eglobalis

NOVEMBER 12, 2017

This article will help you as a leader to decide or help your teams to decide where to cut useless features and functionalities. There is no sustainable customer experience without its real pillars: quality, design, great products, services and a human-centric design. The post Why Customer Experience & Tech are about Less than More? Stop Counterintuitive Design & Cut the Waste appeared first on Eglobalis.

Customer Experience 245

Customer Experience Article Customers Customer Experience Design 245

InMoment XI

NOVEMBER 16, 2017

From the blog: CMO from IDG, DOCUMENT STRATEGY Greater choice in the superannuation sector means customers are expecting more than just low management fees and high return, they’re expecting a superior experience. To find the insights that matter and act on them across all departments from marketing, operations to customer service teams, the Retail Employees Superannuation.

Voice of Customer 150

Voice of Customer Document Retail Blog 150

Beyond Philosophy

NOVEMBER 13, 2017

After my wife Lorraine and I ordered dinner in a restaurant the other night, I decided to have a glass of wine. Now, where was our waiter? I looked around and realized I didn’t have a clue what he looked like. So I asked Lorraine. “Do you see our waiter?” She craned her neck and then shrugged. It seems neither of us could remember the face of the fellow who had, just moments before, told us about the night’s specials in great detail.

Consulting 133

Consulting Banking Webinar Loyalty 133

TechSee

NOVEMBER 13, 2017

“Gareth! Coffee! Now!” On a cold mid-winter morning in 2030, I’m snarling at Gareth as the robot scans my espresso-maker. His chest screen displays details about the internal adjustments he’s about to make, adjustments that his display told me to make weeks ago. “You realize this going to delay me by at least five minutes,” I complain.

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ProProfs Chat

NOVEMBER 17, 2017

Improving customer support has become more important than ever, given the never-ceasing expectations of customers. As leading researchers indicate that organizations lose about $62 million every year due to poor customer service , you can’t expect any good with an average customer support. No matter how great your product your service is, you can’t sustain market competition without a top of the line customer service.

2018 111

2018 Omnichannel 2017 Customer Centricity 111

Beyond Philosophy

NOVEMBER 15, 2017

I have led hundreds of successful Customer Experience (CX) program successes. I have also led a couple that failed. What’s the difference between the successes and the failures? A few things, but one of the most significant is the way an organization’s culture is centered. Organizations fail to improve their CX when they lack customer-centricity. Customer-centricity requires you to put the Customer at the center of everything you do.

Customer Centricity 125

Customer Centricity Consulting Culture Webinar 125

Customer Bliss

NOVEMBER 14, 2017

Overview. Are you thinking about how to implement a customer experience journey at your startup? On this episode, Adriana Zeman , VP of Customer Success at Zaius , shares her proven path for making customer experience a part of the business in a startup operation. In our conversation, we cover her month-to-month plan to implement a customer success journey that goes beyond the initial onboarding phase.

Customer Success 0

Customer Success Customer Experience Chief Customer Officer B2C 0

ijgolding

NOVEMBER 12, 2017

Allow me to start this post by asking a question. What happens when two Customer Experience Professionals visit a restaurant together for the first time? . Whilst this is not the opening line to a bad joke, I can already anticipate your ‘snorting’ and ‘chuckling’ from here! ‘A right royal pain in the butt’, is most likely to be the response that immediately springs to mind.

Customer Experience Professionals 91

Customer Experience Professionals Hotels Insurance Customer Journey 91

InMoment XI

NOVEMBER 14, 2017

When setting up customer experience (CX) programs our clients often ask, “How big of a sample do we need to get representative data”? Like all good researchers our answer is usually, “It depends”. While technically true, that answer is not always helpful. Below I will argue that for most CX programs you probably don’t want. View Article.

Article 150

Article Customer Experience Customers 150

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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

NOVEMBER 14, 2017

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Richard Branson and Herb Kelleher never studied HR theory or staff management principles. That said, they’ve proven to be pretty good at it. Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second.

Airlines 87

Airlines Culture Consulting 2018 87

Customer Bliss

NOVEMBER 17, 2017

How does your company incorporate its mission statement? Is it used daily as a decision-making lens for uniting the organization in making operational decisions? Most importantly, do employees know it and use it to improve customers’ lives and earn the right to growth? When I work with clients, it’s important that we define what I call, “clarity of purpose.

Chief Customer Officer 129

Chief Customer Officer Books Customers Metrics 129

Lumoa

NOVEMBER 15, 2017

On 14 November 2016, exactly one year ago, Lumoame Oy was registered in Helsinki. This year has been an amazing journey for us and we wanted to share this important moment with you. No surprise, the main discussion topic at #LumoaAnniversary was Customer Experience. We celebrated our first year with our supporters, friends, and customers. Customers have been at the center of all our operations since the very beginning.

Competitive Advantage 113

Competitive Advantage 2016 Presentation Feedback 113

InMoment XI

NOVEMBER 14, 2017

When setting up customer experience (CX) programs our clients often ask, “How big of a sample do we need to get representative data”? Like all good researchers our answer is usually, “It depends”. While technically true, that answer is not always helpful. Below I will argue that for most CX programs you probably don’t want.

Article 120

Article Customer Experience Customers 120

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

Influitive

NOVEMBER 15, 2017

As we get closer to Advocamp 2017 (this Dec. 6-8 in San Francisco), the excitement is building around our amazing lineup of presenters. Advocamp is the biggest customer experience, engagement & advocacy event of the year, uniting hundreds of marketing, sales, and CS leaders from across the world. We’re thrilled to highlight some of the.

2017 85

2017 Events Presentation Sales 85

ShepHyken

NOVEMBER 17, 2017

This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. Asking your customers to post online reviews shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. – Shep Hyken.

Customer Engagement 81

Customer Engagement Blog Engagement Hotels 81

Inbenta

NOVEMBER 13, 2017

How did people find answers before the internet? Even those of us old enough to remember a life pre-web struggle to recall how we did our homework, checked for correct spellings or even resisted the urge to ask those questions we wouldn’t dare ask aloud without the relative safety of a search engine like Google. And yet humans somehow managed to exist before the World Wide Web was created in 1989.

2010 109

2010 E Commerce E-support 2011 109

Elevio

NOVEMBER 13, 2017

Since customer support tools are the last line of defense and it’s what (eventually) is used to facilitate solving a user’s problem at some expense, they've never had the chance to evolve into something more powerful than reactive systems. What's more, because it's the last line of defence it's what often gets the credit. It's like giving morphine credit for fixing a broken arm.

2012 81

2012 2014 Measurement Engagement 81

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

Steve DiGioia

NOVEMBER 13, 2017

…here’s 7 ways to get you started This original article was written by Steve DiGioia. You still haven’t learned how to speak up, huh? Maybe you’re just afraid of confrontation? I know, you don’t want to offend anyone, right? Don’t want to come across as too assertive or even aggressive; what’s the difference anyway? The service you provide has always lacked because of your fear of “taking charge” and not wanting to offend your customers.

Customer Service 154

Customer Service Customers Article Customer Experience 154

ShepHyken

NOVEMBER 13, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Improving Customer Experience with a Customer Centric Culture by Mansi Bhatia. (CustomerThink) Customer experience (CX) has gained a newfound glory in today’s industrial landscape.

2017 15

2017 Article Customer Service E Commerce 15

ClearAction

NOVEMBER 16, 2017

What is Customer Experience Ecosystem? Lynn Hunsaker. When J.C. Penney hired the wiz behind Apple retail stores’ success as its CEO, there were expectations that “what worked well there will do so here”. Pesky promotional discounts (600 per year) were discontinued in favor of coupon-free, discount-absent everyday-value pricing, along with a new “fair and square” logo and ads pitched by Ellen DeGeneres.

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

transcosmos Information Systems

NOVEMBER 15, 2017

Customer service is one of the pillars of success for many businesses. Companies cannot expect to achieve optimal growth and increase their revenue if they do not have a solid customer service support in place that allows them to maximise their interactions with customers. Every company needs a system to organise, manage, monitor, and enhance the quality of service and experience they provide to their customers.

Customer Relationship Management 75

Customer Relationship Management Customer Relationships Management Social Media 75

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Peter Lavers

NOVEMBER 16, 2017

Remember when we used to talk about “channels and media”? Life was simple. Channel meant physical route to market e.g. retail, wholesale, intermediated, direct, etc. Media meant one- or two-way communications devices e.g. TV, radio, telephone, website, email, webchat, face-to-face, etc. These terms have effectively amalgamated since we started to become “multi channel”. eCommerce kicked this off on a massive scale, although the catalog and home shopping industry would say it’s been going for a l

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Multi-Channel Omnichannel 2025 Customer Centricity 73

ShepHyken

NOVEMBER 14, 2017

Turn One-Time Purchasers Into Lifelong Customers. Shep Hyken Interviews Joey Coleman, Author of “Never Lose a Customer Again”. How would you like to never lose a customer again? Award-winning speaker Joey Coleman shares the secrets behind not only gaining new customers, but also how to make them customers for life. He shares his 100 Days principle, and discusses his new book “Never Lose a Customer Again.”.

Social Media 74

Social Media Hotels Books 2018 74

Avaya

NOVEMBER 15, 2017

Customer experience is now the single greatest driver of organizational growth, competitiveness and revenue … but what exactly is it? Customer experience is the sum of all interactions, transactions, and reactions that a customer has with your brand organization-wide. Customer experience is really about how your customer perceives the experience you deliver.

Customer Experience 72

Customer Experience Multi-Channel Customers Culture 72

Sampson Lee

NOVEMBER 14, 2017

A few years ago, I took a summer vacation to Disneyland Hong Kong with my extended family, a total of 13 people including my 15-year-old teenage son and my 86-year-old father-in-law (note 1). There were many laughs and lots of effort expended during this vacation, but there was one defining moment. We all found it […].

Customers 71

Customers Loyalty Blog Customer Experience 71

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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