The scandal surrounding Facebook's use of personal data has given us a glimpse into the future of marketing and customer experience management.
https://www.mycustomer.com/experience/loyalty/what-the-facebook-scandal-taught-us-about-the-future-of-customer-engagement/
You’re no stranger to RFPs. Love them or hate them, the undeniable truth is that they’re crucial to making informed business decisions about future vendors and partners. The purpose of a contact center RFP is no different: it’s an essential process to use when choosing an outsourcer. However, the contact center RFP is unique and can’t be modeled on the same old RFP template used for other services your company may procure.
Your contact center partner owns a huge part of your customer experience. And customer experience comes with complexities not found in other service offerings. And your outsourced partner is going to act as an extension of your own brand, so their employee experience, hiring philosophy, and corporate culture truly matter. Thus, crafting your contact center RFP takes thoughtful preparation. Here are our most popular resources to guide you in crafting an RFP that will address the unique challenges of selecting a contact center partner.
http://www.customerexperienceupdate.com/?open-article-id=8230415&article-title=4-essential-resources-to-read-before-you-craft-your-contact-center-rfp&blog-domain=blueocean.ca&blog-title=blueocean/
Emotions are a huge part of the customer experience. Emotions drive or destroy value for a business, and often in hidden ways. Emotions influence our desire to buy or not to buy, what we choose from a company’s offerings, what we remember and share about the experience, and, perhaps most importantly, whether we will be loyal to a brand.
https://www.mycustomer.com/experience/engagement/the-20-emotions-that-drive-or-destroy-value-in-customer-experience/
What separates those brands that deliver great customer experience from the rest? What qualities are consistently present and what can we learn from them?
https://www.mycustomer.com/experience/engagement/four-qualities-consistently-found-in-brands-that-deliver-great-cx/
Part four of a new series from Smith+Co exploring business value, communication and empathy. Part one: Lessons on brand values from sinners and saints. Part two: How to adopt a value-led approach to handling a brand crisis. Part three: How leading brands build empathy into their CX - and how you can too.
https://www.mycustomer.com/experience/engagement/how-to-ensure-your-customer-experience-training-programme-is-a-success/
B2B companies know that it is harder than ever to influence customer experience (CX) in the digital age. An influx of channels, easy access to information and influencers, and an increasing desire for personalised, consumer-like experiences has blurred traditional purchasing paths and empowered B2B customers to independently make buying decisions before engaging with company representatives.
https://www.mycustomer.com/experience/loyalty/have-b2b-companies-lost-control-of-the-customer-experience/
In the much-cited book Thinking, Fast and Slow by Daniel Kahneman he talks about how the brain works to create two selves, the experiencing self and the remembering self. The experience self is one that lives in the present whilst the remembering self is “the one that keeps score, that maintains the story of our life”. Based on our memory of an experience and our life it is a different entity to the experiencing self.
https://www.mycustomer.com/community/blogs/tim-wade/the-cx-benefits-of-understanding-the-two-selves-0/
The service-profit chain is a widely adopted business theory that states that companies should take care of their employees first, because doing so will result in employees delivering a better customer experience, creating loyal customers who generate greater profits.
https://www.cmswire.com/customer-experience/how-good-employee-practices-feed-into-great-customer-experiences/
At a recent tech conference in Silicon Valley, an overheard remark from a participant captured the uncertainty around the concept of customer success: “Not sure I know many companies trying to achieve ‘customer failure’!”
It should come as no surprise that there is confusion over what is meant by “customer success” and how exactly to apply this new approach to your day-to-day business. Like other paradigm shifts, it will take time for customer success to become mainstream. Let’s take a brief look at these paradigm shifts.
http://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Customer-Experience-Customer-Success-Takes-Engagement-to-the-Next-Level-125078.aspx/
ah, the wonders of having been there, done that, and having the t-shirt…. i actually have tons of t-shirts.
i have not only done many things early, that’s what comes with being an analyst for 20 years – the wonderful challenge of working with early adopters guiding them to achieve the visions we concoct, but i have also taken the time to write down summaries of what it means to do what we just did. i find the value of my job to be to broaden the market, to make a bigger pie. bigger pies feed more people, and to make bigger pies you need a good recipe.
http://www.customerexperienceupdate.com/?open-article-id=8245200&article-title=experience--engagement--same-difference--right-&blog-domain=estebankolsky.com&blog-title=esteban-kolsky/
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