InMoment XI
JULY 6, 2015
A friend of mine just had an amazing customer experience. She bought an Apple Watch and what happened after is something we can apply to the automotive industry. Let me know what you think. Until next time.
Experience Investigators by 360Connext
JULY 6, 2015
Customers don’t care who owns what part of their business , but organizations often do. This conflict leads to customer frustration and decreased loyalty. Think about it. Your org chart most likely is split into what the business sees as logical groups. Marketing might include web site teams and digital marketing departments, but probably doesn’t include recruiting.
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Experience Matters
JULY 7, 2015
We just published a Temkin Group report, Unlocking Customer Insights From Contact Centers: From Agent Productivity to Enterprise Intelligence. Here’s the executive summary: Companies have traditionally viewed their contact centers as cost centers and have consequently focused most of their energy on making agents as efficient as possible. However, companies are now beginning to realize that contact centers actually contain a wealth of deep, untapped information about customers.
Storyminers
JULY 6, 2015
Starbucks wasn’t the first place to let customers buy something on-line and pick it up in-store. However, they’ve done a good job of integrating the new service into their operations. The details have been engineered into an amazingly simple experience that makes it easy on customers—and easy on the baristas. This kind of technology horsepower […].
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.
InMoment XI
JULY 7, 2015
Mountain America Credit Union Wins 2015 Customer Experience Excellence Award Experts at Gartner, the world’s leading information technology research and advisory company, and 1to1 Media, a customer strategy media company, have named Mountain America Credit Union the winner of the Innovation in Customer Insight category at the 2015 Customer Experience Excellence Awards.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ijgolding
JULY 6, 2015
For the last three years, anyone who has followed my writing exploits will be fully aware that I am keen on sharing a story or two…or three…or four!! I have always believed that a good story can bring to life any theory and when it comes to the world of Customer Experience, the power of influence a good story can have is undeniable. The stories that are often the most powerful are those that prove the art of what is actually possible.
Steve DiGioia
JULY 6, 2015
This original article was written by Steve DiGioia. Are you a positive influence or one of negativity? Do you sugar-coat things or get straight to the point? Is your glass half full or half empty? Much can, and has, been said about the best way of approaching a situation or a way of doing business that can be stressful for many. We all […]. The post The 2 Best Ways to Stand Out From The Crowd appeared first on Steve DiGioia and was written by Steve DiGioia.
Who's Your Gladys?
JULY 7, 2015
I watched a very interesting conversation a few weeks ago, at a trade association breakfast. The event, a breakfast roundtable, had drawn a sophisticated business audience, ready to network and make connections. As the women at our table began talking, we somehow ended up on the. The post What You Choose to Say Matters in Customer Service appeared first on Who's Your Gladys?
CX Journey
JULY 9, 2015
Image courtesy of karith There are many voices you need to listen to when developing your customer experience strategy. You listen to your customers and to your employees. You do listen to them, right? Both of them? Think those are the only voices you should be listening to in order to improve the customer experience? Nope! They're not the only ones.
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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
JULY 7, 2015
As the proud owner of a beautiful Victorian house, my wife Naomi and I know full well the challenges that looking after such a valuable, historic asset entail. Built in the late 1800’s, the house has required numerous ‘makeovers’ over the decades to maintain its grandeur. Maintaining it is not easy (or cheap) though. There are times when it feels a little like painting the Golden Gate Bridge – as soon as you finish, you have to start all over again.
Steve DiGioia
JULY 8, 2015
This original article was written by Steve DiGioia. Fresh off a week’s vacation in Disney World, it’s understandable that my thoughts lead back to customer service and how Disney, or any of the leading service companies, provides the highest level of service and experience to their customer. When you are so good at what you do, it seems effortless. This becomes a quality […].
Wired and Dangerous
JULY 6, 2015
1. Be the Attitude You Want Your Customers to Show – We all enjoy serving happy customers. You can help them act pleasant by showing them how. Aim your best smile and warmest attitude toward your customer. Optimism and joy are contagious. 2. Never Let Customers Leave Disappointed – Even if you can’t always give customers what they want, you can always give them a great service experience.
CX Journey
JULY 7, 2015
Today's post is a modified version of a post I originally published on Touchpoint Dashboard on February 4, 2015. One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. You put it on the wall. And nothing changes. To that I answer: " You're doing it all wrong." You map because you need to understand the customer experience; you know that you cannot transform something you don't understand.
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Joe Rawlinson
JULY 8, 2015
Millennials are estimated to have a combined purchasing power of $2.45 trillion globally this year. It is only fair that they expect retailers to try and understand what they want. Millennials spend a great part of their time on the internet, not just to learn, communicate and organise their social lives but to shop too. And for retailers, this means understanding more about how to engage with this demographic and working out what they require from a shopping experience.
Michel Falcon Experience
JULY 9, 2015
Every business, regardless of size or industry, has goals (or service-level agreements) to achieve success. For a sales-centric organizations, perhaps it’s revenue targets. For marketing-focused companies it might be lead generation through their online campaigns. But what is it for customer-centric organizations? You know what organizations I’m talking about.
Win the Customer
JULY 8, 2015
When service energy is low, that’s when organizations become plagued with constant problems, consistent customer complaints, and the service experience continues to fall short of customer expectations. Organization that lack vitality in their service experience will always face the persistent topics of how to improve service in their conversations.
Beyond Philosophy
JULY 7, 2015
When it comes to Customer loyalty and retention, most organizations want to appeal to the rational side of their Customers. What I know from over a decade in the Customer Experience game, however, is that rationality has less to do with it than you think. Over 50% of the Customer’s Experience is tied to their emotions. So if you want to earn a Customer’s loyalty and keep them coming back to you, you have to embrace the emotional side.
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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?
Forrester
JULY 10, 2015
Expectation Maps are a Smart Way to Visualize Customer Journey Emotion. Talking to clients, it's interesting to see and hear how the topic of "customer needs" still comes up as frequently as the sun comes out in Singapore. In a day and age when customer "needs," such as food, clothing, and human interactions for example, are largely met, it makes sense for CX professionals to shift focus towards dynamically changing and ever evolving expectations of what a quality experie
Andrew Mcfarland
JULY 9, 2015
Bad service hurts businesses in many intangible ways – company’s reputations suffer, customers spread bad news via negative word of mouth and potential new customers avoid maligned and disparaged companies. But it turns out there can be tangible costs too! TWC must pay $229,500 for robocalling woman 153 times. Let this be a warning to [.].
Win the Customer
JULY 6, 2015
Like relationships in nature, there needs to be a greater business-customer symbiosis based on the believe that what’s good for customers can also be good for business. The relationship between companies and customers affects almost all areas of the organization and each point of engagement, whether personal or digital has consequences on current and future […].
Beyond Philosophy
JULY 5, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.
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.
Tricia Morris
JULY 7, 2015
As customer service and the overall customer experience become key differentiators for brands and organizations across all industries, it has never been more important to know as much as you can about your customers and their expectations for service and engagement across channels. The newly-released 2015 U.S. State of Multichannel Customer Service Report published by Microsoft Dynamics CRM and Parature, from Microsoft shows that consumers now use at least four different channels regularly when
Forrester
JULY 7, 2015
Last week I stumbled across The Behavioral Economics Guide, 2015 (which you can find here ). I'm kind of a Daniel Kahneman/Dan Ariely junkie so I immediately started scrolling through it looking for articles of interest. And there, on page 8…big score! A graphic that plots the relative Google search frequency of the term "customer satisfaction" against the search frequency of the term "customer experience.".
Win the Customer
JULY 7, 2015
If there is one principle that should be added to the vocabulary of every service experience practitioner is should be: “Finish the experience you’ve started.” The work of finishing what you’ve started seems overly simplistic, yet is often one of the most disregarded principle of service experience. One of the most common mistakes that organizations make today […].
Beyond Philosophy
JULY 9, 2015
The demand for corporate social responsibility continues to sweep the brand marketplace. According to new research from Nielsen, corporate social responsibility is important as a benefit to positive branding efforts. We also know for your brand reputation positive press is key. What you may not realize, however, it is also critical to winning the hearts and minds of the coveted group of women consumers.
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Provide Support
JULY 6, 2015
In a huge variety of brands offering similar products or services, how do you separate yours from the competition? Since price becomes much less of a deciding factor when choosing between your brand and competitors, caring for your customers and nurturing relationships with them has never been more important in growing a successful business. Zig Ziglar once famously said, “People don’t buy things for logical reasons, they buy for emotional reasons” Statistically, 75% of buying
ForeSee
JULY 7, 2015
The retail store environment plays a unique role in today’s technology-driven world. Customers develop relationships with companies using a variety of devices and channels, but the brick-and-mortar store adds the element of in-person interaction, where your associates represent the face and voice of your company. If you’re currently measuring the retail store customer experience or looking to start, here are five ways you can get more value from your voice of customer data.
Forrester
JULY 6, 2015
Forrester's CX team is running a study on the State of Customer Experience in companies and would love your help. You just have to take our short (15-minute) survey. The purpose of the survey is to gain insight into: How companies staff and manager their customer experience efforts. Their attitudes and behaviors in relation to customer experience innovation.
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