Sat.Oct 29, 2016 - Fri.Nov 04, 2016

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What Makes a Good Client-Side CX Leader?

InMoment XI

Recently, I was asked to help a client interview for their newly created Director of Customer Experience (CX) position. They had several strong candidates with many years of experience managing Voice of the Customer (VOC) programs. So, how does one differentiate? Characteristics of a CX Leader As a supplier, we have the opportunity to engage. View Article.

Article 200
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Outrageous! Hotels keep on charging!

Beyond Philosophy

Have you ever spent a night at a hotel, on business, and been charged a “resort fee” even though you never had time to take advantage of the pool, the spa or any of the other “amenities?”. I have, and I wasn’t happy about it. Nor was I pleased when I was charged to park in a sprawling suburban parking lot, or when I saw the $5 price tag on the bottled water in my room.

Hotels 167
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Customer Analysis: How about creating a customer room?

Customer Bliss

Customer analysis is no doubt an important topic in CX. We’re up into the 20s on episode count for my podcast , but back in Episode 3 I interviewed Scott Dille of Northern Trust. We talked a lot about creating a customer room — they call it a CPX studio — which can be a really valuable tool for customer analysis. I’ve written about this idea of a customer room many times, from this post in November 2015 entitled “Build A Customer Room And Engage The Company”

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Guest Blog: Deliver Them Amazing and They Will Love You Back: Millennial World

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. The millennial consumer must be understood in order to deliver an Amazing customer service experience. – Shep Hyken . Don’t you think your innovative business idea is on the verge of losing its charm?

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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What Makes a Good Client-Side CX Leader?

InMoment XI

Recently, I was asked to help a client interview for their newly created Director of Customer Experience (CX) position. They had several strong candidates with many years of experience managing Voice of the Customer (VOC) programs. So, how does one differentiate? Characteristics of a CX Leader As a supplier, we have the opportunity to engage.

Article 200

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The Peak-End Rule and Customer Experience

Customers That Stick

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.

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Five Ways to Create Customer Loyalty

ShepHyken

It’s been a while since I approached the topic of customer loyalty. All of the tips, ideas, tactics, and techniques I write about are about driving a better customer service experience, which can (and hopefully will) lead to customer loyalty. The concept of repeat business, and ultimately customer loyalty is huge. A small increase in loyalty, just as little as one or two percent, can have a dramatic positive impact to your top and bottom line numbers.

Loyalty 134
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HR Execs: Wake Up To Employee Engagement!

Experience Matters

Let me start by saying that HR execs are missing a big opportunity. In the report Benchmarking HR’s Support of CX and Employee Engagement, we examine what human resources (HR) professionals are doing to support customer experience and employee engagement efforts. How? We surveyed 300 HR professionals from large companies and compared the results to a […].

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3 key takeaways from Forrester CXSF 2016 for CX professionals

OpinionLab

I was fortunate to attend the recent Forrester CXSF show in San Francisco. As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. Mobile as a de facto customer engagement channel has been a theme for years, but what struck me from the CXSF was its acceleration in terms of interaction volume, sophistication and opportunity to monetize.

2016 98
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The 2023 Verint Experience Index: Retail

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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Creating Radical CX Change, the Quiet Way

Heart of the Customer

At CXPA events I often run across new attendees with a familiar story. They’re obsessed with customers, and they want to transform their companies to be more customer-focused. They desperately want to change their companies! But they’re not in a customer experience (CX) role. How, they ask, can they change their company if their company […]. The post Creating Radical CX Change, the Quiet Way appeared first on Heart of the Customer.

Events 100
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5 Top Customer Service Articles For the Week of October 31, 2016

ShepHyken

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. 13 Haunting Customer Service Statistics by Tricia Morris. (Microsoft) Here are 13 haunting (and daunting) customer service statistics that are keeping brands, and especially CSRs, up at night.

2016 124
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Helping 40 Million Students Repay Their Federal Student Loans, With Chief Customer Officer Brenda Wensil – CB25

Customer Bliss

Episode Overview. Brenda Wensil is the Chief Customer Officer at the Department of Education Federal Student Aid Office. In her role, she is constantly striving to help the 40 million students paying their student loans — as well as the 22 million students who are applying. . Funding your education is obviously a very important aspect of many people’s lives (it’s central to the idea of “The American Dream,” for example), so Brenda’s work has a near-constant

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Report: 2016 Temkin Experience Ratings of Tech Vendors

Experience Matters

We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings. Here is the executive summary […].

2016 132
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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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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Connecting With The Need To Connect: Watching People Eat Online

Michelli Experience

In his 1943 paper, “A Theory of Human Motivation”, Abraham Maslow foreshadowed a key ingredient to modern customer experience design. In essence, once you are able to meet a customers’ basic or functional need…there are higher needs you can address to drive their loyalty with your brand. Assume for example, that you and a competitor both have fabulous widgets and that those widgets are provided at similar prices.

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Amazing Business Radio: Merrick Rosenberg

ShepHyken

Merrick Rosenberg on How To Understand and Adapt to Your Customer’s Communication Style. Shep Hyken speaks with Merrick Rosenberg, CEO of Take Flight Learning and author of The Chameleon: Life Changing Wisdom for Anyone Who Has a Personality or Knows Someone Who Does. They discuss how understanding your customers better will lead to a better customer experience.

Reference 120
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Lots to Learn From Pokémon GO

Forrester

The Pokémon GO phenomena washed across the globe like a tsunami and while the pace at which it subsided was almost as sudden as it's inundation, the customer experience (CX) learnings that it has left behind are invaluable. The game's success reveals key elements that any company can borrow to create its own powerfully engaging multi-sensory experiences.

Sports 100
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Constellation ShortList™ Social / Digital Media Listening / Monitoring/ Engagement Platforms

Natalie Petouhof

Tweet Constellation Research is launching a new program, and I’m happy to share that Oracle has been listed on the Constellation ShortList ™ for Social / Digital Media Listening / Monitoring/ Engagement Platforms. The program offers buyers of technology a list of offerings to consider in their pursuit of digital transformation. Social, digital media listening, monitoring and engagement platforms are designed to build better brand engagement to drive customer loyalty and advocacy.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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

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Top Reasons for Making a Move to Avaya IP Office 10

Avaya

Midmarket companies (500 or fewer employees) across Latin America are leading the region’s digital transformation in the workplace. Unified Communications is migrating from being seen as a business enabler to being seen as a standalone competitive advantage—be that through speed to market or even the generation of brand new services. For midmarket businesses developing and harnessing these advantages, Avaya IP Office™ 10 is a significant advancement.

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Unmask Your Inner e-Commerce Customer Service Superhero this Holiday Season

Bold360

Let it snow, Let it snow, Let it snow. Halloween costumes have been relegated to the dressing up box, you jump up and down with excitement when that familiar Coca Cola advert comes on screen, and no one is calling you back to confirm whether they’re coming for Christmas dinner. You’ve guessed it, the Holiday season is well and truly upon us. But grabbing hold of those customers and super-strong conversion rates can sometimes feel like a challenge on the same levels as battling Kryptonite.

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Gartner on Integrating CCM and CX

Topdown

In an August 2016 report entitled Three Steps to Enrich the Customer Experience with Contextualized Communications , Gartner analysts Karen M. Shegda, Mick MacComascaigh and Pete Basiliere make the case for deploying customer communications management (CCM) and web content management (WCM) solutions synergistically to deepen customers’ engagement and loyalty.

2016 74
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UK Brands Have Upped Their CX Game

Forrester

We're pleased to announce that this year's UK Customer Experience Index report is now live! The report is based on Forrester's Customer Experience Index (CX Index™) methodology, which measures how well a brand's customer experience strengthens the loyalty of its customers. Overall, it's been a good year for UK brands, with the percentage of good and OK scores increasing thanks to a significant drop in poor scores.

Brands 91
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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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The 3 dimensions of customer service conversations

Eptica

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. Author: Laurence Chami Organizations today receive a growing number of incoming emails and social media messages from consumers. At the same time the range and scope of these interactions is also expanding – essentially consumers today want to be able to have conversations with brands, on their channel of choice , in order to find out information, solve problems and to giv

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3 key takeaways from Forrester CXSF 2016 for CX professionals

OpinionLab

I was fortunate to attend the recent Forrester CXSF show in San Francisco. As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. Mobile as a de facto customer engagement channel has been a theme for years, but what struck me from the CXSF was its acceleration in terms of interaction volume, sophistication and opportunity to monetize.

2016 60
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CMOs and CIOs: Stop Battling and Start Collaborating on Marketing Technology Solutions

Avaya

In a 2011 webinar, Gartner Research Vice President Laura McLellan boldly said that by 2017, the CMO would spend more on IT than the CIO. Now that we’re just shy of 2017 (how time flies!) the question is: will this statement become reality, or yet another castaway on the island of false predictions? I believe this fast rise of the CMO as a major influencer of IT spending is in fact a reality.

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Report: 2016 Temkin Experience Ratings of Tech Vendors

Experience Matters

We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings. Here is the executive summary […].

2016 97
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The Open CCaaS Advantage Report

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.