InMoment XI
AUGUST 31, 2015
As a people we are obsessed with metrics. In our professional lives we fret over revenue, gross profit, contribution margin, market share, sales efficiency, churn, and countless other behavioral and financial measures. In our personal lives we perseverate on our BMI, our blood pressure, weight, HDL, and heart rate. We carry devices in our pockets.
Vonage
SEPTEMBER 3, 2015
Marc Benioff is a tech geek, a communications expert, an inspirational speaker and a philanthropist. Arguably, the real secret to his success is his ability to communicate. Anyone who’s been to Dreamforce will know exactly what I mean. He’s a natural showman and kicked off last year’s Dreamforce with a traditional Hawaiian blessing, along with a surprise performance from the Beach Boys.
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Steve DiGioia
AUGUST 31, 2015
This original article was written by Steve DiGioia. Much has been said and written about the “ secret to customer service ”. Do this, don’t do that. Customers want this and don’t like it when you do that. Many offer some great, and probably very useful, ideas that will fix the issues of service. Well, I don’t know about “the secret” but here are my rules to end bad customer service. 1 ► If you can’t relate in a pleasant professional manner with people that want to giv
Kayako
SEPTEMBER 3, 2015
We set ourselves an ambitious goal of building the first successful monthly industry webinar series. Here’s the story of how we got started, and what we learned from running our first webinar. Webinars are a great way to get a lot of information across in a relatively short space of time and have the added benefit of being able to ask your questions live to the speakers.
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.
InMoment XI
SEPTEMBER 1, 2015
This article is part one of six in our ‘Taking the Mystery out of Mystery Shopping’ series by Nicholas Mercurio. I’ve got an unfortunate truth to share with moms, dads, CEO’s, CX stakeholders, and front-line managers alike. Despite your best efforts at duplicating yourself, no matter how hard you try, you simply can’t be.
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
SEPTEMBER 1, 2015
My husband Jason and I recently took a short trip to Sturgeon Bay, Wisconsin, a favorite childhood destination of mine, just to unwind after several chaotic weeks of packing and moving across the city. We were seriously beat, and looking for something much more low-key than our usual trip to a theme park. We just wanted […]. The post Do WE Belong?
ijgolding
SEPTEMBER 2, 2015
Some say that I am easily confused! So it may come as no surprise that I should write a blog post with a rather confusing headline. On the one hand I am referring to a well known brand as ‘the world’s largest’ and on the other, I am asking whether or not they have changed. If a brand is the world’s largest, why would it even need to change?
InMoment XI
AUGUST 31, 2015
As a people we are obsessed with metrics. In our professional lives we fret over revenue, gross profit, contribution margin, market share, sales efficiency, churn, and countless other behavioral and financial measures. In our personal lives we perseverate on our BMI, our blood pressure, weight, HDL, and heart rate. We carry devices in our pockets.
Experience Matters
AUGUST 31, 2015
We just published a Temkin Group data snapshot, Channel Preferences and Cross-Channel Activity Benchmark, 2015. The research examines consumer preferences for using different channels for completing common tasks as well as the frequency of several cross-channel interactions. Here’s the executive summary: In Q3 2015, we surveyed 10,000 U.S. consumers about their channel preferences for performing 11 different activities—such as selecting a life insurance policy or applying for a new credit
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Steve DiGioia
SEPTEMBER 3, 2015
on Hospitality Academy.net This original article was written by Steve DiGioia. Today’s media can sometimes be so impersonal. Bland letters on a screen, maybe spiced-up with a photo or two to entice you to visit the site or read an article. The author hopes to convey his/her thoughts and ideals through black letters on a screen. Sometimes it works, and sometimes it doesn’t.
CX Journey
SEPTEMBER 1, 2015
Image courtesy of interestedbystandr I originally wrote today's post for Intradiem. It appeared on their blog on March 19, 2015. "Treat employees better than customers." What? Isn't that sacrilegious? There's a huge debate in life: what came first, the chicken or the egg? In business, the debate is: who comes first, the customer or the employee? The answer is more obvious than it might seem: it must be the employee, even if it's just slightly more first than customers.
InMoment XI
AUGUST 31, 2015
As a people we are obsessed with metrics. In our professional lives we fret over revenue, gross profit, contribution margin, market share, sales efficiency, churn, and countless other behavioral and financial measures. In our personal lives we perseverate on our BMI, our blood pressure, weight, HDL, and heart rate. We carry devices in our pockets.
Experience Matters
SEPTEMBER 1, 2015
Are you proud of your organization’s customer experience efforts? Submit a nomination by October 23rd for Temkin Group’s 2015 CX Excellence Award.
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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
SEPTEMBER 3, 2015
The lens for making decisions varies by leader. Each has a different definition of how well the company is growing. They measure it by their own internal deliverables and metrics. This creates confusion for employees and that confusion results in the random and inconsistent treatment customers receive. Without a conversation that unites leaders in what I call their operational ‘code of conduct’ for how the company will and will not grow, employees don’t have a clear road map for how to steer the
AskNicely
SEPTEMBER 3, 2015
Hey Big Seller! Is your BigCommerce store selling squillions of products each month? With a couple of clicks, you can measure customer happiness of every order. Our new Bigcommerce app , automatically sends a Net Promoter Score (NPS) survey to customers just after their goods have been delivered. It’s (almost) effortless, and AskNicely takes care of everything including, making sure customers are not surveyed too often and alerting you if something has gone wrong (before the customer jumps
Michelli Experience
AUGUST 31, 2015
Customer service is about transactions that fulfill a stated consumer need! Customer experience delivery, however, is more than fulfilling a transactional need. Loyalty-building experiences often involve caring for a customer by doing something unexpected. I can think of no better example of the distinction between service and experience excellence than an example from Capital One.
Uniphore
AUGUST 30, 2015
More than a third of consumers would gladly live without electricity for a week if the alternative was to live without their smartphones, found a Cisco study. It’s understandable. As WDS points out, every mobile device is an “omni channel platform with voice, email, web chat, video chat, SMS and social media capabilities”. Read More.
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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?
Kristina Evey
AUGUST 31, 2015
Customer service skills are a critical component of the overall customer experience. This episode lays out the steps you need to ensure your staff displays the best customer service skills possible. Customer service skills are a critical component of the overall customer experience. This episode lays out the steps you need to ensure your staff displays the best customer service skills possible.
Customers That Stick
SEPTEMBER 3, 2015
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Beyond Philosophy
SEPTEMBER 4, 2015
Customer Experience (CX) is a journey, not a destination. The status quo for what makes a great CX is always changing, and soon the bar is raised, forcing everyone to take it to the next level. Depending where you are on your CX journey, you might be left behind if you aren’t constantly examining your results and don’t keep pushing for the next level.
Heart of the Customer
SEPTEMBER 2, 2015
I was talking with a call center manager who made a startling comment: “We have some problems with our website. But we deliberately don’t fix them. That way, our customers call us and we can fix their problems and delight them.” Wow. This was one of those situations where I wasn’t really sure how to […]. The post Put an End to Customer Frustration and Build Real Loyalty appeared first on Heart of the Customer.
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.
Wired and Dangerous
AUGUST 31, 2015
Laura Goodrich wrote a great book called, “Seeing Red Cars.” The premise is simple. Once you buy a red car, all of a sudden, red cars seemed to be everywhere. There is ancient adage that communicates a similar sentiment: “Before I owned shoes, I did not know of leather. Now, the whole world is covered with leather.” Goodrich states, “An intentional focus on what you want rather than on what you’re trying to avoid turns insight into actions and actions into breakthrough results.”.
ClearAction
AUGUST 29, 2015
3 Types of Customer Experience Action Essential to ROI. Most things in life need ALL their ingredients to function as intended. Miss the eggs in a cake recipe, forget earbuds for your iPod nano, omit the submit button on a form, arrive at an airport without your luggage, get no sleep in a 24-hour period — you get the picture. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop.
iPerceptions
SEPTEMBER 3, 2015
There are many weapons in the digital marketer’s arsenal but few are as promising as retargeting. The beauty of retargeting is the ability to stay top of mind with your site visitors. Nearly all visitors leave a site without some form of desired action: the average conversion rate for a website is around 2 percent. Retargeting addresses this problem by attracting visitors back to the site with the goal of converting them.
OpinionLab
AUGUST 31, 2015
When did listening to customers become so complicated? Asking your customers what they thought about your brand used to be pretty easy. Easy for you , at least, because you defined the “when”, “where” and “how”. If you wanted your customer’s perspective on your website, you picked a random sample of visitors and popped up a feedback survey. To get an idea of how your store experience was perceived by your customers, it was easy to add a survey link to your store receipt.
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PeopleMetrics
SEPTEMBER 1, 2015
In case you missed it, The New York Times recently published a tell-all exposé about Amazon’s corporate culture. The short of it: Amazon is a competitive, punishing, often-cruel workplace. People cry at their desks, sometimes past midnight. And worse things happen too. Jeff Bezos sent a message to staff , asking them to read the Times article, saying he didn’t “recognize this Amazon,” and he hoped they didn’t either.
Beyond Philosophy
SEPTEMBER 1, 2015
Amazon is in some hot water right now. The New York Times article appearing last Saturday has many people wondering if Amazon is the company they thought it was. The article in the NY Times tells a story of an employee culture where workers are never off the clock. (Oh dear! Welcome to corporate America, I say!) People are apparently expected to work all the time.
Forrester
AUGUST 31, 2015
With recent drops in global stock markets and all eyes on China's economy, the timing of the China CX Index report couldn't be more serendipitous. While customer experience (CX) most likely doesn't have a direct impact on all this sudden share volatility, our research shows that there is a strong correlation between CX and revenue growth. Forrester' s Business Technographics research shows that CX improvement is a growing priority for companies in China: 70% of tech and business decision mak
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