Sat.Oct 22, 2016 - Fri.Oct 28, 2016

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Thirty Drivers of Value Perceptions, or Why Customers Love Your Company

InMoment XI

Customers love a company because they perceive value in their interactions with its people, products, and services. As customer experience (CX) professionals, we usually measure this sense of value with the Net Promoter Score®, or NPS®, which is a nominal indication of how likely the customer is to recommend the company to another person, and.

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The Changing Pattern of Consumer Communications

Experience Matters

For the past several years, we’ve been examining how U.S. consumers prefer to communicate with each other, analyzing their answers to the question, Which method would you most likely use to communicate with your friends? As you can see in the figure below: Text messages are on the rise (+8 points between 2012 and 2016), while […].

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100% is not enough to impress with customer service quality. You need 120%

Vonage

When a company reaches the top, does customer service quality still matter? Industry leaders tend to think so. I recently organized a service bench-marking visit to Singapore for 22 Korean sales and service trainers. In seven days we visited 23 leading organizations. A very busy week! At the Singapore Airlines Cabin Crew Training Center, one visitor asked, “How does Singapore Airlines stay on top all these years?

Airlines 226
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CX process mapping: Kill a stupid rule

Customer Bliss

We spend a lot of time in companies discussing “process mapping,” which is — theoretically, and sometimes in reality — a way to make our processes more effective. If you’ve had a number of enterprise-type jobs, you’ve probably seen the dreaded idea of “process for the sake of process,” whereby all these rules and processes are layered on top of each other before any action can be taken.

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The 2023 Verint Experience Index: Retail

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

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Improve the Experience by Asking the Impossible Questions

Experience Investigators by 360Connext

Asking questions without limitations can lead to a better experience for your customers. The post Improve the Experience by Asking the Impossible Questions appeared first on Customer Experience Consulting.

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Thirty Drivers of Value Perceptions, or Why Customers Love Your Company

InMoment XI

Customers love a company because they perceive value in their interactions with its people, products, and services. As customer experience (CX) professionals, we usually measure this sense of value with the Net Promoter Score®, or NPS®, which is a nominal indication of how likely the customer is to recommend the company to another person, and. View Article.

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Activate Your Customer Service Superpowers with Kayako and Zapier

Kayako

Let’s face it: customer support is a superhero role. You make customers happy, remove roadblocks, and save the day when catastrophes arise. But it can be difficult to do all of that when your faithful sidekicks (in this case, the tools you use to do your job) don’t let you achieve your full potential. There are two superpowers that are essential for modern customer service: X-Ray Vision, and Telekenesis.

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Technical Competence & Organisational Clarity – The two pillars of Customer Centric Leadership

ijgolding

Even the best specialists in their fields of work; the most experienced; the most decorated; will continuously look for ways to evolve their knowledge and learning. Often, a glaring sign of a leader who is unlikely to be able to successfully and sustainably lead their organisation, is the stark reality that the leader does not think there is anything left to learn.

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Not Top Of Mind But Top Of Heart – When Branding Gets REAL

Michelli Experience

Here are some important terms of art when it comes to understanding the strength of your brand: Brand Awareness – the visibility of your brand and it’s products/services in the eyes of consumers. Branding Campaigns – tactical strategies for driving brand awareness. Impressions – how many customers actually lay eyes on elements of your branding campaign.

Brands 176
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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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When Customers Become Customer Prospects

InMoment XI

Last week, my husband and I officially became what I call “customer prospects.” After having the same home insurance provider for over 16 years, we pulled the trigger and made the decision to make a switch. We are what the industry calls “in market,” as we look at other providers and begin to compare and. View Article.

Insurance 200
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Your Contact Center is a Hotbed for Customer Engagement: Here’s Why

Calabrio

We know that when a brand delivers great customer experience, customers are more likely to establish a positive connection and long-term loyalty towards that brand. Given this, most companies, including your own, spend countless hours and resources looking for ways to improve customer experience strategies. However, the customer experience is only a part of the equation.

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5 Ways to Build More Trust Online With Customers – by Amy Barton

ijgolding

When you run a business, there are always many growth strategies likely to be going through your head at any time, from marketing and sales ideas, through to increasing productivit y, adding new team members, or creating or sourcing more of the products or services your customers want. However, one area that many entrepreneurs don’t spend enough time on each month is thinking about how to convert more leads, and how to provide an excellent customer experience time and again.

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The 3 D’s of online community recruitment

Alida

The success of online communities is all about having the right people. Online communities provide the most ROI when they have people who are eager to actively participate and who represent the company’s customer base. A strategic approach to recruitment ensures your community has the right members, which helps your company get long-term value. At the 2016 Customer Intelligence Summit , three veteran research professionals revealed how, with the right strategy in place, recruiting customers, emp

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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When Customers Become Customer Prospects

InMoment XI

Last week, my husband and I officially became what I call “customer prospects.” After having the same home insurance provider for over 16 years, we pulled the trigger and made the decision to make a switch. We are what the industry calls “in market,” as we look at other providers and begin to compare and.

Insurance 200
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Executive leadership in the Age of the Customer

Customer Bliss

The fifth of my customer experience competencies is one-company accountability, leadership, and culture. Ultimately, this refers to executive leadership. How are they approaching customer issues? Are they on the same page? Each week on my podcast , a different CCO-level leader talks about this one-company leadership culture. One of the biggest challenges of the first few months of this work (at a high level) is making sure the executive leadership is united towards customer-driven growth.

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Tools to Put the Customer at the Center of All You Do

CX Journey

Image courtesy of reynermedia Trying to ensure the customer gets the attention she deserves within your company? Striving to make yours a customer-centric company? How does the customer become the center of attention for your organization? What tools should you have in your customer-centric toolbox? There are many, but one of my favorites is "the empty chair," which is a seat at the table for the customer and a reminder that we should always be considering if the decisions we make are in the bes

Tools 151
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inContact Recognized as a Leader in Gartner’s 2016 Contact Center as a Service (CCaaS) Magic Quadrant

NICE inContact

For the 2 nd year in a row, inContact was positioned as a Leader in Gartner’s annual Contact Center as a Service (CCaaS) Magic Quadrant. Positioning in the Magic Quadrant is based on two criteria: Ability to Execute , and Completeness of Vision. Organizations in the leader quadrant have balanced these two important qualities and are described as: “ …those suppliers with a strong multichannel product and service capability that have already. amassed a large installed base of both larg

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Revealed: Shopping Malls Fight Back!

Beyond Philosophy

When shopping malls began dotting the American landscape in the late 1960s and 1970s, they presented a new and exciting customer experience. Today, it shouldn’t be news to anyone that things have changed and malls in general are struggling. Discount retailers are partly to blame, but the real culprit is the internet. Why would you change out of your pajamas and scout for a parking place when you could buy the same stuff online, from the comfort of your couch?

Retail 144
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5 Tips for Managing Customer Expectations

Comm100

Customer satisfaction is dependent upon knowing your customers’ needs and expectations. But your ability to meet, and even exceed customer expectations is often dependent upon what customers think their experience should look like. While there are many factors that can influence expectations, from a competitor’s offer to news coverage of a fantastic customer success story, some of these factors are within your control.

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Optimal Help Desk Solutions for the SMB

Omnicus

We’ve covered the help desk in detail. We’ve shown you why you need an integrated help desk, and what it can do for your larger CRM. Now, we’ll dive into the optimal help desk model for small and medium-sized businesses (SMB). The concept is the same, but the specifics differ and can make a huge impact on the efficiency of your contact center. So what’s the best help desk solution for the small and medium sized business?

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How Campaign Monitor Does the NPS® Survey at Scale

GetFeedback

Campaign Monitor uses the NPS survey to measure customer loyalty and overall sentiment. Here's how they scale the process with 200,000 customers.

NPS 150
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The Open CCaaS Advantage Report

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.

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Tesla: Intriguing Insight To Success

Beyond Philosophy

Tesla announced that all of their cars will be self-driving cars. Wednesday’s announcement, delayed two days from the original announcement scheduled for Monday October 17th, stated that all of its cars will have the ability to drive themselves, referred to as level 5 autonomy. Before the announcement, many experts and industry commentators had little idea what it would be.

Brands 131
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Write Your Company’s Bestselling Customer Service Book

ShepHyken

Here is an idea that just about any organization can do – write a book. But, not just any book. A customer service book, written by your employees, featuring great customer service experiences, for both internal customers and external customers. One of the most popular exercises we share with our clients is something called the Moments of Magic Card®.

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Delivering Powerful Customer Service!

Wired and Dangerous

Customers have changed! Research shows their expectations for customer service have increased 60% in the last 12 months. And 76% of customers say that the level of customer service you provide is the true test of how much your organization values them! For today’s wired and dangerous customer any encounter with indifferent service fosters a quick exit to a new provider.

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Customer Journey Mapping Workshop in Miami in December

Experience Matters

Filed under: Customer experience.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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3 huge future customer journey mapping trends you need to know about

OpinionLab

‘Customer journey mapping’ is a widely accepted practice for customer experience teams right now as they seek consistency across all channels and touchpoints. According to McKinsey, you should “(pay) attention to the complete, end-to-end experience customers have from their perspective. (Do not) focus on individual interaction touchpoints devoted to billing, onboarding, service calls, and the like.

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Amazing Business Radio: Peter Shankman

ShepHyken

Peter Shankman Shares Tips on How to Create Loyal Customers – and Much More! Shep Hyken speaks with best-selling author, blogger, speaker, and podcaster, Peter Shankman. They share stories about some exceptional customer service experiences and how to create loyal fans. Peter shares tips from his bestselling book on customer service, Zombie Loyalists: Using Great Service to Create Rabid Fans.

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Customer service training, or service education. What’s the difference?

Up Your Service

Many companies provide customer service training for some or all of their employees. But soon after the leaders of these same companies ask why everyone in the organization hasn’t embraced a true understanding of – and commitment to deliver – service excellence ? To address this gap and answer this question, we must understand the difference between customer service training and actionable service education.