InMoment XI
MARCH 30, 2016
How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to.
Customer Bliss
APRIL 1, 2016
A seamless customer experience gets delivered when you answer the questions your customer is asking. It’s as simple as that. Getting there, however, takes a lot of work. Let’s focus on the role that customer journey maps play in a seamless customer experience. A journey framework, even in its simplest form, when used with consistency provides a structure to understand the priorities in customers’ lives.
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Experience Matters
MARCH 28, 2016
In the 2016 Temkin Experience Ratings (TxR), we found that the average ratings for all 20 industries declined between 2015 and 2016 (see graphic). Here are some observations: Across the 20 industries, TxR dropped by an average of 5.2 points between 2015 and 2016. Three industries dropped by less than 4 points (banks, software, and wireless carriers), while […].
Vonage
APRIL 1, 2016
Here’s a simple formula that encompasses what it takes to a successful customer experience: systems and smiles. I offer this in gentle contrast to the customer service philosopher Carl Sewell, who years ago proposed that it’s ‘‘systems, not smiles’’ that matter in pleasing customers. Sewell explained his point as follows: If the food in a restaurant is lousy, no matter how much the staff smiles and apologizes for it, you’ll likely not eat there again.
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InMoment XI
APRIL 1, 2016
Multi-Mode – this term used to bring up images of many different workflows that generally required a lot of work to aggregate and analyze…but not anymore! Today’s technologies free businesses to collect feedback from their customers in whatever way the customer wants to engage. It’s time to re-think Multi-Mode. One of the most common Multi-Mode.
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 1, 2016
Here are some of insights from the report, State of CX Metrics, 2015. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (18″ x 24″): poster in pdf, poster in png Filed under: Customer Connectedness, Customer experience, CX measurement, Infographic.
Vonage
MARCH 29, 2016
I read a surprising statistic recently. It said that four in 10 senior executives in large companies don’t know the lifetime value of their customers. According to MarketingCharts, Forbes and Sitecore conducted a study of 312 senior executives in North American companies and learned that not only did they not know the financial value of their customers, more than half had no plans to find out.
InMoment XI
APRIL 1, 2016
Multi-Mode – this term used to bring up images of many different workflows that generally required a lot of work to aggregate and analyze…but not anymore! Today’s technologies free businesses to collect feedback from their customers in whatever way the customer wants to engage. It’s time to re-think Multi-Mode. One of the most common Multi-Mode.
BlueOcean
MARCH 30, 2016
Technology has become the backbone of our lives. So when something breaks or malfunctions, it’s an interruption that makes you want to pull your hair out. And when your go-to IT guy can’t seem to help, you dread the call you know you’ll have to make to tech support. For various reasons, that call has become comparable to going to the dentist or working with a used car salesman.
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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
MARCH 30, 2016
We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2016. This is our annual analysis of which companies deliver the most and least bad experiences, how consumers respond after those experience (in terms of sharing those experiences and changing their purchase behaviors), and the effect of service recovery (see last […].
Help.com
MARCH 28, 2016
Slack. Ever heard of it? It’s hard to imagine anyone discovering the platform for the first time. CEO Stewart Butterfield took to Twitter last week to announce the app’s major growth. His tweet indicates that 460,000 of the 2.3 million daily active users are people who have just started using slack in the past two months. It’s one of the most popular apps out there right now, and it’s just getting started.
InMoment XI
APRIL 1, 2016
Multi-Mode – this term used to bring up images of many different workflows that generally required a lot of work to aggregate and analyze…but not anymore! Today’s technologies free businesses to collect feedback from their customers in whatever way the customer wants to engage. It’s time to re-think Multi-Mode. One of the most common Multi-Mode.
Customer Bliss
MARCH 29, 2016
Dear Mr. Friedman, As one of the architects of the customer experience for some great companies working to deliver customer service and delight, like you, I share your passion for getting it right for customers. This is the clearest path to customer-driven growth. However “right” means holding a mirror to your entire operation, including how leaders lead.
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.
Michelli Experience
MARCH 30, 2016
Astronaut Eugene Cernan once said, “If you begin to think you’re something you’re not, you’re looking in the wrong mirror.”. In my opinion, many industries have been looking in the wrong mirror for a long time! Soberingly, those businesses are being forced to see themselves anew – in a reflection of the perceptions of their consumers. Let’s take the mattress sales industry as an example….
Velaro
MARCH 28, 2016
Live chat can fix some common customer service issues your team may be having, but some issues it can only help, not fully transform. There are two major customer service problems live chat can readily fix, and two major problems it can help with but not significantly impact on its own. The four major customer service problems I’m referring to are: Understaffed Teams –. this impacts customer wait times and queue size, and is further aggravated by inefficient processes (e.g. documenting the detai
InMoment XI
MARCH 30, 2016
How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to. View Article.
Experience Investigators by 360Connext
MARCH 30, 2016
Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term loyalty from customers. Customer experience is the most fun when we find those important a-ha moments.
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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?
Michelli Experience
APRIL 1, 2016
There’s one real truth that we all have to accept in order to place ourselves on the right path to success. We ARE our habits. . Our lives are comprised of the sum total of the things we do on a daily basis , not the things we do sometimes. Once we’ve accepted the fact that our lives are comprised of the daily actions we take, the next step you have to take in order to move from where you are right now to where you want to be, is to determine the daily actions that will take you from here to th
Bill Quiseng
MARCH 28, 2016
This week’s blog post is contributed by a very special guest, actually more like a guest star, Nancy Friedman , better known as “The Telephone Doctor.” The author of the recently published book, Customer Service (finally) Defined – Ideas, Tips, techniques & Skills You Can Use Now and Forever , and eight other books, Nancy is simply one of the best keynote speakers on customer service.
InMoment XI
MARCH 30, 2016
How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to.
Storyminers
MARCH 31, 2016
The National CXPA Organization is working hard to put together another stellar Insight Exchange this year in the ATL. Those of us who live in the area have jumped into the mix and are adding some fun things to keep participants busy and help them see our wonderful city. Each evening customer experience practitioners will be able to pick a restaurant of their choosing for dinner at some 30 odd restaurants where reservations for ten have been pre-arranged.
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CX Journey
MARCH 29, 2016
Image courtesy of Tricia h c We have tons of data. But do we understand what it's telling us, what it means? Knowledge without understanding is useless. You've heard me write/say it before: You can't transform something you don't understand. Do you understand your customers' needs, expectations, the jobs they're trying to do, and their desired outcomes?
Uniphore
MARCH 28, 2016
In December, I had 100+ interactions with 2 different airlines as I tried to track 5 pieces of family luggage that had gone missing during an international trip. As I told my story, over and over again, oh how I wished that the airlines and agents involved had a sense of my customer journey and were able to pick up from the last call and not start all over.
InMoment XI
MARCH 28, 2016
Scott Humes, the Client Service Manager at Wells Fargo, manages five client services groups across the nation. In his role as Client Services Manager, Wells Fargo seeks to be innovative and push the envelope of traditional service by reviewing their customer’s portfolio, touch points, and offering suggestions to help them reduce their effort in completing.
Storyminers
MARCH 31, 2016
The National CXPA Organization is working hard to put together another stellar Insight Exchange this year in the ATL. Those of us who live in the area have jumped into the mix and are adding some fun things to keep participants busy and help them see our wonderful city. Each evening customer experience practitioners will be able to pick […]. The post One More Day With CXPA appeared first on Mike Wittenstein.
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.
Beyond Philosophy
MARCH 29, 2016
It’s an old adage but it’s true: people like to do business with those they know, like and trust. Businesses spend a lot of money and energy chasing that trust through marketing campaigns and slogans. Insurer State Farm advertises that it’s “like a good neighbor,” while one of my local car dealerships runs newspaper ads that say “doing business with integrity for over 59 years!”.
CX Journey
MARCH 31, 2016
Image courtesy of jsawkins Today I'm pleased to share a guest post by Josh Stern , CEO of Reality Based Group. Strategic decisions are only as good as the information upon which they are based. Currently, most business leaders face the challenge of discerning the quality of information being supplied before determining how best to use it. To forge the way to sustained success and company growth, executives now can and should call for data free of bias and flaws.
InMoment XI
MARCH 28, 2016
Scott Humes, the Client Service Manager at Wells Fargo, manages five client services groups across the nation. In his role as Client Services Manager, Wells Fargo seeks to be innovative and push the envelope of traditional service by reviewing their customer’s portfolio, touch points, and offering suggestions to help them reduce their effort in completing.
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