CX Journey
FEBRUARY 22, 2017
Image courtesy of Corporate Traveller Are you challenged at developing lasting relationships with your customers? I was recently sent a copy of KPMG Nunwood's report titled B2B Customer Experience: Winning the Moments That Matter. The report is filled with some great nuggets, but I latched on to the phases of relationship connection and moments that matter.
Alida
FEBRUARY 22, 2017
Most companies know what their customers buy, when they purchase and where. But few truly understand why those customers buy—why customers choose to have a relationship with companies to begin with. Business leaders need to step back and more clearly define what customer relationships mean to them. A clearer understanding of customer relationships helps align the tools a company uses with the strategy it is pursuing.
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Experience Investigators by 360Connext
FEBRUARY 22, 2017
Consistently gathering customer feedback is a great way to see patterns around satisfaction, loyalty and other key performance indicators, but some of the most valuable information hides beyond typical survey results. There are important questions customers would love to answer for you, should you ever happen to ask! There are answers they want to give you, […].
SuiteCX
FEBRUARY 22, 2017
“Words are made for a certain exactness of thought, as tears are for a certain degree of pain. What is least distinct cannot be named; what is clearest is unutterable.”. René Daumal. The Spanish expression “el momento de la verdad” signified the point in a bullfight when the matador makes the kill. The English translation, the moment of truth, first appeared in Ernest Hemingway’s Death in the Afternoon (1932) which was largely about the sport of bullfighting.
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Feedback
FEBRUARY 22, 2017
Healthcare providers often learn how they’re doing directly from their patients in person. Body language, facial expressions, and even verbal communication give doctors a (generally) good idea of how their patients are doing and how they view the care they’re receiving. But… how can physicians know what their patients are really thinking? And how can doctors use that information to better their skills and their practice’s performance?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Uniphore
FEBRUARY 22, 2017
Digital Strategy: 5 Best Practices to Improve Customer Service. Today’s digital landscape has ushered in a new age in customer service. As companies use digital interfaces to engage with customers and build relationships, customer interactions are spanning across an ever-expanding array of touch points, with customers often using various channels in the quest to get the service that they need when they need it.
Michelli Experience
FEBRUARY 22, 2017
ShepHyken
FEBRUARY 22, 2017
Just imagine if you were the Director of Sales for a private jet company. Would that be a dream job? Jordan Zabel deals with high-end customers who expect high-end customer service because he is the Director of Sales for Jet Linx , a private jet company that offers their services to corporate and private members. As you might imagine, anyone that can afford to fly in a private jet has very discerning taste. and often along with it, sky-high expectations.
ReviewTrackers
FEBRUARY 22, 2017
South by Southwest (SXSW) will take place from March 10 through March 19, 2017 in Austin – and we here at ReviewTrackers are thrilled to be taking part in this epic event with an event of our own, The Customer Social. SXSW offers the most unique industry convergence of music, film, and technology. It’s one of the world’s greatest platforms for discovery, too.
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Amity
FEBRUARY 22, 2017
In the world of SaaS, there certainly isn't a lack of data. In order to activate and leverage customer data for success, you need to start not only by collecting data but by collecting the right data. This is true at every stage of your Customer Success organizational journey, and especially so when you begin to scale your efforts. The customer data you collect and leverage has a great impact on success: that of your team, that of your customer, and that of your company at large.
Eptica
FEBRUARY 22, 2017
Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Published on: February 22, 2017. Author: Anne-Merete Jensen Customer service and customer experience now involves the entire organization , and to be successful companies have to build a strong culture that embraces the right systems, processes and technology to empower staff and ensuring they have meaningful, empathetic conversations with customers.
Stella Connect
FEBRUARY 22, 2017
How well are you helping customers help themselves? This is an important question for retail brands. More than 90% of customers want and expect to be able to go to a brand’s website and make informed purchase decisions, perform account-related tasks, and get their questions answered without having to contact a customer service agent. Customer self-service isn’t just a courtesy: it’s an organizational imperative.
Confirmit
FEBRUARY 22, 2017
Corporations conducting Voice of the Customer/Voice of the Employee surveys and Market Researchers often struggle with declining survey response rates and low respondent engagement. To combat those challenges, it is extremely important to create surveys that are fun, engaging, and reduce mid-survey respondent fatigue. To that end, research has shown that generalist market researchers, for example, can spend up to 17% of their total working time designing and programming surveys.
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Customer Enthusiast
FEBRUARY 22, 2017
For today’s post I thought I’d share an actual email conversation I had last week with a colleague who owns a video production company. It’s raw and real. Nothing has been formed to make a point. Our conversation dealt with client service, justice, service recovery, and service level standards. Take from it what you will. Comment if you’d like to add to the conversation.
Confirmit
FEBRUARY 22, 2017
The Confirmit ACE Awards have been running for 12 years now and in that time we’ve been able to recognize and reward some amazing Voice of the Customer programs. What is really gratifying is to see our customers enter the awards year after year, each time with the same enthusiasm and drive that they had with their first submission. Why do they do it?
Verint
FEBRUARY 22, 2017
We love “before and after” pictures. A house that’s fallen into disrepair can be renovated into a design showpiece. An abandoned, malnourished puppy can be nursed back to health. A closet or garage can be organized from a complete mess into a system that is easier to use day in and day out. Why are these contrasts so appealing? Because they help us to see the potential in a way that can inspire us to tackle a similar change with the expectation of similar positive results.
Brad Cleveland Blog
FEBRUARY 22, 2017
Customer experience is not a program, a department, a contact center, self-service capability, or CRM system—it’s much more. It’s an ecosystem, comprised of many components that must seamlessly work together. It’s the result of a culture and approach that spans … Continue reading → The post Building a Customer Service Ecosystem appeared first on Brad Cleveland.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Verint
FEBRUARY 22, 2017
Renowned photojournalist, author, and adventurer Dewitt Jones will be a keynote speaker at the Verint Engage Global Customer Conference in Orlando. Held May 22- 25, Engage provides a unique forum for Verint customers and partners to network with industry leaders, share ideas and perspectives, and learn from other attendees and speakers—including Jones, who spent 20 years capturing stories from around the world as a freelance photographer for National Geographic.
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