InMoment XI
JUNE 26, 2017
From time to time customer experience managers will hear the following questions from their internal clients: “Is our response rate too low?”; “What can we do to increase our response rate?” or; “Should we provide an incentive for people to respond?” Like many things in research, these relatively simple questions have somewhat complex answers. When.
Michelli Experience
JUNE 28, 2017
Being raised in an emotionally expressive Italian family, it’s no wonder that I’ve been attracted to the emotional side of business and the importance of “emotional value” in customer experience creation. Over the years, I’ve gravitated toward thought leaders who’ve echo my belief that “all business is personal” and to my view that “behind every purported rational decision lurks a powerful emotional driver.”.
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Kayako
JUNE 29, 2017
System downtime can hit any online business at any time. And the way you find out about disruptions – a barrage of tweets, emails or chats – isn’t a nice experience. You’re never ready and there’s never an ideal moment to handle system downtime apart from ASAP. It’s Murphy’s Law of ‘ whatever can go wrong, will go wrong’. For many businesses that happened on the 28th February 2017 when AWS had a system outage.
Experience Matters
JUNE 28, 2017
As you probably know, Temkin Group spends a lot of time researching and writing about employee engagement. It’s one of our Four CX Core Competencies and a critical component of a customer-centric culture. While our research typically focuses on the work environment that drives employee engagement, that’s only one part of the picture. To fully understand employee engagement, […].
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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.
InMoment XI
JUNE 28, 2017
1:11 AM, May 26, 2017, the Friday before Memorial Day Weekend onboard American Airlines Flight 1876 from Philadelphia to Boston waiting to leave the gate, about 5 hours past the scheduled departure time. “Ladies and gentleman, this is the captain. I am sorry to report that this flight has been canceled.” You are probably thinking. View Article.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ijgolding
JUNE 27, 2017
Picture a room full of strangers at a party you’ve just arrived at, as you walk in there’s one voice you can hear above the rest, bragging about how they have the biggest house, the fastest car, the best job. Are you going to want to talk to that person? No – who wants to listen to somebody talk incessantly about themselves? Unfortunately this is how a lot of businesses talk to the outside world and end up being ignored.
Experience Matters
JUNE 26, 2017
We just published a Temkin Group report, Activating Executive Commitment to CX. Here’s the executive summary: Organizations that want to drive sustainable customer experience (CX) improvements need to have senior executives who are committed to propel change throughout the entire journey. Successful transformation efforts require senior executives to set the direction, lead communication efforts, model desired […].
InMoment XI
JUNE 26, 2017
From time to time customer experience managers will hear the following questions from their internal clients: “Is our response rate too low?”; “What can we do to increase our response rate?” or; “Should we provide an incentive for people to respond?” Like many things in research, these relatively simple questions have somewhat complex answers. When.
GetFeedback
JUNE 26, 2017
With the Image Upload question type, you can capture visual feedback from customers in any GetFeedback survey. Here are some ideas for putting it to use!
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Beyond Philosophy
JUNE 28, 2017
Back in April 1985, the Coca-Cola Company introduced a product that became one of the biggest flops in modern history. “New Coke” had a sweeter taste that was so widely reviled that Coke brought back its old formula less than three months later. Coke says now that it learned a valuable lesson –their research and development didn’t anticipate their customer’s deep emotional attachment to the brand and the taste of the original.
Alida
JUNE 30, 2017
The auto industry is at a crossroads. Vehicle sales are softening, and car ownership is down, especially among younger consumers. Mobility platforms and car sharing apps are giving consumers more reasons to forego owning a car, especially in urban areas. While the market for on-demand mobility is expected to grow, the market for privately owned cars is predicted to shrink dramatically over the next five to 10 years.
ijgolding
JUNE 25, 2017
When I first conceived the idea for the article I wrote in my exclusive CustomerThink column in October 2016, I did not think I would be able to continue writing about the subject matter, seven months later! My seven ‘tips’ that will enable any organisation to become genuinely customer centric, have allowed me to share my experiences, thoughts, case studies, successes and failures observed over the last twenty three years, helping organisations and practitioners to put the customer (and employee
GetFeedback
JUNE 27, 2017
With dashboard filtering and sharing, you can give everyone on your team a personalized view of the customer feedback that matters most to them.
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.
CX Journey
JUNE 27, 2017
Image courtesy of Pixabay Do you have a customer experience vision? One of the 7 Deadly Sins of Customer Experience is "lack of CX vision and strategy." Have you created a customer experience vision for your organization? How will you know where you're going if you haven't? A well-defined and clearly-communicated vision becomes the organization's north star and helps employees understand how they are consistently expected to deliver the experience for your customers.
NICE inContact
JUNE 27, 2017
When it comes to competitive industries, few rank higher than hospitality. With so many high-end hotel and accommodation options vying for customers these days, the guest experience has never been more critical. Great communication and attention to customer journey goes much farther in garnering return guests and brand loyalty. For Carlson Rezidor , one of the globe’s largest hotel groups with 1,400 properties, including the widely known Radisson brand, creating consistency across all guest rese
Kerry Bodine
JUNE 30, 2017
If you want to truly understand your customers’ needs, expectations, and ideas for improving their experiences, you’ll need to actually talk to them. A great tool for uncovering rich customer insights is a workshop where you can bring real customers into the room and watch them open up about their current journey or their ideal experience. We frequently host customer workshops designed to answer our clients’ burning questions about their organization’s customer experience, but we don’t do it alo
Experience Matters
JUNE 28, 2017
Attend intensive hands-on workshop “Driving Customer Experience Transformation” to gain leading-edge skills and tools.
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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.
CX Journey
JUNE 29, 2017
Image courtesy of Pixabay We have all the customers we could ever want. said no business ever! Oh wait. Except for Sears. Wow! What would ever possess a CEO to say that? It's what Ed Lampert, CEO of Sears Holdings, told investors as he was trying to reassure them that he could turn the retailer around. More specifically, he said: “We don’t need more customers.
NICE inContact
JUNE 28, 2017
Technology has dramatically changed consumer expectations over the last 10 years with companies who want to lead in the digital customer experience finding ways to utilize technology in smarter ways. While continuing to innovate with new technology, companies still need to remain focused on the human factor–customer needs for convenience as well as access to customer service agents when needed.
Customer Bliss
JUNE 27, 2017
Episode Overview. Alice is relatively new to her role at Marks & Spencer, where she is head of customer experience. She’d only been in that about four months (she’s been at the company five years) when we taped this episode, but within the first four months, her action plan is already humming. A lot of my episodes are about the first 90 days or making sure you prove action/get quick wins, and this particular episode is a great example of how exactly to do that.
Uniphore
JUNE 27, 2017
Today, as more and more brands are chosen based on whether the overall customer experience matches their expectations, metrics are essential to help make sure call center protocol is in line with these expectations. However, at the same time, not every metric can be solely customer-centric as there are operational costs and other business needs that must be factored in.
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
Calabrio
JUNE 27, 2017
Providing the best customer experience possible is at the top of every company’s priority list. Brands know that customers want personalized, proactive service that validates their purchase decision. Customers want brand interaction to be seamless and easy, and brands know that they risk losing their competitive advantage if they fail to deliver. With this pressure mounting, it is important to realize that you can – and should – lean on your vendors to provide you with the tools and services you
Beyond Philosophy
JUNE 26, 2017
The past week has been headline after headline of the changes in the retail landscape. As usual, Amazon is causing a lot of the fuss or fanfare, depending on where you sit. Retail shopping must rally itself or retail shopping as we know it could be gone forever. In case you missed it, here’s what happened: Amazon Makes Whole Foods Whole Again. Amazon purchased Whole Foods for nearly $14 billion (with a b) this past week.
InMoment XI
JUNE 28, 2017
1:11 AM, May 26, 2017, the Friday before Memorial Day Weekend onboard American Airlines Flight 1876 from Philadelphia to Boston waiting to leave the gate, about 5 hours past the scheduled departure time. “Ladies and gentleman, this is the captain. I am sorry to report that this flight has been canceled.” You are probably thinking.
Wired and Dangerous
JUNE 26, 2017
“Thank you” are the two most important words in the English language. Yet, how often are you served and end up the only one in the equation doing the thanking? As we approach the celebration of Independence Day we are reminded to take a moment and thank the brave founders of our great country. These folks were brave enough to sign and adopt the Declaration of Independence on July 4 th , 1776.
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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?
Calabrio
JUNE 27, 2017
Providing the best customer experience possible is at the top of every company’s priority list. Brands know that customers want personalized, proactive service that validates their purchase decision. Customers want brand interaction to be seamless and easy, and brands know that they risk losing their competitive advantage if they fail to deliver. With this pressure mounting, it is important to realize that you can – and should – lean on your vendors to provide you with the tools and services you
Vonage
JUNE 28, 2017
Shep Hyken. Shep Hyken is without doubt one of the most influential customer service experts in the world. His high-energy presentations are famous for their clever blend of customer service advice, humour and even magic. You’ve only got to see him live to realise the enthusiasm he puts into his presentations and the passion he has for outstanding customer service.
Peter Lavers
JUNE 26, 2017
When you think of your ideal customer experience, does it include someone telling you, “no,” or “I can’t”? Companies need to train their staff to provide alternative solutions and avoid the easy “no” response in order to create a better customer experience. It can take some effort and imagination, but it is worth it. Problem Solve for a Better Customer Experience.
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