InMoment XI
SEPTEMBER 9, 2016
Suppose you head up a company with one million customers. You’ve heard of this ‘customer experience’ thing, and decide you’ll have a go at it. You design the perfect survey that will tell you exactly how satisfied each respondent is, and you head off to gather your customers’ opinions. The first month showed that you. View Article.
Michelli Experience
SEPTEMBER 9, 2016
In 1998 (in my book Humor, Play, and Laughter ), I began talking and writing about the importance of “gratitude” for business and personal life. In fact, gratitude has long been one of 5 core values for my business (right alongside – “personalization, respect, humility, and succeeding together”). That said, I took notice when the esteemed Harvard Business Review ( HBR ) recommended the practice of “gratitude” as a “bona fide” leadership competency.
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InMoment XI
SEPTEMBER 9, 2016
Suppose you head up a company with one million customers. You’ve heard of this ‘customer experience’ thing, and decide you’ll have a go at it. You design the perfect survey that will tell you exactly how satisfied each respondent is, and you head off to gather your customers’ opinions. The first month showed that you.
Steve DiGioia
SEPTEMBER 9, 2016
Guest post by Steve Curtin This original article was written by Steve DiGioia. One of the Top 30 customer service experts in the world, Steve Curtin provides today’s guest post. Thanks Steve! Earlier this year I was asked for my opinion about which key performance indicator (KPI) was the most important. I think if you ask five different people you may get five different answers.
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ShepHyken
SEPTEMBER 9, 2016
This week on our Friends on Friday guest blog post my colleague, Anne Bachrach, reminds us of the importance of running a client-centered business and how this will set you up for success. Sometimes, all it takes is giving someone a little extra time or giving a little extra effort. – Shep Hyken. There are many factors that go into building a successful business.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Topdown
SEPTEMBER 9, 2016
What could the CMO of an insurance company learn about customer experience (CX) from a restaurateur? What might an online retailer learn about CX from a bank? What can a hospital learn about CX from a telecomms company? Quite a bit, as it turns out. CX leaders often look outside their own industries for new insights and transferable learnings about how other companies are solving problems and improving customer experiences.
Forrester
SEPTEMBER 9, 2016
The White House requires federal agencies to provide customer experiences that match the best of the private sector's. Yet despite another year of intense focus the federal customer experience remains overwhelmingly weak and uneven. The 15 US federal agencies and programs that we rated in this year's US Federal Customer Experience Index (CX Index™) earned an average score of 58, which is near the bottom of the poor category and well below the private-sector average of 70 (see Figure 1)
Eptica
SEPTEMBER 9, 2016
Date: Friday, September 9, 2016 Can you afford to lose half your customers? Published on: September 09, 2016. Author: Neil Cox Recent research highlighted by customer service guru Shep Hyken demonstrates the importance of delivering an experience that meets the needs of your customers. It found that businesses in the US are losing $62 billion every year, due to people switching following poor customer service.
Forrester
SEPTEMBER 9, 2016
The 2016 China Customer Experience Index report, which I co-authored with APAC CX team principal analyst Ryan Hart , went live last Thursday at the Forrester's CX MARKETING SHANGHAI 2016 forum. The report is based on Forrester's CX Index™ methodology, which measures how successfully a company delivers customer experiences that create and sustain loyalty - increased customer loyalty in turn tends to drive business growth.
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Smith+co CX
SEPTEMBER 9, 2016
One of the many benefits of the increased exposure of the ‘customer experience’ is that it’s getting easier to spot brands for whom customers are just a means to an end. As the forward-thinking brands seek to add value to the lives of their customers, in new and personal ways, some business leaders are dead set on cutting as many corners as possible.
Avaya
SEPTEMBER 9, 2016
Avaya has a long history in public safety and heritage in this area having worked with local governments and public safety agencies since the 1990s – including helping to implement 112, the common emergency number telephone number. Therefore, we are delighted to publicly announce our support of the eCall initiative alongside British-APCO. Like most people, you’re probably blissfully unaware of the eCall initiative, so let me take a step back and explain.
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