Experience Investigators by 360Connext

AUGUST 24, 2015

Did you know that by 2016, 89% of companies will compete mainly by the customer experience they provide? Are you preparing your customer experience strategy for this? Your survey data and customer dashboards only tell part of the story. The last quarter of the year is the perfect time to set your customer experience strategy up […]. The post Get Your Experience Strategy Ready for the 4th Quarter!

2016 271

2016 Consulting Customer Experience Workshop 271

InMoment XI

AUGUST 26, 2015

Many companies treat Customer Journey Mapping (CJM) as a major undertaking, and for good reason. For those who have never done CJM, a first-time journey map can provide valuable insight into how customers experience the brand. It brings employees across the enterprise to a greater awareness of customer needs. It highlights major customer pain points.

Customer Journey Mapping 346

Customer Journey Mapping Customer Journey Article Insights 346

Customer Bliss

AUGUST 20, 2015

I’m introducing a new word for you to consider: desire. Its time to replace the word ‘loyalty’ with the word desire. What I’ve experienced and observed is that ‘loyalty’ can be something to go get from customers, rather than something to be earned. Loyalty is often defined in this manner because someone has run numbers to correlate that customers who own two products rather than one are more loyal or worth more.

Chief Customer Officer 234

Chief Customer Officer 2015 Loyalty Innovation 234

Beyond Philosophy

AUGUST 20, 2015

Your brain makes up 3% of your total body weight. However that 3% of your body weight takes 20% of your body’s energy to run. As highly evolved humans, we are always looking for ways to preserve energy, and one of the ways we do this is relying on habit. It’s important for Marketers to understand customers’ habits when marketing to them. We engage in habits every day.

Airlines 166

Airlines Customers Books Reference 166

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Customers That Stick

AUGUST 19, 2015

Restaurants are one of the few truly universal industries because almost everyone has familiarity with them. From a customer service perspective, this makes restaurant customer service particularly challenging because almost every customer has both established service expectations and well-formed service triggers. Those expectations are often pegged to price or to impressions created by the physical environment.

Customer Service 163

Customer Service Customers Communication Brands 163

Experience Investigators by 360Connext

AUGUST 11, 2015

A few weeks ago, I had the privilege of being invited to an event sponsored by Freshdesk as part of their Customer Happiness Tour. The intimate event was a chance to get to know customer experience leaders from brands in the Chicago area, as well as hear speakers from Zappos and Judson University. Happy to […]. The post Customer Happiness Lessons for Any Company, Courtesy of Zappos appeared first on Customer Experience Consulting.

Events 223

Events Consulting Customers Customer Experience 223

InMoment XI

AUGUST 12, 2015

Running a modern customer experience (CX) program has come a long way in sophistication and effectiveness from the days of paper surveys, manual reporting, and delayed response to customer feedback. Today’s modern CX programs are integrated into the customer’s journey, leverage all available interaction channels, respond to customer input in real-time, and drive iterative improvement.

Article 225

Article Feedback Interaction Customer Experience 225

Customer Bliss

AUGUST 18, 2015

To enable a new state of customer listening, take these three actions: 1. Collect feedback from multiple sources to tell the comprehensive story of customers’ lives. When multiple sources of feedback point to the same issue or opportunity, you’ll see the company debate halt. There is power in convergence. 2. Build one-company categorization of issues, so that they roll-up to volumes that command attention. 3.

Presentation 215

Presentation Reference Feedback Customers 215

Beyond Philosophy

AUGUST 18, 2015

I often say people are irrational, but only because they are. We all do irrational things. We like to think we make logical decisions based on rational thinking all the time, but we don’t. The truth is, your mind plays tricks on you every day, and many times, it’s in one of three ways. In “ Thinking Fast and Slow ,” Professor Daniel Kahneman, Nobel Memorial Prize in Economic Sciences recipient in 2002, explores why our mind plays tricks on us.

2002 165

2002 Books 2015 Reference 165

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Win the Customer

AUGUST 25, 2015

According to the American Express Global Customer Service Barometer, customers are twice as likely to share bad customer service experiences than positive ones. Unfortunately a bad review can take hard work to reverse. Parature’s infographic shows it takes 12 positive customer service experience to make up for one negative one. Businesses can stay ahead of […].

Customer Service 137

Customer Service Customers Communication Customer Experience 137

Customers That Stick

AUGUST 4, 2015

We’ve all had that awkward moment. We’re shopping in a store or asking about the product we ordered, and the frontline rep we’re interacting with starts to overshare. We hear about their life story, about the seven week saga that led to the order being delayed, or about how much they hate their job. It’s a case of TMI (too much information), and in customer service, it can be deadly.

B2B 133

B2B Information Customer Service Interaction 133

Experience Investigators by 360Connext

AUGUST 19, 2015

Did you know customer experience is the new: marketing customer advantage trend in business user interface answer ???? No. It’s not. It’s not any of these things, and yet I keep seeing blog posts and articles and podcasts and books that make these claims. It’s not new. It’s not a trend. And it’s not only […]. The post What Customer Experience Is NOT!

Customer Experience 235

Customer Experience Books Consulting Blog 235

InMoment XI

AUGUST 10, 2015

Ingrid Lindberg shares three pieces of advice for people taking over customer experience roles. Ingrid has served as Chief Customer Officer of several large healthcare corporations and currently helps CXOs and others running customer experience programs throughout the country as a consultant and speaker. If you’re a CX pro, do you agree with Ingrid’s advice?

Chief Customer Officer 210

Chief Customer Officer Healthcare Consulting Article 210

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

Customer Bliss

AUGUST 25, 2015

When you deliver a reliable experience, you earn the right to your customers’ story through word of mouth. And your customers will come back because they want to have your experience again. There are three repeated customer experience points that customers talk about through social media. When the three are delivered consistently, they earn you the right to new customer growth without the acquisition cost, plus organic growth from your existing customers.

Social Media 201

Social Media Customers Customer Experience Innovation 201

Beyond Philosophy

AUGUST 25, 2015

Performance reviews are part of most employer/employee relationships. However, recent developments show that improving employee experience involves finding new ways to give employees feedback to improve motivation and success. Annual reviews are likely to get a resigned sigh out of most managers. After a less than insightful review, most employees might sigh as well.

Employee Experience 167

Employee Experience Books Culture Reference 167

Win the Customer

AUGUST 1, 2015

Like many aspects of business, customer service is an ever-evolving part of everyday operations that is constantly changed by developments in technology. Customer expectations have changed in the information age, and many businesses are falling behind – Fonolo reports that only 26 percent of consumers had a positive response when asked if they thought customer […].

Technology 136

Technology Customer Service Customer Expectations Consumers 136

ijgolding

AUGUST 20, 2015

I was inspired to create my own methodology for writing Customer Experience Reviews by reading and watching the plethora of infamous restaurant critics who are regularly in the public eye. Apart from the fact that I have always been envious of anyone who gets PAID to eat in the best restaurants all over the world, I wanted to not just critique organisations I interact with, but to create a way of reviewing Customer Experiences to help others understand the significance of the ‘end to end&#

Customer Experience 121

Customer Experience Customers 2015 Travel 121

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

AUGUST 13, 2015

A common refrain in customer experience circles is that to deliver a winning experience, you first need to empower your employees. But does it work? And what does employee empowerment really mean? In an ideal world, employees are empowered to use their best judgment to resolve customer issues without needing to seek approvals, jump through […].

Consulting 196

Consulting Customer Experience Customers Culture 196

PeopleMetrics

AUGUST 27, 2015

Selling in the business-to-business (B2B) space is complicated. In fact, if you watch a B2B sales manager for any length of time, there’s a 97.4% chance s/he’ll stare longingly out the window, sigh, and dream about selling in a retail setting. OK, I made up that statistic. (But I’m 97.4% sure it’s true.). A B2B sales manager’s job is essentially to coax a prospect into buying a problem-solving machine.

B2B 111

B2B Customer Experience Sales Customer Experience Professionals 111

Customer Bliss

AUGUST 6, 2015

When the power core is the customer, passion for customers prevails. Leaders are close to the customer and it’s often that leaders’ passion that built the business. Employees feel the handoff of that passion from founder through the ranks of the company is an inheritance. They know it’s theirs to pass on and nurture. Company decisions emanate from understanding what will drive the greatest value to customers in the short and long terms.

Customers 199

Customers Customer Experience 199

Beyond Philosophy

AUGUST 6, 2015

A definite link exists between Employee Engagement and Customer Experience. In spite of this, many organizations choose to keep their Employee Engagement programs and their Customer Engagement programs separate. However, linking the two areas is key to having success in both. Aetna made headlines when they gave their lowest-paid workers a raise to $16/hr.

Call Center 165

Call Center Insurance Culture Banking 165

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

Win the Customer

AUGUST 14, 2015

One of the most frustrating elements of customer service online is a service provider with a terrible Website. Nothing says you don’t care about your customers or their customer experience more than by not investing in the right online experience or letting your Website commit the unpardonable sins of bad Web experience. How important is […].

Customer Service 126

Customer Service Online Experience Customers Customer Experience 126

ClearAction

AUGUST 29, 2015

3 Types of Customer Experience Action Essential to ROI. Most things in life need ALL their ingredients to function as intended. Miss the eggs in a cake recipe, forget earbuds for your iPod nano, omit the submit button on a form, arrive at an airport without your luggage, get no sleep in a 24-hour period — you get the picture. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop.

ROI 117

ROI Customer Experience Culture Customer Experience Management 117

Joe Rawlinson

AUGUST 12, 2015

The University of Southern California defines consumer psychology as the study of how consumers are influenced by their environment about how they think, feel, reason and select between different brands, products and retailers. It’s humbling to think that emotions are the driving force behind sales instead of logic, but study after study shows spending happens more in a state of euphoria.

Social Media 150

Social Media Healthcare Consumers Advertising 150

InMoment XI

AUGUST 26, 2015

Many companies treat Customer Journey Mapping (CJM) as a major undertaking, and for good reason. For those who have never done CJM, a first-time journey map can provide valuable insight into how customers experience the brand. It brings employees across the enterprise to a greater awareness of customer needs. It highlights major customer pain points.

Customer Journey Mapping 150

Customer Journey Mapping Customer Journey Article Insights 150

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