AskNicely
FEBRUARY 29, 2016
How can the CEO of a major organization change the company culture in just five minutes a day? A few years ago, I found that I was asking myself the same question. I decided that, although I might not be able to change everything that was wrong with my company in five minutes, I could make things better for one person. I committed myself to personally responding to one customer each day.
Steve DiGioia
FEBRUARY 2, 2016
you won't be successful without them. This original article was written by Steve DiGioia. The world of business is fraught with a myriad of theories, quotes and snippets of information all designed to help wide-eyed junior entrepreneurs become successful. Then there are the wise sages who are paid handsomely to bestow others with their experience and long-held beliefs.
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Experience Matters
FEBRUARY 4, 2016
Every year, Temkin Group publishes a lot of leading-edge customer experience research. In case you missed some of it, we decided to create this infographic with 15 of the top data factoids from across many of our reports: You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (18″ x 24″): poster […].
InMoment XI
FEBRUARY 1, 2016
In both marriage and CX, it is the little things that make a big difference. A commonly known figure for the past couple of decades is that nearly 50% of all marriages will end in divorce. A sad statistic for sure, but the main causes for this, as noted in numerous articles and studies include.
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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.
Customer Bliss
FEBRUARY 23, 2016
There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves. But how does someone become a head of customer experience?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Vonage
FEBRUARY 29, 2016
No company wants to fail their customers, but at some point it’s going to happen. You’re going to mess up, or bad luck will mess you up, or a supplier will mess you up in the eyes of your customer. So, no matter how superb your product or service is, eventually you’ll need to find an answer the following question: How should you compensate a customer for a service or product failure?
Steve DiGioia
FEBRUARY 22, 2016
there IS a difference? This original article was written by Steve DiGioia. How do you treat the people that enter your place of business? What do you hope to gain from them? Are you more interested in providing value or to just fatten your wallet? Do you treat them as a $$$ sign or just a one-shot deal? Do you treat them as a burden because you will need to deal with their questions?
Experience Matters
FEBRUARY 18, 2016
Over the previous decade, I’ve had the opportunity to work with and study thousands of companies. One of the things that I’ve noticed is that the world has changed a lot, but organizational management has stayed substantially the same. Technology has enabled entirely new practices and we’ve developed a much deeper understanding of what drives human behaviors and business success. […].
InMoment XI
FEBRUARY 3, 2016
If my answers frighten you, then you should cease asking scary questions. – Jules Winnfield 74.8. That was the baseline measure of the National American Customer Satisfaction Index at its inception in quarter 3 of 1994. In the same quarter of 2015 it was 73.8. That’s more than 20 years with no improvement in customer satisfaction. .
Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.
Kristina Evey
FEBRUARY 2, 2016
Almost every company in the world interacts with customers on the phone to some extent. But how many do it WELL? This podcast shares proven methods that will present your company in the most professional manner anytime a customer calls. The way you work with customers and callers over the phone forms an impression about your level of caring, knowledge, and professionalism.
C3Centricity
FEBRUARY 23, 2016
A longer post than usual this week, but one that will make you smile, if not laugh out loud! It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver true customer service. I can’t understand why any organisation would still have trouble offering [.]. The post The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service appeared first on C3Centricity.
Experience Investigators by 360Connext
FEBRUARY 1, 2016
Employee engagement is a key driver in delivering great customer experiences. Without a dedicated and engaged workforce, customer complaints increase, loyalty decreases, and the company is less successful. And while it’s of course critically important to keep employees engaged and enthused about their work, it starts with who they are. Toxic people come in many forms, […].
Steve DiGioia
FEBRUARY 25, 2016
one that is still remembered years later. This original article was written by Steve DiGioia. For me it happened about 4 years ago when I got a few days off and took my family to Hershey Park in Pennsylvania. We haven’t been there since my kids were little and now it’s time for THEM to drag ME on to the roller coasters. I’m dating myself since these new-fangled rides are no longer called “roller coasters.” They’re more like “roller flips-you around-unti
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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.
Experience Matters
FEBRUARY 22, 2016
Temkin Group’s research shows that companies evolve through six stages of CX maturity, but the higher levels of maturity take a significant jump in focus and commitment. What does that path look like? Take a look at this infographic. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster […].
InMoment XI
FEBRUARY 12, 2016
Ok. take just a minute and think about a product or service that you are engaged with. By engaged I mean… more than loyal… you would buy this product, shop at this store even if it was inconvenient, more expensive, etc. Personally, there is a grocery store chain in Utah that I am engaged with. They know my. View Article.
ijgolding
FEBRUARY 4, 2016
How do you become a Customer Experience Professional? I cannot imagine that there are young children all over the world who wake up dreaming of becoming one!! I personally wanted to be a police officer when I was a little boy – my life did not quite work out like that! I think it is fascinating to understand how people end up doing something like CX…… and so I am absolutely delighted to share with you one professionals story in this post.
Vonage
FEBRUARY 23, 2016
Today’s consumers are used to getting texts from their local pizza parlours, instant messages from their accountants, emails from their housekeepers and phone calls from their repair people.As a result, they’ve grown used to flexible communications they can use how they want, when they want. That’s why savvy companies need to ensure they have a seamless, integrated omnichannel solution to offer truly competitive customer service.
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.
Michelli Experience
FEBRUARY 2, 2016
There’s accountability and there’s ACCOUNTABILITY. Try this one on for size…. Would you be willing to be held to a standard (which I refer to as the “tremble effect”) when it comes to the quality and consistency of experiences you and your team provide to your customers? The “tremble effect” seems an apt description of something that a former AT & T Chariman C.
Customer Bliss
FEBRUARY 18, 2016
How does your organization utilize the journey map? As the framework to consistently drive company focus that lines up your customer listening, improvement, and planning efforts? Or are the silos still promoting their internal processes as a “journey”? Lesley Mottla was part of the management team that developed Zipcar’s award-winning customer experience and technologies.
Experience Matters
FEBRUARY 12, 2016
As part of our ongoing consumer research, we track consumer attitudes across a number of different dimensions. With Valentine’s Day coming up this Sunday, I decided to analyze our Q1 2016 survey of 10,000 U.S. consumers and examine responses to the question: “To what degree do you agree with the statement: I feel loved and appreciated.” In […].
InMoment XI
FEBRUARY 4, 2016
If you’re ready to take text analytics to the next level, join us for this in-depth discussion on the advanced analytics services that can turn the abyss of unstructured data from a monster into a muse. But be sure to bring a rain jacket…It could get rough! Watch the taming of the Insight Kraken By.
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.
ijgolding
FEBRUARY 9, 2016
It is extremely likely that we have all heard the phrase ‘an elephant never forgets’ at some point in our lives. Like many well known sayings, it is also likely that you have never questioned whether or not this is actually true. According to many resources, the saying is pretty accurate – have a read of this: Remarkable recall power, researchers believe, is a big part of how elephants survive.
Vonage
FEBRUARY 4, 2016
Culture is reflected in how people behave. It is a given if you want to change your culture, you must change behaviors. Leaders set the example as they demonstrate it’s about everyone’s behavior. Leadership has to be focused on the strategies that will have a lasting impact on the customer-focused culture. Here are strategies that need to be on your agenda.
Kristina Evey
FEBRUARY 17, 2016
Understand WHY Customers Remain Loyal to Your Company. Improving customer service and profits… many companies make this so very complicated. Once you realize that you can design service into your processes, it makes much more sense. The magic happens when you’ve committed to the mindset and process required. Here are a few strategies to get you started… Make sure that you learn and USE your customer’s names at least once during your conversations.
Customer Bliss
FEBRUARY 22, 2016
We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. Because the C-Suite as a whole tends to make dozens (if not hundreds) of decisions in a given week, having an understanding on what specific decision-making styles make for leaders with a stronger customer focus is going to be helpful as you grow your ow
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
Experience Matters
FEBRUARY 9, 2016
I recently completed my challenge of tweeting 100 customer experience tips in 100 days. Now I want to turn it into a challenge for you. Take a look through the 100 tips and pick one or two that resonate with you. They can be things that you think are important that aren’t getting done, things that you want […].
Experience Investigators by 360Connext
FEBRUARY 25, 2016
If your customers think you deliver an “average” service experience, there is NO shortcut to getting them to become emotionally engaged, loyal, zealots of your brand. Don’t get me wrong. A well-designed service improvement initiative MIGHT result in a temporary spike in satisfaction scores but won’t produce sustained traffic or protracted revenue increases.
Steve DiGioia
FEBRUARY 11, 2016
I'm flesh and blood but you're a robot! This original article was written by Steve DiGioia. Too many businesses continue to offer a workplace that leaves no room for the employee’s personality to come through. They’re not robots, you know… They must recite a script written by someone that sits in an office far removed from the customer or by someone that, for years, hasn’t been “on the front lines” with the customers.
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