Experience Investigators by 360Connext
DECEMBER 1, 2016
Hawaiians have a reputation for delivering stellar customer service. They seem to always maintain a genuinely warm and friendly manner when dealing with their clients, making it virtually impossible to feel dissatisfied even after experiencing some sort of service failure. The secret may be that they have a sunny outlook on life that comes from living […].
InMoment XI
NOVEMBER 29, 2016
I wish I could take a poll right now to get your first reaction to this question and ask you what you perceive “own” to be… This is a very fundamental topic of today’s customer experience measurement world, and it is an interesting debate topic among many CX professionals and researchers. In fact, I have.
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Customer Bliss
NOVEMBER 30, 2016
Guest Post by Thomas A. Stewart and Patricia O’Connell, authors of Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight. SURPRISE AND DELIGHT. “Surprise and delight” has become a mantra for customer experience. We say forget about surprising customers – just delight them. We know that’s counterintuitive. Indeed, Wikipedia’s definition of customer delight is “surprising a customer by exceeding his or her expectations and thus creating a positive emotional reaction.
ijgolding
NOVEMBER 29, 2016
As a child growing up, no birthday party was complete without a rousing rendition of the Hokey Cokey. Also known as the ‘Hokey Pokey’ in some parts of the world, according to Wikipedia, it originates in a British folk dance, with variants attested as early as 1826. The song and accompanying dance peaked in popularity as a music hall song and novelty dance in the mid-1940s in Britain and Ireland.
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.
Steve DiGioia
NOVEMBER 28, 2016
This original article was written by Steve DiGioia. There’s a reason why Apple is a leader in not only technology but customer service too. They actually provide the vehicle(s) needed to service their customers’ needs. It’s not based on what Apple wants but on what their customers’ need. Here’s how I found out. I purchased a new iPhone 6 Plus on the Wednesday before Thanksgiving.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customer Bliss
DECEMBER 1, 2016
It’s been a busy 2016. Here we are, finally, at the last month of the year. I know most of you have already started 2017 strategy planning (or finished it), but I wanted to put together a bunch of customer experience improvement program assets in one place. You can clip and save this post to review during the holidays and get ready for 2017. It’s a series of competencies I’ve worked on over my career and within the past year.
Who's Your Gladys?
NOVEMBER 30, 2016
Does your customer service need a makeover? Even in high-end service environments, a seemingly tiny disconnect between a customer and a service provider can cause a customer to walk away from your business. Here are a few ways to minimize these types of service disruptions. It was a. The post Time for a Customer Service Makeover? appeared first on Who's Your Gladys?
Michelli Experience
NOVEMBER 30, 2016
Political pundits recently have been opining about the likely legacy of various global political leaders including Fidel Castro and President Barack Obama. Certainly, the word legacy seems fitting for leaders who play on the world stage, but what about the rest of us – ordinary people trying to lead our families, communities, and businesses? Is the concept of legacy relevant to us?
InMoment XI
DECEMBER 1, 2016
I’ve been in CX consulting over 20 years and what is interesting is that even with all the technological advances, many organizations struggle to tell a good story with their customer feedback. Part of the challenge is the magnitude of customer feedback available to organizations and drinking from the proverbial CX fire hose. The other.
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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.
Customer Bliss
NOVEMBER 29, 2016
Episode Overview. Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. Now she holds the same role at Pypestream , an enterprise mobile messaging platform. Pypestream is a much smaller company than AIG, currently existing in startup mode. But according to Donna, her role — and the steps she progresses through — are/were the same in both contexts.
AskNicely
NOVEMBER 29, 2016
This story starts with a whinge – which breaks the first rule of marketing – but people keep asking me we started AskNicely, and frankly, it was because I was steamed up about something… I’ve always flown a lot for work. On my favorite airline, and I’m a patriotic points collector. High status is an addiction – everything runs smoother; no check-in lines, priority for security, a lounge with power points and little sandwiches ….
Experience Matters
DECEMBER 2, 2016
In our latest Employee Engagement Benchmark, we found that only 26% of U.S. employees are highly engaged. How do we measure employee engagement? Several years ago, we examined the attitudes that drive engagement levels of employees. Our goal was to identify a small group of key drivers and create a simple measurement for employee engagement. […].
InMoment XI
NOVEMBER 29, 2016
I wish I could take a poll right now to get your first reaction to this question and ask you what you perceive “own” to be… This is a very fundamental topic of today’s customer experience measurement world, and it is an interesting debate topic among many CX professionals and researchers. In fact, I have. View Article.
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Alida
DECEMBER 1, 2016
If banks weren’t already feeling the pressure from financial technology (fintech) startups, they should be now: Fintech companies are officially mainstream. A report conducted by the tech company LinkedIn, the advisory firm Capgemini and the non-profit Efma found that half of banking customers around the world now use at least one product or service from a fintech firm.
Beyond Philosophy
NOVEMBER 30, 2016
Whenever I rent a car, I dread the moment when the agent asks if I want collision damage waiver insurance. I don’t want it, but the way the question is asked always makes me second guess myself for a moment. And then there is the confusing array of refueling options, and the half dozen clauses I have to initial on the application. By the time I’ve got the keys, I’m never entirely certain what I’ve signed up for.
Experience Matters
DECEMBER 2, 2016
In our latest Employee Engagement Benchmark, we found that only 26% of U.S. employees are highly engaged. How do we measure employee engagement? Several years ago, we examined the attitudes that drive engagement levels of employees. Our goal was to identify a small group of key drivers and create a simple measurement for employee engagement. […].
CX Journey
NOVEMBER 30, 2016
Image courtesy of GMC Software What are you doing to bring your customer communications into the 21st century and into alignment with customer expectations? Companies are making a huge effort to move their customer communications from traditional channels to the digital and social realm, while continuing to use and maintain offline communications, as well; however, there's a disconnect between the voice, tone, style, and messaging that is used in digital channels versus in traditional media.
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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
NOVEMBER 29, 2016
This story starts with a whinge – which breaks the first rule of marketing – but people keep asking me why we started AskNicely, and frankly, it was because I was steamed up about something… I’ve always flown a lot for work. On my favorite airline, and I’m a patriotic points collector. High status is an addiction – everything runs smoother; no check-in lines, priority for security, a lounge with power points and little sandwiches ….
GetFeedback
NOVEMBER 30, 2016
Consumers can always find a brand that delivers the same thing—just cheaper and faster. Here are 4 strategies to boost brand loyalty and customer retention.
Experience Matters
NOVEMBER 28, 2016
Last year the New York Times published an article describing Amazon as having a “bruising workplace,” a performance-based environment that often brings employees to tears. It seems that Amazon is changing its ways a bit. It recently announced that it was adjusting the way it evaluates employees. A spokesperson for Amazon described the change as follows: We’re launching a new annual review […].
Uniphore
NOVEMBER 27, 2016
by Karnail Jita Recent research found that banking through mobile apps is the number one way to bank. Another fact is that apps are by no means the only way customers get in touch with an organization when they have a query. Customers are now more connected and knowledgeable than ever before, using a number of channels to get answers. Indeed, technology-savvy customers, coupled with greater awareness of digital options are shaping up to be defining features of the Know Your Customer era.
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.
Wired and Dangerous
NOVEMBER 28, 2016
Customers today are more powerful than ever! And they base the majority of their decision on where to spend their hard earned dollars on the customer service experiences they encounter. Recent research shows 97% of customers say that customer service is very important or somewhat important in their choice of and loyalty to a brand! And 76% of customers say that the level of customer service is the true test of how much an organization values them!
ShepHyken
NOVEMBER 30, 2016
Jim Collins, author of the bestselling business book, Good to Great said, “Good is the enemy of great.”. A twist on this excellent concept is that, “Good is the foundation of exceptional.”. A good customer service experience is doing what you are supposed to do. That’s expected. In other words, it meets basic expectations. It’s satisfactory. It’s just good.
Experience Matters
NOVEMBER 28, 2016
Last year the New York Times published an article describing Amazon as having a “bruising workplace,” a performance-based environment that often brings employees to tears. It seems that Amazon is changing its ways a bit. It recently announced that it was adjusting the way it evaluates employees. A spokesperson for Amazon described the change as follows: We’re launching a new annual review […].
Esteban Kolsky
NOVEMBER 28, 2016
According to Google’s definition (which I am sure comes from a dictionary – but not even my kid knows what those are anymore) respite is an ancient word that comes from a latin root meaning refuge or consideration. The proper definition is below – you can read it, but I’ll save you the trouble – it’s about taking a moment to rest, or to get relief, from something hard or difficult.
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SuiteCX
NOVEMBER 29, 2016
Like every aspect of our lives, the world of work is going through massive change and transformation. The one company career model of the past has been replaced with a much more fluid, transitory world where moving from job to job and employer to employer is the norm. At the same time the skills that are in demand have also shifted creating shortage and competition for talent in certain areas, technology in particular, and a surplus in others.
ShepHyken
DECEMBER 2, 2016
This week on our Friends on Friday guest blog post my colleagues, Thomas A. Stewart and Patricia O’Connell, write about how to manage customer emotions and ensure that employees know how to be empathetic. Customers are smarter than ever and we must know how to create a positive experience. – Shep Hyken . When you check into a hotel on a business trip–at the end of a day of meetings or a less than relaxing flight–how do you feel?
Experience Matters
NOVEMBER 30, 2016
Are tech vendors helpful in making their IT clients successful? To answer that question, we surveyed 800 IT decision makers from North American companies with at least $250 million in annual revenues. We asked the following question: “How helpful are these IT vendors in making sure that your organization successfully achieves its desired value from the products and services […].
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