InMoment XI
JULY 30, 2015
“We’ll take the steak knives” tweeted JetBlue airlines in response to my inquiry. On Friday, July 25th at precisely 8:44am I invited all the major U.S. airlines into animpromptu Twitter response time contest. It went like this… Hey @AmericanAir @united @Delta @SouthwestAir @JetBlue @AlaskaAir. First to respond gets bragging rights. 2nd steak knives. 3rd u.
Experience Matters
JULY 30, 2015
How people feel about what they are doing (intrinsic motivation) is a key to sustaining their focus, energy, and commitment. One of the ways for companies to tap into this intrinsic motivation is to find ways for employees to feel as if they are contributing to the organization’s success (which is consistent with lessons from positive psychology ).
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Experience Investigators by 360Connext
JULY 31, 2015
It was supposed to be a routine, but necessary, appointment… At my son’s physical, we noticed a weird thing and were referred to a dermatologist. (I’m happy to report there is nothing wrong.) But this is not the story of the actual medical diagnosis. This is the story of what’s wrong with how patients are […]. The post A Shot in the Arm for the No Good Healthcare Experience appeared first on Customer Experience Consulting.
Steve DiGioia
JULY 27, 2015
This original article was written by Steve DiGioia. We all have read, or written, about the lack of quality customer service in today’s marketplace. Whether it’s because of lack of staff training, poor morale, changing work ethics or a multitude of other reasons, it is a fact that service has changed. It’s even hard enough to get a positive response or recognition from […].
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
JULY 30, 2015
“We’ll take the steak knives” tweeted JetBlue airlines in response to my inquiry. On Friday, July 25th at precisely 8:44am I invited all the major U.S. airlines into animpromptu Twitter response time contest. It went like this… Hey @AmericanAir @united @Delta @SouthwestAir @JetBlue @AlaskaAir. First to respond gets bragging rights. 2nd steak knives. 3rd u.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customer Bliss
JULY 30, 2015
How purposeful is your company in working together to determine the experience it delivers to customers? All too frequently the customer experience is the unplanned collision of deliverables between silos. An experience that’s knit together through the life cycle isn’t really thought through. These efforts fall prey to being inwardly focused definitions of contact points by the silos.
Steve DiGioia
JULY 29, 2015
This original article was written by Steve DiGioia. There are too many distractions and obstacles in our day-to-day lives. It’s not worth the effort to be something you are not, eventually your true self will come out. When it does, and if you are not showing desirable traits, you will be shunned for being “fake“, for “putting on airs” Can your customers afford […].
InMoment XI
JULY 30, 2015
“We’ll take the steak knives” tweeted JetBlue airlines in response to my inquiry. On Friday, July 25th at precisely 8:44am I invited all the major U.S. airlines into animpromptu Twitter response time contest. It went like this… Hey @AmericanAir @united @Delta @SouthwestAir @JetBlue @AlaskaAir. First to respond gets bragging rights. 2nd steak knives. 3rd u.
CX Journey
JULY 30, 2015
Image courtesy of picturetakingone I originally wrote today's post for DuSentio; it appeared on their blog on March 23, 2015. I won't take the sports analogy very far, but what is the CX end game? Why should companies be focusing on customer experience? That seems like a crazy question to ask in 2015, yet there are still so many CX professionals who are struggling to convince their executives of the importance of committing resources to improving the customer experience.
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Customer Bliss
JULY 28, 2015
Chief Customer Officer 2.0. My gift to you, download the first chapter of my new book. Managing customers as assets is about simple customer math: Incoming Customers minus Outgoing Customers = Net Growth or Loss. Read More: Customer Math is the First Step in Customer Experience Reliability. The post Leaders Must Care about Customer Loss & Growth appeared first on Customer Bliss.
Steve DiGioia
JULY 30, 2015
This original article was written by Steve DiGioia. A great customer experience is like a hamburger…it comes in 4 parts. Each part cannot stand alone, all must work together to complete the experience. ►That’s Ok, you can share this photo with your friends. Please just tell them you found it here. The post The Customer Experience Hamburger appeared first on Steve DiGioia and was written by Steve DiGioia.
Uniphore
JULY 29, 2015
Richard Snow, VP & Research Director of the Ventana Research's Customer and Contact Center Research practice, discusses the need to deliver a consistent, continuous and contextual customer experience both within and across multiple communication channels.
Beyond Philosophy
JULY 30, 2015
Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Why? Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. The message you send will communicate how you are as an organization.
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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.
Kerry Bodine
JULY 29, 2015
Newsflash: Smartwatches are tiny. They’re working with about 1/5 th the screen real estate of a smartphone, and tablets are downright gargantuan by comparison. Seem obvious? When we partnered with AnswerLab to study the current state of the smartwatch experience, we realized it wasn’t. It wasn’t obvious to brands whose apps failed to account for the limitations (and strengths) of this minute addition to the device ecosystem.
Wired and Dangerous
JULY 27, 2015
What makes this speed limit sign so effective? Because any typical number would just disappear into the scenario and never be noticed. We are so patterned to see the usual, we now only notice if it is un-usual. Just like customer service! Customers today are bored with ho-hum, pretty good, nothing special service. They want their service experience to have a green cherry on top!
Win the Customer
JULY 28, 2015
By leveraging millennials common characteristics of honesty, confidence, and passion, your organization can make the leap in customer experience and take it to the next level. Being a millennial is a strange experience in today’s world. On one hand, you’ve got many people from previous generations hating on you for being an unrealistic, arrogant dreamer.
Beyond Philosophy
JULY 28, 2015
Brands are a fluid concept that can be destroyed in an instant. Brands make promises that should be kept by the people that deliver the experience. When the brand experience falls short of the promise, Customers feel disappointed, frustrated, and frankly, hacked off! For example, I recently purchased my new car. Having seen the adverts, undertaking the research online, and comparing various reviews, I narrowed my choices between a GMC Yukon or a Lincoln Navigator.
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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?
PeopleMetrics
JULY 31, 2015
If you can tell, we’re fans of using feedback in your customer experience strategy. It helps you gain perspective. It helps you keep tabs on your experience. It gives you emotional snapshots of your company’s touchpoints. However, when thinking about collecting feedback on the customer experience, we can limit ourselves to considering feedback from customers.
Tricia Morris
JULY 31, 2015
A newly-released 2015 U.S. State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that customer service expectations, as well as views around the importance of customer service, are on the rise. In addition, customer service channel preferences, expectations and uses are changing. The infographic below highlights some of the key statistics every customer-centric brand and organization will be interested in.
Andrew Mcfarland
JULY 28, 2015
Too many customer experience (CX) initiatives never get funded because they miss the point. Too many people mistakenly advocate for improving the customer experience, enhancing customer service or boosting customer satisfaction. To get traction in your organization, you’ll have to make the conversation about business value. By avoiding the business value of CX initiatives, [.].
Think Customers
JULY 30, 2015
Facebook knows who you are. LinkedIn knows where you work. It's increasingly difficult though to tell the difference between LinkedIn and Facebook with both sites offering many of the same functions. This is a problem for LinkedIn in particular as it alienates its core user group of professionals and undermines the site's value. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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.
Kate Nasser
JULY 26, 2015
Teamwork persona: As you develop your career, ask yourself: Will others want to work with me? Work persona checklist from The People Skills Coach™. The post Teamwork Persona: Are You Someone Others Want to Work With? appeared first on KateNasser.com.
Heart of the Customer
JULY 29, 2015
When I was a kid, my rural Iowa hometown got a new radio station. It wanted to be a radio station for everybody, so it would play one song from the eighties, then one from the seventies, the sixties, and so on. The theory was clear: if you play something for everyone, everyone will be […]. The post A bad customer experience is like an Iowa radio station appeared first on Heart of the Customer.
Maz Iqbal
JULY 31, 2015
Perspective. If we are to improve the performance of human worlds (couple, family, neighbourhood, team, department, business, nation…) perspective taking is essential. It occurs to me that the simplest form of perspective taking is attentive-receptive listening to those who find themselves embedded in the human world that one is interested in.
Think Customers
JULY 28, 2015
Everywhere you turn, it seems there's another "connected" device that promises to make your life easier. But, while these gadgets continue to breathe life into the Internet of Things (IoT) movement, consumers are increasingly wary of how widespread adoption will impact their daily lives. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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CSM Magazine
JULY 27, 2015
Learn how to handle customer complaints the right way and turn a bad experience into one that will result in a long lasting customer relationship. Not everyone that deals with your firm is going to be happy with your product or service. Handling customer complaints properly can help you deal with the issue at hand, while giving you the opportunity to retain the customer.
Provide Support
JULY 28, 2015
Transforming customer service at a small business. Limitations offer the biggest challenges to us, but at the same time they are the best boosters of creativity and inspiration. We all know that a distinguishing feature of almost every small business is their limited resources. There are not enough people, not enough budget to implement great ideas and purchase professional customer service tools.
Forrester
JULY 29, 2015
Unless you're in a regulated industry, or headquartered in the European Union, chances are that your privacy organization has been limited to one or two lawyers, and maybe a data security expert. This small group has probably been tasked with making sure the firm is in compliance with local laws, and with writing and managing onerous and impenetrable consumer-facing privacy policies.
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