QuestionPro Audience
MARCH 2, 2017
A bad dream for those crafting online survey questionnaires might go as follows… Panel members take an online survey critiquing a previous online survey in which they participated, and one that you wrote. The results are overwhelmingly negative. The panel members hated the experience and admit they offered slapdash information that, as an effect, will actually hinder your research more than help. .
InMoment XI
MARCH 24, 2017
There are many types of satisfaction scales that are used in market research and beyond. This diversity stems from the fact that there is no magic ruler to directly measure distances associated with attitudes. For the researcher, a major consideration is how is this data to be analyzed? Four Different Modeling Types Long ago, you.
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Experience Matters
MARCH 16, 2017
Any regular reader of this blog likely knows that emotion is a key topic for Temkin Group. We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends. As part of our push to drive more detailed discussions about emotion, we examined the emotions that consumers feel after specific interactions. It turns out that […].
Michelli Experience
MARCH 15, 2017
I’ll admit it I am fascinated by water. Not just any water…A very special water – the kind you find in a bottle. In fact, I think many great business lessons can be found in the world of bottled water. My water fascination dates back to at least 2011 when I wrote the following…. “…bottled water is truly a phenomenon of our time. When I was a kid, water didn’t come in bottles, occasionally I was even reduced to drinking it straight from a garden hose.
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.
Kerry Bodine
MARCH 8, 2017
This post originally appeared in my regular column in Touchpoint Journal , published by the Service Design Network. I’ve been a fan of service design since my introduction to it in grad school —and an active champion of the discipline since my initial involvement with the Service Design Network back in 2010. In fact, I’ve spent a significant amount effort over the past five years helping companies understand what service design is and how it can benefit their organizations.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
QuestionPro Audience
MARCH 13, 2017
Numerous industry reports have consistently shown that, in comparison to other research methodologies, online research remains the dominant methodology of choice for research practitioners. With nearly 90% of the US population online, followed by 76% in Europe, it’s no surprise why online data collection remains king. When it comes to eCommerce, online sales are projected to reach $523 billion in the next 5 years, up by 56% from the previous year.
InMoment XI
MARCH 20, 2017
The old saying about a picture being worth a thousand words is true, a picture provides an additional “sense” of the story, adding context to help our understanding of an event or situation. We all know what it is like to read the answers to a survey or a transcript of an interview. Sure, there.
Kayako
MARCH 21, 2017
In the age of disloyalty , it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. How do you make a customer feel respected and gain their trust? Customer trust is a reciprocal behavior to what they receive. Trust comes when you understand your customer’s needs, respect them, and offer relevant service.
Customer Bliss
MARCH 14, 2017
Episode Overview. Diane has an interesting background for a CCO — she actually began as a technical writer. One of the more interesting aspects of this discussion is about the skill development necessary to grow into a customer-facing role — and how that professional journey can really start from anywhere. About Diane. Diane has been working since the early 1980s, serving in a number of transformative customer experience roles.
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Experience Investigators by 360Connext
MARCH 8, 2017
I get a lot of “what a cool job!” when I describe what I do. It sounds so glamorous. And everyone is a customer, so of course I hear about the worst customer service they ever had, or less frequently, the very best they’ve experienced. It is awesome. I love what I do. But as the idea of customer experience takes off, the mythology around it does, too.
GetFeedback
MARCH 20, 2017
Customer experience (CX) is a term we're hearing a lot about these days. But what does it really mean, and how is it different from customer service?
Experience Matters
MARCH 20, 2017
We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers. Courtyard By Marriott delivers the best customer experience in the Hotels industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a […].
Michelli Experience
MARCH 21, 2017
Having consulted with and written two books about Starbucks ( The Starbucks Experience and Leading the Starbucks Way ), I seldom compare Starbucks with McDonald’s. Typically, I see these two iconic brands in two very different categories. From my vantage point, McDonald’s is an excellent example of a service brand which focuses on price, speed of delivery, and turnkey consistency.
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BlueOcean
MARCH 20, 2017
About five years ago, we entered a discussion with a prospective client. They had been outsourcing their customer service to a call center with a predominantly “work-at-home” (WAH) model and one of the first questions they asked us was about work-at-home agents. They’d had a bad experience with that model and were keen to move as far away from any work-at-home solution as possible.
Alida
MARCH 10, 2017
Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Twenty-five percent admit that their company isn’t meeting expectations at all. CX is a huge business opportunity.
Customer Bliss
MARCH 16, 2017
We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. Because the C-Suite as a whole tends to make dozens (if not hundreds) of decisions in a given week, having an understanding on what specific decision-making styles make for leaders with a stronger customer focus is going to be helpful as you grow your own business.
AskNicely
MARCH 30, 2017
Customers who aren’t satisfied leave…And there are only so many customers you can lose before your company bottoms out. So wouldn’t it be awesome if you had a way to precisely measure customer satisfaction levels, so that you can easily work out if your customers are happy? In fact, wouldn’t it be even better if you had a way to figure out why customers are unhappy and therefore likely to leave?
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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?
Experience Matters
MARCH 22, 2017
We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers. Regions and Citizens deliver the best customer experience in the banking industry, according to the 2017 Temkin Experience Ratings. Regions took the top spot out of the 15 banks […].
ijgolding
MARCH 20, 2017
In this, my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. It is important to stress that the ‘tips’ are in no particular order – tip number four is no less important than tip number one – although all the tips are connected to each other in some way.
Uniphore
MARCH 17, 2017
Jacada is dramatically improving the experience of customer service at contact centers around the world. By providing the option to pivot an inbound call to a digital session, customers are able to bypass long hold times and effectively self-service their inquiry. This digital session is launched in-context, when required, and all without the need to download a mobile app.
Alida
MARCH 13, 2017
Five years ago, Snapchat disrupted social media with its carefree, ephemeral media and augmented reality features. Fickle young users, myself included, came from Instagram in search of something more disposable, fun and interactive. At a time when social networks seemed overrun by ads and news stories, Snapchat offered a momentary escape. It was a refreshing way to share some of life’s sillier or less photogenic moments.
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
MARCH 9, 2017
If you’ve been listening to my podcast — I can’t believe we’ve done 41 episodes — one of the topics that comes up a lot is talent strategy. That is somewhat of a broad term, but here I take it to mean “getting the best people possible and retaining them.” Most CCOs will mention talent strategy when they talk to me, either on my podcast or in client work.
Kayako
MARCH 2, 2017
Identifying the service our customers want can be like trying to hit a clay-pigeon. We want to do our best to deliver the best support to our customers. But your customer and their desires can be moving targets. Outside forces such as interactions with other businesses and feedback from friends and family influence the service we expect to receive. Over time, they develop expectations about your brand and service standards.
Experience Matters
MARCH 7, 2017
We published the 2017 Temkin Experience Ratings, the seventh annual release of this comprehensive customer experience benchmark. Here’s the executive summary: 2017 is the seventh straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. To generate these Ratings, we asked 10,000 U.S. consumers to rate their recent interactions with […].
ijgolding
MARCH 13, 2017
Last week I was afforded the undeniable pleasure of spending two whole days with Diane Magers, CEO of the Customer Experience Professionals Association (CXPA). A career Customer Experience (CX) Professional, Diane recently spent three years with responsibility for the ‘Office of the Customer and Customer Experience Strategy’ at telco giant, AT&T.
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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.
Vonage
MARCH 16, 2017
Today’s new buzz words in the world of customer service are “customer engagement” and “ customer centric”. The concepts are very valid and important to create a relationship with the customer. But as I read the articles I can’t help but think these are just new phrases for the same old stuff that has been around forever. It is all a reminder that we are in business for one reason – to service and sell the customer.
Uniphore
MARCH 6, 2017
Today, digital innovations have sparked a transformation in the rules of customer engagement, a new age of customer service being driven by the customers, themselves. To continue successfully serving, acquiring and keeping customers, companies need a fresh approach in order to develop and maintain the efficiency of their digital customer service, one that drives brand loyalty with happy, satisfied customers who keep coming back.
Customer Bliss
MARCH 23, 2017
This will be a shorter post, as we’re working on a longer one for next week about customer experience rooms ( I call them customer rooms sometimes , and often work on them in my client work). You may be familiar with the Adobe Experience Cloud , which gives a business a suite of insights around campaign-building, ads management, customer profiles, and other centralized assets.
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