Mon.Apr 11, 2016

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Our CX Data Doesn’t Match Industry Benchmarks, Now What?

Experience Matters

I am often asked some version of this question: We just saw the <Temkin Experience Ratings, Temkin Group’s NPS benchmark, Forrester’s CXi, JD Powers, The ASCI> and it is completely different from what our internal data is telling us. How should we reconcile the two data points? Given that I created several of those industry measurements, it’s fair for […].

Industry 146
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When Customers “Purr”

Help.com

I watched my neighbor arrive home to the thrill of his dog. It’s tail cut through the air with the force of jet and the speed of blender. I thought of that old line about wanting to become the person your dog thinks you are. That evening my cat jumped up on the foot of the bed as I was reading the newspaper. The purring was so loud it vibrated the bedroom.

Customers 140
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Beware: Destructive Customer Experience Advice is Everywhere!

Experience Investigators by 360Connext

When it comes to customer experience, there is no shortage of advice. Maybe your boss read “that book” on how to map your customer’s journey. Or maybe you were tasked with being the “customer experience” guy and dove into the many blogs, books, and podcasts about customer experience. There is just. so. much. It’s easy […].

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The Challenges of Customer Experience Management

Storyminers

This Interview was conducted by ReachForce and first appeared March 9, 2016 Mike Wittenstein leads Storyminers, a pioneering customer experience design firm based in Atlanta. We recently checked in with them to discuss some of the challenges enterprises face in managing customer experience today. Here’s what he had to say: How did you become so […].

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Does Your Service Feel Like a Tank?

Wired and Dangerous

It all started with a party game…those funny “what if” social games that get sillier with late night exuberance and adult beverages. “What fruit would they be if all pharmacists were a fruit?” asked one guest, a deeply serious pharmacist. “If lawyers were farm animals, which one would they be?” teased another guest, targeting his attorney friend.

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Marketing Service Plans in The 21st Century

Middlesex Consulting

Background. Almost 30 years ago when tiered service plans were first introduced, they were usually shown to customers in tabular form. These tables listed the features in the left column and the various service levels across the top. Check marks, or something similar, were used to indicate the features included in each level. When complete, the table looked like this: Customers understood that the cost of the plan increased as the value of the underlying metal increased.

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Overcoming the Biggest Customer Success Obstacles

Andrew Mcfarland

Mikael Blaisdell posed a series of compelling questions in The Customer Success Forum, that address key obstacles to delivering profitable customer experiences.

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Secrets to Customer Experience Success, Part 3: Sharing the Investment

Topdown

This is the third in a four-part series exploring in more detail the ideas presented in Four Surprising Pitfalls in the Way of Great Customer Experience. Be sure to read Part 1: Process v. Project and Part 2: Prioritizing Tactics if you haven’t already.

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A Tale of Two Marketing Reports

Think Customers

Omnichannel is becoming more than a buzzword. Providing seamless experiences across channels and consistency in messaging and engagement is a 'must' for companies. In our connected world, the stakes are high for delivering CX that customers expect and want. Therefore, it's imperative for marketers to take on a greater role in evolving the experiences customers receive when interacting with their brands.

Report 50
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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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25 Questions to Ask Before Investing in Call Center Outsourcing

Talkdesk

Call center outsourcing is a hot topic on both ends of the phone – company and customer. And both groups have reasons to celebrate and hesitate. From a company’s perspective, call center outsourcing can be attractive for expanding customer communication, but may be nerve-wracking given that it requires giving up some control over their provision of service.

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Sky Rockets in Flight, Customer Delight

Customer Interactions

Voice of the Customer Technology Offers Powerful ROI through Customer Retention How would you like to lower your customer churn rate (the percentage of customers who’ve ceased to be customers following their interactions with your Customer Care department)?

ROI 42
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SUGGESTIBLE PEOPLE WANTED

News & Customer Experience

Some people, significantly more than others, feel how other people feel. They have such an ability to identify with other human beings that they really seem to live others’ experience in terms of seeing, feeling, judging : as if they had the same thoughts, the same vision of the world, the same friends, the same age… This happens to the actor who not only lives his character when he plays, but also during the previous months when he steps into the character itself.

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Understanding Customer Survey Data: Descriptive, Predictive and Prescriptive Analytics to Improve Customer Loyalty

Bob Hayes

Customer relationship surveys play a major role in helping improve the customer experience and increase customer loyalty. By gathering customer perceptions of their experience as well as their likelihood of engaging in different types of customer loyalty behaviors, companies are able to use these data to get insight about how to improve the quality of the customer relationship to improve customer loyalty.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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The Shocking Truth About Self Service

Steve DiGioia

when self-serve stations are no help at all This original article was written by Steve DiGioia. It’s designed to speed up the process of purchase, supposed to give another option to the consumer. It’s indented to allow the customer “in-the-know” to quickly get their item(s) without having to wait on a long line. And, it’s also the best method of reducing the #1 business cost; labor/payroll.

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How SaaS Companies Can Benefit from NPS Measurement

LiveChat

Times when companies used surveys that include tons of questions about a product or service are gone for good. Customers don’t have time to answer these and managers to draw conclusions from them. That’s why NPS is like a salvation for the SaaS industries. It’s the quickest road they can choose to get customers’ feedback. Although NPS was originally created before the existence of SaaS products, it’s a perfect fit for this type of offering.

NPS 44
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Your Customer’s Mobile Experience – Don’t Ignore It!

Beyond Philosophy

We have an infographic that demonstrates we are in The Mobile Age. Smartphone users, who love their phones (two billion, with a “b”), use them for two hours a day. This fact could mean that the ONLY Customer Experience (CX) people have with you might be a mobile experience. Organizations today cannot afford to ignore their Mobile User Experience (UX) another usage minute.

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The Challenges of Customer Experience Management

Storyminers

This Interview was conducted by ReachForce and first appeared March 9, 2016 . Mike Wittenstein leads Storyminers, a pioneering customer experience design firm based in Atlanta. We recently checked in with them to discuss some of the challenges enterprises face in managing customer experience today. Here’s what he had to say: How did you become so passionate about customer experience?

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Your Customer’s Mobile Experience – Don’t Ignore It!

Beyond Philosophy

We have an infographic that demonstrates we are in The Mobile Age. Smartphone users, who love their phones (two billion, with a “b”), use them for two hours a day. This fact could mean that the ONLY Customer Experience (CX) people have with you might be a mobile experience. Organizations today cannot afford to ignore their Mobile User Experience (UX) another usage minute.