InMoment XI
JUNE 9, 2014
The life insurance business is facing an unprecedented falloff in insurance purchase rates by Generations X and Y, those born after 1965. Interestingly, these age groups know they are underinsured, especially if they have families, but they have not corrected the situation. At the same time, recruiting agents in these generations is also becoming increasingly.
GetFeedback
JUNE 17, 2014
GetFeedback introduces team administration and collaboration for all of your customer survey projects. Check out our Summer '14 Product Feature Tour.
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Joe Rawlinson
JUNE 9, 2014
'Every company, including your company, needs a strong value proposition. At the core, the value proposition is why a customer should do business with you and not somebody else. If you don’t have this differentiation, your business is doomed to struggle or die. Take a look at this email I got from L.L.Bean, the outdoor clothing retailer, and pay special attention to the big reminder they give the customer of why they should do business together: 1.
Win the Customer
JUNE 16, 2014
'Value is hard to come by these days. If you can crack customer experience code and get service right, you’re “in” with your customers - loyalty for life.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
PeopleMetrics
JUNE 30, 2014
'You know the familiar saying: “ Culture eats strategy for lunch ”? Well, I would wager that there is just one word in those five that would be commonly defined by all of us. Yup, you guessed it. Lunch. That’s because culture, like strategy, is intangible, soft and elusive. About as concrete as steam. And yet, so many businesses claim that they have or aspire to have a customer centric culture - to become more customer-centric, to put the customer first, to be customer-inspired
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
JUNE 30, 2014
Like many bankers I know, my chosen profession was not the result of some well thought out plan or career aspiration that I had growing up. After three years of tossing pizzas in college, a part-time bank teller position seemed like the perfect job to gain some professional experience, plus I got to swap an. View Article.
GetFeedback
JUNE 4, 2014
New capability of GetFeedback: create multi-language surveys with full translation of the interface for your survey recipients.
Joe Rawlinson
JUNE 2, 2014
'Steven Pressfield is a successful writer who shares his deep insights into being a successful creative in The War of Art: Break Through the Blocks and Win Your Inner Creative Battles. If you create anything at all, this book is for you. If you are a writer, artist, entrepreneur, business owner, or hobbyist, this book is for you. Pressfield’s book reads more like a serious of short essays that are easy to digest.
Win the Customer
JUNE 30, 2014
'Lead magnets create the ultimate positive customer experience as it delivers customers the right information at the right time your customers need it.
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Amity
JUNE 12, 2014
I have participated in several discussions around how to manage your Customer Success organization and the value it brings to your customer base and company. And a question I hear quite often is – is there opportunity to also drive incremental service revenue from your Customer Success staff? Traditional Professional Services offerings such as training and consulting services will likely always be offered on a cost basis, as these services are key to a successful new customer deployment, a
CCO Council
JUNE 17, 2014
'Today''s customers require access to a company''s offerings through many forms of media in order to meet their preferences and lifestyles. Furthermore, they also require a consistent customer experience across these channels since they can easily choose to change vendors if they do not receive support that meets their expectations. So multi-channel accessibility and consistency of experience across those channels have become essential components to winning the competition for customers.
InMoment XI
JUNE 30, 2014
Like many bankers I know, my chosen profession was not the result of some well thought out plan or career aspiration that I had growing up. After three years of tossing pizzas in college, a part-time bank teller position seemed like the perfect job to gain some professional experience, plus I got to swap an.
Very Best Service
JUNE 7, 2014
'Invest in customer service for a rainy day Sometimes, the trading environment for your company deteriorates considerably. This might be due to factors beyond your control such as interruption of public services, supplier failure, natural catastrophe or other unforeseen circumstances. When this happens, customer and employee loyalty becomes a major determinant of a company''s survival.
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Touchpoint Dashboard
JUNE 11, 2014
'We’re all looking to wow our customers, right? So how are you doing in that area? Take a pop quiz and find out. Ask yourself… • Do you know what really wows your customers? • Is your company providing the wow your customers want at the exact points in their customer journey where they need […].
Strativity
JUNE 11, 2014
What do you envision when you think of excellence? Is it a Nobel Prize winner? A world leader? With the FIFA World Cup right around the corner, could it be Lionel Messi… or Cristiano Ronaldo? When you associate excellence with people like that, you subconsciously put excellence out of your reach. You make the concept unattainable by relating it to people you’ve never met and only read about post-achievements.
Amity
JUNE 26, 2014
There was so much interesting and meaty content in last night’s Customer Success Meetup, we could barely keep up with capturing it all. After the regular community announcements (see the end of the blog post) and panel introductions the discussion was well underway. And to be honest we served up the first couple of scripted questions, but the audience engagement and natural flow of the conversation just took over.
CCO Council
JUNE 3, 2014
'Customer engagement needs to be a disciplined strategy with ownership, accountability, broad reach, goals, accountability, measures, and a marketing plan of its own to communicate with employees, customers, and other stakeholders. Here are six essential components to a successful customer engagement strategy: Purpose In order to devise an effective strategy, you must first identify what you want engaged customers to do for you.
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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
JUNE 30, 2014
Like many bankers I know, my chosen profession was not the result of some well thought out plan or career aspiration that I had growing up. After three years of tossing pizzas in college, a part-time bank teller position seemed like the perfect job to gain some professional experience, plus I got to swap an.
customer sure
JUNE 25, 2014
E-commerce is a great business model. Low overheads, scale up fast, punch above your weight, and a whole wide world of potential customers. But it comes with a challenge when figuring out how to increase sales effectively, as there’s a big disadvantage compared to traditional business: You never get to meet your customers. Derek Bacharach, owner at the store www.SimplySuperHeroes.com describes how this affects him: “One of the drawbacks to having an e-commerce store is not being able
Touchpoint Dashboard
JUNE 25, 2014
'Bad customer experiences can come back to bite you! I was reminded of this last night when I was watching Seinfeld re-runs and came across the ever-popular “Soup Nazi” episode. If you haven’t seen it, the plot centers around a tyrant owner of a soup shop. This guy makes amazing soup, and his secret recipes […].
Strativity
JUNE 10, 2014
Webcast: Accelerating Cultural Transformation. Date: June 17, 2014 Time: 3pm – 4pm EDT . Click here to register. Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural transformation they are losing the hearts and minds of their employees.
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.
Amity
JUNE 18, 2014
I recently read yet another very informative blog post from Corey Eridon over at Hubspot , entitled The Problem with Predictive Analytics. Along with an explanation of predictive analytics and its increasing use in marketing, her analysis got me thinking about the use of predictive analytics in customer success. If marketing is using predictive analytics wrong, then chances are the nascent industry of CS is likely doing it too – or rather placing too much emphasis on them.
Customer Interactions
JUNE 5, 2014
'I was asked a few weeks back to host a webinar. When I was told I could pick my own topic, it got me to thinking. I speak at security conferences throughout the year and host PSIM Workshops as well. The one question that always comes up is ‘what can I do to make my PSIM deployment successful?’ So to answer this question, I went on a fact finding mission.
InMoment XI
JUNE 27, 2014
Cultural Sensitivity means more than just knowing what dealers and head office types want to measure. It’s practical stuff – like being sure you’re servicing clients in their own time zone. A few more thoughts on taking your customer experience program global. Until next time. @christravell PS Go Nico! PPS A quick reminder to check out.
customer sure
JUNE 12, 2014
Customer relationship building is essential in converting prospects and web visitors to full paying customers – and even advocates of your business. Email is one of the best ways to do that, and relationship building should be the no.1 priority of all your email marketing activities. All too often ecommerce stores take the view that email marketing is about delivering mini-catalogues of products and special offers into the inbox of past and potential customers.
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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.
Brad Cleveland Blog
JUNE 6, 2014
Is your organization waking up to the complexities of providing social media customer support? An interview that I did with Salesforce.com provides answers to many common questions about social media customer support. You can read the full interview here.
Strativity
JUNE 9, 2014
People create culture- so why is it so hard for people to change it? Culture is made up of many influences over the course of a long period of time. It’s a pattern that has evolved with the people that practice it. It’s not a written law. When you’re changing culture, you’re changing the intangible. Companies know culture is important, but they tend to get a little lost when they try to make positive, lasting changes to it.
Amity
JUNE 10, 2014
Amity sat down with Daniella Degrace, Former EVP of Customer Success at radian6 and Salesforce.com, to talk about customer success and posed a series of questions leading to the ultimate: If a development team were at her disposal what kind of customer success platform would you ask them to develop? Amity: Daniella, as a Customer Success executive what is critical to you?
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