Experience Matters
DECEMBER 22, 2015
We published a Temkin Group report, The State of CX Metrics, 2015. This is the fifth year of this study that examines the CX metrics efforts within large companies. Here’s the executive summary: Temkin Group surveyed nearly 200 large companies to learn about how they use customer experience (CX) metrics, and we then compared their answers with similar studies we’ve conducted every year since 2011.
Experience Investigators by 360Connext
DECEMBER 23, 2015
There’s a reason we all love The Onion, America’s finest parody news source. The Onion, with their satirical and sometimes silly headlines and articles, reflect back the world many of us are seeing. In 2015, The Onion showcased customer service (and lack thereof) many times. These 5 headlines really tell the truth about what customers […].
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Customer Bliss
DECEMBER 22, 2015
A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Sustainable transformation will only occur when this work goes beyond project plans and status updates, and is grounded in caring about customers’ lives.
NICE inContact
DECEMBER 21, 2015
In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience. The goal of calibrations is to ensure that everyone who is responsible for call scoring is doing it consistently and fairly.
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BlueOcean
DECEMBER 22, 2015
Before you head out of the office for the holidays to grab your mug of eggnog, we want to take a minute to reflect on some of the hottest talking points of the year in the contact center world. We’ve looked at the data and compiled our five most popular articles of 2015. 1. The Phone Channel is Dead, Long Live the Phone Channel. Thanks to emerging customer support channels like social media and live chat, as well as evolving technologies like speech recognition, there are more ways than ever for
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 22, 2015
A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Sustainable transformation will only occur when this work goes beyond project plans and status updates, and is grounded in caring about customers’ lives.
Velaro
DECEMBER 22, 2015
This guest blog was written by mplcontact, a UK based contact centre solutions provider. We’ve all been there. Many a moment of business well-being has been tarnished with the news of a complaint being lodged against you by an unsatisfied customer. Sadly, complaints are almost inevitable in any customer service environment, but what sets the best from the rest is the way you respond.
SuiteCX
DECEMBER 20, 2015
As marketers, we are all focused on improving our customer experience and generating more revenue. Everyone talks about how important it is to invest in web, mobile and social media analytics. Smart marketers don’t stop there, however.
CX Journey
DECEMBER 24, 2015
Image courtesy of m.muneeb381 Do you know what customer loyalty is? When people at your company think about "customer loyalty," are they thinking about your customers' likelihood to recommend? likelihood to repurchase? likelihood to purchase additional products? How does your company define customer loyalty ? I had a situation recently that caused me to call on a provider to whom I've paid thousands and thousands of dollars by way of monthly premiums for the last 20+ years.
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Beyond Philosophy
DECEMBER 22, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. As they are gathering information to help in day-to-day brand decision-making, consumers want, crave, desire, seek, and value content from marketers – as long as it is reasonably altruistic, informative and objective, and minimizes the ‘look of sponsorship’ and the three most readily identifiable sales ‘P’s’: push, pitch, and puff.
Esteban Kolsky
DECEMBER 21, 2015
…to answer my KM survey. Cheesy? Yep. I need some 20-25 more responses to my Knowledge Management survey. That is 20-25 more people who have a project for KM in Customer Service underway, or who were involved in one the past 12 months. Are you one of them? Here is some bribing… some early results… About 1/3 of organizations are not doing KM for Customer Service (mostly due to lack of resources and lack of qualified talent to guide them).
SuiteCX
DECEMBER 20, 2015
Click here to view SlideShare. As marketers, we are all focused on improving our customer experience and generating more revenue. Everyone talks about how important it is to invest in web, mobile and social media analytics. Smart marketers don’t stop there, however. 1. suitecx ©2015, suitecx Inc. November 30, 2015 Customer Experience Improvement: Finding the Right Data Strategy As marketers, we are all focused on improving our customer experience and generating more revenue.
Win the Customer
DECEMBER 24, 2015
The final two months of the year can represent up to 40% of overall sales for the year for some companies, making the holiday season a critical time of the year especially for consumer-focused organizations. Getting the biggest impact during this unique time of the year requires that all customer-impacting teams in an organization are working at their very best.
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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?
Beyond Philosophy
DECEMBER 23, 2015
Social media is a psychological bid to get your attention. Getting it can be tough, but when you know how people make decisions and how that affects their behavior on social media, getting people’s attention gets much easier. And in nearly every situation the answer to what is driving behavior is emotions. Canva.com had an interesting blog post that addressed these emotional responses.
iPerceptions
DECEMBER 22, 2015
Today customers are in control. With the rapid adoption of technology, customers now know more about your products, services and pricing than you do, and their expectations are higher than ever. In the age of the ever demanding and empowered customer, organizations need to adapt quickly to stay relevant. CMOs recognize that the customer experience is emerging as the new marketing and are turning to customer experience analytics to optimize the online experience.
SuiteCX
DECEMBER 22, 2015
As we move into a new business year, promising to be the most CX-?focused ever, we wanted to share some key predictions that we believe will come to pass.
Win the Customer
DECEMBER 24, 2015
When customer service schedules become tricky and the pace of the job demanding, training too often becomes an afterthought leading to lower levels of customer satisfaction. New hires can most definitely be a great addition for any business. And in the world of call centers, agent training is perhaps the most critical aspect in the business seeing as call center outsourcing are recognized to be spot on and fast paced.
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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.
Heart of the Customer
DECEMBER 21, 2015
The CXPA’s CX Experts all collaborated to predict what CX will be like next year, and the article they came up with is a great read to get us all excited about the future of CX in 2016. Attached is a PDF of the article—check it out! Read the PDF here. The post The Future of CX appeared first on Heart of the Customer.
Helen Dewdney
DECEMBER 25, 2015
Press release. 12 Top Tips of Christmas Sales! Out to the sales? Are you really buying a bargain? What can you do if you change your mind? What if the item is faulty? Helen Dewdney, The Complaining Cow blogger and author of How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results shares her 12 top tips for ensuring you know your rights when shopping in the sales.
Think Customers
DECEMBER 23, 2015
What a difference a year makes. While the 2014 holiday season was marked by the hashtag #snowmageddon with photos of cars buried under snow, this year's holiday season will be remembered as the warmest December on record. Temperatures on December 12 and 13 even broke a 142-year-old record across the eastern U.S., reports AccuWeather. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Chadwick Martin Bailey
DECEMBER 22, 2015
If you noticed the annual coverage of Black Friday shoppers seemed somewhat muted this year, you weren’t imagining things. While Cyber Monday sales were the highest since its debut in 2005, Black Friday sales were at their lowest since 2011. We all know how many elves flew (or didn’t) off the shelves, but to learn more about consumer holiday shopping behaviors, we partnered with Research Now for a quick survey of smartphone owners, ages 18 and up.
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Eptica
DECEMBER 23, 2015
Date: Wednesday, December 23, 2015 How customer service techniques can ensure a stress-free Christmas. Published on: December 23, 2015. Author: Pauline Ashenden With the holidays now nearly upon us, spare a thought for customer service teams who have to keep working right up to, and through, Christmas itself. For retailers, the gap between fulfilling last minute orders and the start of the sales is now measured in hours, while consumer electronics manufacturers have to be ready to deal with any
iPerceptions
DECEMBER 22, 2015
Today customers are in control. With the rapid adoption of technology, customers now know more about your products, services and pricing than you do, and their expectations are higher than ever. In the age of the ever demanding and empowered customer, organizations need to adapt quickly to stay relevant. CMOs recognize that the customer experience is emerging as the new marketing and are turning to customer experience analytics to optimize the online experience.
Think Customers
DECEMBER 22, 2015
Peace on Earth and goodwill toward man--admirable concepts, particularly at this time of year, but still considerably lacking among the general public as of late. You see, 'commercialism' has become the C-word that defines the season, not 'Christmas' or 'Chanukah' even, putting the focus on 'me' ahead of 'we' more and more each year. Thus, as shoppers make their final purchases and travelers embark upon their journey home, we must take some time to assess how our self-involved behaviors impact t
LiveChat
DECEMBER 21, 2015
There’s a power in a group of people who work together toward a shared goal. A properly managed team, boost strengths and brings out the best in each member. Following this idea, really all employees should work in teams. Because there’s no better way to achieve more than by working together. Here’re some teamwork quotes to inspire you to work with others.
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
Kate Nasser
DECEMBER 20, 2015
Everyday extremes can teach us much about business success. Here are business lessons learned from unlimited extremes. Insight fr The People Skills Coach™. The post See Awesome Business Lessons Learned from Unlimited Extremes appeared first on KateNasser.com.
Provide Support
DECEMBER 22, 2015
Customer feedback. Feedback is necessary for a variety of reasons. Not only does it allow you to gauge how you’re perceived by your customers, but it also helps new customers find you. You may have heard that people are more inclined to complain about a negative experience than share a positive one, and that’s absolutely true. If you want to encourage people to share their positive experience, automation with a little positive incentive will go a long way. (.).
Think Customers
DECEMBER 22, 2015
My colleague Anna Papachristos recently wrote an insightful article about the findings in Accenture Strategy's 2015 B2B Customer Experience report. The report underscored how despite the understanding of executives about the value that B2B customer experience initiatives can generate, the vast majority of B2B companies are missing out on revenue growth opportunities due to poor performance.
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