Comm100

OCTOBER 25, 2017

Many of you will be familiar with Google’s autocomplete feature – the suggested phrases which pop up when you start to type in a word or phrase, based on phrases other people have searched for. Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around

Customers 312

Customers Customer Service Ecommerce eBook 312

InMoment XI

OCTOBER 26, 2017

As an organization, Nissan has pride in their brand and in being innovative when it comes to focusing on and driving their customers’ experience. They strive to deliver a superior experience tailored to customer demographics. “The brand demographic is younger and ethnically diverse at Nissan,” said Dan Morrow, Senior Manager, Market Intelligence at Nissan.

Analysis 200

Analysis Sales Innovation Brands 200

Experience Investigators by 360Connext

OCTOBER 26, 2017

For those of us who’ve studied CX for decades, seeing it featured as a “new topic” is a little jarring. It seems every business article now mentions the customer’s journey as if that’s a new revelation. “The journey is just as important as the product!” Wow! (Who knew!?) Now leaders worldwide are resolving to improve CX. Yay! But here’s the thing: Few actually understand what the best CX leaders do with this knowledge.

Net Promoter Score 231

Net Promoter Score Case Study NPS Customer Centricity 231

GetFeedback

OCTOBER 25, 2017

Salesforce Admins play a critical business role, but they often fly below the radar. We asked two MVPs to tell us what makes an Awesome Admin awesome.

195

195

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

Kayako

OCTOBER 25, 2017

Live chat plays a significant role in your support model yet most live chat experiences still end in frustration! That’s because businesses are failing to focus on the right business objectives. The importance of live chat can’t be underestimated. Deliver live chat incorrectly and you will put customers off using your business: . 83% of consumers report they’ve given up on a live chat session due to frustration. 56% of consumers could not recall a positive live chat experience – ever.

User Experience 211

User Experience Consumers Study Wait Times 211

Alida

OCTOBER 26, 2017

“Young people need to be asked what matters, not told what matters.”. – Jeff Martin, CEO and founder of Tribal Brands. The “Me, Me, Me” generation. The digital natives. The Echo Boomers. No matter what you call them, the millennials (or Gen Y), those born between 1980 and 1995, are the biggest age grouping in American history. Now in their prime spending years, this generation is set to reshape economy as we know it, and the $3 trillion health care industry will be no exception.

Industry 188

Industry Insurance Study Hospitality 188

GetFeedback

OCTOBER 25, 2017

Salesforce Admins play a critical business role, but they often fly below the radar. We asked two MVPs to tell us what makes an Awesome Admin awesome.

150

150

Michelli Experience

OCTOBER 24, 2017

“Where Has All The Loyalty Gone? – Long Time Passing”. sung to a Peter, Paul and Mary melody. A long, long time ago (20 years) in a galaxy far, far away (actually main street USA) customers were basically loyal to brands. For example, my father was a “Ford man” and ne’er a new model launch occur without us going to the showroom to kick those tires.

Loyalty 157

Loyalty Consulting Loyalty Programs Groups 157

ReviewTrackers

OCTOBER 25, 2017

This article was written by Kristen Herhold. Kristen is a content writer and marketer at Clutch , a B2B research firm in the heart of Washington, D.C. Connect with her on LinkedIn , or reach out with any questions, comments, or concerns at kristen@clutch.co or 202-840-6690. Social media can serve as a testing ground for businesses, nurture customer relationships and provide brand identity.

Social Media 154

Social Media B2B Advertising Customer relationships 154

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Customers

Alida

OCTOBER 27, 2017

Video killed the radio star, but e-commerce hasn’t killed bricks and mortar retail. Although some traditional retail behemoths such Toys ‘R’ Us and Sears have filed for bankruptcy and are even dying completely with a final breath of liquidation sales, some brands are doubling down on their physical locations by revisiting the in-store experience. Even in the era of Amazon, only about a fifth of U.S. consumers are primarily online shoppers , according the National Retail Federation’s quarterly Co

Retail 154

Retail Examples e-support Entertainment 154

Kayako

OCTOBER 23, 2017

Customer feedback loops suffer from a lack of commitment. Most teams believe that a response to their customer marks the end of a closed-loop feedback system. Departments that could help improve the business end up swimming in an ocean of valuable feedback that isn’t acted upon. That’s because so many departments are involved in the feedback process: Support receive it, marketers ask for it , and product managers solicit it, but few departments are held accountable for making use of feedba

Feedback 136

Feedback Net Promoter Score e-support Metrics 136

Experience Matters

OCTOBER 24, 2017

We published a Temkin Group report, Temkin Loyalty Index, 2017. This is the third year of this study that examines the loyalty of 10,000 U.S. consumers to 329 companies across 20 industries. To determine companies’ Temkin Loyalty Index (TLi), we asked respondents to rate how likely they are to exhibit five loyalty-related behaviors: repurchasing from the company, recommending the company to others, forgiving the company if it makes a mistake, trusting the company, and trying the company’s new of

Loyalty 133

Loyalty Report Groups Study 133

ShepHyken

OCTOBER 25, 2017

I was out to lunch with a colleague at one of our local St. Louis restaurants. Rico was our waiter and was taking great care of us. First came the bread and butter. He then took our drink order. He came back with our drinks and asked if we were ready to order lunch. We were. My friend ordered a Caesar salad with chicken. Rico asked my friend if he wanted the croutons left off the salad.

Tips 146

Tips Customer Service Customer Service Training Customers 146

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Communication

Amity

OCTOBER 26, 2017

Ask anyone in sales or customer support regarding important customer success metrics, and almost always, churn is mentioned. Churn is short for ‘churn rate’ and refers to the percentage rate of customer loss or customer defection. And while this is an indicative customer metrics that we should all monitor, it is incomplete. So, when it comes to important customer success metrics, where should you look?

Metrics 132

Metrics Net Promoter Score Customer Success NPS 132

Kerry Bodine

OCTOBER 22, 2017

If you haven’t noticed, the field of service design has been picking up steam over the past several years—largely in part, in my opinion, to its natural alignment with helping organizations create better customer experiences. The latest evidence that the discipline is on a roll is that right now you can attend not one, not two, but three service design conferences in as many weeks.

Conference 120

Conference Customer Journeys Customer Experience Customers 120

Beyond Philosophy

OCTOBER 23, 2017

When Richard Thaler of the University of Chicago was awarded the Nobel Prize in economic science earlier this month, he said he’d try to spend his $1.1 million prize “as irrationally as possible.”. That gave me a chuckle, because Thaler is a pioneer in studying the role that irrational human nature plays in economic decisions. His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy.

Marketing 130

Marketing Consulting Government Policies 130

Wired and Dangerous

OCTOBER 23, 2017

Puzzles are fun…especially, on a rainy day when there’s no ballgame on television. Puzzles can be a great bonding experience for families. Putting a puzzle together has a lot of similarities with consistently creating a great “5-star” customer experience. Putting a puzzle together begins by looking at the picture on the front of the puzzle box. Great service begins with a clear picture of what the experience should be like consistently across the customer’s entire journey.

Customer Experience 115

Customer Experience Customers Customer Expectations Tools 115

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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

InMoment XI

OCTOBER 24, 2017

“Providing only the ‘information’ via training isn’t the hardest part of changing behavior. When it comes to modifying deeply ingrained behavior, ‘12-step programs’ have a superior track record. They use incentives, celebration, peer pressure, coaching to adopt new habits, negative reinforcement, and role models—things organizations can draw on.” Keith Ferrazzi, Behavioral Change – Culture Change.

Culture 100

Culture Training 100

CX Journey

OCTOBER 25, 2017

Image courtesy of Pixabay When it comes to a customer experience transformation, is there a burning platform in your business? Or is everyone happy with the way things are? No need to change how you do business? How leaders conduct themselves? How your people are treated? I've been writing a bit about complacency in business lately, including my last post from two weeks ago, Complacency or Innovation: You Decide.

Culture 103

Culture Innovation Employee Experience NPS 103

Beyond Philosophy

OCTOBER 25, 2017

As customers, each of us is under the influence all the time. Are we drunk? High? No and no. We are under the influence of our emotions, whether we are aware of it or not. Our irrational reactions to moments in any given experience can influence our behavior, often in ways we aren’t mindful of ourselves. Dr. Ronald Milliman, the retired professor of Marketing at Western Kentucky University, shared an excellent example of this concept in action in a recent Freakonomics podcast rebroadcast.

Study 125

Study Customer Experience Examples Consulting 125

eglobalis

OCTOBER 22, 2017

In the technology industry, specifically within software and hardware usability, design and services, one of the biggest elements that hurts customer experience -- and by that I mean B2B and B2C customers -- is overly-complicated product design. The post The One Element Of Product & Tech Design That Kills Customer Experience appeared first on Eglobalis.

Customer Experience 103

Customer Experience B2C B2B Software 103

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

Customer Bliss

OCTOBER 24, 2017

Episode Overview. Did you know that government agencies are working hard to embed customer experience strategies in their operating plan and mindset? In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation. Meet Anahita, CCO and Certified Lean Six Sigma Green Belt.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

Influitive

OCTOBER 25, 2017

By now, you’ve probably heard the news: the role of the CMO is changing. Gone are the Mad Men-style days when the CMO’s main job was to create flashy ad campaigns. It now requires a range of skills, including: Strategic thinking Organizational alignment to deliver better customer experiences Data-driven decision-making This shift has also changed.

Data 88

Data Customer Experience How To eBook 88

ShepHyken

OCTOBER 27, 2017

This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. He looks at the next generation of texting, known as RCS (Rich Communication Services), which I think will become a very valuable tool. – Shep Hyken. When the topic of customer service comes up, the most common associations aren’t typically positive ones.

Customer Service Strategies 83

Customer Service Strategies Strategy Customer Service Hotels 83

Heart of the Customer

OCTOBER 25, 2017

Whenever I’m leading a workshop or giving a keynote, I know I can always get a laugh by putting “Comcast” and “Customer Experience” in the same sentence. But that’s way too easy, so I usually skip that line. But last week I saw something that gave me a glimmer of hope for the company. They seem to be learning how […]. The post Maybe (Just Maybe) There’s Hope for Comcast Yet appeared first on Heart of the Customer.

Customer Experience 74

Customer Experience Company Customers 74

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Tips

CSM Magazine

OCTOBER 26, 2017

Despite big data, artificial intelligence and CRM customers still appreciate good old fashioned customer service. What does good customer service mean to you? Is it a restaurant owner who ushers you to your favorite table with a warm welcome? When a company accepts a return and gives you a full refund with no questions asked? Or when someone takes the time to say a genuine thank you?

Customer Service 80

Customer Service Meeting Fashion Social Media 80

mopinion

OCTOBER 23, 2017

The online customer journey in retail is going through a major transformation. Consumers are not only (increasingly) picking up their mobile phones to shop online, but they’re also looking for a more interactive experience with the brand, accompanied by a smooth purchasing process. This is a shift that many suspect will demand more from online […].

Retail 76

Retail Feedback How To Customer Journeys 76

ShepHyken

OCTOBER 23, 2017

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. The Most Costly Mistake In Business by Vala Afshar. (Huffington Post) High performing customer service organizations are changing and redefining performance metrics to better align how they measure service delivery success to their customer expectations, according to the worldwide sta

Customer Service 74

Customer Service Retail Customer Service Training Measurement 74