Alida

JULY 19, 2016

It’s impossible to overstate the urgency for businesses to understand Millennials, the generation born between 1980 and 1995. In the U.S. alone, Millennials number 80 million, and control over $600 billion in annual spending. Also known as Gen Y, this cohort already has enormous impact on society and the economy. In a new comprehensive report, Vision Critical, in partnership with the insights consultancy Maru VCR&C, set out to uncover truths and bust myths about this elusive generation.

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Customer Bliss

JULY 13, 2016

Guest Post by Chip R. Bell. Chip R. Bell is a renowned keynote speaker and the author of several best-selling books. His newest book is Sprinkles: Creating Awesome Experiences Through Innovative Service. He can be reached at www.chipbell.com. How’s Everything? Ever had a maitre’d, waiter or waitress saunter up to your table and ask the ubiquitous “How’s everything?

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Feedback Books Customers Insurance 169

InMoment XI

JULY 26, 2016

Telecom Dream Becomes Nightmare But Has Happy Ending Recently, I needed to have a hard-wired internet line installed at my house to be better able to work remotely. We already had service with this Internet Service Provider (ISP) but my wife had been involved with the original installation of the service. This time around, it. View Article.

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Customer Experience Article Customers 231

Experience Investigators by 360Connext

JULY 27, 2016

You only know what you know. That’s the insurmountable truth about each human’s perspective. Our lens is just that – ours. This is a particular challenge in customer experience. Think about it. Not only do you only know what you know – but your customers are each individual human beings, too. (And yes, this also […]. The post 3 Ways to Expand Customer Experience Consciousness appeared first on Customer Experience Consulting.

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Advertiser: ZoomInfo

As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.

Definition

Beyond Philosophy

JULY 11, 2016

In case you missed it, the world has gone online! If you haven’t gone online with your Customer Experience, too, it’s time. To be honest, if you haven’t begun, you’re late. The digital transformation of your present Customer Experience is long overdue. Consider this graph of which devices customers use at home: Nearly everyone has a computer or smartphone, and close to three quarters have a tablet.

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Customer Centricity Consulting Presentation Social Media 122

Alida

JULY 28, 2016

The following is an excerpt from the e-book Big Data and Beyond. To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data.

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Customer Bliss

JULY 26, 2016

Episode Overview. Welcome back to The Chief Customer Officer Human Duct Tape Show. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. Renee’s path to customer experience leadership is one I like to highlight because she earned her role through the years by proving her ability to lead and run a successful operation.

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Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

InMoment XI

JULY 21, 2016

Customer loyalty isn’t the same in every industry. The biggest overall differentiators are the length of the customer life cycle, the number and frequency of interactions, and the emotional engagement in every buying event. For example, in the automotive industry, on average, a new car is bought every four years and for some customers, a. View Article.

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Automotive Events Loyalty Article 150

Experience Investigators by 360Connext

JULY 21, 2016

One of the most rewarding parts of being a Customer Experience Investigator™ is when a client and I gather people from all departments of their organization to map the customer touchpoints. We call these CXI® Touchpoint Discovery Workshops because they are not only about the actual touchpoint mapping, but about seeing the customer journey from a […].

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Touchpoint Workshop Customer Journey Consulting 165

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Beyond Philosophy

JULY 25, 2016

The other day, I walked into a coffee shop that smelled like a damp basement. It only took me a couple of minutes to decide that I didn’t really want coffee after all. That same week, I was walking through an airport when I smelled the aroma of hot cinnamon rolls. Cinnabon was calling me. Even though I wasn’t hungry, I wanted one of their hot, gooey, calorie-laden treats.

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Consulting Retail Books Customer Experience 121

OpinionLab

JULY 28, 2016

The first commercial mobile phone came to market in 1983. It was the Motorola DynaTac, the “brick” made famous by Gordon Gecko in the movie Wall Street, and it cost you a cool $3995.00. It wasn’t smart at all. And, it was the only game in town. 33 years later and times have changed. Today, you can choose from hundreds of smartphones and tablets from dozens of manufacturers.

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Win the Customer

JULY 13, 2016

Marks & Spenser, the U.K.’s largest chain store, has decided to stop playing music in its stores following feedback from customers, the retailer announced at the end of May 2016. For the past 10 years, M&S had been playing piped music in its 852 stores, following the example of many other retailers. Complaints from customers and anti-noise groups, coupled with extensive research, prompted the policy change.

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Customer Bliss

JULY 14, 2016

Short post this week as I’m in the middle of moving, but I wanted to take a few seconds and discuss leadership accountability as relates to customer experience. In the writings and speeches I’ve done, I commonly refer to this as “one-company leadership.” That’s where you need to get to as an organization. The entire company, beginning with the senior leadership team, needs to be on the same page with regard to what the customer experience is — and why it’

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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.

Voice of Customer

InMoment XI

JULY 21, 2016

Customer loyalty isn’t the same in every industry. The biggest overall differentiators are the length of the customer life cycle, the number and frequency of interactions, and the emotional engagement in every buying event. For example, in the automotive industry, on average, a new car is bought every four years and for some customers, a.

Automotive 150

Automotive Events Loyalty Article 150

Experience Investigators by 360Connext

JULY 14, 2016

Should pricing be considered part of the customer experience? YES. The post How Does Pricing Affect Customer Experience? appeared first on Customer Experience Consulting.

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Beyond Philosophy

JULY 18, 2016

Many of you will have seen this video of a little girl whose parents surprised her with a new doll? The doll is special because it has a prosthetic leg – just like its recipient. It’s hard not to get choked up as you watch her burst into tears as she hugs her new friend for the first time. The girl’s parents posted the video on Facebook and it quickly went viral.

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ijgolding

JULY 18, 2016

Before I start this post, I must first make a couple of sincere apologies. As a result of travelling a great deal, I often write about my experiences of doing so. Some of the best and worst experiences I have ever had have been whilst travelling. I acknowledge how lucky I am to go to the places I do and want to apologise to those who tire of reading about my highs and lows around the world.

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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

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. One of my favorite ideas in the article is when employers enable employees to take ownership of their jobs and any issues that may present themselves.

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Customer Bliss

JULY 5, 2016

Episode Overview. Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. She describes the transformation she is leading for one of the largest national healthcare providers. From assessing the many operations and variations of service to uniting the C-Suite and CEO focus, Natalie walks through her detailed plan with practical advice on how to ensure the work from getting

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Healthcare Customer Experience B2C Net Promoter Score 0

InMoment XI

JULY 21, 2016

Customer loyalty isn’t the same in every industry. The biggest overall differentiators are the length of the customer life cycle, the number and frequency of interactions and the emotional engagement in every buying event.

Automotive 150

Automotive Events Loyalty Article 150

Experience Investigators by 360Connext

JULY 6, 2016

Customer feedback is customer experience gold. That’s why there are transaction surveys, experience surveys, customer interviews, customer focus groups (although you know I’m not a fan) and many, many formal ways to gather feedback and use it to improve the experience. But many customers don’t want to answer your survey questions. They’d rather tweet about […].

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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

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. Three Truths Every Marketer Should Know about CX in China. China is still in the early stages of Customer Experience discovery. China sees us as the thought leadership of Customer Experience.

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Amity

JULY 13, 2016

Customer Support and Customer Service have been around for decades. These were the necessary evils of the traditional sector – the old-model reactive break/fix cost center – to resolve problems resulting from breaks and service interruptions. The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization.

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Customer Success Blog Consulting Metrics 81

ShepHyken

JULY 13, 2016

Customer Experience. We had a reservation Friday night at a restaurant for 7:30. We arrived on time, if not a few minutes early. There were two tables that were available, right in the middle of the restaurant. However, the hostess was looking in other parts of the restaurant. I pointed at one of the open tables and asked if we could sit there. She said, “No.

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Customer Bliss

JULY 7, 2016

My goal in coaching leaders and bringing them together is to create an engaged community that learns from one another. Fearlessly, with no holds barred. That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. That is also behind why I have launched a customer experience podcast series – so that we can hear each other’s’ voices and celebrate in our successes and learn from our challenges.

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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