InMoment XI
OCTOBER 9, 2015
It strikes me that, when looking at your social network, a surprising reality emerges: a very small minority of people in the network are responsible for the network’s overall success and value. This is clearly a case of “more is not necessarily better.” Below are five (four of which are actually part of your social network) segments.
Experience Matters
OCTOBER 6, 2015
Once again, Temkin Group is publishing a new infographic for CX Day. You can see the full infographic below. Here are links to: Download a printable infographic (.pdf). Download a printable 18″ x 24″ poster (.pdf).
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Kerry Bodine
OCTOBER 5, 2015
Happy CX Day! On this important day, I want to discuss an important topic: strategy. In a recent post , I lamented how many companies today focus on business strategy first and customer experience strategy second. They decide what they’re going to do—and, as an afterthought, make decisions about how they’ll deliver their products and services. Everyone loves to talk about how Zappos.com delivers a great customer experience.
Vonage
OCTOBER 6, 2015
Whenever I call Federal Express to arrange an outgoing shipment of Ron Kaufman books, tapes, videos and learning resources, FedEx already knows my name, address and account number … even before I tell them who is calling. FedEx has linked “inbound caller identification” to their customer database to improve customer experience. With this powerful combination, they do know who is calling … before they answer the phone.
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InMoment XI
OCTOBER 6, 2015
Leadership and distributing knowledge is the key to being successful today in a communication-heavy environment. The following is the first of three blogs that focus on developing leadership—the type of leadership that will allow your company to excel.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customer Bliss
OCTOBER 6, 2015
In Competency Three (Customer Listening Path), you follow the customer journey stages to create a unified listening path that consolidates aided and unaided listening. 1. Build a blend of quantitative and qualitative information to tell the story of customers’ lives. Collect feedback from multiple sources. Don’t rely on survey data alone. Unite ‘aided’ feedback; when a customer is invited or prompted to give feedback or respond to a survey, with ‘unaided’ feedback which customers volunteer daily
Kayako
OCTOBER 8, 2015
Founder of CoSupport , and host of UserConf, the only customer support conference, Sarah Hatter will be joining Sarah Chambers, Head of Support here at Kayako for a webinar on Thursday 15th October to discuss the common communication mistakes support teams make. Sign up for it now. In this month’s webinar, Sarah Hatter and Sarah Chambers will be discussing the common mistakes support representatives make when it comes to topics like language and self-service.
InMoment XI
OCTOBER 7, 2015
The genius of Johannes Gutenberg‘s printing press was in its ability to radically increase the distribution of information. No longer were scribes required to hand transcribe documents, complete with errors. Information could now be quickly and flawlessly mass produced. It was a radical innovation in information distribution, and arguably the beginning of the information age.
Steve DiGioia
OCTOBER 8, 2015
Guest Post by Tal Schnall - Leadership and Customer Service Mentor This original article was written by Steve DiGioia. Today’s guest post is by Tal Schnall. With 20 years of hospitality experience he writes about what ‘true leaders’ can do to provide great customer service. Thanks Tal. Creating a service culture in your organization is not a one-time, skills-training event.
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Customer Bliss
OCTOBER 8, 2015
Is your leadership team united in focusing on customer asset growth? The power of Competency one is building your version of how you can measure the growth or loss of your customer asset. But it’s not enough to do the math. Leaders must be united in fearlessly talking about the growth or loss of the customer asset at their team meetings. Unity in this messaging is what creates the impact.
CX Journey
OCTOBER 8, 2015
Image courtesy of MatsGoldberg Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on May 29, 2015. There are five basic principles that journey maps must adhere to. What are they? Once upon a time (and still today), journey maps were created on butcher paper with post-it notes. I’ve used this approach to create journey maps in the past, and while it's a valid and viable methodology, it makes it difficult to share the maps, to administer updates, an
InMoment XI
OCTOBER 6, 2015
At the recent Frankfurt Motor Show I had a chance to sit down with Karl Schlicht, EVP Toyota Motor Europe – Sales & Marketing, Product Management and After Sales for both Toyota and Lexus. He had just finished launching the new Prius to a packed Toyota booth numbering about 1,000 people. It’s no small wonder.
Beyond Philosophy
OCTOBER 9, 2015
Big data is the gigantic data sets whose analysis could reveal predictions of human behavior. Big data is big news. If we can predict what people will do in a given situation, we can create situations that get them to do what we want. But Big data is only showing us a part of the big picture. The biggest part, WHY people do what they do is, as of yet, missing from Big Data.
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.
Customers That Stick
OCTOBER 7, 2015
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CX Journey
OCTOBER 5, 2015
Are your executives on board with your desire to improve the customer experience? When I'm asked about the largest impediment to a successful customer experience transformation, my answer is always this: a lack of executive buy-in and commitmen t. By the way, "buy-in" isn 't enough ; it's commitment that you really want and need. Buy-in means they like your idea; c ommitment means they'll put their money where the ir mouths are.
InMoment XI
OCTOBER 5, 2015
Unfortunately, this memo reflects the situation for a lot of us in the Customer Experience space. Company leaders know CX is important conceptually, but they don’t always allocate the resources to make our programs a true success. Because they’d like to see some results before they go “all in,” we are left to drive.
Beyond Philosophy
OCTOBER 6, 2015
I find it beyond belief how large organizations can cheat and lie to their Customers. Maybe it’s because I’m becoming old or maybe it’s just because it is happening more. Skechers lied to us that if we wore their (weird-looking) Shape-up shoes that we could get in shape without setting foot in a gym. BP lied about their compliance with safety regulations for their off shore Oil operations; a lie that resulted in 70 million gallons of oil spilled into the Gulf of Mexico.
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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?
Wired and Dangerous
OCTOBER 5, 2015
While working with a client in Central America we decided to try the hotel’s signature restaurant—Factory Steak and Lobster. We were in for an extraordinary experience. Chip ordered his usual Jack Daniels on the rocks. This is his standard order and ordinarily such a request would yield a highball glass brought to the table already filled with ice plus the special adult beverage ready to drink.
ClearAction
OCTOBER 4, 2015
How to Make Customer Experience Strategy Integral to Corporate Strategy. Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate strategy? This question was asked in the ClearAction Annual Business-to-Business Customer Experience Management Best Practices Study.
InMoment XI
OCTOBER 7, 2015
Ride sharing is much more developed in Europe. As North American manufacturers look at ways to incorporate it in their strategies, a company like BlaBlaCar is perhaps one to look at in the evolving automotive customer experience. Until next time. @christravell.
Beyond Philosophy
OCTOBER 5, 2015
In my experience everyone loves the idea of improving the Customer Experience (CX) until you ask him or her to change their business as usual. It is especially true when you are talking about your senior team. Unfortunately, you must have the engagement of the senior leadership to be successful. While the good news is 20% of executive teams fully support the CX agenda, that also means 80% don’t.
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iPerceptions
OCTOBER 9, 2015
Today, consumers have high expectations, are more informed and have the ability to switch brands at a moment’s notice. This new reality has forced even the most entrenched businesses to start focusing on the customer and providing an exceptional experience.
Win the Customer
OCTOBER 5, 2015
Many companies organize customer support by tiers and provide agents with a script to handle contacts. This arrangement is terrible for customers, and it’s bad for agents. But going off scripts can be the difference between great experience and bad service. Scripted customer service often leads to frustration for customers, who have to repeatedly describe their problem […].
InMoment XI
OCTOBER 7, 2015
The genius of Johannes Gutenberg’s printing press was in its ability to radically increase the distribution of information. No longer were scribes required to hand transcribe documents, complete with errors. Information could now be quickly and flawlessly mass produced. It was a radical innovation in information distribution, and arguably the beginning of the information age.
transcosmos Information Systems
OCTOBER 8, 2015
Technology has become an indispensable part of modern living. From mobile devices to smart phones to personal computers, all the way up to ads on LED screens and social media, it can literally be found in practically every corner of our lives. It goes without saying that businesses have tried to find ways to improve their customer service through the use of technology, so much so that customer service has become incomplete without it.
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.
Think Customers
OCTOBER 7, 2015
Much has changed over the last 28 years. But on this, the anniversary of my reluctant birth, I can't help but dwell on the fact that my people (a.k.a. narcissistic, lazy, screen-obsessed Millennials) are no longer the new kids on the block. That's right! Soon we'll be as irrelevant and useless as Generation X or whatever they're called. (Honestly, when's the last time you heard researchers analyze anyone other than Baby Boomers and Millennials?
Forrester
OCTOBER 9, 2015
Your customers' experience (CX) is the product of the interactions between your employees, partners, and customers within your operating environment. Forrester has labeled this a customer experience ecosystem. It's important to understand CX ecosystems' two components -- the people and the operating environment -- for two reasons: Read more Categories: Social Business. collaboration. customer experience ecosystem.
InMoment XI
OCTOBER 7, 2015
Ride sharing is much more developed in Europe. As North American manufacturers look at ways to incorporate it in their strategies, a company like BlaBlaCar is perhaps one to look at in the evolving automotive customer experience. Until next time.
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