Experience Matters
OCTOBER 1, 2014
'Do you want to build sustainable customer experience differentiation? Watch this video: The bottom line : You’re only as strong as your weakest CX Core Competency.
Experience Investigators by 360Connext
OCTOBER 2, 2014
'This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. The second annual #CXDay is October 7th, 2014. Come celebrate with us! (Scroll down for more details.). What’s the value of customer experience? It’s an interesting question. Whether by your customers or from within your organization, the value of customer experience can be measured in so many ways.
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InMoment XI
SEPTEMBER 30, 2014
In last week’s blog, I shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. I focused on a rather interesting finding that having an effective method of monitoring social media—in and of itself—is not strongly related to VoC program success, at least not when the measure. View Article.
Customer Bliss
SEPTEMBER 30, 2014
'Customer metrics propel the organization into understanding the customer end-game. They supply leaders with a platform to stand behind and reinforce. Getting to the classification of revenue and profitability by customer group is not a trivial project. The key is to come up with labels and categories for these groups that are simple yet meaningful.
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Experience Matters
SEPTEMBER 29, 2014
'McDonald’s recently announced the appointment of its first VP Customer Officer , Fred Ehle. I applaud McDonald’s for the move. In Temkin Group report, ROI of Customer Experience, 2014 , we found that a modest improvement in customer experience can generate an average of $437.5 million over three years for every $1 billion in annual revenues for a fast food chain.
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 30, 2014
In last week’s blog, I shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. I focused on a rather interesting finding that having an effective method of monitoring social media—in and of itself—is not strongly related to VoC program success, at least not when the measure.
Who's Your Gladys?
OCTOBER 2, 2014
'If you were asked to describe the details of your customer’s experience, how accurate would you be? Are you clear about the look, messaging and ease of navigation on your website? Do you know the current condition of the walls, halls and spaces in and around your brick-and-mortar buildings.
Experience Matters
OCTOBER 2, 2014
'I hope you’re making plans to celebrate Customer Experience Day on Tuesday. See why I’m excited and what Temkin Group has planned.
Experience Investigators by 360Connext
OCTOBER 1, 2014
'How do you build customer relationships in today’s high-tech marketplace? I hate to say it, but… You’re running out of options. Customers are casually dating competitors while we are constantly learning what makes them happy and trying to speak their language. Email is one of the few fertile grounds you have left for building customer relationships.
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InMoment XI
SEPTEMBER 30, 2014
In last week’s blog, I shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. I focused on a rather interesting finding that having an effective method of monitoring social media—in and of itself—is not strongly related to VoC program success, at least not when the measure.
Customer Bliss
OCTOBER 2, 2014
'The key to making customer metrics (also known as guerilla metrics) a success is to do three things right: 1. Introduce them the right way. Sell that customer metrics provide the clarity and revenue connection that’s been missing. Read More: Growing Customers as the Assets of Your Business. 2. Get a commitment for gathering the data and secure the resources to do it.
CX Journey
OCTOBER 2, 2014
'Image courtesy of Wikipedia How does the Pygmalion Effect apply to customer experience? First of all, what is the Pygmalion Effect? According to Wikipedia , it is. the phenomenon whereby the greater the expectation placed upon people, the better they perform. The effect is named after the Greek myth of Pygmalion. Pygmalion was a sculptor who fell in love with a statue he had carved.
Beyond Philosophy
OCTOBER 3, 2014
'The Royal Yacht Britannia is the number one attraction on TripAdvisor in the UK. I have been fortunate enough to know and work with their Chief Executive Bob Downie for a number of years, and Bob will tell you that receiving this accolade wasn’t their goal. In a recent conversation with me, Bob explained “It wasn’t an objective to become number one on TripAdvisor.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
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InMoment XI
SEPTEMBER 30, 2014
Allegiance is proud to host Utah’s first Customer Experience (CX) Day as a sponsor of CXPA’s international CX Day. This event will offer key insights into the CX space and help educate those interested in measuring and improving the customer experience in their organizations. So what is CX and why should you care? CX is. View Article.
Customers That Stick
OCTOBER 2, 2014
'Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. With 25 years in business and a Masters in Organizational Psychology, Kate has guided tens of thousands to engage in uplifting productive interactions.
Win the Customer
OCTOBER 1, 2014
'Building a brand is all about creating a brand image and continually serving customers in a way that creates a positive perception of a business, its products and services. Effective branding means staying relevant in the minds of people via associating positive, action motivating, and emotionally engaging feelings in the hearts and minds of the customer.
Michel Falcon Experience
OCTOBER 2, 2014
'When I meet with companies to improve their customer experience I’m often greeted with, “Michel, we are very conservative. I don’t know how much we can invest to improve our customer experience.” I understand operating budgets are reviewed with strict attention, however, what I have a hard time understanding is when a company will “double down” on traditional media and say they don’t have the budget to increase their customer loyalty.
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InMoment XI
SEPTEMBER 30, 2014
As customer experience professionals, it’s time we realized that we are no longer practicing customer experience management, but rather customer experience enablement. When it comes to the customer journey, we’re just along for the ride. This is not to say that we cannot have an effect on the customer experience, but the role that companies need.
Wired and Dangerous
SEPTEMBER 29, 2014
'As we have discussed previously customers coming out of the recent recession are fundamentally different than they were before. Even customers not directly impacted financially were emotionally shaken by the uncertainty, anxiety and adverse effect on family and friends. Many organizations continue to do “business as usual” failing to understand the new customer and thus completely miss the mark in how vocal and powerful the new customer has become.
Win the Customer
SEPTEMBER 29, 2014
'Creating an exceptional customer experience requires time, effort, and attention to detail. It’s critical to understand customers, customer expectations, and have the right process to ensure that service delivered exceeds service expectations. Customers want more than just words and pretty pictures. Customer Journey mapping is an integral part of customer experience design.
Customers That Stick
SEPTEMBER 29, 2014
'One of the (usually) fun things about being in the customer service/customer experience space is that friends, family members, and colleagues like to tell you about their newest customer service adventures — positive or negative. The following happened to a colleague of mine a few weeks ago. The setting has been altered slightly to protect the guilty.
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InMoment XI
SEPTEMBER 30, 2014
Allegiance is proud to host Utah’s first Customer Experience (CX) Day as a sponsor of CXPA’s international CX Day. This event will offer key insights into the CX space and help educate those interested in measuring and improving the customer experience in their organizations. So what is CX and why should you care? CX is.
Help.com
OCTOBER 1, 2014
At Help.com , we believe in the transformative power of great customer service. Every two weeks we like to step back and acknowledge some of the great companies and people our team comes across in their personal and professional lives. With that said, let’s review some of the great customer service experiences we’ve had in the last two weeks. Instacart.
Win the Customer
OCTOBER 2, 2014
'33% Percent of companies admit to not keeping promises made to customers. Recent research reported by the Institute for Corporate Productivity (i4cp) and the American Management Association (AMA), shows that there’s a growing gap between what organizations aspire to in terms of service delivery and the actual service customers experience. Business is different.
Customer Enthusiast
SEPTEMBER 30, 2014
'When asked about his approach to work during an interview, the late J.W. Marriott, Sr. said, “There aren’t these two opposites, work and play, one bad and the other good. It’s having a vision of the way things ought to be, and then making them that way.”. Keep in mind that Mr. Marriott’s “work” – from the time he opened his first 9-seat root beer stand in 1927 until his death in 1985 – consisted of serving customers.
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.
InMoment XI
SEPTEMBER 30, 2014
As customer experience professionals, it’s time we realized that we are no longer practicing customer experience management, but rather customer experience enablement. When it comes to the customer journey, we’re just along for the ride. This is not to say that we cannot have an effect on the customer experience, but the role that companies need.
Think Customers
OCTOBER 2, 2014
'Real-time data is essential for optimizing a campaign, but is it overused? And what defines performance? Yesterday, executives from Time Inc., MSN Global Marketing at Microsoft, Mediahub and more tackled these questions in a panel discussion hosted by publishing company Purch as part of the networking marathon known as Advertising Week in New York City.
Forrester
SEPTEMBER 29, 2014
'I get just as excited as the next analyst about the latest and greatest startup. But you know what? There''s something extra cool about a brand that''s been around since 1864, and yet runs neck-and-neck with Amazon in our UK customer experience rankings. That''s why we invited Andrew Murphy, retail director of John Lewis Department Stores, to speak at Forrester''s Forum For Customer Experience Professionals EMEA in London on November 17th and 18th, 2014.
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