Experience Investigators by 360Connext
OCTOBER 22, 2015
It’s not every day you solve a $50,000 problem. That’s what the customer service manager had just done. It was a billing issue that fooled the company’s CRM system into thinking a customer’s payment had been processed when it really hadn’t. Incredibly, the IT department was able to fix the issue in just a few […].
InMoment XI
OCTOBER 22, 2015
I think we’re making the approach to Customer Experience too complex and it is making companies miss the obvious solutions. This weekend, I was trying to do business with a very large company. This company is one that has an executive with a decent sized team in charge of Customer Experience. I first attempted the.
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Beyond Philosophy
OCTOBER 22, 2015
Science has begun to predict the intensity of emotions in others with accuracy. This fact is important because when you can predict emotions, you can also plan for them in your Customer Experience. Why do we need to plan for emotions? Simply put, because then we can manage them in others when necessary. Over 50% of any Customer Experience behavior is driven by emotions.
Michel Falcon Experience
OCTOBER 21, 2015
If you want your customers to truly become loyal to your service or product then your customer experience needs a strategy. This blueprint needs the same methodical thought and processes that goes into a marketing or sales strategy.It’s common for me to open my keynote speaking engagements by asking the audience two questions, so… Read More».
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Win the Customer
OCTOBER 23, 2015
Steve Jobs once said, “It is not the customer’s job to know what they want.” He’s completely right. It’s not their job, it’s yours! In order to deliver a positive customer experience, you need to have more than a pleasant support team and a solid product. You need to know both what customers need as […].
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
OCTOBER 20, 2015
There are a lot of elements that must come together brilliantly for an experience to be perfect. One essential element often neglected, but essential is the training of your Customer-facing teams. In my view, there is a great lack of training on soft skills with Customers and when there is training available it is too basic and not frequent enough. There are, however, three major things your training must address to be successful.
Customer Bliss
OCTOBER 22, 2015
When your experience is unreliable, the most powerful way to grow will suffer: positive word of mouth. With social media becoming a shiny object, along with a lot of Customer Experience tactics, the tendency is to go out and implement the “wow” moments. But reliability has to come first – otherwise money spent on the “wow” is wasted investment.
Win the Customer
OCTOBER 19, 2015
Focus your efforts in maximizing the ability to give customers the option of solving their own issue to save everyone time and money. Between the stack, the cloud and the help desk, common IT solutions for small businesses can get pretty confusing if you let them. But with all the options out there, it’s important […].
InMoment XI
OCTOBER 22, 2015
I think we’re making the approach to Customer Experience too complex, and it is making companies miss the obvious solutions. This weekend, I was trying to do business with a very large company. This company is one that has an executive with a decent sized team in charge of Customer Experience. I first attempted the.
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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
Experience Matters
OCTOBER 20, 2015
We published a Temkin Group report, ROI of Customer Experience, 2015. This research shows that CX is highly correlated to loyalty across 20 industries. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. consumers that describes both their experiences with and their loyalty to 293 companies across 20 industries.
PeopleMetrics
OCTOBER 22, 2015
In our last post, we covered the difference between customer satisfaction and customer effort score. Both of those metrics are good for examining transactional elements of the customer experience. As we discussed, the best customer experience metric for your business is a matter of finding the best fit for your business. In this post, we’ll take a look at two more advanced fits: Net Promoter Score and customer engagement.
Up Your Service
OCTOBER 19, 2015
“Once we set our service standards we’ll start growing.” I overheard this comment between two business people on an airplane recently. And I wondered, is this really the best strategy for growth? Organizations often work to establish standards for common service transactions. While specific standards for service performance can be useful they can also be counter-productive, because setting and achieving service standards is not the same as achieving service excellence.
Tricia Morris
OCTOBER 22, 2015
Many enterprise brands and organizations are becoming increasingly challenged by an information problem: too much information, compounded by trouble managing it and delivering it to employees. This typically leaves employees feeling the organization doesn’t offer much information at all, or if they do, that’s it not current or accessible. And whether that perception permeates HR, IT, marketing, sales or customer service, it erodes employee engagement and ultimately, overall business success.
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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Kayako
OCTOBER 20, 2015
Every company will tell you customers are their #1 priority, but few “walk the walk” when it comes to delivering the kind of remarkable service that keeps customers coming back for life. When I think back to my own experiences, only a few times have I truly been blown away by customer service and made to feel like a truly valued customer, instead of just another ticket that needs to be dealt with.
PeopleMetrics
OCTOBER 19, 2015
When we work with future clients, we often get a lot of questions about customer experience metrics. But sometimes buyers get stuck on the golden metric. The world champ. The metric to rule them all. The one number that everyone and every business should focus on. Let me be straightforward: there isn't one. We don't have a universal measurement that every company can use to improve customer experience.
Customers That Stick
OCTOBER 22, 2015
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Forrester
OCTOBER 20, 2015
This is a guest post by Erna Esa , a Research Associate on the Customer Experience team based in Sydney. In the movie 'Love Actually', the chemistry between an Englishman (played by the very dashing Colin Firth) and a Portuguese housekeeper (Lúcia Moniz) was evident yet not having the tools to communicate in each other's language left the pair feeling frustrated and annoyed.
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
Think Customers
OCTOBER 20, 2015
One of the best pieces of advice that's offered by customer experience professionals is that when it comes to designing a customer experience, be sure to approach it from the customer's point of view. This axiom is especially applicable when crafting mobile customer experiences. Think about what it's like to be a customer using a smartphone. The screen is small, so the font for a company's mobile app or mobile website should be easy to read.
Tricia Morris
OCTOBER 19, 2015
CRMUG Summit 2015 landed record-setting attendance numbers recently with Microsoft Dynamics CRM users across sales, marketing and service converging to share use cases, tips and successes in their areas of expertise. Conference attendees landed some terrific takeaways including these five related to the Summit’s new customer service track: 1. Service is a Growing CRM Investment.
ijgolding
OCTOBER 19, 2015
Over the last few weeks, I am saddened to confirm that I have been on the receiving end of some shocking customer experiences. Only recently, I wrote a post describing my shambolic experiences in Zimbabwe and South Africa. Whilst many of the issues I faced were as a result of poorly designed and managed customer journeys and business processes, I was astounded at the lack of ability from most of the people I interacted with to EMPATHISE with the situations I found myself in.
ClearAction
OCTOBER 20, 2015
Customer Experience for the Future: Context is King. Every job exists thanks to customer funding. As Peter Drucker said, “The customer is the foundation of a business, and keeps it in existence.” And as Dr. Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” But how many employees in your organization see their job this way?
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Eptica
OCTOBER 21, 2015
Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. Author: Pauline Ashenden Consumers are sending an increasing number of questions to companies , across more and more channels. This rising volume of customer interactions, covering everything from questions about products and post-sales queries, to complaints and positive feedback , threatens to overwhelm many organizations.
Think Customers
OCTOBER 18, 2015
After nearly two years since their initial merger, American Airlines and US Airways officially became one airline on Saturday. And after a million hours of training and more than 9,000 tests of kiosks, the airline is facing the last remaining hurdle where mergers are concerned: going live with their combined reservations system. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Kayako
OCTOBER 23, 2015
We’re giving away a ticket to UserConf San Francisco and copies of Sarah Hatter’s book The Customer Support Handbook. Don’t miss your chance to win this amazing prize! Read this post to find out how you can enter. We were recently joined by CoSupport founder, UserConf host, and all-round lovely lady Sarah Hatter for a webinar about common mistakes that support teams make.
ClearAction
OCTOBER 20, 2015
Customer Experience for the Future — Key #1: Context is King Lynn Hunsaker. Every job exists thanks to customer funding. As Peter Drucker said, “The customer is the foundation of a business, and keeps it in existence.” And as Dr. Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.
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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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