Experience Matters

OCTOBER 30, 2017

CVS made an offer to buy Aetna for more than $66 billion. While there may be a lot of value in a combined company’s increase in power in drug distribution, what might this healthcare vertical integration mean for customer experience? My take: CVS and Aetna have totally different relationships with consumers. One lures in consumers for individual retail transactions and an intermittent set of pharmacy interactions, while the other has an annual contractual relationship that often deals with

Healthcare 300

Healthcare Retail Consumers Groups 300

CX Journey

NOVEMBER 1, 2017

Image courtesy of Pixabay Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking." Culture is such an important part of your business. It's really the foundation of the organization. I've previously defined culture as the set of values and norms that guides how the business operates; culture happens when we operationalize the values.

Culture 233

Culture Policies Metrics Leadership 233

Comm100

OCTOBER 30, 2017

Christmas is coming, and in the spirit of the season of giving, it’s a great time to show your customers how much you care about them with a gift or token of your appreciation. While it’s a wonderful thing to try to show you care, too many businesses miss the mark by buying gifts for customers that are boring, bland or thoughtless – think corporate personalized pens, coffee mugs or gift cards.

Fashion 209

Fashion eBook Social Media Customers 209

InMoment XI

NOVEMBER 2, 2017

June 29, 2007 changed the CX industry. Any guess as to the product introduced a little over 10 years ago that has had a profound impact on not only the research industry, but human behavior overall? If you need a hint, there is a good chance it may have woken you up this morning. It’s. View Article.

Survey 200

Survey Industry 200

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.

Data

Kayako

NOVEMBER 1, 2017

A few weeks ago, my cable bill came and it was more than I expected. I tried to figure out why, but eventually I needed to chat with the service team of a certain notorious cable company. I thought live chat would be the easiest way to get information on the extra charges. It wasn’t. Impersonal, inattentive, and inefficient – a study in all the things that customer service shouldn’t be.

Chatbots 213

Chatbots Social Media Competitive Advantage Consumers 213

Experience Matters

NOVEMBER 3, 2017

As you hopefully already know, Temkin Group has labeled 2017, The Year of Purpose. We want to raise awareness to the relatively untapped power of purpose. So I was thrilled to see the AARP Purpose Prize™, which recognizes outstanding work by people age 50 and over that is focused on advancing social good. Here are the five winners, I urge you to read the links to each of their stories: Cynthia Barnett, founder and CEO, Amazing Girls Science Retired high school administrator Barnett was disappoin

Groups 163

Groups Technology Customer Experience Customers 163

InMoment XI

OCTOBER 31, 2017

Halloween night 2007 was the perfect Halloween. I was old enough to go trick or treating without an adult, but young enough to not have my neighbors wonder why I was still asking for candy. My younger siblings were in bed being too little to join in on the candy collecting festivities of the evening. View Article.

Customer Experience 200

Customer Experience Customers 200

GetFeedback

OCTOBER 30, 2017

GetFeedback Text Analytics examines open-ended feedback in real time and surfaces the keywords and phrases that matter most, so you can spot trends faster.

Analytics 150

Analytics Trends Feedback 150

NICE inContact

NOVEMBER 1, 2017

You’ve invested a significant amount of time and energy to hire highly skilled contact center agents, and you’ve invested a lot of money in the technology they use to handle calls/inquiries, so what is missing? Why aren’t you seeing the results you’d like in the customer experience space? If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center.

Self Service 0

Self Service Contact Center Average Handle Time Call Center 0

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Customers

Experience Matters

NOVEMBER 1, 2017

We publish an annual report that examines what consumers do after a good or bad experience. So we decided to do that same type of analysis to examine how IT decision makers in large North American organizations respond to a good or bad experience with a tech vendor. As you can see in the chart below: Most share feedback inside their company. After both a very good or very bad experiences, the top thing that IT decision makers do is to tell their colleagues within their company.

B2B 150

B2B Feedback Analysis Report 150

InMoment XI

OCTOBER 31, 2017

Halloween night 2007 was the perfect Halloween. I was old enough to go trick or treating without an adult, but young enough to not have my neighbors wonder why I was still asking for candy. My younger siblings were in bed being too little to join in on the candy collecting festivities of the evening.

Customer Experience 210

Customer Experience Customers 210

Comm100

NOVEMBER 2, 2017

It was a Friday afternoon and Rodrigo, my Uber ride, was pulling up in a black Chevrolet Onix. Like the other times I had used the controversial cab service , I popped him a smile and a casual greeting as I swung into the back seat of his car. “Candy?” Rodrigo offered me as he started driving. He nodded towards the cup holder, which held at least ten colorful lozenges.

Customer Satisfaction 156

Customer Satisfaction Survey Feedback Tips 156

NICE inContact

NOVEMBER 1, 2017

You’ve invested a significant amount of time and energy to hire highly skilled contact center agents, and you’ve invested a lot of money in the technology they use to handle calls/inquiries, so what is missing? Why aren’t you seeing the results you’d like in the customer experience space? If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center.

Self Service 149

Self Service Contact Center Average Handle Time Call Center 149

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Communication

Uniphore

NOVEMBER 2, 2017

More and more customers are choosing to use low friction channels as their point of contact for customer service. Chat, which includes automated chatbots and interfaces to chat with live agents, is perhaps the most suitable of all such channels. Read More.

Chatbots 154

Chatbots Customers Customer Service 154

InMoment XI

NOVEMBER 2, 2017

June 29, 2007 changed the CX industry. Any guess as to the product introduced a little over 10 years ago that has had a profound impact on not only the research industry, but human behavior overall? If you need a hint, there is a good chance it may have woken you up this morning. It’s.

Survey 140

Survey Industry 140

mopinion

NOVEMBER 2, 2017

When I think of user onboarding, I am always reminded of the famous ‘IKEA effect’. Those of you have endured the emotional rollercoaster that comes with assembling an IKEA wardrobe or nightstand, you might already have an idea of where I’m going with this. The IKEA effect is defined as the effect ‘where you assign […]. The post User Feedback: The Secret to Successful User Onboarding appeared first on Mopinion.

Feedback 157

Feedback 157

Provide Support

NOVEMBER 1, 2017

5 Reasons Unhappy Customers Don’t Complain. The times when customer complaints were seen as a distraction that should be eliminated are over. Most businesses today understand that complaints are a valuable source of information. In fact, there might be no better way to collect direct feedback from your customers. A complaint not only shows what and where went wrong, whether it’s a problem with your product, service, customer support or internal processes.

Financial 148

Financial Feedback Study Customers 148

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Customer Experience

C3Centricity

OCTOBER 29, 2017

I’ve just returned from a speaking invitation in Las Vegas. It was an incredible Symposium run by Sitecore and I was blown away by the importance placed on customer centricity during the whole event! From the opening keynote by Sitecore’s new CEO Mark Frost , to the second-day keynote by Kirsten Newbold-Knip p from Gartner, everyone in this tech and data heavy conference understood that data is only as good as the use you put to it.

Customer Centricity 120

Customer Centricity Customers Customer Journeys Groups 120

Customer Bliss

OCTOBER 31, 2017

Episode Overview. In today’s show with Anne Witherspoon, we learn that sometimes implementing customer experience efforts has to start as a grassroots engagement across the organization. We discuss the skills and approach you need to build a customer experience program and its baseline foundation. Plus, Anne shares the strategy and game plan that helped her succeed in this role.

Customer Experience 0

Customer Experience Chief Customer Officer Analysis Communication 0

Alida

NOVEMBER 2, 2017

The post-purchase experience is mediocre at best for most consumers, and it’s a missed opportunity for your brand. The CMO Council’s recent report , Elevate What Consumers Appreciate , found that while most brands identify enhancing the product ownership experience as a key differentiator, there’s a significant gap in their efforts to take advantage of post-purchase revenue, profit and relationship-building opportunities.

Company 124

Company Retail Automotive Ecommerce 124

ClearAction

NOVEMBER 3, 2017

Is Operations Involved in Customer Experience? Lynn Hunsaker. How would you like to reduce customer churn by 27%, increase Net Promoter Score TM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? This progress was achieved by engaging employees company-wide in coordinating customer-focused improvements across Operations, Marketing, Service and other functional areas.

Customer Experience 119

Customer Experience Net Promoter Score B2B Study 119

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.

Retail

Truthlab

OCTOBER 31, 2017

Reading Time: 2 minutes If you’re not spooked by zombies, vampires or ghosts, then you might get a fright from common UX design mistakes that can seriously impact the customer experience. Help your audience by avoiding these five chilling design mistakes: Falling in love with a solution All too often designers seek solutions to problems without adequately assessing and […].

Customer Experience 119

Customer Experience Customers Customer Experience Design 119

Customer Bliss

NOVEMBER 3, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so.

Chief Customer Officer 118

Chief Customer Officer Leadership Advertising Culture 118

Michelli Experience

NOVEMBER 2, 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} Small is the new Big: Customer Experience Excellence One Opportunity at a Time appeared first on Joseph Michelli.

Infographics 113

Infographics Customer Experience Consulting Customers 113

Comm100

NOVEMBER 3, 2017

Introduction. Social media is chaotic, but your social media team shouldn’t be! In order for your social media strategy to work, it’s important that your team be onboard with what you are trying to achieve, and have the knowledge and resources to help you achieve it. The problem is that social media is such a broad topic, and an effective social media team comes from a variety of knowledge levels and backgrounds.

Social Media 112

Social Media Course Training Marketing 112

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Beyond Philosophy

OCTOBER 30, 2017

Would you like to learn golf from a hall of famer? How about baking some French macarons at Le Cordon Bleu in Paris? Hotel chains, worried about competition from Airbnb , are rolling out these and other special experiences for their best rewards customers. Marriott’s master class program currently offers a chance to skipper an America’s Cup yacht in San Diego, and past offerings have included a clinic with an NBA star and golf lessons with a hall of famer.

Hotels 127

Hotels Travel Rewards Programs Loyalty 127

Horizon CX

NOVEMBER 3, 2017

This guest blog written by Rae Steinbach was submitted to me by David Mizne, chief contributor and editor of the award winning 15Five Blog. Rae is a graduate of Tufts University with a combined International Relations and Chinese degree. After spending time living and working abroad in China, she returned to NYC to pursue her career and continue curating quality content.

Communication 100

Communication How To Tips Travel 100

Uniphore

NOVEMBER 3, 2017

When it comes to providing the best customer service, there are certain skills that everyone staffing your contact center should possess. The following may seem basic for many but it is surprising to me how many times these basic skills are overlooked. More often than not, it is the people themselves who make the difference when it comes to an organizations ability to provide great customer service.

Customer Service Representative 100

Customer Service Representative Customer Service Contact Center Customers 100