InMoment XI
JULY 2, 2014
A few weeks ago, I shared a few thoughts on six trends highlighted by Mark Meeker of the VC firm Kleiner Perkins Caufield Beyers. Each year an in-depth analysis is published on emerging trends which are key to success. Based on her findings we all have some work to do.
Storyminers
JULY 31, 2014
'Nordstrom’s [JWN] acquisition today of Trunk Club (a personal shopping service for guys who hate to shop but want to look good) is reported in the business press today with all the right financial reasons: scale, financial strength, distribution efficiencies, … Continue reading → Blog Customer Experience Retail Apps'
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Kristina Evey
JULY 9, 2014
'Getting new customers, keeping those customers, and making more money are the goals you have for your business, right? Then let me share one of the most crucial factors into setting up that equation – DEFINE your ideal desired company culture ! If I could shout this from the mountain tops, I absolutely would. All of the clients I work with online and in person have struggled with this concept initially.
CX Journey
JULY 15, 2014
'In your company, is "customer focus" just a poster on the wall? Or is it a way of doing business? How many times have you walked into an establishment and been bombarded by posters or signs about customer satisfaction, listening to customers, great customer service, etc.? Do you wonder if those posters are just posters, i.e., all fluff and no stuff?
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 Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
GetFeedback
JULY 23, 2014
We're excited to expand upon our existing partnership with Salesforce. GetFeedback for Desk.com will help fast-growing companies manage customer feedback.
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
JULY 2, 2014
I purchased a “previously owned” Land Rover LR3 and I have had nothing but problems ever since I bought it. Nothing major—the “tyre pressure sensor” goes off sporadically even though I am compulsive about ensuring the right pressure in all “tyres”. I had to switch out spark plugs, the suspension compressor is need of replacement, View Article.
Storyminers
JULY 22, 2014
'Make a big shift in focus and start transforming your business by answering this question–why us? Why do you exist for your customer? Why are they really doing business with you?
Kristina Evey
JULY 30, 2014
'Put the Pieces of the Customer Experience Together with Customer Experience Mapping. Call it Customer Experience Mapping, Journey Mapping, Customer Touchpoints… The thing to understand is that the companies that use these practices recognize higher levels of customer satisfaction and customer loyalty. Why is this? Well, I’m happy to explain.
CX Journey
JULY 22, 2014
'Image courtesy of Tom with his Nikon Should companies offer guarantees for their products and services? Or is the better question, why don''t they? I saw a commercial the other day where the company offered a money-back guarantee for its product. That got me thinking, as these things often do, about guarantees. If we truly care about our customers, the customer experience, and keeping customers happy and returning, are guarantees a good idea?
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
Win the Customer
JULY 17, 2014
'Service providers often tie employee compensation with negative behavior, and the entire corporate culture is often toxic. This type of behavior is pervasive in corporate customer service and continues to take place.
Joe Rawlinson
JULY 15, 2014
'I was listening to a recent episode of the ConversionCast podcast where they were discussing a test they ran on a website to try and collect more leads. The original page focused on just collecting information via an online form. The better performing page included a shortened form and an prominent phone number call to action. The company realized that a phone call lead was worth ten times more than a online form lead.
InMoment XI
JULY 17, 2014
Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually wanted to be contacted by the airline, but there is no place in their survey for a hot alert (request to be contacted). Instead at the end of their survey it says, “Comments or issues.
Storyminers
JULY 31, 2014
'One dimension of a Store of the Future Initiative is a digital transformation.
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Comm100
JULY 10, 2014
Thank you pages – pages that are displayed following the completion of a sale – are generally last on the list of content priorities for any brand or online retailer. After all, the sale has been made, the conversion is complete and it’s time to look for new customers and the next big sale, right? Wrong. The best business owners know that the probability for selling to an existing customer is 60-70%, whereas the probability for selling to a potential client, someone who has never purchased from
CX Journey
JULY 29, 2014
'Image courtesy of dalbao Businesses are - knowingly or unknowingly - sabotaging their customer relationships. Customers don''t want to put up with it anymore - and they make sure their friends hear about it. After the popular post I wrote titled 19 Signs Customers Are Just Not That Into You , which sounded an awful lot like the romantic comedy, He''s Just Not That Into You , I was inspired by the title of another rom-com, How to Lose a Guy in 10 Days , for today''s post.
Win the Customer
JULY 7, 2014
'Innovation in technology is raising the customer service standard and we''re just beginning to see its impact in the customer experience.
Horizon CX
JULY 6, 2014
My wife and I just returned from a week of vacation in. southern France. It was the first. vacation in decades that we can both claim to have completely disconnected from. our daily routine—no cell phones, no Internet, no car, no bills, and no. thoughts about the work we both left behind and that we knew would continue to. accumulate in our absence.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
InMoment XI
JULY 2, 2014
I purchased a “previously owned” Land Rover LR3 and I have had nothing but problems ever since I bought it. Nothing major—the “tyre pressure sensor” goes off sporadically even though I am compulsive about ensuring the right pressure in all “tyres.
PeopleMetrics
JULY 9, 2014
'At PeopleMetrics, we are in the storytelling business. So naturally, we talk a lot about customer service stories gone bad. Our inboxes are full of horror stories forwarded from friends and family, and most of our conversations sound like, “Did you hear about that Comcast fiasco with Food Network Star Alton Brown ?” Most days, I cannot get the United Breaks Guitars song out of my head.
Maz Iqbal
JULY 28, 2014
'In light of the Comcast call that went viral I invite you to listen to these wise words (bolding is my work). There is no question that acquiring and retaining customers is vital to every company, but it’s the way companies are going about it that’s dead wrong … Charles Green, coauthor of the Trusted Advisor, points out that many companies have the client focus of a vulture – the pay close attention to what clients are up to, but only in order to figure out the right ti
CX Journey
JULY 10, 2014
'Image courtesy of fuzzedbuzz I originally wrote today''s post for Intradiem. It appeared on their blog on March 17, 2014. What is big data? and how is it used to deliver a great customer experience? "Big data" has been defined in many different ways and seems to most often refer to the sheer volume of data, but for the purpose of this article, I''m going to refer to the data sources.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Win the Customer
JULY 30, 2014
'Effective home sales means striving to make deliver customer service so that others feel that you value them as a person and not just their business.
Horizon CX
JULY 6, 2014
'My wife and I just returned from a week of vacation in southern France. It was the first vacation in decades that we can both claim to have completely disconnected from our daily routine—no cell phones, no Internet, no car, no bills, and no thoughts about the work we both left behind and that we knew would continue to accumulate in our absence. As a Customer Experience Professional, customer experience is always in mind and I naturally react to any and all personal experiences throughout my dai
InMoment XI
JULY 17, 2014
Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually wanted to be contacted by the airline, but there is no place in their survey for a hot alert (request to be contacted). Instead at the end of their survey it says, “Comments or issues.
Dennis Snow
JULY 22, 2014
Many companies I consult with are in search of that magical, all caps, bold WOW they can create for their customers that will result in insane customer loyalty. And I’m all for the big WOWs. I love to be on the receiving end of big WOWs. But there’s a problem – they’re hard to create. […].
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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.
Maz Iqbal
JULY 30, 2014
'I find myself interested and caring for the human. So the following slogan caught my attention: “There is no more b2b or b2c: It’s human to human” This got me wondering: What does it take for us to show up and operate as ‘human to human’? If we are to do business in a ‘human to human’ way then it helps to have a good grasp of what the defining characteristic of human is.
CX Journey
JULY 17, 2014
'I originally wrote today''s post for The DiJulius Group ; it was posted on their blog on May 15, 2014. Is your company short-sighted when it comes to the customer? I''ve been using the phrase "short-sighted" a lot lately, and it got me thinking about how too many companies are short-sighted when it comes to customer experience management. If you''re not familiar with the phrase, Merriam-Webster defines it as: not considering what will or might happen in the future; made or done without thinking
Win the Customer
JULY 4, 2014
'Social media may never become a traditional contact channel, but it''s still an effective tool for social engagement in customer service.
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