InMoment XI
MARCH 10, 2016
“Ma’am, I don’t know who the owner is,” the pool construction company representative said. My wife paused, looked at me briefly, and took a deep breath. “Sir, who signs your pay check? It’s probably that person.” When we moved to Arkansas from the Beach Cities of Southern California, we moved away from the ocean. We.
Experience Matters
MARCH 8, 2016
We published the 2016 Temkin Experience Ratings, the most comprehensive benchmark of customer experience. In the sixth year of the Ratings, we analyze feedback from 10,000 U.S. consumers to rate 294 organizations across 20 industries. Here’s the executive summary: 2016 marks the sixth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience.
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Vonage
MARCH 11, 2016
The phone is not dead. Let me tell you why. Actually, allow me to gush. I recently had a customer service experience over the phone that proved why the phone is still king. Melanie, a Verizon Wireless technical support rep, took a minor frustration and turned it into a great experience. She did it primarily over the phone. Yes, she used text and email too.
Customer Bliss
MARCH 10, 2016
Optimizing customer feedback is one of the most straightforward ways to gain momentum for customer focus. You don’t need to spend millions on a “satisfaction” survey. You only need to engage active leadership listening and direct the organization to hear your customers’ stories. By using the “one-company” listening path (competency 3) that your organization creates, you receive a constantly refreshing source of information organized by journey stage.
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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.
InMoment XI
MARCH 7, 2016
Billions of dollars of outcomes rest on driving change in CX programs to benefit businesses, shareholders and, critically, customers. Alicia Boler-Davis, General Motor’s Vice President for Global Quality and Customer Experience recently stated that for the auto company, the value of loyalty is $700 million for every percentage point of improvement in customer retention rates.
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 9, 2016
For most businesses, improving customer service is a constant aim, as it is one area where they can separate themselves from competitors. It is, therefore, little wonder that many company bosses invest heavily in their efforts to improve customer service training, in order to bring staff members up to scratch. However, actually achieving the goal […].
BlueOcean
MARCH 8, 2016
Outsourcing. It’s basically the corporate equivalent of walking down the aisle. You’re making a decision to trust someone else completely and you’re inviting them to build a future with you. Not a decision to be taken lightly. And it can induce more than a little anxiety in even the toughest executive. We’ve heard stories from VPs who spent sleepless night after sleepless night wondering if they’d done the right thing, if they’d trusted the right partner.
InMoment XI
MARCH 10, 2016
“Ma’am, I don’t know who the owner is,” the pool construction company representative said. My wife paused, looked at me briefly, and took a deep breath. “Sir, who signs your pay check? It’s probably that person.” When we moved to Arkansas from the Beach Cities of Southern California, we moved away from the ocean. We. View Article.
Experience Matters
MARCH 10, 2016
Our research and work with clients show that customer experience is a reflection of an organization’s culture. Any company that wants to build sustainable customer experience must build a customer-centric culture. How? By mastering Employee-Engaging Transformation. Want to know more? Watch this short video: The bottom line: CX success almost always requires culture changeFiled under: Corporate culture, Customer-centric […].
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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.
Vonage
MARCH 8, 2016
During a cold winter season, smart organizations get busy preparing for spring. One way to prepare is to create (or confirm) a clear and motivating vision of what you want to become. Back this vision up with customer service education and other measures and you can transform your business for the better. Your engaging service vision is one of the “12 Building Blocks for an Uplifting Service culture” we teach at UP!
Experience Investigators by 360Connext
MARCH 7, 2016
Another “for the millennials” headline pops up every day. As millennials become a bigger part of the market, stepping into adulthood and the paychecks that come with it, companies are trying just about anything to attract this demographic. They are considered different. They are different. They are the first generation who grew up with instant and […].
InMoment XI
MARCH 10, 2016
“Ma’am, I don’t know who the owner is,” the pool construction company representative said. My wife paused, looked at me briefly, and took a deep breath. “Sir, who signs your pay check? It’s probably that person.” When we moved to Arkansas from the Beach Cities of Southern California, we moved away from the ocean. We.
Steve DiGioia
MARCH 7, 2016
and don't hold a potential bad review over my head! This original article was written by Steve DiGioia. What do you do when someone threatens you with “ TripAdvisor Blackmail ” by posting a very negative review if you don’t give into their demands, even if they are unreasonable? Even if “the customer is wrong” ? Let’s take a step back for a moment….
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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?
NICE inContact
MARCH 10, 2016
As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive. So, what are the top metrics you should be looking at? Check out our list below of the most critical call center metrics and KPIs for both inbound and outbound contact centers.
Michelli Experience
MARCH 11, 2016
Mobile technology has reached unprecedented levels on innovation. Products like Google Cardboard are revolutionizing virtual reality, and yearly location-based innovations are creating astounding utility. In 2016, mobile marketing will be a must-have by many businesses. Media-centric advertisements, immersive SMS and dynamic social media environments are to be expected.
InMoment XI
MARCH 7, 2016
Billions of dollars of outcomes rest on driving change in CX programs to benefit businesses, shareholders and, critically, customers. Alicia Boler-Davis, General Motor’s Vice President for Global Quality and Customer Experience recently stated that for the auto company, the value of loyalty is $700 million for every percentage point of improvement in customer retention rates.
Customer Bliss
MARCH 8, 2016
Ever since social media became a force, the idea of ‘social media love’ — getting positive feedback from clients and customers and fans, essentially — has been something that many brands aim for in the social space. Here’s where it all begins: for many organizations, the bottom-line business value of social media can be hard to prove.
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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.
Kayako
MARCH 10, 2016
Service level agreements, or SLAs, are integral to any service-based industry. Most customer support teams have to adhere to SLAs, which are contractual agreements to provide service within an agreed time frame. These could be as fundamental as making sure that groceries turn up within the delivery window, or as complex as getting the network back up and running after a failure within a certain time period.
NICE inContact
MARCH 9, 2016
Every day we go to work with the objective of helping our companies improve. Each day is shaped by the goal of success. As we all know, high performance of employees is what makes this goal a reality. If there is low performance, improvement is scarce. Listed below are five roadblocks that impede the road to success by hindering high performance. The first roadblock is disparate data or data that is low quality, defective, irrelevant, missing or disconnected.
InMoment XI
MARCH 7, 2016
Billions of dollars of outcomes rest on driving change in CX programs to benefit businesses, shareholders and, critically, customers. Alicia Boler-Davis, General Motor’s Vice President for Global Quality and Customer Experience recently stated that for the auto company, the value of loyalty is $700 million for every percentage point of improvement in customer retention rates.
C3Centricity
MARCH 10, 2016
Last week I wrote a long post on “The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service“ So this week I wanted to write a shorter thought piece on a topic getting a lot of airtime these days; that of smart things, the IoT or the Internet of Things. We [.]. The post Are Smart Things Really Smart?
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Who's Your Gladys?
MARCH 9, 2016
No one wakes up in the morning thinking, “Today I’m going to alienate my customers.” Yet, epic fails in customer service occur every day. Could you be sabotaging your success without realizing it? Check out these top ten common things that cause customers to stop. The post 10 Things You Need to Stop Doing if You Want Happy Customers appeared first on Who's Your Gladys?
Michelli Experience
MARCH 9, 2016
While political candidates have been making headlines challenging one another on the comparative “size of their hands” – a client of mine has demonstrated it really is the size of one’s heart that matters. I am honored to say I know and work with a company from Sheboygan, Wisconsin whose leaders care so much about their people and whose people care so much about one another that they have done the virtually unthinkable!
CX Journey
MARCH 8, 2016
Image courtesy of Unsplash How does your employee experience rate relative to other companies? Would your employees consider the company a great place to work? Why does that matter? While a "great place to work" might be in the eye of the beholder, I have my thoughts on what drives a great employee experience and what comprises an employee-centric culture.
Bill Quiseng
MARCH 7, 2016
In 2011, An American Express survey found that Americans tell an average of 9 people about good experiences and 16 people about poor experiences. Today, just five years later, people may still tell an average of 9 people about good experiences, but if they have a bad experience, they can now tell the entire world via social media. We have all seen the word “viral” tagged to a personal story about bad customer service more often than a good one.
Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach
More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio
Who's Your Gladys?
MARCH 9, 2016
No one wakes up in the morning thinking, “Today I’m going to alienate my customers.” Yet, epic fails in customer service occur every day. Could you be sabotaging your success without realizing it? Check out these top ten common things that cause customers to stop. The post 10 Things to Stop Doing if You Want Happy Customers appeared first on Who's Your Gladys?
Heart of the Customer
MARCH 9, 2016
While all customer experience strategies are important, healthcare brings it to a whole new level. Patient experience, and the potential for harm, amps up the significance of customer experience principles, creating literally life-changing outcomes. That’s why I really enjoyed working with Chrisie Scott, VP Marketing at Meridian Health, a leading and still growing integrated health […].
Beyond Philosophy
MARCH 9, 2016
There is an old saying that goes, “It’s not personal; it’s just business.” This statement is complete rubbish. I think business is personal, especially when you are trying to build a relationship with your customers. Zig Ziglar, author and renowned speaker, said, “If people like you they’ll listen to you, but if they trust you they’ll do business with you.
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