InMoment XI
MARCH 26, 2014
In yesterday’s blog, I discussed how Maritz Research has been studying the emotional side of customer experience over the past couple of years. I tried to highlight findings that clearly indicate it is essential for companies to understand and try to manage the emotional aspect of customer experience. Emotions are powerful drivers of customer decisions.
GetFeedback
MARCH 7, 2014
The“triple bottom-line” is a movement for companies to succeed in financial profitability, while still giving back to the community.
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Joe Rawlinson
MARCH 24, 2014
'The role of customer service manager means keeping both customers and employees happy. Having the right educational background and skills is a good start. But learning about your team and what makes them more effective is a priority. These suggestions will get you moving in the right direction to building an award-winning customer service team that consistently keeps their customers raving positively about them.
Win the Customer
MARCH 7, 2014
'When you fall in love you gladly go the extra mile for that special someone every time. Everything you do, are, and want to be is what will make that special person truly happy.
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Aveus
MARCH 6, 2014
“My clients get paid for making successful decisions. My job is to provide the insights that increase the probabilities that they will make better decisions.” — Frank Pleticha. Frank and I reconnected recently. He had helped Aveus with our own customer experience research efforts some years ago and also assisted us on client work. Then we lost touch.
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
MARCH 26, 2014
In yesterday’s blog, I discussed how Maritz Research has been studying the emotional side of customer experience over the past couple of years. I tried to highlight findings that clearly indicate it is essential for companies to understand and try to manage the emotional aspect of customer experience. Emotions are powerful drivers of customer decisions.
Very Best Service
MARCH 28, 2014
'Customer experience vs customer service: a war of words? The debate rages on between supporters of customer experience and fans of customer service. The former argue that customer experience is holistic, it covers the whole range of interactions between the company and its customers, pre-sale, during the sale itself and post-sale. In their vision, they reduce customer service to processes put in place when clients need problems fixed or when they wish to notify the company of their new address.
Joe Rawlinson
MARCH 31, 2014
'It’s the nightmare scenario no business manager wants to experience: admitting your company has been the target of a data breach. Unfortunately, it is a situation many businesses may have to deal with at some point. The Identity Fraud Report published by the strategy and research company Javeline reports that 13.1 million consumers were the subjects of identity fraud in 2013 , with data breaches pinpointed as one way criminals access private information.
Win the Customer
MARCH 2, 2014
'Organizations that "get" customer experience and are known for their excellent customer service, realize that it''s more about the people you assemble to serve than the processes you have in place.
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Service Untitled
MARCH 28, 2014
'Perhaps the most repeated complaint when having to deal with poor customer service is the need to keep calling back when something is wrong with a product. Most of us want to think problems should be resolved with the initial contact; at the very least let’s get our complaint directed to the department in charge. Too often however, it becomes a litany of bad experiences, repeated phone calls, and thus the eventual loss of brand loyalty and business.
Amity
MARCH 3, 2014
You’ve succeeded at putting a crack Customer Success team in place. They are showing results to your bottom line, adoption is growing and trials are converting. It’s a well-oiled machine – but is it perfect? It’s probably pretty close. But like all departments within any organization, there is always room for improvement – especially as your SaaS offering evolves and your customer base grows.
InMoment XI
MARCH 26, 2014
In yesterday’s blog, I discussed how Maritz Research has been studying the emotional side of customer experience over the past couple of years. I tried to highlight findings that clearly indicate it is essential for companies to understand and try to manage the emotional aspect of customer experience. Emotions are powerful drivers of customer decisions.
Doug Leather
MARCH 11, 2014
'What company doesn’t want to be customer-centric? It’s highly unlikely that any executive wakes up in the morning and makes a statement along the lines of – “Customer-Centricity is not important to us and we shouldn’t consider it!”. That said, to move beyond the lip-service that is so evident around this topic/set of capabilities requires both courage and a commitment to a transformational journey.
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.
Touchpoint Dashboard
MARCH 11, 2014
'Today, customer experience is at the forefront of company strategy across industries worldwide. Customer journey mapping is universally seen as an ideal starting point to understand your business from your customer’s perspective, collect voice of the customer and other evidence, and put it all in one place.
Win the Customer
MARCH 3, 2014
'Customers are living, breathing, feeling individuals who need care, attention, and meaning when it comes to the experience we create for them in our customer service offerings.
Service Untitled
MARCH 10, 2014
'With happy customers comes repeat business, referrals, and of course loyalty; all adding to a customer oriented culture that ultimately places an organization as being more popular and valuable. The customer-centric legend, Zappos, an e-retailer with a unique approach to selling shoes and a variety of other merchandise, focuses its culture on pleasing the customer at a personal service level.
Smith+co CX
MARCH 10, 2014
'THE INTERNET OF THINGS enabling your fridge to talk to your kettle to talk to your spouse MOBILE EXPERIENCE which allows consumers to do everything on the move and may well help to solve the obesity crisis if only people can develop skinny fingers PREDICTIVE ANALYSIS means brands know what customers are going to do before they know it themselves (scary!
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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
MARCH 24, 2014
Next time you’re in Detroit, head on up to 2648 West Grand Boulevard. Just off the Lodge and a few streets past the hospital you’ll see Hitsville, USA. With a little imagination you’ll hear the sounds coming from Studio A of Diana, Marvin, Stevie, Smokey and the many others that made Motown famous. . View Article.
Amity
MARCH 25, 2014
A free trial version of your SaaS offering is a very efficient method of getting users to understand the value of your product and create demand for it. On the surface it appears to be a great means of showing, not telling, why your solution is the right answer to their problems. However, many potential customers can, and do, evaluate your product without ever contacting you and well, sadly vice versa.
Doug Leather
MARCH 19, 2014
'I’m guilty! I admit that I’m a customer-centric evangelist because quite frankly, how else can you build meaningful competitive advantage? Customer-centricity is all about differentiation and it’s almost impossible to sustain differentiation around product, price and distribution footprint. But you can sustain differentiation around your customer knowledge, insights and understanding.
Win the Customer
MARCH 19, 2014
'Without consistency in your service execution, one-off customer experiences can cause confusion and foster disappointment in your customers. Creating the framework for consistent excellence in service is key to long term customer delight.
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.
Service Untitled
MARCH 14, 2014
'Facebook gives organizations the opportunity to “WOW” customers with their human and approachable touch so important to building business, loyalty, and the development of a company’s brand. With over one billion active users, why not use Mark Zuckerberg’s brilliant social platform to help to build an audience, engage them in interesting conversation about one’s product or service, and then have the opportunity to convert visitors into more customers?
Smith+co CX
MARCH 20, 2014
'So let’s get a little Professor Brian Cox * here. On first glance, electrons appear to behave in a predictable wave-like pattern, but quantum theory tells us that in fact the picture is much more complex. A bit like customer experience really. When we think about customer experience, we classically think about the linear or circular journey. As we are all realising however, we’re having to completely re-think this approach since the continued growth of digital and social channels means the cust
InMoment XI
MARCH 25, 2014
“Just ask how I’m feeling. Just ask and I may tell you…but no one does.”[1] ——- Think about the last time you dined at a restaurant. How did that experience make you feel? When the restaurant manager came to your table to welcome you back and thank you for your business, did you feel appreciated? .
Amity
MARCH 13, 2014
Software development aims to be a process, like building a bridge. First lay the foundation, then raise the supports, etc. Unlike building a bridge, however, there are no fixed goals by which to judge the product complete. Similarly, there are few fixed reusable components from which to build a new software bridge; we don’t have steel I-beams or specific recipes for concrete.
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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.
Doug Leather
MARCH 4, 2014
'Let’s face it. There is very little new about the concept of customer-centricity. There is however, plenty of room for improvement in both strategy and execution. What creates the problem? The traditional functional and product silo design of organisations creates serious problems. In these instances it’s almost impossible to operationalise around ‘the customer.
Win the Customer
MARCH 10, 2014
'With the growing number of channels by which customers can now contact businesses, call centers must adapt their strategy and structure to leave room for coordination, collaboration, and enhance the customer experience.
Service Untitled
MARCH 24, 2014
'Amazon’s $20 increase for Prime members certainly drew a lot of derogatory hoopla this past week with social media and forums all buzzing with criticism about the 25% hike. In fact, according to Brand Key, a loyalty consulting agency, Amazon’s ratings dropped from 93% to 83% two days following the hike. “Based on immediate Prime member reactions, they may have underestimated the negative effects of the increase,” stated Brand Key.
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