InMoment XI
APRIL 12, 2017
Customer centricity is the idea that organizations should not only serve their customers, but also get “close to them” — understand what they value, deliver exceptional experiences and memories, and work to build relationships. In a 2011 article in Fast Company, author Brian Solis wrote: “It’s not just about communicating with customers, it’s about showing.
Experience Investigators by 360Connext
APRIL 17, 2017
Have you ever had to deal with a customer who was really angry? While most days aren’t perfect, if generally takes a lot for us to get red-in-the-face angry. Of course there are exceptions to this rule, and some people are just plain nasty. But most of us don’t set out looking for conflict, and that includes your customers. So let’s talk about when customers are furious- when they are so angry they yell at representatives of your company.
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Alida
APRIL 4, 2017
Half of shopping malls in the United States will either close down or suffer steep decline in the next few years, according to one industry analyst. Though brick and mortar sales are down only five percent since 2015, the closure of many anchor tenants has significantly impacted shopping malls. Brick-and-mortar is making a comeback , but many retailers struggle to drive sales.
Customer Bliss
APRIL 4, 2017
Episode Overview. Southwest Airlines has an industry-standard approach to promoting people from within. Sonya LaCore actually began as a flight attendant, rose through many levels of service leadership with in-flight crews, and today is the leader of all in-flight operations. This conversation is about that journey, her calling to serve, and more. About Sonya.
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
Beyond Philosophy
APRIL 5, 2017
Of course, we all make mistakes. Some of us make mistakes multiple times a day. Businesses need to be mindful of mistakes they make that impact their employees and customers. Company Apology Guidelines. A Company needs to have clear guidelines for handling a mishap and how to deliver an apology message. Also, someone in a Senior role needs to sound remorseful and express truthfulness when something wrong has occurred.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
QuestionPro Audience
APRIL 13, 2017
Ok, I couldn’t help myself here. I’m playing off the title of a great satirical book by Al Franken, a comedian who later became the Democratic Senator for the State of Minnesota. According to the experts, and Franken would agree, we’re all a bunch of liars. If you don’t believe me, google it. The only item in dispute is the number of times per day we lie.
Experience Investigators by 360Connext
APRIL 3, 2017
Ever hear of a “stop doing” list? All the cool kids and productivity gurus have mentioned them. The idea is to create a not-to-do list so you are reminded of tasks you should delegate, ignore, or intentionally decide to cease. Thinking in these terms, here’s a quick list for 3 things to add to your stop doing list for the second quarter.
Alida
APRIL 19, 2017
A renowned luxury fashion brand announces deep job cuts. A multinational discount shoe retailer files for bankruptcy protection. A major department store chain, once the biggest name in retail, admits that its future is now in doubt. These examples are just a sampling of the stunning headlines coming out of the retail sector. Dubbed the “retail apocalypse,” the recent wave of retail closures is one of the biggest the business world has ever seen.
Customer Bliss
APRIL 27, 2017
After a few days and posts covering the United Airlines incident, I want to briefly turn attention to omnichannel. You probably know what omnichannel means, but a quick definition is always helpful. It refers to the various touch points by which a business/organization can reach a customer. The idea — and the ideal — is to get the offer in front of them at the time they’re most likely to be interested.
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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Beyond Philosophy
APRIL 18, 2017
Every company has ups and downs, but what if yours has had a few quarters of disappointing revenue? You might be thinking it’s time for a big marketing investment, but where would you focus your energy? A. On rewarding regular customers with promotions to keep them coming back. B. On improving the customer’s experience at the time of purchase. C. On providing comparison shoppers with rational reasons to choose your product over another one.
GetFeedback
APRIL 19, 2017
In the financial services industry, client relationships hinge on more than just customer service.
Win the Customer
APRIL 6, 2017
Customer relationship management software has become an essential sales tool for businesses. The global CRM market grew 12.3 percent from 2014 to 2015, from $23.4 billion to $26.3 billion , Gartner reported. By 2020, the market is expected to be worth $48.4 billion. As CRM use has grown more widespread, the number of CRM options available to businesses has proliferated.
Experience Investigators by 360Connext
APRIL 24, 2017
I’ve been so fortunate to work with some really great people. Many of these were clients who were charged with leading customer experience change within large companies. There are so many challenges in these positions. In most cases, it’s new philosophy, limited staff and authority, and typically a culture straining against the wave of change that is required with a successful customer experience strategy.
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Alida
APRIL 5, 2017
Long after the Affordable Care Act spurred a shift from fee-for-service to value-based , patient-centric care, many health care providers are still at a loss. What exactly does “patient-centric” care mean? What does it look like, and how should providers implement it in their practices and hospitals? Enter: The kings of customer-centric service, interaction and engagement—retail brands.
Customer Bliss
APRIL 6, 2017
eConsultancy just put out a guide around customer experience best practices , some of which are detailed in this blog post. Two stats jumped out at me right away — and those two stats are indicative of problems that some CX teams are having. Good news, though: they are also indicative of opportunities for growth and revenue within your organization.
Beyond Philosophy
APRIL 19, 2017
A new Kibo study called the “ Consumer Trends Report, 2017 Edition ” reveals that 76% of respondents research prices on a product they want to buy, up 10% from the year previous. Moreover, 68% said price is the biggest reasons they shop where they do. These numbers would lead one to believe that price is still king in Customer Experience, but one would be wrong.
ShepHyken
APRIL 7, 2017
This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Complaints are opportunities to show how good you can be. – Shep Hyken. Treasure the learnings to maximize business earnings! Disappointments can be delightful! The way you look at the issues can make a huge difference in resolving them.
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
Michelli Experience
APRIL 5, 2017
I am a huge proponent of the concept behind the Net Promoter Score® (NPS)®. As you likely know the NPS® is calculated by asking customers: How likely is it that you would recommend our company/product/service to a friend or colleague? Respondents are given choices on a zero to 10 point scale. Those who indicate 9 or 10 are classified as promoters, 7 and 8 are referred to as passives, and respondents who answer 6 or below are viewed as detractors.
Experience Investigators by 360Connext
APRIL 28, 2017
It’s all about your people. And it’s also about…your people. Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. They are valuable reminders of how customers are people, and they respond best to people who understand their situation, and better yet, understand how important their roles are in delivering an exceptional experience.
Alida
APRIL 11, 2017
One in three Americans would avoid owning car if they could. That’s one of the startling findings in the first annual Mobility Study , a report on changing automotive consumer preferences. The study, conducted by the automotive consulting firm Vision Mobility, also found that people in large cities were more likely to have ambivalent feelings about owning a car.
Customer Bliss
APRIL 11, 2017
Episode Overview. Brian Andrews is a pioneer in the implementation of NPS – the Net Promoter System™. We talk about his journey in figuring out exactly what it was, well before Fred Reichheld wrote his ground-breaking book. Here, we discuss the critical factors in embedding this approach not as survey-score chasing, but business transformation.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Beyond Philosophy
APRIL 24, 2017
Lying is a rotten thing to do. However, the more you do it, the less rotten it seems. Or at least that’s what a recent study about lying revealed. The researchers, including Dan Ariely , author and Professor of Psychology and Behavioral Economics at Duke University, wondered if your brain adapted to being deceitful. To find out, the research team put participants in an fMRI machine (functional magnetic resonance imaging) to see what happened when they lied.
PeopleMetrics
APRIL 10, 2017
Too many businesses put all their efforts towards optimizing their sales funnels and forget about what comes after a customer makes a purchase. The sale is the beginning of your customer relationship, not its culmination. Continuing to build the relationship can turn a customer from a one-time buyer to a true fan and promoter of your business. Promoters are more likely to share their positive opinions about your business, either by writing reviews or defending your company against criticism.
ShepHyken
APRIL 26, 2017
Every week I stay at different hotels around the world as I travel for my speaking engagements. And, every morning I get up in these hotels and take a shower. I reach in to turn the knob for the water, which is usually a few feet below the showerhead. I turn the knob to what I hope is the correct water temperature and pull my arm out just as fast as I can – to avoid the cold water that is about to shoot out of the nozzle and hit my arm or other parts of my body.
ijgolding
APRIL 4, 2017
There are certain things in life that are indisputable. Money does not grow on trees, is just one example. The earth is round, is another. Additionally, it cannot be denied that we – that is you and I – in fact all people on the planet – are human beings. I know that often human beings behave in a way that puts our humanity in doubt, yet even though not all people share the same moral or ethical code, we are all humans nonetheless.
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