Customer Bliss
APRIL 4, 2018
Have you recently become a chief customer officer? If you’re taking on a CCO role in a company, there’s a lot of work that has to be done to get your customer experience program off the ground and running. From getting executive buy-in, to understanding the inner workings of the organization itself, and looking for areas of opportunity, it can all seem so overwhelming.
Brad Cleveland Blog
APRIL 4, 2018
Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately. Some relatively simple analysis can go a long way toward tightening up your projections.
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Kristina Evey
APRIL 5, 2018
Service After the Sale Matters. How many customers did you lose today? It may be a hard question to answer. The answer may lie in the question – How many poor experiences did your customers encounter today while working with your company? 89% of consumers began purchasing from a competitor following a poor experience (RightNow Technologies). Based on the size of your company and number of staff working with customers – front line, contracts, sales, billing, service techs, etc –
Kayako
APRIL 4, 2018
The thought of introducing live chat is daunting. You’re opening up the floodgates to a new channel, and it’s another thing added to your already growing list of apps to manage. Why bother with live chat if it adds this much pressure to you and your team? Live chat is increasingly becoming an essential support tool as a growing number of customers won’t shop somewhere that doesn’t offer real-time chat.
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.
ShepHyken
APRIL 4, 2018
I’ve got good news and bad news for you. The good news is that you no longer have to keep up with your competition; the bad news is that now you have to keep up with your customer – meaning your customer’s expectation of the service that makes you competitive. Perhaps you just heard that your competitor is working hard to take away business from you – maybe they’re announcing a new product; maybe they’re advertising a major sale; maybe they’re opening a new location.
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
APRIL 3, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to TriCare for earning the top customer experience score in the health plan industry.
QuestionPro Audience
APRIL 6, 2018
Advertising agencies are facing a lot of adversity in 2018. With more and more big brands like Sprint, Netflix, and L’Oreal cutting their agencies to take their advertising in-house, ad agencies are scrambling to re-route. U.S. ad agencies are not at risk of becoming obsolete, reportedly bringing in over $48 billion in 2016 and employing over 200,000 people, but the growth in this industry is slowing.
C3Centricity
APRIL 2, 2018
What’s your gut response to the title question about eliminating Market Research Departments? Yes? No? It depends? I am probably in the third camp. No, if it is a department that integrates and analyses information from multiple sources, and then delivers actionable insights and recommendations. Yes, if it is the traditional market research department.
InMoment XI
APRIL 4, 2018
The Shift Is Upon Us Customer experience is at an inflection point. We are in a transformational moment where significant demographic and technological shifts have changed our expectations of brand interactions. Companies like Uber have reduced consumer patience with friction in the brand experience. Companies like Amazon and Warby Parker are scrambling our notions of online.
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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
APRIL 6, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Whirlpool for earning the top customer experience score across TV & appliance makers.
QuestionPro Audience
APRIL 4, 2018
Tax Day, April 17th, is fast approaching. One of the fiscal perks (maybe the only?) that comes with having children is getting a small tax credit. What about pet owners, many of whom consider their pets to be a part of their family? These furry family members can be expensive as well, with the average pet owner spending around $1,400 in the first year, according to the ASPCA.
Centriam Customer Experience Lab
APRIL 5, 2018
In J.D. Power’s most recent U.S. Retail Banking Customer Satisfaction Study, the six largest banks (Bank of America, Citigroup, JPMorgan Chase, PNC Financial, U.S. Bancorp and Wells Fargo) lead the industry in customer satisfaction. Smaller banks and credit unions fell behind, suggesting less effective investments. But how can this be? Shouldn’t these big banks be losing the customer experience battle to the more personalized service of their smaller, more local competitors?
InMoment XI
APRIL 2, 2018
As CX professionals, surveys and programs are our world. We get excited by the different ways we can analyze data and gain insights. However, this is not generally the case for the frontline users. Their focus should be acting on the data, not on searching for the information they need or trying to understand what. View Article.
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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.
Experience Matters
APRIL 5, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Georgia Power and Florida Power & Light for earning the top customer experience score in the utilities industry.
AskNicely
APRIL 4, 2018
How does a SaaS-based fleet software company solve complex customer needs at scale? They rally their entire organization around customer feedback. Fleet Management Software Meets Real-Time Customer Feedback. To say the fleet management industry is complex is a massive understatement. The role of a fleet manager requires keeping several dozen spinning plates in the air (vehicle maintenance, strict regulatory com pliance, stringent budgetary requirements, logistics management, and everything in be
CX Journey
APRIL 4, 2018
Are journey maps a waste of time, or can you really use them to drive CX change? There's a big problem brewing out there when it comes to journey mapping: Too many folks view journey maps as useless, when instead, the maps should be seen as one of the (if not the ) most powerful tools and processes in the customer experience professional's arsenal. Done right, you can drive real CX change with your journey maps!
InMoment XI
APRIL 2, 2018
As CX professionals, surveys and programs are our world. We get excited by the different ways we can analyze data and gain insights. However, this is not generally the case for the frontline users. Their focus should be acting on the data, not on searching for the information they need or trying to understand what. View Article.
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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?
Experience Matters
APRIL 2, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Holiday Inn Express and Marriott for earning the highest customer experience scores in the hotel industry.
NICE inContact
APRIL 6, 2018
Customer satisfaction (CSAT) surveys notoriously have a rather low participation rate. Most surveys fail to respect the customer’s time when required to hang on at the end of an interaction and then go through an unknown number of questions delivering no obvious benefit to the customer. Participation rates can diminish if you’re not incentivizing your customers to actively provide feedback.
Vonage
APRIL 3, 2018
Unfortunately, some customers won’t complain directly to a company even when they’re unhappy; they’re unlikely to let the business know so it can address the problem and hopefully keep the customer. This is particularly true if the offense in question is relatively minor, and if complaining about it would run the risk of sounding petty. Yet, minor irritants and customer dissatisfiers do have power to compel a customer to seek a better experience elsewhere — without ever telling you, the business
TechSee
APRIL 3, 2018
Customer churn in the age of information is a fact of life for every business in every industry. Customers have unprecedented access to data, enabling easy comparisons of alternatives, as well as hassle-free provider changes with a simple click of a button. With Accenture reporting that 77% of consumers are no longer loyal to any particular brand, companies must work harder than ever to retain their customer base.
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
APRIL 4, 2018
Congratulations! Temkin Group announces the winners of its 2018 Customer Experience Vendor Excellence Awards: Clicktale, Medallia, Qualtrics, Rant & Rave, Waypoint Group Vendors were evaluated based on their nomination forms that included five sections: 1) company overview, 2) “make the case” for their nomination, 3) three detailed case studies, 4) future direction, and 5) three or more customer references.
NICE inContact
APRIL 3, 2018
Ten million residents rely on 211 LA County in a natural disaster or public health emergency. But on a daily basis, thousands of individuals who make up the area’s most vulnerable, at-risk populations—veterans, homeless families, even those who have committed crimes—depend on the agency for critical health, personal and social services. Just as those in Los Angeles rely on the agency’s 60 community resource advisors for connection, information and referrals, 211 LA County depends on NICE inConta
IntouchInsight
APRIL 5, 2018
In part-one of our interview, Jim - founder of Heart of the Customer and Certified Customer Experience Professional (CCXP) - provides many great insights for customer experience (CX) professionals looking to build a standout CX program across their organization.
Customer Guru
APRIL 5, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.
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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,
Experience Matters
APRIL 6, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to FedEx and UPS for earning the top customer experience scores in the parcel delivery industry.
NICE inContact
APRIL 4, 2018
Cloud computing is now an archaic term. Every business is moving to the cloud and it is just a matter of time before a big swap out from premise. If you think you are not going to embrace cloud, think twice. Chances are, you send office emails through Office 365, you talk to your coworker in Webex, share files in Dropbox, sign your sales contracts in Docusign, take an Uber home, watch movies in Netflix and “like” in Facebook but don’t realize how permeating these cloud applications are – be it w
IntouchInsight
APRIL 4, 2018
Jim Tincher provides many great insights for customer experience professionals looking to build a standout CX program across their organization.
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