Customer Bliss
APRIL 5, 2016
When working with companies on developing customer-focused growth cultures, I often get asked about this idea of a company core values list. It seems that every company has a core values list, but oftentimes the words used are similar — and they can be words that mean many different things to different people. Does a company core values list even matter, then?
Vonage
APRIL 6, 2016
Automation is essential for expanding and accelerating service in many industries. But when individual care or attention is required, customers need contact with real people. When human energy flows and connects, good things (can) get done and you can improve customer experience to your advantage. Try this experiment: Call the main number of four companies and state, “I am calling with a question about your product.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ijgolding
APRIL 5, 2016
A few days ago I published an interview I recently conducted with a company called ReachForce. The very first question they asked me was “How did you become so passionate about customer experience management?” It is a question that I do not recall ever being asked before. My response was as follows: In reality, I think I must have been born with a passion for CX!
Michelli Experience
APRIL 6, 2016
(This is the first time in which I have incorporated original content from my monthly newsletter into a blog post. Hopefully, when you you read about Ernie Andrus you will understand why!). In 1998, I remember reading Tom Brokaw’s fascinating book The Greatest Generation. Upon completion of that book, I walked away with a deeper appreciation for men like my father.
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.
Customer Bliss
APRIL 7, 2016
Tim Calkins, a marketing professor at Northwestern’s Kellogg School of Management, wrote an article in early 2016 entitled “Nobody Asked For Uber.” I’m actually not a huge fan of Uber from a customer standpoint, and I’ll be blogging about that in the next week or so — but it is hard to argue with their unicorn status or growth model, even if you think it might not necessarily last because of some issues they’re having on the customer front.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
BlueOcean
APRIL 5, 2016
Put your hand up if you grew up wanting to be a call center agent. No? Nobody? We get it… Our industry has gotten a bad rap from some true horror stories and the stigma sticks to all of us in some way or another. We’ve seen and cringed at the stereotypical windowless dungeons filled with acres of dull cubicles and agent-zombies just trying to get through the day.
Steve DiGioia
APRIL 7, 2016
guest post by Lynn Macfarlane This original article was written by Steve DiGioia. Today’s guest post is by Lynn Macfarlane. Early on in my recruitment career I was provided with leads to generate business but I knew at some stage I would need to get away from the telephone and the cold-calling monster and do what others were not doing, i.e. knock on doors and make face to face introductions.
Alida
APRIL 7, 2016
Jon Reed, the co-founder of the website diginomica , is sick and tired of surveys. “Every customer interaction, no matter how trivial, triggers a survey,” he grumbles in a recently published article. “If my toothpaste company knew when I finished brushing, they would send me a freaking survey.”. Indeed, as Reed’s headline proclaims , “ The survey epidemic is upon us—and something must be done.”.
Experience Matters
APRIL 5, 2016
Congratulations! Temkin Group announces the winners the 2016 Customer Experience Vendor Excellence Awards: MaritzCX, Medallia, Potentiate, Rant & Rave, and Walker Information. Here are descriptions of the winners from their applications (unedited): MaritzCX: MaritzCX provides software and services that help organizations see, sense and act on the experiences and desires of every customer to increase retention, conversion and lifetime value.
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.
ijgolding
APRIL 4, 2016
I recently conducted an interview with ReachForce on the subject of ‘using data to improve Customer Experience’ – here is what I had to say… How did you become so passionate about customer experience management? In reality, I think I must have been born with a passion for CX! Apart from it being in my genes…. my very makeup, my evolution into the CX Specialist that I am now started at the end of the 90s.
Calabrio
APRIL 5, 2016
Many of us rely on GPS navigation while driving to avoid getting lost on our way to a destination. However, a good GPS isn’t static; it will offer up alternate routes depending on things like traffic and road closures. Essentially, it knows that there is never just one way to get somewhere and it adjusts its strategy accordingly. In the same way, customers choose to use different channels to meet specific needs they have (conflict avoidance, convenience, speed/immediacy, etc.), just like GPS sys
Who's Your Gladys?
APRIL 4, 2016
Customer service is like exercise – do it right, and you see results. It’s simple. But there’s nothing easy or convenient about it. If it was, everyone would have six-pack abs and a stellar customer-focused culture. Want to pass the customer focus fitness test? Here. The post Does Your Business Pass the Customer Service Fitness Test? appeared first on Who's Your Gladys?
Experience Matters
APRIL 7, 2016
In a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this will be a popular topic for Temkin Group this year. Here’s a short snippet from my speech where I discuss the […].
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.
Experience Investigators by 360Connext
APRIL 6, 2016
“Say please!” I say this to my children in a nearly constant refrain. Actually, now that they are pretty good about manners, I typically just give them a Mom glare and the polite words fall out of their mouths. But they have also learned that these words matter not because of the words themselves, but […]. The post Do Your Communication Tactics Undermine Your Intentions?
NICE inContact
APRIL 4, 2016
“Judge a man by his questions rather than by his answers.” ― Voltaire. Driving an implementation is not unlike driving a car—there are many roads to take, but how you steer and what roads you choose can be the deciding factor in the overall time and resources spent in reaching your destination. With that in mind, it is paramount to always evaluate and reevaluate the tools you have at your disposal.
CX Journey
APRIL 7, 2016
Image courtesy of lpk90901 Today I'm pleased to share a guest post authored by Jochen Wirtz and Ron Kaufman. Ron and I have been working on this topic for many years and are happy to report that the April issue of Harvard Business Review picked up our ideas and published a short piece in the Idea Watch section in the April 2016 issue. In this post, we summarize this article and add insights for service leaders and practitioners who would like to know more.
Experience Matters
APRIL 4, 2016
We just published a Temkin Group report, Customer-Infused Process Improvement, which provides five strategies for instilling customers’ needs into process improvement methodologies. Here’s the executive summary: Process improvement and customer experience have traditionally served different roles in a company. However, these two disciplines are starting to intersect as customer experience looks to process improvement to operationalize key […].
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?
C3Centricity
APRIL 2, 2016
I’ve just returned from a trip to California, USA. If you are a fellow marketer who follows me on Twitter, Facebook or LinkedIn, you will have seen some photos of the various places I visited, from San Jose in Silicon Valley near San Francisco, to the huge sprawling metropolis that is Los Angeles. I was [.]. The post How Marketers Like You Are fully Benefiting From This Awesomely Changing World that is Marketing appeared first on C3Centricity.
Velaro
APRIL 8, 2016
Online chat software data can inform improvements across a customer service organization. Everyone who works in customer service cares about data for three reasons: to understand for our own sake how we’re doing/what’s happening. to demonstrate to others how we’re doing/what’s happening. to improve how we’re doing and/or better respond to what’s happening.
CX Journey
APRIL 5, 2016
How well do you know and understand your customers' expectations? And why are they important? Merriam-Webster defines an expectation as a belief that something will happen or is likely to happen. But where do those beliefs, those expectations come from? There are a variety of ways that customer expectations are formed: brand promise marketing and advertising stated outright, e.g., we do X previous experience word of mouth or reviews and feedback from other customers from within ourselves, our ow
Comm100
APRIL 8, 2016
Even with 244 million unique customers , Jeff Bezos knows better than to see his customers as a series of transactions. But with so many different customer relationships to maintain, what’s the wisdom that keeps this enterprise running? Surprisingly, Amazon’s success isn’t rooted in multi-million dollar advertising campaigns or shortening product life cycles, but rather, the desire to be the “Earth’s Most Customer-Centric Company” In the mind of Bezos, the success o
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,
Alida
APRIL 4, 2016
Here’s a scary fact: no matter how genius the idea and thorough the planning, most new products are destined to fail. The stats are discouraging for product management and innovation pros: one study claims that 85 percent of consumer goods end up flops. Another report, conducted in the Harvard Business School, found that that number should be a lot higher: 95 percent.
Beyond Philosophy
APRIL 4, 2016
According to recent social science research, powerful people and leaders can fail as they will not collaborate. NPR had a recent broadcast on this concept. Researcher Angus Hildreth and Professor Cameron Anderson from UC Berkeley’s Haas School of Business, concluded that often when these powerful people get together they have to decide who is in charge.
Wired and Dangerous
APRIL 4, 2016
You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning , described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. The book has sold over 10 million copies. Camp survivors did not let their cruel guards determine their attitude toward life.
Joe Rawlinson
APRIL 6, 2016
Your customer has a question, but wait – the customer service guy had to leave early today. The whole team has a summer outing. It’s after hours, they’re all asleep. But the customer’s inquiry is urgent. The customer is waiting. What do you do? Your company may have a designated customer service team tasked with responding to customer inquiries and solving customer-related complaints.
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.
Experience Matters
APRIL 4, 2016
Filed under: Customer experience.
Beyond Philosophy
APRIL 7, 2016
I appreciate this is a controversial title – but let me explain! Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. This whole line of thinking started last June with the American Customer Satisfaction Index (ACSI) score.
Win the Customer
APRIL 4, 2016
Smart companies engage in a variety of feedback methods to get at the heart of how their business is performing. As feedback comes in, these businesses begin to gain a clearer sense of what they are doing right and what they are doing wrong. Without feedback, a company is left guessing as to how their performance is progressing. This is a major problem for a lot of companies in the area of customer satisfaction.
Expert insights. Personalized for you.
178 
Let's personalize your content