Customer Guru
APRIL 24, 2018
What should customers do to claim great customer experience from any business? All this while we have been talking about how companies can improve customer experience. I believe customers play an important role in ensuring they have a great experience; after all, they are the most important stakeholder in it. Organisations expend substantial efforts to deliver and improve exceptional customer experience.
Eptica
APRIL 25, 2018
Date: Wednesday, April 25, 2018 4 ways to transform your CX maturity levels. Published on: April 25, 2018. Author: Olivier Njamfa Brands understand that consumer expectations are continually rising. They know that they must keep innovating and improving if they are to differentiate their customer experience and therefore thrive. However, knowing what they need to do, and actually achieving it, are clearly very different things, as the latest Temkin Group State of CX Management 2018 report shows.
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Alida
APRIL 27, 2018
Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). The standout theme across the sessions was one that is human and real: build better empathy with people. According to many of the speakers, creating empathy within your organization for employees and customers will guide you on a path to create better customer experien
Customer Enthusiast
APRIL 24, 2018
Back in the Dark Ages of gathering customer feedback, companies distributed hard copy customer satisfaction surveys with prepaid postage to increase response rates and then waited weeks to collect, analyze, and distribute the feedback. And when warranted, it took even longer to follow up with individual survey respondents. Another common trait of these early surveys is that they were lengthy and time-consuming because every stakeholder had its own set of criteria to evaluate.
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.
Comm100
APRIL 24, 2018
Have you ever experienced that feeling when you encounter a new piece of information that completely shifts your understanding of the world around you? Whether it’s a great book, an enlightening movie or a blog post with a fresh perspective you’d never considered, those moments are at the core of all great learning experiences. As a manager or trainer of a customer service team, you’ll know that excellent customer service teams aren’t born that way.
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
APRIL 27, 2018
In this week’s blog, we explore the development of a blended or smart index as opposed to just looking at NPS or OSAT. It has a number of benefits you may want to consider, especially when you combine it with an emotional component. It’s important to consider the underlying behaviours when building an index, and. View Article.
QuestionPro Audience
APRIL 26, 2018
Planning a summer getaway this year? Then you’re part of the 56% of Americans who plan to take a vacation during the upcoming summer months. We know businesses and consumers alike rely on the revenue these summer jaunts bring, so we took a closer look into Americans’ spending habits during vacation season. WHO’S TRAVELING? Of those who plan to take time off, 92% will go away, while 8% will stay home.
Customer Bliss
APRIL 27, 2018
Spring is finally here, and you know what that means… spring cleaning! Just like that full-to-the-brim closet you’ve been ignoring, the customer listening data you’ve collected can pile up until it’s more a nuisance than it is informative. By this point, you have no idea what it really contains. Let’s talk about de-cluttering your customer listening!
AskNicely
APRIL 23, 2018
Portland is obsessed with creating amazing experiences. You’ve likely seen it caricatured on TV shows , in books , and in Buzzfeed stories. From craft beer to artisan wine to inventive music to molecular gastronomy to urban micro-farming — Portlanders are obsessed with wowing other Portlanders (read: customers). You’d be hard-pressed to find a boutique shop, a restaurant, a bar, or art gallery that isn’t absolutely obsessed with impressing the locals with a great product or experience.
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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
APRIL 27, 2018
In this week’s blog, we explore the development of a blended or smart index as opposed to just looking at NPS or OSAT. It has a number of benefits you may want to consider, especially when you combine it with an emotional component. It’s important to consider the underlying behaviours when building an index, and. View Article.
QuestionPro Audience
APRIL 23, 2018
By now, most of you are probably aware of the disastrous event at Starbucks — where two black men were arrested in a Philadelphia store for not making a purchase and refusing to leave the premises. The scene was captured in a video that went viral, and the backlash has been monstrous on social media and resulted in physical protests across the country.
Experience Matters
APRIL 23, 2018
We released the 2018 Temkin Experience Ratings that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. Here’s a link to FAQ’s about the Ratings. As a follow-up, we published blog posts that examine the results for each of the 20 industries. You can see links to all of those industry snapshots below: > Airlines > Auto Dealers > Banks > Computers & Tablets > Credit Card Issuers > Fast Food Chains &
CX Journey
APRIL 25, 2018
Image courtesy of Pixabay Today's post was originally written for Brand Quarterly. It appeared in their November 28, 2017, issue. It has been slightly modified. Customers are yearning for better experiences. But what are you doing to design a better experience? How do you know what your customers’ expectations are? What are they trying to achieve? And how well is that going for them?
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
InMoment XI
APRIL 24, 2018
Part One: Aligning Your CX Program CX industry continues to face a very real business challenge: unifying the corporate CX strategy with the onsite, day-to-day customer interaction. Too often, customers experience uncoordinated CX touch points, which creates an appearance of disorganization for your business. In part one of this CX governance series, you will learn.
Kayako
APRIL 25, 2018
Have you ever decided to step up from capturing photos on your smartphone to a dedicated DSLR camera? I bet the model you want comes with all the features you need, but also a bunch more that you don’t understand. For small teams, live chat is a similar proposition. Is the investment of time and effort going to work in our favor? Won’t customers be too demanding?
Experience Matters
APRIL 24, 2018
Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. That’s why Temkin Group has been measuring forgiveness for eight years. This product is the dataset, in excel, for the 2018 Temkin Forgiveness Ratings (TFR).It uses feedback from 10,000 U.S. consumers to rate how likely consumers are to forgive 318 organizations across 20 industries after they make a mistake.
Alida
APRIL 26, 2018
According to CMO.com way, back in 2016, 63% percent of CEOs saw rallying their organizations around the customer as one of the top three investment priorities for the year. Today, customer centricity, or some notion thereof, has become the strategic posture of almost every profitable company in existence. But—and this is an MC Hammer big but—at last year’s Customer Intelligence Summit , Rick Parrish, Forrester principal analyst servicing customer experience professionals, shared results of a stu
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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
APRIL 24, 2018
Part One: Aligning Your CX Program CX industry continues to face a very real business challenge: unifying the corporate CX strategy with the onsite, day-to-day customer interaction. Too often, customers experience uncoordinated CX touch points, which creates an appearance of disorganization for your business. In part one of this CX governance series, you will learn.
Kerry Bodine
APRIL 23, 2018
Last week I outlined some tactics to prevent customers from derailing a workshop with out-of-scope ideas and feedback. But what if your workshop includes a tricky customer who continues to push the conversation in an unproductive direction? . An ounce of prevention is worth a pound of cure. To ensure you’re recruiting customers who will be opinionated but constructive, we strongly recommend a phone or Skype conversation to vet potential workshop participants.
Vonage
APRIL 23, 2018
Survival in today’s customer experience economy requires businesses to adapt to customer behavior, and that includes letting them choose how they want to get in touch. That’s why it has become more important than ever for brands to be able to drive a consistent, seamless customer experience across each and every one of their customer touchpoints — from voice, email and chat, to SMS, video and social channels.
Customer Bliss
APRIL 24, 2018
This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! I’m sending a huge, heartfelt thank you to all of the podcast guests I’ve interviewed since the launch of this podcast back in 2016. And of course, thank you to the listeners who support this show and tune in to hear all of the wonderful CX insights, lessons, and tactics discussed.
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.
TechSee
APRIL 24, 2018
What is unboxing and why is it an important focus for brands? Product unboxing goes way beyond the simple act of unpacking a new device. It is an integral part of the installation, activation and operation of a newly purchased electronic device. With a growing number of DIY enthusiasts purchasing consumer electronics, this type of hands-on guidance is in high demand.
Kerry Bodine
APRIL 22, 2018
Happy Earth Day! I feel fortunate to have a short daily commute. It greatly reduces not only my stress, but also my daily contributions to the Earth’s greenhouse gasses. However, when I’m not walking to my office, I’m flying around the US—or to some other country around the globe—to meet with a client, deliver a speech, or facilitate a workshop. In fact, as I write this, on Earth Day, I’m sitting at 35,000 as a Boeing 777 whisks me from San Francisco to Boston, where I’ll be speaking at the CX N
Michel Falcon Experience
APRIL 27, 2018
People-First Culture™: Build a business your employees and customers will admire. Customer experience, employee engagement, company culture and leadership are all extremely important factors in building an admired company/brand. The People-First Culture™ is a combination of all of these factors to assist businesses on the going down the path of becoming that admired brand in the eyes of both their employees and their customers.
Storyminers
APRIL 24, 2018
Businesses designed with the purpose to deliver value for their customers have been the focus of my professional attention at StoryMiners ® for more than 20 years. That’s why Vacasa , a vacation rental property management company, caught my attention. Here’s a behind-the-scenes look at three key elements that make this company so successful. BUSINESS DESIGN.
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Michelli Experience
APRIL 24, 2018
As I was writing my blog last week, the news was shifting quickly on the Starbucks debacle in Philadelphia. In fact, when I put the finishing touches on that post, Starbucks CEO Kevin Johnson had simply issued an apology and made a promise do a thorough investigation into the situation. Predictions Made and Predictions Overlooked. As you’ll recall from my last post (based on the limited information available at the time), I offered an opinion concerning the importance of customer service skill d
Joe Rawlinson
APRIL 25, 2018
Companies are always looking for new ways to streamline their customer support department efforts. This doesn’t strike us as a surprise. Markets worldwide are becoming more volatile and saturated as we speak, and providing excellent customer support is important for business success. In order to keep customers returning and keep that competitive edge, businesses have to use the latest software to deliver profound care.
ReviewTrackers
APRIL 23, 2018
Is there a way to remove or delete a Google review? It’s a question that we here at ReviewTrackers have been asked numerous times, by customers and readers alike. And it’s a question that’s typically asked with some measure of frustration: after all, if you’re managing a business, a negative review on Google can blemish your online reputation , especially if the review stands out in a search result for your business on Google.
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