InMoment XI
NOVEMBER 10, 2016
The real value of customer experience programs is not in gathering customer feedback, but in putting the voice of the customer to work. While there was never a positive return on investment (ROI) for simply measuring satisfaction (no more than there is a positive ROI for taking your temperature when you are sick), today’s cost/benefit.
Experience Matters
NOVEMBER 9, 2016
I’m sure you’re not surprised to hear that mobile customer experience is on the rise, but this infographic provides some more insights on what that shift looks like. It pulls from a variety of Temkin Group research, including: Data Snapshot: Channel Preferences Benchmark, 2016, Five C’s of Mobile VoC Disruption, Data Snapshot: Media Use Benchmark, 2016, and The State […].
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Vonage
NOVEMBER 10, 2016
The CEO of Busey Bank, Van Dukeman, has an interesting concept he calls the of Business. I heard his presentation on the subject of how quickly a business moves when I had the privilege of working with the bank, and I realized the importance of how velocity applies to the customer service experience. What comes to mind when you hear the word velocity ?
ijgolding
NOVEMBER 8, 2016
As a young boy growing up in London, and with a football loving father, I had the pick of a number of world famous clubs to become a fan of. Arsenal, Tottenham Hotspur, Chelsea, Crystal Palace, Fulham and Queens Park Rangers are among 14 professional teams based in London, still competing in the top four divisions of English Football. Sadly, I chose to follow my fathers footsteps and become a fan of his team – Leyton Orient.
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InMoment XI
NOVEMBER 8, 2016
Setting yourself apart from the crowd in your career can be a difficult task. It requires time and effort. Certification is an important part of career development, especially for those in Market Research and Customer Experience (CX) fields. In the rapidly growing and changing field of Customer Experience and Voice of the Customer (VOC), certification.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Steve DiGioia
NOVEMBER 7, 2016
how else will you REALLY know what's going on? This original article was written by Steve DiGioia. Stop complaining about your customers. “They’re too demanding; always have something negative to say and they look for discounts”. Well, have you ever tried to be your own customer? According to an American Express 2011 Survey, 3 in 5 Americans (59%) would try a new brand or company for a better service experience.
GetFeedback
NOVEMBER 8, 2016
Loyal customers save your company money, predict future sales, generate referrals, and gain value over time. Here are 5 ways to drive customer loyalty.
InMoment XI
NOVEMBER 10, 2016
The real value of customer experience programs is not in gathering customer feedback, but in putting the voice of the customer to work. While there was never a positive return on investment (ROI) for simply measuring satisfaction (no more than there is a positive ROI for taking your temperature when you are sick), today’s cost/benefit. View Article.
Experience Matters
NOVEMBER 7, 2016
As you read the title of this post, you were likely thinking that there’s been a typo. Departments of Transportation (DoT) around the country have been called a lot of names, but good designers isn’t a common label. In this one case, though, I want to give a shout out for a part of the MA DoT’s roll […].
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Michelli Experience
NOVEMBER 8, 2016
Brand advertising, marketing, and sales efforts are all “promises”. The product and service experiences that follow those promises either fall short, deliver on, or exceed the promises made as customers choose to engage your brand. In a world where many make distorted claims, people are inspired by experiences and stories of those who meet or exceed the expectations they create.
Kayako
NOVEMBER 10, 2016
Why worry about churn when you can just get new customers? New SaaS companies are obsessed with growth. Think of growth like hosting a party at your home. You stand out in your front yard and invite any passer by to enter, while your close friends are sneaking out the back door because you’ve not offered them a drink or a snack. Your house will fill up quickly but without hospitality, your guests will leave just as quickly.
InMoment XI
NOVEMBER 8, 2016
Setting yourself apart from the crowd in your career can be a difficult task. It requires time and effort. Certification is an important part of career development, especially for those in Market Research and Customer Experience (CX) fields. In the rapidly growing and changing field of Customer Experience and Voice of the Customer (VOC), certification.
GetFeedback
NOVEMBER 8, 2016
Loyal customers save your company money, predict future sales, generate referrals, and gain value over time. Here are 5 ways to drive customer loyalty.
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.
Experience Matters
NOVEMBER 7, 2016
As you read the title of this post, you were likely thinking that there’s been a typo. Departments of Transportation (DoT) around the country have been called a lot of names, but good designers isn’t a common label. In this one case, though, I want to give a shout out for a part of the MA DoT’s roll […].
CX Journey
NOVEMBER 9, 2016
CX Journey™ turns 5! This week marks five years since I started blogging at CX Journey. It's been an amazing journey so far! I started the blog as a way to share what I've learned over the last 25+ years, and I can honestly say that, through this process over, I've learned so much more. I've made some new friends, worked with some new clients, and have just had a great time!
Beyond Philosophy
NOVEMBER 7, 2016
Dunkin’ Donuts, Honda, and McDonald’s are all gigantic brands with huge reputations. However, each of them has something else in common. They have each partnered with a sports franchise in a brilliant play to boost the emotional engagement with the team’s fans. Each program targets specific team fans and celebrates that connection with a reward. Dunkin’ Donuts gives DD Perks® rewards program members coffee for $.87 after every win during the season in honor of Tight End, Rob Gronkowski (#87) as
Comm100
NOVEMBER 10, 2016
Every industry can expect a solid hike in sales during the holiday season, and this year is no exception: according to the National Retail Federation, sales this year are predicted to increase 3.6% to $655.8 billion, which is significantly higher than the 10-year average of 2.5%. To prepare for the flood of shoppers before the holiday season, many retailers take to seasonal hiring.
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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?
Wired and Dangerous
NOVEMBER 7, 2016
This week we celebrate Veteran’s Day and we deeply thank all those who have served for their service! We both had the distinct honor and privilege to serve our country. Chip is a highly decorated Vietnam War veteran. New arrivals to any combat zones quickly learned that the difference between a veteran and a novice was far more than war stories. They had an expression for it on the front line in Viet Nam: “grunt eyes.
Customer Bliss
NOVEMBER 8, 2016
Episode Overview. Lee West is the Pastor of Guest Experiences — a very new role in the not-for-profit “church world” (as he calls it). I was very intrigued by this role and really wanted to understand how Lee has gone about extending customer experience into faith, which is obviously a very important part of many people’s lives. Lee has taken a very deliberate path for understanding the touch points in the church member experience — based on significant research, listening and
Beyond Philosophy
NOVEMBER 9, 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.
Who's Your Gladys?
NOVEMBER 7, 2016
Is soft skills training important at the airport? Absolutely. It’s important everywhere, since research shows that 85% of job success comes from having well-developed soft skills. For the traveler (customer), the level of airport customer service can severely impact the travel experience. Here’s one example of the difference soft skills.
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Win the Customer
NOVEMBER 9, 2016
Great customer support has one goal; to make it easy for customers to get their problem solved painlessly and quickly. Out of all of the customer service methods available, email, phone or chat, live chat is by far the simplest, fastest and least obtrusive. It’s no surprise that almost one third of all consumers are now expecting live chat to be available on any business website.
Customer Bliss
NOVEMBER 10, 2016
I’m probably a little bit late on my annual planning post here, because it’s almost Thanksgiving. When you get to that period in between Thanksgiving and Christmas at most offices, there’s a lot of year-end fiscal closeout rush, but usually the annual planning is done by then. Regardless, a lot of people come back from New Year’s and revisit their annual planning approach.
ShepHyken
NOVEMBER 7, 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. What’s stopping your customers from being loyal? by Graham Jones. (Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers.
Michel Falcon Experience
NOVEMBER 7, 2016
In this video, I share how to affordably hire employees and build your company culture by creating a recruiting video, looking internally and speaking to your best customers. The post The Most Affordable Ways to Hire Employees and Build Your Company Culture appeared first on Michel Falcon.
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.
Win the Customer
NOVEMBER 7, 2016
It is a lot easier to make money as a business if you give your customers what they want. However, that can be a lot easier said than done. Managing customer needs and maintaining a profitable company at the same time are things business owners have to learn to balance. What can you do to include your customers in your marketing campaigns to ensure that you say what they need to hear in order to make a confident purchase?
OpinionLab
NOVEMBER 9, 2016
Omnichannel fulfillment strategies, such as “Buy online, pick up in store” (BOPUS for short) or click-and-collect, can provide a win-win for both you and your customers. You will be able to take full advantage of cross-selling, promotions, and existing inventories – all while saving substantially on costs. For their part, your customers get what they want quicker than standard shipping and more conveniently than when they purchase off the shelf.
ShepHyken
NOVEMBER 8, 2016
Roy Atkinson on Amazing Technology and. Advances in the World of Customer Service. Shep Hyken speaks with HDI’s senior writer/analyst, thought leader, customer support guru, and co-host of the popular #CustServ Tweet Chat, Roy Atkinson. They discuss how technology is advancing customer service and support. From self-service options to social media, from chatbots to AI, technology is changing how businesses and their customers interact.
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