Experience Investigators by 360Connext

NOVEMBER 5, 2014

'It’s funny how everything old becomes new again. Apparently, reading is good for us! Of course, reading is a fundamental aspect to learning and growing. But it hasn’t always been seen as something to do while at work. Sure, we read emails and the occasional “Hang In There” cat poster, but reading for joy or even learning is not typically encouraged by bosses in annual reviews. “Ok, Susie, you’ve done great but I really wish you would read more novels.”

Customer Experience 273

Customer Experience Net Promoter Score Employee Engagement Culture 273

InMoment XI

NOVEMBER 4, 2014

The Internet will kill television. Television will kill radio. Radio will kill the newspaper. Didn’t really happen, did it? Many today are proselytizing the imminent demise of the research world’s workhorse—the humble survey. I’m here to tell you they are dead wrong…for now. Let me tell you why.

Report 200

Report Survey Retail 200

Customer Bliss

NOVEMBER 6, 2014

'It’s not the fact that the silos exist that’s the problem. It’s their lack of coordination and conflicting metrics. Each faction of the company continues to establish their own plans, budgets and goals. The challenge of CX work is that it cuts across the entire organization and orchestrating a new behavior isn’t often factored in by the silos. In many strong siloed organizations, there’s an upstream swim to connect on the end-to-end hand-offs required for customer experience.

Effort Score 229

Effort Score Connections Metrics Leadership 229

Who's Your Gladys?

NOVEMBER 6, 2014

'According to a study conducted by the Rockefeller Corporation of Pittsburgh, 68% of customers stop doing business with a company because of an attitude of indifference by an owner, manager or employee.

Customer Service Training 225

Customer Service Training Study Training Customer Service 225

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Customers

Experience Investigators by 360Connext

NOVEMBER 3, 2014

'The following is a Best of 360Connext post. “That’s so interesting!” I hear this over and over when I describe what 360Connext does. In a nutshell, it’s how to better your business. Here’s the gist, just in case you haven’t heard it: We evaluate customer experience for organizations interested in understanding the true experience of their customers, not just what they believe it to be.

How To 271

How To Leadership Social Media Consulting 271

ijgolding

NOVEMBER 4, 2014

'At the weekend I was honoured to witness the wedding of a very dear friend of mine. It was a quite wonderful occasion from beginning to end. Those of us who have had the pleasure of attending a wedding (whether it be our own, or of others) have all seen the traditional exchange of wedding rings. It was not until Saturday that I considered how the wedding ring can act as the analogy between the coming together of two people in marriage and the coming together of a customer and business.

Customer Experience 211

Customer Experience Customer Journeys Customer Retention Loyalty 211

CX Journey

NOVEMBER 4, 2014

'Do customers really care about brands? A couple weeks ago, SDL shared a post of theirs that included 25 facts about customer experience, including a variation of this one: Most people worldwide would not care if more than 73% of brands disappeared tomorrow. -Source: Havas Media The question I ask is, "Why?" Is this even a thing? Should we be worried about people not caring if brands disappeared from their lives?

Brands 206

Brands Loyalty Advertising Policies 206

Experience Investigators by 360Connext

NOVEMBER 6, 2014

'Remember when retailers were scared of their online competitors? While talk of customer showrooming and digital detraction are still big, there is a totally opposite trend happening. Retailers who once only sold online are building stores for customers to visit in real life. Becoming truly omnichannel. We do live in an omnichannel world, but it can still be surprising to learn how many online retailers are experimenting with brick and mortar.

Omni-Channel 258

Omni-Channel Trends Retail Ecommerce 258

InMoment XI

NOVEMBER 5, 2014

Today I am thrilled to announce the creation of MaritzCX! Allegiance Software Inc. and Maritz Holdings Inc. have announced the intent to create a new independent company, MaritzCX, through the acquisition of Allegiance and subsequent combination with Maritz Research Inc.

Customer Experience 200

Customer Experience Software Customers Company 200

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Communication

Customer Bliss

NOVEMBER 4, 2014

'We have created a kind of hysterical customer feedback muscle in the marketplace by over-surveying our customers and asking (ever so thoughtfully) “How can we improve?”. Customers tell us what to do and we haven’t moved on the information. Customers read the lack of action as lack of caring and certainly lack of respect. We often over think what the customer effort should be.

Survey 187

Survey Feedback Connections Customer Experience 187

Who's Your Gladys?

NOVEMBER 4, 2014

'According to a Nielsen Study conducted in 2012, ninety-two percent of consumers around the world say they trust earned media, meaning word-of-mouth and recommendations from their friends and family, above any other form of advertising. Customer Service customer service performance Delighting customers Lori Jo Vest social media Who''s Your Gladys?

Airlines 168

Airlines Social Media Advertising Study 168

CX Journey

NOVEMBER 6, 2014

'High on Iztaccihuatl, after a successful summit bid Today I''m pleased to present another guest post by Sarah Simon. This post marks another installment in Sarah''s series on lessons from the high country. What the Mountain Teaches Eyeing an aggressive objective that might be slightly out of reach, mountaineers are faced with a choice: do we hire a guide or go it alone?

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

InMoment XI

NOVEMBER 5, 2014

Today I am thrilled to announce the creation of MaritzCX! Allegiance Software Inc. and Maritz Holdings Inc. have announced the intent to create a new independent company, MaritzCX, through the acquisition of Allegiance and subsequent combination with Maritz Research Inc.

Customer Experience 200

Customer Experience Software Customers Company 200

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.

Retail

Beyond Philosophy

NOVEMBER 6, 2014

'Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Customers That Stick

NOVEMBER 3, 2014

'“First, do the customer no harm.”. The Hero-Class TM Oath. One of the interesting things about writing a book are the things you leave out. I am wrapping up the final edits on my upcoming customer service book with the publisher this week, and one of the few areas I made last minute changes to were on the topic of delight, amazement, and Hero-Class TM customer service.

Customers 161

Customers System Customer Service Customer Journeys 161

Joe Rawlinson

NOVEMBER 4, 2014

'My son recently ordered a game from Amazon. He was so excited to get this game that he paid extra money for next day delivery. Imagine how excited he was to go to bed knowing that the next day his cherished game would arrive. Think back in your experiences. You’ve anxiously awaited a special delivery too. We checked the tracking information on my son’s order to see its status.

Customer relationships 123

Customer relationships Communication Customer Expectations Customer Service 123

InMoment XI

NOVEMBER 4, 2014

Given the lengthy purchase cycle for new cars and the intense competitiveness of the market, car dealers have a special challenge in creating loyal customers. Is it worth it? A linkage study funded by Maritz “showed them the money.” While all businesses would likely agree they want customers to leave happy, it can be challenging. View Article.

Loyalty 200

Loyalty Study Marketing Automotive 200

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Customer Experience

Beyond Philosophy

NOVEMBER 4, 2014

'Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers. So what can the rest of businesses learn from them? Here are four lessons everyone can learn from a Grocery Store: 1. How it smells affects how it sells. Using smells in your Customer Experience is olfactory marketing, and it works.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Customers That Stick

NOVEMBER 6, 2014

'The following is a post from Tricia Keels, Content Marketing Manager here at CTS. What I like most about Tricia’s story is that it demonstrates how great systems and training can make a high effort experience as effortless as possible. While the product design could be more customer friendly (wait until the screwdriver part), the call center handled the situation like champs from beginning to end.

Call Center 156

Call Center Customer Service Training Customer Experience 156

Help.com

NOVEMBER 7, 2014

At Help.com, we believe in the transformative power of great customer service. Every month, we like to step back and acknowledge companies and people who have provided our team with exceptional customer service. With that said, here are five people and companies that went above and beyond for us in the last month. Weather Up (specifically Kyle and Kristine).

Customer Service 100

Customer Service Exceptional Customer Service Customers Company 100

InMoment XI

NOVEMBER 4, 2014

Increasingly, automotive manufacturers are looking to gain more insights from the verbatim data we collect. Unfiltered customer comments provide a great opportunity to learn more about how customers are feeling and to understand how to put right issues that arise. But one of the key weaknesses of online quantitative research can be the quality and. View Article.

Analytics 200

Analytics Automotive Data How To 200

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Tips

Beyond Philosophy

NOVEMBER 4, 2014

'Has it happened to you that you went to the supermarket thinking you’ll be in and out quickly and spend half an hour choosing a wine? Or that you buy a dress, shirt, shoes and only an hour later you already feel sorry about that? This latter one is called “Buyer’s remorse”. That post-purchase anxiety about a decision is a common affliction for Customers.

CEM 113

CEM Conference Customer Centricity Consumers 113

Forrester

NOVEMBER 7, 2014

'2014 wasn''t a good year to be average. Since 2007, the average customer experience in the industries that Forrester tracks has gone up across the board, and the number of truly awful experiences has dropped like a rock. So if your CX is average, it''s just not good enough to win, serve and retain customers. And it won''t get any easier next year: With companies investing more than ever to differentiate their customer experience, your average offering will soon be considered poor.

Loyalty Programs 109

Loyalty Programs Insurance Government Loyalty 109

Heart of the Customer

NOVEMBER 6, 2014

'Ending the tale of being rear-ended, I found another great lesson. Geico took care of my car, having ABRA Auto Body put on a brand-new bumper. As I checked out, ABRA gave me a document to “help” me fill out my survey. Yes, they told me exactly how I should fill out my questions! Perhaps this shouldn’t surprise me. We’ve all heard of car salespeople, retail employees and restaurant staff who game the system.

Survey 92

Survey Effort Score NPS Analytics 92

InMoment XI

NOVEMBER 4, 2014

In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz. Today, I’d like to continue by focusing on another of the many VoC best practices revealed by our research: Harnessing the Voice of Employees to gain insights that drive customer experience improvements.

Customer Experience 200

Customer Experience Survey Customers 200

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.

Customer Insights

Beyond Philosophy

NOVEMBER 3, 2014

'Same Day Home Delivery is the latest trend in mega online retailers to improve their reach to Customers. Often seen as a drawback for online retailers, delivery times are a critical marketing area of opportunity for companies whose business model shuns the brick and mortar business model. Expanding their offering to include same-day home delivery is a great challenge but could be extremely lucrative if they get it right as they have done in the UK.

Marketing 88

Marketing Strategy Retail Transportation 88

Forrester

NOVEMBER 7, 2014

'Improving the U.S. federal customer experience (CX) is crucial to our nation''s long-term security. I''m not exaggerating. Improving federal CX is about far more than just boosting an agency''s ranking on the American Customer Satisfaction Index (ACSI) or raising a Net Promoter Score. It''s even about more than influencing the success or failure of major policies - and we all saw how the initial breakdown of healthcare.gov hurt the implementation of the Affordable Care Act.

Net Promoter Score 96

Net Promoter Score Customer Experience Policies Customer Satisfaction 96

Think Customers

NOVEMBER 4, 2014

'According to McKinsey & Company, U.S. companies and government agencies will be facing a shortage of up to 190,000 "skilled" data scientists and 1.5 million managers and analysts who are capable of strengthening decision-making from the use of Big Data. To meet the demand, U.S. colleges and universities will need to increase the number of graduates with these skills by up to 60 percent, according to McKinsey.

Data 91

Data Government Meeting Strategy 91