InMoment XI
JUNE 11, 2014
“When people talk, listen completely. Most people never listen.” ? Ernest Hemingway Perhaps the most important factor in delivering a great customer experience is listening. A recent shopping experience left me wondering if my salesperson was wearing earplugs or if English was not his native tongue. It was time for a new mattress. My husband. View Article.
Joe Rawlinson
JUNE 9, 2014
'Every company, including your company, needs a strong value proposition. At the core, the value proposition is why a customer should do business with you and not somebody else. If you don’t have this differentiation, your business is doomed to struggle or die. Take a look at this email I got from L.L.Bean, the outdoor clothing retailer, and pay special attention to the big reminder they give the customer of why they should do business together: 1.
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Very Best Service
JUNE 7, 2014
'Invest in customer service for a rainy day Sometimes, the trading environment for your company deteriorates considerably. This might be due to factors beyond your control such as interruption of public services, supplier failure, natural catastrophe or other unforeseen circumstances. When this happens, customer and employee loyalty becomes a major determinant of a company''s survival.
Strativity
JUNE 10, 2014
Webcast: Accelerating Cultural Transformation. Date: June 17, 2014 Time: 3pm – 4pm EDT . Click here to register. Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural transformation they are losing the hearts and minds of their employees.
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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
JUNE 11, 2014
“When people talk, listen completely. Most people never listen.” ― Ernest Hemingway Perhaps the most important factor in delivering a great customer experience is listening. A recent shopping experience left me wondering if my salesperson was wearing earplugs or if English was not his native tongue. It was time for a new mattress. My husband.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Amity
JUNE 12, 2014
I have participated in several discussions around how to manage your Customer Success organization and the value it brings to your customer base and company. And a question I hear quite often is – is there opportunity to also drive incremental service revenue from your Customer Success staff? Traditional Professional Services offerings such as training and consulting services will likely always be offered on a cost basis, as these services are key to a successful new customer deployment, a
Strativity
JUNE 9, 2014
People create culture- so why is it so hard for people to change it? Culture is made up of many influences over the course of a long period of time. It’s a pattern that has evolved with the people that practice it. It’s not a written law. When you’re changing culture, you’re changing the intangible. Companies know culture is important, but they tend to get a little lost when they try to make positive, lasting changes to it.
InMoment XI
JUNE 11, 2014
“When people talk, listen completely. Most people never listen.” ― Ernest Hemingway Perhaps the most important factor in delivering a great customer experience is listening. A recent shopping experience left me wondering if my salesperson was wearing earplugs or if English was not his native tongue. It was time for a new mattress. My husband.
Touchpoint Dashboard
JUNE 11, 2014
'We’re all looking to wow our customers, right? So how are you doing in that area? Take a pop quiz and find out. Ask yourself… • Do you know what really wows your customers? • Is your company providing the wow your customers want at the exact points in their customer journey where they need […].
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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
Strativity
JUNE 11, 2014
What do you envision when you think of excellence? Is it a Nobel Prize winner? A world leader? With the FIFA World Cup right around the corner, could it be Lionel Messi… or Cristiano Ronaldo? When you associate excellence with people like that, you subconsciously put excellence out of your reach. You make the concept unattainable by relating it to people you’ve never met and only read about post-achievements.
InMoment XI
JUNE 9, 2014
Data privacy is an increasingly important issue when you’re planning and executing a global customer experience program. Some thoughts to keep in mind. Until next time. @christravell PS For those looking for thought starters regarding improving the customer experience, I would recommend customerthink.com. Bob Thompson has created a very useful central repository of ideas that.
Amity
JUNE 10, 2014
Amity sat down with Daniella Degrace, Former EVP of Customer Success at radian6 and Salesforce.com, to talk about customer success and posed a series of questions leading to the ultimate: If a development team were at her disposal what kind of customer success platform would you ask them to develop? Amity: Daniella, as a Customer Success executive what is critical to you?
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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Customer Interactions
JUNE 12, 2014
'As of May 15, 2014, the four major carriers in the US – Verizon, AT&T, Sprint and T-Mobile – all voluntarily committed to providing text-to-911 as a service in areas where 911 call centers are prepared to receive them. While text-to-911 is a voluntary option for PSAPs, some have already taken the initiative to become text-to-911 capable.
InMoment XI
JUNE 9, 2014
Data privacy is an increasingly important issue when you’re planning and executing a global customer experience program. Some thoughts to keep in mind. Until next time. @christravell PS For those looking for thought starters regarding improving the customer experience, I would recommend customerthink.com. Bob Thompson has created a very useful central repository of ideas that.
CCO Council
JUNE 11, 2014
'I am often approached by senior level executives and asked whether their company really needs a chief customer officer. Their idea seems to be that some companies need a CCO and some don''t. My answer is often in the form of a correction. Hiring a chief customer officer is not an issue of if, but of when. Every company needs a CCO. However, timing is essential if the role is to be successful.
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
JUNE 9, 2014
Data privacy is an increasingly important issue when you’re planning and executing a global customer experience program. Some thoughts to keep in mind. Until next time. @christravell PS For those looking for thought starters regarding improving the customer experience, I would recommend customerthink.com. Bob Thompson has created a very useful central repository of ideas that.
InMoment XI
JUNE 9, 2014
The life insurance business is facing an unprecedented falloff in insurance purchase rates by Generations X and Y, those born after 1965. Interestingly, these age groups know they are underinsured, especially if they have families, but they have not corrected the situation. At the same time, recruiting agents in these generations is also becoming increasingly.
InMoment XI
JUNE 9, 2014
The life insurance business is facing an unprecedented falloff in insurance purchase rates by Generations X and Y, those born after 1965. Interestingly, these age groups know they are underinsured, especially if they have families, but they have not corrected the situation. At the same time, recruiting agents in these generations is also becoming increasingly.
InMoment XI
JUNE 9, 2014
The life insurance business is facing an unprecedented falloff in insurance purchase rates by Generations X and Y, those born after 1965. Interestingly, these age groups know they are underinsured, especially if they have families, but they have not corrected the situation. At the same time, recruiting agents in these generations is also becoming increasingly.
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