InMoment XI
JULY 20, 2016
I knew the unexpected was possible, as a researcher and a realist. But I also knew the odds were in my favor, as someone who relies heavily on statistics and trusts data over anecdotes. “Your second comes earlier,” everyone said. “It’ll be fine. I really want to get this training under my belt before taking.
Steve DiGioia
JULY 18, 2016
your apologies only go so far This original article was written by Steve DiGioia. While driving home late one night from work I stopped into a Wendy’s Restaurant for a quick meal. I hand over my credit card for payment; it’s denied. What, how can that be? A few minutes later my wife calls me to say that she just got a call from the credit card company, the bank, saying they want to speak to me about the card.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Vonage
JULY 22, 2016
We all have our limits. Work takes a toll on us physically and mentally, and if pushed too far, we inevitably burnout. Even in the most positive settings, we only have so much we can give to our work week. And for many of us working in the world of contact centers, we give a lot. Luckily, companies are starting to notice employee workloads and other factors that lead to churn or efficiency collapse.
Alida
JULY 19, 2016
It’s impossible to overstate the urgency for businesses to understand Millennials, the generation born between 1980 and 1995. In the U.S. alone, Millennials number 80 million, and control over $600 billion in annual spending. Also known as Gen Y, this cohort already has enormous impact on society and the economy. In a new comprehensive report, Vision Critical, in partnership with the insights consultancy Maru VCR&C, set out to uncover truths and bust myths about this elusive generation.
Advertisement
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.
InMoment XI
JULY 22, 2016
Telecom Dream Becomes Nightmare, But Has Happy Ending Recently, I needed to have a hard-wired Internet line installed at my house to be better able to work remotely. We already had service with this Internet Service Provider (ISP) but my wife had been involved with the original installation of the service. This time around, it.
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 21, 2016
One of the most rewarding parts of being a Customer Experience Investigator™ is when a client and I gather people from all departments of their organization to map the customer touchpoints. We call these CXI® Touchpoint Discovery Workshops because they are not only about the actual touchpoint mapping, but about seeing the customer journey from a […].
Vonage
JULY 19, 2016
You can tell a lot about a company and its commitment to customers in the words employees use. Open your ears and you will find it’s easier to measure customer service levels than you might think. I enjoy high-end music systems in my home and office. One day I called the dealer to order extra CD cartridges, wanting to pre-load them with different music.
InMoment XI
JULY 21, 2016
Customer loyalty isn’t the same in every industry. The biggest overall differentiators are the length of the customer life cycle, the number and frequency of interactions, and the emotional engagement in every buying event. For example, in the automotive industry, on average, a new car is bought every four years and for some customers, a. View Article.
Kayako
JULY 21, 2016
How many of you have ever had an interview where you were asked a question that set you aback? As if the question stunned you and made you take a moment to analyze and really consider your response? I’ve had so few that I can count them on one hand. That’s not to say that all of the other interviews I’ve had in my life weren’t stellar; just that they didn’t give me the opportunity to truly use the analytical part of my brain that is so important for problem-solving in customer support.
Advertisement
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.
Experience Investigators by 360Connext
JULY 20, 2016
She could've done a better job with Rule # 1 - Don't Be Rude. The post Customer Experience Rule No. 1: Don’t Be Rude! appeared first on Customer Experience Consulting.
Experience Matters
JULY 19, 2016
We just published a Temkin Group report, Five C’s of Mobile VoC Disruption: Best Practices for Embracing the Power of Mobile in Your Voice of the Customer Program. As mobile continues to grow in importance, companies will need to renovate their voice of the customer (VoC) programs. Why? Because mobile is more than just another communications […].
InMoment XI
JULY 21, 2016
Customer loyalty isn’t the same in every industry. The biggest overall differentiators are the length of the customer life cycle, the number and frequency of interactions, and the emotional engagement in every buying event. For example, in the automotive industry, on average, a new car is bought every four years and for some customers, a.
Kayako
JULY 19, 2016
One of the biggest misconceptions is that customers value brief moments of extraordinary delight over quick and easy help. But there is a harsh reality facing customer-centric businesses: any interaction with your support team is 4x more likely to drive customer disloyalty versus actually improving their experience.*. In fact, 67% of customers today prefer, and expect, self-service tools over talking to your team.* They expect quick answers and zero obligation to talk with a human unless absolut
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.
C3Centricity
JULY 17, 2016
One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Observation and listening are powerful but often underutilised tools of the marketer. It is, therefore, disappointing that so many companies run to conduct market research, usually a qualitative study, as a first step [.]. The post Five Rules of Observation and Why it’s Hard to Do Effectively appeared first on C3Centricity.
Customer Bliss
JULY 19, 2016
Thinking about customers as assets is my first customer experience competency. The idea of ‘customers as assets’ moves you towards a simple, non-refutable measure of if you did, or did not, earn the right to customer-driven growth. It’s an unfortunate reality that many companies, despite the rise of CCO and CX work, still are not entirely clear how to value customers.
InMoment XI
JULY 21, 2016
Customer loyalty isn’t the same in every industry. The biggest overall differentiators are the length of the customer life cycle, the number and frequency of interactions and the emotional engagement in every buying event.
Beyond Philosophy
JULY 20, 2016
There’s been a lot of press recently about the decline in the American Middle Class and the rapid increase in the incomes and net worth of people at the very top of the socioeconomic scale. Increasingly, these high income people have lifestyles that don’t involve mingling with everyone else. They segregate themselves in posh gated communities, send their kids to private schools and camps, and join elite social clubs.
Advertisement
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?
C3Centricity
JULY 17, 2016
One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Observation and listening are powerful but often underutilised tools of the marketer. It is, therefore, disappointing that so many companies run to conduct market research, usually a qualitative study, as a first step to improved customer understanding.
Customer Bliss
JULY 21, 2016
United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If not moreso.) I’ve been honored to do 13 episodes of my customer experience podcast so far, and in each episode, I talk with the guest about these ideas.
InMoment XI
JULY 20, 2016
I knew the unexpected was possible, as a researcher and a realist. But I also knew the odds were in my favor, as someone who relies heavily on statistics and trusts data over anecdotes. “Your second comes earlier,” everyone said. “It’ll be fine. I really want to get this training under my belt before taking. View Article.
Beyond Philosophy
JULY 18, 2016
Many of you will have seen this video of a little girl whose parents surprised her with a new doll? The doll is special because it has a prosthetic leg – just like its recipient. It’s hard not to get choked up as you watch her burst into tears as she hugs her new friend for the first time. The girl’s parents posted the video on Facebook and it quickly went viral.
Advertisement
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,
CX Journey
JULY 21, 2016
Image courtesy of podenga Today I'm pleased to share part two of a two-part guest post by Paul Laughlin. For the second part of this two-part series on insight generation for product development, I return to that "brown paper" exercise. You may recall that I’d advised bringing together representatives from across your business to run an interactive workshop.
Customers That Stick
JULY 17, 2016
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
InMoment XI
JULY 20, 2016
I knew the unexpected was possible, as a researcher and a realist. But I also knew the odds were in my favor, as someone who relies heavily on statistics and trusts data over anecdotes. “Your second comes earlier,” everyone said. “It’ll be fine. I really want to get this training under my belt before taking.
Wired and Dangerous
JULY 18, 2016
Four-way stops are exercises in decorum without supervision! Every driver knows the rules about who goes next and who has the right of way should turns be involved. There is no traffic light or police officer to ride herd over the proper behavior. And, at four way stops drivers are more careful and courteous than they might be with yellow traffic lights.
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.
CX Journey
JULY 19, 2016
Image courtesy of (Tie)ler I originally wrote today's post for Intradiem. It appeared on their blog on April 5, 2016. I've made minor updates since then. I recently came across the Japanese terms genchi genbutsu and genba ; they're both key principles of the Toyota Production System , which comprises Toyota's management philosophy and best practices.
ShepHyken
JULY 20, 2016
Business Strategy. Not all hotdogs are the same. I love a good hotdog. Since I was a little boy, I can remember my parents taking me to the ball game and having a delicious hot dog. I also remember some family barbecues where we had those fancy big thick kosher hot dogs. It took a while, but I eventually developed a taste for the fancier hot dogs. Well recently I took a liking to a Chicago style hot dog.
InMoment XI
JULY 18, 2016
No matter how prepared you think you are, when you have a baby, your world flips upside-down. You’ve done it all: read all the books, received advice from everyone and their mother, reflected on the way you were raised, and talked about expectations with your child-raising partner, if you have one. In my case, once. View Article.
Expert insights. Personalized for you.
319 
Let's personalize your content