Sat.Feb 27, 2016 - Fri.Mar 04, 2016

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Banks: CXEvolution From a Customer Experience Perspective

InMoment XI

Banks have been focusing on the customer experience for more than 20 years. So, one has to ask “How far have banks come?” One way to answer this question is to look through the lens of CXEvolution. The CXEvolution framework gives bankers the ability to gauge how well their organization is delivering on the Customer.

Banking 266
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When things go wrong, how should you make it up to your customers?

Vonage

No company wants to fail their customers, but at some point it’s going to happen. You’re going to mess up, or bad luck will mess you up, or a supplier will mess you up in the eyes of your customer. So, no matter how superb your product or service is, eventually you’ll need to find an answer the following question: How should you compensate a customer for a service or product failure?

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The Emotional Decline From New Purchase To Customer Service

Experience Matters

How do consumers feel about their purchases and subsequent customer service interactions? To find the answer, we asked 10,000 U.S. consumers about those experiences across 11 different industries. We used their responses to calculate the Temkin Emotion Ratings. As you can see below: Across all industries, purchasing provides a more positive emotional response than customer service.

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Is Your Customer Experience the Stuff That Legends are Made Of?

CX Journey

Image courtesy of AnitaBurke1 Is your customer experience legendary? Do companies even know what it means to deliver "legendary customer service?" I've been dealing with a provider for the last three and a half months that claims to deliver "legendary customer service." They tout this on their website, in their emails, and even on their voicemails. The problem is, their service is not legendary - at least not in the (positive) way I'm sure they want it to be.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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CXEvolution: Implement CX Measurements While There is Still Time

InMoment XI

Does your CX program deliver timely feedback to the people who are empowered to take action? My husband and I recently splurged to stay at a high end hotel while attending Austin City Limits. Given the steep nightly rate, we were surprised at the incredibly small room we were given with a clear view of.

More Trending

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Communication & collaboration: essential ingredients for all great Customer Experiences

ijgolding

On Monday this week I had the absolute pleasure of spending a couple of hours talking about the subject I like best – you guessed it – Customer Experience. I have to admit that I do not need an excuse to talk about my passion, so when my good friend and respected Customer Experience Specialist, Mark McArthur-Christie (Managing Director at Rubuss ) asked me if I would spend the morning being filmed chatting about it, I could not refuse!

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8 Customer Experience Quotes You Need To Know

Customer Bliss

In the course of working with different companies throughout my career, I’ve found that leaders focused on serving customers’ lives as a way to grow their business often begin with an uncommon attitude. This attitude, in turn, leads to uncommon behaviors that build beloved companies. In the process, when these leaders speak and give interviews, they produce some amazing customer experience quotes.

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What’s Your Hot Button?

InMoment XI

Every industry has them. You know those issues that occasionally pop up and make you cringe. Customers share a story of an employee attempting to manipulate their survey responses by encouraging top box scores for a free oil change, or of an unresolved problem that has them threatening to call their neighbor Bob the lawyer. View Article.

Survey 200
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The Cloud in 2016: What’s Driving Adoption Now

NICE inContact

As I talk to many new customers about why they are moving to the cloud, I’m seeing several trends that demonstrate how we’re helping companies achieve their goals. Customer experience is rapidly evolving for organizations of any size, a result of the proliferation of digital channels and social media, mobile technology, the need to reduce customer churn and to increase loyalty of consumers.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Why Don’t Today’s Car Dealerships Provide Service Like They Used To?

Steve DiGioia

are we buying so many cars that we are all just a number now? This original article was written by Steve DiGioia. Today’s guest post is from retired hotelier Ken Vincent, author of “So Many Hotels, So Little Time”. He shares a story of how customer service has changed from days-gone-bye. Car Dealerships. The year was 1958…. Image courtesy of [link].

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Case Study: Sustaining Optimal Outbound Sales Support While Increasing our Workforce by over 50%

BlueOcean

The Situation: Ramping Up Outbound Sales Support for Peak Season. For car dealerships, the busiest time of year is always tax season. It represents the largest potential for sales, with a significantly increased number of people interested in buying than any other time of year. To harness that potential, this client, a national automotive dealership with over 130 locations throughout the US, relies heavily on outbound appointment-setting calls.

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Banks: View the Customer Experience from the CXEvolution Perspective

InMoment XI

Banks have been focusing on the customer experience for more than 20 years. So, one has to ask “How far have banks come?” One way to answer this question is to look through the lens of CXEvolution. The CXEvolution framework gives bankers the ability to gauge how well their organization is delivering on the Customer. View Article.

Banking 200
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Report: Mobile Experience Review: Purchasing an eGift Card

Experience Matters

We just published a Temkin Group report, Mobile Experience Review: Purchasing an eGift Card. The report uses our SLICE-B experience review methodology to evaluate mobile experiences. We attempt to achieve a specific customer goals and then grade the experience on 12 criteria across six areas: Start, Locate, Interact, Complete, End, and Brand Coherence.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Industry Secrets Leaked – Predicting Customer Behavior!

Beyond Philosophy

Imagine the power of being able to predict your Customers’ behavior. It would mean that you can design an experience that plays into this behavior and creates an excellent Customer Experience that drives $$$ for you. However, reliably predicting your Customers’ behavior is going to be difficult even under the best of circumstances. Often, organizations stymie themselves by making bad assumptions about what is motivating their Customers preferences and choices.

Industry 117
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Got Leaders? You Need these 6 CX Success Recipes

Customer Bliss

Every leader I’ve ever worked with has asked for explicit actions that they can take to show their commitment. I call them ‘CX success recipes’ because to be successful, the steps for each competency need to be specific and easy to own. Each competency’s success recipe includes three leadership behaviors to drive transformation: 1. Unite the leadership team. 2.

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What’s Your Hot Button?

InMoment XI

Every industry has them. You know those issues that occasionally pop up and make you cringe. Customers share a story of an employee attempting to manipulate their survey responses by encouraging top box scores for a free oil change, or of an unresolved problem that has them threatening to call their neighbor Bob the lawyer.

Survey 200
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Hug Your Haters: A Groundbreaking New Book by Jay Baer

Experience Investigators by 360Connext

Don’t get me started. People just want to complain and complain and shout from their Facebook page. I say forget it! This was the start of a very bumpy ride with a cab driver recently. He saw me on my phone, asked me if I was one of those who “did Facebook.” I confirmed I […]. The post Hug Your Haters: A Groundbreaking New Book by Jay Baer appeared first on Customer Experience Consulting.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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How to Create a Successful Customer Loyalty Program

Michelli Experience

Having worked with Starbucks since 2004, as I began my journey to my first of two books about them ( The Starbucks Experience and later Leading the Starbucks Way ), friends and colleagues are quick to contact me whenever Starbucks makes the news. That goes for both good and bad news! Recently Starbucks announced a change in their highly regarded loyalty program and I heard both praise and deep criticism.

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The Biggest VoC Problem. and How to Solve It

CX Journey

Do you know about the biggest problem with VoC today? Why do we listen to customers and other constituencies today? To learn. To understand. We can't transform something we don't understand. We listen. We understand. We transform the experience. So, what's the biggest problem with VoC today? Well, VoC. OK. Not quite. The problem is all of the data that listening generates.

How To 101
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Banks: View the Customer Experience from the CXEvolution Perspective

InMoment XI

Banks have been focusing on the customer experience for more than 20 years. So, one has to ask “How far have banks come?” One way to answer this question is to look through the lens of CXEvolution. The CXEvolution framework gives bankers the ability to gauge how well their organization is delivering on the Customer.

Banking 200
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What Twitter’s New Customer Service Tools Mean For You

Help.com

Think about the last time you had a really great customer experience- did you tell someone about it? What about a bad customer experience? Let’s say that you just got off of a really long flight only to find that your connecting flight to your final destination was overbooked. And you’re the unlucky passenger who got booted. Do you suffer in silence, or get out your phone to tweet about it?

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2024’s Retail Odyssey: Going Small, Artificial, and Augmented!

Speaker: Kelly Goetsch - Chief Strategy Officer at Commercetools | Jason Cottrel - CEO & Founder at Orium | and guest speaker Brendan Witcher - VP, Principal Analyst at Forrester

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.

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Surprising Find: Which US States Are The Most Gabby?

Beyond Philosophy

For years, I have talked about the emotional context of your experience both from the emotional state your customers bring to it and the cues your experience provides to them. New research reveals other important factors affect people’s emotional perception of your experience as well: where they live. The Marchex Institute released a study that measured the speech patterns of the 50 states.

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5 Ways to Make Marketing More Strategic

ClearAction

5 Ways to Make Marketing More Strategic Lynn Hunsaker. As Marketing departments take a bigger role in customer experience management, a more holistic perspective allows your company rise to the top of the field. Supporting the entire customer lifecycle, for example, is a goal that most Marketing organizations still grapple with. Everyone acknowledges that customer retention is more cost-effective than acquisition, yet Marketing tends to put the majority of its resources in awareness-building and

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What’s Your Hot Button?

InMoment XI

Every industry has them. You know those issues that occasionally pop up and make you cringe. Customers share a story of an employee attempting to manipulate their survey responses by encouraging top box scores for a free oil change, or of an unresolved problem that has them threatening to call their neighbor Bob the lawyer.

Survey 200
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Customer Volcanoes and Impending Service Explosiveness

Wired and Dangerous

While working in Nicaragua, we were surprised to see active volcanoes with large craters and smoke seething from their tops. Volcanoes usually offer a warning before “blowing their tops.” Sometimes it is added smoke bellowing into the skyline; sometimes it is a series of minor earthquakes. When the internal pressure builds to a certain point, fire and heat go sky high; volcanic ash and lava spread way beyond the crater.

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Brick & Mortar Retail Relevance: How to Stay Ahead of the Curve

Speaker: Jay Black, Senior Account Executive

Let's set the record straight: in-store retail isn't dead - it's evolving! Faced with the digital age and the demands of omnichannel shopping, some retailers are thriving while others are struggling to adapt. Join Jay Black in this exclusive session as he explores the strategies that set successful stores apart, including: Crafting unique and unforgettable in-store experiences 🛍️ Mastering the art of retail demands 🛒 Navigating inventory challenges in today's climate 📦 an

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How Video Marketing Impacts the Online Customer Experience

Win the Customer

As a consumer, it is a priority for you to have as much information at your disposal before you make a purchase. Buying online has limitations, as you can’t physically see and feel the product you’re browsing. Online shopping never gets old. It’s a great distraction, and no matter what you need (or want), you can find it online. Ebay, Amazon, ASOS, Ali Express – they all exemplify websites that we have grown to depend upon.

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Customer Loyalty: Winning Hearts and Minds

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Loyalty 81
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CXEvolution: Implement CX Response While There is Still Time

InMoment XI

Does your CX program deliver timely feedback to the people who are empowered to take action? My husband and I recently splurged to stay at a high end hotel while attending Austin City Limits. Given the steep nightly rate, we were surprised at the incredibly small room we were given with a clear view of. View Article.

Hotels 200