InMoment XI
APRIL 29, 2016
Customer experience (CX) professionals, business leaders, and research experts gathered in Vegas this week to attend CXFusion. This year’s conference energized a record number of attendees with insights, connections, and tools for building and extending CX programs that deliver hard business results. Did you miss the conference? Here’s a quick recap of what we experienced.
Alida
APRIL 7, 2016
Jon Reed, the co-founder of the website diginomica , is sick and tired of surveys. “Every customer interaction, no matter how trivial, triggers a survey,” he grumbles in a recently published article. “If my toothpaste company knew when I finished brushing, they would send me a freaking survey.”. Indeed, as Reed’s headline proclaims , “ The survey epidemic is upon us—and something must be done.”.
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GetFeedback
APRIL 26, 2016
There are two main ways to approach managing multiple surveys within Salesforce, and we’ll look at specific use cases that illustrate each one.
Help.com
APRIL 11, 2016
I watched my neighbor arrive home to the thrill of his dog. It’s tail cut through the air with the force of jet and the speed of blender. I thought of that old line about wanting to become the person your dog thinks you are. That evening my cat jumped up on the foot of the bed as I was reading the newspaper. The purring was so loud it vibrated the bedroom.
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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.
Calabrio
APRIL 26, 2016
Springtime is traditionally a time of renewal, refreshment and rebirth. We think about spring cleaning our homes, offices, cars and anywhere else we have spent a lot of time during the long and often gloomy winter days. And now that spring has sprung we see flowers in bloom, hear birds singing once again, and look forward to spending time learning about our new contact center software and solutions.
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
APRIL 29, 2016
Customer experience (CX) professionals, business leaders, and research experts gathered in Vegas this week to attend CXFusion. This year’s conference energized a record number of attendees with insights, connections, and tools for building and extending CX programs that deliver hard business results. Did you miss the conference? Here’s a quick recap of what we experienced.
ijgolding
APRIL 29, 2016
It is always a huge pleasure and often humbling for me to meet fellow Customer Experience Professionals. As well as being remarkably reassuring that I am not the only customer focused ‘nutcase’, I learn a considerable amount too! I am delighted to be able to share with you the musings of one such man – Stephen Hewett has been there, seen it and most certainly done it in the world of Customer Experience.
Experience Matters
APRIL 28, 2016
Five years ago, I announced the creation of the Customer Experience Professionals Association in a blog post called… Announcing The CXPA; Customer Experience Professionals Unite! In that post, I listed these objectives that co-founder Jeanne Bliss and I had for the CXPA: There are many customer experience networking groups, but the industry has hit a […].
Kayako
APRIL 28, 2016
Is your organization looking for ways to improve customer experience on live chats? Perhaps there are new hires in your company who are having a hard time getting to grips with live chats. Are you looking to improve your customer handling time (CHT) on chat? In this post, I’ll share a structured workflow which you and your team can follow when handling live chats.
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
APRIL 26, 2016
Setting goals can be challenging at any level of the organization. Contact center professionals are asked to balance costs with quality, service and the increasing demand across new channels. While each contact center’s goals vary depending on factors like size, location, line of business, or present technology, these goal setting principles can work across many different situations.
Vonage
APRIL 25, 2016
When I was in college, I worked at a gas station. This was at the time when gas stations were converting from full-service to self-service. Where we previously would pump the gas for the customer as well as wash their windows and check their oil, the new procedure was that they would pump their own gas and we, the employees, would simply collect their money and say “Thank you.”.
InMoment XI
APRIL 29, 2016
Customer experience (CX) professionals, business leaders, and research experts gathered in Vegas this week to attend CXFusion. This year’s conference energized a record number of attendees with insights, connections, and tools for building and extending CX programs that deliver hard business results. Did you miss the conference? Here’s a quick recap of what we experienced.
ijgolding
APRIL 27, 2016
The North Star has been used for the purposes of navigation for centuries. Acting as a guiding light, people have used its brightness and prominence in the sky to ensure they are travelling in the right direction. The principle of the North Star works as a fantastic analogy in the world of business. In this column, I ask readers to consider whether or not you, or/and your colleagues know whether your business is travelling in the ‘right direction’.
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.
Experience Matters
APRIL 25, 2016
I was recently interviewed for an article that discusses a post where Fox News journalist John Stossel describes his experience as a lung cancer patient at the New York-Presbyterian Hospital. First of all, I hope that Stossel’s treatment is successful. And although I don’t fully agree with his analysis of the industry, I do agree with his observation […].
Kayako
APRIL 21, 2016
This is a guest post by Owen Enaohwo of Sweet Process. Are you looking to develop trust with your support team? Without this trust, they will not be able to perform at their highest level. By creating documented procedures for them, you can build this trust and achieve consistent results. Even if your team members have previous experience in customer support, letting them improvise their day-to-day work can be dangerous.
C3Centricity
APRIL 17, 2016
It’s been a couple of years since I shared a post on infographics, so I think we’re due for a fun and useful update, no? I have searched the web and come out with the best infographics I can find on marketing. In usual C³Centricity style, I also give you some ideas on how to implement [.]. The post Today’s Most Stunningly Useful Marketing Infographics appeared first on C3Centricity.
Comm100
APRIL 28, 2016
“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” – Steve Jobs. A few years back, the internet erupted when the people at Gizmodo got their hands on the copy of the Apple’s Genius Training Manual. While the article was rife with criticism towards the iconic company’s training tactics, it’s worth noting that Apple is generally categorized into the upper echelon of excellence in customer service.
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InMoment XI
APRIL 28, 2016
Article published in WardsAuto, April 28, 2016 Author: Steve Finlay / WardsAuto There’s little point in dealers striving for high customer-satisfaction scores unless they financially benefit, an auto-retailing insider once noted. “Happy customers alone aren’t strong incentives.” Now, MaritzCX, a customer-experience software and services firm, has done a study gauging moneywise how much customer treatment.
ijgolding
APRIL 25, 2016
I must start this new post by apologising to all Leicester City fans! I really hope that writing about the undeniable success of your club this year will not jinx perhaps the greatest achievement of any sports team EVER… anywhere in the world. However, I do not apologise for taking advantage of an achievement that is so remarkable – and so deserving – that it should become one of the prominent examples to any organisation, in any industry, as to what can be achieved with a lot
Experience Matters
APRIL 21, 2016
As I’ve discussed many times on this blog, customers experience interactions across three dimensions, Success, Effort, and Emotion. So how effective are companies at proactively designing for those elements? Not very. In our latest CX management study, we surveyed 252 companies with at least $100 million in annual revenues and asked them about their experience design effectiveness.
Kayako
APRIL 18, 2016
After our recent success with Elevate Summit in Austin, TX. We’re delighted to announce that Elevate Summit will be coming to London! As with Austin, we promise great speakers, the most innovative customer support topics and the chance to talk and learn with all attendees (and there’s always an after party!). We can proudly present to you talks from Buffer , TalkDesk , Smooch and many more that are being confirmed every day.
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Customer Bliss
APRIL 19, 2016
Welcome To The First-Ever Episode Of The CCO “Human Duct Tape Show” I decided to name the show ‘Human Duct Tape’ because I feel that’s often the role of the CCO among the executives and strategic planning of a given organization. Silos don’t unite organically. It’s not because executives and decision-makers don’t care about the customer.
Experience Investigators by 360Connext
APRIL 27, 2016
I have a question for you today. Think about how much effort you exert every day. You have responsibilities. You work hard, you care about the results you get, and you are a leader in a professional sense. You also have the regular responsibilities of life. You have to eat, take care of yourself, do […]. The post What Can You Do to Reduce Customer Effort Today?
InMoment XI
APRIL 28, 2016
Article published in WardsAuto, April 28, 2016 Author: Steve Finlay / WardsAuto There’s little point in dealers striving for high customer-satisfaction scores unless they financially benefit, an auto-retailing insider once noted. “Happy customers alone aren’t strong incentives.” Now, MaritzCX, a customer-experience software and services firm, has done a study gauging moneywise how much customer treatment.
ijgolding
APRIL 19, 2016
There are a number of things that comprise the characteristics of great Customer Centric leaders – courage; vision; passion; authenticity; humility; belief; are just some of them. I am sure you can think of more as well. There is no doubt that I could write about each one in turn! However, one further characteristic always springs to mind almost immediately when I am asked – I happen to think that it is perhaps the most important characteristic of all – the characteristic of PERSISTENCE.
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.
Experience Matters
APRIL 19, 2016
In a recent Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I spoke about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this is a popular topic for Temkin Group. Here’s a short snippet from my speech (one of several quick take videos from the event), which focuses on The […].
Kayako
APRIL 14, 2016
This is a guest post from Desiree de la Rosa of Videopath. Video is an excellent self-service tool. It offers a unique way for customers to learn about and get the most from your product or service. Interactive video takes things to the next level – by giving your customers a complete support experience in one. So how can interactive video fit into your self-service support offering?
Storyminers
APRIL 28, 2016
How much can you learn about the present and the future Customer Experience Design in 7 minutes? Find out by reading an interview I did with Marketforce 20/20 , a European Union producer of customer experience conferences. In it, you’ll find practical info to help you with your own customer experience designs and answers to these questions: What are the key trends in CX for 2016?
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