InMoment XI
MAY 18, 2017
Voice input and connected devices are changing how people interact with software and each other, altering our notions of UX Design. If you grew up watching Star Trek you saw Captain Kirk speaking directly to his ship. Not only did he give the ship commands, but the ship would speak back. While at the time.
Kayako
MAY 25, 2017
When you’ve worked in support for a while, especially for the same company, it can feel like Groundhog Day. You feel like you answer the same questions day in and day out. That’s because you probably are! But that doesn’t mean it has to be boring. Practice makes perfect and setting yourself the challenge to improve keeps you interested. There are always things you could be doing better in your conversations.
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BlueOcean
MAY 23, 2017
Ever have one of those days when you simply don’t want to talk to anyone? That day inevitably coincides with the renewed urgency of the task you’ve been procrastinating over: calling customer service to fix your computer/check your warranty/renew your membership/reset your password. We know you hate calling tech support. We know you’d rather not “ press one for yes.
ijgolding
MAY 23, 2017
For much of my career, I, like many of my peers, have had to suffer what I like to call the ‘rolling eyes phenomenon’ on numerous occasions. Usually (although not exclusively) the domain of men and women working for organisations in senior roles, the ‘rolling eye phenomenon’ often occurs when someone like me, a Customer Experience Professional, starts to talk about anything related to the Customer Experience.
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Experience Matters
MAY 8, 2017
We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2017. 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
MAY 2, 2017
Brands are all hyping customer experience and many are succeeding. Enough with the tired old pitch from consultants about things like: “Why 7 out of 10 strategy implementations fail” or: “The top 5 reasons why companies improve things customers don’t care about” (I wrote that one so I am throwing myself under the bus as.
Kayako
MAY 11, 2017
This is a guest post from our friends over at FieldBoom. Josh Brown will walk you through ways to analyze your customers and their needs. Consistently exceeding expectations is what any entrepreneur or startup should aim for to increase customer bookings and enjoy growth. Companies like Virgin Atlantic, British Airways, and Zappos go the extra mile to ensure their customers receive top-notch customer service.
Customer Bliss
MAY 18, 2017
It can be common at some companies for execution to be the norm. (More on this in a second.) I’ve done 51 episodes of my podcast now, and usually the feedback I get from listeners is that they like the sections where the guests go over actionable, tactical items. In other words: execution. People want to know how to achieve something — the steps and processes — because often that’s most important to their rank/level (and theoretically most important to the company scali
IntouchInsight
MAY 4, 2017
It’s no secret that people are resistant to change - and when it comes to organizational change, their resistance might be even stronger. This is one of the many challenges CX leaders face today as they are tasked with driving their company’s transformation to a customer-centric organization. Add this on top of challenges such as limited data sharing across the business, organizational silos, and teams not being aligned on customer needs. and this quickly becomes an initiative that requires a lo
Speaker: Amanda Adams, Fractional CFO, CPA
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Experience Matters
MAY 30, 2017
Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. How? By mastering Four Customer Experience Core Competencies. This video provides an overview of one of those competencies, Customer Connectedness, where the goal is to infuse customer insight across the organization. Here Are Four Strategies For Customer Connectedness: Filed under: […].
Storyminers
MAY 31, 2017
Customer Experience is making great inroads into business, both in the US and in Europe. The 2017 KPMG Nunwood Customer Experience Excellence Analysis benchmarks CX efforts on both sides of the Atlantic. This CX Resource also brings crystal clear insights useful to any serious customer experience design practitioner. A multi-industry scorecard of sorts, this report shares which sectors and brands are doing the best and dives into practical details about how they do it.
InMoment XI
MAY 25, 2017
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Using analysis techniques for CX programs allows data to be transformed into information and knowledge. Although there are many broad areas for analysis, this chapter will touch on five instrumental techniques. Data Mining Data.
Kayako
MAY 18, 2017
Think about your ideal experience as a customer. It was smooth and quick to get in touch with a knowledgeable and friendly support person, right? You felt heard, and understood! When customer service is like that, you don’t think about excessive effort, and endless back and forth communications. And yet we more commonly experience high friction scenarios.
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ijgolding
MAY 2, 2017
Last week I wrote an article on the subject of ‘common sense’ To be more accurate, I wrote about the lack of common sense and how it’s absence was continuing to destroy customer experiences all over the world. One of the stories featured in the article was about United Airlines and their much publicised PR disaster caused by the practice of overbooking flights.
Steve DiGioia
MAY 1, 2017
This original article was written by Steve DiGioia. What do your customers expect from you? Do you live up to their expectations or only reach your own perceived “ceiling” of service? Are you “good enough”? Maybe. But good enough for whom? Once we believe we have little to learn about the needs of our customer we no longer deserve their business – and shouldn’t expect it.
Experience Matters
MAY 1, 2017
We just published a Temkin Group report, The State of CX Management, 2017. For the eighth straight year, Temkin Group has evaluated the state of Customer Experience (CX) management at large companies. It includes a lot of details about customer experience within large organizations and examines their effectiveness across Temkin Group’s Four CX Core Competencies: […].
Storyminers
MAY 8, 2017
In the last decade, many brands have used customer experience processes and perspectives to complete corporate turnarounds and experience make-overs. Some have seen their fortunes rise. Some have even stayed at elevated levels. They all use the six customer experience pillars. [SIDEBAR: The six essential disciplines of the Customer Experience Professionals Association: Customer-Centric culture, CX Strategy, Experience Design Improvement & Innovation, Metrics & Measurement and ROI, Organi
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.
InMoment XI
MAY 30, 2017
It’s no secret that customers are flocking to social media in droves to express their delight and disdain with the brands they buy. A key tool that cutting-edge CX practitioners use to measure their social media (SM) reputation is sentiment analysis. This indicates the relative positivity (or negativity) and strength of the attitude expressed in.
Kayako
MAY 4, 2017
Entering a small shop or boutique where they know your name and respect your business feels inclusive and welcoming. But as small businesses become bigger and build success, why don’t their service experiences ever scale? Think about your favorite small business. It could be a cool cafe or a specialist store. Why do you love it so much? There’s probably several qualities that won you over.
ijgolding
MAY 17, 2017
Most human beings have a small number of people they consider to be their ‘heroes’ For some, it is a relative – their mother, father, brother or sister, husband, wife or partner – it may be a long departed uncle who flew Spitfires in World War II. Others may have heroes from the sporting arena, whether it be a football or soccer player; Muhammad Ali, or a multiple Olympic champion.
Customer Bliss
MAY 10, 2017
Guest post by Blake Morgan, Customer Experience Futurist, Author, Speaker. For a customer experience program to be effective, the most senior leaders at the company must take ownership of the program. But unless the CEO appoints a chief customer officer, a chief customer experience officer, or even a chief marketing officer who is empowered to get things done for the customer, it’s hard to say who will lobby for the customer across the organization.
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.
Experience Matters
MAY 5, 2017
Comcast recently moved its Customer Service and Customer Experience teams into the company’s Technology and Products division. Charlie Herrin will remain as the chief customer experience officer and Tom Karinshak will remain as the chief customer service officer, but they will now both report into Tony Werner, president of Comcast’s Technology and Products Group.
Storyminers
MAY 3, 2017
Nearly 70% of shoppers will revisit a clothing store because of personalization. This from Springboard Retail , a provider of point-of-sale (POS) software with enterprise-grade retail management features. You can read the entire study here. If you follow this survey’s implied advice, you’ll spend more time and money on #1, less of your budget on #2, and so on.
Kristina Evey
MAY 18, 2017
We make decisions every day, every hour, about how to run our business – how to make it better, how to make it more efficient, how to motivate our staff, how to increase revenue, how to cut costs, etc. The daily decisions are endless. But – there is ONE thing that is seldom considered in these decisions. And, unfortunately, it’s the most important thing.
Steve DiGioia
MAY 22, 2017
This original article was written by Steve DiGioia. How can “kids” brought up with immediate access to information and short attention spans provide the service experience our “older” generation expects? Good question…. I remember watching old black and white movies where the “old guys”, sitting in front of the barber shop, would complain about the kids of today not having the same respect for others or the work ethic as they did.
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
Calabrio
MAY 3, 2017
Today’s chief marketing officers (CMO) are familiar with outbound and inbound marketing tactics—they promote their wares at trade shows and advertise with multiple media outlets, and generate inbound leads via content marketing and social media.They understand that outbound and inbound marketing is a balance, and organizations benefit from the customer interaction each provides.
Kayako
MAY 30, 2017
You’ve read all the classic books on customer service— Delivering Happiness by Tony Hsieh, How to Win Friends and Influence People by Dale Carnegie, and more. But now you don’t need to spend hours reading another book, unless you’d like that. Thanks to the rise of TED talks, there are troves of great videos on YouTube where you can learn tips in just 15 minutes.
NICE inContact
MAY 5, 2017
Anyone can design a customer feedback survey. It’s just a bunch of questions about things that you, your boss, your marketing department, and perhaps an executive or two want to know about your customers. Simply collect the questions from everyone who wants to know about your customers, build the survey, and wait for the results. Stop! If you believe any of what you just read and you have any type of customer feedback survey in place now, you are likely hurting your company’s reputation.
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