InMoment XI
OCTOBER 3, 2017
An American song artist once wrote, “Every day I’m shufflin’ shufflin’ shufflin’”. Really, that sums up what customer experience (CX) should be—something you do every day. Having a pleasant CX experience isn’t a destination or goal you achieve, but rather, a mindset you have. My wife recently had two experience that drove home the importance.
Experience Matters
OCTOBER 3, 2017
Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration. Take a look at last year’s ultimate CX infographic. Here are links to download different versions of the infographic: Infographic: in.jpg format, in.pdf format 18″ x 24″ poster: in.jpg format, in.pdf format This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” It is part of a broader celebration of Customer Experience Da
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InMoment XI
OCTOBER 3, 2017
An American song artist once wrote, “Every day I’m shufflin’ shufflin’ shufflin’”. Really, that sums up what customer experience (CX) should be—something you do every day. Having a pleasant CX experience isn’t a destination or goal you achieve, but rather, a mindset you have. My wife recently had two experience that drove home the importance. View Article.
ShepHyken
OCTOBER 3, 2017
Doug Bell Discusses Improving the Customer Experience. Would you like every employee to know how they fit into your company’s customer experience? Shep Hyken interviews Doug Bell, founder of The Experience Manager , a system that helps manage and unify the entire customer experience. Featured Interview: Shep and Doug discuss the importance of unifying the customer experience throughout an entire company.
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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.
NICE inContact
OCTOBER 3, 2017
There are lots of quotes about making mistakes, undoubtedly because we all mess up sometimes. Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service. Organizations put a lot of emphasis on avoiding mistakes, focusing intently on quality assurance programs and processes with an aim for perfection.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
NICE inContact
OCTOBER 3, 2017
There are lots of quotes about making mistakes, undoubtedly because we all mess up sometimes. Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service. Organizations put a lot of emphasis on avoiding mistakes, focusing intently on quality assurance programs and processes with an aim for perfection.
Aveus
OCTOBER 3, 2017
Dear Sandeep Dube , Vice President – Delta Air Lines (Customer Engagement & Loyalty). CC: Denise Pickett , President, U.S. Consumer Products & Services at American Express; Edward Bastian , CEO, Delta. From: Chis LaVictoire Mahai , Managing Partner, Aveus and a long-experienced customer with both Delta (2+ million miler, Diamond Medallion Member since the category was created) and American Express (member since 1982).
eglobalis
OCTOBER 3, 2017
Companies are shooting themselves in the foot consistently around their customer experience. Why? And how do we help them to make it better? In the past 18 months, we’ve seen several major customer experience blunders from big brands. There is a pathway to improving customer experience globally, but it’s not necessarily the way we think about it now.
Experience Matters
OCTOBER 3, 2017
As part of our CX Day celebration, which this year is focussed on Elevating Purpose, we’re giving away this free eBook: 25 Tips For Becoming A More Purposeful Leader. One of Temkn Group’s Four CX Core Competencies is Purposeful Leadership. To master this competency, a company must be able to affirmatively answer the question, “Do your leaders operate with a clear, well-articulated set of values?
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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.
eglobalis
OCTOBER 3, 2017
In my last article, I talked about quality by looking partially at the Samsung Galaxy S7 product issues. My focus in working with clients is often all the risk aspects that can impact the quality of customer experience, so I want to continue discussing quality. In this article, we’re going to use two personal examples (from different sectors) to illustrate points about trust and customer experience.
Andrew Mcfarland
OCTOBER 3, 2017
In this post, I want to explore how blockchain technology might change the way companies deliver products, services, and the customer experience. If you are unfamiliar with blockchain technology, Marco Iansiti and Karim R. Lakhani wrote an HBR article that.
Truthlab
OCTOBER 3, 2017
Reading Time: 2 minutes Anyone that I’ve ever worked with knows I sweat the small stuff – when it matters – and it matters most of the time. When confronted with deadlines, urgent requests, and changes to the plan, it’s easy to deprioritize the details and think: “This is a small issue that will go unnoticed by most […]. The post Sweat the Small Stuff: Reframe for Good CX Design appeared first on truthlab.
CustomerGauge
OCTOBER 3, 2017
In the spirit of Customer Experience Day (CX Day) taking place this week, CustomerGauge’s Product Team is excited to share our latest product updates, all tailored to improve the CX of our users. Here is a recap of our September product feature releases. Manage Your Direct Replies Effortlessly! Ever wondered what happens when your customer hits […].
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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,
Amity
OCTOBER 3, 2017
I wrote an article a few weeks ago about how to approach a Tech-Touch or One-to-Many customer success program. Since then, a number of people have asked about how to tackle various touch-points. It seems like most companies are pretty reliant on email, but customers are getting tired of full inboxes (I don’t blame them!) Here are some alternatives to email for your One-to-Many customer success program.
Happy or Not
OCTOBER 3, 2017
What day is today? CX day! Every year brands and businesses around the world celebrate Customer Experience (CX) day. Today, activities like company celebrations, online webinars, and local networking events are taking place to give this day a special a meaning and celebrate customers. The post CX Day will come and go, but keeping your customers happy year round is the pillar of CX success appeared first on HappyOrNot.
Amity
OCTOBER 3, 2017
I wrote an article a few weeks ago about how to approach a Tech-Touch or One-to-Many customer success program. Since then, a number of people have asked about how to tackle various touch-points. It seems like most companies are pretty reliant on email, but customers are getting tired of full inboxes (I don’t blame them!) Here are some alternatives to email for your One-to-Many customer success program.
ReviewTrackers
OCTOBER 3, 2017
Innovation was the highlight at last week’s 2017 SHSMD Connections, the annual conference for healthcare marketing, public relations and communications, and strategic planning professionals. ReviewTrackers was there to co-host parties with Hootsuite and NRC Health , talk with attendees about brand reputation management , and attend education sessions to find out what’s happening in the healthcare industry (there’s always room to learn and grow).
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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?
Amity
OCTOBER 3, 2017
There is a side to Customer Success that we often don’t speak about. Operations. For anyone who knows me , it will be no surprise when I say I love operationalizing things. I have the kind of brain that thinks about how to operationalize the art of operations (yes, I said art). For those who think like me naturally, you already know that what is a blessing, can also be a curse and with all good things you must have balance.
iPerceptions
OCTOBER 3, 2017
September has come and gone, and fall is already upon us. 2017 is seemingly flying us by, and as companies gear up towards a busy Q4, many more great articles and stats about the Customer Experience (CX) were released in September. Here are just some that caught our eye.
Amity
OCTOBER 3, 2017
There is a side to Customer Success that we often don’t speak about. Operations. For anyone who knows me , it will be no surprise when I say I love operationalizing things. I have the kind of brain that thinks about how to operationalize the art of operations (yes, I said art). For those who think like me naturally, you already know that what is a blessing, can also be a curse and with all good things you must have balance.
Clarabridge
OCTOBER 3, 2017
A couple days ago, I was talking with industry analyst, Omer Minkara from Aberdeen. He’s one of the most credible customer experience analysts I’ve talked to in the last 5 years. He told me that the average contact center agent interacts with more than 20 systems on a daily basis. Seriously?! 20! In my role as CMO, I use less than 10, but there are just a few that are central to my job and those systems are completely integrated and in sync in real-time.
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Martin Hill-Wilson
OCTOBER 3, 2017
Source: scoop.co.nz. I must admit I don’t do National Customer Service Week. It’s always finished before I’ve noticed that it’s here once again. So in a groundbreaking attempt to break a poor habit, here is a piece on customer service while the moment remains. First up I’d like to celebrate our industry’s momentum. We are now shaking a stick at the status quo that held us spellbound for many decades.
CXApp
OCTOBER 3, 2017
Cross-functional teams and departments have the potential to maintain and boost company growth, provided they stay aligned with corporate goals and policies. Of course, that does rely on your management and administration team deploying clear, achievable goals and monitoring systems, such as OKRs - referred to as Objectives and Key Results.
Confirmit
OCTOBER 3, 2017
There’s often a lot of focus on Customer Experience (CX) in industries like retail, banking and hospitality. This means lots of talk about the experience in store or similar, and in dealing with potentially millions of pieces of feedback from different individuals. However, CX in a business-to-business (B2B) environment often presents greater challenges, despite there being small data sets to deal with.
Talkdesk
OCTOBER 3, 2017
Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. Five Trends That Will Make You Rethink the Contact Center Experience.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Brad Cleveland Blog
OCTOBER 3, 2017
Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important? Have evolving customer expectations, social communities, new channels and other developments changed the fundamentals?
Grade.us
OCTOBER 3, 2017
Your local businesses is under intense pressure. It’s the nature of running a local businesses – you’re fighting for a large slice of a small pie. Your customers have an abundance of options, both online and offline. You’re looking to elevate your standing in the community, because it’s an important part of running a local business.
Brad Cleveland Blog
OCTOBER 3, 2017
Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important? Have evolving customer expectations, social communities, new … Continue reading → The post 12 Principles for Building Profitable Customer Relationships appeared first on Brad Cleveland.
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