InMoment XI
DECEMBER 8, 2015
If I had a nickel for every article I’ve read about ways to improve survey response rates, I think I would have about $523.25. In fact, nearly 15 years ago, I too waded into the waters to share my opinion, back in the day when most surveys were conducted via USPS. To this day, common.
Experience Matters
DECEMBER 7, 2015
As the title of this post says, CX needs more emotion. If you like this infographic, then you can download this version in.pdf or download a 18″ x 24″ poster version ). The bottom line : Let’s put more emotion into CX!
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Steve DiGioia
DECEMBER 10, 2015
what is REALLY important to your business? This original article was written by Steve DiGioia. I thought my new sweater was “the cat’s meow”, ‘da bomb. Look at me all! I was struttin’ my stuff as I walked to school. High school was finally cool. I was cool. Well, not really. I was never the cool kid, mostly a band geek. But I played a mean saxophone, really, I did!
Vonage
DECEMBER 10, 2015
Refrigerator bulbs burn out, laptop batteries degrade and car transmissions stall over time. These life frustrations are inevitable parts of our technological world. Though we’ve made significant advancements in terms of how long new tech lasts, few – if any – things last forever. Still, that didn’t stop us from creating the next best thing. New artificial intelligence has helped our everyday devices become self-aware.
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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.
InMoment XI
DECEMBER 11, 2015
One of my friends recently took delivery of a new car. When I asked him about it, he went into a long rant about its lack of a spare wheel (as with many cars these days, it has a can of tyre sealant in the boot instead of a wheel). It’s understandable that many vehicle. View Article.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Kayako
DECEMBER 10, 2015
Your sales team are banging on your door, asking what (and when!) new features are going to come. Your customers are getting annoyed, because features they’ve been asking for aren’t there yet. And your dev team are getting confused with multiple demands from multiple different people across your business. You need a roadmap to organize your product development and get everyone on the same page.
Kristina Evey
DECEMBER 7, 2015
Transparency is a key component of both the customer experience and effective leadership. Transparency is the ability to let customers know what you are capable of, the best pricing you can give, and the results you can provide. True transparency is letting your prospects and customers know they might not get the outcome they expect. Transparency in leadership relies on the trust you’ve built with your teams.
InMoment XI
DECEMBER 11, 2015
One of my friends recently took delivery of a new car. When I asked him about it, he went into a long rant about its lack of a spare wheel (as with many cars these days, it has a can of tyre sealant in the boot instead of a wheel). It’s understandable that many vehicle.
Michelli Experience
DECEMBER 9, 2015
Guilty! I admit it I’ve been known to take a complex topic like “customer experience excellence” and make it even more complex. So let’s take a simplified, hopefully not a simplistic, run at how to treat customers in a way that separates you from the competition. To keep me on track, I’ll offer a framework courtesy of leaders at Mercedes-Benz USA.
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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.
CX Journey
DECEMBER 10, 2015
Image courtesy of nicolasnova Today I'm pleased to share a guest post by Raviv Turner. When it comes down to it, how well do you truly understand your customer base? Do you understand their motivation, lifestyle, and other attributes that affect their spending habits? Understanding what makes your customer tick can help you hone in on buying behavior and plan everything from ad copy to new product lines.
Uniphore
DECEMBER 6, 2015
Omnichannel - the phrase everyone throws around, the business model few know how to implement. Confused? We’ve got your back. Here are 4 answers to questions too many executives are afraid to ask out loud. Read More.
InMoment XI
DECEMBER 11, 2015
One of my friends recently took delivery of a new car. When I asked him about it, he went into a long rant about its lack of a spare wheel (as with many cars these days, it has a can of tyre sealant in the boot instead of a wheel). It’s understandable that many vehicle.
Beyond Philosophy
DECEMBER 10, 2015
People don’t choose your product or service because of the experience they had; they choose it because of the experience they remember—and these two are not the same thing! Creating a great memory of your experience in your Customer’s mind is critical to creating Customer Loyalty. Consider this quote from Professor Daniel Kahneman, the Nobel Prize Winning Economist: “There is a big difference between an experience and the memory of an experience.”.
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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?
CX Journey
DECEMBER 8, 2015
Today I'm pleased to share a guest post by Joseph Michelli. Throughout the years, Annette has championed the importance of customer journey mapping and executing across key touch points to delight customers. I’m honored to provide a guest blog, in keeping with her thought leadership on these important topics. For the sake of this post, imagine that you lead a company with an excellent product and equally outstanding marketing.
Joe Rawlinson
DECEMBER 10, 2015
Sixty-one percent of marketers planned to increase their spending on email this year, making email a higher priority than social media, mobile marketing or any other channel, StrongView’s 2015 Marketing Trends Survey found. Marketers are focusing on automated email marketing methods, especially email triggered by recipient actions and emails geared toward stages in the customer lifecycle.
InMoment XI
DECEMBER 10, 2015
You know it when you run into them. Organizations that just get it when it comes to customer experience. You see it in the little things. The attention to detail. The focus. But most of all, you see it in the people. The people who work for these organizations unequivocally believe in their brand. They. View Article.
Experience Investigators by 360Connext
DECEMBER 7, 2015
Have you ever thought about how cool it would be to have one of those dinner parties with people you admire? I believe many of us dream of getting folks around a table to share what inspires them, how they are successful, and what makes them tick. That’s essentially how I see the podcast I’ve […]. The post Epic Business Quotes from 1 Year of Podcasting appeared first on Customer Experience Consulting.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Wired and Dangerous
DECEMBER 7, 2015
And as new customers become long-term customers, their worth increases—they buy more, spend more, advocate more, and generally are less expensive to serve since they do not require customer training when they deal with you. Many times organizations lose sight of the impact their efforts to attract new customers have on those who have been loyal for many years.
Beyond Philosophy
DECEMBER 8, 2015
Creativity is essential to business today, particularly when the things that differentiate all of us from our competition decrease each year. A creative approach to business, to art, and to life will serve any individual well moving forward. I have written five books to date and will soon deliver number six. It occurred to me that I have learned a few things writing these books.
InMoment XI
DECEMBER 10, 2015
You know it when you run into them. Organizations that just get it when it comes to customer experience. You see it in the little things. The attention to detail. The focus. But most of all, you see it in the people. The people who work for these organizations unequivocally believe in their brand. They.
Bob Hayes
DECEMBER 7, 2015
Results of a survey of data professionals show that about 1 out of 4 data scientists are women. Both women and men have similar levels of education and proficiency in data science skills. Ways of improving gender diversity in the field of data science are offered. Having a gender-diverse workforce is good for business. In 2014, Gallup found that more gender diverse business units outperform their less gender diverse counterparts with respect to revenue and net profits.
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Ian Williams
DECEMBER 11, 2015
Customer journey Mapping is all the rage. It’s the new black. Companies around the world are flocking towards this new journey mapping craze with fervour and enthusiasm. After all, everyone else is doing it… But then what? There is a danger that Journey Mapping could (and in some instances has) become the new ‘customer satisfaction survey’.
Steve DiGioia
DECEMBER 7, 2015
how did YOU get that promotion? This original article was written by Steve DiGioia. Those not in management think a manager’s job is easy. You get to “come in or leave when you want”, go to meetings all day, you make the big bucks and “never do any REAL work” They all want to be a manager. “I’m ready to be the boss, I know what I’m doing”, they say. “I’ll fix things around here”… You finally give that good employee
InMoment XI
DECEMBER 10, 2015
You know it when you run into them. Organizations that just get it when it comes to customer experience. You see it in the little things. The attention to detail. The focus. But most of all, you see it in the people. The people who work for these organizations unequivocally believe in their brand. They.
iPerceptions
DECEMBER 11, 2015
What do your customers want? This is a question that every company is striving to answer. Typically, the best method is to just ask. Asking customers on your website to provide feedback and answer open-ended questions, like “what do you want to see on this website”, allows customers to describe in their own words what they want.
Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach
More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio
Think Customers
DECEMBER 8, 2015
As we race towards 2016 and the U.S. labor market continues to gain strength, industry observers are forecasting an upsurge among employees who jump ship from their workplaces. Strictly from a compensation standpoint, an increase in employee turnover is understandable. According to Mercer, Towers Watson, and other human resources firms, salary increases for employees are expected to rise 3.0 percent or less next year.
Customers That Stick
DECEMBER 10, 2015
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InMoment XI
DECEMBER 9, 2015
I recently received a survey from a retail vendor – yes, right after the Black Friday shopping day! As expected the survey contained the recommend question and as is more prevalent I was on a mobile phone. In this particular case the recommend question was displayed vertically and I could only see options 10 – View Article.
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