InMoment XI
JULY 26, 2016
Telecom Dream Becomes Nightmare But Has Happy Ending Recently, I needed to have a hard-wired internet line installed at my house to be better able to work remotely. We already had service with this Internet Service Provider (ISP) but my wife had been involved with the original installation of the service. This time around, it. View Article.
Experience Matters
JULY 28, 2016
In a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success. That’s why organizations must shift to what I’m calling Modernize Leadership. I’m writing individual posts for each of the eight key changes required to modernize leadership.
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Steve DiGioia
JULY 25, 2016
because when you prepare well calmness will take over. This original article was written by Steve DiGioia. It takes much to be successful in the customer service industry. Today’s shoppers are a hardened bunch. More than ever before they are knowledgeable, deliberate in their price negotiations and not afraid to uphold their expectations. Do you have customer service courage?
ijgolding
JULY 27, 2016
I have been positively influenced by many people and organisations over the years – in fact I continue to be on a daily basis. As well as being a big believer in the principle of ‘simplicity’, I am also an advocate of ‘shamelessly stealing’ ideas that make sense to me. Maybe the utilisation of ideas garnered from others should not be considered ‘stealing’ – especially if credit is always given to those who were behind the idea – perhaps the r
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InMoment XI
JULY 28, 2016
In the automotive industry the perception of car manufacturers and consumers are drifting miles apart Authors: Jörg Sgries & Catja Sander 2016 has so far not been the best year for the automotive industry. The VW scandal has dragged all other German manufacturers into the pit. This is confirmed by the trust index of GPRA, View Article.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
JULY 27, 2016
You only know what you know. That’s the insurmountable truth about each human’s perspective. Our lens is just that – ours. This is a particular challenge in customer experience. Think about it. Not only do you only know what you know – but your customers are each individual human beings, too. (And yes, this also […]. The post 3 Ways to Expand Customer Experience Consciousness appeared first on Customer Experience Consulting.
ijgolding
JULY 29, 2016
Keeping hold of staff is a tricky business. With ample opportunities to network and connect with other businesses, employers run the risk of losing their best talent. To retain staff, it’s important to provide a great company culture that makes your employees want to work for you and offer benefits which make them feel appreciated. A recent study by Glassdoor found that 57 percent of respondents felt that employee benefits and perks were top factors when considering a new job.
InMoment XI
JULY 28, 2016
In the automotive industry the perception of car manufacturers and consumers are drifting miles apart Authors: Jörg Sgries & Catja Sander 2016 has so far not been the best year for the automotive industry. The VW scandal has dragged all other German manufacturers into the pit.
Vonage
JULY 25, 2016
For centuries, information about products and services was controlled by businesses. However, after the internet changed the world, businesses now operate in an environment where that power has slowly shifted into the hands of the consumer. Today’s connected shoppers have access to an unprecedented volume of information, which, in turn, has allowed them to take near full control of the customer experience.
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Customer Bliss
JULY 26, 2016
Episode Overview. Welcome back to The Chief Customer Officer Human Duct Tape Show. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. Renee’s path to customer experience leadership is one I like to highlight because she earned her role through the years by proving her ability to lead and run a successful operation.
Alida
JULY 28, 2016
The following is an excerpt from the e-book Big Data and Beyond. To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data.
InMoment XI
JULY 28, 2016
In the automotive industry the perception of car manufacturers and consumers are drifting miles apart 2016 has so far not been the best year for the automotive industry. The VW scandal has dragged all other German manufacturers into the pit. This is confirmed by the trust index of GPRA, the association of leading communication agencies.
Kerry Bodine
JULY 26, 2016
I love bringing our clients’ customers into journey mapping workshops. There’s nothing quite like hearing about customers’ enjoyable, confusing, and downright frustrating experiences while talking with them face to face. But at the outset of our journey mapping projects, many of our clients worry that they won’t be able to convince any customers to join them.
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.
Kayako
JULY 28, 2016
When you have an opening on your customer support team, you can take all the right steps and still not know whether a prospective hire is going to be the right fit. Even when you’ve gone through resume reviewing, phone screening, and first round interviews, you may still be left with a handful of great candidates. Although this is a good problem to have, it can be stressful for any hiring manager.
Experience Investigators by 360Connext
JULY 28, 2016
So content is king, right? Or is it context? What about the once and future king, conversion?? Content continues to be a driver for smart companies who want to attract the right prospects, market to those who want to buy and eventually convert those prospects to sales! Yee haw. Inbound sales and content marketing are […]. The post When Content is Just for Marketing, Everyone’s Missing Out!
InMoment XI
JULY 26, 2016
Telecom Dream Becomes Nightmare But Has Happy Ending Recently, I needed to have a hard-wired internet line installed at my house to be better able to work remotely. We already had service with this Internet Service Provider (ISP) but my wife had been involved with the original installation of the service. This time around, it.
Calabrio
JULY 29, 2016
Smart contact center leaders know that the benefits of a strong quality assurance program stretch far beyond the walls of the contact center. By continually assessing agent performance and call quality, organizations can protect their bottom line by pinpointing areas to improve the customer experience. This ultimately leads to increased customer retention and loyalty.
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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?
Kayako
JULY 26, 2016
At Kayako, we know firsthand the daily pains and struggles that support teams deal with. Are customers reaching the right teams? Are teams providing the right support? Do they have the full context of the customer? Do customers even know how to reach you in the first place? On top of all this, what’s slipping through the cracks that you can’t even see?
Storyminers
JULY 29, 2016
The following article was first released on June 8th at Clutch.com. In today’s competitive marketplace, consumers have an increasing amount of choices- and they aren’t afraid to try them. There always seems to be a new product, service, or experience within reach of a brand’s current customer. And as we all know, replacing an existing customer costs 7 times more than retaining them.
InMoment XI
JULY 25, 2016
It’s summer in Wisconsin – you know, that season where we Cheeseheads emerge from our homes, reacquaint ourselves with our neighbors, and admire how tall each other’s kids have gotten after 6 months of hibernation. This also means that my family and I try to get out for an evening walk on those rare nights. View Article.
Michelli Experience
JULY 27, 2016
I have been involved with Starbucks since 2004, beginning with initial research I conducted for my first of two books about them (The Starbucks Experience). During my more than a decade relationship with the brand, I’ve never ceased to be amazed by the commitment of Starbucks leaders when it comes to continuous improvement for both the customer and employee experience.
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Comm100
JULY 28, 2016
A lot of different concerns crop up when you consider the best way to train your team in customer service. It’s enough work to consider all of your options and find the best course ; you also have to learn how to implement the training to get the highest ROI. But now you can stop guessing, as we’re presenting you with some of the best customer service training advice in the industry from a seasoned professional, Ray Miller , who is the CEO of e-learning solution company The Training
Beyond Philosophy
JULY 25, 2016
The other day, I walked into a coffee shop that smelled like a damp basement. It only took me a couple of minutes to decide that I didn’t really want coffee after all. That same week, I was walking through an airport when I smelled the aroma of hot cinnamon rolls. Cinnabon was calling me. Even though I wasn’t hungry, I wanted one of their hot, gooey, calorie-laden treats.
InMoment XI
JULY 25, 2016
It’s summer in Wisconsin – you know, that season where we Cheeseheads emerge from our homes, reacquaint ourselves with our neighbors, and admire how tall each other’s kids have gotten after 6 months of hibernation. This also means that my family and I try to get out for an evening walk on those rare nights.
CX Journey
JULY 26, 2016
Image courtesy of Skley How does customer experience fuel innovation? I was honored to be a guest on #innochat on Thursday, July 21. Innochat is a weekly Twitter chat (Thursdays, 9am PT) about innovation and covers a wide range of topics and angles. If you love talking innovation, make time for this chat every Thursday. The topic on July 21 was one of my favorites: customer experience, of course.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
OpinionLab
JULY 28, 2016
The first commercial mobile phone came to market in 1983. It was the Motorola DynaTac, the “brick” made famous by Gordon Gecko in the movie Wall Street, and it cost you a cool $3995.00. It wasn’t smart at all. And, it was the only game in town. 33 years later and times have changed. Today, you can choose from hundreds of smartphones and tablets from dozens of manufacturers.
Beyond Philosophy
JULY 27, 2016
We see this all the time in our Customer Experience consultancy: We come in with a Customer Experience program that we want to deliver. We have detailed emotional outcomes that we have orchestrated deliberately and meticulously. We give it to the customer-facing teams…. …and then, they carry on doing what they always did! Why do they keep doing the same things?
InMoment XI
JULY 25, 2016
It’s summer in Wisconsin – you know, that season where we Cheeseheads emerge from our homes, reacquaint ourselves with our neighbors, and admire how tall each other’s kids have gotten after 6 months of hibernation. This also means that my family and I try to get out for an evening walk on those rare nights.
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