InMoment XI
MAY 27, 2015
You would tend to think that once someone has more than $100,000 saved, he or she would stop needing to worry as much about money. But that is not necessarily the case. In December 2014, MaritzCX interviewed over 1000 affluent investors ($100,000+ in assets outside of their home or 401k). A supplement of 300 individuals. View Article.
GetFeedback
MAY 28, 2015
Today we’re excited about a few updates that will go a long way to make your surveys look better, make them easier to navigate, and ultimately increase the number of completed surveys you receive.
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Kristina Evey
MAY 26, 2015
Delighted and loyal customers… we all want them. We all want them to spend their money with us. But there are a few things that your customers want you to know. Once you understand these points, they’ll be more likely to spend their money with you. They have a CHOICE, not an obligation, to do business with you. Make them happy they chose you to spend their money with.
Experience Matters
MAY 26, 2015
For the third straight year, USAA took the top spot in the 2015 Temkin Customer Service Ratings , which uses feedback from 10,000 U.S. consumers to rate the customer service of 278 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 ( download sample file ).
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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.
ijgolding
MAY 25, 2015
I often have to remind myself that I am in a privileged position in my chosen profession. I am privileged because a multitude of organisations welcome me in to their inner sanctum to help them in their quest to become more customer centric. This enables me to continue my path on a never ending journey of insight and learning. As people we never stop learning and being able to see, feel and touch Customer Experience in its many stages of evolution is an amazing honour.
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 27, 2015
You would tend to think that once someone has more than $100,000 saved, he or she would stop needing to worry as much about money. But that is not necessarily the case. In December 2014, MaritzCX interviewed over 1000 affluent investors ($100,000+ in assets outside of their home or 401k). A supplement of 300 individuals.
Customer Bliss
MAY 28, 2015
Beloved companies aren’t afraid to be themselves. They give employees permission to drop the “corporate veneer.”. They encourage employees to take the best version of themselves to work and into their relationships with customers. Beloved companies work hard to eliminate the feeling of “big company” and “little customer.”. The Container Store, urges their people to act so flexible that they give a “Gumby” award, to WestJet’s self-effacing title of “Big Shot” for their executives, the people insi
Kristina Evey
MAY 12, 2015
The emotions of your customers drive your profitability and customer loyalty. We may be hesitant to acknowledge because we all know that relationships (even business relationships) are based on emotions and communication and can get us into trouble if we are not in tune with our partner. Does the phrase “Can we talk?” sound familiar and scary?
Experience Matters
MAY 20, 2015
For the previous five years, we’ve measured effort as part of the Temkin Experience Ratings. This year, we examined 293 companies across 20 industries based on a survey of 10,000 U.S. consumers (see methodology section below). I decided to showcase the results from the effort component of those ratings. Congratulations to Hannaford , Publix , Aldi , Lowe’s , credit unions , PetSmart , Trader Joe’s , Amazon.com , Bed Bath & Beyond , Advance Auto Parts , and Walgreens for e
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
ijgolding
MAY 20, 2015
It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. It fills me with even less joy to have to do so about an organisation that I have previously admired. Regular readers of my blog know by now that I write about the good, the bad and the ugly when it comes to Customer Experience so that others may learn from the experiences that I and people in my networks have.
Experience Investigators by 360Connext
MAY 20, 2015
The following is a Best of 360Connext post. What is customer experience? According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy.
InMoment XI
MAY 27, 2015
You would tend to think that once someone has more than $100,000 saved, he or she would stop needing to worry as much about money. But that is not necessarily the case. In December 2014, MaritzCX interviewed over 1000 affluent investors ($100,000+ in assets outside of their home or 401k). A supplement of 300 individuals.
Customer Bliss
MAY 28, 2015
Beloved companies aren’t afraid to be themselves. They give employees permission to drop the “corporate veneer.”. They encourage employees to take the best version of themselves to work and into their relationships with customers. Beloved companies work hard to eliminate the feeling of “big company” and “little customer.”. The Container Store, urges their people to act so flexible that they give a “Gumby” award, to WestJet’s self-effacing title of “Big Shot” for their executives, the people insi
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.
Who's Your Gladys?
MAY 22, 2015
After ten amazing days in Italy my passion for customer service is stronger than ever. During the trip, my husband had one request, “No work on vacation!” I tried… really …but I kept finding myself taking notes. After all, I was on buses, trains and planes, in restaurants and hotels, and at museums, shops and markets. I get jazzed by excellent service, and my curiosity kicks in when things fall flat.
Experience Matters
MAY 18, 2015
Do you want to examine experiences through the eyes of your customers? Try using Temkin Group’s SLICE-B Experience Review Methodology. Download SLICE-B Scorecard (.pdf). SLICE-B is an Expert Review (a.k.a. Scenario Review) methodology where you go through a specific scenario with a specific customer type in mind, looking for experience flaws along the way.
ijgolding
MAY 14, 2015
I am going to start this post with a question you might find a little obvious – ‘do you know what the PURPOSE of your business is?’ Whilst it may be an obvious question, it is a remarkably important one. It is also a question that, from experience, I know many people find difficult to answer. Being very conscious of the continued risk of stating the obvious, it is extremely important for any organisation to have a real sense of clarity and understanding of the reason why they
Experience Investigators by 360Connext
MAY 19, 2015
Understanding what your customers are doing when is such a sexy, intriguing topic. We all want to better comprehend why our customers behave the way they do and when they make certain choices. If we can understand that, then we can understand what and how and when to sell, communicate and appreciate them! That’s why customer journey mapping is such an inviting idea.
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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, 2015
Today we finish up our series on globalization and what it means for your CX program. (See parts one, two, and three.) My colleague, Paul Herdman, sketches out some key summary considerations for actually making a global program work. Among other concerns, CX professionals creating a global program have to address the issue of standardizing the company’s.
Customer Bliss
MAY 21, 2015
In uncovering the intention and motivation of beloved companies, what becomes clear is that these companies defy traditional practices. They resist restricting customers and employees with a set of rules and regulations. In manufacturing, where friction between workers and management is almost unavoidable, it was reduced by a decision to build a partnership.
Michelli Experience
MAY 21, 2015
The average person will spend over 99,000 hours at work in the course of their lifetime. Knowing that a sizeable portion of your waking life will be spent on the job, it’s important to find something that you enjoy. It’s time to take control of your job and get the results that you want to [.
Experience Matters
MAY 12, 2015
We just published a Temkin Group report, The State of the CX Management, 2015. This is the sixth annual benchmark of CX activities, competencies, and maturity levels. Here’s the executive summary: For the sixth straight year, Temkin Group surveyed nearly 200 large companies to evaluate the state of their Customer Experience (CX) management. This year we found an abundance of CX ambition and activity.
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.
ijgolding
MAY 7, 2015
I get to experience many wonderful things plying my trade around the world. I often have to pinch myself as a reminder that the things I am seeing, touching, hearing, and smelling are real and that they are actually happening to me! Since I became an independent Customer Experience Practitioner in 2012, I have rigorously ensured that I am described as a specialist in my role – not an expert – a specialist.
Experience Investigators by 360Connext
MAY 14, 2015
Running a business can stink. You have way too many things to worry about! If you don’t pay the bills, nobody does. If you’re not making money, there’s no way to pay those bills. Prioritizing tasks can seem nearly impossible when they’re piling up on you. And when we feel overwhelmed, many of us tend to leave these priorities up to the crisis du jour.
InMoment XI
MAY 27, 2015
Today we finish up our series on globalization and what it means for your CX program. (See parts one, two, and three.) My colleague, Paul Herdman, sketches out some key summary considerations for actually making a global program work. Among other concerns, CX professionals creating a global program have to address the issue of standardizing the company’s.
Customer Bliss
MAY 19, 2015
Are your employees clear about what you deliver to your customers and why its different? Would ten random employees in your company give the same answer when asked, “What is our purpose?” Clarity of purpose moves people from executing tasks to delivering experiences customers want to repeat and tell others about. Read More: What Defines Your Experience?
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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.
Who's Your Gladys?
MAY 14, 2015
What does love got to do with customer service? Everything! While in past years, many business tomes and educators advised us to keep the “F word” – feelings – out of business, things have changed dramatically. What keeps customers coming back, and referring all their friends and relatives, is how they FEEL about your company.
Experience Matters
MAY 6, 2015
My tenure as Chair of the Customer Experience Professionals Association (CXPA.org) is over, but my passion for the association has never been stronger. During the Spring of 2010, my wife Karen & I had a “crazy” idea… let’s create a non-profit professional association for the people who call themselves customer experience professionals.
Michelli Experience
MAY 7, 2015
Nothing is stranger than the truth! In case you missed it, a police officer in North Carolina is suing Starbucks for a spilled cup of FREE coffee. Let me not make light of the fact that the officer purportedly burned himself when the lid popped off his free cup of Starbucks. The officer claims that [.
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