ijgolding
SEPTEMBER 8, 2014
'I have often said in the past how lucky I am to have so many people share their customer experience stories with me. Sometimes the stories are difficult to hear. Sometimes the stories are inspiring. In all cases I believe that through the use of storytelling, it is possible to bring to life the significance of the customer experience in the organisations we work and interact with.
Experience Matters
SEPTEMBER 9, 2014
'We just published a Temkin Group report, ROI of Customer Experience, 2014. The research shows the connection between customer experience, loyalty, and revenue growth for 19 industries. Here’s the executive summary: To understand how customer experience corresponds to loyalty, we examined feedback from 10,000 U.S. consumers describing their experiences with and their loyalty to 268 companies.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
InMoment XI
SEPTEMBER 10, 2014
Insights. That mystical, magical, overused buzzword that clients demand and suppliers promise. Every time I hear a cry for insights, I think of the movie “Monty Python’s Holy Grail” when The Knights Who Say Ni give Sir Lancelot and his boys an ultimatum: “You must return here with a shrubbery or else… you will never pass. View Article.
Experience Investigators by 360Connext
SEPTEMBER 11, 2014
'The following is a Best of 360Connext post. I feel a little goofy describing why I’m passionate about the work I do. It sounds lofty; pretentious even. My work is definitely focused on for-profit organizations and much of what I do helps largish companies make more money. It’s not neurosurgery, philanthropy or “the next big thing.” But our mission is one I believe is important. “Creating fewer ruined days for customers.” Each little interaction we have with o
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.
Customer Bliss
SEPTEMBER 9, 2014
'The experience you gain by working through the customer experience competencies and holding people accountable to customer metrics and accountability forums will condition the organization to redevelop the customer experience for greatest marketplace differentiation. For many people, this is what they thought was going to happen right away. Managing the corporate patience to develop the required competencies to establish a reliable experience is not easy.
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
SEPTEMBER 10, 2014
Insights. That mystical, magical, overused buzzword that clients demand and suppliers promise. Every time I hear a cry for insights, I think of the movie “Monty Python’s Holy Grail” when The Knights Who Say Ni give Sir Lancelot and his boys an ultimatum: “You must return here with a shrubbery or else… you will never pass.
Storyminers
SEPTEMBER 8, 2014
'The market for mobile commerce is growing exponentially and shows no sign of slowing down. Fueling the growth are retailers that continue to improve the customer experience through responsive website design and mobile apps.
CX Journey
SEPTEMBER 9, 2014
'Image courtesy of Dobi How is low trust impacting your organization? Your business results? I''ve written about trust at least a dozen times in the past. In response to my recent post, A Culture of Distrust , Richard Fagerlin reached out to me about his book Trustology : The Art and Science of Leading High-Trust Teams. He wanted to get my thoughts on his stance on trust.
Beyond Philosophy
SEPTEMBER 9, 2014
'How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? What is going wrong here? Quite simply, on many occasions Customers don’t know what they want and will say the first thing that comes to their head. Therefore to discover this ‘hidden’ aspect of a Customer Experience you need to undertake a different form of research.
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
SEPTEMBER 10, 2014
Insights. That mystical, magical, overused buzzword that clients demand and suppliers promise. Every time I hear a cry for insights, I think of the movie “Monty Python’s Holy Grail” when The Knights Who Say Ni give Sir Lancelot and his boys an ultimatum: “You must return here with a shrubbery or else… you will never pass.
Storyminers
SEPTEMBER 6, 2014
'Something better can happen for the customer, the employee and the business. This is the Triple Bottom Line Design. Build-a-Bear Workshops are a great example of how this works. It also works for B2B experience design. Learn more.
CX Journey
SEPTEMBER 11, 2014
'Image courtesy of HuffPos t When you make organizational improvements - be they for the benefit of employees and/or customers - are your efforts spot on or misguided? I recently read an article about a new dress code being imposed on Wal-Mart employees (effective later this month). The purpose of the new dress code is to help customers more-easily identify employees.
Wired and Dangerous
SEPTEMBER 8, 2014
'A quick trip to any museum not only provides an interesting picture of yesteryear, it reveals an instructive barometer on the ways we have changed. What would go in a Service Museum and what would it tell us about the ways customers have changed? In the not too distant past, retail stores had sales clerks on the floor (not just at the register), grocery stores had bakers, elevators had operators, gas stations had a mechanic, and mail-order catalogues were all-purpose and not specialty.
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.
Beyond Philosophy
SEPTEMBER 11, 2014
'Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. That is to say, Amazon has it—and Bank of America doesn’t.
Michel Falcon Experience
SEPTEMBER 9, 2014
'Being customer centric requires you to be able to operate from the viewpoint of the customer. In other words, can you remove yourself as a professional and make operational decisions based on how you would react if you were the customer? Too many companies claim to be focused on their customers but continue to pay lip service to genuinely becoming a ‘customer company.’ Video : What is a Customer Company?
Win the Customer
SEPTEMBER 12, 2014
'In digital world, thoughts and opinions are processed at lightning speed, so with the very real possibility of a customer’s negative experience going viral, businesses are making exceptional (and proactive) customer service an operational necessity.
Heart of the Customer
SEPTEMBER 11, 2014
'You would think that the return on customer experience is obvious. A better customer experience improves loyalty, and loyalty means you can spend more time serving customers than chasing new ones, resulting in cost savings. There are a number of studies that support this contention, including: Medalia reports that customers who report a great customer experience spend 140% more than those who report the worst experiences, and that a subscription-based customer are 72% more likely to remain a
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?
Storyminers
SEPTEMBER 8, 2014
The market for mobile commerce is growing exponentially and shows no sign of slowing down. Fueling the growth are retailers that continue to improve the customer experience through responsive website design and mobile apps. The recent edition of Website Magazine illustrates three retailers that have been successful creating digital experiences through better navigation, responsive design and […].
Maz Iqbal
SEPTEMBER 8, 2014
'Let’s assume that you are a member of the leadership team for your organisation. Circumstances are such that you decide that your organisation needs to focus on customers and generate “total customer satisfaction” on the assumption that satisfied customers buy more of your stuff at higher prices thus generating higher profits. How would you go about it?
Forrester
SEPTEMBER 11, 2014
'One of the most common questions I get from CX professionals is this: "How do I get my executives to support the work I''m trying to do?" In 2009, when the CX space was just starting to gain traction at the C-level, I wrote a report on that topic. I pulled that report up earlier this week to share with a colleague and realized that its key takeaways are as true today as they were five years ago.
Alliance by IFS
SEPTEMBER 8, 2014
Employee engagement is probably one of the largest challenges facing field service companies currently. Despite the latest excitement regarding worker engagement, few businesses understand the impact or the way it may drive company outcomes. Why is employee engagement so important for field service companies? When employee engagement is high, it positively impacts productivity and improves customer satisfaction.
Advertisement
Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Storyminers
SEPTEMBER 6, 2014
Something better can happen for the customer, the employee and the business. This is the Triple Bottom Line Design. Build-a-Bear Workshops are a great example of how this works. It also works for B2B experience design. Learn more. The post Experience Design Works for Customers, Employees and the Business appeared first on Mike Wittenstein.
Customer Enthusiast
SEPTEMBER 6, 2014
'Many companies have slogans that look good on websites, banners, and buttons, but often these slogans have little credibility among customers or employees. They are simply a set of words brainstormed at an ad agency that usually promise more than employees are prepared to deliver, and result in less than customers expected to receive. CVS Health has a slogan: “Health is everything.
Forrester
SEPTEMBER 12, 2014
'I love Europe. I especially love the fact that in a very real sense there is no "Europe" as such: The UK experience is not the German experience, which is not the French experience, which is not the Italian experience, and so on. Yet all of these countries are so close together that once I''m over there, I can visit a variety of very different cultures and architectures more easily than I can travel from Boston to Denver.
Beyond Philosophy
SEPTEMBER 9, 2014
'How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? What is going wrong here? Quite simply, on many occasions Customers don’t know what they want and will say the first thing that comes to their head. Therefore to discover this ‘hidden’ aspect of a Customer Experience you need to undertake a different form of research.
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,
Maz Iqbal
SEPTEMBER 11, 2014
'Let’s assume that for the purposes of this conversation that when I use the term customer-centricity I am pointing towards a specific behaviours which show an organisation as being attuned and responsive to the needs of their customers – their core customer base. How should you go about effecting change in the behaviour of your people, your teams, your functions, your business units, your entire organisation so that your organisation shows up as customer-centric?
Arie Goldshlager
SEPTEMBER 6, 2014
The choice between customer acquisition and retention is a false choice. I recommend instead employing a diversified and balance customer lifecycle management approach with customer acquisition, onboarding, development and retention elements. Customer Acquisition, Development and Retention are very connected and have many downstream and upstream implications.
Forrester
SEPTEMBER 8, 2014
'In response to recent tragedies, many commentators have suggested requiring every police officer to wear a video camera and microphone at all times. Some activists even suggest that these videos be publicly live-streamed for maximum accountability. That''s not necessarily a bad idea, despite some technical, budgetary, and legal hurdles. Other commentators have pointed out that videos aren''t as objective as people think.
Expert insights. Personalized for you.
329 
Let's personalize your content