Experience Matters
OCTOBER 31, 2016
We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings. Here is the executive summary […].
Vonage
NOVEMBER 4, 2016
Each week, I send out a Customer Service Tip of the Week email to my subscribers. (Not a subscriber yet? Get it here.). It’s usually a reminder. The idea is to reinforce good customer service skills by starting each week with a specific tip to focus on. Eventually, the tips cycle through and start over again. I’ll occasionally add some new tips to the mix.
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InMoment XI
NOVEMBER 3, 2016
Let’s be honest, taking the time to do an accurate, quality job of mapping your customer’s journey – well, it’s not a “lay-up”. It takes patience, dedication, and time is often not on your side as market offerings change and influence customer perceptions. But as someone who has traversed this terrain for many years, I. View Article.
Steve DiGioia
OCTOBER 31, 2016
This original article was written by Steve DiGioia. Aren’t you tired of hearing customers complain? Tired of low productivity and high payroll costs? Tired of watching your service scores fall month after month? What are you doing about it? Are you a change agent or the king of status quo? A successful business is dependent upon the unwavering ability to identify challenges, evaluate a new course of action and put into effect the processes and procedures to make it happen.
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
NOVEMBER 2, 2016
Let me start by saying that HR execs are missing a big opportunity. In the report Benchmarking HR’s Support of CX and Employee Engagement, we examine what human resources (HR) professionals are doing to support customer experience and employee engagement efforts. How? We surveyed 300 HR professionals from large companies and compared the results to a […].
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
NOVEMBER 3, 2016
Let’s be honest, taking the time to do an accurate, quality job of mapping your customer’s journey – well, it’s not a “lay-up”. It takes patience, dedication, and time is often not on your side as market offerings change and influence customer perceptions. But as someone who has traversed this terrain for many years, I.
Customer Bliss
NOVEMBER 3, 2016
Customer analysis is no doubt an important topic in CX. We’re up into the 20s on episode count for my podcast , but back in Episode 3 I interviewed Scott Dille of Northern Trust. We talked a lot about creating a customer room — they call it a CPX studio — which can be a really valuable tool for customer analysis. I’ve written about this idea of a customer room many times, from this post in November 2015 entitled “Build A Customer Room And Engage The Company”
Experience Matters
OCTOBER 31, 2016
We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings. Here is the executive summary […].
Calabrio
NOVEMBER 1, 2016
Speech analytics is a huge opportunity for brands. If you aren’t at least considering speech analytics for your contact center, you risk missing out on valuable information that can improve the entire customer experience. While many companies know that speech analytics is something they should do, the question we hear most often is: where do I start?
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InMoment XI
NOVEMBER 1, 2016
Recently, I was asked to help a client interview for their newly created Director of Customer Experience (CX) position. They had several strong candidates with many years of experience managing Voice of the Customer (VOC) programs. So, how does one differentiate? Characteristics of a CX Leader As a supplier, we have the opportunity to engage. View Article.
BlueOcean
OCTOBER 31, 2016
We don’t want to ruin your good mood, but humor us for a moment and think back to a time when a company made you angry. Specifically, remember that moment you contacted customer service because of some error, mishap, or malfunction, only to hang up the phone feeling even more irritated. Perhaps you were on hold for too long; maybe you were transferred ten times before getting an answer; or maybe your support agent was unhelpful and insincere.
ijgolding
NOVEMBER 3, 2016
A few months ago we kicked off some research based on the 6 key customer experience elements referred to as the 6 Ps principles. These were discussed in a recent article posted on MyCustomer.com. The 6 Ps qualitative research sets out to determine the extent of the influence on the success, or otherwise of Customer Experience on business and to discuss the challenges and impact customer experience practitioners are having within their business and industry.
Storyminers
NOVEMBER 2, 2016
Sometimes, making customer experiences better can also make the world better. Here’s how one leading brand is trying. The subject line of an email this morning said “Discrimination and Belonging: What it Means to You” I thought it was a political headline designed to sway my vote given the headline-grabbing nature of this year’s presidential race.
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InMoment XI
NOVEMBER 1, 2016
Recently, I was asked to help a client interview for their newly created Director of Customer Experience (CX) position. They had several strong candidates with many years of experience managing Voice of the Customer (VOC) programs. So, how does one differentiate? Characteristics of a CX Leader As a supplier, we have the opportunity to engage.
Experience Matters
NOVEMBER 2, 2016
Let me start by saying that HR execs are missing a big opportunity. In the report Benchmarking HR’s Support of CX and Employee Engagement, we examine what human resources (HR) professionals are doing to support customer experience and employee engagement efforts. How? We surveyed 300 HR professionals from large companies and compared the results to a […].
Kayako
NOVEMBER 1, 2016
This is a guest post by friend of Kayako, Alice Clark. Aside from building an excellent product, companies should also focus on outstanding customer support. Research has shown that around $83 billion is lost by businesses every year just because of poor customer service. This indicates that you cannot afford to neglect this part of business. It’s ineffective to follow strategies to upgrade customer support while bad customer service is causing you to leak business.
Storyminers
NOVEMBER 2, 2016
Sometimes, making customer experiences better can also make the world better. Here’s how one leading brand is trying. The subject line of an email this morning said “Discrimination and Belonging: What it Means to You” I thought it was a political headline designed to sway my vote given the headline-grabbing nature of this year’s presidential race.
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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?
Beyond Philosophy
NOVEMBER 2, 2016
Have you ever spent a night at a hotel, on business, and been charged a “resort fee” even though you never had time to take advantage of the pool, the spa or any of the other “amenities?”. I have, and I wasn’t happy about it. Nor was I pleased when I was charged to park in a sprawling suburban parking lot, or when I saw the $5 price tag on the bottled water in my room.
Wired and Dangerous
OCTOBER 31, 2016
Today’s customer is very different from customers of the past. Customers today are Picky –more cautious in their choices. Made smarter by the internet, they are empowered and emboldened to accept nothing short of value. It has made them Fickle —quicker to leave if unhappy. Forty four percent of customers stop doing business immediately after a less than satisfactory experience and another 15% exit as soon as their contract is up!
Customer Bliss
NOVEMBER 1, 2016
Episode Overview. Brenda Wensil is the Chief Customer Officer at the Department of Education Federal Student Aid Office. In her role, she is constantly striving to help the 40 million students paying their student loans — as well as the 22 million students who are applying. . Funding your education is obviously a very important aspect of many people’s lives (it’s central to the idea of “The American Dream,” for example), so Brenda’s work has a near-constant
Comm100
NOVEMBER 3, 2016
“Opportunities are like sunrises. If you wait too long, you miss them.” – William Arthur Ward. You’ve probably noticed that customers hate waiting, whether it’s in person, online or on the phone. This frustration can actually do real damage to your bottom line: according to a study conducted in the U.K. , 41% of shoppers have abandoned a purchase due to long wait times, and 86% avoid shops if they perceive the queue to be too long.
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.
Beyond Philosophy
OCTOBER 31, 2016
Like millions of Wells Fargo customers, Lorraine and I have checked to see if we had any accounts opened with the bank without our consent. Like millions of Wells Fargo customers, we don’t trust them because they lied. In today’s context, their Code of Ethics sounds absurd: Wells Fargo’s reputation as ‘one of the world’s great companies for integrity and principled performance’ sounds laughable in light of the scandal where employees opened millions of fraudulent customer accounts to hit product
ShepHyken
NOVEMBER 4, 2016
This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. The millennial consumer must be understood in order to deliver an Amazing customer service experience. – Shep Hyken . Don’t you think your innovative business idea is on the verge of losing its charm?
Customers That Stick
OCTOBER 31, 2016
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Horizon CX
NOVEMBER 2, 2016
On the cover of the November 2016 issue of Harvard Business Review. (HBR) in pink uppercase lettering is the headline “ WHAT KEEPS CEOs UP AT. NIGHT. ” Just below that are the. words “Brand building, executive pay, and managing Millennials—for. starters.” My finely attuned CX. radar kicks in here and I notice that the word “customer” is missing. Not. surprisingly though, upon reading the article, I see that executive pay is. among the top concerns of CEOs.
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Heart of the Customer
OCTOBER 31, 2016
At CXPA events I often run across new attendees with a familiar story. They’re obsessed with customers, and they want to transform their companies to be more customer-focused. They desperately want to change their companies! But they’re not in a customer experience (CX) role. How, they ask, can they change their company if their company […]. The post Creating Radical CX Change, the Quiet Way appeared first on Heart of the Customer.
ShepHyken
OCTOBER 31, 2016
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 13 Haunting Customer Service Statistics by Tricia Morris. (Microsoft) Here are 13 haunting (and daunting) customer service statistics that are keeping brands, and especially CSRs, up at night.
OpinionLab
NOVEMBER 1, 2016
I was fortunate to attend the recent Forrester CXSF show in San Francisco. As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. Mobile as a de facto customer engagement channel has been a theme for years, but what struck me from the CXSF was its acceleration in terms of interaction volume, sophistication and opportunity to monetize.
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