InMoment XI
FEBRUARY 28, 2014
We’ve all heard the phrase “What you don’t know can’t hurt you,” and we’ve probably just as often refuted its assertion. There are plenty of reasons why the unknown can hurt us. The following example effectively demonstrates this. I was recently on a call with a company that was looking at their Net Promoter Scores.
GetFeedback
FEBRUARY 14, 2014
I conducted an informal survey today, asking 22 residents of my hometown, Charlotte, North Carolina, what they liked best about our city.
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Win the Customer
FEBRUARY 10, 2014
'Millions of words are used each day in customer service communication; three little ones have great power to destroy your customer service experience and should be avoided at all cost. Studies have shown that vocabulary is a good predictor of success. Those who a greater mastery of language and the ability to communicate have greater […].
PeopleMetrics
FEBRUARY 5, 2014
'I''ve Got Customer Experience Data. What Now? So you are getting ready to update the C-Suite on your customer experience metrics. You’ve collected lots of customer experience data, you have a bunch of insights, perhaps you have a deck of beautiful slides, filled with graphs and tables and statistically significant differences. But your biggest challenge is in being able to influence this team of execs to take action on what you tell them.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Comm100
FEBRUARY 19, 2014
When one thinks of providing a great customer experience, it’s easy to visualize some of the more common aspects of customer service – employees with customer friendly attitudes, giving the customer their money’s worth and promptly resolving any concerns or issues. These are all important; however, with the customer experience playing field being leveled by new technology and the almighty Internet, it’s important to focus on another key aspect – Accessibility.
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
FEBRUARY 28, 2014
We’ve all heard the phrase “What you don’t know can’t hurt you,” and we’ve probably just as often refuted its assertion. There are plenty of reasons why the unknown can hurt us. The following example effectively demonstrates this. I was recently on a call with a company that was looking at their Net Promoter Scores.
GetFeedback
FEBRUARY 5, 2014
GetFeedback for Salesforce delivers an integrated offering that allows you to create branded, mobile-ready customers surveys.
Win the Customer
FEBRUARY 22, 2014
'Customers wait 1 minute on hold before getting the run around from customer service, it''s not wonder they are always willing to switch to a competitor.
PeopleMetrics
FEBRUARY 27, 2014
'Those working as customer experience professionals are fighting to get attention from busy executives. How do we get executives to understand and care about the customer experience? In last week''s article, Creative Ideas to Gain Executive Attention and Empathy for Customers , we said that executives need to feel and truly understand who their customers are and what it is to be a customer of their company.
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Touchpoint Dashboard
FEBRUARY 10, 2014
'“Most failures in industry are not that people can’t solve problems; it’s that they’re not always great at identifying the right problems to solve.” - John Kembel, Stanford d.School When John Kembel, founding member of the prestigious Stanford d. School, spoke those words at the recent Boulder Innovation Executive Forum, you could almost hear the […].
Doug Leather
FEBRUARY 24, 2014
'I’ve long been a supporter of ‘Blue Ocean Strategy’ thinking. I’m also a firm believer that the greatest opportunities for business today lie with business model innovation – i.e. finding new ways to create, deliver and capture value. This enables the creation of uncontested market space – ripe for growth. Blue Ocean Strategy. Blue Ocean strategy, created by Professors W.
InMoment XI
FEBRUARY 28, 2014
We’ve all heard the phrase “What you don’t know can’t hurt you,” and we’ve probably just as often refuted its assertion. There are plenty of reasons why the unknown can hurt us. The following example effectively demonstrates this. I was recently on a call with a company that was looking at their Net Promoter Scores.
Amity
FEBRUARY 18, 2014
Geoffrey Moore recently published a new edition of his classic high-tech marketing book, Crossing the Chasm , updated to be relevant for today’s markets. While the core model is unchanged, Moore makes it clear that ‘Crossing the Chasm’ is strictly a B2B model. To address newly relevant B2C markets, Moore adds a new model as an appendix. The Four Gears Model for Digital Consumer Adoption.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Win the Customer
FEBRUARY 21, 2014
'Simply put, customer experience is how your customers perceive their interaction with your organization.
PeopleMetrics
FEBRUARY 17, 2014
'Customer Experience professionals often face a daunting task: getting executives to truly care about the customer experience. While executives often talk about customer experience and its importance to the business, sometimes their actions indicate that they do not identify with customers the way the Cx team does. With competing priorities around revenue growth, operational efficiencies, and innovation, customers are often an afterthought on the executive agenda.
Customer Interactions
FEBRUARY 21, 2014
'Few sports fans want to consider security risks as they embrace the excitement of the Olympic Games. Looking back two years ago, many of the security concerns in the weeks before London 2012 were eventually mitigated by the British Army and helped pave the way for perhaps the most successful Games in recent years. In Sochi too, there were some real security worries threatening to overshadow the Games before the first athlete took to the piste.
Smith+co CX
FEBRUARY 6, 2014
'This is the conclusion of Forsee in its latest Customer Experience Index, where Amazon hit top spot for best mobile retail experience - a testimony to the online giant’s brilliance in making it quicker, cheaper and simpler for the consumer to buy almost anything. And through its mobile app, it not only enables, but encourages its customers to compare prices of various products while walking in different stores - before, of course, buying from Amazon.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
InMoment XI
FEBRUARY 26, 2014
Today we post the last of 4 segments on The Future of Customer Experience. Thanks to those who have sent me notes. Any and all comments are certainly welcome. @christravell.
Amity
FEBRUARY 18, 2014
In Part 1 we expanded Geoffrey Moore’s Four Gears model to this emerging B2B model ( SaaS 2.0 ) In this post we will examine how to operationalize the four gears. Over the past few years the B2B business model has evolved from a ‘Land and Maintain’ model to a ‘Land and Expand’ model. Four Gears Model for B2B SaaS. Of the Four Gears in the new B2B model (Land, Convert, Expand, and Enlist) all but the Land gear are relatively recent additions to the model.
Win the Customer
FEBRUARY 27, 2014
'Despite its importance, very few companies are actually able to perfect the art of providing truly excellent customer service.
Upwave
FEBRUARY 18, 2014
Online marketers have a plethora of web tools at their disposal. We at Upwave are happy to see online marketing surveys becoming a more popular one, since they can inform a wide variety of business decisions. Marketers have used our consumer survey service in many clever ways, so we wanted to share some highlights: Defining your demographic. When developing a product or service, it’s essential to determine your target customer.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
Customer Interactions
FEBRUARY 6, 2014
'Why are some Physical Security Information Management (PSIM) deployments the envy of others around them, while others are underutilized, even neglected? For starters, you need to start with a clear vision. To put it simply, your enterprise risk management strategy should drive what you integrate through PSIM, not the other way around. Once you define your vision, you want to avoid scope creep and stay on track.
InMoment XI
FEBRUARY 26, 2014
Earlier this week, I shared the story of British clothing designer, Boden, and why I appreciate the personality that defines their catalogue, website and brand. This personality extends beyond marketing into their customer experience research through the use of clever, quirky and straightforward survey invitations signed personally by the founder. Customers today are looking to.
Amity
FEBRUARY 13, 2014
It’s that time of year again – when hearts are aflutter, your local florist has a banner day and somewhere a marriage proposal is likely going to take place. However, this Valentine’s Day, along with showing your affection for a loved one, share some of that love with your customers. As the most important asset to your business, customers tend to share a lot of love with your company every time you engage with them.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
Win the Customer
FEBRUARY 10, 2014
'Is there a relationship between the size of a company and its ability to deliver quality customer service? What does it mean for business success?
Upwave
FEBRUARY 21, 2014
Why book a hotel room when someone’s apartment is left empty? Why catch a cab when you have a “friend with a car”? Such is the logic behind Airbnb, Uber, Lyft, and other collaborative consumption services that have exploded in popularity. The services are typically more convenient and less expensive than traditional alternatives, but also tote loftier implications, like bringing together members of a community and facilitating a sharing economy.
Customer Interactions
FEBRUARY 28, 2014
'While collaboration before, during and after incidents is as old as time, what is new is a wave of technologies that make it far easier to communicate and manage tasks, people and other resources in both public and private sectors. This marks a significant shift from individual organizations running siloed systems to a community of organizations sharing vital information that affects security, safety and operations.
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