InMoment XI
MAY 2, 2017
Brands are all hyping customer experience and many are succeeding. Enough with the tired old pitch from consultants about things like: “Why 7 out of 10 strategy implementations fail” or: “The top 5 reasons why companies improve things customers don’t care about” (I wrote that one so I am throwing myself under the bus as.
ijgolding
MAY 2, 2017
Last week I wrote an article on the subject of ‘common sense’ To be more accurate, I wrote about the lack of common sense and how it’s absence was continuing to destroy customer experiences all over the world. One of the stories featured in the article was about United Airlines and their much publicised PR disaster caused by the practice of overbooking flights.
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InMoment XI
MAY 2, 2017
Brands are all hyping customer experience and many are succeeding. Enough with the tired old pitch from consultants about things like: “Why 7 out of 10 strategy implementations fail” or: “The top 5 reasons why companies improve things customers don’t care about” (I wrote that one so I am throwing myself under the bus as. View Article.
Customer Bliss
MAY 2, 2017
Came across an interesting article recently recapping many of the current themes and trends being discussed in customer experience. The article is ostensibly a recap of Sprinklr’s Digital Transformation Summit , held recently in Nashville. If you’re unfamiliar with Sprinklr — it’s not quite a huge name in enterprise circles yet — it’s a social media management and automation tool that’s gained a lot of traction.
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Michelli Experience
MAY 2, 2017
Are you ready for conversational commerce, digital gifting, and secondhand markets? Great customer experience brands are constantly tracking macro-changes in consumer behavior and trying to determine if an emerging trend is simply a fad (hot for the short run but soon to fizzle) or a meaningful pattern worthy of infrastructure investment. Here are three trends you may wish to consider as you explore technology, service, and product development: 1.
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 2, 2017
It’s that time again – time to give me your ideas and plans for Customer Service, in exchange for a consolidated view of the market. This is my sixth year doing this research project on adoption and trends for customer service and this is the most exciting so far. We are entering the era of cloud-based, micro-services focused, platform-built solutions for customer service and I want to find out what you are doing.
Influitive
MAY 2, 2017
Do you feel awkward asking customers for referrals? You shouldn’t. According to SalesStaff, 91% of satisfied customers say they’d give referrals. Yet, on average, only 29% of customers do. Why? It’s likely because you haven’t asked them. Or, at least, not in the right way. Barraging customers with emails asking for referrals isn’t going to.
ShepHyken
MAY 2, 2017
Chris McCann, CEO of 1-800-Flowers, Shares How to Gain the Competitive Advantage. Can listening to your customers’ needs and wants actually provide a new strategic direction for your business? Shep Hyken interviews Chris McCann, the President and CEO of 1-800-Flowers, who talks about how they built their business to more than a billion dollars in revenue based on customer feedback.
Promoter.io
MAY 2, 2017
A few years ago, I was taking an early morning flight home from Atlanta. Since it was 5 in the morning, I didn’t feel like standing outside to wait for a taxi, so I decided to use Uber. As with most of my Uber experiences, the car arrived promptly, the driver was courteous and personable […]. The post Uber Has a Major Customer Relationship Problem appeared first on Promoter.io Blog.
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Andrew Mcfarland
MAY 2, 2017
Never a group to shy away from a public thrashing, Congress has weighed in on the bad customer service provided by United and other airlines. But, like most things from Congress, their threats amount to nothing more than continued posturing.
Esteban Kolsky
MAY 2, 2017
It’s that time again – time to give me your ideas and plans for Customer Service, in exchange for a consolidated view of the market. This is my sixth year doing this research project on adoption and trends for customer service and this is the most exciting so far. We are entering the era of cloud-based, micro-services focused, platform-built solutions for customer service and I want to find out what you are doing.
iPerceptions
MAY 2, 2017
Customer Experience is becoming an increasingly hot topic across all industries, and something that is being examined, analyzed and scrutinized more and more every day. In a world where customers have ever-expanding buying power, the ability to offer a strong, positive customer experience can sometimes be the difference between gaining a customer or losing one to a competitor.
ReviewTrackers
MAY 2, 2017
Companies of every size and across every industry or business category can benefit from online reputation management services. This couldn’t be more true in today’s age, when consumers make purchase decisions based on your online reputation, more so than on your advertising, direct sales messages, pricing, or branded promotional content. If your business performance hasn’t quite matched your own expectations, it may be useful to check up on your online reputation and understand what consumers ar
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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,
Provide Support
MAY 2, 2017
Keeping customers happy. What, truly, is happiness? Is it the central purpose of human life? A mere byproduct of luck? Is it a psychological state, or a positive evaluation of being? For businesses, the answer to all of the above questions is, of course, who cares. The only definition of happiness that matters is the one that applies to customers, and a happy customer is one that’s loyal, that keeps coming back for repeat purchases, and one that recommends you to family, friends and social media
Helen Dewdney
MAY 2, 2017
Many if not all of us love a bargain and frequently purchase something that we think is saving us money. Now that Christmas is well and truly over and new year’s resolutions well and truly broken let’s look back at some of our false economies and how we think we are saving money, how we are not and what we can do about them! False economies. 1) The most common has got to be Gym membership!
ClientSuccess
MAY 2, 2017
Imagine a bucket filled with holes. Now, imagine trying to keep that bucket full of water. Even as you add more into the bucket, the holes continue to leak out water, creating a vicious cycle that can go on forever. For Customer Success Managers (CSMs), the leaky bucket cycle is a real thing, it just involves customers rather than water. The Leaky Bucket Could Be Costing You.
Customer Alignment
MAY 2, 2017
88% of Voice of Customer feedback comes from surveys [1]. We have all experienced the growing requests for survey completion associated with many of our day-to-day activities and interactions with brands. The world’s gone a bit survey mad. Yesterday I called into question the timing, quality and therefore validity of one of these surveys. Companies are investing time, money and resource – are they really getting the true picture of the current customer experience?
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.
ForeSee
MAY 2, 2017
I am pleased to share that our parent company, Answers Corporation, successfully completed a court-approved debt restructuring process last month. I wanted to take this opportunity to explain what this. The post ForeSee emerges from parent company restructuring with zero debt and operational independence appeared first on ForeSee.
Clarabridge
MAY 2, 2017
A revolution is brewing in sunny Miami Beach thanks to our ninth annual Clarabridge Customer Connections (C3) Conference. More than 350 of the top CX professionals and inspirational thought-leaders from around the world have gathered at the iconic Fontainebleau Hotel to discuss the latest industry trends shaping Customer Experience Management (CEM) and Social Customer Service.
Martin Hill-Wilson
MAY 2, 2017
The 2017 Edelman Trust Barometer reports a downturn. So say 33,000 people from 28 countries. It makes dramatic reading. Even the executive summary is named ‘An Implosion of Trust’. Two-thirds of the surveyed countries are now “distrusters” i.e. under 50% trust in the mainstream institutions of business, government, media and NGOs to do what is right.
Grade.us
MAY 2, 2017
Do you want it? A steady stream of customers and sales from Google? A never-ending supply of leads, customers and sales for your local business? Who wouldn’t want that? It’s yours for the taking, if – you choose the right strategy. Make the wrong decision and you can do a significant amount of harm to your business. Okay, what decision are we talking about here?
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Verint
MAY 2, 2017
As we have covered in previous blogs, Verint is a company that is committed to developing customers for life. It’s refreshing to see outside-in examples that validate our guiding principle and how it’s taking hold in the market. Once again Verint solutions have been recognized, this time by DMG Consulting. We recently announced that we have received perfect scores—five out of five—in several key product satisfaction categories in DMG Consulting LLC’s new “2017/2018 Workforce Management Product a
dscout People Nerds
MAY 2, 2017
Mobile stimulus/response questions in your remote ethnography toolkit.
LiveChat
MAY 2, 2017
Imagine going to the movie theater to watch the newest blockbuster, except when you get there, instead of one screen, there are five — all playing different movies. You’d have a hard time focusing on the movie you came to watch. That’s exactly what navigation links do to landing pages — distract prospects. I say that because only 16 percent of landing pages are free of navigation links.
CX Journey
MAY 2, 2017
Image courtesy of ARMLE Are you taking action on your customer data? I like to write about taking action and actionable insights because there's a serious lack of action when it comes to customer feedback. I've witnessed it for far too long. I've written about this topic a few times in the last several months: The Definition of #CX Insanity Do You Employ Actionability Thinking in Survey Design?
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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?
Uniphore
MAY 2, 2017
There are a number of steps that can be taken by organizations seeking to obtain a holistic view of their customers. It may prove to be a long process, but it will be worth it in the end. Read More.
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