How the world embraced customer experience in 2015: A visual journey to inspi...Rant & Rave
This presentation covers 25 inspiring stories from around the world in 2015 that we believe can help organisations achieve their customer experience goals. Covering customer engagement innovations, employee empowerment success, customer insight improvements to customer advocacy enablement, this presentation will help inspire new ideas to transform brands.
What is Emotional Engagement Really About?Rant & Rave
From understanding the business benefits of emotional engagement to what key thought leaders see as its future, these slides are your handy intro to the subject. It also includes real examples (with the numbers) from brands looking to do things differently and the real words of people who are pushing the boundaries of emotional engagement.
Customer Experience in the Contact Centre - Yiannis MaosRant & Rave
Designed for Senior Executives, our Webinar, Customer Experience in the Contact Centre, looked at how you can overcome some of the most commonplace struggles by taking advantage of the vast amount of customer intelligence available to you.
Expert speakers and industry peers shared their top tips and practical advice on how you can improve the Customer Experience and keep your frontline agents engaged - ultimately reducing customer effort and making life just that little bit easier for you!
The Customer Experience Compass brings together the key elements that influence the customer experience. This whitepaper describes the elements of the model in more detail to help assess and shape the customer experience roadmap of your organization.
NPS: Measure Customer Loyalty AND Drive Company Culture by Focusing on the Dy...Qualtrics
The majority of companies spend most of their time focusing on non-customers and dissatisfied customers. Most of the time the most valuable customers and employees are neglected. But what will happen when you start focussing on your superpromoters, the most enthusiastic customers and employees who spread their enthusiasm and infect others with it?
Rijn will show that companies who do this will change their companies culture. They become more customers centric and become more successful on every aspect of their business. This has major implications for marketing, market research and implementation of customer relation systems like NPS.
How the world embraced customer experience in 2015: A visual journey to inspi...Rant & Rave
This presentation covers 25 inspiring stories from around the world in 2015 that we believe can help organisations achieve their customer experience goals. Covering customer engagement innovations, employee empowerment success, customer insight improvements to customer advocacy enablement, this presentation will help inspire new ideas to transform brands.
What is Emotional Engagement Really About?Rant & Rave
From understanding the business benefits of emotional engagement to what key thought leaders see as its future, these slides are your handy intro to the subject. It also includes real examples (with the numbers) from brands looking to do things differently and the real words of people who are pushing the boundaries of emotional engagement.
Customer Experience in the Contact Centre - Yiannis MaosRant & Rave
Designed for Senior Executives, our Webinar, Customer Experience in the Contact Centre, looked at how you can overcome some of the most commonplace struggles by taking advantage of the vast amount of customer intelligence available to you.
Expert speakers and industry peers shared their top tips and practical advice on how you can improve the Customer Experience and keep your frontline agents engaged - ultimately reducing customer effort and making life just that little bit easier for you!
The Customer Experience Compass brings together the key elements that influence the customer experience. This whitepaper describes the elements of the model in more detail to help assess and shape the customer experience roadmap of your organization.
NPS: Measure Customer Loyalty AND Drive Company Culture by Focusing on the Dy...Qualtrics
The majority of companies spend most of their time focusing on non-customers and dissatisfied customers. Most of the time the most valuable customers and employees are neglected. But what will happen when you start focussing on your superpromoters, the most enthusiastic customers and employees who spread their enthusiasm and infect others with it?
Rijn will show that companies who do this will change their companies culture. They become more customers centric and become more successful on every aspect of their business. This has major implications for marketing, market research and implementation of customer relation systems like NPS.
Customer Experience in the Contact Centre - Nicola CollisterRant & Rave
Designed for Senior Executives, our Webinar, Customer Experience in the Contact Centre, looked at how you can overcome some of the most commonplace struggles by taking advantage of the vast amount of customer intelligence available to you.
Expert speakers and industry peers shared their top tips and practical advice on how you can improve the Customer Experience and keep your frontline agents engaged - ultimately reducing customer effort and making life just that little bit easier for you!
A Blueprint for Customer Value Management in the New Economy | Microsoft & in...Antony Adelaar
On the 2nd of December 2020, inQuba & Microsoft hosted a live webinar, Customer Value Management in the New Economy.
Your business success depends on your customers’ success. In this time of extraordinary change, if you can become their guide and source of truth, you’ll earn their loyalty and trust. How do you achieve this level of consumer partnership while going through an unprecedented period of digital transformation? Find out how this is done by watching our LIVE WEBINAR.
Speakers: James Farrell (Microsoft), Trent Rossini (inQuba)
Recording here: https://youtu.be/R6GRuQ3GrEE
inQuba: Customer Journey Management for Insurers - The Science of Winning & K...Antony Adelaar
This is the slide material which was presented during a live webinar hosted by inQuba on the 4th May 2018.
Webinar recording here: https://youtu.be/kqdEJ3yrCMM
WEBINAR SPEAKERS
Our industry expert speakers were Jeanne Bliss (Co-Founder, CXPA. President, CustomerBliss), Graham Clark (North American CX Transformation Lead, inQuba) & Trent Rossini (COO, inQuba)
QUESTIONS THAT WERE ADDRESSED
How do you discover and visualize the real customers' and agents' journeys as they navigate your products and channels?
How do we identify obstacles & drop offs in the journeys, in real time?
How do you intervene in order to nudge customers back onto their paths, while assisting agents to reach their goals, and ensure that they love the journey they’re on?
How do you do all this at scale, creating an operating model that is customer experience-driven?
For further information on inQuba Journey Analytics or other products, please visit us here: https://www.inquba.com/
Mail us here: info@inquba.com
CONNECT
Facebook: https://www.facebook.com/inQubaCX/
Twitter: https://twitter.com/inQubaCX
LinkedIn: https://www.linkedin.com/company/inquba/
inQuba: The Five Best Practices of Service RecoveryAntony Adelaar
This is the slideware that was used during the live webinar hosted by inQuba in Australia, on the 20th November 2019. The recording is available here: https://youtu.be/3QuHtNoN2Rk
The Five Best Practices of Service Recovery may surprise you
Isn’t it enough to capture all customer feedback and assign issues to responsible people in the business? It’s a good start but it’s not enough to ensure a boost in customer loyalty, followed by improved customer retention and cross-sell. We’ll be unpacking the Best Practices of Service Recovery in this live webinar.
Service Recovery and customer loyalty?
Service failures are unfortunately an unavoidable part of your customers’ journeys, but they represent opportunities to rewrite experiences and also to boost loyalty. That’s right – service recovery, done correctly, will boost loyalty to higher levels than before the failure! This is why service recovery best practices are essential to your key metrics.
The session addressed the following questions:
The relationship between service recovery and customer loyalty
The importance of service recovery within CX and Customer Journey Management
The five best practices of service recovery
How to anticipate tomorrow’s poor experiences
How to do all of this at scale
Speakers:
MARGOT BIRBECK (Director, inQuba Australia)
ANTONY ADELAAR (Head: Product Marketing, inQuba)
For further information, please visit us here: https://www.inquba.com/
Mail us here: info@inquba.com
CONNECT
Facebook: https://www.facebook.com/inQubaCX/
Twitter: https://twitter.com/inQubaCX
LinkedIn: https://www.linkedin.com/company/inquba/
Talkdesk Webinar Series: Drive Growth by Reducing Customer Effort TalkdeskInc
https://www.talkdesk.com/resources/webinars/
Today’s customers are smarter, pickier and more demanding of customer service. After a poor service experience, 71% of customers end their relationship with you, and 61% go to a competitor. Ouch!
In this webinar we covered:
- How customer service impacts your bottom line.
- Why you should care about customer effort.
- Three steps to target and reduce effort from your customer's experience.
The Marketing Role of the CX Professional | inQuba & Tech Mahindra [LEVEL UP ...Antony Adelaar
On the 25th November 2020, inQuba & Tech Mahindra hosted the 3rd Level Up CX Summit webinar on The Marketing Role of the CX Professional.
The traditional marketing funnel needs a rethink because customers’ behaviour is neither linear nor orderly. Today’s marketers need to extend their vision to the full and actual customer journey to discover opportunities and pain points that weren’t previously visible. Find out how this is done by watching our LIVE WEBINAR with Q&A.
Speakers: Upendra Dharmadhikary (Tech Mahindra), Michael Renzon (inQuba)
Recording here: https://youtu.be/GsKAFsF54_k
How to Use Net Promoter Score to Transform the Customer JourneySatmetrix
In a recent survey, McKinsey found that organizations that focused on maximizing satisfaction along the entire customer journey can increase customer satisfaction by 20%, lift revenue by up to 15%, and lower the cost of serving customers by as much as 20%.
In this presentation, Deborah Eastman, Chief Customer Officer of Satmetrix, shares insights on how you can build a customer experience program that drives customer loyalty, increases word of mouth, and delivers improved business performance.
How Customer Experience is Making the Leap from Brick-and-Mortar to the CloudSogolytics
"I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel."
- Maya Angelou
From Journey Mapping to Journey Management: the Evolution of CX in Telco & Ut...Antony Adelaar
On the 20th of October 2021, inQuba and Matchboard hosted a live executive lunch event in Australia called From Journey Mapping to Journey Management: the Evolution of CX in Telco & Utilities
Our speakers were Dr. Robert Dew (Author, ‘Lean CX’) and Mike Renzon (CEO, inQuba).
Recording: https://youtu.be/vVC4mmsfNxQ
The things that today’s customers value have changed, and traditional methods no longer deliver this value. Discover how leading telco & utilities businesses are decoding customer intent, optimising journeys and boosting revenue.
The presentations from these two CX industry thought leaders covered:
• Why customer behaviour is difficult to understand or anticipate
• How to deeply understand the behaviour & intent of today’s customer
• How to optimise journeys for high value customers (use cases & success stories)
• How businesses are rethinking value delivery & CX to improve acquisition
Employee engagement in a high-pressure environmentQualtrics
See how Imperial College NHS Trust responded to being near the bottom of the NHS staff engagement league tables with an employee engagement program that’s already delivering results in its first year.
Engagement and Talent Lead at the Trust, Nathaniel Johnson talks through the set up of the program and gives his tips for success in staff engagement.
The Gainsight/Sprinklr Feedback Loop of Epic SuccessGainsight
In the latest G2 Crowd Grid for Customer Success software, Gainsight was ranked as The Leader in the space based on user reviews from customers including Sprinklr. Positive reviews on G2 Crowd and TrustRadius don’t happen by accident. The most successful companies don’t passively hope their customers advocate publicly for their vendors. They make it happen.
Find the Gaps with a Customer Experience Map CRMEvolution 2014jhewitt98
Businesses are constantly seeking ways to more accurately predict customer behavior and attitudes. Analytical models and market research offer robust information, but are you overlooking an innovative approach to discover what your customers are thinking and doing? Customer experience maps examine customer emotions and attitudes through the learn, buy, enjoy, and advocate stages of the customer life cycle. The map identifies the gaps in your customer experience and delivers a framework for effectively improving it. This presentation walks you through the process of creating a customer experience map and gives real-world examples of how a major financial institution and an entertainment loyalty program were able to use their maps to identify gaps in their communications and processes.
Customer Experience in the Contact Centre - Nicola CollisterRant & Rave
Designed for Senior Executives, our Webinar, Customer Experience in the Contact Centre, looked at how you can overcome some of the most commonplace struggles by taking advantage of the vast amount of customer intelligence available to you.
Expert speakers and industry peers shared their top tips and practical advice on how you can improve the Customer Experience and keep your frontline agents engaged - ultimately reducing customer effort and making life just that little bit easier for you!
A Blueprint for Customer Value Management in the New Economy | Microsoft & in...Antony Adelaar
On the 2nd of December 2020, inQuba & Microsoft hosted a live webinar, Customer Value Management in the New Economy.
Your business success depends on your customers’ success. In this time of extraordinary change, if you can become their guide and source of truth, you’ll earn their loyalty and trust. How do you achieve this level of consumer partnership while going through an unprecedented period of digital transformation? Find out how this is done by watching our LIVE WEBINAR.
Speakers: James Farrell (Microsoft), Trent Rossini (inQuba)
Recording here: https://youtu.be/R6GRuQ3GrEE
inQuba: Customer Journey Management for Insurers - The Science of Winning & K...Antony Adelaar
This is the slide material which was presented during a live webinar hosted by inQuba on the 4th May 2018.
Webinar recording here: https://youtu.be/kqdEJ3yrCMM
WEBINAR SPEAKERS
Our industry expert speakers were Jeanne Bliss (Co-Founder, CXPA. President, CustomerBliss), Graham Clark (North American CX Transformation Lead, inQuba) & Trent Rossini (COO, inQuba)
QUESTIONS THAT WERE ADDRESSED
How do you discover and visualize the real customers' and agents' journeys as they navigate your products and channels?
How do we identify obstacles & drop offs in the journeys, in real time?
How do you intervene in order to nudge customers back onto their paths, while assisting agents to reach their goals, and ensure that they love the journey they’re on?
How do you do all this at scale, creating an operating model that is customer experience-driven?
For further information on inQuba Journey Analytics or other products, please visit us here: https://www.inquba.com/
Mail us here: info@inquba.com
CONNECT
Facebook: https://www.facebook.com/inQubaCX/
Twitter: https://twitter.com/inQubaCX
LinkedIn: https://www.linkedin.com/company/inquba/
inQuba: The Five Best Practices of Service RecoveryAntony Adelaar
This is the slideware that was used during the live webinar hosted by inQuba in Australia, on the 20th November 2019. The recording is available here: https://youtu.be/3QuHtNoN2Rk
The Five Best Practices of Service Recovery may surprise you
Isn’t it enough to capture all customer feedback and assign issues to responsible people in the business? It’s a good start but it’s not enough to ensure a boost in customer loyalty, followed by improved customer retention and cross-sell. We’ll be unpacking the Best Practices of Service Recovery in this live webinar.
Service Recovery and customer loyalty?
Service failures are unfortunately an unavoidable part of your customers’ journeys, but they represent opportunities to rewrite experiences and also to boost loyalty. That’s right – service recovery, done correctly, will boost loyalty to higher levels than before the failure! This is why service recovery best practices are essential to your key metrics.
The session addressed the following questions:
The relationship between service recovery and customer loyalty
The importance of service recovery within CX and Customer Journey Management
The five best practices of service recovery
How to anticipate tomorrow’s poor experiences
How to do all of this at scale
Speakers:
MARGOT BIRBECK (Director, inQuba Australia)
ANTONY ADELAAR (Head: Product Marketing, inQuba)
For further information, please visit us here: https://www.inquba.com/
Mail us here: info@inquba.com
CONNECT
Facebook: https://www.facebook.com/inQubaCX/
Twitter: https://twitter.com/inQubaCX
LinkedIn: https://www.linkedin.com/company/inquba/
Talkdesk Webinar Series: Drive Growth by Reducing Customer Effort TalkdeskInc
https://www.talkdesk.com/resources/webinars/
Today’s customers are smarter, pickier and more demanding of customer service. After a poor service experience, 71% of customers end their relationship with you, and 61% go to a competitor. Ouch!
In this webinar we covered:
- How customer service impacts your bottom line.
- Why you should care about customer effort.
- Three steps to target and reduce effort from your customer's experience.
The Marketing Role of the CX Professional | inQuba & Tech Mahindra [LEVEL UP ...Antony Adelaar
On the 25th November 2020, inQuba & Tech Mahindra hosted the 3rd Level Up CX Summit webinar on The Marketing Role of the CX Professional.
The traditional marketing funnel needs a rethink because customers’ behaviour is neither linear nor orderly. Today’s marketers need to extend their vision to the full and actual customer journey to discover opportunities and pain points that weren’t previously visible. Find out how this is done by watching our LIVE WEBINAR with Q&A.
Speakers: Upendra Dharmadhikary (Tech Mahindra), Michael Renzon (inQuba)
Recording here: https://youtu.be/GsKAFsF54_k
How to Use Net Promoter Score to Transform the Customer JourneySatmetrix
In a recent survey, McKinsey found that organizations that focused on maximizing satisfaction along the entire customer journey can increase customer satisfaction by 20%, lift revenue by up to 15%, and lower the cost of serving customers by as much as 20%.
In this presentation, Deborah Eastman, Chief Customer Officer of Satmetrix, shares insights on how you can build a customer experience program that drives customer loyalty, increases word of mouth, and delivers improved business performance.
How Customer Experience is Making the Leap from Brick-and-Mortar to the CloudSogolytics
"I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel."
- Maya Angelou
From Journey Mapping to Journey Management: the Evolution of CX in Telco & Ut...Antony Adelaar
On the 20th of October 2021, inQuba and Matchboard hosted a live executive lunch event in Australia called From Journey Mapping to Journey Management: the Evolution of CX in Telco & Utilities
Our speakers were Dr. Robert Dew (Author, ‘Lean CX’) and Mike Renzon (CEO, inQuba).
Recording: https://youtu.be/vVC4mmsfNxQ
The things that today’s customers value have changed, and traditional methods no longer deliver this value. Discover how leading telco & utilities businesses are decoding customer intent, optimising journeys and boosting revenue.
The presentations from these two CX industry thought leaders covered:
• Why customer behaviour is difficult to understand or anticipate
• How to deeply understand the behaviour & intent of today’s customer
• How to optimise journeys for high value customers (use cases & success stories)
• How businesses are rethinking value delivery & CX to improve acquisition
Employee engagement in a high-pressure environmentQualtrics
See how Imperial College NHS Trust responded to being near the bottom of the NHS staff engagement league tables with an employee engagement program that’s already delivering results in its first year.
Engagement and Talent Lead at the Trust, Nathaniel Johnson talks through the set up of the program and gives his tips for success in staff engagement.
The Gainsight/Sprinklr Feedback Loop of Epic SuccessGainsight
In the latest G2 Crowd Grid for Customer Success software, Gainsight was ranked as The Leader in the space based on user reviews from customers including Sprinklr. Positive reviews on G2 Crowd and TrustRadius don’t happen by accident. The most successful companies don’t passively hope their customers advocate publicly for their vendors. They make it happen.
Find the Gaps with a Customer Experience Map CRMEvolution 2014jhewitt98
Businesses are constantly seeking ways to more accurately predict customer behavior and attitudes. Analytical models and market research offer robust information, but are you overlooking an innovative approach to discover what your customers are thinking and doing? Customer experience maps examine customer emotions and attitudes through the learn, buy, enjoy, and advocate stages of the customer life cycle. The map identifies the gaps in your customer experience and delivers a framework for effectively improving it. This presentation walks you through the process of creating a customer experience map and gives real-world examples of how a major financial institution and an entertainment loyalty program were able to use their maps to identify gaps in their communications and processes.
An Industry Event in 2014, where through an online application process the Best of the Best in the Contact Centre Industry compete to showcase individual/organisational talent against a set-criteria.
15 Award Categories which includes both Individual and Company entry criteria. All you need to know is outlined on the brochure or available at www.ccmg.org.za
A beginner's guide to using Twitter for USA Benefits Group agents. Topics include the history of Twitter, Twitter terminology, setting up an account, creating a tweet, and best practices.
How to win on the customer experience battleground; where businesses are won ...Noojee Contact Solutions
Everyone's talking about customer experience. But what is it? And how can you really influence it, to give your business a winning advantage? Here's your action plan!
We take you step by step through how to define customer experience (hint: it's not the same as customer service!).
Then, through a series of checkpoints you'll begin to identify the touchpoints and interactions that you can influence, particularly in your contact centre.
Finally we'll take a look at how Zappos managed to transform their customer experience - and what the learnings are for you.
This is a great presentation to go through with your management team or a customer service team looking to find way to improve.
Applying 'Persuasion, Emotion and Trust' PET Design Theory in the Real WorldNexer Digital
Usability is great but in an age where alternative options are only a click away is it enough? From the outside, you may have designed a shop window to display your products or services in the best possible light but what makes people take that critical step and commit to a purchase? Chris will cover the principles of Persuasion Design, or “Persuasion, Emotion and Trust” as Human Factors International defines PET Theory. They will present some real world examples of how companies are getting it right, and wrong in eCommerce.
GET IN TOUCH WITH SIGMA
This presentation is from Camp Digital, a free, one-day event in Manchester exploring some of the most important and emerging themes in the digital industry. To see more presentations and videos from the day visit: http://campdigital.wearesigma.com/2013/.
Camp Digital was brought to you by Sigma. We are a leading specialist in User Experience consulting and design, information management, and web technologies. We provide research, analysis, design, development and support services, with specific expertise in usability, accessibility, content and document management, websites, intranets and online applications.
If you think we can help you call us on 01625 427718 or email hello@wearesigma.com.
How to Improve Customer Retention by Building Emotionally Engaging Customer E...Parature, from Microsoft
In a recession customer retention is even more vital than usual. Companies are clamouring to increase revenue and save costs, but how can this be done?
Colin Shaw, International bestselling author and customer experience guru, will demonstrate how you can focus on the areas of a customer experience that provide the greatest value and thus enables organisations to use their resources to the greatest effect. Colin will also introduce the new area of the 'subconscious experience' that drives customer behaviour and how the understanding of this experience can save costs. In one case study of an Insurance company, they reduced the call backs to their call centre from 75% to 6% in three weeks using this new thinking.
During this presentation you'll learn:
:: How to improve customer retention
:: How to focus on the parts of the customer experience that drive the most value
:: How to build an emotionally engaging customer experience
:: The new area of the subconscious experience
:: How to cut costs through this new thinking
Emotion detection from text using data mining and text miningSakthi Dasans
Emotion detection from text using data mining and text mining
Based on research paper published by Faculty of Engineering, The University of Tokushima at IEEE 2007 we build an intelligent system under the title Emotelligence on Text to recognize human emotion from textual contents.
i.e. if you give an input string , our system would possibly able to say the emotion behind that textual content.
www.checkerboard.com - Presentation given to marketing managers and business owners. Special thanks to my many sources. If you'd like to work with our company, or need additional information on this topic, please contact us!
Lessons from: My first 30 days as an entrepreneurBülent Duagi
Summary of the most important lessons from the first month since launching my new business: MobileAcademy.ro
Might be useful to other new entrepreneurs or freelancers. Enjoy!
Slides from HR Talks on Future of work: AI vs. Human.
Organized by HR Hub in Bucharest, on 23 Jan 2017.
Topics discussed:
* Automation
* AI
* Impact on HR
Customer Satisfaction VS. Customer RetentionAhmad Heshmat
it explains the difference between retention and satisfaction, and typed of loyal customers, and also discuss reasons behind churn, specially for telecom industry. (if you want to download,it is open now :)
So you've built a great product. Everyone is happy, the team is stoked and the only thing left to do is regularly check the bank account to see if it's growing steadily...right?
Of course the reality couldn't be more different if it wanted to. Getting a person to use your product or service is often one of the most difficult challenges any business will face. Especially when those people will need to pay for that product or service.
When you've built a reputation and boast a solid user base things are much smoother, but those first customers...
This SlideShare does not promise success, but hopefully it'll inspire you to close those first deals. Good luck!
www.floown.com
10 Ways Your Boss Kills Employee MotivationOfficevibe
It’s so hard to have engaged employees. It’s such a delicate thing to try and get right because employees can be fragile.
As a manager, you have to do everything in your power to make sure employees are happy and engaged at all times.
Usually, the problem is the boss, and not things like the company, mission statement, or co-workers.
If you know that your boss is the biggest problem, there are ten things that they do to kill motivation. If you’re a manager and you’re reading this, make sure you avoid these mistakes to ensure that your employees are engaged during work.
The secret to good leadership is to be authentic. Be honest with your staff.
Read more on Officevibe blog:
https://www.officevibe.com/blog/10-kill-employee-motivation
like us on Facebook!:
www.facebook.com/officevibe
The Experience Audit is one of my favorite tools because it is a completely new perspective in which to look at your customer strategy. In doing the work, you will be better prepared to have more meaningful conversations with your internal teams.
The Experience Audit ask you to look at existing customer behaviors and outcomes because behavior is the end all, be all, of profitable business. Behavior is the proof that your product is meeting needs, that you are delivering meaningful value. Behavior doesn’t lie. It doesn’t say things are worse than they are and it doesn’t sugar coat because they really like the person, but hate the product.
You can have significant financial impact if you focus your efforts on shifting more of your customers toward the attributes and behaviors of your most profitable and naturally satisfied customers. You can create sustainable, measurable results while at the same time reducing the sometimes overwhelming effort involved.
The Experience Audit is one of my favorite tools because it is a completely new perspective in which to look at your customer strategy. By completing the audit you will be better prepared to have more meaningful conversations with your internal teams.
The Experience Audit ask you to look at existing customer behaviors and outcomes because behavior is the end all, be all, of profitable business. Behavior is the proof that your product is meeting needs, that you are delivering meaningful value. Behavior doesn’t lie. It doesn’t say things are worse than they are and it doesn’t sugar coat because they really like the person, but hate the product.
You can have significant financial impact if you focus your efforts on shifting more of your customers toward the attributes and behaviors of your most profitable and naturally satisfied customers. You can create sustainable, measurable results while at the same time reducing the sometimes overwhelming effort involved.
I would define ‘Customer Experience’as:
‘How customers or prospective customers perceive their interactions with your organisation’
Customer experience encompasses every aspect of an organisation’s offering - the quality of customer care, of course, but also advertising, packaging, product and service features, ease of use, and reliability.
How can you drive a consistently good and improving Customer Experience for your customers or prospects?
In this A to Z I’ll give you some of the answers and some tips from Oak Consult
Establishing Executive Alignment and Priorities Around Your Company’s Custom...James O'Gara
This is one of several presentations that are part of the Future of the CMO/CXP Executive Education Series -- Hosted by OnMessage.
Establishing Executive Alignment and Priorities Around Your Company’s Customer Experience.
Securing executive alignment and clearly defined priorities
in support of Customer Experience Management is crucial.
Yet, so few companies have a game plan for making this
happen. In most cases customer experience, as a priority
within the business, originates and stagnates within
customer service or call center departments. The initiative
fails to gain traction in other customer-facing areas of
the business. It never receives executive support and
endorsement. As a result, the customer experience never
delivers material business results.
Why is this? For the customer experience to translate into
improved financial performance and become a competitive
advantage, it must be embraced enterprise-wide. It must
be implemented in a cross-functional manner — and, it
has to be a priority for the CEO and the entire C-suite.
View entire presentation.
Value is determined by your customer, not you.Customer Return
A webinar by Customer Return to Sales Coach Central. Discusses the concept of value to customers and how to increase the referrability of your business.
The second Service Matters' Ideas Lab was more than just a conference for senior housing leaders. It provided an opportunity to create ideas and network with fellow innovators. Whether you were there for thought-provoking debate, workshops or discussions, the Service Matters' Ideas Lab provided the perfect platform to generate innovative solutions for your business.
What is Customer Value and why is it Important to Marketers?PPCexpo
Marketing in the Digital Age has become more and more complex each year. Marketers need to manage many different channels and tactics across both digital and non-digital mediums. Despite this, the goal of marketing has remained the same: identifying target customers with a problem and connecting them to a solution.
High customer loyalty is one of the most important indicators of good performing companies. Since customer satisfaction is directly linked to customer loyalty it is evident`that measuring customer satisfaction without taking customer loyalty into account and vice versa would be misleading.
Why Good Service isn’t Good Enough: Shift Your Mindset- Before They Shift The...Integrity Solutions
Practical strategies for financial services organizations to shift to a customer-focused mindset. Five critical dimensions of sales success that are often overlooked. Tips for escalating attitudes towards selling.
10 Game Changers for Customer ExperienceRant & Rave
Did you know that 'Jenga' is actually the Swahili word for 'build'? Or that the highest scoring word in scrabble is oxyphenbutazone? And Parker Brothers prints thirty times more Monopoly money every year than the United States prints real money?
Okay, so board game trivia may not mean checkmate in the world of business, but there are some key customer experience lessons we can learn from our favourite games of yesteryear.
Have a look at our 'Customer Experience Game Changer' infographic to see for yourself.
The Rant & Rave Platform lets you access both our Proactive Communication and Fast Feedback solutions in one neat package, helping to make life a little easier for you and your customers.
Our Proactive Communication solution ensures your customers are always kept informed and engaged by sending them personalised, relevant messages throughout their journey. Whilst our Fast Feedback solution makes sharing feedback simple, fun and convenient for your customers. No lengthy surveys, tick box questionnaires or awkward market research calls – just the ability for them to tell you how they feel in their own words, in their own time and in the way that’s easiest for them.
Here at Rant & Rave, we like to do things differently…
We’re always on the lookout for brands with the same ethos as us – those who aren’t afraid to think outside the box and do things differently. So whether that’s already you or you’re looking for some inspiration, we’d love to be a part of your plans.
Whether you’ve heard of us before or you don’t know us from Adam, here are 8 reasons why we’re not like every other Tom, Dick and Harry out there (and why we’ll be the perfect partner for you!)
Papa John's - Acting on our Rants & Raves one slice at a time - CEW 2014Rant & Rave
2014 presents businesses with both challenge and opportunity in equal measure. With competition rife and the rise of social media, consumers have never been more in control. Simply paying lip service to customer feedback is no longer enough, customers expect action and they expect it in real-time.
The good news is those brands that embrace innovations in technology and turn Voice of the Customer theory into practice can forge a clear competitive advantage. Andrew and Dennis will discuss Papa John’s recent implementation of Rant & Rave and outline how they’re using the Voice of their Customers to take real-time inspired action, on their journey to becoming the nation’s favourite pizza brand.
Mastering Multi-Touchpoint Content Strategy: Navigate Fragmented User JourneysSearch Engine Journal
Digital platforms are constantly multiplying, and with that, user engagement is becoming more intricate and fragmented.
So how do you effectively navigate distributing and tailoring your content across these various touchpoints?
Watch this webinar as we dive into the evolving landscape of content strategy tailored for today's fragmented user journeys. Understanding how to deliver your content to your users is more crucial than ever, and we’ll provide actionable tips for navigating these intricate challenges.
You’ll learn:
- How today’s users engage with content across various channels and devices.
- The latest methodologies for identifying and addressing content gaps to keep your content strategy proactive and relevant.
- What digital shelf space is and how your content strategy needs to pivot.
With Wayne Cichanski, we’ll explore innovative strategies to map out and meet the diverse needs of your audience, ensuring every piece of content resonates and connects, regardless of where or how it is consumed.
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
A.I. (artificial intelligence) platforms are popping up all the time, and many of them can and should be used to help grow your brand, increase your sales and decrease your marketing costs.In this presentation:We will review some of the best AI platforms that are available for you to use.We will interact with some of the platforms in real-time, so attendees can see how they work.We will also look at some current brands that are using AI to help them create marketing messages, saving them time and money in the process. Lastly, we will discuss the pros and cons of using AI in marketing & branding and have a lively conversation that includes comments from the audience.
Key Takeaways:
Attendees will learn about LLM platforms, like ChatGPT, and how they work, with preset examples and real time interactions with the platform. Attendees will learn about other AI platforms that are creating graphic design elements at the push of a button...pre-set examples and real-time interactions.Attendees will discuss the pros & cons of AI in marketing + branding and share their perspectives with one another. Attendees will learn about the cost savings and the time savings associated with using AI, should they choose to.
In this presentation, Danny Leibrandt explains the impact of AI on SEO and what Google has been doing about it. Learn how to take your SEO game to the next level and win over Google with his new strategy anyone can use. Get actionable steps to rank your name, your business, and your clients on Google - the right way.
Key Takeaways:
1. Real content is king
2. Find ways to show EEAT
3. Repurpose across all platforms
Monthly Social Media News Update May 2024Andy Lambert
TL;DR. These are the three themes that stood out to us over the course of last month.
1️⃣ Social media is becoming increasingly significant for brand discovery. Marketers are now understanding the impact of social and budgets are shifting accordingly.
2️⃣ Instagram’s new algorithm and latest guidance will help us maintain organic growth. Instagram continues to evolve, but Reels remains the most crucial tool for growth.
3️⃣ Collaboration will help us unlock growth. Who we work with will define how fast we grow. Meta continues to evolve their Creator Marketplace and now TikTok are beginning to push ‘collabs’ more too.
Financial curveballs sent many American families reeling in 2023. Household budgets were squeezed by rising interest rates, surging prices on everyday goods, and a stagnating housing market. Consumers were feeling strapped. That sentiment, however, appears to be waning. The question is, to what extent?
To take the pulse of consumers’ feelings about their financial well-being ahead of a highly anticipated election, ThinkNow conducted a nationally representative quantitative survey. The survey highlights consumers’ hopes and anxieties as we move into 2024. Let's unpack the key findings to gain insights about where we stand.
5 big bets to drive growth in 2024 without one additional marketing dollar AND how to adapt to the biggest shifting eCommerce trend- AI.
1) Romance Your Customers - Retention
2) ‘Alternative’ Lead Gen - Advocacy
3) The Beautiful Basics - Conversion Rate Optimization
4) Land that Bottom Line - Profitability
5) Roll the Dice - New Business Models
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
SMM Cheap - No. 1 SMM panel in the worldsmmpanel567
Boost your social media marketing with our SMM Panel services offering SMM Cheap services! Get cost-effective services for your business and increase followers, likes, and engagement across all social media platforms. Get affordable services perfect for businesses and influencers looking to increase their social proof. See how cheap SMM strategies can help improve your social media presence and be a pro at the social media game.
SEO as the Backbone of Digital MarketingFelipe Bazon
In this talk Felipe Bazon will share how him and his team at Hedgehog Digital share our journey of making C-Levels alike, specially CMOS realize that SEO is the backbone of digital marketing by showing how SEO can contribute to brand awareness, reputation and authority and above all how to use SEO to create more robust global marketing strategies.
Core Web Vitals SEO Workshop - improve your performance [pdf]Peter Mead
Core Web Vitals to improve your website performance for better SEO results with CWV.
CWV Topics include:
- Understanding the latest Core Web Vitals including the significance of LCP, INP and CLS + their impact on SEO
- Optimisation techniques from our experts on how to improve your CWV on platforms like WordPress and WP Engine
- The impact of user experience and SEO
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.\
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
It's another new era of digital and marketers are faced with making big bets on their digital strategy. If you are looking at modernizing your tech stack to support your digital evolution, there are a few can't miss (often overlooked) areas that should be part of every conversation. We'll cover setting your vision, avoiding siloes, adding a democratized approach to data strategy, localization, creating critical governance requirements and more. Attendees will walk away with actions they can take into initiatives they are running today and consider for the future.
Videos are more engaging, more memorable, and more popular than any other type of content out there. That’s why it’s estimated that 82% of consumer traffic will come from videos by 2025.
And with videos evolving from landscape to portrait and experts promoting shorter clips, one thing remains constant – our brains LOVE videos.
So is there science behind what makes people absolutely irresistible on camera?
The answer: definitely yes.
In this jam-packed session with Stephanie Garcia, you’ll get your hands on a steal-worthy guide that uncovers the art and science to being irresistible on camera. From body language to words that convert, she’ll show you how to captivate on command so that viewers are excited and ready to take action.
The What, Why & How of 3D and AR in Digital CommercePushON Ltd
Vladimir Mulhem has over 20 years of experience in commercialising cutting edge creative technology across construction, marketing and retail.
Previously the founder and Tech and Innovation Director of Creative Content Works working with the likes of Next, John Lewis and JD Sport, he now helps retailers, brands and agencies solve challenges of applying the emerging technologies 3D, AR, VR and Gen AI to real-world problems.
In this webinar, Vladimir will be covering the following topics:
Applications of 3D and AR in Digital Commerce,
Benefits of 3D and AR,
Tools to create, manage and publish 3D and AR in Digital Commerce.
The Forgotten Secret Weapon of Digital Marketing: Email
Digital marketing is a rapidly changing, ever evolving industry--Influencers, Threads, X, AI, etc. But one of the most effective digital marketing tools is also one of the oldest: Email. Find out from two Houston-based digital experts how to maximize your results from email.
Key Takeaways:
Email has the best ROI of any digital tactic
It can be used at any stage of the customer journey
It is increasingly important as the cookie-less future gets closer and closer
1. Financial services, customers
and their emotions
Jerry Angrave
Why it’s so important, and how do we
turn transactions into relationships?
2. Those who focus on selling
by being emotionally engaging
to their customers
What type of company is more successful?
A B
Those who focus on selling
to their customers
3.
4. Good news
Bad news
We already put emotions into our
customer experiences
We can’t assume they’re the right ones
5. The reason your business exists
Customer
experiences
Employee
experiences
Stakeholder
experiences
Objectives
Operating and brand strategy
Values and beliefs
Functional – did it work as I expected it to?
Accessible – was it easy?
Emotional – what will I remember about how it made me feel?
Customer strategy
Making the connection
6. DIFFERENTIATED
EXPERIENCES
RANDOM
EXPERIENCES
INTENTIONAL
EXPERIENCES
Exceed expectations
Minimum
expectations
Process, task and product focus
Little / no measurement
Exceptions are the norm
Unintended consequences
Disengaged employees
Carrying unnecessary cost
Shared vision
Think “customer”
Fixes own problems
Measurement programme
Cross-functional governance
Profitable
Easy to do business with
Think and act “customer”
Fixes customers’ mistakes
Brand promise delivered
Self-regulating
Sustainable
Customer experience maturity
7. Insurance sector is using video to good effect
for onboarding and claims
SundaySky SmartVideo Index
8. The rational drives emotions;
emotions drive actions
The journey / experience this time
FUNCTIONAL
Does it work?
ACCESSIBLE
How easy is it?
EMOTIONAL
How did it make me
feel?
I expect it to be
effective
I experience
how efficient it is
I examine what
happened
I have a choice
I have a voice
It worked
well
It didn’t
work
It was hassle It was easy
I’ll buy again
I’ll take out my next product there
I’ll tell everyone I know
What I’ll do next time
What I’ll tell others
I won’t bother complaining
I’ll try somewhere else next time
Maybe I’ll move all my stuff
…and next time
9. 9
Myth-busting: it’s not all about Wow!, exceeding
expectations or surprise & delight
The utility story
The railway storyThe retail bank story
The airport story
10. A simple experience, shared
288,000 followers
287,000 followers
565,000 people
15 minutes
12. 1. What do your customers of your products find
emotive?
2. How does the Customer Strategy say we
should make customers feel at each stage?
3. What does our measurement say about how
we make our customers feel today?
4. If you were the customer or employee, how
will that change make you feel?
5. Is our governance robust enough to make
customers feel the right way every time?
In journey mapping and experience design, ask:
POSITIVE?
NEGATIVE?
STRATEGY
MEASUREMENT
IN THEIR SHOES
DISCIPLINE
13. 13
How emotions can impact customers of
financial services
How can we manage customer emotions to
drive better performance in financial services?
The original questions:
A big part of the answer:
Protect all the functional basics,
get them right every time
and the right emotions that drive the
right behaviours will follow
14. Financial services,
customers and their
emotions
Why it’s so important, and how do we
turn transactions into relationships?
Jerry Angrave
jerry@custerian.com
07917 718 072
www.custerian.com
Editor's Notes
Customer experience maturity model relies on the human factor
When products are price-led, homogenised, how you make customers feel is where the differentiation lies
I expect – based on being good otherwise I would’t trust you
I experience – compared with others in different markets
I examine
Customers don’t say – I’m not going to use them again because their processes failed (so I cant get an appointment and when I do they forgot to tell me what docs I needed to bring). They’ll recall the inconvenience and frustration at taking a half day off work and getting someone to pick up the kids unnecessarily
Eg BA Avios exchange rate changes – still easy, still functional but they’ve made me feel less loyal
Eg Mortgage offer sent 2nd class post – it’s the most urgent biggest thing in my life, you put me through a four hour interview, the least you can do is put a first class stamp on it.
More likely to lose customers by creating the wrong emotions – when it doesn’t work – than winning customers by creating what we think are wow! – if the basics aren’t in place first
Airport – inconsistency of information or lack of. They want it to be “efficient”
We know it’s the emotional impact that drives behaviour next time, so
The original question was getting at… How can we …
Rather like NPS – get the experience right first…