Experience Investigators by 360Connext

SEPTEMBER 6, 2017

I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic approach. Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more!

Net Promoter Score 547

Net Promoter Score How To Customer Centricity Metrics 547

Customer Bliss

SEPTEMBER 7, 2017

Last week, we highlighted what Southwest Airlines was doing for those displaced by Hurricane Harvey , and now we have a few more examples to share: Mattress Mack: This story has gotten some attention , and “Mattress Mack” (real name is Jim McIngvale), who owns several Houston-area furniture stores, has opened his doors to those displaced by Harvey.

Company 434

Company Airlines Fashion Government 434

QuestionPro Audience

SEPTEMBER 5, 2017

If you haven’t been docked in a space lab for the past 30 years, I’m sure you’ve been asked to complete a customer satisfaction survey, after a recent shopping experience, whether online or offline. In fact, even in space, it’s probably not a stretch to assume that NASA conducted a few with their astronauts to gain feedback on behalf of their product partners.

Customer Satisfaction 326

Customer Satisfaction Survey Customer Retention Measurement 326

Uniphore

SEPTEMBER 7, 2017

Delivering exceptional customer experience is the holy grail of modern business, but like King Arthur’s knights, you are unlikely to find what you seek without an effective map. Read More.

Roadmap 266

Roadmap Customer Experience Customers 266

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.

Data

Vonage

SEPTEMBER 8, 2017

Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. If they were a bit irritated when they picked up the phone, they were likely to be fuming by the time they got through to an agent. This was partly due to the long wait, but also due to the fact that this set-up led to customers not feeling in control or valued in any way.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

InMoment XI

SEPTEMBER 7, 2017

Emotions are both powerful and complicated. They play a significant role in both our purchase decisions and our future customer loyalty. Consider for a moment the standout customer experiences that you have experienced with brands you love – or hate. I became a life-long Nordstrom customer years ago when through ill fated circumstances, I didn’t.

Training 200

Training Loyalty Brands Customer Experience 200

Kayako

SEPTEMBER 6, 2017

Are you looking to add live chat to your customer support arsenal? If you are evaluating this, you can’t help but pull out a notepad, draw a line down the middle, and write “pros” and “cons” on either side. Except you won’t need to. That’s exactly what we’ve done here for you today! Rather than speculate on what makes a live chat software experience effortless or frustrating, Kayako surveyed 400 anonymous consumers and 100 anonymous businesses to find out what they think of live chat.

User Experience 221

User Experience Wait Times Software Consumers 221

Steve DiGioia

SEPTEMBER 4, 2017

This original article was written by Steve DiGioia. Well I think it’s very easy to answer; face-to-face communication is definitely more difficult. When you’re dealing with somebody face to face you’re not just listening to the words they are saying, you are also judging them by the actions of their entire body. You’re looking at their eyes and their hand gestures.

Customers 185

Customers Communication Examples Customer Service 185

NICE inContact

SEPTEMBER 7, 2017

Did you know that the first text message ever was sent on Dec. 3, 1992? It simply read: “Merry Christmas”. Finnish engineer Matti Makkonen had first conceived of the idea back in 1984. Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related.

Contact Center 168

Contact Center Omni-Channel Interaction Customer Expectations 168

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Customers

InMoment XI

SEPTEMBER 7, 2017

Emotions are both powerful and complicated. They play a significant role in both our purchase decisions and our future customer loyalty. Consider for a moment the standout customer experiences that you have experienced with brands you love – or hate. I became a life-long Nordstrom customer years ago when through ill fated circumstances, I didn’t.

Training 200

Training Loyalty Brands Customer Experience 200

GetFeedback

SEPTEMBER 6, 2017

Happy employees = happy customers. It seems obvious, so why do companies often overlook the employee experience when they focus on the customer experience?

Employee Experience 150

Employee Experience Customer Experience Company Customers 150

Russel Lolacher

SEPTEMBER 4, 2017

Relationships: Personal, business and customer are all the same. Sure the intent is different but when it comes down to how we make those connect, it doesn’t really matter the situation, because people are people. And to connect with people, it’s important to understand it’s an emotional exercise and it’s always taken personally.

Exercises 154

Exercises Connections Customer relationships Customers 154

Customer Bliss

SEPTEMBER 5, 2017

Episode Overview. Damian and I discuss how he is leading the transition, in partnership with his CEO, to make AGL Energy of Australia a service business that happens to supply energy. In our conversation, Damian walks us through his six dimensions of the transformation, and many not-to-be-missed tactics that he has used to make progress. About Damian.

Industry 147

Industry Self Service Customer Centricity Touchpoint 147

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Communication

InMoment XI

SEPTEMBER 5, 2017

Vehicle Acquisition Center, Recall Relationship Center, Loaner Center, Vehicle Service Contracts/Maintenance Contracts Center and the LOYALTY LOOP! (more about the details of these below) For two years prior to my present position, I was stationed in the Group 1 Automotive Service Development Center (SDC) in Houston. That’s where I learned a lot about the dealership service.

Loyalty 200

Loyalty Automotive Groups 200

GetFeedback

SEPTEMBER 6, 2017

Happy employees = happy customers. It seems obvious, so why do companies often overlook the employee experience when they focus on the customer experience?

Employee Experience 150

Employee Experience Customer Experience Company Customers 150

Experience Matters

SEPTEMBER 3, 2017

First of all, I send my prayers and best wishes to all of the people effected by Hurricane Harvey. In the wake of Harvey, there are many, many families who will need help and assistance. We’ve donated to the Rebuild Texas Fund, and I hope that you consider giving to one of the many charities that will be supporting the people of Texas. Mixed in with the vast pain and suffering, were many stories of ordinary people reaching out to help others.

Customer Experience 133

Customer Experience Customers 133

Beyond Philosophy

SEPTEMBER 4, 2017

Walmart is debuting a towering new kiosk that makes it easier to pick up online orders in your local Walmart store. Early reviews of Walmart’s “pickup tower” give it a thumbs up. In about 20 Walmart stores, you can scan a barcode on your phone at the bright red 16-foot-tall tower in the front of the store. A door opens, your item appears, and you’re done.

Retail 158

Retail Consulting Loyalty ROI 158

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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?

Customer Experience

InMoment XI

SEPTEMBER 5, 2017

Vehicle Acquisition Center, Recall Relationship Center, Loaner Center, Vehicle Service Contracts/Maintenance Contracts Center and the LOYALTY LOOP! (more about the details of these below) For two years prior to my present position, I was stationed in the Group 1 Automotive Service Development Center (SDC) in Houston. That’s where I learned a lot about the dealership service.

Loyalty 0

Loyalty Automotive Groups 0

Uniphore

SEPTEMBER 5, 2017

Join the chatbot revolution! There are many benefits to implementing a chatbot within your contact center, most of which directly and positively impact on the end-customer. Read More.

Chatbots 133

Chatbots Contact Center Customers 133

NICE inContact

SEPTEMBER 7, 2017

Did you know that the first text message ever was sent on Dec. 3, 1992? It simply read: “Merry Christmas”. Finnish engineer Matti Makkonen had first conceived of the idea back in 1984. Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related.

Contact Center 120

Contact Center Omni-Channel Interaction Customer Expectations 120

Kerry Bodine

SEPTEMBER 7, 2017

I’ve had the honor and pleasure of serving as the head of the jury for this year’s Service Design Awards. As a jury member since the inception of the award in 2015, I’ve seen a steady increase in the quality of the award submissions—and this year was no exception. I was particularly impressed with the quality of this year’s student submissions, many of which were on par with the professional work submitted.

Hospitality 120

Hospitality Transportation Government Conference 120

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.

Retail

Michelli Experience

SEPTEMBER 5, 2017

Isn’t the world amazing! Despite the recent floods, nuclear tension, and political divide in the United States, I continue to be in wonder of the kindness and compassion demonstrated by absolute strangers to flood victims. I also marvel at the way so many people graciously navigate the underlying tensions of our time and find common ground. But I’ll admit it.

Customer Experience Design 127

Customer Experience Design Hospitality User Experience Healthcare 127

Uniphore

SEPTEMBER 6, 2017

Language versus Intelligence. Natural Language Understanding and artificial intelligence are often terms that are used interchangeably when describing virtual assistants, but they are actually two different things. Read More.

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NICE inContact

SEPTEMBER 8, 2017

Each year as Southeasterners brace for another hurricane season they are advised to develop disaster recovery plans. How will they protect their home? How should they stock their pantries? Where will they evacuate to? This year’s active hurricane season prompts us all to reflect on our own readiness in case of disaster, including in the contact center.

Contact Center 120

Contact Center Financial Report Customer Expectations 120

CX Journey

SEPTEMBER 5, 2017

Will you be joining Sue Duris and me for the first #CXchat of many to come? Sue and I talked about the fact that there hasn't been a Twitter chat dedicated to customer experience since #cxochat, which ended a couple years ago. Customer experience is such an important topic today that we wanted to come up with a way to continue to keep it front and center.

Customer Experience Professionals 112

Customer Experience Professionals Resources Customer Experience Meeting 112

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Tips

Michelli Experience

SEPTEMBER 6, 2017

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. Save Save. The post {Infographic} It’s Time for Design Thinking appeared first on Joseph Michelli.

Infographics 113

Infographics Consulting Customer Experience Company 113

Uniphore

SEPTEMBER 8, 2017

Doing a better job than an agent. While a robot would never be able to take the place of agent 007, there is a school of thought that suggests that a personalized self-service solution offers many advantages over a human contact center agent. Read More.

Self Service 124

Self Service Contact Center 124

Beyond Philosophy

SEPTEMBER 6, 2017

When you are improving your Customer Experience (CX), measuring your progress is crucial. Measurement tells you what you are doing right and, perhaps more importantly, what you are doing wrong. The analysis also helps you determine goals for your team and where to focus your efforts. It also helps you allocate proper resources. Fail to measure correctly, and you will have a tougher road to success—or miss the road altogether.

Measurement 121

Measurement Effort Score Consulting Analysis 121