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.
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 […].
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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 ?
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.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
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 Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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.
Experience Matters
NOVEMBER 11, 2016
Let me start by being totally transparent; I voted for Hillary Clinton. I wasn’t gung-ho for Clinton, but liked her more and more as time went on. Mostly, I didn’t think that Donald Trump had the knowledge, temperament, values, and innate desire to serve others that’s required to be a good president. Having said that, I hope that […].
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 8, 2016
Brand advertising, marketing, and sales efforts are all “promises”. The product and service experiences that follow those promises either fall short, deliver on, or exceed the promises made as customers choose to engage your brand. In a world where many make distorted claims, people are inspired by experiences and stories of those who meet or exceed the expectations they create.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
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!
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
InMoment XI
NOVEMBER 29, 2016
I wish I could take a poll right now to get your first reaction to this question and ask you what you perceive “own” to be… This is a very fundamental topic of today’s customer experience measurement world, and it is an interesting debate topic among many CX professionals and researchers. In fact, I have. View Article.
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 […].
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Storyminers
NOVEMBER 8, 2016
It’s not easy trying to grow a business. You’re often left standing in the middle of a saturated market, scratching your head and wondering “what can we really do to separate ourselves?”. Do you develop a new product, find a new market, or maybe pour money into advertising? When a company gets to this point, a lot of people overlook one key element in the equation; the customer.
Kayako
NOVEMBER 10, 2016
Why worry about churn when you can just get new customers? New SaaS companies are obsessed with growth. Think of growth like hosting a party at your home. You stand out in your front yard and invite any passer by to enter, while your close friends are sneaking out the back door because you’ve not offered them a drink or a snack. Your house will fill up quickly but without hospitality, your guests will leave just as quickly.
AskNicely
NOVEMBER 29, 2016
This story starts with a whinge – which breaks the first rule of marketing – but people keep asking me why we started AskNicely, and frankly, it was because I was steamed up about something… I’ve always flown a lot for work. On my favorite airline, and I’m a patriotic points collector. High status is an addiction – everything runs smoother; no check-in lines, priority for security, a lounge with power points and little sandwiches ….
GetFeedback
NOVEMBER 30, 2016
Consumers can always find a brand that delivers the same thing—just cheaper and faster. Here are 4 strategies to boost brand loyalty and customer retention.
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InMoment XI
NOVEMBER 29, 2016
I wish I could take a poll right now to get your first reaction to this question and ask you what you perceive “own” to be… This is a very fundamental topic of today’s customer experience measurement world, and it is an interesting debate topic among many CX professionals and researchers. In fact, I have.
Experience Matters
NOVEMBER 15, 2016
We published a Temkin Group report, Temkin Loyalty Index, 2016. This is the second year of this study that examines the loyalty of U.S. consumers to 294 companies across 20 industries. Here’s the executive summary: The 2016 Temkin Loyalty Index (TLi) evaluates how loyal 10,000 U.S. consumers feel towards 294 companies across 20 industries. To determine companies’ TLi, we […].
Storyminers
NOVEMBER 17, 2016
Storyminers is quite proud to be included in Chattermill’s top 50 of their: The Top 100 Customer Experience Blogs You Need to Be Reading. We think it’s pretty cool because the selection is powered by Artificial Intelligence. It’s not about the most ‘likes’ and ‘shares’ Yes, the criteria used is based around 3 key areas that Chattermill works in – Analytics, Artificial Intelligence and Customer experience.
CX Journey
NOVEMBER 9, 2016
CX Journey™ turns 5! This week marks five years since I started blogging at CX Journey. It's been an amazing journey so far! I started the blog as a way to share what I've learned over the last 25+ years, and I can honestly say that, through this process over, I've learned so much more. I've made some new friends, worked with some new clients, and have just had a great time!
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AskNicely
NOVEMBER 29, 2016
This story starts with a whinge – which breaks the first rule of marketing – but people keep asking me we started AskNicely, and frankly, it was because I was steamed up about something… I’ve always flown a lot for work. On my favorite airline, and I’m a patriotic points collector. High status is an addiction – everything runs smoother; no check-in lines, priority for security, a lounge with power points and little sandwiches ….
GetFeedback
NOVEMBER 22, 2016
Customer surveys make a major statement about your brand. Here are 7 clever ways to turn your customer feedback program into an insight gold mine.
InMoment XI
NOVEMBER 24, 2016
As I stood in line to pick up the pizza I had ordered, I noticed a sign that said “If you had a 5-star experience, please take our survey”. I didn’t have to wait long at all for my pizza. When I was paying, the employee asked me how my visit was. I let them. View Article.
Experience Matters
NOVEMBER 23, 2016
Tomorrow I will join millions of Americans in celebrating Thanksgiving. Many of us will spend the day with our families devouring turkey, stuffing, and other savory dishes while watching football games. It’s also a great time to actually give thanks. I have a lot to appreciate; a wonderful family, a great group of friends, a thriving business, an amazing […].
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
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.
Beyond Philosophy
NOVEMBER 7, 2016
Dunkin’ Donuts, Honda, and McDonald’s are all gigantic brands with huge reputations. However, each of them has something else in common. They have each partnered with a sports franchise in a brilliant play to boost the emotional engagement with the team’s fans. Each program targets specific team fans and celebrates that connection with a reward. Dunkin’ Donuts gives DD Perks® rewards program members coffee for $.87 after every win during the season in honor of Tight End, Rob Gronkowski (#87) as
AskNicely
NOVEMBER 24, 2016
SaaS business have a golden opportunity they need to take advantage of: It’s easier for them to understand customer behaviour and use that to drive growth than in any other industry. We wanted to bring NPS® into Intercom to help them maximise that opportunity. We knew there were some unique challenges and opportunities for SaaS businesses and being in the industry ourselves, wanted to come up with a solution that was particularly tailored to meet the needs of these companies.
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