Customer Bliss

JANUARY 5, 2017

Over the holidays, I read two interesting articles about customer experience. The first one, from Forbes , is called “Five Bold Expert Predictions For 2017.” (I am not among these experts, no.) The second article is from Harvard Business Review and called “The Most Common Reasons Customer Experience Programs Fail.” These are admittedly just two articles — there are dozens, if not hundreds, of articles published every day about CX — but if you find the int

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2017 Omnichannel Retail Article 236

Experience Investigators by 360Connext

JANUARY 5, 2017

Working day after day on the same set of projects and goals can make us a little complacent about what customers really need from us. Too often, we convince ourselves that what happens within our walls doesn’t have a direct impact on the experiences we deliver. Customer experience is huge and all-encompassing, so many think of improving it […].

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Customer Experience Consulting Customers Call Center 216

InMoment XI

JANUARY 10, 2017

In an earlier blog, my associate—Al Goldsmith—talked about what Mystery Shopping is used for. In essence, it is used to measure against service metrics in an effort to identify gaps in customer service delivery. But how does an organization, when considering a mystery shop program to assess site-level compliance, ensure maximum benefit while meeting budgetary.

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Financial Metrics Blog Measurement 265

Alida

JANUARY 13, 2017

Two-thirds of CMOs are now on the hook for improving customer experience (CX). Despite all the recent buzz about CX becoming a bigger part of the marketing function, however, CMOs have yet to really step up to the plate. According to a 2016 study by Deloitte and the CMO Council , only a small minority of marketing leaders have made significant progress in improving CX.

Marketing 91

Marketing Customer Experience 2017 Multi-Channel 91

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Beyond Philosophy

JANUARY 30, 2017

I have lied about this. I’d wager you have, too. Moreover, per Groupon’s latest survey, most people lie about being happy about the gifts they receive at the holidays. When I read this study, I wondered if we lie to people about our gift receiving experience, isn’t it also likely we lie about other experiences too? Does that also mean our customers lie to us about how they feel about their Customer Experience?

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Books Consulting Customer Experience Presentation 143

Customer Bliss

JANUARY 18, 2017

Guest Post by Michael Becker, content strategist at Sharpen. Better customer experiences equal happier customers. And happier customers are what carries business forward. They buy more, buy more often, and share their experiences with others. Though keeping customers happy is important, it isn’t always an easy task. More often than not, customers are already upset before they contact your customer service team.

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Multi-Channel 2014 Contact Center Interaction 212

Experience Investigators by 360Connext

JANUARY 11, 2017

Are you looking for ideas to help improve the experience you’re delivering to customers? Customers are often full of great ideas, but they’re waiting for you to ask! We often focus on the negative feedback we get from customers. After all, an honest complaint is a great opportunity to improve the experience, so we should see each […].

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Customer Experience Consulting Feedback Customers 196

InMoment XI

JANUARY 19, 2017

As a platform Implementation Manager at MaritzCX, I am often engaged in strategic planning discussions where organizations design a clear vision for their customers’ experience. Discussions range from the value of measuring customer transactions vs. overall relationships, creating vs. fixing customer experiences, and how to empower employees to be proactive with their customers.

Measurement 170

Measurement Article Engagement Customer Experience 170

Alida

JANUARY 26, 2017

Photo credit: Streeter Lecka / Getty Images. It’s shaping up to be a big year for the Atlanta Falcons. After beating the Green Bay Packers in the NFC championship, the team is set to face off with the New England Patriots in Super Bowl 51 in Houston on February 5. . As if having a dream season isn’t enough, the team is preparing to move to the Mercedes-Benz Stadium later this year.

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Sports Entertainment Webinar Guest Experience 174

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Beyond Philosophy

JANUARY 16, 2017

Let’s face it; the holiday season is well over and becoming difficult to even remember. It’s time to get cracking. With a little effort, we should be back on track in no time. If only it were that easy! The truth is the hot mess we return to makes us want to pack up and head right back on holiday. Unfortunately, for the majority of us, this solution isn’t an option.

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2017 Magazine Fashion Books 141

CustomerGauge

JANUARY 6, 2017

Following the success of our 20 Customer Experience Influencers to Follow in 2017 article, we decided to prepare you for your Net Promoter Score & Customer Service success. Keeping track of NPS and Customer Service best practices is going to help you accelerate your business growth. With that in mind, we thought it would be extremely […]. The post The Top 15 NPS & Customer Service Thought Leaders to Follow in 2017 appeared first on CustomerGauge.

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2017 NPS Net Promoter Score Customer Service 133

Customer Bliss

JANUARY 17, 2017

Episode Overview. Jason Bradshaw is the senior leader for customer experience — same role as a CCO, essentially — for the Volkswagen Group Australia. He’s been there since October 2015. Previously he held similar executive customer-facing roles with Target Australia, Fairfax Media, and Singtel Optus. There are a lot of interesting aspects to my discussion with Jason, but one of the bigger ones is his hiring process, which was quite thorough.

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Experience Investigators by 360Connext

JANUARY 27, 2017

Surveying employees on satisfaction and engagement is not a new concept, but it’s getting a little more fanfare these days. Forward-looking leaders understand how important it is to have innovative, productive and engaged employees. More and more studies show how important the link between employee experience and customer experience really is.

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Engagement Consulting Innovation Employee Experience 181

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

InMoment XI

JANUARY 19, 2017

As a platform Implementation Manager at MaritzCX, I am often engaged in strategic planning discussions where organizations design a clear vision for their customers’ experience. Discussions range from the value of measuring customer transactions vs. overall relationships, creating vs. fixing customer experiences, and how to empower employees to be proactive with their customers.

Measurement 150

Measurement Article Engagement Customer Experience 150

Alida

JANUARY 18, 2017

For the past century, cars have been an integral part of the American dream. Owning a vehicle provides more than just convenience. Cars represent freedom, fun and self-expression. At least until recently, having a car was synonymous with independence, especially for young people. All of that’s about to change. In the near future, car sharing and mobility platforms will become an attractive alternative to car ownership.

Automotive 179

Automotive Retail Competitive Advantage Customer Satisfaction 179

Beyond Philosophy

JANUARY 23, 2017

Imagine going on a cruise and having the ship know your every desire – sometimes even before you do. That’s the goal of Carnival Corporation’s new Ocean Medallion technology , a wearable device that will debut on the Regal Princess cruise ship later this year. It follows on the heels of Disney’s MagicBand and a similar device on Royal Caribbean cruises, but it goes even farther in predicting and responding to customer needs and desires.

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Technology Tourism Books Consulting 137

Michel Falcon Experience

JANUARY 16, 2017

How did Michael Jordan become the best basketball player of all time? Sure, for the majority of his career, he had Phil Jackson, arguably the greatest coach of all time. Jackson refined Jordan’s skills, but it was the hours of jump shots, free throws and conditioning that Michael worked on when Phil wasn’t around that made him the greatest player of all time.

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Hospitality 2007 Airlines Books 122

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

Customer Bliss

JANUARY 24, 2017

Podcast Episode Overview. One of the most interesting things about this episode to me is where Scott began his pathway to the CCO role. Namely: Human Resources. You don’t see as many CCOs come from HR, but it makes sense. One of Scott’s first key roles, for example, was building out an employee retention strategy. Employees are essentially internal customers, so the tie to working with — and providing value for — external customers isn’t as big of a leap as we som

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Experience Investigators by 360Connext

JANUARY 23, 2017

So you’d like to plan a customer co-creation session… That’s great news! A lot of magic will happen when you get your customers together to share their best ideas. (If you’re not sure this is for you, consider the outstanding benefits and approach discussed last week in part 1 of this series.) But assuming you’ve figured out how […].

Customer Experience 132

Customer Experience Consulting Customers Innovation 132

InMoment XI

JANUARY 18, 2017

As customer experience professionals, we often worry about response rates. At the heart of the question of response rate is whether customers want to provide you with feedback and engage with your survey. Why do customers provide feedback? Customers who provide feedback want you to get better. They want you to use what they are. View Article.

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Customer Experience Professionals Feedback Article Engagement 150

Alida

JANUARY 19, 2017

The competitive activewear market is about to get a lot more crowded. According to Recode , e-commerce giant Amazon is preparing to launch its own activewear private label brands. If the rumor is true, Amazon will challenge industry leaders like Nike, Lululemon and Under Armour in the $44-billion active apparel market. Amazon’s interest in activewear shouldn’t come as a surprise given the massive growth of this space.

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Retail Apparel E Commerce 2016 167

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

Beyond Philosophy

JANUARY 9, 2017

The customers have spoken, and they’ve had enough of car dealerships. They’re spending less time talking to salespeople at car lots and more time researching cars online, taking virtual test drives and emailing or texting dealers to find the perfect vehicle. Customers might still visit a dealership or two for a test drive, but they also might just buy the car sight unseen and have it delivered, according to dealers and industry executives who gathered recently for the Tampa International Auto Sh

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Sales 2013 Books Consumers 128

Michelli Experience

JANUARY 24, 2017

Often entrepreneurs reach out to me to discuss “customer-centricity” and the likely viability of their innovative products or services. To give you a sense of some of the key filters I use to evaluate the probable success of various ideas presented to me, let me offer an example of a small business that I think does a brilliant job of innovative customer-centric design.

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Customer Bliss

JANUARY 26, 2017

Headcount is a tricky issue in a lot of organizations. Here’s why (usually). Because many companies are quarter-to-quarter, what typically matters is urgent need. That drives hiring. A specific team loses a specific person, or a specific team feels overwhelmed — so they need to get someone in the door to help. Some of this leads to amazing hires, and that’s good.

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Leadership Consulting Innovation Customer Experience 170

ShepHyken

JANUARY 17, 2017

Chad Keck Discusses How to Design a Customer Survey Your Customers Will Actually Complete. Some companies follow up a transaction by sending you a lengthy survey that may take five or ten minutes or even longer to complete. In other words, after you have given the company money, it rewards you with a “homework assignment.” There has to be a better way!

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Net Promoter Score Customer Satisfaction Measurement Metrics 111

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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