Customer Bliss

DECEMBER 15, 2017

Last month, Forrester released a new report, “ Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response, ” and it was a great read – it confirmed many of the things that myself and other CX experts alike have been touting for years. There’s an increased focus on customer experience these days, and many companies are just beginning to implement a customer experience process.

Customer Experience 286

Customer Experience Culture Report System 286

Lumoa

DECEMBER 14, 2017

Wow! Have you seen the new update? We are happy to announce the product update that our team has been working on for the last months. The update touches all your favorite features and turns them into even more a productive toolset, so you can dive deeper into your customer feedback analysis and execute accurate actions based on that. Watch the video below if you want to know how to get actionable insights with the help of the new and updated features.

NPS 301

NPS Tips Feedback Trends 301

Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Why? Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty. But delivering excellent customer experiences isn’t something that you can measure one time and not look to improve.

Strategy 225

Strategy Customer Experience How To Effort Score 225

QuestionPro Audience

DECEMBER 14, 2017

After starting the year valued at $1,000, Bitcoin is aiming to end 2017 strong—on December 7th, the price per coin hit a record of $17,000, marking an increase of more than 1,700%. Bitcoin is the largest of the cryptocurrencies, which are virtual coins that are mined—the process through which new bitcoins are created and transactions are recorded and verified—by computers using complex algorithms.

Government 247

Government Conference Banking Consumers 247

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

InMoment XI

DECEMBER 15, 2017

When discussing brand image audits (I.e., assessment of branding, signage and other standards such as “cleanliness”) with our Retail Petroleum clients’ channel partners, a common question I’ll hear is “Why ensure individual branding and image standards are maintained? Why does it matter if I have a few lights out in my store, some minor trash strewn about the lot, or.

Brands 200

Brands Retail 200

CX Accelerator

DECEMBER 12, 2017

How Carvana is leveraging customer experience principles to revolutionize the process of buying a car. Last night began in standard fashion…I consumed a spicy chicken sandwich from Chick-fil-A and wandered around the kitchen for a bit. Things took a turn for the crazy, however, when we headed out to buy a new car out of a giant vending machine. Yes, I’m speaking of Carvana, “The New Way to Buy a Car” as their tagline says.

Meeting 182

Meeting Customer Journeys Fashion Exceptional Customer Service 182

QuestionPro Audience

DECEMBER 15, 2017

There’s been a major disruption in consumer marketing in recent years. With DVR to fast forward through commercials and ad blockers on the internet, brands needed another way to reach consumers. Celebrity endorsements have been around as early as the 1920s, and have gained new traction in the age of social media. With social media, celebrities are able to interact with, and influence, their fan base directly.

Consumers 207

Consumers Social Media Advertising Study 207

InMoment XI

DECEMBER 12, 2017

Overview For more than 160 years, Anheuser-Busch (A-B) and its world-class brewmasters have carried on a legacy of brewing America’s most popular beers. Starting with the finest ingredients sourced from Anheuser-Busch’s family of growers, every batch is crafted using the same exacting standards and time-honored traditions passed down through generations of proud Anheuser-Busch brewmasters and.

Retail 200

Retail Survey B2B 200

Experience Matters

DECEMBER 13, 2017

As many readers of this blog know, Purposeful Leadership is one of Temkin Group’s Four CX Core Competencies. How do leaders demonstrate this characteristic? By mastering what we call the 5 P’s of Purposeful Leaders: Persuasive, Passionate, Propelling, Positive, and Persistent. In a recent post, we showed how Purposeful Leadershipaffects the behaviors of employees.

Leadership 198

Leadership Groups Customer Experience Employee Engagement 198

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Customers

CloudCherry

DECEMBER 12, 2017

Disruptive Customer Experience Management platform CloudCherry has appointed Deborah Eastman, a thought leader in the Customer Experience space, as part of its board of directors. Deborah Eastman , who has held leadership positions in various functions such as sales, marketing, and professional services, will help inform CloudCherry’s Go-To-Market strategy in the US, and help amplify their rapidly growing presence & competitive differentiation.

Chief Customer Officer 150

Chief Customer Officer Customer Experience NPS Customer Centricity 150

ijgolding

DECEMBER 14, 2017

As we approach the end of another calendar year, it is always appropriate for bloggers, writers, thought leaders and professionals in general, to reflect on what has passed, as well as what is to come in the future. As a prolific writer on the subject of Customer Experience, I feel as though every article I publish is a reflection of sorts. However, when we reach the end of the year, it does seem sensible to combine all of my thoughts together to see if they make some kind of sensible conclusion

Customer Experience 164

Customer Experience Customer Experience Professionals Customer Centricity Customers 164

CX Accelerator

DECEMBER 12, 2017

How Carvana is leveraging customer experience principles to revolutionize the process of buying a car. Last night began in standard fashion…I consumed a spicy chicken sandwich from Chick-fil-A and wandered around the kitchen for a bit. Things took a turn for the crazy, however, when we headed out to buy a new car out of a giant vending machine. Yes, I’m speaking of Carvana, “The New Way to Buy a Car” as their tagline says.

Meeting 140

Meeting Fashion Exceptional Customer Service Customer Centricity 140

Experience Matters

DECEMBER 11, 2017

In our Q3 2017 tech vendor study, we asked 800 IT decision makers in large North American companies if they would be willing to be references for the vendors that they use. As you can see in the chart below, Apple leads the pack with 48% of its clients saying that they’d act as a reference. At the other end of the spectrum, only 11% of Alcatel-Lucent clients would be willing to be a reference.

B2B 194

B2B Study Connections Customer Experience 194

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Communication

Customer Bliss

DECEMBER 12, 2017

Overview. How do you drive transformation in the highly regulated financial industry? In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Truthlab

DECEMBER 12, 2017

Reading Time: 2 minutes CX is not a department or a discipline. It’s religion. And that means you have to have believers from top to bottom and across every function. Here are a few things you need to make customer experience a serious focus of your organization: Get buy-in from above: If executives don’t understand how the customer journey […].

Customer Experience 134

Customer Experience How To Customer Journeys Customers 134

Beyond Philosophy

DECEMBER 14, 2017

Do you believe it is the Customer Experience you provide that makes customers loyal? If you do, I am sorry to be the one to inform you that you are wrong. I have been a global Customer Experience consultant for fifteen years, since before Customer Experience was even a thing. As a result, I thought I knew everything there was to know about Customer Experiences.

Loyalty 151

Loyalty Sports eBook Consulting 151

Michelli Experience

DECEMBER 14, 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} The Unexpected Gift of Social Media appeared first on Joseph Michelli.

Social Media 113

Social Media Infographics Consulting Customer Experience 113

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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

Avaya

DECEMBER 13, 2017

At this point, you know customer experience is the competitive battleground in today’s smart, digital world. When done right, customer engagement can increase revenue and overall lifetime value by approximately 20%. There’s just one problem: executing! You know, actually enabling an exceptional customer experience. There’s no doubt companies are making customer experience strides.

Customer Experience 119

Customer Experience Omni-Channel Customer Journeys Analytics 119

CX Journey

DECEMBER 13, 2017

Image courtesy of Pixabay "Data is just data until you do something with it," right? That statement has plagued companies for a long time and for a variety of reasons - not the least of which is that they just don’t know what to do with the data: how to analyze it, how to use the outputs, what the outputs mean, etc. Today, on a webinar with Logi Analytics , I am sharing tips on moving beyond data for the sake of data (and dashboards for the sake of dashboards).

Data 112

Data Customer Experience Professionals ROI Analytics 112

Alida

DECEMBER 14, 2017

Aurora Health Care is on a mission to help people live well. This commitment means making it simple for patients to access health care and medical information. . In a recent webinar , Darrell Beneker, director of consumer insights at Aurora Health Care, shared how the company uses ongoing insight to inform customer experience (CX) initiatives that create a seamless end-to-end patient journey.

e-support 100

e-support Sports Healthcare Customer Relationship Management 100

Michelli Experience

DECEMBER 13, 2017

I am a guy of advancing age (late 50s), so I am starting to sound like my father. Occasionally, I even find myself suggesting a fondness for the past by populating sentences with phrases like, “In the good old days…” Yesterday or Today. But when it comes to customer service experiences, I am uncertain as to which is better – the service of a decade or two ago or the experiences today.

Social Media 113

Social Media Customer Service Consulting Study 113

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

Myra Golden

DECEMBER 15, 2017

Today I delivered a customer service workshop in Chicago. When we broke for lunch, three of the attendees invited me to a vegan bistro. Of course, I was thrilled to join them! Over lunch, one of the ladies told me, “I almost never take my vacation time. I prefer just to cash out and get a lump sum payment.” The mother in me couldn’t keep quiet.

Policies 99

Policies Banking Course Study 99

ShepHyken

DECEMBER 13, 2017

For many years, I’ve shared the concept I call the One Thing Question. The idea is to ask a customer, “What’s one thing you can think of that would make doing business with us better?”. I love this question because it’s all about how a company can improve in virtually any area. Some customers might suggest product improvements. Some might suggest a way to improve the system.

Customer Service Training 94

Customer Service Training Training System Customer Service 94

Joe Rawlinson

DECEMBER 13, 2017

We live in an age of constant communication, perpetual availability, and an expectation of white-glove service. For small businesses, the level of customer service they are able to provide can make or break their success. So, how does a fledgling company offer the same level of attentive, personable, friendly client care as a multinational behemoth with massive call centers at their fingertips?

Tips 88

Tips Customer Service Chatbots Social Media 88

Michelli Experience

DECEMBER 14, 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} The Unexpected Gift of Social Media appeared first on Joseph Michelli.

Social Media 100

Social Media Infographics Consulting Customer Experience 100

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Tips

Heart of the Customer

DECEMBER 13, 2017

Anybody who has read any of Chip and Dan Heath’s books know that they’re compelling and well-researched. I was lucky enough to receive a pre-release of their latest book, The Power of Moments (now available), and I highly recommend it to anybody looking to create great employee or customer experiences. Even better, I was able to score […].

Customer Journeys 84

Customer Journeys Customer Experience Customers 84

Amity

DECEMBER 11, 2017

Customer onboarding is both an art and a science. To succeed, you need to find the right balance between a creative content strategy and a data-driven approach. Rely too much on the right side of your brain, and you may be in danger of providing customers with safe, but stale messaging. Lean too far left, and how will you ever know the true impact of your program?

Video 87

Video Social Media Customers Tips 87

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. Not quite. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles. CRMs tell you what is happening (prospect & customer contact information, what they bought, when they bought it, how much was spent, size of their company, etc.); while

CEM 84

CEM CRM Customer Relationship Management Customer relationships 84