InMoment XI
OCTOBER 15, 2015
Time to plan the funeral of your customer feedback measurement programs. It’s time for an effective, actionable customer experience management program that drives business outcomes for your organization. What’s making the difference? Understand how to truly engage with your customers: Engage at all relevant touchpoints along the customer lifecycle (rather than after a sales and.
Experience Matters
OCTOBER 15, 2015
Are Customer Emotions & Behaviors the Future of Customer Experience? That’s a question that Colin Shaw and I recently discussed/debated during a joint webinar. You can see a recording of the session below. If you don’t have time to watch the recording, then here’s a quick summary: “ Yes! ” Customer experience is all about people (human beings!
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Experience Investigators by 360Connext
OCTOBER 15, 2015
All of our customers are users… That may be true, but is there another way to look at the experience? Our Chief Customer Experience Investigator™ Jeannie Walters was part of a panel discussion with a brilliant group of enlightened leaders at the WebVisions Chicago conference, and this question came up: Is there a difference between User Experience […].
Vonage
OCTOBER 12, 2015
To be truly effective, customer service must permeate the culture of a company. It is everyone’s job. As such, this article, although it focuses on sales tactics, actually falls under the heading of customer service. It is more about the way you engage your customers and how you make them feel comfortable about doing business with you now and in the future.
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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
OCTOBER 14, 2015
Using technology to meld together the virtual experience with the showroom experience is an area where many manufacturers are spending time. We saw that in last week’s blog when Karl Schlicht spoke of what Toyota is doing with this in Europe. Here’s a good example of how Audi is doing it in London. Until.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Kayako
OCTOBER 13, 2015
We often look at self-service in terms of streamlining a process. The easier it is for our customers to help themselves, we reason, the lower our call volumes will be, the more money we’ll save, and the more time we’ll have for tending our desktop rock gardens. All of those things are true—but they’re only the perks. The real reason that it’s worth creating good self-service content is that nothing beats it when it comes to building trust between you and your customers.
Steve DiGioia
OCTOBER 12, 2015
I'm tired of your poor service This original article was written by Steve DiGioia. Ah, a leisurely lunchtime meal at my local family-themed restaurant (no need to mention the name, but the story is true). I had high hopes that were dashed before I even sat down , here’s my story. As we frequently do my wife and I stopped into our local restaurant for a quick lunch just before we were to pick up our kids from school.
InMoment XI
OCTOBER 12, 2015
You may or may not have noticed the #facebookdown problems two weeks ago. But did you try calling 9-1-1 when Facebook wouldn’t load? Apparently, some people in Houston did. Folks please do not call the police because #facebookdown we are as upset as you are but we cannot fix facebook. #sorry #wetried #techpolice — HPOU.
CX Journey
OCTOBER 13, 2015
Image courtesy of eurobasefulfillment1 Looking for some suggestions on how to improve your customer service and the overall customer experience? We know that delivering a great customer experience is critical to the success of a business. Without customers, what's the point? Customer service is one component of that customer experience, albeit a major customer touchpoint.
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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.
Kayako
OCTOBER 15, 2015
Good customer service is powerful for any company. Through word of mouth, positive experiences resonate through people’s networks. You can attract new customers while also retaining your current ones, making them more loyal. As Jeff Bezos put it: “ We see our customers as invited guests to a party, and we are the hosts. It’s our job everyday to make every important aspect of customer experience a little bit better.”.
Steve DiGioia
OCTOBER 15, 2015
what is your 1 piece of great advice? This original article was written by Steve DiGioia. How Do You Answer That Question? Answer: Never settle for “good enough”! I believe that constant reinforcement of the standards and expectations of your department or property is the key to being successful. I am very willing to hold my staff to a higher level even if others do not.
InMoment XI
OCTOBER 13, 2015
Do you want to run a successful CX program and research process? Funda Whitaker, Sr. director of strategic research services at MaritzCX, teaches the steps of a successful research process – understanding the business context, designing with the end in mind, and validating your approach.
Customer Bliss
OCTOBER 15, 2015
Over the last ten years I’ve become convinced that annual planning is the Achilles’ heel of customer experience. It is at the root of what inhibits the most efficient investment on priority investments in customer driven growth. That is because annual planning usually starts with the silos, not the customer asset, and not the customer journey. Without a one-company review of the customer asset and experience, your company continues to focus only on business outcomes.
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.
CX Journey
OCTOBER 15, 2015
Image courtesy of Betty Crocker Recipes Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 11, 2015. Remember the old Reese’s Peanut Butter Cups commercials from the ’80s? The ones where two people – one eating chocolate, the other holding a jar of peanut butter – collide and exclaim: “Hey! You got your chocolate in my peanut butter!
Comm100
OCTOBER 12, 2015
It is the dream of every entrepreneur that his/her business will grow and become more profitable. I mean, why else start a business if you don’t want it to grow, right? Well, with a lot of hard work and continuous effort business growth is certainly an attainable goal. However, even if you are successful in growing your business and its revenues, there is also another area in which you must also ensure growth – customer support.
InMoment XI
OCTOBER 15, 2015
Time to plan the funeral of your customer feedback measurement programs. It’s time for an effective, actionable customer experience management program that drives business outcomes for your organization. What’s making the difference? Understand how to truly engage with your customers: Engage at all relevant touchpoints along the customer lifecycle (rather than after a sales and.
Customer Bliss
OCTOBER 13, 2015
Do you practice capacity creation? Or do you layer on? Without managing workload you simply can’t prove commitment. Layering ‘customer work’ on top of the already full plates of operational leaders and teams is the recipe for customer focus abandonment. Yet that is what I encounter with every client as we do this work. “Do you have a ‘stop doing list?
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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?
Velaro
OCTOBER 14, 2015
Millennials expect a human connection in their live chat interactions moreso than other age groups. In case you’ve missed it, North America is being overrun by the millennial generation. Millennials have now surpassed baby boomers in the workforce , with 53.5 million workers as compared to 44.6 million baby boomer workers. It’s not like this happened overnight, although some companies may feel that way.
Help.com
OCTOBER 12, 2015
Early one morning I was in my side yard and walked up on a huge elaborate spider web complete with its designer-tenant. As I approached the artwork, the spider began to vibrate the web sending early morning dewdrops everywhere. The next morning the web was gone without a trace. However, spread between two nearby trees was a brand new web just as elegant as the first one. .
InMoment XI
OCTOBER 15, 2015
Time to plan the funeral of your customer feedback measurement programs. It’s time for an effective, actionable customer experience management program that drives business outcomes for your organization. What’s making the difference? Understand how to truly engage with your customers: Engage at all relevant touchpoints along the customer lifecycle (rather than after a sales and.
Wired and Dangerous
OCTOBER 12, 2015
A man lived right by the railroad tracks. For years, the train roared by his bedroom window at two-o’clock every morning. He grew so accustomed to it that it never disturbed his sleep. One night no train came through. The usual train was taken out of circulation for maintenance and a substitute was unavailable. At precisely 2 AM, the man lunged from a deep sleep and exclaimed, “What was that?!”.
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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,
Influitive
OCTOBER 11, 2015
Marketers know that finding ways to increase customer engagement is good for the bottom line. “Customer engagement is highly correlated to customer loyalty ,” says Aimee Lucas , Customer Experience Transformist and VP at the Temkin Group , a customer experience research and consulting firm. That’s because loyal customers are more likely to buy again, and buy more than before.
Forrester
OCTOBER 14, 2015
Every March, children run around, eagerly filling baskets with Easter eggs. The eggs come in all sorts of colors and sizes, some hard to find, some more easily discovered. The ritual continues every year with the Easter Bunny (or parents in rarer cases) hiding eggs to impart joy and wonder in innocent children. One can analogize that smart companies have taken over the role of the Easter bunny, trying to bring joy and delight to customers, not children.
InMoment XI
OCTOBER 14, 2015
Using technology to meld together the virtual experience with the showroom experience is an area where many manufacturers are spending time. We saw that in last week’s blog when Karl Schlicht spoke of what Toyota is doing with this in Europe. Here’s a good example of how Audi is doing it in London. Until. View Article.
Think Customers
OCTOBER 13, 2015
Customer experience varies from company to company. Service that may appear subpar at one establishment may seem top-notch at another store. Ultimately, it's all relative. However, there are numerous factors that hinder CX no matter how high or low customers' expectations are. Though not always obvious, these elements undermine all other CX efforts because they slowly undo progress, causing satisfaction and loyalty to come apart at the seams.
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.
PeopleMetrics
OCTOBER 14, 2015
The other day, I was reading the Internet (as I'm wont to do). So speeding into autumn, full tilt toward the winter—it happened that I found an interesting research study about ants. Do you recall Aesop’s fable “The Ant and the Grasshopper?” Remember the industrious ant preparing for the winter, while the lazy grasshopper frolics away the days? As it turns out, if Aesop had the research to work from, his ant would probably be just as lazy at his grasshopper.
Very Best Service
OCTOBER 12, 2015
Here are some of our favourite customer service week 2015 stories, organised by #hashtags used on twitter. Do let us know if your team effort is not featured but you believe it should be. Here is the first instalment with #CSweek2015 #TagATeller that ironed out the kinks when you needed it the most. #CSWeek2015 pic.twitter.com/h7isLMvHAV — KCB Bank Group (@KCBGroup) October 6, 2015 Spent time shadowing Sam in the @moathomes Customer Service team #impressed #professional #CSWeek2015 #NCSW15 pic.t
InMoment XI
OCTOBER 14, 2015
Using technology to meld together the virtual experience with the showroom experience is an area where many manufacturers are spending time. We saw that in last week’s blog when Karl Schlicht spoke of what Toyota is doing with this in Europe. Here’s a good example of how Audi is doing it in London. Until.
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