QuestionPro Audience

MARCH 13, 2017

Numerous industry reports have consistently shown that, in comparison to other research methodologies, online research remains the dominant methodology of choice for research practitioners. With nearly 90% of the US population online, followed by 76% in Europe, it’s no surprise why online data collection remains king. When it comes to eCommerce, online sales are projected to reach $523 billion in the next 5 years, up by 56% from the previous year.

Survey 255

Survey Data How To Ecommerce 255

Experience Matters

MARCH 16, 2017

Any regular reader of this blog likely knows that emotion is a key topic for Temkin Group. We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends. As part of our push to drive more detailed discussions about emotion, we examined the emotions that consumers feel after specific interactions. It turns out that […].

Interaction 240

Interaction Loyalty Trends Groups 240

InMoment XI

MARCH 16, 2017

I will never forget it. This prospective customer was so excited to show it to me. He had hired a graphic artist to take the journey map they had created and turn it into this beautiful rendering that he had framed and hung on the wall. I had to agree, it was stunning. The stages, View Article.

Customer Journeys 200

Customer Journeys Customers 200

Michelli Experience

MARCH 15, 2017

I’ll admit it I am fascinated by water. Not just any water…A very special water – the kind you find in a bottle. In fact, I think many great business lessons can be found in the world of bottled water. My water fascination dates back to at least 2011 when I wrote the following…. “…bottled water is truly a phenomenon of our time. When I was a kid, water didn’t come in bottles, occasionally I was even reduced to drinking it straight from a garden hose.

Trends 230

Trends Brands Sales Course 230

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.

Data

Customer Bliss

MARCH 14, 2017

Episode Overview. Diane has an interesting background for a CCO — she actually began as a technical writer. One of the more interesting aspects of this discussion is about the skill development necessary to grow into a customer-facing role — and how that professional journey can really start from anywhere. About Diane. Diane has been working since the early 1980s, serving in a number of transformative customer experience roles.

Chief Customer Officer 219

Chief Customer Officer Sales Customers Measurement 219

InMoment XI

MARCH 16, 2017

I will never forget it. This prospective customer was so excited to show it to me. He had hired a graphic artist to take the journey map they had created and turn it into this beautiful rendering that he had framed and hung on the wall. I had to agree, it was stunning.

Customer Journeys 200

Customer Journeys Customers 200

Alida

MARCH 13, 2017

Five years ago, Snapchat disrupted social media with its carefree, ephemeral media and augmented reality features. Fickle young users, myself included, came from Instagram in search of something more disposable, fun and interactive. At a time when social networks seemed overrun by ads and news stories, Snapchat offered a momentary escape. It was a refreshing way to share some of life’s sillier or less photogenic moments.

How To 0

How To Innovation Social Media Consumers 0

Customer Bliss

MARCH 16, 2017

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 own business.

Customer Focused 188

Customer Focused Social Media Leadership Customers 188

AskNicely

MARCH 16, 2017

Because happy customers really are your best marketing tool. Gathering customer feedback in real-time enables a business to be faster and more agile in the way they grow and adapt. Unfortunately for many businesses, the very technology that makes the collection of customer feedback possible is also what makes it hard to act in real time. Customer feedback often ends up being collected sporadically and once you’ve got it, it’s often too late to react.

NPS 150

NPS Survey Net Promoter Score Course 150

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Customers

InMoment XI

MARCH 14, 2017

One thing we hear over and over again is the power of customer feedback captured in video. When a customer speaks about their experience in their own words, you can’t beat it. It really brings to life what your customer sounds like, looks like, and conveys the emotion in a powerful way. Yes, customer written. View Article.

Video 200

Video Feedback Customer Experience Customers 200

ijgolding

MARCH 13, 2017

Last week I was afforded the undeniable pleasure of spending two whole days with Diane Magers, CEO of the Customer Experience Professionals Association (CXPA). A career Customer Experience (CX) Professional, Diane recently spent three years with responsibility for the ‘Office of the Customer and Customer Experience Strategy’ at telco giant, AT&T.

Customer Experience Professionals 164

Customer Experience Professionals Customer Experience Customers Customer Centricity 164

Uniphore

MARCH 17, 2017

Jacada is dramatically improving the experience of customer service at contact centers around the world. By providing the option to pivot an inbound call to a digital session, customers are able to bypass long hold times and effectively self-service their inquiry. This digital session is launched in-context, when required, and all without the need to download a mobile app.

Self Service 173

Self Service Engagement Contact Center Customer Service 173

Vonage

MARCH 16, 2017

Today’s new buzz words in the world of customer service are “customer engagement” and “ customer centric”. The concepts are very valid and important to create a relationship with the customer. But as I read the articles I can’t help but think these are just new phrases for the same old stuff that has been around forever. It is all a reminder that we are in business for one reason – to service and sell the customer.

Customer Service 149

Customer Service Customer Centricity Airlines Exceptional Customer Service 149

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Communication

InMoment XI

MARCH 14, 2017

One thing we hear over and over again is the power of customer feedback captured in video. When a customer speaks about their experience in their own words, you can’t beat it. It really brings to life what your customer sounds like, looks like, and conveys the emotion in a powerful way. Yes, customer written.

Video 200

Video Feedback Customer Experience Customers 200

Experience Investigators by 360Connext

MARCH 13, 2017

It’s been an eventful few days during my latest pilgrimage to the South By Southwest (SXSW) Interactive Festival in Austin, Texas. Yes, I’ve had my share of good barbecue, live music and a few margaritas. Copyright 2017 · 360Connext. But I’ve also been soaking in the “next” that is what is shared here. The overwhelming theme this year is about artificial intelligence and using it for good, so here are a few themes that seem to be permeating the zeitgeist. 1.

Consulting 152

Consulting Data Customer Experience Brands 152

Uniphore

MARCH 14, 2017

Why Digital Customer Service Should be a Top Priority. For a long time, companies have realized the importance of customer loyalty. Having a “good name” in business meant that people recommended buying from your company again and again. Read More.

Brands 138

Brands Customer Experience Loyalty Customers 138

Vonage

MARCH 14, 2017

Legendary service. Many organizations use this phrase to describe and promote their service. But how many have really earned the right to claim customer service excellence? If you give good service, that’s not legendary. If you go out of your way for someone, that’s not legendary either. But if you provide service unsurpassed in your field, that can be legendary service.

Customer Service 136

Customer Service Sports Social Media Culture 136

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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 Experience

CX Journey

MARCH 14, 2017

Image courtesy of aliceheiman No customer experience budget? I haven't written a CX Journey™ Musings post lately, but I found a topic that warrants a bit of reflection. I recently read an article on MyCustomer about a study that Ovum and BoldChat conducted in which they found that many companies don't have the necessary budget to improve the customer experience.

Customer Experience Professionals 148

Customer Experience Professionals Innovation Technology Advertising 148

Beyond Philosophy

MARCH 13, 2017

When I was a kid, my teachers labeled me the class clown. I wasn’t one for long winded jokes, but I was always ready with a snappy comeback, a sarcastic comment or a funny observation. My classmates loved my wisecracks, but I have to admit that I spent more time honing my sense of humor than reading my textbooks. As I’ve gotten older, I’ve held onto my wisecracking ways and yet, I’ve been successful in business.

Study 125

Study Meeting Training Customer Experience 125

Uniphore

MARCH 17, 2017

This additional revenue can then be channeled back into agent upskilling. Contact centers, like any business, face a continuously mounting barrage of costs. Whether we are talking wage increases or rising operational costs, the need to improve efficiencies and limit overheads is a problem that simply won’t go away. Read More.

Contact Center 100

Contact Center 100

Kayako

MARCH 14, 2017

Could your company be blamed for a failed essay? Warby Parker had better hope not. My @WarbyParker home try on package is arriving tomorrow and I am so excited I can’t focus on my essay. — Brandon (@TheBrandonPFrye) February 22, 2017. Warby Parker are just one of many brands in the fast-growing vCommerce space who are inciting incredible customer love as a result of their their dogged focus on delivering fantastic customer experiences – and reaping the rewards: their latest funding

Brands 99

Brands Customer Experience Retail e-support 99

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.

Retail

CX Journey

MARCH 16, 2017

Image courtesy of Tax Credits No customer experience budget? No problem! As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I'd compile a few ideas on how to move beyond the "no budget" excuse and make improvements that cost little to nothing. After reading that last post, did you feel like it was all gloom and doom?

Exercises 112

Exercises Culture Policies Employee Experience 112

Beyond Philosophy

MARCH 15, 2017

My first manager had a poster on his wall that said, “There isn’t a lot of traffic on the extra mile,” a tenet of Customer Service. Today, that poster might read, “Why meet customer expectations when you could exceed them?” Exceeding expectations and going the extra mile are still important concepts for front-line employees, but not for the reasons many like to think they are.

Loyalty 121

Loyalty Self Service Average Handle Time Training 121

Uniphore

MARCH 14, 2017

Why Digital Customer Service Should be a Top Priority. For a long time, companies have realized the importance of customer loyalty. Having a “good name” in business meant that people recommended buying from your company again and again. Read More.

Customer Service 0

Customer Service Loyalty Customers Company 0

CustomerGauge

MARCH 15, 2017

The claim to fame of any successful Net Promoter® program is the ability to react quickly to customer feedback. After all, NPS® is about more than just the score, it’s about what you do with it (i.e., actionable data). However, it isn’t often discussed what exactly qualifies as a good “closed-loop” process, which can often […].

NPS 92

NPS Feedback Data Customers 92

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Tips

Joe Rawlinson

MARCH 15, 2017

As a business owner, you probably know well enough that, when it comes to a knack for customer service, employees either have it or they don’t. Some people are seemingly born with the skill for knowing how to take outstanding care of customers, while others just can’t quite grasp how to do it properly. Having said that, even the best CSR team needs proper training to be as successful as possible, and attract and retain customers.

Training 92

Training Customer Service Customer Service Representative Tips 92

ShepHyken

MARCH 15, 2017

Every day I get an email from RetailWire.com, a daily publication that is read by thousands of people in the retail industry. It’s the number one forum for discussions about hundreds of important issues in the industry. Now, before we go further, even though RetailWire.com focuses on the retail industry, what I’m about to share is relevant to every business in every industry.

Retail 93

Retail Video Industry Banking 93

ReviewTrackers

MARCH 17, 2017

South by Southwest (SXSW), the annual conglomerate of film, interactive media, and music festivals in Austin, Texas, continues to amaze its attendees. This year, the ReviewTrackers team once again conquered SXSW. We hung out at events, watched movies in our cozy Airbnb, ate amazing food at Forthright and Moonshine Grill, and fell asleep in a coffee house after hosting three events in 24 hours.

Trends 79

Trends Technology Social Media Healthcare 79