InMoment XI
SEPTEMBER 12, 2016
Though the idea of culture has been around for centuries, it is only in recent decades that corporations have begun to speak of the notion of corporate culture. Probably the best way to define corporate culture is as the deepest thoughts and beliefs a company holds about itself. This includes what it considers to be.
Steve DiGioia
SEPTEMBER 16, 2016
Guest post by Ben Motteram This original article was written by Steve DiGioia. Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben has over 20 years’ experience in customer service, and is a recognized CX thought leader. Thanks Ben! As someone deeply involved in customer service and the overall customer experience, I am interested in identifying companies that share my love of service and how they tend to the customer’s needs.
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BlueOcean
SEPTEMBER 14, 2016
In a world fueled by technology and a culture plagued by busy-ness, where many people turn to texting and instant messaging as their first and fastest route of communication, it makes sense why live chat is a growing channel for customer support. A recent Gartner report suggests that its presence as a customer engagement channel will increase from 2% to 10% of all interactions by 2018, with over 80% of companies making it available for their customers.
Customer Bliss
SEPTEMBER 15, 2016
Digital storytelling is crucial in customer experience. Before we get deep into digital storytelling and how to maximize your processes around it, let’s briefly set up why storytelling as a whole — and especially digital storytelling — is important in the current business climate. The importance of digital storytelling. Here’s a Wharton interview with Carmine Gallo , the author of a book called The Storyteller’s Secret.
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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.
ijgolding
SEPTEMBER 15, 2016
Chatbots – computer programs that mimic conversations with users by using artificial intelligence (AI) – are the latest technology trend to hit the webchat world. There are two types: a chatbot that functions based on certain rules , meaning it will only respond to specific commands, and a chatbot that functions by machine learning (AI).
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
SEPTEMBER 13, 2016
Customers are tracking brands and how they how they interact with customers. And they’re giving their friends all the dirt they find on your brand! They’re sharing information like who to contact to get things done, and when’s the best time to call and actually get an answer. They may not contact you directly about it, […]. The post 3 Ways Customers are Tracking Brands (and Judging YOURS!
InMoment XI
SEPTEMBER 16, 2016
Innovation | Technology | Design There is a point at which your potential client becomes a customer, another point where they become a loyalist, and another when they’ll do anything they need to keep up with you because it wouldn’t make any logical sense to do otherwise. That’s the power of innovative technology. Corporation’s have. View Article.
ijgolding
SEPTEMBER 13, 2016
Since I have been writing, summer holidays have been a regular feature in my posts. As someone who tends to use his own experiences to bring the principles of Customer Experience to life, this is not surprising! The following are my five favourite articles to date: ‘We only want one room!’ Will your summer holiday experiences create the right memories?
C3Centricity
SEPTEMBER 12, 2016
If you follow me on social media, you’ll know that I’ve just returned from a three-week visit to Peru. I had the privilege of being the keynote speaker at IIEX-Latam in Lima and decided to take time off to visit the country after the conference. How glad I was that I took that decision, because I discovered that Peruvians are experts in customer delight!
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Michelli Experience
SEPTEMBER 15, 2016
Thought leaders like Daniel Pink have provided insightful analysis of research showing three key drivers of human behavior: Purpose. Autonomy, and. Mastery. In essence, ample research shows that people will give maximal effort when they believe their effort will make a purposeful difference when they are given some level of control over the task or timeline for completing a project, and when they are provided the chance to grow and master new skills.
InMoment XI
SEPTEMBER 16, 2016
Innovation | Technology | Design There is a point at which your potential client becomes a customer, another point where they become a loyalist, and another when they’ll do anything they need to keep up with you because it wouldn’t make any logical sense to do otherwise. That’s the power of innovative technology. Corporation’s have.
Experience Matters
SEPTEMBER 12, 2016
If you’re looking for data to benchmark your organization, competitors’ performance, or the CX of any group of companies in specific industries, then check out Temkin Group’s Industry-Specific CX Research (IndustryCX.com). We have a lot of data covering the 20 industries shown in the sidebar. We also have a lot of data on B2B technology vendors, examining the […].
NICE inContact
SEPTEMBER 15, 2016
Every contact center manager wants a team of agents that perform at optimum levels. The path to getting to that point, however, isn’t always easy. While building a strong group dynamic is important, managers must also nurture individual team members with helpful guidance. As many managers know, there’s an art to delivering constructive feedback to 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
SEPTEMBER 12, 2016
and not like a kindergarten teacher This original article was written by Steve DiGioia. Read this script and memorize each line. You must get into the character and feel his pain, study his emotions. What makes him tick? Let’s do it again. Those were the words of the movie director. It was a far cry from the kindergarten teacher…. “Now children, we are going to have free time.
InMoment XI
SEPTEMBER 12, 2016
Though the idea of culture has been around for centuries, it is only in recent decades that corporations have begun to speak of the notion of corporate culture. Probably the best way to define corporate culture is as the deepest thoughts and beliefs a company holds about itself. This includes what it considers to be. View Article.
Experience Matters
SEPTEMBER 11, 2016
Today is the first Sunday of the 2016 NFL season. (Go Pats!) So I tapped into our Q1 2016 benchmark of U.S, consumers to look at the make-up of NFL fans, examining the consumers who say they like watching the NFL (and other pro sports) on TV. As you can see in the chart below: NFL is […].
NICE inContact
SEPTEMBER 13, 2016
“You are only as good as your weakest channel.” – Nancy Jamison, Principal Analyst, Frost & Sullivan. This is one of our favorite quotes from a leading analyst in the contact center space. If you know Nancy, you may have heard her say it yourself. It speaks to the changing customer landscape and the importance of staying up-to-date on what technology customers actually want to use – not the technology you think they want to use.
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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?
Kayako
SEPTEMBER 15, 2016
I have always wondered how someone who loves to help people can ever get bored of that at some point in their career. Perhaps you entered a career in customer service for the wrong reasons? Maybe you’re trying to transition to a different department? Or maybe your helpdesk is limiting you to reactive customer service? Satisfaction for working in customer support has been sinking.
GetFeedback
SEPTEMBER 13, 2016
Unhappy customers force companies to confront and solve the problems that are negatively impacting their business, and those solutions can lead to success.
Customer Bliss
SEPTEMBER 14, 2016
Guest Post By Kathy Yoo. Kathy Yoo is a creative writer and currently writes content on behalf of KOVA Corporation. Whether the experience is positive or negative, any interaction with a customer is important. Many companies depend on customer experience metrics to determine ways of increasing customer engagement and satisfaction. Customer experience metrics use advanced technology to compile information on specific individuals across various channels, like telephone calls or the company’s
CX Journey
SEPTEMBER 15, 2016
Image courtesy of (F.Q) How do you identify and prioritize improvements within your organization? Last week, I wrote about the 5 Whys method , which is used to dig down to the root cause of problems experienced within your organization or by your customers. Recall that this method is about asking "Why?" five times to drill down to the ultimate cause.
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Alida
SEPTEMBER 15, 2016
The average cost of launching a new product is approximately $15 million. That’s a hefty price to pay when you consider 85 percent of new consumer goods products fail. What determines whether a good idea makes it in today’s saturated market? Since 2015, Wolverine Worldwide, a global footwear and apparel manufacturer of iconic brands such as Merrell, Sperry, Chaco and Saucony, has tested and vetted more than 1,000 new footwear styles with consumers before launching the product to market.
Beyond Philosophy
SEPTEMBER 12, 2016
When you ask a person why they bought something, they can always tell you straightaway. It might not be the reason, but it’s the reason they give. Is the person lying? Except for rare exceptions (politicians, criminals, celebrities learning too late that Twitter and Booze don’t mix), not at all. Many times people don’t know the real reason they did something.
Customer Bliss
SEPTEMBER 13, 2016
It was a busy summer for us, in part because we moved — but in part because I had the honor of doing a few keynote speeches at different organizations. I was supposed to roll out a new podcast today, but we had some timing issues (try getting people on the same page after Labor Day as FY17 strategy sessions are taking place), and I decided to do a quick post on the keynote side of my work.
ShepHyken
SEPTEMBER 14, 2016
I’m very excited to share this concept with you, especially as we approach National Customer Service Week. If you’ve been following me for longer than a year, then you know that Customer Service Week is the first full week of October, and this year its October 3-7. So, as we approach this year’s customer focused holiday, I want you to consider working through an exercise that will help you create a better customer service experience.
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.
Alida
SEPTEMBER 14, 2016
The countdown is on for the 2016 Customer Intelligence Summit in Chicago. If you’re heading to the Summit, getting the official free event app is a must. Here’s why. Note: Instructions on how to log-in to the app, including your username and password, are sent to you via email. If you need assistance, please send us a note at events@visioncritical.com.
Wired and Dangerous
SEPTEMBER 12, 2016
Forbes reported in August that businesses are losing $62 billion per year through poor customer service. 93% of Americans say organizations fail to exceed their customer service expectations! Made smarter by the internet, customers are empowered and emboldened to accept nothing short of value. It has made them Fickle —quicker to leave if unhappy. Forty four percent of customers stop doing business immediately after a less than satisfactory experience and another 15% exit as soon as their contr
Heart of the Customer
SEPTEMBER 13, 2016
The intangibles matter. Don’t let bad research ruin your customer experience. Bad research can wreak havoc with your customer experience. It can lead you to ignore a critical moment of truth while working on something with less impact. In one journey map project, we were hired to extend a Big Research Company’s research. They had […]. The post Just because your customers say it isn’t important doesn’t make it so appeared first on Heart of the Customer.
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