InMoment XI
JULY 11, 2016
“Gotta catch ‘em all” is the challenge Nintendo customers have in the new augmented reality gaming experience, Pokémon GO. Everywhere you look there are hubs of gamers with phones in front of their faces, collecting Pokémon. Pokémon GO is not only changing the way that customers interact with Nintendo as a company, but the way.
Steve DiGioia
JULY 11, 2016
This original article was written by Steve DiGioia. A touch of independence mixed with patience, possessing a definite superiority complex and territorial. These are some characteristics associated with the common house cat. But what if we in the customer service industry held these same traits dear to our heart? My cat is not responsible for anyone other than herself.
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Experience Matters
JULY 12, 2016
For the third straight year, USAA took the top spot in the Temkin Web Experience Ratings. Based on a study of 10,000 U.S. consumers, the 2016 Temkin Web Experience Ratings examine 257 companies across 20 industries (see full list of companies (.pdf)). You can see all of the company data on the Temkin Ratings website. Download dataset for $295 (download sample file (.xls)) […].
Vonage
JULY 15, 2016
I was recently preparing for an overseas trip and needed information about international calling plans for my mobile phone. I asked my assistant to call my carrier and inquire about the best plan for my needs. Sounds simple, right? Just call and get the information then sign up for the best plan. But it wasn’t that easy. . Without going into all the details, my assistant called, but what she was told didn’t seem to make sense.
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InMoment XI
JULY 13, 2016
So I broke down and bought the Disney Circle device that help families manage online time and activities. As a parent of two tweens and a toddler that already understands the concept of wifi, all it took was a few smartly-done marketing ads with the Disney brand name and my Circle was en route with. View Article.
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
JULY 14, 2016
Should pricing be considered part of the customer experience? YES. The post How Does Pricing Affect Customer Experience? appeared first on Customer Experience Consulting.
ijgolding
JULY 12, 2016
Have you ever wondered why it is still more common than not for us to have to endure experiences as a customer that fail to meet our basic expectations? On an almost daily basis, customers are faced with companies across a multitude of industries who fail to deliver promises; provide service from employees with a less than acceptable attitude; confuse and disappoint by inflexible rules and procedures… I could go on.
InMoment XI
JULY 13, 2016
So I broke down and bought the Disney Circle device that help families manage online time and activities. As a parent of two tweens and a toddler that already understands the concept of wifi, all it took was a few smartly-done marketing ads with the Disney brand name and my Circle was en route with.
Kayako
JULY 12, 2016
One week ago, we launched the new Kayako. And what a week it was – from overwhelming site traffic on Day 1 to being featured on Product Hunt on Day 2, it’s been a rollercoaster for our entire team. Needless to say, we are really grateful for the positive response, and thrilled to see how many customers both new and existing identify with Kayako’s mission.
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Experience Investigators by 360Connext
JULY 13, 2016
I’d hope by this point anyone reading this blog understands that my passion for customer experience is a holistic one. I don’t believe one aspect or theory or channel is the “right” way. I believe it takes a measured, consistent examination of what is working and what isn’t across all channels to really deliver a […].
Customer Bliss
JULY 12, 2016
Episode Overview. Welcome to Episode 13 of my podcast. (It’s lucky, don’t worry.) In this episode, I’m talking with Dave Mingle, the General Director of Global Customer Experience Execution and Planning for General Motors. In our conversation, Dave and I discuss the multi-year path that GM has been on. First, they needed to evaluate and establish the need for embedding customer experience.
InMoment XI
JULY 13, 2016
So I broke down and bought the Disney Circle device that help families mange online time and activities. As a parent of two tweens and a toddler that already understands the concept of wifi, all it took was a few smartly done marketing ads with the Disney brand name and my Circle was enroute with.
Storyminers
JULY 11, 2016
For well over 100 years, businesses leaders have made decisions based on what is right for the business. Business profitability first. Everything else second. Why not buy cheap chairs for the restaurant? Why not focus on the efficiency of the call center instead of delivering better customer outcomes? Much of this thinking comes from entrenched systems and processes.
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.
Kayako
JULY 14, 2016
Finding and building a customer support team can be daunting. Many customer support managers and directors are busy supervising or providing customer support themselves, making it hard to find the time (and it does take a lot of time) to recruit. The way companies find and hire new talent has changed dramatically. Many customer support managers can’t wait months for their Human Resources departments to sift through applicants’ resumes, call references, and report their findings.
Customer Bliss
JULY 14, 2016
Short post this week as I’m in the middle of moving, but I wanted to take a few seconds and discuss leadership accountability as relates to customer experience. In the writings and speeches I’ve done, I commonly refer to this as “one-company leadership.” That’s where you need to get to as an organization. The entire company, beginning with the senior leadership team, needs to be on the same page with regard to what the customer experience is — and why it’
InMoment XI
JULY 11, 2016
“Gotta catch ‘em all” is the challenge Nintendo customers have in the new augmented reality gaming experience, Pokémon GO. Everywhere you look there are hubs of gamers with phones in front of their faces, collecting Pokémon. Pokémon GO is not only changing the way that customers interact with Nintendo as a company, but the way. View Article.
Who's Your Gladys?
JULY 14, 2016
Ready to strengthen your competitive advantage through customer service? Watch the video below (and share it with your team.) Terry Brock, CSP, CPAE asked us to reveal customer service success secrets from our bestselling book, Taming Gladys! The Busy Leader’s Guide to Creating Fierce Customer. The post Customer Service: The Competitive Advantage [Video] appeared first on Who's Your Gladys?
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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
JULY 12, 2016
A comprehensive Workforce Optimization (WFO) solution is no longer a luxury. It is a necessity that gives the contact center the flexibility, agility, and power required to optimize agent performance while responding to customer needs quickly and effectively. The key to unlocking this power is the insight provided by data analytics. There are three primary points to cover when selling the value of data insights to the C-suite: Outline the functionality and benefits of using analytics.
Beyond Philosophy
JULY 11, 2016
In case you missed it, the world has gone online! If you haven’t gone online with your Customer Experience, too, it’s time. To be honest, if you haven’t begun, you’re late. The digital transformation of your present Customer Experience is long overdue. Consider this graph of which devices customers use at home: Nearly everyone has a computer or smartphone, and close to three quarters have a tablet.
InMoment XI
JULY 11, 2016
“Gotta catch ‘em all” is the challenge Nintendo customers have in the new augmented reality gaming experience, Pokémon GO. Everywhere you look there are hubs of gamers with phones in front of their faces, collecting Pokémon. Pokémon GO is not only changing the way that customers interact with Nintendo as a company, but the way.
CX Journey
JULY 12, 2016
Image courtesy of kreg.steppe What are your company's desired business outcomes? How did you determine what they would be? First, what are outcomes? They're basically the result - or the consequence - of something, of doing something. In our case, outcomes are the result of putting forth all of this effort to improve the customer experience. Forrester says outcomes are: an achieved end state that can be verified through measurable results tied to a funded top-level initiative defined through the
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NICE inContact
JULY 13, 2016
Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. But finding a solution that will support your unique position, and determining the best approach to delivery, can be a daunting task. Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan. inContact was recognized for this award for “offering superior products and services that deliver a clear, demonstrable ROI.
Beyond Philosophy
JULY 13, 2016
What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. Whilst they each have their unique challenges, their insight on Customer Experience shows us the common obstacles that all of us face when tackling such an important facet of our business.
Michel Falcon Experience
JULY 9, 2016
While in my early 20’s I got a job as a customer service agent working within a call centre. I didn’t grow up aspiring to be a call centre agent but I recognized that it would be a springboard to other career opportunities (if I applied myself). In this video I share how I was able to get promoted four times in just under six years. I also share ways that I continuously improved my customer service skills as an employee which has led to a fulfilling career.
CX Journey
JULY 14, 2016
Image courtesy of Mr. Attacki Today I'm pleased to share part one of a two-part guest post by Paul Laughlin. I often write about topics like better target marketing or marketing effectiveness measurement. So it seems like a natural next step to cover how to ensure you develop the right stuff to market in the first place. Do you know how to generate insights to do this?
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.
Win the Customer
JULY 13, 2016
Marks & Spenser, the U.K.’s largest chain store, has decided to stop playing music in its stores following feedback from customers, the retailer announced at the end of May 2016. For the past 10 years, M&S had been playing piped music in its 852 stores, following the example of many other retailers. Complaints from customers and anti-noise groups, coupled with extensive research, prompted the policy change.
Wired and Dangerous
JULY 11, 2016
You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning , described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. The book has sold over 10 million copies. Camp survivors did not let their cruel guards determine their attitude toward life.
ShepHyken
JULY 13, 2016
Customer Experience. We had a reservation Friday night at a restaurant for 7:30. We arrived on time, if not a few minutes early. There were two tables that were available, right in the middle of the restaurant. However, the hostess was looking in other parts of the restaurant. I pointed at one of the open tables and asked if we could sit there. She said, “No.
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