ijgolding
SEPTEMBER 12, 2017
As we head into the middle of September, as many people are reaching towards the back of their wardrobes to find their winter jumpers as are looking for their shorts and t-shirts. Whether you are revelling in the thought that summer is coming, or despairing at the reality of short days and long nights, the month of September is an annual signal of impending change.
Vonage
SEPTEMBER 15, 2017
Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes. Here are the top CX tips we have learned along the way: 1. Engage the senior leadership early: Top down leadership is important in articulating a clear customer vision and aligning the whole organisation around it
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Experience Matters
SEPTEMBER 11, 2017
We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous five years. Here’s the executive summary: For the sixth year in a row, we looked at the correlation between NPS and loyalty for technology vendors.
InMoment XI
SEPTEMBER 14, 2017
Digitalization is transforming businesses throughout the world and customer experience is a key component. According to SAP’s recent Digital Transformation Executive Survey, 84 percent of companies globally believe digital transformation is important or critically important to their survival in the next five years. The top 100 are 58 percent more likely to cite customer empowerment.
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
GetFeedback
SEPTEMBER 15, 2017
Customers want consistent, positive experiences from brands, no matter the time or place. Here are 4 ways to keep up with rising customer expectations.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
SEPTEMBER 15, 2017
This week we feature an article by Lindsay Tjepkema who writes about how artificial intelligence marketing (AIM) is becoming more important to our success in engaging with customers. Recently I have read and written a lot about AI and as technology improves and acceptance grows AI will have a strong role in customer service. – Shep Hyken. Artificial intelligence (AI) and all of its many uses have seen massive amounts of growth throughout the last year.
InMoment XI
SEPTEMBER 14, 2017
Digitalization is transforming businesses throughout the world and customer experience is a key component. According to SAP’s recent Digital Transformation Executive Survey, 84 percent of companies globally believe digital transformation is important or critically important to their survival in the next five years. The top 100 are 58 percent more likely to cite customer empowerment.
ReviewTrackers
SEPTEMBER 15, 2017
Fans expect more than a win when they go to a baseball game, and that is evident when it comes to the New York Yankees. While the Yankees are one of the most successful sports franchises in history, Yankee stadium is rated No. 26 out of the 30 baseball stadiums in Major League Baseball. That’s according to the new 2017 Voice of the Fan Report by ReviewTrackers, which shows that the stadium of the Yankees, an iconic baseball team, doesn’t deliver an experience that meets fan expectations, even fo
AskNicely
SEPTEMBER 12, 2017
Today, we’re excited to announce a $6.7 million strategic capital raise with the fine folks at Blackbird Ventures. We’ve also launched AskNicely for iPhone – the first mobile app to allow staff to monitor and act on NPS in real-time, from anywhere. So yeah, we’ve been quite busy. Over the past year, we’ve increased revenue by almost 4X, opened offices in Portland, Oregon and Auckland, New Zealand, and grown to a team of 22 very nice people all laser focused on the pursuit of repeat,
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.
Steve DiGioia
SEPTEMBER 11, 2017
…if so, here’s 5 simple ways to fix it This original article was written by Steve DiGioia. I watched the customer’s eyes scan the area, first to the left then to the right side of the store. He hoped to make eye contact with the sales woman but alas, no luck. Apparently she had more important tasks to do than tending to the customer. What was so important that she had to give statue service ?
InMoment XI
SEPTEMBER 12, 2017
Between work, family, and other commitments such as school or sports, there usually isn’t enough time to keep up with the nuances of our industry. However, with the nearly instantaneous changes that occur within industries, now more ever it’s extremely important to keep up to date with your subject matter. Industry events are a great. View Article.
GetFeedback
SEPTEMBER 11, 2017
Customer support needs support too. Here are a few of the challenges modern support teams face internally, and a few ways you can empower them to succeed.
AskNicely
SEPTEMBER 12, 2017
Today, we’re launching our brand new mobile app, AskNicely for iPhone. We think you’re going to love it – it’s a big deal for the small screen! We’re (finally) making NPS mobile. Over the past three years, we’ve worked tirelessly to make it super easy to collect, analyze and action customer feedback using our browser based-app. To take NPS to the next level, you need a simple way to get a given customer’s feedback into the hands of the right person, immediately.
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Kayako
SEPTEMBER 13, 2017
You’ve been here. We all have. You’re browsing online searching for the perfect item at the perfect price. And you find it quicker than you thought! But there’s an item that seems exactly the same, only $15 cheaper. You scan through the item descriptions, comparing, contrasting, but you can’t see the difference. Is this a repeat listing? Is it a mistake?
NICE inContact
SEPTEMBER 13, 2017
For most of us, Labor Day signals the end of the summer season. Families squeeze the last drops of vacation before school restarts and life resettles into ordinary time. For hospitality leaders like Carlson Rezidor, this last push of the season brings high volumes of reservations across its properties along with high expectations for exceptional customer experiences.
GetFeedback
SEPTEMBER 15, 2017
Customers want consistent, positive experiences from brands, no matter the time or place. Here are 4 ways to keep up with rising customer expectations.
Beyond Philosophy
SEPTEMBER 13, 2017
When you are making decisions, you carefully consider all the facts and factors that present in a logical and orderly process, right? Not so fast. You rarely make decisions this way—and neither do your customers. The truth is that psychological principles often influence the decision-making process; you might even say take over. But don’t feel bad that you didn’t know.
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CX Journey
SEPTEMBER 14, 2017
Journey maps are a catalyst for change. But only when done right! You've heard me say that before, and it's the truth. But the problem is that so many people don't map correctly, and they end up with useless "documents" that aren't actionable. What are they doing wrong? I address this question - and many more - in my session for GMC Software's (now Quadient's) second CX Transformation Day.
NICE inContact
SEPTEMBER 13, 2017
For most of us, Labor Day signals the end of the summer season. Families squeeze the last drops of vacation before school restarts and life resettles into ordinary time. For hospitality leaders like Carlson Rezidor, this last push of the season brings high volumes of reservations across its properties along with high expectations for exceptional customer experiences.
Michelli Experience
SEPTEMBER 14, 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. Save Save. The post {Infographic} When It Matters Most appeared first on Joseph Michelli.
Experience Matters
SEPTEMBER 11, 2017
Last year, Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 3rd and we’re planning another exciting celebration. Temkin Group has labelled 2017 The Year of Purpose for customer experience. As you’ll see below, we’re continuing that theme in our CX Day plans: Free Webinar. At noon ET, Temkin Group will host a free webinar, Everything You Need to Know About CX, But Were Afraid to Ask, that will provide a strong foundation on customer exp
Speaker: Lauren Barash, Vice President, Brand Marketing
In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program
Martin Hill-Wilson
SEPTEMBER 12, 2017
I’m half way through facilitating the redesign of key customer journeys across a particular b2b lifecycle. As you might imagine new purchasing behaviours and online competitors have made the search for a viable business model something of an urgency. One that these days is most often summarised as needing to become a ‘digital first’ business.
SuiteCX
SEPTEMBER 11, 2017
In my last post I reviewed several factors that all contribute to the difficulty of pursuing a long-term customer experience improvement initiative, even though improving CX seems to be on every company’s wish list. But in addition to inattention, drifting priorities, overloaded managers, inadequate data and lack of tools, there is one additional, quite significant factor I didn’t mention, and this factor explains a great deal about why most companies’ efforts to improve their customer experie
Michelli Experience
SEPTEMBER 13, 2017
Despite all of the great accomplishments achieved by women and men, we have yet to match the raw force of nature fully. I was reminded of this when I met Hurricane Irma this week shielded from her wrath only by stone, glass, and metal. Blessed in a Storm. On balance I was lucky (as were the members of my team that are based in Florida), collectively we’ve encountered only repairable annoyances like water damage, power outages, and landscape/tree destruction.
CX Journey
SEPTEMBER 12, 2017
Image courtesy of Pixabay Are you acting on what your customers are telling you? Companies listen to customers but fail to make improvements to the customer experience as a result of what they hear. There are a few reasons behind that, including but not limited to: a lack of actionable data, analysis paralysis, and not knowing what to do next or how to execute.
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
Uniphore
SEPTEMBER 11, 2017
The theory behind mobile customer service apps may be sound, but in practice, the challenges to adoption are significant. Read More.
SuiteCX
SEPTEMBER 11, 2017
In my last post I reviewed several factors that all contribute to the difficulty of pursuing a long-term customer experience improvement initiative, even though improving CX seems to be on every company’s wish list. But in addition to inattention, drifting priorities, overloaded managers, inadequate data and lack of tools, there is one additional, quite significant factor I didn’t mention, and this factor explains a great deal about why most companies’ efforts to improve their customer experie
Bob Hayes
SEPTEMBER 11, 2017
Customer surveys are the foundation of many CX programs. Improvements in the content of these surveys, however, have not changed for decades. Businesses now have a plethora of data sources to help them understand their customers. The use of these Big Data sources will necessarily impact the type of questions you need to ask in your customer survey. Figure 1.
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