InMoment XI
OCTOBER 1, 2015
More people in today’s world have smartphones than have toothbrushes. In many developed countries, smartphone penetration is at or above 70 percent. We live in a mobile world. The rapid adoption of mobile technologies has impacted everyday life in many ways and is changing the way businesses communicate with their customers. The CX industry is.
Experience Matters
SEPTEMBER 30, 2015
CX Day is less than one week away! As part of Temkin Group’s CX Day celebration , we created a new video, Customer Experience Matters ®. It shows the value and power of customer experience. Share it, share it, share it! The bottom line : Customer experience really matters. Customer Experience Matters is a registered trademark of Temkin Gorup.
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Experience Investigators by 360Connext
SEPTEMBER 30, 2015
I admit I was nervous. Growing up in the 1980’s and 90’s, the only association with the city of Medellin or the country of Colombia was hearing about the violence on the news. The violence is what made the news, of course, and it was primarily due to the drug trade. What didn’t make the […]. The post Focusing on Customers: Lessons from Medellin appeared first on Customer Experience Consulting.
Kayako
SEPTEMBER 29, 2015
Why you should set goals. Customer support goals are important for a number of reasons. Setting the right goals shows you understand the needs of your customers and what your team can do to better support them. Do not set goals randomly ; they should stem from extensive research that supports why you are setting them. Goals should be set at company level as well as at individual level, and you should understand how all these goals work together to achieve the overall company vision.
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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 30, 2015
Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth. To help solve this problem, the CXPA (Customer Experience Professionals Association) has dedicated a day to spread innovative approaches to customer experience across the world.
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
SEPTEMBER 29, 2015
We just published a Temkin Group report, Maximizing Value From Customer Journey Mapping. Here’s the executive summary: Customer Journey Maps (CJMs) are a valuable tool for understanding how customers truly interact across an entire organization, but companies aren’t capturing enough value from their CJM efforts. Creating a CJM is only the first step in the process for change; the real benefit comes from using the insights from CJMs to drive action.
Steve DiGioia
SEPTEMBER 28, 2015
What makes a leader? Is it making great speeches or bossing others around? Of course not. This original article was written by Steve DiGioia. Leadership. We all wish that others thought of us as a leader. We have the skills, the drive and the “ intestinal fortitude “…(whatever that is). We work hard, overtime as needed, without complaining.
InMoment XI
SEPTEMBER 28, 2015
What is happiness? Not an easy question to answer, and one that has tested the greatest thinkers for millennia. I thought I’d give it a go, too, since someone recently asked me this precise question. One of my client’s channel partners raised the subject of happiness, because we frequently ask customers about their feelings in questionnaires. When customers.
QuestionPro Audience
SEPTEMBER 28, 2015
Likert Scale and other scales designed to measure attitudes, such as satisfaction, are ubiquitous in market research. They have their uses that is for sure, but there are a few caveats one should be aware of. In this post we will start this review by looking at number of scale points. As researchers we have to maintain the balance between our client’s need for information and our respondents’ valuable time.
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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.
Kayako
OCTOBER 1, 2015
Morten Lundsby, ex-Googler and founder of user insights tool UserChamp, joined us for a webinar in which he took a look at ways to get more value out of your customer conversations. In the webinar, Morten talks us through how to push onboarding materials upstream before a potential customer is a customer. He also tells a surprising story of when he went on a customer visit and how they didn’t even have a computer , and how to deal with obstacles like this.
Steve DiGioia
OCTOBER 2, 2015
why do they do things like this? This original article was written by Steve DiGioia. That’s not the way it’s supposed to be? Why do we need to do this? I can’t work this way. What’s wrong with this company? How many times have you heard a newly-hired person say things like this? They come to their new job with rose-colored glasses and all of a sudden think that their new company does everything wrong.
InMoment XI
SEPTEMBER 30, 2015
Ever wonder how auto companies compare to other industries in responding to customer inquiries over social media? We’ve got the definitive answer for you, or at least for the auto and airline industries, in this week’s MaritzCX blog. Until next time.
Customer Bliss
SEPTEMBER 29, 2015
Unaided feedback provides real-time trending on customer issues as they are occurring. Unaided feedback is the constant flow of comments, insights and issues your customers and partners volunteer to you. Unaided feedback also includes looking inside your data to understand customer behaviors across the stages of their experience, to identify trends, opportunities and customer at-risk experiences.
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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?
AskNicely
SEPTEMBER 26, 2015
Here’s part two in our series on how to perform better in the boardroom. We interviewed directors of SaaS startups to get their insights. Quotes are anonymous to enable directors to speak their mind. 1: Check Your Pompoms At The Door. First off it’s worth reiterating what was said in the recent board relations article. Startup board members aren’t there to catch out or beat up the CEO.
CX Journey
OCTOBER 1, 2015
Image courtesy of zert.sonstige_2008 Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on April 15, 2015. Yogi Berra once said, " If you don’t know where you are going, you’ll end up someplace else." This is true in life and in any project you undertake. It’s also - rather, especially - true for your customer experience transformation efforts.
InMoment XI
SEPTEMBER 30, 2015
Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth. To help solve this problem, the CXPA (Customer Experience Professionals Association) has dedicated a day to spread innovative approaches to customer experience across the world.
Customer Bliss
OCTOBER 1, 2015
When we bring up the idea to leaders that they should call lost or lapsed customers, it is often met with fear and worry. Worry that they’ll get really irate customers on the other end of the line. Fear that they won’t be able to field the call. Actually the opposite often occurs. When customers or clients are called and the leader introduces who they are and why they called, people are thunderstruck.
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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.
AskNicely
SEPTEMBER 26, 2015
Here’s part two in our series on how to perform better in the boardroom. We interviewed directors of SaaS startups to get their insights. Quotes are anonymous to enable directors to speak their mind. 1: Check Your Pompoms At The Door. First off it’s worth reiterating what was said in the recent board relations article. Startup board members aren’t there to catch out or beat up the CEO.
Beyond Philosophy
OCTOBER 1, 2015
If you had the choice of doing something the easy way or the hard way, and you didn’t have to do anything morally, ethically, or legally wrong to do it the easy way, which would you choose? My guess is the majority of you would say take the easy way. I certainly would. When it comes to brands and their related experience, it’s critical that you KISS it.
InMoment XI
OCTOBER 1, 2015
More people in today’s world have smartphones than have toothbrushes. In many developed countries, smartphone penetration is at or above 70 percent. We live in a mobile world. The rapid adoption of mobile technologies has impacted everyday life in many ways and is changing the way businesses communicate with their customers. The CX industry is.
Customers That Stick
OCTOBER 1, 2015
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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,
Uniphore
SEPTEMBER 27, 2015
“I was asked, ‘Could you hold a moment?’ After 9 minutes and no service I gave up and hung up ”, complained a customer on a Yahoo forum way back in 2008, and she’s not the only one, especially with the rise of social media. No one likes to be put on hold. Read More.
Joe Rawlinson
SEPTEMBER 30, 2015
If you put yourself out there as a business, you better prepare for dealing with dissatisfied customers. Since consumers have developed a habit of checking online reviews before purchasing a product, it’s in your best interest to learn how to handle negative reviews. If you do it right, you can actually gain a lot – recovering from a mistake sometimes helps brands to develop stronger relationships with customers.
InMoment XI
OCTOBER 1, 2015
More people in today’s world have smartphones than have toothbrushes. In many developed countries, smartphone penetration is at or above 70 percent. We live in a mobile world. The rapid adoption of mobile technologies has impacted everyday life in many ways and is changing the way businesses communicate with their customers. The CX industry is.
Beyond Philosophy
SEPTEMBER 29, 2015
Apple’s latest operating system iOS 9 allows people to block ads while mobile browsing, a development that has digital marketers and publishers in a twist. As Ad Blocking pushes online advertising to the brink of irrelevancy, it’s important to appreciate how the User Experience (UX) provides an integral link to Customer Experience (CX). And also, what a poor UX means to your brand.
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
Win the Customer
SEPTEMBER 29, 2015
Onboarding retail staff can be overwhelming, especially with grand openings and seasonal hiring. The retail turnover rate in the U.S. is currently at 55.71%. For the 3rd quarter last year, the Bureau of Labor Statistics reported that 897 thousand jobs were gained in retail, while 905 thousand were lost. That amount of turnover is enough […].
Heart of the Customer
SEPTEMBER 30, 2015
Over the course of this blog I’ve interviewed a number of Customer Experience executives, working every day to improve their experience to increase loyalty. Customer Experience is still an emerging field, and these interviews gave me a great chance to hear others’ perspectives on the field, what it’s doing right, and where we can improve […].
InMoment XI
SEPTEMBER 30, 2015
Ever wonder how auto companies compare to other industries in responding to customer inquiries over social media? We’ve got the definitive answer for you, or at least for the auto and airline industries, in this week’s MaritzCX blog. Until next time. @christravell.
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