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We all have a Status Quo Bias when it comes to decision making. Also called Status Quo Inertia, the Status Quo Bias is our preference to keep things the same or maintaining a previous decision. Your customers have one, too, and you can use it to get them to do what you want in your Customer Experience. In the 80s, two professors, William Samuelson and Richard Zeckhauser wrote an article for the Journal of Risk and Uncertainty called, “ Status Quo Bias in Decision Making.
Customer Journey Mapping. Map the Experience Your Customers Have. This concept is nothing new… yet so many company leaders have not done it… or – at least- have not done it effectively. Leaders tend to get overwhelmed with the process, and no wonder. Many folks, myself included, used to map out every single touchpoint the customer encounters and then map out all of the operational logistics necessary behind the scenes and while these looked impressive, they would impress you st
The following article is a guest post by Larry Reed of DesignRush obtained through Tenfold – www.tenfold.com. . Tenfold powers better customer conversations. In the last several years, the rise of customer experience as the main focus of most digital marketing campaigns has resulted in the proliferation of various CX myths. Many inexperienced marketers who are just starting out can easily fall prey to some of these myths that reference half-researched articles and make potentially harmfu
The Customer Has Their Own Perspective Of Your Company. Customer Perspective is really the only thing that matters in Customer Experience (CX) work. I know this seems a bit extreme… please bear with me. I know that you are doing what you think is best for your business and your customer. I know that most of you are looking to create solid experiences for your customers that will bring them back to you time and time again.
In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
Digital business transformation is a must if financial institutions want to keep pace with customer experience expectations. According to Peter Wannemacher, Principal Analyst at Forrester, many financial institutions are moving towards an omni-channel, digital experience but, unfortunately, they are not keeping pace with shifting customer behaviours and expectations.
Last week, 16 C-level leaders in CX, digital transformation and marketing came together for the CMO Lunch Series : Driving CX Transformation , an executive lunch series for CMOs and CCOs to share peer-to-peer insights while networking over lunch. Special guest speaker Christine Corbett, Group Chief Customer Officer at Australia Post shared the story of the creation of the Chief Customer Office at Australia Post and its role to ensure the customer is the centre of everything they do.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Last week, 16 C-level leaders in CX, digital transformation and marketing came together for the CMO Lunch Series : Driving CX Transformation , an executive lunch series for CMOs and CCOs to share peer-to-peer insights while networking over lunch. Special guest speaker Christine Corbett, Group Chief Customer Officer at Australia Post shared the story of the creation of the Chief Customer Office at Australia Post and its role to ensure the customer is the centre of everything they do.
Customer feedback makes Salesforce even more powerful. When survey results live on the customer record, you not only gain visibility into your customer experience, but you can use those insights to drive action across your business. Today, we’ll share a few simple tips on improving visibility and driving action with Salesforce survey data. 1. Create a Salesforce survey dashboard.
Be a true leader; share this post with the members of your team who need the inspiration and support. Your boss expects you to be able to answer all his questions and especially to know your customers. Here are the 13 things your boss is likely to ask you and a handy Checklist to prove to him that you know your customers better than he realises. Everyone speaks about customer centricity and the importance of the customer, but just how well do you know yours – really?
Customer experience is becoming an increasingly popular topic, with many forward-thinking businesses thinking it can set them apart in today’s highly competitive landscape. And they’re right — a recent study by Forrester showed that organizations with a cross-team CX approach were nearly twice as likely to have exceeded their top 2017 business goals.
One of the most frequently asked questions that we get is “What is a good Net Promoter Score®?” And even though we repeatedly tell our clients that the score itself is irrelevant , we do understand the idea that comparing performance to other companies can help them show a more accurate picture of where they are standing at in a competitive landscape.
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.
Want to learn more about your customers’ needs and preferences? A customer survey can reveal countless ways to improve your business. But too often, businesses miss out on insights because they’re sending so-so surveys. Here are 4 foolproof ways to unlock powerful customer feedback through smarter surveys. 1. Pick the right customer survey metric.
This is an article written by MaritzCX in which the nature of survey questions are examined and connections to business results are illustrated. The placement of certain key survey questions – particularly the overall satisfaction question in a customer satisfaction questionnaire – has been extensively debated among academics, suppliers, and clients.
As a product team, you require a deep understanding of your customers’ complex problems. Without it, how do you know if you’re innovating in the right direction? Are you fixing real pain points, or are you spending time and money on features that might not actually matter to your customers? Collecting real-time feedback not only enables you to get a quick temperature-read on your customers, but it gives your team authentic, actionable insights that you can apply to your roadmap for quicker innov
Emotion is one of the three components of a customer’s experience (along with success and effort), so it’s a fundamental element for companies to track. In this post, I examine the eight annual Temkin Emotion Ratings for U.S. companies. It’s one of the components of the overall Temkin Experience Ratings, the open standard CX metric.
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.
A blog survey is simple but powerful way to learn more about your audience. With just a few questions, you can measure reader satisfaction, promote new content, and convert more blog traffic. Here are step-by-step instructions on launching an awesome blog survey in under 30 minutes. Building a Blog Survey. Step 1: Create a new survey. In the GetFeedback builder, select “Create from Scratch.”.
A few days ago, I found out that I need to get surgery on my right elbow. It’s been hurting a long time now, during the course of which I’ve seen various medical experts in hopes they would have a solution. The healthcare industry is something that everyone utilizes even though it has a bad. View Article.
“You can’t change Rome in a day. You need a plan and you need to take baby steps,” said Sue Martin Homes , Global VP of Customer Service at Newegg , the leading tech-focused e-retailer in North America. In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception.
During the last ten years, I have attended many Customer Experience (CX) events around the globe. In the early part of that decade, I would always leave conferences with at least one ‘nugget’ of inspiration. As the decade moved on, the search for ‘gold’ has become tougher and tougher. I am therefore very excited to be able to share the news that Incite Group’s Customer Service & Experience Summit Europe (18-19 Sept) comes to London for the first time.
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.
Customer feedback makes your CRM even more powerful. Here are a few simple tips on improving visibility and driving action with Salesforce survey data.
Efficiency. It’s a buzzword that has been around a long time in the business world. We are constantly asked to do more and increase efficiency. There is no department where this is more true than in the contact center, and one way to increase efficiency is with integrations. The customer experience can be improved upon by making a multitude of information available to contact center agents, while also increasing efficiency.
At Kayako, we want to help you create effortless customer support experiences. Before we launched, it was obvious that traditional help desk solutions weren’t doing enough to help businesses improve their customer support. The world was changing. Markets got more crowded, consumers got more discerning, and seamless customer experience became a competitive advantage.
Episode 008 – Creating an Effective Customer Journey Map Shownotes. What Journey Mapping ISN’T. Not a process map. Not or training manual. Not what you hope customers experience. Not the time to map out every single touchpoint and the stuff behind the scenes to make the magic happen for the customer. Not silo driven. Not company focused on driving profits or sales.
With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
If your customer survey is just so-so, you might be missing out on meaningful insights. Here are 4 foolproof ways to harness the power of smarter surveys.
75 million to 375 million people globally may need to switch occupations by 2030 due to automation, according to a McKinsey report. Is it time to ask ourselves, “Will robots take my job?” The answer may lie in rephrasing the question. What’s to gain by losing jobs to automation? “It’s inevitable that AI will and probably does replace some jobs,” says Nate Masterson, CXO of beauty product company Maple Holistics in an interview for this article. “But the
Image courtesy of Pixabay Is there a linkage between corporate culture and the bottom line? In a nutshell. yes. Corporate culture is linked to so many business decisions and business outcomes. You might be surprised! Today's post is a follow-on to last week's post, A Fish Rots from the Head Down , in which I wrote about the need for company leadership to model the behaviors they want to see from their employees in order to transform, inspire, and drive the company's intended culture.
Shownotes … Customer Perspective is really the only thing that matters in any Customer Experience work. I know that you are doing what you think is best for your business and your customer. I know that most of you, simply because you are listening to this podcast, are looking to create solid experiences for your customers that will bring them back to you time and time again.
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Tough global competition has forced companies to rethink their business strategies and come up with innovative and different ways to manage their customer portfolios, along with looking to improve service interaction. To survive in this fiercely competitive world, organizations are prioritizing customer experience, which is the only differentiator between brands today.
+ 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. ++ Want to receive exclusive content on how you can deliver extraordinary, memorable, and profitable experiences?
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