Alida

JUNE 3, 2016

The days of data tables, 100-slide presentations and 300-page reports are done. Today, storytelling is the key to communicating research findings in ways that create impact. Storytelling is the best way to engage your audience and ensure that your message is received, understood, passed on and acted upon. One challenge researchers have to address is using storytelling in the context of evidence-based decision making.

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Presentation Entertainment Reference Communication 188

Experience Investigators by 360Connext

JUNE 30, 2016

The following is a Best of 360Connext post Brains are fascinating. The very thing that allows me to write this blog is both an abstract idea to me and a very concrete part of my anatomy. They are simple muscles in one regard and totally complex, almost spiritual, machines in another. The more we learn about […]. The post Changing Customer Behavior: Your Brain Loves a Story appeared first on Customer Experience Consulting.

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Consulting Blog Customers Customer Experience 173

Customer Bliss

JUNE 23, 2016

I talk often about customer experience , but recently I’ve heard from some followers that they’d like a bit more on customer retention. The first thing to understand about customer retention is that obviously it comes straight from customer experience. In short, if the customer experience is good, the customer retention is there. Also there: referral.

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InMoment XI

JUNE 22, 2016

The idea that employee engagement has a measurable impact on customer satisfaction and retention is intuitive. We understand a disengaged employee is less likely to provide a positive service experience (and even less likely to provide an exceptional one). When Sue is unhappy at work, she isn’t motivated to go above-and-beyond for a customer. She’s.

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Customer Satisfaction Measurement Article Customers 186

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Beyond Philosophy

JUNE 8, 2016

I’m happy to report that more and more companies realize that emotions are significant to the Customer Experience. It’s an excellent first step. But it isn’t enough. Thinking that emotions are important in Customer Experience, or even that positive emotions are important to our Customer Experience isn’t enough. In general, business needs to get specific about the emotions in their Customer Experience.

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Alida

JUNE 23, 2016

Founded in 1932, the New York-based grocer Price Chopper (known as Market 32 in some regions) operates 135 stores in the American Northeast. To accomplish a goal of elevating customer experience , the company engages with 5,000 customers through Food For Thought, a Vision Critical insight community first launched in 2012. The insight community provides ongoing feedback from customers and helps Price Chopper make better decisions about strategy, branding and marketing campaigns.

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Consumers Insights Retail E Commerce 150

Experience Investigators by 360Connext

JUNE 15, 2016

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. You may be among those who don’t have the resources necessary to improve the big picture, but you still have the power to improve customer […]. The post So You Have No Customer Experience Budget… Now What!?

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Customer Experience Consulting Customers Culture 160

Customer Bliss

JUNE 14, 2016

Episode Overview. In this episode, I have the pleasure of speaking with Parrish Arturi. Parrish is the SVP of Retail Service and Experience Delivery at Fidelity Investments. He’s no stranger to making the rounds on business journalism and customer experience shows — he previously appeared on the Fast Leader podcast and did a ‘Quick 6’ of questions with Customer Experience Matters.

Customer Experience 0

Customer Experience Leadership Customers Reference 0

OpinionLab

JUNE 2, 2016

We’ve talked a lot on the CX LabNotes blog recently about how to improve your website to ensure it helps you achieve your goals, specifically why complete redesigns often fail and the value of factoring what your customers think into any decision. It used to be that companies would be on a constant cycle of designing a new website, waiting for it to date and then starting the process again.

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User Experience Blog Customer Journey Insights 87

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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

Beyond Philosophy

JUNE 15, 2016

Over the past few months, some retailers have been experimenting with virtual reality. With sales lagging, they‘re hoping that in-store virtual reality experiences will be the magic ingredient that lures shoppers back. Now, though, eBay has announced that it is launching the world’s first virtual reality department store. eBay’s new venture is being rolled out in Australia in partnership with Australian retailer Myer, and it requires nothing more than a free smartphone app and a pair of cardboar

Entertainment 113

Entertainment Retail Loyalty Consulting 113

Win the Customer

JUNE 23, 2016

One of the big challenges for brands using social media for customer service —and also making an effort to proactively reach out to customers with live chat and chatbots on their website—is striking a balance between customer service automation and real human connections. If you’ve ever taken a science class, you’ve probably heard of the triple-beam balance.

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Connections Customer Service Social Media 2016 94

Alida

JUNE 27, 2016

Most companies today strive to become more customer-centric—it’s simply good business. They use customer feedback to make data-backed decisions, and rely on customer intelligence software like insight communities. At a recent Vision Critical meetup in New York City, three leading companies shared how they successfully introduced customer intelligence to their organization.

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Experience Investigators by 360Connext

JUNE 6, 2016

Do millennials really approach everything differently than generations before them? Or are the challenges of designing for them simply the same challenges as designing and delivering experiences for any group? Yes, millennials approach the world a little differently. But so does every generation. What should we remember as we design workplaces as we update customer […].

Customer Experience 169

Customer Experience Consulting Customers Innovation 169

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

JUNE 28, 2016

Episode Overview. Lesley Mottla was part of the senior leadership team that helped build Zipcar, a disruptive force in its industry. Now she has a customer experience leadership role at M.Gemi , where she’s trying to help disrupt the luxury shoe market. M.Gemi is a start-up and Zipcar was a start-up at the time, so we spend a good portion of this episode discussing customer experience lessons for start-up businesses.

Customer Experience 111

Customer Experience Leadership Feedback Customers 111

OpinionLab

JUNE 24, 2016

I recently returned from the CXFS conference in New Orleans. It was a really interesting event with some great content from some of the brightest customer experience experts at the biggest brands in the financial services industry. There were three main themes that kept coming up time and time again at the various sessions I attended: 1) Move from break-fix to break through.

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2016 Competitive Advantage Financial Insurance 79

Beyond Philosophy

JUNE 13, 2016

We’ve all encountered these people in the workplace. The guy who wanders around joking with everyone but never seems to do any actual work. The woman who files her nails when she should be typing a report. The slacker who…well…nobody actually knows where the slacker is or what he’s doing! Co-workers label these folks ‘lazy’ and resent them for not doing their share.

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Consulting Retail Measurement Article 113

Win the Customer

JUNE 7, 2016

From automated purchasing and shipping to simple returns and mobile-friendliness, these are the modern conveniences your online customers expect from your business. Today’s customer expects a lot. Online shoppers expect even more. And their expectations should not be ignored. In the United States alone there are more than 191 million online shoppers.

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Customer Expectations 2014 Social Media 2018 90

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

Alida

JUNE 29, 2016

Storytelling is the key to effectively communicating insight. A purposeful story creates impact in a way that data and spreadsheets alone can’t. A compelling narrative, paired with the right visuals, engages your stakeholders and helps people see your way of thinking, while making your story sharp, concise and convincing. The importance of storytelling and visuals informed the latest enhancement to Sparq, Vision Critical’s customer intelligence platform.

Communication 140

Communication Insights 2016 Innovation 140

Experience Investigators by 360Connext

JUNE 8, 2016

What do you think when someone tells you about something that’s “gone viral?” Do you think it’s a funny video? A cringe-worthy comment? A parody of the latest topic in the zeitgeist? I don’t know about you, but I don’t think of customer experience as a recipe for going viral. Cat videos? Absolutely. Great customer service? […]. The post Why Positive Word-of-Mouth is Insanely Powerful appeared first on Customer Experience Consulting.

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Consulting Customer Experience Customer Service Customers 154

Customer Bliss

JUNE 9, 2016

“Proactive experience reliability and innovation” — which is another way of discussing design for reliability — is one of my five customer experience competencies , which I’ve developed over 30+ years of doing this customer-driven work with companies of all sizes. In Episode 3 of my new podcast , I talk a good deal about design for reliability with Scott Dille, a Senior Vice President at Northern Trust.

Customer Experience 169

Customer Experience Touchpoint Innovation Books 169

ShepHyken

JUNE 14, 2016

John DiJulius on Secret Service & The Customer Service Revolution. Shep Hyken speaks with John DiJulius, international consultant, best-selling business author and owner of the award winning John Robert’s Spa. John shares ideas from his latest book, “The Customer Service Revolution.” They discuss the radical overthrow of conventional business mentality which is transforming the employee and customer experience.

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Books Consulting Loyalty Brands 85

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

JUNE 27, 2016

We all know that internet consumers have the attention span of a flea. If something doesn’t immediately grab their interest, they’re likely to be off to the next website within seconds. This is a challenge for companies that depend on their websites to attract and engage customers. If customers don’t like what they see, they’ll click away before the company has a chance to sell itself.

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Books Webinar Customers Customer Centricity 113

Experience Matters

JUNE 14, 2016

USAA earned the highest score in the 2016 Temkin Customer Service Ratings for the fourth year in a row. These Ratings evaluate the customer service of 277 companies across 20 industries based on a study of 10,000 U.S. consumers (see.pdf with full list of companies). You can see all of the company data on the Temkin Ratings website. […].

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2016 Customer Service Consumers Customers 90

Alida

JUNE 16, 2016

If you work in customer experience (CX), you probably already know Jeanne Bliss. A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. As we recently announced, Bliss is one of the keynote speakers at the upcoming 2016 Customer Intelligence Summit in Chicago. Her presentation at the Summit, The Five Decisions of Beloved and Prosperous Companies , will reveal actionable tips on how companies can transcend nor

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Experience Investigators by 360Connext

JUNE 22, 2016

What do customers talk about after interacting with your company? Most likely, one of two things happens. They tell their friends all about the painful, frustrating experience of an interaction gone wrong. Or…they tell their friends how happy they were with the service of such an exceptionally helpful, friendly representative for your company. In fact, these […].

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Customer Service Training Customer Service Consulting Interaction 137

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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