Mon.May 01, 2017

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Report: The State of CX Management, 2017

Experience Matters

We just published a Temkin Group report, The State of CX Management, 2017. For the eighth straight year, Temkin Group has evaluated the state of Customer Experience (CX) management at large companies. It includes a lot of details about customer experience within large organizations and examines their effectiveness across Temkin Group’s Four CX Core Competencies: […].

Report 181
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What’s Your Idea of Perfect Service?

Steve DiGioia

This original article was written by Steve DiGioia. What do your customers expect from you? Do you live up to their expectations or only reach your own perceived “ceiling” of service? Are you “good enough”? Maybe. But good enough for whom? Once we believe we have little to learn about the needs of our customer we no longer deserve their business – and shouldn’t expect it.

Trends 187
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The Complete Guide to Survey Question Types

GetFeedback

A complete guide to survey question types, including when to use them, how to frame them, and interactive examples you can try out yourself.

Survey 150
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New Customer Experience Workshops Announced!

Kerry Bodine

I’m excited to announce two additions to our 2017 workshop lineup! NEW! Brand Experience. August 22 in San Francisco. We’ve taken the best of our Designing Brand Experiences consulting offering and compressed it into a one-day workshop. In this interactive workshop, we’ll help you examine your organization’s brand from the outside in and analyze how it’s currently expressed to customers across their entire journey.

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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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New Research Reveals Lack Of Customer Understanding

Beyond Philosophy

Most organizations realize Customer Experience is vital to their competitive differentiation. But they don’t do anything about it, at least not anything with real impact. My co-author Professor Ryan Hamilton and I shared seven imperatives for taking customer experience to the next level in The Intuitive Customer. Designed to help navigate the new thinking in the new world, the imperatives provide a starting point for developing a future customer experience.

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The Importance of Onboarding Employees

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Video 114
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The Three Primary Jobs Of Business Leaders

Middlesex Consulting

We are all trying to improve how we do our jobs. That is just the way we are programmed. And if part or most of our job involves dealing with customers, we then have an extra challenge – figuring out what they are trying to accomplish. Harvard Professor Clayton Christensen calls this “the job-to-be-done.” We will not be successful in creating, designing, and commercializing new services until we can communicate how they will help our prospects and customers improve the outcomes

B2B 60
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Industry Experts Praise INTOUCH from Topdown: Cutting-Edge Digital-First Customer Communications Management Solution Simplifies and Improves Employee and Customer Experience

Topdown

New Cloud-Based Solution Connects Customer Communications to Digital Customer Experience (CX) Architecture; Recognized by Industry Experts for Great User Experience.

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Take Our Sons and Daughters to Work Day 2017

Confirmit

On April 27, 2017 Confirmit’s New York City office joined thousands of American businesses to participate in Take Our Daughters and Sons to Work Day. This is a nationally recognized event that encourages girls and boys across the country to dream without gender limitations and to think imaginatively about their family, work, and community lives.

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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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The Retail Mullet: What Amazon’s new stores will look like | VentureBeat

ForeSee

Amazon is an undisputed leader in digital retail, but soon the online giant will venture into the realm of physical stores. This isn’t so much a choice for Amazon as it is a necessity if the company plans to remain a leader in retail. Modern retailers need an omnichannel strategy that understands and caters to every channel that customers shop in. So what will these physical stores look like?

Retail 40
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Verint Speakers: Changing the Game through Customer Focus and Insights for Stronger Loyalty

Verint

CX Sydney 2017. May 9; Sydney, Australia. Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present as part of a panel called “Customer-Obsessed Game Changers” at this Forrester event at 2:50 p.m. AEST. Attendees will hear from a group of digital CX leaders who will discuss how traditional enterprises can challenge conventional notions of commerce and customer experience; how cultures and organizations need to adapt to the digital economy; and how their marketers and technolo

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5 Top Customer Service Articles For the Week of May 1, 2017

ShepHyken

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. 1 simple reason why every business should be on Twitter by Mark Shaw. (Mark Shaw) I got into some Twitter banter with a friend from Twitter, Gregg Weiss @greggweiss at the top of Greg’s profile is his pinned tweet.

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Resurrecting Your Inactive Accounts

Amity

The dreaded inactive account. You call, you email, you text, you send a carrier pigeon and nothing. No response. Aside from singing the chorus to Adele’s “Hello” - “I must have called a thousand times to tell you I’m sorry for everything that I’ve done but when I call you never seem to be home” - on their voicemail, what’s a CSM to do?

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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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The Value of Listening: How feedback can be an opportunity to bring brand image to life

COPC

A recent article on Inc.com highlighted a truth that we at COPC Inc. have been promoting since our beginning — companies can always get better at delivering on their brand promise by listening to their customers. The article, which can be found here , focuses on the story of 5-year-old Alice Jacob. Alice sent a letter to her favorite clothing store, GapKids, letting them know she wished their store carried a wider variety of clothes for little girls other than “just pink and princesses and stuf

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Customer Anger Triggers and Ways to Defuse Them [Infographic]

transcosmos Information Systems

If you’re in technical support services , you probably know how it feels to deal with irate customers who come forward and discuss their woes. Speaking to a complaining client can be a dreadful situation, and may take a lot of patience, persuasion, and self-control on your part to make a fuming customer calm down. Resolving conflicts with customers is not easy.

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Customer Anger Triggers and Ways to Defuse Them [Infographic]

transcosmos Information Systems

If you’re in technical support services , you probably know how it feels to deal with irate customers who come forward and discuss their woes. Speaking to a complaining client can be a dreadful situation, and may take a lot of patience, persuasion, and self-control on your part to make a fuming customer calm down. Resolving conflicts with customers is not easy.