Alida

MAY 16, 2018

It was the second annual CX and the City event in New York City from Vision Critical , and I spent most of the day holding my breath hoping that the storm would pass. But despite the dark-and-gloomy weather, the evening was a success. More than 100 senior leaders joined us on the Refinery Rooftop to network and hear how three industry-leading companies—BuzzFeed, Stanley Black & Decker and Group Nine Media—are transforming their company DNA to become insight-driven businesses.

Groups 154

Groups Advertising Customer Insights Brands 154

Beyond Philosophy

MAY 18, 2018

A difference exists between what people say they will do and what people do. People say they want salads in theme parks but order hamburgers. People say they want to save the planet but then ignore the recycling bin. People say they want many choices but then complain that there were too many choices to decide. In short customers are irrational! We recently enjoyed debating this in our podcast Why Are Customers Irrational?

Transportation 118

Transportation Retail Consulting Policies 118

Oracle

MAY 16, 2018

I don’t want to a buzz kill, or the bearer of bad news, but if you’re just setting out on a customer experience career journey, understand that it is not for the complacent, nor the satisfied. This is the career for those who must motivate themselves and others to constantly and consistently top what has been done previously. Is that fair?

Customer Experience 76

Customer Experience Customer Expectations Customer Experience Professionals Customers 76

Informedy

MAY 15, 2018

You’re at the end of a 17-hour round-trip travel day, hunger rumbling and thoughts of a steak dinner dancing in your mind. You jokingly tweet to your favourite steakhouse, “Hey, can you meet me at the airport when I land in two hours?” Imagine your delight when you’re met by a tuxedo-wearing team member from the steakhouse who brings you a 24 oz steak and all the extras – free!

Employee Engagement 45

Employee Engagement Engagement Travel Meeting 45

Speaker: Jason Cottrell and Brian Walker

Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.

System

InMoment XI

MAY 17, 2018

Financial Advisors (FAs) are key to the promotion, distribution and support of a wide assortment of insurance, investment and banking products and services. From life insurance, variable annuities, mutual funds and retirement products to trust services, wealth management and an assortment of investment instruments and securities, FAs often are the connection between customers and financial.

Financial 200

Financial Management Insurance Customer Experience 200

GetFeedback

MAY 17, 2018

Great customer support looks very different than it did a decade ago. Technology has given support teams incredible ways to reach the modern customer. But it’s also opened the flood gates to countless new channels. Once upon a time, customer support agents would split their time between one or two channels (usually phone and email). Today, they might work several channels at once.

Customer Satisfaction 207

Customer Satisfaction Omni-Channel Self Service Knowledge Base 207

BlueOcean

MAY 14, 2018

You’re no stranger to RFPs. Love them or hate them, the undeniable truth is that they’re crucial to making informed business decisions about future vendors and partners. The purpose of a contact center RFP is no different: it’s an essential process to use when choosing an outsourcer. However, the contact center RFP is unique and can’t be modeled on the same old RFP template used for other services your company may procure.

Contact Center 214

Contact Center Resources Guidelines Culture 214

InMoment XI

MAY 17, 2018

Financial Advisors (FAs) are key to the promotion, distribution and support of a wide assortment of insurance, investment and banking products and services. From life insurance, variable annuities, mutual funds and retirement products to trust services, wealth management and an assortment of investment instruments and securities, FAs often are the connection between customers and financial.

Financial 200

Financial Management Insurance Customer Experience 200

CX Accelerator

MAY 16, 2018

Ten years is a great deal of time in the life of a mortal. Considering the average life expectancy of a white bloke in the state of Tennessee is only 73.94 years, this is a really long time. Apparently I’d live eight years longer if I moved to Hawaii? Something to ponder for the future. ?? For now, it’s time to explore the past. This week I’m celebrating 10 years working for the same organization.

Fashion 203

Fashion Leadership Employee Experience Customer Experience 203

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.

Data

QuestionPro Audience

MAY 18, 2018

I know what you’re thinking: “another day, another millennial-focused article”. But as a generation that is on the cusp of surpassing baby boomers as the nation’s largest living adult generation , it’s important for brands to take notice of the trends they’re setting as consumers. In 2017, more than 514 million business trips were taken, spending a total of $424 billion.

Travel 186

Travel Airlines Transportation Guidelines 186

Omnicus

MAY 15, 2018

Not sure how to increase your NPS? Check out your employee morale rate for a hint! “Kids these days don’t understand the meaning of the word loyalty,” my grandfather would say as he boasted about how he worked for the same company doing the same job for over 30 years.

NPS 186

NPS Loyalty Company How To 186

InMoment XI

MAY 15, 2018

We’ve seen it many times. You understand the need to listen to customers. You want to apply their feedback to your organization. You launch your CX programme. Results start coming in. But then it happens. Your channel partners dispute some of the results. ‘That customer didn’t really mean to say that’ or ‘You’re asking the. View Article.

Feedback 200

Feedback Automotive Customers 200

Customer Bliss

MAY 16, 2018

Maintaining a “customer service mentality” in the marketplace has to first begin with leaders and the behaviors that they themselves exhibit. That gives the organization—throughout the organization—the ability to act and model that behavior. And this is not just limited to those on the front lines caring for customers in distress. In our lives, we remember the companies, the people and the times when we were honored…. as a friend, as a partner, as a customer.

Customer Service 201

Customer Service Hospitality Leadership Groups 201

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QuestionPro Audience

MAY 15, 2018

The royal wedding is only days away, and excitement is in the air—and not just in England, but in the bride’s home country of America too. While we may not have a royal family in the U.S., we are certainly excited to be represented by one of our own in this wedding. Royal wedding mania has overtaken the country, and many brands are looking to cash in on the excitement by rolling out royal-focused marketing campaigns.

Hotels 170

Hotels Social Media Brands Innovation 170

Centriam Customer Experience Lab

MAY 17, 2018

When it comes to improving customer experience, not all retailers are the same. Different business models, customer bases, and product selections prevent a one size fits all approach to providing great customer service. In their recent article titled “The Great Retail Bifurcation: Why the retail “apocalypse” is really a renaissance” , Deloitte divided retailers into three groups—price-based, balanced offering, and premier—to help explain differences in retail business performance post-recession.

Retail 150

Retail Customer Experience Groups Customers 150

InMoment XI

MAY 15, 2018

The world comes at us at 150+ miles an hour, every day. Each new moment thrusts upon us decision points, which shape our next steps. As we barrel through this speedway of change called life, there are key pillars of support that drive our achievement. Sometimes the best way to ‘speed up’ and reach our. View Article.

Automotive 200

Automotive 200

ijgolding

MAY 17, 2018

The launch of my first book has finally become a reality! ‘Customer What? The honest and practical guide to customer experience’ was published at the end of April 2018. I would never have been able to achieve 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.

Travel 164

Travel Hotels Customer Experience Feedback 164

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Communication

C3Centricity

MAY 16, 2018

Why do companies still try to cheat their customers? There have been a lot of articles recently exposing the behaviors of organisations who clearly haven’t adopted a customer first strategy. Companies who still think it’s OK to try to attract customers and entice them to purchase with less than honest promises and behaviour. . I know that this has always been the case in some businesses; trying to convince the customer that what you have to offer is exactly what they need – eve

Company 160

Company How To Advertising Brands 160

Centriam Customer Experience Lab

MAY 17, 2018

When it comes to improving customer experience, not all retailers are the same. Different business models, customer bases, and product selections prevent a one size fits all approach to providing great customer service. In their recent article titled “The Great Retail Bifurcation: Why the retail “apocalypse” is really a renaissance” , Deloitte divided retailers into three groups—price-based, balanced offering, and premier—to help explain differences in retail business performance post-recession.

Retail 150

Retail Customer Experience Groups Customer Base 150

InMoment XI

MAY 15, 2018

The world comes at us at 150+ miles an hour, every day. Each new moment thrusts upon us decision points, which shape our next steps. As we barrel through this speedway of change called life, there are key pillars of support that drive our achievement. Sometimes the best way to ‘speed up’ and reach our. View Article.

Automotive 200

Automotive 200

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. I was there among them, wearing my CXPA volunteer hat and announcing some exciting things for their 60+ local networks. But per usual, I was learning from and with my peers.

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

GetFeedback

MAY 17, 2018

Customer support looks very different than it did a decade ago. Today, agents support customers over many channels, and not all channels are created equal.

Customer Satisfaction 150

Customer Satisfaction Customers 150

Omnicus

MAY 15, 2018

Not sure how to increase your NPS? Check out your employee morale rate for a hint! “Kids these days don’t understand the meaning of the word loyalty,” my grandfather would say as he boasted about how he worked for the same company doing the same job for over 30 years. Now, I’m not saying that working for the same company as a gardener for 30 years is a dream, but my grandfather isn’t wrong in what he’s saying: Today’s workforce is quick to jump ship.

NPS 140

NPS Loyalty Company How To 140

InMoment XI

MAY 15, 2018

We’ve seen it many times. You understand the need to listen to customers. You want to apply their feedback to your organization. You launch your CX programme. Results start coming in. But then it happens. Your channel partners dispute some of the results. ‘That customer didn’t really mean to say that’ or ‘You’re asking the. View Article.

Feedback 200

Feedback Automotive Customers 200

Experience Matters

MAY 15, 2018

Temkin Group announces the release of the 2018 Temkin Trust Ratings (TTR). Based on a study of 10,000 U.S consumers, the ratings benchmarks the level of trust that consumers have with 318 companies across 20 industries. USAA’s (TTR of 81%) banking business earned the top spot, followed by Wegmans (79%), credit unions (77%), H-E-B (77%), and USAA’s credit card and insurance businesses (75%).

Insurance 149

Insurance Banking Study Consumers 149

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Kayako

MAY 16, 2018

My good friend runs a content marketing company. When she got started, most of her clients were on a monthly retainer and paying for blog content and social media management. She decided that she also wanted to offer email marketing services, and so she built a landing page and set up LinkedIn Ad, hoping to gain some inbound leads. After a couple of months with no success, she decided to get on the phone with her current clients and offer the same services.

Customer Retention 148

Customer Retention Sales Customers Social Media 148

Omnicus

MAY 15, 2018

Not sure how to increase your NPS? Check out your employee morale rate for a hint! “Kids these days don’t understand the meaning of the word loyalty,” my grandfather would say as he boasted about how he worked for the same company doing the same job for over 30 years. Now, I’m not saying that working for the same company as a gardener for 30 years is a dream, but my grandfather isn’t wrong in what he’s saying: Today’s workforce is quick to jump ship.

NPS 140

NPS Loyalty Company How To 140

CX Journey

MAY 16, 2018

Image courtesy of Pixabay Today I'm pleased to present a guest post by Jason Grills with ProProfs. Ever since 1994, Amazon has been spreading its impact and dictating trends in the e-commerce industry. If you’ve ever used its services, you’ve probably had the chance to directly witness one of the crucial reasons for its success. What makes Amazon a market leader with constantly-increasing revenue is the relationship that this company builds with every single customer.

Customer Experience 167

Customer Experience Strategy e-support Knowledge Base 167