Experience Matters
APRIL 17, 2017
Amazon.com CEO Jeff Bezos recently sent a letter to shareholders sharing his view on how Amazon would avoid what he calls “Day 2,” because… Day 2 is stasis. Followed by irrelevance. Followed by excruciating, painful decline. Followed by death. And that is why it is always Day 1. I’ve shared the full letter below, but want […].
InMoment XI
APRIL 21, 2017
In this day and age, spending time with loved ones is precious. There are so many distractions and everything and everyone move so fast. It’s good every once in a while to be able to stop, take stock of your life and enjoy time out with friends and family. Nightmare at the Restaurant My partner. View Article.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Michelli Experience
APRIL 18, 2017
I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability. With all this angst about the state of United’s customer experience and the doomsday reporting about the “fatally flawed” nature of air travel in general, I was reminded of that classic l
Experience Investigators by 360Connext
APRIL 17, 2017
Have you ever had to deal with a customer who was really angry? While most days aren’t perfect, if generally takes a lot for us to get red-in-the-face angry. Of course there are exceptions to this rule, and some people are just plain nasty. But most of us don’t set out looking for conflict, and that includes your customers. So let’s talk about when customers are furious- when they are so angry they yell at representatives of your company.
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.
Experience Matters
APRIL 20, 2017
We are finally seeing a movement by the general business world to seriously focus on the role and value of employees, which is why “Embracing Employee Engagement” is one of our 2017 CX Trends. Temkin Group has viewed employee engagement as a critical foundation for customer experience since our inception. It’s one of our Four CX Core […].
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ijgolding
APRIL 19, 2017
This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. I must remind readers that the ‘tips’ are in no particular order – tip number five is no less important than tip number one – although all the tips are connected to each other in some way.
BlueOcean
APRIL 18, 2017
Running a successful strategic sourcing process for high value services like outsourced customer service is a complex undertaking. The process extends from building and running an RFP competition, through delicate negotiations, and right down to crafting the service level agreement. The senior strategic sourcing professional must be an expert in not only his or her own field of supply chain, but also an expert in the stakeholder’s and supplier’s businesses as well.
AskNicely
APRIL 17, 2017
(developing executive buy-in). In the last post, we took a look at what NPS is and why you need to pay attention. In this post, we’re gonna to take a look at how you can achieve ‘executive buy in.’. After all, if your executives are not on board, your company can’t really benefit from NPS. The trouble is they probably won’t believe right off the bat, if you just tell them that NPS is awesome.
InMoment XI
APRIL 21, 2017
This year’s MaritzCX Auto Summit participants went full throttle at the Las Vegas Motor Speedway. CX leaders from the industry’s top automotive manufacturers went lightning fast down the straight-away’s and tightly hugged corners in some of the fastest, most exciting cars in the world. The event provided great networking opportunities among outstanding auto peers and.
Advertisement
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.
Alida
APRIL 19, 2017
A renowned luxury fashion brand announces deep job cuts. A multinational discount shoe retailer files for bankruptcy protection. A major department store chain, once the biggest name in retail, admits that its future is now in doubt. These examples are just a sampling of the stunning headlines coming out of the retail sector. Dubbed the “retail apocalypse,” the recent wave of retail closures is one of the biggest the business world has ever seen.
Customer Bliss
APRIL 19, 2017
Guest Post by Mary Walton, author at SimpleGrad – Education and Writing Tips. E-Commerce site’s leadership often focuses on end to end customer experience for their shopping sites, by using CX approaches like Customer Journey Mapping and advanced approaches like establishing Customer Rooms. But sometimes the basics can be overlooked. So here are 9 fundamental and perhaps obvious ways in which online shopping experiences can be improved. 1.
Kayako
APRIL 20, 2017
Customer support teams focus their efforts on three goals: solve the problem, make the customer happy and set them up for success. In essence, the support team is responsible for delivering a great customer experience. The way we go about achieving these staples of support may vary, but we’re all working towards the same end goal: a better customer experience.
InMoment XI
APRIL 21, 2017
In this day and age, spending time with loved ones is precious. There are so many distractions and everything and everyone move so fast. It’s good every once in a while to be able to stop, take stock of your life and enjoy time out with friends and family. Nightmare at the Restaurant My partner.
Advertisement
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.
Who's Your Gladys?
APRIL 17, 2017
Could a social media customer service crisis happen to your company? Here are some tips for managing one. The post Handling a Social Media Customer Service Crisis appeared first on Who's Your Gladys?
IntouchInsight
APRIL 20, 2017
When creating customer satisfaction surveys , it’s necessary to come up with survey questions that provide your business with accurate, actionable feedback about the key drivers of customer satisfaction or dissatisfaction. Collecting this actionable feedback is the key to being able to drive improvements to your customer experience.
GetFeedback
APRIL 19, 2017
In the financial services industry, client relationships hinge on more than just customer service.
InMoment XI
APRIL 18, 2017
There’s tremendous power in customers advocating for your brand via “word of mouse,” and many companies are wondering how to harness the customer feedback collected through surveys to bolster their company’s online presence. Here are two key guidelines to ensure authenticity and trust: Always ask respondents if they want their comments to be posted on.
Advertisement
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?
Uniphore
APRIL 21, 2017
Once upon a time, price and quality were the essence of buying decisions, but today more and more people are choosing brands based on whether the overall customer experience meets their expectations, and the failure to do is leading customers to look for brands that will. As the Millennial generation has become the largest worldwide, it's now crucial that a brand’s customer service capabilities are ready to meet the needs of these customers and to provide the experience they expect.
Steve DiGioia
APRIL 17, 2017
lets highlight some great examples of service This original article was written by Steve DiGioia. April is Customer Loyalty Month. To celebrate, I share a few examples of great service that were submitted by the loyal readers of this blog. It’s nice to read something positive – aren’t we all getting tired of that United Airlines story? Lindsey Hartig , Marketing Manager at Martin Resorts on California’s Central Coast, shares this story….
GetFeedback
APRIL 17, 2017
See how Net Promoter Score® shifts to a metric that matters when you build out an integrated, action-oriented program.
InMoment XI
APRIL 18, 2017
There’s tremendous power in customers advocating for your brand via “word of mouse,” and many companies are wondering how to harness the customer feedback collected through surveys to bolster their company’s online presence. Here are two key guidelines to ensure authenticity and trust: Always ask respondents if they want their comments to be posted on.
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 18, 2017
Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, we track many consumer attitudes. To gauge the overall quality of life for the U.S. population, we created the Temkin Well-Being Index (TWBi) based on a few of those attitudinal elements. The TWBi is based on a survey […].
Customer Bliss
APRIL 20, 2017
I realize everyone and their mother and their mother’s dog walker has weighed in on the United incident by now, but people have been prodding me for my formal response. And so I am parsing it out for you in two parts. This will be Part 1. It’s a blog post explaining one angle I think is under-discussed, which is the impact on employees of a brand when an incident like this occurs.
Uniphore
APRIL 17, 2017
Treating customers as individuals is not as hard as it may seem, provided you implement the right technologies into your center to enable such personalization. Read More.
CX Journey
APRIL 19, 2017
Image courtesy of pedrosimoes7 Do people leave managers or do they leave companies? My last few posts have focused a bit more on culture and leadership (or lack thereof); in today's post, I'll continue the trend with a focus on management sins. I found three separate items that I wanted to share with you, all quite interesting, some with overlap. The first is a whitepaper I recently came across titled 7 Deadly Sins of Management™.
Advertisement
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,
Steve DiGioia
APRIL 17, 2017
lets highlight some great examples of service This original article was written by Steve DiGioia. April is Customer Loyalty Month. To celebrate, I share a few examples of great service that were submitted by the loyal readers of this blog. It’s nice to read something positive – aren’t we all getting tired of that United Airlines story? Lindsey Hartig , Marketing Manager at Martin Resorts on California’s Central Coast, shares this story….
Customer Bliss
APRIL 18, 2017
Episode Overview. Anne Herman is the Chief Customer Officer for MSA – The Safety Company, the world’s largest manufacturer and distributor of safety equipment. If you’ve ever seen this specific hardhat on a construction project or road crew, that’s MSA: Anne began her career as an engineer, moving to global quality and operations.
Uniphore
APRIL 19, 2017
Once upon a time, price and quality were the essence of brand loyalty, but today the customer experience is playing a much larger role more in the brands people choose. As the Millennial generation has become the largest worldwide, the standards are higher than ever to provide a customer experience that will meet the expectations of this generation, and the failure to do so is leading many customers to look for brands that will.
Expert insights. Personalized for you.
294 
Let's personalize your content