eglobalis
OCTOBER 29, 2017
What is simplicity exactly? To me, simplicity means a demonstration of features, functionalities, processes, governance and design which are really necessary. The post Customer Experience Simplicity in Technology: How Quality & Design Impact the Bottom Line appeared first on Eglobalis.
Lumoa
OCTOBER 13, 2017
Customer experience consists of countless details, but at the end, it all comes to what a customer thinks of your brand. Sometimes, you think your brand and customer experience are the same thing. In reality, if a customer perceives your brand in a different manner compared to you, that would be your true customer experience. You could use millions of different methods to improve customer experience - from service design to detailed research and questionnaires.
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Vonage
OCTOBER 2, 2017
Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. If they were a bit irritated when they picked up the phone, they were likely to be fuming by the time they got through to an agent. This was partly due to the long wait, but also due to the fact that this set-up led to customers not feeling in control or valued in any way.
Experience Matters
OCTOBER 10, 2017
In case you missed it, Richard Thaler won the Nobel Prize in Economics. He’s a well-known behavioral economist and author of the popular book Nudge. Thaler often collaborated with another behavioral economist (and one of my favorite economists of all time), Daniel Kahneman, who won a Nobel Prize in 2002. You may have seen Thaler in this scene from The Big Short where he and Selena Gomez explain a financial instrument called a synthetic collateralized debt obligation (CDO).
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Experience Investigators by 360Connext
OCTOBER 26, 2017
For those of us who’ve studied CX for decades, seeing it featured as a “new topic” is a little jarring. It seems every business article now mentions the customer’s journey as if that’s a new revelation. “The journey is just as important as the product!” Wow! (Who knew!?) Now leaders worldwide are resolving to improve CX. Yay! But here’s the thing: Few actually understand what the best CX leaders do with this knowledge.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
eglobalis
OCTOBER 3, 2017
Companies are shooting themselves in the foot consistently around their customer experience. Why? And how do we help them to make it better? In the past 18 months, we’ve seen several major customer experience blunders from big brands. There is a pathway to improving customer experience globally, but it’s not necessarily the way we think about it now.
Kerry Bodine
OCTOBER 2, 2017
The concept of customer journeys isn’t new to the customer experience world. Yet it’s taken some time for organizations to evolve from simply creating journey maps to actively using the journey as a framework for how they do business. One of the most exciting developments of the past few years is the recognition, in the words of McKinsey , that “end-to-end customer journeys, not individual touchpoints, are the unit to measure when setting priorities for your customer-experience investments.”.
Vonage
OCTOBER 2, 2017
The essential principles of customer service are timeless, but consumer expectations are not. Customers have always wanted a friendly, efficient and reliable service, but with the development of new technology, their expectations have been raised. They want a more efficient service than before. They don’t just want friendly; they want to feel like the service has been personalized for them.
Experience Matters
OCTOBER 3, 2017
Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration. Take a look at last year’s ultimate CX infographic. Here are links to download different versions of the infographic: Infographic: in.jpg format, in.pdf format 18″ x 24″ poster: in.jpg format, in.pdf format This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” It is part of a broader celebration of Customer Experience Da
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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.
Kayako
OCTOBER 25, 2017
Live chat plays a significant role in your support model yet most live chat experiences still end in frustration! That’s because businesses are failing to focus on the right business objectives. The importance of live chat can’t be underestimated. Deliver live chat incorrectly and you will put customers off using your business: . 83% of consumers report they’ve given up on a live chat session due to frustration. 56% of consumers could not recall a positive live chat experience – ever.
Michelli Experience
OCTOBER 17, 2017
Recently an interviewer asked me a frustrating question, “Why are we constantly watching leaders on television who are boastful and self-serving?”. My answer, “B ecause the leaders we see on television in the United States are predominantly politicians. Those politicians, be they Republican or Democrat, often place their political careers above the broader issues of the country.
eglobalis
OCTOBER 3, 2017
In my last article, I talked about quality by looking partially at the Samsung Galaxy S7 product issues. My focus in working with clients is often all the risk aspects that can impact the quality of customer experience, so I want to continue discussing quality. In this article, we’re going to use two personal examples (from different sectors) to illustrate points about trust and customer experience.
InMoment XI
OCTOBER 12, 2017
Introduction In 2003 Fred Riechheld introduced the Net Promoter Score (NPS) as the “one number you need to grow” within the customer experience field. Since that time, many companies have adopted this measure. At MaritzCX we are often asked about our perspective on the use of the Net Promoter Score (NPS) versus other customer experience.
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.
GetFeedback
OCTOBER 25, 2017
Salesforce Admins play a critical business role, but they often fly below the radar. We asked two MVPs to tell us what makes an Awesome Admin awesome.
Experience Matters
OCTOBER 3, 2017
As part of our CX Day celebration, which this year is focussed on Elevating Purpose, we’re giving away this free eBook: 25 Tips For Becoming A More Purposeful Leader. One of Temkn Group’s Four CX Core Competencies is Purposeful Leadership. To master this competency, a company must be able to affirmatively answer the question, “Do your leaders operate with a clear, well-articulated set of values?
Kayako
OCTOBER 16, 2017
It should never be customer success vs customer service. Yet, somehow these departments have been separated. They’ve been separated to showcase customer success as being this proactive, product-driven, revenue generating machine, and left the support department sitting around feeling like a reactive cost center. Maybe that’s down to the leaders of success teams wanting to gather all the valuable pieces of the customer relationship as theirs?
Customer Bliss
OCTOBER 17, 2017
Comcast Customer Experience – Episode Overview. Charlie Herrin is the Chief Customer Experience Officer at Comcast, based out of Philadelphia. Comcast has become a big name in the CX space in recent years for some of the work they’ve done around customer growth, and I think Charlie ended up being a great guest. I’m going to outline some of the key themes of the discussion — which is very enlightening — and then encourage you to listen to the entire episode when you
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.
eglobalis
OCTOBER 22, 2017
In the technology industry, specifically within software and hardware usability, design and services, one of the biggest elements that hurts customer experience -- and by that I mean B2B and B2C customers -- is overly-complicated product design. The post The One Element Of Product & Tech Design That Kills Customer Experience appeared first on Eglobalis.
Alida
OCTOBER 17, 2017
This article is a guest blog post from Ed Bennett, a digital strategy expert and president and CEO of Ed Bennett Consulting. To hear more insight from Ed on patient experience, watch our webinar, Diagnosing disruptions: De-risking decisions in health care’s digital age. . In the age of companies like Amazon, Airbnb and Apple, health care organizations are lagging other industries in customer experience.
InMoment XI
OCTOBER 19, 2017
Fierce Competition in the Property and Casualty Insurance Market Founded in 1901 and based in Bucyrus, OH, Ohio Mutual Insurance Group writes more than $220 million in premiums each year – covering homes, autos, farms and commercial properties in seven states through 400 independent partner agents. Maintaining a Competitive Edge President and CEO Mark C.
Experience Matters
OCTOBER 18, 2017
It seems like every year I get a surge of questions about Net Promoter® Score (e.g., NPS®). Well, it’s that time of year. Rather than re-writing my answers, I decided to share a webinar that I recorded a few years ago. Much of that data has been updated, but the content remains totally applicable. This is a great primer on NPS. Enjoy! You should also check out Temkin Group’s VoC/NPS Resource Page for current data and more advice on how to use NPS.
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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.
Experience Investigators by 360Connext
OCTOBER 4, 2017
The first week of October is both Customer Service Week and the week of CX Day! This week of celebrating success through CX and better customer service is an important reminder that we all serve a role in this. But customer service has a special place in the way a customer feels about your brand! J Cubed!! RT @360Connext : Jason Dabrowski @jeanniecw and @Dragonburger75 loooove customers!
Comm100
OCTOBER 17, 2017
Introduction. In 2013, Amy’s Baking Company became famous overnight after premiering on a particularly dramatic episode of Gordon Ramsay’s “ Kitchen Nightmares ” – a reality TV series that followed Ramsay’s attempts to help struggling food establishments improve their business. Once a failing restaurant, Amy’s Baking Company now had a flock of new customers rushing to their location in Scottsdale, Arizona, eager to check out the only establishment that the renowned chef had ever walk
Vonage
OCTOBER 2, 2017
No social customer care program can be successful without the right people interacting with your customers and prospects. The hiring of the front-line social care staff should be thoughtful, strategic and intentional, as it will set up the rest of the program to be able to scale in the future. What complicates the hiring process is that the social care agents will likely report up through an Operations or Customer Service division, whereas you, as a social media leader, may be part of the Market
Alida
OCTOBER 26, 2017
“Young people need to be asked what matters, not told what matters.”. – Jeff Martin, CEO and founder of Tribal Brands. The “Me, Me, Me” generation. The digital natives. The Echo Boomers. No matter what you call them, the millennials (or Gen Y), those born between 1980 and 1995, are the biggest age grouping in American history. Now in their prime spending years, this generation is set to reshape economy as we know it, and the $3 trillion health care industry will be no exception.
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Customer Bliss
OCTOBER 24, 2017
Episode Overview. Did you know that government agencies are working hard to embed customer experience strategies in their operating plan and mindset? In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation. Meet Anahita, CCO and Certified Lean Six Sigma Green Belt.
InMoment XI
OCTOBER 17, 2017
As a retail brand, there are certain elements your company deems important in order to uphold your brand image to your customers. It’s imperative that each frontline employee represents the brand according to the standards set for service delivery. But with so many disparate locations, how can you ensure this is happening? Especially in light.
Experience Investigators by 360Connext
OCTOBER 16, 2017
Netflix recently made news with their amazingly funny and warm cease and desist letter to fans of the show Stranger Things. While the intent of the letter was still clear, and technically a request from the legal team, the tone of the letter is what got people talking. It’s the most customer-centric thing you might read today! “Even lawyers have a sense of humor.” This refrain gained a lot of traction quickly!
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