eglobalis
OCTOBER 22, 2017
In the technology industry, specifically within software and hardware usability, design and services, one of the biggest elements that hurts customer experience -- and by that I mean B2B and B2C customers -- is overly-complicated product design. The post The One Element Of Product & Tech Design That Kills Customer Experience appeared first on Eglobalis.
Alida
OCTOBER 26, 2017
“Young people need to be asked what matters, not told what matters.”. – Jeff Martin, CEO and founder of Tribal Brands. The “Me, Me, Me” generation. The digital natives. The Echo Boomers. No matter what you call them, the millennials (or Gen Y), those born between 1980 and 1995, are the biggest age grouping in American history. Now in their prime spending years, this generation is set to reshape economy as we know it, and the $3 trillion health care industry will be no exception.
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Experience Investigators by 360Connext
OCTOBER 26, 2017
For those of us who’ve studied CX for decades, seeing it featured as a “new topic” is a little jarring. It seems every business article now mentions the customer’s journey as if that’s a new revelation. “The journey is just as important as the product!” Wow! (Who knew!?) Now leaders worldwide are resolving to improve CX. Yay! But here’s the thing: Few actually understand what the best CX leaders do with this knowledge.
Customer Bliss
OCTOBER 24, 2017
Episode Overview. Did you know that government agencies are working hard to embed customer experience strategies in their operating plan and mindset? In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation. Meet Anahita, CCO and Certified Lean Six Sigma Green Belt.
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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
Beyond Philosophy
OCTOBER 23, 2017
When Richard Thaler of the University of Chicago was awarded the Nobel Prize in economic science earlier this month, he said he’d try to spend his $1.1 million prize “as irrationally as possible.”. That gave me a chuckle, because Thaler is a pioneer in studying the role that irrational human nature plays in economic decisions. His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
OCTOBER 26, 2017
As an organization, Nissan has pride in their brand and in being innovative when it comes to focusing on and driving their customers’ experience. They strive to deliver a superior experience tailored to customer demographics. “The brand demographic is younger and ethnically diverse at Nissan,” said Dan Morrow, Senior Manager, Market Intelligence at Nissan.
ShepHyken
OCTOBER 25, 2017
I was out to lunch with a colleague at one of our local St. Louis restaurants. Rico was our waiter and was taking great care of us. First came the bread and butter. He then took our drink order. He came back with our drinks and asked if we were ready to order lunch. We were. My friend ordered a Caesar salad with chicken. Rico asked my friend if he wanted the croutons left off the salad.
Beyond Philosophy
OCTOBER 25, 2017
As customers, each of us is under the influence all the time. Are we drunk? High? No and no. We are under the influence of our emotions, whether we are aware of it or not. Our irrational reactions to moments in any given experience can influence our behavior, often in ways we aren’t mindful of ourselves. Dr. Ronald Milliman, the retired professor of Marketing at Western Kentucky University, shared an excellent example of this concept in action in a recent Freakonomics podcast rebroadcast.
OpinionLab
OCTOBER 24, 2017
A website redesign is a commonly employed tactic for companies seeking improved digital results. The thought process goes something like: I’m not achieving the traffic, engagement or sales I want online because my site sucks. That may very well be true. But, by the same token, a website redesign may make little difference to performance. So how can you ensure yours generates the results you want?
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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.
Kayako
OCTOBER 25, 2017
Live chat plays a significant role in your support model yet most live chat experiences still end in frustration! That’s because businesses are failing to focus on the right business objectives. The importance of live chat can’t be underestimated. Deliver live chat incorrectly and you will put customers off using your business: . 83% of consumers report they’ve given up on a live chat session due to frustration. 56% of consumers could not recall a positive live chat experience – ever.
ShepHyken
OCTOBER 27, 2017
This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. He looks at the next generation of texting, known as RCS (Rich Communication Services), which I think will become a very valuable tool. – Shep Hyken. When the topic of customer service comes up, the most common associations aren’t typically positive ones.
ReviewTrackers
OCTOBER 25, 2017
This article was written by Kristen Herhold. Kristen is a content writer and marketer at Clutch , a B2B research firm in the heart of Washington, D.C. Connect with her on LinkedIn , or reach out with any questions, comments, or concerns at kristen@clutch.co or 202-840-6690. Social media can serve as a testing ground for businesses, nurture customer relationships and provide brand identity.
Inbenta
OCTOBER 23, 2017
When it comes to chatbots, businesses want to know one thing. The million dollar question for a market which will be worth billions within a few years is – can my virtual agent answer my customers’ questions? Assuming your chatbot has robust natural language processing ( NLP technology ), the most effective way to do this is through decision trees.
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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Comm100
OCTOBER 25, 2017
Many of you will be familiar with Google’s autocomplete feature – the suggested phrases which pop up when you start to type in a word or phrase, based on phrases other people have searched for. Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around
ShepHyken
OCTOBER 23, 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. The Most Costly Mistake In Business by Vala Afshar. (Huffington Post) High performing customer service organizations are changing and redefining performance metrics to better align how they measure service delivery success to their customer expectations, according to the worldwide sta
Bob Hayes
OCTOBER 23, 2017
Download the free 22-page white paper by clicking the image. We surveyed 80+ customer-centric professionals in companies with formal customer-centric programs (e.g., customer experience, customer success) to determine the state of analytics in customer programs as well as identify what analytical leading companies (companies who use analytics to gain a competitive advantage) do differently in their customer programs compared to their analytical lagging counterparts.
Influitive
OCTOBER 25, 2017
By now, you’ve probably heard the news: the role of the CMO is changing. Gone are the Mad Men-style days when the CMO’s main job was to create flashy ad campaigns. It now requires a range of skills, including: Strategic thinking Organizational alignment to deliver better customer experiences Data-driven decision-making This shift has also changed.
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.
Comm100
OCTOBER 23, 2017
Introduction. Halloween is just around the corner, and people all over the world are scrambling to plan costumes, hang decorations, buy candy, and RSVP to Halloween parties (and, those who have kids are rushing to plan for them as well!). Out of the office, your hardworking customer service agents may be caught up in the Halloween scramble. But in the office, they are working tirelessly to bring satisfaction and happiness to your valued customers.
ShepHyken
OCTOBER 24, 2017
Mikhail Naumov Discusses How AI is a Tool for Customer Service, Not a Replacement. There seems to be a lot of talk about artificial intelligence lately, but what do we really know about it? Is it anything like what we see in the movies, like computers taking over the world, or is it something else entirely? Mikhail Naumov shares in-depth what AI is and what it can do for companies when it is properly partnered with human interaction.
Michelli Experience
OCTOBER 24, 2017
“Where Has All The Loyalty Gone? – Long Time Passing”. sung to a Peter, Paul and Mary melody. A long, long time ago (20 years) in a galaxy far, far away (actually main street USA) customers were basically loyal to brands. For example, my father was a “Ford man” and ne’er a new model launch occur without us going to the showroom to kick those tires.
CSM Magazine
OCTOBER 26, 2017
Despite big data, artificial intelligence and CRM customers still appreciate good old fashioned customer service. What does good customer service mean to you? Is it a restaurant owner who ushers you to your favorite table with a warm welcome? When a company accepts a return and gives you a full refund with no questions asked? Or when someone takes the time to say a genuine thank you?
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Very Best Service
OCTOBER 23, 2017
Good customer service will help grow customer trust Gaining customer trust, confidence and loyalty is the aim of many companies hoping for repeat purchases and growing customer lifetime value. However, with the development of technology, comparator websites, review sites and pinpoint accuracy marketing techniques, your customers are constantly solicited by the competition enticing them with special offers and the like to try their products and services.
Eptica
OCTOBER 25, 2017
Date: Wednesday, October 25, 2017 Turning customer experience into competitive advantage. Published on: October 25, 2017. Author: Vincent Giraud Customer experience is becoming the primary differentiator for brands , whatever industry they are operating in. At a time when competition is ever-increasing, the experience that consumers receive is central to attracting and retaining their business, and therefore to the company bottom line.
ReviewTrackers
OCTOBER 27, 2017
Franchises are meant to be found. Each franchise location should have its own location page to optimize for local search and be valuable for consumers searching for businesses near them. . Consumers are looking for specific information about your business locations such as hours, address, and contact information. And those consumers will go to your store.
Heart of the Customer
OCTOBER 25, 2017
Whenever I’m leading a workshop or giving a keynote, I know I can always get a laugh by putting “Comcast” and “Customer Experience” in the same sentence. But that’s way too easy, so I usually skip that line. But last week I saw something that gave me a glimmer of hope for the company. They seem to be learning how […]. The post Maybe (Just Maybe) There’s Hope for Comcast Yet appeared first on Heart of the Customer.
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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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