Kristina Evey
DECEMBER 5, 2017
LISTEN to your Customers. Listening. We all know how to do it… but few know how to do it well … and it could be driving your customers away if you don’t do it well. Listen well and you’ll increase sales and customer loyalty. Even though communication involves two parts – speaking and listening – I believe that listening is actually 2/3 of successful communication.
Comm100
DECEMBER 19, 2017
Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Customers are smarter than before, and most of them already know your products and services intimately, based on online research or referrals, before making a purchase.
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Customer Bliss
DECEMBER 15, 2017
Last month, Forrester released a new report, “ Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response, ” and it was a great read – it confirmed many of the things that myself and other CX experts alike have been touting for years. There’s an increased focus on customer experience these days, and many companies are just beginning to implement a customer experience process.
NICE inContact
DECEMBER 5, 2017
Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight. These metrics can show why an agent left, but not how the company could have kept them.
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Experience Matters
DECEMBER 18, 2017
We examined the connection between customer experience and loyalty by tapping into our survey of 10,000 U.S. consumers to analyze the relationship between Temkin Experience Ratings (TxR) and future purchase intentions. To determine future purchase intentions, we asked consumer how likely they were to purchase more from the company in the future. We calculated the percentage of each company’s customers who selected “6,” or “7” on a scale from “1” (not at
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ijgolding
DECEMBER 4, 2017
The whole idea of the Net Promoter Score (NPS) is based around asking customers the question ‘How likely is it that you would recommend our company/product/service to a friend or colleague?’ and proposing to them a variety of response options based on a zero to ten scale. In the years since its introduction, NPS has become used all over the world and few organisations fail to ask their customers this question in one form or another at some point in the organisation/customer interaction.
Comm100
DECEMBER 14, 2017
In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Why? Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty. But delivering excellent customer experiences isn’t something that you can measure one time and not look to improve.
QuestionPro Audience
DECEMBER 4, 2017
The wearable technology market is growing at a rapid pace, with 1 in 5 Americans owning a wearable tech device. This technology encourages wearers to be more engaged in their health and lifestyle choices. In addition to being a fashionable accessory, wearables collect pertinent data that can be sent to the wearer’s physician. In contrast to a one-time blood pressure reading at an appointment, wearables provide data taken over a period of time, such as sleep patterns, heart rate, and activity lev
InMoment XI
DECEMBER 5, 2017
It is very refreshing and encouraging to see so many organizations with mission statements indicating their focus on the customer and their mission to deliver the best customer experience. Over the past few years, organizations have begun taking it a step further than just stating this customer focus, but have started establishing teams or divisions.
Speaker: Amanda Adams, Fractional CFO, CPA
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Experience Matters
DECEMBER 19, 2017
Every year, Temkin Group identifies a theme that we believe deserves the attention of the entire CX community. We focused on Elevate Purpose in 2017, Intensify Emotion in 2016, Engage Employees in 2015, and Amplify Empathy in 2014. We’ve decided to label 2018 as “The Year of Humanity.” With all of the discord and tension throughout the world, it seems like a good time for all of us to refocus on what’s most important, our collective humanity.
Lumoa
DECEMBER 18, 2017
The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. At Lumoa, we believe that it’s only the beginning. Customer experience and engagement are already changing the way businesses work covering larger and larger industries. To stay ahead of the time and to be successful, it is crucial to follow the newest trends in CX.
CloudCherry
DECEMBER 20, 2017
One of the most important things a company can do is to map the customer journey. Not long ago, mapping that path was relatively easy. However, the consumer is evolving at the speed of light, and, thanks to technological advancements, the customer journey is changing just as quickly. How the Customer Journey Has Changed. The customer’s journey through a sales funnel was linear and predictable.
GetFeedback
DECEMBER 28, 2017
Is your customer feedback sitting in an Excel spreadsheet? You're not alone. Get more from customer feedback by integrating your surveys with Salesforce.
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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.
QuestionPro Audience
DECEMBER 17, 2017
With the kind of competition that’s coming up in the market every day, it becomes crucial for organizations to be on the edge of things and be better than the best. New strategies and options to leverage on competition are developed to gain maximum benefits. Market research is one of the most reliant ways to keep up with the ever-changing market. For a market research to have a reliable and productive outcome, understanding the roadmap of activities from the responses received from the database
Centriam Customer Experience Lab
DECEMBER 12, 2017
Using conclusions drawn from Centriam’s 2017 Retail Study, we have proposed areas of focus to enhance customer experience for two common NPS objectives.
Experience Matters
DECEMBER 6, 2017
We published a Temkin Group report, The State of CX Metrics, 2017. Temkin Group surveyed 169 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve conducted annually since 2011. We also had them complete our CX Metrics Program Assessment that evaluates the degree to which these efforts are Consistent, Impactful, Integrated, and Continuous.
Lumoa
DECEMBER 5, 2017
Helsinki has welcomed 20.000 innovators at Slush , the world's leading startup event. This year among the main topics of "Technology" and "AI in Our Lives", you could also hear companies, both scaling and large, starting to talk about customer experience. It has been our second Slush and we enjoyed every bit of it. Slush gave us an opportunity to meet new and already familiar people, secure a couple of deals and have meaningful conversations on customer experience.
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.
CloudCherry
DECEMBER 28, 2017
Startups by nature are ever evolving. Everything in nature is. Believers in Darwinism would vouch for the benefits of evolving faster than the ecosystem. Startups with a short half life would do well to read up on the Origin of the Species and fast forward to today. That was the overarching thought with which the management team decided to shun data and connectivity to solve some wicked challenges confronting us using the power of Systems Thinking.
CX Accelerator
DECEMBER 12, 2017
How Carvana is leveraging customer experience principles to revolutionize the process of buying a car. Last night began in standard fashion…I consumed a spicy chicken sandwich from Chick-fil-A and wandered around the kitchen for a bit. Things took a turn for the crazy, however, when we headed out to buy a new car out of a giant vending machine. Yes, I’m speaking of Carvana, “The New Way to Buy a Car” as their tagline says.
QuestionPro Audience
DECEMBER 8, 2017
Millennials get a tough rap. If it’s not a news story about how entitled they act, they’re being told they’ll never be able to afford to buy a house because they spend their money on avocado toast. Maybe it’s not actually the toast—maybe they’re not able to purchase a home because 63% of millennials have more than $10,000 in student loan debt. According to a study on millennial student debt , 83% of non-homeowners believe their student loan debt has delayed them from buying a home.
Customer Bliss
DECEMBER 8, 2017
The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so.
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.
Experience Matters
DECEMBER 13, 2017
As many readers of this blog know, Purposeful Leadership is one of Temkin Group’s Four CX Core Competencies. How do leaders demonstrate this characteristic? By mastering what we call the 5 P’s of Purposeful Leaders: Persuasive, Passionate, Propelling, Positive, and Persistent. In a recent post, we showed how Purposeful Leadershipaffects the behaviors of employees.
Alida
DECEMBER 28, 2017
Anna Muzychuk is taking a stand for women’s rights at her own expense. The Chess Grandmaster won the 2016 Women’s World Rapid Chess Championship and the Women’s World Blitz Chess Championship. She’s currently ranked the number two woman by Fédération Internationale des Échecs ( FIDE ), which governs international chess competitions.
Steve DiGioia
DECEMBER 4, 2017
do you still care about customer service or is it all about the money This original article was written by Steve DiGioia. Being in the hospitality business for over 20 years, I have seen some of the best and worst at their trade. But the dining experience sure has changed…. From the hardworking, studious college kid that was very driven and worked as a waiter 6-days a week to put himself through school; the gravelly-voiced divorced mom of 4 grown kids that needed to pay her bills and get her lif
ijgolding
DECEMBER 11, 2017
Earlier this year I was lucky enough to visit Kyoto in Japan for a holiday. Being a customer experience specialist means never quite leaving work behind, even on holiday, and I wanted to find out whether the customer experience in Kyoto would be different to anywhere else. Kyoto is a wonderful place. Although much less densely populated than Tokyo or London, it attracts around 50 million tourists each year.
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
QuestionPro Audience
DECEMBER 21, 2017
New Year’s has become synonymous with resolving to be a better you in the new year. January 1 marks not just the beginning of many consumer’s journeys to their goals, but also a turning point for industries that stand to profit from these sudden shifts in consumer behavior. After a long holiday season filled with food and drinks, the most popular resolution is to lose weight, but gyms are not the only industry that will benefit from consumer spending in the new year.
NICE inContact
DECEMBER 5, 2017
Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight. These metrics can show why an agent left, but not how the company could have kept them.
Experience Matters
DECEMBER 11, 2017
In our Q3 2017 tech vendor study, we asked 800 IT decision makers in large North American companies if they would be willing to be references for the vendors that they use. As you can see in the chart below, Apple leads the pack with 48% of its clients saying that they’d act as a reference. At the other end of the spectrum, only 11% of Alcatel-Lucent clients would be willing to be a reference.
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