Beyond Philosophy
DECEMBER 26, 2014
'This time of year always has me thinking about the next one. It could be because I am already scheduling into January, February and so on, making next year feel even closer than it already is. Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you.
Andrew Mcfarland
DECEMBER 22, 2014
'Managing the customer experience in a large company requires a different set of core skills than in a small company. Large companies, focused on growth and Wall Street expectations on EPS, move all their investment into new products, cutting costs and acquiring new customers. Naturally this means that the existing customer base suffers. [.].
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ijgolding
DECEMBER 22, 2014
'As we near the peak of the festive season, there are a number of annual rituals that I look forward to undertaking. Once presents have been opened and copious amounts of food and drink consumed, I settle in to the relative calm of the five days that separate Christmas and New Year. I have often looked forward to these days as a way of ‘clearing the decks’ ahead of another twelve months.
Customers That Stick
DECEMBER 22, 2014
'The holiday season is upon us, and we’d like to express our appreciation and gratitude for your engagement with CTS this past year! We thank you for being a part of the CTS community and for sharing your customer service experiences with us here on the blog, on social media, and through email. In the spirit of the holidays, the CTS blog will be taking a break until the new year.
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Beyond Philosophy
DECEMBER 23, 2014
'Disappointment is also not welcome at any time but especially not at Christmas. How can marketers avoid creating a disappointed Customer? I read the BusinessInsider.com blog about “ The 16 Most Disappointing Places to Visit on Earth ,” which included places like Casablanca, Jamaica, and the Pyramids in Cairo. The article quotes travelers still smarting with the sting of disappointment from their unfulfilled vacation expectations.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CX Journey
DECEMBER 23, 2014
'Image courtesy of Bazzerio Are you telling stories to engage your audience? Over the weekend, I took my kids and my parents to the California Science Center in Los Angeles to see Pompeii: The Exhibition. Walking through the exhibit, you see that each artifact has a placard on/near it with details about what the item is. If you''d like, you can also use an audio device that allows you to hear more details about many of the items.
360Connext
DECEMBER 22, 2014
People who know me well would agree I’m mostly right-brained. Though I do like to dig into statistical analysis or metrics , I enjoy right-brained, creative and emotional activities much more. This happens to be an essential trait for reviewing, analyzing and improving customer experiences. A statistical analysis, properly conducted, is a delicate dissection of uncertainties, a surgery of suppositions.
Beyond Philosophy
DECEMBER 22, 2014
'Cooties, or as British would call it, “the dreaded lurgi”, rule your life when you are six and associated with a classmate with which you either are or aren’t friendly. Most of us know that there is no such thing as a cootie, or a lurgi. But when it comes to Customer Experience, Cooties are a real thing and they are affecting the decisions that your Customer’s make.
CX Journey
DECEMBER 26, 2014
'Image courtesy of nanagyei I originally wrote today''s post for Intradiem. It appeared on their blog on July 17, 2014. What is your company''s approach to change management? In a previous post , I wrote about the customer experience inflection point. I stated: There comes a time in every company’s history, present time, or future when it must change or adapt – or die.
Advertisement
Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Expert insights. Personalized for you.
418 
Let's personalize your content