Michelli Experience
DECEMBER 2, 2015
There are leaders, followers, and…well people who just get in the way! Which are you? In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Such was the case for Mercedes-Benz!
Experience Matters
DECEMBER 15, 2015
It’s once again the time of year for me to publish my CX trends. In my post last year I named 2015 “ The Year of Employee.” With this post, I’m declaring 2016 “ The Year of Emotion.”. In the upcoming year, CX will continue to grow in importance for companies and an even larger number of organizations will begin their CX journeys. In this environment, we expect to see: Culture Change Intensifying.
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InMoment XI
DECEMBER 4, 2015
One of the frequent obstacles of launching a customer experience program presented by many B2B clients is the lack of a quality list of customers to contact. Client database challenges present themselves in a variety of formats: Scattered Account List. Maybe the organization grew by a series of acquisitions, or maybe no one will commit.
Steve DiGioia
DECEMBER 14, 2015
are your expectations too high? This original article was written by Steve DiGioia. One of the challenges faced by a perfectionist is longevity. When we are younger and have energy to burn, we can relentlessly work through exhaustion and jump through hoops daily to achieve the perfection we seek. Usually this perfection is attained solely from our personal labor since “no one else can make it perfect but me”.
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NICE inContact
DECEMBER 9, 2015
From its humble beginnings as a hat business founded by German nationals who fled Europe in 1938, to a global corporation with five brands, Columbia Sportswear is made up of real people who are passionate about the outdoors. That passion also extends to delivering outstanding customer service. As their customer support inquiries increased, Columbia Sportswear knew they needed a new contact center solution to support seasonal call volumes, e-commerce, and their unique brands.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Vonage
DECEMBER 10, 2015
Refrigerator bulbs burn out, laptop batteries degrade and car transmissions stall over time. These life frustrations are inevitable parts of our technological world. Though we’ve made significant advancements in terms of how long new tech lasts, few – if any – things last forever. Still, that didn’t stop us from creating the next best thing. New artificial intelligence has helped our everyday devices become self-aware.
Experience Matters
DECEMBER 7, 2015
As the title of this post says, CX needs more emotion. If you like this infographic, then you can download this version in.pdf or download a 18″ x 24″ poster version ). The bottom line : Let’s put more emotion into CX!
InMoment XI
DECEMBER 8, 2015
If I had a nickel for every article I’ve read about ways to improve survey response rates, I think I would have about $523.25. In fact, nearly 15 years ago, I too waded into the waters to share my opinion, back in the day when most surveys were conducted via USPS. To this day, common.
Steve DiGioia
DECEMBER 10, 2015
what is REALLY important to your business? This original article was written by Steve DiGioia. I thought my new sweater was “the cat’s meow”, ‘da bomb. Look at me all! I was struttin’ my stuff as I walked to school. High school was finally cool. I was cool. Well, not really. I was never the cool kid, mostly a band geek. But I played a mean saxophone, really, I did!
Speaker: Amanda Adams, Fractional CFO, CPA
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ijgolding
DECEMBER 8, 2015
When it comes to delivering consistently good Customer Experiences, it appears as though bigger is definitely not necessarily better! Over the last decade, independent businesses have increasingly struggled to battle against the ever-growing tide of the corporate world. With more money, resources and power, there are not many countries on the planet who have seen the independent business owner win the battle for survival against the corporate machine.
Experience Investigators by 360Connext
DECEMBER 10, 2015
It was a privilege to present at the recent Next Generation Patient Experience conference. I had never attended a conference solely focused on healthcare, so I learned a lot about what innovative healthcare systems are doing to improve the patient experience. There are definite best practices, but there are still a lot of unknowns. Healthcare […].
Vonage
DECEMBER 16, 2015
I was teaching about customer intimacy and loyalty when one participant asked, “What if your competitor has already built a close relationship with a customer, and you want to get inside?”. I replied, “Add value first. You will reap value later.”. When you are proactive with solid customer service skills, potential clients will take notice. How can you help prospective customers right now – even before they become your paying customers?
Experience Matters
DECEMBER 31, 2015
As the year comes to an end, I want to thank everyone who has been reading and sharing this blog. It’s a pleasure and an honor to be a part of your customer experience efforts, and I look forward to helping you drive even more success next year. Before we move on to 2016, here are the 15 most-read posts from 2015: Seven Steps for Developing Customer Journey Maps.
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Kayako
DECEMBER 17, 2015
Working in the holiday season for any support professional is going to be one of the most stressful times of the year. If you’re in retail customer support, it’s probably the busiest time of the year for you with customers going shopping mad stocking up on presents. It might be fun for your customers, but how do you make sure you and your team get to enjoy some family time during the holidays without causing customer riots?
Steve DiGioia
DECEMBER 17, 2015
isn't that what customer service is all about? This original article was written by Steve DiGioia. Shopping; a necessary evil. Inattentive sales people, long lines, poor service, messy stores, high prices, etc. Retail sales people of today no longer know what customer service is. Most people don’t enjoy shopping, we wonder why. I’m no different.
ijgolding
DECEMBER 16, 2015
As we approach the end of another calendar year, like many Customer Experience Specialists, I am asked a number of ‘annual cyclical’ questions that ask for my opinion on a number of things. One of those things is related to my key Customer Experience learning’s for the year. I am not going to bore you with a list of everything that has struck me over the last 12 months, but I am going to focus on one thing in particular that has stood out for me – and that thing is best s
Experience Investigators by 360Connext
DECEMBER 23, 2015
There’s a reason we all love The Onion, America’s finest parody news source. The Onion, with their satirical and sometimes silly headlines and articles, reflect back the world many of us are seeing. In 2015, The Onion showcased customer service (and lack thereof) many times. These 5 headlines really tell the truth about what customers […].
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.
Customer Bliss
DECEMBER 15, 2015
After you’ve completed rating reliability of your customer experience , rate the reliability of support that employees receive across the customer journey. Ask the group to go stage by stage of your customer journey and determine how reliable the employee support is in delivering a one-company customer experience. Is the support for employees: Always reliable – support is managed across the channels, countries, and silos.
Experience Matters
DECEMBER 22, 2015
We published a Temkin Group report, The State of CX Metrics, 2015. This is the fifth year of this study that examines the CX metrics efforts within large companies. Here’s the executive summary: Temkin Group surveyed nearly 200 large companies to learn about how they use customer experience (CX) metrics, and we then compared their answers with similar studies we’ve conducted every year since 2011.
Bill Quiseng
DECEMBER 14, 2015
This week’s post is written by Ravi Shukle. In my posts, I provide advice to improve face to face customer interactions. But today’s customers are expecting service on-line and on the social media channels that they use. One of the great benefits of social media is connecting with people who we would otherwise not meet. Since I certainly am not an expert on how to use social media for customer service, I reached out halfway around the world to someone who is, Ravi.
Steve DiGioia
DECEMBER 3, 2015
This original article was written by Steve DiGioia. It was the coldest winter ever. Many animals died because of the cold. The hedgehogs, realizing the situation, decided to group together to keep warm. This way they covered and protected themselves; but the quills of each one wounded their closest companions. After a while, they decided to distance themselves one from the other and they began to die, alone and frozen.
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.
Vonage
DECEMBER 7, 2015
The holiday season is upon us, and air travel is likely in many of our futures. Imagine this: you’ve made it to the airport only to discover your flight has been delayed for hours. You need a new flight. For most travelers, there are three options: wait in line at the airline’s ticket desk, dial the airline’s customer service line, or seethe quietly at the airport bar.
Experience Investigators by 360Connext
DECEMBER 17, 2015
We’re moving into an age that is becoming more and more mobile. Every conference speaker I’ve seen for the past several years has discussed the importance of designing customer experiences around our obsession with mobile devices. Who doesn’t want to deliver a personalized mobile experience for each customer via those tiny screens?
Kayako
DECEMBER 22, 2015
So, I’m a little bit of a Christmas nut. To be honest, I’m pretty sure this is how I come across for most of December: Among my favorite parts of the holiday season is the excuse to buy presents. My shopping efforts rely on a methodology that I’ve been slowly perfecting over the years. The O’Brien Technique combines rigorous list-making with a well-defined timeline and repeatable processes.
Experience Matters
DECEMBER 4, 2015
We recently published the Temkin Loyalty Index (TLi), which examines five areas of loyalty for 293 companies. So I looked at how that data related to the Temkin Experience Ratings (TxR) for those same companies. To normalize the data across industries, we compared company scores to the averages for their industries. As you can see below, there’s a very high correlation between the two.
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 Bliss
DECEMBER 22, 2015
A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Sustainable transformation will only occur when this work goes beyond project plans and status updates, and is grounded in caring about customers’ lives.
NICE inContact
DECEMBER 21, 2015
In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience. The goal of calibrations is to ensure that everyone who is responsible for call scoring is doing it consistently and fairly.
Who's Your Gladys?
DECEMBER 29, 2015
I received a wonderful Christmas present from my husband this year from a company called Soft Surroundings. They sell clothing that’s soft and comfortable, along with fragrances, shoes, accessories and other things of interest to the 45+ woman. They understand their audience well and while. The post Paying Attention to Customer Touch Points Matters appeared first on Who's Your Gladys?
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