InMoment XI
JULY 22, 2015
In business, we frequently say, “you can’t control what you can’t measure;” or, better yet, “you get what you measure.” We thus invest in sophisticated (read expensive) business intelligence (BI) programs run by professional teams of analysts. These BI programs frequently involve the purchase and installation of very high-end enterprise tools, supported by large databases.
Experience Matters
JULY 20, 2015
In case you missed it, here’s a recording of a recent Temkin Group webinar, Positive Psychology (PP) Infuses Customer Experience (CX). It shows how principles of PP can be used to enhance an organization’s efforts to improve CX. We’ve been using some of the underlying principles of PP within our work for years, but never labelled it that way.
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Experience Investigators by 360Connext
JULY 23, 2015
The following is a Best of 360Connext post. Do truly loyal customers actually exist? I argue the answer is no. Before you start quoting Steve Jobs and proclaiming your allegiance to the almighty Apple, please consider this: The fans of Netflix were die-hard, once upon a time. But with the emergence of other streaming services like Hulu Plus, Amazon, Redbox Instant and Crackle, once-loyal Netflix customers are switching to services that better suit their changing tastes and needs.
Steve DiGioia
JULY 22, 2015
This original article was written by Steve DiGioia. Regardless of your business, there will be the inevitable situation where a customer is dissatisfied with your product or service. It is something we never want to deal with but know that we must. In a perfect world, our product or service is everything our customers expect, everything they thought it would be.
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InMoment XI
JULY 20, 2015
If he were alive today, Henry David Thoreau might breathe a sigh of relief at having made it to today through the greed and materialism of the late 20th century. Simpler living, individualism, localization, thrift, and respect for the environment have made an incredible resurgence in recent years. Words such as “curated” and “craft” have become code.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
JULY 20, 2015
The following is a Best of 360Connext post. Reviewing customers’ online experience is one of the most common ways we at 360Connext help our clients. We have a proprietary process and corresponding report which make sure all the main objective bases are covered – navigation, ease-of-task, findability, etc. It’s part of out trademarked process called Customer Experience Investigation, which covers everything.
Storyminers
JULY 21, 2015
Jeffery Sears, CEO of PIRCH, interviewed by Mike Wittenstein of Storyminers I went to visit the new Atlanta PIRCH store in Buckhead, near Lenox Square just a few weeks ago and I was blown away by the experience. With 20 years of customer experience under my belt, it takes a lot to impress me. PIRCH […]. The post How Frustration–Through Design–Became Market Leadership appeared first on Mike Wittenstein.
InMoment XI
JULY 22, 2015
In business, we frequently say, “you can’t control what you can’t measure;” or, better yet, “you get what you measure.” We thus invest in sophisticated (read expensive) business intelligence (BI) programs run by professional teams of analysts. These BI programs frequently involve the purchase and installation of very high-end enterprise tools, supported by large databases.
Steve DiGioia
JULY 24, 2015
This original article was written by Steve DiGioia. At times we act as if we are in a vacuum, all by our self, no one’s around. We are invisible. No one’s watching me…well, are they? You’d be surprised how many eyes are on us while we work. “People watching” it’s called and it happens all the time. Especially to those in the customer […].
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Experience Investigators by 360Connext
JULY 24, 2015
I’m lucky to have some conversations with smart people all across my industry. Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. I may actually have walked away from our discussions with more questions than answers, but that’s ok with me.
Kerry Bodine
JULY 20, 2015
Happiness gurus say the key to contentment is low expectations. This is great news for the pessimists whose strategy is to expect the worst and then enjoy a pleasant surprise when the apocalypse doesn’t happen. But in the customer experience world, this doesn’t fly. You cannot sandbag your customers’ expectations by promising them a miserable experience and then hitting just above the low water mark.
InMoment XI
JULY 22, 2015
In business, we frequently say, “you can’t control what you can’t measure;” or, better yet, “you get what you measure.” We thus invest in sophisticated (read expensive) business intelligence (BI) programs run by professional teams of analysts. These BI programs frequently involve the purchase and installation of very high-end enterprise tools, supported by large databases.
Who's Your Gladys?
JULY 22, 2015
if your staff doesn't know when to break a rule or deviate from a standard process, you could be losing your most profitable customers to a savvy rule-breaking competitor. The post Knowing When to Break the Rules is Critical in Customer Service appeared first on Who's Your Gladys?
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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?
CX Journey
JULY 21, 2015
Image courtesy of BeachBumBlu I originally wrote today's post for Intradiem. It appeared on their blog on February 19, 2015. Is this the secret to employee engagement? I recently came across a TED Talk by Yves Morieux of Boston Consulting Group (BCG) and wondered if within it lies not only the answer to employee disengagement but perhaps the solution to helping companies do their part in the engagement equation.
Customer Bliss
JULY 21, 2015
Utilize the proven 5-competency framework that has launched and advanced the customer experience transformation in business-to-consumer and business-to-business companies around the world. My new book contains an explicit path and set of actions to unite your Chief Customer Officer and leadership team in leading your customer-driven transformation. It will guide you on how to earn the right to growth by improving customers’ lives.
InMoment XI
JULY 20, 2015
If he were alive today, Henry David Thoreau might breathe a sigh of relief at having made it to today through the greed and materialism of the late 20th century. Simpler living, individualism, localization, thrift, and respect for the environment have made an incredible resurgence in recent years. Words such as “curated” and “craft” have become code.
Kerry Bodine
JULY 22, 2015
Despite their tiny size, smartwatches have big shoes to fill. They evoke Dick Tracy’s video watch , Ethan Hunt’s myriad wearable tech , and Q’s parade of futuristic gadgets that 007 inevitably destroys. These fictional contraptions recognize their owners and their owners’ needs, powering up exactly when required with critical information or the means to escape a sticky situation.
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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.
Kristina Evey
JULY 19, 2015
This is a sample podcast. Due to Twitter API changed you must insert Twitter APP. Check Our theme Options there you have Option for FB Twitter API, insert the Keys One Time. Get 10 Things That Kick Booty Wave Page Builder Appropriately empower dynamic leadership skills after business portals. Globally myocardinate interactive supply chains with distinctive quality vectors.
CX Journey
JULY 23, 2015
Image courtesy of Caston Corporate Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on February 19, 2015. Has your company made an acquisition, been acquired, or merged with another company? Did you know that journey maps can help you design, redesign, and manage both customer and employee experiences through these challenging times?
InMoment XI
JULY 20, 2015
If he were alive today, Henry David Thoreau might breathe a sigh of relief at having made it to today through the greed and materialism of the late 20th century. Simpler living, individualism, localization, thrift, and respect for the environment have made an incredible resurgence in recent years. Words such as “curated” and “craft” have become code.
Steve DiGioia
JULY 20, 2015
This original article was written by Steve DiGioia. We’ve had it up to here with meetings (position your straightened hand under your chin for maximum effect). One to discuss the budget, one for payroll, one for marketing and another for something else that doesn’t benefit your customer… …sick and tired of meetings! But they are mandatory and your must go.
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Uniphore
JULY 20, 2015
Mobile devices have had a huge impact on customer expectations. These days, customers call your company from anywhere, day or night. They demand more ways to connect to you, and they’re using more than one channel to do so.
Beyond Philosophy
JULY 23, 2015
You have all done it. I know I have. It’s natural these days to stop working on a project and check your feeds, see how your post is performing, or how many favorites your latest Tweet earned. Yes, we may all be doing it, but it’s killing our chance of reaching greater productivity and harming the quality of our work. Author Ed Batista addresses this in his post on Harvard Business Review’s blog.
Esteban Kolsky
JULY 20, 2015
I have exercised my systems of patience, after using my systems of reading to dive into the blog and research published (sorry, posted using their systems of writing, editing, and publication) by Forrester recently. I had to use my patience not to react using what my daughters call my “catch phrase” — Aw, come on!! Seriously – is everything becoming a system now?
Wired and Dangerous
JULY 20, 2015
The political season is upon us! And, with another hopeful presidential candidate throwing their hat in the ring every few days, the potential candidates are getting plenty of opportunities to utter misspoken sound bites. Under the pressure of cross examination and under the floodlight of the electorate’s pursuit of a secular messiah, perfection seems to have become the standard.
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.
Uniphore
JULY 20, 2015
Customer experience is so important to consumers, that 75% of research participants told American Express 1 they’ve spent more with companies that have a history of positive customer experience.
Velaro
JULY 22, 2015
Customer engagement is being transformed by social media “buy” buttons and ecommerce live chat. Ecommerce live chat is great for customer engagement with site visitors who have a question or need some other assistance– but what about customers who just want to make a purchase and move on? Bridging the gap between the ready-to-purchase customer and the completed checkout may have just gotten a whole lot easier.
Esteban Kolsky
JULY 21, 2015
If you and I communicated recently (say, last 1-2 years) in any way – talked, emailed, came to a panel or keynote of mine, or are just lucky enough to be my client – you know how much I — er, “love” customer journey mapping (CJM). I explained a large part of it in my April CRM Magazine article “ Why Journey Mapping Wastes Time and Money “ I was adamant about the organizations trying to control the customer in view of their slow loss of control.
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