Customer Bliss

APRIL 7, 2016

Tim Calkins, a marketing professor at Northwestern’s Kellogg School of Management, wrote an article in early 2016 entitled “Nobody Asked For Uber.” I’m actually not a huge fan of Uber from a customer standpoint, and I’ll be blogging about that in the next week or so — but it is hard to argue with their unicorn status or growth model, even if you think it might not necessarily last because of some issues they’re having on the customer front.

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Chief Customer Officer Leadership Hotels Connections 156

Steve DiGioia

APRIL 7, 2016

guest post by Lynn Macfarlane This original article was written by Steve DiGioia. Today’s guest post is by Lynn Macfarlane. Early on in my recruitment career I was provided with leads to generate business but I knew at some stage I would need to get away from the telephone and the cold-calling monster and do what others were not doing, i.e. knock on doors and make face to face introductions.

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Customer Service Self Service Consulting Customers 147

Experience Matters

APRIL 7, 2016

In a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this will be a popular topic for Temkin Group this year. Here’s a short snippet from my speech where I discuss the […].

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Video Customer Experience Customer Experience Professionals Groups 146

Alida

APRIL 7, 2016

Jon Reed, the co-founder of the website diginomica , is sick and tired of surveys. “Every customer interaction, no matter how trivial, triggers a survey,” he grumbles in a recently published article. “If my toothpaste company knew when I finished brushing, they would send me a freaking survey.”. Indeed, as Reed’s headline proclaims , “ The survey epidemic is upon us—and something must be done.”.

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Software Survey Company eBook 169

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Customers

CX Journey

APRIL 7, 2016

Image courtesy of lpk90901 Today I'm pleased to share a guest post authored by Jochen Wirtz and Ron Kaufman. Ron and I have been working on this topic for many years and are happy to report that the April issue of Harvard Business Review picked up our ideas and published a short piece in the Idea Watch section in the April 2016 issue. In this post, we summarize this article and add insights for service leaders and practitioners who would like to know more.

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Culture How To Net Promoter Score Airlines 120

Amity

APRIL 7, 2016

In today’s world, there are people who see Kanye West as the messiah he himself thinks he is. These are the people who actually believe that he is the greatest artist that has ever lived, a man who puts the likes of Michelangelo, J.S. Bach and T.S. Eliot to shame. And then there are those who think he is nothing but a silly hip hop artist with a few decent songs under his belt.

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Fashion Technology Customers Brands 84

Promoter.io

APRIL 7, 2016

Last week, Jason Lemkin, founder, investor and considered by many to be the Godfather of SaaS, said the following: “I was wrong. Track NPS as a core, monthly metric. Share it with everyone. And importantly — use it for a cross-functional discussion across Sales, Support, Customer Success, Marketing, Engineering, and Product. It’s the one metric […].

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NPS Metrics Sales Customer Success 79

Amity

APRIL 7, 2016

The 2016 Google Search Quality Ratings Guidelines may be 157 pages long, but throughout its discourse on what makes a website rank high in their results, one message in particular rings clear: It's all about the site visitors’ experience. Your customers aren't just your means to an end -- they're the entire journey. Clients don't just give you money today; they guarantee the longevity of your business.

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Customer Journeys Guidelines Advertising ROI 69

Beyond Philosophy

APRIL 7, 2016

I appreciate this is a controversial title – but let me explain! Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. This whole line of thinking started last June with the American Customer Satisfaction Index (ACSI) score.

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Net Promoter Score CEM Consulting Customer Satisfaction 60

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Communication

Amity

APRIL 7, 2016

Recognition of Customer Success is growing rapidly, yet it requires more than just a new department, new hires, and new titles. The shift to a Subscription Economy and the corresponding shift in Power to Customers means that businesses need to embrace Customer Success just to keep pace, let alone thrive. Yet in many instances, Customer Success is still viewed as an offshoot of Sales or Support.

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Customer Success Leadership Sales Report 69

Customer Enthusiast

APRIL 7, 2016

The French term “esprit de corps” means a feeling of pride, fellowship, and common loyalty shared by members of a particular group. I’ve been thinking a lot about this lately, partly because my 12-year-old son, Cooper, is immersed in the throes of spring basketball. The team he is on presently is coached by four outstanding coaches, one of whom is a former Division 1 student-athlete and a retired NFL linebacker.

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Sports Loyalty Retail Groups 54

Amity

APRIL 7, 2016

In earlier blog posts, we talked about the importance of establishing the customer journey to drive success. The customer journey is a “roadmap” that takes the customer from point A to point B - from where they are today to where they will be in the future with the use of your product. Within the journey, however, there will be twists, turns and a variety of steps in getting to the final destination.

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How To Roadmap Customer Journeys Course 63

ForeSee

APRIL 7, 2016

Most retailers already measure which sources of customer acquisition result in the highest quantity of leads, and they may also be tracking how much each group spends. However, there is. The post Why Determining Quality of Customer Acquisition is as Important as Quantity appeared first on ForeSee.

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Retail Groups Measurement Customers 56

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Tips

Natalie Petouhof

APRIL 7, 2016

Tweet It’s just not true. Customer self-service is one of the key capabilities of any company that actually cares about their customers. Companies contemplating a self-service customer care solution to support digital customer experiences should consider the following five steps: 1. Anticipate Requirements for a Digital Business Model. As organizations make. the shift to a post-sale, on-demand, attention economy, organizations must start supporting self-service for post-sale scenarios.

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Self Service Customer Journeys Average Handle Time Government 48

iPerceptions

APRIL 7, 2016

Today, customers are in control. With the rapid adoption of technology, customers now know more about your products, services and reputation than you do, and their expectations are higher than ever.

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eBook Customer Experience Customers Technology 48

Natalie Petouhof

APRIL 7, 2016

Tweet. How Does IOT and Customer Behaviors Affect The Insurance Technology Companies? The World Insurance Report 2016 (WIR), released by Capgemini, identifies multiple threats pushing the insurance industry toward massive disruption. The continued evolution of the Internet of Things (IoT), combined with changing behaviors and preferences from Gen Y 1 customers, is driving the urgent need for insurers to undergo significant transformation or risk falling behind emerging competitors such as FinTe

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Insurance Industry Competitive Advantage Report 46

InteractionMetrics

APRIL 7, 2016

Most customer satisfaction surveys suffer from uneven customer representation, which leads to inaccurate data. As the saying goes, “garbage in, garbage out.” And let’s face it, garbage should never be the basis of your business decisions. You deserve facts, not fiction. So here are a few ways to improve your customer survey sampling methods to achieve balanced customer representation and high quality data.

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Survey Customer Satisfaction Feedback Data 40

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

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Retail

Natalie Petouhof

APRIL 7, 2016

Tweet Customer experience management is a top priority for many enterprises, particularly as we look beyond 2016 to the competitive landscape. Today, customer experience heavily influences customer retention, customer loyalty, and customer advocacy – all desirable outcomes for modern organizations. Managing the customer experience, however, is a facet of business operations that proves challenging.

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Customer Experience Management Tips Customer Experience Management 43

Daniel Group

APRIL 7, 2016

The Daniel Group provides transactional surveys for one of our client groups and recently, a client had requested a survey be deleted, and the request fell within the strict guidelines for survey deletions. However, I learned that the client had. Read More. The post “The Great Experience, But” Problem appeared first on The Daniel Group.

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Guidelines Groups Survey Customer Experience Management 40

Natalie Petouhof

APRIL 7, 2016

Tweet. Starting something new is exhilarating, daring and, at times, even daunting. People who create know this. Having an idea isn’t the hardest part. Getting that idea off the ground is – building adoption, clarifying value, then scaling that idea to realize its full impact in the world. And it’s no different for companies. Capital One knows about creating new things.

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Banking Financial Technology Analytics 40

Customer Interactions

APRIL 7, 2016

For retail banks, today’s markets are fraught with challenges: new digital competitors and digitally empowered customers prominent among them. Yet most still pursue business as usual, striving to be all things to all customers.

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Banking Retail Marketing Customers 32

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Training

Kayako

APRIL 7, 2016

Do you want to ensure your customers can understand how your software works? How about communicating with them in the way that works best for them. Why not try a screencast in addition to more traditional written content? Screencasts let you present information in a non-written way and it also lets you show off your company’s personality. While screencasts are a bit more work than a written how-to, they’re completely worth it.

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Self Service Video Software Communication 120

Amity

APRIL 7, 2016

Getting new customers can be a little difficult, especially if you’ve tried every single conventional method out there in the market. How about trying something new? How about something you may have heard about, but never tried? Who knows, these methods listed below just might work for you. 1. Actively Respond to Posts. One of the top ways to catch any person's attention is having them see the company (or person) mentioned in a particular social media post, respond to the said post.

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Conference Social Media Consumers Customers 60