Sat.Sep 16, 2017 - Fri.Sep 22, 2017

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Why CX Governance Matters

InMoment XI

As the type of person who is constantly seeking connections of all sorts – physical, emotional, strategic – I find myself drawing parallels between my personal and work life on a daily basis. And given I have three young children, this can not only be quite comical and frustrating, but also incredibly enlightening. Never was.

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13 stunning stats on the growing CX leadership gap

Alida

Growth in customer experience (CX) innovation has flatlined, and it’s likely you’re on the wrong side of the widening gap. According to Forrester’s Customer Experience Index, 2017 , today’s businesses across 21 industries are plagued by a growing “CX leadership gap.” The research firm’s Customer Experience Index (CX Index) methodology measures how well a brand’s CX strengthens the loyalty of its customers, and is used to benchmark CX performance at 314 U.S. brands.

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It’s all about uniting silos for effective CX

Customer Bliss

I’ve been writing and speaking about uniting the C-Suite — i.e. uniting the silos, metrics, and accountability measures of various teams — for years. I mention it frequently in my books , I’ve blogged about it, and all of my 69 guests so far on my customer experience podcast have spoken about the same concept. Getting companies and leaders to understand the importance of thinking holistically instead of channel-by-channel is a great joy of my career.

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Building referral programs in Hubspot

AskNicely

One of the key business values of AskNicely is the ability to identify your happiest customers and turn them into advocates by driving them to your referral program. This is great, and returns fantastic results for many customers… but isn’t so useful if you don’t have a referral program to send people to. If you haven’t yet got a referral program, but it’s on your to-do list – this post is for you.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, 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.

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Why CX Governance Matters

InMoment XI

As the type of person who is constantly seeking connections of all sorts – physical, emotional, strategic – I find myself drawing parallels between my personal and work life on a daily basis. And given I have three young children, this can not only be quite comical and frustrating, but also incredibly enlightening. Never was. View Article.

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5 Customer Service Mistakes Killing Your Business

Help.com

It’s summertime. The weather is warm. The sun is shining. All is good in the world. Is there anywhere you’d rather be than at home begging a customer service rep to please, please take off that $35.62 maintenance fee that shouldn’t even be there in the first place?

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The not-so-secret to getting reviews and referrals

AskNicely

One of the very first things you learn in Marketing School(tm) is that happy customers are awesome. Happy customers buy more things and say nice things about you – to their friends, their family, to complete strangers on the internet… And those friends, family members and internet strangers can also turn into happy customers if you play your cards right.

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Achieve CX Zen with Focused Reporting

InMoment XI

Focusing on what matters is essential to your daily life and to your business. Without focus, we would walk blindly through life. In the article How The Power of Focus Can Lead You To Success there is a story of a Zen master teaching his students. The Zen master wanted to show his students a. View Article.

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Unbelievable: Latest Airline Fiasco!

Beyond Philosophy

RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Over the last few days, they have proven this yet again as the airline has begun cancelling hundreds of flights. Hapless travelers are stranded in far-flung cities or stuck at home when they expected to be on holiday. Ryanair announced last Friday that it would cancel 40-50 flights per day for the next six weeks.

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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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What 100 Businesses Say About Live Chat on Their Website

Kayako

So you’re ready to introduce live chat support to your business. Outside of your support job, you might even be one of the 41% of consumers who prefer live chat over any other support channel – phone, email, Facebook or Twitter. You’re probably looking for a seamless live chat tool for your modern business. It must be fast, reliable, and not resemble a relic of the stone age.

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Hug Your Haters (Even If They Don’t Hug You Back)

AskNicely

Haters gonna hate. Don’t believe me? Ask Taylor Swift (or Ice T, if campy late-90s gangsta rap is more your flavor). In fact, there’s no escaping the occasional feedback from the world’s Negative Nancys. It doesn’t matter if you and everyone else you know is madly in love with your product. Actually, one of the very few simple guarantees in life is that not everyone is going to love you.

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Achieve CX Zen with Focused Reporting

InMoment XI

Focusing on what matters is essential to your daily life and to your business. Without focus, we would walk blindly through life. In the article How The Power of Focus Can Lead You To Success there is a story of a Zen master teaching his students. The Zen master wanted to show his students a.

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Reducing Customer Effort – Make it Easy to be Your Customer

NICE inContact

Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are. NPS focuses on long-term happiness, whereas CSAT zeroes is on one particular interaction (usually a recent one).

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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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Internal Communication Growing Pains and How To Solve Them

CX Journey

Image courtesy of Pixabay Today I'm pleased to share a guest post by Rae Steinbach. Good internal communication can make a big difference for any company. A failure of communication can cause projects to fail, increase costs, and can contribute to an atmosphere of discontent among your staff. For so many businesses, the drive to develop an effective feedback loop only comes after a failure has made the need for change obvious.

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Why Healthcare Organizations Should Focus on the Consumer

ReviewTrackers

The patient is a consumer. As out-of-pocket healthcare costs continue to increase, patients are doing more research when they search for a healthcare provider. To understand the role of consumerism in healthcare, we spoke to Preston Gee, vice president, strategic marketing at CHRISTUS Health. He says that while it’s important for a hospital to be focused on the patient, it’s the consumer, the individual who is not a patient yet, that is the person who is still making the decision as to whe

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{Infographic} Keeping the Attention of Your Audience

Michelli Experience

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. Save Save. The post {Infographic} Keeping the Attention of Your Audience appeared first on Joseph Michelli.

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How chatbots can enhance the insurance experience

Uniphore

Chatbots offer a number of very specific benefits to the insurance industry. It’s time this sector began its digital transformation, in order to access them. Read More.

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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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6 Bonus Myths of Journey Mapping

CX Journey

Image courtesy of Pixabay Get the journey mapping process right, and you'll reap the rewards for a long time to come! Last week, I wrote about the session I hosted for Quadient's 2nd CX Transformation Day. It was a great hour, during which I busted five myths about journey mapping and interviewed a panel of experts on their experiences with journey mapping.

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State of Analytics In Customer Programs: Customer Loyalty Focus, Machine Learning Adoption and the Data Science Skill Gap

Bob Hayes

A new customer analytics survey of 80+ companies provides a look into the state of analytics in customer programs. Only 32% of respondents are satisfied with their company's use of analytics to create a competitive advantage. The use of multiple survey methods is the most common practice across companies (80% of companies). The use of machine learning was one of the least adopted practice in customer programs (38% of companies).

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Keeping Your Audience Attent…Look There’s a Squirrel

Michelli Experience

Well, it’s officially over…your attention span that is! Smartphones Fault? I’m not sure if you are still reading given recent findings on just how short attention spans have become but here goes… I knew things had gotten bad back in 2015 when I read an article in The Telegraph titled Humans have shorter attention span than goldfish, thanks to smartphones.

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Transforming the Insurance Industry with Digital

Uniphore

Although slow to adopt digital, the insurance industry should look at the many benefits this offers, rather than focusing on the challenges it creates. Read More.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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PIRCH Store Closings

Storyminers

PIRCH, one of America’s best customer experience companies is closing over half of its stores according to Chain Store Age. The store, its culture and philosophy, not to mention its award-winning design, have been a favorite case study of mine for years now. You can read it here. Like many others, PIRCH isn’t immune to rapid changes in customer preferences, the impact of technology, and investors’ demands.

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4 Retail Technology Trends To Keep An Eye On

iPerceptions

Today retailers have an incredible challenge to make themselves stand out from the pack and keep consumers attention. Whether it’s the in-store experience in brick-and-mortar locations, or the overall omni-channel experience , retailers are looking at offering a unique customer experience as a way to differentiate themselves.

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How to Improve Customer Satisfaction – Eric Berne’s Three Ego States

LiveChat

Some time ago, I read a mind-opening book about communication in relationships. In the chapter dedicated to emotions, the author stated that the unconditional love happens between parents and their children only. Not really surprising, I know. But what the author also stated was that in all other relationships, we love because we have a reason to do so.

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Customer Service Cheat Sheet for Live Chat Operators with Examples of Responses

Provide Support

Cheat Sheet for Live Chat Operators. Chat etiquette plays a huge role in customer service. Professional and authentic interaction with clients goes far beyond the opportunity to make a sale. It helps to build a lasting relationship with the customer, inspire future communication and create fans and advocates of your brand. How to treat the customer to be able to appreciate all these benefits and escalate your service to a more professional and human level?

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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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How Big Data is Creating Opportunities to Serve Customers in SMB

Storyminers

This guest post is from Alisha Chistin, exclusively for StoryMiners. In a previous Story Miners article , we shared insights about this year’s trends in customer experience. It was mentioned that innovations like AI, the IoT and virtual reality will change how consumers interact with sellers. That was at the start of this year, and many of those projections are happening already.

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What Makes Good Customer Service

ShepHyken

National Customer Service Week is coming up the first week in October. This is a time to appreciate employees for doing a great job taking care of customers. There are many ways companies are celebrating. Everything from an employee appreciation event, like a lunch or dinner, to fun games that are about team building and comradery. And, of course, there is showing some love and appreciation to your customers.

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The Evolution of Kohl’s

Customer Enthusiast

I was recently invited to contribute to CX Factor, a web series hosted by Mark Fidelman, CEO of Fanatics Media, that shines a spotlight on world-class brands known for delivering smarter, superior experiences to today’s modern, connected customers. The episode in which I participated featured Sunil Bhardwaj, SVP, technology, platform, and data science for Kohl’s.

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