Win the Customer
FEBRUARY 10, 2014
'Millions of words are used each day in customer service communication; three little ones have great power to destroy your customer service experience and should be avoided at all cost. Studies have shown that vocabulary is a good predictor of success. Those who a greater mastery of language and the ability to communicate have greater […].
InMoment XI
FEBRUARY 26, 2014
Today we post the last of 4 segments on The Future of Customer Experience. Thanks to those who have sent me notes. Any and all comments are certainly welcome. @christravell.
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PeopleMetrics
FEBRUARY 17, 2014
'Customer Experience professionals often face a daunting task: getting executives to truly care about the customer experience. While executives often talk about customer experience and its importance to the business, sometimes their actions indicate that they do not identify with customers the way the Cx team does. With competing priorities around revenue growth, operational efficiencies, and innovation, customers are often an afterthought on the executive agenda.
Service Untitled
FEBRUARY 21, 2014
'If you have ever tuned into the CBS show “Undercover Boss” where owners and corporate executives work undercover to examine their own companies, it is indeed an interesting concept that has aroused some significant awareness and changes in organizations. Of course, there’s always some interesting drama associated with the television production, but it’s that individual attention and demand for fair treatment and loyalty that sustains success and growth for all of us.
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Amity
FEBRUARY 13, 2014
It’s that time of year again – when hearts are aflutter, your local florist has a banner day and somewhere a marriage proposal is likely going to take place. However, this Valentine’s Day, along with showing your affection for a loved one, share some of that love with your customers. As the most important asset to your business, customers tend to share a lot of love with your company every time you engage with them.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Win the Customer
FEBRUARY 10, 2014
'Is there a relationship between the size of a company and its ability to deliver quality customer service? What does it mean for business success?
InMoment XI
FEBRUARY 26, 2014
Earlier this week, I shared the story of British clothing designer, Boden, and why I appreciate the personality that defines their catalogue, website and brand. This personality extends beyond marketing into their customer experience research through the use of clever, quirky and straightforward survey invitations signed personally by the founder. Customers today are looking to.
PeopleMetrics
FEBRUARY 5, 2014
'I''ve Got Customer Experience Data. What Now? So you are getting ready to update the C-Suite on your customer experience metrics. You’ve collected lots of customer experience data, you have a bunch of insights, perhaps you have a deck of beautiful slides, filled with graphs and tables and statistically significant differences. But your biggest challenge is in being able to influence this team of execs to take action on what you tell them.
Smith+co CX
FEBRUARY 19, 2014
'Every brand wants a relationship with its customers. We want them to like us; even love us, and love only us - forever. Customers too want to be loved, but do they think about their interaction with a brand as a relationship? It seems they do. The annual Edelman survey found that increasingly customers are choosing brands on emotional and relationship-based criteria.
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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.
Amity
FEBRUARY 18, 2014
Geoffrey Moore recently published a new edition of his classic high-tech marketing book, Crossing the Chasm , updated to be relevant for today’s markets. While the core model is unchanged, Moore makes it clear that ‘Crossing the Chasm’ is strictly a B2B model. To address newly relevant B2C markets, Moore adds a new model as an appendix. The Four Gears Model for Digital Consumer Adoption.
GetFeedback
FEBRUARY 14, 2014
I conducted an informal survey today, asking 22 residents of my hometown, Charlotte, North Carolina, what they liked best about our city.
Win the Customer
FEBRUARY 3, 2014
'Everyone uses customer service. Although it''s easy to be upset with the bad customer service, getting good customer service isn''t as easy as you think.
InMoment XI
FEBRUARY 26, 2014
Today we post the last of 4 segments on The Future of Customer Experience. Thanks to those who have sent me notes. Any and all comments are certainly welcome.
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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PeopleMetrics
FEBRUARY 27, 2014
'Those working as customer experience professionals are fighting to get attention from busy executives. How do we get executives to understand and care about the customer experience? In last week''s article, Creative Ideas to Gain Executive Attention and Empathy for Customers , we said that executives need to feel and truly understand who their customers are and what it is to be a customer of their company.
Smith+co CX
FEBRUARY 6, 2014
'This is the conclusion of Forsee in its latest Customer Experience Index, where Amazon hit top spot for best mobile retail experience - a testimony to the online giant’s brilliance in making it quicker, cheaper and simpler for the consumer to buy almost anything. And through its mobile app, it not only enables, but encourages its customers to compare prices of various products while walking in different stores - before, of course, buying from Amazon.
Amity
FEBRUARY 11, 2014
Wow – how could an industry with the words customer + success have a problem? Those two words combined speak to all things positive and problem free. So what could possibly be wrong? Data. Big data, small data – all of that data! There certainly isn’t a lack of it. As a matter of fact there is probably too much of it – way too much of it to wade through.
GetFeedback
FEBRUARY 5, 2014
GetFeedback for Salesforce delivers an integrated offering that allows you to create branded, mobile-ready customers surveys.
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.
Win the Customer
FEBRUARY 19, 2014
'Internal customer service, or servicing those who service your customers is vital to any business progressing, properly functioning, and continuing to establish a patter of exceptional customer experiences. As companies focus intently on improving the level of customer service they offer to clients, the quality of internal interactions within the business can become overlooked.
InMoment XI
FEBRUARY 26, 2014
Earlier this week, I shared the story of British clothing designer, Boden, and why I appreciate the personality that defines their catalogue, website and brand. This personality extends beyond marketing into their customer experience research through the use of clever, quirky and straightforward survey invitations signed personally by the founder. Customers today are looking to.
Upwave
FEBRUARY 18, 2014
Online marketers have a plethora of web tools at their disposal. We at Upwave are happy to see online marketing surveys becoming a more popular one, since they can inform a wide variety of business decisions. Marketers have used our consumer survey service in many clever ways, so we wanted to share some highlights: Defining your demographic. When developing a product or service, it’s essential to determine your target customer.
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
Touchpoint Dashboard
FEBRUARY 10, 2014
'“Most failures in industry are not that people can’t solve problems; it’s that they’re not always great at identifying the right problems to solve.” - John Kembel, Stanford d.School When John Kembel, founding member of the prestigious Stanford d. School, spoke those words at the recent Boulder Innovation Executive Forum, you could almost hear the […].
Amity
FEBRUARY 18, 2014
In Part 1 we expanded Geoffrey Moore’s Four Gears model to this emerging B2B model ( SaaS 2.0 ) In this post we will examine how to operationalize the four gears. Over the past few years the B2B business model has evolved from a ‘Land and Maintain’ model to a ‘Land and Expand’ model. Four Gears Model for B2B SaaS. Of the Four Gears in the new B2B model (Land, Convert, Expand, and Enlist) all but the Land gear are relatively recent additions to the model.
Win the Customer
FEBRUARY 17, 2014
'Having to work in a team, and developing better customer service teamwork is one of the fundamental keys to a consistent customer experience.
InMoment XI
FEBRUARY 26, 2014
Today we post the last of 4 segments on The Future of Customer Experience. Thanks to those who have sent me notes. Any and all comments are certainly welcome.
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