InMoment XI
MAY 23, 2014
Recently I have seen several very good articles about the occasional need to fire a customer. As usual, I think Colin Shaw had a lot of good things to say on the topic. The central theme of the argument is that employees deserve respect and that customers should not be allowed to abuse a company’s people.
Kristina Evey
MAY 7, 2014
'Thank You Notes Show You Care About Your Customers. Remember Thank You notes? The things that we encouraged to write as kids every birthday or holiday when we received gifts from relatives or friends? My own personal experience is that I didn’t enjoy writing them at all. But, my mom had a point – “They made an effort to purchase a gift with you in mind.
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GetFeedback
MAY 2, 2014
When you tie your Voice of the Customer program into your CRM, you can centralize customer data and deliver an outstanding customer experience.
Joe Rawlinson
MAY 5, 2014
'Your customers think they know who to talk to at your company to get their problem solved. The trouble is that your customers are wrong. Their assumptions are incorrect. Or you’ve changed since the last time they came to visit. It is your job to make sure you route your customers to the right place to solve their problem. This last week I visited a local government office to get a permit.
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Win the Customer
MAY 20, 2014
'Multi-channel is more important than ever as customers expect information to be available when instantly and through the channels they already use daily.
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
MAY 30, 2014
(Allegiance is pleased to feature this guest blog from Dave Fish at Maritz Research.) So it’s 2014–has been since January. Has your CXM system really changed in the last decade? I mean, not just shifting from mail to email, but fundamentally changed? If you aren’t thinking about the following, nay doing something about the following, you might be.
Kristina Evey
MAY 1, 2014
'Successful orthodontists are the doctors that understand that the “Old School” method of practicing medicine simply won’t make it in today’s world. Patients are customers. Beyond quality orthodontic care, they are also looking for quality customer experiences and service. It’s a high touch industry and in need of more discussion and collaboration between the patient, their parents, and the orthodontist than has typically been seen.
CCO Council
MAY 13, 2014
'Customer executives are regularly challenged to prove the value of their initiatives. To demonstrate value, executives must speak the language of business so as to allow business leaders to make comparisons and tradeoffs. Executives are primarily interested in increasing revenue, decreasing costs, and mitigating risk. To effectively demonstrate value, customer executives need to show how their customer initiatives impact one or more of these key factors.
Joe Rawlinson
MAY 28, 2014
'I recently had a birthday and was surprised to see my email inbox flooded with birthday greetings from companies I’ve done business with. The problem was that many of these emails were a total waste of time. Are you sending useless birthday emails to your customers? Let’s find out. I got two types of emails which are particularly noteworthy.
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Win the Customer
MAY 6, 2014
'You can offer your products and services to customers in another country but learning the culture in new markets is the key to an exceptional experience.
Service Untitled
MAY 6, 2014
'While we are all taught to make our customers our priority in business, do we as a rule offer the same service to the consumer who only frequents our store during the holiday buying season, or do we make exceptions and bend further to the left or to the right when it comes to mitigating bad customer experiences depending on the customer or how much they have spent?
InMoment XI
MAY 30, 2014
(Allegiance is pleased to feature this guest blog from Dave Fish at Maritz Research.) So it’s 2014–has been since January. Has your CXM system really changed in the last decade? I mean, not just shifting from mail to email, but fundamentally changed? If you aren’t thinking about the following, nay doing something about the following, you might be.
Kristina Evey
MAY 15, 2014
'HEALTH CARE DEPENDS ON EMPATHY AND COMPASSION. The most important investment to make in health care? It''s not the technology, not the office flow, not the insurance contracts, but rather focusing on the needs of the individual patients as human beings. It''s focusing on the patient themselves. Now, all of the above listed areas are clearly quite important.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
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CCO Council
MAY 28, 2014
'Customer crises strike without warning, and the chief customer officer must act swiftly and decisively to address root causes and begin rebuilding damaged customer relationships. Over my years of experience working with scores of chief customer officers, I''ve found three steps that are crucial in successfully managing any crisis: Build Strong Customer Insight Before Crisis Strikes.
Joe Rawlinson
MAY 12, 2014
'Do you like surprises? What about your customers? It is a great thing to pleasantly surprise your customers. However, if you know they are going to run into trouble or have an unexpected and unpleasant surprise, you need to step in there and make sure they aren’t caught off guard. The other day I went to In-n-Out Burger for lunch. After I placed my order, the employee reminded me that the burger comes with a Thousand Island-like sauce.
Doug Leather
MAY 8, 2014
'It’s extraordinarily easy to make uneconomic investments in customer experience – much of the time and money ‘invested’ is wasted because organisations fail to understand the criticality of systems thinking and the need for ‘silo-busting.’ They also focus on how they ‘deliver’ experiences rather than understanding how people ‘have’ experiences. It is how people ‘have’ an experience that influences the choices they make in the pursuit of what they really want.
Amity
MAY 27, 2014
Dear Louise, Although we have a lot of trial participants for our SaaS product, we are finding it difficult to convert them and we are experiencing some churn. I think it’s time, perhaps overdue actually, to bring a customer success hero or two on board. The problem is, I don’t know what to look for or where to start. What should I be looking for? Is there a way to “test” them to see if they have the right skill set?
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InMoment XI
MAY 30, 2014
(Allegiance is pleased to feature this guest blog from Dave Fish at Maritz Research.) So it’s 2014–has been since January. Has your CXM system really changed in the last decade? I mean, not just shifting from mail to email, but fundamentally changed? If you aren’t thinking about the following, nay doing something about the following, you might be.
Touchpoint Dashboard
MAY 18, 2014
'Touchpoint Dashboard is pleased to report that we recently served as a strategic sponsor at the 2nd Annual Walker B-to-B Customer Experience Summit held at the Arizona Biltmore Hotel in Scottsdale, Ariz, April 29-May 1. Walker Information is a renowned organization in the customer intelligence field, and has been for 70 years. We were honored to […].
CCO Council
MAY 6, 2014
'A common challenge of chief customer officers and other customer executives is the need to prove the ROI of customer centricity. For better or for worse, business executives are primarily interested in increasing revenue, decreasing costs, and mitigating risk. To effectively demonstrate value, customer executives need to show how their customer initiatives impact one or more of these key factors.
Very Best Service
MAY 19, 2014
'Customer service teamwork The human factor plays a key role in the delivery of excellent customer service and everyone recognises that having a well motivated and trained customer service employee will make a massive difference when interacting with customers and racing against the competition. Companies should not ignore that they could make the boat go even faster with a stronger emphasis on teamwork.
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.
Customer Interactions
MAY 8, 2014
'Technology always seems to evolve in ways that we cannot anticipate. Who would have thought that a cellphone would go from having a singular purpose of making and receiving calls to being used for everything from filming videos to mobile banking? Today’s smartphone is a great example of how technology can cross over into entirely new applications.
Amity
MAY 6, 2014
De-Risking the First 90-Days for Your SaaS Customer. The following is part of a series of conversations about Customer Success Management (CSM) between Pam McBride, Director of Marketing at Amity and Jason Whitehead, CEO of Tri Tuns. Pam looks at CSM from the perspective of the tools and platforms CSMs need. Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers.
InMoment XI
MAY 26, 2014
I’ve had the privilege of working with a diverse and rewarding group of clients over the past ten years, helping each to design and operationalize a customer experience strategy meant to breed loyalty and increased profitability. While each client situation is largely unique, both in terms of things that go well and in key areas.
Brad Cleveland Blog
MAY 19, 2014
A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels.
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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.
CCO Council
MAY 20, 2014
'Now that “tweet” has become a verb, it seems that everyone has a Twitter, Facebook, Google+, and any other alphabet soup social media account. And rabid social media “experts” are calling for every C-level executive to embrace social media as part of their “new commitment to transparency.” Who cares whether or not the CCO tweets?
Doug Leather
MAY 30, 2014
'To be customer-centric requires business capability to design and to consistently deliver a unique and distinctive customer experience to a selected set of customers in order to acquire, retain and to develop them efficiently. I was privileged to be taught by the late Dr Russell Ackoff at The Wharton School and he re-enforced my long held belief that one of the major challenges organisations face when trying to transform their business models to become more customer-centric is a lack of systems
Customer Interactions
MAY 29, 2014
'There are few places where quality service matters more than emergency communications. PSAPs review calls to ensure they’re meeting high service standards and adhering to protocols (a process known as Quality Assurance or QA). Today this involves mainly voice calls. But as NG9-1-1 and public safety broadband come online, PSAPs will become the touch point for handling text-to-9-1-1, video and a whole lot of sensors and data.
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