Experience Matters
NOVEMBER 28, 2017
Last week I visited Amazon Books in Dedham, MA, one of the online giant’s 13 physical retail locations. I was intrigued to see what Amazon.com would do with a physical bookstore. I didn’t know what to expect, but my initial thoughts jumped to the scene from 40 Year Old Virgin where Jonah Hill tries to buy something at an “eBay store.” The experience was great from the beginning.
Kerry Bodine
NOVEMBER 29, 2017
I got a great question this morning from some colleagues who attended of one of our recent journey mapping workshops together: “Our marketing team would like to map the prospect journey from awareness up to purchase, but there are so many entry points and no linear process. Prospects could see an ad, then read one of our whitepapers, then come to our website, and then attend a think tank—or learn about us in any other number of ways.
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Kayako
NOVEMBER 29, 2017
We all know that emotionally, people don’t respond well to “no.” As customers we hate it, so why would you straight up say “no” to a customer request? A by-product of saying “no” is that it often results in lengthy conversations, anger, and escalations. These conversations drag on for longer than they have to and get more people involved than needed.
InMoment XI
NOVEMBER 30, 2017
I recently stopped by for dinner at a favorite local burger joint in my hometown of Orlando, FL. The restaurant has always had an energetic and social atmosphere, attentive service and easily the best burgers in the southeast (second only to The Vortex in Atlanta). Upon entering, I could sense a change from the norm.
Speaker: Becky Parisotto
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
NOVEMBER 28, 2017
Overview. How do you transform the culture and operations of your company to benefit the lives of your customers? In this episode, I chat with Sami Nuwar , the vice president of customer experience transformation at American Bath Group , about how his newly established role at ABG allowed him to create processes and operations that switched the company focus from being product-driven to being customer-driven.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Beyond Philosophy
NOVEMBER 27, 2017
Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. Doing it, however, flummoxes them. Not all companies have this problem though. Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX.
GetFeedback
DECEMBER 1, 2017
Customer feedback is a gold mine. It can reveal the broken processes, feature gaps, and service issues costing your business.
InMoment XI
NOVEMBER 30, 2017
I recently stopped by for dinner at a favorite local burger joint in my hometown of Orlando, FL. The restaurant has always had an energetic and social atmosphere, attentive service and easily the best burgers in the southeast (second only to The Vortex in Atlanta). Upon entering, I could sense a change from the norm. View Article.
AskNicely
NOVEMBER 30, 2017
Meeting your business’s big-picture NPS goals of going from bad to good (or even world class) takes time, effort, and ultimately putting theory into practice every day. I know, and here’s a quick story about why: I was a huge nerd. How nerdy was I? (See above). I wanted to be top of my class high school — the first person to finish my math quiz, the top prize at the science fair and so on.
Speaker: Carolyn Clark and Miriam Connaughton
The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.
BlueOcean
NOVEMBER 30, 2017
If enhancing your customer experience is a strategic priority over the next 12 months, you might be looking at putting out a contact center RFP or RFI early in the new year. Because the partnership you have with a contact center is core to your customers’ journey with you, it’s a relationship that matters more than most client-vendor connections – so this is a procurement process that won’t follow your average templated path.
GetFeedback
NOVEMBER 30, 2017
Eargo's modern hearing aids help people experience the world more fully. Here's how the innovative company uses surveys to connect with its customers.
InMoment XI
NOVEMBER 28, 2017
What is Digital Transformation? Where do your organization’s digital efforts stand? Are you doing all you can to differentiate yourself from your competitors? Are you truly positioned to innovate within your industry? Digital Transformation has become one of the technology industry’s most popular and frequently discussed topics. And like the significant industry trends that came before.
AskNicely
NOVEMBER 28, 2017
The AskNicely development team, now numbering a dozen innovative minds, is constantly delivering new feature enhancements, UI improvements and general fixes to our 15,000+ users at more than 1,000 organizations. But we haven’t always been timely in keeping our users ( not a user? ) up to date. We’re excited to remedy this situation with Feature Roundup, a new AskNicely blog series.
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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.
Kristina Evey
NOVEMBER 29, 2017
Consistency is key in many things… but I’m hard pressed to find an area as impactful as the Customer Experience. Consider the successful consistency in the branding experience of McDonald’s. Anywhere in the world that you want into a McDonald’s, you’ll quickly notice the same theme, colors, food, overall service, etc. I believe it is also fairly safe to assume that when they open a new McDonald’s franchise, they hit the ground running with knowing how many st
GetFeedback
NOVEMBER 28, 2017
Angry customers are par for the course when you work in support. Here's how you can get past the rage and turn negative product feedback into progress.
InMoment XI
NOVEMBER 28, 2017
What is Digital Transformation? Where do your organization’s digital efforts stand? Are you doing all you can to differentiate yourself from your competitors? Are you truly positioned to innovate within your industry? Digital Transformation has become one of the technology industry’s most popular and frequently discussed topics. And like the significant industry trends that came before.
Steve DiGioia
NOVEMBER 27, 2017
…no wonder why customer service is so bad – my rant! This original article was written by Steve DiGioia. We have turned into a group of inconsiderate, rude, thoughtless, disrespectful and egocentric miserable people. The worst traits of one’s personality show when presented with a “great deal” on a TV, toaster oven or pair of sneakers. Surely, Black Friday shopping brings out the worst in us.
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.
ijgolding
DECEMBER 1, 2017
In 2018, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people. A significant amount of support came via my crowdfunding campaign on Kickstarter. I feel genuinely blessed that so many people believed in what I am doing enough to pledge their support to make my dream come true.
Alida
NOVEMBER 29, 2017
Most executives today claim that customer experience (CX) is a top goal for their business , but Forrester’s research shows that companies aren’t making meaningful improvements in this area. At the 2017 Customer Intelligence Summit , Rick Parrish, a Forrester principal analyst servicing customer experience professionals, shared results of a recent study that shows an alarming lack of leadership in CX across all industries.
CX Journey
NOVEMBER 29, 2017
Image courtesy of Pixabay Are your employees suffering from change fatigue? Not familiar with the term "change fatigue?" I suppose that's probably a good thing! Maybe it's happening, but you're just not aware of it? What is change fatigure ? According to Wikipedia : Organizational change fatigue is a general sense of apathy or passive resignation towards organizational changes by individuals or teams.
NICE inContact
NOVEMBER 29, 2017
As children, my friends and I thought it was fun to ring our neighbor’s doorbell and then hide. We would hide and wait for them come to the door expecting someone to be there. We would snicker from our hiding place watching how frustrated they would get when no one was there. And — for whatever reason — it seemed to get funnier each time, when repeated with the same neighbor over and over again.
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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.
ijgolding
NOVEMBER 29, 2017
In last month’s column, I asked the question, ‘Are you a Leader or a Follower?’ The question was a precursor to defining why Customer Experience needs good, strong leadership. You will need to read the article to determine if you agree! This month, I want to ask three connected but altogether different questions: What do you do if the organisation you work for or with does NOT have strong customer focused leadership?
Kerry Bodine
NOVEMBER 29, 2017
How To Scale Service Design: Ubiquity. Last week I published the first in a series of four posts on how to scale service design, based on my closing remarks at this year’s Service Design Global Conference in Madrid. The focus of that first post was technology. In today’s post, the second in the series, I’ll talk about ubiquity. “Ubiquity” can mean a lot of things—and at the conference, we heard about service design being leveraged in many different industries and in many different parts of the
Michelli Experience
NOVEMBER 29, 2017
__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. The post {Infographic} Please Ask My Opinion But Not Too Much! appeared first on Joseph Michelli.
NICE inContact
NOVEMBER 29, 2017
As children, my friends and I thought it was fun to ring our neighbor’s doorbell and then hide. We would hide and wait for them come to the door expecting someone to be there. We would snicker from our hiding place watching how frustrated they would get when no one was there. And — for whatever reason — it seemed to get funnier each time, when repeated with the same neighbor over and over again.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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.
Customer Bliss
DECEMBER 1, 2017
After wildfires ravished many Northern California neighborhoods this past October, Pacific Gas and Electric Company (PG&E) took action to support its customers affected by the devastation. I was delighted to see how PG&E showcased its character and values through positive actions that support its community. The company recently announced that it will offer no cost installation and removal of temporary electric service to eligible customers who’ve been affected by the natural disaster.
Kerry Bodine
NOVEMBER 26, 2017
We hope you’ll join us in one of these fun locations next year for our signature two-day customer journey mapping workshop: February 27 & 28 in San Francisco. May 16 & 17 in Chicago. September 12 & 13 in Boston. Register early and save! With our Early Bird discount, you’ll save $100 on our regular registration rates. TODAY ONLY, save more!
Michelli Experience
NOVEMBER 28, 2017
There is a fine line between disinterest and inquisition! You know what I am talking about – some brands are solely focused on themselves and not on their customers. Leaders at those companies drive a business freight train down the track at their customers with seemingly no interest in what customers think or feel about the oncoming train. On the other hand, some businesses seemingly “overask” for customers’ input.
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