Experience Investigators by 360Connext
OCTOBER 29, 2014
'The following is a Best of 360Connext post. Do we live in a throwaway culture? Probably. It feels that way to loyal customers sometimes, thanks to customer rewards reserved for those walking in the door. When customers feel neglected, they take to the Internet , and on these companies’ very sites I found dozens upon dozens of customers voicing how frustrated they felt.
Experience Matters
OCTOBER 27, 2014
'In a previous post, I defined the three elements of an experience: Success, Effort, and Emotion. We’ve been measuring each of these areas as part of our Temkin Experience Ratings for four years. So I decided to share some insights from the effort ratings component of those overall ratings (you can see this data as part of the Temkin Experience Ratings datasets).
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InMoment XI
OCTOBER 29, 2014
I’m a big fan of Fred Reichheld. I don’t always agree with him; for example, I categorically dispute his claim that the Net Promoter Score is the “ultimate” measure of customer loyalty. Yet, on many topics I think his observations are right on the mark. Take the topic of “bad profits.”In his book, The Ultimate. View Article.
Kristina Evey
OCTOBER 29, 2014
'Is it possible to be TOO nice as a Customer Service Rep? Can being TOO nice scare people off? A client of mine asked this question of me yesterday during a workshop and it gave everyone pause for thought. My response…. Yes and No. I know, I sound all “lawyer-y”, but it really is true. There are a few things to consider…. Customers are SO impressed when they find someone who is genuinely nice to them, engages with them, works to solve their problem, or answer their question, that in their mind
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Experience Investigators by 360Connext
OCTOBER 27, 2014
'The following is a Best of 360Connext post. I officially stopped trick and treating (for myself) when I was 17. I almost made it to 18, but my friend and I got back in the car after we walked around the neighborhood for two minutes feeling silly so we went to Chili’s instead. True story. But I still reminisce about the days of sprinting around to see if I could get the biggest and baddest bag.
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
OCTOBER 29, 2014
I’m a big fan of Fred Reichheld. I don’t always agree with him; for example, I categorically dispute his claim that the Net Promoter Score is the “ultimate” measure of customer loyalty. Yet, on many topics I think his observations are right on the mark. Take the topic of “bad profits.”In his book, The Ultimate.
Who's Your Gladys?
OCTOBER 28, 2014
'Could your service use a facelift? Only your customers know for sure. And they’re willing to tell you, if you take the initiative to ask. They’re already telling friends, family, and their social networks. For example, I received this email from a friend about her husband Bob’s experience.
Experience Investigators by 360Connext
OCTOBER 31, 2014
'Today is the day I get to make my FAVORITE cookie – Oreo truffle eyeballs – and watch a spooky movie on Netflix (I’m taking suggestions! Anyone?). I would write a post devoted to the virtues of the Oreo eyeball, but it’s time for the Microinteraction of the Month , so I wanted to feature some impressive tactics I’ve seen recently for converting visitors (including myself – they work).
Michelli Experience
OCTOBER 31, 2014
'I am blessed to be attending the gala Singapore Experience Awards as a guest of the Singapore Tourism Board. I was asked earlier in the year to serve as a judge to help determine the best experience providers in Singapore. As you likely know, I am a fan of this uniquely special city/state and truly [.
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InMoment XI
OCTOBER 29, 2014
I’m a big fan of Fred Reichheld. I don’t always agree with him; for example, I categorically dispute his claim that the Net Promoter Score is the “ultimate” measure of customer loyalty. Yet, on many topics I think his observations are right on the mark. Take the topic of “bad profits.”In his book, The Ultimate.
Customer Bliss
OCTOBER 28, 2014
'Customer empathy is not a pity-party! The ability to empathize and to put ourselves in our customers’ shoes so we understand what they are going through – tests the humanity of our organizations. Bring groups of people together in clusters of 20-30 people and have them identify the top ten customer frustrations that are occurring right now. Identify which have emerged recently and discuss how customers are responding and coping with challenges.
Storyminers
OCTOBER 31, 2014
'A voice of the customer(VoC) program can be an integral part of delivering great customer experiences as long as the focus remains on understanding what to improve and how.
CX Journey
OCTOBER 30, 2014
'Action! Image courtesy of jonathankosread I originally wrote today''s blog for MindTouch; it appeared on their blog on June 2, 2014. Have you heard about Aristotle''s seven causes of human action? They are certainly an interesting study of customer understanding! A little background first. In his book Rhetoric , Aristotle said: Now every action of every person either is or is not due to that person himself.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
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Bill Quiseng
OCTOBER 27, 2014
This guest post is written by James Clifton , Social Media Manager at GetApp.com. This blog is all about Delivering the World’s Best Customer Experience. In my posts, I provide advice to improve face to face customer interactions. James and GetApp are focused on offering the best customer service technology solutions. As you read his post, you will see that whether it is in person or via social media, his five ways to improve customer service work for both.
Customer Bliss
OCTOBER 30, 2014
'This customer experience work is not for the mild-hearted or quarterly inclined. Don’t bail in the first year because the results don’t come as cleanly as seeing response rates on a marketing campaign or the number of page views on your Web site. You need belief and commitment that this is the right course. Employees must hear from the CEO that the company ticker on proclaiming something a success or failure has a much longer timeline here.
Beyond Philosophy
OCTOBER 31, 2014
'Well, there you have it! After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” to independence. I won’t go into deep macro-economical, sociological, PESTAL analysis, etc. I won’t even get into why they Scottish chose not to go. For me, it comes down to two words: Loss Aversion.
CX Journey
OCTOBER 28, 2014
'Image courtesy of shenamt Do you have a governance structure in place for your customer experience efforts? A solid foundation for any customer experience management effort must include a governance structure. But what does that mean? What is governance? And why do we need it? Let''s start with what it is. According to BusinessDictionary.com , governance is the.
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C3Centricity
OCTOBER 26, 2014
In 1943 Maslow proposed his theory about people’s needs in a paper entitled “A theory of human motivation” He used the terms Physiological, Safety, Belongingness and Love, Esteem, Self-Actualization and Self-Transcendence to describe the pattern of needs that motivate people. At the time he didn’t present it as a hierarchy, nor as a pyramid, but that has become the accepted representation these days.
Storyminers
OCTOBER 31, 2014
A voice of the customer(VoC) program can be an integral part of delivering great customer experiences as long as the focus remains on understanding what to improve and how. Voice of the customer programs are helpful in tracking customer complaints, choices and generally negative impressions. This is useful information if you know what to do […].
Beyond Philosophy
OCTOBER 29, 2014
'Well, there you have it! After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” to independence. I won’t go into deep macro-economical, sociological, PESTAL analysis, etc. I won’t even get into why they Scottish chose not to go. For me, it comes down to two words: Loss Aversion.
Wired and Dangerous
OCTOBER 27, 2014
'The Holiday Inn in Peterborough, Ontario, is famous for what they call the “magical moments” they create for guests. A woman who frequently stays at Holiday Inns called the Holiday Inn Peterborough Waterfront with a unique request. Although she lived hundreds of miles away, her daughter lived alone in Peterborough. She had learned in a phone call that her daughter was not feeling well.
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C3Centricity
OCTOBER 26, 2014
In 1943 Maslow proposed his theory about people’s needs in a paper entitled “A theory of human motivation” He used the terms Physiological, Safety, Belongingness and Love, Esteem, Self-Actualization and Self-Transcendence to describe the pattern of needs that motivate people. At the time he didn’t present it as a hierarchy, nor as a pyramid, but that has become the accepted representation these days.
Win the Customer
OCTOBER 27, 2014
'Most tasks can be delegated elsewhere. Much of what we do today can be automated, saving time, money, and improving the customer experience. Once you begin noticing tasks that could be handled via automation, you''ll get excited about the potential.
Beyond Philosophy
OCTOBER 28, 2014
'All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. One little part that many organizations don’t consider in this process is the systems you use to do business.
Wired and Dangerous
OCTOBER 30, 2014
'Guest Post by Sybil F. Stershic. This week marks the 7th anniversary of the release of Taking Care of the People Who Matter Most: A Guide to Employee-Customer Care. I’ve been honored to speak with thousands of business and nonprofit professionals in the U.S. and abroad since my book’s publication, including company leaders who use the books in management development training.
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.
C3Centricity
OCTOBER 26, 2014
In 1943 Maslow proposed his theory about people’s needs in a paper entitled “A theory of human motivation” He used the terms Physiological, Safety, Belongingness and Love, Esteem, Self-Actualization and Self-Transcendence to describe the pattern of needs that motivate people. At the time he didn’t present it as a hierarchy, nor as a pyramid, but that has become the accepted representation these days.
Michel Falcon Experience
OCTOBER 28, 2014
'I’ve spent years studying the franchise business model; it’s complex. Ensuring that you have a seamless customer experience across the entire brand is key to success. One of the primary reasons that someone may invest in buying a franchise is because of it’s proven operating systems. If you follow the established blueprint created by the franchisor you can reap the financial benefits.
Beyond Philosophy
OCTOBER 28, 2014
'All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. One little part that many organizations don’t consider in this process is the systems you use to do business.
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