Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. Isn’t it? Probably not. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Some time ago we released the first part of the interview answers, and this week guests are Lynn Hunsaker, Peter Lavers, Jane Treadwell-Hoye, Melinda Gonzalez, Matt Dixon, Vicki Amon-Higa and Raul Guillermo Amigo.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

ijgolding

FEBRUARY 5, 2018

This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people. A significant amount of support came via my crowdfunding campaign on Kickstarter. I feel genuinely blessed that so many people believed in what I am doing enough to pledge their support to make my dream come true.

Culture 264

Culture Measurement Customer Centricity Hotels 264

QuestionPro Audience

FEBRUARY 7, 2018

Every good idea should be supported by extensive research. Businesses can’t afford to go to market with a new product that hasn’t been properly researched. If you’re unconvinced, let us remind you of “new Coke”, which was launched in 1985 after Coca-Cola lost market share to their rival, Pepsi. Coke’s decision to alter their traditional recipe resulted in major outcry from consumers, who inundated the company’s call centers with more than 400,000 complaints.

Data 230

Data Tips Survey Call Center 230

InMoment XI

FEBRUARY 9, 2018

Dräger – An innovative platform leads to an improved customer experience Dräger, an international leading company in medical and safety technology, has carried out customer satisfaction studies worldwide for a number of years. At the beginning, only relational surveys were conducted in intervals of up to three years. The survey was in the form of.

Customer Satisfaction 200

Customer Satisfaction Study Innovation Survey 200

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Experience Matters

FEBRUARY 8, 2018

It’s hard to keep up with everything that Temkin Group published in 2017, so we put together a couple of infographics to highlight some of the key data insights. The initial infographic examined CX efforts and ROI. In this infographic, we examine 12 factoids on CX ratings, people, and leadership. Below the infographic you’ll find links to download the graphic (as well as a poster), along with links to the referenced content.

Infographics 205

Infographics Leadership ROI Groups 205

BlueOcean

FEBRUARY 7, 2018

Every day, we interact with executives who are in the early stages of discovery, looking for ways to improve their customer experience and/or drive cost out of their customer care model. The conversations often revolve around whether the time is right for them to consider an outsourced model. Obviously, every company is different: customer journey maps, pain points, and growth projections are all different.

Customer Journeys 168

Customer Journeys Abandon Rate Contact Center Customer Care 168

InMoment XI

FEBRUARY 8, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As a customer-centric business, decisions should always be made based on customer benefit. This requires a precise understanding of how customers experience the business at the various interaction touchpoints and of where opportunities for improvement exist.

Touchpoint 200

Touchpoint Software eBook Management 200

CX Accelerator

FEBRUARY 3, 2018

Using DiSC in a customer service context to enhance both the customer and the agent experience. There is a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. Having had exposure to many of these, DiSC is my top choice with the most significant impact. Having now studied DiSC and received my credentials as a certified facilitator, there is no mystery why the tool is so great for a customer service environment.

Interaction 140

Interaction Customer Service Sports Communication 140

GetFeedback

FEBRUARY 7, 2018

How do you measure support quality? When we realized our Customer Satisfaction (CSAT) was inflated, we tried a new tactic: focusing on customer effort.

Measurement 150

Measurement Customer Satisfaction Customers 150

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Experience Matters

FEBRUARY 5, 2018

First of all, I want to say congratulations to all of the Philadelphia Eagles fans out there. Your team won a great game that capped off an amazing season! I was lucky enough to attend my third Super Bowl (SB LII) yesterday. Unlike the endings in Super Bowls XLIX and LI, my Patriots did not win the game. Here are a few quick thoughts about the experience: Minneapolis was a very welcoming community.

Customer Experience 136

Customer Experience Customers 136

InMoment XI

FEBRUARY 8, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As a customer-centric business, decisions should always be made based on customer benefit. This requires a precise understanding of how customers experience the business at the various interaction touchpoints and of where opportunities for improvement exist.

Touchpoint 200

Touchpoint Software eBook Management 200

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. What is the most important thing you can do to improve relationships with your customers?

Customer Service Training 155

Customer Service Training Training Brands Customer Service 155

Michelli Experience

FEBRUARY 6, 2018

First, notice the title of this blog! You will see that I didn’t mention the name by which people typically refer to the season-ending major sporting event where commercials play a central role. Therein is my first lesson: Trademarks matter. Virtually every phrase used to describe that event has been trademarked and the equity created around it is policied aggressively by the trademark owners attorneys.

Customer Experience 133

Customer Experience Sports Advertising Social Media 133

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

CX Journey

FEBRUARY 7, 2018

Image courtesy of Pixabay Is your company culture best described as a culture of excuses? If so, then you need to think about why that's happening. Why are people making excuses? Why do they feel they need to? Why is that OK? And then consider making "no excuses" one of your core values. Seriously. Have you ever had a conversation with one of your employees or a colleague about some topic - be it customer experience, employee experience, strategy, or the business in general - a topic, perhaps, w

Culture 127

Culture Leadership Employee Experience Communication 127

InMoment XI

FEBRUARY 6, 2018

I’ve written about this experience before, and amazingly, my experience hasn’t improved in the past couple years. It’s the coffeehouse slow and inefficient service that I’m talking about. On Saturday mornings, I frequently go with my son to grab a quick breakfast before we get to his early-morning music lesson. He always orders the same. View Article.

Customer Experience 200

Customer Experience Customers Retail 200

Beyond Philosophy

FEBRUARY 8, 2018

You are irrational. Your friends are. Your manager is. I am, too. Unless you know a Vulcan, everyone you know is irrational. People are irrational by nature. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level my co-author Professor Ryan Hamilton of Emory University and I explore the influence of our emotions on our behavior as customers.

Consulting 135

Consulting Customer Experience Training Sales 135

Comm100

FEBRUARY 5, 2018

As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a large part in helping organizations to meet this need. A knowledge base is a library of information about a service, product, topic or department that is designed to provide self-serve help.

Knowledge Base 103

Knowledge Base Self Service Contact Center e-support 103

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Customer Bliss

FEBRUARY 8, 2018

We recently learned that a good friend of ours and member of the Customer Experience Professionals Association , Diana Helfinstine , VP of Customer Experience at Essilor , the world’s largest manufacturer of eyeglasses has passed away. In tribute to Diana, who has been a pillar in the CX community, we’re revisiting this podcast episode.

Customer Journeys 100

Customer Journeys B2C Innovation Customers 100

InMoment XI

FEBRUARY 6, 2018

I’ve written about this experience before, and amazingly, my experience hasn’t improved in the past couple years. It’s the coffeehouse slow and inefficient service that I’m talking about. On Saturday mornings, I frequently go with my son to grab a quick breakfast before we get to his early-morning music lesson. He always orders the same. View Article.

Customer Experience 200

Customer Experience Customers Retail 200

Michelli Experience

FEBRUARY 8, 2018

__. 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. The post {Infographic} Customer Experience Lessons from Television Advertising’s Biggest Day in America appeared first on Joseph Michelli.

Infographics 100

Infographics Customer Experience Advertising Consulting 100

ShepHyken

FEBRUARY 7, 2018

It drives me a little crazy when I receive an advertisement in the mail from my cable TV or phone company offering me an incentive to sign up with them. First, I’m already a customer and can’t understand why they can’t figure that out. Second, why is the price they are offering a new customer lower than what I’m currently paying? This concept, offering a new customer a better deal than an existing customer, is nothing new.

Travel 114

Travel Advertising Loyalty Customer Service Training 114

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

UJET

FEBRUARY 9, 2018

Every year, companies like LinkedIn, Glassdoor, and Indeed put out lists of the top places to work. From hammocks and ping-pong tables to fully stocked break rooms and rooftop zen gardens, it may seem like company culture is directly tied to the amount of money you’re willing to spend. But a recent visit to a contact center, which happened to be located inside of the Perryville Correctional Facility in Arizona, proved the exact opposite: an awesome culture isn’t something that’s bought.

Contact Center 105

Contact Center Culture Company Customer Experience 105

Beyond Philosophy

FEBRUARY 5, 2018

The new cashierless Amazon Go store is open for business in Seattle , and it could revolutionize the way we shop. At least that’s what some people think. Personally, I’m not so sure. Amazon Go is an 1800 square foot market, with a mix of prepared foods, typical convenience store merchandise and the kinds of grocery items you’d normally find at Whole Foods, which Amazon also owns.

Consulting 100

Consulting Banking Technology Customer Experience 100

Oracle

FEBRUARY 8, 2018

Smile and dial, focus on interactions, list build, stay organized, always have a reason to call. These timeless sales principles have been preached in countless sales trainings, team meetings, and one-on-one sessions, decade after decade. “Live by these rules, and riches will abound,” they say. Well, that usually does get you by. And if your intention is to cruise to 100% quota attainment by the quarter’s end, perhaps these principles suffice.

Sales 101

Sales Interaction System Consulting 101

Win the Customer

FEBRUARY 6, 2018

Still looking to make some resolutions for 2018? Don’t forget to make a few for your small business, too. Much like in your personal life, you can take a number of proactive steps this year to positively impact your business. Plus, what business couldn’t benefit from generating more revenue or fostering better customer relationships? Here are four New Year’s resolutions every small-business owner should consider striving for this year. 1.

Social Media 88

Social Media Poor Customer Service Call Center Consumers 88

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, 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.

Retail

Heart of the Customer

FEBRUARY 7, 2018

We sat down recently to chat with Kris LaFavor, Heart of the Customer’s Data Visualization Designer, about her work designing journey maps. What do you do when you start the process of designing a customer experience journey map? It’s important for me to have context before I start. I make sure I understand the background […]. The post Designing Customer Journey Maps: An Interview with Kris LaFavor appeared first on Heart of the Customer.

Customer Journeys 79

Customer Journeys Customers Customer Experience Data 79

Horizon CX

FEBRUARY 9, 2018

WE HAVE MOVED Coupled with the launch of my new website www.horizoncx.

100

100

Wired and Dangerous

FEBRUARY 5, 2018

It was a compelling story on a popular evening news program. A reporter was trapped for days under the rubble of a collapsed hotel following the earthquake in Haiti. He gave much of the credit for his survival to a first aid app he had downloaded on his smartphone. The app even gave him instructions on how to care for a major cut from his knee to his foot.

Hotels 70

Hotels Call Center Customer Expectations Measurement 70