InMoment XI
OCTOBER 22, 2015
I think we’re making the approach to Customer Experience too complex and it is making companies miss the obvious solutions. This weekend, I was trying to do business with a very large company. This company is one that has an executive with a decent sized team in charge of Customer Experience. I first attempted the.
Experience Matters
OCTOBER 20, 2015
We published a Temkin Group report, ROI of Customer Experience, 2015. This research shows that CX is highly correlated to loyalty across 20 industries. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. consumers that describes both their experiences with and their loyalty to 293 companies across 20 industries.
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Vonage
OCTOBER 20, 2015
Customer service is too often thought of as a necessary evil – something which you have to provide, but a service that’s not a priority when you’ve got 101 things on your mind. However, for SMBs – and businesses of any size for that matter – good customer service is key to growing. After all, if customers aren’t happy, they won’t come back. Here, we explain why good customer service is essential for growing your SMB – and how you can get it right.
Experience Investigators by 360Connext
OCTOBER 22, 2015
It’s not every day you solve a $50,000 problem. That’s what the customer service manager had just done. It was a billing issue that fooled the company’s CRM system into thinking a customer’s payment had been processed when it really hadn’t. Incredibly, the IT department was able to fix the issue in just a few […].
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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.
Kayako
OCTOBER 23, 2015
We’re giving away a ticket to UserConf San Francisco and copies of Sarah Hatter’s book The Customer Support Handbook. Don’t miss your chance to win this amazing prize! Read this post to find out how you can enter. We were recently joined by CoSupport founder, UserConf host, and all-round lovely lady Sarah Hatter for a webinar about common mistakes that support teams make.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Vonage
OCTOBER 22, 2015
Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0: Ten Critical Technologies to Transform Customer Engagement ’.
Steve DiGioia
OCTOBER 22, 2015
what sets you apart from the competition? This original article was written by Steve DiGioia. When I was just a young lad I remember when my mother bought her first car, a 1970 Ford Maverick. It was white with a red plaid “Landau” roof; just a fancy term for a car roof style with a layer of vinyl. Note: Remember years ago when all those monkeys were ripping off and eating the Landau roofs from the cars in Great Adventure Amusement Park in New Jersey?
Kayako
OCTOBER 20, 2015
Every company will tell you customers are their #1 priority, but few “walk the walk” when it comes to delivering the kind of remarkable service that keeps customers coming back for life. When I think back to my own experiences, only a few times have I truly been blown away by customer service and made to feel like a truly valued customer, instead of just another ticket that needs to be dealt with.
InMoment XI
OCTOBER 22, 2015
I think we’re making the approach to Customer Experience too complex, and it is making companies miss the obvious solutions. This weekend, I was trying to do business with a very large company. This company is one that has an executive with a decent sized team in charge of Customer Experience. I first attempted the.
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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.
Comm100
OCTOBER 23, 2015
We’ve all been there: a customer wants you to ship a product in a color that you’ve never even heard of before, or demands a refund for a subscription they’ve been enjoying for seven months already. While you want to help them to the best of your ability, you also know that fulfilling their demands could run your business into the ground. It’s a difficult situation, because common wisdom dictates that, “the customer is always right.”.
Steve DiGioia
OCTOBER 19, 2015
or "how to adapt to your customer's needs"? This original article was written by Steve DiGioia. Yes you heard right…my waiter got a $20 tip for just getting a cup of coffee for a guest. That’s pretty good, what secret trick did she do to make it happen? When I was an active Director of Banquets, I always told my staff that we must be flexible with what we offer our customers and how we offer it.
ijgolding
OCTOBER 19, 2015
Over the last few weeks, I am saddened to confirm that I have been on the receiving end of some shocking customer experiences. Only recently, I wrote a post describing my shambolic experiences in Zimbabwe and South Africa. Whilst many of the issues I faced were as a result of poorly designed and managed customer journeys and business processes, I was astounded at the lack of ability from most of the people I interacted with to EMPATHISE with the situations I found myself in.
InMoment XI
OCTOBER 22, 2015
I think we’re making the approach to Customer Experience too complex, and it is making companies miss the obvious solutions. This weekend, I was trying to do business with a very large company. This company is one that has an executive with a decent sized team in charge of Customer Experience. I first attempted the.
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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?
Uniphore
OCTOBER 19, 2015
The hottest trend in business today is what your call center is all about: extraordinary customer service. The writing is on the wall: By 2020, see fast resolution as their #1 need. Customer experience will make you or break you, but what exactly do you need to do to keep your customers satisfied? Read More.
CX Journey
OCTOBER 22, 2015
If you ever wanted to know a little more about me - and my leadership style and challenges - here's your chance. I was honored and thrilled when Jim Rembach invited me to join him for a chat on his FastLeader Show. I've known Jim for a few years; he's a great guy, and he knows his stuff. And he knows how to host a fun podcast. It was an energetic conversation from the moment we started!
Customer Bliss
OCTOBER 22, 2015
When your experience is unreliable, the most powerful way to grow will suffer: positive word of mouth. With social media becoming a shiny object, along with a lot of Customer Experience tactics, the tendency is to go out and implement the “wow” moments. But reliability has to come first – otherwise money spent on the “wow” is wasted investment.
InMoment XI
OCTOBER 21, 2015
It happens to all of us…a mud splash on the windshield, we turn a year older, an obstacle blocks our path, a life or death issue. Change. There’s a fork in the road and we take the high road or the low road. Change is often positioned as a bad thing. Prosci Research says with. View Article.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Kristina Evey
OCTOBER 21, 2015
The way we speak with customers can make or break the customer experience. This podcast episode shares the most effective words and phrases to use when communicating with your customers. By speaking this way, your customers will be glad they made the decision to work with you and your company. The way we speak with customers can make or break the customer experience.
CX Journey
OCTOBER 20, 2015
Image courtesy of Joey Dunne I originally wrote today's post for Intradiem. It appeared on their blog on April 23, 2015. There's a lot of talk about how much effort a customer is required to put forth in order to complete some task with an organization, whether it's to buy a product, to get an issue resolved, or to do something else. There's even a away to measure this effort, using the customer effort score (CES).
Michel Falcon Experience
OCTOBER 21, 2015
If you want your customers to truly become loyal to your service or product then your customer experience needs a strategy. This blueprint needs the same methodical thought and processes that goes into a marketing or sales strategy.It’s common for me to open my keynote speaking engagements by asking the audience two questions, so… Read More».
InMoment XI
OCTOBER 21, 2015
It happens to all of us…a mud splash on the windshield, we turn a year older, an obstacle blocks our path, a life or death issue. Change. There’s a fork in the road and we take the high road or the low road. Change is often positioned as a bad thing. Prosci Research says with.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Kristina Evey
OCTOBER 21, 2015
The key to a great customer experience is empowering your staff to take the initiative and work in the best interest of both the customer and your company. This podcast asks some tough questions to make you think in terms of allowing your staff to act as if they own the company. The key to a great customer experience is empowering your staff to take the initiative and work in the best interest of both the customer and your company.
Comm100
OCTOBER 21, 2015
We all know the old adage, “you never get a second chance to make a first impression.” But did you ever stop to think that this concept also applies to your live chat service? It can be difficult to form the right greetings to gain a client’s trust. But a customer’s judgment dictates your ability to serve him or her. So let’s take a closer look at the importance of effective greetings and how you can harness the power of a good first impression—virtually.
Beyond Philosophy
OCTOBER 22, 2015
Science has begun to predict the intensity of emotions in others with accuracy. This fact is important because when you can predict emotions, you can also plan for them in your Customer Experience. Why do we need to plan for emotions? Simply put, because then we can manage them in others when necessary. Over 50% of any Customer Experience behavior is driven by emotions.
InMoment XI
OCTOBER 21, 2015
It happens to all of us…a mud splash on the windshield, we turn a year older, an obstacle blocks our path, a life or death issue. Change. There’s a fork in the road and we take the high road or the low road. Change is often positioned as a bad thing. Prosci Research says with.
Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach
More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio
Kristina Evey
OCTOBER 21, 2015
Preparing your teams to improve and transform the customer experience is key. Most companies get it wrong. This podcast episode walks you through step by step how to preframe your initiative to get your teams in the right mindset by letting them know why your company is focusing on this, what they’ll gain from this focus, and what you expect from them.
Win the Customer
OCTOBER 23, 2015
Steve Jobs once said, “It is not the customer’s job to know what they want.” He’s completely right. It’s not their job, it’s yours! In order to deliver a positive customer experience, you need to have more than a pleasant support team and a solid product. You need to know both what customers need as […].
Beyond Philosophy
OCTOBER 20, 2015
There are a lot of elements that must come together brilliantly for an experience to be perfect. One essential element often neglected, but essential is the training of your Customer-facing teams. In my view, there is a great lack of training on soft skills with Customers and when there is training available it is too basic and not frequent enough. There are, however, three major things your training must address to be successful.
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