QuestionPro Audience
JANUARY 19, 2017
One common dilemma we often hear from researchers is that they are investing a great deal of time, resources, and effort to develop a high quality survey, but their survey response rates are declining, as is their online data quality—leaving them unsatisfied with the outcomes of their research. After all, the research is meaningless if the survey results are inadequate.
Experience Matters
JANUARY 4, 2017
It’s once again the time of year when I publish Temkin Group’s CX trends. In my post last year, we named 2016 “The Year of Emotion.” With my previous post, we declared 2017 “The Year of Purpose.” During this year, companies will be: Elevating Purpose. Over the past year, we’ve seen more articles discussing purpose, and leaders are beginning to […].
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Kayako
JANUARY 5, 2017
“In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts.” – Jeff Bezos CEO of Amazon. Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. They can easily search for a better alternative to your product or service.
Customer Bliss
JANUARY 5, 2017
Over the holidays, I read two interesting articles about customer experience. The first one, from Forbes , is called “Five Bold Expert Predictions For 2017.” (I am not among these experts, no.) The second article is from Harvard Business Review and called “The Most Common Reasons Customer Experience Programs Fail.” These are admittedly just two articles — there are dozens, if not hundreds, of articles published every day about CX — but if you find the int
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Michelli Experience
JANUARY 5, 2017
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Comm100
JANUARY 19, 2017
According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. As much as we may try and prevent them, negative experiences are a part of life. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them.
Experience Matters
JANUARY 4, 2017
It’s once again the time of year when I publish Temkin Group’s CX trends. In my post last year, we named 2016 “The Year of Emotion.” With my previous post, we declared 2017 “The Year of Purpose.” During this year, companies will be: Elevating Purpose. Over the past year, we’ve seen more articles discussing purpose, and leaders are beginning to […].
Kayako
JANUARY 26, 2017
Potential buyers are treated like the biggest VIPs in the universe. What happens after they buy? Are they given smooth onboarding? Is there a direct connection to a setup wizard? Do emails land in their in-basket at once? Are the tutorials ready to go? Do you have a plan for after-sales service? In many companies after sales and onboarding are set, users fall to customer support.
BlueOcean
JANUARY 4, 2017
The evolution of the self-serve customer service solution isn’t exactly headline news as we enter this new year. We all know that many, if not most, consumers today prefer to avoid interacting with a live customer service representative if a self-serve option is available. But when a complex situation pushes a consumer to their wit’s end and forces them to contact the call center, the agent they need may not be the agent most brands provide.
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Michelli Experience
JANUARY 4, 2017
Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it. Additionally, tools often get elevated to “laws of human behavior” even in the absence of empirical data or evidence.
InMoment XI
JANUARY 31, 2017
Our family of five recently moved in with my parents while building a new home. This is an unlikely situation for several reasons: From the start, I was not an advocate of building a home. We have never built a home before. The lot we purchased was owned by the builder, so we didn’t have.
Experience Investigators by 360Connext
JANUARY 5, 2017
Working day after day on the same set of projects and goals can make us a little complacent about what customers really need from us. Too often, we convince ourselves that what happens within our walls doesn’t have a direct impact on the experiences we deliver. Customer experience is huge and all-encompassing, so many think of improving it […].
Experience Matters
JANUARY 26, 2017
We recently published our annual listing of CX trends. In case that wasn’t enough to satiate your needs, here’s a recorded webinar and an infographic describing the trends… Click on figure above to download infographic as a.png file, or click here to download it as a .pdf.Filed under: Customer experience, Purpose, Trends.
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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
JANUARY 4, 2017
Power has been handed back to service, support and success teams. Boards are now seeing that great customer service does contribute to the bottom line. After all, excellent customer support can turn customers into loyal advocates resulting in more revenue. But customer service is just a smaller piece of the whole company. It takes the whole company to be customer-driven and become the customer’s advocate for a great service experience.
ijgolding
JANUARY 30, 2017
I want to start this blog post by asking a rather profound question: Are you happy? Whether you feel that these three words constitute a profound question or not, have a think about it for a moment. If it is not a question that you can answer quickly, then it warrants greater time to consider. I meet a lot of people as I travel around the world – I rarely ask them this question.
Michelli Experience
JANUARY 24, 2017
Often entrepreneurs reach out to me to discuss “customer-centricity” and the likely viability of their innovative products or services. To give you a sense of some of the key filters I use to evaluate the probable success of various ideas presented to me, let me offer an example of a small business that I think does a brilliant job of innovative customer-centric design.
InMoment XI
JANUARY 26, 2017
One of the more important decisions in survey research is the construction of the response scale. Researchers must make a number of decisions, such as: Should the scale be 5, 7, 10 or 11 points? Should it be unipolar or bipolar? Is it balanced? Should the scale points be ascending or descending? What is the appropriate.
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.
Vonage
JANUARY 16, 2017
Contact centres act as the front-line for many businesses. They are the point of contact where customers and companies meet to resolve issues and buy products and services. Operating at their best, contact centres play a fundamental part in creating a positive customer experience. At their worst, they can inflict irreparable damage that the business they represent will find hard to come back from.
Experience Matters
JANUARY 26, 2017
We recently published our annual listing of CX trends. In case that wasn’t enough to satiate your needs, here’s a recorded webinar and an infographic describing the trends… Click on figure above to download infographic as a.png file, or click here to download it as a .pdf.Filed under: Customer experience, Purpose, Trends.
Kayako
JANUARY 12, 2017
Narrowing down to a handful of posts to round up a year is tough. It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! There’s been a lot of development around the customer support world this past year with more blogs, conferences, podcasts and consultancies popping up everywhere.
AskNicely
JANUARY 17, 2017
2017 is the Chinese year of the Fire Rooster – heralding lots of changes and challenges. A new President, fallout from Brexit, market uncertainty – and no clear leader of the Rebel Alliance. Uncertainty breeds unhappiness and unhappy customers are more likely to change loyalties, share negative experiences or jump ship. You need to be regularly assessing how your customers feel.
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.
Michelli Experience
JANUARY 31, 2017
I’m convinced that the new customer experience leadership challenge will be … (drum roll please) … integrating human and technology based service. I refer to this opportunity as the human/tech challenge. That challenge involves leveraging technology for efficiency while integrating it with the warmth of human service delivery. In my opinion, your future success will hinge, in part, on how well you provide technology-aided, human powered experiences that seamlessly deliver when and ho
Customer Bliss
JANUARY 3, 2017
Today is the first day of office work in 2017 for many people. (While I know some of you worked on 1/2, it was technically a federal holiday.) You’ll arrive at your desk/office/cubicle/etc. rife with possibilities. It’s a long way from now until the end of 2017, and so much potential is in front of you. What are you going to do with it?
Storyminers
JANUARY 12, 2017
Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. We’ve updated it for 2017. Can you tell us how you got into CX and why you find the space so interesting? In 1999, I was working as a thought leader and executive consultant at IBM. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience).
Experience Matters
JANUARY 3, 2017
Dear Readers: Every year, Temkin Group highlights one theme that we think will be particularly important for companies in the coming year. In 2016 we focused on Emotion, in 2015 we focused on Employees, and in 2014 we focused on Empathy. And now, in 2017, we are focusing on … Purpose. Why “purpose,” you might ask? At Temkin Group, […].
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Kayako
JANUARY 19, 2017
Aching over why your metrics aren’t meeting your performance benchmarks is tough for any support team. It can make you feel like you’re not doing your job properly. Or worse, that you’re leaving your customers hanging around waiting to receive help. Each support channel demands different expectations from your support team. For live chat to really hold up it’s name, the agent must be present.
Comm100
JANUARY 19, 2017
According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. As much as we may try and prevent them, negative experiences are a part of life. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them.
Michelli Experience
JANUARY 25, 2017
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