ijgolding

FEBRUARY 6, 2017

Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! As with any profession, it is defined by a number of competencies, tools, techniques and methodologies that are recognised and practised by thousands of specialists around the world. It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’ There is no one way of doing anything when it comes to Customer

Customer Journeys 240

Customer Journeys Management Exercises Customer Experience Professionals 240

Experience Investigators by 360Connext

FEBRUARY 6, 2017

Recent data from InMoment revealed how missing expectations for customers has a greater impact than meeting or even exceeding those expectations. So while you might be doing your best to provide those wow moments for your customers, your competitors might win by simply not disappointing them with negative customer experiences in the first place. What […].

Consulting 171

Consulting Meeting Customer Experience Customer Journeys 171

Experience Matters

FEBRUARY 6, 2017

Temkin Group just published a data snapshot, Customer Experience Expectations and Plans for 2017. This annual research effort shows an increase in focus, effort, and spending on customer experience in 2017. Here’s a description of the data snapshot: In December 2016, Temkin Group surveyed 165 respondents – each from a company with $500 million or […].

Data 168

Data Groups Survey Customer Experience 168

Kerry Bodine

FEBRUARY 6, 2017

In 2017, brands shouldn’t be fumbling around to pull off a successful Super Bowl ad. And yet, errors and missed opportunities abounded in last night’s game. Here are three lessons that marketers and customer experience professionals (and the advertising agencies they turn to for advice) still need to learn: Stress test your friggin website! 84 Lumber ’s ad about immigration encouraged the Super Bowl’s 100+ million viewers to visit journey84.com to watch the portions of the ad deemed too controve

Social Media 120

Social Media Advertising Customer Experience Professionals Brands 120

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Customers

Experience Matters

FEBRUARY 6, 2017

Temkin Group just published a data snapshot, Customer Experience Expectations and Plans for 2017. This annual research effort shows an increase in focus, effort, and spending on customer experience in 2017. Here’s a description of the data snapshot: In December 2016, Temkin Group surveyed 165 respondents – each from a company with $500 million or […].

Data 168

Data Groups Survey Customer Experience 168

Wired and Dangerous

FEBRUARY 6, 2017

Jerry Lee Lewis (aka, The Killer) has been a wild country music singer performing for over sixty years! His performances continue to electrify with acrobatic boogie-woogie piano playing and wall-to-wall non-stop passion. Having attended his concerts more than once, I have watched him amaze huge audiences with his talent, versatility and willingness to be experimental.

Customer Service 95

Customer Service Innovation Customer Retention Customers 95

Amity

FEBRUARY 6, 2017

Say you’ve built a career supporting customers. It’s what you enjoy, or in the least have fallen into. Now, you are continuously hearing buzz about Customer Success, and you are wondering, “What does it take to make that jump into that world?” If you were to draw a venn diagram on what makes a Customer Support and Success Professional effective, there would be a definite overlap, so it is not unprecedented to think this could be a natural career move.

Net Promoter Score 74

Net Promoter Score Effort Score NPS Customer Success 74

ShepHyken

FEBRUARY 6, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 11 Reasons Why Customer Advocacy is the Bedrock of Your Business by Robbie Richards. (JitBit) In this post, we’ll be discussing the importance of customer advocacy and why you must get on board, or else risk weakening the bedrock of your business.

Customer Service 72

Customer Service Social Media Loyalty Tips 72

Middlesex Consulting

FEBRUARY 6, 2017

We design our products. We design our organizations. We spend an inordinate amount of time and money designing our software. But, do we design our services? If we were honest, most of us would answer NO! This is unacceptable because as Thomas Stewart and Patricia O’Connell write in their 2016 book “Woo, Wow, and Win” . “A company’s job is to design and deliver delight on its own terms, by fully meeting the expectations of customers.” Think about this; cons

Customer Journeys 60

Customer Journeys Sales Loyalty System 60

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Communication

Genroe

FEBRUARY 6, 2017

So, what IS an acceptable survey response rate for a customer feedback survey: 1%, 15% 50%? It’s a question I am often asked. Here’s one I received recently: …if I have two NPS of two different cinemas in January. Cinema 1: Spectators: 18509. Survey responses: 17. Responses percent: 0,1%. NPS: 76. Cinema 2: Spectators: 44190. […]. The post The Complete Guide to Acceptable Survey Response Rates appeared first on Genroe.

Survey 55

Survey NPS Feedback Customers 55

Topdown

FEBRUARY 6, 2017

Writing for Forbes, in an article entitled “ This Is Not An Alternative Fact: Improving Customer Experience Can Increase Revenue ,” Steve Olenski (@steveolenski ) gives us an enhanced perspective on the recently released Forrester report “ Drive Revenue with Great Customer Experience, 2017 ” by interviewing Forrester analyst and report author Maxie Schmidt for further insights.

Customer Experience 48

Customer Experience Report Customers Customer Journeys 48

Genroe

FEBRUARY 6, 2017

Excel is a very functional tool and it has the advantage of being on everyone’s desk. While there are many advanced statistical packages out there you don’t need them to perform a detailed and comprehensive analysis of your survey data. In this one hour webinar we will share, using Excel: How to design your survey […]. The post Webinar: Practical Survey Analysis in Excel appeared first on Genroe.

Analysis 52

Analysis Survey Tools Data 52

Myra Golden

FEBRUARY 6, 2017

I blocked off yesterday afternoon to listen to a random sample of recorded phone calls between customer service representatives and customers (patients and providers) for my client. I’m preparing to deliver a full-day De-escalation workshop to this group in a couple of weeks. One of the things I noticed is that some of the employees have a tendency to use language that opens the door for escalations.

Customer Service Representative 43

Customer Service Representative Training How To Groups 43

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Tips

LiveChat

FEBRUARY 6, 2017

The 51st championship game of the National Football League is the thing of the past. Patriots finally won with Falcons (we all thought that Falcons would win for the first time in their history!), Lady Gaga opened the halftime show, and we’ve seen this year’s best commercials. Want to know something more about the whole event? Well, Super Bowl Live!

Fashion 40

Fashion Ecommerce Advertising Entertainment 40

Natalie Petouhof

FEBRUARY 6, 2017

Tweet Here are three main smart home contenders: Apple’s HomeKit. Amazon’s Echo, Tap and Dot and. Google’s Home. The main issues? Consumer confusion, which adoption follows. There is, unfortunately, technological fragmentation within the connected home ecosystem. Currently, there are many networks, standards, and devices being used to connect the smart home, creating interoperability problems (the ability of a system or a product to work with other systems or products without special effor

Sports 40

Sports Wireless Connections Effort Score 40

dscout People Nerds

FEBRUARY 6, 2017

A People Nerds interview with Natalie Hanson.

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Natalie Petouhof

FEBRUARY 6, 2017

Tweet The term artificial intelligence was coined 60 year ago. But now its starting to deliver. Lumos’s computer vision platform was initially used to improve the experience for visually impaired members of the Facebook community. Lumos is now powering image content search for all users. What does this means to you? You can now search for images on Facebook with key words that describe the contents of a photo, rather than being limited by tags and captions.

Training 40

Training System Video Tools 40

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.

Retail

Smith+co CX

FEBRUARY 6, 2017

Last week I flew to Helsinki to present a Customer Experience Masterclass. Because the sector length is reasonably short, I booked economy with British Airways. I haven’t flown down the back in BA for a while and so I was surprised to discover that the airline is now charging for food and drink; something I would expect on a low-cost carrier like Ryanair but not on a premium brand like BA.

Advertising 32

Advertising Airlines Policies Brands 32

Verint

FEBRUARY 6, 2017

Speech Analytics (SA) was introduced to the call or contact center a decade or so ago. SA transcribes and analyzes audio in every phone call to discover powerful, rich actionable insights. It has now reached a stage akin to how other contact center technologies such as Quality Management (QM) and Workforce Management (WFM) are viewed as must-haves by contact centers.

Analytics 31

Analytics Contact Center Technology Management 31

dscout People Nerds

FEBRUARY 6, 2017

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Kerry Bodine

FEBRUARY 6, 2017

When you’re developing your journey maps, it’s important to remember that one journey map template will not meet all your needs. You need to tweak (or sometimes completely redesign) your journey map based on two key considerations: What kind of story you want to tell. You might want to show the pain points and highlights in your customer journey. But that’s a different story than, say, trying to show how often customer cross channels or how often they interact through digital touchpoints.

Customer Journeys 157

Customer Journeys How To Touchpoint Meeting 157

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Training

Beyond Philosophy

FEBRUARY 6, 2017

A lot of people give the millennial generation a hard time, but when it comes to customer experience, the millennials’ thinking is spot on. While we older folks spent our 20s and 30s buying new couches, bigger houses and fancier kitchen gadgets, millennials are spending their money on concerts, vacations and dinners with friends. In a survey for the event promotion site Eventbrite, 78 percent said they’d rather spend their money on an experience or event than a product.

Retail 110

Retail Comparison Consulting Social Media 110

Kerry Bodine

FEBRUARY 6, 2017

When you’re developing your journey maps, it’s important to remember that one journey map template will not meet all your needs. You need to tweak (or sometimes completely redesign) your journey map based on two key considerations: What kind of story you want to tell. You might want to show the pain points and highlights in your customer journey. But that’s a different story than, say, trying to show how often customer cross channels or how often they interact through digital touchpoints.

Customer Journeys 120

Customer Journeys Touchpoint Meeting Interaction 120