CloudCherry

JANUARY 4, 2018

The retail banking industry has been dealing with massive upheaval for a while now, and things will continue in the same vein come 2018. Technological advancements continue to drive the disruption of the industry. However, FinTechs will also keep the pressure up on the industry due to their agility and constant innovation. Furthermore, consumers are beginning to trust these firms more and more, often to the detriment of traditional banks.

Banking 170

Banking 2018 Financial Retail 170

Experience Investigators by 360Connext

JANUARY 3, 2018

Disruption is a word that can inspire fear. After all, disruption is what led to the fall of many companies who considered themselves “too big to fail.” Disruption is what led to the doors closing at chain bookstores across the nation and left the taxi industry wondering what happened. Your business, today, as you read this, is being disrupted.

Loyalty 164

Loyalty Leadership NPS Consulting 164

Alida

JANUARY 5, 2018

Marketers are always looking for new ways to create experiences that resonate with customers, and 2018 will be no different. And although fads come and go—think unicorn hair and frappuccinos—there are some trends that will stick in the coming year and affect how businesses interact with customers. For CMOs, it means staying on their toes, as their roles will change in several ways this year.

2018 0

2018 Marketing Multi-Channel Advertising 0

Customer Bliss

JANUARY 3, 2018

Happy New Year! I’m still on vacation from new podcast recordings, and during this interim, I’m replaying 3 of my most popular podcast episodes of 2017. Have you listened to The Chief Customer Officer Human Duct Tape Show ? As you get ready for the year ahead, I highly suggest you dig into the archives and listen to more episodes. Bill Carmody of Inc Magazine recently listed my podcast as binge-worthy !

Leadership 188

Leadership Chief Customer Officer Customer Journey Mapping Magazine 188

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InMoment XI

JANUARY 2, 2018

The winter holiday season is such a great time to be with family and friends. It’s a time when we think about others and give gifts to the people we love. Everyone’s mind is on making the holiday experience perfect. As such, customers and companies alike are extra sensitive to their customer experience (CX). I’d. View Article.

Customer Experience 150

Customer Experience Article Customers Retail 150

ClearAction

DECEMBER 30, 2017

How to Solve Customer Experience Silos Lynn Hunsaker. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. If your company wants to become a customer experience super-power, standing out in your industry and reaping those financial advantages, silo-solving must be predominant in your customer experience strategy.

Customer Experience 118

Customer Experience Customer Centricity ROI Customer Experience Management 118

QuestionPro Audience

JANUARY 3, 2018

Experts are predicting 2018 to be the year mobile technology officially takes over travel. Gone are the days of making blind booking arrangements and hoping for the best, or using a travel agent. Even sitting down at a desktop computer is no longer necessary. Today, 77% of Americans own smartphones and a recent Global Traveler study found that one in three travelers now books on a mobile device.

Travel 117

Travel 2018 Airlines Books 117

InMoment XI

JANUARY 2, 2018

The winter holiday season is such a great time to be with family and friends. It’s a time when we think about others and give gifts to the people we love. Everyone’s mind is on making the holiday experience perfect. As such, customers and companies alike are extra sensitive to their customer experience (CX). I’d.

Customer Experience 150

Customer Experience Article Customers 150

Beyond Philosophy

JANUARY 2, 2018

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. Her luggage, containing medication for helping with the side effects of the colon cancer chemo therapy, had failed to arrive on a flight from Nashville.

Airlines 111

Airlines Consulting Leadership Events 111

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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

ShepHyken

JANUARY 3, 2018

Over the last few weeks, I’ve been reading about predictions and trends for 2018. It got me thinking about the actions we must take to be competitive. Regardless of your industry, everything has changed about the way we do business. There are some businesses that claim they’ve done things the same way for years, decades, even a century. They claim they do business just as their fathers and grandfathers did.

2018 117

2018 Customer Service Social Media Customer Service Training 117

Customer Guru

JANUARY 3, 2018

We, at Customer Guru, are on a mission to spread awareness of how Customer Experience (CX) should be the number one priority for Indian businesses to become more sustainable and successful globally. Thus, we have taken this initiative of sharing the experiences of successful CX leaders across India to inspire and guide professionals in adopting and inculcating a customer-centric approach in their organizations.

Customer Centricity 95

Customer Centricity Healthcare 2007 Hospitality 95

ReviewTrackers

JANUARY 5, 2018

This article is by Michelle Delgado. Michelle is a Content Developer and Marketer at Clutch , a B2B ratings and reviews firm based in Washington DC. Her research focuses on website builders, web design, and app development. Read the full study: 5 Ways E-Commerce Websites Can Collect More Customer Reviews. Whether you’re searching for a sporting goods store or a restaurant, chances are you have at some point glanced at online reviews to see what other customers have to say before making a purchas

E Commerce 93

E Commerce E-support B2B 2014 93

Lumoa

JANUARY 3, 2018

My first full year as an entrepreneur has come to an end. Our company, Lumoa, has now been there for a bit more than one year. In fact, we celebrated our one-year anniversary on 14th of November. What have I learned? First of all, it has been a great year. I’ve enjoyed it tremendously. It actually surprises me, how fun it has been. We started Lumoa with Carlos and Suvi after leaving Microsoft in August 2016.

Culture 127

Culture 2016 Feedback Management 127

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

Experience Matters

JANUARY 3, 2018

Last month, Temkin Group published its annual list of CX trends and we labelled 2018 “The Year of Humanity.” Here’s an infographic showing the 15 trends (also available in poster form): Here are links to download different versions of the infographic: Infographic: in .jpg format, in .pdf format 18? x 24? poster: in .jpg format, in .pdf format.

2018 129

2018 Customer Experience Download Customers 129

Customer Guru

JANUARY 3, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

Consulting 83

Consulting Customer Service Customer Centricity Transportation 83

ClearAction

DECEMBER 31, 2017

What is Customer Experience Strategy? Lynn Hunsaker. Is “customer experience strategy” like the Wheel of Fortune spinner? The diversity of what it is in practice among companies today kind of feels that way. Ask 10 companies what their customer experience strategy is and you’ll likely get 10 very different combinations of alphabet soup*: CJM, CRM, VoC, UX, FCR, NPS, AI, self-service, digital marketing, word-of-mouth, customer success, retention programs, loyalty programs, and so forth.

Customer Experience 79

Customer Experience Customer Journey Mapping Net Promoter Score Definition 79

ShepHyken

JANUARY 1, 2018

Each week I read a number of customer service and experience articles from various 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. 15 Customer Experience Trends for 2018 by Bruce Temkin. (Customer Experience Matters) Every year, Temkin Group publishes a list of customer experience trends for the upcoming year.

2018 0

2018 Article Customer Service Culture 0

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

ReviewTrackers

JANUARY 1, 2018

It’s 2018. In all honesty, will you make dinner reservations at a restaurant without checking Yelp or Facebook? Will you book a luxury suite at a hotel without first consulting TripAdvisor? Will you entrust your health and well-being to a doctor without looking at her profile on Vitals or Healthgrades? And will you watch the newest Jurassic Park without reading the reviews on Rotten Tomatoes (to see if it’s one of the good Jurassic Parks)?

Automotive 109

Automotive 2004 Travel Hotels 109

Centriam Customer Experience Lab

JANUARY 5, 2018

Make Shopping Enjoyable to Encourage Sales. On a previous blog , my colleague Jason shared a finding from Centriam’s 2017 Retail Study : customers who had an enjoyable shopping experience were more likely to be promoters. This finding is especially robust among millennials, the largest generation in the US. Millennials who said their experience was extremely enjoyable were nine times more likely to be satisfied with the price they paid, and twice as likely to repurchase as millennials who said t

Sales 92

Sales 2017 Retail Blog 92

ClearAction

DECEMBER 30, 2017

How to Solve Customer Experience Silos Lynn Hunsaker. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. If your company wants to become a customer experience super-power, standing out in your industry and reaping those financial advantages, silo-solving must be predominant in your customer experience strategy.

Customer Experience 75

Customer Experience Customer Centricity ROI Customer Experience Management 75

ShepHyken

JANUARY 2, 2018

The Most Important Business Strategy: Create Trust. Shep Hyken Interviews David Horsager, Author of The Trust Edge. Do your customers trust you? . ? ? ? <span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”>?</span> Shep Hyken sits down with David Horsager, discussing the importance of trust and how gaining it from your customers is the most significan

Leadership 81

Leadership Loyalty Connections Customer Service 81

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Middlesex Consulting

JANUARY 1, 2018

I read a lot about architects. I always thought the phrase “God is in the Details” was originated by German-born architect Lugwig Mies van der Rohe. I was really surprised to learn it is generally attributed to author Gustave Flaubert. In either case, I didn’t create it and it still says much if we listen. But how does this apply to satisfaction and loyalty information?

Customer Satisfaction 60

Customer Satisfaction Loyalty Reference Advertising 60

Think Customers

JANUARY 2, 2018

As we say hello to 2018, certain business practices and trends are sure to follow us into the New Year. For instance, personalized experiences, meeting customer expectations, and protecting customer data continue to be important aspects of the customer experience. At the same time, a new year calls for a fresh start. And with that in mind, I have a list of ways businesses could begin transforming the ways they treat customers and their data.

2018 86

2018 Customer Experience Customer Expectations Customers 86

ClearAction

DECEMBER 30, 2017

Who is the Right Customer: Decisions for Managing Customer Surveys Lynn Hunsaker. Collecting customer feedback can be trickier than it sounds, as you navigate through decisions for sample selection, timing, frequency, numeric rating and open-ended questions, and so forth. Among your decision criteria, a frequent request of your stakeholders may be: “please interview the ‘right’ customers”.

Management 59

Management 2011 Customer Centricity Customers 59

Magellan Solutions

JANUARY 4, 2018

There is a very big chance that every person reading this has at least one social media account. That just goes to show how essential social media is to the lives of modern day consumers like you and me, and how critical it is for businesses to pay attention to this fact. A professionally-handled social media management is one of the best — meaning effectively sales-generating — tools businesses have at their disposal.

Social Media 56

Social Media Retail Management Multi-Channel 56

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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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