InMoment XI
OCTOBER 28, 2015
Given the lengthy purchase cycle for new cars and the intense competitiveness of the market, car dealers have a special challenge in creating loyal customers. Is it worth it? A linkage study funded by MaritzCX “showed them the money.” While all businesses would likely agree they want customers to leave happy, it can be challenging.
Experience Matters
OCTOBER 26, 2015
I’ve decided to take on a personal challenge: Tweeting a new customer experience tip for 100 straight days. After accounting for the overhead in each tweet (like referring back to this post), I’m only left with about 105 characters. Hopefully I can keep up the pace and pack insight into that limited space. I’ll be using the hashtag, #CXtip, so you can follow along on twitter (or just keep coming back to this post).
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ijgolding
OCTOBER 28, 2015
One of the six competencies required in the armory of all Customer Experience Professionals is defined by the Customer Experience Professionals Association (CXPA) as ‘Experience Improvement & Design’ To become a Certified Customer Experience Professional (CCXP), you would need to have knowledge of the following: Design thinking and customer co-creation approaches.
Vonage
OCTOBER 29, 2015
In a world where technology is increasingly mobile, wearable devices are the obvious next step. Technology that you carry in your pocket is standard – now it’s time for technology that you can wear. This year’s Dreamforce focused on how to make the workplace more agile and integrated – and wearables are the devices to enable this. Daniel Debow , SVP, emerging technologies, Salesforce, said “wearables are the next phase of the mobile revolution” and at NewVoiceMedia, we couldn’t agree more.
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.
InMoment XI
OCTOBER 29, 2015
Product. Designers think they are building it, marketers think they are promoting it, and sales people think they are selling it. They are all dead wrong. “The Product” I shudder when corporate denizens refer to the goods and services of their organization as “the product.” It’s so clinical and distant. It’s as if they are.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Comm100
OCTOBER 30, 2015
If your business sells goods or services online, then you know that nothing beats having a new customer visit your website and then make a purchase. But, the sale is just the beginning of the journey with your new customer. Once the customer makes a purchase, you must ensure that he/she is satisfied with it. Many people confuse satisfied customers with loyal customers, and while they do share similar traits there are a few differences.
Vonage
OCTOBER 26, 2015
It is easy to think your service efforts are exceptional. Often the reality does not match your opinion. An often quoted piece of research from Bain and Co. tells us how executives tend to misread their performance. When surveying 362 firms, they found that 80 percent believed they delivered a superior experience to their customers. However when customers were asked about their view, they rated only eight percent of companies as delivering a superior experience.
InMoment XI
OCTOBER 29, 2015
How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco. Pacesetters from businesses that are Iconic for CX and entrepreneurs that are disrupting the CX space alike presented on digital CX strategies. Topics included Digital CX.
Kayako
OCTOBER 29, 2015
The customer support rep role has travelled the world and back. It’s taken many different forms from outsourced, to remote work, and now it’s back to the office. Labor that was once seen as cheap and necessary is now a highly regarded role. Here at Kayako, we were built in India. We had two main offices before our London team was even born, and we are in no way outsourced (if anything, we’re offshored to Europe!).
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?
OCTOBER 26, 2015
I saw a television commercial last week that shares an excellent example of exceptional, customized customer service. The spot promoted SafeLite Auto Glass, a company that repairs car windows, including front and back windshields. The post SafeLite Gets It Right with Customized Customer Service appeared first on Who's Your Gladys?
Customer Bliss
OCTOBER 27, 2015
When I ask executives if they know the volume and value of their new customers and compare it monthly, weekly and annually to the volume and value of lost customers – it’s not top of mind. “It’s in our data” is often the answer. But it’s buried data. Silos own their portion of the information, such as sales performance or marketing performance, but a one-company articulation of the growth or loss of the customer base has usually not been established or tracked.
InMoment XI
OCTOBER 26, 2015
Technology and CX are now what you wear. New, innovative technology makes it so you can now live stress free without constantly worrying about your device. Technology, nerdy? Never. Since the launch of the Apple watch and other smart watches, wearable technology has been the buzz. The growing field of wearable tech is changing the.
Kayako
OCTOBER 27, 2015
Last week, Sarah Hatter of CoSupport and Sarah Chambers of Kayako joined forces to present a fantastic live webinar about the top five customer support mistakes all businesses make, and how to conquer them. Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook. Sarah also hosts UserConf, a designated forum for support professionals hosted in several different cities.
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.
Steve DiGioia
OCTOBER 29, 2015
that's YOUR problem, not mine! This original article was written by Steve DiGioia. Have you ever walked into a store or been a guest at a hotel and had a problem that was “out of the ordinary”? Of course you have, it has happened to many of us. It may be that the store “sale” was over and you wanted to return a product for credit or your room was not exactly to your liking.
Customer Bliss
OCTOBER 29, 2015
Throughout the course of every business, rules are built into the business. Sometimes these made sense when they were established, but eventually some rules drive people nutty. Worn out rules frustrate employees and customers. Stupid rules cause repeated work-around activities by employees throughout the company, exhausting them and forcing people to exercise one-off heroics.
InMoment XI
OCTOBER 30, 2015
Don’t Gamble with Customer Service. The sun rises in the east and sets in the west. Two plus two equals four. There will be a torrential downpour of rain exactly 5 minutes after you’ve finished washing your car. These are all things we come to expect in life. They are tried and true—consistent to the.
CX Journey
OCTOBER 27, 2015
Image courtesy of Nikolai Berntsen Is it really everyone's job? Pundits and experts alike say that customer experience is everyone's job. If you google "customer experience is everyone's job" and "customer service is everyone's job," you'll find endless articles, blogs, and webinars with that very title. It's true. Technically, it is everyone's job.
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?
Steve DiGioia
OCTOBER 26, 2015
but what about the "big picture"? This original article was written by Steve DiGioia. The wonderful world of weddings. You book the event and promise the “perfect wedding” The birds will sing, the flowers will bloom and the rainbow will shine in all its glorious colors. Well at least that’s the plan… The wedding night finally comes and guess what?
Comm100
OCTOBER 28, 2015
Whether you’re an online business or a brick and mortar store, being able to provide great customer service is important to the success of your company. Help should never be hard to find for a customer; one way to make yourself easily and readily available is through live help software (also known as live support or live chat). Live help is a software as a service that allows businesses to chat, in real-time, with customers who visit their website.
InMoment XI
OCTOBER 28, 2015
Sadly, in some remote parts of the world the velociraptor still lives…or, in other words, sales practices that should have gone the way of the dinosaurs are still kicking. For those of us who spend our careers understanding and attempting to improve the customer experience in the automotive industry, this is hugely disconcerting. My wife.
Michelli Experience
OCTOBER 30, 2015
I’d just crossed through a sentence I’d written in a training series for the retail team at Godiva. To me, the sentence stated the obvious when it came to the importance of “product knowledge.” My internal dialogue went something like, “Who doesn’t know that, Joseph? It’s time to take a break and come back at this from a different angle.” Fast forward an hour as I was in a new restaurant asking my server a question about an item on the menu.
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,
Beyond Philosophy
OCTOBER 29, 2015
Lululemon is a brand with a loyal cult-like following, but Customers began to sour on the Lululemon brand last year. However, the buzz is anything but sour on Lululemon these days. And it’s because they are realigning to their Customer-center. September 1st, the high-end yoga-wear maker introduced their new Pant Wall. The new fits are arranged according to how they feel when worn, rather than the silhouette as it was in the past.
Joe Rawlinson
OCTOBER 28, 2015
There are a number of tried and true methods that help business owners keep and attract customers. One of the most current and prominent marketing trends is minimalism. This concept can be applied to your business through website design, marketing campaigns as well as the way you publish information about your products or services. Minimalist marketing messages capture and retain your audience’s attention, as they provide a concise and clear message they will remember.
InMoment XI
OCTOBER 30, 2015
Don’t Gamble with Customer Service. The sun rises in the east and sets in the west. Two plus two equals four. There will be a torrential downpour of rain exactly 5 minutes after you’ve finished washing your car. These are all things we come to expect in life. They are tried and true—consistent to the. View Article.
Win the Customer
OCTOBER 25, 2015
The right person will build upon what you’ve created, but the wrong person can bring it all down very quickly – and culture can take an awfully long time to rebuild, “Ensuring that someone else can eventually run the business that you’re building depends on one key thing,” according to Richard Branson, “whether or not you find […].
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.
Velaro
OCTOBER 30, 2015
Business live chat can never offer maximum ROI if its priorities are not set by the customers’ needs. Last month, Chris Cancialosi shared an example of how what is convenient for your customer service team is not always what’s convenient for your customer. This applies to use of live chat as well – though live chat software may make things easier for you, if the way you use it doesn’t improve the experience of doing business with you for your customer, you may actually be shooting yo
Customers That Stick
OCTOBER 27, 2015
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.
InMoment XI
OCTOBER 30, 2015
Don’t Gamble with Customer Service. The sun rises in the east and sets in the west. Two plus two equals four. There will be a torrential downpour of rain exactly 5 minutes after you’ve finished washing your car. These are all things we come to expect in life. They are tried and true—consistent to the.
Expert insights. Personalized for you.
350 
Let's personalize your content