Wed.Mar 29, 2017

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Why Values Matter to Your Customers

Customer Bliss

Guest Post by Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. Your character and reputation are a direct reflection of your values. Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. When I was young, I never really thought in terms of honor codes or values. I just knew there were certain things I needed to focus on; to do and to achieve.

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Report: Employee Engagement Benchmark Study, 2017

Experience Matters

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2017. This is the sixth year that we’ve published the benchmark of U.S. employees. The research is based on an online survey on Q3 2016. (Take a look at our Employee Engagement Resource Page). For the sixth year in a row, Temkin Group used the […].

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It’s Your Turn For Voice Search

Storyminers

It’s not them , it’s you. Have you used voice search yet? The answer is probably yes if you’ve got an Amazon Echo or a smart phone. Have you used voice search in your business to improve your customer’s experience yet? The answer is probably no, but it shouldn’t be. The technology it takes so support voice search is readily available. So is what you need to add extra functionality and personalization.

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Apple and Sony Earn Top Customer Experience Ratings for Software Makers

Experience Matters

We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers. Apple and Sony deliver the best customer experience in the software industry, according to the 2017 Temkin Experience Ratings. See our FAQs about the Temkin Experience Ratings.Filed under: 2017 Temkin Ratings, Customer […].

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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It’s Your Turn For Voice Search

Storyminers

It’s not them , it’s you. Have you used voice search yet? The answer is probably yes if you’ve got an Amazon Echo or a smart phone. Have you used voice search in your business to improve your customer’s experience yet? The answer is probably no, but it shouldn’t be. The technology it takes so support voice search is readily available. So is what you need to add extra functionality and personalization.

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200 Amazing Customer-Obsessed Topics and More!

Experience Investigators by 360Connext

I’ll be honest. When we started recording episodes for our Crack the Customer Code podcast, I wasn’t sure if my co-host Adam Toporek and I would have enough to discuss. I mean, how much is there, really, to say about customer experience and customer service? And yet… Week after week, episode after episode…we kept talking! We talked to some super interesting guests who covered everything from what customer service means in non-profits to how artificial intelligence is chan

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Creating a Culture that Delivers Results

CX Journey

Image courtesy of hundrednorth I originally wrote today's post for Clicktools. It was published on their blog on April 26, 2016. I recently came across some research conducted among customer experience (CX) practitioners that found that their #1 challenge this year is creating a customer-first culture. I'm an "employees more first" advocate; so while I understand their point and this challenge, I'd still like to see more focus placed on employees.

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Revealed: 7 Essential Elements For Your Omnichannel Strategy

Beyond Philosophy

Omnichannel means at its foundation, integration. Therefore, an omnichannel strategy could also be called an integration plan. Furthermore, there are seven essential elements to your omnichannel approach that you can’t afford to forget. Forbes once described the omnichannel experience as the point where “ marketing meets ubiquity ,” an apt description.

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Digital Pivoting is Good for your Health

Uniphore

Getting consumers to utilize digital channels to raise queries is something the healthcare industry has struggled with – but this can easily be rectified. Read More.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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{Infographic} Back with an Apology: Rare Rewards of Service Professionalism

Michelli Experience

The post {Infographic} Back with an Apology: Rare Rewards of Service Professionalism appeared first on Joseph Michelli.

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Social Customer Care Cannot Be Ignored

ShepHyken

Just last week I attended Social Media Marketing World in San Diego. So, what does a social media marketing conference have to do with customer service? Plenty! It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version of that. And, if you’ve been following my work, you’ve heard me talk or write about how social media is a viable way to deliver amazing customer service.

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Workshop: Driving CX Transformation (Alexandria on April 25 & 26)

Experience Matters

Filed under: Customer experience.

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What Is An Online Community, Anyway?

Influitive

Quick! What comes to mind when you hear the phrase “online community?” Facebook? LinkedIn? Your company’s support forum? The definition of online community varies depending on who you talk to. Joanne Jacobs, a digital strategist who spoke at a live online session at a past Community Manager Appreciation Day (CMAD), says “Communities are not just.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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Client Success 101: Building Strong, Personal Relationships

Amity

There are many pieces of advice I’ve given to others when posed with questions such as: “How should I start a Client Success team at my business?” or “What should I look for when hiring my first CSM?” Each piece of advice I give is predicated on one of the many unique facets of this new and wonderful business unit we all call ‘Client Success’ What I’d like to focus on in this post is just one of those pieces of advice and, naturally, it is my favou

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Patients want choices, but that doesn’t mean they want to choose

Heart of the Customer

I recently interviewed a specialty health care practitioner on behalf of a health device manufacturer. My client identified him as being less successful in equipping his patients with their device. We walked through the patient experience, from scheduling to the welcome and the examination. He shared his passion for his work, and how great it […].

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Predicting: The Future of Customer Engagement

Tricia Morris

Expectations for customer engagement continue to grow at an exponential rate. According to Microsoft’s 2016 State of Global Customer Service Report which surveyed 5,000 customers across Brazil, Germany, Japan, the United Kingdom and the United States, 72% of customers already.

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Leveraging Customer Support to Optimize Customer Success

natero

Customer Success (CS) is enjoying a lot of attention, particularly in Software-as-a-Service (SaaS) where CS is a critical enabler of renewal subscriptions. Customer Support, by comparison, is perceived as a reactive (and less attractive) break-fix department. While organizationally, Support may be a separate team, it can also play a key role in customers' success, and for organizations willing to lower the silo walls there are significant opportunities for improved Customer Success.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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New Webinar: How to Talk to Customers

Myra Golden

What if the biggest problem with your customer experience was the way your employees spoke with customers? Are your employees ever perceived as indifferent, cold or uncaring? If you called up your own company, mystery shopping as a customer, would you cringe just a little bit at what you heard? If your customer interactions are less than ideal, how would you change them?

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What is HCAHPS? What You Need to Know About Healthcare’s National Patient Feedback Survey

ReviewTrackers

In healthcare, online review sites and social media have quickly emerged as one of the most heavily used platforms giving voice to patient feedback. Often, they also provide accurate online predictions of consumers’ patient experience at hospitals, with research studies having found that patient ratings on widely used, publicly available healthcare review sites significantly correlate with mortality and readmission rates through the industry-standard patient system.

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Benefits Of Outsourcing For Startup Companies

Magellan Solutions

Today’s startup companies operate in a very exciting time. They have almost endless possibilities, with many technological tools working at instant speed, at their disposal. Even society’s perspectives on ways of doing business evolved. Half a century ago, the thought of an entrepreneur working with someone halfway across the globe may sound ludicrous and impossible.

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Young Market Researcher Winners: Visualizing the Future of Market Research

Confirmit

There’s lots of talk these days about the changing landscape of Market Research – from evolving technologies to disruption of traditional processes to new entrants – even Google now on the scene! With this advance of technology, sometimes research best practice gets compromised. Most clients are looking for new ways to get insights with less cost and greater speed.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Service Contract, Warranties, & SLA Management: ServiceMax vs. Service Cloud and Field Service Lightning

Forcivity Salesforce

This is the fourth in our series of reviews of ServiceMax vs Salesforce Field Service Lightning and Service Cloud, the two leading service management software solutions built 100% natively on the Salesforce.com platform. We are comparing ServiceMax and Salesforce products in major functional areas. ServiceMax and Salesforce both have.

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Blurring the Digital and Physical Lines in Research

Confirmit

As technology advances, the line between the physical and digital consumer experience is blurring across all industries. For example, more people are shopping online than ever before. Even inside brick-and-mortar stores, 82% of shoppers consult their smartphone regarding purchases they're about to make. And, it’s not just in retail. Digital banking capabilities have moved an increasing number of transactions from local branches to desktop or hand-held devices.

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Guest Post: How to Run Your Business Exclusively in the Cloud

Natalie Petouhof

Tweet Choosing to move your business exclusively to the cloud isn’t just a matter of being in good company, as a majority of organizations start making the shift. Working in the cloud, though, will also become the norm for your clients, who are accustomed to doing everything from holding meetings to managing projects with cloud-based tools. Now, moving to the cloud doesn’t have to be complicated.

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Transformational Change. Seriously?

Confirmit

Transformational Change, a worthy goal indeed! But seriously, is it achievable? How do we as Customer Experience (CX) practitioners, help our organizations understand that a CX program CAN support transformational change, seriously! So, what does it mean and how do you deliver on this promise, using feedback from customers, employees, and others as the catalyst for change?

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Why You Are Not As Good At CX As You Think You Are

The DiJulius Group

In Denial Bain & Company, a business-consulting firm, asked leaders of 362 companies if they felt their companies delivered superior customer service. 80 percent believe that the service they provided was indeed superior. What these companies didn’t know was at the same time, Bain & Co. was surveying over 3,000 customers, asking them if they […].

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Verint Speakers: The Value of Customer Experience and Using Web and Social Media Intelligence to Enhance Security

Verint

Chief Customer Office Melbourne. April 4-5; Melbourne, Australia. Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present “The Contact Centre: Your Secret Weapon in Delivering Exemplary Customer Experiences” at 10:25 a.m. AEDT on April 4. Riddle will discuss how equipping your contact center employees with the right solutions will help enable them to provide the best customer experiences possible to maintain customer loyalty.

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{Infographic} Back with an Apology: Rare Rewards of Service Professionalism

Michelli Experience