Experience Matters
JANUARY 15, 2016
People always ask about the connection between customer experience and business results. Well, here’s some visual evidence of the linkage. In this infographic, we share data from the Temkin Group research report, ROI of Customer Experience 2015. You can download (and print) this infographic in different forms: Infographic : infographic in pdf , infographic in png.
Kayako
JANUARY 7, 2016
We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ve asked support pros from Kayako and beyond what they think the biggest trends in customer support will be in the next 12 months. We’ve seen some emerging trends appear: customer experience and communication are prominent, as well as getting the best out of your self-service and help centers, and changing customer behaviour and expectations.
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Steve DiGioia
JANUARY 14, 2016
that's one of the worst things an employee can say to me. This original article was written by Steve DiGioia. Something happened the other day that reminded me of a time when I was still new in this business. Yes, I didn’t have the 25+ years of experience as I do now but I still had enough under my belt to know what was going on and how to evaluate a department and its staff.
Vonage
JANUARY 5, 2016
Metrics, metrics, metrics! Businesses today firmly believe that you can’t manage what you can’t measure. But for some contact centers, what to manage and what to measure are giant question marks. . In a recent webinar I hosted on “What to measure in customer service,” Forrester Research analyst Art Schoeller talked about what is the right strategy, the right approach to building out a hierarchy of metrics for managing our customer service contact center operations.
Speaker: Becky Parisotto
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
C3Centricity
JANUARY 15, 2016
Happy New Year to all C³Centricity Readers! First some exciting news for you. We are updating the Members area of our website, with a whole new look and feel. There will also be more content with a great new series of webinars to watch, and new templates, presentations, case studies and videos for you to review and [.]. The post Best Marketing Quotes of 2015 & their Implications for Your Business appeared first on C3Centricity.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Matters
JANUARY 27, 2016
Enjoy this Temkin Group video…Filed under: Emotion, Temkin Group Video.
InMoment XI
JANUARY 22, 2016
Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Why? Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. The message you send will communicate how you are as an organization.
Steve DiGioia
JANUARY 18, 2016
because you may not like the answers This original article was written by Steve DiGioia. Rose-colored glasses. Yes, that what they’re called. I had mine on…bet you did too. I knew I was a still just a junior manager but I walked around like the king. I was the newest big shot. Got things done, yes, that was me! Boss needed a project completed, I was the man.
Vonage
JANUARY 6, 2016
How’s this for a customer service strategy: Instant Gratification. I’m not talking just at the end of the transaction – think instant gratification at every step of the way. During the customer experience there are multiple touch points, or moments of interaction with the company’s employees, website or product. The goal is to make every aspect of the experience an opportunity to deliver instant gratification.
Speaker: Carolyn Clark and Miriam Connaughton
The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.
Uniphore
JANUARY 4, 2016
The emergence of liberalisation, privatisation & globalisation coupled with thriving population, climbing GDP growth, rising disposable income & increasing consumer expenditure across different economies of the world have fueled the growth in global retail industry & created numerous opportunities for all kinds of players in retail segment.
Experience Investigators by 360Connext
JANUARY 27, 2016
Heads up …when it comes to customer service, certain (painful) truths are universal. Customer service is such an important part in keeping people coming back to your business, and the specifics of your product or service don’t really matter. Even as technology advances, some frustrations are still not being addressed as well as they […].
Experience Matters
JANUARY 4, 2016
Okay, now that we’ve celebrated New Years, it’s time to get moving again. We’ve got a lot of CX work to do in 2016, which we’ve labeled as The Year of Emotion. As you start down the path of making 2016 a banner year for CX in your organization, I want to share my wishes for you: May you focus on your customers’ needs , even when internal priorities push them to be ignored.
ijgolding
JANUARY 27, 2016
I consider myself remarkably fortunate to do the things I do. One of the great pleasures of interacting with so many organisations is that I get to meet some amazing people… some amazing leaders. Many of you will have heard or read about my Grandma – Pauline Golding. Those of you who have not, you can read about this amazing lady here! The story led to me meeting the man responsible for Customer Experience at McDonalds in the UK.
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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.
Steve DiGioia
JANUARY 11, 2016
are your employees your Facebook friends, or foes? This original article was written by Steve DiGioia. Have you ever thought how much damage one employee can do to your business? Should they be banned from posting on Facebook? If you don’t believe so read on, you may change your mind. I have always prided myself with having a department staffed with positive and engaged employees even though the hospitality industry is one full of many challenges.
Vonage
JANUARY 20, 2016
If you’ve invested in a CRM system like Salesforce or Desk.com you’ve probably already started to realize the benefits of having all of your customer data stored in one place. But, did you know that by using a CTI adapter to integrate inbound and outbound phone calls with your CRM , you can extend your investment, while driving dramatic improvements in sales and service productivity.
GetFeedback
JANUARY 26, 2016
Learn about the 10 most common survey mistakes and how to avoid them to ensure your survey gets you number and quality of responses you need.
InMoment XI
JANUARY 26, 2016
In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy. Step 1: Understand Corporate.
Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.
Experience Matters
JANUARY 18, 2016
Whether or not you celebrate MLK Day (it’s a Temkin Group holiday), today is a great opportunity to reflect on some of Martin Luther King Jr.’s inspiring messages. I find that his words of change, personal accountability, and love hold true across many settings, including how we run our organizations. This year, I’ve decided to highlight (without any additional […].
BlueOcean
JANUARY 26, 2016
Let’s just be real here. The majority of us set New Year’s resolutions, knowing all along that we will more than likely quit just weeks, if not days, after January 1st. We do it year after year, and we watch the people around us do the same thing. So what is it about human nature that leads us to set goals only to see our vision and plans drop by the wayside before we’ve even given ourselves a fighting chance to succeed?
Customer Bliss
JANUARY 26, 2016
Delivering a reliable and then innovative customer experience requires adding a customer focus competency to the core competencies of your business (as important as products, finance, marketing or sales). The customer-focused experience needs to be built and honed as a skill. This means: Establishing a discipline for how cross-functional teams explore and understand emerging issues and opportunities.
Vonage
JANUARY 27, 2016
I am regularly amazed by brand new facilities that are obviously user-unfriendly. Huge investments of time and money…but who are they designing it for?!If you want to improve customer service quality, every decision needs to be made with clients in mind. A new airport in the Middle East is an impressive and expensive building. It’s huge, packed with stainless steel and halogen lights and lots of fancy gold.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
GetFeedback
JANUARY 6, 2016
In order to design an effective survey, you have to understand the fundamentals. Learn how to build a quality survey that captures valuable insights.
InMoment XI
JANUARY 26, 2016
In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy. Step 1: Understand Corporate.
Experience Matters
JANUARY 19, 2016
We just published a Temkin Group report, Lessons in CX Excellence, 2016. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. The report, which is 100 pages long, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience.
BlueOcean
JANUARY 11, 2016
So you made it through the contact center RFP process and your selection team made their final choice. Is the headache over? Can you finally hand over the metaphorical keys and let your new contact center outsourcer take the wheel? That would be nice, wouldn’t it? But we’ll be the first to admit that unfortunately it doesn’t work like that. At least, not if you want to maintain outstanding customer service performance.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
Experience Investigators by 360Connext
JANUARY 20, 2016
It’s important to have rules. There is no doubt about that. In any organization, we need processes and rules to help establish what the expectations are. But having a list of rules without connecting them to a WHY is a recipe for disaster. Give you people a mission with meaning. Companies need a mission, but […]. The post Empowering Employees: Do Your Rules Beg to be Broken?
Vonage
JANUARY 8, 2016
This post originally appeared on the Inside Customer Service Blog website and is republished here with permission. Two recent customer service experiences stood out for opposite reasons. One was good while the other was poor. They both reminded me that we put a bit of ourselves into every service interaction. Let’s start with the bad one.
Steve DiGioia
JANUARY 4, 2016
and they're watching your employees too! This original article was written by Steve DiGioia. Sitting on that park bench on Sunday afternoon, what are you doing? Reading a book, feeding the birds, eating lunch, talking with a friend or loved one? Or maybe you’re just “people-watching”. We do it all the time. The guy that is pacing around the mall while his wife is clothes shopping, the little old lady sitting in her rocking chair looking out the window, and the school principal walking the courty
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