InMoment XI
AUGUST 26, 2015
Many companies treat Customer Journey Mapping (CJM) as a major undertaking, and for good reason. For those who have never done CJM, a first-time journey map can provide valuable insight into how customers experience the brand. It brings employees across the enterprise to a greater awareness of customer needs. It highlights major customer pain points.
Kerry Bodine
AUGUST 24, 2015
In order to transform your customer experience, you need to change employee behavior. But how can you encourage the right types of behavior? Two awards will help. The Above & Beyond Award: When a customer contacts your company with a problem, you want employees to fix it as quickly as possible. Depending on the nature of the problem, that might mean doing tasks that aren’t in their official job descriptions, staying overtime, or going on what feels like an organizational scavenger hunt.
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Experience Investigators by 360Connext
AUGUST 24, 2015
Did you know that by 2016, 89% of companies will compete mainly by the customer experience they provide? Are you preparing your customer experience strategy for this? Your survey data and customer dashboards only tell part of the story. The last quarter of the year is the perfect time to set your customer experience strategy up […]. The post Get Your Experience Strategy Ready for the 4th Quarter!
Steve DiGioia
AUGUST 27, 2015
it's really easy This original article was written by Steve DiGioia. One day a man was walking along the beach when he noticed a boy picking something up and gently throwing it into the ocean. Approaching the boy, he asked, “What are you doing?” The youth replied, throwing starfish back into the ocean. “The surf is up and the tide is going out. If I don’t throw them back, they’ll die.”.
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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 26, 2015
Many companies treat Customer Journey Mapping (CJM) as a major undertaking, and for good reason. For those who have never done CJM, a first-time journey map can provide valuable insight into how customers experience the brand. It brings employees across the enterprise to a greater awareness of customer needs. It highlights major customer pain points.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ijgolding
AUGUST 25, 2015
I am often asked how I find so much to write about on the subject of Customer Experience. Happily and sadly too many organisations make it very easy. So many of us experience great things (less so) and awful things (too often) on a regular basis, that I am inundated with stories that bring to life the effect (good, bad or indifferent) that Customer Experiences really do have.
Steve DiGioia
AUGUST 24, 2015
and you want me to pay $5 for this? This original article was written by Steve DiGioia. I remember the days, and they weren’t that long ago, when you could stop into any diner or coffee shop and ask for a “regular or light & sweet” and have the coffee prepared perfectly and placed in front of you within 15 seconds. Now, the local coffee shop has been replaced with the superstar coffee shops that have every imaginable named version of burnt coffee that costs $5 each.
InMoment XI
AUGUST 26, 2015
Many companies treat Customer Journey Mapping (CJM) as a major undertaking, and for good reason. For those who have never done CJM, a first-time journey map can provide valuable insight into how customers experience the brand. It brings employees across the enterprise to a greater awareness of customer needs. It highlights major customer pain points.
Kayako
AUGUST 25, 2015
Scaling up your customer support team means you not only need to hire more staff to handle the increase in volume, but you’ll also want to measure performance and results from your current team, to ensure they’re working efficiently and to their full potential. Speed is easy to manage and measure. So, a lot of managers tend to default to only using this, to track how long it takes for a team member to respond to a customer enquiry, also known as average handle time (AHT).
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C3Centricity
AUGUST 23, 2015
Posts which include quotes are amongst the most shared on social media. Everyone seems to love them. This is because they are short, simple and often inspiring. They also usually fit conveniently into the 140 word limit of Twitter posts. C³Centricity is no exception; our marketing quote posts are always the most popular, year after year. [.]. The post How to Use Marketing Quotes to Inspire and Catalyse Action appeared first on C3Centricity.
Customer Bliss
AUGUST 25, 2015
When you deliver a reliable experience, you earn the right to your customers’ story through word of mouth. And your customers will come back because they want to have your experience again. There are three repeated customer experience points that customers talk about through social media. When the three are delivered consistently, they earn you the right to new customer growth without the acquisition cost, plus organic growth from your existing customers.
InMoment XI
AUGUST 25, 2015
During her time as Sr. Director of Strategic Research Services at MaritzCX, Funda Whitaker has learned a lot about what helps companies make great customer experience programs. She designs research projects that will give clients the information they need on what exactly their CX programs need. One of the most important things that all CX programs. View Article.
Kayako
AUGUST 27, 2015
It’s unfortunate to see just how much customer support learning depends on one-off inductions. There’s a lot to learn after orientation. As anyone who ever sat through a college lecture knows, the real learning starts when the lesson ends. There are quite a few things that limit the value of lesson-based training sessions: it’s a form of passive learning; it’s usually tailored to a group rather than an individual; and it doesn’t happen regularly.
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 24, 2015
The size of a customer service department is, of course, directly related to the size of the business it is serving. A small company with only a limited number of customers will not have the same demands as a large one serving millions of people. For the latter, it can become a costly operation to [.
Customer Bliss
AUGUST 27, 2015
“Customer Culture” is talked about by many leaders but misunderstood by most organizations. That is because it is spoken of as a concept, rather than attached to the deliberate behavior and consideration of customers’ lives. The role of the Chief Customer is to work with leaders to unite behavior and provide proof to the organization that the leadership team is committed to driving growth by improving customers’ lives.
InMoment XI
AUGUST 25, 2015
During her time as Sr. Director of Strategic Research Services at MaritzCX, Funda Whitaker has learned a lot about what helps companies make great customer experience programs. She designs research projects that will give clients the information they need on what exactly their CX programs need. One of the most important things that all CX programs.
CX Journey
AUGUST 28, 2015
Image courtesy of myfrozenlife Think about the things that you're doing to transform your organization and your customer experience. Are you doing busy work? Or are you doing real work? Today's post is inspired by this quote from Thomas Edison: Being busy does not always mean real work. The object of all work is production or accomplishment and to either of these ends there must be forethought, system, planning, intelligence, and honest purpose, as well as perspiration.
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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 26, 2015
This episode focuses on the ROI of the Customer Experience using real world examples. Using the lifetime value of your customer is extremely important for everyone within your organization. If you don’t know your average lifetime customer value, I’ll walk you through how to determine that number here and what it can bring or cost your company.
Beyond Philosophy
AUGUST 25, 2015
Performance reviews are part of most employer/employee relationships. However, recent developments show that improving employee experience involves finding new ways to give employees feedback to improve motivation and success. Annual reviews are likely to get a resigned sigh out of most managers. After a less than insightful review, most employees might sigh as well.
InMoment XI
AUGUST 25, 2015
During her time as Sr. Director of Strategic Research Services at MaritzCX, Funda Whitaker has learned a lot about what helps companies make great customer experience programs. She designs research projects that will give clients the information they need on what exactly their CX programs need. One of the most important things that all CX programs.
Uniphore
AUGUST 26, 2015
It’s been a few decades since business started being a “thing”. Modern life is challenging us to have a full social, family, personal and healthy life while fulfilling ourselves professionally. People do everything they can to multitask, including online shopping from the bathroom , reports the Washington Post. Read More.
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Kerry Bodine
AUGUST 26, 2015
Smartwatch apps don’t have to mirror the functionality of their phone and tablet counterparts to be useful. In fact, apps that try to do it all on a miniscule device with limited input mechanisms end up cluttered, frustrating, and forgotten. Unfortunately for brands, user expectations don’t automatically align with device constraints. When we partnered with AnswerLab to study how people use (and want to use) smartwatches, we diagnosed a serious case of app apathy.
C3Centricity
AUGUST 23, 2015
Posts which include quotes are amongst the most shared on social media. Everyone seems to love them. This is because they are short, simple and often inspiring. They also usually fit conveniently into the 140 word limit of Twitter posts. C³Centricity is no exception; our marketing quote posts are always the most popular, year after year. In fact it has become something of a tradition to share a post of the recent and most inspiring marketing quotes during the Summer and Winter vacation breaks.
Wired and Dangerous
AUGUST 24, 2015
The food bank near my home was depending on me for help distributing food. It meant being there on time to set up. But, I got behind a slow car on a two-lane highway in a mountainous area. I was the seventh car in this creeping motorcade for miles. I wished my state had laws that required vehicles to pull over if followed closely by four or more vehicles.
Esteban Kolsky
AUGUST 26, 2015
Yes. I gave in to the dark side… the title is a little link-baitish… I will admit that. But, there is good content (and they are videos) associated with it. Here is the scoop… A couple of years ago I started working with a large number of brands on their approach to mobile customer service. We tried, experimented, tested different things and in the process I came up with a nifty little model for adoption of mobile customer service which I have been improving ever since.
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.
Velaro
AUGUST 25, 2015
Live chat software can help you improve customer satisfaction, by reducing wait times and personalizing interactions with your customers, for instance. As more customers turn to online shopping, occasionally reviewing and refreshing your online customer support practices is a good idea. First and foremost in delivering online customer service is live chat software.
C3Centricity
AUGUST 23, 2015
Posts which include quotes are amongst the most shared on social media. Everyone seems to love them. This is because they are short, simple and often inspiring. They also usually fit conveniently into the 140 word limit of Twitter posts. C³Centricity is no exception; our marketing quote posts are always the most popular, year after year. In fact it has become something of a tradition to share a post of the recent and most inspiring marketing quotes during the Summer and Winter vacation breaks.
iPerceptions
AUGUST 27, 2015
The mobile phone has transformed the world. We are now connected like never before with smart phones becoming our main gateway to the internet and the world. According to eMarketer, there will be over 30 million mobile-only internet users by 2016. Not only are more of us connecting to the internet via our phones but ComScore reported that mobile platforms – smart phones and tablets – accounted for 60 percent of total digital media time spent.
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