Vonage
JUNE 7, 2018
Whether or not customer service has been improving in your particular industry, it has improved over time at enough companies with broad consumer reach that customers have begun to expect better and better customer service across the board—in every industry, every niche, every price point. Customers expect you to provide better customer service because they’re already getting it elsewhere.
Smith+co CX
JUNE 4, 2018
Brands who over-promise and underwhelm are dead before they’ve got going. The customer experience has to be approached with as much pragmatism as ambition, and it needs grown up heads to ensure it is both sustainable and deliverable. One of the biggest mistakes I see is when organisations assume that they should differentiate on every part of their marketing mix.
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Beyond Philosophy
JUNE 8, 2018
Businesses are in a rut. Speed, efficiency and convenience are all rational factors companies focus on when they think about customer experience. But good experience isn’t that simple. It involves more than you think. For years, research has indicated that the future of success for business is in customer experience. But recent PwC research shows that businesses have a customer experience disconnect.
Customer Guru
JUNE 6, 2018
Some say that to be perfect in a customer-driven industry and to deliver 100% customer satisfaction is next to impossible. However, isn’t that what makes it more desirable? If the idea of customer service excellence were so easy, every organization would be at the top of their game! An essential starting point to make the impossible possible is to have an employee base that is customer-centric.
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Lumoa
JUNE 5, 2018
Every company dreams of having no negative feedback and no unhappy customers, yet many companies fail to identify their detractors and turn them into promoters. Why is that important? First, let’s get back to statistics : At least 30% of consumers stop interacting with a brand they love after the 1st bad experience and around 50% of all the consumers leave the brand for good after several bad experiences.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
QuestionPro Audience
JUNE 6, 2018
The smartphone has been an integral part of our society for almost two decades. Who could ever have guessed this small device would change our world so drastically? Today, the smartphone serves many purposes: telephone, calendar, navigation, web browser, note-keeper…the list can go on and on. While there are many ways smartphones help us, they have also become an obsession.
Customer Bliss
JUNE 6, 2018
How do you take insights from customers and drive better decision making and better product delivery? This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. Before joining Hertz, Eric spent time conducting traditional market research work and realized he had a passion for customers and how we treat them.
GetFeedback
JUNE 5, 2018
If you’re a data-driven marketer, you want all the lead information you can get your hands on. Unfortunately, if you ask for it all at once—in one big, ugly form—people aren’t going to bite. It’s a problem marketers come up against all the time. You need the data, but how do you get it without putting people off? One data collection method is gaining popularity among innovative marketing teams: progressive profiling.
InMoment XI
JUNE 7, 2018
Car dealers have been stuck in a “transactional model” for far too long, giving less equal priority to the customer experience. And in many cases, customer retention is automatically assumed in far too many transactions. There is a huge opportunity to differentiate the dealership beyond just price and item, and make it stand out positively.
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QuestionPro Audience
JUNE 8, 2018
May brings fresh flowers, and fresh infographics! We love a good data dive at QuestionPro Audience, and we know you do too. Especially when they come in our favorite guilty pleasure—a colorful infographic. So, we’ve curated a list of the top 5 infographics of May for your reading enjoyment. . 1 – THE BEST DAYS & TIMES TO POST ON SOCIAL MEDIA .
Experience Matters
JUNE 4, 2018
To understand how the quality of a customer’s experience – whether it was good or bad – affects their behavior, we asked 10,000 U.S. consumers about their recent interactions with more than 300 companies across 20 industries. We then compared results with similar studies we’ve conducted over the previous seven years. Download report for $195 Here are some highlights: About 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerab
Customer Bliss
JUNE 6, 2018
As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. And that means building a one-company approach to business strategies. What I know from 25 years as a CCO practitioner and ten years as Coach to Customer Leadership Executives and their Leadership Teams is that we’ve got to take the reactive nature out of this work.
InMoment XI
JUNE 5, 2018
What Does Winning Look Like? Eastern Bank and Bangor Savings Bank Q&A: Banks’ Partnership Inspires Greater CX Success An interview with Joyce Clark Sarnacki; Executive Vice President & Chief Customer Experience Officer of Bangor Savings Bank and Richard Dorfman, the VP Customer Experience for Eastern Bank. The following is a chapter from the book Unlock the.
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.
AskNicely
JUNE 6, 2018
Back in April, Portland’s customer experience gurus gathered for the first-ever CX Obsession event. Some of the Rose City’s greatest brands came together to share tales of real-word customer obsession — in 7 minutes or less — to a packed house of their peers. The result was an evening of awesome stories, connections new and old, and of course, customer love abound.
GetFeedback
JUNE 5, 2018
It's time to ditch the lengthy lead forms. With progressive profiling, you can capture meaningful marketing data over time without aggravating your leads.
Experience Matters
JUNE 6, 2018
Last week, Starbucks closed all of its stores for racial sensitivity training after an incident in April when two black men were arrested at a Philadelphia store. My Take: Starbucks training was well intentioned, but misguided. As I said in my previous post, it’s great that Starbucks’ leaders took such swift and decisive action to condemn the incident.
InMoment XI
JUNE 5, 2018
What Does Winning Look Like? Eastern Bank and Bangor Savings Bank Q&A: Banks’ Partnership Inspires Greater CX Success An interview with Joyce Clark Sarnacki; Executive Vice President & Chief Customer Experience Officer of Bangor Savings Bank and Richard Dorfman, the VP Customer Experience for Eastern Bank. The following is a chapter from the book Unlock the.
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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?
Alida
JUNE 6, 2018
Great minds think alike—even fierce competitors. This is especially true in apparel retail, where longtime rivals Nike and Adidas have both recently invested heavily in digital transformation and innovation to stay at the top of their game. Competition between the two brands is long-standing, so it makes sense it would extend to their digital transformation efforts.
Kerry Bodine
JUNE 7, 2018
We’re often asked how the framework of customer jobs-to-be-done fits with the methodology of customer journey mapping. Here’s my perspective on how jobs theory can complement your mapping efforts. The term “jobs-to-be-done” first surfaced in 2003, coined by Clayton Christensen in The Innovator’s Solution , but its philosophy shares underpinnings with older models like goal-directed and activity-centered design.
Vonage
JUNE 5, 2018
Observing how the biggest companies in the world provide customer service can help your business reach new heights. They've hired the finest minds in their industries and spent billions testing what works and what doesn't. Here's a closer look at how three Fortune 500 companies approach customer service and the vital lessons you can learn. Netflix. In under 20 years, Netflix has grown from a DVD rental service to one of the biggest creators and distributors of TV and film on the planet with over
CX Journey
JUNE 6, 2018
Image courtesy of Pixabay Now there's a crazy statement to make during a customer experience design session. "Imagine for a second that you're a human. " Yikes! Unfortunately, more companies need to start thinking this way! Sadly, there is no shortage of stories about customers being treated badly, even inhumanely. The one that always - instantly - comes to mind is the one of the poor doctor who got dragged off that United flight just a year ago.
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Storyminers
JUNE 7, 2018
(This is a guest post from KPMG. It’s included because it’s one of the best reports in years on #CX.). To read the full KPMG Global Customer Experience Excellence report: Tomorrow’s experience, today , please visit: www.kpmg.com/customerfirst. Brands that deliver the best customer experience achieve 54 % higher revenue growth , according to a new KPMG Global Customer Experience Excellence (CEE) report.
NICE inContact
JUNE 7, 2018
In today’s digital economy, there have never been more opportunities for businesses and their customers to interact. Chat, text, social media, websites, IVR, even traditional phone calls with customer service representatives – the list continues to grow. Modern customer expectations have never been higher, and businesses understand that customer experience is a leading brand differentiator.
Beyond Philosophy
JUNE 4, 2018
Each of us has a time when we decide and a time when we act. Once we act, we pass the point of no return on our decision. In other words, once we take action on a decision, we are less likely to change our decision—even when we run into challenges. It’s all a matter of mindset. The Rubicon model is a psychological principle that distinguishes our decision-making method or deliberative mindset from our execution course or implementation mindset.
Comm100
JUNE 5, 2018
AI (Artificial Intelligence) is undoubtedly a buzzword that’s been around for a while. From the early days of Science Fiction and Kubrik’s groundbreaking 2001: A Space Odyssey to the more recent chess match between Deep Blue and Kasparov, AI has long captured our imaginations. As technology continues to advance, companies are coming to realize that many benefits can be accrued from employing it.
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.
TechSee
JUNE 5, 2018
Show, Don’t tell. George is eagerly looking forward to setting up his new smart home. He unboxed and installed all his newly-purchased connected devices and downloaded the software successfully. Now all that’s left is to configure it all via the website. But… it’s not working. He can‘t find the menu he needs and the icons are simply not where they are meant to be.
Michelli Experience
JUNE 5, 2018
For an Experience Professional Practicing Otherness in a Selfish World is Essential. One of the core values at our company The Michelli Experience is otherness. Our team knows that otherness is a seldom used word but we like the sound of it and moreover we like the concept behind it. For us, otherness is: the antidote to selfishness. a virtue that is in short supply. the right way to do business. a brand differentiator. a characteristic that is much needed in a polarized world.
Esteban Kolsky
JUNE 5, 2018
I wrote before this: AI will never match human intelligence because it lacks the three I’s: Intuition. Imagination. Innovation. These things can be programmed, of course – everything can, but even if programmed are not going to “continue to grow on their own” as human’s do. The lack of any of the three, or the three, is what distinguishes humans from machines today (among many, many, many other things) and somewhat the final frontier in AI becoming a more powerful e
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