InMoment XI
SEPTEMBER 25, 2015
Implementing a locally and globally effective, yet efficient customer experience(CX) program doesn’t come easy. To be successful, such a program needs to deliver against very different needs, from the head office to local markets. The following ten steps are a guideline to a successful start of your global CX program: 1. Define what global means to your organization This.
C3Centricity
SEPTEMBER 20, 2015
Marketing is a great profession. I’ve worked in or with marketing teams for most of my career. From the outside, they are seen as the department that comes in late, parties every night and gets to talk about advertising at conferences in exotic places. For those in operations or finance, they don’t seem to be that [.]. The post Marketers, Do You Know Everything You Should?
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Experience Matters
SEPTEMBER 30, 2015
CX Day is less than one week away! As part of Temkin Group’s CX Day celebration , we created a new video, Customer Experience Matters ®. It shows the value and power of customer experience. Share it, share it, share it! The bottom line : Customer experience really matters. Customer Experience Matters is a registered trademark of Temkin Gorup.
Kayako
SEPTEMBER 24, 2015
Implications of the traditional team structure. Companies are finding new ways to improve the way they run. One of those ways is rethinking the way the company is structured and review the opportunities for career progression. In the most basic form, companies have the choice of opting for a flat or hierarchical structure. A flat structure is where there are fewer layers of management.
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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.
Vonage
SEPTEMBER 25, 2015
By Sarah Metcalfe, Head of Customer Service at SureFlap. Customer Contact Expo, the UK’s largest event for the customer contact and customer service industry, is now less than a week away, and I’m looking forward to joining some of the industry’s leading experts on both days to talk about how SureFlap provides its excellent customer experience and has rapidly grown its business.
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
SEPTEMBER 21, 2015
“When I did good, I heard it never. When I did ill, I heard it ever.” This was the idiom on a placard that hung on my grandmother’s kitchen wall for over 30 years. I really didn’t understand what it meant when I was 8 years old, but it rings true now. As a species, we focus disproportionally on the bad, glossing over or ignoring the good. Read the newspaper and you will see a disproportionate amount of bad news versus good.
Steve DiGioia
SEPTEMBER 7, 2015
This original article was written by Steve DiGioia. Once again, time to discuss how to end bad customer service. Have you followed any of my first 6 rules in Part 1? I h ope so, because I know they work. Strap yourself in; here’s Part 2. . ~~~~~~~~~~~~~~~~~~~~~~~~~~~. 7 ► Be “a person” to your customer, not just “the waiter” or real estate agent or store clerk.
Experience Matters
SEPTEMBER 9, 2015
Last year Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 6th (1st Tuesday in October) and we’re planning another great celebration. Temkin Group has labelled 2015 as the Year of the Employee for customer experience. As you’ll see below, we’re continuing that theme in our plans for CX Day 2015: Research discount.
Kayako
SEPTEMBER 29, 2015
Why you should set goals. Customer support goals are important for a number of reasons. Setting the right goals shows you understand the needs of your customers and what your team can do to better support them. Do not set goals randomly ; they should stem from extensive research that supports why you are setting them. Goals should be set at company level as well as at individual level, and you should understand how all these goals work together to achieve the overall company vision.
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.
Vonage
SEPTEMBER 3, 2015
Marc Benioff is a tech geek, a communications expert, an inspirational speaker and a philanthropist. Arguably, the real secret to his success is his ability to communicate. Anyone who’s been to Dreamforce will know exactly what I mean. He’s a natural showman and kicked off last year’s Dreamforce with a traditional Hawaiian blessing, along with a surprise performance from the Beach Boys.
Experience Investigators by 360Connext
SEPTEMBER 22, 2015
Your customers are already evaluating the experience you are delivering. And they’re making decisions because of it. 89% of customers will decide based on customer experience in 2016. How can you create a better customer experience now to compete in this changing marketplace? 1. You need to understand the customer journey of today. You can’t improve on […].
InMoment XI
SEPTEMBER 14, 2015
Employee Engagement is a concern for any organization worried about customer retention and employee productivity. Companies want to know what they can do — what program they can roll out, what software they can implement— to increase employee engagement in order to improve customer satisfaction. Since we know that the two are linked, it is vital.
Steve DiGioia
SEPTEMBER 24, 2015
get your pom-poms out! This original article was written by Steve DiGioia. Last Monday I was fortunate to get out of work early enough to rush over to watch my daughter’s cheerleading squad perform during the high school football game. Then, at the conclusion of the game, I saw something that I never thought much about at earlier games I’ve attended….
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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 Matters
SEPTEMBER 10, 2015
We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. Here’s the executive summary: Temkin Group defines culture as how employees think, believe, and act, and if an organization wants to differentiate its customer experience, it must address each one of these areas. However culture change is not easy. Culture change efforts are often impeded by common pitfalls, such as ignoring the existing culture or becoming impatient at the pace of change.
Kayako
SEPTEMBER 3, 2015
We set ourselves an ambitious goal of building the first successful monthly industry webinar series. Here’s the story of how we got started, and what we learned from running our first webinar. Webinars are a great way to get a lot of information across in a relatively short space of time and have the added benefit of being able to ask your questions live to the speakers.
ijgolding
SEPTEMBER 29, 2015
The month of September comes around every year. The kids go back to school. Millions go back to work after the summer holiday. Autumn starts to knock on the door. Christmas decorations are prominently displayed in stores all across the land. September is a month that signals change – some embrace it, while others despair at the fact that they may not get another day off until Father Christmas has paid a visit!
Experience Investigators by 360Connext
SEPTEMBER 10, 2015
The ideal customer journey is so tempting. It’s so magical to start designing the beautiful, happy day journey for our customers. On their best day, they fall in love with our products, they get excited at the unexpected moments of delight we offer, and they move on to become evangelists whose loyalty can’t be threatened. […]. The post 5 Ways to Rock your Worst Case Customer Experience Scenario appeared first on Customer Experience Consulting.
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.
Vonage
SEPTEMBER 29, 2015
If you look at most Voice of the Customer (VoC) programmes typically, they start in the contact centre. The aim of these programmes is to make customers stay longer, spend more and recruit new customers. But, there are some clear challenges that the industry is facing with these programmes, which can be backed up with stats from Forrester: Over a third of VoC programmes have had no executive support. 60% of organisations don’t use the programme for customer experience design (such as asking bett
InMoment XI
SEPTEMBER 30, 2015
Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth. To help solve this problem, the CXPA (Customer Experience Professionals Association) has dedicated a day to spread innovative approaches to customer experience across the world.
Experience Matters
SEPTEMBER 12, 2015
If you’re a regular reader of this blog, then you know that I am an avid fan of our New England sports teams: Go Patriots, Red Sox, Celtics, and Bruins! So I periodically take a break from customer experience and write something about sports. With the start of the NFL season, I thought I’d examine who likes to watch pro football. As part of Temkin Group’s consumer benchmark study in January, we asked 10,000 U.S. consumers about the professional sports they enjoy watching.
Steve DiGioia
SEPTEMBER 14, 2015
how I miss the "old days". This original article was written by Steve DiGioia. Service, in all its forms, has changed drastically from the ways our parents, and I, have been brought up with. Too many industries have gotten away from tending to the needs/wants/desires of their customers in ways that used to be the “norm”. With today’s change from the small “mom & pop” stores where you knew the owners, since they probably were a neighbor of yours, to the large warehouse-style conglomerates we
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.
ijgolding
SEPTEMBER 8, 2015
Bureaucracy – it is all around us – wherever we look. We cannot avoid it. No-one likes it, but it is something that is as inevitable in our daily lives as sleeping and eating. So much of our lives WASTED battling bureaucracy, it often makes me wonder why on earth so much of it exists! Since the global economic crisis in 2008, I have found myself pondering over this question more and more – usually when wading through treacle or pushing water uphill – largely because burea
Kayako
SEPTEMBER 17, 2015
A Frequently Asked Question section (FAQs) is without a doubt the most commonly used tool in self-service. Whether it’s just a few questions on a “Contact Us” page or Zappo’s massive, eternal scroll-fest , FAQs offer a simple way for customers to scan for topics and solutions. But now for some things you may not know: Have you ever thought that your FAQs may be hurting your self-service?
QuestionPro Audience
SEPTEMBER 28, 2015
Likert Scale and other scales designed to measure attitudes, such as satisfaction, are ubiquitous in market research. They have their uses that is for sure, but there are a few caveats one should be aware of. In this post we will start this review by looking at number of scale points. As researchers we have to maintain the balance between our client’s need for information and our respondents’ valuable time.
InMoment XI
SEPTEMBER 18, 2015
Dann Allen and Rich Dorfman discuss how the digital revolution has caused the banking industry to increase focus on customer experience. As customers become increasingly reliant on mobile apps and the internet to control their finances, CX programming can drive more personal and meaningful brand interactions between banks and their customers.
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 Matters
SEPTEMBER 29, 2015
We just published a Temkin Group report, Maximizing Value From Customer Journey Mapping. Here’s the executive summary: Customer Journey Maps (CJMs) are a valuable tool for understanding how customers truly interact across an entire organization, but companies aren’t capturing enough value from their CJM efforts. Creating a CJM is only the first step in the process for change; the real benefit comes from using the insights from CJMs to drive action.
Steve DiGioia
SEPTEMBER 17, 2015
Guest post by Matt Heller, author of "The Myth of Employee Burnout" This original article was written by Steve DiGioia. Today’s guest post is by Matt Heller, founder of Performance Optimist Consulting. Matt writes about how great customer service almost ruined his RUSH concert! You know me; I am all about great customer service… knowledgeable, friendly, thoughtful customer service.
ijgolding
SEPTEMBER 21, 2015
I have been saying for a long time now that the reason organisations exist is to ‘fulfill a purpose’ Sadly, many consciously and some unconsciously, believe that the reason their organisation exists is ‘to make money’ I wholeheartedly disagree. The mantra that I impart on to anyone who will listen is as follows: No commercial organisation exists to ‘make money’ All commercial organisations exist to ‘fulfill a purpose’ The better able they are at fu
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