InMoment XI
NOVEMBER 24, 2016
As I stood in line to pick up the pizza I had ordered, I noticed a sign that said “If you had a 5-star experience, please take our survey”. I didn’t have to wait long at all for my pizza. When I was paying, the employee asked me how my visit was. I let them.
Experience Matters
NOVEMBER 21, 2016
We often get asked by companies that don’t directly serve consumers if they can learn from customer experience content that seems to be more focused on business-to-consumer (B2C) models. The answer: Absolutely yes! Our research does include some items that are B2C-oriented, but most of our core ideas apply quite well in other models, including business-to-business (B2B), government and non-profits. […].
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Alida
NOVEMBER 25, 2016
In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. These companies understand that the more they know their customers, and the more they engage with them, the greater the benefits of customer intelligence.
Vonage
NOVEMBER 24, 2016
What a conversation! A British gentleman working in global logistics, his American entertainer wife who recently became a mother, an Australian event coordinator and me. Four different cultures – and different points of view. We talked about the service we received at retail stores, banks, restaurants, hotels and airlines around the world. We each had very different opinions about what constitutes “good service.”.
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Experience Investigators by 360Connext
NOVEMBER 23, 2016
Asking customers for feedback is generally easy, but asking questions that spark action is not. And every customer’s journey is different, so why ask every customer the same old questions? Neat piles of similar responses look pretty in reports, but there’s only so much action you can take from there. When you tailor your questions for […].
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
NOVEMBER 24, 2016
As I stood in line to pick up the pizza I had ordered, I noticed a sign that said “If you had a 5-star experience, please take our survey”. I didn’t have to wait long at all for my pizza. When I was paying, the employee asked me how my visit was. I let them. View Article.
Michelli Experience
NOVEMBER 22, 2016
Author Melody Beattie once noted that: “Gratitude unlocks the fullness of life. It turns what we have into enough, and more. It turns denial into acceptance, chaos to order, confusion to clarity. It can turn a meal into a feast, a house into a home, a stranger into a friend. “. I’ve taken the liberty of extending Melody’s quote by suggesting in the context of business, “Gratitude turns shoppers into future buyers, and first-time buyers into repeat customers.”.
Steve DiGioia
NOVEMBER 21, 2016
This original article was written by Steve DiGioia. Thanksgiving, the most American of holidays. Time to eat, time to drink, time to watch football. But also time to give thanks to those of you who have visited my blog, shared it with friends, read my articles, left a comment or two and subscribed. I hope my writings have brought some insight and maybe even a few tips and tactics that are useful in your business.
Experience Matters
NOVEMBER 23, 2016
Tomorrow I will join millions of Americans in celebrating Thanksgiving. Many of us will spend the day with our families devouring turkey, stuffing, and other savory dishes while watching football games. It’s also a great time to actually give thanks. I have a lot to appreciate; a wonderful family, a great group of friends, a thriving business, an amazing […].
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InMoment XI
NOVEMBER 22, 2016
I wore something pink for the entire month of October. Mostly it was pink shirts, but I mixed in pink socks, ties, and wristbands. This was part of a national campaign for the American Cancer Society called Real Men Wear Pink, aimed at raising awareness and funds for breast cancer research. To entice potential donors. View Article.
AskNicely
NOVEMBER 24, 2016
SaaS business have a golden opportunity they need to take advantage of: It’s easier for them to understand customer behaviour and use that to drive growth than in any other industry. We wanted to bring NPS® into Intercom to help them maximise that opportunity. We knew there were some unique challenges and opportunities for SaaS businesses and being in the industry ourselves, wanted to come up with a solution that was particularly tailored to meet the needs of these companies.
CX Journey
NOVEMBER 23, 2016
Image courtesy of _D.s.G._ How do you thank your customers? On this Thanksgiving week here in the United States, it's a great time to pause and give thanks for all of the good things in our lives. It's also a great reminder to say "thank you" to your customers, as well, now and throughout the year. Without customers , you wouldn't be in business. Saying "thank you" is an essential part not only of your relationship with your customers but also of the overall customer experience.
Experience Matters
NOVEMBER 21, 2016
We often get asked by companies that don’t directly serve consumers if they can learn from customer experience content that seems to be more focused on business-to-consumer (B2C) models. The answer: Absolutely yes! Our research does include some items that are B2C-oriented, but most of our core ideas apply quite well in other models, including business-to-business (B2B), government and non-profits. […].
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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
InMoment XI
NOVEMBER 22, 2016
I wore something pink for the entire month of October. Mostly it was pinks shirts, but I mixed in pink socks, ties, and wristbands. This was part of a national campaign for the American Cancer Society called Real Men Wear Pink, aimed at raising awareness and funds for breast cancer research. To entice potential donors.
Customer Bliss
NOVEMBER 22, 2016
Episode Overview. As the CCO role has become more common, now we’re starting to see “serial” CCOs. Carol Pudnos is one of those. She spent 27 years in different leadership roles at Dow Corning, ultimately becoming the Vice President of Customer Experience and Customer Service. She then became Head of Global Patient Experience for Abbvie.
Comm100
NOVEMBER 23, 2016
We all know customer loyalty is the driving engine for a flourishing business. But what is customer loyalty, actually? Customer loyalty is having customers who are committed your company and your products , not just a price point that a competitor can easily emulate. But customer loyalty goes two ways, and first you have to prove your loyalty before expecting to receive any in return.
GetFeedback
NOVEMBER 22, 2016
Customer surveys make a major statement about your brand. Here are 7 clever ways to turn your customer feedback program into an insight gold mine.
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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.
Beyond Philosophy
NOVEMBER 23, 2016
How much time did you spend on your mobile today? Are you reading this article on it right now? When you misplace it or forget it at home, be honest: Do you feel naked without your phone? Smartphone users love their phones. I know I do (my answers are 2.5 hours; no, but if it weren’t mine I would be; and yes.) Over two billion people use them two hours a day.
Customer Bliss
NOVEMBER 23, 2016
Hey, and happy Thanksgiving week! This will be a short post introducing a new(er) concept, but before we get going on it, I just wanted to say thanks. It’s been a busy year. I launched a podcast and am working on some new projects in addition to regular speaking, client, and coaching work. I’m thankful for all of you as readers and listeners — and participants in my community.
Feedback
NOVEMBER 24, 2016
I want to connect to a company and understand their beliefs. They sent me a new one! This company really rocks. Company policies matter to me. Are they paying their employees? I’ve heard bad things. I want them to fix my shoe issue and do it right. I STILL haven’t heard back from company A. I am so frustrated! These are customer comments I found this morning on various retail shopping sites.
Customers That Stick
NOVEMBER 21, 2016
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Speaker: Lauren Barash, Vice President, Brand Marketing
In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program
Beyond Philosophy
NOVEMBER 21, 2016
At our customer experience consultancy, we talk a lot about creating value. A customer’s perception of value drives customer loyalty and retention. And those things in turn create long-term value for a business. But companies don’t just create value by accident. Those who do it best embrace a strategy that puts value into the very fabric of corporate culture.
Wired and Dangerous
NOVEMBER 21, 2016
As the Thanksgiving holiday approaches, we think it is appropriate to stop for a moment and reflect on how we show our gratitude. “Thank you!” These are arguably the two most powerful words in the English language. Customers and colleagues love to hear and feel a sincere “thank you”. Imagine what would happen to your business if everyone increased their use of these two words with associates and customers.
ShepHyken
NOVEMBER 22, 2016
Andy Masters On How Customer Service. Is Just Like Dating and Relationships. Shep Hyken speaks with professional speaker and author Andy Masters about his bestselling book, “Kiss Your Customer: 77 Reasons Why Sales & Service Are Just Like Dating & Relationships.” Andy shares humorous stories and provides some great tips about loyalty, social media, showing appreciation, overcoming bad customer experiences, listening skills, and much more.
CustomerGauge
NOVEMBER 24, 2016
Defined by Harvard Business Review as “The One Number You Need to Grow”, the Net Promoter Score® is the quickest metric you can use to assess customer satisfaction and loyalty with your brand. As 2017 is fast approaching, understanding which future investments and initiatives will earn you more promoters will come particularly handy, wouldn’t it? […].
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
OpinionLab
NOVEMBER 21, 2016
Now, if a customer can say it, write it or click it, Verint and OpinionLab VoC solutions can collect, analyze and enable organizations to take action on it. Verint and OpinionLab are now one! With more customers than ever taking a “digital-first” approach to how they conduct research, perform transactions and solve problems, savvy companies need the ability to measure these digital experiences and act quickly on the resulting insights in order to deliver consistent, personalized service; foster
iPerceptions
NOVEMBER 23, 2016
Marketers have been discussing the implications of mobile devices since Apple released the first iPhone. Almost 10 years in, only recently have many of the big players such as Google, Facebook and Microsoft gone "mobile-first” and invested heavily in mobile technology. Recently, there have been a number of big announcements and new figures that show we are now at the tipping point of being a ‘mobile first’ world.
ShepHyken
NOVEMBER 21, 2016
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Surprises Await When You Pretend To Be Your Own Customer by Steve DiGioia. (Steve DiGioia) Stop complaining about your customers. “They’re too demanding; always have something negative to say and they look for discounts”.
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