Customer Bliss
FEBRUARY 23, 2016
There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves. But how does someone become a head of customer experience?
InMoment XI
FEBRUARY 24, 2016
Hey CX, What Do You Want to BE When You Grow Up? I’m guessing most readers of this post are well past their formative years. But I can still remember daydreaming as teenager about what I would do with my professional life. I never would have guessed that I’d end up working at IBM for. View Article.
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Steve DiGioia
FEBRUARY 22, 2016
there IS a difference? This original article was written by Steve DiGioia. How do you treat the people that enter your place of business? What do you hope to gain from them? Are you more interested in providing value or to just fatten your wallet? Do you treat them as a $$$ sign or just a one-shot deal? Do you treat them as a burden because you will need to deal with their questions?
Experience Matters
FEBRUARY 22, 2016
Temkin Group’s research shows that companies evolve through six stages of CX maturity, but the higher levels of maturity take a significant jump in focus and commitment. What does that path look like? Take a look at this infographic. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster […].
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Customer Bliss
FEBRUARY 22, 2016
We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. Because the C-Suite as a whole tends to make dozens (if not hundreds) of decisions in a given week, having an understanding on what specific decision-making styles make for leaders with a stronger customer focus is going to be helpful as you grow your ow
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Steve DiGioia
FEBRUARY 25, 2016
one that is still remembered years later. This original article was written by Steve DiGioia. For me it happened about 4 years ago when I got a few days off and took my family to Hershey Park in Pennsylvania. We haven’t been there since my kids were little and now it’s time for THEM to drag ME on to the roller coasters. I’m dating myself since these new-fangled rides are no longer called “roller coasters.” They’re more like “roller flips-you around-unti
Experience Investigators by 360Connext
FEBRUARY 25, 2016
If your customers think you deliver an “average” service experience, there is NO shortcut to getting them to become emotionally engaged, loyal, zealots of your brand. Don’t get me wrong. A well-designed service improvement initiative MIGHT result in a temporary spike in satisfaction scores but won’t produce sustained traffic or protracted revenue increases.
Experience Matters
FEBRUARY 24, 2016
I’m happy to announce the kick-off of our #IntensifyEmotion campaign. It’s part of our celebration of 2016 as “The Year of Emotion.” Visit our Intensify Emotion™ page for valuable resources, and to learn how you can participate in our $1,000 challenge (and potentially win an Amazon gift card).Filed under: Customer experience.
InMoment XI
FEBRUARY 24, 2016
Hey CX, What Do You Want to BE When You Grow Up? I’m guessing most readers of this post are well past their formative years. But I can still remember daydreaming as teenager about what I would do with my professional life. I never would have guessed that I’d end up working at IBM for.
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BlueOcean
FEBRUARY 24, 2016
One of our most popular blog posts focuses on which contact center predictions from the past few years have come true in the world of outsourced customer service. In this post, we thought we’d take a look into the metaphorical crystal ball ourselves and try to identify some major shifts coming our way over the next five years by posing three intriguing questions about contact centers and the future of customer service trends.
NICE inContact
FEBRUARY 23, 2016
We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Each year Customer Magazine identifies outstanding achievements within the call center/CRM industry and awards the most innovative customer experience technology solutions. Launched in September 2015, MAX is a dynamic and context-sensitive interface which improves the agent experience with streamlined handling of contact center interactions, across all chan
Experience Matters
FEBRUARY 23, 2016
We just published a Temkin Group report, State of the CX Profession, 2016. This is the fifth year that we’ve examined the roles of CX professionals and the third year that we’ve done a compensation study. Here’s the executive summary: To better understand the mindset and roles of CX professionals today, we surveyed 208 CX professionals and then compared […].
Customer Bliss
FEBRUARY 25, 2016
Honoring “Customers as Assets” connects volume and value to customer experience ROI and growth. Your goal as CCO is to unite the leadership team in delivering one-company customer experiences and connecting the delivery to business growth. This will require the removal of survey score addiction and a shift in leadership thinking. The pivotal leadership shift occurs when you simplify the “why” behind this work so that leadership can stand behind it and communicate as their own.
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.
Storyminers
FEBRUARY 23, 2016
If you’re an experience designer (or want to become one), one of the most important tools you can develop for your work is empathy for others. Empathy creates more value for customers than knowing statistical analysis programs and is often more helpful in design than having NetPromoter® scores. Caring about others simply makes you a […]. The post Back To Basics – On Empathy appeared first on Mike Wittenstein.
CX Journey
FEBRUARY 23, 2016
Image courtesy of Thomson Data LLC Are you a B2B company struggling with customer experience challenges? When I go to customer experience conferences, B2B companies are under-represented, both in attendees and speakers. When clients look for benchmark data, B2B reports are few and far between. Those are just a few examples of why I wanted to revisit a question I posed in a post I wrote two years ago: If you work for a B2B company, is customer experience still an important focus?
C3Centricity
FEBRUARY 23, 2016
A longer post than usual this week, but one that will make you smile, if not laugh out loud! It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver true customer service. I can’t understand why any organisation would still have trouble offering [.]. The post The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service appeared first on C3Centricity.
Help.com
FEBRUARY 24, 2016
At Help.com, we’re working on building customer service software that will help you enhance your customer experience. How we’re doing that is where it gets exciting. Our engineers are leveraging new and old technology in really exciting ways, and as we kick 2016 into high gear, it’s been exciting to see progress.
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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?
Storyminers
FEBRUARY 23, 2016
If you’re an experience designer (or want to become one), one of the most important tools you can develop for your work is empathy for others. Empathy creates more value for customers than knowing statistical analysis programs and is often more helpful in design than having NetPromoter® scores. Caring about others simply makes you a better designer—not to mention a better person.
Calabrio
FEBRUARY 24, 2016
Last month, Adobe Marketing VP, John Travis, shared insights from Adobe’s 2016 Digital Trends report, including which opportunities businesses are most excited about this year. The number one response? Customer Experience. “In 2014, it emerged as a top priority for marketers. In 2015, it gained momentum. Now, in 2016, it’s so important, it pulls other priorities into its orbit,” explained Travis, drawing parallel between customer experience and the sun.
Beyond Philosophy
FEBRUARY 24, 2016
Changing your culture is never an easy task. Your culture is the way it is because of the way the organization is. So if you are trying to change it, you are going to have challenges—especially if you forget these three essential steps. Incenting the behavior you want to see. Considering the Employee Experience. Remembering your people need your support.
Customers That Stick
FEBRUARY 25, 2016
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Wired and Dangerous
FEBRUARY 22, 2016
Customers today are Vain — expecting treatment that telegraphs they are special and unique, not just one of the masses. This customer narcissism has been forged both through the pampering provided by service providers as well as their new-found muscle to get their way in the marketplace. Consider this in terms of the concept of a Leader Board… The traditional use of a leader board is a large billboard showing the scores, in descending order, of the players in a golf tournament.
OpinionLab
FEBRUARY 25, 2016
Whenever you embark on a website redesign project, you probably have an idealistic idea in your head of creating a site that looks and works great and drives vast surges in user engagement, conversions and sales. But anyone who’s been involved in such an undertaking will know you have to overcome a number of obstacles before you achieve this objective, if you ever do.
Beyond Philosophy
FEBRUARY 22, 2016
The internet puts a world of knowledge at our fingertips. So it might surprise you to learn that we actually think we know less if we have access to answers online. At least, that’s the finding of a new study. The study divided participants into two groups, one with internet access and one without, and then asked them a series of 100 questions, like “What is the capital of France?
Help.com
FEBRUARY 21, 2016
With great power comes great…wait that’s not it. With a world-class brand - comes great expectation.
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.
Provide Support
FEBRUARY 24, 2016
10 Do’s and Don’ts of Excellent Customer Service. These days, the phrases “go above and beyond for the best customer service experience”, “the customer is always right” and “the customer is king” have become one of the most cliched and repeated in marketing. Business owners, marketing directors and managers across-the-board keep on being focused on delivering over-the-top customer service experience.
Experience Matters
FEBRUARY 22, 2016
Filed under: Customer experience.
Beyond Philosophy
FEBRUARY 25, 2016
As many marketing and public relations consultants, academics, economists, and business writers have observed, today we’re living in a reputation economy, where trust and customer experience – even more than product or service features – are coin of the realm, as real as legal tender. Trust is core to reputation; and customer trust can build or demolish organizations.
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