March, 2015

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Video: Warranty as a Differentiator

InMoment XI

You may have read the article in the March 16th edition of Automotive News “As GM trims warranties, will buyers even notice?” GM is phasing out its 5-year/100,000 mile powertrain warranty on Chevrolet and GMC vehicles and the million dollar question is – does it matter? Can warranty be an important part of the buying. View Article.

Video 200
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What makes the the worlds #1 Customer Experience brands?

ijgolding

'As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world’s ‘best’ Customer Experience brands are. ‘Who is good at CX?’ is a pretty typical question. It is a good question to ask and one that I […].

Brands 343
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How to Do Market Research for a Business Plan

QuestionPro Audience

Business Plan Research. For a successful market research and analysis business plan, you will need answers to many critical market research questions. What demographic is your product or service most likely to appeal to? What is the forecast for the industry you are in? How have other products or services similar to your own done over time? What are your competitors doing right or wrong and how can you capitalize on any market openings?

Marketing 150
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A Graceful Goodbye

SuiteCX

I won’t let the door hit me on my way out. If you love somebody, set them free. It’s not just a Sting lyric, but also a wise CX philosophy! Today was admin day, the day to deal with invoices, billing, etc. Leading a startup sometimes requires some adjustments, and thus I found myself faced with ending a couple of business relationships. There is rightfully a lot of focus in CX regarding how customers should be treated throughout their lifecycle, but what most companies actually do is focus

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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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Report: State of the CX Profession, 2015

Experience Matters

'We just published a Temkin Group report, State of the CX Profession, 2015. This is the fifth year that we’ve examined the roles of CX professionals and the second year that we’ve done a compensation study. Here’s the executive summary: To better understand the mindset and roles of CX professionals today, we surveyed 270 CX professionals and then compared their responses to similar studies we conducted over the previous four years.

Report 200

More Trending

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Video: Warranty as a Differentiator

InMoment XI

You may have read the article in the March 16th edition of Automotive News “As GM trims warranties, will buyers even notice?” GM is phasing out its 5-year/100,000 mile powertrain warranty on Chevrolet and GMC vehicles and the million dollar question is – does it matter? Can warranty be an important part of the buying.

Video 200
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Customers + Employees = People. People = Business. Why Business is all about People

ijgolding

'If you have ever heard me speak in public, it is very likely you will have endured hearing me recount my favourite quote of all time. I know that ‘quotes of the day’ are not everyone’s bag, but sometimes you hear someone say something or are referred to something someone in authority has said and […].

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Is Your Customer Experience Technology Helpful or Creepy?

Experience Investigators by 360Connext

'As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. Trends are always a big part of SXSW , but each year it comes down to people. People are the ones introducing these bold ideas and making them become part of the greater world.

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Governance in Customer Journey Mapping

SuiteCX

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards.

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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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Examining Five Years of Temkin Trust Ratings

Experience Matters

'We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate the level of trust that consumers have with 293 organizations across 20 industries. Download 2015 Temkin Trust dataset for $295 ( see sample file ). Since it’s the fifth year of the ratings (see ), I’m taking a look at some trends: Four industries have increased their Temkin Trust Ratings for four consecutive years: Airlines, computers, banks, and cred

Wireless 174
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Five Conditions to Repair the Emotional Connection with Your Customer

Customer Bliss

'Repairing the emotional connection with your customers and reaping good results has conditions. Your apology must: Be genuine. Restore confidence in being associated with you. Honor those harmed. Explain and work to resolve the problem. Be delivered swiftly and with humility. Remember when you were a kid and your brother or sister punched you or pinched you?

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Warranty as a Differentiator

InMoment XI

You may have read the article in the March 16th edition of Automotive News “As GM trims warranties, will buyers even notice?” GM is phasing out its 5-year/100,000 mile powertrain warranty on Chevrolet and GMC vehicles and the million dollar question is – does it matter? Can warranty be an important part of the buying.

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Guest post – Do not judge a contact centre by its accent!

ijgolding

'I remember reading a customer complaint letter whilst I was working with a large UK retailer. The complaints that were listed were all valid and well articulated, yet it was the final comment that sticks in my mind. It was along the lines of, “and when are you going to close down your Indian call […].

Retail 163
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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Content Marketing Advice You Can’t Afford to Miss

Experience Investigators by 360Connext

'Content marketing is such a big trend and for good reason! (In case you didn’t know it, the only marketing we’ve ever done here at 360Connext is blogging , speaking and social sharing.) I’m a believer. One of the smartest experts on this subject is Andy Crestodina , co-founder of Orbit Media and the author of Content Chemistry. (This is a fantastic resource of a book!

Marketing 177
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Here’s How to Help Your Team Handle a Puzzling Service Situation

Who's Your Gladys?

'When a member of your customer service team is struggling with a challenge, what do you do? It''s tempting to give orders or jump in and fix things yourself. Instead, empower your staff to find their own solutions. Here are a few useful ways to develop a team of creative problem solvers.

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H-E-B and Credit Unions Top 2015 Temkin Trust Ratings

Experience Matters

'We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate the level of trust that consumers have with 293 organizations across 20 industries ( see.pdf with full list ). You can see all of the company data on the Temkin Ratings website. Download dataset for $295 ( see sample file ).

Airlines 248
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Six Critical Checkpoints for a CCO

Customer Bliss

'Suggesting a Chief Customer Officer may seem frivolous to leaders who believe they already focus on customers. There’s often a proliferation of tactics and projects underway. The problem is these disconnected actions don’t amount to anything significant for customers. Here are six conditions and six critical checkpoints for considering a CCO: 1. Will leaders be okay with someone (other than themselves) driving consensus on customer strategy and deliverables?

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Video: Stephan Thun: Investigating Customer Experience

InMoment XI

Has the process of investigating the customer experience become part of the customer experience? Is responding to customer feedback important? In the last video of the series, Stephan Thun, CEO of MaritzCX EMEA, explains how consumers value the feedback forum and sharing opinions and therefore the importance of giving something back to the consumer to.

Video 200
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Shopper Centricity: re-designing the high street store customer experience

ijgolding

'This is not the first time I have written about bricks and mortar retail stores. The British high street has been under significant pressure for many years now – I have documented its demise since I started writing three years ago – you can read my opinions in the following posts: I’m not paying to […].

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5 Essentials for a Happy Business Travel Experience

Experience Investigators by 360Connext

'I’ve been traveling a lot in the month of March. I’ve been thinking about what it means to be a business traveler (who happens to be a woman) on the road. It’s easy to complain about the parts of the travel experience we don’t like, like airplane passengers who ask to switch with me so I could get the middle seat when they want the aisle seat I’m assigned.

Travel 224
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What If You Served Your Employees and Let Them Serve the Customer?

Who's Your Gladys?

'I shared a Stephen Covey quote on LinkedIn earlier this week, which read “Always treat your employees exactly as you want them to treat your best customers.” It’s a statement that I believe in 100%. When I’ve managed employees, I’ve expected the top levels of performance, though I’ve. attitude Best practices Customer Service customer service mindset customer service performance Leadership Lori Jo Vest performance Who''s Your Gladys?

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Drive GTM Efficiency with Tech Stack Consolidation

Consolidating your tech stack is an effective cost-saving measure that drives GTM efficiency and adds value to your enterprise. With a cohesive, integrated tech stack, your revenue teams can deliver an excellent customer experience that sets you up to win faster than your competitors.

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Fidelity Investments Leads Investment Firms in Customer Experience

Experience Matters

'We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers. Here are some highlights from investment firms: The investment industry’s average declined sharply over the past year, down from 67.7% in 2014 to 64.0% in 2015. The industry tied for 9 th place out of the 20 industries we evaluated.

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Take the Cross Silo Assessment and Get 11 Implementation Tips

Customer Bliss

'Most CEO’s no longer need to be convinced of the importance of retaining customers and developing relationships with profitable customers. What’s on their mind is how to accomplish this feat inside their organizations. Take stock of where your company is today in managing collective cross-silo work. Consider each statement. Determine whether it applies to your company.

Tips 145
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Video: Stephan Thun: Investigating Customer Experience

InMoment XI

Has the process of investigating the customer experience become part of the customer experience? Is responding to customer feedback important? In the last video of the series, Stephan Thun, CEO of MaritzCX EMEA, explains how consumers value the feedback forum and sharing opinions and therefore the importance of giving something back to the consumer to.

Video 200
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Two steps forwards, five steps back: No-one said transforming the Customer Experience is easy!

ijgolding

'Every job has its ups and downs. Whether you are a teacher, a doctor, an accountant, a sales rep, an IT consultant or an artist, some days will be better than others. I could continue to name more professions, but the principle would be the same – as sure as night follows day, good will […].

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2 Retail Sectors That Are Completely Changing the Game: FMCG & Q-Commerce

Speaker: Joe Heather, Deliverect GM (UK&I) & Noah Hayes, Deliverect GM (US&CA)

Fast-Moving Consumer Goods (FMCG) and Quick Commerce (Q-commerce) are two vibrant sectors that have undergone significant transformations with the advancements in digital technology. With growing internet penetration and the proliferation of smartphones, consumers' purchasing habits have unsurprisingly evolved. They now demand quick, convenient, and seamless shopping experiences, which both FMCG and Q-commerce sectors strive to provide.

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Key Insights from Next Generation Customer Experience: Day One

Experience Investigators by 360Connext

'I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping. Throughout all these sessions, as well as the sidebar conversations in the San Diego sunshine, certain topics came up from many angles.

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Free Cookies! Using Survey Incentives to Get Customer Feedback

Who's Your Gladys?

'Look at the bottom of just about any store receipt and you’ll find a survey with some kind of incentive. Whether it’s a $10 coupon for your next visit or a free cookie, companies are doing what they can to get customers to provide feedback. And the information they. Customer Service Who''s Your Gladys?

Survey 143
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USAA Leads Credit Cards in Customer Experience

Experience Matters

'We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers. For the fifth straight year, USAA took the top spot in credit cards with a rating of 80%, placing it 13 th overall out of 293 companies across 20 industries. USAA has been the highest-rated credit card issuer since the Ratings began in 2011.