InMoment XI
MARCH 25, 2016
In their book, The Future of Competition: Co-creating Unique Value with Customers, authors C. K. Prahalad and Venkat Ramaswamy suggest that “Informed, networked, empowered, and active consumers are increasingly co-creating value with the firm. The interaction between the firm and the consumer is becoming the locus of value creation and value extraction.
Experience Matters
MARCH 21, 2016
In a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this will be a popular topic for Temkin Group this year. Here’s a short snippet from my speech where I discuss the […].
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Steve DiGioia
MARCH 21, 2016
you've got big shoes to fill if you want to be the boss This original article was written by Steve DiGioia. They just hired some hotshot new manager…thinks he’s going to shake-up the place. Maybe, maybe not. Only time will tell. He lines his office walls with photos, awards and commendations from local newspapers and businesses. His desk is covered with assorted trinkets and babbles.
Customer Bliss
MARCH 24, 2016
Customer desire is an emotion, and emotions can bond you with your customer. Companies that understand the powerful emotional pull of customer desire obsess about getting to know their customers and learning their desires. (And sometimes those desires can be simple. Go back to listening to customers and learn how achievable customer desire may be.).
Advertisement
Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
InMoment XI
MARCH 25, 2016
In their book, The Future of Competition: Co-creating Unique Value with Customers, authors C. K. Prahalad and Venkat Ramaswamy suggest that “Informed, networked, empowered, and active consumers are increasingly co-creating value with the firm. The interaction between the firm and the consumer is becoming the locus of value creation and value extraction.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ijgolding
MARCH 24, 2016
Is it just me or do you find it weird when you search for someone on social media and you can’t find them? The same goes for businesses. If you don’t offer your customers numerous ways to contact you, the likelihood is the customer’s opinion of you is going to go down. Even if you have a Twitter account for promotional aspects only, you’re missing out on a whole world of customer service you could offer.
Kerry Bodine
MARCH 21, 2016
This is my forward to Guy Nirpaz’ s new eBook on customer success, Farm Don’t Hunt , available today on Amazon. The disciplines of marketing and sales have traditionally owned a controlling stake in building customer relationships. On the surface, this makes a certain amount of sense: We need to make customers aware of our offerings and get them in the door.
InMoment XI
MARCH 25, 2016
In their book, The Future of Competition: Co-creating Unique Value with Customers, authors C. K. Prahalad and Venkat Ramaswamy suggest that “Informed, networked, empowered, and active consumers are increasingly co-creating value with the firm. The interaction between the firm and the consumer is becoming the locus of value creation and value extraction.
Experience Matters
MARCH 23, 2016
We published a Temkin Group report, The Federated Customer Experience Model. Here’s the executive summary: When a company starts its customer experience (CX) journey, it often establishes a centralized team to build the necessary internal capabilities and catalyze change. However, that team’s effectiveness can be limited by a number of things, including divided attention within lines […].
Advertisement
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.
ijgolding
MARCH 22, 2016
Those who know me well will testify to the fact that when it comes to the subject of Customer Experience, I like to talk! In fact, Mrs Golding will argue that it is nigh on impossible to get me to stop! There is no denying that when you are passionate about a subject, it is enjoyable talking about it. So when Mark McArthur Christie and James Freeman-Gray from my good friends at Rubuss asked me if I would talk about my passion in front of a camera, it was impossible to refuse.
Steve DiGioia
MARCH 24, 2016
yesterday's service awards won't help your upset customer today! This original article was written by Steve DiGioia. The hospitality industry is the most unique in the business world because we don’t sell a product. We sell “ service.”. Whether it’s the hotel rooms, the soothing spa, a great Olympic-sized pool or multiple fantastic restaurants throughout a resort, they mean nothing to the guest if the overall experience is lacking.
InMoment XI
MARCH 21, 2016
Our most recent metrics indicate that more than one fourth of respondents take surveys on mobile devices these days! To get accurate results, it is necessary to optimize content for mobile use. Check out this step-by-step guide on a few ways to create an optimized experience for a Net Promoter Score® question across any device. View Article.
Michelli Experience
MARCH 23, 2016
Based on the opinion of many people far smarter than me, it appears that humans have been on a journey to bring order to chaos from the beginning of time. In fact, the great graphic artist M. C. Escher once noted “we adore chaos because we love to produce order.”. So think about the world today and the chaos which envelops you and your customers. A few moments of reflection result in the conclusion that UNCERTAINTY ABOUNDS!
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.
NICE inContact
MARCH 24, 2016
I recently did a webinar with CRMXchange on one-page journey mapping for contact centers. With over 230 people in attendance, there were great conversations and a lot of interest on this topic. In today’s hyper-modern world, understanding and managing the customer journey is a best practice for staying competitive, yet journey mapping can be time-consuming and complex and overwhelming at first.
BlueOcean
MARCH 24, 2016
Your contact center goals are to achieve cost-effectiveness and efficiency while also delivering exceptional service experience to your customers. The challenge is, how does that translate into numbers? Calculating contact center costs in order to build a business case for outsourcing depends upon a complex array of factors and considerations. We want to make it easy for you.
InMoment XI
MARCH 21, 2016
Our most recent metrics indicate that more than one fourth of respondents take surveys on mobile devices these days! To get accurate results, it is necessary to optimize content for mobile use. Check out this step-by-step guide on a few ways to create an optimized experience for a Net Promoter Score® question across any device.
Help.com
MARCH 21, 2016
Forget everything you think you know about millennials. Generation Z is on the rise and will soon be taking over the consumer market. But what do we really know about them? Marketers have been researching how to connect with Gen Z for years and have identified the group as screen addicts with short attention spans.
Advertisement
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?
NICE inContact
MARCH 23, 2016
Rajeev Shrivastava, Chief Strategy Officer at inContact, recently sat down with Fr. Robert Ballecer for This Week in Enterprise Tech at Enterprise Connect 2016. Hear what Rajeev had to say about inContact’s cloud contact center solutions , our strategy for leading the market in cloud technology, and how customers can properly deploy our solutions to meet their business needs.
CX Journey
MARCH 24, 2016
Image courtesy of avrene Today I'm pleased to share a guest post by Adam Rogers at Kayako. There is an abundance of metrics out there that can measure the quality of your customer support. But which one really shows how loyal your customers are? When measuring customer support, metrics help you see whether the service you’re providing meets the expectations of your customers.
InMoment XI
MARCH 21, 2016
Our most recent metrics indicate that more than one fourth of respondents take surveys on mobile devices these days! To get accurate results, it is necessary to optimize content for mobile use. Check out this step-by-step guide on a few ways to create an optimized experience for a Net Promoter Score® question across any device.
Help.com
MARCH 21, 2016
Forget everything you think you know about millennials. Generation Z is on the rise and will soon be taking over the consumer market. But what do we really know about them? Marketers have been researching how to connect with Gen Z for years and have identified the group as screen addicts with short attention spans. But soon this group of consumers will soon have all of the buying power.
Advertisement
Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Michelli Experience
MARCH 25, 2016
Living in the information age where there’s YouTube, from which hours are consumed for entertainment, as well as different social media platforms like Facebook and Twitter—everything has evolved to accommodate a more visual and tech-savvy generation. Companies, together with their tech support divisions should consider incorporating videos in their operation, as it has become a channel where people absorb tons of complex information nowadays.
CX Journey
MARCH 22, 2016
Image courtesy of Phillie Casablanca How do you identify, measure, and resolve painpoints and difficulties that your customers experience when they are trying to do some job with your products? I'm a huge advocate of journey maps as a tool to help you walk in your customers' shoes in order to better understand the steps they go through to do some job or to achieve some task with your organization.
Beyond Philosophy
MARCH 23, 2016
In this series, professionals debate the state – and future – of their industry. Read more here , then write your own #MyIndustry post). It’s not as lonely at the top as it once was. Where the standard C-Suite many years ago was a triumvirate of power shared between the CEO, the COO, and the CFO, today there are CIOs and CMOs, too. Now, I propose they make a little more room for the latest addition to the leadership: The Chief Customer Officer (CCO).
Customers That Stick
MARCH 20, 2016
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
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.
PeopleMetrics
MARCH 22, 2016
Joseph A. Michelli’s recent book, Driven to Delight , is centered on the customer-centric transformation and ongoing customer experience strategy at Mercedes-Benz USA. After reading the book, I had a few questions about some of the content and strategies Joseph covered. And here’s what resulted from the exchange. George Jacob: Joseph, what compelled you to write about the customer experience transformation at Mercedes-Benz USA?
Wired and Dangerous
MARCH 21, 2016
We are in the peak of the season of hyperbole. Spend a few minutes listening to the scream of the media and you learn, according to some pundit, every candidate is a saint, insane, or Satan. You finally dull the drone of the drivel by changing channels or simply ignoring the junk. What do you do with customer complaint magnification? How do you ferret out certainty from behind the customer’s emotional camouflage?
Beyond Philosophy
MARCH 21, 2016
Hiring people is one thing. Getting them engaged about their employee experience after they are hired is something else. However, in the job market we find ourselves in 2016, the two activities are critically important and intrinsically linked. The job market conditions are changing. Fortune ran an article at the end of last year that said, “It looks like the ‘jobless recovery’ has finally breathed its last breath.
Expert insights. Personalized for you.
200 
Let's personalize your content