Customer Bliss
APRIL 18, 2018
In light of the recent Starbucks incident that occurred in Philadelphia, when a store manager called the police on two black men for trespassing , I thought it relevant and important to talk about unconscious bias, and its impact on customer and employee experiences. Listen to how I discussed this situation with Marketplace Morning Report, the morning after the incident.
Kerry Bodine
APRIL 17, 2018
A face-to-face workshop with your employees and your customers can be an organization-changing experience. But getting in a room with customers isn’t all roses. Leaders who are new to the customer workshop approach are usually apprehensive about three things: “No one will want to come!” This is by far the most common—but unfounded—fear. Customer recruiting always presents logistical challenges, but we’ve never failed to find customers who are enthusiastic about attending.
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C3Centricity
APRIL 17, 2018
Everyone is talking about customer first strategies and why they are important. However walking the talk is a different matter! An interesting article on NewMR by Ray Poynter prompted this post. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.
Lumoa
APRIL 17, 2018
We have been talking a lot about how important it is to take actions on customer feedback. Customer feedback is the essential unlimited source for development and inspiration for the whole company. As mentioned by Lincoln Murphy, " You can focus on adoption, retention, expansion, or advocacy; or you can focus on the customers' desired outcome and get all of those things.
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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.
Experience Matters
APRIL 19, 2018
You’ve likely heard the news about a Starbucks in Philadelphia where two African-American men were arrested for not leaving the store. They were denied access to the bathroom and asked to leave because they had not purchased anything. I’ve been guilty of doing that same thing, but luckily no one has called the police to have me removed. I applaud Starbucks’ swift and robust response to the situation.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Comm100
APRIL 17, 2018
One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so! Many companies do not take advantage of this and end up missing out on a chance to understand what their customers really want.
GetFeedback
APRIL 19, 2018
We talk about great survey design a lot, but besides being modern and mobile-friendly, what else can you do to keep respondents tuned in? Here are 5 survey tips that help improve response rates. Survey Tip #1: Embed questions into emails. Distributing surveys via email is a highly effective way to collect feedback. Companies usually just include a link to their survey in the body of an email, but there’s a better way to grab people’s attention.
InMoment XI
APRIL 20, 2018
Focus Your CX Dollars on the Right Drivers and Experience Optimal CX Return on Investment The CX market is experiencing an over-saturation of maturity models that assess how well your company is performing in terms of CX. These maturity models do provide value, but too often they are based on a CX firm’s experience, rather. View Article.
QuestionPro Audience
APRIL 16, 2018
Proper market research is the stable launching pad to rocket any successful product, service, or campaign. That’s not rocket science. Having said that, market research tends to get overlooked in the event space. All too often, brands get lulled into the “we’ve always done it this way” mentality when it comes to the annual exhibition. It’s time to dust off the usual signage, call an event provider for a booth, and send out the team with product samples.
Speaker: Amanda Adams, Fractional CFO, CPA
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, 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.
Experience Matters
APRIL 16, 2018
Executive Summary: The Temkin Well-Being Index dropped from 65.9% in 2017 to 63.4% in 2018, the largest drop we’ve seen. It was caused by declines across all three areas, happiness, healthiness, and financial security. Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, we track many consumer attitudes.
Customer Bliss
APRIL 20, 2018
In Uganda, women entrepreneurs often experience a vicious no-win cycle. They take out loans with such high rates, short cycles for repayment, and late fee penalties that no matter how hard they work, they really never get ahead. Now, that’s beginning to change: The Uganda Women Entrepreneurship Programme decided to give women entrepreneurs a chance by giving qualifying women an extended grace period for repayment, and improved loan terms based on how long the business has generated an income.
InMoment XI
APRIL 19, 2018
Combine CX Technology and Services that Invest in Four Key Areas Organizations that run enterprise CX programs have a critical need to drive high value and high return, meaning your CX team must translate every response, dashboard, and case into lifetime value and customer loyalty. Creating CX programs that drive results is accomplished by finding. View Article.
GetFeedback
APRIL 19, 2018
Collecting feedback doesn't have to be impersonal and boring. Here are 5 survey tips you can use to start getting the data you need to succeed.
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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.
Experience Matters
APRIL 18, 2018
We just published a Temkin Group report, Propelling Experience Design Across An Organization. Although customer experience (CX) management has become a relatively common activity within large organizations, companies still struggle to deliver consistently positive experiences to their customers. One major issue impeding companies’ current CX efforts is that few organizations design customer interactions in a purposeful and deliberate manner.
NICE inContact
APRIL 19, 2018
Contact centers should be comprised of new agents as well as agents with experience in the role. Embracing tenure diversity in the contact center provides new opportunities on all fronts, for new agents as well as those hitting anniversary milestones. Benefits of long-tenured employees. From the outside, we often have the inclination to make false assumptions about agents who have been in the same role for many years, as many view agent positions as a career stepping stone or launching pad.
InMoment XI
APRIL 19, 2018
Combine CX Technology and Services that Invest in Four Key Areas Organizations that run enterprise CX programs have a critical need to drive high value and high return, meaning your CX team must translate every response, dashboard, and case into lifetime value and customer loyalty. Creating CX programs that drive results is accomplished by finding. View Article.
Vonage
APRIL 17, 2018
Today’s consumer has become more demanding. They not only want high-quality products, but they also expect high-quality customer service. However, new research has revealed that under-investment in contact centre infastructure is harming customer service. NewVoiceMedia recently partnered with the market research firm Opinion Matters to analyse survey responses from 1,000 contact centre professionals who use customer relationship management (CRM) systems.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
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 Guru
APRIL 17, 2018
With the competition in the markets intensifying, it has become increasingly tough for a brand to differentiate itself from its competitors. However, there is a solution to this conundrum too. According to a study by Walker, customer experience will overtake price and product as the key brand differentiator by 2020. Further, a research conducted by Forrester demonstrates that 72% of the businesses considered improving customer experience as their priority.
Michelli Experience
APRIL 17, 2018
As you might expect from someone who has worked with and written a couple of books about Starbucks ( The Starbucks Experience and Leading the Starbucks Way) , I have had my share of media asking me to opine on what happened in that Philadelphia Starbucks when 911 was called and the police placed two black men in handcuffs and led them out? My short answer is that any response at this time will be too simplistic and likely will fail to address a myriad of social/customer experience factors at pl
Comm100
APRIL 16, 2018
A long-held belief is that exceptional customer service will bring with it extraordinary loyalty. This is something we’ve always believed to be true and accurate. After all, the customer is always right, right? This idea is so ingrained in us that 89 of 100 leaders surveyed flat out stated that their primary goal was to exceed customer expectations.
CX Journey
APRIL 18, 2018
Image courtesy of Pixabay Are you challenged in your efforts to implement organization-wide changes to improve your culture, the employee experience, and the customer experience. Have you considered how a Trojan Mouse might help you gain traction in these efforts? Trojan Mouse. What is it? And how does it differ from a Trojan Horse? Well, right off the top of my head it seems like "Trojan Mouse" elicits an image of smallness, speed, and agility, while "Trojan Horse" makes me think of a larger un
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
TechSee
APRIL 17, 2018
With all the AI hype in 2017, the customer service industry expected smart machines to truly transform the customer experience. However, while AI has not yet become the answer to all our customer service challenges, the technology is moving forward at a rapid pace, and is en route to achieving the level of impact previously predicted. AI and its enabling methodologies — Machine Learning, Deep Learning and its applications, NLP, computer vision and speech recognition — are the focus o
Michelli Experience
APRIL 18, 2018
__. 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. Save Save. The post The Starbucks Experience Infographic | Challenges and Opportunities in Philadelphia appeared first on Joseph Michelli.
UJET
APRIL 19, 2018
Until recently, it was assumed that technology would replace people in customer support. Now it's clear that technology alone isn't enough. Modern customers want the organizations they work with to be their advocates, to be accountable and proactive when it comes to their needs and goals. Customers want their experience with a brand to be personalized and intimate.
Oracle
APRIL 18, 2018
At Modern Customer Experience , we held a live Twitter tweetchat to ask top customer experience (CX) influencers and thought leaders: How can companies successfully win customers and increase brand loyalty in today’s disruptive world? In the tweetchat, CX experts shared valuable insights and tips—and now we’re going to share them with you.
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
Wired and Dangerous
APRIL 16, 2018
Connect with or walk into one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. What is the difference? There is no doubt that the product or outcome they deliver is one you value and trust but most likely they make a strong emotional connection with you that you find meaningful.
Amity
APRIL 19, 2018
I’ve been thinking a lot lately about Customer Support and its place within an organization, and have come to a conclusion, Customer Support, as it is traditionally seen, is obsolete. I am sure many of you immediately push back at this thought and will tell me that there is always going to be a need for such a reactive group, a group of individuals who wait for the customer to reach out to answer their questions, but I disagree with this thought process.
ShepHyken
APRIL 18, 2018
Lately, I’ve been asked about loyalty programs. Any company can create a loyalty program. But, there is some confusion around what exactly a loyalty program is. A Wikipedia definition of a loyalty program summed it up well: Loyalty programs are structured marketing strategies designed by merchants to encourage customers to continue to shop at or use the services of businesses associated with each program.
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