Experience Matters
DECEMBER 13, 2017
As many readers of this blog know, Purposeful Leadership is one of Temkin Group’s Four CX Core Competencies. How do leaders demonstrate this characteristic? By mastering what we call the 5 P’s of Purposeful Leaders: Persuasive, Passionate, Propelling, Positive, and Persistent. In a recent post, we showed how Purposeful Leadershipaffects the behaviors of employees.
Michelli Experience
DECEMBER 13, 2017
I am a guy of advancing age (late 50s), so I am starting to sound like my father. Occasionally, I even find myself suggesting a fondness for the past by populating sentences with phrases like, “In the good old days…” Yesterday or Today. But when it comes to customer service experiences, I am uncertain as to which is better – the service of a decade or two ago or the experiences today.
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Avaya
DECEMBER 13, 2017
At this point, you know customer experience is the competitive battleground in today’s smart, digital world. When done right, customer engagement can increase revenue and overall lifetime value by approximately 20%. There’s just one problem: executing! You know, actually enabling an exceptional customer experience. There’s no doubt companies are making customer experience strides.
CX Journey
DECEMBER 13, 2017
Image courtesy of Pixabay "Data is just data until you do something with it," right? That statement has plagued companies for a long time and for a variety of reasons - not the least of which is that they just don’t know what to do with the data: how to analyze it, how to use the outputs, what the outputs mean, etc. Today, on a webinar with Logi Analytics , I am sharing tips on moving beyond data for the sake of data (and dashboards for the sake of dashboards).
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Michelli Experience
DECEMBER 13, 2017
I am a guy of advancing age (late 50s), so I am starting to sound like my father. Occasionally, I even find myself suggesting a fondness for the past by populating sentences with phrases like, “In the good old days…” Yesterday or Today. But when it comes to customer service experiences, I am uncertain as to which is better – the service of a decade or two ago or the experiences today.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Joe Rawlinson
DECEMBER 13, 2017
We live in an age of constant communication, perpetual availability, and an expectation of white-glove service. For small businesses, the level of customer service they are able to provide can make or break their success. So, how does a fledgling company offer the same level of attentive, personable, friendly client care as a multinational behemoth with massive call centers at their fingertips?
Heart of the Customer
DECEMBER 13, 2017
Anybody who has read any of Chip and Dan Heath’s books know that they’re compelling and well-researched. I was lucky enough to receive a pre-release of their latest book, The Power of Moments (now available), and I highly recommend it to anybody looking to create great employee or customer experiences. Even better, I was able to score […].
ClearAction
DECEMBER 13, 2017
Customer Centric Mission & Values Lynn Hunsaker. Customer-centricity is about priorities. The key is to clearly state your priorities to executives, employees and affiliates. Then reinforce these priorities in daily decision-making criteria and rituals such as annual operating plans, operations reviews, staff meeting agendas, recognition and incentives, performance reviews, etc.
natero
DECEMBER 13, 2017
As of today, there are over 200,000 Google search results with the phrase "Customer Success" in the title. There are nearly 8 million results for articles that mention the term. Needless to say, there's a staggering amount of content about Customer Success! To help cut through the noise, we've compiled our favorite Customer Success organizations that you can turn to for advice, inspiration, and community.
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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.
ClearAction
DECEMBER 13, 2017
Customer Centric SWOT: Align Strategies to Customer Priorities Lynn Hunsaker. Start with your customer in mind whenever you use a management technique. Strategies that start with the customer set the stage for daily behaviors that are customer-centric. The customer is left out of most templates you find in consultants’ toolboxes or business classes.
ReviewTrackers
DECEMBER 13, 2017
Tipping has been one of the hottest and most widely debated issues in the last several years among executives in the U.S. restaurant and foodservice industry. Should restaurants include gratuity in the bill? Or leave it to restaurant-goers to decide for themselves? And then there’s the issue of service. Does tipping actually improve the quality of the service?
ClearAction
DECEMBER 13, 2017
Customer Centric Sales & Service Policies Lynn Hunsaker. Survival of the kindest may be a novel concept, but there’s new scientific evidence that humans are genetically wired to be kind. The more generous we are, the more respect and influence we wield. For example, think of Zappos and LL Bean: for their customer-centric sales and service policies, they’ve earned widespread admiration among customers, as well as among executives across a variety of industries who’ve sought to learn from th
ReviewTrackers
DECEMBER 13, 2017
Tipping has been one of the hottest and most widely debated issues in the last several years among executives in the US restaurant and foodservice industry. Should restaurants include gratuity in the bill? Or leave it to restaurant-goers to decide for themselves? And then there’s the issue of service. Does tipping actually improve the quality of the service?
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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.
ClearAction
DECEMBER 13, 2017
Customer Centric Processes for Stellar Customer Experience Lynn Hunsaker. All processes within a company have the potential to impact customer experience. However far removed from the customer you perceive a process to be, there is a snowball effect for employees’ (and suppliers’ and partners’) behaviors that can eventually permeate end-users. Customer-facing employees are only as effective as the rest of the company enables them to be.
Myra Golden
DECEMBER 13, 2017
How did 2017 go for you? Employees still struggling with how to control calls with unreasonable customers? Your customer experience still not where you know it needs to be? Still trying to get your people to convey empathy? I know. The struggle is real. The real question is: how will you gear up to make 2018 better? Let me give your people the tactics, skills, and inspiration they need so they can deliver experiences that make you feel proud.
Clarivate
DECEMBER 13, 2017
Many companies will answer yes to this above question. However, many of those same companies will have little to no objective measurements in place to actually measure their delivered customer experience. While it is true that many companies have some sort of customer surveys, those may likely be measuring only a small portion of the customer experience.
ForeSee
DECEMBER 13, 2017
Each year, ForeSee produces a study to discover which retailers standout from the pack when it comes to delivering an incredible customer experience across web, mobile and in-store. The results. The post Amazon, Williams-Sonoma, & Kohl’s lead ForeSee’s Top 50 Retail CX Rankings (Report) appeared first on ForeSee.
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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,
Currency Alliance
DECEMBER 13, 2017
Google Trends highlights that in the last year, searches for GDPR (General Data Protection Regulation) have gone from 0 to 100 on their scale of interest over time. It’s fair to say it’s a hot topic right now. When you log onto Twitter or LinkedIn , you’re sure to read about it there. There are all sorts of articles online trying to help people understand the change in regulation and what they need to do to be ready.
Helen Dewdney
DECEMBER 13, 2017
Earlier today Peter Kay announced on Twitter that he was cancelling his 18 month tour due to unforeseen family circumstances. Statement from Peter Kay: pic.twitter.com/gYhZkq12Q1. — Peter Kay (@peterkay_co_uk) December 13, 2017. Your rights if you bought tickets. From Ticketmaster. Ticketmaster was the official vendor the live arena tour. It usually refunds tickets automatically including any service charges and will be refunded to the card you used for payment.
Verint
DECEMBER 13, 2017
Enhancing what you have to deliver better experiences. A question being asked within many organizations is—how can we deliver better customer experiences? What solutions should we invest in to help achieve customer experience goals and meet customer expectations? Often we look to new and shiny when there’s often the opportunity to do much more with what we currently have.
Upwave
DECEMBER 13, 2017
Brand Knew is a new bi-monthly podcast featuring interviews with marketing leaders of major national brands. Hosted by Austin Moorhead, the podcast will dive into how consumers are changing and what brand leaders are doing about it. Survata is proud to be the initial sponsor – check out their first episode below and be sure to subscribe for future episodes with marketing thought leaders. —-.
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.
Kayako
DECEMBER 13, 2017
I recently introduced my kids to the world of LEGOⓇ to further nurture their creativity here at home. After scouring the shelves for a good starter kit, my daughter picked the Moana Island Adventure set. While putting the bricks together I noticed that the building instructions were missing. The box was empty and the kids have no idea what it looked like, so we were stuck with green and brown bricks that should’ve been Te Fiti’s cave.
Upwave
DECEMBER 13, 2017
Brand Knew is a new bi-monthly podcast featuring interviews with marketing leaders of major national brands. Hosted by Austin Moorhead, the podcast will dive into how consumers are changing and what brand leaders are doing about it. Survata is proud to be the initial sponsor - check out their first episode below and be sure to subscribe for future episodes with marketing thought leaders.
Customer Guru
DECEMBER 13, 2017
The Customer Experience Buzz. Customer experience is becoming more important with every passing year. Sadly though, even today there are brands that think that it is just a buzz that will die with time. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. Looking at the Google search trend also reinforces my confidence in the fact that customer experience will only become more significant and popular in the coming years.
SurveyGizmo
DECEMBER 13, 2017
With the new year ahead, there is no better time than now to start discussing 2018 customer experience predictions. While taking a look at how customer experience programs matured this year, we saw a “customer obsession” shift from an operational business standpoint — a prediction Forrester made in late 2016. . A leading example of how this shift played out this year are the moves made by streaming service provider Netflix.
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Enalyzer
DECEMBER 13, 2017
Did you know you can get Enalyzer on your phone’s home screen next to your other apps? Go to enalyzer.com and save a shortcut on your phone, so accessing your Enalyzer account is even easier. You might be wondering why you can’t get Enalyzer on the App Store or Google Play, well that’s because it’s not a native app. Enalyzer is a responsive web app that adapts to any and all screen sizes, making it accessible to survey administrators, report readers, and respondents at an
Talkdesk
DECEMBER 13, 2017
Coming in May 2018, the General Data Protection Regulation (GDPR) will implement the biggest change to European privacy rules in 20 years, with the aim of protecting European Union citizens’ privacy. Requirements include strong individual consent, 72-hour breach reporting and high fines to encourage compliance. Naturally, the law holds all EU-based companies accountable for compliance, as well as anyone who markets to, processes or stores data of EU customers, including US companies.
Maru/HUB
DECEMBER 13, 2017
The world of Customer Experience is fast evolving one. Companies are becoming more agile and concise with their Customer Experience strategies. However, this year has proven there is still a gap in meeting customers’ expectations and data seems to be at the forefront of C-suite discussions over how to truly understand users and customers. Purposeful Customer Experience with the ability to understand and act on customer insight are just a few of the topics being discussed to create a more custome
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