Steve DiGioia
OCTOBER 17, 2016
because my loyalty does have limits This original article was written by Steve DiGioia. You failed them again. Be honest – face the facts! You worked hard for years to build a loyal customer base and now look at you. Your customers are leaving in droves. What happened? Sales are down, bills now pile up. Employee morale is low and coming to work is no longer fun.
Experience Matters
OCTOBER 17, 2016
We published a Temkin Group report, State of Voice of the Customer Programs, 2016. This is the sixth year that we’ve benchmarked the competency & maturity of voice of the customer programs within large organization. Here’s the executive summary: For the sixth straight year, Temkin Group has benchmarked the competency and maturity levels of voice of the customer […].
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Who's Your Gladys?
OCTOBER 17, 2016
My son is a huge MINI Cooper fan and it’s not hard to figure out why. It’s all about the customer experience. Kyle’s first car, purchased just a few short years ago, is a 2004 MINI Cooper S. Little did I know, when he made that. The post Mini USA Takes the Customer Experience appeared first on Who's Your Gladys?
Beyond Philosophy
OCTOBER 17, 2016
Customers are not loyal because of the Customer Experience you provide. They are loyal because of the Customer Experience they remember you provided. Furthermore, customers don’t remember the entire experience but only bits and pieces. It is important to get these memorable bits right, or your customer loyalty will certainly go to pieces. The human memory isn’t as reliable as we would like to think.
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Wired and Dangerous
OCTOBER 17, 2016
Today’s wired and dangerous customers crave organizations that consistently deliver great service and create emotional connections with customers. Do you have people in your organization who consistently deliver great customer service? We walked into the Marriott Windsor, Connecticut on a Monday about 8:20pm after a two hour flight from Atlanta to find a crowd at the Front Desk.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
OCTOBER 17, 2016
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. (Drift) When it comes to being customer-driven, there’s a difference between treating people right and doing everything that people ask.
Andrew Mcfarland
OCTOBER 17, 2016
If you believe, as I do, that the customer experience was once great, read on to learn how we got off track and what we must do to make the customer experience great again. #MCXGA Long, long ago the customer.
CSM Magazine
OCTOBER 17, 2016
No business likes to get complaints. However, we have to accept the fact that complaints will happen. Customers may complain about our products, service, or may simply be confused about an issue. Is the customer always right? No. But the customer is still the customer and deserves our best efforts to make him or her happy. While a few customers may be chronic complainers or trying to take advantage of the system, the vast majority are simply looking for a solution to some problem they have encou
Topdown
OCTOBER 17, 2016
If you’re looking to continuously improve your customer experience, then you have probably spent quite a bit of time and effort to understand your customers’ journeys. You’ve likely analyzed their pain points and now have a pretty good understanding of your brand’s relationship with them. If so, that’s great, and it’s what you should be doing. Have you taken it to the next step, though, to try to understand what they’ll want or need next?
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Amity
OCTOBER 17, 2016
Last week, we published a blog post in which Susan Nabeth Moore explored how Customer Success has changed the traditional Marketing and Sales revenue funnel and the way we conceive of the customer journey. This week, Susan takes us for a brief trip through the main macro milestones of the " recurring revenue boomerang " customer journey. DEMAND.
Avaya
OCTOBER 17, 2016
A colleague was telling me about shopping for clothing with his two kids at a retailer styled after an old general store. Memorabilia from the 19th and 20th centuries lay everywhere among the clothes on display. His kids, ages seven and four, ran over to a residential rotary phone from the 60s and yelled “Daddy, what’s THI-IS!” as they played with the heavy old handset and “dialed” the phone.
Middlesex Consulting
OCTOBER 17, 2016
In 2015, McKinsey Digital conducted a survey of manufacturing companies and shared the results in a report titled “Industry 4.0, How to navigate digitization of the manufacturing sector” In this 62-page document, the authors describe how manufacturing companies will benefit from the value they create by implementing digitization methodologies throughout their enterprises.
Helen Dewdney
OCTOBER 17, 2016
Don’t get fobbed off by the garage. 1) Agree a price for the work with the garage ideally in writing so it can be used later if there is a problem. This should be a quote not an estimate. 2) Ask exactly what work will be covered including service and any parts and get this in writing. 3) Ensure that the garage knows to contact you if it feels that additional work needs to be done and this should also be in writing.
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LiveChat
OCTOBER 17, 2016
The history of customer service is as old as the history of coins. Once people started to get coins in exchange for their goods, once traders turned into merchants, once a market competition was born, customer service became an essential part of making business. How did it look like centuries ago? Well, we have reasons to believe that it was very similar to what we have now.
ForeSee
OCTOBER 17, 2016
With the fires cooling around a sale of Twitter, there’s still a case to be made for why Salesforce may eventually renew its interest in the social network despite ending talks late last week. It’s also probably the one buyer that could transform Twitter into a platform capable of elevating the landscape of customer experience (CX) intelligence to new heights.
CSM Magazine
OCTOBER 17, 2016
“The Customer is Always Right!” Many businesses live by and preach this phrase. But is it true? No, and everyone knows it. What the phrase really means is that it is best to assume customers are always right and give them what they want rather than lose good customers. But is this a good strategy to follow? I don’t think so, and others agree with me according to some of the things I read.
Blueshift
OCTOBER 17, 2016
Customers demand respect from retailers. They ask simply for organizations to remember who they are as an individual consumer from a transaction and a behavioral perspective — otherwise, they are likely to purchase less frequently, or, more than likely, churn to a competitor who does understand them and communicate with them better at that individual level.
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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
CSM Magazine
OCTOBER 17, 2016
Failing to provide satisfactory customer service is becoming an increasingly costly mistake for businesses. A mistake so costly, in fact, that British businesses are believed to be losing up to a staggering £234 billion a year as a result. Customers are becoming more informed, more demanding, evermore critical, and are realising the power they yield.
Blueshift
OCTOBER 17, 2016
Customers demand respect from retailers. They ask simply for organizations to remember who they are as an individual consumer from a transaction and a behavioral perspective — otherwise, they are likely to purchase less frequently, or, more than likely, churn to a competitor who does understand them and communicate with them better at that individual level.
Peter Lavers
OCTOBER 17, 2016
Peter Lavers’ blog on the “two common mistakes companies make in customer journeys” has been published on IBM #ThinkMarketing. Read it here. Tweet to @PeterLavers. The post “Two common mistakes in customer journeys” blog published on #ThinkMarketing appeared first on Think CX.
ijgolding
OCTOBER 17, 2016
The Golding family car – a Renault Grand Espace we affectionately call ‘the beast’ – is reaching the end of its life. Despite transporting us to all corners of the UK; the entire length of France; and from La Coruna to Barcelona and Menorca in Spain; all good things come to an end. We have both accepted that the time has come to find a replacement.
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