Customers That Stick
JANUARY 7, 2020
Here it is! Our first official blog post of the 2020s. What better way to start off the new year and new decade — a decade that I hope will be marked by incredible improvements in customer experience design, thinking, and execution — than by taking a look at one of the most essential ingredients of customer experience: leadership. The Culture/Experience Connection.
Heart of the Customer
JANUARY 9, 2020
If you’re reading this, you probably already know that customer experience (CX) is important. But even the staunchest CX advocates might not realize that CX done right can save lives. Earlier this week in this space you met Lee Becker, Chief of Staff of the Veterans Experience Office (VEO) of the Department of Veterans Affairs […]. The post When CX Is a Matter of Life or Death appeared first on Heart of the Customer.
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Think Customers
JANUARY 10, 2020
Increasingly, customers expect personalized experiences as a standard of service. But as consumers, we all know that the quality of personalized experiences is not equal. As customer expectations rise, the margin for error is rapidly shrinking. It’s time for brands to step up their personalization strategies. Here’s what brands can do to get personalized experiences right in a rapidly shifting customer experience landscape.
GetFeedback
JANUARY 6, 2020
After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . By creating a visual depiction of the steps that customers take in an experience, including how customers feel after interactions, CX leaders can diagnose problems and design new experiences for the future.
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.
Totango
JANUARY 9, 2020
Every business needs to grow. However, in today’s customer-centered economy, simply seeking out new customers is not enough. Companies today are instead looking to implement a customer expansion strategy. Customer expansion isn’t about pushing current customers to spend more; rather, it’s about creating extra value that customers will benefit from. Customers are willing to pay for this new value, which helps you increase your company’s revenue.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
JANUARY 7, 2020
Charging into the new year, it’s easy to want to name what’s ahead of us. I am seeing a few enthusiastic sorts claiming 2020 will be “The Year of Experience,” “When Experience Finally Wins” or “The Year of the Customer.” I ask you to greet these well-meaning mantras with appropriate suspicion. For one, a quick Google search will bring you articles that claim 2019 was “The Year of the Customer.” That same search will tell you that 2018 w
Innovative CX
JANUARY 9, 2020
There’s been plenty written about how to improve your customer experience. Lately it seems like we are all talking about the importance of the employee experience as well. The linkage between the two is imperative to improving both experiences. The Colleague Experience differs from these two. The focus of the colleague experience is about how we interact with one another to achieve an improved experience for our customers.
Gold Research
JANUARY 10, 2020
With the 2019 retail season just closing, our New Year’s wish for 2020 is that retailers take the time to focus on the emotional journey that shoppers take and deliver an experience that makes the shopping trip productive, eventful and referral-worthy. Unfortunately, many retailers have just ended a struggle with seasonal promotions, lack of trained staff and severe price competition which created the “fog of war”.
Steve DiGioia
JANUARY 6, 2020
We scour resume after resume in search of the best candidate. But, as a service provider, we never truly know the applicant’s skill set until they’re hired and in contact with your precious customers. Sometimes we’re lucky and hire a gem who goes on to build customer relationships lasting years. This is a dream hire. But other times, we hire a dud who chases our clients away.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
BlueOcean
JANUARY 6, 2020
Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. But there’s a lot to unpack when it comes to creating and sustaining an effective, elegant omnichannel design that truly improves the customer’s holistic experience with your brand.
Kerry Bodine
JANUARY 10, 2020
I was talking recently with the head of marketing at large consumer products company. Several years ago, a major digital agency she was working with presented her team with customer journey maps. The agency had put the maps together — based solely on their own desk research, not by actually going out to talk with any of their client’s customers — and just handed them over.
TechSee
JANUARY 7, 2020
With the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high rates of churn. Accenture reports that 77% of consumers are no longer loyal to any particular brand, telcos must work harder than ever to retain their customer bases. Acquisition costs far outweigh those of keeping current customers, further motivating companies to implement innovative strategies to boost customer retention in the telecom industry.
Heart of the Customer
JANUARY 7, 2020
I heard Lee Becker, Chief of Staff of the Veterans Experience Office (VEO) of the VA speak at a recent Medallia conference and was blown away by his remarks. I reached out for an interview because I wanted to share with a broader audience his thoughts on what it’s like to drive change within a […]. The post Creating a Customer-Centric Agency at the Department of Veterans Affairs (VA) appeared first on Heart of the Customer.
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Experience Matters
JANUARY 6, 2020
One of the key building blocks of Experience Management (XM) is X-data, which helps establish an understanding of how people think, feel, and behave. In almost all circumstances, organizations lack the X-data they truly need. So how should organizations go about instrumenting their operations to collect the right data? To identify the required X-data, it’s important to first understand how data flows from people’s experiences.
Upstream Works
JANUARY 9, 2020
So far, this series has addressed the impact of digital transformation and the importance of personalization as key contact center trends to follow in 2020. That’s a lot of ground to cover, but these are the core building blocks for delivering a great customer experience – CX – all the time. While that level of customer support may only seem aspirational, it’s actually quite achievable when you deploy the right technologies to drive the right outcomes.
Playvox
JANUARY 9, 2020
According to Glassdoor, appreciation is the single most critical element for motivating customer service teams. According to its recent study, 81% of customer service employees feel appreciation is their most important motivating factor, followed by demanding bosses (38%) and fear of losing one’s job (37%).
Forrester's Customer Insights
JANUARY 9, 2020
This is the second installment in a series of five blog posts highlighting important lessons about consumer behavior and attitude that emerged from the past decade. If a retrospective look on the 2010s conjures feelings of uncertainty, peering through the lens of legacy brand leaders only dramatizes the sense of instability, as the volume and […].
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Horizon CX
JANUARY 6, 2020
Here we are—January 2020—another new year just beginning—and an election year as well. Excitement abounds. And here I am, as you may well be, in a moderate reflection of the past year and moderately optimistic about the year ahead. I’m using the word “moderate” quite intentionally. I consider myself a very moderate person in my approach to life and business and especially within my current role as a customer experience consultant.
ShepHyken
JANUARY 10, 2020
This week we feature an article by David Meerman Scott who has written a new book, Fanocracy: Turning Fans into Customers and Customers into Fans about turning customers into customers and customers into fans. He shares a couple of examples about how companies have used lying and “Fake news” to turn customers into fans. Do you believe statements like “Your call is important to us” or “Due to higher than expected call volume, your wait time is longer than normal”?
GetFeedback
JANUARY 5, 2020
Churn can cripple any organization. These 40 customer retention stats reinforce the growing need for effective customer experience management.
Lumoa
JANUARY 9, 2020
We share a simple checklist you can use to quickly start measuring your customer experience. Even if you’re already measuring customer experience, the checklist will make sure you’re hitting all the right points along the way.
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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.
Alida
JANUARY 8, 2020
According to a recent Forrester report , “consumers are more aware than ever that companies collect and use their personal data for marketing and advertising purposes.”.
Kerry Bodine
JANUARY 10, 2020
I was talking recently with the head of marketing at large consumer products company. Several years ago, a major digital agency she was working with presented her team with customer journey maps. The agency had put the maps together — based solely on their own desk research, not by actually going out to talk with any of their client’s customers — and just handed them over.
GetFeedback
JANUARY 8, 2020
How can companies understand consumer brand perception when they’re looking at it from inside the box? We’ll cover some tools and methods that capture it.
NICE inContact
JANUARY 10, 2020
In this video, the next in our series on Transforming Customer Experiences, Glen Remy, Sr. Product Marketing Manager, discusses call center agent costs and how technology can be used to manage and mitigate these costs.
Advertiser: ZoomInfo
Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.
InMoment XI
JANUARY 7, 2020
Introducing the second CX Café Customer and Employee Experience Podcast: CEO of MaritzCX, Mike Sinoway, talks about innovations that are emerging in the customer experience industry. Hear about how things are evolving, and learn how to properly utilize certain technologies to receive a positive response from your customers.
Kerry Bodine
JANUARY 10, 2020
I was talking recently with the head of marketing at large consumer products company. Several years ago, a major digital agency she was working with presented her team with customer journey maps. The agency had put the maps together — based solely on their own desk research, not by actually going out to talk with any of their client’s customers — and just handed them over.
GetFeedback
JANUARY 10, 2020
Find samples of feedback forms for your customers that will help you get more responses and more useful feedback to improve your business.
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