The Sorcerer’s Apprentice Generation
InMoment XI
JUNE 10, 2015
I don’t care what companies know about me, I’m really not that interesting. This is what Nina, my 20-something running friend, mentioned the other day on one of our longer jaunts.
June, 2015
200 
The Art of Customer Service
AskNicely
JUNE 18, 2015
The one secret to turning your customers into raving fans and stop million dollar mistakes. The world has been preaching the importance of customer service more than the Bible itself and yet I see company after company running into the same critical mistakes. You read complaints in the newspaper, you see them on the news and in the connected society we have become, customer service needs to stop being an afterthought.
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USAA and Amazon Top 2015 Temkin Web Experience Ratings
Experience Matters
JUNE 30, 2015
For the second straight year, USAA took the top spot in the Temkin Web Experience Ratings. Based on a study of 10,000 U.S. consumers, the 2015 Temkin Web Experience Ratings examine 262 companies across 20 industries ( see full list of companies (.pdf) ). You can see all of the company data on the Temkin Ratings website. Download dataset for $295 ( download sample file ).
Guest Post – How Contact Centres can Better Influence the End-to-End Customer Experience
ijgolding
JUNE 30, 2015
We all know how challenging customer experience management has become these past few years. Now that most customers use a number of disjointed platforms to interact with companies, contact centres face the challenge of building and maintaining a consistent experience across multiple touch points and channels. We live in an age where the power is in the consumer’s hands.
Turn Payments Into Personalization: Unlock the Value of Transaction Data
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
A New Name, A New Logo—And A Lot More To Come!
Kerry Bodine
JUNE 25, 2015
We think a lot about brand and how it can be expressed, both visually and experientially. So you can imagine that we’re kind of obsessed about the development of our new brand identity for Kerry Bodine & Co. We’ve had the joy of working with Mel Lim Design to evolve the visual elements of our brand over the past several months. It’s been fun to explore different logos, color palettes, photo styles, and page layouts to figure out the best external expression of our internal culture.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
More Trending
The Sorcerer’s Apprentice Generation
InMoment XI
JUNE 10, 2015
I don’t care what companies know about me, I’m really not that interesting. This is what Nina, my 20-something running friend, mentioned the other day on one of our longer jaunts.
Listen and then Repeat
Customer Bliss
JUNE 30, 2015
This sounds ridiculously simple, right? Think again. Eight out of ten phone calls, retail interactions and service calls begin with prescribing a solution to a customer before the customer need is really listened to, understood and validated. The beginning of an interaction can be the time when customers will want to vent. Let them. Customers want validation.
H-E-B Earns Top Spot in 2015 Temkin Emotion Ratings
Experience Matters
JUNE 23, 2015
For the previous five years, we’ve measured emotion 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 emotion component of those ratings. Congratulations to H-E-B , Publix , Chick-fil-A, Trader Joe’s, USAA, Aldi , Hy-Vee , PetSmart , Dairy Queen , Walgreens , and Amazon.com for earning the top scores in the 2015 Temkin E
Book Review – Chief Customer Officer 2.0 – How to Build Your Customer Driven Growth Engine
ijgolding
JUNE 16, 2015
Unless you have been living in a cave, it will not have escaped your attention that a number of organisations around the world have been introducing a new job title. In fact, they have been doing so for quite some time. Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do!
The Ultimate Guide to Monetizing Customer Learning
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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.
Journey Mapping Q&A: Customer Journey Mapping Workshops
Kerry Bodine
JUNE 23, 2015
Back in May, I presented a webinar called “ 10 Ways To Use Customer Journey Maps ” as a part of Qualtrics ’ CX Week. (You can download the slides here. Or watch the webinar —just register for free at CXWeek.com and look for my webinar on the Wednesday agenda.). In this three-part blog series, I’m answering all of the great audience questions from the webinar.
The 5 Customer Leadership Competencies Every CCO Must Embrace
Experience Investigators by 360Connext
JUNE 24, 2015
I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! It’s more than a manifesto and detailed enough to be a handbook, so read on to see why you should pick it up ASAP! Pioneering the Role of CCO. For those who may not somehow know just who Jeanne is, let me introduce you to one of my early influencers and now friends.
Offshoring: A Failed Experiment in CX? Time To Do the Math
InMoment XI
JUNE 30, 2015
A friend of mine works for an offshore outsourcing company and recently said to me that he thought that offshoring of customer care/support was a failed experiment. His comment came just after I had a frustrating offshore experience of my own with my bank. I was looking at my banking activity online and noticed that. View Article.
Listen and then Repeat
Customer Bliss
JUNE 30, 2015
This sounds ridiculously simple, right? Think again. Eight out of ten phone calls, retail interactions and service calls begin with prescribing a solution to a customer before the customer need is really listened to, understood and validated. The beginning of an interaction can be the time when customers will want to vent. Let them. Customers want validation.
Reimagine Your Communications With A Unified Platform
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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.
Hospital (Almost) Provides Valuable Patient Status
Experience Matters
JUNE 19, 2015
In a recent visit to a hospital, a member of my family spotted this patient status screen. It’s a great concept, keeping family members up to speed on the status of their beloved patient as he or she is in surgery. While it’s a wonderful idea, the design falls flat. Take a look at the confusing status items: This is an example of what I call the Design of Little Things (DoLT).
Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all!
ijgolding
JUNE 15, 2015
Doing what I do for a living, I am not easily shocked when I am exposed to unsatisfactory Customer Experiences – either my own, or those that are shared with me. This week, a good friend of mine shared a video clip that almost made me spit out the mouthful of coffee I had just supped! The video served as an extremely powerful lesson of the damage that FAILURE to deliver the experiences that customers EXPECT from a brand can do.
The Always Up-To-Date Guide To CX Events
Kerry Bodine
JUNE 20, 2015
I’m often asked about customer experience conferences: What’s out there? Where am I speaking ? Which conferences would I recommend? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.
5 Ways Everyone Wins with Proactive Social Media Engagement
Experience Investigators by 360Connext
JUNE 22, 2015
Social media as a customer service channel is now a given. Customers turn to this method when they are frustrated, and aren’t afraid to air their grievances publicly. 67% of consumers have used a company’s social media site for servicing, according to J.D. Power. Marketers and other business leaders could actually prevent customer service issues by using social media to share more proactively with customers and their communities. 1.
Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience
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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?
Offshoring: A Failed Experiment in CX? Time To Do the Math
InMoment XI
JUNE 30, 2015
A friend of mine works for an offshore outsourcing company and recently said to me that he thought that offshoring of customer care/support was a failed experiment. His comment came just after I had a frustrating offshore experience of my own with my bank. I was looking at my banking activity online and noticed that.
Do You Have a “Mrs. Not-Helpful” Working for You?
Steve DiGioia
JUNE 28, 2015
This original article was written by Steve DiGioia. We know what we look like. We see ourselves each day, from the bathroom mirror while brushing our teeth, to combing our hair, to one last look at how our clothes fit before we rush out the door to work. But is that how others see us? Here’s what happened to me today… I went […]. The post Do You Have a “Mrs.
Report: Economics of Net Promoter, 2015
Experience Matters
JUNE 16, 2015
We just published a Temkin Group report, Economics of Net Promoter, 2015. Here’s the executive summary: Net Promoter ® Score (NPS ® ) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? We asked thousands of consumers to give an NPS to 293 companies across 20 industries, and then we examined the connection between NPS and four key areas of loyalty.
Transformational Leadership – the key to unlocking the competencies of Customer Experience Professionals
ijgolding
JUNE 9, 2015
If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis. Over the years I have had the pleasure of meeting and working with a large number of CXPs.
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.
What Does Your Brand Stand For? No, Really.
Kerry Bodine
JUNE 18, 2015
Have you seen the website Honest Slogans ? Its clever creators juxtapose well-known brand logos against taglines that would make their respective brand managers cringe. My favorites include: Best Buy : Try it out before buying it on Amazon. Gillette : We’re just going to keep adding more blades. WebMD: Convince yourself that you have a terminal illness.
Improve the Customer Experience In 60 Minutes or Less
Experience Investigators by 360Connext
JUNE 17, 2015
“It’s just so much!” It’s a refrain I hear and live every day. Executives tell me: There is usually so much we COULD do with customer experience. We want to provide more, better, faster…but in order to do that for our customers we have to change entire legacy systems, hire totally new teams, and shift budget dollars from one place to another.
Offshoring: A Failed Experiment in CX? Time To Do the Math
InMoment XI
JUNE 30, 2015
A friend of mine works for an offshore outsourcing company and recently said to me that he thought that offshoring of customer care/support was a failed experiment. His comment came just after I had a frustrating offshore experience of my own with my bank. I was looking at my banking activity online and noticed that.
Gain Consensus on Your Moments of Truth and Inspire CX Creativity
Customer Bliss
JUNE 25, 2015
Do you have consensus on how to define the experience you deliver to your customers? Do you have consensus on the stages of the experience? Have you mapped the touchpoints to know which are most critical to: driving revenue. forming a relationship/bond. rescuing customers at risk. retaining and growing share of wallet. Have you done the research and work to know what customers value most, what drives them emotionally so that you can build differentiated actions?
The Open CCaaS Advantage Report
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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.
Walmart’s Pay Increase Will Probably Lower Costs
Experience Matters
JUNE 11, 2015
Walmart recently announced that it plans to raise wages for more than 100,000 of its managers and employees in specialized departments. Why would the “everyday low prices” retailer add a ton of new costs to its ongoing operations? I want to explore a hypothesis that this move will actually lower Walmart’s long-term costs. I know it sounds counter-intuitive; how do you lower costs by spending more?
“It’s not what you know but…”
Michelli Experience
JUNE 25, 2015
According to the old adage that sentence stem ends with “who you know.” On stage and in writing lately I have concluded that the old adage doesn’t tell the whole story. As such I have modified it to say: “It’s not what you know OR who you know. It’s what you know ABOUT who you know.” [.
The Smartwatch Experience Falls Victim To High Expectations
Kerry Bodine
JUNE 11, 2015
If you’re in the market for computers you can strap to your body, you’ve come to the right future. You can control your PowerPoint presentations by waving your arms , track your vertical drop as you hit the slopes, and keep track of what Fido is up to while you’re at work. Want to take your workouts up a notch? Take your pick of fitness trackers that go in your shoes , in your ears , on your wrist , or around your ankle.
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