InMoment XI
NOVEMBER 13, 2014
I bank with a large, national retail bank that offers investment services as a line of business. My experience with the investment services folks was nothing like dealing with people in other areas of the bank. While the retail banking employees are warm, friendly, and convey a spirit of helpfulness, the people in the investment.
ijgolding
NOVEMBER 9, 2014
'If you are a regular reader of my blog, you will be aware that I am regularly referred to stories of both great and not so great Customer Experiences. As I am a big believer in the use of stories to bring Customer Experience to life, I feel that I am very fortunate to be allowed to share some of these stories with a wide audience. This week I have been given permission to share a story of the ‘not so great’ variety.
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Experience Matters
NOVEMBER 11, 2014
'Voice of the customer programs are a cornerstone for most customer experience efforts. That’s why Temkin Group put together this infographic with insights from our research. Here’s a poster version and you can see the full infographic below. I hope you enjoy it. Here are links to download versions of the infographic: Poster (18′ x 24″) in.pdf file or in.png file.
Experience Investigators by 360Connext
NOVEMBER 13, 2014
'Customers need reassurance. The latest Retail Customer Experience report, Retail Future Trends 2015 , highlights how both consumers and retailers are feeling about trends in retailing. The trends covered include everything from the fall of the shopping mall to the confusion around bitcoins. The survey results from consumers highlighted what customers are really seeking.
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InMoment XI
NOVEMBER 13, 2014
The intention to merge between Allegiance Software and Maritz Research was announced at our Automotive Summit in Las Vegas last week. There was a lot of positive buzz with clients asking what exactly happened and what are the benefits.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Matters
NOVEMBER 14, 2014
'Last week I attended the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. It was an excellent event. I was impressed by what the CSL is doing to equip future customer service/experience leaders. One of the speakers was Mike Gathright, Director Americas Customer Services at Amazon.com. He describe Amazon.com as “The Earth’s Most Customer-Centric Company,” or just EMC 3.
Experience Investigators by 360Connext
NOVEMBER 10, 2014
'Is mystery shopping a business-to-business (B2B) organization possible? The short answer is yes. The long answer is it’s possible, but not easy. Traditional mystery shopping in the business-to-consumer (B2C) model is somewhat straight-forward. In a retail setting, mystery shoppers are sent in with specific tasks and questions to answer about their experience.
InMoment XI
NOVEMBER 13, 2014
I bank with a large, national retail bank that offers investment services as a line of business. My experience with the investment services folks was nothing like dealing with people in other areas of the bank. While the retail banking employees are warm, friendly, and convey a spirit of helpfulness, the people in the investment. View Article.
Who's Your Gladys?
NOVEMBER 11, 2014
'You''ve seen it – that sign posted in public restrooms telling employees, “You must wash your hands before returning to work.” Is there anything wrong with reminding staff to follow the rules?
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Experience Matters
NOVEMBER 11, 2014
'Congratulations to Temkin Group’s 2014 Customer Experience Excellence Award winners: Dell , EMC , and Touchpoint Support Services.
Experience Investigators by 360Connext
NOVEMBER 12, 2014
'The Power of Identity. The North Face asked customers to walk their talk recently in Korea. In this viral video, customers who identified as those who seek adventure were given a choice. Start climbing the walls or the floor goes away. Literally. This is such an amazing example of experiential marketing. And it’s a great way to help customers identify with your products and experience.
InMoment XI
NOVEMBER 13, 2014
The intention to merge between Allegiance Software and Maritz Research was announced at our Automotive Summit in Las Vegas last week. There was a lot of positive buzz with clients asking what exactly happened and what are the benefits.
Customer Bliss
NOVEMBER 11, 2014
'Companies that are beloved don’t take apologizing as admitting defeat. It’s part of the journey toward becoming a better company. Apologizing well for operational gaffes, service blunders, and widespread missteps drives company prosperity because these apologies, when done well, strengthen the bond between customer and company. The apology defines the people inside the company, their values and who they are.
Speaker: Lauren Barash, Vice President, Brand Marketing
In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program
Michelli Experience
NOVEMBER 14, 2014
'The findings of a powerful research study emerged in the Harvard Business Review late last year and it’s clear from the behavior of some companies I’ve visited recently that word has not been disseminated widely. The article was titled “The Truth About Customer Experience” and in it the authors Alex Rawson, Ewan Duncan, and Conor [.
Kristina Evey
NOVEMBER 13, 2014
'The POSITIVE Impact of Customer Service… I typically let you know how much poor customer service is COSTING your company. This week, my news is much more positive and I can show you to make them work for you. So, here’s the low down… 70% of customers cite the MAIN reason they stop doing business with a company is ONLY because of how they were treated.
InMoment XI
NOVEMBER 13, 2014
I bank with a large, national retail bank that offers investment services as a line of business. My experience with the investment services folks was nothing like dealing with people in other areas of the bank. While the retail banking employees are warm, friendly, and convey a spirit of helpfulness, the people in the investment.
CX Journey
NOVEMBER 14, 2014
'Image courtesy of Mickey75017 I originally wrote today''s post for InsideCXM. It appeared on their site on August 12, 2014. Do you think there''s a little art and a little science involved when it comes to delivering a great customer experience? I do. I read recently that " art is reason applied without limits, geared towards an ideal and guided by the practical ," while " science is reason applied within a framework, geared towards the practical and guided by an ideal.
Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach
More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio
Michelli Experience
NOVEMBER 12, 2014
'Customers aren’t always right and they certainly aren’t equal, but…customers are always paying the bills! I am stuck by two groups of business leaders – those who treat customers as an after thought to profits or products and those that treat every customer equally. I have always ascribed to Peter Drucker’s adage that we are [.
Customer Bliss
NOVEMBER 13, 2014
'The front line has been programmed to get a certain output. It might be closing the call within a time frame, a quota of customers in a certain time period, some kind of up-sell or cross-sell goal. Because we’ve nearly robotized the frontline, there’s a predetermined flow of the conversation that makes it one-sided to the company’s advantage. Let the front line be human.
InMoment XI
NOVEMBER 13, 2014
The intention to merge between Allegiance Software and Maritz Research was announced at our Automotive Summit in Las Vegas last week. There was a lot of positive buzz with clients asking what exactly happened and what are the benefits.
Beyond Philosophy
NOVEMBER 11, 2014
'“ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires. He had recently joined the team of Mercedes who were waiting for him but his decade long habit of seeing the McLaren (his former team) mechanics outfit (cue) and stopping in for a change of tyres (routine) kicked in.
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Customers That Stick
NOVEMBER 10, 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 36: October 2014. Thoughts on the Customer: The Omnipresent Customer. If you are involved with customer experience at any level, you have likely heard the word “omnichannel” so many times in the last few years that you are seriously considering naming your next pet Omni.
Michel Falcon Experience
NOVEMBER 10, 2014
'There isn’t much that will make me miss a Monday Night Football game. Especially when the Washington Redskins are playing. A couple of weeks ago the Redskins battled the Dallas Cowboys, their division rival. I watched every down. The Redskins defense was on point, their third string QB (Colt McCoy) was leading the team and they came out with the win in overtime.
Wired and Dangerous
NOVEMBER 10, 2014
'This week we celebrate Veteran’s Day and we deeply thank all those who have served for their service! We both had the distinct honor and privilege to serve our country. Chip is a highly decorated Vietnam War veteran. Several years ago Logan Graves posted the “Rules of Combat” out on his website. We filed the clever set of rules away but recently dusting them off for a fresh look at innovative service.
Beyond Philosophy
NOVEMBER 10, 2014
'For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Customers That Stick
NOVEMBER 13, 2014
'Meet Sean Hawkins! I am a Customer Experience and Contact Center Manager with over 15 years of contact center experience. My years in contact center leadership have provided me a solid understanding of the call center environment. I have a terrific pulse on incorporating innovation into the contact center having implemented social, outsourcing partners, new technology, and new products, while maintaining an award-winning contact center.
Win the Customer
NOVEMBER 11, 2014
'You don’t need me to tell you retail is changing fast, but with so much happening at once, it’s difficult to get real advice about trends you can start following today. Here’s your go-to guide to help keep you on top of retail developments while they’re happening so you too can be at the front of […].
Maz Iqbal
NOVEMBER 11, 2014
'What Customer Experience Paths Are Organisations Taking? It occurs to me that under the Customer Experience umbrella one can pursue several distinctive paths. What might these paths be? One there is the lets suck less path. This almost always involves looking at way of reducing customer effort at specific touchpoints e.g. call-centre, or specific customer interactions e.g. when buying something.
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