InMoment XI
SEPTEMBER 30, 2015
Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth. To help solve this problem, the CXPA (Customer Experience Professionals Association) has dedicated a day to spread innovative approaches to customer experience across the world.
QuestionPro Audience
SEPTEMBER 28, 2015
Likert Scale and other scales designed to measure attitudes, such as satisfaction, are ubiquitous in market research. They have their uses that is for sure, but there are a few caveats one should be aware of. In this post we will start this review by looking at number of scale points. As researchers we have to maintain the balance between our client’s need for information and our respondents’ valuable time.
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AskNicely
SEPTEMBER 26, 2015
Here’s part two in our series on how to perform better in the boardroom. We interviewed directors of SaaS startups to get their insights. Quotes are anonymous to enable directors to speak their mind. 1: Check Your Pompoms At The Door. First off it’s worth reiterating what was said in the recent board relations article. Startup board members aren’t there to catch out or beat up the CEO.
Velaro
SEPTEMBER 15, 2015
Well-crafted pre-made messages for live-chat (and leniency to divert from them) can be a major factor in customer satisfaction. The numbers are clear. Customers love live-chat. Live-chat is good for the bottom line. Live chat can save customers a lot of time. Shopping cart abandonment rates decrease when customers are engaged in a live chat conversation.
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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.
Experience Matters
SEPTEMBER 30, 2015
CX Day is less than one week away! As part of Temkin Group’s CX Day celebration , we created a new video, Customer Experience Matters ®. It shows the value and power of customer experience. Share it, share it, share it! The bottom line : Customer experience really matters. Customer Experience Matters is a registered trademark of Temkin Gorup.
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
SEPTEMBER 30, 2015
Ever wonder how auto companies compare to other industries in responding to customer inquiries over social media? We’ve got the definitive answer for you, or at least for the auto and airline industries, in this week’s MaritzCX blog. Until next time. @christravell.
Kayako
SEPTEMBER 29, 2015
Why you should set goals. Customer support goals are important for a number of reasons. Setting the right goals shows you understand the needs of your customers and what your team can do to better support them. Do not set goals randomly ; they should stem from extensive research that supports why you are setting them. Goals should be set at company level as well as at individual level, and you should understand how all these goals work together to achieve the overall company vision.
AskNicely
SEPTEMBER 26, 2015
Here’s part two in our series on how to perform better in the boardroom. We interviewed directors of SaaS startups to get their insights. Quotes are anonymous to enable directors to speak their mind. 1: Check Your Pompoms At The Door. First off it’s worth reiterating what was said in the recent board relations article. Startup board members aren’t there to catch out or beat up the CEO.
ijgolding
SEPTEMBER 24, 2015
For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. During these years of producing their Customer Experience Excellence Analysis, they have conducted over 1 million customer evaluations of more than 900 brands (across all sectors) – these facts alone suggest that the annual release of their research findings is essential reading for anyone with an interest in Customer Experience.
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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.
Experience Matters
SEPTEMBER 29, 2015
We just published a Temkin Group report, Maximizing Value From Customer Journey Mapping. Here’s the executive summary: Customer Journey Maps (CJMs) are a valuable tool for understanding how customers truly interact across an entire organization, but companies aren’t capturing enough value from their CJM efforts. Creating a CJM is only the first step in the process for change; the real benefit comes from using the insights from CJMs to drive action.
Vonage
SEPTEMBER 25, 2015
By Sarah Metcalfe, Head of Customer Service at SureFlap. Customer Contact Expo, the UK’s largest event for the customer contact and customer service industry, is now less than a week away, and I’m looking forward to joining some of the industry’s leading experts on both days to talk about how SureFlap provides its excellent customer experience and has rapidly grown its business.
InMoment XI
SEPTEMBER 30, 2015
Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth. To help solve this problem, the CXPA (Customer Experience Professionals Association) has dedicated a day to spread innovative approaches to customer experience across the world.
Kayako
SEPTEMBER 24, 2015
Implications of the traditional team structure. Companies are finding new ways to improve the way they run. One of those ways is rethinking the way the company is structured and review the opportunities for career progression. In the most basic form, companies have the choice of opting for a flat or hierarchical structure. A flat structure is where there are fewer layers of management.
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.
AskNicely
SEPTEMBER 14, 2015
Every 15 seconds, one worker dies and 160 are injured somewhere in the world. Driven by these horrific statistics, SafetyCulture in Townsville, Australia, aims to make safety available to every worker around the world. The free app iAuditor builds checklists, conducts inspections and files reports from a mobile phone or tablet, transforming a typically paper-based tool into a digital one.
Kerry Bodine
SEPTEMBER 23, 2015
Join us for a hands-on customer journey mapping workshop in the heart of San Francisco! I’m thrilled to announce our first open enrollment workshop: November 17, 9:00 – 5:00 & networking dinner. November 18, 9:00 – 4:30. Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop the skills and know-how you need to effectively employ journey mapping within your organization.
Kristina Evey
SEPTEMBER 22, 2015
Costco Customer Experience Example. It was an ordinary work day filled with phone conferences and content creation. Hours spent on the phone and on my computer all focused on teaching companies how to make more money by building better relationships with their customers. Imagine my surprise, no delight, when I opened up an ordinary envelope from Costco in the mail.
ijgolding
SEPTEMBER 21, 2015
I have been saying for a long time now that the reason organisations exist is to ‘fulfill a purpose’ Sadly, many consciously and some unconsciously, believe that the reason their organisation exists is ‘to make money’ I wholeheartedly disagree. The mantra that I impart on to anyone who will listen is as follows: No commercial organisation exists to ‘make money’ All commercial organisations exist to ‘fulfill a purpose’ The better able they are at fu
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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
SEPTEMBER 30, 2015
Ever wonder how auto companies compare to other industries in responding to customer inquiries over social media? We’ve got the definitive answer for you, or at least for the auto and airline industries, in this week’s MaritzCX blog. Until next time.
Kayako
SEPTEMBER 22, 2015
Whether you’re a business, duo or solo-entrepreneur there comes a point in your company where customer interactions will be constant and time consuming. You could find yourself working 9-5 responding to email. If your business is growing, imagine your customer response rate increasing 10% per week! Plus all other business matters you have running in the background.
AskNicely
SEPTEMBER 14, 2015
Every 15 seconds, one worker dies and 160 are injured somewhere in the world. Driven by these horrific statistics, SafetyCulture in Townsville, Australia, aims to make safety available to every worker around the world. The free app iAuditor builds checklists, conducts inspections and files reports from a mobile phone or tablet, transforming a typically paper-based tool into a digital one.
C3Centricity
SEPTEMBER 20, 2015
Marketing is a great profession. I’ve worked in or with marketing teams for most of my career. From the outside, they are seen as the department that comes in late, parties every night and gets to talk about advertising at conferences in exotic places. For those in operations or finance, they don’t seem to be that [.]. The post Marketers, Do You Know Everything You Should?
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.
Experience Matters
SEPTEMBER 16, 2015
We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2015 , The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous three years. Here’s the executive summary: To examine the link between Net Promoter Scores® (NPS®) and loyalty, we surveyed 800 IT decision-makers from large North American firms to
ijgolding
SEPTEMBER 21, 2015
I regularly find myself saying that many organisations are still grappling with understanding the fact that their Customers have always had an Experience with them! Some argue that Customer Experience has existed in the world of business for years and years. However, in the interactions I have had with businesses in multiple sectors all over the world, Customer Experience (CX) is still largely a relatively new business concept!
InMoment XI
SEPTEMBER 30, 2015
Ever wonder how auto companies compare to other industries in responding to customer inquiries over social media? We’ve got the definitive answer for you, or at least for the auto and airline industries, in this week’s MaritzCX blog. Until next time.
Kayako
SEPTEMBER 17, 2015
A Frequently Asked Question section (FAQs) is without a doubt the most commonly used tool in self-service. Whether it’s just a few questions on a “Contact Us” page or Zappo’s massive, eternal scroll-fest , FAQs offer a simple way for customers to scan for topics and solutions. But now for some things you may not know: Have you ever thought that your FAQs may be hurting your self-service?
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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.
Kristina Evey
SEPTEMBER 15, 2015
Turning conventional business models inside out and turning our customers into long term relationships is the key to sustainable financial success. This podcast explains how customers aren’t buying your product or service, but the relationship you are promising them. Remember, you aren’t the only game in town providing your product or service.
Experience Investigators by 360Connext
SEPTEMBER 30, 2015
I admit I was nervous. Growing up in the 1980’s and 90’s, the only association with the city of Medellin or the country of Colombia was hearing about the violence on the news. The violence is what made the news, of course, and it was primarily due to the drug trade. What didn’t make the […]. The post Focusing on Customers: Lessons from Medellin appeared first on Customer Experience Consulting.
Velaro
SEPTEMBER 11, 2015
Tagged chat exemplifies efficient, convenient and effective communication via live chat. Live chat is a popular solution for web-based businesses chiefly due to two fundamental benefits: 1) efficiency and 2) revenue-reclamation. It’s fast and convenient for customers to get their questions answered via live chat, and it’s typically more efficient for businesses to field inquiries via live chat than via email or telephone.
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