February, 2015

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Customer experience in the UK and US – Are we speaking the same language?

InMoment XI

US customers have higher expectations than UK ones, and US companies have been quicker to adopt customer experience platforms and technology. Nigel Cover of MaritzCX assesses whether the UK has anything to learn from across the Pond.

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Report: What Happens After a Good or Bad Experience, 2015

Experience Matters

'We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2015. This is our annual analysis of which companies deliver the most and least bad experiences, how consumers respond after those experience (in terms of sharing those experiences and changing their purchase behaviors), and the effect of service recovery (see last year’s report ).

Report 228
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The epic failings of Emirates: are brands really trying hard enough when it comes to Customer Experience?

ijgolding

'As someone who spends his life eating, talking, breathing, writing and generally living everything to do with Customer Experience, it is inevitable that on occasion I may get tagged as a serial ‘moaner’ It is true to say that I often highlight the less than palatable experiences I encounter. However, I am just as quick […].

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Good Business Is About Showing Customers the LOVE Through Good Customer Service

Kristina Evey

'The secret sauce to getting more customers and making more money? Show Your Customers The LOVE! Show Your Customers the Love. It doesn’t get any simpler than that. Think about the way we build personal relationships… we see someone we are attracted to, we do things to get them to notice us, we try to find out more about them, we do things to try to impress them, we pay attention to them, we notice what makes the happy and/or sad, we do our best to make them feel good or happy.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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3 Popular “Customer-Centric Ideas” that Totally Miss the Point

Experience Investigators by 360Connext

'Words matter. And in a time when we abuse the heck out of them, they actually matter more. Literally. Imagine how often I hear words being used with the best of intentions , but not tied to anything remotely related to the actual customer experience. Allow me to share a few examples. 1. “The Year of the Customer” …or other such labels for a new customer experience project.

More Trending

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Customer experience in the UK and US – Are we speaking the same language?

InMoment XI

US customers have higher expectations than UK ones, and US companies have been quicker to adopt customer experience platforms and technology. Nigel Cover of MaritzCX assesses whether the UK has anything to learn from across the Pond. Often quoted George Bernard Shaw once said, “England and America are two countries separated by the same language”; View Article.

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Report: Employee Engagement Benchmark Study, 2015

Experience Matters

'We just published a Temkin Group report, Employee Engagement Benchmark Study, 2015 , which is our annual analysis of U.S. employees. Here’s the executive summary: We used the Temkin Employee Engagement Index to analyze the engagement levels of more than 5,000 U.S. employees. We found that although employee engagement overall has increased over the past year, engagement levels still vary by organization, industry, and individual.

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Opinion or Reality? Does Customer Experience really make a difference?

ijgolding

'I am unlikely to be the first person to write an article focusing on whether or not the Customer Experience really makes a difference. I am also unlikely to be the last. On a weekly basis, Customer Experience Professionals all over the world are being challenged to demonstrate the ‘tangible’ value focusing on the Customer […].

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Niceness Makes ALL the Difference in Reducing Patient Angst

Kristina Evey

'Patient Satisfaction Starts with the Heart. Customer service and being nice can make or break a first impression, especially in a medical office. My family recently changed insurance companies due to the recent health care changes. We were heartbroken that this also meant we had to change our physicians we’d been with for the past 10 years.(To be accurate, we could have stayed with them, but it would have cost us an additional $300 per month.).

Insurance 179
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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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Exclusive Chicago Auto Show Interview: Consumer-Driven Innovations

Experience Investigators by 360Connext

'The Chicago Auto Show, now in its 107th year(!), is a showcase of what’s new and what’s next in auto design and development. This means more than just amazing new vehicles, this means learning about how storied industries like this one continue to use the voice of the customer in their product development. Customers have a new voice in innovation.

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Setting Customers Straight Can Be an Act of Customer Service

Who's Your Gladys?

'Have you ever had a client settle for a less robust product or service, because she couldn’t afford what she really needed (or wanted)? Managing a customer’s expectations, particularly when they want more than they’re able or willing to pay for, can be dicey. Here’s an. Best practices Communicating with Customers Customer Service customer service mindset customer service performance Developing People Dissatisfied customer Engagement Marilyn Suttle Mood Management Who''s Your Gladys?

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Customer experience in the UK and US – Are we speaking the same language?

InMoment XI

US customers have higher expectations than UK ones, and US companies have been quicker to adopt customer experience platforms and technology. Nigel Cover of MaritzCX assesses whether the UK has anything to learn from across the Pond.

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People-Centric Experience Design (Video)

Experience Matters

'Last year, I published a free eBook called People-Centric Experience Design (PCxD). Experiences are all about people, the customers who interact with your organization and the employees who shape those interactions. Most approaches to customer experience, from voice of the customer programs to customer journey mapping, deal with the logical, left-brain elements of customer experience.

Video 245
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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Leveraging the soft and fluffy: how important are soft skills in delivering Customer Experiences?

ijgolding

'Yesterday I had the enormous pleasure of co-chairing the first ever Customer Experience Professionals Association (CXPA) Members Insight Exchange to be held outside of the US. The gathering of Customer Experience Professionals (CXPs) from across Europe was as inspiring an occasion as I hoped it would be. I have always said that when you put […].

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Clarifying the Role of the CCO – Competency #4

Customer Bliss

'Competency #4: Proactive Experience Reliability and Innovation . Know, before customers tell you, where experience reliability is out of sync. Deliver peace-of-mind, consistency and innovation. Competency 4 builds out your “Revenue Erosion Early Warning System” and your evolving experience innovation process in “marquee” moments in your customer journey.

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Can We Have Innovation Without Leveraging Customer Feedback?

Experience Investigators by 360Connext

'I had the opportunity to check out all the shiny new cars at the Chicago Auto Show on the media preview day last week. We’ll have more to share from this later this week, but for now, we wanted to share an observation about innovation. Is innovation so forward-looking you can’t rely on customer feedback? Or should customer feedback be what drives everything, including innovation?

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360 Degree Customer Experience Webinar

SuiteCX

We are thrilled to be collaborating with Data University on various CX topics, the first of which features Valerie and our recent thought leadership on how to achieve a holistic customer experience. Download the webinar: [link]. Check out Data University for other content related to Customer Experience, Marketing and more!

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The Open CCaaS Advantage Report

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.

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Creating a CX Win-Win-Win Scenario for Companies, Customers and Customer-Facing Employees

InMoment XI

Customers won’t pay for better service. It’s all about price. Isn’t that the lesson we learn from consumer trends like show-rooming, where consumers shop in stores like Best Buy and then surf online to buy the products they looked at for a cheaper price? This philosophy is conventional wisdom among many companies with limited service. View Article.

Company 200
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12 Ways To Engage With The Customer Experience Professionals Association

Experience Matters

'I recently posted about the Past and Exciting Future of the Customer Experience Professionals Association. After reviewing our progress over the last few years, I am even more excited about the future of the organization and what it means for CX professionals worldwide. In that post I unveiled an updated version of the CXPA.org’s mission statement: The Customer Experience Professionals Association is the premier global non-profit organization dedicated to the advancement and cultivation o

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Making life difficult for customers makes no sense at all! Case studies from Marriot Hotels and Debenhams

ijgolding

'We are living in a world where consumer expectation is changing as rapidly as ever before. New technology is enabling people to do what they want, when they want to do it, wherever they happen to be. We crave speed, simplicity and consistency in our interactions. All around the world, this change in consumer expectation […].

Hotels 208
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Uncover the “Cracks in the Foundation” and Take Action to Fix Them

Customer Bliss

'As much as we’d like comments alone to compel operational change, it isn’t going to happen. Operations won’t be inclined to change a process that involves 2,200 employees because of a list of quotes. That information is not actionable or operational enough to gain attention or drive accountability. You need to offer people a way to account for the issues in a reliable and automated manner.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Future Marketing: 3 Ways to Speak to Tomorrow’s Customer

Experience Investigators by 360Connext

'Besides the predictable onslaught of product announcements and amazing trade show booths, many discussions around the needs of future customers took place recently at the Consumer Electronics Show , the behemoth of tech conferences, in Las Vegas, Nevada. Many of the trends emerging, though not terribly surprising, call for a unique kind of marketing strategy.

Marketing 203
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Are your property values up? Thank Starbucks

Michelli Experience

'What does brand equity get you? Among other things – happy neighbors! According to recent reports, when a Starbucks opens nearby your property values rise – alot. Before you think this phenomena occurs anytime a multi-national company opens its doors in your vicinity, the research also shows that its better to have Starbucks than Dunkin [.

Report 142
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Creating a CX Win-Win-Win Scenario for Companies, Customers and Customer-Facing Employees

InMoment XI

Customers won’t pay for better service. It’s all about price. Isn’t that the lesson we learn from consumer trends like show-rooming, where consumers shop in stores like Best Buy and then surf online to buy the products they looked at for a cheaper price? This philosophy is conventional wisdom among many companies with limited service.

Company 200
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The Importance of Compassion in Customer Service

Who's Your Gladys?

'When you bring the word compassion into a business conversation, many people don’t really get what it means or why you’d want to “do that” in a corporate environment. Some think it means feeling sorry for someone. Others may recall that it has something to. Customer Service customer service mindset customer service performance Listening passion performance Who''s Your Gladys?

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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360 Degree Customer Experience: A Practical Approach to Holistic CX

SuiteCX

Click here to view SlideShare. Customer Experience as a holistic enterprise is not easy to measure. Don’t make the mistake of thinking your digital metrics are telling the whole story. 360 Degree Customer Experience: A Practical Approach to Holistic CX. 1. 360o Customer Experience: A Practical Approach to Holistic CX Data University 2/13/15. 2. ©2015 suitecx – Confidential Customer Experience: All the cool kids say they are doing it 2. 3. ©2015 suitecx – Confidential But what is “it”?

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Clarifying the Role of the CCO – Competency #3

Customer Bliss

'Competency #3: Build a Customer Listening Path. Seek Input and Understanding, Aligned to the Customer Journey. Competency 3 unites your organization to build a “one company” listening system constantly refreshing with multiple sources of quantitative, qualitative, and experiential feedback to tell the story of your customers’ experience, guided by the customer journey framework.

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Challenges of Improving the SaaS Experience

Experience Investigators by 360Connext

'Software-as-a-Service, commonly referred to as SaaS, continues to grow in both size and scale. We use SaaS products for everything from payroll management to paying our taxes to publishing our newsletters to writing our books. SaaS is a great business model. Set up a service that is updated, integrated and easy for customers to use to get things done.