Experience Investigators by 360Connext

SEPTEMBER 6, 2017

I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic approach. Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more!

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Net Promoter Score How To Customer Centricity Metrics 547

Experience Matters

SEPTEMBER 6, 2017

In the report Activating Executive Commitment to CX, Temkin Group introduces a blueprint that CX leaders can use to gain and strengthen senior executive commitment. It’s composed of six levers: Create Vision Clarity, Share Compelling Opportunities, Amplify Emotional Empathy, Feed Intrinsic Motivations, Enable First Steps, and Fuel Ongoing Confidence.

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Infographics Groups Report Chief Customer Officer 244

Kayako

SEPTEMBER 6, 2017

Are you looking to add live chat to your customer support arsenal? If you are evaluating this, you can’t help but pull out a notepad, draw a line down the middle, and write “pros” and “cons” on either side. Except you won’t need to. That’s exactly what we’ve done here for you today! Rather than speculate on what makes a live chat software experience effortless or frustrating, Kayako surveyed 400 anonymous consumers and 100 anonymous businesses to find out what they think of live chat.

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User Experience Wait Times Software Consumers 221

GetFeedback

SEPTEMBER 6, 2017

Happy employees = happy customers. It seems obvious, so why do companies often overlook the employee experience when they focus on the customer experience?

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Employee Experience Customer Experience Company Customers 150

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Communication

Uniphore

SEPTEMBER 6, 2017

Language versus Intelligence. Natural Language Understanding and artificial intelligence are often terms that are used interchangeably when describing virtual assistants, but they are actually two different things. Read More.

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Michelli Experience

SEPTEMBER 6, 2017

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. Save Save. The post {Infographic} It’s Time for Design Thinking appeared first on Joseph Michelli.

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Infographics Consulting Customer Experience Company 113

Beyond Philosophy

SEPTEMBER 6, 2017

When you are improving your Customer Experience (CX), measuring your progress is crucial. Measurement tells you what you are doing right and, perhaps more importantly, what you are doing wrong. The analysis also helps you determine goals for your team and where to focus your efforts. It also helps you allocate proper resources. Fail to measure correctly, and you will have a tougher road to success—or miss the road altogether.

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Measurement Effort Score Consulting Analysis 121

ShepHyken

SEPTEMBER 6, 2017

There’s an old proverb that says, “Outward appearances are not a reliable indication of true character.” In other words, you can’t – and shouldn’t – judge a book by its cover. One of my favorite examples of this is from the movie Pretty Woman starring Julia Roberts and Richard Gere. This classic movie from back in the 1990’s was about a wealthy man, Edward Lewis, on a business trip in Beverly Hills who falls in love with a prostitute, Vivian Ward.

Hotels 0

Hotels Customer Service Training Sales Customer Service 0

ReviewTrackers

SEPTEMBER 6, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: A new report about fan experience from ReviewTrackers reveals that AT&T Park, home of the San Francisco Giants, has the top-rated hot dog. Which Stadium Makes the Best Hot Dog in Baseball? When a fan walks into a stadium, they expect an experience.

Customer Insights 84

Customer Insights Report Meeting Feedback 84

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ROI

Totango

SEPTEMBER 6, 2017

Zendesk is a family of products that helps companies manage the entire customer lifecycle in different ways. They are on a scale that is uncommon for B2B companies, with a $350M run rate, 90K paying customers, and an additional 50-100K free or trial customers at any given time. At Customer Success Summit 2017 , Sam Boonin, VP of Product Strategy at Zendesk, gave a keynote address where he pointed out that “relationships between businesses and consumers are complicated,” because what they want is

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Customer Success Self Service Conference B2B 82

ReviewTrackers

SEPTEMBER 6, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: A new report about fan experience from ReviewTrackers reveals that AT&T Park, home of the San Francisco Giants, has the top-rated hot dog. Subscribe to receive these stories and more every week in your inbox.

Customer Insights 56

Customer Insights Report Meeting Feedback 56

ForeSee

SEPTEMBER 6, 2017

The following email was sent from ForeSee CEO Pete Daffern to all of our employees. Our hearts go out to those affected by Hurricane Harvey. Team: The devastation in Texas caused by Hurricane Harvey is of incredible. The post ForeSee supports those affected by Hurricane Harvey appeared first on ForeSee.

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Company 49

dscout People Nerds

SEPTEMBER 6, 2017

Aryel Cianflone, host of the Mixed Methods podcast, on building a researcher community, the future of UX, and the power of personal stories.

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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

Retail

Talkdesk

SEPTEMBER 6, 2017

This piece was originally written by Gadi Shamia, COO of Talkdesk, for Opentalk magazine. Not too long ago, when a customer needed to contact customer service, they had only one option: to call. They called when they needed to book a ticket, they called when they needed a refund, they called to offer feedback, and they called when the product they purchased stopped working.

Omni-Channel 40

Omni-Channel Communication Hotels How To 40

Verint

SEPTEMBER 6, 2017

Those of us who have been in the workforce for some time can recall the time when 10 to 15 minute breaks were regularly scheduled throughout the day so employees could take a cigarette break. With fewer adults smoking, and work schedules being more fluid, we see fewer regularly scheduled breaks as part of the work day. However, with socially connected millennials and the next generation of workers about to enter the workforce (Generation Z born after the year 2000), employers may need to re-intr

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Social Media Study Analytics Engagement 36

Talkdesk

SEPTEMBER 6, 2017

This piece was originally written by Gadi Shamia, COO of Talkdesk, for Opentalk magazine. Not too long ago, when a customer needed to contact customer service, they had only one option: to call. They called when they needed to book a ticket, they called when they needed a refund, they called to offer feedback, and they called when the product they purchased stopped working.

Omni-Channel 40

Omni-Channel Communication How To Hotels 40

Eptica

SEPTEMBER 6, 2017

Date: Wednesday, September 6, 2017 The changing face of UK customer experience. Published on: September 06, 2017. Author: Pauline Ashenden 3 questions to Neil Titcomb, Regional Sales Director Northern Europe at Eptica Eptica has been serving the UK market effectively for many years , working with customers that include Dixons Carphone, Domestic & General, Hastings Direct, TUI, Debenhams, Capita and Ageas Insurance Solutions.

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Customer Experience Self Service Social Media Insurance 54

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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

Customers

Provide Support

SEPTEMBER 6, 2017

With over 2 billion Facebook users, +700 million Instagram users, and +300 million Twitter users, it’s no longer enough for brands to be merely present on social media. They need to be active and engaging. Today’s customers want their voices heard and problems resolved quickly and effortlessly whenever they reach out to brands on social media. And if brands are not part of the conversation – they will be left behind.

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Social Media Infographics Customer Service Trends 70