2013

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They’re All Mobile Surveys Now

InMoment XI

Like mobile in general, mobile surveys have gotten major ink lately. Rightly so. They provide a lot of value. They help us reach target audiences at more contextually relevant times and in more contextually relevant places. They also help us collect feedback about increasingly important mobile interactions. With our partner OnePoint Global, we’re capitalizing on this value alongside many others in the customer experience and loyalty world.

Loyalty 266
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Positive Employee Engagement Enables Great Customer Experience

Win the Customer

'Consistently delivering an exceptional customer experience requires creating employee engagement and culture that cultivates positive service actions.

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Customer service sparkles with romance at St. Augustine specialty boutique

Service Untitled

'While Cupid may not have the reputation for worrying about customer service when it comes to thoughts of love, it’s clearly evident the diapered imp of romance has never had to deal with an epic proposal like Kanye West and Kim Kardashian in the middle of AT&T Park in San Francisco; all resplendent with a 50 piece orchestra and a $3 million 15 carat diamond ring.

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Loyalty Programs Don’t Drive Loyalty; Customer Experience Does

Customer Input

'Recent studies show loyalty programs are not effective at creating customer loyalty, but customer experience improvements are.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Customer-Centricity Goes Beyond Customer Experience Management

ClearAction

Customer-Centricity Goes Beyond Customer Experience Management Lynn Hunsaker. Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset of how the company is doing, in order to grow revenue. Consequently, surveys tend to ask more about the company than about the buyer, and customer programs typically emphasize excitement and urgency for new purchases and positive word-of-mouth.

More Trending

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Paying Attention to the People with Kate Nasser

Andrew Maher

Kate Nasser has a speciality she loves to talk about: how the quality of the people, their training, their coaching can make the world of difference to the customer service you can offer as a company. It is for this reason I was excited to have her on this episode of the CX404. As much […] Kate Nasser has a speciality she loves to talk about: how the quality of the people, their training, their coaching can make the world of difference to the customer service you can offer as a company.

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The Case FOR Customer Experience as a Business Strategy

Horizon CX

'Being a Customer Experience (CX) professional and having studied and practiced the art and the science of this wonderful CX discipline for over nine years now, (all within one organization) I pause to reflect on what the net result is of all the hard and dedicated work that we CX professionals have accomplished thus far and what we are yet to accomplish.

CEM 55
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Customer service week 2013

Very Best Service

'It is customer service week 7-13 October 2013. Time to celebrate. Surely this week is an opportunity to communicate to your employees and customers and ask then to join in a celebration of customer service. Only a few days to go so if you have not planned ahead here are a few ideas of things you could do. Please make sure that you take part in this 2013 customer service week, more and more of your customers are expecting you to.

2013 56
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Touchpoint Measurement 101: Part III

Touchpoint Dashboard

'Touchpoint Measurement Challenges As we’ve outlined in Part I and Part II of our Touchpoint Measurement 101 series, a formal, ongoing and consistent touchpoint measurement system forms the backbone of any successful customer experience management program. But let’s face it. Touchpoint measurement is not the easiest thing in the world to do, especially if you […].

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The 2023 Verint Experience Index: Retail

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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Customer experience is now mainstream. So why is it still so mediocre in most organisations?

Smith+co CX

'Customer Experience has become one of the most important factors in business today but with the emergence of new channels it is not easy to implement successfully. However, some brands across a myriad of sectors are shaking up the landscapes of their industries by creating dramatically different customer experiences both online and offline. At the recent London Business Forum event, Shaun Smith talked about how ‘bold’ brands, from both b2c and b2b sectors, are doing just this.

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Jeans, Babies, and Loyalty

InMoment XI

When it comes to customer experience, retailers and most restaurants are struggling. We can see this clearly from our CEBenchmarks™ program, which tracks customer experience activity across eleven different industries. While we believe that companies should use the best customer experience metric that predicts business outcomes, many retailers are currently using what’s commonly known as the.

Loyalty 227
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Customer Experience Is More Important Than Advertising [Infographic]

Win the Customer

'Only 4% of customers trust advertising the most for service information, so can your good customer experience to help seal the deal with customers?

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Why do customers want to keep coming back?

Service Untitled

There’s only one chance to make a great first impression; that very moment you turn a customer off when something goes awry is the same moment the competition tries to reel him in with a more attractive offer and a lot of new promises. For many of us the ultimate in business growth and success is repeat business, because these are the very loyal customers who will not only return for another service or purchase, but these are the very same people who will tell others why they have chosen u

Hotels 91
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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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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Authenticity: Lesson in Exceptional Service from a Small Coffee Shop

Customer Input

'A small coffee shop provides an example of one of the most important principles in delivering truly great and unique service: authenticity.

Blog 81
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Is Your Marketing Organization Ready to Change its MO?

ClearAction

Is Your Marketing Organization Ready to Change its MO? Gary Katz. It can sometimes be difficult to determine whether your company is ready to implement Marketing Operations. As described in 7 Deadly Sins of Marketing (previous blog post), Marketing Operations (MO) is an emerging discipline with the potential to significantly increase performance and accountability in complex marketing organizations.

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Stop Building Your Competitive Advantage and Start Building Your Customer Advantage

Amity

That’s when it’s back to the lab again, He better go capture the moment, And hope it don’t pass him by. Lose Yourself , Eminem. Competitive Advantage isn’t Sustainable. Power has shifted from vendors to customers. Using everyday digital technology, customers have ready access to information, people and resources. These empowered customers have higher expectations and lower loyalty than just a few years ago.

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Big Data and the Customer Experience with Paul Dunay

Andrew Maher

Paul Dunay loves marketing and has his own unique approach to it. He also has a nose for data and has been looking closely into how data and the customer experience play a role together. This is why he made an ideal interview partner on this CX404 show. Paul is a well known and recognised […] Paul Dunay loves marketing and has his own unique approach to it.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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

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Quality and Consistency Wins Business and Drives Revenues

Horizon CX

'I like pizza. I think I’m among a majority of people who do. And, pizza I would say is as much a commodity as coffee—although people certainly have their preferences and favorites for sure. While I’m not here to debate the nutritional merits of pizza, I will admit that I have this craving I must satisfy every couple of weeks. Therefore, pizza has been a regular element of my diet.

Travel 53
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Best customer service

Very Best Service

'Best customer service formula The recipe for best customer service has never been published yet many organisations claim to know the secret formula. By performing a key word density analysis on a number of relevant pages we have come up with the secret formula from the customer point of view : 29% - deliver a result : give the customer what he wants and that will be a key driver of satisfaction 25% - being helpful : all about attitude and clearly trying to help the customer resolve their querie

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Customer Loyalty and the Spirit of Christmas

Touchpoint Dashboard

'Despite the weather outside being frightful (it’s a balmy 8 degrees Fahrenheit outside my office today), Christmas spirit abounds. The holiday is just a few weeks away, and extra doses of friendliness, goodwill, compassion and generosity are apparent everywhere. All of this holiday cheer has me thinking about what effect the spirit of Christmas has […].

Loyalty 50
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Does ‘showrooming’ mean the end of retail? Or can customer experience save the high street store…

Smith+co CX

'Like Phoenix arising from the ashes, retail brands Jessops and HMV have both returned to the high street albeit in a stripped down, leaner form. Both brands were much loved by their customers and had a reputation for being pretty good at what they did. But this was not enough to sustain sales in the face of the onslaught from online shopping. The fact is there were just not enough consumers willing to visit the stores and those that did were often ‘showrooming’, visiting the store to see the pr

Retail 31
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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Forget the customer experience: you have to remember the customer first

InMoment XI

How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or, in other words, do you get treated better as a customer if you are nicer to a brand’s customer service team? You may think that it is a fairly obvious answer, but is it?

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Your Legacy of Customer Service Leadership

Win the Customer

'Customer service leadership is clearly having a strategy for customer experience and bringing out excellence in others to carry out the service vision.

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Can personal customer service survive in a digital world?

Service Untitled

The fast paced world of Twitter, Facebook, and Yelp combined with the technological advances of smart phones, interactive websites, and emails enable millions of users to make better informed decisions than ever before possible. There’s hardly a moment when someone isn’t consulting Google to learn more about a product, a person, or a service.

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The Widening Gulf of Customer Experience

Customer Input

'With the increasing popularity of the term customer experience also comes confusion on its definition, giving the advantage to organizations that understand and have a genuine commitment it to further differentiate themselves from those who don’t.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper