InMoment XI
JULY 1, 2015
Of what do you think when you hear the phrase ‘customer experience’? Most immediately presume a reference to the interaction a customer has when they engage a vendor or brand. While that’s certainly not incorrect, it’s a very limited view when considering the multi-dimensional aspect of a customer experience with a cloud-based software vendor. In.
Experience Matters
JUNE 30, 2015
For the second straight year, USAA took the top spot in the Temkin Web Experience Ratings. Based on a study of 10,000 U.S. consumers, the 2015 Temkin Web Experience Ratings examine 262 companies across 20 industries ( see full list of companies (.pdf) ). You can see all of the company data on the Temkin Ratings website. Download dataset for $295 ( download sample file ).
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Experience Investigators by 360Connext
JUNE 29, 2015
Mapping the journey your customers take with you from their perspective can be a very powerful tool. In B2B experiences , journey maps can become very complicated, very quickly. Who is the customer, exactly? Are we mapping for the purchaser of our product or the person who decides the purchase is acceptable? What if that person leaves the buying organization in the middle of the sales cycle?
ijgolding
JUNE 30, 2015
We all know how challenging customer experience management has become these past few years. Now that most customers use a number of disjointed platforms to interact with companies, contact centres face the challenge of building and maintaining a consistent experience across multiple touch points and channels. We live in an age where the power is in the consumer’s hands.
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
JULY 2, 2015
This post comes from chapter 16 of MaritzCX’s new book Customer Experience is Your Business. Download the free ebook here. “Empowered customers are disrupting every industry; competitive barriers like manufacturing strength, distribution power and information mastery no longer create competitive advantage. In this age of the customer, the only sustainable competitive advantage is knowledge of and.
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 1, 2015
What makes a B2B customer experience memorable? Do we really know? When shopping for outside services to help connect us to our customers, we see lots of language about ease of use, cost-effectiveness, and overall efficiency. There may be a case study and some hard data to go along with it… maybe a whitepaper? It’s important to find a way to provide an accurate view from the customer’s perspective.
Customer Bliss
JUNE 30, 2015
This sounds ridiculously simple, right? Think again. Eight out of ten phone calls, retail interactions and service calls begin with prescribing a solution to a customer before the customer need is really listened to, understood and validated. The beginning of an interaction can be the time when customers will want to vent. Let them. Customers want validation.
InMoment XI
JUNE 30, 2015
A friend of mine works for an offshore outsourcing company and recently said to me that he thought that offshoring of customer care/support was a failed experiment. His comment came just after I had a frustrating offshore experience of my own with my bank. I was looking at my banking activity online and noticed that.
CX Journey
JUNE 30, 2015
Image courtesy of AnnaRachel1 What is a customer experience strategy? Have you laid the groundwork for a successful execution? Let's start by defining "customer experience strategy." A customer experience strategy helps you define, design, and, ultimately, deliver the desired customer experience (desired, of course, by your customers). Strategy is mainly about the how, but your CX strategy may also include details about the who, what, when, and the how much of experience design and helps everyon
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Steve DiGioia
JUNE 28, 2015
This original article was written by Steve DiGioia. We know what we look like. We see ourselves each day, from the bathroom mirror while brushing our teeth, to combing our hair, to one last look at how our clothes fit before we rush out the door to work. But is that how others see us? Here’s what happened to me today… I went […]. The post Do You Have a “Mrs.
Customer Bliss
JUNE 30, 2015
This sounds ridiculously simple, right? Think again. Eight out of ten phone calls, retail interactions and service calls begin with prescribing a solution to a customer before the customer need is really listened to, understood and validated. The beginning of an interaction can be the time when customers will want to vent. Let them. Customers want validation.
InMoment XI
JULY 2, 2015
This post comes from chapter 16 of MaritzCX’s new book Customer Experience is Your Business. Download the free ebook here. “Empowered customers are disrupting every industry; competitive barriers like manufacturing strength, distribution power and information mastery no longer create competitive advantage. In this age of the customer, the only sustainable competitive advantage is knowledge of and.
CX Journey
JULY 2, 2015
Image courtesy of {alexisleann} Buy-in vs. commitment: is there a difference? And does it matter if there is? As I was writing my most-recent post earlier this week, I started to type the word "buy-in" and paused for a moment because what I really meant was "commitment." Are the two terms one and the same? I know the two are often used interchangeably (I'm guilty), but I think there's a difference.
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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.
Steve DiGioia
JULY 1, 2015
This original article was written by Steve DiGioia. I have always told my staff that I’m not perfect, I don’t know it all, that I make mistakes. I am only a collection of MY experiences. I don’t have YOUR experiences. I too, have a lot to learn. Together we can help each other to be better for ourselves and our customers. What about […].
Win the Customer
JUNE 27, 2015
Unlike the typical call center control freak manager, the most effective, powerfully motivating contact center leaders knows exactly when to step in and when to stay out of the way. The unfortunate irony is that control freaks tend to be high achievers, workaholics, and perfectionists. They often project the best behaviors on their own actions and […].
InMoment XI
JULY 2, 2015
This post comes from chapter 16 of MaritzCX’s new book Customer Experience is Your Business. Download the free ebook here. “Empowered customers are disrupting every industry; competitive barriers like manufacturing strength, distribution power and information mastery no longer create competitive advantage. In this age of the customer, the only sustainable competitive advantage is knowledge of and.
Michel Falcon Experience
JUNE 29, 2015
Do you still get upset when you see an in-stream ad on Twitter?On Tuesday, I was glued to my TV watching Game 6 of the NBA Finals. The outcome of the game didn’t matter much to me; I just wanted to watch some great basketball. For those of you who… Read More». The post 3 Pro Tips for Using Twitter Ads Without Hurting Your Customer Experience appeared first on Michel Falcon Customer and Employee Experience Expert.
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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?
Beyond Philosophy
JUNE 30, 2015
Earlier this month, the “Women of Algiers” painting by Pablo Picasso sold for $179,365,000. There are many psychological theories regarding the subconscious cues that occur at art auctions. What happens at art auctions can give us all some insight on what’s going on with our Customers, too—although I’d wager few of us are working in the $180 million range!
Win the Customer
JUNE 29, 2015
People buy more and have more trust in a store that offers product experts as part of their expected customer service standards. It’s a practice that should be used in all stores around the entire country. Employees that provide superior knowledge in their work environment are sometimes referred to as product experts. People in general […].
InMoment XI
JULY 1, 2015
Of what do you think when you hear the phrase ‘customer experience’? Most immediately presume a reference to the interaction a customer has when they engage a vendor or brand. While that’s certainly not incorrect, it’s a very limited view when considering the multi-dimensional aspect of a customer experience software with a cloud-based vendor. In.
SuiteCX
JUNE 30, 2015
Our latest SlideShare about how acquisition strategies must be balanced with strong retention and loyalty programs in order to maximize profitability. Check it out and share!
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.
Wired and Dangerous
JUNE 29, 2015
It’s important to understand how customer intelligence is different from market intelligence. Market intelligence teaches us about a segment or group and discerns how they are similar. Customer intelligence informs us about the individuals who make those buying decisions in that market. As one peruses car counts, per capita statistics, and economic projections, it is helpful to remember the words attributed to Neiman Marcus founder Stanley Marcus: “A market never bought a thing in my sore, but a
Win the Customer
JULY 1, 2015
Before we achieve successful customer experiences, we must evolve how we think about failure. Failure in customer experience is inevitable. You will make the wrong decision, you will do the wrong thing for your customers, and you will fail to foresee the unexpected in your customer interactions. But the costly failures is an option. It’s up to […].
InMoment XI
JULY 1, 2015
Of what do you think when you hear the phrase ‘customer experience’? Most immediately presume a reference to the interaction a customer has when they engage a vendor or brand. While that’s certainly not incorrect, it’s a very limited view when considering the multi-dimensional aspect of a customer experience with a cloud-based software vendor. In.
Beyond Philosophy
JUNE 29, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. Target has issued press releases, and been on television, speaking to the fact that they are bringing in new senior IT execs to oversee customer data management. On the company web site, Target has begun posting information about initiatives and programs designed to offer customers greater purchase security.
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Bob Hayes
JULY 1, 2015
Companies continually look for ways to outperform their competitors. One way they are trying to get ahead is through the application of analytics on their data. Researchers, for example, have found that top-performing businesses were twice as likely to use analytics to guide future strategies and guide day-to-day operations compared to their low-performing counterparts.
Win the Customer
JUNE 28, 2015
Starting a business or any part thereof is a risky proposition. As new research by Harvard Business School’s Shikhar Ghosh shows, 75% of all start-ups fail, and when they do, so does customer service. Every day failed organizations orphan customers who believed those organizations would always be there to serve them. When organizations fail, customers are […].
InMoment XI
JUNE 30, 2015
A friend of mine works for an offshore outsourcing company and recently said to me that he thought that offshoring of customer care/support was a failed experiment. His comment came just after I had a frustrating offshore experience of my own with my bank. I was looking at my banking activity online and noticed that. View Article.
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