InMoment XI
JANUARY 9, 2014
Countless time and energy is directed towards making customers happy, and rightly so. After all, their constant patronage can equate to hefty profits—thus the saying “customer is king.” Companies are investing heavily to ensure the customer feels valued and appreciated. Yet recent studies show customers remain unhappy with the majority of services provided.
GetFeedback
JANUARY 28, 2014
This week we added something fun that many users have been requesting: the ability to personalize online surveys with custom variables.
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Win the Customer
JANUARY 9, 2014
'Forget the statistics, take good care of your employees and they''ll take good care of your customers. Employee happiness is the key to customer success.
PeopleMetrics
JANUARY 29, 2014
'At every level of sports, there are coaches. And at every level of coaching, there is disagreement about how to measure a coach’s performance. Even with significant advances in how teams evaluate performance, it can be difficult to quantify “coaching” as a variable. Is it a coincidence that some of the most respected coaches of all time ( Phil Jackson , Bill Belichick ) have coached some of the greatest athletes of all time (Michael Jordan, Tom Brady)?
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Service Untitled
JANUARY 13, 2014
'Maybe your medical insurance didn’t pay for a service you thought should have been covered or that manufacturer’s guarantee should have included repairing the rip in the leather carrying case you overpaid for last year, but acting like a petulant brat on a preschool playground isn’t the way to handle the complex world of customer service representatives and real people in support positions.
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
JANUARY 30, 2014
During 2014 you may be thinking of designing, or re-designing, your Customer Experience program. Here’s some food for thought to consider as you embark on this critical initiative. As always, would appreciate your thoughts. @christravell PS Want to have some fun? Rumor has it there’s a football game on Sunday. Take the Maritz Research.
GetFeedback
JANUARY 6, 2014
Use these seven tips to improve your engagement, brand perception, and response rates.
Win the Customer
JANUARY 7, 2014
'In an instant, mobile users read customer reviews, research products, and compare prices; the mobile customer experience is key for today’s informed customer base. In the 20th century, marketing was markedly different from the industry it is today. Companies would display ads on television, billboards and in print where potential customers were likely to see […].
Touchpoint Dashboard
JANUARY 16, 2014
'Part I: An Introduction Over the past few weeks, I’ve enjoyed reading various customer experience-related articles and blogs that offer insightful predictions for what’s to come in 2014. Out of all the reading I’ve done, I’ve noticed a common theme emerging in every forecast… Empathy. In fact, one excellent post in particular, written by Bruce […].
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Service Untitled
JANUARY 28, 2014
'Whether it be hurricanes, blizzards, fogs, or floods, inclement weather has its own way of leading an otherwise civilized society into moments of rage and unacceptable behavior. Spend a few hours in a busy airport and listen as a few narcissistic and petty customers scream profanities at service workers in fast food establishments, airline employees, or transport personnel as if the adverse weather and all of the complications that frequently occur during such times are the fault of the employe
Amity
JANUARY 30, 2014
Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! 1. Generating a Deep Understanding of Business Drivers. As we move into 2014, companies will be more focused than ever on the customer centric organization.
InMoment XI
JANUARY 30, 2014
During 2014 you may be thinking of designing, or re-designing, your Customer Experience program. Here’s some food for thought to consider as you embark on this critical initiative. As always, would appreciate your thoughts. @christravell PS Want to have some fun? Rumor has it there’s a football game on Sunday. Take the Maritz Research.
Very Best Service
JANUARY 29, 2014
'After a long period of decline, the use of the word ''omni'' in English literature seems to be on the up. The same can be said in the field of customer service where omnichannel has become the buzz word, with the intention to offer a seamless service across an organisation. But why restrict yourself to omnichannel. Ideally, organisation need to adopt an omnicorporeal approach to customer service, ensuring that an omnifarious desire to satisfy customers is omnipresent.
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.
Win the Customer
JANUARY 20, 2014
'Clarity of expectation, perhaps the most basic of employee needs in the workplace, is critical to customer service performance. Do your customer service agents really know what is expected of them? Or better yet, do they know what a successful result of their work looks like? Approximately half of American workers are unclear about what […].
ForeSee
JANUARY 29, 2014
'The ForeSee Experience Index (FXI): 2013 U.K. Retail Mobile Edition Now Available Download the Report As the uptake of mobile e-commerce increases in the U.K. and across the world, it’s. The post U.K. Retailers and the Mobile Customer Experience Challenge appeared first on ForeSee.
Service Untitled
JANUARY 7, 2014
'This year, we decided to give copies of To Sell is Human: The Surprising Truth About Moving Others by Daniel H. Pink (signed by the author himself) to all of our employees at A Small Orange as part of our holiday gift package. As a very service-centric company, we wanted to illustrate the fact that sales isn’t what it used to be and isn’t all about conning people into making a buying decision they otherwise would be against.
Amity
JANUARY 22, 2014
Dave Strang from Achievers replies to a audience question at the Customer Success Meetup event on January 22, 2014. Have you set your Customer Success New Year’s Resolutions yet? If not, you can find inspiration from members of the Customer Success Meetup group. Last night, the third meetup event was held at the headquarters of Achievers. The event consisted of a panel discussion.
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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
JANUARY 30, 2014
During 2014 you may be thinking of designing, or re-designing, your Customer Experience program. Here’s some food for thought to consider as you embark on this critical initiative. As always, would appreciate your thoughts. @christravell PS Want to have some fun? Rumor has it there’s a football game on Sunday. Take the Maritz Research.
Very Best Service
JANUARY 15, 2014
'For customers, the notion of best service might only become real when all restrictions surrounding classic service delivery have been removed. No opening hours, endless availability of products in all shapes, colours and sizes, no queues, free parking available at all times, no reservations needed, 24/7 delivery hours, ability to change bookings at short notice, immediate repesponse time via social media, no quibble returns policy.the list is long.
Win the Customer
JANUARY 5, 2014
'The way you express yourself in your customer service interactions will determine whether your message will be received in a positive or negative way.
ForeSee
JANUARY 28, 2014
'With cultural differences come differences in needs, wants and expectations, and it’s up to organizations that cater to large international groups to ensure they are providing the right experience to. The post Tailoring the Customer Experience to Spanish Speakers in the U.S. appeared first on ForeSee.
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 Input
JANUARY 22, 2014
Inability to deliver a good customer experience consistently is the reason many companies implement loyalty programs, and also the reason why they don’t work.
Amity
JANUARY 6, 2014
It’s the sixth day of 2014, and the start of a brand new year signals New Year’s resolution time! Typically, resolutions are personal in nature, a goal to lose weight, eat healthier or exercise more. Most practitioners will often make professional New Year’s resolutions and use them as a guide and a reminder of how to do things better or different from last year.
InMoment XI
JANUARY 30, 2014
These four words, create customers for life, are precisely what every business dreams about. From the board room to the break room, creating customers for life ultimately becomes the driver of business. Why is this important and how do you make this happen? The best focus of any customer experience program is people – employees.
Customer Interactions
JANUARY 30, 2014
'Security technology is moving into the spotlight in 2014, and this goes well beyond its capabilities in the control room. Here are my predictions for nine key physical security trends this year. PSIM – the next wave of adoption Airports, utilities, mass transit, seaports and cities have all been early adopters of PSIM. In 2014 I believe we’ll begin to witness the next wave of PSIM adoption, especially within higher education and banking organizations.
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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.
Win the Customer
JANUARY 10, 2014
'Most companies that set out to deliver better customer service today fall short of creating a customer experience that creates customer loyalty.
ForeSee
JANUARY 28, 2014
'by David Karandish, CEO of Answers I’ve spent the past month working with the ForeSee and Answers executive teams on how best to enable ForeSee to meet the ever increasing. The post Announcing Answers Cloud Services: A Powerful Platform for our Clients appeared first on ForeSee.
Upwave
JANUARY 21, 2014
If you had to wait for a treadmill at the gym this morning you’ve probably already realized this fact, but fitness and wellness goals are highly popular this time of year. While the New Year’s Resolution fitness craze is practically a given, the way people enact their goals rapidly evolves with new information and trends. SparkPeople , the web’s largest and most active healthy living destination, ran an Upwave survey asking nearly 500 women about their health and fitness goals to put a fin
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