InMoment XI
OCTOBER 15, 2014
“You should have let us know and we would have fixed the problem for you,” said the hotel clerk as I checked out and listed a litany of unsanitary aspects of the room I had stayed in the night before. I tried to explain to her that when a guest sees something disgusting in the room (or in.
Experience Matters
OCTOBER 17, 2014
'My definition of customer experience remains the same as when I introduced it in 2008 : The perception that customers have of their interactions with an organization. Our model for customer experience has always been built on three components — functional , accessible , and emotional – which are the underlying elements in the Temkin Experience Ratings.
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Experience Investigators by 360Connext
OCTOBER 13, 2014
'The following is a Best of 360Connext post. You know what I have observed about entrepreneurs? They deliver an experience based on who they are. There is nothing more organic than how a passionate entrepreneur creates experiences for his or her customers. The experience is based on the entrepreneur as a person – and often reflects that in spite of their best efforts!
ijgolding
OCTOBER 16, 2014
'This is not the first time I have written about the concept of customer effort. I doubt it will be the last. A few months ago I shared a story that described my interaction with an organisation as a little like having a tooth extracted – you can read that particular story here. The important point of the story is that the organisation that was the subject of it, Hertz, are no longer a company that I consider myself to be a customer of.
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InMoment XI
OCTOBER 15, 2014
“You should have let us know and we would have fixed the problem for you,” said the hotel clerk as I checked out and listed a litany of unsanitary aspects of the room I had stayed in the night before. I tried to explain to her that when a guest sees something disgusting in the room (or in. View Article.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
OCTOBER 15, 2014
'How was I not in Boston for MarketingProfs B2B Forum ? Seriously. How did this happen? It’s a long story and one I hope to rectify next year, but instead I had to settle for the countless tweets , posts and photos of Seth Godin and others basking in the glory that is Ann Handley. First things first, I *highly* recommend her latest book, Everybody Writes , for anyone who has any reason to write anything from a status update to a manuscript.
Customer Bliss
OCTOBER 16, 2014
'Very little shreds of respect remain, if any, after we’ve put a customer through the third degree that many customers experience when they encounter a glitch, and actually need to return a product, put in a claim or use the warranty service. As tempting as it is to debate customers to uphold a policy to the letter of the law, suspend the cynicism and work to believe your customers.
InMoment XI
OCTOBER 15, 2014
“You should have let us know and we would have fixed the problem for you,” said the hotel clerk as I checked out and listed a litany of unsanitary aspects of the room I had stayed in the night before. I tried to explain to her that when a guest sees something disgusting in the room (or in.
Michelli Experience
OCTOBER 17, 2014
'I am sure it is not news to you that Coca Cola has been facing declining sales numbers for a considerable stretch thanks to consumers who are less inclined to want sugar based carbonated drinks. That trend notwithstanding, Coke’s global presence and marketing strength have allowed it to offset many of the company’s revenue losses [.
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Experience Investigators by 360Connext
OCTOBER 16, 2014
'Considering how process-focused experience planning can be, it’s not terribly surprising to realize how diversity is often overlooked as a key ingredient in successful customer experience strategies. Diversity is a critical component, in my opinion. The world is incredibly diverse, small, connected and transparent. Pretending your customers are one dimensional only amplifies the fact they’re not.
Who's Your Gladys?
OCTOBER 15, 2014
'While watching a tribute to Joan Rivers, I spotted a key strategy to her success that directly relates to customer service. She had a system to capture and retain each and every one of her jokes. Every joke was typed up, sorted by subject, and cataloged.
CX Journey
OCTOBER 14, 2014
'Image courtesy of Marianna Gomes What are your customer experience success metrics? And how do they differ from your VoC metrics? Last Tuesday, we celebrated the second annual CX Day , a day to celebrate both customers and the professionals who work tirelessly to improve the customer experience. I hosted two Google Hangouts for CX Day, the first of which I blogged about last week.
Michelli Experience
OCTOBER 17, 2014
'Sometimes we are too close to something – a process, an idea, a product or service – to see it with true, objective clarity and perspective. This can be especially (and paradoxically) true when a notion is born from our own brains. We think we know what it looks, smells and feels like to be [.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
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Customer Bliss
OCTOBER 14, 2014
'It’s not enough to simply have the metrics – it’s what you do with them that matters. To make the guerrilla metrics stick and to use them to steer the actions of your business, you need to take them out of the hordes of reports and paperwork. Put them front and center. Establish a Customer Room where a regularly scheduled spotlight shines on the customer metrics.
Who's Your Gladys?
OCTOBER 17, 2014
'How do you as a manager react when one of your employees makes a mistake? I have seen managers who yell, lecture, punish, threaten, and humiliate. After more than nine years working in customer service, I truly believe that most employees are trying to do their best and do not make mistakes on purpose.
Storyminers
OCTOBER 14, 2014
'The retail customer experience will need greater connections than ever before as social media and mobile will play a big role in holiday shopping and beyond.
Michelli Experience
OCTOBER 17, 2014
'In addition to their products and services, I am a fan of Zendesk because they openly share pertinent customer experience information. Unlike others who report customer experience results, Zendesk’s data is not the byproduct of surveys but instead emerges from customer interactions with over 25,000 businesses in 140 countries. Here are some high level findings [.
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CX Journey
OCTOBER 17, 2014
'Image courtesy of Bright Vibes I originally wrote today''s post for EQ List on August 10, 2014. I recently wrote a post called Time to Kill a Customer Experience Snake , in which I outlined Jim Barksdale''s Three Rules of Business and how they relate to improving the customer experience. His rules tell us how to kill a snake, metaphorically. What Are Snakes?
Wired and Dangerous
OCTOBER 13, 2014
'Early one morning I was in my side yard and walked up on a huge elaborate spider web complete with its designer-tenant. As I approached the artwork, the spider began to vibrate the web sending early morning dewdrops everywhere. The next morning the web was gone without a trace. But, nearby was a brand new elegant web spread between two trees. A friend was checking out of a Ritz-Carlton hotel early one morning.
Win the Customer
OCTOBER 11, 2014
'Your customers are talking about you online, and there is nothing you can do to stop it. But, do you want to stop it when you can join the conversation? Online discussions and reviews give you a window into your customers’ minds, and, when handled correctly, that opportunity can persuade them to open up their […].
Michelli Experience
OCTOBER 17, 2014
'In many parts of the US, back to school begins weeks before the first nip of autumn can be felt in the air. It is a season that inspires lifelong learning, seeing things differently, and replacing the antiquated with the fresh. In this spirit of reconsideration and renewal I just read research scientist Peter Kriss’s [.
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Beyond Philosophy
OCTOBER 14, 2014
'Home Depot is the latest big brand to suffer a large-scale data breach, affecting over 56 million payment cards. With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company.
Customers That Stick
OCTOBER 16, 2014
'Meet Melissa Kovacevic! Melissa opened her consulting practice in 1983 after a post-college customer-service near-death-experience as toy demonstrator at Sears during Christmas. She recovered later having agent and management roles in contact centers. Melissa enjoys “on the job” coaching with front-line center leaders responsible for improving agents’ service and sales skills. 90% of her training and coaching is done virtually because she refuses to fly.
Win the Customer
OCTOBER 13, 2014
'Call center managers are the people responsible for orchestrating the entire workflow for their organization. They are lauded when the organization earns profits or applauses; the same people are criticized when the organization does not achieve its goals. This is why the contact center managers are always walking the tight rope. If your organization is […].
Michelli Experience
OCTOBER 17, 2014
'Ian Padgham one of the creative geniuses at Origiful may be the only person who has shrunk an entire pregnancy and delivery to 6 seconds. If you haven’t seen it already, check it out Ok so his wife, Claire, actually went through a normal birth and delivery but the rest of us (and literally that [.
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.
Help.com
OCTOBER 15, 2014
Recently Help.com sat down with Buffer Happiness Hero Åsa Nyström to discuss Buffer’s excellent customer service. (Listen to the full audio of the interview here: Åsa Nyström ). For those unfamiliar, Buffer helps people manage and schedule social media, as well as providing high level analytics and team packages. Buffer is known for incredible customer service and enthusiastic employees.
Storyminers
OCTOBER 14, 2014
The retail customer experience will need greater connections than ever before as social media and mobile will play a big role in holiday shopping and beyond. In a survey conducted by MarketLive, one-third of the respondents indicated that they would make more than 50% of purchases on a mobile device. This trend underscores the importance […]. The post Retail Customer Experience Needs Connection appeared first on Mike Wittenstein.
Customers That Stick
OCTOBER 13, 2014
'Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 35: September 2014. Thoughts on the Customer: Fewer Choices, More Happiness. In keeping with the theme of today’s Monday Motivation ( subscribe here ) — simplify — let’s review the key findings of Barry Schwartz’s book The Paradox of Choice and their relevance to customer experience.
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