InMoment XI
JULY 30, 2015
“We’ll take the steak knives” tweeted JetBlue airlines in response to my inquiry. On Friday, July 25th at precisely 8:44am I invited all the major U.S. airlines into animpromptu Twitter response time contest. It went like this… Hey @AmericanAir @united @Delta @SouthwestAir @JetBlue @AlaskaAir. First to respond gets bragging rights. 2nd steak knives. 3rd u.
Experience Matters
JULY 30, 2015
How people feel about what they are doing (intrinsic motivation) is a key to sustaining their focus, energy, and commitment. One of the ways for companies to tap into this intrinsic motivation is to find ways for employees to feel as if they are contributing to the organization’s success (which is consistent with lessons from positive psychology ).
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Kerry Bodine
JULY 29, 2015
Newsflash: Smartwatches are tiny. They’re working with about 1/5 th the screen real estate of a smartphone, and tablets are downright gargantuan by comparison. Seem obvious? When we partnered with AnswerLab to study the current state of the smartwatch experience, we realized it wasn’t. It wasn’t obvious to brands whose apps failed to account for the limitations (and strengths) of this minute addition to the device ecosystem.
Kristina Evey
JULY 19, 2015
This is a sample podcast. Due to Twitter API changed you must insert Twitter APP. Check Our theme Options there you have Option for FB Twitter API, insert the Keys One Time. Get 10 Things That Kick Booty Wave Page Builder Appropriately empower dynamic leadership skills after business portals. Globally myocardinate interactive supply chains with distinctive quality vectors.
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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.
ijgolding
JULY 13, 2015
One of the most overused words in the English language is also one of the shortest. In the context of Customer Experience, it is extremely likely that this word is regularly used when an unsatisfactory experience is ‘endured’ by a customer. The word NO contains only two letters, yet its meaning can have serious ramifications on the behaviour of your employees and as importantly your customers.
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
JULY 30, 2015
“We’ll take the steak knives” tweeted JetBlue airlines in response to my inquiry. On Friday, July 25th at precisely 8:44am I invited all the major U.S. airlines into animpromptu Twitter response time contest. It went like this… Hey @AmericanAir @united @Delta @SouthwestAir @JetBlue @AlaskaAir. First to respond gets bragging rights. 2nd steak knives. 3rd u.
Experience Matters
JULY 28, 2015
We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2015. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets for any customer experience effort. Our research of more than 200 large companies shows that front-line employees are the most engaged, while back office employees are often neglected in employee engagement efforts.
Kerry Bodine
JULY 22, 2015
Despite their tiny size, smartwatches have big shoes to fill. They evoke Dick Tracy’s video watch , Ethan Hunt’s myriad wearable tech , and Q’s parade of futuristic gadgets that 007 inevitably destroys. These fictional contraptions recognize their owners and their owners’ needs, powering up exactly when required with critical information or the means to escape a sticky situation.
Kristina Evey
JULY 15, 2015
Bottom line, businesses that deliver memorable customer experiences are the ones that become more profitable. Here are this week’s tips to keep you and your teams motivated to connect and work with your customers… Be Truthful. Always. Integrity is not as common as it used to be. Being honest with your customers may lose a short term job, but gain credibility in the customer’s eyes that will reward you later.
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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.
Uniphore
JULY 29, 2015
Richard Snow, VP & Research Director of the Ventana Research's Customer and Contact Center Research practice, discusses the need to deliver a consistent, continuous and contextual customer experience both within and across multiple communication channels.
Experience Investigators by 360Connext
JULY 24, 2015
I’m lucky to have some conversations with smart people all across my industry. Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. I may actually have walked away from our discussions with more questions than answers, but that’s ok with me.
InMoment XI
JULY 30, 2015
“We’ll take the steak knives” tweeted JetBlue airlines in response to my inquiry. On Friday, July 25th at precisely 8:44am I invited all the major U.S. airlines into animpromptu Twitter response time contest. It went like this… Hey @AmericanAir @united @Delta @SouthwestAir @JetBlue @AlaskaAir. First to respond gets bragging rights. 2nd steak knives. 3rd u.
Experience Matters
JULY 22, 2015
We’ve been publishing the Temkin Ratings for five years. These ratings provide insights into how consumers evaluate their relationships with 100s of companies across multiple industries. In 2015, we examined 200+ companies across 20 industries based on a survey of 10,000 U.S. consumers. You can view a sortable list of results on the Temkin Ratings website.
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.
Kerry Bodine
JULY 20, 2015
Happiness gurus say the key to contentment is low expectations. This is great news for the pessimists whose strategy is to expect the worst and then enjoy a pleasant surprise when the apocalypse doesn’t happen. But in the customer experience world, this doesn’t fly. You cannot sandbag your customers’ expectations by promising them a miserable experience and then hitting just above the low water mark.
Customer Bliss
JULY 30, 2015
How purposeful is your company in working together to determine the experience it delivers to customers? All too frequently the customer experience is the unplanned collision of deliverables between silos. An experience that’s knit together through the life cycle isn’t really thought through. These efforts fall prey to being inwardly focused definitions of contact points by the silos.
Steve DiGioia
JULY 30, 2015
This original article was written by Steve DiGioia. A great customer experience is like a hamburger…it comes in 4 parts. Each part cannot stand alone, all must work together to complete the experience. ►That’s Ok, you can share this photo with your friends. Please just tell them you found it here. The post The Customer Experience Hamburger appeared first on Steve DiGioia and was written by Steve DiGioia.
Experience Investigators by 360Connext
JULY 23, 2015
The following is a Best of 360Connext post. Do truly loyal customers actually exist? I argue the answer is no. Before you start quoting Steve Jobs and proclaiming your allegiance to the almighty Apple, please consider this: The fans of Netflix were die-hard, once upon a time. But with the emergence of other streaming services like Hulu Plus, Amazon, Redbox Instant and Crackle, once-loyal Netflix customers are switching to services that better suit their changing tastes and needs.
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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
JULY 22, 2015
In business, we frequently say, “you can’t control what you can’t measure;” or, better yet, “you get what you measure.” We thus invest in sophisticated (read expensive) business intelligence (BI) programs run by professional teams of analysts. These BI programs frequently involve the purchase and installation of very high-end enterprise tools, supported by large databases.
Experience Matters
JULY 20, 2015
In case you missed it, here’s a recording of a recent Temkin Group webinar, Positive Psychology (PP) Infuses Customer Experience (CX). It shows how principles of PP can be used to enhance an organization’s efforts to improve CX. We’ve been using some of the underlying principles of PP within our work for years, but never labelled it that way.
Kerry Bodine
JULY 16, 2015
What’s the value of a smartwatch? What do consumers expect from these multitasking wearable devices? And how can brands take advantage of this tiny addition to the device ecosystem? To uncover the answers to these questions, Kerry Bodine & Co. partnered with our friends at the user experience research and testing firm AnswerLab. We’re thrilled to share the findings of our research in a FREE report: Smartwatch Apps That Work: 5 Value Drivers To Make Your App Indispensable.
Customer Bliss
JULY 28, 2015
Chief Customer Officer 2.0. My gift to you, download the first chapter of my new book. Managing customers as assets is about simple customer math: Incoming Customers minus Outgoing Customers = Net Growth or Loss. Read More: Customer Math is the First Step in Customer Experience Reliability. The post Leaders Must Care about Customer Loss & Growth appeared first on Customer Bliss.
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.
Steve DiGioia
JULY 29, 2015
This original article was written by Steve DiGioia. There are too many distractions and obstacles in our day-to-day lives. It’s not worth the effort to be something you are not, eventually your true self will come out. When it does, and if you are not showing desirable traits, you will be shunned for being “fake“, for “putting on airs” Can your customers afford […].
Experience Investigators by 360Connext
JULY 20, 2015
The following is a Best of 360Connext post. Reviewing customers’ online experience is one of the most common ways we at 360Connext help our clients. We have a proprietary process and corresponding report which make sure all the main objective bases are covered – navigation, ease-of-task, findability, etc. It’s part of out trademarked process called Customer Experience Investigation, which covers everything.
InMoment XI
JULY 22, 2015
In business, we frequently say, “you can’t control what you can’t measure;” or, better yet, “you get what you measure.” We thus invest in sophisticated (read expensive) business intelligence (BI) programs run by professional teams of analysts. These BI programs frequently involve the purchase and installation of very high-end enterprise tools, supported by large databases.
Experience Matters
JULY 14, 2015
Customer journey mapping is a valuable tool, but Customer Journey Thinking can change your culture. Watch this short Temkin Group video to find out more… The bottom line : Your customers are on a journey, help them.
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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.
Velaro
JULY 22, 2015
Customer engagement is being transformed by social media “buy” buttons and ecommerce live chat. Ecommerce live chat is great for customer engagement with site visitors who have a question or need some other assistance– but what about customers who just want to make a purchase and move on? Bridging the gap between the ready-to-purchase customer and the completed checkout may have just gotten a whole lot easier.
Who's Your Gladys?
JULY 22, 2015
if your staff doesn't know when to break a rule or deviate from a standard process, you could be losing your most profitable customers to a savvy rule-breaking competitor. The post Knowing When to Break the Rules is Critical in Customer Service appeared first on Who's Your Gladys?
Steve DiGioia
JULY 27, 2015
This original article was written by Steve DiGioia. We all have read, or written, about the lack of quality customer service in today’s marketplace. Whether it’s because of lack of staff training, poor morale, changing work ethics or a multitude of other reasons, it is a fact that service has changed. It’s even hard enough to get a positive response or recognition from […].
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