Experience Matters
JUNE 7, 2017
Temkin Group announces the release of the 2017 Temkin Trust Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the level of trust that consumers have with 329 companies across 20 industries. H-E-B and Mercedes-Benz tied for the tops spots, followed closely by USAA (for banking and insurance), and Navy Federal Credit […].
Kerry Bodine
JUNE 7, 2017
For the past two years, I’ve participated as a member of the jury for the Service Design Award , presented by the Service Design Network. In this role, I’ve gotten to review inspiring design work from around the globe. This year, I’m honored to serve as the head of the jury. Here’s a bit more about the award: The Service Design Award recognizes work of an exceptional standard in the field of service design by both students and professionals.
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Kayako
JUNE 8, 2017
One of the biggest mistakes when measuring customer experience is focusing on what your team is doing instead of what your customers are experiencing. Metrics like time tracking, productivity, and performance take the front seat, but often don’t relate to the experience your customer receives or how they feel about it. Average reply time, first response time, and the overall volume of conversations can give you useful insights into the productivity of your support but they each have flaws.
InMoment XI
JUNE 8, 2017
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As marketers and CX professionals, we care a lot about what our customers think. No opinion matters more than theirs. So, we often ask them for it. “What did you think about this? Did. View Article.
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.
Experience Investigators by 360Connext
JUNE 5, 2017
Seems obvious, right? It’s hard to have customers if you don’t have sales. True. But what happens after the sale? What happens when you are trying to establish relationships with prospects but don’t know what will hurt the relationship later? Too often, organizations with great intentions sabotage their customer’s experience before it even starts!
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Kerry Bodine
JUNE 7, 2017
JetBlue built its brand on being a different kind of airline. At a time when other US-based airlines were cutting leg room, eliminating meals, and charging for bags, JetBlue gave flyers room to stretch, provided free yummy snacks, and resisted financial pressure to nickel and dime its customers with fees. The airline seemed to know it had a good thing going.
InMoment XI
JUNE 5, 2017
Employee engagement is well accepted as a Key Performance Indicator of thriving organizations. But while engagement has been regularly measured for decades, engagement levels have largely remained unchanged. Gallup, who tracks U.S. employee engagement in their annual State of the American Workplace report, has reported that roughly 70 percent of U.S. employees are not engaged.
NICE inContact
JUNE 7, 2017
What brands come to mind when you think of good customer service? Immediately for me, it’s USAA, Amazon and Nordstrom. USAA is always available, offers multiple ways for me to contact them, is always pleasant and gets me to a resolution almost always on the first try. Amazon, again, provides me with multiple ways to contact them, and has a great self-service service site.
GetFeedback
JUNE 6, 2017
We’ll cover email survey best practices that help you maximize response rates and get data you can count on.
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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.
Alida
JUNE 5, 2017
When Nike hired its first chief digital officer just over a year ago, it wasn’t just to lead a couple of projects. Reporting to the president, the CDO took charge of all products and services across Nike.com, Nike+ as well the brand’s other digital platforms. Already considered a digital innovation leader, Nike’s decision to hire a CDO was seen by industry experts as a big move.
InMoment XI
JUNE 8, 2017
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As marketers and CX professionals, we care a lot about what our customers think. No opinion matters more than theirs. So, we often ask them for it. “What did you think about this? Did.
NICE inContact
JUNE 6, 2017
How inContact “Walks the CX Talk”. inContact believes that the customer experience (CX) and the customer’s satisfaction are critical to the long-term success of our business. After all, the entire foundation behind inContact and our solutions is to help contact centers transform their customers’ experiences! We genuinely believe in the power of customer experiences and take steps every day to prove our commitment to our customers. inContact certainly feels an ethical responsibility to drive exce
GetFeedback
JUNE 5, 2017
Modern consumers want modern experiences. Personalized surveys help brands collect better data and make smarter decisions with customer feedback.
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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.
Customer Bliss
JUNE 6, 2017
Episode Overview. Brad Olson talks with me about his work to velocitize the member experience at Peloton, and creating a movement and a beloved brand. Peloton is a mission based company that deliberately crafted every element of its experience, from the build of the bike to its delivery, usage and even helping people move their bike from one home to another.
InMoment XI
JUNE 5, 2017
Employee engagement is well accepted as a Key Performance Indicator of thriving organizations. But while engagement has been regularly measured for decades, engagement levels have largely remained unchanged. Gallup, who tracks U.S. employee engagement in their annual State of the American Workplace report, has reported that roughly 70 percent of U.S. employees are not engaged.
Vonage
JUNE 6, 2017
You can tell a lot about a company and its commitment to customers in the words employees use. Open your ears and you will find it’s easier to measure customer service levels than you might think. I enjoy high-end music systems in my home and office. One day I called the dealer to order extra CD cartridges, wanting to pre-load them with different music.
Experience Matters
JUNE 5, 2017
We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets to their organization. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers.
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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?
Uniphore
JUNE 6, 2017
Today, customer service trends are driven by the need to meet consumer expectations. However, the evolution of technological innovation together with the emergence of the Millennial consumer has led to quickly changing expectations. Read More.
Kerry Bodine
JUNE 6, 2017
We learn something new every time we facilitate a workshop with customers. Often our new learning is about the challenges of customer recruiting—and ways to overcome them. For example, to ensure that customers at a recent workshop showed up on time, we told participants that everybody who arrived 15 minutes early would have their name entered in a raffle for a $50 gift card (in addition to the compensation we’d promised them for participation).
Beyond Philosophy
JUNE 5, 2017
One of the annoying things about business travel is that you tend to need things in your hotel room at the worst time. More shampoo when you’re still in your pajamas. A mending kit to repair a button in time for your dinner meeting. The hotel staff, while generally helpful and accommodating, has other things to do. So you wait. It’s not the best customer experience, but if you travel often, you learn to live with it.
Experience Matters
JUNE 7, 2017
Temkin Group announces the release of the 2017 Temkin Trust Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the level of trust that consumers have with 329 companies across 20 industries. H-E-B and Mercedes-Benz tied for the tops spots, followed closely by USAA (for banking and insurance), and Navy Federal Credit […].
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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.
Michelli Experience
JUNE 7, 2017
In the small town of my youth, Drs. John Bugelwicz and Peter Gamache did house calls. What an antiquated concept – physicians who would bring their healing arts right into your living room. If that isn’t peculiar enough, in that bygone era John Fox of Fox Rexall Drug would run a prescription by our house after his pharmacy closed. We could also rely on Bob Fritz to deliver a part for our Ford truck if he had what we needed in his store at Western Auto Supply.
Customer Bliss
JUNE 8, 2017
RSS reader FeedSpot just voted our blog the No. 1 customer experience blog on the Internet, via a few of the following factors: Google reputation. Google search ranking. Influence and popularity on social media. Quality and consistency of posts. An editorial team/subject matter expert review. I’m incredibly honored to be No. 1 on their customer experience blog list.
Beyond Philosophy
JUNE 7, 2017
Trust in the four major global institutions, namely government, business, media and non-government organizations, has taken a massive knock in the last several months, to the point where rebuilding trust has not only become a nice-to-have, but an absolute imperative, if these institutions are to survive. This is according to the 2017 Edelman Trust Barometer , a survey which tells a pretty dire tale of the disintegrating trust people feel in established institutions.
Experience Matters
JUNE 5, 2017
We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets to their organization. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers.
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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,
ShepHyken
JUNE 7, 2017
Every week, I’m asked, “What is changing in customer service?” The expected answer is that I’ll talk about all the new ways customer service and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video. There’s social media customer service with multiple channels like Facebook and Twitter.
Michelli Experience
JUNE 8, 2017
The post {Infographic} Service Delivered: Timeless Change appeared first on Joseph Michelli.
Wired and Dangerous
JUNE 5, 2017
The dinner party was super important because of the particular guests invited. It was one-fifth entertainment, one-fifth showcase, and at least five-fifths big-deal sales opportunity! The caterer had delivered over-the-top hors d’oeuvres, the contracted chef had prepared a perfect meal, and the bottles of white wine were perfectly chilled. Then, disaster struck!
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