InMoment XI
SEPTEMBER 2, 2016
Brand loyalty means sticking with a company regardless of whether there exists a more logical solution to your need. You remain loyal because the company has strengthened their relationship enough with you to justify charging a higher price, building their brick and mortar farther away, or even taking off from the tarmac 20 minutes late. View Article.
GetFeedback
SEPTEMBER 1, 2016
Happy customers become the repeat buyers who keep your business alive. Here are 5 reasons you should constantly monitor your customer satisfaction metrics.
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Vonage
AUGUST 30, 2016
Are you heading to Dreamforce? It is one of NewVoiceMedia’s biggest annual events. In fact, we always seem to grow our Dreamforce presence year over year – bigger parties, bigger sponsorship and bigger customer showcases. And this year promises to be our biggest Dreamforce yet. We’ve kicked off our Dreamforce 2016 prep with a Gold Sponsorship, and we’ve officially launched our microsite , which details our party, booth information and meeting details.
Experience Matters
SEPTEMBER 1, 2016
Last year, Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 5th and we’re planning another exciting celebration. Temkin Group has labelled 2016 The Year of the Emotion for customer experience. As you’ll see below, we’re continuing that theme in our CX Day plans: Thought leadership video: Bruce will interview renowned author and thought […].
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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
SEPTEMBER 2, 2016
Brand loyalty means sticking with a company regardless of whether there exists a more logical solution to your need. You remain loyal because the company has strengthened their relationship enough with you to justify charging a higher price, building their brick and mortar farther away, or even taking off from the tarmac 20 minutes late.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Michelli Experience
AUGUST 31, 2016
Have you been watching Domino’s global strategy over the recent number of years? If not, I think the pizza giant it worthy of study. Unbeknownst to many, Domino’s is an amazingly forward looking company. While other brands like Polaroid or Blockbuster have run into a bit of a complacency trap (thinking that what brought them success would also assure them sustainability), Domino’s restlessly agitates their industry by rethinking their product and their delivery platform.
Experience Matters
AUGUST 30, 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.
Customer Bliss
SEPTEMBER 1, 2016
I wanted to talk for a quick second about strategic management in customer experience. If you’ve been listening to my podcast — and the next episode is No. 20, which is crazy — you’ve probably heard many CCOs and other senior customer experience leaders talk about strategic management. I’ve been blessed to have some great guests who really “get” it, but over the years I’ve obviously also encountered people that miss the concept of strategic managem
Steve DiGioia
AUGUST 29, 2016
Never take your existing employees for granted This original article was written by Steve DiGioia. The schoolyard created natural leaders. They were the ones that chose the teams. They were the first ones at bat, their friends sided with their opinions and they led the way with their rebellious streak. You can spot them a mile away. In business it’s not always that easy to find a leader.
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GetFeedback
SEPTEMBER 1, 2016
Happy customers become the repeat buyers who keep your business alive. Here are 5 reasons you should constantly monitor your customer satisfaction metrics.
Omnicus
AUGUST 31, 2016
A 2015 study by the Ponemon Institute found that 47% of data breaches are caused by malicious or criminal attacks. In addition to making you sit up straight, that fact should it clear that you need to prioritize your contact center security. You have established your CRM and picked a cloud-based solution. Now, you need to focus on contact center security.
Storyminers
AUGUST 31, 2016
Note: This article comes from the perspective of the author’s work in the science and the art of customer experience. Its implications may be more broadly received. At the beginning of their customer experience enhancement journeys, many organizations go after so-called low-hanging-fruit projects. These are the ones that minimize the need for change while increasing economic outcomes at the same time.
Kayako
SEPTEMBER 1, 2016
The concept of collaboration is easily dismissed as a soft goal. Something that’s “nice to have” in team dynamics, but rarely considered critical to the bottom line. When we launched the new Kayako in July, we aimed to reverse that type of thinking. That’s why we introduced collaborators as a user role in Kayako—to help our customers work better together and break down silos between their teams.
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.
Alida
AUGUST 30, 2016
The Customer Intelligence Summit is a place to learn about the latest trends in marketing, customer experience and innovation. More than just a conference for learning, the Summit offers a unique opportunity to get some face time with business leaders from the most customer-centric global brands—a chance to enhance your career and make connections. To help you get the most out of every networking opportunity, we asked past attendees who are members of Connected Wisdom, our Vision Critical custom
Customer Bliss
AUGUST 30, 2016
Episode Overview. There’s confusion oftentimes in CX work about “customer success” vs. “customer experience.” Are they synonyms? Do they mean very different things? What does it all mean for a CCO? Jose Vergara is the Chief Customer Officer of McKesson Medical Imaging. McKesson (the parent company) is a Fortune 15 company and has been a leader in the health care space for years.
Storyminers
AUGUST 30, 2016
Every once in a while, you come across a customer experience that just stands out for being so good. That happened to me as a consumer this summer and I wanted to share it with you. My 14-year-old daughter is in her first year of high school in an IB (international baccalaureate) program. Her summer work included brushing up on her Spanish. We ordered the suggested textbook and companion listening exercises workbook from a third-party book reseller.
Comm100
SEPTEMBER 1, 2016
Social media. The ultimate double-edged sword of customer care. On the one hand, social media provides businesses with a premier location to engage with customers, address emerging problems, and discuss service improvements. On the other hand, social media can be a shaming ground where underperforming businesses are raked over the coals by everyone with an internet connection and a chip on their shoulder.
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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?
Customers That Stick
AUGUST 29, 2016
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CX Journey
AUGUST 30, 2016
Image courtesy of Pixabay Journey maps are my favorite tool in the CX toolbox. If you've been reading my blog - or following me on social media - for a while, that statement should not be a surprise! I've written many times about the reasons to map , the benefits of mapping , and some of the basic principles to ensure mapping success. By now you know that journey mapping is a necessity if you want to understand the current state of the customer experience.
Storyminers
AUGUST 31, 2016
Note: This article comes from the perspective of the author’s work in the science and the art of customer experience. Its implications may be more broadly received. At the beginning of their customer experience enhancement journeys, many organizations go after so-called low-hanging-fruit projects. These are the ones that minimize the need for change while increasing economic outcomes at the same time.
Beyond Philosophy
AUGUST 31, 2016
Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. Why? They don’t know what to do next. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed. Here is a step-by-step guide to help you implement your new and improved Customer Experience.
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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,
Wired and Dangerous
AUGUST 29, 2016
We are seeing a lot of threshold alarms these days. Highway freeways tell us “minimum speed 40 mph.” It is a way of keeping horse drawn buggies off the road. Minimum orders signal that only volume purchases are allowed. Even Disney has threshold alarms that say a child must be “this tall” to get on a particular attraction. As her two older sisters zipped past the “this tall” sign, it promoted my youngest granddaughter to say, “Tell them that scary things don’t scare me!”.
CX Journey
SEPTEMBER 1, 2016
How will you and your company be celebrating CX Day this year? CX Day is a celebration of customer experience professionals, those folks who work tirelessly to design and deliver a great customer experience to their customers. This day is meant to not only highlight the profession but also to continue to raise awareness of the importance of the customer experience.
Storyminers
AUGUST 30, 2016
Every once in a while, you come across a customer experience that just stands out for being so good. That happened to me as a consumer this summer and I wanted to share it with you. My 14-year-old daughter is in her first year of high school in an IB (international baccalaureate) program. Her summer work included brushing up on her Spanish. We ordered the suggested textbook and companion listening exercises workbook from a third-party book reseller.
Beyond Philosophy
AUGUST 29, 2016
By now, it’s clear to many of you that your Customer Experience is an excellent competitive differentiator for your organization. However, if you only consider the aspects of your experience that appeal to people at a logical level only, you are not taking full advantage of what we know about customers and what influences them. All people have different influences that come to bear on what they buy and from whom.
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.
ShepHyken
AUGUST 31, 2016
Customer Support. Have you ever called a company’s phone support number, talk to their customer service rep, have that rep transfer you to another person, only to have to repeat the story all over again? It gets even worse when you get transferred or call back a third or fourth time. How about when you dial the company’s support number and the automated prompt asks you to put in your customer number.
iPerceptions
AUGUST 31, 2016
Great news! A purchaser has been shopping around on your website for a couple of weeks. Not only that, but they have also visited your competitors’ website, asked their friends for advice and read product reviews, and they have finally decided to make their purchase on your website.
Amity
AUGUST 29, 2016
Before we go any further, it is probably a good idea to point out that the Terminator from the title is not the nasty, melty, out-to-get-you T-1000, but the friendlier T-800 who discovered love for squishy humans and who is actually looking for ways to help them. All the while sporting that awkward smile. In case this pop culture-heavy introductory paragraph means nothing to you, no worries.
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