InMoment XI
OCTOBER 19, 2017
Fierce Competition in the Property and Casualty Insurance Market Founded in 1901 and based in Bucyrus, OH, Ohio Mutual Insurance Group writes more than $220 million in premiums each year – covering homes, autos, farms and commercial properties in seven states through 400 independent partner agents. Maintaining a Competitive Edge President and CEO Mark C.
Alida
OCTOBER 17, 2017
This article is a guest blog post from Ed Bennett, a digital strategy expert and president and CEO of Ed Bennett Consulting. To hear more insight from Ed on patient experience, watch our webinar, Diagnosing disruptions: De-risking decisions in health care’s digital age. . In the age of companies like Amazon, Airbnb and Apple, health care organizations are lagging other industries in customer experience.
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Experience Matters
OCTOBER 18, 2017
It seems like every year I get a surge of questions about Net Promoter® Score (e.g., NPS®). Well, it’s that time of year. Rather than re-writing my answers, I decided to share a webinar that I recorded a few years ago. Much of that data has been updated, but the content remains totally applicable. This is a great primer on NPS. Enjoy! You should also check out Temkin Group’s VoC/NPS Resource Page for current data and more advice on how to use NPS.
Kayako
OCTOBER 16, 2017
It should never be customer success vs customer service. Yet, somehow these departments have been separated. They’ve been separated to showcase customer success as being this proactive, product-driven, revenue generating machine, and left the support department sitting around feeling like a reactive cost center. Maybe that’s down to the leaders of success teams wanting to gather all the valuable pieces of the customer relationship as theirs?
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.
InMoment XI
OCTOBER 17, 2017
As a retail brand, there are certain elements your company deems important in order to uphold your brand image to your customers. It’s imperative that each frontline employee represents the brand according to the standards set for service delivery. But with so many disparate locations, how can you ensure this is happening? Especially in light. View Article.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
AskNicely
OCTOBER 17, 2017
Not all software launches are created equal. On one end of the scale are the simple launches. You know, the ones where you pay someone — in some cases a large sum of — cash to get your shiny, new software up and running. On the other end of this invisible scale you have the launches that require serious project and change management, ongoing communication and a commitment to company-wide culture change.
Alida
OCTOBER 20, 2017
Digital transformation means your patients are also customers. Health care organizations looking to succeed at digital transformation must be sure they are reading patient charts correctly. With the health care IT market expected to be worth $280.25 billion by 2021 as both clinical and non-clinical information systems are deployed, health care organizations will only see the best return-on-investment from their digital initiatives if they properly leverage patient insight.
Experience Matters
OCTOBER 17, 2017
We just published a Temkin Group report, State of Voice of the Customer Programs, 2017. Here’s the executive summary: For the seventh straight year, Temkin Group has benchmarked the competency and maturity levels of voice of the customer (VoC) programs within large organizations. This year we surveyed close to 200 large companies and asked them to complete Temkin Group’s VoC Competency and Maturity Assessment, which evaluates their capabilities across what we call the “Six Ds:” Detect, Dis
GetFeedback
OCTOBER 18, 2017
Want to boost your survey response rates? Start with a better invitation. We saw 210% more responses when we embedded a question in our survey emails.
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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.
AskNicely
OCTOBER 16, 2017
All good things come in twos… Biscuits and gravy. Fish and chips. Rocky I and Rocky II. Mitchell Hanson and Ezekiel Rudick. Mitchell ( NOT Mitch) and Ezekiel ( sometimes Zeke) both based in the Pacific Northwest join our Portland team to help support rapid growth and community building efforts across the globe. . With Mitchell joining our team as VP of Marketing (overseeing all things marketing) and Ezekiel joining as Content and Community Manager (managing our content and community devel
ijgolding
OCTOBER 16, 2017
On the 3rd October 2017, in celebration of Global CX Day, I wrote an article entitled, ‘What Does it Take to be a Customer Experience Professional’ It is not the first time and will most certainly not be the last time I write about the significance of the profession that has become my vocation AND one that continues to grow at a rapid rate.
NICE inContact
OCTOBER 17, 2017
Have you ever excitedly anticipated a birthday present, and been slightly disappointed when you got it? Maybe you had something in mind that you were hoping to get, and you thought to yourself, “I wish they’d just asked what I wanted, instead of guessing.” It would have been a better use of their money, and you would have been more satisfied. I’ve experienced this in the contact center, but in the role of the “gifter.
ShepHyken
OCTOBER 18, 2017
Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It should be embraced by every employee, regardless of their job and how long they’ve been there. With that said, the focus on this topic is on what many consider to be the customer service and support department – the people who have contact and interaction with the customer.
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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 18, 2017
Live chat’s opportunity to grow a business is taken for granted. Many businesses are missing out on the opportunity live chat offers. It can drive leads, sales, and revenue. Live chat is often seen as an online support tool for existing customers. It’s a popular alternative to email support because instant discussions resolve simple queries.
InMoment XI
OCTOBER 19, 2017
Fierce Competition in the Property and Casualty Insurance Market Founded in 1901 and based in Bucyrus, OH, Ohio Mutual Insurance Group writes more than $220 million in premiums each year – covering homes, autos, farms and commercial properties in seven states through 400 independent partner agents. Maintaining a Competitive Edge President and CEO Mark C.
NICE inContact
OCTOBER 17, 2017
Have you ever excitedly anticipated a birthday present, and been slightly disappointed when you got it? Maybe you had something in mind that you were hoping to get, and you thought to yourself, “I wish they’d just asked what I wanted, instead of guessing.” It would have been a better use of their money, and you would have been more satisfied. I’ve experienced this in the contact center, but in the role of the “gifter.
Kerry Bodine
OCTOBER 16, 2017
A friend of mine recently had a business trip to the Bay Area and booked his room at the Courtyard by Marriott in downtown Oakland. The morning before his stay, he received an email from Marriott, encouraging him to “Use Mobile Check-In to access Elite benefits.” He read through the email and saw that one of those benefits was mobile requests: “Start making mobile requests using your app.
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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?
Comm100
OCTOBER 17, 2017
Before “customer service” was even a thing, the Seven Deadly Sins existed as a guideline for moral living. Perhaps somewhat surprisingly, some of these “old school” lessons still have a place in the society of today, and have significant overlap with bad customer service practices. avaritia / Greed. acedia / Sloth. ira / Wrath. invidia / Envy. superbia / Pride. luxuria / Lust. gula / Gluttony.
Truthlab
OCTOBER 17, 2017
Reading Time: 3 minutes You’ve developed a great product, tested and refined how it works, and successfully strategized how to get it into the hands of buyers. You’ve conducted all the best practice user research that experts recommend and you’ve refined the UI and IA so that users glide through your website with ease. And your diligence has paid […].
Beyond Philosophy
OCTOBER 18, 2017
Why do we design rational Customer Experiences when people are irrational? Rational experience designs are born of the notion that we are logical beings. However, emotions, not logic, drive our behavior, particularly as customers. Nevertheless, moments in an experience betray the fact that many organizations ignore the role emotions play in Customer Experience outcomes.
Kerry Bodine
OCTOBER 15, 2017
Want to learn more about journey mapping? We have two opportunities this coming November for you to join us for a hands-on workshop in downtown Chicago. If you’re got 2 hours…. Join us at CMSWire’s DX summit on November 13. In our two-hour mini workshop , we’ll go over the essential features of journey maps and discuss how you can make your maps more effective.
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.
Alida
OCTOBER 18, 2017
Insight-driven businesses are set to steal $1.2 trillion in market share by 2020, according to a recent Forrester report. With that much money at stake, more and more companies are investing in gathering insight and infusing it in all aspects of their business. But to get the maximum ROI from insight, it needs to inspire action and drive customer-led decision-making across the organization.
InMoment XI
OCTOBER 17, 2017
As a retail brand, there are certain elements your company deems important in order to uphold your brand image to your customers. It’s imperative that each frontline employee represents the brand according to the standards set for service delivery. But with so many disparate locations, how can you ensure this is happening? Especially in light.
CX Journey
OCTOBER 18, 2017
Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX. It was published on t heir blog on April 24, 2017. When you think of the phrase "inside out" relative to the customer experience, you probably cringe. This is not a phrase that customer experience professionals take lightly. Inside out means companies focus on processes that are designed and implemented based on internal thinking and intuition.
Beyond Philosophy
OCTOBER 16, 2017
Imagine you are in the waiting room at your dentist. You’ve had a pain twingeing at your back tooth for a few days now and you’re terrified it’s going to need a root canal – you hate root canals, everyone hates them. But while you sit there, nerves jangling, you notice there is gentle, quite relaxing music playing and it starts to make you feel a little less nervous.
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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,
Alida
OCTOBER 15, 2017
At Vision Critical’s inaugural CX and the City event in Singapore last week, one theme was clear: change has never been this fast and will never be this slow again. . Asia is the fastest growing region in the world with rapid consumer evolution and growing digitally-minded young populations. However, amidst this change, machines aren’t reducing the role of humanity, they’re amplifying it.
Heart of the Customer
OCTOBER 18, 2017
Too many customer experience (CX) programs get stuck. Stuck with no influence. No change. No leadership buy-in. We see it all the time. As a CX leader, you’re spread so thin, trying to juggle dozens of balls at once. You’re building a new measurement program while sharing your existing scores with anybody who will listen. You’re creating new training programs.
Wired and Dangerous
OCTOBER 16, 2017
You take your car in for regular maintenance and your body in for a physical exam. Women get a mammogram; men get a PSA check. The optometrist checks your eyesight; the audiologist your hearing and your dentist checks for cavities. What about the service you provide to your customers? Does it get a regularly scheduled check-up? We have been working to create a short, but important check-list to review how you are doing.
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