BlueOcean
JUNE 26, 2018
When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization.
InMoment XI
JUNE 14, 2018
Editor’s note: This article was originally published on bandt.com. There is a quote by F. Scott Fitzgerald that often comes to mind when I talk to clients about transforming their customer experiences, “The test of a first-rate intelligence is the ability to hold two opposed ideas in mind at the same time and still retain the ability. View Article.
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Experience Matters
JUNE 20, 2018
The most dowloaded content that I’ve published is our free eBook, The Six Laws of Customer Experience. It’s been translated into many languages and read by 10’s of 1,000s of people. It continues to be very popular because it uses simple language and concepts to describe what we call “the fundamental truths about how organizations treat customers.” We’ve developed an updated infographic that brings the laws to life.
QuestionPro Audience
JUNE 28, 2018
Market research, according to The American Marketing Association, is defined as linking the consumer to the marketer through information used to identify and define marketing opportunities and issues; generate, refine and evaluate marketing actions; and monitor performance. The most intelligent brands understand that market research and advertising go hand in hand, and promote a successful product launch.
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
Lumoa
JUNE 5, 2018
Every company dreams of having no negative feedback and no unhappy customers, yet many companies fail to identify their detractors and turn them into promoters. Why is that important? First, let’s get back to statistics : At least 30% of consumers stop interacting with a brand they love after the 1st bad experience and around 50% of all the consumers leave the brand for good after several bad experiences.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Kerry Bodine
JUNE 14, 2018
Imagine you’re in the midst of a journey mapping workshop and your customers are bombarding you—in a good way—with insights about their needs and expectations. Somewhere along the way, a participant recounts a particularly bad experience, and you feel compelled to explain the behind-the-scenes factors that derailed her experience. “Well, that’s because of a regulation we don’t have control over,” you begin to say.
InMoment XI
JUNE 14, 2018
Editor’s note: This article was originally published on bandt.com. There is a quote by F. Scott Fitzgerald that often comes to mind when I talk to clients about transforming their customer experiences, “The test of a first-rate intelligence is the ability to hold two opposed ideas in mind at the same time and still retain the ability. View Article.
Customer Bliss
JUNE 6, 2018
How do you take insights from customers and drive better decision making and better product delivery? This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. Before joining Hertz, Eric spent time conducting traditional market research work and realized he had a passion for customers and how we treat them.
QuestionPro Audience
JUNE 21, 2018
Summertime brings the heat, barbecues and pool parties. The food and beverage industries count on American consumers purchasing traditional barbecue fare such as burgers, hot dogs, and beer. But with consumer’s eating habits evolving in search of more healthy options, these industries will need to make adjustments to their products in order to capitalize on their shifting tastes. .
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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.
BlueOcean
JUNE 12, 2018
Contact center implementation is an art and a science, and over 24 years in business, we’ve learned exactly what it takes to make the smoothest transition possible. Every milestone and every moving part is integral to a controlled acceleration towards a seamless transition that results in a positive customer experience. On top of that, the implementation phase – where collaboration is key – is what sets the tone for the duration of your strategic partnership.
Steve DiGioia
JUNE 11, 2018
…here’s 3 skills every customer service actor must have This original article was written by Steve DiGioia. Ah, the life of a call center agent. A cushy job, right? You do nothing more than talk to customers on the phone and punch some information into a keypad. Sounds cool, sign me up! But wait a minute, there’s more…much more. You get to sit in a cramped cubicle wearing a scratchy headset and stare at a screen for 8 hours a day.
Experience Matters
JUNE 18, 2018
Over the last few years, many B2B organizations have created customer success organizations that focus on ensuring that their clients are happy. These companies are realizing that customers aren’t just buying their products, they’re making purchases with the expectation that they will achieve some value from the provider’s products and services.
NICE inContact
JUNE 26, 2018
In part one of the blog series, we looked at a framework for building a business case to invest in customer experience technologies. In part 2 , we looked at KPIs that drive enhanced customer experience and in part 3 , we looked at how contact centers can increase customer lifetime value. This blog will focus on true financial value of moving from a premise or hosted to a cloud native platform.
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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
Customer Bliss
JUNE 13, 2018
If you’ve been listening to, or been a guest on my podcast, The Chief Customer Officer Human Duct Tape Show , then you know that the last question I like to ask is: what do you know now that you wish you knew then ? Often, my guests will already come prepared with answers to this question, as it’s one they look forward to and find to be quite helpful.
QuestionPro Audience
JUNE 6, 2018
The smartphone has been an integral part of our society for almost two decades. Who could ever have guessed this small device would change our world so drastically? Today, the smartphone serves many purposes: telephone, calendar, navigation, web browser, note-keeper…the list can go on and on. While there are many ways smartphones help us, they have also become an obsession.
Michelli Experience
JUNE 26, 2018
Isn’t it remarkable how things we learn at one point in our life come back to us as welcome gifts later? Early in my career, I wrote a book about helping children develop humor skills ( Humor, Play and Laughter – Stress-proofing life with your kids ). I became a student on the topic because I wanted my children to learn how to constructively use humor to take themselves and the world around them less seriously.
Experience Investigators by 360Connext
JUNE 20, 2018
If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? Sometimes we set ourselves up for this! It even echoes back to us in the way we engage within our own organizations. Consider this real-life scenario: I used to have a joke with some colleagues at my first job. We were constantly walking into meetings in conference rooms with LONG agendas that could get pretty boring and stuffy.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Experience Matters
JUNE 28, 2018
Why should you care about Employee Engagement? Because it fuels a virtuous cycle that drive customer experience and business success. Take a look… Video Script: Did you know that engaged employees are really, really valuable? Temkin Group’s research shows that when employees are highly engaged, they are much more likely to behave in ways that help your organization: They stay late at work if something needs to be done They help other people Do good things for the company, even when it’s no
NICE inContact
JUNE 28, 2018
The largest residential solar company in the U.S., Sunrun, is on the leading edge of the clean power revolution. But until recently, its contact center was stuck in another era. With the move to NICE inContact CXone, however, the company is well on its way to its mission to create a planet run by the sun. As part of a fast-growing company in a hot market, its contact center is a hard-working one.
Customer Bliss
JUNE 6, 2018
As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. And that means building a one-company approach to business strategies. What I know from 25 years as a CCO practitioner and ten years as Coach to Customer Leadership Executives and their Leadership Teams is that we’ve got to take the reactive nature out of this work.
QuestionPro Audience
JUNE 22, 2018
The U.S. pet industry has been growing year after year, with overall sales of pet products and services rising 5% in 2017. Pet technology is a category that is growing at a rapid pace, with no signs of slowing down. It is expected to generate $233 million in 2018, marking an 18% increase from 2017, according to a study by the Consumer Technology Association.
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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.
Alida
JUNE 15, 2018
In many companies, the user experience (UX) team is often seen as the people responsible for the aesthetics of a software, website or platform. But companies that are more customer centric have a different view of UX. In these organizations, UX design is seen as an integral part of the overall customer experience. Audible is one of those companies. As Marcus Lofthouse, senior director of user experience at Audible, recently told us in a Q&A, the company sees UX design as a strategic priority
C3Centricity
JUNE 28, 2018
What does a Head of Marketing (CMO) do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry? And even more shocking is the fact that in the consumer goods industry it is even lower at just 3.6 years!
Experience Matters
JUNE 11, 2018
We’ve put together this short video to explain Temkin Group’s CX Competency & Maturity Model. It defines how organizations flow through six stages of customer experience maturity: Ignore, Explore, Mobilize, Operationalize, Align, and Embed by mastering Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.
NICE inContact
JUNE 20, 2018
You may be familiar with the Hoveround name, even if you haven’t used it products. That’s because Hoveround is the largest direct-to-consumer manufacturer of power wheelchairs in the U.S., and its mission is a powerful one: The 25-year-old company is dedicated to improving and enriching lives through improved mobility. But Hoveround’s contact center, which plays a pivotal role in servicing current customers as well as calling prospects, just wasn’t keeping up.
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
Experience Investigators by 360Connext
JUNE 13, 2018
Humans disappoint one another. We do it all the time. We disappoint when we don’t show up for someone’s big event. Or maybe we disappoint when we do show up at an intimate dinner party without an invitation. We disappoint each other by saying what we think or by not speaking up when we should. It’s tricky, this human experience of ours.
QuestionPro Audience
JUNE 1, 2018
In this digital age, every interaction between a consumer and brand matters. Due to social media, everyone has a voice, and can air their grievances to a huge audience, which may deter prospective customers, and turn away current customers. According to PwC’s Global Consumer Insights Report , 73% of all consumers point to customer experience as an important factor in their purchasing decisions, just behind price and product quality.
Alida
JUNE 6, 2018
Great minds think alike—even fierce competitors. This is especially true in apparel retail, where longtime rivals Nike and Adidas have both recently invested heavily in digital transformation and innovation to stay at the top of their game. Competition between the two brands is long-standing, so it makes sense it would extend to their digital transformation efforts.
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