Wed.Jun 13, 2018

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Measuring the customer experience: three key considerations

Eptica

Date: Wednesday, June 13, 2018 Author: Taoufik Massoussi Measuring the customer experience: three key considerations. Published on: June 13, 2018. Author: Taoufik Massoussi Understanding how your company is performing in terms of Customer Experience (CX) is a key part of benchmarking against competitors and identifying areas for improvement. But as analyst Ed Thompson said at the recent Gartner summit , there are over 100 commonly used metrics for measuring CX, ranging from the simple ( Average

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Report: The Customer Journeys That Matter The Most

Experience Matters

Few organizations deliver outstanding experiences to their customers. In fact, only 6% of companies earned an “excellent” score in the 2018 Temkin Experience Ratings. To better understand which types of interactions are most likely to affect the customer’s perception of an organization, we asked customers to identify the most problematic journeys across 19 different industries.

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6 Customer Experience Lessons I?ve Learned as an Experienced CCO

Customer Bliss

If you’ve been listening to, or been a guest on my podcast, The Chief Customer Officer Human Duct Tape Show , then you know that the last question I like to ask is: what do you know now that you wish you knew then ? Often, my guests will already come prepared with answers to this question, as it’s one they look forward to and find to be quite helpful.

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Introducing Centriam, customer experience software that levels the playing field.

Centriam Customer Experience Lab

We founded Centriam with a simple vision: help companies get more value out of data to become more customer centric. I strongly believe that organizations who put effort into understanding customer behavior and act on those insights will have a tremendous competitive advantage over the long run. So our goal has always been to develop tools and solutions that drive a customer-centric culture and enable companies to build deeper customer relationships to improve customer experience.

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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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How to Create the Most Spectacular Customer Service Disasters

Experience Investigators by 360Connext

Humans disappoint one another. We do it all the time. We disappoint when we don’t show up for someone’s big event. Or maybe we disappoint when we do show up at an intimate dinner party without an invitation. We disappoint each other by saying what we think or by not speaking up when we should. It’s tricky, this human experience of ours.

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Developing Your #CustomerExperience Strategy

CX Journey

Image courtesy of SaleMove How do you develop a customer experience strategy and roadmap? That was one of many questions I was asked during my recent interview with Dan Michaeli, co-founder and CEO of SaleMove and host of the podcast, The CX Show. I enjoyed my conversation with Dan. We cover a range of topics, and it was the first time I was interviewed about the five-phase approach I take with clients when developing a customer experience strategy and roadmap.

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Episode 2 ? The Impact of Your Corporate Core Values on the Customer Experience - Transforming the Customer Experience

Kristina Evey

Shownotes … In this episode, we talk about the CULTURE of your company and how it impacts and drives the CX. The Culture definition describes the environment created to achieve that mission and vision. . This will be something that your staff will FEEL… not have to be shown a mission statement. . Understand that your staff will have to FEEL, EXPERIENCE, and BELIEVE this culture for them to accurately execute the desired experience to your customers. culture definition.

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Howard Schultz: A Leader, A Teacher, and An Inspiration

Michelli Experience

As best I can remember I first met Howard Schultz in 2005 during work with Starbucks that led to the publication of my first of two books about the company, The Starbucks Experience. I was on one of the many maze-like floors at Starbucks world headquarters in Seattle (formerly the Sears fulfillment center back in the days when the Sears catalog was a centerpiece for retail shopping).

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5 Top Customer Service Articles for the Month of May 2018

Comm100

Welcome to the first of a new series of monthly posts where I will be looking at the best of Customer Service, Customer Experience and Customer Success articles that can be found online. In each post, I will be providing a brief recap and review of articles that I came across in the previous month and recommend to anyone with an interest in staying up-to-date in CX thinking and best practices.

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The 2023 Verint Experience Index: Retail

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

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Your Brand is Defined by the Sum of All Your Customer Interactions

ShepHyken

What does a good customer experience look like at your company? What does good customer service look like? Ask everyone on your team and listen to the answers. Will they be the same, or different? It will be interesting to see if your team recognizes the difference between experience and service. Many people don’t understand the difference between customer experience and customer service, but does it really matter.

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How Employee Engagement Affects Performance

Happy or Not

Here’s something that every manager needs to know: You can’t improve your organization’s performance without strong employee engagement. Gallup first noted this when their research showed that managers who focused on employee engagement “increased productivity and success by creating an environment that energizes and motivates employees and teams, helping them reach the highest levels of performance.” […].

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Too Many Communication Blunders?

Solvvy

Join Bruce Temkin, Managing Partner, Temkin Group and Maria Jiang, Head of Product Marketing, Solvvy in an exclusive webinar ‘Applying The Art of Human Conversations to Digital Interactions’ on July 26 at 10am PDT. How many times have you had to say, “That’s not really what I meant.” Countless times probably. To your boss, mom and hairdresser, right?

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How Employee Engagement Effects Performance

Happy or Not

Here’s something that every manager needs to know: You can’t improve your organization’s performance without strong employee engagement. Gallup first noted this when their research showed that managers who focused on employee engagement “increased productivity and success by creating an environment that energizes and motivates employees and teams, helping them reach the highest levels of performance.” […].

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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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7 Personalized Customer Experiences Created Using CRM Data

Playvox

Customer relationship management (CRM) systems are nothing new. However, with each passing year, CRMs become more complex and are able to collect an ever growing amount of customer information. Your CRM opens up a door of endless possibilities to create unique and personalized customer experiences. These systems hold so much potential, yet much of the collected information goes unused.

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Day 4 World Cup Fever Marketing Tips

ThriveableBiz

Day four we’re talking about going beyond the stats. Tapping into those deep, emotional insights, at the heart of your fan relationships. Because marketing has moved on from shouting one-way messages. While as consumers, we’ve actually gone back to our primal need for two-way conversations with a brand. Sharing our opinions and feelings around the digital campfire.

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Why Paying Employees for Delivering Good CX is a Bad Idea

Confirmit

Firms should hold employees accountable for delivering better experiences. Many companies do so by linking CX performance to variable pay. Unfortunately, that is a mistake. Forrester has identified five myths about monetary CX incentives that explain why companies reach for them so often and why they are just as often frustrated — or even appalled — by unintended consequences.

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Day 5 World Cup Fever Marketing Tips

ThriveableBiz

Day five we’re talking about what pop-stars know about fans. For instance, Taylor Swift, with over 300 million Facebook followers. And her secret, like sport, is tribal. She knows which of her fans have their own large audience, and gives them exclusive experiences. So they in turn, influence their friends, and amplify her reach. Creating a community for special […].

Tips 40
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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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Why Paying Employees for Delivering Good CX is a Bad Idea

Confirmit

Firms should hold employees accountable for delivering better experiences. Many companies do so by linking CX performance to variable pay. Unfortunately, that is a mistake. Forrester has identified five myths about monetary CX incentives that explain why companies reach for them so often and why they are just as often frustrated — or even appalled — by unintended consequences.

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Day 6 World Cup Fever Marketing Tips

ThriveableBiz

Day six we’re talking about avatars. That is, building a detailed picture of your ideal target fans. Using not only demographics, but also telling the story of what their life is like. And how your club emotionally fits in their life. What makes them feel a special part of your community? And how can you tap into those motivations to […]. The post Day 6 World Cup Fever Marketing Tips appeared first on Cliizii.

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What to do when you spend all your time on Customer Success, yet you don?t have time for Customer Success

Waypoint Group

When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” When I dig more deeply, I usually hear about how busy everyone is with. Responding to email. Closing renewals. Following up on customer support requests. Helping customer contacts with training.

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Day 7 World Cup Fever Marketing Tips

ThriveableBiz

In the final day seven, we’re talking about using insights to drive innovation. When you have conversations with fans, listen closely to what they say about their experience. And how their 'real life' connects with your club. Because you’ll pick up valuable grass-roots insights to use in brainstorming. As a simple creative technique, try joining unrelated thoughts together to […].

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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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How PolicyMedical Mines Their Advocate Community For Valuable Upsell Opportunities

Influitive

Today’s marketers are missing a major opportunity right under their nose. And it’s costing them royally. With decreasing budgets, and increasing demands on marketers, it’s no surprise we’re more focused than ever on getting new customers through the door. But there’s a more efficient way to increase revenue, while creating happier customers at the same.

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Webinar: How Microsoft and Travelzoo Reimagine Customer Service

CSM Magazine

Customer Service is evolving at an unprecedented rate and so are your customers’ expectations. To stay relevant, leaders must refine their customer support strategy for 2018. To help you do that, the Incite Group have gathered the most trailblazing executives from Microsoft and Travelzoo to share their advice on delivering an unforgettable experience for the customer of today.

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Too Many Communication Blunders?

Solvvy

The post Too Many Communication Blunders? appeared first on Solvvy.

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Announcing dscout Live

dscout People Nerds

Talk to scouts. In context. Anywhere. Anytime.

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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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Why We Use Tech Tools: To Coordinate Tasks

Forrester's Customer Insights

This is an amazingly accelerated time to be alive. During my nearly fifty years on the planet, we have increased by many orders of magnitude the knowledge that we have about our own existence. Research into the ultimate origins and functions of things ranging from life itself to skills and traits like language or culture […].

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Get Ready for The Shopping Season with These 10+ Tips

Comm100

Introduction. We’ve heard it so many times it’s become a cliché: “The early bird catches the worm.”. For retailers, this old saying rings tried-and-true. After all, it’s never too early to get ready for the shopping season. Holiday sales can represent anywhere between 20 and 30 percent of annual sales for retail businesses. While the Friday after Thanksgiving has been known as the unofficial start of the shopping season, 4 in 10 consumers begin holiday shopping before Halloween, and as much as 1

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Grocers Partner For Digital Growth

Forrester's Customer Insights

Grocers Are Partnering For Digital Growth The last few months have been a watershed of new deals around grocery fulfillment. Walmart is partnering with DoorDash, Kroger is investing in Ocado, Target is acquiring Shipt, and Amazon is delivering groceries to consumer vehicles. Fulfillment has become the key parameter for grocers to grow their digital business. […].