CX Accelerator
SEPTEMBER 24, 2019
We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be.
Customer Bliss
SEPTEMBER 24, 2019
In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. There’s not much that can give me an immediate stomachache like watching that airport conveyor belt slow down and halt without my bag on it.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
GetFeedback
SEPTEMBER 24, 2019
If you’re reading this article you’ve probably read or heard about the book: “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty. ”. And now you’re asking yourself, is effortless really enough? . We’ve asked ourselves this question, and after much deliberation, we decided the answer is no. We’re not the only ones who think so—there’s much debate on whether low-effort is really the key to great customer experience.
CloudCherry
SEPTEMBER 23, 2019
‘L-eh eh eh- t’s…Let’s stay together (‘gether)’. Whether a customer is ‘shiny and new’- a phrase used by this week’s ‘Sweets of CX’ guest, Jeannie Walters – or a loyal, long-time supporter of your brand, it’s all about keeping the healthy relationship going. In her conversation with our own James Gilbert, Jeannie- author, speaker, consultant, owner of Experience Investigators by 360 Connext , and CX Expert for 20 + years- educates us on the ins and outs of Customer Retention.
Advertisement
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.
CX Accelerator
SEPTEMBER 24, 2019
We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
GetFeedback
SEPTEMBER 24, 2019
A Voice of the Customer (VoC) program is an essential tool to collect valuable customer feedback and take proper action to improve customer experience (CX). A successful program leads to higher return rates, fewer churns, and more loyal customers. . Although many CX professionals understand the importance of VoC and its impact on experience and customer loyalty, many are unable to quantify the business value of their initiatives (75% to be exact, according to CustomerThink research ). .
Experience Investigators by 360Connext
SEPTEMBER 24, 2019
Let’s talk about the future of customer experience. I’m often asked about it, and I’ll tell you this universal truth: Customers will expect more than we can give them. You heard that right. We are reaching a point when expectations will become so high that it will be challenging for us to keep up with them. What can we do? Just build a bunker and wait it out, I suppose.
CX Accelerator
SEPTEMBER 24, 2019
We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be.
CloudCherry
SEPTEMBER 27, 2019
Photo by Van Tay Media. Managing Moments of Truth: Engineering a Better Member Experience at Credit Unions (Part 1). A credit union is one of the only organizations that manufacture a product with the recipient of that product—the member—present. And because a credit union’s product is service itself, service is really the one true way for credit unions to differentiate themselves in a competitive banking space.
Advertisement
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
Beyond Philosophy
SEPTEMBER 26, 2019
Well…It depends! When I started Beyond Philosophy back in 2002, nobody knew us. I implemented a strategy based on one of Oscar Wilde’s phrases. Wilde said, “There is only one thing in life worse than being talked about, and that is not being talked about.” We put loads of material out there to ensure we were “talked about.” We discussed marketing efforts in our latest podcast.
GetFeedback
SEPTEMBER 24, 2019
An infographic that explans why effortless experience is not all that matters when it comes to cultivating customer loyalty.
ShepHyken
SEPTEMBER 27, 2019
This week we feature an article by Jessica Wise who shares a story to illustrate how you can develop a lifelong relationship with your customers by creating a customer experience they will never forget. It was the Thursday before Memorial Day 2019. In less than 36 hours, my parents were headed to Texas for a two-week vacation. Their unruly, horse-sized Bernadoodle was ready to ship out on a two-week trip of his own.
Customer Experience Update Submitted Articles
SEPTEMBER 23, 2019
Employees who feel cared for care for your customers. And that starts with having a defined culture.
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.
.png)
Beyond Philosophy
SEPTEMBER 27, 2019
The Key to Successful Marketing Communications. There are a lot of people that do not know the difference between Marketing and Advertising. Many people assume they are the same thing, but they are not. Marketing is deciding what you are going to say; Advertising is saying it. In my corporate life, I worked in Marketing for a long time. One of the things I learned was that Marketing should know the marketplace and understand their customers.
Heart of the Customer
SEPTEMBER 26, 2019
I spoke in Austin last week and while there, I rented a car to visit my youngest in San Antonio. I stopped at Dollar’s counter and the agent told me that, if I wanted, I could skip refilling the gas for $27. I didn’t have to decide right then – I could just bring it […]. The post Fees = Lazy CX appeared first on Heart of the Customer.
ShepHyken
SEPTEMBER 24, 2019
Customer Understanding. The Link Between the Employee Experience and the Customer Experience. Shep Hyken interviews Annette Franz. They discuss her new book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). They also talk about the crucial role the employee experience plays in the customer experience.
Second to None
SEPTEMBER 23, 2019
Most customer experience professionals are familiar with the omnichannel strategy ; one which strives to create a fluid experience across all channels and platforms by utilizing centralized customer data and tracking previous interactions. The idea behind the omnichannel strategy is to be where the customer is at, on the channels they are on, with the information and awareness that they expect.
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
The DiJulius Group
SEPTEMBER 25, 2019
The DiJulius Group held our annual Customer Service Revolution September 11th & 12th in Cleveland, Ohio. It has grown into the #1 Customer Service conference with a community of 700 extremely passionate revolutionaries, from all over the world, looking to create brands customers cannot live without and make price irrelevant. This year marked The DiJulius Group’s 11th conference with the highest ratings.
Upstream Works
SEPTEMBER 24, 2019
Today there is so much data available that most organizations don’t know what to do with it. There are more things to measure and even more ways to measure them. If it was possible to harness that data and to analyze it in a contextual way, imagine the potential impact on customer experience and on operational efficiency. . Let’s consider a customer using web chat to reach their widget provider.
ShepHyken
SEPTEMBER 23, 2019
Each week I read a number of customer service and customer experience articles from various 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. How To Tell If A Customer Service Agent Will Help You by Christopher Elliott. (Forbes) When you’re on the line with someone like Valerie Zhou, there’s no question this customer service agent will help you.
Customer Enthusiast
SEPTEMBER 24, 2019
Employees will only be aware of job purpose (as a relevant and credible dimension of their job role) if leadership and, in particular, their immediate supervisor, reinforces it by communicating it daily—in words and deeds. Most employees are unaware of their purpose—their highest priority—at work. If you were to ask, individually, five employees with the […].
Advertisement
Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Eptica
SEPTEMBER 25, 2019
Date: Wednesday, September 25, 2019 Author: Pauline Ashenden - Marketing Manager The breakdown in insurance customer experience – and what it means for trust. Published on: September 25, 2019. Author: Pauline Ashenden - Marketing Manager In today’s markets, consumers rightly demand the highest standards of customer service. However, increasingly they want more – they want to be able to trust brands if they are to engage with them for the long-term.
NetBase
SEPTEMBER 27, 2019
Social analytics research skills are in high demand, with agencies and in-house social media pros offering expertise around how to uncover brand-relevant, actionable insight. It’s complicated, but those who are best at it make it look easy. Effortless, even. But it isn’t. So, what’s involved? Let’s explore that a bit. Conversational & Cultural Context in Social Media.
ShepHyken
SEPTEMBER 25, 2019
National Customer Service Week is coming up soon. Every year it is the first full week in October. This is a week to celebrate and appreciate not only our customers, but also the people who make our customers happy. In fact, the original intent was to focus more on employees than customers, but I’m happy to celebrate both. In customer service, there are so many ways to do things right.
ProProfs Chat
SEPTEMBER 27, 2019
For every $1 you invest in customer experience through help desk and similar platforms, you can reap a return on investment of $3. So it makes sense to leverage on a support desk software to grow your customer experience. After all, you cannot afford bad customer service. U.S. companies lose more than $62 billion annually due to poor customer service.
Advertisement
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.
Expert insights. Personalized for you.
282 
Let's personalize your content