InMoment XI
JANUARY 29, 2015
Many of you may recognize the title of this Eric Clapton song showcased in the 1986 film The Color of Money. The song is a self-reflective piece that Clapton wrote for the album, August.1 As it turns out, the song’s title and first verse also aptly describe one of the characteristics that distinguish companies having.
Experience Matters
JANUARY 30, 2015
'Earlier this month, we published Lessons in CX Excellence, 2015 , which provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Here’s a recording of a recent webinar going over highlights from the report: See listing of Temkin Group’s recorded webinars. The bottom line : Learn from award-winning CX programs.
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ijgolding
JANUARY 29, 2015
'This week I am focusing my blog on the importance of developing ‘authority’ as a Customer Experience Professional in celebration of the upcoming CXPA Members Insight Exchange on the 10th February in London. If you have not read all about how to earn authority as a Customer Experience Professional here. I am delighted to follow […].
C3Centricity
JANUARY 19, 2015
As you have no doubt already noticed, my Blog posts and those of many other Bloggers too, are often prompted by real-world experiences. This week is no exception. I want to share with you some examples of how companies jeopardise the loyalty of their customers and also seriously limit their chances of getting repeat purchases. [.]. The post Are you Jeopardising your Customers’ Loyalty?
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Kristina Evey
JANUARY 13, 2015
'Resolutions Don’t Work… HABITS Do. . First off, I hope all of you had a wonderful holiday season and are looking forward to the promises and opportunities of 2015. . Many of you likely fell into the nostalgic traditions of setting New Year’s Resolutions with big plans and the best of intentions. And… like the MAJORITY of folks, most (if not all) of those resolutions have already fallen by the wayside.
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
JANUARY 29, 2015
“…I hate you!”; so said Kevin the Teenager from the BBC’s Harry Enfield comedy program. We all feel like that from time to time—life can seem unfair and have its ups and downs. However, it would probably be intolerably boring if everything went perfectly all the time (although I’d be prepared to give it a.
Experience Matters
JANUARY 30, 2015
'Earlier this month, I published Temkin Group’s CX Trends for 2015 , which labeled 2015 as “The Year of the Employee.” Here’s a recording of a recent webinar going over those trends: See listing of Temkin Group’s recorded webinars. The bottom line : Focus on your employees this year!
ijgolding
JANUARY 26, 2015
'When I started out on my Customer Experience career many years ago, I had no idea that Customer Experience would ever be recognised as a profession. As I started to influence the organisation I was working for, I also did not realise that to be the best Customer Experience Professional I could be, I was […].
SuiteCX
JANUARY 19, 2015
Yep, we’ve been at this a while. It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements.
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Customer Bliss
JANUARY 29, 2015
'Here are three actions (and the need for a lot of responses) to help you pull the customer experience work into focus: 1. Know Where You Are In the Process. You have assembled many groups of people in the company to identify customer touch points. Yes _ No _. You have brought in customers to validate and course-correct our findings. Yes _ No. You have now held numerous sessions and people are starting to wonder what you are going to do with this mapping.
Experience Investigators by 360Connext
JANUARY 28, 2015
'Have you ever not realized how great something was until after you should have? A friend who is more “there for you” than you ever realized. A car that isn’t quite as finicky as you thought. Or a colleague who maybe isn’t so bad after all. We’ve all been there, and I had my “a-ha” moment recently regarding an exceptional customer experience I have on a daily basis.
InMoment XI
JANUARY 29, 2015
Many of you may recognize the title of this Eric Clapton song showcased in the 1986 film The Color of Money. The song is a self-reflective piece that Clapton wrote for the album, August.1 As it turns out, the song’s title and first verse also aptly describe one of the characteristics that distinguish companies having.
Experience Matters
JANUARY 22, 2015
'Customer connectedness is one of Temkin Group’s four CX core competencies. A key capability in this area is a strong voice of the customer (VoC) program. This video highlights our model for creating a VoC program, called the 6D’s: Detect , Disseminate , Diagnose , Discuss , Design , and Deploy. Also, check out our VoC/NPS Program Resources. The bottom line : Great companies learn from, and act upon, the voice of their customers.
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.
ijgolding
JANUARY 21, 2015
'Anyone who is lucky enough to have a family with three or more children will be able to empathise with the age old problem of booking hotel accommodation. As the average family size in the UK has continued to rise (1 in 7 families with children in the UK have three or more children), the […].
Who's Your Gladys?
JANUARY 27, 2015
'Like so many consumers these days, I look to the internet for all kinds of product information. A few months ago, I was looking for fun socks for a social media campaign I was working on and came across Sock It to Me Socks. Their brand identity is colorful and entertaining. Their socks come in crazy fun designs. Customer Service Delighting customers Lori Jo Vest social media Uncategorized Who''s Your Gladys?
Customer Bliss
JANUARY 27, 2015
'Beloved companies know that the outcome of their decisions and their actions reveal who they are and what they value. Companies who decide to believe make belief a competency of their business, people, and operation. Are you a company of believers? Review the ten actions of believers. Can you say yes to each action? . 1. Make employee selection a priority.
Experience Investigators by 360Connext
JANUARY 27, 2015
'Customer experience is all about people. Customer engagement and satisfaction are great concepts, but creating outstanding customer experiences comes down to simple personal interaction and care. I recently had an experience that reminded me just how far passion and care can take you when it comes to customer experience. Last week, I met a man named Franc Zamudio , founder and manufacturer at ModTimber , a custom reclaimed furniture design shop out here in Oakland, California.
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InMoment XI
JANUARY 29, 2015
“…I hate you!”; so said Kevin the Teenager from the BBC’s Harry Enfield comedy program. We all feel like that from time to time—life can seem unfair and have its ups and downs. However, it would probably be intolerably boring if everything went perfectly all the time (although I’d be prepared to give it a.
Experience Matters
JANUARY 20, 2015
'We just published a Temkin Group report, Lessons in CX Excellence, 2015. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. The report, which is 98 pages long, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.
ijgolding
JANUARY 14, 2015
'This is not the first time I have written about John Lewis. A British retailer recognised by many as the epitome of a people (customers and employees) focused brand, their challenge for a long time has been to maintain their position as a Customer Experience leader for others to look up to and admire. Founded in 1864, the perception of John Lewis as a brand you can trust has been built over many years of hard work – hard work in adapting to the world around it and the ever changing needs
Storyminers
JANUARY 26, 2015
From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters. They used the then-new tech to operate more efficiently and profitably—mostly by shifting work from a company’s payroll to its customers’ shoulders.
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.
Customer Bliss
JANUARY 22, 2015
'The customer experience that gets you the most confidence with your customers is to get the basics right. You must clear the hurdle of random experiences, and set the foundation in product and service reliability (“They get it right.”) before you move on to building a personal relationship with customers (“They know me.”) that ultimately broadens into customers referring you to others.
Experience Investigators by 360Connext
JANUARY 26, 2015
'While many of the readers of this blog (that’s you!) are familiar with customer experience terms and ideas, most people still are not. It’s not uncommon to get a bit of a long stare after I answer the question of “ what do you do ?” at a cocktail party or on an airplane. So I explain our work of helping companies and organizations understand the true experience of their customers, leading to improved experiences.
InMoment XI
JANUARY 29, 2015
Many of you may recognize the title of this Eric Clapton song showcased in the 1986 film The Color of Money. The song is a self-reflective piece that Clapton wrote for the album, August.1 As it turns out, the song’s title and first verse also aptly describe one of the characteristics that distinguish companies having.
Experience Matters
JANUARY 19, 2015
'Whether or not you are celebrating Martin Luther King Day (It’s a Temkin Group holiday), it’s a great opportunity to reflect on some of MLK’s inspiring messages. I find that his words of change, personal accountability, and love hold true across many settings, including how we run our organizations. Last year, I mapped some of MLS’s quotes into our four CX competencies.
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Michelli Experience
JANUARY 20, 2015
'So would you? Would you have your wedding at Starbucks? How about your reception? Lets switch venues, how about at Taco Bell or Subway? While I have never heard of a Taco Bell reception, I have been tracking the phenomena of Starbucks weddings and receptions since I worked on my first book about the company [.
Storyminers
JANUARY 26, 2015
'From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.
Customer Bliss
JANUARY 20, 2015
'Customers are assets to be cared for and nurtured. Beloved companies are always aware of how their assets are growing or shrinking. Knowing the value of a long-term customer guides the company’s decisions on how they welcome new customers and continue to develop existing customer relationships. The formula for success is Belief + Investing = Growth.
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