Kayako
MAY 11, 2017
This is a guest post from our friends over at FieldBoom. Josh Brown will walk you through ways to analyze your customers and their needs. Consistently exceeding expectations is what any entrepreneur or startup should aim for to increase customer bookings and enjoy growth. Companies like Virgin Atlantic, British Airways, and Zappos go the extra mile to ensure their customers receive top-notch customer service.
InMoment XI
MAY 11, 2017
Editor’s note: This is a chapter from the ebook Unlocking the Value of CX. You can download the entire ebook here. In today’s day and age, where companies and consumers impact the messaging of products and services (P&S), creating emotional connections is taking on more prominence. Studies indicate that positive emotions may have more of an impact.
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BlueOcean
MAY 11, 2017
The road to choosing an outsourced contact center provider is usually a long one. It’s a strategic decision to protect your brand and put customer care in the hands of experts so you can focus your organization’s resources on your core competencies. But it’s a lengthy process loaded with informal conversations as well as the more formal call center RFP process.
InMoment XI
MAY 11, 2017
Editor’s note: This is a chapter from the ebook Unlocking the Value of CX. You can download the entire ebook here. In today’s day and age, where companies and consumers impact the messaging of products and services (P&S), creating emotional connections is taking on more prominence. Studies indicate that positive emotions may have more of an impact.
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Customer Bliss
MAY 11, 2017
I just hit Episode 50 of my customer experience podcast. It’s been so interesting to talk to CCOs and SVPs in different industries and get actionable customer experience examples from them. After 12 episodes (feels long ago), I did a recap post. I’m not going to recap Episodes 13-50 here (would be a lot for you to consume), but my favorite aspect of the podcast is when the guests get into tactics.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Esteban Kolsky
MAY 11, 2017
A knowledge summary is a semi-long to a long post that synthesizes positions, concepts, and lessons learned around a topic. They consist of a mix of primary research with ideas and frameworks I built based on conversations and working sessions. This knowledge summary will focus on concepts you have to know to succumb to embrace digital transformation in the next decade.
Eptica
MAY 11, 2017
Date: Thursday, May 11, 2017 Coping with disruption through AI and human customer experience. Published on: May 11, 2017. Author: Olivier Njamfa This week’s Gartner Customer Experience & Technologies Summit (10-11th May 2017) provides everyone in the sector with the perfect opportunity to take stock of the current state of customer experience – and to help CX teams to plan for the future.
ReviewTrackers
MAY 11, 2017
Welcome to This Week In Reviews , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Two healthcare industry thought leaders say the industry needs to use the patient perspective as a metric to assess the value of healthcare. Subscribe to receive these stories and more every week in your inbox.
COPC
MAY 11, 2017
Featured Event: May 22-25, 2017. CX17, Indianapolis, IN. Kathleen Jezierski, chief operating officer, COPC Inc., will be speaking at CX17, a Genesys-sponsored event that includes four days keynotes, breakouts sessions, networking events, and opportunities to talk with product experts, peers and thought leaders in the customer experience industry. Kathleen will be sharing highlights from the most recent consumer and corporate reports released within the Customer Experience Management Benchmark
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Stella Connect
MAY 11, 2017
Let’s talk like engineers for a minute. Your voice-of-customer (VoC) data collection program is an engine. It’s designed to drive your company’s success. There’s input (investment) and output (ROI + waste). Your job is to create a sustainable power source with near 100% efficiency (high ROI, minimal waste). The most efficient VoC programs grow revenue by way of service improvements and innovations that strengthen customer loyalty.
Verint
MAY 11, 2017
In my last blog , I explained why listening to customers can provide greater customer understanding than merely observing their behavior. Many companies seem to agree as evidenced by the number of Voice of the Customer (VoC) programs that exist and increasing amounts of feedback consumers are being asked for.
Brad Cleveland Blog
MAY 11, 2017
The post The Problem with Daily Averages (and the Solution) appeared first on Brad Cleveland.
Customer Alignment
MAY 11, 2017
I used to like that brand – until they kept asking me if I liked their customer experience.” How many times have you thought that recently? In the space of a week, I reckon I get asked to complete more than 20 surveys from all sorts of companies. “Tell us about your recent customer experience” they ask. All I’m thinking is, “what, again?” It used to be nice to get the odd survey or comment card and feel you had the opportunity to give feedback on your favourite brands.
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Customer Alignment
MAY 11, 2017
Annabel Venner, Global Brand Director at Hiscox as quoted in Marketing Week, “It’s not just about technical expertise anymore, it’s about understanding the customer experience and joining up your organisation to deliver it”. Last week I read an article in Marketing Week which was based on a conference speech given by Easyjet CEO Carolyn McCall. It talked about how the marketer needs to build allies across the whole business.
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