Customer Bliss

MAY 10, 2017

Guest post by Blake Morgan, Customer Experience Futurist, Author, Speaker. For a customer experience program to be effective, the most senior leaders at the company must take ownership of the program. But unless the CEO appoints a chief customer officer, a chief customer experience officer, or even a chief marketing officer who is empowered to get things done for the customer, it’s hard to say who will lobby for the customer across the organization.

Chief Customer Officer 179

Chief Customer Officer Customer Experience Wireless Study 179

Experience Matters

MAY 10, 2017

Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. How? By mastering Four Customer Experience Core Competencies. This video provides an overview of one of those competencies, Compelling Brand Values, where the goal is to deliver on your brand promises to customers. Here Are Three Steps to Compelling Brand […].

Brand Values 149

Brand Values Video Brands Customer Centricity 149

CX Journey

MAY 10, 2017

Image courtesy of Pixabay What motivates you to go to work every morning? What drives you to do good work every day? What motivates you to want to work for your employer every day? What are the things that your manager and your executives do that encourage you to work hard for them every day? What motivates your staff? Do you even know? Have they ever shared with you what their motivators are?

Leadership 145

Leadership Employee Experience Feedback Customer Experience Design 145

Vonage

MAY 10, 2017

I came across an interesting article recently recapping many of the current themes and trends being discussed in customer experience. The article is ostensibly a recap of Sprinklr’s Digital Transformation Summit , held recently in Nashville. If you’re unfamiliar with Sprinklr — it’s not quite a huge name in enterprise circles yet — it’s a social media management and automation tool that’s gained a lot of traction.

Social Media 120

Social Media Policies Course Metrics 120

Advertisement

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Beyond Philosophy

MAY 10, 2017

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. But how can I be loyal to Florida grocer Publix and also their competitor Winn-Dixie? Can I be loyal to American, United and Delta? To Starbucks and the coffee shop down the street?

Loyalty 138

Loyalty Loyalty Programs Airlines Rewards Programs 138

Aveus

MAY 10, 2017

We encounter many business to business clients who have realized “what got them here is not what is going to get them there.” One of the consistent themes that emerges regardless of industry is that over time, B2B companies often develop a portfolio of customers with different requirements. As illustrated in the grid below, we find that there are often certain characteristics associated with clients who are satisfied with a “vendor” relationship vs. those that are seeking a partner to “advise”

B2B 100

B2B Strategy Exercises Healthcare 100

ShepHyken

MAY 10, 2017

I recently checked into a hotel in Chicago. The front desk clerk was so enthusiastic. Upon checking me in she stated, “I’ve put you in the best available room.” I was only there for one night, so I thought she was upgrading me. To match her enthusiasm, I responded, “I bet that room has a view of the ocean and the beach!” Of course, there’s no ocean or beach in Chicago.

Hotels 102

Hotels Customer Service Training Course Training 102

Helen Dewdney

MAY 10, 2017

Hi. If you came here from my appearance on Rip Off Britain talking about how to complain to hotels. Here’s some advice and useful links. Complain at the time. This is important because there is an onus on the consumer to be reasonable as well as the trader. If the matter were to go further you will need to show that you provided the trader an opportunity to put matters right.Ask to see the manager.

Hotels 78

Hotels Consumers Tips Management 78

PeopleMetrics

MAY 10, 2017

From business books to classic literature, much has been written about the necessity of visualizing your destination and defining your target. Take, for example, this classic back-and-forth between Alice and the Cheshire Cat: If you're trying to achieve growth for your bank, it should come as no surprise that you need to set clear goals for improving customer experience.

Customer Experience 60

Customer Experience Banking Metrics Customer Centricity 60

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

eGain Blogs

MAY 10, 2017

We are pleased to inform you that eGain just debuted in the Gartner CRM Customer Engagement Center Magic Quadrant (CEC MQ) for 2017, appearing as a “Niche Player”. If you are a Gartner client, you can access it on www.Gartner.com. eGain is no stranger to the magic quadrant. We have been a perennial leader in the web customer service MQ. Web customer service is a subset of digital engagement, eGain’s area of focus for over 15 years.

CRM 64

CRM Customer Engagement Engagement B2C 64

Amity

MAY 10, 2017

A wise mentor of mine told me years ago: “Don’t expect what you don’t inspect.” His point was that it’s not enough to set goals, objectives, and targets for a team - it’s also necessary to measure how you’re doing against what you’ve planned and communicated. If you can’t measure your team, how do you know if you’re making progress?

Measurement 54

Measurement Net Promoter Score Effort Score Guidelines 54

Topdown

MAY 10, 2017

We'll be exhibiting May 10th and 11th at the Blue Cross Blue Shield 2017 National Summit in Orlando, Florida. Our focus will be on how INTOUCH ® , our new cloud-based Customer Communication Management (CCM) solution, improves the health payer plan member experience.

Communication 48

Communication Customer Experience Management Customers 48

Helen Dewdney

MAY 10, 2017

Record fine for firm behind nearly 100 million nuisance calls. A company behind 99.5million nuisance calls has been fined a record £400,000 by the Information Commissioner’s Office (ICO). Keurboom Communications Ltd, a company behind 99.5 million nuisance calls has been issued the ICO’s highest ever nuisance calls fine after more than 1,000 people complained about recorded (also known as automated – calls). £400,000.

Comparison 56

Comparison Government Report Communication 56

Advertisement

Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

Bold360

MAY 10, 2017

According to Forrester Research , customer experience (CX) is “how customers perceive interactions with your company.” They believe that customers need to see your brand as “useful, usable and enjoyable.”. If we break this down, it’s immediately apparent that this isn’t the same as customer service. While customer service might start and end with a conversation between staff and consumer, (whether that’s in store, online or by support channel) consumer experience encompasses everything about the

Customer Experience 49

Customer Experience Multi-Channel Social Media Self Service 49

eGain Blogs

MAY 10, 2017

We are pleased to inform you that eGain just debuted in the Gartner CRM Customer Engagement Center Magic Quadrant (CEC MQ) for 2017, appearing as a “Niche Player”. If you are a Gartner client, you can access it on www.Gartner.com. eGain is no stranger to the magic quadrant. We have been a perennial leader in the web customer service MQ. Web customer service is a subset of digital engagement, eGain’s area of focus for over 15 years.

CRM 40

CRM Customer Engagement Engagement B2C 40

emcien

MAY 10, 2017

Companies are in a transition period. They are recognizing that the key to their success is bridging the gap between their data and how they work. How does it work today? Users still have to hunt around to find the relevant data and figure out what to do next, and then further navigate around in their existing workflows and applications to make an impact.

Analytics 40

Analytics System Measurement Examples 40

Confirmit

MAY 10, 2017

I’ve just switched energy supplier. I know – brace yourselves. Well, it felt like the right time as this year’s ‘deals’ from our previous supplier did not seem as good as previously. So after the fun of researching options, (I used to have a life!) we picked an alternative. We completed the online form and off we went. A week or so later I was prompted by email for a meter reading from the new supplier, which made sense.

Customer Journeys 40

Customer Journeys Insurance Survey Feedback 40

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.

Retail

Verint

MAY 10, 2017

In today’s organizations, the pressure to stay competitive and produce is immense. With the day-to-day work as time-consuming as it is, some employees may need some help putting their daily tasks in the context of enterprise-wide CX strategies. That’s what I discuss in my new blog for Customer Think this month —why it’s important to have middle management embrace CX initiatives.

Management 36

Management How To Consumers Strategy 36

dscout People Nerds

MAY 10, 2017

A People Nerds interview with Christian Madsbjerg.

45

45

delighted

MAY 10, 2017

Selecting the precise moment in which to solicit feedback from your customers can have a huge impact on both the quality and quantity of the feedback you receive. Survey too early and your customers may not have a full story to tell. Survey too late, and you lose the raw emotion felt during the experience, as well as those critical details that tend to fade away over time.

NPS 41

NPS Survey e-support Hotels 41

Clarivate

MAY 10, 2017

OAKLAND, Calif. – May 10, 2017 – PRLog — CustomersFirst Now, LLC (CFN), the leader in Customer Experience (CX) implementation and Journey Mapping software, is announcing major new features in their CFN Insight software during the Gainsight Pulse 2017 conference this week: the CFN Customer Journey Dashboard , the CFN Action Scorecard , and the CFN Emotion Ratings report.

Customer Journeys 40

Customer Journeys Conference Customer Success Software 40

Advertisement

Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

transcosmos Information Systems

MAY 10, 2017

Customers have grown accustomed to speed and immediate solutions because of the conveniences offered by technology today. In fact, many studies have shown that customers want their questions answered and their problems resolved quickly. Here are a few notable ones: Four out of ten customers expect an email response from customer support within 6 hours. ( Forrester Research ).

Self Service 59

Self Service Knowledge Base Social Media Study 59

ClientSuccess

MAY 10, 2017

Lonnie Mayne is the president of InMoment , a cloud-based customer experience (CX) optimization platform that helps brands leverage customer stories to inform better business decisions, and create more meaningful relationships with their customers. Lonnie kicked off his presentation at the CS100 Summit with sincerity by sharing how InMoment is passionate about a “red shoes” concept, as he calls it.

Customer Success 40

Customer Success Customer Experience Culture eBook 40

transcosmos Information Systems

MAY 10, 2017

Customers have grown accustomed to speed and immediate solutions because of the conveniences offered by technology today. In fact, many studies have shown that customers want their questions answered and their problems resolved quickly. Here are a few notable ones: Four out of ten customers expect an email response from customer support within 6 hours. ( Forrester Research ).

Self Service 48

Self Service Knowledge Base Social Media Study 48