ijgolding

APRIL 4, 2017

There are certain things in life that are indisputable. Money does not grow on trees, is just one example. The earth is round, is another. Additionally, it cannot be denied that we – that is you and I – in fact all people on the planet – are human beings. I know that often human beings behave in a way that puts our humanity in doubt, yet even though not all people share the same moral or ethical code, we are all humans nonetheless.

Technology 336

Technology Leadership Innovation Customer Experience Professionals 336

Experience Matters

APRIL 17, 2017

Amazon.com CEO Jeff Bezos recently sent a letter to shareholders sharing his view on how Amazon would avoid what he calls “Day 2,” because… Day 2 is stasis. Followed by irrelevance. Followed by excruciating, painful decline. Followed by death. And that is why it is always Day 1. I’ve shared the full letter below, but want […].

Customers 294

Customers Customer Connectedness Leadership Customer Experience 294

Michelli Experience

APRIL 5, 2017

I am a huge proponent of the concept behind the Net Promoter Score® (NPS)®. As you likely know the NPS® is calculated by asking customers: How likely is it that you would recommend our company/product/service to a friend or colleague? Respondents are given choices on a zero to 10 point scale. Those who indicate 9 or 10 are classified as promoters, 7 and 8 are referred to as passives, and respondents who answer 6 or below are viewed as detractors.

Net Promoter Score 278

Net Promoter Score Loyalty NPS Effort Score 278

InMoment XI

APRIL 27, 2017

The age of automation is going to be the age of do it yourself.” — Marshall McLuhan, 1964 I recently had the pleasure of delivering the closing keynote at CXFusion 2017. I spoke to conference attendees about the importance of human touch in an automated world. This topic is a daily tug-of-war we’re all experiencing at.

Conference 249

Conference 249

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

Report

Kayako

APRIL 6, 2017

Where do you begin when you develop a new product or feature? Product development can seem overwhelming. There are so many moving parts that trying to create something valuable from nothing can seem impossible. And with so many stakeholders to please, whose opinion should you seek? All too often a product development cycle starts with market research, gets approved by the board, developed and sold by a sales team before support is ever involved.

Feedback 257

Feedback Metrics Management Meeting 257

Customer Bliss

APRIL 6, 2017

eConsultancy just put out a guide around customer experience best practices , some of which are detailed in this blog post. Two stats jumped out at me right away — and those two stats are indicative of problems that some CX teams are having. Good news, though: they are also indicative of opportunities for growth and revenue within your organization.

Touchpoint 230

Touchpoint Leadership Call Center Survey 230

Experience Matters

APRIL 25, 2017

If you are only going to read only one thing about customer experience, then this report is it. It’s the blueprint for building a customer-centric organization… and it’s free. We just published a Temkin Group report, The Four CX Core Competencies. This blueprint to building a customer-centric organization is an update to our groundbreaking research that was […].

Report 228

Report Customer Experience Customer Centricity Groups 228

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability. With all this angst about the state of United’s customer experience and the doomsday reporting about the “fatally flawed” nature of air travel in general, I was reminded of that classic l

Airlines 230

Airlines Travel Transportation Customer Centricity 230

InMoment XI

APRIL 12, 2017

Customer centricity is the idea that organizations should not only serve their customers, but also get “close to them” — understand what they value, deliver exceptional experiences and memories, and work to build relationships. In a 2011 article in Fast Company, author Brian Solis wrote: “It’s not just about communicating with customers, it’s about showing.

Engagement 239

Engagement Customer Centricity Communication Customers 239

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Data

Kayako

APRIL 20, 2017

Customer support teams focus their efforts on three goals: Delight your customers, make them happy, and treat them with respect. After all, the customer is always right, right? Support teams want to maintain a consistent and repeatable customer experience. The way we go about achieving these staples of support may vary, but we’re all working to earn top satisfaction ratings with the resources made available to us.

Customer Journeys 223

Customer Journeys Social Media Customers Sales 223

Experience Investigators by 360Connext

APRIL 17, 2017

Have you ever had to deal with a customer who was really angry? While most days aren’t perfect, if generally takes a lot for us to get red-in-the-face angry. Of course there are exceptions to this rule, and some people are just plain nasty. But most of us don’t set out looking for conflict, and that includes your customers. So let’s talk about when customers are furious- when they are so angry they yell at representatives of your company.

Policies 215

Policies Feedback Call Center Customers 215

Customer Bliss

APRIL 4, 2017

Episode Overview. Southwest Airlines has an industry-standard approach to promoting people from within. Sonya LaCore actually began as a flight attendant, rose through many levels of service leadership with in-flight crews, and today is the leader of all in-flight operations. This conversation is about that journey, her calling to serve, and more. About Sonya.

Airlines 204

Airlines Hospitality Leadership Connections 204

Experience Matters

APRIL 12, 2017

As if flying isn’t enough of a hassle, United Airlines has made every passenger in every flight around the world a little more uncomfortable in their seats until the plane is in the air. Unless you’ve been hibernating from all media feeds, you’ve likely seen the video of a passenger being forcibly removed from a United Airlines flight.

Airlines 226

Airlines Video Customer Experience Customers 226

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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.

Voice of Customer

Michelli Experience

APRIL 11, 2017

In last week’s blog , I made a distinction between “likely to recommend” and “actually recommend.” I also suggested that from my vantage point the Net Promoter Score® (which is calculated using a single question about likelihood to recommend) has greater predictive value for customer loyalty (return business and future spend) than it does about advocacy (referrals).

Customer Care 230

Customer Care Brands Net Promoter Score Social Media 230

GetFeedback

APRIL 26, 2017

We created Custom Notifications to help you get feedback in the right hands immediately, so your team can close the loop faster.

Customers 195

Customers Feedback 195

Kayako

APRIL 11, 2017

This is a guest post by Mary Grace. She will guide you through why customer care is so important and how teams can feel empowered to help their customers. You love doing everything that you can for your customers. If there is a way for you to solve problems, your instincts are going to tell you to solve it, of course! However, there are certain times when you cannot accommodate your customers’ requests, and while you absolutely hate to let your customers down… sometimes you have to.

Customer Care 192

Customer Care Culture Customer Service Representative Customers 192

ijgolding

APRIL 19, 2017

This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. I must remind readers that the ‘tips’ are in no particular order – tip number five is no less important than tip number one – although all the tips are connected to each other in some way.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

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.

Trends

Experience Investigators by 360Connext

APRIL 3, 2017

Ever hear of a “stop doing” list? All the cool kids and productivity gurus have mentioned them. The idea is to create a not-to-do list so you are reminded of tasks you should delegate, ignore, or intentionally decide to cease. Thinking in these terms, here’s a quick list for 3 things to add to your stop doing list for the second quarter.

Customer Centricity 187

Customer Centricity Consulting Loyalty Customer Experience 187

Experience Matters

APRIL 20, 2017

We are finally seeing a movement by the general business world to seriously focus on the role and value of employees, which is why “Embracing Employee Engagement” is one of our 2017 CX Trends. Temkin Group has viewed employee engagement as a critical foundation for customer experience since our inception. It’s one of our Four CX Core […].

Employee Engagement 218

Employee Engagement Employee Experience Engagement Trends 218

Michelli Experience

APRIL 14, 2017

According to Bruce Temkin’s 2016 study , after a positive emotional experience, customers are 15 times more likely to recommend a company. 15 times more likely ! That’s a huge difference. Not surprisingly, emotion analysis is receiving a lot of buzz. But do the current solutions deliver on the key question that companies should be asking themselves: How can we provide a positive emotional experience to our customers?

Analysis 223

Analysis Feedback Effort Score NPS 223

Alida

APRIL 4, 2017

Half of shopping malls in the United States will either close down or suffer steep decline in the next few years, according to one industry analyst. Though brick and mortar sales are down only five percent since 2015, the closure of many anchor tenants has significantly impacted shopping malls. Brick-and-mortar is making a comeback , but many retailers struggle to drive sales.

Retail 191

Retail Innovation Strategy Omni-Channel 191

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.

Connections

Kayako

APRIL 27, 2017

Which survey will measure customer loyalty and show us who our best customers are and those at risk of churn? Customer surveys that measure advocacy, satisfaction, and effort don’t give us the insights we need. Even though the Net Promoter Score (NPS) was designed to measure customer loyalty, it’s limited by capturing overall trends in customer loyalty not why that trend is happening.

Measurement 181

Measurement Loyalty Net Promoter Score Effort Score 181

IntouchInsight

APRIL 13, 2017

Everyone can remember a time they’ve either hung up the phone or left a store unhappy after having a bad interaction with a sales associate. That experience may have even stuck with you so much that it just popped into your head. Now try and think about a great experience you've had. was remembering that as easy as your negative one? Positive experiences are less talked about because customers expect them - and this expectation makes customers less likely to provide your brand with good feedback

Feedback 168

Feedback Customer Expectations Sales Customers 168

ijgolding

APRIL 25, 2017

In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense. In truth, I could have written a 500,000 word white paper listing hundreds of similar examples that I have personally experienced in the past and continue to experience on a regular basis.

Airlines 164

Airlines Hotels Customer Experience Connections 164

Experience Matters

APRIL 12, 2017

We just published a Temkin Group report, Humanizing Digital Interactions. Emotions play an integral role in how customers make decisions and form judgments. This means that how a customer feels about an interaction with a company has an enormous impact on his or her loyalty to that company. However, companies tend to ignore customer emotions, […].

Interaction 205

Interaction Report Groups Loyalty 205

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

Customer Experience

BlueOcean

APRIL 11, 2017

The Client : A young, dynamic company founded seven years ago and headquartered in Canada’s “Silicon Valley,” our client is a tech company established with the goal of disrupting the mobility sector. Their business model was founded on the cell phone industry equivalent of a unicorn: a customer-centric offering that puts affordability and flexibility at the forefront.

Case Study 159

Case Study Study Abandon Rate Contact Center 159

Alida

APRIL 19, 2017

A renowned luxury fashion brand announces deep job cuts. A multinational discount shoe retailer files for bankruptcy protection. A major department store chain, once the biggest name in retail, admits that its future is now in doubt. These examples are just a sampling of the stunning headlines coming out of the retail sector. Dubbed the “retail apocalypse,” the recent wave of retail closures is one of the biggest the business world has ever seen.

Retail 173

Retail Company Sports Fashion 173

Kayako

APRIL 13, 2017

What do my customers want? This question is on the minds of most CEOs and managers who think about innovating and growing their companies. But sometimes this question makes us get ahead of ourselves. We obsess over how users and buyers could behave in the future instead of looking at what is in front of us now. What we should be asking is: What do my customers need and how can I help them?

Loyalty 181

Loyalty Tips Meeting Software 181