Experience Investigators by 360Connext
FEBRUARY 23, 2015
'The Chicago Auto Show, now in its 107th year(!), is a showcase of what’s new and what’s next in auto design and development. This means more than just amazing new vehicles, this means learning about how storied industries like this one continue to use the voice of the customer in their product development. Customers have a new voice in innovation.
Customer Bliss
FEBRUARY 26, 2015
'Competency #5: Leadership, Accountability and Culture. Leadership behaviors are required for embedding the five competencies. For this work to be transformative and stick, it must be more than a customer manifesto. Commitment to customer-driven growth is proven with actions and choices. To emulate culture, people need examples. They need proof. Competency 5 is the glue that puts into practice leadership behaviors required by a united leadership team to enable and earn sustainable customer asset
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Customers That Stick
FEBRUARY 26, 2015
'Meet Nicole Miller! My name is Nicole Miller and I graduated in 1990 at Marymount University where I received a bachelors degree in business and fashion merchandising. Since graduation, I have always been in the retail industry and am currently the district manager for the Once Upon A Child stores. I am fortunate and proud to work for the original, owner and founder of resale, Lynn Blum.
Win the Customer
FEBRUARY 23, 2015
'Positive service language yields exponential results to the service experiences and wins the loyalty of customers. All of us have been in positions when we have to return or exchange something, or when we have to request service on something we bought that is now in need of repair or maintenance. Most of us have been […].
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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.
Experience Investigators by 360Connext
FEBRUARY 26, 2015
'Words matter. And in a time when we abuse the heck out of them, they actually matter more. Literally. Imagine how often I hear words being used with the best of intentions , but not tied to anything remotely related to the actual customer experience. Allow me to share a few examples. 1. “The Year of the Customer” …or other such labels for a new customer experience project.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
FEBRUARY 24, 2015
'95% or a person’s processing power is the subconscious experience. Knowing this percentage, how can you harness the incredible power of the Customers’ subconscious mind to create a positive experience? Let’s look at two industries have embraced this and see what we can learn from them: Restaurants and Casinos. What these industries do to create a positive experience for their diners or players show us the importance of designing a deliberate subconscious experience for your customers, whomever
Win the Customer
FEBRUARY 26, 2015
'Based on 25 years of research done by Gallup polls, the book "First Break All of the Rules" shares the following 12 questions that are key in keeping your talented employees.
ijgolding
FEBRUARY 24, 2015
'As someone who spends his life eating, talking, breathing, writing and generally living everything to do with Customer Experience, it is inevitable that on occasion I may get tagged as a serial ‘moaner’ It is true to say that I often highlight the less than palatable experiences I encounter. However, I am just as quick […].
ClearAction
FEBRUARY 27, 2015
Customer Journey Mapping: Apply Insights Everywhere. Customer journey mapping is a big investment in most companies, and money is being left on the table. That's because there are many more applications for customer experience insights than first meets the eye. While the sponsoring organization may feel like their hands are full in applying the journey map findings to their corner of the company, there are likely other departments that could benefit from the new-found intelligence.
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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
Ian Williams
FEBRUARY 25, 2015
Like many operating within this sector, I can be as guilty of this as anyone. Most of us have done it at one time or another. In fact, most of us do it most of the time. Q: “So, what do you do professionally?”. A: “Oh, I’m in Customer Experience”. It is probably fair for us to call ourselves Customer Experience professionals, however there is a real danger that we could start thinking about ourselves in the wrong way.
Win the Customer
FEBRUARY 25, 2015
'Extending customer service into social channels presents a truly unique opportunity for service delivery in a truly personal and meaningful way that directly connects with customers and develops more personal customer relationships. Traditional approaches to targeting and marketing to customers doesn’t always work on social media. Likewise, traditional customer service approaches aren’t always feasible or […].
Maz Iqbal
FEBRUARY 22, 2015
'A little while back Bob Thompson asked this question on the CustomerThink.com site. Thereafter, this question called forth 60 or so comments from a range of folks including Customer Experience gurus, thought leaders, experts, practitioners etc. I found this conversational thread interesting. Why? The lack of shared understanding and agreement as to what constitutes Customer […].
PeopleMetrics
FEBRUARY 26, 2015
'It''s safe here. We have a net. Perhaps it was because it was the beginning of the new millennium and everything was fresh and new. But back in 2000, I was addicted to change. My husband and I had recently moved continent. Bought a new house. Had our first child. And so, of course, it was exactly the right time to look for a new and more challenging career.
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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Experience Matters
FEBRUARY 25, 2015
'We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2015. This is our annual analysis of which companies deliver the most and least bad experiences, how consumers respond after those experience (in terms of sharing those experiences and changing their purchase behaviors), and the effect of service recovery (see last year’s report ).
Win the Customer
FEBRUARY 22, 2015
'With 70% of customer complaints on social channels going unanswered, there’s a huge opportunity for organizations improve service experience simply by integration social customer service. With the introduction of social media there now exists a new opportunity for customer service agents to interact with customers in a new way, something which is yet to be fully embraced by the […].
CX Journey
FEBRUARY 27, 2015
'Is your company committing the 7 Deadly Sins of customer experience? Recently, my kids asked me about the 7 Deadly Sins; I don''t remember how the topic came up, but when they ask, I answer. Of course, as I ran down the list and explained them (in a PG kind of way), I pondered sins of the customer experience. I guess that put me on a 7 Deadly Sins kick.
Think Customers
FEBRUARY 26, 2015
'With federal customer experience (CX) so weak, I''m happy to report that several more U.S. federal agencies are considering adding chief customer officers (CCO) to their executive management teams. In the past few months, some of these agencies have asked me to discuss how CCOs can help them improve their customer experience (CX), the best way to structure the position, and what new CCOs should do first.
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
Ian Williams
FEBRUARY 26, 2015
“The thing is” she said “I find it much better when you start on the outside and work your way in.”. Raising one eyebrow slowly, he looked at her straight in the eye. “I love it when you talk CeXy to me…”. What differentiates Customer Experience (CX or CeX) from other business disciplines is that it is all about seeing things through the eyes of the customer and having an ‘outside in’ view of the company.
Win the Customer
FEBRUARY 24, 2015
'If careful consideration is not made in cost cutting, companies will end up spending less and getting less, or spending less, but costing more in other areas that have to compensate.
CX Journey
FEBRUARY 24, 2015
'Image courtesy of S.O.O.C Which is more important: the last mile or the extra mile ? A couple months ago, I wrote about first and last impressions , posing a similar question there: which is more important? Today I''m wondering about the last mile and the extra mile. Which one should you focus on more? Which is more impactful to the customer experience?
Think Customers
FEBRUARY 24, 2015
'For the Office of Child Support at the Michigan Department of Human Services, efficiency remains critical, as this division serves nearly one million families throughout the state. But, with an incredible caseload to bear, customer service representatives found themselves unable to meet expectation with the speed and precision demanded. Thus, to streamline the customer experience, Michigan''s OCS invested in new call center technologies that allow agents to route calls with granular accuracy.
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Middlesex Consulting
FEBRUARY 23, 2015
'Your products change every year or two. Your customers change their priorities and plans every year. Your company updates its strategic plan annually. So, if you placed your current support plan next to a five-year-old version, would they look the same (maybe with a price difference)? If you answered in the positive, then you have a problem. And it is the same problem if you created a new support plan and based it on one that was successful for you a few years ago.
Win the Customer
FEBRUARY 27, 2015
'It’s inevitable. Mistakes will happen. Things break, systems go down, people fail. But these tough moments don’t have to be disastrous, mistakes present an opportunity to create a memorable experience. One of my favorite phrases to recover from a problem with an upset customer is: > Oh no! That’s terrible! Nothing frustrates a customer more […].
InMoment XI
FEBRUARY 24, 2015
If you’re bored in the next few weeks waiting for spring, I’ve got a fun activity for you. Go into three car dealerships and pretend you’re shopping for a car. It’s amazing what you find. I try and do this regularly and my personal experience mirrors the hard numbers from our ongoing New Vehicle Customer.
Think Customers
FEBRUARY 26, 2015
'Net neutrality advocates scored a major victory today when the Federal Communications Commission approved net neutrality regulations by a 3-2 vote. The FCC''s decision includes reclassifying Internet service as a Title II telecommunications service or public utility, prohibiting broadband providers from charging for faster lanes on the Internet. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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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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