Experience Investigators by 360Connext
MARCH 16, 2016
We live in a digital world, constantly connected, where information is always at our fingertips. With all this information, businesses have the tricky task of standing out from all the chatter and building strong relationships with their customers. Millennials are changing the way brands market themselves and build those relationships. Today, millennials say they’re influenced […].
Customer Bliss
MARCH 30, 2016
In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. Aided listening. Experiential listening. You can learn about the different types of listening in virtually any of my books , but here’s a breakdown for those just coming into these concepts: Unaided or volunteer listening: This refers to companies who optimize feedback customers give as they inte
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InMoment XI
MARCH 7, 2016
Billions of dollars of outcomes rest on driving change in CX programs to benefit businesses, shareholders and, critically, customers. Alicia Boler-Davis, General Motor’s Vice President for Global Quality and Customer Experience recently stated that for the auto company, the value of loyalty is $700 million for every percentage point of improvement in customer retention rates.
Alida
MARCH 10, 2016
The following is an excerpt from The Enterprise Guide to Customer Intelligence , an ebook that explores the different tactics companies use to gain a deeper understanding of the customer. Get your copy of the ebook to learn more. The balance of power has shifted from companies to their customers. Your customers now have constant access to a world of information about both your company and your competitors, and they’re putting that information to use.
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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.
Bill Quiseng
MARCH 28, 2016
This week’s blog post is contributed by a very special guest, actually more like a guest star, Nancy Friedman , better known as “The Telephone Doctor.” The author of the recently published book, Customer Service (finally) Defined – Ideas, Tips, techniques & Skills You Can Use Now and Forever , and eight other books, Nancy is simply one of the best keynote speakers on customer service.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
MARCH 24, 2016
Consumers have power. In the old-school approaches to business, companies thought they were essential if they sold goods and services people wanted. Nowadays, the abundance of competition means that no single company can afford to become complacent. For long-term success, they need to focus on making their customers return. To ensure such loyalty, companies must form healthy […].
Customer Bliss
MARCH 10, 2016
Optimizing customer feedback is one of the most straightforward ways to gain momentum for customer focus. You don’t need to spend millions on a “satisfaction” survey. You only need to engage active leadership listening and direct the organization to hear your customers’ stories. By using the “one-company” listening path (competency 3) that your organization creates, you receive a constantly refreshing source of information organized by journey stage.
InMoment XI
MARCH 3, 2016
Banks have been focusing on the customer experience for more than 20 years. So, one has to ask “How far have banks come?” One way to answer this question is to look through the lens of CXEvolution. The CXEvolution framework gives bankers the ability to gauge how well their organization is delivering on the Customer.
Alida
MARCH 18, 2016
At Vision Critical, we’ve been focusing on the challenges created by the central role that mobile devices, both smartphones and tablets, now play in people’s lives. While the shift to mobile has created challenges for marketers and researchers, we believe the opportunities are even greater. It’s hard to deny the impact the mobile revolution has had on business.
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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.
Bill Quiseng
MARCH 7, 2016
In 2011, An American Express survey found that Americans tell an average of 9 people about good experiences and 16 people about poor experiences. Today, just five years later, people may still tell an average of 9 people about good experiences, but if they have a bad experience, they can now tell the entire world via social media. We have all seen the word “viral” tagged to a personal story about bad customer service more often than a good one.
Beyond Philosophy
MARCH 28, 2016
There is a hidden experience every Customer has with you. If you haven’t uncovered what it is, then you are probably making a huge mistake with your Customer Experience. Chances are, you are making more than one. Don’t feel bad. When it comes to having a great Customer Experience, all organizations have made mistakes. It’s normal for this to happen.
Experience Investigators by 360Connext
MARCH 9, 2016
For most businesses, improving customer service is a constant aim, as it is one area where they can separate themselves from competitors. It is, therefore, little wonder that many company bosses invest heavily in their efforts to improve customer service training, in order to bring staff members up to scratch. However, actually achieving the goal […].
Customer Bliss
MARCH 17, 2016
Business decision making has a power core. Knowing the heart and pulse that drives business decisions tells you a lot about how to move forward in customer experience. When customers are the heart of your business decision making, leaders are united in efforts to deliver a reliable and differentiated customer experience. Customer needs drive the overall plan for what’s developed and delivered.
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!
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OpinionLab
MARCH 17, 2016
In my previous blog , I discussed the migration across the VoC industry in its approach to our approach of collecting insight from today’s empowered consumer – a shift away from panels and surveys towards customer-initiated comment cards, which support your customers’ need to provide insight in their own words at a time of their choosing on topics important to them.
Win the Customer
MARCH 14, 2016
The rapid migration from the web and PCs to mobile devices in the last decade surprised everyone. As smartphones rapidly became more advanced, users were soon realizing that their phones could be their primary window to the online world. People can now be in touch and up to date through their phone, receiving news, keeping up with social media and even watching their favorite shows.
Customers That Stick
MARCH 3, 2016
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Beyond Philosophy
MARCH 14, 2016
When Starbucks recently announced changes to its rewards program, Twitter users lashed out at the coffee giant. They complained that the new program, which will award points based on the amount of money spent (rather than on the number of visits to Starbucks) will penalize regular customers who buy only small items, like a brewed coffee. Some vowed to defect to Dunkin’ Donuts.
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.
Experience Investigators by 360Connext
MARCH 7, 2016
Another “for the millennials” headline pops up every day. As millennials become a bigger part of the market, stepping into adulthood and the paychecks that come with it, companies are trying just about anything to attract this demographic. They are considered different. They are different. They are the first generation who grew up with instant and […].
Customer Bliss
MARCH 2, 2016
In the course of working with different companies throughout my career, I’ve found that leaders focused on serving customers’ lives as a way to grow their business often begin with an uncommon attitude. This attitude, in turn, leads to uncommon behaviors that build beloved companies. In the process, when these leaders speak and give interviews, they produce some amazing customer experience quotes.
OpinionLab
MARCH 8, 2016
Empowering your consumers is the key to improved customer experience. If you look at the truly successful companies, the ones that emerge are the ones that concentrate on enabling their customers to engage with them – so that they can partner with them to build their brand. So how do you find out what your customers want? How do you empower them to provide you with this invaluable information?
Win the Customer
MARCH 3, 2016
As a consumer, it is a priority for you to have as much information at your disposal before you make a purchase. Buying online has limitations, as you can’t physically see and feel the product you’re browsing. Online shopping never gets old. It’s a great distraction, and no matter what you need (or want), you can find it online. Ebay, Amazon, ASOS, Ali Express – they all exemplify websites that we have grown to depend upon.
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
C3Centricity
MARCH 10, 2016
Last week I wrote a long post on “The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service“ So this week I wanted to write a shorter thought piece on a topic getting a lot of airtime these days; that of smart things, the IoT or the Internet of Things. We [.]. The post Are Smart Things Really Smart?
Beyond Philosophy
MARCH 16, 2016
All Customer Experience professionals are in sales. Even if you never sell a good or service to a single Customer, you are still in sales. And to whom are you selling? Your team, your distribution network, your suppliers, and most importantly, your CEO. Customer Think published a great article on the topic of selling your CEO and the other members of the C-Suite.
Experience Investigators by 360Connext
MARCH 16, 2016
It was my 7th? 8th? year attending the South By Southwest Interactive Festival in Austin, Texas, and yet again, it didn’t disappoint. The old-timers will lament the days of easy navigation and fewer crowds, and I’m certainly one of them. But I also walk away with my wheels turning about what the future holds for […]. The post What do Trends from SXSW 2016 Mean for Customer Experience?
Customer Bliss
MARCH 29, 2016
Dear Mr. Friedman, As one of the architects of the customer experience for some great companies working to deliver customer service and delight, like you, I share your passion for getting it right for customers. This is the clearest path to customer-driven growth. However “right” means holding a mirror to your entire operation, including how leaders lead.
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