Sat.Oct 18, 2014 - Fri.Oct 24, 2014

article thumbnail

What IS a Customer Touchpoint?

Experience Investigators by 360Connext

'The following is a Best of 360Connext post. Touchpoints within the customer journey help define a lot of moments, both good and not-so-good. According to Wikipedia , the definition of a touchpoint is: Touchpoint (also touch point , contact point , point of contact ) is business jargon for any encounter where customers and business engage to exchange information, provide service, or handle transactions.

article thumbnail

Shareholder or Customer First? The difference between Tesco and Amazon

ijgolding

'October 2014 was not the best day to be a shareholder of two of the world’s retail giants. Tesco continued their unfortunate journey from world domination to public implosion. The company who convinced the UK and beyond that ‘every little helps’ are going to need all the help they can get to fight through their greatest ever crisis. Whilst the plight of Tesco was very visibly reported in the UK, the performance of an even bigger retail juggernaut was less so.

Retail 290
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Report: Net Promoter Score Benchmark Study, 2014

Experience Matters

'We published a Temkin Group report, Net Promoter Score Benchmark Study, 2014. This is the third year of this study that includes Net Promoter® Scores (NPS®) on 283 companies across 20 industries based on a study of 10,000 U.S. consumers. Here’s the executive summary: We measured the Net Promoter Score of 283 companies across 20 industries. USAA and JetBlue took the top two spots, each with an NPS of more than 60.

article thumbnail

Managing Customer Relationships, One at a Time

InMoment XI

This post was co-written by Randy Brandt, senior vice president of customer experience, and Lorenzo Introna, vice president of product development at Maritz Research. In last week’s blog, we shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. We suggested that one way organizations can get the.

article thumbnail

From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

article thumbnail

What Does It Take To Be A Customer Focused Organization?

Experience Investigators by 360Connext

'The following is a Best of 360Connext post. We Want to Believe. As business owners, we want to believe if we INTEND to have a customer-focused organization, we will! We deliver an experience in the beginning based on who we are, not any plan about how we deliver. It’s organic – we just ARE customer focused. Organizations grow, though, and things happen.

More Trending

article thumbnail

Customer Service Surveys – Have Them Take a STAND!

Kristina Evey

'I often work with clients to create customer surveys to get valuable feedback from customers about the way they do business, ways to improve, what is working, what isn’t, etc. One of the most frequent discussions we have is around my guidance to avoid having a neutral response available for the respondent. I like to provide the following options for quantitative options… Take a Stand with Customer Feedback.

Survey 218
article thumbnail

Improving Survey Results with Native Language Options (Part 1 of 2)

InMoment XI

It’s estimated that 30% of the world can speak English, but less than one third of those individuals speak English as a first language. This means approximately 1.4 billion people ‘speak English’ but might not necessarily communicate comfortably in English. These statistics should cause CX teams to think about the need for survey localization.

Survey 200
article thumbnail

Connecting with Customers In The Moment: How These Brands Nailed It

Experience Investigators by 360Connext

'Customers live in the moment. There are many things we can do to create memorable moments for customers. Funny signs, thoughtful gifts, and sincere messages are all great things to help improve the experience. But sometimes the things that leave a lasting impression aren’t dazzling and delightful. Considering who your customers are and what they’re experiencing in the moment can say a lot about how much your organization really cares about them.

article thumbnail

3 Reasons Not to Fear Difficult Conversations with Customers

Who's Your Gladys?

'We all know the feeling. Somebody’s doing something that’s not working. It could be a coworker who isn’t very gracious, a staff member who won’t follow process, or a customer who wants more than you can give. And we know we have to talk about. Communicating with Customers Customer Service customer service mindset customer service performance Delighting customers Dissatisfied customer Lori Jo Vest performance Saying no to customers What to say to customers Who''s Your Gla

article thumbnail

Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

article thumbnail

Ethan Allen Launches New Store Concept

Storyminers

'In response to changing consumer trends, Ethan Allen is launching a new retail store concept with new in-store technology designed to enhance the customer experience.

Retail 205
article thumbnail

Managing Customer Relationships, One at a Time

InMoment XI

This post was co-written by Randy Brandt, senior vice president of customer experience, and Lorenzo Introna, vice president of product development at Maritz Research. In last week’s blog, we shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. We suggested that one way organizations can get the.

article thumbnail

Three Actions to Drive Customer Profitability

Customer Bliss

'Driving the customer agenda and customer profitability must always be at the top of the agenda. 1. Keep customers top of mind and take ownership for making customers a priority of the business. If proposals are lacking in customer perspective or customer considerations, send everyone back to the drawing board. 2. Make the leap to change the way people think about the business.

Metrics 180
article thumbnail

Becoming Known For Service Excellence – Aligning Who You Are With Who You Say You Are

Michelli Experience

'I have often suggested that a measure of a person and of a brand is what people say about you when you are not around. Many customer voices are included throughout my book The Zappos Experience but it seems only fitting, given the innovative use of Twitter at Zappos, to share how some customers “tweet” [.

article thumbnail

Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

article thumbnail

Beware of the #CX Inflection Point

CX Journey

'I originally wrote today''s post for Intradiem. It appeared on their blog on June 19, 2014. What is the customer experience inflection point? There comes a time in every company''s history, present time, or future when it must change or adapt - or die. That''s a pretty melodramatic statement, isn''t it? Maybe. But perhaps it''s also an eye-opener for some companies.

Culture 173
article thumbnail

Improving Survey Results with Native Language Options (Part 1 of 2)

InMoment XI

It’s estimated that 30% of the world can speak English, but less than one third of those individuals speak English as a first language. This means approximately 1.4 billion people ‘speak English’ but might not necessarily communicate comfortably in English. These statistics should cause CX teams to think about the need for survey localization.

Survey 200
article thumbnail

The State of Customer Experience (Infographic)

Customers That Stick

'In honor of Customer Experience Day , Temkin Group released its “ The State of Customer Experience” infographic. The report is drawn from a number of Temkin’s research reports, including its experience ratings which evaluates more than 268 organizations across 19 industries based on feedback from 10,000 U.S. consumers. A number of the findings are exciting for those working in the CX trenches.

article thumbnail

Why I’ve Spent Months Building the Experience Academy

Michel Falcon Experience

'Back when I was hustling to become a customer experience consultant and keynote speaker, I spent 1000′s of hours researching how companies become leaders in customer experience. I examined companies like Starbucks and Zappos in awe of how they grew to become a world-renowned, customer focused organization. As I say in many of my keynote speeches, the primary reason I devoted my career to customer experience management is because it earns greater profits and revenue.

Course 154
article thumbnail

The State of Customer Onboarding 2024

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.

article thumbnail

Innovative Service: Serving Your Values

Wired and Dangerous

'High Point University is a private college in High Point, North Carolina. When Dr. Nido Qubein assumed the presidency in 2005, he shifted the focus to the experience of their customer—the student. The wireless campus is an immaculate setting with speakers playing classical music as students change classes. However, everything is done to model a value.

article thumbnail

Managing Customer Relationships, One at a Time

InMoment XI

This post was co-written by Randy Brandt, senior vice president of customer experience, and Lorenzo Introna, vice president of product development at Maritz Research. In last week’s blog, we shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. We suggested that one way organizations can get the.

article thumbnail

The Compete Through Service Symposium

Customers That Stick

'I’d like to take a moment to tell Customers That Stick™ readers about the 25 th annual Compete Through Service Symposium ( online brochure ) put on by the Center for Services Leadership at Arizona State University’s W.P. Carey School of Business. The Center for Services Leadership is a leader in customer experience higher education and has one of the few programs at a major university dedicated to customer experience.

article thumbnail

Ethan Allen Launches New Store Concept

Storyminers

In response to changing consumer trends, Ethan Allen is launching a new retail store concept with new in-store technology designed to enhance the customer experience. The new retail design comes with the launch of 600 new product designs reflecting the more casual lifestyle of their customers today and a new content rich website. Integration of technology […].

Retail 100
article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

article thumbnail

Take advantage of social media to enhance your business

Help.com

Guest blog by Shep Hyken: . The technology available in today’s world has added new tools and opportunities to the customer service arena, and one of the most important of these is social media. Not only can you reach customers quickly with company news and value-added content, you can also respond to unhappy customers and show them – and others – that you are willing to do what is necessary to fix problems and support your customers.

article thumbnail

Improving Survey Results with Native Language Options (Part 1 of 2)

InMoment XI

It’s estimated that 30% of the world can speak English, but less than one third of those individuals speak English as a first language. This means approximately 1.4 billion people ‘speak English’ but might not necessarily communicate comfortably in English. These statistics should cause CX teams to think about the need for survey localization.

Survey 200
article thumbnail

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

Beyond Philosophy

'The Royal Yacht Britannia is the number one attraction on Trip Advisor in the UK. Chief Executive Bob Downie is someone I have worked with for a number of years. Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. That being said; he admits they might have done some things differently.

ROI 119
article thumbnail

“It’s up to you” – Choices can ruin your customer experience

Heart of the Customer

'Choices make or break your customer experience. Design them well and they make life easier on your customers. But leave them to chance and they can drag down your customer experience. I’m teaching a series customer experience workshops for an insurance company. We were looking for an example to bring it all together. So, being a good partner, I went out and got rear-ended.

article thumbnail

The Open CCaaS Advantage Report

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.

article thumbnail

How Customer Experience Champions Transform Culture

Think Customers

'In my latest report for Forrester, How Customer Experience Champions Transform Culture, I take a closer look at how companies are using these programs to drive customer obsession. In 2014, a number of companies have launched their own versions of these programs, so we thought it was time to take a closer look. These programs work as extensions of core customer experience teams which tend to be quite small.

Culture 102
article thumbnail

What’s Your CX Spirit Animal?

InMoment XI

QZZR is a fun data collection company we like — part of the informal approach to gathering data that’s getting attention today. Have some fun with this informal survey.

Survey 200
article thumbnail

Do You Have a Secretly Toxic Employee Problem?

Beyond Philosophy

'Toxic employees are people who poison the culture at work. Some of them are outright toxic, vocal in communicating it. There is another group, however, that is far more sinister than these loud mouthed bad apples: The secretly toxic employees. These types are critical to locate and eradicate from your culture to promote a better work environment that can create an excellent Customer Experience.

Culture 117