Customer Experience
7 views | +0 today
Follow
Your new post is loading...
Your new post is loading...
Rescooped by Stuart Walters from New Customer - Passenger Experience
Scoop.it!

#MaryMeeker's 2015 #InternetTrends report

#MaryMeeker's 2015 #InternetTrends report | Customer Experience | Scoop.it
Print is still getting a disproportionate share of ad dollars compared with the amount of time people spend reading it, Ms. Meeker said.

Via Eric_Determined / Eric Silverstein
Stuart Walters's insight:

Mary Meeker provides great insight into Internet Trends every year, and those trends relate directly to customer expectations and Customer Experience (CX).  

more...
Eric_Determined / Eric Silverstein's curator insight, May 28, 2015 12:56 AM

All The Growth Is In #Mobile !

This article highlights key areas from the trend report with important insight.


Which area, stat or information surprised you the most?


Roberto Fuso Nerini's curator insight, May 28, 2015 4:13 AM

2015 Internet trend. Main slides + link to the full report.

Nicolas Desachy's curator insight, May 28, 2015 8:32 AM

To be read

Rescooped by Stuart Walters from Call Center
Scoop.it!

24 ways to improve your contact centre measurements

24 ways to improve your contact centre measurements | Customer Experience | Scoop.it
We asked our reader panel for their advice on getting the best out of your contact centre metrics. 1. Focus on what is driving results rather than the result itself. Create a monthly scorecard and ensure that the way you measure ...

Via Colin Taylor TRG
more...
No comment yet.
Scooped by Stuart Walters
Scoop.it!

Five Metrics To Optimize Mobile Shopping Experience | Analytics & Optimization

Five Metrics To Optimize Mobile Shopping Experience | Analytics & Optimization | Customer Experience | Scoop.it

Mobile devices are rapidly displacing the desktop as the primary means to access the web and interact with the world at large. The penetration of these devices has surpassed all expectations and according to a May 2012 mobile research report from Google (link to pdf), 80% of people don’t leave home without their mobile device.

 

As widespread mobile adoption continues to skyrocket, so then do the expectations associated with the mobile experience. The proliferation of smartphones and tablets across different mobile platforms, mobile web, native app and hybrid apps all add to the complexity retailers face when it comes to delivering the mobile experience that consumers not only expect, but demand.

 

A recent Harris Interactive survey, commissioned by Tealeaf, revealed that 85% of consumers who had conducted a mobile transaction in the last year expected the experience on their mobile devices to be better than using a laptop or desktop computer. There has never been a more crucial time for retailers to invest in their mobile channels, as the mobile experience has now become far more critical than the desktop experience. Design, functionality and real-time insight all play an integral role in delivering a mobile experience that fosters brand loyalty and evangelism.

 

more...
No comment yet.
Rescooped by Stuart Walters from New Customer - Passenger Experience
Scoop.it!

The Ultimate Customer Experience Infographic

The Ultimate Customer Experience Infographic | Customer Experience | Scoop.it
As part of our preparation to celebrate CX Day on October 1st, we created this infographic. Download State of CX infographic (.pdf) The bottom line: Customer experience remains a valuable opportuni...

Via Eric_Determined / Eric Silverstein
more...
Tom Wilson's comment, September 25, 2013 7:53 PM
I am having some work done by an on-line contractor whose first suggestion to me was to consider an Infographic for my ebook concept. I told him it was too busy (which remains my thinking) but there is apparently something here I don't understand. I will pass on this article to validate his opinion, generally and that I am an old foogey who is about a century and a half behind the curve.
Eric_Determined / Eric Silverstein's comment, September 25, 2013 8:10 PM
Hi Tom. Thanks for reaching out. As you will be looking to promote your new ebook, it's true that an infographic is the latest tool used by many to provide an image overview of the topic you are looking to discuss, educate or engage in. Another area you may want to consider will be publishing small excerpts of your ebook, in order to engage your audience and entice them to purchase the full version. This should all be part of your content marketing strategy. Good luck!
Ali Anani's curator insight, September 26, 2013 12:42 AM

Eric makes some very interesting ideas. I am working on a study on how to creatively promote and sell eBooks. I hope to share findings soon

Scooped by Stuart Walters
Scoop.it!

Mobile Impacts Customer Loyalty More than Transactions

Mobile Impacts Customer Loyalty More than Transactions | Customer Experience | Scoop.it

What is the impact of mobile on your bottom line? According to a new survey from EPiServer, the biggest return on mobile today is from increased customer loyalty and personalization, rather than mobile transactions.

 

What is the impact of mobile on your bottom line? According to a new survey from EPiServer, the biggest return on mobile today is from increased customer loyalty and personalization, rather than mobile transactions.

 

Mobile, like social media, is more likely to help customers learn more about you and engage with you. It’s all a part of that process we call the customer journey. In fact, 46% of retailers who already have a mobile strategy in place and 74% of retailers who are planning to implement a mobile strategy in the coming year, are already using mobile primarily to increase customer loyalty and/or provide a more personalized experience for consumers.

Why Doesn't Mobile Result in More eCommerce Transactions?

According to EPiServer, even though mobile transactions increased 16% in 2012, unless you’re Amazon, or eBay, mobile transactions aren’t going to be the primary driver of ROI stemming from mobile strategies. You can chalk it up to (lack of) ease of purchasing through other retail sites or the popularity of showrooming. Yet, retailers are not giving up on mobile, just redefining its role in their marketing and customer experience strategies. Retailers can use mobile to differentiate themselves through convenience and brand loyalty. 

more...
No comment yet.
Rescooped by Stuart Walters from Customer Experience | The How not the Why
Scoop.it!

A Positive Customer Experience Requires Listening to Their Needs

A Positive Customer Experience Requires Listening to Their Needs | Customer Experience | Scoop.it

"There are two components to listening to needs:"

 

1 - The skills of listening

2 - The importance of understanding people’s needs

 

"Listening and hearing are not the same thing. Most people are born with the ability to hear; but few of us are truly good listeners."

 

"Well-developed listening skills that include asking good questions, combined with striving to satisfy needs will create long-lasting, trusting relationships with team members, internal colleagues and client/customers." by Caroline Rowan

 

Read more: http://www.tac-focus.com/article/listening-needs#.UWfwAfMo603


Via Dr. Karen Dietz, streetsmartprof
more...
streetsmartprof's comment, April 12, 2013 8:03 AM
Great finds for those of us in customer facing roles, which is every employee, some-way, some-how.
Dr. Karen Dietz's comment, April 12, 2013 3:12 PM
Many thanks for the additional review and comment! Love the way you think :)
Ken Jondahl's comment, April 12, 2013 6:13 PM
Driven in to me by many years of battle scares of what works and what doesn't...
Scooped by Stuart Walters
Scoop.it!

Your Call Center & CRM: The Face Your Customer Sees First | VoiceAmerica™

Today’s buzz: Who’s minding your call center right now?
You’d better know who. Because they alone are responsible for the instant opinion a caller forms about your entire company. Are your agents generating rolls of thunder or applause for you?
more...
No comment yet.
Scooped by Stuart Walters
Scoop.it!

CX Journey™: Jeff Bezos Gets Customer Experience - But What About Employee Experience?

CX Journey™: Jeff Bezos Gets Customer Experience - But What About Employee Experience? | Customer Experience | Scoop.it

Two weeks ago, I wrote a post about Jeff Bezos' latest shareholder letter and his commitment to, or obsession with, his customers. One of the responses I got to that post was fromMicah Solomon, who suggested that it would be equally valuable to review how Amazon treats its employees.

In response to Micah's note, one of the things I looked at was the situation at Amazon's Lehigh Valley warehouse, where employees were subjected to unbearable working conditions in the heat of the summer. Conditions were so bad that people were taken away in ambulances to receive medical attention for dehydration, heat exhaustion, and more. The Morning Call, a Lehigh Valley newspaper, has kept tabs on Amazon employees in the area and how they are treated; they have a section of their site devoted to stories about Amazon.

more...
No comment yet.
Rescooped by Stuart Walters from Pretium Solutions
Scoop.it!

Finally, A Credible Way To Decipher Customer Intent

Finally, A Credible Way To Decipher Customer Intent | Customer Experience | Scoop.it
We all know that waiting for the phone to ring is not a viable growth strategy. Marketing’s charter is to build early awareness and brand preference; the big hammer is content, in every imaginable form possible. But the challenge of deciphering intent remains. Without understanding intent, it is very hard to build the right content strategy, nurture program or sales strategy.

Via Pretium Solutions
more...
No comment yet.
Rescooped by Stuart Walters from New Customer - Passenger Experience
Scoop.it!

What Push Notification means to #Mobile #Marketing?

What Push Notification means to #Mobile #Marketing? | Customer Experience | Scoop.it
Of those who download a brand’s mobile app, 68% opt-in to receiving push notifications from that app, according to Responsys research. Here's why push is one of the most promising areas of mobile marketing today.

Via Eric_Determined / Eric Silverstein
more...
Eric_Determined / Eric Silverstein's curator insight, January 25, 2014 3:48 PM
  • "What if push notifications could be part of an orchestrated #customer #journey giving customers the information that they need, when they need it and on their device of choice?"
Push Notification creates a frictionless experience. With Consumers opting-in, make sure you have a well defined strategy to engage and offer the right value.
Share your thoughts on push notifications?
Ali Anani's curator insight, January 27, 2014 12:20 AM

When push marketing is applauded?

Michael Allenberg's curator insight, January 31, 2014 8:15 AM

This is a fascinating read...

Scooped by Stuart Walters
Scoop.it!

10 inspiring uses of mobile in retail

10 inspiring uses of mobile in retail | Customer Experience | Scoop.it

Mobile is growing and forward-thinking retailers are looking at ways to use mobile to increase sales, bring customers into stores, or to enhance the experience when people are shopping. 

 

I've rounded up ten great examples of mobile use in retail from around the world.

Mobile commerce sites are an obvious one but there are plenty of other ways to use mobile, such as to take payments, help customers navigate stores, and more...

more...
Eric_Determined / Eric Silverstein's curator insight, September 27, 2013 3:28 PM

All these mobile solutions, Apps from U.S. and international companies are great examples of companies capitalizing on enhancing their customer experiences to drive results.

Michael Allenberg's curator insight, September 29, 2013 7:48 AM

Mobile e-commerce experiences are becoming increasingly important... Not just translation of the existing web experience for mobile, but a truly device-tailored experience!

Ali Anani's curator insight, September 30, 2013 12:53 AM

An inspiring post

Rescooped by Stuart Walters from New Customer - Passenger Experience
Scoop.it!

Social Media is Hard: The 2013 Landscape of Social Networks in One Infographic

Social Media is Hard: The 2013 Landscape of Social Networks in One Infographic | Customer Experience | Scoop.it
After almost two-and-half years, it is with great pleasure that I officially unveil the fourth edition of The Conversation Prism. Viewed and downloaded millions of times over, The Conversation Prism

Via Eric_Determined / Eric Silverstein
more...
Eric_Determined / Eric Silverstein's curator insight, July 9, 2013 12:38 PM

In a fast evolving social landscape, Brian was able to bring some clarity:


"We are moving into an era of context where what we share, how we interact and how we form relationships is moving away from a general social graph to a distributed yet organized network defined by shared interests."


Share your thoughts.

Rescooped by Stuart Walters from New Customer - Passenger Experience
Scoop.it!

Infographic: Customer experience in the digital age | MarketingSherpa Blog

Infographic: Customer experience in the digital age | MarketingSherpa Blog | Customer Experience | Scoop.it

In this MarketingSherpa blog post, we analyze an infographic discussing customer service in the digital age. Learn how only 7% of marketers felt their brand experience was affected by social networks, and why that may or may not be the case....

 

... MarketingSherpa: What were some of the key findings?

 

Thom Robbins: Company websites were second (25%) behind word of mouth (28%) in weighing most heavily on impacting brand affinity. In-store experiences factored [at] 18%. Perhaps most surprising was the discovery that only 7% of respondents felt their brand experience was affected by social networks such as Facebook or Twitter, but I think this may be misleading. People may be influenced by social media a lot more than they think they are, through both direct and indirect interactions.

 

MS: Did any results come as a surprise?

 

TR: Other than the small role social media seemed to have, which I think merely shows us it’s a channel still on the rise, I was most surprised to see that 69% of those surveyed said they were willing to give up personal data in exchange for more customized service....


Via Jeff Domansky, Eric_Determined / Eric Silverstein
more...
Jeff Domansky's curator insight, April 30, 2013 1:37 PM

This interview provides A snapshot of marketing and social media trends.

Eric_Determined / Eric Silverstein's curator insight, May 1, 2013 8:01 PM

We value data, and here people are saying that they are willing to forego their privacy concerns if it means a more customized and positive customer experience.

Rescooped by Stuart Walters from The Waiting & Customer Experience Phenomena
Scoop.it!

Mapping the customer experience with customer experience journey maps

Do you know what your organization looks like from your customer’s perspective?

Via Shirley A Williams
more...
Walter Adamson's curator insight, May 5, 2013 2:11 AM

Big deck to take in slowly!

Shirley A Williams's comment, May 5, 2013 6:30 PM
LOL! it is a big deck Walter however I do think it a good resource to stimulate one's thought. Thanks for sharing your feedback too!
Michelle Batt's curator insight, September 3, 2013 10:18 AM

Lengthy but some good content here on all aspects of customer journey mapping.

Scooped by Stuart Walters
Scoop.it!

The Effect of Competition on Customer Experiences

The Effect of Competition on Customer Experiences | Customer Experience | Scoop.it
Are you trying to figure out if it's worth investing in better customer experiences? It turns out that your competitors will determine whether or not it's a smart move.
more...
No comment yet.