Experience Matters
AUGUST 9, 2017
I hate to break this news to you, but your customers most often interact with your organization because they have to, not because they want to. And when they do connect with you, it’s part of a larger journey that they’re on to achieve something more important than the interaction with you. That’s why it’s critical for organizations to understand and to design experiences for their customers’ journeys.
QuestionPro Audience
AUGUST 9, 2017
The past few years have been a whirlwind for the autonomous automotive industry. To date, Google’s self-driving cars have driven over 2 million miles and Tesla’s 90,000 cars are equipped with AutoPilot enabling the vehicles to maintain speed, change lanes and even park without any input from the driver. What Tesla advertised as simply a driver’s assistant, is being used as much more than that.
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Customer Bliss
AUGUST 24, 2017
I have said this over the years, and recently, several of my podcast guests have also discussed it: there is an ever-increasing need to think of employees as customers as well, i.e. internal customers. Retention rates in major companies have been dropping for years, for a variety of reasons: more flexible work options, people pursuing their own ventures or teaming with startups, bad management, etc.
Storyminers
AUGUST 28, 2017
I’m always curious about what makes leaders of customer experience and transformation projects invest in what’s new. Oracle , in its recent “ CX FACTOR PROGRAM ” has done much of that research for me (and for you). It’s in the form of a dozen interviews with company leaders whose brands are excelling at the customer experience.
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ijgolding
AUGUST 9, 2017
A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally. In other words, they ‘understand’ what CX is, but do not necessarily think that there is anything that they or their organisation need to do to continuously improve the way they manage CX and educate their people in INTE
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
AUGUST 20, 2017
I’m sorry about this somewhat political post (you can stop reading it now if you like), but I feel as though we all have a responsibility to speak up. I’ve become saddened by the apparent rise of hate across the U.S. Instead of embracing the strength of our diversity, our country seems to be giving rise to hateful rhetoric and policies that target minority groups.
QuestionPro Audience
AUGUST 15, 2017
Data is the lifeblood of today’s digital businesses, and protecting it from theft, misuse, and abuse is the No. 1 responsibility of every data security professional. Hackers stealing customer data can erase millions in profits within weeks, stolen intellectual property can erase competitive advantage overnight, and unexpected privacy abuses can bring unwanted scrutiny and fines from regulators while inflicting reputational damage that can last months, even years.
Customer Bliss
AUGUST 3, 2017
Some interesting, if not surprising, news from the customer experience world recently. Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. Forrester is a very-vetted research brand, but it’s important to understand the ecosystem here.
Kayako
AUGUST 30, 2017
All hands support has been a buzzword in the tech world for a few years now. Its premise—that everyone in the company from the CEO down to developers—spends time working as customer support agents, talking to customers, and answering questions. It’s a great practice in theory, and hypothetically will make everyone at a company more empathetic and customer-driven.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
ijgolding
AUGUST 20, 2017
Looking back through my articles over the last few months, a great number have made the connection between strong, customer centric leadership and the ability to drive an effective and sustainable approach to Customer Experience. It is no secret that I am a huge admirer of Jeff Bezos, the founder of Amazon – in May I wrote an article explaining why.
GetFeedback
AUGUST 23, 2017
The support experience is made up of small interactions that leave big impressions. Here are 4 customer support touchpoints that might need your attention.
Experience Matters
AUGUST 29, 2017
Temkin Group has labelled 2017 The Year of Purpose, so we have been examining the topic of purpose across many different angles. One of the areas we are interested in is the impact that a person’s level of purpose and meaning has on how they behave as an employee and customer. It turns out that it has a pretty significant impact in both of these areas.
QuestionPro Audience
AUGUST 23, 2017
How Has the Total Solar Eclipse Affected Americans? There are very few truly great events in this world that sporadically take place. But like clockwork, just as quickly as these events come, these events also are disregarded as the immediate past. Luckily, as researchers, we got to stick around to examine the backend and see how the Total Solar Eclipse affected Americans. .
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Customer Bliss
AUGUST 1, 2017
Episode Overview. Tom is the Principle, Head of Member Experience at Aon Hewitt. While he’s been in customer-facing roles for about 25 years, he’s only been at Aon Hewitt since mid-2016. (Immediately prior, he was a Senior Customer Experience Analyst for Forrester.) Because he’s been in his role about 12 months, most of this conversation is focused on what he set out to accomplish in the first year — and what he thinks the next 6-12 months will look like.
Alida
AUGUST 9, 2017
More than 8,300 retail stores are expected to close all over North America in the next 12 months. And yet, according to Doug Stephens , founder of the consultancy Retail Prophet, brick-and-mortar stores still have an important role in business today. The number of stores that are expected to close in the next year, according to @RetailProphet. [link] #cxblindspot pic.twitter.com/xgMHhSlcDA. — Kelvin (KC) Claveria (@kcclaveria) August 3, 2017.
Experience Investigators by 360Connext
AUGUST 9, 2017
I’m getting calls from very well-meaning business leaders lately. They are well-versed in many areas of business. Perhaps they were in marketing, or technology or operations. Or maybe they were responsible for the learning and development of thousands of employees. They have credentials and experience and are viewed as leaders of change in their organizations.
GetFeedback
AUGUST 7, 2017
Customer support and customer success both focus on driving customer satisfaction and loyalty, just in different ways. But will they be different for long?
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.
Experience Matters
AUGUST 2, 2017
Human beings are naturally empathetic, yet that tendency can get crushed when they go to work. Watch and read below… Did you know that human beings are genetically wired for empathy? Our brains have something called mirror neurons that allow us to virtually feel what someone else is feeling. If you see your friend bump her head, then you are likely to react almost as if it had happened to you.
QuestionPro Audience
AUGUST 31, 2017
It’s no secret that happy, loyal customers are your business’s most valuable asset; a loyal customer is worth up to 7x more than a new one! For that reason, consumer-facing companies find it essential to have some type of customer loyalty program. From the ubiquitous and tech-savvy Starbucks App to the paper punch card at the cafe down the street, there’s a solution available for every type of business at every price point.
Customer Bliss
AUGUST 15, 2017
Episode Overview. Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally. Her skills and long tenure with the company led her to use agile design thinking to prove and implement changes in the customer experience — to gain traction and drive real sustainable improvement.
Uniphore
AUGUST 29, 2017
Who wants to be a customer experience manager? A relatively new job title in the customer service space, customer experience manager is more than just a fancy title – it is the glue that holds the customer service center together. Read More.
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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.
Kayako
AUGUST 10, 2017
You finally send off an email that answers all your customer’s questions. But before you can congratulate yourself with a pat on the shoulder, they’ve replied with a dozen more queries. Or even worse, they’ve – inexplicably – become angry! Don’t they understand what you meant? Don’t they get you’ve got more customers to deal with? Unfortunately, the answer to both questions is often ‘no’.
InMoment XI
AUGUST 22, 2017
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Customers Expect More Delivering omni-channel experiences has been a hot topic in the CX industry for a number of years. The reason that we keep talking about it is that very few have actually achieved.
Experience Matters
AUGUST 14, 2017
Temkin Group published the 2017 Temkin Online Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the online experience delivered by 282 companies across 20 industries. USAA took the top two spots for its banking and insurance businesses, and its credit card business tied for 4th. Advantage Rent-A-Car took third place and Amazon.com tied for 4th.
QuestionPro Audience
AUGUST 31, 2017
Our Engineering and Product teams had a great quarter in preparation for QuestionPro’s second official Engineer Appreciation Day. Huge congratulations and recognition goes to Ronak Shah, Sr. Java Developer, who was awarded for his relentless dedication and knack for problem-solving on August 22nd, 2017 in QuestionPro’s office in Pune, India. Our team of 40+ engineers gathered to celebrate their collective hard work and accomplishments throughout the second quarter.
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
Customer Bliss
AUGUST 17, 2017
I don’t want to discuss my next book too much, as we’re currently doing some planning and development work around it, but — as you would probably guess — the theme is customer experience. We’re going to spend a lot of time in the next book discussing the pros and cons of specific experiences, both good and bad. You may see a company one day go through a total customer experience/PR flame-out (United Airlines is a recent example, or Volkswagen) and wonder to yourse
CX Journey
AUGUST 29, 2017
Image courtesy of Pixabay Does your company put employees first? or customer first? I suppose that there's one more possibility - neither. Sadly, that's the case for a lot of companies. But that's not the topic of this post. This post is all about where employees fall in order of importance in your company. Recently, I was reading an article in Industry Week and came across this paragraph.
Who's Your Gladys?
AUGUST 2, 2017
You’ve undoubtedly heard of the Internet of Things (IoT). So what is it? According to Forbes, IoT is described as everyday objects that can be connected to the Internet and be recognized by other devices and contribute info to a database. The Internet of Things. The post How is the Internet of Things Affecting Customer Service? appeared first on Who's Your Gladys?
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