Experience Matters
SEPTEMBER 15, 2014
'We created this infographic called “The Untapped Value of Employee Engagement” with some of our employee engagement research. If you like the infographic, then here are some other download formats that are made for prinintg: Click here to download the.pdf. Click here to download a 18″ x 24″ poster (.pdf). Click here to download a 18″ x 24″ poster (.png).
Experience Investigators by 360Connext
SEPTEMBER 15, 2014
'The following is a Best of 360Connext post. Customers want convenience on their terms, not yours. With busier schedules and comfort with ecommerce, customers are choosing those brands who provide convenience in the way they like – not the other way around. If you are among these brands, then you understand that customers want convenience on their terms, not yours.
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InMoment XI
SEPTEMBER 19, 2014
Insights don’t just happen.They result from hard work from both supplier and client. If insights are desired, time and money must be invested. A Broadway show comes to life only because of the work done behind the scenes and the hard work done in preparing for the show. Likewise, most insight generation happens in the. View Article.
ijgolding
SEPTEMBER 18, 2014
'Have you ever looked up the definition of the word Empathy? I would suspect that you have not! It is not often that we take the time to read dictionaries!! If you read the definition above, it is also likely that you will find it difficult to correlate many of the words used with organisations that you interact with on a daily basis. I often tell people how rare I think it is for companies to demonstrate ‘customer empathy’ on a consistent basis.
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Experience Matters
SEPTEMBER 16, 2014
'We just published a Temkin Group report, Case Studies in Text Analytics. The research provides rich details about how five leading companies—American Express, ADP, Firstsource, Safelite AutoGlass, and Verizon—are using text analytics. Here’s the executive summary: To help organizations understand how to use text analytics to transform their VoC programs, we have compiled five case studies from companies that have successfully utilized this capability.
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 19, 2014
Insights don’t just happen.They result from hard work from both supplier and client. If insights are desired, time and money must be invested. A Broadway show comes to life only because of the work done behind the scenes and the hard work done in preparing for the show. Likewise, most insight generation happens in the.
Customer Bliss
SEPTEMBER 18, 2014
'In a world where products and services are available in a hundred variations, beloved companies get a disproportionate piece of the pie because of how they treat their employees and customers. Beloved companies blend commerce with their humanity. They blend their personal lives with their business lives. They make decisions that are congruent with honoring the person on the other side of the transaction.
Experience Matters
SEPTEMBER 13, 2014
'In one of our recent benchmark studies, we asked consumers what professional sports, if any, they like to watch on TV. Since we’re at the beginning of the NFL season, I decided to take a look at the make-up of NFL fans. Yes, I have data on demographics such as age, income, education, etc. But I’ll share some of that later in the season.
Experience Investigators by 360Connext
SEPTEMBER 17, 2014
'The following is a Best of 360Connext post. Nuance is a small or subtle distinction. It’s difficult to see, let alone measure. And yet, we are doing our best to only respond to metrics in business. So many companies rely so heavily on metrics they miss what might be a small problem leading to a larger one. A recent example I witnessed was when a CMO, defending her piece of the budget, claimed the (relatively) small dip in membership retention rates was nothing to worry about, because the
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InMoment XI
SEPTEMBER 19, 2014
Insights don’t just happen.They result from hard work from both supplier and client. If insights are desired, time and money must be invested. A Broadway show comes to life only because of the work done behind the scenes and the hard work done in preparing for the show. Likewise, most insight generation happens in the.
Customer Bliss
SEPTEMBER 16, 2014
'Making the right decisions to tell a story you’re proud of begins with holding up a mirror to yourself and your organization. You need to ask the right questions to review your current decisions and understand the story they reveal about you today. You need to know the important decisions to make for the future. Darwin Smith, CEO of Kimberly-Clark from 1971 through 1991, is considered by many to be one of the top ten CEOs of all time.
Storyminers
SEPTEMBER 15, 2014
'Market Basket and the struggles they recently encountered highlighted the importance of workplace dynamics, specifically employee engagement.
CX Journey
SEPTEMBER 16, 2014
'Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? Or both? With sites like Yelp, TravelAdvisor, Angie''s List, and more (not to mention Twitter, Facebook, blogs, etc.), companies have a myriad of options for listening to customers online and uncovering when and where good and bad experiences are taking place.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
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InMoment XI
SEPTEMBER 17, 2014
Last week, I had the opportunity to attend the Content Marketing World conference with about 2,500 attendees from around the world. One of the keynote presentations was given by Julie Fleischer, who is the Director of Media and Consumer Engagement at Kraft Foods. She discussed how Kraft, through its content marketing efforts, provides recipes online.
Michel Falcon Experience
SEPTEMBER 17, 2014
'To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. Take a moment to think. Do you work with a customer focused CEO? I mean, not one who says he is but one who backs up their word with action. Does he invest to improve the company’s customer experience on a consistent basis?
Customers That Stick
SEPTEMBER 15, 2014
'At the core of all customer experience is communication. Communication helps direct a customer to the right department, helps make a customer feel valued, and helps give context to a product or service. Communication is among the most important of variables and, in many cases, the easiest to improve. Sometimes, the simplest things get lost in the sea of complexity that is modern business.
CX Journey
SEPTEMBER 19, 2014
'I originally wrote today''s post for Intradiem. It was published on their blog on May 19, 2014. Have you thought about this question: "In your company, are customers persona non grata?" OK, a little Latin refresher to start off. What does "persona non grata" mean? According to Wikipedia, it means an unwelcome person. I like the definition from BusinessDictionary.com, which defines it as: A person who is rejected by those whose acceptance of him or her is required in a situation.
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InMoment XI
SEPTEMBER 17, 2014
Last week, I had the opportunity to attend the Content Marketing World conference with about 2,500 attendees from around the world. One of the keynote presentations was given by Julie Fleischer, who is the Director of Media and Consumer Engagement at Kraft Foods. She discussed how Kraft, through its content marketing efforts, provides recipes online.
Win the Customer
SEPTEMBER 17, 2014
'Not only is it cheaper to keep a customer than to win a new customer, peeping customers happy is easier than fixing an angry customer. But let’s face it, no matter how much we try to keep disasters at bay, there will always be isolated cases where customers end up unhappy with the products and […].
Storyminers
SEPTEMBER 15, 2014
Market Basket and the struggles they recently encountered highlighted the importance of workplace dynamics, specifically employee engagement.The short of it is that a new CEO took over at Market Basket and planned to cut employee profit-sharing in order to increase dividends to shareholders. This did not go over well with the employees. It seems that […].
Customers That Stick
SEPTEMBER 18, 2014
'Guest Poster: Kristen Gramigna. Kristen Gramigna is Chief Marketing Officer for BluePay , a credit card processing firm, and also serves on its Board of Directors. She has more than 15 years experience in the bankcard industry in direct sales, sales management and marketing. Building a base of loyal customers can be one of the most effective ways to increase your profitability and optimize your customer acquisition costs, but what does it take to win the favor of Millennials (consumers who are
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InMoment XI
SEPTEMBER 17, 2014
Last week, I had the opportunity to attend the Content Marketing World conference with about 2,500 attendees from around the world. One of the keynote presentations was given by Julie Fleischer, who is the Director of Media and Consumer Engagement at Kraft Foods. She discussed how Kraft, through its content marketing efforts, provides recipes online.
Win the Customer
SEPTEMBER 19, 2014
'US-based companies spend more than $300 billion every year on outsourced contact center services. Outsourcing has come light years from what most people imagine and contact center services providers often are the key to helping small and mid-sized organizations compete in the global marketplace. Radical changes have been happening in how customers buy and what […].
Beyond Philosophy
SEPTEMBER 17, 2014
'Humans are by nature prejudiced. However, the word prejudice conjures up negative images in most of our minds. When you read my title, you probably wanted to answer no, because we have been taught that prejudice is inherently wrong, and clearly there are a number of prejudices that are abhorrent; race and religion, spring immediately to mind. Unfortunately prejudice is natural within people.
Help.com
SEPTEMBER 17, 2014
Here are September’s customer service awards. Debra Mostue – Farmer’s Insurance. People rarely think insurance and “this has been so fun,” but Debra Mostue of Farmer’s Insurance has bucked the trend in a big way. Help.com-er Alex recently bought a motorcycle. Rather than smash Alex with a huge rate as a first time owner, Debra sought out ways to ensure that Alex got a great rate.
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.
Forrester
SEPTEMBER 17, 2014
'As I wrote in my previous blog post and report on " The Data-Driven Design Revolution ," the digitization of customer experiences -- both online and in physical environments -- has greatly expanded the depth and breadth of customer data available. This abundance of data has profoundly changed how experience design teams use and manage customer data.
Win the Customer
SEPTEMBER 15, 2014
'As we come close to the last quarter of 2014, let us have a quick look at the five critical tech trends that came on the scene this year and are continuously driving changes in the call center landscape.
Beyond Philosophy
SEPTEMBER 19, 2014
'How do I get Customers to do what I want; eg: buy our product; use our web site; try a new service? Clearly the trick is to make them want to do what you want them to do. Sometimes people just need to be encouraged in the right direction. Encouraging people in the right direction to get the results you want, however, is a skill that takes practice.
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