InMoment XI
FEBRUARY 12, 2016
Ok. take just a minute and think about a product or service that you are engaged with. By engaged I mean… more than loyal… you would buy this product, shop at this store even if it was inconvenient, more expensive, etc. Personally, there is a grocery store chain in Utah that I am engaged with. They know my. View Article.
Experience Matters
FEBRUARY 12, 2016
As part of our ongoing consumer research, we track consumer attitudes across a number of different dimensions. With Valentine’s Day coming up this Sunday, I decided to analyze our Q1 2016 survey of 10,000 U.S. consumers and examine responses to the question: “To what degree do you agree with the statement: I feel loved and appreciated.” In […].
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Steve DiGioia
FEBRUARY 11, 2016
I'm flesh and blood but you're a robot! This original article was written by Steve DiGioia. Too many businesses continue to offer a workplace that leaves no room for the employee’s personality to come through. They’re not robots, you know… They must recite a script written by someone that sits in an office far removed from the customer or by someone that, for years, hasn’t been “on the front lines” with the customers.
ijgolding
FEBRUARY 9, 2016
It is extremely likely that we have all heard the phrase ‘an elephant never forgets’ at some point in our lives. Like many well known sayings, it is also likely that you have never questioned whether or not this is actually true. According to many resources, the saying is pretty accurate – have a read of this: Remarkable recall power, researchers believe, is a big part of how elephants survive.
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.
InMoment XI
FEBRUARY 12, 2016
Ok. take just a minute and think about a product or service that you are engaged with. By engaged I mean… more than loyal… you would buy this product, shop at this store even if it was inconvenient, more expensive, etc. Personally, there is a grocery store chain in Utah that I am engaged with. They know my.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
BlueOcean
FEBRUARY 9, 2016
As experts in forecasting, we know call volume spikes are inevitable and not always predictable. From extreme weather to product recalls, there’s an infinite number of scenarios that will flood your contact center in an instant, resulting in increased average handle times, wait times, and customer frustration. To preserve customer loyalty and sustain healthy CSAT scores, your contact center partner needs to have the right systems and safety nets in place.
Customer Bliss
FEBRUARY 11, 2016
The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Years one through three are the disruption, blocking and tackling years. Employees know how to achieve results within their silo walls. Embedding competencies into the organization will disrupt their deeply rooted silo-based operations, their definitions and metrics for success and organizational habits.
InMoment XI
FEBRUARY 12, 2016
Ok. take just a minute and think about a product or service that you are engaged with. By engaged I mean… more than loyal… you would buy this product, shop at this store even if it was inconvenient, more expensive, etc. Personally, there is a grocery store chain in Utah that I am engaged with. They know my.
Experience Matters
FEBRUARY 8, 2016
It started with punch cards, evolved to a cryptic language with phrases such as “c: DIR and CLS,” moved on to point and click, and then reached touch and pinch. Moving mouses, typing on keyboards, pushing buttons, and touching screens has helped technology become significantly more accessible. But those approaches are still not the ultimate human interface.
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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.
Michelli Experience
FEBRUARY 10, 2016
Maybe it is an occupational hazard, but every time I receive service I make two rather important decisions: Does this company know how to “care for” my presenting need? Does this company “care about” meeting those needs? I carry that evaluation process through every touch point with a brand including if/how they solicit feedback from me about their service delivery.
Who's Your Gladys?
FEBRUARY 9, 2016
Today’s video blog will give you specific ways to guarantee repeat business based on a great new book The Endangered Customer: 8 Steps to Guarantee Repeat Business. It’s written by Richard R. Shapiro, the Founder and President of The Center For Client Retention, a leading authority. The post Gladys Recommends The Endangered Customer appeared first on Who's Your Gladys?
InMoment XI
FEBRUARY 12, 2016
Ok. take just a minute and think about a product or service that you are engaged with. By engaged I mean… more than loyal… you would buy this product, shop at this store even if it was inconvenient, more expensive, etc. Personally, there is a grocery store chain in Utah that I am engaged with. They know my.
Experience Matters
FEBRUARY 10, 2016
We published a Temkin Group report, Benchmarking HR’s Support of CX and Employee Engagement. We surveyed 300 HR professionals from large organizations in North America and compared the results to a similar study we did in 2012. Here’s the executive summary: Employee engagement is a critical component of customer experience (CX). To determine how effectively […].
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Kristina Evey
FEBRUARY 11, 2016
Once it’s in print, it’s ALWAYS in print. Any printed conversations – digital or paper and ink – with or ABOUT a customer live on for eternity. Because of this, we need to be extremely cautious and proactive about what is written to a customer and about the customer. Different topics regarding the length, the way to address your customers, who to include and not include, content of the email or letter, etc are all covered here.
Kerry Bodine
FEBRUARY 10, 2016
Join us for a hands-on customer journey mapping workshop in historic Philadelphia! I’m thrilled to announce our first open enrollment workshop: March 23, 9:00 – 5:00 & networking dinner. March 24, 9:00 – 4:30. Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop the skills and know-how you need to effectively employ journey mapping within your organization.
InMoment XI
FEBRUARY 10, 2016
Click here to see the CXEvolution Infographic Last week I had some business travel that took me to Europe and I learned how small the world can be. I was checking in to my hotel near London Heathrow airport and I heard someone calling my name. It turned out to be my wife’s cousin Jenny, View Article.
Experience Matters
FEBRUARY 6, 2016
Tomorrow is Super Bowl Sunday. While my Patriots aren’t playing, I’m still planning to watch the game, as will many, many more people. I tapped onto our research of 10,000 U.S. consumers to look at the popularity of the NFL. Football is clearly America’s primary sport. Nearly 56% of the US populations likes to watch […].
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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?
Customer Bliss
FEBRUARY 9, 2016
Do you know who is accountable for the delivery of moments of truth? To begin, create accountability for operational metrics by consistently defining the customer experience in stages that characterize the customer relationship with you. It’s likely that if you ask three people in your organization to define the stages of your customer experience, you’ll get three different answers.
Uniphore
FEBRUARY 10, 2016
Ventana Research shows that organizations now support up to 17 channels of interaction with their customers! Get this complimentary Q&A with Richard Snow of Ventana Research as he discusses the challenges organizations are facing with omnichannel engagement and how to overcome them. Read More.
InMoment XI
FEBRUARY 10, 2016
Click here to see the CXEvolution Infographic Last week I had some business travel that took me to Europe and I learned how small the world can be. I was checking in to my hotel near London Heathrow airport and I heard someone calling my name.
Storyminers
FEBRUARY 9, 2016
NRF’s Big Show (image courtesy of www.fierceretail.com) During the second week of January each year, The Jacob K. Javitz Center in New York is home to the National Retail Federation’s annual retail show. It’s called the BIG Show because, well, it’s big. Hundreds of vendors to the retail trade and 30k+ delegates paraded through this […]. The post Here’s A Notion Retailers Must Adopt appeared first on Mike Wittenstein.
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
FEBRUARY 8, 2016
or maybe it does. This original article was written by Steve DiGioia. American Express touts the benefits of being a member. So too does AARP, Costco, most museums and any of the thousands of “membership clubs” whether public or private. But does this give the member free reign to do as he or she pleases? Of course not. But with membership comes a certain expectation of “ statut favori ” or favorite status and the ability to bend the rules to suit one’s needs.
CX Journey
FEBRUARY 11, 2016
Who is the customer experience custodian in your organization? I was recently interviewed by CSS Corp for their CXpert Speak series. The customer experience custodian was just one of the topics we discussed. As you probably know by now, I'm always happy to talk to anyone about customer experience and employee experience. So if you ask for my thoughts on these topics, I'll fill your ears, for sure!
InMoment XI
FEBRUARY 10, 2016
Click here to see the CXEvolution Infographic Last week I had some business travel that took me to Europe and I learned how small the world can be. I was checking in to my hotel near London Heathrow airport and I heard someone calling my name.
Beyond Philosophy
FEBRUARY 10, 2016
When Rafat Ali, CEO and Founder of Skift, went to book a trip one morning, he was prepared. He knew he needed patience and perseverance to book travel online. What he wasn’t prepared for was the hostility he encountered from various travel entities, including Delta and Avis, to name a couple, or as he later calls it: #hateselling. #Hateselling announces there is a problem with your Customer Experience.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Wired and Dangerous
FEBRUARY 8, 2016
Have you noticed that your customers have changed? Their expectations have increased over 33% in the last 12 months! They have raised the bar on how they view customer experience. They are looking for service providers who consistently deliver service experiences that drive loyalty! Service providers focused on delivering GREAT service! The kind of service that takes the customers’ breath away!
CX Journey
FEBRUARY 9, 2016
Image courtesy of CannedTuna Are you using personas to help your organization better understand your customers? I've written several posts - and shared one guest post - about the importance and the purpose of personas as part of your overall customer experience management strategy. Personas are characters or characterizations you create to represent the various types of customers that (might) buy from you or that use your products or services.
InMoment XI
FEBRUARY 10, 2016
Click here to see the CXEvolution Infographic Last week I had some business travel that took me to Europe and I learned how small the world can be. I was checking in to my hotel near London Heathrow airport and I heard someone calling my name.
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