InMoment XI
MARCH 26, 2014
In yesterday’s blog, I discussed how Maritz Research has been studying the emotional side of customer experience over the past couple of years. I tried to highlight findings that clearly indicate it is essential for companies to understand and try to manage the emotional aspect of customer experience. Emotions are powerful drivers of customer decisions.
Win the Customer
MARCH 2, 2014
'Organizations that "get" customer experience and are known for their excellent customer service, realize that it''s more about the people you assemble to serve than the processes you have in place.
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PeopleMetrics
MARCH 21, 2014
'Last week we wrote about a bank that has exceptional customer service in our post “ How to Amaze Banking Customers: A Simple Story ” This week we are going to focus on a story that happened right in @PeopleMetrics Twitter feed. I had read an interesting article on Barclays Kenya ''s refocused customer experience efforts. So naturally, I pulled up Twitter and fired off a tweet at the bank, curious to know what their customer experience efforts were behind the scenes.
Joe Rawlinson
MARCH 24, 2014
'The role of customer service manager means keeping both customers and employees happy. Having the right educational background and skills is a good start. But learning about your team and what makes them more effective is a priority. These suggestions will get you moving in the right direction to building an award-winning customer service team that consistently keeps their customers raving positively about them.
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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.
Very Best Service
MARCH 28, 2014
'Customer experience vs customer service: a war of words? The debate rages on between supporters of customer experience and fans of customer service. The former argue that customer experience is holistic, it covers the whole range of interactions between the company and its customers, pre-sale, during the sale itself and post-sale. In their vision, they reduce customer service to processes put in place when clients need problems fixed or when they wish to notify the company of their new address.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
MARCH 26, 2014
In yesterday’s blog, I discussed how Maritz Research has been studying the emotional side of customer experience over the past couple of years. I tried to highlight findings that clearly indicate it is essential for companies to understand and try to manage the emotional aspect of customer experience. Emotions are powerful drivers of customer decisions.
Win the Customer
MARCH 19, 2014
'Without consistency in your service execution, one-off customer experiences can cause confusion and foster disappointment in your customers. Creating the framework for consistent excellence in service is key to long term customer delight.
Amity
MARCH 19, 2014
You’ve probably read your fair share of information online about customer success. Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, webinars and blog posts that state how critical customer success is to your survival. But few have really laid out the why, what and how…until now. Daniella Degrace, a Founder Advisor for Amity and former Vice President, Customers Success at Radian6 (Salesforce), provides the answers.
Smith+co CX
MARCH 10, 2014
'THE INTERNET OF THINGS enabling your fridge to talk to your kettle to talk to your spouse MOBILE EXPERIENCE which allows consumers to do everything on the move and may well help to solve the obesity crisis if only people can develop skinny fingers PREDICTIVE ANALYSIS means brands know what customers are going to do before they know it themselves (scary!
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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.
Touchpoint Dashboard
MARCH 11, 2014
'Today, customer experience is at the forefront of company strategy across industries worldwide. Customer journey mapping is universally seen as an ideal starting point to understand your business from your customer’s perspective, collect voice of the customer and other evidence, and put it all in one place.
Service Untitled
MARCH 10, 2014
'With happy customers comes repeat business, referrals, and of course loyalty; all adding to a customer oriented culture that ultimately places an organization as being more popular and valuable. The customer-centric legend, Zappos, an e-retailer with a unique approach to selling shoes and a variety of other merchandise, focuses its culture on pleasing the customer at a personal service level.
InMoment XI
MARCH 26, 2014
In yesterday’s blog, I discussed how Maritz Research has been studying the emotional side of customer experience over the past couple of years. I tried to highlight findings that clearly indicate it is essential for companies to understand and try to manage the emotional aspect of customer experience. Emotions are powerful drivers of customer decisions.
Win the Customer
MARCH 10, 2014
'With the growing number of channels by which customers can now contact businesses, call centers must adapt their strategy and structure to leave room for coordination, collaboration, and enhance the customer experience.
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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Amity
MARCH 5, 2014
Customer Relationship Management or CRM has fast become a term associated with multiple departments within an organization. CRM technology was positioned as organizing, automating and synchronizing sales, marketing, customer service and technical support. And although individuals in each of the departments will always have a vested interest in and interact with the customer, the focus of yesterday’s CRM systems was sales operations and sales automation.
Smith+co CX
MARCH 20, 2014
'So let’s get a little Professor Brian Cox * here. On first glance, electrons appear to behave in a predictable wave-like pattern, but quantum theory tells us that in fact the picture is much more complex. A bit like customer experience really. When we think about customer experience, we classically think about the linear or circular journey. As we are all realising however, we’re having to completely re-think this approach since the continued growth of digital and social channels means the cust
Aveus
MARCH 6, 2014
“My clients get paid for making successful decisions. My job is to provide the insights that increase the probabilities that they will make better decisions.” — Frank Pleticha. Frank and I reconnected recently. He had helped Aveus with our own customer experience research efforts some years ago and also assisted us on client work. Then we lost touch.
Service Untitled
MARCH 14, 2014
'Facebook gives organizations the opportunity to “WOW” customers with their human and approachable touch so important to building business, loyalty, and the development of a company’s brand. With over one billion active users, why not use Mark Zuckerberg’s brilliant social platform to help to build an audience, engage them in interesting conversation about one’s product or service, and then have the opportunity to convert visitors into more customers?
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.
InMoment XI
MARCH 7, 2014
Did you know today is Employee Appreciation Day? Since people are at the center of every service Maritz provides– whether it’s striving to understand customer satisfaction and loyalty or incenting employees to improve performance, we wanted to share a blog written by one of our sister companies. Our guest blogger is Kara Simon, the General.
Win the Customer
MARCH 5, 2014
'By taking into consideration all the variables such as employee skills, preferences, location, and assets needed, service businesses can increase their first time fix rates almost overnight.
Amity
MARCH 12, 2014
In a sobering post this week, Jason Lemkin asked if 5X is the new 2X? According to Lemkin, 500% growth is what it takes to be considered a hot SaaS startup today. If you want the best investors, the best talent and the best partners, you need to put some very impressive numbers on the board every quarter. Oh, and you have to achieve these targets while segmenting and driving down the Cost of Customer Acquisition (CAC) at the same time.
Customer Interactions
MARCH 6, 2014
'When Congress passed legislation to create the FirstNet (the First Responder Network Authority) just over two years ago, the idea of building a nationwide broadband network for first responders seemed a massive undertaking. Now that 2013 is in the rear view mirror, some would say it’s still a lofty goal, even though progress has been made. FirstNet is an independent group within the NTIA whose mission is to implement a nationwide interoperable public safety broadband network.
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
GetFeedback
MARCH 7, 2014
The“triple bottom-line” is a movement for companies to succeed in financial profitability, while still giving back to the community.
Service Untitled
MARCH 24, 2014
'Amazon’s $20 increase for Prime members certainly drew a lot of derogatory hoopla this past week with social media and forums all buzzing with criticism about the 25% hike. In fact, according to Brand Key, a loyalty consulting agency, Amazon’s ratings dropped from 93% to 83% two days following the hike. “Based on immediate Prime member reactions, they may have underestimated the negative effects of the increase,” stated Brand Key.
InMoment XI
MARCH 7, 2014
Did you know today is Employee Appreciation Day? Since people are at the center of every service Maritz provides– whether it’s striving to understand customer satisfaction and loyalty or incenting employees to improve performance, we wanted to share a blog written by one of our sister companies. Our guest blogger is Kara Simon, the General.
Win the Customer
MARCH 17, 2014
'Information is accessible at the click of a button, and customers are loath to be placed on hold. Studies have emerged that now endorse the significance of real-time data as it affects the customer service experience.
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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