Thu.Mar 16, 2017

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Examining 10 Emotions, 8 Interactions, and Resulting Loyalty

Experience Matters

Any regular reader of this blog likely knows that emotion is a key topic for Temkin Group. We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends. As part of our push to drive more detailed discussions about emotion, we examined the emotions that consumers feel after specific interactions. It turns out that […].

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Your Customer Journey Map Looked So Good You Had to Frame it…

InMoment XI

I will never forget it. This prospective customer was so excited to show it to me. He had hired a graphic artist to take the journey map they had created and turn it into this beautiful rendering that he had framed and hung on the wall. I had to agree, it was stunning. The stages, View Article.

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How does a customer-focused CEO make decisions?

Customer Bliss

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. Because the C-Suite as a whole tends to make dozens (if not hundreds) of decisions in a given week, having an understanding on what specific decision-making styles make for leaders with a stronger customer focus is going to be helpful as you grow your own business.

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Your Customer Journey Map Looked So Good You Had to Frame it…

InMoment XI

I will never forget it. This prospective customer was so excited to show it to me. He had hired a graphic artist to take the journey map they had created and turn it into this beautiful rendering that he had framed and hung on the wall. I had to agree, it was stunning.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Automated NPS surveys from HubSpot with AskNicely

AskNicely

Because happy customers really are your best marketing tool. Gathering customer feedback in real-time enables a business to be faster and more agile in the way they grow and adapt. Unfortunately for many businesses, the very technology that makes the collection of customer feedback possible is also what makes it hard to act in real time. Customer feedback often ends up being collected sporadically and once you’ve got it, it’s often too late to react.

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CX Journey™ Musings: No #CX Budget? No Problem!

CX Journey

Image courtesy of Tax Credits No customer experience budget? No problem! As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I'd compile a few ideas on how to move beyond the "no budget" excuse and make improvements that cost little to nothing. After reading that last post, did you feel like it was all gloom and doom?

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4 Effective Ways to Run Your Remote Customer Service Team

PeopleMetrics

Having a remote customer service team for your company brings its own unique benefits and challenges. Your company can provide customer service using the power of the web, without employees coming into the office, so it saves on the costs of space and equipment. But to successfully manage a remote customer service team, you need to figure out how you can set up shifts for optimal coverage over the entire day, how to maximize everyone’s productivity and how to avoid having issues slip through the

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Relationships Matter in Customer Experience

ReviewTrackers

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Customer experience writer Blake Morgan notes that the companies that build personalized relationships will succeed. Subscribe to receive these stories and more every week in your inbox. Email *. Email This field is for validation purposes and should be left unchanged.

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Reasons To Choose Philippine Call Center Services

Magellan Solutions

It has been a widely reported fact that the Philippines overtook India as the new number one destination for call center services in the world. While both are progressing, Third World countries, there are strong reasons why Philippine call center services have been preferred over their fellow Asian counterpart. These are the most common reasons why companies worldwide choose to work with call centers in the Philippines over anywhere else: Superior English communication skills.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Digital Experience Architecture Needs Free Flow of Content among Apps

Topdown

Research shows that companies want customer communications management (CCM) to merge with their content management systems and the rest of their digital experience architectures. How that’s going to happen on a large scale is still a bit unclear, but analysts at Gartner, Forrester and other leading firms are beginning to reach a consensus that there definitely needs to be a free flow of content throughout the digital experience (DX) architecture.

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[Free download] The Ultimate Digital Voice of the Customer Buyer's Kit

iPerceptions

Today, customers are in control. The power is increasingly shifting from the brand to the digital customer, which has completely overturned the traditional understanding of the customer journey. This means that digital-empowered consumers often know more about products, services, pricing and reputation than the brands themselves.

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Is Facebook Listening? (And So What If They Are.)

Forrester's Customer Insights

From time to time, an anecdote comes across our desks that, as researchers, we find hard to leave alone. A few months ago, one of these opportunities appeared, and we thought it might be interesting to lift the hood, and show you how we dig into tough research hypotheses and decide if and when to write about them. Here's what happened. Over a period of a few days this winter, we heard from one colleague, then another - 20 in all -- that conversations they'd had IRL ("in real life&qu

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How CX can help media companies boost audience engagement & ad revenue

ForeSee

Media companies are struggling with decreasing ad revenues and slow or declining paid subscriptions — the lifeblood of their businesses. They’ve been focused on the wrong metrics, like page views, The post How CX can help media companies boost audience engagement & ad revenue appeared first on ForeSee.

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2024’s Retail Odyssey: Going Small, Artificial, and Augmented!

Speaker: Kelly Goetsch - Chief Strategy Officer at Commercetools | Jason Cottrel - CEO & Founder at Orium | and guest speaker Brendan Witcher - VP, Principal Analyst at Forrester

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.

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Handling The 3 Simple Reasons Why NPS Is So Difficult In B2B

Waypoint Group

Nearly every company executes customer surveys, and a growing number are calculating a Net Promoter Score. But few are able reap the financial rewards associated with improving their NPS. We know that business thrives with more Promoters and fewer Detractors, so why is an improvement in NPS so difficult in B2B? 1. We use the meaningless word, “Customer” Most B2B […].

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Meeting the Changing Demands of Retail Customers

Talkdesk

Today’s retail customers have so many opportunities to purchase and interact with products. They can visit brick-and-mortar locations, shop at the company website, purchase through third-party subscription box services, try, buy, rent, the list goes on. Every customer buys things their own way, but they’re all looking for the same thing: a shopping experience that feels personalized to them.

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Improving the Accuracy of Schedules

Brad Cleveland Blog

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5 Best Practices for Keeping a Killer Knowledge Base

Kayako

Question: When is a self-service writer a diplomat? Answer: When they are a writing a knowledge base to help customers solve their problems quickly and reduce repetitive conversations with your support team. Writing documentation for a knowledge base is hard. Documentation is more than providing information, it’s goal orientated. To ensure minimal reading and effort for your customers can be a lot of work and pressure for a technical writer!

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Improving the Accuracy of Schedules

Brad Cleveland Blog

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Can I Take Your Order? What We Can Learn from Fast Food Digital Self-Service

Bold360

Gartner predicts that by 2020, 85% of a customer’s interaction with a company will be without human contact. And this isn’t just online. As well as McDonalds, the latest restaurant business to jump on the self-service bandwagon is Wendy’s, with the announcement of 1,000 kiosks arriving by the end of the year to a store near you. CIO David Trimm says one strong reason behind this investment is simply to “enhance the customer experience.

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As a fast-growth disruptor, CX can make and then break you. Here’s how connected VoC listening can maintain your success.

OpinionLab

Today’s business world is a strange and fascinating place, filled with companies hellbent on disrupting long standing industries. They’re founded by people who looked at a ubiquitous aspect of modern life and came up with an idea to make it better (Netflix), cheaper (Dollar Shave Club), easier to buy (Casper) and in some cases, all three (Amazon, Spotify).

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Optimizing the Contact Center: How to Make Every Service Engagement a Success

Stella Connect

Recently, I stumbled upon a terrific article in the Harvard Business Review , “ Kick-Ass Customer Service. ” (The title alone makes the article a must read.) In it, the authors do two things effectively. First, they argue for updating contact center training and management approaches, particularly in the era of customer self-service. Second, they make the case (based on their study of more than 1,400 contact center agents) that many brands’ assumptions about which type of agent is most effective

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Brick & Mortar Retail Relevance: How to Stay Ahead of the Curve

Speaker: Jay Black, Senior Account Executive

Let's set the record straight: in-store retail isn't dead - it's evolving! Faced with the digital age and the demands of omnichannel shopping, some retailers are thriving while others are struggling to adapt. Join Jay Black in this exclusive session as he explores the strategies that set successful stores apart, including: Crafting unique and unforgettable in-store experiences 🛍️ Mastering the art of retail demands 🛒 Navigating inventory challenges in today's climate 📦 an

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{Infographic} Revisiting Convenience – Lessons from H2O

Michelli Experience