InMoment XI
MAY 10, 2016
Recently, I had the great pleasure of meeting with over 500 CX professionals across dozens of industries at the MaritzCX Fusion Conference. We heard presentations on advancements in CX technology, consultative tools, innovative ways to present data and how to evolve your organization’s CX maturity with a deliberate plan. Amidst all of this great content.
Customer Bliss
MAY 10, 2016
Episode Overview. Samir Bitar and I had a very spirited discussion about his role in leading a transformation of the Smithsonian visitor experience. Like many folks who attain a Chief Customer Officer level type role, Samir had been developing a robust visitor experience for just one of the 19 museums on the Smithsonian campus. His success there earned him his role to lead the work across the entire Smithsonian campus. .
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Steve DiGioia
MAY 9, 2016
This original article was written by Steve DiGioia. You think you’re a good leader. You have the position, the title and the power. You’re the boss. But your employees don’t work hard for you, they talk behind your back and morale is poor. You don’t understand why. Well, here’s why. You…. 1. Manage from your office. You can’t tell how your business is running by just looking at reports while sitting at your desk.
ijgolding
MAY 10, 2016
I am extremely fortunate to be able to travel the world talking to anyone who will listen about the importance and significance of Customer Experience. Last week, I was asked to talk about the subject with Tim Elliott – presenter of the Drive Time radio show for Dubai Eye in the United Arab Emirates. It is with great pleasure that I am delivering a series of Customer Experience Masterclasses in the region and Tim wanted to know what it was all about.
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InMoment XI
MAY 10, 2016
In today’s fast moving and demanding marketplace, front-line employees must be equipped to handle customer requests in a more nimble, knowledgeable, and engaging manner. Simply checking the box and “processing” requests isn’t enough to keep customers happy. Engagement–being able to connect at a more emotional level–is proving time and again to be a key differentiator.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Matters
MAY 10, 2016
Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, we track many consumer attitudes. To gauge the overall quality of life for the U.S. population, we created the Temkin Well-Being Index (TWBi) based on a few of those attitudinal elements. The TWBi is based on a survey […].
ijgolding
MAY 11, 2016
Honesty and transparency – two words that warm the cockles of my heart but that are not often associated with the world of business. I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot.
InMoment XI
MAY 10, 2016
Recently, I had the great pleasure of meeting with over 500 CX professionals across dozens of industries at the MaritzCX Fusion Conference. We heard presentations on advancements in CX technology, consultative tools, innovative ways to present data and how to evolve your organization’s CX maturity with a deliberate plan. Amidst all of this great content.
Kerry Bodine
MAY 8, 2016
I stood unsteadily on the side of the mountain, desperately clutching a thick chain that had been anchored deep into the rock next to me. My vision narrowed. My breath became shallow. My legs started to shake violently. I found myself unable to move. Several feet away, the trail that I was on abruptly ended, and a sheer cliff met the ground 1000 feet below.
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Vonage
MAY 9, 2016
We can always use fresh perspective, and spring is the perfect time for it. When we’ve settled into our regular flow of work it is easy for us to fall into patterns of repetitive and underwhelming practice. Businesses thrive on dynamic creativity, positive energy and constructive vision. We can’t afford to fall in the hole of “just good enough” business.
Experience Investigators by 360Connext
MAY 10, 2016
One of my favorite things to do is to facilitate a co-creation session with a client and their customers. They always lead to incredible insights thanks to the honest feedback of those in the room. Recently, I facilitated a session with a B2B company that was losing a bit of ground to disruptive competitors. I bet many […]. The post Why Claims of History Fail to Impress Today’s Customers appeared first on Customer Experience Consulting.
InMoment XI
MAY 10, 2016
In today’s fast moving and demanding marketplace, front-line employees must be equipped to handle customer requests in a more nimble, knowledgeable, and engaging manner. Simply checking the box and “processing” requests isn’t enough to keep customers happy. Engagement–being able to connect at a more emotional level–is proving time and again to be a key differentiator.
Alida
MAY 10, 2016
Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical. Customer Experience is not a new idea. In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers.
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 10, 2016
Small details make a big difference in customer service and with a little extra effort, you can create a memorable experience for your customers. The post Stellar Customer Service in Fast Food appeared first on Who's Your Gladys?
Experience Investigators by 360Connext
MAY 11, 2016
Loyalty is often the holy grail of customer experience. It’s seen as the end goal. The raison d’etre for many companies. After all, loyal customers mean more revenue, more repeat business, more referrals and just more more more! Yes, loyal customers mean more. But how do you define loyalty among your customers? How do you know […]. The post How Do You Define Loyalty in YOUR Organization?
InMoment XI
MAY 10, 2016
Recently, I had the great pleasure of meeting with over 500 CX professionals across dozens of industries at the MaritzCX Fusion Conference. We heard presentations on advancements in CX technology, consultative tools, innovative ways to present data and how to evolve your organization’s CX maturity with a deliberate plan. Amidst all of this great content.
ijgolding
MAY 9, 2016
It is with a very heavy heart that I publish this blog today. A few weeks ago, Customer Experience Specialist and CCXP, Sean Tomlinson, was kind enough to send it to me. Tragically, Sean passed away at the end of April. I have decided to publish the blog in his memory – I know that he will have wanted me to – I hope you enjoy reading the thoughts of an incredibly passionate and inspiring man who was as driven by Customer Experience as anyone… I have a confession to make.
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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?
C3Centricity
MAY 8, 2016
One of my clients, who is following the 50 weekly actions for customer centric excellence described in Winning Customer Centricity, asked me for some further ideas on co-creation. Since working more closely with customers is the best way to understand, satisfy and delight them, I am impressed that she is taking co-creation even further. In fact, I […].
Michelli Experience
MAY 11, 2016
It’s that time of year when we remember and honor our mothers, so allow me to harken back to a “momism” that was frequently uttered in my childhood home. Marie Michelli was quick to say, “tell me who you run around with and I’ll tell you what you are.”. The upshot of that saying is that the people with whom you associate will define you and that we are all held accountable through our reputation.
InMoment XI
MAY 10, 2016
In today’s fast moving and demanding marketplace, front-line employees must be equipped to handle customer requests in a more nimble, knowledgeable, and engaging manner. Simply checking the box and “processing” requests isn’t enough to keep customers happy. Engagement–being able to connect at a more emotional level–is proving time and again to be a key differentiator.
Customers That Stick
MAY 8, 2016
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Comm100
MAY 13, 2016
60% of consumers decided against conducting a business transaction due to a poor service experience , according to a 2014 report conducted by American Express. It’s clear that failing your customers, no matter how difficult they are, can lose your company a great deal of business. So how do you deal with difficult customers? The first step is to identify the type of difficult customer you are working with.
Beyond Philosophy
MAY 12, 2016
Emotions affect our behavior, more than many of us like to admit. With so much riding on our behavior in a consumer economy, understanding these emotions and how they influence consumer behavior is a key to increasing customer loyalty and retention in our highly competitive market. One emotion customers feel that no one can afford to ignore in their Customer Experience is worry.
CX Journey
MAY 12, 2016
Do you know the difference between empathy and sympathy? And when to use one over the other? Have you been using the terms - and the feelings - correctly? There's definitely a difference between the two, and I'll provide examples to call out when to use one over the other. Or even when to use them together, which is often the case, but not always. I'll start with some definitions, as I often do.
transcosmos Information Systems
MAY 12, 2016
Due to limited resources, availability, and lack of applicants that meet particular qualifications, service desks managers and leaders alike have difficulties finding the right members to add to their team. Developing and improving the IT Service Desk team requires not only technical skills but people skills as well that will make the organization competent and confident in providing necessary IT support and solutions to its users.
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.
OpinionLab
MAY 9, 2016
Forbes recently explained customers expect more of companies on a daily basis. Considering that, in sophisticated industries with substantial competition for customer dollars, is it any wonder some brands think redesigning their website will give them a CX edge? But when they do, how can they know whether or not the changes worked? Certainly, constantly listening to your customers is critical.
Beyond Philosophy
MAY 9, 2016
Distressed jeans may be fashionable, but it’s much harder to sell a product that appears damaged. That’s because we typically believe that a damaged product isn’t worth as much as one that’s in perfect condition. Research into the psychology behind recycling supports this idea. According to the research, consumers make subconscious decisions about the value of recyclables before deciding whether to throw them in the recycling bin or toss them in the trash.
Vonage
MAY 11, 2016
The Salesforce World Tour London is on May 19 th and we are delighted to have been selected as one of the Salesforce 2016 Customer Success stories. I am excited to be sharing our story and talking about how Vax has transformed its customer service as a key part of the customer journey. At Vax, we recognise that time is important to our customers and being easy to do business with; an effortless experience is what customers expect.
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