InMoment XI
NOVEMBER 1, 2016
Recently, I was asked to help a client interview for their newly created Director of Customer Experience (CX) position. They had several strong candidates with many years of experience managing Voice of the Customer (VOC) programs. So, how does one differentiate? Characteristics of a CX Leader As a supplier, we have the opportunity to engage. View Article.
Michelli Experience
NOVEMBER 1, 2016
In his 1943 paper, “A Theory of Human Motivation”, Abraham Maslow foreshadowed a key ingredient to modern customer experience design. In essence, once you are able to meet a customers’ basic or functional need…there are higher needs you can address to drive their loyalty with your brand. Assume for example, that you and a competitor both have fabulous widgets and that those widgets are provided at similar prices.
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InMoment XI
NOVEMBER 1, 2016
Recently, I was asked to help a client interview for their newly created Director of Customer Experience (CX) position. They had several strong candidates with many years of experience managing Voice of the Customer (VOC) programs. So, how does one differentiate? Characteristics of a CX Leader As a supplier, we have the opportunity to engage.
Calabrio
NOVEMBER 1, 2016
Speech analytics is a huge opportunity for brands. If you aren’t at least considering speech analytics for your contact center, you risk missing out on valuable information that can improve the entire customer experience. While many companies know that speech analytics is something they should do, the question we hear most often is: where do I start?
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Kayako
NOVEMBER 1, 2016
This is a guest post by friend of Kayako, Alice Clark. Aside from building an excellent product, companies should also focus on outstanding customer support. Research has shown that around $83 billion is lost by businesses every year just because of poor customer service. This indicates that you cannot afford to neglect this part of business. It’s ineffective to follow strategies to upgrade customer support while bad customer service is causing you to leak business.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
NOVEMBER 1, 2016
Merrick Rosenberg on How To Understand and Adapt to Your Customer’s Communication Style. Shep Hyken speaks with Merrick Rosenberg, CEO of Take Flight Learning and author of The Chameleon: Life Changing Wisdom for Anyone Who Has a Personality or Knows Someone Who Does. They discuss how understanding your customers better will lead to a better customer experience.
OpinionLab
NOVEMBER 1, 2016
I was fortunate to attend the recent Forrester CXSF show in San Francisco. As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. Mobile as a de facto customer engagement channel has been a theme for years, but what struck me from the CXSF was its acceleration in terms of interaction volume, sophistication and opportunity to monetize.
Andrew Mcfarland
NOVEMBER 1, 2016
Think about this for a moment… what unforced errors is your company making with its customers right now? Customers have developed thick skins as it relates to product quality and customer experience.
Topdown
NOVEMBER 1, 2016
In an August 2016 report entitled Three Steps to Enrich the Customer Experience with Contextualized Communications , Gartner analysts Karen M. Shegda, Mick MacComascaigh and Pete Basiliere make the case for deploying customer communications management (CCM) and web content management (WCM) solutions synergistically to deepen customers’ engagement and loyalty.
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OpinionLab
NOVEMBER 1, 2016
I was fortunate to attend the recent Forrester CXSF show in San Francisco. As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. Mobile as a de facto customer engagement channel has been a theme for years, but what struck me from the CXSF was its acceleration in terms of interaction volume, sophistication and opportunity to monetize.
Clarabridge
NOVEMBER 1, 2016
By: Dale Roberts, VP of Professional Services for Clarabridge. Glass. As a true Brit, part of our national identity is our inability to complain or at least to do so well. If it were an Olympic sport, we would be coming home empty handed. Years ago, while taking a break for lunch during a spell working with McGraw Hill and Reuters in New York, I actually apologised for finding glass in my soup.
Myra Golden
NOVEMBER 1, 2016
On the way into my office this morning I stopped to get coffee and breakfast for my team. I don’t do this often enough. When I managed a call center, I would regularly pick up donuts or pastries. I have to do better in my own company. Do you bring treats in for you team? If so, how often do you do it? I need motivation to get back in gear. I wanted to treat my small team today for working so hard over the weekend and yesterday into the evening on the big project of moving our entire eLearning ro
ForeSee
NOVEMBER 1, 2016
Banking and financial services aren’t afforded the same opportunities to acquire new customers as other industries. Often times you get one chance to make a great impression on a potential. The post For financial institutions, your first impression is your only impression appeared first on ForeSee.
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Myra Golden
NOVEMBER 1, 2016
On the way into my office this morning I stopped to get coffee and breakfast for my team. I don’t do this often enough. When I managed a call center, I would regularly pick up donuts or pastries. I have to do better in my own company. Do you bring treats in for you team? If so, how often do you do it? I need motivation to get back in gear. I wanted to treat my small team today for working so hard over the weekend and yesterday into the evening on the big project of moving our entire eLearning ro
Blueshift
NOVEMBER 1, 2016
Urban Ladder is a leading online furniture and home decor company that provides a curated shopping destination for your home. Their modern designs and uniquely styled products attract millions of customers and has propelled them to be the #1 source for furniture in India. With millions of customers coming to their site via multiple channels and […].
Talkdesk
NOVEMBER 1, 2016
If you aren’t letting your customers communicate with your business via text message, you’re not making them happy. According to a recent survey , nine out of 10 consumers would like to be able to use messaging to communicate to businesses — both from and to them. The survey of 6,000 consumers in Europe, Asia and North America was conducted by Twilio , a technology company that allows software developers to integrate phone calls, text messages and IP voice communications into their web, mobile a
Blueshift
NOVEMBER 1, 2016
Urban Ladder is a leading online furniture and home decor company that provides a curated shopping destination for your home. Their modern designs and uniquely styled products attract millions of customers and has propelled them to be the #1 source for furniture in India. With millions of customers coming to their site via multiple channels and […].
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
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Forrester's Customer Insights
NOVEMBER 1, 2016
Like other privacy nerds all over the land, I've been anxiously awaiting the results of the Federal Communications Commission's vote on some stringent new privacy rules for internet service providers (ISPs). Last week, we got news that the vote passed, and now it's time to start taking stock of what this means for digital advertisers, publishers, and the US privacy landscape overall.
dscout People Nerds
NOVEMBER 1, 2016
Reflections on why “designing for bad news” is a thing, and how people bounce back from a letdown.
Customer Interactions
NOVEMBER 1, 2016
For CXSF 2016 Attendees, CX Innovation Is Where the Money Is
dscout People Nerds
NOVEMBER 1, 2016
Research Insights: Designing for “bad news” in the user experience.
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ijgolding
NOVEMBER 1, 2016
If I am asked my opinion of the state of Customer Experience around the world, I make a number of rather bold statements. For example, I believe that whilst most organisations are now capturing and measuring Voice of the Customer in some way, the vast majority are measuring it incorrectly or badly. A bold statement indeed – and one that I have addressed in another blog post.
dscout People Nerds
NOVEMBER 1, 2016
3 ways to improve your research participants’ submissions.
dscout People Nerds
NOVEMBER 1, 2016
A People Nerds interview with Aruna Balakrishnan.
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