Kerry Bodine
JULY 30, 2017
Journey maps have become one of the most popular tools for understanding and improving customer experiences. (Case in point: more than 1,000 people have downloaded our free journey mapping template since the beginning of this year.) But why are journey maps so popular? And why should you invest in developing them? Let’s start with the reasons that the underlying framework of the journey is so important.
InMoment XI
AUGUST 3, 2017
Throughout the history of the world, humans have created and envisioned many things that don’t exist in the ‘real world’. Often, many people come to actually believe in these inventions of human fantasy to some degree. This usually happens through a combination of misunderstanding, bad information, simple ignorance or even plain old imagination. Take the.
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Customer Bliss
AUGUST 3, 2017
Some interesting, if not surprising, news from the customer experience world recently. Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. Forrester is a very-vetted research brand, but it’s important to understand the ecosystem here.
GetFeedback
AUGUST 2, 2017
Companies often struggle to personalize their customer interactions and messaging. We'll look at how two types of experience surveys help boost engagement.
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.
Kerry Bodine
JULY 31, 2017
Back in May 2014, I wrote a post titled The Connection Between Customer Satisfaction & Stock Price. The American Customer Satisfaction Index (ACSI) had recently made headlines, along with a 13-year financial analysis of the publicly traded companies in the index. Here’s the gist of my post: The ACSI had created a stock portfolio comprising companies with the highest customer satisfaction scores in its yearly study.
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
AUGUST 1, 2017
Episode Overview. Tom is the Principle, Head of Member Experience at Aon Hewitt. While he’s been in customer-facing roles for about 25 years, he’s only been at Aon Hewitt since mid-2016. (Immediately prior, he was a Senior Customer Experience Analyst for Forrester.) Because he’s been in his role about 12 months, most of this conversation is focused on what he set out to accomplish in the first year — and what he thinks the next 6-12 months will look like.
Who's Your Gladys?
AUGUST 2, 2017
You’ve undoubtedly heard of the Internet of Things (IoT). So what is it? According to Forbes, IoT is described as everyday objects that can be connected to the Internet and be recognized by other devices and contribute info to a database. The Internet of Things. The post How is the Internet of Things Affecting Customer Service? appeared first on Who's Your Gladys?
Storyminers
JULY 31, 2017
I n terview w i th M i k e W i ttenstein, F o un d e r of Storyminers as seen on the Digital Customer Experience website . T ips from an Expert in design thinking, c u s tomer e x p e rience and the power of story. Is there a difference between customer experience and digital customer experience anymore? Customer Experience used to focus on what happened in the real world and Digital Customer Experience used to focus on what happened online.
InMoment XI
AUGUST 1, 2017
Editor’s note: This was originally posted on Document Strategy’s website here. Experts anticipate the amount of data collected globally to break the 40-zettabyte mark by the year 2020 at the latest. That is about five times the number of grains of sand on the planet—an impressive figure, and it underscores the colossal scale of the. View Article.
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ShepHyken
AUGUST 2, 2017
There is an old joke in the dental world that a patient asked his dentist, “Which teeth should I floss?” The dentist answered, “Only the ones you want to keep.” Customer Service is the same. All customers are good customers. Okay, maybe not all. Every business has customers – or should I call them former customers – that companies choose not to do business with.
NICE inContact
AUGUST 1, 2017
Do your agents scatter like ants when they see you coming? Do they look for any excuse to reschedule your 1:1s or coaching sessions? If you seem confused by this behavior, it may be time to look at your coaching and engagement style to help enhance your contact center performance. A good way to do this is to think of when you verbally praised one of your agents, or recognized them for positive performance.
CX Journey
AUGUST 3, 2017
Image courtesy of Pixabay Expectation = frustration? I recently saw an article with an image that included a quote from Antonio Banderas: Expectation is the mother of all frustration. Honestly, this is true in life, in all relationships. Think about it for a second: Aren't relationships much easier and much more relaxed when you have no expectations of the other party?
Experience Matters
JULY 31, 2017
In this post, I examine the 2017 Temkin Emotion Ratings for the U.S. and UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics. In January 2017, we surveyed 10,000 U.S. consumers and 5,000 UK consumers about their experiences with companies. We used that feedback to calculate the Temkin Effort Ratings for 329 companies in the U.S.
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Alida
AUGUST 1, 2017
Eighty degrees and a nice breeze – check. Evening rooftop in New York City and specialty cocktails – check. More than 180 attendees including leaders in media, technology, CPG, beauty and auto – check. At CX and the City on July 18th, industry leaders from Refinery29, Bustle, Elizabeth Arden and Audible shared how they are approaching the biggest challenges and opportunities in customer experience.
Michelli Experience
AUGUST 2, 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} Recovering Business Trust appeared first on Joseph Michelli.
CX Journey
AUGUST 1, 2017
Image courtesy of Pixabay I originally wrote today's post for Clicktools. It appeared on their blog on November 28, 2016. Do you train your employees to talk to customers in company language or in customer language? Did you realize that your company has a language? Or that your industry has a jargon? And that those often (most of the time) differ from your customers' language?
Beyond Philosophy
JULY 31, 2017
Over the past few months, I’ve noticed that “storytelling” has become a hot marketing buzzword. Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. There’s a growing crop of programs that teach you to tell stories in your own business. As a customer experience consultant, I think this is good.
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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?
Uniphore
AUGUST 3, 2017
Chatbots, more Human than Humans? Chatbots have come a long way in a short space of time, and it looks like it’s only a matter of time before they are more human than human beings themselves. Read More.
Michelli Experience
AUGUST 1, 2017
This will be my third and final installment on what has become a mini-series about trust and business. Over the past couple blogs, I reported a trust gap , emphasized the need to extend trust to customers , and outlined an initial list of qualities possessed by trustworthy leaders. This week I’ll look at one of the greatest opportunities every leader and company has when it comes to building trust.
Calabrio
AUGUST 1, 2017
The Economist Intelligence Unit recently released a report revealing 86 percent of CMOs and senior marketing executives believe that, by 2020, they will own the customer experience from start to finish. However, at present, many marketers find it challenging to utilize the insights gathered directly from customer interactions, and need guidance to achieve this goal.
Beyond Philosophy
AUGUST 2, 2017
If your employees are satisfied with their jobs, you might be in trouble. I realize that sounds wrong. It seems as if employee satisfaction would be one key performance indicators for your organization. But in today’s competitive job market and customer experience landscape, employee satisfaction just isn’t enough. What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees.
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
JULY 31, 2017
I t’s nice to think that the businesses we frequent have integrity. The truth is integrity, or effective honesty, takes actual hard work that many are not willing to do. Each customer and situation is different, forcing you to adjust depending on who you’re dealing with. The real risk of losing a deal, a customer or a client “forces” us to be honest.
SuiteCX
JULY 31, 2017
Is your program performing? Investments in customer loyalty are booming… but do program managers and partners really know the true ROI from these investments? Marketing teams are spending big on rewards, partnerships, agencies, data capabilities and marketing technology. Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor.
ShepHyken
JULY 31, 2017
Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 10+ Times Hotels Surprised Everyone With Their Creativity by Sarune Mac. (Bored Panda) If you stay at hotels often, you know that most of them seem to offer the same old thing – mildly friendly reception, a decent bed, and a warm shower.
CustomerGauge
AUGUST 1, 2017
The first in our interview series with the leaders of CustomerGauge is Senior Product Manager Trishaala Chengappa. Starting off as a Client Operations Professional, then a Product Manager and now leading the Product team, Trishaala has been with CustomerGauge for six years. She recently sat down with me to give some insight on her perspective […].
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iPerceptions
AUGUST 1, 2017
The Customer Experience continues to be one of the hottest topics in the business world, which continuously brings about a slew of interesting articles and stats that shed light on the importance of offering a great CX.
SuiteCX
JULY 31, 2017
Is your program performing? Investments in customer loyalty are booming… but do program managers and partners really know the true ROI from these investments? Marketing teams are spending big on rewards, partnerships, agencies, data capabilities and marketing technology. Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor.
ShepHyken
AUGUST 4, 2017
This week we feature an article by the Strategy Institute featuring insights on key Digital Customer Experience factors from different business leaders. A customized digital experience is your opportunity to connect with the customer as an individual. . The continual advancement of digital technology is nothing new, yet providing an outstanding customer experience is now becoming more impossible to do without incorporating the latest digital elements into it.
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