InMoment XI
JANUARY 22, 2016
Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Why? Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. The message you send will communicate how you are as an organization.
Vonage
JANUARY 20, 2016
If you’ve invested in a CRM system like Salesforce or Desk.com you’ve probably already started to realize the benefits of having all of your customer data stored in one place. But, did you know that by using a CTI adapter to integrate inbound and outbound phone calls with your CRM , you can extend your investment, while driving dramatic improvements in sales and service productivity.
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Experience Matters
JANUARY 18, 2016
Whether or not you celebrate MLK Day (it’s a Temkin Group holiday), today is a great opportunity to reflect on some of Martin Luther King Jr.’s inspiring messages. I find that his words of change, personal accountability, and love hold true across many settings, including how we run our organizations. This year, I’ve decided to highlight (without any additional […].
Steve DiGioia
JANUARY 18, 2016
because you may not like the answers This original article was written by Steve DiGioia. Rose-colored glasses. Yes, that what they’re called. I had mine on…bet you did too. I knew I was a still just a junior manager but I walked around like the king. I was the newest big shot. Got things done, yes, that was me! Boss needed a project completed, I was the man.
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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
JANUARY 22, 2016
Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Why? Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. The message you send will communicate how you are as an organization.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Matters
JANUARY 19, 2016
We just published a Temkin Group report, Lessons in CX Excellence, 2016. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. The report, which is 100 pages long, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience.
CX Journey
JANUARY 22, 2016
Image courtesy of Thomas Hawk I originally wrote today's post for Intradiem. It was published on their blog on August 20, 2015. How do you drive innovation within your organization? Do you think outside of the box to think outside of the box? When you're designing or redesigning your customer experience, it's critical to listen to - and understand - your customers, what they are trying to do, and how well it's going.
InMoment XI
JANUARY 22, 2016
Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Why? Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. The message you send will communicate how you are as an organization.
Steve DiGioia
JANUARY 21, 2016
ever been asked a question from a woman that you were not sure how to answer? This original article was written by Steve DiGioia. Was it her style, flair, mannerism or just her own way of interacting with others that made her unique, or caught you off guard? But what happens when her “style” is not appropriate for the situation? What do we say?
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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
JANUARY 21, 2016
How often does your support team respond to the same questions with the same response? Do still you see a repeat of the same enquiries no matter how well you’ve optimized your FAQ page to help your customers find the information they need on their own? Here’s when you should be measuring first contact resolution (FCR). What is first contact resolution?
NICE inContact
JANUARY 19, 2016
Guest blog post from our friends at HireIQ. While contact center technology has evolved significantly over the last thirty years or so, the practice of Workforce Optimization (WFO) has been around almost as long as contact centers have. However, as a holistic, integrated technology, it is a fairly recent innovation and it continues to evolve. Despite the technological advances, one element is constant: it often takes a human agent to deliver an exceptional customer experience.
InMoment XI
JANUARY 22, 2016
Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Why? Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. The message you send will communicate how you are as an organization.
BlueOcean
JANUARY 18, 2016
Blue Ocean Contact Centers, a member company of IMP Group Limited, supporting top tier global brands from four centers in North America, is expanding their business development team with several key additions. Elizabeth Sedlacek joins the company as Director, Sales and Stephanie Small comes on board Sales Executive. Both have extensive experience in the full spectrum of contact center outsourcing and will be focused on growing Blue Ocean by reaching new markets, securing new clients, and strengt
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.
Michelli Experience
JANUARY 19, 2016
In the 1950’s, a number of ministers and politicians railed against the “evils of rock and roll” and implied that the youth of the day were adversely affected by the insidious nature of the music. Despite that music, most of us who lived through the 1950’s and 60’s did so without too much lasting damage. I suspect that every generation looks askance at the one that follows them.
Customer Bliss
JANUARY 19, 2016
Proactive experience reliability & innovation (Competency 4) builds out your “Revenue Erosion Early Warning System.”. It enables leaders to know before customers tell you – if your operation is reliable (or unreliable) at key customer touchpoints. To drive customer asset growth, leaders need to care about and require reliable operational performance in key customer intersection points.
InMoment XI
JANUARY 20, 2016
Turning 28 wasn’t going to be particularly eventful—or so I thought. However, on my birthday, my bank sent me an e-mail: “Happy Birthday Katie, have a free cake on us!” ‘Oh goody’ I thought – a free cake; all I had to do was to visit a well-known coffee house, make my choice and give. View Article.
SuiteCX
JANUARY 19, 2016
According to the Design Management Institute’s Design Value Index, design-driven companies have maintained a significant stock-market advantage, outperforming the S&P 500 by an extraordinary 219 percent over the past ten years. Read more here to see why the customer experience is at the very heart of design-driven culture.
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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?
CX Journey
JANUARY 19, 2016
Image courtesy of Critical Todd The old acquisition vs. retention challenge is alive and well! The perils of focusing on customer acquisition and sales over the customer experience and retention can be summed up nicely with this: " As fast as you're bringing customers in the front door, they're running out the back door. " Some refer to it as the leaky bucket syndrome.
Customer Bliss
JANUARY 21, 2016
Reliability metrics and key performance indicators are the measure of what you did operationally to earn the growth or loss of the customer asset. This measure provides the critical connection between reliability performance and customer asset growth. And this connection gets executives’ attention. Operational Performance Metrics Measure Customer Asset Growth.
InMoment XI
JANUARY 20, 2016
Turning 28 wasn’t going to be particularly eventful—or so I thought. However, on my birthday, my bank sent me an e-mail: “Happy Birthday Katie, have a free cake on us!” ‘Oh goody’ I thought – a free cake; all I had to do was to visit a well-known coffee house, make my choice and give.
Beyond Philosophy
JANUARY 18, 2016
Ever blown it with a Customer? Sure. We all have. Mistakes are part of being human, after all. But hopefully, you learned from it, made your sincere apology, and carried on. Here are 8 big mistakes with Customer Experience that we hope brands learned from: “It’s not the pants, it’s your body type” excuse from Lululemon. Remember when the CEO of Lululemon Chip Wilson said the reason that their pants weren’t wearing well was because the pants weren’t made for all women’s bodies—particularly those
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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,
SuiteCX
JANUARY 21, 2016
We are all trying to be more customer centric, but it isn’t easy. Here are some practical tips to help you be more productive in 2016.
Customer Bliss
JANUARY 21, 2016
Reliability metrics and key performance indicators are the measure of what you did operationally to earn the growth or loss of the customer asset. This measure provides the critical connection between reliability performance and customer asset growth. And this connection gets executives’ attention. Operational Performance Metrics Measure Customer Asset Growth.
InMoment XI
JANUARY 20, 2016
Turning 28 wasn’t going to be particularly eventful—or so I thought. However, on my birthday, my bank sent me an e-mail: “Happy Birthday Katie, have a free cake on us!” ‘Oh goody’ I thought – a free cake; all I had to do was to visit a well-known coffee house, make my choice and give.
Beyond Philosophy
JANUARY 20, 2016
Customer Loyalty is a gold standard for most businesses. There are numerous ways that you earn (and lose) Customer Loyalty. But one way that anyone can do is one of the most effective ways to create a Customer Experience that keeps them coming back for more. Pivoting is a technique well-known by the Public Relations industry. It means changing the direction of the conversation to get back to your core message.
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.
Esteban Kolsky
JANUARY 19, 2016
A few months ago I asked you to help us (Famous Analyst to the Stars and partner Denis Pombriant and I) with research we were conducting around cloud adoption. I told you our initial thesis was that cloud adoption was – er, well. complicated. We are not even talking about cloud architecture ( public versus private versus hybrid – pardon my french) but rather the applications and the databases that are attached to those applications.
Customer Bliss
JANUARY 19, 2016
Proactive experience reliability & innovation (Competency 4) builds out your “Revenue Erosion Early Warning System.”. It enables leaders to know before customers tell you – if your operation is reliable (or unreliable) at key customer touchpoints. To drive customer asset growth, leaders need to care about and require reliable operational performance in key customer intersection points.
InMoment XI
JANUARY 20, 2016
Turning 28 wasn’t going to be particularly eventful—or so I thought. However, on my birthday, my bank sent me an e-mail: “Happy Birthday Katie, have a free cake on us!” ‘Oh goody’ I thought – a free cake; all I had to do was to visit a well-known coffee house, make my choice and give.
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