April, 2016

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CXFusion 2016 Recap: In Your Own Words

InMoment XI

Customer experience (CX) professionals, business leaders, and research experts gathered in Vegas this week to attend CXFusion. This year’s conference energized a record number of attendees with insights, connections, and tools for building and extending CX programs that deliver hard business results. Did you miss the conference? Here’s a quick recap of what we experienced.

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How customer intelligence software helps companies fight the survey epidemic

Alida

Jon Reed, the co-founder of the website diginomica , is sick and tired of surveys. “Every customer interaction, no matter how trivial, triggers a survey,” he grumbles in a recently published article. “If my toothpaste company knew when I finished brushing, they would send me a freaking survey.”. Indeed, as Reed’s headline proclaims , “ The survey epidemic is upon us—and something must be done.”.

Survey 169
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How to Manage Multiple Surveys with Salesforce

GetFeedback

There are two main ways to approach managing multiple surveys within Salesforce, and we’ll look at specific use cases that illustrate each one.

Survey 150
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How to Hack Customer Empathy Like an Apple Store Genius

Comm100

“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” – Steve Jobs. A few years back, the internet erupted when the people at Gizmodo got their hands on the copy of the Apple’s Genius Training Manual. While the article was rife with criticism towards the iconic company’s training tactics, it’s worth noting that Apple is generally categorized into the upper echelon of excellence in 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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When Customers “Purr”

Help.com

I watched my neighbor arrive home to the thrill of his dog. It’s tail cut through the air with the force of jet and the speed of blender. I thought of that old line about wanting to become the person your dog thinks you are. That evening my cat jumped up on the foot of the bed as I was reading the newspaper. The purring was so loud it vibrated the bedroom.

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CXFusion Recap: In Your Own Words

InMoment XI

Customer experience (CX) professionals, business leaders, and research experts gathered in Vegas this week to attend CXFusion. This year’s conference energized a record number of attendees with insights, connections, and tools for building and extending CX programs that deliver hard business results. Did you miss the conference? Here’s a quick recap of what we experienced.

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The Challenges of Customer Experience Management

Storyminers

This Interview was conducted by ReachForce and first appeared March 9, 2016 . Mike Wittenstein leads Storyminers, a pioneering customer experience design firm based in Atlanta. We recently checked in with them to discuss some of the challenges enterprises face in managing customer experience today. Here’s what he had to say: How did you become so passionate about customer experience?

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Is it time to become a Customer ‘LUD-ite’ – guest post by Stephen Hewett

ijgolding

It is always a huge pleasure and often humbling for me to meet fellow Customer Experience Professionals. As well as being remarkably reassuring that I am not the only customer focused ‘nutcase’, I learn a considerable amount too! I am delighted to be able to share with you the musings of one such man – Stephen Hewett has been there, seen it and most certainly done it in the world of Customer Experience.

Fashion 130
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Happy 5th CXPA! From A Proud Founder

Experience Matters

Five years ago, I announced the creation of the Customer Experience Professionals Association in a blog post called… Announcing The CXPA; Customer Experience Professionals Unite! In that post, I listed these objectives that co-founder Jeanne Bliss and I had for the CXPA: There are many customer experience networking groups, but the industry has hit a […].

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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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14 Steps to Create the Perfect Live Chat Customer Experience

Kayako

Is your organization looking for ways to improve customer experience on live chats? Perhaps there are new hires in your company who are having a hard time getting to grips with live chats. Are you looking to improve your customer handling time (CHT) on chat? In this post, I’ll share a structured workflow which you and your team can follow when handling live chats.

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The Key to Performance Management Success

NICE inContact

Setting goals can be challenging at any level of the organization. Contact center professionals are asked to balance costs with quality, service and the increasing demand across new channels. While each contact center’s goals vary depending on factors like size, location, line of business, or present technology, these goal setting principles can work across many different situations.

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CXFusion Recap: In Your Own Words

InMoment XI

Customer experience (CX) professionals, business leaders, and research experts gathered in Vegas this week to attend CXFusion. This year’s conference energized a record number of attendees with insights, connections, and tools for building and extending CX programs that deliver hard business results. Did you miss the conference? Here’s a quick recap of what we experienced.

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Enhance customer service experience using self-service

Vonage

When I was in college, I worked at a gas station. This was at the time when gas stations were converting from full-service to self-service. Where we previously would pump the gas for the customer as well as wash their windows and check their oil, the new procedure was that they would pump their own gas and we, the employees, would simply collect their money and say “Thank you.”.

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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What can the world of business learn from Leicester City? Why teamwork and togetherness breeds success

ijgolding

I must start this new post by apologising to all Leicester City fans! I really hope that writing about the undeniable success of your club this year will not jinx perhaps the greatest achievement of any sports team EVER… anywhere in the world. However, I do not apologise for taking advantage of an achievement that is so remarkable – and so deserving – that it should become one of the prominent examples to any organisation, in any industry, as to what can be achieved with a lot

Sports 0
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Three Ideas to Re-Humanize Patient Experience

Experience Matters

I was recently interviewed for an article that discusses a post where Fox News journalist John Stossel describes his experience as a lung cancer patient at the New York-Presbyterian Hospital. First of all, I hope that Stossel’s treatment is successful. And although I don’t fully agree with his analysis of the industry, I do agree with his observation […].

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How Documented Procedures Can Make Your Customer Support More Effective

Kayako

This is a guest post by Owen Enaohwo of Sweet Process. Are you looking to develop trust with your support team? Without this trust, they will not be able to perform at their highest level. By creating documented procedures for them, you can build this trust and achieve consistent results. Even if your team members have previous experience in customer support, letting them improvise their day-to-day work can be dangerous.

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Today’s Most Stunningly Useful Marketing Infographics

C3Centricity

It’s been a couple of years since I shared a post on infographics, so I think we’re due for a fun and useful update, no? I have searched the web and come out with the best infographics I can find on marketing. In usual C³Centricity style, I also give you some ideas on how to implement [.]. The post Today’s Most Stunningly Useful Marketing Infographics appeared first on C3Centricity.

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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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For Car Dealers, Consumer Satisfaction Pays

InMoment XI

Article published in WardsAuto, April 28, 2016 Author: Steve Finlay / WardsAuto There’s little point in dealers striving for high customer-satisfaction scores unless they financially benefit, an auto-retailing insider once noted. “Happy customers alone aren’t strong incentives.” Now, MaritzCX, a customer-experience software and services firm, has done a study gauging moneywise how much customer treatment.

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How to build a seamless customer experience

Vonage

A seamless customer experience gets delivered when you answer the questions your customer is asking. It’s as simple as that. Getting there, however, takes a lot of work. Let’s focus on the role that customer journey maps play in a seamless customer experience. A journey framework, even in its simplest form, when used with consistency provides a structure to understand the priorities in customers’ lives.

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The importance of persistence – why Customer Experience can only work if it is part of a long term business strategy

ijgolding

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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Epidemic of Emotionless Experience Design

Experience Matters

As I’ve discussed many times on this blog, customers experience interactions across three dimensions, Success, Effort, and Emotion. So how effective are companies at proactively designing for those elements? Not very. In our latest CX management study, we surveyed 252 companies with at least $100 million in annual revenues and asked them about their experience design effectiveness.

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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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Join Us for Elevate Summit in London

Kayako

After our recent success with Elevate Summit in Austin, TX. We’re delighted to announce that Elevate Summit will be coming to London! As with Austin, we promise great speakers, the most innovative customer support topics and the chance to talk and learn with all attendees (and there’s always an after party!). We can proudly present to you talks from Buffer , TalkDesk , Smooch and many more that are being confirmed every day.

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How St. Jude Honors Donors as Assets, With Chief Donor Officer, Martin Hand – CB1

Customer Bliss

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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For Car Dealers, Consumer Satisfaction Pays

InMoment XI

Article published in WardsAuto, April 28, 2016 Author: Steve Finlay / WardsAuto There’s little point in dealers striving for high customer-satisfaction scores unless they financially benefit, an auto-retailing insider once noted. “Happy customers alone aren’t strong incentives.” Now, MaritzCX, a customer-experience software and services firm, has done a study gauging moneywise how much customer treatment.

Consumers 200
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What Can You Do to Reduce Customer Effort Today?

Experience Investigators by 360Connext

I have a question for you today. Think about how much effort you exert every day. You have responsibilities. You work hard, you care about the results you get, and you are a leader in a professional sense. You also have the regular responsibilities of life. You have to eat, take care of yourself, do […]. The post What Can You Do to Reduce Customer Effort Today?

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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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Customer Experience Design in 7 Minutes

Storyminers

How much can you learn about the present and the future Customer Experience Design in 7 minutes? Find out by reading an interview I did with Marketforce 20/20 , a European Union producer of customer experience conferences. In it, you’ll find practical info to help you with your own customer experience designs and answers to these questions: What are the key trends in CX for 2016?

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Quick Take: The Power of Customer Journey Thinking (Video)

Experience Matters

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 […].

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How to Use Interactive Video for Self-Service Support

Kayako

This is a guest post from Desiree de la Rosa of Videopath. Video is an excellent self-service tool. It offers a unique way for customers to learn about and get the most from your product or service. Interactive video takes things to the next level – by giving your customers a complete support experience in one. So how can interactive video fit into your self-service support offering?