Mon.Feb 06, 2017

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Customer Journey Management – it’s not just about the mapping!

ijgolding

Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! As with any profession, it is defined by a number of competencies, tools, techniques and methodologies that are recognised and practised by thousands of specialists around the world. It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’ There is no one way of doing anything when it comes to Customer

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Focus on the Negative Experiences to Get Positive Results

Experience Investigators by 360Connext

Recent data from InMoment revealed how missing expectations for customers has a greater impact than meeting or even exceeding those expectations. So while you might be doing your best to provide those wow moments for your customers, your competitors might win by simply not disappointing them with negative customer experiences in the first place. What […].

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Data Snapshot: CX Expectations and Plans for 2017

Experience Matters

Temkin Group just published a data snapshot, Customer Experience Expectations and Plans for 2017. This annual research effort shows an increase in focus, effort, and spending on customer experience in 2017. Here’s a description of the data snapshot: In December 2016, Temkin Group surveyed 165 respondents – each from a company with $500 million or […].

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3 CX Lessons To (Re)Learn From The 2017 Super Bowl Ads

Kerry Bodine

In 2017, brands shouldn’t be fumbling around to pull off a successful Super Bowl ad. And yet, errors and missed opportunities abounded in last night’s game. Here are three lessons that marketers and customer experience professionals (and the advertising agencies they turn to for advice) still need to learn: Stress test your friggin website! 84 Lumber ’s ad about immigration encouraged the Super Bowl’s 100+ million viewers to visit journey84.com to watch the portions of the ad deemed too controve

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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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Data Snapshot: CX Expectations and Plans for 2017

Experience Matters

Temkin Group just published a data snapshot, Customer Experience Expectations and Plans for 2017. This annual research effort shows an increase in focus, effort, and spending on customer experience in 2017. Here’s a description of the data snapshot: In December 2016, Temkin Group surveyed 165 respondents – each from a company with $500 million or […].

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“Pianos On Fire” Customer Service

Wired and Dangerous

Jerry Lee Lewis (aka, The Killer) has been a wild country music singer performing for over sixty years! His performances continue to electrify with acrobatic boogie-woogie piano playing and wall-to-wall non-stop passion. Having attended his concerts more than once, I have watched him amaze huge audiences with his talent, versatility and willingness to be experimental.

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Moving from Support to a Career in Success

Amity

Say you’ve built a career supporting customers. It’s what you enjoy, or in the least have fallen into. Now, you are continuously hearing buzz about Customer Success, and you are wondering, “What does it take to make that jump into that world?” If you were to draw a venn diagram on what makes a Customer Support and Success Professional effective, there would be a definite overlap, so it is not unprecedented to think this could be a natural career move.

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5 Top Customer Service Articles For the Week of February 6, 2017

ShepHyken

Each week I read a number of customer service 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. 11 Reasons Why Customer Advocacy is the Bedrock of Your Business by Robbie Richards. (JitBit) In this post, we’ll be discussing the importance of customer advocacy and why you must get on board, or else risk weakening the bedrock of your business.

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Your Service Experiences – By Design or By Chance?

Middlesex Consulting

We design our products. We design our organizations. We spend an inordinate amount of time and money designing our software. But, do we design our services? If we were honest, most of us would answer NO! This is unacceptable because as Thomas Stewart and Patricia O’Connell write in their 2016 book “Woo, Wow, and Win” . “A company’s job is to design and deliver delight on its own terms, by fully meeting the expectations of customers.” Think about this; cons

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The State of Customer Onboarding 2024

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.

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The Complete Guide to Acceptable Survey Response Rates

Genroe

So, what IS an acceptable survey response rate for a customer feedback survey: 1%, 15% 50%? It’s a question I am often asked. Here’s one I received recently: …if I have two NPS of two different cinemas in January. Cinema 1: Spectators: 18509. Survey responses: 17. Responses percent: 0,1%. NPS: 76. Cinema 2: Spectators: 44190. […]. The post The Complete Guide to Acceptable Survey Response Rates appeared first on Genroe.

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Forbes: Does Improving Customer Experience Drive Revenue?

Topdown

Writing for Forbes, in an article entitled “ This Is Not An Alternative Fact: Improving Customer Experience Can Increase Revenue ,” Steve Olenski (@steveolenski ) gives us an enhanced perspective on the recently released Forrester report “ Drive Revenue with Great Customer Experience, 2017 ” by interviewing Forrester analyst and report author Maxie Schmidt for further insights.

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Webinar: Practical Survey Analysis in Excel

Genroe

Excel is a very functional tool and it has the advantage of being on everyone’s desk. While there are many advanced statistical packages out there you don’t need them to perform a detailed and comprehensive analysis of your survey data. In this one hour webinar we will share, using Excel: How to design your survey […]. The post Webinar: Practical Survey Analysis in Excel appeared first on Genroe.

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Make Sure Your Language Doesn’t Invite Escalation

Myra Golden

I blocked off yesterday afternoon to listen to a random sample of recorded phone calls between customer service representatives and customers (patients and providers) for my client. I’m preparing to deliver a full-day De-escalation workshop to this group in a couple of weeks. One of the things I noticed is that some of the employees have a tendency to use language that opens the door for escalations.

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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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Best Super Bowl 2017 commercials. Event by the numbers

LiveChat

The 51st championship game of the National Football League is the thing of the past. Patriots finally won with Falcons (we all thought that Falcons would win for the first time in their history!), Lady Gaga opened the halftime show, and we’ve seen this year’s best commercials. Want to know something more about the whole event? Well, Super Bowl Live!

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The Smart Home Race: Who Will Win?

Natalie Petouhof

Tweet Here are three main smart home contenders: Apple’s HomeKit. Amazon’s Echo, Tap and Dot and. Google’s Home. The main issues? Consumer confusion, which adoption follows. There is, unfortunately, technological fragmentation within the connected home ecosystem. Currently, there are many networks, standards, and devices being used to connect the smart home, creating interoperability problems (the ability of a system or a product to work with other systems or products without special effor

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The how and why of building UX teams from scratch

dscout People Nerds

A People Nerds interview with Natalie Hanson.

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Facebook’s Artificial Intelligence Has The Ability to Search Photos by Content

Natalie Petouhof

Tweet The term artificial intelligence was coined 60 year ago. But now its starting to deliver. Lumos’s computer vision platform was initially used to improve the experience for visually impaired members of the Facebook community. Lumos is now powering image content search for all users. What does this means to you? You can now search for images on Facebook with key words that describe the contents of a photo, rather than being limited by tags and captions.

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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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To Fly To Charge

Smith+co CX

Last week I flew to Helsinki to present a Customer Experience Masterclass. Because the sector length is reasonably short, I booked economy with British Airways. I haven’t flown down the back in BA for a while and so I was surprised to discover that the airline is now charging for food and drink; something I would expect on a low-cost carrier like Ryanair but not on a premium brand like BA.

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Why Speech Analytics Is a Must Have

Verint

Speech Analytics (SA) was introduced to the call or contact center a decade or so ago. SA transcribes and analyzes audio in every phone call to discover powerful, rich actionable insights. It has now reached a stage akin to how other contact center technologies such as Quality Management (QM) and Workforce Management (WFM) are viewed as must-haves by contact centers.

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On UX research at start-ups and asking "why"

dscout People Nerds

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How To Use Our FREE Journey Mapping Template

Kerry Bodine

When you’re developing your journey maps, it’s important to remember that one journey map template will not meet all your needs. You need to tweak (or sometimes completely redesign) your journey map based on two key considerations: What kind of story you want to tell. You might want to show the pain points and highlights in your customer journey. But that’s a different story than, say, trying to show how often customer cross channels or how often they interact through digital touchpoints.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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The Happiest Way to Spend Your Money in 2017

Beyond Philosophy

A lot of people give the millennial generation a hard time, but when it comes to customer experience, the millennials’ thinking is spot on. While we older folks spent our 20s and 30s buying new couches, bigger houses and fancier kitchen gadgets, millennials are spending their money on concerts, vacations and dinners with friends. In a survey for the event promotion site Eventbrite, 78 percent said they’d rather spend their money on an experience or event than a product.

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Why Our FREE Journey Mapping Template Looks the Way It Does

Kerry Bodine

When you’re developing your journey maps, it’s important to remember that one journey map template will not meet all your needs. You need to tweak (or sometimes completely redesign) your journey map based on two key considerations: What kind of story you want to tell. You might want to show the pain points and highlights in your customer journey. But that’s a different story than, say, trying to show how often customer cross channels or how often they interact through digital touchpoints.