Customer Bliss
JULY 6, 2017
Let’s talk about silos for a second. The concept of silos is so pervasive in business that I don’t even need to define what they are for you — there’s nearly a 100 percent chance you already know. And, to be honest, they’ve been around for years. Machiavelli was actually writing about them in 1513. There’s an argument among some future of work thought leaders that silos don’t even need to exist anymore.
InMoment XI
JULY 6, 2017
In an earlier blog, my associate—Al Goldsmith—talked about what Mystery Shopping is used for. In essence, it is used to measure against service metrics in an effort to identify gaps in customer service delivery. But how does an organization, when considering a mystery shop program to assess site-level compliance, ensure maximum benefit while meeting budgetary.
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Vonage
JULY 7, 2017
Although much about providing a great customer experience is timeless, it’s also a good idea to align your strategy with today’s consumer trends. In particular, I suggest adjusting your style of service in the following five ways. Amp up your speed of service. I still hear veteran business people spout that old platitude: “Quality, speed, price – you can only pick two.
ijgolding
JULY 4, 2017
Over the last five years, a small number of organisations have featured multiple times in my writing. In the vast majority of cases, I have used these businesses as a way of bringing to life global best practice in the field of Customer Experience Management. It is inspiring to be able to share insight and ideas from those who have been able to take the principles of Customer Experience and firmly embed them into the very fabric of the way their companies work.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Steve DiGioia
JULY 3, 2017
or, does allowing a little "customer pain" actually help? This original article was written by Steve DiGioia. Pursuing excellence, customer centricity and continuous improvement are obsolete; so says Sampson Lee in his 2015 article “ Turn Upside Down How PAIN is Perceived in Innovating CX and Brand Management”. I am glad to say that I haven’t really had many bad customer service experiences, just some that fell short of expectations or I was disappointed in.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
NICE inContact
JULY 7, 2017
The pace of business innovation moves at speeds that were unfathomable just 20 years ago. Internet, personal computers, and even phones have evolved to unimaginable capabilities, transforming the contact center industry, and for that matter the business world. For instance, our phones have more powerful computing abilities than the first computer I owned.
ijgolding
JULY 3, 2017
Without repeat business , your company will cease to exist. One of the easiest ways to generate repeat business is to answer your customer’s questions and provide additional information. When a customer asks a question, sales associates are presented with an opportunity to build a relationship with someone who is fully engaged in the purchasing process.
Experience Matters
JULY 5, 2017
Trust is a critical component of a strong relationship with customers. That’s why Temkin Group has been measuring trust for several years in the U.S. This year we’re publishing the 2017 Temkin Trust Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 UK consumers in January 2017 (see full list […].
InMoment XI
JULY 4, 2017
The fourth of July, America’s Independence Day. Today we remember great people who not only founded our great country, but also those who fought for the ideas they represented. That every man and woman has the right to pursue happiness, and has a right to life and liberty. It’s a day for patriotism and to.
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Customer Bliss
JULY 4, 2017
Episode Overview. Mark Slatin is the Director of Client Experience for Sandy Spring Bank. They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. About Mark. Mark leads the client experience efforts at Sandy Spring Bank, the oldest and largest independent Maryland-based bank.
Vonage
JULY 5, 2017
In a commodity world, customer loyalty is harder to achieve. Customers want you to stand out and earn their trust. Here is a list of strategies to create a customer centric organization. Get to know the customer. Listen and show you have listened. Deepen the relationship with your knowledge of them and their buying habits. Be the editor for the customer.
Experience Matters
JULY 4, 2017
We hold these truths to be self-evident, that all men are created equal, that they are endowed by their Creator with certain unalienable Rights, that among these are Life, Liberty and the pursuit of Happiness. Happy July 4th! While not everyone who reads my blog is celebrating a holiday today, I hope that everyone can embrace […].
CX Journey
JULY 5, 2017
Image courtesy of Pixabay Customer focus. at what cost? Are you kidding me? I recently attended a webinar about how to develop a customer-centric culture. One of the questions during the Q&A at the end of the webinar was something along the lines of, "Doesn't more customer focus means less focus on products, etc.?" I happened to have just taken a sip of my coffee, and I think it came out of my nose.
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Alida
JULY 6, 2017
Companies plan to invest heavily in customer experience (CX) in the next few years. In fact, according to a recent study, 60 percent of marketers already increased their CX budget this year. Money alone, however, won’t improve the experience customers have with your brand. Operationalizing CX and measuring its impact to the bottom line are important steps to scaling CX programs and accelerating buy-in.
Michelli Experience
JULY 4, 2017
Great leaders often ask me to help them create “customer value”, while others ask me to help them create “profit.” For me, the only way to generate sustainable profit is by developing a core competency for customer value creation. Chasing profits is a tiring and stressful endeavor – creating value is an innovative and energizing pursuit. You have a customer solution, now what?
SuiteCX
JULY 7, 2017
Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. Customer engagement consulting agency, Ellipsis, has joined forces with Data Republic on a new data product offering aimed at helping brands better measure customer loyalty investments. The Return on Loyalty product is based on anonymised, aggregated transaction-level data from Westpac, exchanged via Data Republic’s platform.
Beyond Philosophy
JULY 3, 2017
For many organizations, the initial improvements in Customer Experience have long since passed. The early gains in Net Promoter Score (NPS) have faded into legend and the NPS now languishes in a plateau, quarter after quarter. Many organizations are scratching their heads wondering, “What now? However, they would be better off asking, “What’s next?”.
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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?
Alida
JULY 5, 2017
In a dynamic and sometimes struggling retail environment where online giant Amazon buys grocery chain Whole Foods , consumer packaged goods (CPG) companies must build brand awareness and harness the insight of shoppers if they are to win the battle for shelf space. It takes more than just financial investment to stay relevant amidst all the turmoil.
Michelli Experience
JULY 4, 2017
Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. The post {Infographic} Customer Value – Expanding across the 12 Standard Forms of Value appeared first on Joseph Michelli.
SuiteCX
JULY 7, 2017
Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. Customer engagement consulting agency, Ellipsis, has joined forces with Data Republic on a new data product offering aimed at helping brands better measure customer loyalty investments. The Return on Loyalty product is based on anonymised, aggregated transaction-level data from Westpac, exchanged via Data Republic’s platform.
Win the Customer
JULY 3, 2017
Even though it doesn’t it may seem like every day, a new mass crime takes place in a public area. The frequency and severity of these events has made many people feel scared about routine activities, such as going shopping. As the manager of a store, you can use these four tips to create a safe shopping experience for your customers. Install Video Monitoring and Metal Detection Systems.
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.
Heart of the Customer
JULY 6, 2017
And neither should you. In CX, we love to talk about our survey results. We report the latest Net Promoter Scores, or show how we did in satisfaction last quarter. Yet, as I talk with CX practitioners, I hear about how it’s often hard to get the business to care. And, really, why should they? […]. The post Your business doesn’t really care if your customers are likely to recommend you appeared first on Heart of the Customer.
Michelli Experience
JULY 6, 2017
Welcome to Generation Focus. This blog is where we share our perspective on all things market research. Generation Focus gives companies a new way of connecting with their customers. We are passionate about what we do and hope you will enjoy getting to know us.
Kayako
JULY 6, 2017
Working in support means constantly upping your game. Aside from keeping up with new technologies – which make you revise documentation and saved replies – you’re trying innovate and future-proof your support strategy, and grow your career. That’s one hell of a juggling act for a support professional! So we’re here to help. And one of the best ways to learn and level up your support chops is to read.
ShepHyken
JULY 5, 2017
I will always remember my first marketing class in college when we learned about the 4 P’s – Product, Price, Place, and Promotion. Well, now there is a fifth P. Before I go any further, as a customer service and experience expert, I believe that service and experience are all about marketing. The first P is about Product. It is assumed that the product is going to do whatever it is supposed to do.
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Amity
JULY 7, 2017
We’ve all been there. Churn, cancellation, breaking up. Call it what you may, it hurts. As it is in life, it is also true in business – when you go through a breakup, you should take the time to reflect, learn, and adjust accordingly. I am sure that you have heard this saying before, but it is worth repeating: “those that do not learn from history are doomed to repeat it” (George Santayana).
CustomerGauge
JULY 4, 2017
American Express, ABN AMRO, HSBC, Royal Bank of Scotland (RBS), USAA have one thing in common – they are all financial services companies operating in a sector not so famous for customer centricity. The average NPS® score for the financial services sector sits at 34, whereas industries like technology and consumer brands are above with […].
CSM Magazine
JULY 3, 2017
New research shows that customers are just as likely to share a positive experience as a negative one. Read on to learn more. Customer service professionals could be forgiven for thinking that their efforts to ensure top-quality assistance go largely unnoticed; we have a tendency to assume bad experiences have a more lasting impact on customers, and that a good customer experience is quickly forgotten.
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