2016

5 Epic Employee Engagement Issues You Never Noticed

Experience Investigators by 360Connext

Highly-engaged employees will deliver better experiences to your customers, leading to increased loyalty, more referrals, and more business overall. Yippee! However, employee engagement is emotional and often hinged on the very last experience an employee might have – with his or her manager, with co-workers, with an angry client, or even with you. These simple moments add […]. The post 5 Epic Employee Engagement Issues You Never Noticed appeared first on Customer Experience Consulting.

2016 228

5 Ways to Improve B2B Customer Engagement Through Omnichannel Tactics

Customer Bliss

Guest Post by Robert C. Johnson: Robert is co-founder and CEO of TeamSupport.com , a cloud-based, B2B software application built to help customer-facing support teams serve clients better through stronger collaboration, superior teamwork, and faster issue resolution. Over the years, the B2B (business-to-business) industry hasn’t exactly taken to adopting the latest customer engagement technology as quickly as its B2C (business to consumer) counterparts.

2016 212
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The Authenticity challenge: 25 marketing, CX and innovation takeaways from the 2016 Customer Intelligence Summit

Alida

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Here’s a look at our favorite takeaways from this year’s Summit. Embrace the authenticity challenge. Authentic companies inspire loyalty,” said Scott Miller, CEO of Vision Critical, in his opening keynote.

2016 211

Thirty Drivers of Value Perceptions, or Why Customers Love Your Company

MaritzCX

Customers love a company because they perceive value in their interactions with its people, products, and services. As customer experience (CX) professionals, we usually measure this sense of value with the Net Promoter Score®, or NPS®, which is a nominal indication of how likely the customer is to recommend the company to another person, and. View Article

2016 338

Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!

Building Customer Loyalty That Lasts

GetFeedback

Loyal customers save your company money, predict future sales, generate referrals, and gain value over time. Here are 5 ways to drive customer loyalty. Articles

2016 150

More Trending

Customer Loyalty Lessons from Mama Louise

ShepHyken

The other night I had a wonderful meal at Mama Louise , an Italian restaurant in Orlando on Florida’s ever popular “Restaurant Row.” I ordered Mama’s Stuffed Chicken, and it was delicious. But, good food isn’t what this is about. It’s about the experience that Joe Esposito and his staff created. First, the staff was friendly and helpful, making suggestions and letting us know what was most popular on the menu. They were attentive. They did everything they were supposed to do.

2016 104

Exploring Hospitality Customer Service (Video)

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Video

Revolutionary Thinking On Customer Loyalty

Beyond Philosophy

Customers are not loyal because of the Customer Experience you provide. They are loyal because of the Customer Experience they remember you provided. Furthermore, customers don’t remember the entire experience but only bits and pieces. It is important to get these memorable bits right, or your customer loyalty will certainly go to pieces. The human memory isn’t as reliable as we would like to think. Don’t believe me? Try this: explain the Pythagorean theorem right now without Googling it.

2016 131

3 huge future customer journey mapping trends you need to know about

OpinionLab

‘Customer journey mapping’ is a widely accepted practice for customer experience teams right now as they seek consistency across all channels and touchpoints. According to McKinsey, you should “(pay) attention to the complete, end-to-end experience customers have from their perspective. (Do Do not) focus on individual interaction touchpoints devoted to billing, onboarding, service calls, and the like.

5 Reasons to Consider Managed Services for Cloud Contact Centers

Learn how cloud-based solutions and a managed services approach can reduce costs. Give your contact center the flexibility and scalability it needs to meet ever-changing demands!

Customer Experience: Loyalty Through Narcissism?

Kate Nasser

Super customer experience is achieved when you think from the customer perspective not from yours. Involve them & win their loyalty. 4 ways to win big. The post Customer Experience: Loyalty Through Narcissism? appeared first on KateNasser.com. Customer Service Hot Topics and New Bits IT call center CCO CIO contact center customer Customer Care customer experience customer loyalty service technical support Ultimate Customer Service

2016 84

5 CX Strategy Killers You Need to Get Over

Experience Investigators by 360Connext

It seems to be human nature to focus on the unnecessary but more attractive/compelling/interesting/entertaining distractions instead of the stalwart/steady/reliable but boring items in our everyday lives. How many moments do we give to social media, Buzzfeed, Candy Crush, etc? We do this in spite of having real deadlines, goals, and responsibilities. Sometimes the way we […]. The post 5 CX Strategy Killers You Need to Get Over appeared first on Customer Experience Consulting.

2016 207

How To Become The Head Of Customer Experience

Customer Bliss

There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves. But how does someone become a head of customer experience? What makes them ideally qualified for the role? Head of Customer Experience Trait No. 1: They have led a successful operation.

2016 189

Increasing member engagement: 4 effective strategies for online community growth

Alida

Online communities are now an important tool in gaining ongoing customer feedback and insight. In particular, insight communities —private, online communities made up of carefully selected groups of customers who develop long-term relationships with brands—are now used by hundreds of customer-centric global brands. To get the most business value out of your online communities, you must work to keep members engaged.

2016 200

Plugging Your Community Into the Customer Lifecycle

Speaker: Nichole Devolites, Customer Experience Expert, SecureAuth

Customer experience professionals understand the importance of both creating and maintaining easily available programs that improve CX. Nichole Devolites is joining us for a webinar on July 27th at 12 pm EDT to discuss how CX professionals can integrate and connect their communities with the customer lifecycle. Register today!

Is Customer Experience Just About Chasing a Great Score?

MaritzCX

A couple of years ago, on a day I had taken off from work, I took my car to the local dealership for some routine servicing. When I arrived the dealer said they did not have my appointment logged in their calendar and were completely booked for the day. The dealer was very apologetic and. View Article

2016 300

Customer Experience Is at the Core of the Customer Journey

GetFeedback

The customer journey is evolving. Modern consumers want a more personalized customer experience, and companies can secure their loyalty by delivering it. Articles

2016 150

Eight Ways to Build Customer Empathy

Heart of the Customer

Customer empathy is absolutely critical to a company-focused culture. Without empathy, employees focus on their own problems, rather than your customers’. They build overly-complex products based on what they want to buy, rather than starting with customer needs. And they certainly don’t understand the emotional context of your customers. Both Forrester and the Temkin Group […]. The post Eight Ways to Build Customer Empathy appeared first on Heart of the Customer.

2016 116

Guest Blog: How to Create Customer Loyalty in the Healthcare Space

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Brie Tascione, writes about the importance of improving the customer experience in the healthcare industry to improve loyalty and reduce frustration. Any service industry today must keep up with the technological advances when communicating with their customers. Shep Hyken.

How to Close the Customer Feedback Loop and Open the Doors to CX Success!

There are plenty of “best practice” misconceptions that prevent success in closing the customer feedback loop. Learn how to overcome the most common mistakes to gain a stronger ROI from all your closed loop efforts!

5 Expert Tips for Customer Service Recovery

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. customer-service-techniques

2016 128

7 Top Tips to Create a Customer-Centric Culture 

ijgolding

As customer experience has become increasingly recognised as a thing of tangibility, so has the need to adopt and embed the skills and competencies that make managing it (customer experience that is) a reality. Any ‘concept’ that becomes something requiring methodologies, approaches, tools and techniques, also requires the need for people to understand how to use, deploy and embed them.

2016 91

Customer Emotions (Joy, Anger, Sadness, and Fear) Affect Contact Center Interactions

Experience Matters

As you may know, Temkin Group labeled 2016 “The Year of Emotion” in its annual listing of customer experience trends. Because emotion drives loyalty. And yet, despite its significant impact on customer loyalty, organizations do not focus on emotion enough. So to help increase organizations’ awareness of this critical area of customer experience, we […]. Emotion

2016 103

Five things you need to know about customer journey mapping and VoC

OpinionLab

I recently participated in a webinar with Bruce Temkin in which we explored customer journey mapping, Voice of Customer and how they combine to create great customer experiences. Bruce has been studying how different companies approach CX for a number of years and is a customer journey mapping expert so is perfectly placed to offer strategic insight. Here are five key learnings from the webinar: 1. There are three elements of a customer’s experience.

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

3 Ways You Are Ruining Your Customer’s Day

Experience Investigators by 360Connext

Your organization might be well-meaning but still ruining your customer’s day. The mission at 360Connext is simple, but we believe it’s important: We’re on a mission to create fewer ruined days for customers. I started using this as our mission when I created the company in 2009. And I believe it’s still an important goals […]. The post 3 Ways You Are Ruining Your Customer’s Day appeared first on Customer Experience Consulting.

2016 183

Digital storytelling: The unabashed power in CX

Customer Bliss

Digital storytelling is crucial in customer experience. Before we get deep into digital storytelling and how to maximize your processes around it, let’s briefly set up why storytelling as a whole — and especially digital storytelling — is important in the current business climate. The importance of digital storytelling. Here’s a Wharton interview with Carmine Gallo , the author of a book called The Storyteller’s Secret. (I

2016 191

Generation Z statistics: New report on the values, attitudes and behaviors of the post-Millennials

Alida

Generation Z, the cohort born between 1996 and 2010, is ready for the spotlight. Finally escaping the shadows of the generations before them, many Gen Zers are now entering the workforce. As a result, their spending power, currently valued at $44 billion , is growing every day. Also known as Gen Z, iGeneration (iGen) or Net Gen, this cohort is massive and influential. In U.S. alone, there are 65 million of them. By 2020, Generation Z will account for 40 percent of all consumers in the U.S.

2016 219

CXFusion Recap: In Your Own Words

MaritzCX

Customer experience (CX) professionals, business leaders, and research experts gathered in Vegas this week to attend CXFusion. This year’s conference energized a record number of attendees with insights, connections, and tools for building and extending CX programs that deliver hard business results. Did you miss the conference? Here’s a quick recap of what we experienced. View Article

2016 310

Driving Business Value: What Can CXM Do For You?

In this eBook, we dive deep into understanding how CXM creates value for customers, employees, and businesses by improving the customer experience, accelerating innovation, mitigating the risk of decisions, and increasing revenue.