InMoment XI
JUNE 3, 2016
Earlier this week, Bloomberg reported on insights that a MaritzCX program provided to the auto industry – that single women were responsible for an increasing percentage of small SUV sales. I’m a college student, interning at MaritzCX and part of the CX Café team. Last semester I took my first marketing research class (for the.
Experience Matters
JUNE 3, 2016
We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Of the 10 major appliance companies we looked at, Whirlpool earned the highest score with a rating of 60%, putting it in 153rd place overall out of 294 […].
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Customer Bliss
MAY 31, 2016
Quick Episode Overview. I talk with Curtis Kopf in this episode. Curtis was deeply embedded with customer experience at Alaska Airlines before moving to Premara Blue Cross. We discuss the value of building bridges, listening tours, asking the right questions, using analytics wisely, and how conversations drive customer experience. . About Curtis . Curtis is a visionary leader and digital innovator who has built industry-leading customer experiences at Alaska Airlines, Microsoft and Amazon.com.
Michelli Experience
JUNE 1, 2016
According to a recent comprehensive international study conducted by Accenture , 52% of customers reported that poor customer service caused them to switch from one brand to another in the past year. In the U.S. alone that “switching” behavior means poor service costs brands over 1.6 trillion dollars. Given those numbers from Accenture and prior research from Bain and Co. showing that it costs 6 to 7 times more to acquire than retain customers , common sense predicts more business leaders would
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
JUNE 3, 2016
Earlier this week, Bloomberg reported on insights that a MaritzCX program provided to the auto industry – that single women were responsible for an increasing percentage of small SUV sales. I’m a college student, interning at MaritzCX and part of the CX Café team. Last semester I took my first marketing research class (for the. View Article.
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
JUNE 2, 2016
This will be a shorter post as it’s been a crazy week. (Aren’t they all?) First things first: I hope you’ve been checking out my podcast. We’re up through seven episodes with a few others coming the next few Tuesdays. So far, I’ve interviewed CCO leaders at St. Jude (Martin Hand), Liberty Mutual (Margie Dillon), Northern Trust (Scott Dille), the Smithsonian (Samir Bitar), Audi (Mark Ramsay), the Columbus (OH) Metro Library system (Alison Circle), and Premara Blue C
Comm100
MAY 31, 2016
“Thank your customer for complaining and mean it. Most will never bother to complain. They’ll just walk away.” – Marilyn Suttle, success coach and customer service expert. Handling difficult customers can be emotionally and financially draining, but as Marilyn Suttle points out, a difficult customer is still a customer. This is someone who hasn’t walked away from your company or service, and so their loyalty is still salvageable.
InMoment XI
JUNE 1, 2016
How common is it for people to start the New Year out with a good intention of doing something better for themselves, their family, or their business? According to some references, over 60% of people start the year off by setting a New Year’s resolution, and the most common goal is related to improving health. View Article.
Experience Matters
JUNE 3, 2016
We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Of the 4 parcel delivery service companies we looked at, UPS earned the highest score for the third year in a row with a rating of 70%, putting […].
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Uniphore
JUNE 1, 2016
The Robots are coming for our jobs! There’s been a lot of recent alarmist press about robots and automation that feeds into the dystopian point of view so prevalent in popular culture these days. Rather than zombies and killer viruses we’re looking at the era of smart machines, drones, autonomous cars, and even self-service kiosks at McDonald’s now dispensing all you can eat fries in some markets – now that’s something to worry about!
Beyond Philosophy
MAY 30, 2016
It was 1980. I was 22, newly married and climbing the corporate ladder in England. David Bowie’s Ashes to Ashes played on the radio. Margaret Thatcher was just getting started in her reign as Prime Minister. It was also a long time ago. I have learned much about professionalism and careers since then. To that end, here are five things I would do today if I were 22. #1: Dress like my job depended on it.
InMoment XI
JUNE 1, 2016
How common is it for people to start the New Year out with a good intention of doing something better for themselves, their family, or their business? According to some references, over 60% of people start the year off by setting a New Year’s resolution, and the most common goal is related to improving health.
Experience Matters
JUNE 1, 2016
We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Southwest Airlines, Alaska Airlines, and JetBlue Airlines deliver the best customer experience in the airline industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking […].
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Customers That Stick
MAY 31, 2016
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Beyond Philosophy
JUNE 2, 2016
We all want to be happy. But how do you consistently make your customers happy? Experts from companies like Disney and SoulCycle offered good advice on this subject during a panel discussion on designing happiness at SXSW. As customer experience consultants, we know that happiness is one of the key emotions that drives short term purchases and longer term brand loyalty.
InMoment XI
JUNE 1, 2016
How common is it for people to start the New Year out with a good intention of doing something better for themselves, their family, or their business? According to some references, over 60% of people start the year off by setting a New Year’s resolution, and the most common goal is related to improving health.
Experience Matters
JUNE 2, 2016
We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Toyota and Mercedes-Benz deliver the best customer experience amongst auto dealers, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on a survey of […].
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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?
Joe Rawlinson
JUNE 1, 2016
As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. In 2015, 47 percent of U.S. corporate executives said their customers’ service expectations were higher than three years ago, while 35 percent said they were much higher. Nearly two-thirds of these companies said it was somewhat or very difficult to please customers, while 77 percent agreed the Internet and consumer apps were raising the bar
Beyond Philosophy
MAY 31, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Today, there’s a lot of discussion among corporate strategists, and even senior HR folks, about “putting employees first”. Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience.
CX Journey
MAY 31, 2016
Image courtesy of GawdZilla Are you customers emotional about your brand? your products? or are they emotionally unavailable? Emotion is the big buzzword in customer experience right now; it's all the rage. Here's what some customer experience folks are saying about it. Temkin Group proclaimed 2016 The Year of Emotion. They reported that, out of three factors that impact customer loyalty and drive the customer experience, emotion has the most significant impact.
Experience Matters
JUNE 1, 2016
We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Residence Inn, Holiday Inn Express, and Hilton deliver the best customer experience in the hotel industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking […].
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.
ClearAction
MAY 29, 2016
Customer Experience + Marketing: Pro’s & Con’s Lynn Hunsaker. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? Is it as natural and advantageous as the C-team expects? It all depends on motives and perspective. How Marketers Think of Customer Experience. Marketing professionals think of customer experience in terms of their deliverables: the user experience of websites, campaigns, events, research, content, social media, and so forth.
Win the Customer
JUNE 1, 2016
Today, brands can use social media to strengthen brand awareness, create customer loyalty, and build lasting relationships with customers. Customer loyalty is becoming more and more elusive, especially in our contemporary world. Before online transactions and exchanges became the norm, retailers were able to foster physical, and, at times, emotional interactions and connections with consumers.
OpinionLab
JUNE 2, 2016
We’ve talked a lot on the CX LabNotes blog recently about how to improve your website to ensure it helps you achieve your goals, specifically why complete redesigns often fail and the value of factoring what your customers think into any decision. It used to be that companies would be on a constant cycle of designing a new website, waiting for it to date and then starting the process again.
Experience Matters
JUNE 1, 2016
We just published a Temkin Group report, Emotion-Infused Experience Design. Emotions play an essential role in how people make decisions. Consequently, how a customer feels about their experience with a company has the most significant impact on their loyalty to that company. And yet despite their importance, both customers and companies agree that organizations do […].
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ShepHyken
JUNE 1, 2016
What does your company or brand stand for? When you advertise or market your company and your products, what is the image that you’re trying to create? What is your brand promise ? I Googled the definition of the term brand promise and here is what came up first: A brand promise is the statement that you make to customers that identifies what they should expect for all interactions with your people, products, services and company.
Wired and Dangerous
MAY 31, 2016
We recently travelled through Europe on vacation with our family. We met our oldest son in Copenhagen for the weekend. He introduced us to a fabulous restaurant called Relae. Copenhagen is known for its great food and Relae proved to be no exception. What struck me the most about Relae was not the fabulous food; it was the incredible over the top experience delivered by an amazingly well coordinated high performance team.
transcosmos Information Systems
MAY 30, 2016
IT companies who rely heavily on data collection, storage, and dissemination should invest in an IT infrastructure management. Considering IT’s wide landscape, every company needs a robust framework to keep the data organized and ready for use. With cloud computing and system automation fast becoming a trend in most businesses, the need for IT infrastructure is stronger than ever.
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