InMoment XI
MARCH 1, 2018
So, you’re out for an evening at the mall and when you return to your vehicle, it won’t start. Or, like the woman above, your vehicle starts sputtering as you’re driving, the “check engine” light comes on and you’re fortunate enough to pull to the median inside emergency lane of a busy freeway where it. View Article.
Lumoa
MARCH 5, 2018
B2C customer experiences have set the tone of CX transformation. All the people, who receive advanced personalized customer treatment, come to work and. very often experience the same old "traditional" system. Instead of online catalogue, they have to download a pdf or even order a paper brochure. Instead of usual "order in three clicks", they have to call.
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QuestionPro Audience
MARCH 13, 2018
In school, while selecting the captain of sports teams, most of our coaches asked us to call out numbers such as 1-5 (1-n) and the students with a random number decided by the coach, for this instance, 3, would be called out to be the captains of different teams. It would be a non-stressful selection process for both the coach as well as the players.
CX Journey
MARCH 21, 2018
Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings from surveys and other listening posts, journey mapping, and other customer experience strategy exercises that become the catalyst for onstage customer experience or behind-the-scenes process improvements.
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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.
Alida
MARCH 21, 2018
Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . It’s not enough to treat the symptoms of an illness—you need to understand the cause. Similarly, customer experience (CX) and market researchers must look beyond just fixing individual transactions and in-the-moment interactions with consumers to effectively demonstrate the return-on-invest
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
MARCH 28, 2018
As an employer, you need to provide oodles of feedback to employees to ensure they know what they’re doing, what they’re supposed to be doing, what they’re doing well and what they could be doing better. Bad feedback from employees and customers alike provides a way to prevent little annoyances from becoming reasons for good people to leave you.
Experience Matters
MARCH 20, 2018
2018 marks the eighth 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 318 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion.
QuestionPro Audience
MARCH 14, 2018
What is Simple Random Sampling? Simple random sampling is a subset of a sample chosen from a larger population. Each individual is chosen randomly and purely by chance, such that each individual has the same probability of being chosen at any stage during the sampling process. This process and technique is known as simple random sampling, and should not be confused with systematic random sampling.
Vonage
MARCH 26, 2018
Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. We are now living on the other side of that deadline – where CX must be at the top of your mind and the top of your game. Otherwise, it could cost you. The estimated price tag of losing customers due to poor service has reached $1.6 trillion in the U.S., according to Accenture’s Digital Disconnect in Customer Engagement report.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
GetFeedback
MARCH 23, 2018
The e-commerce experience is the key to success for online retailers. Anand Srinivasan of Hubbion shares 7 simple web elements that make all the difference.
CloudCherry
MARCH 8, 2018
Over the years, women have played an immense role in shaping Customer Experience. They’ve been at the forefront of creating processes and policies that have helped numerous companies drive loyalty, retention as well as profitability. And what better way to celebrate Women’s day than by giving a shout out to some of the women who have been highly instrumental in defining this CX space.
Kayako
MARCH 14, 2018
In all the best practices and how-to’s, it’s easy for a small business to get lost with applying every customer service tip. You don’t have the budget of Amazon or the resources of Nordstrom. Forget a 50-person department dedicated to customer support – you don’t even have fifty employees, period. Does that mean tiny businesses don’t have what it takes to provide amazing customer support?
Experience Matters
MARCH 7, 2018
It turns out that having a customer focus isn’t only good for customers, but it’s also good for employees and financial results. We asked more than 5,000 U.S. employees to identify what they felt was the top priority for their senior executives. We also asked them about their work efforts and the financial performance of their organization.
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.
QuestionPro Audience
MARCH 13, 2018
Let’s consider a situation where a research team is seeking opinions about religion amongst various age groups. Instead of collecting feedback from 326,044,985 U.S citizens, random samples of around 10000 can be selected for research. These 10000 citizens can be divided into strata according to age,i.e, groups of 18-29, 30-39, 40-49, 50-59, and 60 and above.
Vonage
MARCH 26, 2018
Hiring the best employees for customer-facing jobs is an absolute essential for providing great customer service. Yet company after company overlooks the necessity of finding employees who are inclined and equipped to work face to face (or terminal to terminal) with customers. This shortsightedness grows from the extreme urgency of business life, the feeling that customer-facing positions need to be filled now, by whomever is breathing and in the neighborhood, so that the phones get answered and
GetFeedback
MARCH 8, 2018
Customers count on email support for quick, convenient help. Learn how to maximize support efficiency without sacrificing quality with these 6 simple tips!
CloudCherry
MARCH 8, 2018
Over the years, women have played an immense role in shaping Customer Experience. They’ve been at the forefront of creating processes and policies that have helped numerous companies drive loyalty, retention as well as profitability. And what better way to celebrate Women’s day than by giving a shout out to some of the women who have been highly instrumental in defining this CX space.
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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?
IntouchInsight
MARCH 29, 2018
We recently sat down with Jim Tincher, founder of Heart of the Customer and Certified Customer Experience Professional (CCXP), to get his take on the customer experience landscape and how it is changing in 2018.
Experience Matters
MARCH 15, 2018
As you hopefully already know, Temkin Group has labelled 2018 The Year of Humanity. As part of our focus on this topic, we put together this infographic that focuses on how we can Humanize CX. It identifies six fundamental characteristics of human beings—Hopeful, Intuitive, Self-Centered, Emotional, Motivated, and Social—that you need to keep in mind when you’re thinking about your customers and employees.
QuestionPro Audience
MARCH 16, 2018
Hollywood is learning what those in the market research world have known for years: follow the data. For years, film studios have had only a vague understanding of who’s buying tickets to their films. As mobile becomes more popular, however, the entertainment business is using the technology to capture what was lost in the relationship between the studios and the consumer, and convert that data into meaningful insight into what works and what doesn’t.
C3Centricity
MARCH 15, 2018
Did the title about data make you curious? Great! Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! However, in working with clients around the world and in numerous industries, I have found that many are lost by the wealth of information that is available to them. In fact it seems to drown out their reasoning of what to do and they remain frozen in indecision.
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.
Vonage
MARCH 26, 2018
Sustainability, resilience, longevity: these are things that most companies strive for – but how easy are they to achieve in the modern business environment? In the 1920s, the average lifespan of a company listed on the S&P 500 index was 67 years. Today, according to Professor Richard Foster from Yale University, it stands at just 15. At the same time, the Family Business Institute report that only 30 percent of family businesses withstand the transition from first to second generation owne
CloudCherry
MARCH 15, 2018
The customer experience wave has disrupted several industries and Telecom is one of them. Today, customers aren’t just leaving some of the biggest telecom brands in the world (Comcast ring a bell?) but are making it a point to tell their friends and social connections about their frustrating experiences. Given what’s happening in the market, it is crucial for telecom brands to not go out all guns blazing and pump millions of cash into advertising and marketing to attract new customers.
BlueOcean
MARCH 30, 2018
If your company is beginning the fiscal year in April, you likely have a stream of questions flowing through your mind. Are your goals for the fiscal year lining up with long-term priorities? Will your target budget support those goals? And will your customer experience be strengthened or hit a slump because of the programs in that budget? Not to add another thing to your plate (sorry), but there’s another question to ask that can impact all of those answers: is this the year customer care outso
Kristina Evey
MARCH 14, 2018
It’s all over the news… a United Airlines flight attendant insisted that a passenger put her dog carrier containing her 10-month-old French bulldog, Kokito, in the overhead compartment. Fellow passengers state the family told her there was a dog inside the carrier, but the attendant insisted the carrier be placed in the overhead compartment.
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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.
QuestionPro Audience
MARCH 9, 2018
Every year, thousands of young Americans flock to destination spots for a week of vacation during spring break. This year, 53% of millennials plan to travel for spring break. In the 90’s and 00’s, this typically meant a booze package in Florida or Mexico, but millennial consumers are veering away from the standard party vacation. We took a look at where they’re headed, and how much they’ll be spending.
Customer Bliss
MARCH 2, 2018
Are you considering applying for the role of Chief Customer Officer (CCO)? If so, you’ve probably already worked in customer experience leadership in some capacity, and have a reasonably clear concept of what an organization is looking for in a CCO. You may have a good idea of the kinds of questions you’ll be asked during your interview: your experience, philosophy, and the style of leadership you’ll bring to the organization, and are prepping for that.
ShepHyken
MARCH 7, 2018
The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization. Yet, it surprised both of us just how low paid some of these support people are. That made me think about the teller at a bank, the person who is the “face” of the bank for all intents and purposes.
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