Wed.Jan 18, 2017

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Closing the Forgotten Loop

InMoment XI

As customer experience professionals, we often worry about response rates. At the heart of the question of response rate is whether customers want to provide you with feedback and engage with your survey. Why do customers provide feedback? Customers who provide feedback want you to get better. They want you to use what they are. View Article.

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4 reasons people hate buying a car and what auto companies can do about it

Alida

For the past century, cars have been an integral part of the American dream. Owning a vehicle provides more than just convenience. Cars represent freedom, fun and self-expression. At least until recently, having a car was synonymous with independence, especially for young people. All of that’s about to change. In the near future, car sharing and mobility platforms will become an attractive alternative to car ownership.

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Closing the Forgotten Loop

InMoment XI

As customer experience professionals, we often worry about response rates. At the heart of the question of response rate is whether customers want to provide you with feedback and engage with your survey. Why do customers provide feedback? Customers who provide feedback want you to get better. They want you to use what they are.

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Cheap Airlines: Low Prices! Terrible Service! Can They Change?

Beyond Philosophy

The Wall Street Journal has released its annual scorecard of U.S. airlines, sizing them up according to factors that matter to travelers, including delays, on-time arrivals and lost baggage. Overall, the newspaper reported, airlines did a better job on some measures in 2016 than in 2015, with 7 percent fewer late arrivals. Alaska Airlines earned top rank for the second year in a row, but as a customer experience consultant, I was just as interested in the airlines at the bottom.

Airlines 101
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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Drive revenue with great customer experience – Our 2017 analysis will help you make the case for CX investments

Forrester

If you are like other CX pros, at some point in your CX career you'll encounter the "money question." Your CEO will ask you: "What's an improvement in our customers' experience worth in dollars and cents?" And it's likely that you won't have a (good enough) answer. I say that because I know that 50% of CX pros we surveyed have not modeled how CX quality influences customer behavior.

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Maintaining Proactive Customer Success in a Fast-Growing Startup

Amity

Every startup thrives for one thing: growth. As ARR grows, your customer-facing teams have to keep their cool and juggle between more accounts, and all that comes with it. When things are moving fast, it’s vital to remember that proactivity should stay a priority for the company. Acquiring new customers isn’t worth it if it means your churn rate is at an all-time peak due to negligence.

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Fundamental Service Principles Create a Common Service Language

Up Your Service

Watch Ron Kaufman talk about this topic on video (3 minutes). I’ve seen many organizations invest years and spend a lot of money on service training for their employees. The intention is always the same: to deliver service excellence, and to create a sustainable service culture. Time and time again, I’ll ask leaders, “What does service excellence mean to your customers, and to colleagues inside your organization?

Video 55
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Top 5 Topdown CCM, DX Blog Posts of 2016

Topdown

We want to give our readers more of the kinds of content you find most interesting and useful, so we pay attention to the articles you read and share the most.

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Service as Competitive Advantage: Creating New Value vs. Sustaining Predictable Results

Up Your Service

When you picture a superior service culture, you may not think of a large engineering firm or a manufacturing organization. Rather, you may think about high-end hotels, top-rated airlines, or innovative retail brands. But in a competitive global market where products are commoditized and speed of delivery easily matched, quality service is a key differentiator in every industry – including financial services , manufacturing, high tech IT , telecommunications , logistics, and more.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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Too Much Data? Time to Untangle the Web

Confirmit

Customer feedback. Call center records. Social media postings. CRM data. Financial and operational information. One thing that many Voice of the Customer programs don’t need is more data. In fact, most organizations are in danger of becoming ever more tangled up in the data they already have, as they struggle to understand the meaning of it all in order to drive business change and success.

Data 40
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Our CX Experts Share What Your 2017 Focus Should Be

The DiJulius Group

Do you have a solid Customer Experience strategy for 2017? The experts of The DiJulius Group share some of their insights for what they believe will be key for this coming year. The following is by Dave Murray, Senior Customer Experience Consultant for The DiJulius Group. How To Prepare Millennials To Be Our Next Generation […].

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The Beginning Of A New Age For AI

Forrester's Customer Insights

These days it seems like you can't open a newspaper (ok, web browser) without coming across an article on artificial intelligence. Well publicized breakthroughs like Google AlphaGo's unprecedented victories over human Go champions have heralded the promise of a new golden age for AI. Add to that the personification of personal assistants in Apple's Siri and Amazon's Alexa coupled with Salesforce's "resurrection" of Albert Einstein and the rampant proliferation of AI-related s

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What Makes Customers Unhappy? Avoid These 3 Pitfalls

Customer Bliss

Guest Post by Michael Becker, content strategist at Sharpen. Better customer experiences equal happier customers. And happier customers are what carries business forward. They buy more, buy more often, and share their experiences with others. Though keeping customers happy is important, it isn’t always an easy task. More often than not, customers are already upset before they contact your customer service team.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Always Connected: Blessing or Curse? (Brad’s TEDx Talk)

Brad Cleveland Blog

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Always Connected: Blessing or Curse? (Brad’s TEDx Talk)

Brad Cleveland Blog