InMoment XI
FEBRUARY 27, 2017
We hear a lot about treating employees as you would your best customers. There is a wealth of research pointing out the benefits of a happy and engaged workforce in creating a great client experience and leading to improved business results. At least back as far as the Service Profit Chain, we have talked about.
Steve DiGioia
FEBRUARY 27, 2017
This original article was written by Steve DiGioia. Life is stressful. The societal pressures of work, providing for your family, body image, social media , etc. are bad enough; the last thing you need early in the morning is a grumpy ticket agent to start your day off on a miserable note. Here’s my story…. I haven’t taken the train into New York City, from my home in New Jersey, in roughly 10 years.
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InMoment XI
FEBRUARY 27, 2017
We hear a lot about treating employees as you would your best customers. There is a wealth of research pointing out the benefits of a happy and engaged workforce in creating a great client experience and leading to improved business results. At least back as far as the Service Profit Chain, we have talked about. View Article.
Customers That Stick
FEBRUARY 27, 2017
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Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Beyond Philosophy
FEBRUARY 27, 2017
Hotel giant Hilton recently dropped the H from its rewards program , replacing the linguistically puzzling Hilton HHonors with an easier to pronounce version, Hilton Honors. The change is more than cosmetic. The new rewards program will be the first in the industry to allow members to combine points and money for a hotel visit. Members can also combine points with friends or family members for free, or use points to buy things on Amazon.com.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ClearAction
FEBRUARY 27, 2017
Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken? Just 34% say their VoC program is “good” or “very good” at making changes to the business based on VoC insights.
ShepHyken
FEBRUARY 27, 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. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. (RIS) In today’s omnichannel climate where differentiation is increasingly difficult and customer expectations are heightened, customer service is critical for delivering differentiated shopping experiences.
OpinionLab
FEBRUARY 27, 2017
We recently commissioned an independent survey of financial services customer experience leaders to understand CX performance across the industry. Here are four key learnings that quickly became evident: Learning 1: 50% do not have a dedicated CX department. There has been much talk in financial services circles of the rise of the Chief Customer Officer role and how these figureheads are key to implementing the structures and ethos necessary to create a customer centered organization.
Amity
FEBRUARY 27, 2017
To continue the CSoT (Customer Success of Things) blog series and as we onboard 2017 with new resolutions to transform our habits, let’s keep in mind our digital transformation context and take a Darwinian look at the role of customer success to facilitate this exciting evolution. It is not the strongest of the species that survives, nor the most intelligent, but the ones most responsive to change (Darwin).
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ClearAction
FEBRUARY 27, 2017
Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken? Just 34% say their VoC program is “good” or “very good” at making changes to the business based on VoC insights.
Topdown
FEBRUARY 27, 2017
We recently mentioned that there are lessons other industries can learn from observing customer experience (CX) leaders in retail and hospitality. In that article , we were specifically talking about creating pleasant sensory experiences to drive sales. But there’s another big lesson every industry can take away from retail and hospitality: happy employees make happy customers.
ForeSee
FEBRUARY 27, 2017
Since launching nearly a century ago, retailer Canadian Tire has become one of Canada’s most recognized and trusted brands with almost 1,700 retail and gasoline locations coast-to-coast, as well as. The post VOC Leaders: Why Canadian Tire uses ForeSee Replay & CX scores to win big (Video) appeared first on ForeSee.
MyCustomer
FEBRUARY 27, 2017
Loyalty How CX pros can make themselves indispensable.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Smith+co CX
FEBRUARY 27, 2017
There is no doubt about it, the pressure is on for UK retailers in 2017. The Government’s plan to hike rates for high-street shops will inevitably have an impact on their costs and feed through to higher prices for the consumer. We need to be given a valid reason for not shopping around for the cheapest price, or indeed just simply clicking on Amazon.
Verint
FEBRUARY 27, 2017
Contact center leaders and managers understand time and resource challenges all too well. Add an ever-increasing need for a great customer experience to the mix, and it’s clear that every advantage is needed to stay competitive. In many customer service environments, IVR and WFO analytics have not been considered together—and that presents an improvement opportunity.
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