came up: Is there a difference between User Experience […].
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Customer Bliss
OCTOBER 15, 2015
Over the last ten years I’ve become convinced that annual planning is the Achilles’ heel of customer experience. It is at the root of what inhibits the most efficient investment on priority investments in customer driven growth. That is because annual planning usually starts with the silos, not the customer asset, and not the customer journey. Without a one-company review of the customer asset and experience, your company continues to focus only on business outcomes.
Experience Matters
OCTOBER 15, 2015
Are Customer Emotions & Behaviors the Future of Customer Experience? That’s a question that Colin Shaw and I recently discussed/debated during a joint webinar. You can see a recording of the session below. If you don’t have time to watch the recording, then here’s a quick summary: “ Yes! ” Customer experience is all about people (human beings!
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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 12, 2015
You may or may not have noticed the #facebookdown problems two weeks ago. But did you try calling 9-1-1 when Facebook wouldn’t load? Apparently, some people in Houston did. Folks please do not call the police because #facebookdown we are as upset as you are but we cannot fix facebook. #sorry #wetried #techpolice — HPOU.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customer Bliss
OCTOBER 13, 2015
Do you practice capacity creation? Or do you layer on? Without managing workload you simply can’t prove commitment. Layering ‘customer work’ on top of the already full plates of operational leaders and teams is the recipe for customer focus abandonment. Yet that is what I encounter with every client as we do this work. “Do you have a ‘stop doing list?
Experience Matters
OCTOBER 13, 2015
We published a Temkin Group report, Net Promoter Score Benchmark Study, 2015. This is the fourth year of this study that includes Net Promoter® Scores (NPS®) on 291 companies across 20 industries based on a study of 10,000 U.S. consumers. Here’s the executive summary: Many companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, so we measured the NPS of 291 companies across 20 industries.
InMoment XI
OCTOBER 15, 2015
Time to plan the funeral of your customer feedback measurement programs. It’s time for an effective, actionable customer experience management program that drives business outcomes for your organization. What’s making the difference? Understand how to truly engage with your customers: Engage at all relevant touchpoints along the customer lifecycle (rather than after a sales and.
Think Customers
OCTOBER 13, 2015
Customer experience varies from company to company. Service that may appear subpar at one establishment may seem top-notch at another store. Ultimately, it's all relative. However, there are numerous factors that hinder CX no matter how high or low customers' expectations are. Though not always obvious, these elements undermine all other CX efforts because they slowly undo progress, causing satisfaction and loyalty to come apart at the seams.
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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
Kayako
OCTOBER 15, 2015
Good customer service is powerful for any company. Through word of mouth, positive experiences resonate through people’s networks. You can attract new customers while also retaining your current ones, making them more loyal. As Jeff Bezos put it: “ We see our customers as invited guests to a party, and we are the hosts. It’s our job everyday to make every important aspect of customer experience a little bit better.”.
Eptica
OCTOBER 16, 2015
Date: Friday, October 16, 2015 The opportunity for European customer experience. Published on: October 16, 2015. Author: Olivier Njamfa From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from. Across every industry there has therefore been a major focus on delivering this customer experience as well as continually improving it to match rising expectations.
InMoment XI
OCTOBER 15, 2015
Time to plan the funeral of your customer feedback measurement programs. It’s time for an effective, actionable customer experience management program that drives business outcomes for your organization. What’s making the difference? Understand how to truly engage with your customers: Engage at all relevant touchpoints along the customer lifecycle (rather than after a sales and.
Think Customers
OCTOBER 13, 2015
Big Data can provide marketers and customer experience professionals with a wealth of information about customers such as web pages they've visited, sentiments they've shared about brands on social media sites, and other information that can provide insights about customers' preferences, needs, and behaviors. But in some cases, opportunities to engage with a customer or to improve a customer's experience occur at a particular moment when marketers, customer care associates, and other customer-fa
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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Clarabridge
OCTOBER 12, 2015
Personalization isn’t just a buzz word for customer experience teams—it’s an integral part of any customer engagement strategy. Personalizing the customer experience shows your customers that you are listening to their feedback, that you understand and empathize with their needs , and that you value their opinions. We’ve highlighted three ways our customers are personalizing the customer experience they deliver.
Forrester
OCTOBER 14, 2015
Every March, children run around, eagerly filling baskets with Easter eggs. The eggs come in all sorts of colors and sizes, some hard to find, some more easily discovered. The ritual continues every year with the Easter Bunny (or parents in rarer cases) hiding eggs to impart joy and wonder in innocent children. One can analogize that smart companies have taken over the role of the Easter bunny, trying to bring joy and delight to customers, not children.
InMoment XI
OCTOBER 12, 2015
You may or may not have noticed the #facebookdown problems two weeks ago. But did you try calling 9-1-1 when Facebook wouldn’t load? Apparently, some people in Houston did. Folks please do not call the police because #facebookdown we are as upset as you are but we cannot fix facebook. #sorry #wetried #techpolice — HPOU. View Article.
Think Customers
OCTOBER 12, 2015
How should marketers change their thinking? That was the question I repeatedly asked myself while attending &Then, the Direct Marketing Association's 2015 conference last week. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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
CX Journey
OCTOBER 13, 2015
Image courtesy of eurobasefulfillment1 Looking for some suggestions on how to improve your customer service and the overall customer experience? We know that delivering a great customer experience is critical to the success of a business. Without customers, what's the point? Customer service is one component of that customer experience, albeit a major customer touchpoint.
Clarabridge
OCTOBER 14, 2015
In the age of the customer, the customer is often put first and foremost in a business model. While. this is generally a good practice (especially in the customer experience management industry), it is not a hard and fast rule. Sometimes, the customer is not right. We like to hope that most people are inherently good and understand that things can go wrong.
InMoment XI
OCTOBER 12, 2015
You may or may not have noticed the #facebookdown problems two weeks ago. But did you try calling 9-1-1 when Facebook wouldn’t load? Apparently, some people in Houston did. Folks please do not call the police because #facebookdown we are as upset as you are but we cannot fix facebook. #sorry #wetried #techpolice — HPOU.
Middlesex Consulting
OCTOBER 11, 2015
Note – This guest post by Dennis Gershowitz was originally posted on 10/1/15 on TSIA’s Inside Technology Services. About six weeks ago, I shipped a piece of art via a highly reputable shipper. I will spare you the details of this fiasco, but needless to say, for a company prides itself in its branding as delivering the highest level of customer experience, I have to wonder how much truth there is behind their claim.
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Kayako
OCTOBER 13, 2015
We often look at self-service in terms of streamlining a process. The easier it is for our customers to help themselves, we reason, the lower our call volumes will be, the more money we’ll save, and the more time we’ll have for tending our desktop rock gardens. All of those things are true—but they’re only the perks. The real reason that it’s worth creating good self-service content is that nothing beats it when it comes to building trust between you and your customers.
PeopleMetrics
OCTOBER 14, 2015
The other day, I was reading the Internet (as I'm wont to do). So speeding into autumn, full tilt toward the winter—it happened that I found an interesting research study about ants. Do you recall Aesop’s fable “The Ant and the Grasshopper?” Remember the industrious ant preparing for the winter, while the lazy grasshopper frolics away the days? As it turns out, if Aesop had the research to work from, his ant would probably be just as lazy at his grasshopper.
Steve DiGioia
OCTOBER 12, 2015
I'm tired of your poor service This original article was written by Steve DiGioia. Ah, a leisurely lunchtime meal at my local family-themed restaurant (no need to mention the name, but the story is true). I had high hopes that were dashed before I even sat down , here’s my story. As we frequently do my wife and I stopped into our local restaurant for a quick lunch just before we were to pick up our kids from school.
Very Best Service
OCTOBER 12, 2015
Here are some of our favourite customer service week 2015 stories, organised by #hashtags used on twitter. Do let us know if your team effort is not featured but you believe it should be. Here is the first instalment with #CSweek2015 #TagATeller that ironed out the kinks when you needed it the most. #CSWeek2015 pic.twitter.com/h7isLMvHAV — KCB Bank Group (@KCBGroup) October 6, 2015 Spent time shadowing Sam in the @moathomes Customer Service team #impressed #professional #CSWeek2015 #NCSW15 pic.t
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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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