InMoment XI
AUGUST 18, 2015
Who are the real customers of VoC and CX teams? To CX teams and professionals, this question might seem easy to answer – it is your customers, the people who purchase your products and services. But as correct as it might seem, that answer is wrong, or at least incomplete. CX/VoC is just another part of.
Experience Matters
AUGUST 17, 2015
One of the themes from the positive psychology movement is the importance of sleep. Research has shown that happiness is very reliant on people getting enough sleep. Check out Ariana Huffington’s excellent Ted Talk where she identifies sleep as a critical ingredient to success. We decided to test that theory in our most recent study of 10,000 U.S. consumers.
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C3Centricity
AUGUST 23, 2015
Posts which include quotes are amongst the most shared on social media. Everyone seems to love them. This is because they are short, simple and often inspiring. They also usually fit conveniently into the 140 word limit of Twitter posts. C³Centricity is no exception; our marketing quote posts are always the most popular, year after year. [.]. The post How to Use Marketing Quotes to Inspire and Catalyse Action appeared first on C3Centricity.
Kerry Bodine
AUGUST 17, 2015
Over the past year, I’ve had several prospective clients get excited about improving their customer experience—and then postpone their CX initiatives because they first need to “prioritize defining the business requirements” or because they’re about to “embark on a major org change.”. This approach always leaves me scratching my head. While these types of initiatives may make leaders feel as if they’re moving the company forward, the lack of customer input puts their decisions and change managem
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ijgolding
AUGUST 20, 2015
I was inspired to create my own methodology for writing Customer Experience Reviews by reading and watching the plethora of infamous restaurant critics who are regularly in the public eye. Apart from the fact that I have always been envious of anyone who gets PAID to eat in the best restaurants all over the world, I wanted to not just critique organisations I interact with, but to create a way of reviewing Customer Experiences to help others understand the significance of the ‘end to end&#
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
AUGUST 26, 2015
Many companies treat Customer Journey Mapping (CJM) as a major undertaking, and for good reason. For those who have never done CJM, a first-time journey map can provide valuable insight into how customers experience the brand. It brings employees across the enterprise to a greater awareness of customer needs. It highlights major customer pain points.
Experience Matters
AUGUST 3, 2015
We just published a Temkin Group report, Behavioral Guide to Customer Experience Design. Here’s the executive summary: According to recent scientific research, customers make most of their decisions using intuitive thinking instead of rational thinking. Intuitive thinking relies on unconscious heuristics and biases to make decisions efficiently, and as a result, people tend to be more affected by losses than by gains, to prefer simplicity over complexity, to be affected by their current em
C3Centricity
AUGUST 9, 2015
Last week I spoke about five of the most important actions you can take when starting your journey to improved customer centricity. If you missed it, you can read the post here. It will make a good background to this week’s ideas and suggestions. In this post, I would like to continue to support your efforts with some [.]. The post Connect with Customers for World-Class Understanding: 4 “Free” Ways for Every Business appeared first on C3Centricity.
Kerry Bodine
AUGUST 24, 2015
In order to transform your customer experience, you need to change employee behavior. But how can you encourage the right types of behavior? Two awards will help. The Above & Beyond Award: When a customer contacts your company with a problem, you want employees to fix it as quickly as possible. Depending on the nature of the problem, that might mean doing tasks that aren’t in their official job descriptions, staying overtime, or going on what feels like an organizational scavenger hunt.
Speaker: Amanda Adams, Fractional CFO, CPA
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, 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.
ijgolding
AUGUST 4, 2015
The summer holidays are upon us. Sun. Sea. Fabulous Food. Fun. Friends. I am sure there are many more words that spring to mind when thinking about holidays planned both at home and abroad. The words I have chosen to use are all positive ones – exactly what should be used when thinking about a time every year that we most look forward to. Holidays are a time when MEMORIES are made, captured on every digital device imaginable as well as hard wired into our brains.
Steve DiGioia
AUGUST 31, 2015
This original article was written by Steve DiGioia. Much has been said and written about the “ secret to customer service ”. Do this, don’t do that. Customers want this and don’t like it when you do that. Many offer some great, and probably very useful, ideas that will fix the issues of service. Well, I don’t know about “the secret” but here are my rules to end bad customer service. 1 ► If you can’t relate in a pleasant professional manner with people that want to giv
InMoment XI
AUGUST 31, 2015
As a people we are obsessed with metrics. In our professional lives we fret over revenue, gross profit, contribution margin, market share, sales efficiency, churn, and countless other behavioral and financial measures. In our personal lives we perseverate on our BMI, our blood pressure, weight, HDL, and heart rate. We carry devices in our pockets.
Experience Matters
AUGUST 21, 2015
A few months ago, The Consumerist leaked Comcast’s 10 point Customer Experience Action Plan. 1. Never being satisfied with good enough. 2. Investing in training, tools, and technology. 3. Hiring more people … Thousands of people. 4. Being on time, every time. 5. Get it right the first time. 6. Keeping bills simple and transparent. 7. Service on demand. 8.
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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.
Experience Investigators by 360Connext
AUGUST 24, 2015
Did you know that by 2016, 89% of companies will compete mainly by the customer experience they provide? Are you preparing your customer experience strategy for this? Your survey data and customer dashboards only tell part of the story. The last quarter of the year is the perfect time to set your customer experience strategy up […]. The post Get Your Experience Strategy Ready for the 4th Quarter!
Kayako
AUGUST 20, 2015
Who loves training sessions? Support reps get a lot of training sessions from the moment they start their job: for product training, new feature launches, soft skills and communication. This is great. This gives them a solid baseline for doing their jobs. But at some point, training starts to become less and less effective. They also become less interesting to the reps themselves.
Vonage
AUGUST 14, 2015
When I tasted the Greenwich Pizza ‘Garden Delight’ in the Philippines, my tastebuds got a shock! The pizza was covered with sweet tomato sauce and the cheese on top was cheddar. I’ve been eating pizza all my life. Pizza is made with tangy tomato sauce and should be covered with mozzarella cheese, right? Sweet sauce and cheddar is no way to make a pizza.
Steve DiGioia
AUGUST 27, 2015
it's really easy This original article was written by Steve DiGioia. One day a man was walking along the beach when he noticed a boy picking something up and gently throwing it into the ocean. Approaching the boy, he asked, “What are you doing?” The youth replied, throwing starfish back into the ocean. “The surf is up and the tide is going out. If I don’t throw them back, they’ll die.”.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
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.
InMoment XI
AUGUST 19, 2015
Tesla is not only redefining what the automobile is; it is fundamentally disrupting how vehicles are purchased in the United States. And, according to new research by MaritzCX, customers are loving it. Tesla’s unorthodox retailing approach of having about 83 factory direct outlets (‘galleries’) in shopping malls and other unconventional locations scattered across the US with.
Experience Matters
AUGUST 6, 2015
How much is it worth to have customers willing to try your new products? There’s a huge advantage in having customers who are looking to try your next offering versus customers who want nothing to do with your latest and greatest. That’s why we created the Temkin Innovation Equity Quotient (TIEQ). The TIEQ is based on a simple question: “ If <COMPANY> announced a new product or service, how likely would you be try it right away?
ijgolding
AUGUST 25, 2015
I am often asked how I find so much to write about on the subject of Customer Experience. Happily and sadly too many organisations make it very easy. So many of us experience great things (less so) and awful things (too often) on a regular basis, that I am inundated with stories that bring to life the effect (good, bad or indifferent) that Customer Experiences really do have.
Kayako
AUGUST 28, 2015
From a distance, the sunny world of customer service advice looks just like a manual for being a really good friend. Make them feel welcome. Never lie. Be empathetic. Be available. Really listen to them. Smile more! Like tired tropes, they talk big but signify little. It’s no wonder then that support people faced with argumentative customers and escalations often feel underprepared to handle their customers.
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
Vonage
AUGUST 11, 2015
Businesses can pour money into elaborate advertising campaigns, but poor customer service can undo all that hard work instantly. Excellent customer service can be as good (and often better) for your brand than a well-orchestrated PR campaign: get your customers to do the talking for you! Great service also determines whether your existing customers shop with you again and whether your potential customers get beyond just that – potential.
Steve DiGioia
AUGUST 24, 2015
and you want me to pay $5 for this? This original article was written by Steve DiGioia. I remember the days, and they weren’t that long ago, when you could stop into any diner or coffee shop and ask for a “regular or light & sweet” and have the coffee prepared perfectly and placed in front of you within 15 seconds. Now, the local coffee shop has been replaced with the superstar coffee shops that have every imaginable named version of burnt coffee that costs $5 each.
InMoment XI
AUGUST 6, 2015
“How likely is it that you would recommend this company to a friend or colleague?” In the last decade, this one question has provoked a long-standing debate between business executives, looking for the ultimate method to measure customer satisfaction, and researchers, who believe that that there is no substance to these methods. In the Red.
Experience Matters
AUGUST 31, 2015
We just published a Temkin Group data snapshot, Channel Preferences and Cross-Channel Activity Benchmark, 2015. The research examines consumer preferences for using different channels for completing common tasks as well as the frequency of several cross-channel interactions. Here’s the executive summary: In Q3 2015, we surveyed 10,000 U.S. consumers about their channel preferences for performing 11 different activities—such as selecting a life insurance policy or applying for a new credit
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
Experience Investigators by 360Connext
AUGUST 19, 2015
Did you know customer experience is the new: marketing customer advantage trend in business user interface answer ???? No. It’s not. It’s not any of these things, and yet I keep seeing blog posts and articles and podcasts and books that make these claims. It’s not new. It’s not a trend. And it’s not only […]. The post What Customer Experience Is NOT!
Kayako
AUGUST 25, 2015
Scaling up your customer support team means you not only need to hire more staff to handle the increase in volume, but you’ll also want to measure performance and results from your current team, to ensure they’re working efficiently and to their full potential. Speed is easy to manage and measure. So, a lot of managers tend to default to only using this, to track how long it takes for a team member to respond to a customer enquiry, also known as average handle time (AHT).
Vonage
AUGUST 4, 2015
The experience of going through security in airports is not usually something that people would look forward to or enjoy, but I have been really impressed lately with the introduction of the “how was your experience today?” machine which now sits at the end of most airports security gates. If you haven’t seen these machines they are really simple.
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