InMoment XI
SEPTEMBER 28, 2016
Few events in world history compare to the excitement surrounding the discovery of California gold by James Marshall, in January of 1848. The famous discovery set off one of the most important migrations ever known. One of the largest gold chunks discovered at that time was by an indigent miner named Mr. Strain who in 1851 stumbled across a 50-pound nugget.
GetFeedback
SEPTEMBER 1, 2016
Happy customers become the repeat buyers who keep your business alive. Here are 5 reasons you should constantly monitor your customer satisfaction metrics.
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Experience Matters
SEPTEMBER 1, 2016
Last year, Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 5th and we’re planning another exciting celebration. Temkin Group has labelled 2016 The Year of the Emotion for customer experience. As you’ll see below, we’re continuing that theme in our CX Day plans: Thought leadership video: Bruce will interview renowned author and thought […].
NICE inContact
SEPTEMBER 13, 2016
“You are only as good as your weakest channel.” – Nancy Jamison, Principal Analyst, Frost & Sullivan. This is one of our favorite quotes from a leading analyst in the contact center space. If you know Nancy, you may have heard her say it yourself. It speaks to the changing customer landscape and the importance of staying up-to-date on what technology customers actually want to use – not the technology you think they want to use.
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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.
Customer Bliss
SEPTEMBER 1, 2016
I wanted to talk for a quick second about strategic management in customer experience. If you’ve been listening to my podcast — and the next episode is No. 20, which is crazy — you’ve probably heard many CCOs and other senior customer experience leaders talk about strategic management. I’ve been blessed to have some great guests who really “get” it, but over the years I’ve obviously also encountered people that miss the concept of strategic managem
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
SEPTEMBER 28, 2016
Few events in world history compare to the excitement surrounding the discovery of California gold by James Marshall, in January of 1848. The famous discovery set off one of the most important migrations ever known. One of the largest gold chunks discovered at that time was by an indigent miner named Mr. Strain who in 1851 stumbled across a 50-pound nugget.
GetFeedback
SEPTEMBER 20, 2016
When we (a survey company) discovered the flaws in our first CSAT surveys, we set out to find a reliable formula for measuring customer satisfaction.
Storyminers
SEPTEMBER 19, 2016
Employee experiences are just as important as customer experiences. In fact, if your employees aren’t ready to deliver the kind of experience your brand promises, your customers won’t get the kind of experience they desire. On the today show this morning, I was delighted by a new segment that talked about paid paid vacations. You can view the segment for yourself HERE.
ijgolding
SEPTEMBER 29, 2016
Although I have spent a long time working with clients in the customer experience sector, I think it’s vital that we continually challenge the way we listen to and understand our customers. Over the last few decades, as the power of the computer has increased and we can gather more and more data about customers, often without their knowing, we have become more seduced by numbers rather than words.
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Experience Matters
SEPTEMBER 29, 2016
As you may know, Temkin Group labeled 2016 “The Year of Emotion” in its annual listing of customer experience trends. Why? Because emotion drives loyalty. And yet, despite its significant impact on customer loyalty, organizations do not focus on emotion enough. So to help increase organizations’ awareness of this critical area of customer experience, we […].
Kerry Bodine
SEPTEMBER 26, 2016
Join us for a hands-on customer journey mapping workshop in the heart of San Francisco! I’m thrilled to announce our next open enrollment workshop: November 2, 9:00 – 5:00 & networking cocktails. November 3, 9:00 – 4:30. Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop the skills and know-how you need to effectively employ journey mapping within your organization.
InMoment XI
SEPTEMBER 21, 2016
For some reason, the song “Daisy, Daisy” popped in to my head the other day. The song is actually called “Daisy Bell (Bicycle Built for Two)”, according to Wikipedia. This song always had a slightly sad/sinister undertones for me, ever since I saw the wonderful but weird film, 2001: A Space Odyssey. In the film, View Article.
GetFeedback
SEPTEMBER 23, 2016
Customer satisfaction surveys reveal customer preferences, top reasons for churn, and opportunities to improve processes company-wide.
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.
Kayako
SEPTEMBER 22, 2016
How many times have you finished off the last bite of your lunch and wished that there was either more food, or you had more time to spend? For people in support, the emotional implications of our work can carry through even when we are not on the clock—for some of us, that may show up as checking our phones right before bed for CSAT scores, for others, it may be overthinking how we could have made a support interaction better while finishing up the last scraps of leftover macaroni and cheese.
ijgolding
SEPTEMBER 26, 2016
I have been in the world of work since 1995. Akin to bringing up children, it is quite amazing how time flies!! When I left University all those years ago, I had little idea where my path of employment was going to take me. Today, as the master of my own destiny (a business owner), I often look back at my years as an employee with a real mixture of emotions.
Experience Matters
SEPTEMBER 27, 2016
We just published a Temkin Group data snapshot, Channel Preferences and Cross-Channel Activity Benchmark, 2016. The research examines consumer preferences for using different channels for completing common tasks as well as the frequency of several cross-channel interactions. Here’s the executive summary: In Q3 2016, we surveyed 10,000 U.S. consumers about their channel preferences for performing 11 different […].
Kerry Bodine
SEPTEMBER 26, 2016
Join us for a hands-on customer journey mapping workshop in the heart of San Francisco! I’m thrilled to announce our next open enrollment workshop: November 2, 9:00 – 5:00 & networking cocktails. November 3, 9:00 – 4:30. Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop the skills and know-how you need to effectively employ journey mapping within your organization.
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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
SEPTEMBER 21, 2016
For some reason, the song “Daisy, Daisy” popped in to my head the other day. The song is actually called “Daisy Bell (Bicycle Built for Two)”, according to Wikipedia. This song always had a slightly sad/sinister undertones for me, ever since I saw the wonderful but weird film, 2001: A Space Odyssey.
GetFeedback
SEPTEMBER 20, 2016
When we (a survey company) discovered the flaws in our first CSAT surveys, we set out to find a reliable formula for measuring customer satisfaction.
Heart of the Customer
SEPTEMBER 19, 2016
I presented at the ICMI CC Expo last month in Long Beach. It’s always a great conference, and I look forward to it each year. In the afternoon after my journey mapping workshop I attended a Justin Robbin’s session on metrics. Justin began by asking attendees the most important metric they tracked. Think about it […]. The post What is the Most Important Contact Center Metric?
ijgolding
SEPTEMBER 21, 2016
The sixteenth article for my column on Customer Think sees me create the longest title of the lot! During my career, every time I have had to endure…. I mean enjoy the pleasure of a job interview, I have always wondered just who should be interviewing who! Whilst most companies would make me feel that it was I who had everything to prove, I always believed that the company doing the recruiting needed to expend just as much time convincing me.
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.
Experience Matters
SEPTEMBER 21, 2016
In case you missed this in the news, Wells Fargo is under investigation for opening fraudulent accounts for its customers. During a period between 2011 and 2015, it is estimated that there were as many as 1.5 million deposit accounts and more than half a million credit card accounts opened inappropriately on behalf of customers. As part […].
Experience Investigators by 360Connext
SEPTEMBER 28, 2016
Highly-engaged employees will deliver better experiences to your customers, leading to increased loyalty, more referrals, and more business overall. Yippee! However, employee engagement is emotional and often hinged on the very last experience an employee might have – with his or her manager, with co-workers, with an angry client, or even with you. These simple moments add […].
InMoment XI
SEPTEMBER 19, 2016
I’ve been in the automotive industry for some time and concerns about dealership attempts to interfere with the customer satisfaction measurement process have been around for a long time as well, but lately they seem to be intensifying. Do you know how to guard against survey manipulation? My hope is this blog will give you.
GetFeedback
SEPTEMBER 29, 2016
Countless interactions make up the customer experience. Companies can use customer satisfaction surveys to start capturing those moments.
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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.
Comm100
SEPTEMBER 1, 2016
Social media. The ultimate double-edged sword of customer care. On the one hand, social media provides businesses with a premier location to engage with customers, address emerging problems, and discuss service improvements. On the other hand, social media can be a shaming ground where underperforming businesses are raked over the coals by everyone with an internet connection and a chip on their shoulder.
ijgolding
SEPTEMBER 19, 2016
During my career as a Customer Experience Professional, my opinions, points of views and suggestions have been rebuffed on many an occasion. I have been accused of being lots of things over those years – from being ‘emotionally immature’, to ‘ignorant’, to perhaps the most humiliating of all – ‘insignificant’! At the time, the branding of me and my profession in this way was very hard to take.
Experience Matters
SEPTEMBER 19, 2016
For the previous five years, we’ve measured emotion as part of the Temkin Experience Ratings (TxR). This year, we examined 294 companies across 20 industries based on a survey of 10,000 U.S. consumers (see methodology section below). The TxR examines the three elements of customer experience: success, effort, and emotion. In this post, I examine the results for the […].
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