InMoment XI
MARCH 18, 2016
After years of conversations around the importance of Customer Experience (CX), it seems that finally it is becoming an operational priority for companies. This shift has never been timelier, as CX becomes an important competitive differentiator. According to Gartner research, 89% of organisations will be competing mostly on the basis of customer experience in 2016.
Steve DiGioia
MARCH 17, 2016
This original article was written by Steve DiGioia. Too many people that are in the position to “greet” people never actually do that. They may say hi or hello but that’s nothing more than an acknowledgement that someone has entered your space. That’s it! Our customers wish to be part of a team and treated warmly like you do at a gathering of friends and associates.
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Experience Matters
MARCH 17, 2016
One of the things I noticed at this year’s Sloan Sports Analytics Conference is that teams were not as focused on the issue of losing younger fans. So I decided to see if there’s anything to worry about. While we don’t have data on kids, we do have lots of data on young adults. I tapped into our 2012 […].
Experience Investigators by 360Connext
MARCH 16, 2016
We live in a digital world, constantly connected, where information is always at our fingertips. With all this information, businesses have the tricky task of standing out from all the chatter and building strong relationships with their customers. Millennials are changing the way brands market themselves and build those relationships. Today, millennials say they’re influenced […].
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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
MARCH 18, 2016
After years of conversations around the importance of Customer Experience (CX), it seems that finally it is becoming an operational priority for companies. This shift has never been timelier, as CX becomes an important competitive differentiator. According to Gartner research, 89% of organisations will be competing mostly on the basis of customer experience in 2016.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Matters
MARCH 13, 2016
This week, I made my 5th annual pilgrimage to the MIT Sloan Sports Analytics Conference, As always, I really enjoyed hearing players, owners, general managers, members of the press, and experts discuss two of my favorite topics: #sports and #analytics. This was the 10th year of the conference. I want to say congratulations and thank you to the two co-founders […].
Steve DiGioia
MARCH 14, 2016
you may have your own stuff to talk about but not during working hours. This original article was written by Steve DiGioia. Life has a funny way of throwing us curve balls. Things never seem to go as planned or as we hoped. It’s understandable that we would become discouraged or upset when this happens and take our problems to work. “I’m going to speak with Sheila when I get to work, she is always good with things like this”, you may say.
InMoment XI
MARCH 18, 2016
After years of conversations around the importance of Customer Experience (CX), it seems that finally it is becoming an operational priority for companies. This shift has never been timelier, as CX becomes an important competitive differentiator. According to Gartner research, 89% of organisations will be competing mostly on the basis of customer experience in 2016.
Experience Investigators by 360Connext
MARCH 16, 2016
It was my 7th? 8th? year attending the South By Southwest Interactive Festival in Austin, Texas, and yet again, it didn’t disappoint. The old-timers will lament the days of easy navigation and fewer crowds, and I’m certainly one of them. But I also walk away with my wheels turning about what the future holds for […]. The post What do Trends from SXSW 2016 Mean for Customer Experience?
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Customer Bliss
MARCH 16, 2016
I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions). Let’s address the higher-order themes first, then we’ll go into depth about how they lead you towards accountable leadership.
Alida
MARCH 18, 2016
At Vision Critical, we’ve been focusing on the challenges created by the central role that mobile devices, both smartphones and tablets, now play in people’s lives. While the shift to mobile has created challenges for marketers and researchers, we believe the opportunities are even greater. It’s hard to deny the impact the mobile revolution has had on business.
InMoment XI
MARCH 14, 2016
In the wake of the shooting spree of Uber driver in Michigan, there have been a whole lot of discussions about how Uber customers go about rating drivers and whether a 4.73 on a 5-point scale is a good score or not. One analyst I listened to said that 4.73 is actually a bad score. View Article.
Experience Matters
MARCH 15, 2016
We just published a Temkin Group data snapshot, Media Use Benchmark, 2016. This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot). Here’s the data snapshot description: In January 2016, we surveyed 10,000 U.S. consumers about their media usage patterns and compared the results to similar data we […].
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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?
AskNicely
MARCH 13, 2016
Business software review platform G2 Crowd recently named AskNicely as a “High Performer” in the Enterprise Feedback Software category where it topped competitors on every measure of customer satisfaction. The latest G2 Crowd report on Enterprise Feedback Management software ranks the best software platforms against satisfaction (based on reviews from authenticated customers) and market presence (based on factors like employee count and market share).
Kayako
MARCH 17, 2016
The best teams are built upon people’s differences and their strengths. Startups are a great example of where people from different backgrounds and experiences collide to make magic. The key is having a diverse group of people with different skills. This helps drive innovation, competition, unrestricted thought, and open-mindedness. These values have to be instilled at the onboarding stage and reinforced in order to cement the company culture.
InMoment XI
MARCH 14, 2016
Billions of dollars of outcomes rest on driving change in CX programs to benefit businesses, shareholders and, critically, customers. Alicia Boler-Davis, General Motor’s Vice President for Global Quality and Customer Experience recently stated that for the auto company, the value of loyalty is $700 million for every percentage point of improvement in customer retention.
Kristina Evey
MARCH 15, 2016
Customer expectations can make or break their perception of the customer experience they’ve had when working with us. The way to ensure success is to MANAGE their expectations. Let them know what to expect, when, and how it will happen every step along the way. This podcast delivers strategies to keep everyone on the same page and promote successful outcomes.
Speaker: Lauren Barash, Vice President, Brand Marketing
In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program
Customer Bliss
MARCH 17, 2016
Business decision making has a power core. Knowing the heart and pulse that drives business decisions tells you a lot about how to move forward in customer experience. When customers are the heart of your business decision making, leaders are united in efforts to deliver a reliable and differentiated customer experience. Customer needs drive the overall plan for what’s developed and delivered.
Michelli Experience
MARCH 16, 2016
Did you hear the one about the employee who was about to be recognized for his 20 th year of service, only for his supervisors to find that he hadn’t shown up for work in the last 6 years? If only this was the set-up for a joke and not reality ! Clearly that man’s employer should have created a culture that put “employees first,” right? Then again, I’m reminded of the Gallup research captured in the book Human Sigma: Managing the Employee-Customer Encounter which suggests that while there is a h
InMoment XI
MARCH 14, 2016
In the wake of the shooting spree of Uber driver in Michigan, there have been a whole lot of discussions about how Uber customers go about rating drivers and whether a 4.73 on a 5-point scale is a good score or not. One analyst I listened to said that 4.73 is actually a bad score.
BlueOcean
MARCH 17, 2016
Top-performing salespeople are a breed of their own. Passionate, competitive, self-motivated and tireless. But when your company experiences rapid growth or has a lengthy sales cycle for high value products and services, the burden on your top performers can be heavy. That’s when you’ve got to ask: is there a cost-effective way to augment my sales coverage and drive results without driving core sales team into the ground?
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Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!
CX Journey
MARCH 17, 2016
Image courtesy of mdennes Today I'm pleased to share a guest post by Maansi Sanghi of CloudCherry. Discover the importance of employee engagement and happiness in driving customer delight. Achieving customer delight is paramount to the success of a business. Customer satisfaction is no longer enough – at least for businesses that want to thrive instead of just survive.
Help.com
MARCH 14, 2016
A recent study by Gallup shows that only 29% of customers are fully engaged. Think about what that means for your brand. 71% of customers are ready and willing to part ways with your company. Why aren’t they happy? What can you do to mend the relationship? We share a few tips below that can help boost your customer engagement and create a culture of loyal, happy customers.
InMoment XI
MARCH 14, 2016
Billions of dollars of outcomes rest on driving change in CX programs to benefit businesses, shareholders and, critically, customers. Alicia Boler-Davis, General Motor’s Vice President for Global Quality and Customer Experience recently stated that for the auto company, the value of loyalty is $700 million for every percentage point of improvement in customer retention.
Michelli Experience
MARCH 18, 2016
Today’s guest post is by Mike Figliuolo, co-author of Lead Inside the Box: How Smart Leaders Guide Their Teams to Exceptional Results (you can get your copy by clicking here ). You can learn more about Mike and the book at the end of the post. Here’s Mike: Erin joined your team about a year ago. She came in with many other candidates for a job opening and she impressed you in the interview.
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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.
CX Journey
MARCH 15, 2016
What are the Four Moments of Truth? And do they fit into experience design? Last year, I wrote about moments of truth , defining them as: that make or break moment in the customer journey, that moment when, if all goes well, the customer will continue the journey and complete the task or interaction; he will do (or continue to do) business with you.
Velaro
MARCH 14, 2016
Live help can address some common customer service problems before they even occur. The Impact blog put out a great article earlier this month, “ 5 Dangerous Side Effects of Bad Customer Service ” that touched on what constitutes bad customer service, what the consequences of bad customer service can include, and how you can prevent those consequences.
InMoment XI
MARCH 14, 2016
In the wake of the shooting spree of Uber driver in Michigan, there have been a whole lot of discussions about how Uber customers go about rating drivers and whether a 4.73 on a 5-point scale is a good score or not. One analyst I listened to said that 4.73 is actually a bad score.
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