Experience Investigators by 360Connext

SEPTEMBER 29, 2014

'The following is a Best of 360Connext post. Many executives are interested in improving and understanding customer experience. They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 70% of shoppers have stopped buying goods or services from a company after experiencing poor customer service. 64% have made future purchases from a

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

InMoment XI

SEPTEMBER 17, 2014

Last week, I had the opportunity to attend the Content Marketing World conference with about 2,500 attendees from around the world. One of the keynote presentations was given by Julie Fleischer, who is the Director of Media and Consumer Engagement at Kraft Foods. She discussed how Kraft, through its content marketing efforts, provides recipes online.

Marketing 150

Marketing Customer Experience Presentation Article 150

Michel Falcon Experience

SEPTEMBER 17, 2014

'To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. Take a moment to think. Do you work with a customer focused CEO? I mean, not one who says he is but one who backs up their word with action. Does he invest to improve the company’s customer experience on a consistent basis?

Customer Focused 167

Customer Focused Customer Centricity ROI Social Media 167

Beyond Philosophy

SEPTEMBER 9, 2014

'How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? What is going wrong here? Quite simply, on many occasions Customers don’t know what they want and will say the first thing that comes to their head. Therefore to discover this ‘hidden’ aspect of a Customer Experience you need to undertake a different form of research.

Hotels 161

Hotels 2014 CEM 2008 161

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Customer Bliss

SEPTEMBER 9, 2014

'The experience you gain by working through the customer experience competencies and holding people accountable to customer metrics and accountability forums will condition the organization to redevelop the customer experience for greatest marketplace differentiation. For many people, this is what they thought was going to happen right away. Managing the corporate patience to develop the required competencies to establish a reliable experience is not easy.

Metrics 197

Metrics Leadership Feedback Customer Experience 197

Experience Investigators by 360Connext

SEPTEMBER 15, 2014

'The following is a Best of 360Connext post. Customers want convenience on their terms, not yours. With busier schedules and comfort with ecommerce, customers are choosing those brands who provide convenience in the way they like – not the other way around. If you are among these brands, then you understand that customers want convenience on their terms, not yours.

Banking 282

Banking Loyalty Retail Social Media 282

InMoment XI

SEPTEMBER 17, 2014

Last week, I had the opportunity to attend the Content Marketing World conference with about 2,500 attendees from around the world. One of the keynote presentations was given by Julie Fleischer, who is the Director of Media and Consumer Engagement at Kraft Foods. She discussed how Kraft, through its content marketing efforts, provides recipes online.

Marketing 150

Marketing Customer Experience Presentation Article 150

Michel Falcon Experience

SEPTEMBER 9, 2014

'Being customer centric requires you to be able to operate from the viewpoint of the customer. In other words, can you remove yourself as a professional and make operational decisions based on how you would react if you were the customer? Too many companies claim to be focused on their customers but continue to pay lip service to genuinely becoming a ‘customer company.’ Video : What is a Customer Company?

Customer Centricity 137

Customer Centricity Customer Retention Download Customers 137

Beyond Philosophy

SEPTEMBER 11, 2014

'Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. That is to say, Amazon has it—and Bank of America doesn’t.

Banking 138

Banking Culture CEM 2003 138

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Voice of Customer

Customer Bliss

SEPTEMBER 11, 2014

'Customers’ nerves are raw. Nearly every interaction tests them now. Become the company that steps up with kindness, action and empathy. Just like a good friend who’s there when times are tough – choose to be that kind of company. Customers WILL remember. Here are five actions that will bring you dividends in business, goodwill and word-of-mouth. 1.

Chief Customer Officer 197

Chief Customer Officer Retail Interaction Feedback 197

Win the Customer

SEPTEMBER 21, 2014

'If you don’t like change, your going to like irrelevance even less. If you’re looking for an example of the customer experience revolution, Amazon has shown the way to innovate and dominate by putting the needs of customers first. Making experience the heart of business strategy, Amazon has shown that customer service and customer experience really do matter […].

Customer Experience 144

Customer Experience Innovation Customer Service Customers 144

Experience Investigators by 360Connext

SEPTEMBER 24, 2014

'I had what I thought was a simple request. Let me explain. One of the nice perks of being on a certain level with American Express is gaining access to Regus business lounges throughout the world. A Regus card shows up in the mail and I use it! Not only is it a good co-working space, but they have offices everywhere. I’ve taken advantage of this perk when traveling , most recently in New York City.

Customer Journey Mapping 282

Customer Journey Mapping Customer Journey Social Media Consulting 282

InMoment XI

SEPTEMBER 17, 2014

Last week, I had the opportunity to attend the Content Marketing World conference with about 2,500 attendees from around the world. One of the keynote presentations was given by Julie Fleischer, who is the Director of Media and Consumer Engagement at Kraft Foods. She discussed how Kraft, through its content marketing efforts, provides recipes online.

Marketing 150

Marketing Customer Experience Presentation Article 150

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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

ijgolding

SEPTEMBER 8, 2014

'I have often said in the past how lucky I am to have so many people share their customer experience stories with me. Sometimes the stories are difficult to hear. Sometimes the stories are inspiring. In all cases I believe that through the use of storytelling, it is possible to bring to life the significance of the customer experience in the organisations we work and interact with.

Customer Experience 131

Customer Experience 2014 Customer Expectations Customer Retention 131

Beyond Philosophy

SEPTEMBER 23, 2014

'Two flights. Two grounded planes. Four angry passengers, one of them with a wet shirt. Two planes worth of delayed passengers. And one big question: Is it okay to recline your seat on a flight? I am referring to the two incidents a couple of weeks ago involving the issue of reclining a seat on a flight. The first event took place on a United Airlines flight and involved a Knee Defender , a device that a passenger can secure to the tray table to restrict the seat in front of them from reclining.

Airlines 134

Airlines CEM Books Consulting 134

Customer Bliss

SEPTEMBER 23, 2014

'The fact of the matter is that it’s the unusual organization that’s set up to let people think and act collectively on behalf of customers. We’re stuck in our dueling silos making independent decisions; taking isolated actions for the purpose of executing our discipline, achieving good numbers and earning a good review. This is the breeding ground for the lack of respect customers feel and the discontent they have with us.

Roadmap 188

Roadmap Events Connections Customer Experience 188

Win the Customer

SEPTEMBER 24, 2014

'80% of companies say they deliver “superior” customer service, but only 8% of customers think these same companies actually deliver “superior” customer service. Though most brands believe that their customer service is adequate to keep their customers happy, it’s clear that most customers feel otherwise. When a person purchases products or services from a brand, the […].

Customer Service 144

Customer Service Call Center Customers Brands 144

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

Experience Investigators by 360Connext

SEPTEMBER 18, 2014

'The following is a Best of 360Connext post. Customers are seeking your attention in immediate and demanding ways. They are asking questions on Twitter , but if you are not fast enough in your response, they are jumping on to your Facebook page. That new “Like” is actually just a subtle way of asking for help. Still not getting what they want, they seek out email on their phone and request a call.

Multi-Channel 268

Multi-Channel Social Media Call Center Retail 268

InMoment XI

SEPTEMBER 30, 2014

Allegiance is proud to host Utah’s first Customer Experience (CX) Day as a sponsor of CXPA’s international CX Day. This event will offer key insights into the CX space and help educate those interested in measuring and improving the customer experience in their organizations. So what is CX and why should you care? CX is. View Article.

Events 150

Events Measurement Article Insights 150

Customers That Stick

SEPTEMBER 25, 2014

'Meet Ali Banks! Ali Banks’ began her career in architecture but left her real estate development job to pursue her love of food at Le Cordon Bleu, Paris. Her food adventure brought her back home to New York and now Chicago. Currently the Resident Chef for Sur La Table, Chicago, she teaches hands-on cooking classes to adults and children. Additionally, she is the recipe developer for Sitka Salmon Shares and enjoys experiencing the operation first hand by fishing in Alaska.

Banking 133

Banking Customer Experience Sports Social Media 133

Heart of the Customer

SEPTEMBER 11, 2014

'You would think that the return on customer experience is obvious. A better customer experience improves loyalty, and loyalty means you can spend more time serving customers than chasing new ones, resulting in cost savings. There are a number of studies that support this contention, including: Medalia reports that customers who report a great customer experience spend 140% more than those who report the worst experiences, and that a subscription-based customer are 72% more likely to remain a

Customer Experience 132

Customer Experience Net Promoter Score Seminar 2007 132

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center

Customer Bliss

SEPTEMBER 16, 2014

'Making the right decisions to tell a story you’re proud of begins with holding up a mirror to yourself and your organization. You need to ask the right questions to review your current decisions and understand the story they reveal about you today. You need to know the important decisions to make for the future. Darwin Smith, CEO of Kimberly-Clark from 1971 through 1991, is considered by many to be one of the top ten CEOs of all time.

Culture 174

Culture Financial Leadership Books 174

Win the Customer

SEPTEMBER 19, 2014

'US-based companies spend more than $300 billion every year on outsourced contact center services. Outsourcing has come light years from what most people imagine and contact center services providers often are the key to helping small and mid-sized organizations compete in the global marketplace. Radical changes have been happening in how customers buy and what […].

Customer Service 141

Customer Service Contact Center Call Center Technology 141

Experience Investigators by 360Connext

SEPTEMBER 17, 2014

'The following is a Best of 360Connext post. Nuance is a small or subtle distinction. It’s difficult to see, let alone measure. And yet, we are doing our best to only respond to metrics in business. So many companies rely so heavily on metrics they miss what might be a small problem leading to a larger one. A recent example I witnessed was when a CMO, defending her piece of the budget, claimed the (relatively) small dip in membership retention rates was nothing to worry about, because the

Metrics 252

Metrics Customer Experience Social Media Loyalty 252

InMoment XI

SEPTEMBER 30, 2014

As customer experience professionals, it’s time we realized that we are no longer practicing customer experience management, but rather customer experience enablement. When it comes to the customer journey, we’re just along for the ride. This is not to say that we cannot have an effect on the customer experience, but the role that companies need.

Customer Experience Professionals 150

Customer Experience Professionals Customer Journey Customer Experience Management Article 150

Advertiser: ZoomInfo

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

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