InMoment XI
AUGUST 5, 2016
Citius – Altius – Fortius Faster – Higher – Stronger The Olympic motto is reflected in the growth of technology in today’s world. The algorithms of Facebook and Google have shifted the way we consume news and information. The rise of mobile phone networks and smartphones has transformed our connection to current events and other.
Steve DiGioia
AUGUST 1, 2016
you created an atmosphere where no one can be successful or appreciated. This original article was written by Steve DiGioia. The boss is never wrong. His/her decisions are right and for all the obvious reasons; he knows better, he has the experience and he was put in charge because he’s the best qualified person the company has. Come on now, you know that’s B.S.!
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Experience Matters
AUGUST 1, 2016
Temkin Group just published a data snapshot, Social Media Benchmark, 2016. This annual research effort shows how consumer use of social media sites on both computers and mobile phones are changing. Here’s a description of the data snapshot: In January 2016, we surveyed 10,000 U.S. consumers about how frequently they use social media on their […].
Experience Investigators by 360Connext
AUGUST 3, 2016
I heard this question while speaking to a group not too long ago. It’s a great – and surprisingly complex – inquiry. When I quizzed the group, here are a few ideas I heard: “The minute someone decides to buy, that’s when they become a customer.” “The first time the customer has a problem or […]. The post When Does Your Customer Experience Start?
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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
AUGUST 5, 2016
In a crowded market where airlines of all types converge, price competition is tougher than ever, and passengers are more likely to ‘shop around’ for the best deals, it is becoming more and more difficult to secure loyal customers. Furthermore, for many frequent flyers the airline reward programmes that include upgrades and free flights are. View Article.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Kayako
AUGUST 3, 2016
Canned responses (also known as prefab replies and macros) are a boon to your customer service. They solve common customer problems in a timely manner while driving up your customer satisfaction score ( CSAT ) and lowering resolution times. Be wary, though. They can also become a crutch for ill-trained or overstretched agents and can turn on you in the snap of a finger.
Customer Bliss
AUGUST 4, 2016
One concept I get asked about a lot is customer retention strategy. It’s obviously important. Business tends to grow as a result of two factors: Your customer acquisition strategy. Your customer retention strategy. If you’re not acquiring and then retaining customers constantly, your business probably doesn’t have many years left. Now, a lot of businesses focus much of their effort on the customer acquisition side.
InMoment XI
AUGUST 5, 2016
Citius – Altius – Fortius Faster – Higher – Stronger The Olympic motto is reflected in the growth of technology in today’s world. The algorithms of Facebook and Google have shifted the way we consume news and information. The rise of mobile phone networks and smartphones has transformed our connection to current events and other. View Article.
ijgolding
AUGUST 1, 2016
Customer personas; buyer personas; call them what you will – businesses (notably marketing functions within them) have been creating and using this visual and descriptive method to ‘bring customers to life’ for many years. As Customer Experience has established itself across sectors globally, Customer Personas (if I may call them that) are now a core tool in the armoury of the Customer Experience Professional.
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NICE inContact
AUGUST 2, 2016
Guest blog post from our friends at Momentum Telecom. Great customer service has become necessary for building customer loyalty and is an increasingly important benchmark when companies are deciding where to take their business. A common theme for companies known for exceptional customer service is a robust, well equipped call or contact center. Simply put, these centers provide a human touch and a strong differentiator for the marketplace when deployed correctly.
C3Centricity
JULY 31, 2016
I had lunch last week with one of my ex-colleagues. We decided to try a new restaurant close to where she works. It’s only been open a month, and it shows. This hospitality outlet certainly has a lot to learn about customer centricity! I was able to share our “adventure” with the proprietor when his manager (naively?) asked us if we had enjoyed our lunch.
InMoment XI
AUGUST 5, 2016
In a crowded market where airlines of all types converge, price competition is tougher than ever, and passengers are more likely to ‘shop around’ for the best deals, it is becoming more and more difficult to secure loyal customers. Furthermore, for many frequent flyers the airline reward programmes that include upgrades and free flights are.
Kerry Bodine
AUGUST 4, 2016
On September 24, 2013, United Airlines sent out an email announcing its renewed commitment to customer experience and the resurrection of its “Fly The Friendly Skies” tagline from decades past. The email read, “‘Friendly’ now means more than it ever did. It means being user‑friendly. In other words, flyer‑friendly. We’re giving you an unmatched global network with more onboard product features, better technology and, of course, great customer service.”.
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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?
Michelli Experience
AUGUST 3, 2016
I suspect you’ve heard the phrase, “dollars to donuts.” From my research, its earliest reference occurred in 1876 and typically implies a wager where you are so certain of a bet that you are willing to gamble losing dollars (something of higher value) for the prospect of winning donuts (something of lower value). In truth, this blog isn’t about “dollars to donuts” it’s actually more about “dollars AND donuts.”.
Customers That Stick
AUGUST 1, 2016
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InMoment XI
AUGUST 5, 2016
Citius – Altius – Fortius Faster – Higher – Stronger The Olympic motto is reflected in the growth of technology in today’s world. The algorithms of Facebook and Google have shifted the way we consume news and information. The rise of mobile phone networks and smartphones has transformed our connection to current events and other.
Beyond Philosophy
AUGUST 1, 2016
I’d do almost anything to avoid calling tech support for my local cable and internet company. You probably feel the same way. It’s widely regarded as a miserable, time wasting experience. But tech support’s poor customer service is no accident. The New York Times reports that certain companies create a telephone customer service experience that is guaranteed to frustrate, annoy and anger anyone who dares to dial that 800 number.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
CX Journey
AUGUST 4, 2016
Image courtesy of terryhadalittlelamb What on Earth is catalytic questioning? My only exposure to the word "catalytic" was as a kid, when my dad (who used to work at Ford Motor Co.) would talk cars at the dinner table. Have you ever heard of a catalytic converter? It is typically part of a car's exhaust system; it's an emissions control device that turns toxic gases into less-toxic pollutants.
ShepHyken
AUGUST 3, 2016
Use Common Sense. My sister, Kim, lives in Park City, Utah. She moved from one home to another about two years ago. Four months later her water was turned off, and she found a notice on her door that she was in arrears with her payments to the water company. She knew there was a mistake. She was set up to “auto-pay” the water bill with her credit card, the same as she had done for her previous home.
InMoment XI
AUGUST 5, 2016
In a crowded market where airlines of all types converge, price competition is tougher than ever, and passengers are more likely to ‘shop around’ for the best deals, it is becoming more and more difficult to secure loyal customers. Furthermore, for many frequent flyers the airline reward programmes that include upgrades and free flights are.
Beyond Philosophy
AUGUST 3, 2016
Pain Points. We all have them. We all hate them. So do your customers. There are the physical pain points and mental pain points. I like to avoid both, but today I am talking about the second lot. When you are a customer, your pain points are a nuisance. However, when you are designing a Customer Experience, customer pain points are invaluable—especially when your competition has the same ones.
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Customers That Stick
AUGUST 4, 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.
ShepHyken
AUGUST 1, 2016
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. (AllBusiness) Social media is an invaluable tool to help market your brand, but what good is it without a target audience?
InMoment XI
AUGUST 3, 2016
Several years ago, I worked for a large software company that used NPS®, or Net Promoter Score®, as the primary VoC measure for each of its product lines. For those of us in product line leadership rolls, receiving our NPS score was like having an annual grenade tossed in the room—particularly if the score had. View Article.
Wired and Dangerous
AUGUST 1, 2016
T he landscape of customer service has been re-contoured. Today’s customers are not at all the way they used to be 20 years ago. What has caused customers to be so different? First, customers get terrific service from some organizations and use those experiences to judge everyone. Second, customers have far more choices than ever before so they are forced to use their purchase experience as their primary tool for discernment.
Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach
More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio
Heart of the Customer
AUGUST 4, 2016
You wouldn’t play soccer without your forwards. You’d never try basketball without guards. So why do so many teams try to win at CX with only a partial team? At HoC we’ve had the amazing opportunity to work with all kinds of companies: non-profits, retailers, insurance companies, you name it. The one consistency is a […]. The post CX is a team sport.
ShepHyken
AUGUST 2, 2016
Bruce Turkel Shows Us How to Brand for. Customer Service Success. Shep speaks with branding expert, author, and professional speaker Bruce Turkel about how to brand your company for customer service. Bruce shares important tips and tools from his new book, “ All About Them ,” as they discuss the influence your customers have on your brand and how properly branding your company is essential for success.
InMoment XI
AUGUST 3, 2016
Several years ago, I worked for a large software company that used NPS®, or Net Promoter Score®, as the primary VoC measure for each of its product lines. For those of us in product line leadership rolls, receiving our NPS score was like having an annual grenade tossed in the room—particularly if the score had.
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