Sat.Sep 12, 2015 - Fri.Sep 18, 2015

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How NOT to Engage Your Employees: What We Can Learn From Horrible Bosses

InMoment XI

Employee Engagement is a concern for any organization worried about customer retention and employee productivity. Companies want to know what they can do — what program they can roll out, what software they can implement— to increase employee engagement in order to improve customer satisfaction. Since we know that the two are linked, it is vital.

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Off-Topic: NFL Is King of Pro Sports

Experience Matters

If you’re a regular reader of this blog, then you know that I am an avid fan of our New England sports teams: Go Patriots, Red Sox, Celtics, and Bruins! So I periodically take a break from customer experience and write something about sports. With the start of the NFL season, I thought I’d examine who likes to watch pro football. As part of Temkin Group’s consumer benchmark study in January, we asked 10,000 U.S. consumers about the professional sports they enjoy watching.

Sports 208
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3 Ways Customer Service is Worse Today

Steve DiGioia

how I miss the "old days". This original article was written by Steve DiGioia. Service, in all its forms, has changed drastically from the ways our parents, and I, have been brought up with. Too many industries have gotten away from tending to the needs/wants/desires of their customers in ways that used to be the “norm”. With today’s change from the small “mom & pop” stores where you knew the owners, since they probably were a neighbor of yours, to the large warehouse-style conglomerates we

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Why do you still have an FAQ section?

Kayako

A Frequently Asked Question section (FAQs) is without a doubt the most commonly used tool in self-service. Whether it’s just a few questions on a “Contact Us” page or Zappo’s massive, eternal scroll-fest , FAQs offer a simple way for customers to scan for topics and solutions. But now for some things you may not know: Have you ever thought that your FAQs may be hurting your self-service?

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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The Impact of the Digital Revolution on Retail Banking

InMoment XI

Dann Allen and Rich Dorfman discuss how the digital revolution has caused the banking industry to increase focus on customer experience. As customers become increasingly reliant on mobile apps and the internet to control their finances, CX programming can drive more personal and meaningful brand interactions between banks and their customers.

Banking 271

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When Great Customer Service Is Inappropriate

Steve DiGioia

Guest post by Matt Heller, author of "The Myth of Employee Burnout" This original article was written by Steve DiGioia. Today’s guest post is by Matt Heller, founder of Performance Optimist Consulting. Matt writes about how great customer service almost ruined his RUSH concert! You know me; I am all about great customer service… knowledgeable, friendly, thoughtful customer service.

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Report: Tech Vendor NPS Benchmark, 2015 (B2B)

Experience Matters

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2015 , The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous three years. Here’s the executive summary: To examine the link between Net Promoter Scores® (NPS®) and loyalty, we surveyed 800 IT decision-makers from large North American firms to

NPS 189
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Video: The Impact of the Digital Revolution on Retail Banking

InMoment XI

Dann Allen and Rich Dorfman discuss how the digital revolution has caused the banking industry to increase focus on customer experience. As customers become increasingly reliant on mobile apps and the internet to control their finances, CX programming can drive more personal and meaningful brand interactions between banks and their customers.

Banking 200
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Winning Customer Loyalty with Empathy

CX Journey

Image courtesy of InMoment Today I'm pleased to share a guest post by Brooke Cade of InMoment. With social media taking over, it is no surprise to see more companies turning toward these digital platforms to connect with customers. Today, successful businesses are utilizing social media not only to build their brand and build strong relationships, but to foster customer relations and provide people with the best service.

Loyalty 175
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The Open CCaaS Advantage Report

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.

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Name the Stages of Your Customer Journey

Customer Bliss

When you take on journey mapping, make your first action gaining agreement on the names of the stages of your customer journey. This is very important. It’s the beginning of shifting from thinking silos to thinking about what customers are trying to achieve as a result of their interaction with you. It’s helpful to think about every stage as a complete experience.

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The best metrics for getting started with employee engagement {Guest Post}

Michelli Experience

During the last decade or so, human resource management has been essentially flipped on its head. What was once a decidedly employer-centered market has become one driven by the needs and concerns of the employee. Despite still relatively high competition for jobs in a recovering global economy, more and more companies that require a skilled [.

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This Week in CX – September 18

InMoment XI

A few of the web’s best articles on CX from this week (except for the CX Café articles of course; read them too!). Enjoy! How to Create Customer Trust Shep Hyken tells us that customers do business with people they know, like and trust. When a customer comes to this point in their relationship with. View Article.

Course 200
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How SafetyCulture Drives Word of Mouth with Net Promoter Score

AskNicely

Every 15 seconds, one worker dies and 160 are injured somewhere in the world. Driven by these horrific statistics, SafetyCulture in Townsville, Australia, aims to make safety available to every worker around the world. The free app iAuditor builds checklists, conducts inspections and files reports from a mobile phone or tablet, transforming a typically paper-based tool into a digital one.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Keep it simple – touchpoint mapping

Customer Bliss

There are many approaches to doing touchpoint mapping. My recommendation is always to keep it simple. One client told me they had “Visio blindness” from the hundreds of hours spent mapping every customer process. That’s not going to get you traction and prove the work. This is what will get you traction: Map the stages and get to the set of initial priority touchoints along the customer journey.

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Episode #5 – Make Your Customer Want to Marry Your Company – Not Just Date It - Transforming the Customer Experience

Kristina Evey

Turning conventional business models inside out and turning our customers into long term relationships is the key to sustainable financial success. This podcast explains how customers aren’t buying your product or service, but the relationship you are promising them. Remember, you aren’t the only game in town providing your product or service.

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Video: The Impact of the Digital Revolution on Retail Banking

InMoment XI

Dann Allen and Rich Dorfman discuss how the digital revolution has caused the banking industry to increase focus on customer experience. As customers become increasingly reliant on mobile apps and the internet to control their finances, CX programming can drive more personal and meaningful brand interactions between banks and their customers.

Banking 200
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How SafetyCulture Drives Word of Mouth with Net Promoter Score

AskNicely

Every 15 seconds, one worker dies and 160 are injured somewhere in the world. Driven by these horrific statistics, SafetyCulture in Townsville, Australia, aims to make safety available to every worker around the world. The free app iAuditor builds checklists, conducts inspections and files reports from a mobile phone or tablet, transforming a typically paper-based tool into a digital one.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Can't Get to Future State without Knowing Current State

CX Journey

Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on April 1, 2015. As part of your journey mapping efforts, you’ll likely (well, need to) create two types of maps: (1) current state maps (2) future state maps Current state maps show the steps that customers take today to complete some task, while future state maps show the steps they will be taking to complete the task after the process has been redesigned.

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A Tale of Two Live Chat Scripts

Velaro

Well-crafted pre-made messages for live-chat (and leniency to divert from them) can be a major factor in customer satisfaction. The numbers are clear. Customers love live-chat. Live-chat is good for the bottom line. Live chat can save customers a lot of time. Shopping cart abandonment rates decrease when customers are engaged in a live chat conversation.

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This Week in CX – September 18

InMoment XI

A few of the web’s best articles on CX from this week (except for the CX Café articles of course; read them too!). Enjoy! How to Create Customer Trust Shep Hyken tells us that customers do business with people they know, like and trust. When a customer comes to this point in their relationship with.

Course 200
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Real time NPS with Salesforce.com and AskNicely

AskNicely

Imagine customer feedback captured automatically and flowing seamlessly back into your Salesforce.com reports, dashboards and customer records in real time. We’ve made it super simple to connect AskNicely and Salesforce to automate your Net Promoter program from end-to-end. NPS surveys can be automatically triggered in two ways: 1. Immediately after a customer interaction eg. purchase or support case being closed. 2.

NPS 150
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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Key Learning from 15 Years of Net Promoter Stats

Beyond Philosophy

Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? It is, and it is one of the reasons we see growth in Netflix and continued dissatisfaction with cable companies. I love Netflix. It is simple. You can start and stop it when you want. My recent experiences with my cable company have been the complete opposite. This poor Customer Experience is one reason I now use Netflix more than my cable company.

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5 Customer Service Lessons from American Ninja Warrior

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

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This Week in CX – September 18

InMoment XI

A few of the web’s best articles on CX from this week (except for the CX Café articles of course; read them too!). Enjoy! How to Create Customer Trust Shep Hyken tells us that customers do business with people they know, like and trust. When a customer comes to this point in their relationship with.

Course 200
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How to Keep in Touch with Past Customers

Joe Rawlinson

It’s never a bad idea to focus on bringing in new customers, but you need to make sure you won’t cycle through them. Retaining customers and inspiring their loyalty is what ultimately will make up a solid foundation for revenue. New customers aren’t as valuable as you may think if you don’t have a plan in place to hold onto them. A solid loyalty strategy isn’t something you can afford to do without, and the sooner you implement one, the faster your business will receive all of the benefits.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Starbucks CEO Gets It, Does Yours?

Beyond Philosophy

When was the last time you got an email from your CEO suggesting that you need to be concerned about how your Customer feels? For the vast majority of you, my guess is your answer is never, unless of course you work at Starbucks. Starbucks CEO Howard Schultz sent a memo to his 190,000 retail employees and I think it’s brilliant—and a window into why Starbucks does such an excellent job with their experience.

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The Power of a Bonded Organizational Culture

Horizon CX

With onset of fall here in the Northeast US, I find the. changing seasons to be a time of inspiration and reflection. Last evening I attended a lecture in our. local library. Grant Welker, co-author. of the recently published book, We Are Market Basket , gave a small. turnout of about 20 people a 30 minute synopsis of an unusual event that. happened here in the Northeast a year ago and occupied the news wires daily for. over two months—a local family owned supermarket chain, Market Basket, was.

Culture 100
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Video: Convincing the Frontline to Adopt Hot Alerts

InMoment XI

Leaders from American Family Insurance, T-Mobile, and MaritzCX discuss how to effectively use CX data to change the way that frontline employees see customers and solve problems. Companies create value when they change data from numbers to action.

Video 200