Experience Matters
NOVEMBER 9, 2016
I’m sure you’re not surprised to hear that mobile customer experience is on the rise, but this infographic provides some more insights on what that shift looks like. It pulls from a variety of Temkin Group research, including: Data Snapshot: Channel Preferences Benchmark, 2016, Five C’s of Mobile VoC Disruption, Data Snapshot: Media Use Benchmark, 2016, and The State […].
ijgolding
NOVEMBER 22, 2016
As customer experience has become increasingly recognised as a thing of tangibility, so has the need to adopt and embed the skills and competencies that make managing it (customer experience that is) a reality. Any ‘concept’ that becomes something requiring methodologies, approaches, tools and techniques, also requires the need for people to understand how to use, deploy and embed them.
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InMoment XI
NOVEMBER 10, 2016
The real value of customer experience programs is not in gathering customer feedback, but in putting the voice of the customer to work. While there was never a positive return on investment (ROI) for simply measuring satisfaction (no more than there is a positive ROI for taking your temperature when you are sick), today’s cost/benefit.
Vonage
NOVEMBER 10, 2016
The CEO of Busey Bank, Van Dukeman, has an interesting concept he calls the of Business. I heard his presentation on the subject of how quickly a business moves when I had the privilege of working with the bank, and I realized the importance of how velocity applies to the customer service experience. What comes to mind when you hear the word velocity ?
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Alida
NOVEMBER 25, 2016
In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. These companies understand that the more they know their customers, and the more they engage with them, the greater the benefits of customer intelligence.
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
NOVEMBER 17, 2016
Every day, people are faced with innumerable choices, and methodically weighing the pros and cons of each one is not only unnecessary, it is also mentally draining. In order to ease this cognitive burden, people have evolved two modes of thinking—intuitive thinking and rational thinking—to help us make decisions more efficiently. Intuitive thinking—also known as System […].
ijgolding
NOVEMBER 15, 2016
Anyone who knows me will tell you that I love a good story. Storytelling is such a powerful way of bringing theories and concepts to life – if you are good at it, the use of stories as a way of inspiring others is second to none. Over the years, I have told a fair number of horror stories to help others learn about the importance of Customer Experience – to the customer, the employee and the shareholder.
InMoment XI
NOVEMBER 8, 2016
Setting yourself apart from the crowd in your career can be a difficult task. It requires time and effort. Certification is an important part of career development, especially for those in Market Research and Customer Experience (CX) fields. In the rapidly growing and changing field of Customer Experience and Voice of the Customer (VOC), certification.
Vonage
NOVEMBER 4, 2016
Each week, I send out a Customer Service Tip of the Week email to my subscribers. (Not a subscriber yet? Get it here.). It’s usually a reminder. The idea is to reinforce good customer service skills by starting each week with a specific tip to focus on. Eventually, the tips cycle through and start over again. I’ll occasionally add some new tips to the mix.
Speaker: Amanda Adams, Fractional CFO, CPA
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Steve DiGioia
NOVEMBER 28, 2016
This original article was written by Steve DiGioia. There’s a reason why Apple is a leader in not only technology but customer service too. They actually provide the vehicle(s) needed to service their customers’ needs. It’s not based on what Apple wants but on what their customers’ need. Here’s how I found out. I purchased a new iPhone 6 Plus on the Wednesday before Thanksgiving.
Kayako
NOVEMBER 24, 2016
We like to think of ourselves as people who stick to our deadlines (I am sure you are the same!). So why do we often miss the deadlines we create in our minds? And why are so many of us overdue in shipping our next project? The new Kayako was no exception – It was overdue almost two years. The truth that is never told about releasing products is that it will cost you sleep.
Experience Matters
NOVEMBER 21, 2016
We often get asked by companies that don’t directly serve consumers if they can learn from customer experience content that seems to be more focused on business-to-consumer (B2C) models. The answer: Absolutely yes! Our research does include some items that are B2C-oriented, but most of our core ideas apply quite well in other models, including business-to-business (B2B), government and non-profits. […].
ijgolding
NOVEMBER 1, 2016
If I am asked my opinion of the state of Customer Experience around the world, I make a number of rather bold statements. For example, I believe that whilst most organisations are now capturing and measuring Voice of the Customer in some way, the vast majority are measuring it incorrectly or badly. A bold statement indeed – and one that I have addressed in another blog post.
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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
NOVEMBER 8, 2016
Loyal customers save your company money, predict future sales, generate referrals, and gain value over time. Here are 5 ways to drive customer loyalty.
Vonage
NOVEMBER 24, 2016
What a conversation! A British gentleman working in global logistics, his American entertainer wife who recently became a mother, an Australian event coordinator and me. Four different cultures – and different points of view. We talked about the service we received at retail stores, banks, restaurants, hotels and airlines around the world. We each had very different opinions about what constitutes “good service.”.
Steve DiGioia
NOVEMBER 7, 2016
how else will you REALLY know what's going on? This original article was written by Steve DiGioia. Stop complaining about your customers. “They’re too demanding; always have something negative to say and they look for discounts”. Well, have you ever tried to be your own customer? According to an American Express 2011 Survey, 3 in 5 Americans (59%) would try a new brand or company for a better service experience.
Customer Bliss
NOVEMBER 30, 2016
Guest Post by Thomas A. Stewart and Patricia O’Connell, authors of Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight. SURPRISE AND DELIGHT. “Surprise and delight” has become a mantra for customer experience. We say forget about surprising customers – just delight them. We know that’s counterintuitive. Indeed, Wikipedia’s definition of customer delight is “surprising a customer by exceeding his or her expectations and thus creating a positive emotional reaction.
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.
Experience Matters
NOVEMBER 17, 2016
Every day, people are faced with innumerable choices, and methodically weighing the pros and cons of each one is not only unnecessary, it is also mentally draining. In order to ease this cognitive burden, people have evolved two modes of thinking—intuitive thinking and rational thinking—to help us make decisions more efficiently. Intuitive thinking—also known as System […].
ijgolding
NOVEMBER 17, 2016
Ben Motteram ( BM ), Ian Golding ( IG ) and Karl Sharicz ( KS ) are three Customer Experience (CX) professionals living on three different continents, all members of the Customer Experience Professionals Association, ( CXPA ) and each possessing the passion and the tenacity to make a difference in the lives of people and businesses around the world through a disciplined approach to CX.
Storyminers
NOVEMBER 30, 2016
We’ve been doing business the same way for so many decades; it’s hard to imagine other ways to achieve success. Work hard, make big profits, and always get better at what you do. These are the mantras we’ve all heard – and still share. Conversations about reimagining business quickly point toward automation as the way to make things faster and more efficient.
Michelli Experience
NOVEMBER 30, 2016
Political pundits recently have been opining about the likely legacy of various global political leaders including Fidel Castro and President Barack Obama. Certainly, the word legacy seems fitting for leaders who play on the world stage, but what about the rest of us – ordinary people trying to lead our families, communities, and businesses? Is the concept of legacy relevant to us?
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.
Steve DiGioia
NOVEMBER 14, 2016
This original article was written by Steve DiGioia. As a kid growing up in Brooklyn New York I spent countless hours with my best friend. We were neighbors and always together. Whether going to the movies, playing ball or doing other “kid stuff”, we had great times together. Moving forward many years I sat down today to write a new article on what makes great customer service.
Customer Bliss
NOVEMBER 29, 2016
Episode Overview. Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. Now she holds the same role at Pypestream , an enterprise mobile messaging platform. Pypestream is a much smaller company than AIG, currently existing in startup mode. But according to Donna, her role — and the steps she progresses through — are/were the same in both contexts.
Experience Matters
NOVEMBER 2, 2016
Let me start by saying that HR execs are missing a big opportunity. In the report Benchmarking HR’s Support of CX and Employee Engagement, we examine what human resources (HR) professionals are doing to support customer experience and employee engagement efforts. How? We surveyed 300 HR professionals from large companies and compared the results to a […].
ijgolding
NOVEMBER 8, 2016
As a young boy growing up in London, and with a football loving father, I had the pick of a number of world famous clubs to become a fan of. Arsenal, Tottenham Hotspur, Chelsea, Crystal Palace, Fulham and Queens Park Rangers are among 14 professional teams based in London, still competing in the top four divisions of English Football. Sadly, I chose to follow my fathers footsteps and become a fan of his team – Leyton Orient.
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
NICE inContact
NOVEMBER 17, 2016
Have you ever wondered what happens in your Contact Center when lightning strikes? No, this blog post is not about inContact Disaster Recovery (even though that would certainly also be an interesting topic). What we do want to share with you is a preview of what will happen in the Salesforce universe when Lightning strikes and why, contrary to the real world, you have good reason to actually WANT it to strike – the sooner, the better!
Michelli Experience
NOVEMBER 22, 2016
Author Melody Beattie once noted that: “Gratitude unlocks the fullness of life. It turns what we have into enough, and more. It turns denial into acceptance, chaos to order, confusion to clarity. It can turn a meal into a feast, a house into a home, a stranger into a friend. “. I’ve taken the liberty of extending Melody’s quote by suggesting in the context of business, “Gratitude turns shoppers into future buyers, and first-time buyers into repeat customers.”.
Alida
NOVEMBER 10, 2016
Many smart companies use Net Promoter Score (NPS) to measure how well they’re meeting the needs and expectations of their customers. Enterprise messaging software company Slack, for instance, treats NPS as a leading indicator of growth, using it to improve its interactions with customers and prospects. Bill Macaitis, CMO of Slack, explains , “The larger the number of advocates for product, the lower the customer acquisition costs for the company, and the more effective customer success team will
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