InMoment XI
AUGUST 31, 2015
As a people we are obsessed with metrics. In our professional lives we fret over revenue, gross profit, contribution margin, market share, sales efficiency, churn, and countless other behavioral and financial measures. In our personal lives we perseverate on our BMI, our blood pressure, weight, HDL, and heart rate. We carry devices in our pockets.
Kristina Evey
AUGUST 31, 2015
Customer service skills are a critical component of the overall customer experience. This episode lays out the steps you need to ensure your staff displays the best customer service skills possible. Customer service skills are a critical component of the overall customer experience. This episode lays out the steps you need to ensure your staff displays the best customer service skills possible.
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Experience Matters
AUGUST 31, 2015
We just published a Temkin Group data snapshot, Channel Preferences and Cross-Channel Activity Benchmark, 2015. The research examines consumer preferences for using different channels for completing common tasks as well as the frequency of several cross-channel interactions. Here’s the executive summary: In Q3 2015, we surveyed 10,000 U.S. consumers about their channel preferences for performing 11 different activities—such as selecting a life insurance policy or applying for a new credit
Kayako
AUGUST 28, 2015
From a distance, the sunny world of customer service advice looks just like a manual for being a really good friend. Make them feel welcome. Never lie. Be empathetic. Be available. Really listen to them. Smile more! Like tired tropes, they talk big but signify little. It’s no wonder then that support people faced with argumentative customers and escalations often feel underprepared to handle their customers.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Kerry Bodine
AUGUST 26, 2015
Smartwatch apps don’t have to mirror the functionality of their phone and tablet counterparts to be useful. In fact, apps that try to do it all on a miniscule device with limited input mechanisms end up cluttered, frustrating, and forgotten. Unfortunately for brands, user expectations don’t automatically align with device constraints. When we partnered with AnswerLab to study how people use (and want to use) smartwatches, we diagnosed a serious case of app apathy.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
AUGUST 31, 2015
As a people we are obsessed with metrics. In our professional lives we fret over revenue, gross profit, contribution margin, market share, sales efficiency, churn, and countless other behavioral and financial measures. In our personal lives we perseverate on our BMI, our blood pressure, weight, HDL, and heart rate. We carry devices in our pockets.
Kristina Evey
AUGUST 26, 2015
This episode focuses on the ROI of the Customer Experience using real world examples. Using the lifetime value of your customer is extremely important for everyone within your organization. If you don’t know your average lifetime customer value, I’ll walk you through how to determine that number here and what it can bring or cost your company.
C3Centricity
AUGUST 23, 2015
Posts which include quotes are amongst the most shared on social media. Everyone seems to love them. This is because they are short, simple and often inspiring. They also usually fit conveniently into the 140 word limit of Twitter posts. C³Centricity is no exception; our marketing quote posts are always the most popular, year after year. In fact it has become something of a tradition to share a post of the recent and most inspiring marketing quotes during the Summer and Winter vacation breaks.
Kayako
AUGUST 27, 2015
It’s unfortunate to see just how much customer support learning depends on one-off inductions. There’s a lot to learn after orientation. As anyone who ever sat through a college lecture knows, the real learning starts when the lesson ends. There are quite a few things that limit the value of lesson-based training sessions: it’s a form of passive learning; it’s usually tailored to a group rather than an individual; and it doesn’t happen regularly.
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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.
Kerry Bodine
AUGUST 24, 2015
In order to transform your customer experience, you need to change employee behavior. But how can you encourage the right types of behavior? Two awards will help. The Above & Beyond Award: When a customer contacts your company with a problem, you want employees to fix it as quickly as possible. Depending on the nature of the problem, that might mean doing tasks that aren’t in their official job descriptions, staying overtime, or going on what feels like an organizational scavenger hunt.
Experience Matters
AUGUST 21, 2015
A few months ago, The Consumerist leaked Comcast’s 10 point Customer Experience Action Plan. 1. Never being satisfied with good enough. 2. Investing in training, tools, and technology. 3. Hiring more people … Thousands of people. 4. Being on time, every time. 5. Get it right the first time. 6. Keeping bills simple and transparent. 7. Service on demand. 8.
InMoment XI
AUGUST 31, 2015
As a people we are obsessed with metrics. In our professional lives we fret over revenue, gross profit, contribution margin, market share, sales efficiency, churn, and countless other behavioral and financial measures. In our personal lives we perseverate on our BMI, our blood pressure, weight, HDL, and heart rate. We carry devices in our pockets.
ijgolding
AUGUST 20, 2015
I was inspired to create my own methodology for writing Customer Experience Reviews by reading and watching the plethora of infamous restaurant critics who are regularly in the public eye. Apart from the fact that I have always been envious of anyone who gets PAID to eat in the best restaurants all over the world, I wanted to not just critique organisations I interact with, but to create a way of reviewing Customer Experiences to help others understand the significance of the ‘end to end&#
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.
C3Centricity
AUGUST 23, 2015
Posts which include quotes are amongst the most shared on social media. Everyone seems to love them. This is because they are short, simple and often inspiring. They also usually fit conveniently into the 140 word limit of Twitter posts. C³Centricity is no exception; our marketing quote posts are always the most popular, year after year. In fact it has become something of a tradition to share a post of the recent and most inspiring marketing quotes during the Summer and Winter vacation breaks.
Kayako
AUGUST 25, 2015
Scaling up your customer support team means you not only need to hire more staff to handle the increase in volume, but you’ll also want to measure performance and results from your current team, to ensure they’re working efficiently and to their full potential. Speed is easy to manage and measure. So, a lot of managers tend to default to only using this, to track how long it takes for a team member to respond to a customer enquiry, also known as average handle time (AHT).
Kerry Bodine
AUGUST 19, 2015
Pop Quiz: Which of the following is best for extended content consumption? A) Tablet. B) Newspaper. C) Smartwatch. If you chose ‘C,’ you’re absolutely incorr—. PARDON THE INTERRUPTION. To continue reading, please switch to another device. Jarring, right? Downright annoying, actually. Smartwatch users hate mid-task interruptions, too, as we learned during our research partnership with AnswerLab.
Kristina Evey
AUGUST 18, 2015
What’s all the fuss about the customer experience? This episode explains why the successful companies are using the Customer Experience as a strategic advantage, building a loyal customer base, and increasing their profits. If you aren’t thinking along these lines, you are leaving money on the table! What's all the fuss about the customer experience?
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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?
InMoment XI
AUGUST 26, 2015
Many companies treat Customer Journey Mapping (CJM) as a major undertaking, and for good reason. For those who have never done CJM, a first-time journey map can provide valuable insight into how customers experience the brand. It brings employees across the enterprise to a greater awareness of customer needs. It highlights major customer pain points.
ijgolding
AUGUST 18, 2015
There are many things that have bugged me for many years when it comes to Customer Experiences that I have had as a consumer. Although I recognise I may not be your average ‘customer’, a lot of the things that bug me, also bug others. For example, it is very common for me to be shopping in a supermarket and see a brilliant ‘deal’ being advertised on a special display.
C3Centricity
AUGUST 23, 2015
Posts which include quotes are amongst the most shared on social media. Everyone seems to love them. This is because they are short, simple and often inspiring. They also usually fit conveniently into the 140 word limit of Twitter posts. C³Centricity is no exception; our marketing quote posts are always the most popular, year after year. [.]. The post How to Use Marketing Quotes to Inspire and Catalyse Action appeared first on C3Centricity.
Kayako
AUGUST 18, 2015
How fast is your company growing? Can your customer support team keep up with the growth? Often support teams hire when they are drowning in volume, unable to keep up with incoming customer inquiries. Take into account the added time it takes to recruit, interview and train the newbie (plus the projects that get dropped due to time restraints) and it all adds up to one really stressed out support team.
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.
Kerry Bodine
AUGUST 17, 2015
Over the past year, I’ve had several prospective clients get excited about improving their customer experience—and then postpone their CX initiatives because they first need to “prioritize defining the business requirements” or because they’re about to “embark on a major org change.”. This approach always leaves me scratching my head. While these types of initiatives may make leaders feel as if they’re moving the company forward, the lack of customer input puts their decisions and change managem
Experience Matters
AUGUST 17, 2015
One of the themes from the positive psychology movement is the importance of sleep. Research has shown that happiness is very reliant on people getting enough sleep. Check out Ariana Huffington’s excellent Ted Talk where she identifies sleep as a critical ingredient to success. We decided to test that theory in our most recent study of 10,000 U.S. consumers.
InMoment XI
AUGUST 26, 2015
Many companies treat Customer Journey Mapping (CJM) as a major undertaking, and for good reason. For those who have never done CJM, a first-time journey map can provide valuable insight into how customers experience the brand. It brings employees across the enterprise to a greater awareness of customer needs. It highlights major customer pain points.
Vonage
AUGUST 14, 2015
When I tasted the Greenwich Pizza ‘Garden Delight’ in the Philippines, my tastebuds got a shock! The pizza was covered with sweet tomato sauce and the cheese on top was cheddar. I’ve been eating pizza all my life. Pizza is made with tangy tomato sauce and should be covered with mozzarella cheese, right? Sweet sauce and cheddar is no way to make a pizza.
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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.
Experience Investigators by 360Connext
AUGUST 24, 2015
Did you know that by 2016, 89% of companies will compete mainly by the customer experience they provide? Are you preparing your customer experience strategy for this? Your survey data and customer dashboards only tell part of the story. The last quarter of the year is the perfect time to set your customer experience strategy up […]. The post Get Your Experience Strategy Ready for the 4th Quarter!
Kayako
AUGUST 13, 2015
Many companies face the same challenge with their customer support team: how to prevent the support staff from leaving. Common reasons for this boil down to burnout, the feeling of ineffectiveness and lack of accomplishment. Failure to successfully prevent these will lead in your support staff to be unhappy, dissatisfied with opportunities for personal growth and eventually want to leave the team altogether.
Kerry Bodine
AUGUST 13, 2015
It’s still seven months away, but I’m already getting excited for SXSW 2016. As you might know, I have a passion for customer journey mapping —and I want to share it in Austin! The team here at Kerry Bodine & Co. has proposed a SXSW workshop that will cover the mechanics of effective journey maps, why they’re mission critical, and how to get started using them in your organization.
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