InMoment XI
MARCH 3, 2016
Banks have been focusing on the customer experience for more than 20 years. So, one has to ask “How far have banks come?” One way to answer this question is to look through the lens of CXEvolution. The CXEvolution framework gives bankers the ability to gauge how well their organization is delivering on the Customer.
Alida
MARCH 18, 2016
At Vision Critical, we’ve been focusing on the challenges created by the central role that mobile devices, both smartphones and tablets, now play in people’s lives. While the shift to mobile has created challenges for marketers and researchers, we believe the opportunities are even greater. It’s hard to deny the impact the mobile revolution has had on business.
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BlueOcean
MARCH 8, 2016
Outsourcing. It’s basically the corporate equivalent of walking down the aisle. You’re making a decision to trust someone else completely and you’re inviting them to build a future with you. Not a decision to be taken lightly. And it can induce more than a little anxiety in even the toughest executive. We’ve heard stories from VPs who spent sleepless night after sleepless night wondering if they’d done the right thing, if they’d trusted the right partner.
NICE inContact
MARCH 24, 2016
I recently did a webinar with CRMXchange on one-page journey mapping for contact centers. With over 230 people in attendance, there were great conversations and a lot of interest on this topic. In today’s hyper-modern world, understanding and managing the customer journey is a best practice for staying competitive, yet journey mapping can be time-consuming and complex and overwhelming at first.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Experience Matters
MARCH 30, 2016
We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2016. This is our annual analysis of which companies deliver the most and least bad experiences, how consumers respond after those experience (in terms of sharing those experiences and changing their purchase behaviors), and the effect of service recovery (see last […].
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
MARCH 30, 2016
How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to. View Article.
ijgolding
MARCH 24, 2016
Is it just me or do you find it weird when you search for someone on social media and you can’t find them? The same goes for businesses. If you don’t offer your customers numerous ways to contact you, the likelihood is the customer’s opinion of you is going to go down. Even if you have a Twitter account for promotional aspects only, you’re missing out on a whole world of customer service you could offer.
BlueOcean
MARCH 30, 2016
Technology has become the backbone of our lives. So when something breaks or malfunctions, it’s an interruption that makes you want to pull your hair out. And when your go-to IT guy can’t seem to help, you dread the call you know you’ll have to make to tech support. For various reasons, that call has become comparable to going to the dentist or working with a used car salesman.
NICE inContact
MARCH 23, 2016
Rajeev Shrivastava, Chief Strategy Officer at inContact, recently sat down with Fr. Robert Ballecer for This Week in Enterprise Tech at Enterprise Connect 2016. Hear what Rajeev had to say about inContact’s cloud contact center solutions , our strategy for leading the market in cloud technology, and how customers can properly deploy our solutions to meet their business needs.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Experience Matters
MARCH 28, 2016
In the 2016 Temkin Experience Ratings (TxR), we found that the average ratings for all 20 industries declined between 2015 and 2016 (see graphic). Here are some observations: Across the 20 industries, TxR dropped by an average of 5.2 points between 2015 and 2016. Three industries dropped by less than 4 points (banks, software, and wireless carriers), while […].
Kerry Bodine
MARCH 21, 2016
This is my forward to Guy Nirpaz’ s new eBook on customer success, Farm Don’t Hunt , available today on Amazon. The disciplines of marketing and sales have traditionally owned a controlling stake in building customer relationships. On the surface, this makes a certain amount of sense: We need to make customers aware of our offerings and get them in the door.
InMoment XI
MARCH 30, 2016
How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to.
ijgolding
MARCH 22, 2016
Those who know me well will testify to the fact that when it comes to the subject of Customer Experience, I like to talk! In fact, Mrs Golding will argue that it is nigh on impossible to get me to stop! There is no denying that when you are passionate about a subject, it is enjoyable talking about it. So when Mark McArthur Christie and James Freeman-Gray from my good friends at Rubuss asked me if I would talk about my passion in front of a camera, it was impossible to refuse.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
BlueOcean
MARCH 24, 2016
Your contact center goals are to achieve cost-effectiveness and efficiency while also delivering exceptional service experience to your customers. The challenge is, how does that translate into numbers? Calculating contact center costs in order to build a business case for outsourcing depends upon a complex array of factors and considerations. We want to make it easy for you.
Kayako
MARCH 17, 2016
The best teams are built upon people’s differences and their strengths. Startups are a great example of where people from different backgrounds and experiences collide to make magic. The key is having a diverse group of people with different skills. This helps drive innovation, competition, unrestricted thought, and open-mindedness. These values have to be instilled at the onboarding stage and reinforced in order to cement the company culture.
Experience Matters
MARCH 25, 2016
In a recent report, we evaluated mobile eGift card buying experiences using Temkin Group’s SLICE-B experience review methodology. As part of the process, we also received a number of eGift cards. So we took a look at the experience through the eyes of the eGift card recipients. Rather than do an entire experience review, we decided […].
Help.com
MARCH 21, 2016
Forget everything you think you know about millennials. Generation Z is on the rise and will soon be taking over the consumer market. But what do we really know about them? Marketers have been researching how to connect with Gen Z for years and have identified the group as screen addicts with short attention spans.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
InMoment XI
MARCH 30, 2016
How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to.
ijgolding
MARCH 16, 2016
Last week I witnessed something that I consider to be incredibly unusual. In a world where it is more uncommon than not for consumers to have their expectations exceeded, I was actually bowled over by what I experienced. ‘Bowling over’ a career Customer Experience ‘nut’ is not that easy to do! What makes the experience all the more amazing, is that what actually happened is not really anything that remarkable!!
BlueOcean
MARCH 17, 2016
Top-performing salespeople are a breed of their own. Passionate, competitive, self-motivated and tireless. But when your company experiences rapid growth or has a lengthy sales cycle for high value products and services, the burden on your top performers can be heavy. That’s when you’ve got to ask: is there a cost-effective way to augment my sales coverage and drive results without driving core sales team into the ground?
Velaro
MARCH 28, 2016
Live chat can fix some common customer service issues your team may be having, but some issues it can only help, not fully transform. There are two major customer service problems live chat can readily fix, and two major problems it can help with but not significantly impact on its own. The four major customer service problems I’m referring to are: Understaffed Teams –. this impacts customer wait times and queue size, and is further aggravated by inefficient processes (e.g. documenting the detai
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Experience Matters
MARCH 23, 2016
We published a Temkin Group report, The Federated Customer Experience Model. Here’s the executive summary: When a company starts its customer experience (CX) journey, it often establishes a centralized team to build the necessary internal capabilities and catalyze change. However, that team’s effectiveness can be limited by a number of things, including divided attention within lines […].
Experience Investigators by 360Connext
MARCH 30, 2016
Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term loyalty from customers. Customer experience is the most fun when we find those important a-ha moments.
InMoment XI
MARCH 28, 2016
Scott Humes, the Client Service Manager at Wells Fargo, manages five client services groups across the nation. In his role as Client Services Manager, Wells Fargo seeks to be innovative and push the envelope of traditional service by reviewing their customer’s portfolio, touch points, and offering suggestions to help them reduce their effort in completing.
Help.com
MARCH 14, 2016
A recent study by Gallup shows that only 29% of customers are fully engaged. Think about what that means for your brand. 71% of customers are ready and willing to part ways with your company. Why aren’t they happy? What can you do to mend the relationship? We share a few tips below that can help boost your customer engagement and create a culture of loyal, happy customers.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Storyminers
MARCH 31, 2016
The National CXPA Organization is working hard to put together another stellar Insight Exchange this year in the ATL. Those of us who live in the area have jumped into the mix and are adding some fun things to keep participants busy and help them see our wonderful city. Each evening customer experience practitioners will be able to pick a restaurant of their choosing for dinner at some 30 odd restaurants where reservations for ten have been pre-arranged.
Customer Bliss
MARCH 30, 2016
In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. Aided listening. Experiential listening. You can learn about the different types of listening in virtually any of my books , but here’s a breakdown for those just coming into these concepts: Unaided or volunteer listening: This refers to companies who optimize feedback customers give as they inte
Experience Matters
MARCH 21, 2016
In a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this will be a popular topic for Temkin Group this year. Here’s a short snippet from my speech where I discuss the […].
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