InMoment XI
SEPTEMBER 25, 2015
Implementing a locally and globally effective, yet efficient customer experience(CX) program doesn’t come easy. To be successful, such a program needs to deliver against very different needs, from the head office to local markets. The following ten steps are a guideline to a successful start of your global CX program: 1. Define what global means to your organization This.
Kayako
SEPTEMBER 24, 2015
Implications of the traditional team structure. Companies are finding new ways to improve the way they run. One of those ways is rethinking the way the company is structured and review the opportunities for career progression. In the most basic form, companies have the choice of opting for a flat or hierarchical structure. A flat structure is where there are fewer layers of management.
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Vonage
SEPTEMBER 25, 2015
By Sarah Metcalfe, Head of Customer Service at SureFlap. Customer Contact Expo, the UK’s largest event for the customer contact and customer service industry, is now less than a week away, and I’m looking forward to joining some of the industry’s leading experts on both days to talk about how SureFlap provides its excellent customer experience and has rapidly grown its business.
Experience Investigators by 360Connext
SEPTEMBER 22, 2015
Your customers are already evaluating the experience you are delivering. And they’re making decisions because of it. 89% of customers will decide based on customer experience in 2016. How can you create a better customer experience now to compete in this changing marketplace? 1. You need to understand the customer journey of today. You can’t improve on […].
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
SEPTEMBER 21, 2015
“When I did good, I heard it never. When I did ill, I heard it ever.” This was the idiom on a placard that hung on my grandmother’s kitchen wall for over 30 years. I really didn’t understand what it meant when I was 8 years old, but it rings true now. As a species, we focus disproportionally on the bad, glossing over or ignoring the good. Read the newspaper and you will see a disproportionate amount of bad news versus good.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ijgolding
SEPTEMBER 21, 2015
I have been saying for a long time now that the reason organisations exist is to ‘fulfill a purpose’ Sadly, many consciously and some unconsciously, believe that the reason their organisation exists is ‘to make money’ I wholeheartedly disagree. The mantra that I impart on to anyone who will listen is as follows: No commercial organisation exists to ‘make money’ All commercial organisations exist to ‘fulfill a purpose’ The better able they are at fu
C3Centricity
SEPTEMBER 20, 2015
Marketing is a great profession. I’ve worked in or with marketing teams for most of my career. From the outside, they are seen as the department that comes in late, parties every night and gets to talk about advertising at conferences in exotic places. For those in operations or finance, they don’t seem to be that [.]. The post Marketers, Do You Know Everything You Should?
InMoment XI
SEPTEMBER 24, 2015
Having lived on both the East Coast and the West Coast of the United States, I’ve had the unfortunate opportunity to experience both earthquakes and hurricanes. Neither is much fun. They both put lives in danger, break things, create massive traffic jams (I’ll save the story of my 100-mile, 18-hour “evacuation” from Charleston, SC for.
Steve DiGioia
SEPTEMBER 21, 2015
is there a way out of this? This original article was written by Steve DiGioia. We expect much from our employees. Work long hours but still make no mistakes. Come in on weekends or holidays and remember to treat every customer as your friend or family in order to provide the highest in customer service. Seems pretty reasonable, right? But do we believe that each of our employees takes their job as seriously as we do?
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Who's Your Gladys?
SEPTEMBER 22, 2015
Can you make yourself appear calm and composed, when you’re not? When you’re nervous, do your hands get sweaty or clammy? Does that muscle in your cheek twitch when you’re feeling defensive? When you try to conceal distress, your body has a way of expressing. The post Customer Service Composure Tips: 5 Ways to Stay Calm Under Pressure appeared first on Who's Your Gladys?
Kayako
SEPTEMBER 22, 2015
Whether you’re a business, duo or solo-entrepreneur there comes a point in your company where customer interactions will be constant and time consuming. You could find yourself working 9-5 responding to email. If your business is growing, imagine your customer response rate increasing 10% per week! Plus all other business matters you have running in the background.
InMoment XI
SEPTEMBER 23, 2015
In the 1992 movie Glengarry Glen Ross, Alec Baldwin tells a rag-tag group of salesmen about an innovative sales contest. First prize – a Cadillac Eldorado. Second Prize – a set of steak knives. Third prize – you’re fired. It’s a pretty famous scene, both from the original movie, and also from the subsequent parody on.
ijgolding
SEPTEMBER 24, 2015
For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. During these years of producing their Customer Experience Excellence Analysis, they have conducted over 1 million customer evaluations of more than 900 brands (across all sectors) – these facts alone suggest that the annual release of their research findings is essential reading for anyone with an interest in Customer Experience.
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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.
Kristina Evey
SEPTEMBER 22, 2015
Costco Customer Experience Example. It was an ordinary work day filled with phone conferences and content creation. Hours spent on the phone and on my computer all focused on teaching companies how to make more money by building better relationships with their customers. Imagine my surprise, no delight, when I opened up an ordinary envelope from Costco in the mail.
Customer Bliss
SEPTEMBER 22, 2015
In a Customer Leadership job, you must understand what customers and the company need, deliver it to them, and remind them that you gave it to them. Marketing hope helps customers believe that the company is listening and acting on their words. It jolts the naysayer out of thinking things can’t or won’t get done. It’s absolutely essential to getting the future momentum you need by feeding the organization hope one morsel at a time.
InMoment XI
SEPTEMBER 25, 2015
Implementing a locally and globally effective, yet efficient customer experience(CX) program doesn’t come easy. To be successful, such a program needs to deliver against very different needs, from the head office to local markets. The following ten steps are a guideline to a successful start of your global CX program: 1. Define what global means to your organization This.
ijgolding
SEPTEMBER 21, 2015
I regularly find myself saying that many organisations are still grappling with understanding the fact that their Customers have always had an Experience with them! Some argue that Customer Experience has existed in the world of business for years and years. However, in the interactions I have had with businesses in multiple sectors all over the world, Customer Experience (CX) is still largely a relatively new business concept!
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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?
CX Journey
SEPTEMBER 24, 2015
Image courtesy of humansdevel Today I'm pleased to share a guest post by Paul Laughlin. Different businesses continue to use the term “Customer Insight” to mean different things. In our poll of over 100 customer insight leaders, only half considered data management or database marketing to be part of Customer Insight. The majority also had only research reporting into them, not analytics.
Kerry Bodine
SEPTEMBER 23, 2015
Join us for a hands-on customer journey mapping workshop in the heart of San Francisco! I’m thrilled to announce our first open enrollment workshop: November 17, 9:00 – 5:00 & networking dinner. November 18, 9:00 – 4:30. Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop the skills and know-how you need to effectively employ journey mapping within your organization.
InMoment XI
SEPTEMBER 25, 2015
Implementing a locally and globally effective, yet efficient customer experience(CX) program doesn’t come easy. To be successful, such a program needs to deliver against very different needs, from the head office to local markets. The following ten steps are a guideline to a successful start of your global CX program: 1. Define what global means to your organization This.
Beyond Philosophy
SEPTEMBER 22, 2015
According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. I couldn’t agree more. Most excellent Customer Experiences leave Customers feeling valued and important, or, in other words, feeling the love. There are three things that great companies that have excellent Customer Experiences do in common to make Customers feel the love.
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.
CX Journey
SEPTEMBER 22, 2015
Image courtesy of briansotherphotopage Half the money you spend on customer experience is wasted. Well, that's a pretty bold statement coming from someone who advocates designing and delivering a great customer experience! Hold tight. It's not quite as crazy as it sounds! I came across this quote the other day. Half the money I spend on advertising is wasted; the trouble is I don't know which half.
Bill Quiseng
SEPTEMBER 21, 2015
In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.”. Customer service is all about building relationships – relationships with superiors, direct reports, vendors and customers. Stephen Covey, author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills.
InMoment XI
SEPTEMBER 24, 2015
Having lived on both the East Coast and the West Coast of the United States, I’ve had the unfortunate opportunity to experience both earthquakes and hurricanes. Neither is much fun. They both put lives in danger, break things, create massive traffic jams (I’ll save the story of my 100-mile, 18-hour “evacuation” from Charleston, SC for.
Beyond Philosophy
SEPTEMBER 24, 2015
Why we do what we do is a fascinating science. The brain has interesting ways to interpret the world around us and spur us into action. Knowing the brain drives our behavior, you would think those with high intelligence would have the upper hand in making good decisions. Studies have shown, however, this is not the case. In many ways, intelligence can lead smart people to make dumb decisions, creating problems for their managers.
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Wired and Dangerous
SEPTEMBER 21, 2015
A fun activity for my grandchildren when they visit my North Georgia weekend home is panning for gold. The sand comes from a sandy river bank near a sight that was a part of the gold rush in the early 1800’s. Panning for gold is not easy; it works like this. You first put a double hand full of sand in a gold pan and dip it in the water filling is half full of water.
Customers That Stick
SEPTEMBER 22, 2015
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InMoment XI
SEPTEMBER 24, 2015
Having lived on both the East Coast and the West Coast of the United States, I’ve had the unfortunate opportunity to experience both earthquakes and hurricanes. Neither is much fun. They both put lives in danger, break things, create massive traffic jams (I’ll save the story of my 100-mile, 18-hour “evacuation” from Charleston, SC for.
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