InMoment XI
DECEMBER 27, 2016
Scores, the very mechanism intended to rally employees around improving customer experience, often lead to employees taking their eyes off the ball. Some company cultures become so obsessed with turning arbitrarily labeled “Detractors” and “Passive” customers into “Promoters,” that they seem to forget that a great customer experience is the desired outcome.
Experience Matters
DECEMBER 27, 2016
Voice of the Customer (VoC) programs are a central part of most customer experience efforts. Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016. For additional info, check out our VoC resource page. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (12″ x […].
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Alida
DECEMBER 9, 2016
A customer journey map is a simple idea that has become overly complicated. At its core, a customer journey map tells the story of a customer’s experience. It begins at initial contact, develops with engagement and forms a long-term relationship between a brand and its customers. It identifies key interactions and defines the various feelings, motivations and expectations that a customer might have at each touchpoint.
Michelli Experience
DECEMBER 27, 2016
I am proud to say that Horst Shultze, the founder of the modern-day Ritz-Carlton Hotel Company, has been a mentor. One day, I was asking Horst about a client of mine that was struggling to engage customers. As I presented the challenge to Horst, I explained the efforts the company’s leaders had exerted to, “improve the quality of their customer experience so that most customers had less pain during interactions”.
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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.
GetFeedback
DECEMBER 8, 2016
The world may be more connected than ever, but people are tuning out. If you're looking to grow organically, customer engagement has to be a priority.
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
DECEMBER 27, 2016
Scores, the very mechanism intended to rally employees around improving customer experience, often lead to employees taking their eyes off the ball. Some company cultures become so obsessed with turning arbitrarily labeled “Detractors” and “Passive” customers into “Promoters,” that they seem to forget that a great customer experience is the desired outcome.
Experience Matters
DECEMBER 27, 2016
Voice of the Customer (VoC) programs are a central part of most customer experience efforts. Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (12″ x 24″): poster in pdf, poster in png Filed under: […].
Alida
DECEMBER 15, 2016
Did you know that 90 percent of all companies market with content ? Content marketing has become more than a strategy: it’s today’s marketing. Content marketing is more effective and efficient than other marketing strategies, and costs less for a greater return. For example, content marketing costs 62 percent less than outbound marketing and generates more than three times as many sales leads.
NICE inContact
DECEMBER 12, 2016
We all want our agents to provide “great” service. When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand. But, does hiring great contact center agents equate to great service?
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Storyminers
DECEMBER 7, 2016
Amazon has formally introduced its new Amazon GO retail concept on the West Coast. Basically, you can shop without lines and without going through checkout. A combination of technologies (they say, the same ones used in self driving cars) are used to notice what you pick up and what you put in your cart or back. As soon as you leave the store, your order is totaled, your Amazon prime account is charged, and you get a receipt on your mobile phone.
GetFeedback
DECEMBER 20, 2016
If your company has customers, then it has a reputation. Here are 3 simple tips for online reputation management, plus some brands that are doing it right.
InMoment XI
DECEMBER 22, 2016
As a frequent user of Uber, I have been impressed with their gathering of customer feedback. What I find most admirable about the Uber rating system is the simplicity of the survey, riders seeing how their feedback is used, and mutual evaluations. Uber recognizes that the best customer experiences require respectful interaction between both the. View Article.
Experience Matters
DECEMBER 12, 2016
Did you know that customers who feel adoring after an experience are more than 11 times as likely to buy more from a company than customers who feel angry? And customers who feel appreciative are more than 5 times as likely to trust a company than those who feel agitated? That’s because how customers feel […].
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
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Alida
DECEMBER 1, 2016
If banks weren’t already feeling the pressure from financial technology (fintech) startups, they should be now: Fintech companies are officially mainstream. A report conducted by the tech company LinkedIn, the advisory firm Capgemini and the non-profit Efma found that half of banking customers around the world now use at least one product or service from a fintech firm.
Steve DiGioia
DECEMBER 26, 2016
This original article was written by Steve DiGioia. As a follow-up to my previous post “ 11 Industry Experts Discuss “What’s More Important: Customer First or Profit First? ”, I contacted Evan Carmichael – who offered to provide his response in a LIVE YouTube Hangout. Watch it below. Evan Carmichael was named one of the Top 100 Great Leadership Speakers by Inc.
Customer Bliss
DECEMBER 27, 2016
One of the biggest things I did online in 2016 was create a customer experience podcast. We just hit Episode No. 32 of that show, but there won’t be new episodes until 2017. Instead, here’s what I am going to do. Today I’ll recap 10 popular blog posts from this year — and on Thursday (the 29th), I’ll recap some lessons from my podcasts.
GetFeedback
DECEMBER 29, 2016
The future is all about the customer. We pulled together the year's most influential customer experience articles from CX thought leaders around the web.
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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
DECEMBER 22, 2016
As a frequent user of Uber, I have been impressed with their gathering of customer feedback. What I find most admirable about the Uber rating system is the simplicity of the survey, riders seeing how their feedback is used, and mutual evaluations. Uber recognizes that the best customer experiences require respectful interaction between both the.
Experience Matters
DECEMBER 22, 2016
If you’re thinking about improving your organization’s customer experience next year (and why wouldn’t you be?!?), then I hope you are also thinking about some changes in your organization’s culture. As I’ve said many, many times, your customer experience is a reflection of your culture and operating processes. It’s your culture that will sustain any improvements that […].
NICE inContact
DECEMBER 14, 2016
Change is hard. As humans we are creatures of habit. Some of us have a hard time adjusting to a change in laundry detergent (you want me to switch from Tide to Gain?!) , so it is only natural that we and our agents sometimes have difficulty accepting and adapting to changes in our contact centers. Studies have concluded that 70% of change initiatives fail for a wide variety of reasons.
CustomerGauge
DECEMBER 13, 2016
2017 is already knocking on the door, so we thought it would be useful for our readers out there to know who are some of the top customer experience influencers they can follow in the upcoming year. Through our work we have a daily exposure to these thought leaders and always enjoy learning about best […]. The post 20 Customer Experience Influencers to Follow in 2017 appeared first on CustomerGauge.
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 Bliss
DECEMBER 1, 2016
It’s been a busy 2016. Here we are, finally, at the last month of the year. I know most of you have already started 2017 strategy planning (or finished it), but I wanted to put together a bunch of customer experience improvement program assets in one place. You can clip and save this post to review during the holidays and get ready for 2017. It’s a series of competencies I’ve worked on over my career and within the past year.
GetFeedback
DECEMBER 13, 2016
Salesforce asked 7,000 people what they expect from modern brands. We summed up their most interesting findings on today's "connected customer.".
InMoment XI
DECEMBER 20, 2016
The insights offered by neuroscience have taken the research world by storm and companies have developed both neuro- marketing and neuroscience research to implement a new way of thinking. As business professionals, our lives often involve one or more research reports every week, if not every day, providing an onslaught of facts and insights. Most. View Article.
Experience Matters
DECEMBER 14, 2016
People are always asking us about the correlation between customer experience and business results. While we recommend that companies examine this relationship for their specific company, we’ve done extensive industrywide analyses on the topic. At the bottom of this post we’ve assembled a number of industry-specific charts that you can download and use.
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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.
Alida
DECEMBER 15, 2016
In a recent interview with Fox Business Network, Cleveland Clinic CEO Toby Cosgrove, MD, shared why health care will see more consolidation in the next few years. The number of mergers and acquisitions (M&A) will increase, according to Dr. Cosgrove, as the industry grapples with pressures to be more efficient. He sees consolidation as a way for hospitals to gain more purchasing power, reduce redundant services and drive costs down.
Kayako
DECEMBER 22, 2016
The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’. It’s confusing! Some businesses have rejected the term ‘customer service’ – in a bid to modernize an existing department – in favor of ‘customer support’ which sounds contemporary or even call it ‘customer success’.
NICE inContact
DECEMBER 19, 2016
For many years I have been a practitioner of both customer experience (CX) and Six Sigma , so I can personally speak to the unmatched advantages of bringing these two disciplines together. Independently, both Six Sigma and CX are powerhouses at driving business results, and when combined correctly, they provide a strong one-two punch for your organization.
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