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Preparing for the Connected Customer

Astea

This new class of “connected customers” now measures the success of their interactions with service organizations against the experiences they have had with other types of services such as FedEx, Amazon, and Uber. Jeanine Sterling, Industry Director, Mobile and Wireless Communications at Frost & Sullivan, and Deb Geiger, VP Global Marketing at Astea International, discussed the challenges of meeting the needs of these mobile-enabled consumers in a recent webinar, “ Is Your Service Organization Ready for the Connected Customer ?”. “It’s And why are they deploying so many apps?

Innovative Service: Emotional Connections for Great Experience

Wired and Dangerous

There is no doubt that the product or outcome they deliver is one you value and trust but most likely they make a strong emotional connection with you that you find meaningful. How can you make a strong emotional connection with customers? We find the top component in terms of “return on experience” is delivering a strong personal connection. What is the difference?

Leadership Connection: Connecting to Inner Circle Removes These Threats

Kate Nasser

Top leadership connection to inner circle removes these key threats to success. Connect and engage to succeed. The post Leadership Connection: Connecting to Inner Circle Removes These Threats appeared first on KateNasser.com. In today's world, no news is not good news. Latest from Kate Nasser, The People Skills Coach™.

Five Conditions to Repair the Emotional Connection with Your Customer

Customer Bliss

Repairing the emotional connection with your customers and reaping good results has conditions. Decide to Say Sorry beloved companies decide to say sorry driving culture change repair emotional connection with customers Your apology must: Be genuine. Restore confidence in being associated with you. Honor those harmed. Explain and work to resolve the problem.

Understand Customers’ Lives & Connect to Customer Behavior

Customer Bliss

Leaders will be able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data. This common path will galvanize leaders to focus on the few key areas of improvement connected to customer growth, driving greater results and increased understanding of this work. The post Understand Customers’ Lives & Connect to Customer Behavior appeared first on Customer Bliss. With a customer listening path in place, your leaders and the organization will become personally involved in understanding the lives of your customers. Conclusion.

Customer Strategy – the missing connection in Customer Experience

ijgolding

The better able a business is of connecting its purpose with the resulting Customer Experience will determine just how capable that business is of delivering an experience that the customer expects. So the simple challenge is to successfully make the connection – the connection between the business purpose and the Customer Experience. Sounds easy doesn’t it?!

Magic Mirror Reflects Major Innovation for the Connected Consumer

Storyminers

The post Magic Mirror Reflects Major Innovation for the Connected Consumer appeared first on Mike Wittenstein. As a full-time experience designer with 15 years of experience, it takes something pretty spectacular to turn my head. The new flagship store is […].

Connecting with Today’s Wired & Dangerous Customers

Wired and Dangerous

Today, internet connections, whether blogs, tweets or other forms of social media, have five times the impact of traditional word of mouth. Recently John’s son Chad complained about the speed of their internet connection. That is how you connect with today’s wired and dangerous customer! They are Fickle –much quicker to leave if unhappy. And now, for the big kahuna!

3 Keys to Building Customer Engagement – Connect, Automate, Iterate

inContact

This demands an agile and frictionless CX environment that connects and automates existing and new applications across the ecosystem – allowing iterative and real-time process design without ripping and replacing existing systems. SpiceCSM provides the building blocks to Connect, Automate and Iterate across your existing and evolving customer experience infrastructure. Connect.

Magic Mirror Reflects Major Innovation for the Connected Consumer

360Connext

Visit me on the web at MikeWittenstein.com More Posts Follow Me: The post Magic Mirror Reflects Major Innovation for the Connected Consumer appeared first on Customer Experience Consulting. Blog Customer Engagement Customer Experience customer service Featured Recent News connected consumer innovation linkedin Eye-popping innovation for top-notch service. The best of both worlds.

The Value of Connecting with Other #CX Professionals

CX Journey

There’s a lot of value in connecting with other customer experience professionals, whether those connections are made through the CXPA or not. As this field and this profession evolve and as we continue to define what it means to be in this CX profession, know that your professional connections become even more important. Get involved and connect with other CX professionals.

Intelligent Customer Service: Connected, Contextual, Consistent

Verint

Today’s customer is smart, engaged, connected and informed. To keep pace with this new breed of customer, organizations must also become smarter and more connected. Your employees are the gateway to your customers. The best way to help ensure your customers are satisfied and loyal is to empower your employees with the tools and tactics to provide superior service.

The Employee Experience - Customer Experience Connection

CX Journey

Is the employee experience - customer experience connection real? Last week, I had the pleasure of joining Sue Bethanis of Mariposa Leadership to talk about that very connection and the importance of putting the employee first in your customer experience strategy. To listen to the podcast, go here. Why Not Do Stay Interviews? Doug Conant. customer experience employee experience

Connected, Contextual, Consistent—Intelligent Customer Service

Verint

I recently shared my thoughts with the Technology Services Industry Association (TSIA) about how a connected, contextual and consistent approach to customer service helps customers do business efficiently—and then get back to their busy lives.

3 Ways to Automate Customer Service with Human Connections

Win the Customer

One of the big challenges for brands using social media for customer service —and also making an effort to proactively reach out to customers with live chat and chatbots on their website—is striking a balance between customer service automation and real human connections. But there’s a growing body of evidence suggesting that customers increasingly crave human connections.

Building Customer Loyalty: 3 Habits That Create Strong Customer Connections

Who's Your Gladys?

The post Building Customer Loyalty: 3 Habits That Create Strong Customer Connections appeared first on Who's Your Gladys? It takes more than quality products and services to gain customer loyalty. It’s the “customer experience” that makes or breaks client ties. By developing a few simple habits, you can win new business and keep long-term customer relationships strong.

Space, Coke, and Apples: Connecting Tech Advancement to Customer Need

MaritzCX

Innovation | Technology | Design There is a point at which your potential client becomes a customer, another point where they become a loyalist, and another when they’ll do anything they need to keep up with you because it wouldn’t make any logical sense to do otherwise. That’s the power of innovative technology. Corporation’s have. View Article

Understand Customers’ Lives & Connect to Customer Behavior

Customer Bliss

Leaders will be able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data. This common path will galvanize leaders to focus on the few key areas of improvement connected to customer growth, driving greater results and increased understanding of this work. The post Understand Customers’ Lives & Connect to Customer Behavior appeared first on Customer Bliss. With a customer listening path in place, your leaders and the organization will become personally involved in understanding the lives of your customers. Conclusion.

Connecting with Customers In The Moment: How These Brands Nailed It

360Connext

You can be connecting with customers in ways that make them say, “I don’t know why I like them so much, I just do.”. While delighted to help create a better living experience through improving the customer experience with 360Connext, Jon also enjoys cooking, decorating, squishing his toes in the mud, and connecting with his creative side in any way he can. I can’t even…!

Register for ForeSee Connect 2017 and save!

ForeSee

Registration for ForeSee Connect 2017, our annual client summit championing customer experience (CX), is now open! The post Register for ForeSee Connect 2017 and save! Events ForeSee News Connect 2017 ForeSee SummitThe ForeSee summit is where the very best leaders of CX across multiple industries. appeared first on ForeSee.

Empathy is the Connection Before the Solution | #business

Kate Nasser

It is the connection before the solution. The post Empathy is the Connection Before the Solution | #business appeared first on KateNasser.com. Empathy is a key to business success. It turns diversity into understanding. Insights fr The People Skills Coach™.

Save the date! Why Connect 2017 will be our best Summit yet

ForeSee

ForeSee Connect is our annual client summit where the very best champions of CX across multiple industries come together to present new insights on how you can improve your strategy. Why Connect 2017 will be our best Summit yet appeared first on ForeSee. Customer Experience Research Events ForeSee News Connect 2017 ForeSee Clients ForeSee SummitThe post Save the date!

3 Ways to Strengthen Your Emotional Connection with Your Customers

CSM Magazine

The truth is that 75% of your customers would gladly do business with the competition—because companies have not created the emotional connection that creates customer loyalty and advocacy. Here is how you strengthen your emotional connection with your customers: Prioritize your customer in everything you do: Are your customers your top priority—the focus of your business?

Hyper-connected workplaces: how wearable devices could transform sales and service

NewVoiceMedia

The technology blurs the line between people and their devices, creating a truly connected experience. What sets wearable technology apart from the laptops, tablets, desktops and mobiles which fill most offices today, is the fact that it allows people to be more connected to the digital world, while still being more present in the real world. and employee satisfaction by 3.5%.

Customer Experience in 2016: Making the Emotional Connection

Think Customers

One of the undisputed thought leaders in the customer experience space is Bruce Temkin, customer experience transformist and managing partner at Temkin Group as well as co-founder and initial chairman of the Customer Experience Professionals Association (CXPA). In a blog post which lists the most important customer experience trends to watch out for next year, Temkin cites "the year of emotion" as the most important trend for customer experience professionals to track in 2016. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Are you really listening to your customers? The importance of connecting with your customers through conversation

ijgolding

I urge you to spend ten minutes of your time ‘reading’ her thoughts on how important it is to connect to your customers through conversation… Creating fantastic customer experiences is widely recognized as a competitive advantage in today’s market. But what does being connected to your customers look like? Julia is a proud Scot who now resides in New Zealand.

Connecting Customer Profitability to Customer Experience

Customer Bliss

Customer growth and profitability metrics must be connected clearly to customer experience to gain executive and board support and to warrant the investment of people, time and financial resources. To make this case, spend the time to understand the different accounting methods throughout the company. Forge a partnership with finance to cobble together the customer accounting approaches.

The (Large) Connection Between Emotion And Loyalty

Experience Matters

In case you missed it, we labeled 2016 as The Year of Emotion in our annual listing of CX trends. To help organizations better understand customer emotions, we created the Intensify Emotion Movement. Why did we put so much of a focus on emotion? Because it drives loyalty. We tapped into our recent consumer benchmark study to […]. Customer experience Emotion ROI of Customer Experience

Connecting the Dots in Omnichannel Customer Service

Think Customers

Customers aren't just multichannel. They're increasingly cross-channel as they use a variety of different touchpoints to find information about product and services they're interested in. So while customers don't necessarily think of themselves as omnichannel, they do expect the companies they interact with to know which touchpoints they were last using before reaching out to a customer service agent for additional help. The last thing a customer wants to do is to have to repeat whatever information he or she had shared in a prior channel.

Evaluate How Real You Are in the Moments of Connection

Customer Bliss

They become beloved because of how they connect with customers in their lives. How would you rate your intent and ability to obsess about the moments of connection – the key interaction points with customers ? How do your decisions to create a human connection in these moments compare with this beloved company? They relate personally with customers. Do you know? .

Retail Customer Experience Needs Connection

Storyminers

The retail customer experience will need greater connections than ever before as social media and mobile will play a big role in holiday shopping and beyond. In a survey conducted by MarketLive, one-third of the respondents indicated that they would … Continue reading → Blog Customer Experience

The Value Of Building Bridges For Customer Experience, with Curtis Kopf [CB7]

Customer Bliss

You can connect with him on LinkedIn, as well. Prove your points and connect them to ROI. Podcast align silos alignment around customer experience connect cross-silo operational metrics connect the silos cross-functional collaboration cross-functional process customer experience across silosQuick Episode Overview. I talk with Curtis Kopf in this episode. About Curtis .

Five Rules of Observation and Why it’s Hard to Do Effectively

C3Centricity

One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Observation and listening are powerful but often underutilised tools of the marketer. It is, therefore, disappointing that so many companies run to conduct market research, usually a qualitative study, as a first step [.].

The Rise of Connected Devices and Behavioral Analysis: What it Means for Businesses Today

Clarabridge

At its core, IoT is about connecting devices over the internet to enable them to talk to other devices, other apps, or even to us. Examples range from connected devices, such as smart meters in the home that turn off the heat when no one is at home, to smart cities that include smart trash cans that tell you when they need to be emptied. The Connected Customer.

8 Customer Experience Quotes You Need To Know

Customer Bliss

The inspiration here: enable your people to be real, and to connect with customers in ways which show personality and a deliberate tone for your brand. One-Company Leadership 5 customer experience competencies accelerate CCO value alignment around customer experience brand's defaulted customer experience connect customer experience to business growth connect ROI to customer experience

Three Tips for Fostering Emotional Connection with Customers

Wired and Dangerous

Be the Attitude You Want Your Customers to Show – We all enjoy serving happy customers. You can help them act pleasant by showing them how. Aim your best smile and warmest attitude toward your customer. Optimism and joy are contagious. Never Let Customers Leave Disappointed – Even if you can’t always give customers what they want, you can always give them a great service experience.

Connecting the Dots on Irrational Customer Behavior [Webinar]

Qualtrics

Best-selling author Dan Ariely has repeatedly astounded the world with his ability to make the connections that explain baffling customer behavior. On Tuesday, September 22 at 1pm ET, Dan Ariely and Qualtrics CEO Ryan Smith will connect the dots between what customers care about and why they behave the way they do. Reserve My Seat: Connecting the Dots on Irrational Customer Behavior.