ijgolding

APRIL 4, 2017

There are certain things in life that are indisputable. Money does not grow on trees, is just one example. The earth is round, is another. Additionally, it cannot be denied that we – that is you and I – in fact all people on the planet – are human beings. I know that often human beings behave in a way that puts our humanity in doubt, yet even though not all people share the same moral or ethical code, we are all humans nonetheless.

Technology 336

Technology Innovation Leadership Customer Experience Professionals 336

Kayako

APRIL 6, 2017

Where do you begin when you develop a new product or feature? Product development can seem overwhelming. There are so many moving parts that trying to create something valuable from nothing can seem impossible. And with so many stakeholders to please, whose opinion should you seek? All too often a product development cycle starts with market research, gets approved by the board, developed and sold by a sales team before support is ever involved.

Feedback 257

Feedback Metrics Management Meeting 257

InMoment XI

APRIL 7, 2017

Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. It’s about viewing VoC itself and VoC actions and metrics as value chains. What is a value chain? It’s a sequence of value-adding activities. Value chain thinking.

ROI 200

ROI Metrics Marketing Customer Experience 200

Customer Bliss

APRIL 6, 2017

eConsultancy just put out a guide around customer experience best practices , some of which are detailed in this blog post. Two stats jumped out at me right away — and those two stats are indicative of problems that some CX teams are having. Good news, though: they are also indicative of opportunities for growth and revenue within your organization.

Touchpoint 230

Touchpoint Leadership Call Center Survey 230

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.

Data

Experience Matters

APRIL 4, 2017

We released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers. Here’s a link to FAQ’s about the Ratings. As a follow-up, we published blog posts that examine the results for each of the 20 industries. You can see links to all […].

Industry 200

Industry Survey Consumers Customer Experience 200

InMoment XI

APRIL 7, 2017

Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. It’s about viewing VoC itself and VoC actions and metrics as value chains. What is a value chain? It’s a sequence of value-adding activities. Value chain thinking.

ROI 200

ROI Metrics Marketing Customer Experience 200

Customer Bliss

APRIL 4, 2017

Episode Overview. Southwest Airlines has an industry-standard approach to promoting people from within. Sonya LaCore actually began as a flight attendant, rose through many levels of service leadership with in-flight crews, and today is the leader of all in-flight operations. This conversation is about that journey, her calling to serve, and more. About Sonya.

Airlines 204

Airlines Hospitality Leadership Connections 204

Experience Matters

APRIL 3, 2017

We just published a Temkin Group report, 2017 Temkin Experience Ratings, UK. This is the same customer experience benchmark that we’ve been publishing for U.S. firms over the past seven years. The UK Temkin Experience Ratings is a cross-industry, open-standard benchmark of customer experience. To generate these scores, we asked 5,000 UK consumers to rate […].

Report 185

Report Groups Consumers Industry 185

Alida

APRIL 4, 2017

Half of shopping malls in the United States will either close down or suffer steep decline in the next few years, according to one industry analyst. Though brick and mortar sales are down only five percent since 2015, the closure of many anchor tenants has significantly impacted shopping malls. Brick-and-mortar is making a comeback , but many retailers struggle to drive sales.

Retail 191

Retail Innovation Strategy Omni-Channel 191

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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.

Customers

InMoment XI

APRIL 6, 2017

Next week, join over 500 professionals preparing to gather at CXFusion to learn how to create exceptional customer experiences. Customer experience experts from Reliant, Wells Fargo, Intel and more will share best practices and exciting innovations to improve the way customers interact with brands, products and employees. Caesars Entertainment VP Total Service Terry Byrnes and.

Culture 200

Culture Sales Entertainment Innovation 200

Vonage

APRIL 4, 2017

Recently, Craig Borowski, Customer Service Market Analyst for the online technology consultancy Software Advice, released a new report which studied if better customer service is the “necessity” that AI needs to be relevant. We had the opportunity to speak with Mr. Borowski to learn a little more about what his research uncovered. What have been some of the significant AI developments over the last few years?

Customer Service 159

Customer Service Chatbots Social Media Software 159

Experience Matters

APRIL 6, 2017

Someone recently raised the question: Why do companies need a chief customer officer… isn’t that the job of the CEO? Versions of that question have been around since the role started to become popular more than five years ago. It’s a fair question, since organizations can’t just keep adding new “Chief <Fill In The Blank> […].

Chief Customer Officer 161

Chief Customer Officer Customers Company Customer Experience 161

Uniphore

APRIL 6, 2017

There's no denying the fact that customer service is critical to any business. As customers have more alternatives than ever, the businesses that win the battle of customer service gain a clear competitive advantage. That's why it's so important to understand how new technologies can help your company keep that competitive edge in order to best serve your customers and ultimately improve the efficiency of your business Here are four of the hottest technology trends ready to significantly improve

Trends 164

Trends Technology Competitive Advantage Customer Experience 164

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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.

Communication

InMoment XI

APRIL 4, 2017

Dealership in-store digital video is nothing new. But what’s new about the recent announcement from General Motors is the potential for a large group of GM auto retailers to offer narrow-casting content to an audience already stationed at the dealership that isn’t exclusively the same ole “price and item” strategy retailers seem to crave.

Retail 200

Retail Video Groups Strategy 200

ijgolding

APRIL 3, 2017

Finally, a book has been written to help anyone aspiring to become a Certified Customer Experience Professional (CCXP)! I wish I could claim the credit for such an important milestone for the fledgling, global, professional qualification… but I cannot! Thankfully, a friend and mentee of mine, Michael Bartlett, has done the hard work for the CX community.

Customer Experience Professionals 152

Customer Experience Professionals Healthcare Government Customer Centricity 152

Alida

APRIL 5, 2017

Long after the Affordable Care Act spurred a shift from fee-for-service to value-based , patient-centric care, many health care providers are still at a loss. What exactly does “patient-centric” care mean? What does it look like, and how should providers implement it in their practices and hospitals? Enter: The kings of customer-centric service, interaction and engagement—retail brands.

Retail 154

Retail Customer Base Strategy Rewards Programs 154

GetFeedback

APRIL 6, 2017

Learn how BRP’s family of powersport brands turn to GetFeedback to measure and understand customer experience and boost dealer insights.

Customer Experience 150

Customer Experience Measurement Customers Brands 150

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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?

Customer Experience

InMoment XI

APRIL 4, 2017

Dealership in-store digital video is nothing new. But what’s new about the recent announcement from General Motors is the potential for a large group of GM auto retailers to offer narrow-casting content to an audience already stationed at the dealership that isn’t exclusively the same ole “price and item” strategy retailers seem to crave.

Retail 200

Retail Video Groups Strategy 200

Uniphore

APRIL 5, 2017

In today’s omnichannel world, the customer journey is no longer a straight line from A to B, but rather a meandering path, encompassing multiple touchpoints. Read More.

Customer Journeys 138

Customer Journeys Omni-Channel Touchpoint Customers 138

NICE inContact

APRIL 5, 2017

The fashion world constantly needs shaking up, and TechStyle is doing exactly that. By providing monthly shipments of trend-setting clothing for subscribers, TechStyle is reinventing retail for millions of its customers. Whether it’s the active wear of Fabletics, footwear with Shoedazzle, women’s fashion from JustFab, or children’s items via FabKids, TechStyle’s great taste doesn’t stop at clothing.

Contact Center 120

Contact Center Customer Service Fashion Metrics 120

CX Journey

APRIL 5, 2017

Image courtesy of Castles, Capes & Clones I originally wrote today's post for Clicktools. It was published on their blog on June 7, 2016. I've made slight modifications. Are you following the 10 Commandments of Customer Experiences? Or is it time for a confession? In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year!

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

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.

Retail

InMoment XI

APRIL 6, 2017

Next week, join over 500 professionals preparing to gather at CXFusion to learn how to create exceptional customer experiences. Customer experience experts from Reliant, Wells Fargo, Intel and more will share best practices and exciting innovations to improve the way customers interact with brands, products and employees. Caesars Entertainment VP Total Service Terry Byrnes and.

Culture 182

Culture Sales Entertainment Innovation 182

Beyond Philosophy

APRIL 5, 2017

Of course, we all make mistakes. Some of us make mistakes multiple times a day. Businesses need to be mindful of mistakes they make that impact their employees and customers. Company Apology Guidelines. A Company needs to have clear guidelines for handling a mishap and how to deliver an apology message. Also, someone in a Senior role needs to sound remorseful and express truthfulness when something wrong has occurred.

How To 133

How To Guidelines Customer Journeys Course 133

Uniphore

APRIL 4, 2017

When implementing a new contact center, or transforming to a next generation one, the most critical piece of the puzzle is not the technologies implemented, but the vendor that does the implementing. Read More.

Contact Center 100

Contact Center Technology 100

Wired and Dangerous

APRIL 3, 2017

You take your car in for regular maintenance and your body in for a physical exam. Women get a mammogram; men get a PSA check. The optometrist checks your eye sight; the audiologist your hearing and your dentist checks for cavities. What about the service you provide to your customers? Does it get a regular check-up? Today’s wired and dangerous customers are vain – expecting treatment that telegraphs they are special and unique, not just one of the masses.

Innovation 102

Innovation Fashion Analysis Feedback 102

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Tips

Win the Customer

APRIL 6, 2017

Customer relationship management software has become an essential sales tool for businesses. The global CRM market grew 12.3 percent from 2014 to 2015, from $23.4 billion to $26.3 billion , Gartner reported. By 2020, the market is expected to be worth $48.4 billion. As CRM use has grown more widespread, the number of CRM options available to businesses has proliferated.

CRM 108

CRM Company Customer Experience Social Media 108

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Complaints are opportunities to show how good you can be. – Shep Hyken. Treasure the learnings to maximize business earnings! Disappointments can be delightful! The way you look at the issues can make a huge difference in resolving them.

Poor Customer Service 108

Poor Customer Service Advertising B2B Policies 108

Uniphore

APRIL 3, 2017

Intruder alert! While it is crucial to find out exactly how your customer feels, in order to deliver better service, intrusive methods like surveys and callbacks can easily end up shooting your efforts in the foot. Read More.

Measurement 100

Measurement Customer Experience Survey Customers 100