InMoment XI
FEBRUARY 3, 2016
If my answers frighten you, then you should cease asking scary questions. – Jules Winnfield 74.8. That was the baseline measure of the National American Customer Satisfaction Index at its inception in quarter 3 of 1994. In the same quarter of 2015 it was 73.8. That’s more than 20 years with no improvement in customer satisfaction. .
Steve DiGioia
FEBRUARY 2, 2016
you won't be successful without them. This original article was written by Steve DiGioia. The world of business is fraught with a myriad of theories, quotes and snippets of information all designed to help wide-eyed junior entrepreneurs become successful. Then there are the wise sages who are paid handsomely to bestow others with their experience and long-held beliefs.
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Experience Matters
FEBRUARY 4, 2016
Every year, Temkin Group publishes a lot of leading-edge customer experience research. In case you missed some of it, we decided to create this infographic with 15 of the top data factoids from across many of our reports: You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (18″ x 24″): poster […].
GetFeedback
FEBRUARY 2, 2016
Learn the five most common use cases for online surveys, and how your business can use them to gather valuable feedback to improve and be successful.
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 1, 2016
In both marriage and CX, it is the little things that make a big difference. A commonly known figure for the past couple of decades is that nearly 50% of all marriages will end in divorce. A sad statistic for sure, but the main causes for this, as noted in numerous articles and studies include.
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
FEBRUARY 1, 2016
Employee engagement is a key driver in delivering great customer experiences. Without a dedicated and engaged workforce, customer complaints increase, loyalty decreases, and the company is less successful. And while it’s of course critically important to keep employees engaged and enthused about their work, it starts with who they are. Toxic people come in many forms, […].
ijgolding
FEBRUARY 4, 2016
How do you become a Customer Experience Professional? I cannot imagine that there are young children all over the world who wake up dreaming of becoming one!! I personally wanted to be a police officer when I was a little boy – my life did not quite work out like that! I think it is fascinating to understand how people end up doing something like CX…… and so I am absolutely delighted to share with you one professionals story in this post.
InMoment XI
FEBRUARY 4, 2016
If you’re ready to take text analytics to the next level, join us for this in-depth discussion on the advanced analytics services that can turn the abyss of unstructured data from a monster into a muse. But be sure to bring a rain jacket…It could get rough! Watch the taming of the Insight Kraken By.
Michelli Experience
FEBRUARY 2, 2016
There’s accountability and there’s ACCOUNTABILITY. Try this one on for size…. Would you be willing to be held to a standard (which I refer to as the “tremble effect”) when it comes to the quality and consistency of experiences you and your team provide to your customers? The “tremble effect” seems an apt description of something that a former AT & T Chariman C.
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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.
Vonage
FEBRUARY 4, 2016
Culture is reflected in how people behave. It is a given if you want to change your culture, you must change behaviors. Leaders set the example as they demonstrate it’s about everyone’s behavior. Leadership has to be focused on the strategies that will have a lasting impact on the customer-focused culture. Here are strategies that need to be on your agenda.
Experience Matters
FEBRUARY 1, 2016
Temkin Group just published a data snapshot, Customer Experience Expectations and Plans for 2016. This annual research effort shows an increase in focus, effort, and spending on customer experience in 2016. Here’s a description of the data snapshot: In December 2015, Temkin Group surveyed 160 respondents, each from a company with $500 million or more […].
InMoment XI
FEBRUARY 4, 2016
If you’re ready to take text analytics to the next level, join us for this in-depth discussion on the advanced analytics services that can turn the abyss of unstructured data from a monster into a muse. But be sure to bring a rain jacket…It could get rough! Watch the taming of the Insight Kraken By. View Article.
Customer Bliss
FEBRUARY 4, 2016
Your apology is your humanity litmus test. It is unavoidable that at some point, your business will suffer a failure that disappoints customers. How your company reacts, explains, removes the pain, and takes accountability for actions signals how you think about customers, and the collective heart of your organization. Grace and wisdom guide decisions of beloved companies toward accepting responsibility and resolving the situation when the chips are down—not accusations and skirting accountabili
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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.
Vonage
FEBRUARY 2, 2016
What is it that makes great companies great? Is it the product? The short answer would be no. A company can offer a product that is truly amazing, even something so innovative that it changes lives, but that doesn’t make the company behind it great. However, when you add customer service to the mix, then you’re on to something. Great companies are customer-centric.
Experience Investigators by 360Connext
FEBRUARY 3, 2016
Managing time and workload will be the biggest challenge that customer support professionals face in 2016. With the rise of multichannel support, there’s a risk that support professionals will burn out if they don’t take steps to manage their workload more effectively. A new study by Kayako looked into the state of the customer support […].
InMoment XI
FEBRUARY 4, 2016
If you’re ready to take text analytics to the next level, join us for this in-depth discussion on the advanced analytics services that can turn the abyss of unstructured data from a monster into a muse. But be sure to bring a rain jacket…It could get rough! Watch the taming of the Insight Kraken By.
GetFeedback
FEBRUARY 2, 2016
Learn the five most common use cases for online surveys, and how your business can use them to gather valuable feedback to improve and be successful.
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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?
Experience Matters
FEBRUARY 3, 2016
Yay! I did it… Yesterday, I completed my goal of tweeting 100 CX Tips in 100 days. If you don’t have time to read though all of the individual pieces of advice, here’s a word cloud from all 100 tips: The bottom line: CX is built with customers, employees, and brand promisesFiled under: Customer experience.
ijgolding
FEBRUARY 3, 2016
This article was originally written for my exclusive column on mycustomer.com – a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. You can find the original article here. I want to start my inaugural exclusive column for MyCustomer by stating how very proud I am to call myself a customer experience professional!
InMoment XI
FEBRUARY 4, 2016
If you’re ready to take text analytics to the next level, join us for this in-depth discussion on the advanced analytics services that can turn the abyss of unstructured data from a monster into a muse. But be sure to bring a rain jacket…It could get rough! Watch the taming of the Insight Kraken By.
Kayako
FEBRUARY 4, 2016
No business wants to lose customers. But before throwing more money at the marketing and sales departments, have you ever looked at why some customers churn? Even with excellent onboarding techniques and being there to help the customer settle in, it can be a little baffling why customers still leave you. Generally, businesses are more interested in what’s coming in at the top of the funnel.
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.
BlueOcean
FEBRUARY 1, 2016
Making the business case for outsourcing customer service to a contact center partner can be relatively straightforward when C-Suite decision-makers are weighing in-house versus outsourced options. But making the business case for using a call center partner to support your inside sales team can be tough. If your organization is leveraging a contact center team for customer service but not sales support, take two and a half minutes to watch our video case study about how our experienced outbound
Storyminers
FEBRUARY 2, 2016
Last week’s post predicted that customers won’t stand for technology that constantly sells to them. It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. Chick-fil-A [private], now America’s favorite chain restaurant, is proof. The Cathy family have been building their brand based on service (they […].
InMoment XI
FEBRUARY 3, 2016
If my answers frighten you, then you should cease asking scary questions. – Jules Winnfield 74.8. That was the baseline measure of the National American Customer Satisfaction Index at its inception in quarter 3 of 1994. In the same quarter of 2015 it was 73.8. That’s more than 20 years with no improvement in customer satisfaction. .
Customer Bliss
FEBRUARY 2, 2016
Your company’s CX work will be successful when you take a stair-stepped approach to gaining leadership clarity and commitment to the framework. What you stand for as a company will shift over time as you embed the five competencies. The Chief Customer Officer role will evolve as you progress through the phases of The Customer Experience Maturity Map.
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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,
SuiteCX
FEBRUARY 2, 2016
Consumers Expect Personalized Treatment. 72% are frustrated when they receive generic marketing that doesn’t relate to their interests or past purchases. (Source: 3 Things Marketers Need to Know About Succeeding with Personalization, Autopilot, 2015). 68% have stopped doing business with a brand due to poor customer experience. (Source: 2015 Global State of Multichannel Customer Service Report, Microsoft). 52% believe that more than half of online retailers understand they are the same person ac
Storyminers
FEBRUARY 2, 2016
Last week’s post predicted that customers won’t stand for technology that constantly sells to them. It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. Chick-fil-A [private], now America’s favorite chain restaurant , is proof. The Cathy family have been building their brand based on service (they say hospitality) since 1946.
InMoment XI
FEBRUARY 3, 2016
If my answers frighten you, then you should cease asking scary questions. – Jules Winnfield 74.8. That was the baseline measure of the National American Customer Satisfaction Index at its inception in quarter 3 of 1994. In the same quarter of 2015 it was 73.8. That’s more than 20 years with no improvement in customer satisfaction. .
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