QuestionPro Audience
AUGUST 9, 2017
The past few years have been a whirlwind for the autonomous automotive industry. To date, Google’s self-driving cars have driven over 2 million miles and Tesla’s 90,000 cars are equipped with AutoPilot enabling the vehicles to maintain speed, change lanes and even park without any input from the driver. What Tesla advertised as simply a driver’s assistant, is being used as much more than that.
InMoment XI
AUGUST 10, 2017
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Forward Our understanding that there is a connection between employee satisfaction and customer satisfaction goes back at least to the Service Profit Chain Model. We have since come to understand that the connection runs. View Article.
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ijgolding
AUGUST 9, 2017
A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally. In other words, they ‘understand’ what CX is, but do not necessarily think that there is anything that they or their organisation need to do to continuously improve the way they manage CX and educate their people in INTE
GetFeedback
AUGUST 7, 2017
Customer support and customer success both focus on driving customer satisfaction and loyalty, just in different ways. But will they be different for long?
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.
Alida
AUGUST 9, 2017
More than 8,300 retail stores are expected to close all over North America in the next 12 months. And yet, according to Doug Stephens , founder of the consultancy Retail Prophet, brick-and-mortar stores still have an important role in business today. The number of stores that are expected to close in the next year, according to @RetailProphet. [link] #cxblindspot pic.twitter.com/xgMHhSlcDA. — Kelvin (KC) Claveria (@kcclaveria) August 3, 2017.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
AUGUST 9, 2017
I’m getting calls from very well-meaning business leaders lately. They are well-versed in many areas of business. Perhaps they were in marketing, or technology or operations. Or maybe they were responsible for the learning and development of thousands of employees. They have credentials and experience and are viewed as leaders of change in their organizations.
Kayako
AUGUST 10, 2017
You finally send off an email that answers all your customer’s questions. But before you can congratulate yourself with a pat on the shoulder, they’ve replied with a dozen more queries. Or even worse, they’ve – inexplicably – become angry! Don’t they understand what you meant? Don’t they get you’ve got more customers to deal with? Unfortunately, the answer to both questions is often ‘no’.
GetFeedback
AUGUST 7, 2017
Customer support and customer success both focus on driving customer satisfaction and loyalty, just in different ways. But will they be different for long?
InMoment XI
AUGUST 7, 2017
Editor’s Note: This is an except from an article on MarTech Today. To read the full article, click here. Researchers have discovered that consumers make different choices when they choose via different means. For instance, people ordering food through a tablet or by writing it down tend to make healthier choices. When they order verbally, View Article.
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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.
Heart of the Customer
AUGUST 7, 2017
I met Beth Berg—a customer experience researcher—at a journey mapping round table at this year’s CXPA Insight Exchange, and really enjoyed her approach. So, I invited her to get together and discuss her approach, and she agreed. First, tell us a little bit about yourself and your work. My area of expertise is bringing the […]. The post Bringing the Voice of the Customer into CX Design – and Interview with Beth Berg appeared first on Heart of the Customer.
Experience Matters
AUGUST 7, 2017
We just published a Temkin Group report, Infusing Culture Throughout The New Employee Journey. Here’s the executive summary: A company’s culture reflects the attitudes and behaviors of its employees and influences almost every aspect of the employee journey and experience. However, despite its importance, many companies fail to orient new employees to their culture during onboarding.
Customer Bliss
AUGUST 10, 2017
I have a friend who works in marketing. Even though the normal way we think about marketing involves everything being branded and polished, she says — and I mostly agree — that some of the best marketing “leans into the skid.” What does that mean? Well, your brand probably isn’t perfect. It has flaws and it makes mistakes.
InMoment XI
AUGUST 7, 2017
Editor’s Note: This is an except from an article on MarTech Today. To read the full article, click here. Researchers have discovered that consumers make different choices when they choose via different means. For instance, people ordering food through a tablet or by writing it down tend to make healthier choices.
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Alida
AUGUST 10, 2017
Everyone working in customer experience (CX) wants to know if their time and resources are well spent. CX can be a messy space , full of different beliefs and potential paths to follow. At the same time, CX has to compete with other departments for resources. To earn credibility and influence in the organization and get more resources, CX departments need to prove their worth.
CX Journey
AUGUST 8, 2017
Image courtesy of Pixabay I originally wrote today's post for Clicktools. It appeared on their blog on December 30, 2016. How well have you thought out your candidate experience? Is it designed to attract or to frustrate? Do your candidates sing your praises, or do they regret the day their resumes crossed into your inbox? Do they feel like they've thrown their resumes into a sea of other candidates, waiting patiently for a response from your recruiter or the hiring manager, only for that respon
Customer Bliss
AUGUST 8, 2017
Episode Overview. Stephen has held senior executive roles in marketing, customer growth, distribution, or product with Barclays, AMP, Frizzell, Berkeley Berry Birch, and Standard Life. The latter is the UK’s largest pensions and investment company. Stephen was there for about nine years total (4 in a CX-type senior role) but recently left — and we do cover that in the podcast.
Beyond Philosophy
AUGUST 9, 2017
A Canadian food chain Iq Food Co. is like most of the others. It has an assortment of food choices ranging from snacks to meals and even coffee and tea. But if you want to buy anything at their soon-to-be eleven locations, your money is no good there—quite literally. Iq Food Co. does not take cash. The restaurant’s founder Alan Bekerman said it was one less thing to think about when he made the decision back in February 2016.
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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?
Michelli Experience
AUGUST 9, 2017
__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. The post {Infographic} Differentiation Strategy: Flying on Segmentation, Experience Design, & Relevant Messaging appeared first on Joseph Michelli.
Wired and Dangerous
AUGUST 7, 2017
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 dew drops everywhere. The next morning the web was gone without a trace. But, nearby was a brand new elegant web spread between two trees. A friend was checking out of a Ritz-Carlton hotel early one morning.
Joe Rawlinson
AUGUST 9, 2017
Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5 percent are delivering average service and 39.6 percent are lagging or falling behind today’s customer service trends.
Win the Customer
AUGUST 7, 2017
In today’s world, more and more small business owners are realizing that they need to develop substantive, savvy online marketing strategies. In addition to optimizing conversion rates, taking this course of action can make the brand more influential and cutting edge. Below you’ll find just five of many strategies you can implement to make your web-based efforts sophisticated and successful: Pay-Per-Click Advertising.
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
AUGUST 8, 2017
There must be something wrong with me. I am generally content with my airline experiences and I have a lot of them. I’ve also been willing to forgive many of the service breakdowns I’ve experienced as a traveler – as long as I can get to my venue safely and in advance of the time I actually need to arrive (not necessarily what it says on my itinerary).
Influitive
AUGUST 11, 2017
Here’s the major problem with today’s content marketing landscape: most of the time, people who write content are totally out of touch with the people who actually read the content. That is why Sujan Patel is a total breath of fresh air. He’s not afraid to get his hands dirty and find clever ways to.
ShepHyken
AUGUST 11, 2017
This week we feature an article by Borge Hald who writes about the importance of being a customer obsessed company and how it is the key to success. We need to obsess about creating such an amazing customer experience that our customers will want to do business with us and nobody else. – Shep Hyken. In a recent letter to shareholders that went viral, Amazon CEO Jeff Bezos talked about customer obsession and its criticality to remaining a Day 1 company.
CustomerGauge
AUGUST 7, 2017
As your company grows, so does the diversity and backgrounds of your expanding customer base. Many companies struggle to adapt to a “think globally, act locally, market strategically” approach to their Net Promoter System® and customer experience (CX) program. In the article “The 10 Habits of Customer-Centric Organizations in the Age of Digital Business”, Gartner […].
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ReviewTrackers
AUGUST 11, 2017
Online reviews and public feedback from other patients are an important research tool for healthcare consumers. . According to Software Advice , 62 percent read online reviews as the first step to finding a new doctor or physician in 2016. That is up from 25 percent of patients in 2013. Indeed, more patients than ever are turning to the many sources of information online (reviews being one of the most important) in order to research and find healthcare providers.
Customers That Stick
AUGUST 7, 2017
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ShepHyken
AUGUST 8, 2017
Gadi Shamia Discusses the Latest Trends in Customer Service and How to Create a Better Experience. How can you use technology to create a better experience for your customers? Shep Hyken interviews Gadi Shamia, COO of Talkdesk, about how you can improve your customer service. First Up: Shep Hyken’s opening comments discuss the company Talkdesk, their upcoming roadshow , and how to improve your customers’ experiences.
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