Experience Matters
AUGUST 22, 2016
In case you missed it, we labeled 2016 as The Year of Emotion in our annual listing of CX trends. To help organizations better understand customer emotions, we created the Intensify Emotion Movement. Why did we put so much of a focus on emotion? Because it drives loyalty. We tapped into our recent consumer benchmark study to […].
GetFeedback
AUGUST 25, 2016
Customers want personalized experiences with companies. Omni-channel customer support improves the customer experience one ticket at a time.
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Alida
AUGUST 26, 2016
Online communities are now mainstream business tools. A 2014 report from the analyst firm Demand Metric shows that two-thirds of companies employ different types of online communities. Larger enterprises are more likely to have communities, with 74 percent indicating that they have one. Given the ubiquity of online communities, the question many companies are asking is whether they have the right ones in place.
Omnicus
AUGUST 24, 2016
Without the right management, your contact center will not run at peak performance. Great contact center management leads to a great experience for the customer. However, poor management means your agents won’t be serving customers to the best of their ability. Also, your overall CRM model will suffer. Reducing attrition and increasing cross-department collaboration will improve your contact center.
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.
Experience Matters
AUGUST 24, 2016
Why do employees leave their companies for another job? To examine this question, I tapped into our Q3 2015 consumer benchmark study which included more than 5,000 U.S. full-time employees. The analysis compared two groups of employees, those who were likely to look for a new job in the next six months and those who […].
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Alida
AUGUST 24, 2016
By 2020, my fellow Millennials and I will make up half of the entire global workforce. We outnumber our Baby Boomer parents and Generation X in general population. Our growing impact makes us the most researched generation in history—and allegedly, according to many pundits, the most narcissistic. We may dominate the workforce but our employers are still confused about how to manage us.
Steve DiGioia
AUGUST 22, 2016
…You deserve nothing less from your customers This original article was written by Steve DiGioia. I never wanted others to think I was a jerk. Being an average kid, I spent my share of time in the company of other jerks. I hated how they acted and many of the things they said. I was NOT going to be like them! Then my 20’s came and it was full steam ahead into the dating years.
Experience Investigators by 360Connext
AUGUST 22, 2016
There’s a joke about being at the top at any small business. The title of founder or president, in its deceptively simple way, covers a multitude of jobs. You can’t just run the business by doing the work, you have to run the business by stepping in as chief technology officer, chief financial officer, chief marketing officer, […].
GetFeedback
AUGUST 25, 2016
Customers want personalized experiences with companies. Omni-channel customer support improves the customer experience one ticket at a time.
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Comm100
AUGUST 24, 2016
We all want our customers to be happy with our products and services. Ideally, they would all be willing ambassadors for our company: happily harnessing the power of social media to recruit other customers; freely place banner ads for our businesses outside their homes; become international celebrities; and prominently display our products during their frequent Tonight Show appearances.
Kayako
AUGUST 25, 2016
This is a guest post by Puneet Kataria , the founder of Promoto. The Word of Mouth Marketing Association found that word of mouth drives an estimated $6 trillion in annual consumer spending. It is no surprise that every business dreams of achieving this state of nirvana: converting every customer into a passionate brand advocate. Brand advocates are customers who passionately and proactively recommend your brand to anyone and everyone within their circle of influence, without any expectations i
Vonage
AUGUST 22, 2016
The Olympic Games are a global celebration of challenge, performance and achievement. Around the world, viewers thrill to see who takes home the Bronze, Silver and Gold. I enjoy looking deeper, silently granting “Personal Diamond Awards” to anyone who goes faster, higher or longer and achieves a “personal best.”. What would the Olympics be like if we officially included the Personal Diamond Awards?
Customer Bliss
AUGUST 23, 2016
Episode Overview. Darryl Speach is a serial customer experience practitioner and change agent. He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. I sometimes classify Darryl’s wisdom as “hard-earned and joyous,” and I think you’ll see that come through in this episode. About Darryl.
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NICE inContact
AUGUST 25, 2016
According to Gartner’s report, Bridge Silos of Customer Engagement, or Risk Killing Your customer Experience , “Customer engagement is frequently delivered in silos, even though this is a known, significant customer experience issue. While the silos generally can’t be knocked down, … they can be bridged at three critical points: user experience, process and data”.
C3Centricity
AUGUST 25, 2016
All businesses want to be competitive, and yet too many lose out by forgetting some simple elements of modern marketing. Therefore I decided to write this post to remind us all how easy it is to miss some of the basics. Product. Some facts about today’s market to start with. Products today are more similar than different from each other. It is the brand that provides differentiation in most cases.
Michelli Experience
AUGUST 26, 2016
I’ve always loved the way Charles Dickens opened his masterpiece The Tale of Two Cities. The first few phrases of the first line set a powerful stage for the book and an apt assessment of the role of technology in customer experience delivery… . “It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness …”.
Customer Bliss
AUGUST 25, 2016
I think we all discuss “decision-makers” in our businesses often. I actually just watched this movie Get A Job with Anna Kendrick and Miles Teller. In this movie, which really isn’t that good, Bryan Cranston — a long way from Breaking Bad here — plays Teller’s dad. Cranston loses his job but thinks he’d be a perfect fit for this other job, right?
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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?
NICE inContact
AUGUST 23, 2016
A company’s culture is a lot like a farmer’s soil, it’s the foundation from which all of your results grow. A farmer who tries to farm less-than-fertile soil would have a difficult time trying to produce a quality crop. In much the same way, if your company culture has a negative impact on your employees, it will be that much more difficult for you to produce positive business results.
Beyond Philosophy
AUGUST 22, 2016
If you follow retail trends, you know that department stores are in trouble. As shoppers have headed online and to discount stores, traditional mall department stores are struggling to define their niche and halt falling profits. Many are now focused on creating a better in-store experience in hopes of motivating customers to shop in person. One of the most interesting customer experience initiatives is coming from Macy’s, which also announced last week that it is closing 100 of its stores.
CX Journey
AUGUST 23, 2016
Image courtesy of d.emily13 I originally wrote today's post for Intradiem. It was published on their blog on February 23, 2016. The phrase "employee retention" sends shivers down the spines of some folks. And it ought to. Employee turnover is expensive to any company in a variety of ways, not the least of which is the impact on the customer experience, too.
Steve DiGioia
AUGUST 26, 2016
Guest post by Roy Atkinson This original article was written by Steve DiGioia. Host of the popular weekly #CustServ chat on Twitter, Roy Atkinson shares some customer experience wisdom as today’s guest blogger. Thanks Roy! When it comes to customer experience, everything matters. The way a website looks and works, the way a brand’s service people talk with and treat customers, and certainly the way purchased goods and services are delivered.
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.
Customers That Stick
AUGUST 22, 2016
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Wired and Dangerous
AUGUST 22, 2016
Customers are changing rapidly and keeping up with customer expectations in a world where nobody wants to complete another survey can be very challenging! Research shows 93% of Americans say organizations fail to exceed their customer service expectations and 60% of customers have higher expectations for customer service now than they did just one year ago.
Win the Customer
AUGUST 25, 2016
Social media has become a major tool for marketers. But even though most small businesses use social media, it doesn’t mean they’re using it effectively. For instance, only 45 percent of marketers think their Facebook strategy is effective, reports Social Media Examiner. In addition, 92 percent of marketers aren’t sure which social media tactics work best, and 88 percent don’t know how to measure their return on their social media investment.
Amity
AUGUST 22, 2016
Competitive Advantage isn’t Sustainable. Power has shifted from vendors to customers. Using everyday digital technology, customers have ready access to information, people, and resources. These empowered customers have higher expectations and lower loyalty than just a few years ago. The competitive advantages businesses have developed to serve customers in the past are neither competitive nor advantageous today.
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ShepHyken
AUGUST 24, 2016
Customer Service Training. It happens all of the time. A customer makes some kind of special request. It’s not that it is all that special. It’s just not the norm. And, the first response from the employee is, “We can’t do that.”. My wife knows that I love pesto sauce. There is a restaurant in our area that has a delicious meal with pesto. However, their pesto is a creamy pesto sauce.
Customers That Stick
AUGUST 25, 2016
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Helen Dewdney
AUGUST 22, 2016
So much to complain about in the energy sectors?! Listed below are links to various helpful posts about any issue you may be having with your supplier, your rights, how to get it sorted and gain redress. All you need to know when your phone/energy bill is wrong how to complain about a wrong bill. How To Take Charge of Your Energy Bills – advice and tips about switching.
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