Beyond Philosophy

DECEMBER 12, 2016

There are three critical elements every online holiday shopper expects this year. If you don’t meet them, they likely won’t buy with you, not now in the holiday season, or in the new year either. Chances are if you are shopping for the holidays, you are buying at least in part online. Per USA Today , this year’s Cyber Monday booked $3.45 billion in sales, representing 12% growth for Cyber Monday sales in 2015.

Retail 157

Retail Sales Customer Feedback Customer Experience 157

Customer Bliss

DECEMBER 13, 2016

Episode Overview. Dayton Semerjian was a Chief Marketing Officer four times. Because his ultimate goal was moving towards a CEO role, he shifted a bit — and ran a $600 million P&L and then a $2.5 billion P&L for CA Technologies. Then took on his current roleL General Manager, Global Customer Success and Support at CA Technologies. In our discussion we explored his very deliberate path toward taking on these new roles — and how his operational experience prepared him to be su

Customer Experience 0

Customer Experience B2C Government NPS 0

Heart of the Customer

DECEMBER 12, 2016

Bob Thomas is the chief experience officer for the YMCA of the Greater Twin Cities, a leading nonprofit dedicated to strengthening communities through youth development, healthy living, and social responsibility. He is responsible for engaging community members to help them meet their personal goals while ensuring a great Y experience through integrated marketing, membership sales, […].

Sales 74

Sales 74

ClearAction

DECEMBER 11, 2016

An out-of-tune piano or violin may be one of your most vibrant memories of a poor user experience. Every one of the strings and keys must be in-sync, no exceptions. And so it is with every one of the groups in your company that is managing part of the end-to-end customer experience. CRM, VoC, UX, FCR, NPS, DX, and so on — it’s more than alphabet soup. 1 They’re all parts of a whole.

Net Promoter Score 73

Net Promoter Score Customer Experience Close the Loop Customer Experience Management 73

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

Beyond Philosophy

DECEMBER 14, 2016

Having been with the Customer Experience movement since the beginning, I have seen companies embrace the idea of putting Customers at the center of everything they do and reap the rewards in increasing Net Promoter Scores (NPS) and revenues. Now, some of these companies are experiencing a plateau in their NPS score. They no longer see it climb the way it once did.

Net Promoter Score 144

Net Promoter Score NPS Start-ups Customer Experience 144

Kate Nasser

DECEMBER 11, 2016

Leaders preserve bias in these unconscious ways. Here's how to change it & stop discriminating. By Kate Nasser, The People Skills Coach™ on Leadership. The post How Leaders Preserve Bias & How to Stop | #Leadership appeared first on KateNasser.com.

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Customer Bliss

DECEMBER 15, 2016

This will be a shorter post — end of the year and holidays — but I know a lot of people are thinking about strategic management as they transition from one calendar year to the next. What are you going to do strategically to drive customer experience, earn the right to the work, and create a customer-driven growth engine in 2017? These questions, all tied to strategic management, should be top of mind for you — even if you’re working from home the next few weeks.

CX 61

CX Innovation Engineering Customer Experience 61

CX Journey

DECEMBER 14, 2016

Image courtesy of Noel Dela Cena I originally wrote today's post for the CXPA blog and have modified it slightly since then. Simon Sinek said: A community is a group of people who agree to grow together. I think that describes the customer experience profession, and especially the Customer Experience Professionals Association (CXPA), quite well. There’s a lot of value in connecting with other customer experience professionals, whether those connections are made through the CXPA or not.

CX 63

CX Education Customer Experience 63

Kerry Bodine

DECEMBER 16, 2016

Join us for a hands-on customer journey mapping workshop in 2017! I’m thrilled to announce our 2017 lineup of open enrollment journey mapping workshops: February 21 & 22 in San Diego. May 9 & 10 in Chicago. August 16 & 17 in San Francisco. Save the date: October 3 & 4 in Boston. Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop the skills and know-how you need to effective

Customer Journey Map 48

Customer Journey Map Start-ups Customer Experience 48

InteractionMetrics

DECEMBER 14, 2016

What’s the point of doing a customer satisfaction survey? Well, rather obviously, to gauge how customers perceive you, and where their expectations are being—and not being—met. This requires walking in the customer’s shoes and designing your survey from the customer’s perspective. Sound simple? It is…sort of.

Voice of the Customer 49

Voice of the Customer Customer Satisfaction 49

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The DiJulius Group

DECEMBER 14, 2016

The DiJulius Group Welcomes Lisa Duran, CXC Due to our rapid growth in Customer Experience consulting, The DiJulius Group (TDG) has added another Customer Experience Consultant, Lisa Duran. Lisa has been working with the X-Commandment methodology since 2012. She is also an instructor in the CXE Academy. *The following is written by Lisa Duran, CXC […].

Customer Experience 45

Customer Experience Customer Service 45

Kate Nasser

DECEMBER 14, 2016

JOIN People Skills global Twitter chat Dec. 18th 10amET/3pmGMT to discuss relationships & relationship time. Host: Kate Nasser, The People Skills Coach™. The post Relationships – Vital or Passé? JOIN #PeopleSkills Chat Dec. 18 appeared first on KateNasser.com.

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Confirmit

DECEMBER 14, 2016

"I look to the future because that’s where I’m going to spend the rest of my life” - George Burns. Customer experience has hit the mainstream and with 2017 just around the corner, it’s time to start thinking about what the next developments will be for CX professionals. While the Voice of the Customer delivers huge insights in to the customer experience, simply gathering feedback and making tactical changes just isn’t enough anymore.

Predictive Analytics 40

Predictive Analytics CX Structured Data VOC 40

InteractionMetrics

DECEMBER 14, 2016

What’s the point of doing a customer satisfaction survey? Well, rather obviously, to gauge how customers perceive you, and where their expectations are being—and not being—met. This requires walking in the customer’s shoes and designing your survey from the customer’s perspective. Sound simple? It is…sort of. Unfortunately, organizations run a high risk of tunnel vision, […].

Voice of the Customer 40

Voice of the Customer Customer Satisfaction Customer Feedback 40

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.

Voice of the Customer

InteractionMetrics

DECEMBER 14, 2016

What’s the point of doing a customer satisfaction survey? Well, rather obviously, to gauge how customers perceive you, and where their expectations are being—and not being—met. This requires walking in the customer’s shoes and designing your survey from the customer’s perspective. Sound simple? It is…sort of. Unfortunately, organizations run a high risk of tunnel vision, […].

Voice of the Customer 40

Voice of the Customer Customer Satisfaction 40

InteractionMetrics

DECEMBER 12, 2016

Today I’m pleased to share a guest post by Ian Golding. Ian drives home the critical point that customer experience metrics are essential to transforming experiences. It’s always great to share ideas about how improve customer service from like-minded thinkers. When it comes to the profession that Customer Experience has now become, one of the […].

Customer Experience 40

Customer Experience Customer Service Customer Feedback 40

InteractionMetrics

DECEMBER 12, 2016

Today I’m pleased to share a guest post by Ian Golding. Ian drives home the critical point that customer experience metrics are essential to transforming experiences. It’s always great to share ideas about how improve customer service from like-minded thinkers. When it comes to the profession that Customer Experience has now become, one of the […].

Customer Experience 40

Customer Experience Customer Service Customer Feedback 40

InteractionMetrics

DECEMBER 12, 2016

Today I’m pleased to share a guest post by Ian Golding. Ian drives home the critical point that customer experience metrics are essential to transforming experiences. It’s always great to share ideas about how improve customer service from like-minded thinkers. When it comes to the profession that Customer Experience has now become, one of the […].

Customer Experience 40

Customer Experience Customer Service 40

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?

Technology

InteractionMetrics

DECEMBER 12, 2016

Today I’m pleased to share a guest post by Ian Golding. Ian drives home the critical point that customer experience metrics are essential to transforming experiences. It’s always great to share ideas about how improve customer service from like-minded thinkers. When it comes to the profession that Customer Experience has now become, one of the […].

Customer Experience 40

Customer Experience Customer Service 40

InteractionMetrics

DECEMBER 12, 2016

Today I’m pleased to share a guest post by Ian Golding. Ian drives home the critical point that customer experience metrics are essential to transforming experiences. It’s always great to share ideas about how improve customer service from like-minded thinkers.

Customer Experience 40

Customer Experience Customer Service 40