Remove 2015 Remove Customer Centricity Remove Innovation
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10 Must-Reads for a Better Customer Experience in 2015

Experience Investigators by 360Connext

Leaders of all types of organizations began to walk the talk around improving their customer experience. Are you ready to make 2015 even better? 5 Customer Convenience Considerations (Before You Change Anything!). Before you start innovating, remember what customers want, and how to deliver it on their terms!

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Why you should attend the Customer Intelligence Summit—according to past attendees

Alida

Still unsure about attending the 2016 Customer Intelligence Summit? Tired of trying to convince your boss why you should join other customer-centric leaders in Chicago this September? Julie Murtha (@JulieMurtha) October 22, 2015. Lee Stephen (@LWStephen) October 22, 2015. Pia Chin (@piachin) October 22, 2015.

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Why online communities are growing—and how you can get more from them

Alida

To appreciate just how dominant they have become, consider these stats: According to Forrester Research’s 2015 Customer Lifecycle Journey report, 81 percent of companies now have community-type support channels—a steep increase from 2012’s 67 percent figure. Companies need instantaneous feedback and insight.

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Parature Extends “//oneweek” to Its Partner Ecosystem with Customer Service Innovation Awards Contest

Tricia Morris

For everyone who was customer service when customer service wasn’t cool, we have arrived. Customer service and customer-centricity is definitely cool now. In the new 2015 State of Multichannel Customer Service Report , 98% of U.S. Read more about the app here.).

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5 Customer Experience Fails that Make Entrepreneurs Suffer

Experience Investigators by 360Connext

If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed. Customer experience is seen as a project, not a way of business. Customer experience projects are great, as long as they are part of a bigger organizational mission.

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Report: Lessons in CX Excellence, 2015

Experience Matters

We just published a Temkin Group report, Lessons in CX Excellence, 2015. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. EMC Corporation.

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Beyond Facebook: 4 types of online communities and best practices on how to use them

Alida

Ninety-three percent of large companies use Facebook , according to a 2015 Social Media Examiner report. Support communities enable members to offer product tips to other customers, helping companies reduce customer support costs. Advocate communities allow brands to mobilize their most passionate, loyal customers.