Experience Investigators by 360Connext

JULY 23, 2015

The following is a Best of 360Connext post. Do truly loyal customers actually exist? I argue the answer is no. Before you start quoting Steve Jobs and proclaiming your allegiance to the almighty Apple, please consider this: The fans of Netflix were die-hard, once upon a time. But with the emergence of other streaming services like Hulu Plus, Amazon, Redbox Instant and Crackle, once-loyal Netflix customers are switching to services that better suit their changing tastes and needs.

Banking 295

Banking Social Media Innovation Consulting 295

Beyond Philosophy

JULY 23, 2015

You have all done it. I know I have. It’s natural these days to stop working on a project and check your feeds, see how your post is performing, or how many favorites your latest Tweet earned. Yes, we may all be doing it, but it’s killing our chance of reaching greater productivity and harming the quality of our work. Author Ed Batista addresses this in his post on Harvard Business Review’s blog.

Social Media 155

Social Media Net Promoter Score Magazine Airlines 155

Customer Bliss

JULY 21, 2015

Utilize the proven 5-competency framework that has launched and advanced the customer experience transformation in business-to-consumer and business-to-business companies around the world. My new book contains an explicit path and set of actions to unite your Chief Customer Officer and leadership team in leading your customer-driven transformation. It will guide you on how to earn the right to growth by improving customers’ lives.

Chief Customer Officer 187

Chief Customer Officer Books Leadership Customers 187

Tricia Morris

JULY 23, 2015

For everyone who was customer service when customer service wasn’t cool, we have arrived. Customer service and customer-centricity is definitely cool now. In the new 2015 State of Multichannel Customer Service Report , 98% of U.S. consumers say customer service is important in their choice of and/or loyalty to brands. With the growing importance of customer service and a customer-focused culture, Parature, from Microsoft is pleased to announce its first-ever Microsoft Partner Customer Service In

Innovation 105

Innovation Customer Service 2015 Customer Service Representative 105

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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.

Customers

Experience Investigators by 360Connext

JULY 20, 2015

The following is a Best of 360Connext post. Reviewing customers’ online experience is one of the most common ways we at 360Connext help our clients. We have a proprietary process and corresponding report which make sure all the main objective bases are covered – navigation, ease-of-task, findability, etc. It’s part of out trademarked process called Customer Experience Investigation, which covers everything.

Online Experience 235

Online Experience 2008 Social Media Consulting 235

Beyond Philosophy

JULY 21, 2015

Many Customer’s first impression of your company come from their User Experience on your website, making the digital experience the face of your business. Considering Customers make decisions about your website based on the User Interface in about three seconds, clearly your website needs to make a great impression quickly. The question is, why is it important to make a great first impression online?

Net Promoter Score 92

Net Promoter Score User Experience Webinar Books 92

Experience Matters

JULY 22, 2015

We’ve been publishing the Temkin Ratings for five years. These ratings provide insights into how consumers evaluate their relationships with 100s of companies across multiple industries. In 2015, we examined 200+ companies across 20 industries based on a survey of 10,000 U.S. consumers. You can view a sortable list of results on the Temkin Ratings website.

2015 89

2015 Consumers 2014 Insights 89

Experience Investigators by 360Connext

JULY 24, 2015

I’m lucky to have some conversations with smart people all across my industry. Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. I may actually have walked away from our discussions with more questions than answers, but that’s ok with me.

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

Storyminers

JULY 21, 2015

Jeffery Sears, CEO of PIRCH, interviewed by Mike Wittenstein of Storyminers I went to visit the new Atlanta PIRCH store in Buckhead, near Lenox Square just a few weeks ago and I was blown away by the experience. With 20 years of customer experience under my belt, it takes a lot to impress me. PIRCH […]. The post How Frustration–Through Design–Became Market Leadership appeared first on Mike Wittenstein.

Leadership 89

Leadership Marketing Customer Experience Customer Experience Design 89

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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

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Maz Iqbal

JULY 24, 2015

CX Dogma: In Today’s World The Customer Experience Is Critical What do the CX gurus say? Do they not proclaim the critical importance of Customer Experience? Do they not assert that in the age of social media Customer Experience is everything? Do they not say that those organisation that do not pay attention to the … Continue reading How Well Does The Behaviour Of Customers Conform To Customer Experience Dogma?

Customer Experience 84

Customer Experience Social Media Customers Automotive 84

Experience Matters

JULY 20, 2015

In case you missed it, here’s a recording of a recent Temkin Group webinar, Positive Psychology (PP) Infuses Customer Experience (CX). It shows how principles of PP can be used to enhance an organization’s efforts to improve CX. We’ve been using some of the underlying principles of PP within our work for years, but never labelled it that way.

Customer Experience 118

Customer Experience Webinar Culture Customers 118

CX Journey

JULY 21, 2015

Image courtesy of BeachBumBlu I originally wrote today's post for Intradiem. It appeared on their blog on February 19, 2015. Is this the secret to employee engagement? I recently came across a TED Talk by Yves Morieux of Boston Consulting Group (BCG) and wondered if within it lies not only the answer to employee disengagement but perhaps the solution to helping companies do their part in the engagement equation.

Engagement 84

Engagement 2015 Employee Experience Consulting 84

Think Customers

JULY 21, 2015

Each customer is unique. As Don Peppers, founding partner of Peppers & Rogers Group notes, "customers differ from each other, in terms of both their value to your business, and what they need from your business." Customer differentiation also applies to the various ways customers can access a company's products and services - whether they purchase from a physical location or, as 1to1 Media Senior Writer Judith Aquino points out in this week's feature story, through their use on-demand services.

Customers 74

Customers Blog Customer Insights Insights 74

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.

Customer Insights

Forrester

JULY 24, 2015

Are you working as a CX pro in a B2B company? And do you find it challenging to make the case for your CX program? You are not alone. In fact, many CX pros in B2B companies we spoke with struggled to get funding for their efforts: because they can't isolate the role of CX in driving financial success, they lack insight into how different clients' experiences affect purchasing decisions, or they don't gather sufficient data about these experiences.

B2B 108

B2B Customer Experience Financial Insights 108

ENGAGE.cx

JULY 23, 2015

Today’s customer is “always on”, they are both empowered and fluid with their touchpoints creating a tremendous new pressure for your business. These growing challenges in customer engagement continue to illuminate the need for a better way to manage customer relationships. Perhaps the quickest decision for changes to the technology stack, a new CRM always seems to be top on the list and the process may sound a bit like this: You : “I want to know, beyond a shadow of a doubt, that your CRM is

B2C 67

B2C Technology B2B Touchpoint 67

Steve DiGioia

JULY 22, 2015

This original article was written by Steve DiGioia. Regardless of your business, there will be the inevitable situation where a customer is dissatisfied with your product or service. It is something we never want to deal with but know that we must. In a perfect world, our product or service is everything our customers expect, everything they thought it would be.

Customer Expectations 89

Customer Expectations Article Customers Customer Service 89

Think Customers

JULY 21, 2015

For years, consumers have been vulnerable to one-sided marketing messages that fail to resonate. But, as behaviors evolve, it's not hard to see that it takes more than catchy taglines and celebrity endorsements to engage today's customers. Instead of turning to big brands, consumers are looking to local retailers for the goods and services they truly desire.

Engagement 75

Engagement Brands Retail Consumers 75

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

Contact Center

Forrester

JULY 24, 2015

Are you working as a CX pro in a B2B company? And do you find it challenging to make the case for your CX program? You are not alone. In fact, many CX pros in B2B companies we spoke with struggled to get funding for their efforts --because they can't isolate the role of CX in driving financial success, they lack insight into how different clients' experiences affect purchasing decisions, or they don't gather sufficient data about these experiences.

B2B 97

B2B Financial Insights Customer Experience 97

Kerry Bodine

JULY 20, 2015

Happiness gurus say the key to contentment is low expectations. This is great news for the pessimists whose strategy is to expect the worst and then enjoy a pleasant surprise when the apocalypse doesn’t happen. But in the customer experience world, this doesn’t fly. You cannot sandbag your customers’ expectations by promising them a miserable experience and then hitting just above the low water mark.

Airlines 83

Airlines Insurance Customer Expectations Customers 83

Natalie Petouhof

JULY 18, 2015

Tweet. Reddit’s forums are famous for hosting some of the most vibrant and some of the most disturbing (my personal opinion) discussions on the Web. The New York Times article by Jason Henry stated, “ Mr. Huffman reappeared last Friday as chief executive to pull off a turnaround of the online message board, which has grappled with a series of missteps and is embroiled in a battle to win back the confidence of its users. ” The San Francisco Chronicle reporter, Greta Kaul wrote, The

Fashion 61

Fashion Brands Books Customer Experience Professionals 61

Think Customers

JULY 23, 2015

Make way for more data: Google is rolling out a new feature for Android and desktop users that shows them a timeline of places they've visited. It remains to be seen though, how this data will benefit consumers. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Blog 72

Blog Consumers Customer Service Customer Experience 72

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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,

Measurement

Forrester

JULY 22, 2015

We all share this sentiment that we want to protect our resources -- our planet for generations to come -- so that our children and their children can live happily ever after. It's that warm and fuzzy feeling we get when we see a little girl holding a flower in her hand. I realize that we all share this sentiment every time the press reacts with irate reports criticizing the extent of pollution in China -- or when "Reduce, Reuse, Recycle" became part of pop culture with Jack Johnson's song of th

Metrics 94

Metrics NPS B2B Measurement 94

Kate Nasser

JULY 19, 2015

Leadership people skills steps to create a creativity culture where people feel safe to engage & innovate. Latest fr The People Skills Coach™. The post Creativity Culture: 7 Keys to Creating Safe Place to Engage | #peopleskills appeared first on KateNasser.com.

Culture 82

Culture Engagement Leadership Innovation 82

Provide Support

JULY 24, 2015

What happens when our customers complain? First of all we receive information about various issues and have an ability to improve and make our customers happy. When our customers complain they tell us what exactly is wrong and help to make our products and services better. This way companies should not be under the assumption that less complaining is better for their business.

Customer Service 78

Customer Service 2010 Customers Blog 78

Uniphore

JULY 21, 2015

Store, voice, IVR, social, chat, web, mobile, SMS… customers are everywhere and 95% of them use more than one customer service communication channel, says a study by CFI Group and eBay Enterprise 1. They want to get service where they’re most comfortable, yet companies struggle with providing omni-channel customer service.

Customer Experience 49

Customer Experience Communication Customers Customer Service 49

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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.

Customer Engagement