Preparing for the Connected Customer

Astea

This new class of “connected customers” now measures the success of their interactions with service organizations against the experiences they have had with other types of services such as FedEx, Amazon, and Uber. It’s no secret that the level of digital connections is exploding, and for customers the pervasiveness of connectivity is accelerating and heightening expectations of service quality,” Sterling said.

Innovative Service: Emotional Connections for Great Experience

Wired and Dangerous

There is no doubt that the product or outcome they deliver is one you value and trust but most likely they make a strong emotional connection with you that you find meaningful. How can you make a strong emotional connection with customers?

Trending Sources

Leadership Connection: Connecting to Inner Circle Removes These Threats

Kate Nasser

Top leadership connection to inner circle removes these key threats to success. Connect and engage to succeed. The post Leadership Connection: Connecting to Inner Circle Removes These Threats appeared first on KateNasser.com.

Connecting the Dots: Where Customer Experience and Employee Engagement Converge

MaritzCX

Employee engagement is well accepted as a Key Performance Indicator of thriving organizations. But while engagement has been regularly measured for decades, engagement levels have largely remained unchanged. Gallup, who tracks U.S.

Five Conditions to Repair the Emotional Connection with Your Customer

Customer Bliss

Repairing the emotional connection with your customers and reaping good results has conditions. Decide to Say Sorry beloved companies decide to say sorry driving culture change repair emotional connection with customers

Connecting with Today’s Wired & Dangerous Customers

Wired and Dangerous

Today, internet connections, whether blogs, tweets or other forms of social media, have five times the impact of traditional word of mouth. Recently John’s son Chad complained about the speed of their internet connection.

Understand Customers’ Lives & Connect to Customer Behavior

Customer Bliss

Leaders will be able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data. This common path will galvanize leaders to focus on the few key areas of improvement connected to customer growth, driving greater results and increased understanding of this work. The post Understand Customers’ Lives & Connect to Customer Behavior appeared first on Customer Bliss.

Magic Mirror Reflects Major Innovation for the Connected Consumer

Storyminers

The post Magic Mirror Reflects Major Innovation for the Connected Consumer appeared first on Mike Wittenstein. As a full-time experience designer with 15 years of experience, it takes something pretty spectacular to turn my head.

3 Keys to Building Customer Engagement – Connect, Automate, Iterate

inContact

This demands an agile and frictionless CX environment that connects and automates existing and new applications across the ecosystem – allowing iterative and real-time process design without ripping and replacing existing systems. Connect.

Magic Mirror Reflects Major Innovation for the Connected Consumer

360Connext

Visit me on the web at MikeWittenstein.com More Posts Follow Me: The post Magic Mirror Reflects Major Innovation for the Connected Consumer appeared first on Customer Experience Consulting.

Enterprise Connect 2017: Contact Center Round-up

inContact

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. The post Enterprise Connect 2017: Contact Center Round-up appeared first on inContact Blog.

The Value of Connecting with Other #CX Professionals

CX Journey

There’s a lot of value in connecting with other customer experience professionals, whether those connections are made through the CXPA or not. Get involved and connect with other CX professionals.

Intelligent Customer Service: Connected, Contextual, Consistent

Verint

Today’s customer is smart, engaged, connected and informed. To keep pace with this new breed of customer, organizations must also become smarter and more connected. Your employees are the gateway to your customers.

The Employee Experience - Customer Experience Connection

CX Journey

Is the employee experience - customer experience connection real? Last week, I had the pleasure of joining Sue Bethanis of Mariposa Leadership to talk about that very connection and the importance of putting the employee first in your customer experience strategy.

Customer Strategy – the missing connection in Customer Experience

ijgolding

The better able a business is of connecting its purpose with the resulting Customer Experience will determine just how capable that business is of delivering an experience that the customer expects.

Building Customer Loyalty: 3 Habits That Create Strong Customer Connections

Who's Your Gladys?

The post Building Customer Loyalty: 3 Habits That Create Strong Customer Connections appeared first on Who's Your Gladys? It takes more than quality products and services to gain customer loyalty. It’s the “customer experience” that makes or breaks client ties.

Space, Coke, and Apples: Connecting Tech Advancement to Customer Need

MaritzCX

Innovation | Technology | Design There is a point at which your potential client becomes a customer, another point where they become a loyalist, and another when they’ll do anything they need to keep up with you because it wouldn’t make any logical sense to do otherwise.

Connecting with Customers In The Moment: How These Brands Nailed It

360Connext

You can be connecting with customers in ways that make them say, “I don’t know why I like them so much, I just do.”. More Posts - Website Follow Me: The post Connecting with Customers In The Moment: How These Brands Nailed It appeared first on Customer Experience Consulting.

3 Ways to Automate Customer Service with Human Connections

Win the Customer

One of the big challenges for brands using social media for customer service —and also making an effort to proactively reach out to customers with live chat and chatbots on their website—is striking a balance between customer service automation and real human connections.

Understand Customers’ Lives & Connect to Customer Behavior

Customer Bliss

Leaders will be able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data. This common path will galvanize leaders to focus on the few key areas of improvement connected to customer growth, driving greater results and increased understanding of this work. The post Understand Customers’ Lives & Connect to Customer Behavior appeared first on Customer Bliss.

Connected, Contextual, Consistent—Intelligent Customer Service

Verint

I recently shared my thoughts with the Technology Services Industry Association (TSIA) about how a connected, contextual and consistent approach to customer service helps customers do business efficiently—and then get back to their busy lives.

Register for ForeSee Connect 2017 and save!

ForeSee

Registration for ForeSee Connect 2017, our annual client summit championing customer experience (CX), is now open! The post Register for ForeSee Connect 2017 and save! Events ForeSee News Connect 2017 ForeSee Summit

Hyper-connected workplaces: how wearable devices could transform sales and service

NewVoiceMedia

The technology blurs the line between people and their devices, creating a truly connected experience. This means you can be fully present in a meeting, but still connected to the digital world.

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Empathy is the Connection Before the Solution | #business

Kate Nasser

It is the connection before the solution. The post Empathy is the Connection Before the Solution | #business appeared first on KateNasser.com. Empathy is a key to business success. It turns diversity into understanding. Insights fr The People Skills Coach™.

3 Ways to Strengthen Your Emotional Connection with Your Customers

CSM Magazine

The truth is that 75% of your customers would gladly do business with the competition—because companies have not created the emotional connection that creates customer loyalty and advocacy. Your customers are not loyal.

Save the date! Why Connect 2017 will be our best Summit yet

ForeSee

ForeSee Connect is our annual client summit where the very best champions of CX across multiple industries come together to present new insights on how you can improve your strategy. Why Connect 2017 will be our best Summit yet appeared first on ForeSee.

Customer Experience in 2016: Making the Emotional Connection

Think Customers

One of the undisputed thought leaders in the customer experience space is Bruce Temkin, customer experience transformist and managing partner at Temkin Group as well as co-founder and initial chairman of the Customer Experience Professionals Association (CXPA). In a blog post which lists the most important customer experience trends to watch out for next year, Temkin cites "the year of emotion" as the most important trend for customer experience professionals to track in 2016.

Connecting Customer Profitability to Customer Experience

Customer Bliss

Customer growth and profitability metrics must be connected clearly to customer experience to gain executive and board support and to warrant the investment of people, time and financial resources.

Connecting the Dots in a Omnichannel World

Jacada

As organizations expand the number of channels by which customers can reach them, an enduring facet the world over is that these channels are not connected. So when customers channel hop, the contact center agent is frequently blind-sided as they see only those interactions for one or two channels at most. This leads to a bad customer experience because the customer has to start over and repeat themselves to bring the contact center agent up to speed. Jacada Blog

The (Large) Connection Between Emotion And Loyalty

Experience Matters

In case you missed it, we labeled 2016 as The Year of Emotion in our annual listing of CX trends. To help organizations better understand customer emotions, we created the Intensify Emotion Movement. Why did we put so much of a focus on emotion? Because it drives loyalty. We tapped into our recent consumer benchmark study to […]. Customer experience Emotion ROI of Customer Experience

Connecting the Dots in Omnichannel Customer Service

Think Customers

Customers aren't just multichannel. They're increasingly cross-channel as they use a variety of different touchpoints to find information about product and services they're interested in. So while customers don't necessarily think of themselves as omnichannel, they do expect the companies they interact with to know which touchpoints they were last using before reaching out to a customer service agent for additional help.

Evaluate How Real You Are in the Moments of Connection

Customer Bliss

They become beloved because of how they connect with customers in their lives. How would you rate your intent and ability to obsess about the moments of connection – the key interaction points with customers ?

The Value Of Building Bridges For Customer Experience, with Curtis Kopf [CB7]

Customer Bliss

You can connect with him on LinkedIn, as well. Prove your points and connect them to ROI. Quick Episode Overview. I talk with Curtis Kopf in this episode. Curtis was deeply embedded with customer experience at Alaska Airlines before moving to Premara Blue Cross.

Retail Customer Experience Needs Connection

Storyminers

The retail customer experience will need greater connections than ever before as social media and mobile will play a big role in holiday shopping and beyond.

Are you really listening to your customers? The importance of connecting with your customers through conversation

ijgolding

I urge you to spend ten minutes of your time ‘reading’ her thoughts on how important it is to connect to your customers through conversation… Creating fantastic customer experiences is widely recognized as a competitive advantage in today’s market.

Five Rules of Observation and Why it’s Hard to Do Effectively

C3Centricity

One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Observation and listening are powerful but often underutilised tools of the marketer.

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The Rise of Connected Devices and Behavioral Analysis: What it Means for Businesses Today

Clarabridge

At its core, IoT is about connecting devices over the internet to enable them to talk to other devices, other apps, or even to us. The rise of connected devices is drastically disrupting traditional ways that businesses understand and interact with customers. The Connected Customer.

Three Tips for Fostering Emotional Connection with Customers

Wired and Dangerous

Be the Attitude You Want Your Customers to Show – We all enjoy serving happy customers. You can help them act pleasant by showing them how. Aim your best smile and warmest attitude toward your customer. Optimism and joy are contagious.

8 Customer Experience Quotes You Need To Know

Customer Bliss

The inspiration here: enable your people to be real, and to connect with customers in ways which show personality and a deliberate tone for your brand.

Connecting the Dots on Irrational Customer Behavior [Webinar]

Qualtrics

Best-selling author Dan Ariely has repeatedly astounded the world with his ability to make the connections that explain baffling customer behavior. Reserve My Seat: Connecting the Dots on Irrational Customer Behavior.