InMoment XI
JUNE 20, 2017
Depth of Insight + Breadth of Influence = Speed of Success Register Now – June 22, 2017 Based on the 2016 CXEvolution Survey by MaritzCX, only thirty-eight percent of customer service (CX) professionals say their programs are successful. With expectations and demands from customers and company executives constantly growing, how do CX professionals help improve.
Customer Bliss
JUNE 22, 2017
I want to bring up an interesting example of customer experience innovation that has been discussed (but not directly) in recent weeks. It’s a little bit nuanced, so bear with me. (BTW, the overall idea of “customer experience innovation” is obviously very far-reaching, and numerous books have been written on it. This is just about one aspect.).
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Vonage
JUNE 23, 2017
What is marketing? A quick Google search on the word marketing reveals this from the American Marketing Association (And, they should know!): Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. Great definition, but marketing has changed.
BlueOcean
JUNE 21, 2017
Looking for an outsourced contact center partner is one of the most complex undertakings for any strategic sourcing professional. It requires a thorough understanding of the contact center world as well as the inner workings of your organization’s processes, business objectives, and brand promises. Finding the right contact center for you is going to take more than a strategic RFP.
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
JUNE 23, 2017
The strongest companies embrace their culture and the engagement of people who comprise it. Most traditional and effective Voice of the Employee programs focus on learning from employees about several key areas. These include degree of engagement and commitment to the organization’s success; performance climate, leadership effectiveness, work environment, communication, relationships with co-workers and career.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Matters
JUNE 18, 2017
In case you missed it, Amazon.com is buying Whole Foods for $13.4 billion, and the news immediately drove down the stock price of competing supermarket chains. My take: I love this move. I’m not talking about what it means for Amazon, which spent about 3% of its net worth on Whole Foods. Instead, I’m focusing on […].
Kayako
JUNE 22, 2017
Whether you’ve worked in support for a month, or a decade, you will have run into an angry customer. Maybe they’re angry because of something you did or something out of your control. But why they are angry doesn’t matter; it’s up to you to fix it. Angry customers can be some of the most nerve-wracking people to come into the inbox. You can never be quite sure whether what you say is going to solve or exacerbate the issue.
InMoment XI
JUNE 23, 2017
The strongest companies embrace their culture and the engagement of people who comprise it. Most traditional and effective Voice of the Employee programs focus on learning from employees about several key areas. These include: degree of engagement and commitment to the organization’s success; performance climate, leadership effectiveness, work environment, communication, relationships with co-workers and career.
NICE inContact
JUNE 21, 2017
With the inclusion of so many technologies, and more coming, companies may be wondering what customers want? How can they, as an organization, provide the elevated customer experience? Give Customers What They Want: Fast Action and Human Interaction. Brands should tune into their customer preferences to ensure they’re providing the best possible experience.
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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.
Experience Matters
JUNE 20, 2017
Temkin Group announces the release of the 2017 Temkin Customer Service Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the customer service of 295 companies across 20 industries. USAA earned the highest score in the Temkin Customer Service Ratings for the fifth year in a row. Its banking business earned the only […].
GetFeedback
JUNE 21, 2017
Website Surveys give you all the power of a GetFeedback survey, and they can live anywhere on your site. Engage more web visitors—no coding required.
InMoment XI
JUNE 20, 2017
Depth of Insight + Breadth of Influence = Speed of Success Register Now – June 22, 2017 Based on the 2016 CXEvolution Survey by MaritzCX, only thirty-eight percent of customer service (CX) professionals say their programs are successful. With expectations and demands from customers and company executives constantly growing, how do CX professionals help improve.
Alida
JUNE 23, 2017
If there were any doubts that the grocery industry was on the verge of a major disruption, Amazon’s acquisition of Whole Foods just put it to rest. The deal, announced last week, is valued at $13.7 billion and received a considerable amount of media attention. With the acquisition, Amazon, one of the most valuable brands in the world, is now officially in the grocery market.
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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.
CX Journey
JUNE 20, 2017
Image courtesy of Pixabay I originally wrote today's post for Clicktools. It was published on their blog on September 28, 2016. In this first part of a two-part series, I'll outline some important ways to ensure that your company is putting the customer at the center of all it does. Why are companies in business? For customers, right? To create and to nurture a customer, to be specific.
Kerry Bodine
JUNE 18, 2017
I recently received this question from a reader in the UK: Which is more effective, creating journey maps based on actual customer stories or creating journey maps based on stories created (imagined) by employees? That’s a great question. But it’s actually not a matter of which one is more effective. In fact, both types of maps are essential components of any journey mapping process.
InMoment XI
JUNE 19, 2017
Editor’s note: This post is a snippet of an article originally published on Engagement Strategies Media. Read the full article. In a perfect world, actively engaged employees deliver your brand promise each and every day. They listen to customers, empathize with them, quickly resolve issues, go above and beyond to make them feel special and. View Article.
Beyond Philosophy
JUNE 22, 2017
It is critical to consider the “anatomy” of an interaction in a Customer Experience. The sheer number of things that occur in an interaction at the same time can seem astonishing. Understanding what happens when your team interacts with a customer and why it is an essential element to taking your Customer Experience to the next level. The Anatomy of a Customer Interaction can make or break your Customer Experience.
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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?
CX Journey
JUNE 22, 2017
Image courtesy of Pixabay I originally wrote today's post for Clicktools. It was published on their blog on October 25, 2016. In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. In Part 1 of this two-part series, I left off with Step 3: Outline the Customer Lifecycle.
NICE inContact
JUNE 20, 2017
While contact center agents typically serve as the face of the company, we know that there are many internal functions that influence a customer’s experience. A contact center can have the best technology and most proficient agents, but without effective relationships with other organizational functions, the contact center will not be able to deliver the ideal customer journey.
InMoment XI
JUNE 19, 2017
Editor’s note: This post is a snippet of an article originally published on Engagement Strategies Media. Read the full article. In a perfect world, actively engaged employees deliver your brand promise each and every day. They listen to customers, empathize with them, quickly resolve issues, go above and beyond to make them feel special and.
Kerry Bodine
JUNE 20, 2017
Clients who want to bring customers into a co-creation workshop frequently ask us about the logistics—like the right incentives to get people to participate and which customers should (and shouldn’t) be invited. But often our clients are most worried about over-promising the actions they’ll take after customers go home: How do we solicit feedback about what’s broken in today’s experience without promising to fix every detail?
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.
Bill Quiseng
JUNE 19, 2017
Your most important assets are not your customers and your employees. It’s how your customers and your employees feel about your company. Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement. Happy employees are inclined to go above and beyond for your customers.
Michelli Experience
JUNE 20, 2017
Would you eat at a restaurant where no human employees are present? Ten years ago I couldn’t have imagined I would ask such a question. Now, I am saying “yes” to that inquiry! Itsa Eatsa. In case you missed it there is such a restaurant it is called Eatsa. Eatsa is touted as an “employee free” dining establishment with seven locations spread across Berkely, San Francisco, New York City, and Washington D.C.
Beyond Philosophy
JUNE 19, 2017
I’ve been flying major airlines for a long time, and like everyone else, I’ve noticed the changes – and not in a good way. The checked baggage fees. The snacks we don’t get anymore. Exorbitant fees to change an itinerary and seats that are way too cramped. At one point, carriers said these changes were necessary to stay afloat amid skyrocketing fuel prices.
Kerry Bodine
JUNE 21, 2017
A few years ago, one of my best friends bought me a poster. It arrived in a large envelope, folded up into quarters. As I pulled it out, I could see that one side was blank white and, as my fingertips soon discovered, the other side was covered in a thick carbon film. It was impossible to remove the poster without getting the carbon all over my hands… With every movement, my fingers acquired more powder and promptly dotted the periphery of the blank white side with black smudges.
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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,
ShepHyken
JUNE 21, 2017
My buddy went to dinner with his wife to celebrate their anniversary. The server overheard them talking about how many years they had been married and was flattered they chose to spend their special night at the restaurant. So, he brought them over complimentary champagne. They were surprised and most appreciative. That is, until the bill came. As my friend looked over the bill he noticed there were two complimentary glasses of champagne on the bill had a charge of two dollars per glass.
Michelli Experience
JUNE 22, 2017
The post Infographic: Customer Experience Creation: Give ’em a Reason to Hire & Keep You appeared first on Joseph Michelli.
Wired and Dangerous
JUNE 19, 2017
Eye candy! It is such a really cool label. It should be a phrase that has a terrific reputation. After all, who doesn’t like candy? And, “a sight for sore eyes” is a positive and encouraging statement. Most of us see too much plain vanilla and drab stuff. But, eye candy has a shady reputation. It typically means attractive but superficial. It’s like the apple that Snow White ate – it looks really great to take a bite out of, but at the end of the day it will put your customers in a deep slee
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