eglobalis
OCTOBER 29, 2017
What is simplicity exactly? To me, simplicity means a demonstration of features, functionalities, processes, governance and design which are really necessary. The post Customer Experience Simplicity in Technology: How Quality & Design Impact the Bottom Line appeared first on Eglobalis.
QuestionPro Audience
MARCH 2, 2017
A bad dream for those crafting online survey questionnaires might go as follows… Panel members take an online survey critiquing a previous online survey in which they participated, and one that you wrote. The results are overwhelmingly negative. The panel members hated the experience and admit they offered slapdash information that, as an effect, will actually hinder your research more than help. .
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Experience Matters
AUGUST 9, 2017
I hate to break this news to you, but your customers most often interact with your organization because they have to, not because they want to. And when they do connect with you, it’s part of a larger journey that they’re on to achieve something more important than the interaction with you. That’s why it’s critical for organizations to understand and to design experiences for their customers’ journeys.
Kayako
MAY 30, 2017
You’ve read all the classic books on customer service— Delivering Happiness by Tony Hsieh, How to Win Friends and Influence People by Dale Carnegie, and more. But now you don’t need to spend hours reading another book, unless you’d like that. Thanks to the rise of TED talks, there are troves of great videos on YouTube where you can learn tips in just 15 minutes.
Speaker: Becky Parisotto
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
Lumoa
NOVEMBER 19, 2017
For some companies collecting feedback is easy. Maybe even too easy: I’ve come across a big corporation, which collects feedback, stores it somewhere and does nothing with it. There are no resources to read it through. While server space is cheap, and this might feel like an easy way to make customers believe you listen to them, don’t do like this. You are just wasting your customers’ time and fooling yourself at the same time.
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
SEPTEMBER 6, 2017
I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic approach. Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more!
Customer Bliss
AUGUST 24, 2017
I have said this over the years, and recently, several of my podcast guests have also discussed it: there is an ever-increasing need to think of employees as customers as well, i.e. internal customers. Retention rates in major companies have been dropping for years, for a variety of reasons: more flexible work options, people pursuing their own ventures or teaming with startups, bad management, etc.
Vonage
OCTOBER 2, 2017
Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. If they were a bit irritated when they picked up the phone, they were likely to be fuming by the time they got through to an agent. This was partly due to the long wait, but also due to the fact that this set-up led to customers not feeling in control or valued in any way.
Kerry Bodine
JUNE 7, 2017
For the past two years, I’ve participated as a member of the jury for the Service Design Award , presented by the Service Design Network. In this role, I’ve gotten to review inspiring design work from around the globe. This year, I’m honored to serve as the head of the jury. Here’s a bit more about the award: The Service Design Award recognizes work of an exceptional standard in the field of service design by both students and professionals.
Speaker: Carolyn Clark and Miriam Connaughton
The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.
InMoment XI
APRIL 27, 2017
The age of automation is going to be the age of do it yourself.” — Marshall McLuhan, 1964 I recently had the pleasure of delivering the closing keynote at CXFusion 2017. I spoke to conference attendees about the importance of human touch in an automated world. This topic is a daily tug-of-war we’re all experiencing at.
eglobalis
OCTOBER 3, 2017
Companies are shooting themselves in the foot consistently around their customer experience. Why? And how do we help them to make it better? In the past 18 months, we’ve seen several major customer experience blunders from big brands. There is a pathway to improving customer experience globally, but it’s not necessarily the way we think about it now.
QuestionPro Audience
JULY 11, 2017
A year ago, we published a series of best practice for questionnaire development. This year, we would like to highlight some common mistakes that research practitioners should avoid, to ensure their data collection effort is not wasted. We are calling them The Seven Deadly Sins Of Questionnaire Design. The Seven Deadly Sins emerged from an ecclesiastic era, and since then have evolved as broader ethic markers for those who prefer disinfected consciences.
Experience Matters
DECEMBER 18, 2017
We examined the connection between customer experience and loyalty by tapping into our survey of 10,000 U.S. consumers to analyze the relationship between Temkin Experience Ratings (TxR) and future purchase intentions. To determine future purchase intentions, we asked consumer how likely they were to purchase more from the company in the future. We calculated the percentage of each company’s customers who selected “6,” or “7” on a scale from “1” (not at
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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.
Lumoa
NOVEMBER 15, 2017
On 14 November 2016, exactly one year ago, Lumoame Oy was registered in Helsinki. This year has been an amazing journey for us and we wanted to share this important moment with you. No surprise, the main discussion topic at #LumoaAnniversary was Customer Experience. We celebrated our first year with our supporters, friends, and customers. Customers have been at the center of all our operations since the very beginning.
Experience Investigators by 360Connext
SEPTEMBER 27, 2017
The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. It’s moving from a “nice to have” to a “must have” department in most organizations. Those with or without customer experience in their titles are considering how their daily work impacts the customer journey.
Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, 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.
Customer Bliss
JUNE 22, 2017
I want to bring up an interesting example of customer experience innovation that has been discussed (but not directly) in recent weeks. It’s a little bit nuanced, so bear with me. (BTW, the overall idea of “customer experience innovation” is obviously very far-reaching, and numerous books have been written on it. This is just about one aspect.).
Vonage
SEPTEMBER 8, 2017
Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. If they were a bit irritated when they picked up the phone, they were likely to be fuming by the time they got through to an agent. This was partly due to the long wait, but also due to the fact that this set-up led to customers not feeling in control or valued in any way.
Kerry Bodine
JULY 30, 2017
Journey maps have become one of the most popular tools for understanding and improving customer experiences. (Case in point: more than 1,000 people have downloaded our free journey mapping template since the beginning of this year.) But why are journey maps so popular? And why should you invest in developing them? Let’s start with the reasons that the underlying framework of the journey is so important.
InMoment XI
NOVEMBER 7, 2017
Here’s the scene: Orlando, FL, where it is currently 85 degrees Fahrenheit with 100% humidity – and that’s INSIDE the airport. My family of 7 (three kids, ages 3, 9 and 10, my two parents, my husband and myself), are en route back home after a wonderful Disney vacation that had a hiccup or two.
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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.
eglobalis
OCTOBER 22, 2017
In the technology industry, specifically within software and hardware usability, design and services, one of the biggest elements that hurts customer experience -- and by that I mean B2B and B2C customers -- is overly-complicated product design. The post The One Element Of Product & Tech Design That Kills Customer Experience appeared first on Eglobalis.
QuestionPro Audience
SEPTEMBER 5, 2017
If you haven’t been docked in a space lab for the past 30 years, I’m sure you’ve been asked to complete a customer satisfaction survey, after a recent shopping experience, whether online or offline. In fact, even in space, it’s probably not a stretch to assume that NASA conducted a few with their astronauts to gain feedback on behalf of their product partners.
Experience Matters
JANUARY 4, 2017
It’s once again the time of year when I publish Temkin Group’s CX trends. In my post last year, we named 2016 “The Year of Emotion.” With my previous post, we declared 2017 “The Year of Purpose.” During this year, companies will be: Elevating Purpose. Over the past year, we’ve seen more articles discussing purpose, and leaders are beginning to […].
Kayako
JUNE 22, 2017
Whether you’ve worked in support for a month, or a decade, you will have run into an angry customer. Maybe they’re angry because of something you did or something out of your control. But why they are angry doesn’t matter; it’s up to you to fix it. Angry customers can be some of the most nerve-wracking people to come into the inbox. You can never be quite sure whether what you say is going to solve or exacerbate the issue.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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.
Lumoa
DECEMBER 14, 2017
Wow! Have you seen the new update? We are happy to announce the product update that our team has been working on for the last months. The update touches all your favorite features and turns them into even more a productive toolset, so you can dive deeper into your customer feedback analysis and execute accurate actions based on that. Watch the video below if you want to know how to get actionable insights with the help of the new and updated features.
Michelli Experience
FEBRUARY 14, 2017
For a period in human history, all we had were spoken words. Later we learned to communicate through written symbols and today it seems the most preferred communication medium is words shared through video. Great customer experience brands are not only “visual storytellers” but they are supporting their customers as those brand loyalists visually communicate about their brand journey.
Storyminers
AUGUST 28, 2017
I’m always curious about what makes leaders of customer experience and transformation projects invest in what’s new. Oracle , in its recent “ CX FACTOR PROGRAM ” has done much of that research for me (and for you). It’s in the form of a dozen interviews with company leaders whose brands are excelling at the customer experience.
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