Experience Matters

DECEMBER 1, 2014

'In a previous post, I defined the three elements of an experience: Success, Effort, and Emotion. Emotion is a significant blind spot for most organizations. In the Temkin Group report State of CX Metrics, 2013 , we found that only 11% of large companies feel that they do a very good job of measuring customers’ emotional responses. Our ROI of Customer Experience, 2014 shows that emotion is the most significant driver of loyalty, especially when it comes to consumers recommending firms to

ROI 288

ROI Consumers Measurement Metrics 288

InMoment XI

DECEMBER 4, 2014

Sometimes it seems that reaching the top of the CX mountain is insurmountable. It’s an ongoing process of continuous improvement and along the way we have to constantly evaluate what we’re doing and ask ourselves some tough questions. We asked some of those questions at our recent MaritzCX Automotive Conference. More specifically: What are. View Article.

Automotive 200

Automotive Video Conference 200

Experience Investigators by 360Connext

DECEMBER 5, 2014

'Customers, and those of us who serve them, have one thing in common, no matter what the industry or situation. We’re all human! And as such, humans are messy, complicated and emotional! So why do we keep acting like we’re all logical robots? The most exciting companies change the game by innovating around their customer experience. They offer things we didn’t even know we wanted and provide service that exceeds our wildest expectations.

Social Media 244

Social Media Consulting Leadership Employee Engagement 244

ijgolding

DECEMBER 3, 2014

'Let me set a couple of things straight before I even start this blog post. Whilst the title suggests that I am focussing on one particular industry, the essence of what you are about to read can apply to many industries and professions all over the world. I must also make it clear that I am neither a lawyer nor someone who has extensive knowledge of the legal profession!

Customer Centricity 225

Customer Centricity Customer Experience Customer Retention Industry 225

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Customers

Who's Your Gladys?

DECEMBER 2, 2014

'Two things that are extremely important to me are coffee and walking my dogs. Coffee keeps me functioning and my dogs keep me walking, aka getting the exercise I need to stay healthy. Unfortunately, over the last few months, both my coffee maker and my walking shoes have given me major trouble. Customer Service Dissatisfied customer Lori Jo Vest Who''s Your Gladys?

Policies 198

Policies Customer Service Exercises Customer Service Training 198

Experience Investigators by 360Connext

DECEMBER 4, 2014

'The healthcare industry in the United States is very focused on patient experience right now. At least, that’s what they’ll tell you. They tell you this because after being treated for anything from a paper cut to a heart condition, the patient is likely to receive a survey. These survey results become very important to the staff, because it often impacts the way they get paid.

Healthcare 234

Healthcare Customer Experience Hospitality Social Media 234

CX Journey

DECEMBER 4, 2014

'Image courtesy of Unsplash Which is most important: the first impression or the last impression? As you think about the customer experience, which impression is most impactful, the first one or the last one? Which one is the lasting impression? Let''s think for a moment about the customer experience lifecycle. If we think at that high level and consider when the customer first becomes aware of your brand/products: Did he hear a good story or a bad story?

Course 185

Course Customer Experience Brands Customer Service 185

Customer Bliss

DECEMBER 2, 2014

'This sounds ridiculously simple, right? Think again. Eight out of ten phone calls, retail interactions and service calls begin with prescribing a solution to a customer before the customer need is really listened to, understood and validated. The beginning of an interaction can be the time when customers will want to vent. Let them. Customers want validation.

Chief Customer Officer 161

Chief Customer Officer Retail Loyalty Interaction 161

InMoment XI

DECEMBER 4, 2014

Sometimes it seems that reaching the top of the CX mountain is insurmountable. It’s an ongoing process of continuous improvement and along the way we have to constantly evaluate what we’re doing and ask ourselves some tough questions. We asked some of those questions at our recent MaritzCX Automotive Conference. More specifically: What are.

Automotive 200

Automotive Video Conference 200

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Communication

Experience Investigators by 360Connext

DECEMBER 3, 2014

'Micro Matters! Our friends and community know about our obsession with microinteractions – those small (sometimes teensy weensy!) moments that make a big difference in the customer experience. These moments matter because they can range from the really, really bad moments that shouldn’t be a big deal but become one (in the worst sort of ways) to the fantastic, creative and inspiring small moments that leave a customer happier and more loyal because they show how companies care for t

Innovation 232

Innovation Customer Service Social Media Consulting 232

CX Journey

DECEMBER 2, 2014

'Image courtesy of Unsplash Does self-service reduce or increase effort? Not just for customers but also for your business? I wrote about technology and the customer experience a couple times last year; after all, that''s what self-service is all about: technology. ATMs, online flight check-in, self-checkout grocery lanes, IVRs, online FAQs and knowledgebases, and more.

Self Service 169

Self Service First Call Resolution Abandon Rate Technology 169

Customer Bliss

DECEMBER 4, 2014

'With a strong technology power core, you could be far along on the continuum of collecting and using customer data and feedback. Strong IT departments push very hard for business leaders to provide clear requirements for the application of resources. That means people must justify what they’re doing to get funding. The great vulnerability is in the decision-making process to determine a priority.

Technology 149

Technology Connections Culture Feedback 149

InMoment XI

DECEMBER 2, 2014

We asked clients at the MaritzCX Automotive Conference what are the biggest hindrances in taking the Voice of the Customer and actually applying it to improve their customers’ experience. After all, isn’t that the work? Some common themes emerged including the fact that there’s so much data that’s available for analysis…what do you do with it? View Article.

Automotive 200

Automotive Conference Video Analysis 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

Wired and Dangerous

DECEMBER 2, 2014

'Walk into one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. What is the difference? There is no doubt that the product or outcome they deliver is one you value and trust but most likely they make a strong emotional connection with you that you find meaningful.

Connections 151

Connections Innovation Customer Experience Customer relationships 151

Beyond Philosophy

DECEMBER 4, 2014

'An organization’s process tells me a great deal about how Customer-centric they are. Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus. The Naive to Natural assessment looks at nine areas of a company to determine how Customer centric the organization is with their Customer Experience.

Customer Focused 153

Customer Focused Customer Journeys Customer Centricity Employee Engagement 153

Joe Rawlinson

DECEMBER 3, 2014

'Your customers give you money in exchange for the value your product or service provides. Are you sure they are getting that value? Failure to get the value from your offering isn’t necessarily a failure on the customer’s part. It is your failure. Several months ago, we ordered a pre-paid service for our home. We got busy and never called the vendor to schedule an appointment.

Customers 149

Customers Communication Customer Service 149

InMoment XI

DECEMBER 2, 2014

We asked clients at the MaritzCX Automotive Conference what are the biggest hindrances in taking the Voice of the Customer and actually applying it to improve their customers’ experience. After all, isn’t that the work? Some common themes emerged including the fact that there’s so much data that’s available for analysis…what do you do with it?

Automotive 200

Automotive Conference Video Analysis 200

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Customer Experience

Win the Customer

DECEMBER 3, 2014

'By being proactive, a company can dazzle its customers with great service. The biggest payoffs often come from providing information and setting expectations. Customer experience is a top priority for 86 percent of executives, according to Gartner’s “Amplifying the Enterprise: The CIO Agenda” report. Technology can enhance many aspects of customer experience, but most companies […].

Technology 141

Technology Customer Experience Report Customers 141

Customers That Stick

DECEMBER 4, 2014

'With the official Black Friday starting gun for the holiday season now officially fired, we thought we would share some tips for helping you prepare your teams for the remainder of the season. Remember, Black Friday and Cyber Monday still account for only a small percentage of holiday sales. The bulk of the holiday season is still ahead. Preparation is the key to not only surviving but thriving during the holiday season.

Tips 124

Tips Customer Experience Customer Service Study 124

customer sure

DECEMBER 3, 2014

Ever connected with a company you’re a customer of because of what they do? Who they do it for? Why they do it? It’s rare. Which is why it leaves a lasting impression when it happens. I’m so thrilled that our new blogging direction provides the fantastic opportunity to speak with some incredibly successful, young e-commerce companies.

How To 129

How To Retail e-support Sports 129

InMoment XI

DECEMBER 2, 2014

We asked clients at the MaritzCX Automotive Conference what are the biggest hindrances in taking the Voice of the Customer and actually applying it to improve their customers’ experience. After all, isn’t that the work? Some common themes emerged including the fact that there’s so much data that’s available for analysis…what do you do with it?

Automotive 200

Automotive Conference Video Analysis 200

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Tips

Win the Customer

DECEMBER 2, 2014

'It costs your business much less to keep an existing customer happy than to find a new customer. Part of your “sales process” needs to be following up with your existing customers and communicating with them and listening to them regularly to make sure they are satisfied with your product or service. Here are a […].

Sales 140

Sales Customer Service Communication Customers 140

Help.com

DECEMBER 2, 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 some people and companies that went above and beyond in the last month. cPanel. Part of the Help.com team was in Houston for some meetings and Chris from cPanel showed why they’re known for their great customer service.

Customer Service 100

Customer Service Exceptional Customer Service Customers Meeting 100

Beyond Philosophy

NOVEMBER 29, 2014

'Social media feeds across the USA are sporting this meme. With a cry for solidarity from consumers across the U.S. to boycott Black Thursday, retailers have to make a choice whether to embrace or buck the trend of “Black Thursday.” I wonder, has Black Thursday officially replaced Black Friday? Are we witness to the slow death of a holiday tradition?

Social Media 117

Social Media Wireless Retail Leadership 117

Heart of the Customer

DECEMBER 4, 2014

'“Customers aren’t filling out our form completely. We need to train them to fill it all out, and then we’ll be able to serve them better.” “Our members just don’t understand the benefits of volunteering. If we educate them better, more will volunteer.” “We just need to teach our customers how to use our website so they won’t call us so much.” “If we can teach people trying to get their licenses that it’s okay to wait hours

Training 89

Training Customer Journeys Culture Contact Center 89

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

Think Customers

DECEMBER 5, 2014

'About two years ago I stopped taking cabs from my home in the suburbs of Boston to Boston''s Logan airport. I wasn''t drawn away by Uber; my local cab company pushed me away with its awful customer experience. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Company 97

Company Loyalty Customer Engagement Strategy 97

PeopleMetrics

DECEMBER 5, 2014

'"Trust is the glue of life. it''s the foundational principle that holds all relationships.". - Steven Covey. Can You Hear Me? At All? Last week my 14-year-old son''s phone stopped working. This happened two days before my son, Nat, was due to take a trip without us to Boston. I dove right into the omni-channel AT&T customer experience. I pre-ordered a new phone online; received an email informing me the phone was ready to be collected; gathered the requisite documentation.

Omni-Channel 76

Omni-Channel Policies Banking Travel 76

Forrester

DECEMBER 4, 2014

'CX professionals rely on surveys a great deal to measure customer experience. That''s because surveys have their advantages but they have limits, too. If your company has taken steps to move beyond surveys to measure customer experience, I'd love to hear your opinions, experiences and advice for my new research on "CX Measurement - Beyond Surveys".

Measurement 79

Measurement Survey Company Customer Experience 79