C3Centricity

JULY 2, 2016

Your brand is not what you think it is! It is what your customers think it is; its brand image, personality and its value to them. I was lecturing at Miami University a couple of weeks ago on brand image and personality. These are two vital elements of branding. They need to be clear and consistently represented in all your communications. If you’re having issues with your own brand in either of these areas, then you’ll find the following article both interesting and valuable.

Brands 240

Brands Marketing Advertising Measurement 240

Who's Your Gladys?

JULY 7, 2016

While many companies like to combine stellar customer service with a subtle up-sell to grow their sales, there’s a fine line between an up-sell and a turn-off. Here’s a great example of what not to do. I had 10 minutes to squeeze in a quick call. The post Tactics that Kill Customer Relationships appeared first on Who's Your Gladys?

Customer relationships 179

Customer relationships Customers Sales Examples 179

Kayako

JULY 7, 2016

When you call in to speak with the customer service team of a cable company to cancel your contract, you might expect some hiccups, but overall would expect it to be relatively easy. Perhaps the customer support agent might try to plead with you to not cancel your contract, but ultimately they should respect your request. But not for former Engadget editor-in-chief Ryan Block.

Customer Service 169

Customer Service Competitive Advantage Hotels Social Media 169

Experience Matters

JULY 8, 2016

I’m extremely proud to be a Certified Customer Experience Professional (CCXP). One of the reasons is that this certification encourages CX professionals to build and maintain their expertise at a high level, which will raise the overall quality of CX across organizations. So my hope is that more qualified CX professionals will join the ranks of CCXPs.

Resources 159

Resources Customer Experience Professionals Customer Experience Customers 159

Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified

Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.

ROI

C3Centricity

JULY 2, 2016

Your brand is not what you think it is! It is what your customers think it is; its brand image, personality and its value to them. I was lecturing at Miami University a couple of weeks ago on brand image and personality. These are two vital elements of branding. They need to be clear and [.]. The post What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes appeared first on C3Centricity.

Brands 227

Brands Marketing How To Measurement 227

Kayako

JULY 4, 2016

When we built the first Kayako, we wanted to create a customer service tool that had the customer at its heart. Something that would help us speak the customer’s language, tick their boxes, and voila — ticket closed. Happy customers, happy support team, right? But times have changed. Customers expect 24/7 availability and an uninterrupted conversation, even as they switch between their favorite channels—from Twitter to email, from email back to your Help Center—without thinking twice or w

Customer Service 163

Customer Service Meeting Multi-Channel CRM 163

Experience Matters

JULY 6, 2016

We just published a Temkin Group report, State of Employee Engagement Maturity, 2016. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets for any customer experience effort. As engaged employees are critical assets, it’s not surprising our data shows that customer […].

Employee Engagement 159

Employee Engagement Report Engagement Groups 159

ijgolding

JULY 4, 2016

I make no secret of the fact that I am a fan of ‘old fashioned values’ in the delivery of great Customer Experiences. Championed by the most customer centric brands in the world, such as the Ritz Carlton, the importance yet simplicity of ‘pleases’ and ‘thank yous’ cannot be underestimated in the effect they can have on customers and the way they are made to feel in their daily interactions with organisations and their people.

Fashion 156

Fashion Customer Experience Travel Customers 156

Comm100

JULY 6, 2016

Customer satisfaction is a crucial metric. Knowing how your customers feel about your product, services, and support team is critical to understanding how to grow as a company. Customer satisfaction surveys can help you yield useful data that otherwise could be hard to quantify. Yet knowing what to ask, and then creating a survey from scratch, can be a daunting task.

Customer Satisfaction 156

Customer Satisfaction Survey Loyalty Social Media 156

Advertiser: ZoomInfo

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Marketing

Experience Investigators by 360Connext

JULY 6, 2016

Customer feedback is customer experience gold. That’s why there are transaction surveys, experience surveys, customer interviews, customer focus groups (although you know I’m not a fan) and many, many formal ways to gather feedback and use it to improve the experience. But many customers don’t want to answer your survey questions. They’d rather tweet about […].

Consulting 154

Consulting Feedback Survey Groups 154

Customer Bliss

JULY 5, 2016

Episode Overview. Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. She describes the transformation she is leading for one of the largest national healthcare providers. From assessing the many operations and variations of service to uniting the C-Suite and CEO focus, Natalie walks through her detailed plan with practical advice on how to ensure the work from getting

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

CX Journey

JULY 7, 2016

Today I'm pleased to share a guest post by Vit Horky of Brand Embassy. Isn’t science awesome? As Bill Nye said, the great thing about it is that it’s true, whether you believe it or not. That’s why I’m so excited about the new research showing that our decisions are guided by emotions in ways we never imagined. This has the potential to completely revolutionize the way we think about customer service.

Customer Experience 146

Customer Experience Social Media Customers Contact Center 146

Calabrio

JULY 5, 2016

When it comes to delivering excellent customer service, most people would say the cable industry isn’t exactly a shining example of customer satisfaction. Historically, their reputation in this arena has been acceptable at best, and more often described as “nightmarish.” So if you’re wondering what you could possibly learn from reading this—don’t worry, I’ll explain.

Customer Service 140

Customer Service Contact Center Telecommunications Analytics 140

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

Michelli Experience

JULY 5, 2016

While I have many mentors when it comes to business success, branding, and customer experience delivery, seldom do I look to actors or actresses to give me wisdom in these areas. Recently, however, I was taken aback by the succinct and powerful branding perspective offered by Will Smith. Will Smith started his career as a rapper in the late 1980’s, later starred on the television series The Fresh Prince of Bel-Air, and went on to a blockbuster movie career with films like Independence Day

Brands 140

Brands Entertainment Customer Expectations Meeting 140

Customer Bliss

JULY 7, 2016

My goal in coaching leaders and bringing them together is to create an engaged community that learns from one another. Fearlessly, with no holds barred. That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. That is also behind why I have launched a customer experience podcast series – so that we can hear each other’s’ voices and celebrate in our successes and learn from our challenges.

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

NICE inContact

JULY 7, 2016

One of the most vital components of any contact center is the training department. No matter what kind of center you operate, it’s critical that those interacting with customers possess and maintain a solid understanding of the overall business, as well as its practices and procedures. Having an in-house training team provides a myriad of benefits to any center.

Training 122

Training Contact Center Measurement Survey 122

BlueOcean

JULY 5, 2016

In our world, it’s a little bit soul crushing to know that one third of people in the US would choose to clean a toilet over talking with customer service. But it is also a call to action. If the call to customer care is a dreaded and distasteful last resort, how do we adapt and improve the experience? And the next obvious question is: how does social media impact our practices?

Customer Care 120

Customer Care Social Media Contact Center Entertainment 120

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

Employee Experience

CX Journey

JULY 5, 2016

Image courtesy of dizzycage Still trying to show executives how your proposed customer experience improvement initiatives impact the bottom line? As you know by now, I'm no stranger to advocating for - and writing about - ROI and building the business case for you employee and customer experience improvements. The implications of investing in both the employee experience and the customer experience are measurable against the bottom line.

Customer Experience 117

Customer Experience ROI Return on Investment Customer Experience Professionals 117

Michelli Experience

JULY 6, 2016

Infographics 113

Infographics Brands Consulting Employee Engagement 113

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. Three Truths Every Marketer Should Know about CX in China. China is still in the early stages of Customer Experience discovery. China sees us as the thought leadership of Customer Experience.

Social Media 113

Social Media Multi-Channel Customer Centricity Consulting 113

ShepHyken

JULY 6, 2016

Competitive Strategy. What is one of the most valuable commodities in the world? Time! There is an old saying that goes something like this: “If you build a better mousetrap, the world will beat a path to your door.” This is often attributed to Ralph Waldo Emerson and the concept of a better mousetrap is a great metaphor for a reason to continuously innovate.

Trends 89

Trends Customer Experience Case Study Retail 89

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

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Helen Dewdney

JULY 4, 2016

Telecoms and Energy – the worst sectors. dreadful. I get asked a lot about how best to complain in these sectors. I have therefore provided the links you might need here: All you need to know when your phone/energy bill is wrong this was about the Vodafone fiasco with their billing system and provides advice about how to complain when your bill is wrong and provides other useful links.

Tips 83

Tips Consumers System How To 83

Heart of the Customer

JULY 7, 2016

We often get calls from organizations who want to hold a journey mapping workshop, but have no time or budget for research. Our willingness varies depending on what the client is looking to accomplish. There are times when a workshop is absolutely the best journey mapping methodology – and times when it’s a train wreck. […]. The post The best (and worst) uses of journey mapping workshops appeared first on Heart of the Customer.

Customer Journeys 68

Customer Journeys Training Customers Customer Experience 68

Beyond Philosophy

JULY 4, 2016

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Discussion of the myriad and varied ramifications of Digital Transformation is, seemingly, everywhere (and unavoidable). I’m capitalizing the first letter of each word because the pervasiveness of digital transformation has all the feel of Big Data a few years ago and Reeingineering in the 1990’s.

Omni-Channel 90

Omni-Channel Banking Retail Brands 90

ShepHyken

JULY 4, 2016

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 3 Tips for Using Twitter as a Customer Service Tool b y Joe Wadlington. (Hootsuite) Want to learn how to better engage with existing and potential customers on Twitter?

Customer Service 81

Customer Service Culture Hotels Tips 81

Advertiser: ZoomInfo

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

Sales

Amity

JULY 7, 2016

These days, customers expect a lot from businesses. Simply offering a great product or service at a competitive price isn’t enough. You need to go beyond that to really stand out from your competitors and bag yourself a loyal customer. Great customer service is a start, but you need to make your clients feel like you are on the same team. You need to take them from being a mere customer and transform them into a “partner” of your business.

How To 63

How To Social Media Feedback Customers 63

ForeSee

JULY 7, 2016

It’s summertime, and while the rest of us are barbecuing, retailers are already planning their holiday strategies. I thought it might be useful to take a look back at some. The post Christmas In July: What Retailers Should Know About The Lure Of The Deal appeared first on ForeSee.

Retail 63

Retail Strategy Customer Experience Customers 63

Beyond Philosophy

JULY 5, 2016

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. What makes this question so profound, and so pivotal, in customer experience optimization today is that every aspect of value delivery is at play. Further, it should be understood that all stakeholders are keenly aware of when humanity is being practiced by an organization and when there is an insufficiency or an absence of same.

Customer Experience 84

Customer Experience Customer Centricity Leadership Culture 84