Wed.Mar 01, 2017

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CX, Social Media, and Democracy

InMoment XI

One trait that sets humans apart is our drive to make sense of things. We do this so we can comprehend our shared history and make plans for the future. As professionals, we do this so we can assess the state of our businesses and strategize for growth. The new year is a time of. View Article.

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Waterstones – Is it right to do whatever it takes to improve the business AND the Customer Experience?

ijgolding

I like writing articles that pose a question in the title. When I read articles written by others who also use this technique, I am very tempted to answer the question before reading any further. If you have done just that on this occasion, what was your answer? If you answered ‘yes’; or, ‘of course’; then you are in agreement with me.

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How Social Media Affects Democracy

InMoment XI

One trait that sets humans apart is our drive to make sense of things. We do this so we can comprehend our shared history and make plans for the future. As professionals, we do this so we can assess the state of our businesses and strategize for growth. The new year is a time of.

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Blue Ocean Contact Centers Wins Bronze Stevie® Award in 11th Annual Stevie Awards for Sales & Customer Service

BlueOcean

Canadian Contact Center Recognized Alongside Top International Sales and Customer Service Organizations at Las Vegas Award Ceremony. Blue Ocean Contact Centers, an outsourced Canadian contact center providing high quality solutions for complex customer care requirements, won the Bronze Stevie® Award in the Customer Service Team of the Year – Recovery Situation category at the 11 th annual Stevie Awards for Sales & Customer Service.

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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 Impact of a Customer-Centric Culture Transformation

CX Journey

How do you know if the work you're doing to transform your company's culture is effective and is making an impact? Customer experience professionals fight hard for the customer and are often challenged when it comes to making the case for improving the customer experience and transforming the company culture to be customer-centric versus other, more easily quantifiable company initiatives.

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Why You Love Super Bowl Ads But Hate Shopping!

Beyond Philosophy

Even if you didn’t watch the Super Bowl, you probably checked out this year’s commercials. I certainly did. I laughed out loud at Melissa McCarthy pratfalling her way through environmental causes in an ad for Kia’s Niro hybrid. And no matter what you thought of the controversial 84 Lumber commercial , it was hard not to be touched by the hopeful face of the little girl setting off on a long journey.

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5 Ways to Surprise and Delight your Customers

Joe Rawlinson

Have you ever been treated to an unexpected gift from a company? It may have been money off your next purchase or a complimentary upgrade. Whatever the case, think about how that made you feel. Pretty happy right? A simple gesture can go a long way when it comes to keeping your customers loyal. Here are 5 practical ways that you can surprise and delight your customers. 1.

Fashion 83
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5 Necessities of an Effective Closed-Loop Customer Feedback Program

PeopleMetrics

If you’ve been keeping up with this series, you're familiar with the idea of gathering continuous customer feedback. But it's important to note the changing environment for how that feedback is handled. Traditionally, customer satisfaction surveys have focused on collecting aggregate data. In the world of market research, this approach makes sense. It’s statistically accurate, high-level, and shows trending data—all great things for market researchers.

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Anticipatory Customer Service: The Radar O’Reilly Standard

ShepHyken

Some of you may be familiar with the 1970’s and 80’s hit TV show M*A*S*H, based on the novel and movie by the same name. The series premiered in 1972 and played for eleven seasons. While, most refer to the show as a sitcom, some view it more as a “dramedy” than a comedy series because of the heavy dramatic setting, which was a medical unit in the Korean War.

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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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Why Ford is Building an Engaging Customer Experience

ReviewTrackers

In case you haven’t heard, there’s a shift taking place in the automotive industry. After a century of the car being the center of the American dream, a symbol of individual freedom , automotive manufacturers are facing a new challenge. Car sharing, self-driving cars, and urbanization are just some of the trends paving the way for a new kind of thinking about the car in American culture.

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Uncovering Your Customers' Wows and Woes in 10 Steps

PeopleMetrics

Over the last couple of years, our own Kate Feather has had the privilege of speaking at a number of banking and credit union events centered on customer experience. She likes to share a particular data point, as it never fails to stun the audience. It comes from our independent research, which found: 78% of banking executives said that their customer experience had improved in the preceding 12 months. 28% of consumers agreed.

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What Good are Obsolete Strengths?

Andrew Mcfarland

A few weeks ago, I noted that change isn’t required in business, but neither is survival. Let’s assume you’re interested in survival. You may have encountered a SWOT analysis on the job or if you went to business school. The.

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How to Define Your Priorities and Build a Plan for Customer Centricity

PeopleMetrics

The final discipline of growth banking is all about listening and acting on feedback from your customers. This discipline requires an understanding of measure and metrics. It requires a commitment to closed-loop feedback. And it starts with the decision to either build or buy a Voice of the Customer solution for your own organization. But it's important to note: having customer data and following up with individual customer and employee feedback is not enough to move your overall Net Promoter or

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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5 Reasons Why You Should Use Multiple Surveys in your VoC Program

iPerceptions

#1 rule when running a digital Voice of the Customer (VoC) program: Be curious. You’ll often have a laundry list of items for which you want to get your visitors’ feedback so you can optimize your website’s performance. And that’s a good thing; the more curious you are about your visitors’ website experience, the more you will get out of your digital Voice of the Customer (VoC) program.

Survey 60
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Should You Outsource Your Customer Feedback Program or Keep it In-House?

PeopleMetrics

It's clear that listening and taking action on customer feedback is a growth tactic for your bank. But how do you get started with a customer feedback management program? As with most organizational initiatives, you have two options: build or buy. Depending on your needs, building your own customer feedback system may be a real possibility. We've worked with organizations that have successfully built and managed their own programs for years.

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Buying Models Frame Your Customer Experience Approach

Heart of the Customer

Marketing is a critical ally in your effort to build an improved customer experience. They regularly communicate with your customers. If you don’t effectively engage marketing, you’re fighting an uphill battle. They also tend to have influence in the C-Suite, making it even more critical. This may explain why many CX organizations report through marketing. […].

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Four Steps to Quickly and Cost-Effectively Validate Customer Personas

PeopleMetrics

Your staff knows about what motivates customers, what concerns them, how they like to interact with your company, and for what reasons. So why not ask your staff to weigh in on your customer persona work? Presenting your personas to a selection of employees will give you a valuable, insightful perspective. So rather than keep your work to yourself, let them in on your little secret.

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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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Buying Models Frame Your Customer Experience Approach

Heart of the Customer

Marketing is a critical ally in your effort to build an improved customer experience. They regularly communicate with your customers. If you don’t effectively engage marketing, you’re fighting an uphill battle. They also tend to have influence in the C-Suite, making it even more critical. This may explain why many CX organizations report through marketing. […].

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Best Practices for Customer-Centric Decision Making

PeopleMetrics

Great customer experiences don’t just happen. They require deliberate decisions and supporting leadership behaviors. As we mentioned in an earlier section, our research found that adhering to a decision-making process that considers the impact on the customer is one of the practices that separate growth banks from non-growth banks. Let’s imagine that you have defined the experience you intend to deliver.

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Designing an Actionable Customer Health Model

Amity

For anyone who has ever been tasked with building a Customer Success Manager role from scratch , scaling out a Customer Success team, or implementing a Customer Success platform , I am sending a special shout out to you! While you’re at it, give yourself a fist bump, high five, or a bear hug (whichever you prefer). I’ll wait a moment… go ahead, you deserve it.

System 53
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Designing a Customer Feedback Survey That Helps You and Doesn’t Annoy Customers

PeopleMetrics

If you want to grow your bank by acting on individual customer feedback, your success depends upon a fundamental principle—you have to engage and encourage customers to provide feedback. In this regard, we advise our clients to follow the five tenets listed below. Take note of each, because they'll help you maximize the quality and quantity of the feedback you collect.

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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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What’s The Impact of a Shitty Employee Experience on the Customer Experience?

Maz Iqbal

Can you deliver a good-to-great customer experience without paying attention to the employee experience? If you forget theory and look at the practice in large organisations you might just see that the answer is a resounding “Yes!” There is so much talk about the customer experience and in the process a lot of extra work … Continue reading "What’s The Impact of a Shitty Employee Experience on the Customer Experience?".

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Four Key Customer-Centric Disciplines for Growth Banks

PeopleMetrics

Introduction. In directing banks toward continued relevance and future success, banking executives face some tough, complex questions like: How do we avoid commoditization? How do we differentiate in a low-growth, low-margin, competitive world? How do we offer our customers a seamless, easy banking experience? If those weren't challenging enough, the same executives are also tasked with changing regulations, evolving technology, new payment methodologies, and non-traditional competitors entering

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What Differentiates Customer Experience Leaders from Laggards?

Topdown

Writing for The Huffington Post, Sarah Deane of EffectUX ( @effectUX ) gives us “ 8 Reasons Why the Gap Widened Between Customer Experience (CX) Leaders and Laggards in 2016.” Deane is writing in response to Forrester’s US Customer Experience Index report, which we’ve mentioned in the past as a great resource for anyone who wants to know what top CX scorers are doing right and what the laggards are getting wrong.

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Inspiration is waiting for you at C3 2017

Clarabridge

Miami will be hotter than ever when C3 2017 begins in just two months. Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. On May 1-3, CX practitioners, industry experts, and thought leaders will gather at the Fontainebleau Miami Beach to be challenged and inspired. As usual, C3 will feature a healthy mix of hands-on workshops, motivating keynotes, and in-depth presentations.

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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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As Avaya Stadium Turns Three, Avaya Kicks Up its Fantastic Fan Experience

Avaya

I’ve always liked things in threes. Three stooges, Charlie’s Angels, the rule of three (suggests that when things come in threes, they are inherently funnier, more satisfying, or more effective than other numbers of things). And let’s not miss the fact that I have three kids. It’s no different when I think about the important technological evolution of Avaya Stadium, which is turning three years old.

Sports 46
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Two Ways To Engage And Rearrange Your Customers With Trust Fuel

TrustFuel

Making a profit and keeping leads’ attention has become a constant effort in the business world. It seems like we aren’t fighting to attract new leads, but we are scrambling to keep the existing ones, and this is a never-ending cycle. Over the time, the customers’ interest in your business will go down, but there are still some strategies that you can utilize to reel them back in.

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The Eye-Popping ROI Benefits of Customer Journey Mapping

McorpCX

Customer journey mapping continues to gain both traction and increased relevance as organizations around the globe orient towards a more customer-centric way of doing business.