Fri.Dec 16, 2016

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Emotion and the Four Customer Experience Core Competencies

Experience Matters

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. You also know that we’ve called 2016 The Year of Emotion, and have been trying to raise the visibility of this key area with out Intensify Emotion efforts. […].

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Our 2017 Journey Mapping Workshop Schedule

Kerry Bodine

Join us for a hands-on customer journey mapping workshop in 2017! I’m thrilled to announce our 2017 lineup of open enrollment journey mapping workshops: February 21 & 22 in San Diego. May 9 & 10 in Chicago. August 16 & 17 in San Francisco. Save the date: October 3 & 4 in Boston. Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop the skills and know-how you need to effective

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Emotion and the Four Customer Experience Core Competencies

Experience Matters

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. You also know that we’ve called 2016 The Year of Emotion, and have been trying to raise the visibility of this key area.

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What Do Your Customers Need to Know?

Amity

I was recently asked “ What do customers actually need to know? ” I paused before answering because I’m sure if you asked 20 of my company’s current customers, they would give you 20 different answers. I finally said, “You should ask them.” Start by Asking & Then Listen. One of the keys to effective communication, regardless of audience, is listening.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Guest Blog: Superior Customer Service Requires More Than Just ‘Checking the Boxes’

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, writes about one of the most important parts of the customer relationship, authenticity. Being authentic is required by all of us in order to deliver an Amazing customer experience. – Shep Hyken. You’re doing all the right things. You have a program in place to track Voice of the Customer data.

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Why emotion is central to driving customer loyalty

Eptica

Date: Friday, December 16, 2016 Why emotion is central to driving customer loyalty. Published on: December 16, 2016. Author: Steve Nattress There are multiple factors that feed into the customer experience. At a basic level companies need to deliver the information that consumers want, as quickly, accurately and consistently as possible. For example, people want answer fast answers – in the U.S.

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Content Management Strategies (Part 1): Maximizing Content

Topdown

The Gartner report, “ Content Management for the Digital Era: Rethinking Strategies Beyond 2016 ,” is a strategy planning guide for IT leaders who are responsible for defining content strategies and selecting tools for customer experience management and delivery. Let’s take a look at the recommendations Gartner analysts Karen M. Shegda, Karen A. Hobert and Hanns Koehler-Kruener make in this report, starting with the first one: moving from merely managing content to maximizing its use throughout

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Lessons from the Upper Crust: How Domino’s Pizza Disrupted the Delivery Game and Became a Leader in Customer Delight

McorpCX

Seven years ago, Domino’s Pizza was in the pits. Tasteless, unexciting food and an all-time low in its share price, the company also ranked last in a 2009 survey of consumer taste preferences. The only silver lining: they scored top marks for delivery and value.

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Your Brand is Your Customers’ Personal Experiences

Talkdesk

How often have you heard that you need to “build your brand”? Maybe you’ve tried to increase awareness of your brand, associate your brand with specific keywords or increase brand loyalty. You can do a lot of things to your brand, but I’ve never noticed a clear description of what a “brand” actually is. So let’s make it clear: your “brand” is not your company, it’s the way your company makes customers feel.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Context Matters, And That Means Your Industry

Forrester's Customer Insights

It's likely not news to you that your business context matters. Your vendors and services providers must understand the reality you're doing business in. They've got to have the experience and knowledge to intelligently "speak the language" of your internal stakeholders, identify relevant insights, and recommend appropriate actions. And that means knowing the industry in which you operate.

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Dynamic Media Leader Uses Verint to Improve Customer Satisfaction

Verint

This leading media company needed a program to efficiently identify agent improvement opportunities to better manage its quality assurance program—as well as maintain the high level of quality its customers had come to expect. The company’s existing platform was no longer meeting the needs of the growing business, so it brought in Verint Workforce Optimization and Analytics solutions, including Verint Call Recording , Verint Quality Management , Verint Workforce Management and Verint Speech Anal

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Introducing the Trump Diaries

dscout People Nerds

Episode One: Voters who broke the mold.

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