InMoment XI
NOVEMBER 4, 2015
Two very divergent trends are coming to a head, which could potentially change the way the industry does business. On one hand, CX programs and customer needs are more targeted towards a dialogue with the individual customer. On the other hand, personal data and data-protection regulations are becoming more restrictive. This collision means businesses are.
Experience Matters
NOVEMBER 4, 2015
We just published a Temkin Group report 2015 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings. Here is the executive summary of the report: The 2015 Temkin Experience Ratings of Tech Vendors evaluates the customer experience of 62 large technology vendors.
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Steve DiGioia
NOVEMBER 5, 2015
Guest Post by Kate Nasser, The People Skills Coach™ This original article was written by Steve DiGioia. Today’s guest post is by Kate Nasser, The People Skills Coach™, Founder & President CAS, Inc. She uses real life stories to ignite true customer focus, and here is her story. You can’t have a discussion about customer service without customers stressing the importance of listening.
Experience Investigators by 360Connext
NOVEMBER 2, 2015
For those of us who are sports fans (cough cough, Go Cubs!) it’s sometimes weird to hear about our beloved teams as “products.” This term is thrown around a lot by team owners who fight with cities over stadiums and parking lots. In the last few months, I’ve had the privilege of getting an up-close […]. The post Sports Lessons – How to Turn Customers into Fans appeared first on Customer Experience Consulting.
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InMoment XI
NOVEMBER 6, 2015
Your respondents might know more than you think. Including a “don’t know” option in a survey is an issue that is currently under speculation. The “don’t know” option can be explicit, as shown with the scale, or it can be implicit by the use of skip patterns within a survey. It’s a powerful option to.
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 2, 2015
it's really not that difficult This original article was written by Steve DiGioia. A long-term repeat customer is the goal of every business, one who continues to purchase from you time and time again. But what is it that keeps them coming back? Is it low prices, a continual stream of coupons, loyalty programs, or late night operating hours? These are all good ways to attract a customer, but are these enough reasons to gain their trust and make them truly loyal?
C3Centricity
NOVEMBER 1, 2015
In the UK, there was a recent, highly publicised “significant and sustained cyber-attack“ on the Telecom company Talk Talk’s website. According to the news as I write this, it seems that a fifteen (!!!) year old Irish lad and a 16-year-old Brit may be responsible. They might have been able to steal information such as [.]. The post How a Company Reacts to a Crisis Says a Lot About its Customer Centricity appeared first on C3Centricity.
InMoment XI
NOVEMBER 4, 2015
As I mentioned last week, we’re in the market for a car. As the shopping saga continues, an amazing thing is happening. If you’ve been in the industry for a long time, you tend to think you know everything. There’s nothing new and there are no new lessons to be learned. How wrong that thinking.
CX Journey
NOVEMBER 5, 2015
Today I'm pleased to share a guest post by Denise Lee Yohn. To excel in customer experience, you can't just rely on good design and solid execution. Your customer experience shouldn't just be great -- it should also be differentiated. Customer experience has evolved just as product and service did. Time was, all you needed was a good quality product.
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Kayako
NOVEMBER 4, 2015
The founders of Sorry ™ will be joining us on November 11 to present a webinar on how to prepare your company to weather a storm of customer complaints. The Q&A will be led by Kayako’s Head of Support Sarah Chambers, and you’ll have the chance to win one of two Small Business accounts with Sorry™! Sign up for the webinar now. Did you hear about the TalkTalk data hack last week?
Customer Bliss
NOVEMBER 3, 2015
Your work will be successful when you take a stair-stepped approach to gaining leadership clarity and commitment to the CX competency framework. As you embed the five competencies, over time, what your company stands for will shift. Starting with the lives of customers and employees will drive decision-making and elevate how your company is perceived.
InMoment XI
NOVEMBER 2, 2015
Katy Churches, manager of CX at American Family Insurance, discusses the importance of moments of truth in retaining your customer base.
Comm100
NOVEMBER 6, 2015
You’ve been there before. You go to your favorite shop and you happily make your way over to the register to make your purchase. But despite your cheery demeanor, the cashier’s not smiling back. You can feel the smile slide off your face as he stares back at you with dead eyes, like he’s looking through you. You leave the store doors defeated, receipt in hand, and you wonder why something so small like that bothered you.
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.
CX Journey
NOVEMBER 3, 2015
Image courtesy of hattie.burgher I originally wrote today's post for Intradiem.It appeared on their blog on May 21, 2015. When we empower employees, does that impact their productivity? Employee empowerment is one of those phrases that often causes people to groan. Is it just another piece of employee lingo or a catch phrase? No, absolutely not. It's an important concept to both reducing employee effort and increasing employee engagement.
Customer Bliss
NOVEMBER 5, 2015
The five competencies of your customer-driven growth engine are comprised of a series of actions and decisions that impact both the operation of your business and its cultural disposition. Over time, the customer experience competencies will move from being disruptive to part of business as usual. In this evolution, leadership and employee behavior will mature from requiring facilitation to natural collaboration once skill sets have become embedded throughout the organization.
InMoment XI
NOVEMBER 5, 2015
Dr. Gary Rhoads, co-founder of Allegiance, discusses the importance of creating an environment where your customers feel smarter after having an interaction with your frontline employees.
Comm100
NOVEMBER 4, 2015
Would you accuse a play of being bad just because the actors used a script? Of course not. The same should apply to a quality customer service chat. Sure, it’s a little different from theater–you are responding to a customer’s immediate questions and needs, and not just providing entertainment. But a successful live chat script is like a play with a choose-your-own-adventure twist.
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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?
Beyond Philosophy
NOVEMBER 3, 2015
Let me set the scene. My career was plateauing. I had done well, but things had started to get a bit stale. Then, I had a meeting/interview with Neil Hobbs. Neil would have the biggest impact on my professional life. Neil had a reputation of being a tough boss. He set high standards and expected people to achieve them. He didn’t suffer fools gladly.
Kristina Evey
NOVEMBER 3, 2015
Everyone dreams of more customers, more sales, more profits. But would your business survive that growth? This podcast walks you through the dream of growth and helps you take a hard look at the areas you need to consider focusing on to be sure you grow effectively and don’t ever hear from your customers… “They grew so fast they forgot about me. So I left and found a company that cares.”.
InMoment XI
NOVEMBER 6, 2015
Your respondents might know more than you think. Including a “don’t know” option in a survey is an issue that is currently under speculation. The “don’t know” option can be explicit, as shown with the scale, or it can be implicit by the use of skip patterns within a survey. It’s a powerful option to.
Customers That Stick
NOVEMBER 3, 2015
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Win the Customer
NOVEMBER 2, 2015
In today’s customer-centric world, empathy, efficiency and sincerity in customer communications is non-negotiable. We’ve heard them all – from, “Thank you for being a valued customer” to “I understand your frustration.” Traditional, scripted support lines are not only sound inhuman, but they tend to upset customers even further.In today’s customer-centric world, support should still carry […].
Esteban Kolsky
NOVEMBER 3, 2015
I wrote last week about a framework to have better cloud discussions. I said two things: it took me over a year to be able to write that short piece (which is true), and I will write many more things along those lines. I also did an interview with an old colleague of mine who is now the CMO at Logikcull. Started as a short discussion on industry cloud – but ended up being a full-on discussion on cloud concepts and misconceptions.
InMoment XI
NOVEMBER 6, 2015
Your respondents might know more than you think. Including a “don’t know” option in a survey is an issue that is currently under speculation. The “don’t know” option can be explicit, as shown with the scale, or it can be implicit by the use of skip patterns within a survey. It’s a powerful option to.
SuiteCX
NOVEMBER 3, 2015
The Customer Experience (CX) ?eld is growing, and companies are realizing that it makes clear business sense. For companies that practice CX, MarketsandMarkets.com predicts a compound annual growth rate (CAGR) of 17.3% from 2014 to 2019. But how do you ensure the investment you place in CX will be well spent?
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 5, 2015
Millennials and Alphas are beginning enter into they period buying power. From boomers to alphas, the changing customer base signals the need for business owners to adapt and implement new marketing strategies. Over the last century, statisticians and researchers have organized age groups into cohorts that seem to carry buying and value trends. In population and workforce representation, […].
Wired and Dangerous
NOVEMBER 2, 2015
Lifetime warranties are a common feature of the product world. They essentially say, “we guarantee that the object you bought will work as long as you own it. If the product ever fails, we promise to replace it or repair it to your satisfaction.” Lifetime warranties, as opposed to limited warranties, are designed to be bold statements communicating confidence in a product.
InMoment XI
NOVEMBER 4, 2015
If we want to improve the customer experience, we have to go through the customer experience. As I mentioned last week, my wife and I are in the market for a car. As the shopping saga continues, an amazing thing is happening. If you’ve been in the industry for a long time, you tend to think. View Article.
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