Experience Matters
MARCH 16, 2017
Any regular reader of this blog likely knows that emotion is a key topic for Temkin Group. We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends. As part of our push to drive more detailed discussions about emotion, we examined the emotions that consumers feel after specific interactions. It turns out that […].
InMoment XI
MARCH 16, 2017
I will never forget it. This prospective customer was so excited to show it to me. He had hired a graphic artist to take the journey map they had created and turn it into this beautiful rendering that he had framed and hung on the wall. I had to agree, it was stunning. The stages, View Article.
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Customer Bliss
MARCH 16, 2017
We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. Because the C-Suite as a whole tends to make dozens (if not hundreds) of decisions in a given week, having an understanding on what specific decision-making styles make for leaders with a stronger customer focus is going to be helpful as you grow your own business.
InMoment XI
MARCH 16, 2017
I will never forget it. This prospective customer was so excited to show it to me. He had hired a graphic artist to take the journey map they had created and turn it into this beautiful rendering that he had framed and hung on the wall. I had to agree, it was stunning.
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AskNicely
MARCH 16, 2017
Because happy customers really are your best marketing tool. Gathering customer feedback in real-time enables a business to be faster and more agile in the way they grow and adapt. Unfortunately for many businesses, the very technology that makes the collection of customer feedback possible is also what makes it hard to act in real time. Customer feedback often ends up being collected sporadically and once you’ve got it, it’s often too late to react.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CX Journey
MARCH 16, 2017
Image courtesy of Tax Credits No customer experience budget? No problem! As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I'd compile a few ideas on how to move beyond the "no budget" excuse and make improvements that cost little to nothing. After reading that last post, did you feel like it was all gloom and doom?
PeopleMetrics
MARCH 16, 2017
Having a remote customer service team for your company brings its own unique benefits and challenges. Your company can provide customer service using the power of the web, without employees coming into the office, so it saves on the costs of space and equipment. But to successfully manage a remote customer service team, you need to figure out how you can set up shifts for optimal coverage over the entire day, how to maximize everyone’s productivity and how to avoid having issues slip through the
ReviewTrackers
MARCH 16, 2017
Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Customer experience writer Blake Morgan notes that the companies that build personalized relationships will succeed. Subscribe to receive these stories and more every week in your inbox. Email *. Email This field is for validation purposes and should be left unchanged.
Magellan Solutions
MARCH 16, 2017
It has been a widely reported fact that the Philippines overtook India as the new number one destination for call center services in the world. While both are progressing, Third World countries, there are strong reasons why Philippine call center services have been preferred over their fellow Asian counterpart. These are the most common reasons why companies worldwide choose to work with call centers in the Philippines over anywhere else: Superior English communication skills.
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Topdown
MARCH 16, 2017
Research shows that companies want customer communications management (CCM) to merge with their content management systems and the rest of their digital experience architectures. How that’s going to happen on a large scale is still a bit unclear, but analysts at Gartner, Forrester and other leading firms are beginning to reach a consensus that there definitely needs to be a free flow of content throughout the digital experience (DX) architecture.
iPerceptions
MARCH 16, 2017
Today, customers are in control. The power is increasingly shifting from the brand to the digital customer, which has completely overturned the traditional understanding of the customer journey. This means that digital-empowered consumers often know more about products, services, pricing and reputation than the brands themselves.
Forrester's Customer Insights
MARCH 16, 2017
From time to time, an anecdote comes across our desks that, as researchers, we find hard to leave alone. A few months ago, one of these opportunities appeared, and we thought it might be interesting to lift the hood, and show you how we dig into tough research hypotheses and decide if and when to write about them. Here's what happened. Over a period of a few days this winter, we heard from one colleague, then another - 20 in all -- that conversations they'd had IRL ("in real life&qu
ForeSee
MARCH 16, 2017
Media companies are struggling with decreasing ad revenues and slow or declining paid subscriptions — the lifeblood of their businesses. They’ve been focused on the wrong metrics, like page views, The post How CX can help media companies boost audience engagement & ad revenue appeared first on ForeSee.
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Waypoint Group
MARCH 16, 2017
Nearly every company executes customer surveys, and a growing number are calculating a Net Promoter Score. But few are able reap the financial rewards associated with improving their NPS. We know that business thrives with more Promoters and fewer Detractors, so why is an improvement in NPS so difficult in B2B? 1. We use the meaningless word, “Customer” Most B2B […].
Talkdesk
MARCH 16, 2017
Today’s retail customers have so many opportunities to purchase and interact with products. They can visit brick-and-mortar locations, shop at the company website, purchase through third-party subscription box services, try, buy, rent, the list goes on. Every customer buys things their own way, but they’re all looking for the same thing: a shopping experience that feels personalized to them.
Brad Cleveland Blog
MARCH 16, 2017
The post Improving the Accuracy of Schedules appeared first on Brad Cleveland.
Kayako
MARCH 16, 2017
Question: When is a self-service writer a diplomat? Answer: When they are a writing a knowledge base to help customers solve their problems quickly and reduce repetitive conversations with your support team. Writing documentation for a knowledge base is hard. Documentation is more than providing information, it’s goal orientated. To ensure minimal reading and effort for your customers can be a lot of work and pressure for a technical writer!
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
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Bold360
MARCH 16, 2017
Gartner predicts that by 2020, 85% of a customer’s interaction with a company will be without human contact. And this isn’t just online. As well as McDonalds, the latest restaurant business to jump on the self-service bandwagon is Wendy’s, with the announcement of 1,000 kiosks arriving by the end of the year to a store near you. CIO David Trimm says one strong reason behind this investment is simply to “enhance the customer experience.
OpinionLab
MARCH 16, 2017
Today’s business world is a strange and fascinating place, filled with companies hellbent on disrupting long standing industries. They’re founded by people who looked at a ubiquitous aspect of modern life and came up with an idea to make it better (Netflix), cheaper (Dollar Shave Club), easier to buy (Casper) and in some cases, all three (Amazon, Spotify).
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Stella Connect
MARCH 16, 2017
Recently, I stumbled upon a terrific article in the Harvard Business Review , “ Kick-Ass Customer Service. ” (The title alone makes the article a must read.) In it, the authors do two things effectively. First, they argue for updating contact center training and management approaches, particularly in the era of customer self-service. Second, they make the case (based on their study of more than 1,400 contact center agents) that many brands’ assumptions about which type of agent is most effective
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