Experience Matters
JANUARY 4, 2017
It’s once again the time of year when I publish Temkin Group’s CX trends. In my post last year, we named 2016 “The Year of Emotion.” With my previous post, we declared 2017 “The Year of Purpose.” During this year, companies will be: Elevating Purpose. Over the past year, we’ve seen more articles discussing purpose, and leaders are beginning to […].
InMoment XI
JANUARY 5, 2017
I love reading research about the future of auto retail. Last year’s research from Deloitte entitled, “The Future of Auto Retailing,” spoke to the need for retailers to move from a “product based” mindset to a more customer-centric value model. But most everyone’s thinking is still limited to the confines of the traditional showroom sales model.
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Customer Bliss
JANUARY 5, 2017
Over the holidays, I read two interesting articles about customer experience. The first one, from Forbes , is called “Five Bold Expert Predictions For 2017.” (I am not among these experts, no.) The second article is from Harvard Business Review and called “The Most Common Reasons Customer Experience Programs Fail.” These are admittedly just two articles — there are dozens, if not hundreds, of articles published every day about CX — but if you find the int
BlueOcean
JANUARY 4, 2017
The evolution of the self-serve customer service solution isn’t exactly headline news as we enter this new year. We all know that many, if not most, consumers today prefer to avoid interacting with a live customer service representative if a self-serve option is available. But when a complex situation pushes a consumer to their wit’s end and forces them to contact the call center, the agent they need may not be the agent most brands provide.
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Experience Matters
JANUARY 4, 2017
It’s once again the time of year when I publish Temkin Group’s CX trends. In my post last year, we named 2016 “The Year of Emotion.” With my previous post, we declared 2017 “The Year of Purpose.” During this year, companies will be: Elevating Purpose. Over the past year, we’ve seen more articles discussing purpose, and leaders are beginning to […].
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Michelli Experience
JANUARY 4, 2017
Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it. Additionally, tools often get elevated to “laws of human behavior” even in the absence of empirical data or evidence.
Experience Investigators by 360Connext
JANUARY 5, 2017
Working day after day on the same set of projects and goals can make us a little complacent about what customers really need from us. Too often, we convince ourselves that what happens within our walls doesn’t have a direct impact on the experiences we deliver. Customer experience is huge and all-encompassing, so many think of improving it […].
Experience Matters
JANUARY 3, 2017
Dear Readers: Every year, Temkin Group highlights one theme that we think will be particularly important for companies in the coming year. In 2016 we focused on Emotion, in 2015 we focused on Employees, and in 2014 we focused on Empathy. And now, in 2017, we are focusing on … Purpose. Why “purpose,” you might ask? At Temkin Group, […].
Customer Bliss
JANUARY 3, 2017
Today is the first day of office work in 2017 for many people. (While I know some of you worked on 1/2, it was technically a federal holiday.) You’ll arrive at your desk/office/cubicle/etc. rife with possibilities. It’s a long way from now until the end of 2017, and so much potential is in front of you. What are you going to do with it?
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Kayako
JANUARY 4, 2017
Power has been handed back to service, support and success teams. Boards are now seeing that great customer service does contribute to the bottom line. After all, excellent customer support can turn customers into loyal advocates resulting in more revenue. But customer service is just a smaller piece of the whole company. It takes the whole company to be customer-driven and become the customer’s advocate for a great service experience.
QuestionPro Audience
JANUARY 3, 2017
One of the busiest travel times of the year has just passed. Millions of families across the country traveled during the holidays to be reunited with their loved ones. With more than 100 million Americans having traveled this holiday season, many of you are still recovering. In order to best accommodate travelers, airlines offer several additional services where travelers can upgrade their seats, access airline exclusive lounges, and purchase in-flight food and entertainment.
Experience Matters
JANUARY 3, 2017
Dear Readers: Every year, Temkin Group highlights one theme that we think will be particularly important for companies in the coming year. In 2016 we focused on Emotion, in 2015 we focused on Employees, and in 2014 we focused on Empathy. And now, in 2017, we are focusing on … Purpose. Why “purpose,” you might ask? At Temkin Group, […].
Vonage
JANUARY 5, 2017
Less than 15 years ago, online shopping had yet to take off and your target consumers were happy to research and buy products at bricks and mortar stores. In the age of social media, smartphones and self-service, things are very different. Today’s customers are screen-addicted, hyper-connected and harder to please than ever. To help you keep up with their sky-high expectations moving forward, here are five ways your company can improve its service offering for the customer of tomorrow. #1 Connec
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.
ijgolding
JANUARY 4, 2017
New Years Resolutions. Three simple words – simple words that many people all around the world have uttered at some point in their lives! As we usher in a new year, it is the perfect occasion for everyone to consider what they could/should/need to do differently in the forthcoming days, weeks and months. I, like most, have regularly made a commitment to myself (and sometimes others) of things I will be committing to doing more of (or less of) in the new year.
Kerry Bodine
JANUARY 4, 2017
I’m often asked about customer experience conferences: What’s out there? Where am I speaking ? Which conferences would I recommend? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.
Experience Matters
JANUARY 1, 2017
Gelukkige nuwejaar, Gëzuar vitin e ri, e glëckliches nëies, aam saiid, shnorhavor nor tari, yeni iliniz mubarek, bonne année, urte berri on, Зновым годам, subho nababarsho, asgwas amegas, mbembe mbu, bonne année, sretna nova godina, bloavezh mat, честита нова година, hnit thit ku mingalar pa, kung hé fat tsoi, bon any nou, xin nian kuai le, pace e salute, sretna nova godina, šťastný nový rok, […].
Vonage
JANUARY 3, 2017
Social media: a platform that allows consumers to say anything they like about a brand – and broadcast that message to the world. When you think about it, it’s not surprising that many businesses consider social media to be one of the dangerous communication channels. If you get it wrong, the negative PR will spread like wildfire. However, it’s not all bad.
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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
CX Journey
JANUARY 4, 2017
Image courtesy of GMC Software How do you know you're achieving customer experience excellence? Back in November, I wrote a post about a whitepaper I penned for GMC Software on how the worlds of customer communications management (CCM) and customer experience collide, without question. Parts of that whitepaper and another I had written for GMC Software were incorporated into their first ebook, The Authoritative Guide to Achieving CX Excellence: Unlocking the Power of Customer Communications Mana
CustomerGauge
JANUARY 6, 2017
Following the success of our 20 Customer Experience Influencers to Follow in 2017 article, we decided to prepare you for your Net Promoter Score & Customer Service success. Keeping track of NPS and Customer Service best practices is going to help you accelerate your business growth. With that in mind, we thought it would be extremely […]. The post The Top 15 NPS & Customer Service Thought Leaders to Follow in 2017 appeared first on CustomerGauge.
Experience Matters
JANUARY 1, 2017
Gelukkige nuwejaar, Gëzuar vitin e ri, e glëckliches nëies, aam saiid, shnorhavor nor tari, yeni iliniz mubarek, bonne année, urte berri on, Зновым годам, subho nababarsho, asgwas amegas, mbembe mbu, bonne année, sretna nova godina, bloavezh mat, честита нова година, hnit thit ku mingalar pa, kung hé fat tsoi, bon any nou, xin nian kuai le, pace e salute, sretna nova godina, šťastný nový rok, […].
Comm100
JANUARY 5, 2017
Knowing when to say no to customers is a crucial part of knowing how to say no to customers. Here are some scenarios that will help you create guidelines for your business on when it is appropriate, or even to your advantage, to tell customers no. Saying No to a Refund. Having a sound refund policy helps keep employees and customers on the same page, and can provide your company protection against theft and loss.
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SuiteCX
JANUARY 2, 2017
As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite. Customer Experience is more than how customers answer surveys (customer satisfaction and Net Promoter).
ShepHyken
JANUARY 4, 2017
To kick off the start of 2017 I could share my “Top Seventeen Ways to Deliver Great Customer Service in 2017.” I’ve done something like that most years. Instead, I’d like to kick off with something a bit more manageable. Not seventeen ideas, but just one. Not only is the focus on one idea, but really it’s just one word. And, that word is… alignment. .
CustomerGauge
JANUARY 4, 2017
If you’ve traversed the health care system in the United States, chances are you have a rather long list of complaints. Before the mid-1980s, there were few options when it came to getting quick medical care on an outpatient basis. From unbearably long emergency room wait times (and the associated large bills) to the growing […]. The post Patient Experience in the Age of Urgent Care appeared first on CustomerGauge.
Customers That Stick
JANUARY 2, 2017
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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?
SuiteCX
JANUARY 2, 2017
As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite. Customer Experience is more than how customers answer surveys (customer satisfaction and Net Promoter).
Wired and Dangerous
JANUARY 3, 2017
Welcome to 2017! We are excited about the sparkling opportunities and shining moments that lay ahead. We believe this year will be remembered in years to come as one in which people in the world of work embraced the spirit of innovative service – consistently providing customers with a unique and unexpected customer experience creation. Value – unique is different from value – added.
transcosmos Information Systems
JANUARY 5, 2017
Statistics on e-commerce business for 2017 and beyond remain strong. Just look at these figures : These numbers are telling you that ecommerce is shaping up to be one of the most competitive industries around. This is quite favorable, if not surprising, given the landscape of retail business. In digital commerce, customers are like taking a leap of faith, doing business with people whom they only see online.
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