InMoment XI
AUGUST 12, 2015
Running a modern customer experience (CX) program has come a long way in sophistication and effectiveness from the days of paper surveys, manual reporting, and delayed response to customer feedback. Today’s modern CX programs are integrated into the customer’s journey, leverage all available interaction channels, respond to customer input in real-time, and drive iterative improvement.
Kayako
AUGUST 13, 2015
Many companies face the same challenge with their customer support team: how to prevent the support staff from leaving. Common reasons for this boil down to burnout, the feeling of ineffectiveness and lack of accomplishment. Failure to successfully prevent these will lead in your support staff to be unhappy, dissatisfied with opportunities for personal growth and eventually want to leave the team altogether.
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Vonage
AUGUST 14, 2015
When I tasted the Greenwich Pizza ‘Garden Delight’ in the Philippines, my tastebuds got a shock! The pizza was covered with sweet tomato sauce and the cheese on top was cheddar. I’ve been eating pizza all my life. Pizza is made with tangy tomato sauce and should be covered with mozzarella cheese, right? Sweet sauce and cheddar is no way to make a pizza.
C3Centricity
AUGUST 9, 2015
Last week I spoke about five of the most important actions you can take when starting your journey to improved customer centricity. If you missed it, you can read the post here. It will make a good background to this week’s ideas and suggestions. In this post, I would like to continue to support your efforts with some [.]. The post Connect with Customers for World-Class Understanding: 4 “Free” Ways for Every Business appeared first on C3Centricity.
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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
AUGUST 10, 2015
Ingrid Lindberg shares three pieces of advice for people taking over customer experience roles. Ingrid has served as Chief Customer Officer of several large healthcare corporations and currently helps CXOs and others running customer experience programs throughout the country as a consultant and speaker. If you’re a CX pro, do you agree with Ingrid’s advice?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Vonage
AUGUST 11, 2015
Businesses can pour money into elaborate advertising campaigns, but poor customer service can undo all that hard work instantly. Excellent customer service can be as good (and often better) for your brand than a well-orchestrated PR campaign: get your customers to do the talking for you! Great service also determines whether your existing customers shop with you again and whether your potential customers get beyond just that – potential.
ijgolding
AUGUST 11, 2015
Energy companies. We all have to interact with them. It is difficult to find a consumer who likes them. In my daily dealings with friends, colleagues and clients, all too often the name of an energy business will creep in to the conversation – almost always in a negative context. Why is it that an industry that directly affects all of us and one that is heavily regulated with authorities supposedly protecting the interests of consumers/customers, is so often completely failing to deliver e
InMoment XI
AUGUST 11, 2015
I’ve got a bit of a rant today. It concerns me when those in the industry who should know better use bad data to make a point which is dubious at best. Watch the video to hear about a study I came across that purportedly proved that customers didn’t like the Tesla buying experience; when we.
Experience Investigators by 360Connext
AUGUST 11, 2015
A few weeks ago, I had the privilege of being invited to an event sponsored by Freshdesk as part of their Customer Happiness Tour. The intimate event was a chance to get to know customer experience leaders from brands in the Chicago area, as well as hear speakers from Zappos and Judson University. Happy to […]. The post Customer Happiness Lessons for Any Company, Courtesy of Zappos appeared first on Customer Experience Consulting.
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Steve DiGioia
AUGUST 13, 2015
what will keep them coming back? This original article was written by Steve DiGioia. Do you start off your interaction with every customer as if you plan on having their business for a long time? What would you do differently if you knew this one transaction will set the tone for all their potential future business? The next satisfied customer is the foundation of your long term success.
Who's Your Gladys?
AUGUST 12, 2015
While entrepreneurs and small businesses are constantly challenged with selection and pricing against larger operations, customer service is one place where they can differentiate themselves from their competitors. Using customer service as a marketing advantage is a smart strategy for small business. The post Don’t Let Your Customers Get Bitten: Customer Service and the Small Business appeared first on Who's Your Gladys?
InMoment XI
AUGUST 12, 2015
Running a modern customer experience (CX) program has come a long way in sophistication and effectiveness from the days of paper surveys, manual reporting, and delayed response to customer feedback. Today’s modern CX programs are integrated into the customer’s journey, leverage all available interaction channels, respond to customer input in real-time, and drive iterative improvement.
Kerry Bodine
AUGUST 13, 2015
It’s still seven months away, but I’m already getting excited for SXSW 2016. As you might know, I have a passion for customer journey mapping —and I want to share it in Austin! The team here at Kerry Bodine & Co. has proposed a SXSW workshop that will cover the mechanics of effective journey maps, why they’re mission critical, and how to get started using them in your organization.
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.
Experience Investigators by 360Connext
AUGUST 13, 2015
A common refrain in customer experience circles is that to deliver a winning experience, you first need to empower your employees. But does it work? And what does employee empowerment really mean? In an ideal world, employees are empowered to use their best judgment to resolve customer issues without needing to seek approvals, jump through […].
Customer Bliss
AUGUST 13, 2015
Leaders who ground the work of the journey map to customer asset growth are most successful because the two connect in storytelling. The story starts with Competency 1: ‘As a result of the experience we delivered to our customers in the last month or quarter or year (before annual planning) here is the growth or loss of our customer asset.’. And it continues with Competency 2: ‘ Now we will traverse across the journey stages to diagnose where we helped or hindered growth.’.
InMoment XI
AUGUST 12, 2015
Running a modern customer experience (CX) program has come a long way in sophistication and effectiveness from the days of paper surveys, manual reporting, and delayed response to customer feedback. Today’s modern CX programs are integrated into the customer’s journey, leverage all available interaction channels, respond to customer input in real-time, and drive iterative improvement.
Steve DiGioia
AUGUST 10, 2015
when can we stop these baloney sandwiches? This original article was written by Steve DiGioia. You know the drill…money is tight so your spouse tells you to not spend too much. No more $15 lunches, no more afternoon snacks from the corner store and those “sports magazines”…no more for a few months. Boy, what a way to start the week!
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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
AUGUST 11, 2015
Image courtesy of 10ch In the world of customer experience, what's the difference between outside-in and inside-out? Inside-out thinking means your focus is on processes, systems, tools, and products that are designed and implemented based on internal thinking and intuition. The customer's needs, jobs, and perspectives do not play a part in this type of thinking; they aren't taken into consideration.
Customer Bliss
AUGUST 11, 2015
The real transformational power in building a customer (and employee) journey map is to embed a new starting point for the work of the organization. Instead of starting with the silos, the journey gives you a frame to start with customers’ lives. Companies that transform how they grow and are deliberate about it, do so because they think about the people at the end of their decisions.
InMoment XI
AUGUST 11, 2015
I’ve got a bit of a rant today. It concerns me when those in the industry who should know better use bad data to make a point which is dubious at best. Watch the video to hear about a study I came across that purportedly proved that customers didn’t like the Tesla buying experience; when we. View Article.
Beyond Philosophy
AUGUST 12, 2015
Should I feel like this? New Research. Wouldn’t it be great to know exactly what your Customers were feeling when they experience your products or services? Well, that day has come a bit closer as a new study out of Cornell University discovers that the brain has certain codes that it uses to interpret our emotions. It turns out that these codes are not unique to the individual.
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CX Journey
AUGUST 13, 2015
Image courtesy of Culture Republic Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 9, 2015. Creating a customer journey map is an important first step when it comes to your customer experience transformation. Notice the word that I used a couple times in that sentence: "customer." So, it's no surprise, then, that the most important thing to do when mapping the customer journey is to do it from the customer's viewpoint, right?
Uniphore
AUGUST 11, 2015
Last week I called a financial institutional and ended up in their contact centre queue. I got the shock of my life when the IVR indicated that I had an anticipated 28 minute wait on hold before being able to talk to someone! Read More.
InMoment XI
AUGUST 11, 2015
I’ve got a bit of a rant today. It concerns me when those in the industry who should know better use bad data to make a point which is dubious at best. Watch the video to hear about a study I came across that purportedly proved that customers didn’t like the Tesla buying experience; when we.
Esteban Kolsky
AUGUST 11, 2015
Short post from my phone while I get the oil changed in my car. Yesterday I tweeted this. really well done, but with a scary ending: Machine Learning owned by Facebook… but really well done. https://t.co/3dN5Oo5EAW. — Esteban Kolsky (@ekolsky) August 10, 2015. I did some work and research on neural networks, artificial intelligence, machine learning and such back in my youth (early to mid 1980s).
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.
Joe Rawlinson
AUGUST 12, 2015
The University of Southern California defines consumer psychology as the study of how consumers are influenced by their environment about how they think, feel, reason and select between different brands, products and retailers. It’s humbling to think that emotions are the driving force behind sales instead of logic, but study after study shows spending happens more in a state of euphoria.
Kerry Bodine
AUGUST 12, 2015
How do smartwatch owners use their smartwatches? What are prospective buyers’ expectations? And how much value do these relatively new devices actually deliver? Last week I partnered with AnswerLab CEO Amy Buckner Chowdhry to present a webinar highlighting findings of our recent research into how well smartwatches live up to the hype. Below, I share answers to some of the questions that came up during the webinar.
InMoment XI
AUGUST 10, 2015
Ingrid Lindberg shares three pieces of advice for people taking over customer experience roles. Ingrid has served as Chief Customer Officer of several large healthcare corporations and currently helps CXOs and others running customer experience programs throughout the country as a consultant and speaker. If you’re a CX pro, do you agree with Ingrid’s advice?
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