InMoment XI
AUGUST 6, 2015
“How likely is it that you would recommend this company to a friend or colleague?” In the last decade, this one question has provoked a long-standing debate between business executives, looking for the ultimate method to measure customer satisfaction, and researchers, who believe that that there is no substance to these methods. In the Red.
ijgolding
AUGUST 4, 2015
The summer holidays are upon us. Sun. Sea. Fabulous Food. Fun. Friends. I am sure there are many more words that spring to mind when thinking about holidays planned both at home and abroad. The words I have chosen to use are all positive ones – exactly what should be used when thinking about a time every year that we most look forward to. Holidays are a time when MEMORIES are made, captured on every digital device imaginable as well as hard wired into our brains.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Experience Matters
AUGUST 3, 2015
We just published a Temkin Group report, Behavioral Guide to Customer Experience Design. Here’s the executive summary: According to recent scientific research, customers make most of their decisions using intuitive thinking instead of rational thinking. Intuitive thinking relies on unconscious heuristics and biases to make decisions efficiently, and as a result, people tend to be more affected by losses than by gains, to prefer simplicity over complexity, to be affected by their current em
Vonage
AUGUST 4, 2015
The experience of going through security in airports is not usually something that people would look forward to or enjoy, but I have been really impressed lately with the introduction of the “how was your experience today?” machine which now sits at the end of most airports security gates. If you haven’t seen these machines they are really simple.
Advertisement
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.
InMoment XI
AUGUST 3, 2015
In my post discussing the stages of companies, there’s a significant transformation that occurs in stage 2 (“the process-focused company”), a key to which is establishing the company’s culture and values so as they are retained while the company scales its employee base from tens to hundreds of employees. Only a minority of companies succeed.
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
AUGUST 6, 2015
How much is it worth to have customers willing to try your new products? There’s a huge advantage in having customers who are looking to try your next offering versus customers who want nothing to do with your latest and greatest. That’s why we created the Temkin Innovation Equity Quotient (TIEQ). The TIEQ is based on a simple question: “ If <COMPANY> announced a new product or service, how likely would you be try it right away?
Kayako
AUGUST 7, 2015
Customer experience expert Jeanne Bliss joined us for a webinar where she took an in-depth look at one of her key customer leadership competencies: alignment around experience. You can watch it now. Chief Customer Officer 2.0. In Jeanne’s new book, “Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine,” she provides a roadmap to achieve success with the CCO core competencies, and how to drive transformational customer experience change across the business, breaking down si
InMoment XI
AUGUST 5, 2015
You may not have thought of it, but I would argue that Costco should truly be considered a disruptive brand, even and maybe especially in the automotive industry. Don’t believe me? Take a look and let me know what you think. Until next time.
Steve DiGioia
AUGUST 3, 2015
This original article was written by Steve DiGioia. We all believe that our boss appreciates the work we do, cares enough about us to realize the day-to-day challenges we face and is concerned about our quality of life. But is this true? Let’s delve into a few lies about business… ►My Boss Appreciates Me Your boss expects you to complete all tasks assigned […].
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Customer Bliss
AUGUST 6, 2015
When the power core is the customer, passion for customers prevails. Leaders are close to the customer and it’s often that leaders’ passion that built the business. Employees feel the handoff of that passion from founder through the ranks of the company is an inheritance. They know it’s theirs to pass on and nurture. Company decisions emanate from understanding what will drive the greatest value to customers in the short and long terms.
CX Journey
AUGUST 4, 2015
Image courtesy of Celestine Chua Do you think that the speed of innovation is too fast for your customers? or just right? Do you know how your customers feel about the pace? I was reading about the 2015 Edelman Trust Barometer the other day and saw this finding: More than half of the global informed public believe that the pace of development and change in business today is too fast, that business innovation is driven by greed and money rather than a desire to improve people’s lives and that the
InMoment XI
AUGUST 6, 2015
“How likely is it that you would recommend this company to a friend or colleague?” In the last decade, this one question has provoked a long-standing debate between business executives, looking for the ultimate method to measure customer satisfaction, and researchers, who believe that that there is no substance to these methods. In the Red.
Steve DiGioia
AUGUST 5, 2015
you are not infallible This original article was written by Steve DiGioia. I have found, time and time again, that along the “ ladder of success ” comes a withdrawal from the front line of customer service. As one gets higher up the chain of command he/she lowers their concerns of the customer. Numbers, budgets and marketing take the lead over all else.
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.
Customer Bliss
AUGUST 4, 2015
Determining the company Power Core has helped every one of my clients advance the adoption of their role and the CX work. It is their decoder to understanding the political barriers and enablers to their success. It’s one of the repeated ‘aha’ moments I hear from people. CX work is as much about knowing what motivates people as it is about getting the job done.
Kerry Bodine
AUGUST 5, 2015
When we investigated the current state of the smartwatch experience together with AnswerLab , we saw a massive disconnect between what study participants wanted from their wearable gadgets and the reality of how they used them. Regardless of watch platform or length of ownership, watch wearers in our study used them primarily as notification engines.
InMoment XI
AUGUST 6, 2015
“How likely is it that you would recommend this company to a friend or colleague?” In the last decade, this one question has provoked a long-standing debate between business executives, looking for the ultimate method to measure customer satisfaction, and researchers, who believe that that there is no substance to these methods. In the Red.
Steve DiGioia
AUGUST 7, 2015
it's not all business This original article was written by Steve DiGioia. Too many hours, too much stress and you’re sick of the office politics. Is that what YOUR job is like? I hope not… Work is work and the BIG boss expects all of us to do our part, be professional, “nose to the grindstone” and to get the job done. But as a supervisor or manager, we must learn how to have fun at work and realize that the work environment needs to allow for a release of the day-to-da
Advertisement
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?
Michelli Experience
AUGUST 6, 2015
It was such a thought-provoking question. In an interview this week, I was asked, “how much does it cost a business owner to deliver memorable service?” Earlier in the day, I had read about a police officer in Connecticut, Michael Castillo, who was on a call to break-up a fight at a Target store. After [.
CX Journey
AUGUST 6, 2015
Image courtesy of thedcoy The rules of etiquette state: never discuss certain topics at the dinner table. You know your mom warned you about this one: never discuss money, politics, or religion at the dinner table. With a hat tip to Joe Bruketta , I'd like to add another topic: VoC metrics. (Survey scales is another one of those topics, but for today, let's just go with metrics.
InMoment XI
AUGUST 5, 2015
You may not have thought of it, but I would argue that Costco should truly be considered a disruptive brand, even and maybe especially in the automotive industry. Don’t believe me? Take a look and let me know what you think. Until next time. @christravell.
Beyond Philosophy
AUGUST 6, 2015
A definite link exists between Employee Engagement and Customer Experience. In spite of this, many organizations choose to keep their Employee Engagement programs and their Customer Engagement programs separate. However, linking the two areas is key to having success in both. Aetna made headlines when they gave their lowest-paid workers a raise to $16/hr.
Advertisement
Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Wired and Dangerous
AUGUST 3, 2015
“They always seem cooperative to me,” said one physician. “I cannot believe Ms. Jones cursed out the receptionist,” reported another, “She was so friendly when I did her examination.” The doctors gathered in the break room of the hospital were surprised to learn how many of their patients were unhappy with the service from the clinic. Then, they learned about the service bubble—a place where customers stop being the normal customers and become frightened, obedient and dependent.
Customers That Stick
AUGUST 4, 2015
We’ve all had that awkward moment. We’re shopping in a store or asking about the product we ordered, and the frontline rep we’re interacting with starts to overshare. We hear about their life story, about the seven week saga that led to the order being delayed, or about how much they hate their job. It’s a case of TMI (too much information), and in customer service, it can be deadly.
InMoment XI
AUGUST 5, 2015
You may not have thought of it, but I would argue that Costco should truly be considered a disruptive brand, even and maybe especially in the automotive industry. Don’t believe me? Take a look and let me know what you think. Until next time.
Beyond Philosophy
AUGUST 4, 2015
“ You can win more friends with your ears than with your mouth. People who feel like they’re being listened to feel accepted and appreciated. They feel like they’re being taken seriously and what they say really matters.”. – Harvey Mackay, Sales Expert, Author and Columnist. Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here.
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.
Win the Customer
AUGUST 1, 2015
Like many aspects of business, customer service is an ever-evolving part of everyday operations that is constantly changed by developments in technology. Customer expectations have changed in the information age, and many businesses are falling behind – Fonolo reports that only 26 percent of consumers had a positive response when asked if they thought customer […].
Heart of the Customer
AUGUST 5, 2015
A question I get asked a lot is, “What exactly is a customer journey map?” Considering that my official title is Mapper-In-Chief, it seems like I would have a short, clean answer ready and waiting. Or at least a short overview, with the caveat, but there’s more to it than that. In reality, though, I […]. The post A customer journey map is a story appeared first on Heart of the Customer.
InMoment XI
AUGUST 3, 2015
In my post discussing the stages of companies, there’s a significant transformation that occurs in stage 2 (“the process-focused company”), a key to which is establishing the company’s culture and values so as they are retained while the company scales its employee base from tens to hundreds of employees. Only a minority of companies succeed.
Expert insights. Personalized for you.
283 
Let's personalize your content