5 Must-Read Research Reports on the Customer Experience in 2015
Callminer
OCTOBER 1, 2015
Customer experience isn’t just important in 2015 – it’s critical. CallMiner’s latest blog highlights 5 must-read research reports on CX this year.
Callminer
OCTOBER 1, 2015
Customer experience isn’t just important in 2015 – it’s critical. CallMiner’s latest blog highlights 5 must-read research reports on CX this year.
Beyond Philosophy
OCTOBER 1, 2015
If you had the choice of doing something the easy way or the hard way, and you didn’t have to do anything morally, ethically, or legally wrong to do it the easy way, which would you choose? My guess is the majority of you would say take the easy way. I certainly would. When it comes to brands and their related experience, it’s critical that you KISS it.
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Customers That Stick
OCTOBER 1, 2015
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Uniphore
SEPTEMBER 27, 2015
“I was asked, ‘Could you hold a moment?’ After 9 minutes and no service I gave up and hung up ”, complained a customer on a Yahoo forum way back in 2008, and she’s not the only one, especially with the rise of social media. No one likes to be put on hold. Read More.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Win the Customer
SEPTEMBER 29, 2015
Onboarding retail staff can be overwhelming, especially with grand openings and seasonal hiring. The retail turnover rate in the U.S. is currently at 55.71%. For the 3rd quarter last year, the Bureau of Labor Statistics reported that 897 thousand jobs were gained in retail, while 905 thousand were lost. That amount of turnover is enough […].
Beyond Philosophy
SEPTEMBER 29, 2015
Apple’s latest operating system iOS 9 allows people to block ads while mobile browsing, a development that has digital marketers and publishers in a twist. As Ad Blocking pushes online advertising to the brink of irrelevancy, it’s important to appreciate how the User Experience (UX) provides an integral link to Customer Experience (CX). And also, what a poor UX means to your brand.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Heart of the Customer
SEPTEMBER 30, 2015
Over the course of this blog I’ve interviewed a number of Customer Experience executives, working every day to improve their experience to increase loyalty. Customer Experience is still an emerging field, and these interviews gave me a great chance to hear others’ perspectives on the field, what it’s doing right, and where we can improve […].
ClearAction
SEPTEMBER 28, 2015
5 Keys to Customer Experience for the Future. I have a dream that in the future we'll look back and say "Remember how hard it was to be a customer back in the 2010s? Thank goodness it's so much easier now!" This dream stems from acknowledgement that it's all too often a bit rough to select, buy, or use a solution in our lives and businesses.
Win the Customer
SEPTEMBER 28, 2015
Customers are demanding more options and flexibility, so it’s wise for businesses to find multiple payment options that work for them and their customers to deliver complete customer experiences. Customers want and need flexible payment options. A 2013 UPS study of e-commerce sites found that offering a variety of payment options is the second-most important […].
PeopleMetrics
OCTOBER 1, 2015
Here's a little story about how I walked out of a Staples for the last time. A Snapshot of My Customer Experience. On a Sunday, just before 6:00 p.m., my wife killed our printer's black ink cartridge. This was a minor crisis. She is a teacher, a weekend printer of worksheets. I drove to Staples, our nearest office supply store. They were very close to closing when I got there.
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 Bliss
SEPTEMBER 29, 2015
Unaided feedback provides real-time trending on customer issues as they are occurring. Unaided feedback is the constant flow of comments, insights and issues your customers and partners volunteer to you. Unaided feedback also includes looking inside your data to understand customer behaviors across the stages of their experience, to identify trends, opportunities and customer at-risk experiences.
Provide Support
SEPTEMBER 29, 2015
For many years shopping cart abandonment has been a huge problem for eCommerce business owners. According to the Baymard Institute , the average documented online shopping cart abandonment rate is 68.53%, which is an outrageous statistics. To put it simpler, nearly 70 out of 100 people leave your website without completing their purchase! While there are many reasons online shoppers abandon their carts that you have little or no influence over, such as comparison shopping, many of them can actua
Kate Nasser
OCTOBER 1, 2015
JOIN us in National bullying prevention rally SUN. Oct. 4th 10amET in #Peopleskills global Twitter chat. Host: Kate Nasser, The People Skills Coach™. Lend your voice to eliminate bullying from this world. Hashtag: #Peopleskills. The post National Bullying Prevention Rally: JOIN #Peopleskills Chat Oct. 4th 10amET appeared first on KateNasser.com.
CX Journey
OCTOBER 1, 2015
Image courtesy of zert.sonstige_2008 Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on April 15, 2015. Yogi Berra once said, " If you don’t know where you are going, you’ll end up someplace else." This is true in life and in any project you undertake. It’s also - rather, especially - true for your customer experience transformation efforts.
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
Customer Bliss
OCTOBER 1, 2015
When we bring up the idea to leaders that they should call lost or lapsed customers, it is often met with fear and worry. Worry that they’ll get really irate customers on the other end of the line. Fear that they won’t be able to field the call. Actually the opposite often occurs. When customers or clients are called and the leader introduces who they are and why they called, people are thunderstruck.
The DiJulius Group
SEPTEMBER 30, 2015
The following article is a guest post written by Dan Gingiss Dan is currently the head of Digital Customer Experience and Social Care at Discover Card. In this role, he oversees the design and development of the company’s flagship website, Discover.com, and mobile apps; leads the company’s social media servicing strategy; and is responsible for […].
Kate Nasser
SEPTEMBER 26, 2015
Does what you say come across as professional? Checklist of creepy communication choices to avoid. From Kate Nasser, The People Skills Coach™. The post Creepy Communication: Essential Changes to Be Professional | #peopleskills appeared first on KateNasser.com.
1 to 1
SEPTEMBER 29, 2015
Halloween candy typically appears by late summer, ushering in the holiday season earlier each time. Candy corn returns by late July, emerging from storage to serve as shelf liner all autumn long. (They've just been recycling the same bags for the last 10 years, right?) Eventually, fun-size chocolate bars and gummy body parts join the current crop, barely budging until just days before the event itself.
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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper
CX Journey
SEPTEMBER 29, 2015
Image courtesy of Leah M. Berry Are you listening to your customers? Do you understand what they are trying to achieve? Are you using what you hear/learn to actually design a better experience for them? I was thrilled to be interviewed by Leah Berry and to a be part of her 30 Experts in 30 Days series; she asked me questions about employee experience and customer experience, of course, but from a variety of different angles.
ClearAction
SEPTEMBER 28, 2015
Marketing Operations Value: 10 Essentials Lynn Hunsaker. Marketing Operations value goes well beyond automation, tech stacks, attribution and cost of customer acquisition. The operational challenges faced by today’s CMOs are broader than this. As Marketing Ops teams expand to meet these needs, value increases in important ways: stature, scalability, strategic impact, and nimbleness.
1 to 1
SEPTEMBER 29, 2015
Customer churn is a big problem for companies, especially in industries such as telecommunications where annual churn rates average between 10 percent to as much as 67 percent, according to the Database Marketing Institute. And while technological advances have made it easier for marketers and other decision-makers to better identify and respond to the triggers for churn, most customer churn programs are reactive and don't leave marketers adequate time to deliver messaging or offers that might c
1 to 1
SEPTEMBER 28, 2015
This week marks the 12th year that Advertising Week will be held in New York City. The week-long event, which combines thought leadership with special events, brings together thousands of people from brands, agencies, and technology companies to focus on key topics influencing the marketing and advertising industry. As I attend a small handful of some of the 300 or so planned events, I'll be looking out for any developments on these three key trends: There’s more… To read the rest of this blog p
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
1 to 1
SEPTEMBER 30, 2015
Pinterest, the digital bulletin board, crossed 100 million users recently. As Pinterest gains users, the company must find more ways to engage people and drive growth. Indeed, international growth, improved user experiences, and monetizing its ad platform are priorities, said CEO Ben Silbermann, who shared the company's road map with attendees earlier this week at the IAB Mixx conference.
ClearAction
SEPTEMBER 28, 2015
10 Ways Marketing Operations Creates Value Lynn H. If you think Marketing Operations is one-dimensional, think again! By any name — marketing transformation, or marketing organizational efficiency and effectiveness — it is a young field with plenty of value to create for fellow marketers’ career success and satisfaction, and for getting more done with current resources — and expanding resources for the future.
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