InMoment XI
MAY 22, 2017
MaritzCX was recently mentioned in an article by Bob Thompson on CustomerThink. In his article entitled, “Voice of the Customer Industry Trends: Consolidation, Disruption, and the Rise of Real-Time Action,” Bob talks about five trends that are becoming more prominent in the VoC industry—convergence and consolidation, multi-channel VoC platforms, cross-channel triangulation, real time action, and.
Steve DiGioia
MAY 22, 2017
This original article was written by Steve DiGioia. How can “kids” brought up with immediate access to information and short attention spans provide the service experience our “older” generation expects? Good question…. I remember watching old black and white movies where the “old guys”, sitting in front of the barber shop, would complain about the kids of today not having the same respect for others or the work ethic as they did.
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InMoment XI
MAY 22, 2017
MaritzCX was recently mentioned in an article by Bob Thompson on CustomerThink. In his article entitled, “Voice of the Customer Industry Trends: Consolidation, Disruption, and the Rise of Real-Time Action,” Bob talks about five trends that are becoming more prominent in the VoC industry—convergence and consolidation, multi-channel VoC platforms, cross-channel triangulation, real time action, and.
Uniphore
MAY 22, 2017
Today’s modern, tech-savvy customers are becoming increasingly demanding in their quest for a great customer experience. They expect to be able to shop anytime, anywhere and from any device easily, and if your brand is not fulfilling these expectations, you won’t survive. Therefore, one of the critical aspects of any customer service strategy today is to deploy an Omnichannel sales and customer service approach that provides customers with an integrated experience across all channels, including
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Experience Matters
MAY 22, 2017
In yesterday’s NY Times, there’s an excellent article, We Aren’t Built to Live in the Moment (written by Martin Seligman and John Tierney). It discusses how human beings process information, and the emergence of a new field called prospective psychology. Here’s a very simplified summary of what it says… Human beings: Are distinctive from other species in our […].
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Matters
MAY 22, 2017
In yesterday’s NY Times, there’s an excellent article, We Aren’t Built to Live in the Moment (written by Martin Seligman and John Tierney). It discusses how human beings process information, and the emergence of a new field called prospective psychology. Here’s a very simplified summary of what it says… Human beings: Are distinctive from other species in our […].
Beyond Philosophy
MAY 22, 2017
With online shopping, transactions and communication as prevalent – and as easy – as it is today, it can often be tempting to focus most of your Customer Experience efforts on getting your virtual presence right. When many of your customers will engage with you solely on a virtual platform, it can make sense to favor it. However, neglecting your brick-and-mortar experience can lead to inconsistent CX and online backlash.
Wired and Dangerous
MAY 22, 2017
Night lights come in many forms and styles. The one in the room where Chip’s granddaughters sleep when they come for a visit looks like a pink princess crown. We have a friend who is an avid bird watcher—every night light in his house is a different bird. We once saw a night light in a bar that put a Christmas bubble light behind a picture of a guy drinking a mug of beer.
ReviewTrackers
MAY 22, 2017
“We care deeply about our customers.” Or: “We ❤️️ our customers.”. We’ve seen a number of companies use either of these taglines or some other similarly customer-focused phrase in order to profess their undying, indissoluble love for their customers. They pop it into their marketing materials, business cards, staff lapel pins, About Us pages, social media bios, e-mail signatures, what-have-you.
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Experience Matters
MAY 22, 2017
Filed under: Customer experience.
ShepHyken
MAY 22, 2017
Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 5 Fun and Inexpensive Customer Appreciation Ideas by Aja McClanahan. (Fundera) Customer appreciation doesn’t have to be complicated or expensive.
Customers That Stick
MAY 22, 2017
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Esteban Kolsky
MAY 22, 2017
Title: 10 Breakthrough Technologies 2017: Reinforcement Learning. Link: [link]. Source: surfin’ Why has reinforcement learning recently become so formidable? The key is combining it with deep learning, a technique that involves using a very large simulated neural network to recognize patterns in data. My Perspective on this: This is a good article not only for what it covers but a few things that I inferred from it: Why is it that the ultimates test for any AI technique, tool, or program
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Think Customers
MAY 22, 2017
Content may be king, but it needs data insights to strengthen its reign. Such was the strategy Lindsay Roy, vice president of greetings marketing at Hallmark, outlined at the Mobile Marketing Association’s Leadership Forum. During an on-stage presentation, Roy explained how Hallmark, a more than 100-year-old company, is investing in data science and analytics to make sure that its messaging continues to resonate with customers.
dscout People Nerds
MAY 22, 2017
Umi Hsu on making culture meaningful and equitable.
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