Experience Matters
APRIL 19, 2016
In a recent Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I spoke about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this is a popular topic for Temkin Group. Here’s a short snippet from my speech (one of several quick take videos from the event), which focuses on The […].
ijgolding
APRIL 19, 2016
There are a number of things that comprise the characteristics of great Customer Centric leaders – courage; vision; passion; authenticity; humility; belief; are just some of them. I am sure you can think of more as well. There is no doubt that I could write about each one in turn! However, one further characteristic always springs to mind almost immediately when I am asked – I happen to think that it is perhaps the most important characteristic of all – the characteristic of PERSISTENCE.
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CX Journey
APRIL 19, 2016
Have you put the spotlight on the employee experience at your company? I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience. Sadly, many companies still aren't focusing on the employee experience.
Customer Bliss
APRIL 19, 2016
Welcome To The First-Ever Episode Of The CCO “Human Duct Tape Show” I decided to name the show ‘Human Duct Tape’ because I feel that’s often the role of the CCO among the executives and strategic planning of a given organization. Silos don’t unite organically. It’s not because executives and decision-makers don’t care about the customer.
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SuiteCX
APRIL 19, 2016
Everyone wants more qualified leads, but how to find the ones that will convert, use your product and become advocates? First, it’s important to understand that leads are not prospects. They are real people with real needs who are looking for a solution to their problem. They want to be sure they purchase the product or service that is right for them, but there is fear and uncertainty that accompanies these decisions.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Topdown
APRIL 19, 2016
In a recent article for Forbes, Micah Solomon makes the case that “ A Customer Experience Is a Story, Not Just a Long, Boring List of Touchpoints.” He points out that customers don’t experience a brand in a linear, equally weighted series of interactions, but rather as a developing story they tell themselves, with extreme weight given to those experiences at the beginning and end of the relationship with the brand, along with a few exceptionally positive or negative interactions along the way.
Forrester
APRIL 19, 2016
Asking customers for feedback is one of the most direct ways to understand their experiences and needs across touchpoints. However, we've all experience an organization's attempt to execute this…usually poorly. Surveys are too long. Callbacks are interruptive. What are they going to do with my feedback anyway? Combatting these types of complaints is core to recent conversations with organizations who are establishing voice of the customer (VoC) programs.
ForeSee
APRIL 19, 2016
Finding areas of your website that prevent customers from having an enjoyable experience can prove to be quite a difficult task. That could leave you with lower sales, less repeat. The post Identify CX problems faster with ForeSee’s updated Feedback app appeared first on ForeSee.
Forrester
APRIL 19, 2016
Everyone I talk to has internalized the importance of improving customer experience delivery in the age of the customer. But in today's hyper-competitive business landscape, and with ever-rising consumer expectations, actually delivering better experiences is a tall order. To help understand how companies are tackling this challenge, we're conducting research on how some of the world's smartest, busiest people are leading customer experience initiatives in their organizations.
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Think Customers
APRIL 19, 2016
Until recently, money-back or customer satisfaction guarantees were traditionally associated with retail purchases. But now, at least one healthcare company is jumping into the fray. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Strativity
APRIL 19, 2016
Customer experience design and management consulting firm, Strativity Group, Inc. retains Danny Peters as Head of Client Success – Europe, Touchpoint Dashboard. New Jersey based consulting firm, Strativity Group, Inc. announces an agreement with Danny Peters to represent Touchpoint Dashboard as Head of Client Success – Europe. Peters will lead sales and service for Touchpoint Dashboard in the EU.
COPC
APRIL 19, 2016
This is the fourth post in our blog series called, “Five Changes to Your Quality Program That Can Dramatically Improve Customer Satisfaction.”. With each post in the series, we will examine one of five fundamental changes we recommend you make to your quality program. These are proven approaches to ensure your quality program is truly customer focused.
Forrester's Customer Insights
APRIL 19, 2016
You might have read my blog post last month about why you should attend this year's MARKETING Forum in New York. The event is just around the corner, and I'm looking forward to all the sessions we have in store that will help marketers learn to deliver brand promise in every customer touchpoint. I recently caught up with a few of our guest speakers to chat about their sessions, their brand strategies when it comes to innovation and personalization, and how leading their organizations with a cust
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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,
Verint
APRIL 19, 2016
Being customer obsessed means you make the commitment and the investment in being able to respond quickly to customer needs to realign—or even reinvent—how you do business. Although most organizations have a quality program in place, they often produce less than compelling business value. What’s more, traditional quality programs don’t provide organizations with the responsiveness needed to affect change.
Brad Cleveland Blog
APRIL 19, 2016
The post Boosting the Strategic Value of Your Customer Service Operation appeared first on Brad Cleveland.
LiveChat
APRIL 19, 2016
Social media has become an essential ingredient of great customer service, but there are some aspects that are specific to certain businesses, and need to be adapted as such. From choosing the best channel and lowering response times regardless of the nature of feedback to keeping a consistent tone of voice and making social customer service a company-wide activity , your company will have to make a lot of choices.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
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Amity
APRIL 19, 2016
SaaS Tattler Issue 82 - Celebrating Success With Your Customers. From sending a funny gif to freshly baked cookies, there are many ways a company can celebrate success with their customers. Making an effort to c elebrate your customer's success is a great way to build a solid relationship and increase loyalty. We’ve decided to dedicate this issue of the SaaS Tattler to celebrating the success of your customers.
Talkdesk
APRIL 19, 2016
Welcome to Talkdesk’s new Customer Experience Weekly series! This regular posting is an outgrowth of our last series, the Customer Service Excellence Review , which was itself an outgrowth of the Talkdesk Weekly Roundup. The title, format and content have changed, but the song remains the same. At Talkdesk, we are committed to improving the customer experience.
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