InMoment XI
NOVEMBER 7, 2017
Here’s the scene: Orlando, FL, where it is currently 85 degrees Fahrenheit with 100% humidity – and that’s INSIDE the airport. My family of 7 (three kids, ages 3, 9 and 10, my two parents, my husband and myself), are en route back home after a wonderful Disney vacation that had a hiccup or two.
Customer Bliss
NOVEMBER 9, 2017
As I look back at an article I previously wrote – What will CX Look Like in 2017 , I’m excited to see some of the progress that has been made in the industry. There’s a continuing focus on brands improving customer experience to lead customer-driven growth. They realize that this is an investment that will be incredibly helpful if they want to be competitive.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ShepHyken
NOVEMBER 8, 2017
It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department? Because they need help, have a question, or want to make a complaint. So, understanding that, why would a company choose to deliver an amazing customer service experience to just some of their customers and not to every customer?
Alida
NOVEMBER 10, 2017
Which emerging technology trends will shape the business world in 2018, and how will they change consumer behaviors and expectations? This time of the year invites tech predictions from analysts, futurists and advisory firms. For 2018, experts believe smarter, cutting-edge technology will enable companies to provide better customer experiences and get more useful insight and data.
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.
InMoment XI
NOVEMBER 7, 2017
Here’s the scene: Orlando, FL, where it is currently 85 degrees Fahrenheit with 100% humidity – and that’s INSIDE the airport. My family of 7 (three kids, ages 3, 9 and 10, my two parents, my husband and myself), are en route back home after a wonderful Disney vacation that had a hiccup or two. View Article.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
NOVEMBER 8, 2017
We all have habits, good and bad. Few of us remember how they formed. Few of us know how to change them—especially those bad ones. However, understanding how habits develop and their influence on our behavior can be a powerful tool for tuning up our Customer Experience. The scientific definition of a habit is anytime your mind prepares you to respond in a certain way based on some environmental cues or stimuli.
Customer Bliss
NOVEMBER 7, 2017
Overview. On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products. Ross Garretson, A VP and Leader of Strategic Operational Designs.
ClearAction
NOVEMBER 7, 2017
B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views Lynn Hunsaker. Picture this: in deciding whether to rebuy from your company, the customer’s general manager and purchasing agent are neutral, the end-users are supportive, the safety department gives their approval, but the facilities manager rejects it. Your company loses the sale. Because your team was focused on the end-users and general manager, everything looked like it was on-track for renewal, yet one influencer of the buy
Alida
NOVEMBER 10, 2017
The prognosis is in: Health care is in the midst of disruption. The industry is facing uncertainty around the Affordable Care Act, and there’s pressure to drive digital transformation and manage costs. Just as intense is the pressure to deliver experiences that meet the expectations of consumers. In our recent webinar, Diagnosing disruptions: De-risking decisions in health care’s digital age , digital strategy expert Ed Bennett shared his thoughts on the challenges facing health care and h
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
ReviewTrackers
NOVEMBER 10, 2017
Online reviews on websites like Google, Facebook, Yelp, and TripAdvisor can make or break your company’s brand reputation. According to research , 9 out of 10 consumers believe that reviews are more important than any type of information provided by a salesperson; if a company’s reviews are negative, 4 in 5 will reverse their purchase decisions and take their money elsewhere.
Customer Bliss
NOVEMBER 7, 2017
Overview. On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products. Ross Garretson, A VP and Leader of Strategic Operational Designs.
Lumoa
NOVEMBER 8, 2017
In many companies, customer experience is measured, but the results are not actionable. The most widely used customer experience metric NPS (check what Net Promoter Score is about and how to use it for your company) actually gives all the necessary ingredients for the actionability. When customers are asked not only the score but also why they gave that score, they provide very useful information about the drivers of satisfaction or dissatisfaction.
Bob Hayes
NOVEMBER 5, 2017
Download the free 22-page white paper by clicking the image. A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. Analytical Leaders focus their analytics to improve customer loyalty while Analytical Laggards focus their efforts primarily to reduce enterprise costs.
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)
eglobalis
NOVEMBER 5, 2017
In this article, we are going to give a few examples of enterprise technology companies simplifying their products, services, and experiences. The post How do enterprise technology companies simplify their products services and experiences? Part II appeared first on Eglobalis.
OpinionLab
NOVEMBER 9, 2017
Improved customer experience can have huge and widespread impact on success against broader business objectives – such as increasing revenue and improving customer loyalty. But only if they’re focused in a way to drive biggest bottom-line impact. I’ve worked with companies across various industries examining customer-initiated feedback to uncover CX pain points.
ShepHyken
NOVEMBER 6, 2017
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. Your Customer Service Team Should Be in Every Strategy Meeting by Jaspar Weir. (Entrepreneur) Get the people who know what your customers want and need — your customer service team — more involved in company decisions.
Bob Hayes
NOVEMBER 5, 2017
Download the free 22-page white paper by clicking the image. A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. Analytical Leaders focus their analytics to improve customer loyalty while Analytical Laggards focus their efforts primarily to reduce enterprise costs.
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
Experience Matters
NOVEMBER 6, 2017
We published a Temkin Group report, Five Steps For Building A Strong CX Metrics Program. A robust customer experience (CX) metrics program allows an organization to systematically measure the quality of the experience it delivers to customers and provides insights that help companies spot improvement opportunities, prioritize investments, track CX progress, and unify the organization around a common goal.
ClearAction
NOVEMBER 5, 2017
Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. If your answer is “kinda”, then you’ll be leaving money on the table. Customers are the source of paychecks, budgets and dividends.
ShepHyken
NOVEMBER 10, 2017
This week we feature an article by Sawaram Suthar writes about how live chat can simplify the customer journey. I believe that chat is an excellent self help tool. Always remember that the customer just want to be taken care of, regardless of how you go about it. – Shep Hyken. Businesses often face multiple challenges with respect to how to simplify the customer journey.
Beyond Philosophy
NOVEMBER 8, 2017
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. In the movie ‘Gladiator’, corrupt Emperor Commodus puts Maximus, the gladiator/general who is his enemy, into the Coliseum with a former champion and several huge tigers. Commodus’ goal is to assure Maximus’ death in front of thousands of spectators. To Commodus’ dismay, Maximus defeats them, angering the Emperor by sparing the life of the former champion.
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,
Experience Matters
NOVEMBER 9, 2017
In a recent post, Temkin Group analyzed 10 emotions that consumers feel after completing a number of different interactions. We decided to dig deeper into one of those interactions, getting tech support for a computer. We analyzed the emotional responses across different ages of consumers after that interaction and found that: All ages of consumers are most likely to feel relieved The next most frequent emotions are happy and frustrated As you can see in the chart below: 18- to 24-year-olds: Whi
ProProfs Chat
NOVEMBER 7, 2017
Customers have become more demanding than ever, thanks to the growing number of competing firms selling similar products. Owing to the increase and a significant surge in customer expectations, your business can no longer sustain the price of poor customer service. In fact, Accenture claims that 66 percent of customers switch companies due to poor customer service.
Maz Iqbal
NOVEMBER 4, 2017
One might think by now that we would have figured out what makes for great customer relationships & experiences. Ask yourself have we figured this out? Really, lets stop and really sit with this question. What comes up for you? Here’s what comes up for me: One does not create/build, nor manage customer relationships That’s … Continue reading "Meditation on Customer Relationships & Experiences".
Influitive
NOVEMBER 9, 2017
In August of 1991, two important events altered the technology field forever: The world wide web blinked into public existence. Geoffrey Moore published Crossing the Chasm—which would become the “the bible for entrepreneurial marketing” for the next 26 years. In Crossing the Chasm, Geoffrey outlined the ways disruptive technology companies could make the treacherous leap.
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.
328 
Let's personalize your content