InMoment XI
MAY 25, 2017
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Using analysis techniques for CX programs allows data to be transformed into information and knowledge. Although there are many broad areas for analysis, this chapter will touch on five instrumental techniques. Data Mining Data.
Kayako
MAY 25, 2017
When you’ve worked in support for a while, especially for the same company, it can feel like Groundhog Day. You feel like you answer the same questions day in and day out. That’s because you probably are! But that doesn’t mean it has to be boring. Practice makes perfect and setting yourself the challenge to improve keeps you interested. There are always things you could be doing better in your conversations.
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BlueOcean
MAY 23, 2017
Ever have one of those days when you simply don’t want to talk to anyone? That day inevitably coincides with the renewed urgency of the task you’ve been procrastinating over: calling customer service to fix your computer/check your warranty/renew your membership/reset your password. We know you hate calling tech support. We know you’d rather not “ press one for yes.
ijgolding
MAY 23, 2017
For much of my career, I, like many of my peers, have had to suffer what I like to call the ‘rolling eyes phenomenon’ on numerous occasions. Usually (although not exclusively) the domain of men and women working for organisations in senior roles, the ‘rolling eye phenomenon’ often occurs when someone like me, a Customer Experience Professional, starts to talk about anything related to the Customer Experience.
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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
MAY 25, 2017
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Using analysis techniques for CX programs allows data to be transformed into information and knowledge. Although there are many broad areas for analysis, this chapter will touch on five instrumental techniques. Data Mining Data. 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.
GetFeedback
MAY 24, 2017
Maintaining a knowledge base gets exponentially more complicated as a business grows. That's where knowledge base surveys can help.
Steve DiGioia
MAY 22, 2017
This original article was written by Steve DiGioia. How can “kids” brought up with immediate access to information and short attention spans provide the service experience our “older” generation expects? Good question…. I remember watching old black and white movies where the “old guys”, sitting in front of the barber shop, would complain about the kids of today not having the same respect for others or the work ethic as they did.
InMoment XI
MAY 23, 2017
I’ve been in the automotive industry for some time and concerns about dealership attempts to interfere with the customer satisfaction measurement process have been around for a long time as well, but lately they seem to be intensifying. Do you know how to guard against survey manipulation? My hope is this blog will give you. View Article.
Experience Matters
MAY 24, 2017
Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. How? By mastering Four Customer Experience Core Competencies. This video provides an overview of one of those competencies, Employee Engagement, where the goal is to align employees with the goals of the organization. Here Are Five I’s of Employee Engagement: […].
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
MAY 23, 2017
Customers ask for help through more channels than ever before. GetFeedback for Salesforce Service Cloud helps teams improve every service experience.
CX Journey
MAY 24, 2017
I originally wrote today's post for Clicktools. It appeared on their blog on August 29, 2016. Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. It's real, and your employees matter! If your employees aren't engaged with your improvement efforts - or engaged overall with the organization - it will be very difficult for them to delight your customers and deliver the experience they e
InMoment XI
MAY 22, 2017
MaritzCX was recently mentioned in an article by Bob Thompson on CustomerThink. In his article entitled, “Voice of the Customer Industry Trends: Consolidation, Disruption, and the Rise of Real-Time Action,” Bob talks about five trends that are becoming more prominent in the VoC industry—convergence and consolidation, multi-channel VoC platforms, cross-channel triangulation, real time action, and.
Customer Bliss
MAY 23, 2017
Episode Overview. Lynn LaRocca is the SVP and Chief Experience Officer of the New York Racing Association. While they hold numerous events throughout the year, their benchmark event is The Belmont Stakes. Under her leadership, they turned it into a three-day festival. In 2015, Sports Business Journal called The Belmont Stakes “The Sporting Event Of The Year.” To win that award, it beat out the Super Bowl (a pretty large event), the FIFA Women’s World Cup final, and more.
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.
GetFeedback
MAY 23, 2017
Extra Content Why Omni-Channel Service Is Pulling Ahead Putting the right people and processes in place seems like an obvious path to.
Uniphore
MAY 22, 2017
Today’s modern, tech-savvy customers are becoming increasingly demanding in their quest for a great customer experience. They expect to be able to shop anytime, anywhere and from any device easily, and if your brand is not fulfilling these expectations, you won’t survive. Therefore, one of the critical aspects of any customer service strategy today is to deploy an Omnichannel sales and customer service approach that provides customers with an integrated experience across all channels, including
InMoment XI
MAY 22, 2017
MaritzCX was recently mentioned in an article by Bob Thompson on CustomerThink. In his article entitled, “Voice of the Customer Industry Trends: Consolidation, Disruption, and the Rise of Real-Time Action,” Bob talks about five trends that are becoming more prominent in the VoC industry—convergence and consolidation, multi-channel VoC platforms, cross-channel triangulation, real time action, and.
Experience Investigators by 360Connext
MAY 24, 2017
There’s a part of your customer journey that is most likely inconsistent. It’s those pesky people. Going from one hotel front desk to the next or calling different customer service reps can have very different outcomes. Sometimes calling the same customer service rep on a different day means having a completely different experience! Are you dealing with the sunshiny optimist or the tired, overworked and overwhelmed grouch?
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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.
GetFeedback
MAY 24, 2017
Maintaining a knowledge base gets exponentially more complicated as a business grows. That's where knowledge base surveys can help.
Experience Matters
MAY 24, 2017
Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. How? By mastering Four Customer Experience Core Competencies. This video provides an overview of one of those competencies, Employee Engagement, where the goal is to align employees with the goals of the organization.
Vonage
MAY 23, 2017
As customer habits and expectations continue to evolve, contact centers must keep raising the bar on service quality. Keeping track of service KPIs, such as first call resolution and average call handling time among many others, is one of the best ways to ensure your contact center is up to par — because, as they say, you can’t improve what you can’t measure.
Michelli Experience
MAY 23, 2017
It seems like every week I read something like: “ UiPath , a robotic process automation ( RPA ) startup that’s setting out to help companies automate repetitive tasks, has raised $30 million in a Series A round of funding. UiPath <is>…bringing automation to the ‘intelligent enterprise.’ It specializes in building what it calls ‘intelligent software robots’ that help businesses complete laborious and repetitive processes through computer vision technology and rule-based processes.”.
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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?
GetFeedback
MAY 23, 2017
Great customer service leads to happy customers, higher retention, and more revenue.
Experience Matters
MAY 22, 2017
In yesterday’s NY Times, there’s an excellent article, We Aren’t Built to Live in the Moment (written by Martin Seligman and John Tierney). It discusses how human beings process information, and the emergence of a new field called prospective psychology. Here’s a very simplified summary of what it says… Human beings: Are distinctive from other species in our […].
Vonage
MAY 22, 2017
Jim Collins, author of the bestselling business book, Good to Great said, “Good is the enemy of great.”. A twist on this excellent concept is that, “Good is the foundation of exceptional.”. A good customer service experience is doing what you are supposed to do. That’s expected. In other words, it meets basic expectations. It’s satisfactory. It’s just good.
Beyond Philosophy
MAY 22, 2017
With online shopping, transactions and communication as prevalent – and as easy – as it is today, it can often be tempting to focus most of your Customer Experience efforts on getting your virtual presence right. When many of your customers will engage with you solely on a virtual platform, it can make sense to favor it. However, neglecting your brick-and-mortar experience can lead to inconsistent CX and online backlash.
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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?
Uniphore
MAY 26, 2017
High on emotion! The impact of emotion on the customer experience is far greater than it would at first appear. Clearly, this is something that contact centers need to account for. Read More.
Experience Matters
MAY 22, 2017
In yesterday’s NY Times, there’s an excellent article, We Aren’t Built to Live in the Moment (written by Martin Seligman and John Tierney). It discusses how human beings process information, and the emergence of a new field called prospective psychology. Here’s a very simplified summary of what it says… Human beings: Are distinctive from other species in our […].
SuiteCX
MAY 26, 2017
Most companies are struggling with Customer Experience. They have very limited resources (the average department seems to be one or two people) so their ability to tackle some of the more strategic issues is very limited. Senior management talks about customer experience and how important it is but they don’t really believe it because they don’t provide support for the CX staff and they don’t have any strategic plan for how to scale Customer Experience.
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