Feedback
OCTOBER 14, 2016
I recently bought new car insurance. It wasn’t a purchase I expected to make, since I had planned to go without a car for a year. The no-car situation was an experiment to see if I could live in my southern city without one. I would take the bus when necessary, but mainly I would use the bicycle that had been sitting unused in my garage for years. Then I had an accident.
ShepHyken
OCTOBER 14, 2016
This week on our Friends on Friday guest blog post my colleague, Pascal van Opzeeland, writes an informative article about the popularity of messaging apps and how they are impacting customer service. – Shep Hyken. Have you been focusing on social media service lately? You might want to change your focus. As of 2015, messaging apps have overtaken social media platforms in monthly active users – and they are only picking up pace.
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Eptica
OCTOBER 14, 2016
Date: Friday, October 14, 2016 What customers want this Christmas when it comes to service. Published on: October 14, 2016. Author: Neil Cox New figures from the National Retail Federation point to sales increasing by 3.6% over the course of 2016 holiday shopping season in the US, hitting $655.8 billion. Ecommerce should grow between 7-10%, totaling as much as $117 billion.
InteractionMetrics
OCTOBER 14, 2016
At conferences, I’m often asked about mystery shopping, and it got me thinking: there are a lot of misunderstandings about what mystery shopping can and can’t do. Some see mystery shopping as a simple check-in; others see it as too artificial for an accurate customer service evaluation. Many executives assume they get the same insights […].
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Kerry Bodine
OCTOBER 14, 2016
Of the four types of customer journey maps , the current-state map is the most ubiquitous. That’s not surprising, given how many organizations are trying to understand their customers’ current pain points and improve the customer experience. Wondering how you can get started mapping your own organization’s current-state journey map? Follow these 10 steps: 1.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Kerry Bodine
OCTOBER 14, 2016
Of the four types of customer journey maps , the current-state map is the most ubiquitous. That’s not surprising, given how many organizations are trying to understand their customers’ current pain points and improve the customer experience. Wondering how you can get started mapping your own organization’s current-state journey map? Follow these 10 steps: 1.
Strativity
OCTOBER 14, 2016
Awards and accolades abound for a second straight year at the World’s Largest CX Transformation firm, Strativity Group, named 42nd fastest growing consulting firm by Consulting Magazine. Hackensack NJ, October 14, 2016 – Strativity Group has been recognized as a fastest growing firm, globally, by Consulting Magazine, the flagship publication of the consulting industry.
Amity
OCTOBER 14, 2016
Once upon a time, in the heart of England near to Sherwood Forest, we kid “gamers” (no consoles then) would spend our time in outdoor adventures. With the kids on the block we’d invent new games, role plays and mini Olympics and we’d be recognised for our success. I was proud to be crowned “Maid Marian of Boomerangs”!
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