InMoment XI
MAY 2, 2016
Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues. This was a follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study. Customers were asked about their vehicle service behaviors and vehicle repurchase behaviors since.
AskNicely
MAY 16, 2016
Having the right dashboard can revolutionize your business in terms of success and your own enjoyment. A dashboard is meant to give you vital information and data at a glance, with users able to access everything from sales and marketing data to finance, inventory reports and website analytics. Essentially, a dashboard puts all your critical info into one spot in a neat and visual display so you don’t have to log into different systems to get all of the information you need.
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Experience Matters
MAY 26, 2016
We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Kaiser Permanente and TriCare deliver the best customer experience of any health plan, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of companies based […].
Vonage
MAY 24, 2016
New research from NewVoiceMedia offers a compelling view of the consequences of poor customer service in the U.S. The results reveal that an estimated $62 billion is lost by U.S. businesses each year following bad customer experiences. With revenue being transferred between companies at such an alarming rate, the study highlights the considerable impact that customers have on a business’s success.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Steve DiGioia
MAY 23, 2016
This original article was written by Steve DiGioia. In a previous article I wrote about how small, seemingly insignificant comments & actions can make a difference toward creating a positive customer experience. In that case, it was just a few pleasant words from a new gas station attendant that started my day on an upbeat note. Here’s another example….
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
MAY 2, 2016
A few years after graduating with my masters in marketing research, I returned to the University of Texas at Arlington to attend their semi-annual marketing research event. This is around mid-2000s. I had the great opportunity to watch a panel made up of representatives from two research firms and two client firms. The topic of. View Article.
Experience Investigators by 360Connext
MAY 18, 2016
Thoughts from the Cleveland Clinic Patient Empathy Summit (Part 1) I had the immense honor of being a part of the Cleveland Clinic Patient Empathy Summit. This is the place where the idea of patient experience became a reality. These are the people who are making it happen. To say I was impressed is an […]. The post The Intentionality of Patient Empathy appeared first on Customer Experience Consulting.
Experience Matters
MAY 16, 2016
Senator Corey Booker delivered yesterday’s commencement speech at my son’s graduation from The George Washington University. Despite the unusually cold and windy setting, Booker was captivating and inspiring. He shared lessons that he had learned from his father, as well as from the death of Hassan Washington, a teenager who was shot and killed in Newark.
Customer Bliss
MAY 19, 2016
It’s been a busy week (aren’t they all?) because of CX Week , where I had the pleasure of speaking with Mark Ramsey of Audi about their customer experience transformation. I did want to create a quick blog post about customer experience competencies, however. I write about this often because it’s the cornerstone of the work we all do.
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Steve DiGioia
MAY 16, 2016
This original article was written by Steve DiGioia. Once again we identify the reasons for failure, reasons why your employees feel isolated and the reasons why you’re not a good leader. Maybe YOU’RE the weak link in the company’s chain. I hope not. Here’s Part 2. You…. 18. Fail to recognize employee milestones. Do you even know the birthdays of your employees, or their work anniversary?
Who's Your Gladys?
MAY 17, 2016
This simple exercise creates lasting changes in the way your team thinks and acts with customers. Why? They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works. The post A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys!
InMoment XI
MAY 27, 2016
“For Fortune 500s, it’s more than just a sleepover, it’s a change initiative,” – Sabeen Ali, AngelHack Last Thursday and Friday, Utah employees of MaritzCX held their first hackathon of 2016. MaritzCX and its software predecessor Allegiance have held hackathons at least once a year for the last few years. Starting this year, MaritzCX is planning.
Experience Investigators by 360Connext
MAY 24, 2016
Customers can’t always tell us what they want, even when we ask them to leave feedback. So is there another way to learn what they will want next, before they take their business elsewhere? Customer data, feedback and market research can still help guide your next innovation. You just need to see the experience though a different lens, and be willing to […].
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.
Experience Matters
MAY 26, 2016
We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. USAA, State Farm, and The Hartford deliver the best customer experience in the insurance industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of […].
Vonage
MAY 25, 2016
Research unveiled this week from NewVoiceMedia reveals that $11 billion is lost by businesses in Australia each year following a bad customer experience – an increase of 38 percent and $3 billion from 2014. With revenue being transferred between companies at such an alarming rate, the study highlights the considerable impact that customers have on a business’s success.
ijgolding
MAY 23, 2016
When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement. The ability of a company to robustly and continuously capture a ‘fact based’ understanding of how capable they are of meeting customer needs and expectations is critical if they have a desire to achieve customer focused success.
Customer Bliss
MAY 26, 2016
Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. The following is a preview of the content you can expect from this exclusive, live webinar. Customer Experience is not a new idea. In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
InMoment XI
MAY 27, 2016
“For Fortune 500s, it’s more than just a sleepover, it’s a change initiative,” – Sabeen Ali, AngelHack Last Thursday and Friday, Utah employees of MaritzCX held their first hackathon of 2016. MaritzCX and its software predecessor Allegiance have held hackathons at least once a year for the last few years. Starting this year, MaritzCX is planning.
Experience Investigators by 360Connext
MAY 26, 2016
#of hours/year: this is when health happens. @markhymanmd #PESummit pic.twitter.com/ETpMikdraP — Jeannie Walters (@jeanniecw) May 16, 2016 Thoughts from the Cleveland Clinic Patient Empathy Summit (Part 2) In case you missed it, you may be interested in reading Part 1: The Intentionality of Patient Empathy. Considering the patient experience as an overall idea is relatively new […].
Experience Matters
MAY 25, 2016
We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. TV service providers and Internet service providers received the lowest overall customer experience scores, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on […].
Vonage
MAY 24, 2016
New research from NewVoiceMedia offers a compelling view of the consequences of poor customer service in the UK. The results reveal that an estimated £11 billion is lost by UK businesses each year following a bad customer experience. With revenue being transferred between companies at such an alarming rate, the study highlights the considerable impact that customers have on a business’s success.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
NICE inContact
MAY 24, 2016
V oice of the Customer is a hot topic at companies looking to become more customer-centric or improve their customer experience. For many, this term has become synonymous with customer feedback surveys, but that’s not exactly true. Voice of the Customer is a multi-faceted process to learn more about your customers. What do they want? What do they need?
Storyminers
MAY 4, 2016
[originally posted on the User Testing Blog 3/06/2016 by Spencer Lanoue ]. Investing in customer experience drives revenue growth and increases customer loyalty. According to Gartner , customer experience will be the main battleground for competing companies over the next two years. And when researchers analyzed the experience and revenue data from two $1 billion+ companies for a recent study published in the Harvard Business Review , they found that: In transaction-based businesses , customers
InMoment XI
MAY 25, 2016
While customer experience (CX) is already an established discipline in the English-speaking world, it has remained on an immature level in Germany for years. But without a doubt, customer experience has now become a hot topic for many German companies. Large enterprises have started to consolidate CX activities in one central function, and SMEs implement.
Who's Your Gladys?
MAY 26, 2016
We're excited about the proven transformative results that service teams will get from using this book. We piloted the program in Taming Gladys! with six companies and they had a lot to say about its effectiveness for creating customer loyalty. The post Create Fierce Customer Loyalty with “Taming Gladys!” appeared first on Who's Your Gladys?
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Experience Matters
MAY 23, 2016
We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Out of 17 utility companies we looked at, Florida Power & Light and SoCalGas tied for the top spot. Each earned a rating of 67%, which put them […].
Vonage
MAY 23, 2016
The customer is always at the center of the customer’s universe, which means that your own concerns, hopes, processes, branding efforts and so forth are, at most, tangential to your customers. This is a simple but hard to grasp reality. Simple because it is so direct and extreme. Hard to grasp because it is, essentially, unnatural. Those of us who work directly with customers (and those of us who design the systems that affect how your company works with customers) are human beings.
Calabrio
MAY 25, 2016
Recently, Facebook announced at its F8 developer conference that it would allow businesses to build “bot” technology for Facebook Messenger. Chatbots are equipped to answer basic questions from customers, accept orders, and provide general customer assistance. The theory is that companies can better serve their customers using bots because they will be readily available when needed.
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