Experience Matters
DECEMBER 11, 2014
'We just published a Temkin Group report 2014 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 802 IT decision makers from large North American firms. Here is the executive summary of the report: The 2014 Temkin Experience Ratings for Tech Vendors evaluates the customer experience of 62 large technology vendors.
ijgolding
DECEMBER 11, 2014
'Airlines of Europe beware!! There is a ‘new kid on the block’ – one that could potentially change the face of air travel. If you have not heard of Norwegian, it will not be long before the name of the Nordic airline is as common in ‘budget’ air travel as Ryanair or Easyjet. I flew with Norwegian for the first time this week.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Experience Investigators by 360Connext
DECEMBER 11, 2014
'I love to hang around with entrepreneurs. Full of energy and passion, they are warriors committed to taking down the tired, old big companies. They wholeheartedly believe their company/product/service/culture is THE BEST. Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. What happens when companies scale?
InMoment XI
DECEMBER 12, 2014
There’s lots of theory out there related to improving the customer experience. But eventually we have to implement this stuff so practicality is always a concern. I would like to invite my colleague Michael Allenson, Senior Director of Global Product Implementation at MaritzCX, to give us some practical tips and tricks to improve the measurement.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Experience Matters
DECEMBER 9, 2014
'We published a Temkin Group report, The Secret to B2B2C Customer Experience Success. When a company doesn’t have sole control over the customer relationship, it has to recognize the entire system of relationships that influence the end customer’s experience, focusing on what we call B2B2C CX management. Here’s the executive summary: Many companies reach their end customers through a variety of channel partners—from independent agents and dealerships, to resellers and distributors.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
DECEMBER 8, 2014
'Whenever embarking on a customer experience investigation™ , which is what we do to help our clients walk in their customer’s shoes, we discuss why this is so challenging. It’s easy to think, “I get it. I get what our customers experience with us.” But here’s why outside-in thinking is so difficult: When you are working within your role in any organization, there are certain truths.
InMoment XI
DECEMBER 12, 2014
There’s lots of theory out there related to improving the customer experience. But eventually we have to implement this stuff so practicality is always a concern. I would like to invite my colleague Michael Allenson, Senior Director of Global Product Implementation at MaritzCX, to give us some practical tips and tricks to improve the measurement.
Customer Bliss
DECEMBER 9, 2014
'The frontline talks to your customers every day. On a regular basis, sit yourself down and ask them to identify critical issues. Do more than listen, write down the issues and assign someone to take care of the major ones. Then personally reach out to customers to understand – at a greater level of granularity – what is happening, so you know what to do about it and fix the issue.
Who's Your Gladys?
DECEMBER 10, 2014
'You know how to treat customers. But how do you treat service providers when you’re the customer? It can be infuriating to receive poor service, when you know exactly what they could and should do make things right. While shopping for holiday gifts, you might find yourself waiting on hold to place an order or stuck in long lines at the post office or mall.
Advertisement
Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Experience Investigators by 360Connext
DECEMBER 10, 2014
'Satisfaction surveys are important to capture customer feedback in a logical and objective way, right? That’s the idea, unless the survey is the result of an aggressive salesperson coaching the customer. It most recently happened to me at a mobile phone store. The young man who helped me was great, actually. For the sake of this story, let’s call him George.
InMoment XI
DECEMBER 12, 2014
There’s lots of theory out there related to improving the customer experience. But eventually we have to implement this stuff so practicality is always a concern. I would like to invite my colleague Michael Allenson, Senior Director of Global Product Implementation at MaritzCX, to give us some practical tips and tricks to improve the measurement.
Customer Bliss
DECEMBER 11, 2014
'When sales is the power core, you have a well-oiled machine that knows how to target customers and position your product with differentiation that causes people to want to have it. Great sales organizations have perfected the way to get customer feedback efficiently into the pipeline and they know how to turn it into actionable steps. However, the connectivity between the sale and the overall customer experience can be an Achilles’ heel.
CX Journey
DECEMBER 9, 2014
'Image courtesy of rovingisydney Do you close the loop with your customers? One of the most important best practices of any world-class VoC initiative is to close the loop with customers. They take the time to tell companies what they like and don''t like about products and services; as a result, companies must listen and respond, both by making changes and by letting customers know what improvements have been made.
Advertisement
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?
Michelli Experience
DECEMBER 10, 2014
'We are in the throes of the frenzied shopping season, so it seems timely that we remind ourselves of several truths about why we should focus more on customer relationships and less on sales: People want to be viewed as important and unique. (Jumping into a sales process without taking the time to understand the [.
InMoment XI
DECEMBER 11, 2014
If you work in the CX arena – and if you’re reading this, you probably do – you’re familiar with Temkin’s Six Laws of Customer Experience. To recap, number four is, “Unengaged employees don’t create engaged customers.
Customers That Stick
DECEMBER 11, 2014
'Here at CTS Service Solutions, we recently performed a survey designed to find out how consumers feel about holiday shopping and to see what customers are actually experiencing during the holiday shopping season. The Holiday Shopping Experience: Customer’s Viewpoint 2014 was conducted on November 24, 2014 and surveyed 450 male and females between the ages of 18-65 living in the United States.
CX Journey
DECEMBER 11, 2014
'Image courtesy of Jessica Today I''m pleased to present a guest post by Sabrina Bozek. It was a dark and stormy survey With questions to weigh Like “Recommend Me?” and “¿Por qué?” Anonymity not a card you can play. But before the clouds roll in, Prepare your ship for the task to begin. Don’t be weathered by the prep at first, Customer feedback can navigate the worst.
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.
Help.com
DECEMBER 10, 2014
Here at Help.com, we’re all about providing better customer service. One industry-standard and simple way to measure the effectiveness of your customer service organization — and your business as a whole — is a Net Promoter Score. In this post, we’ll run through what a Net Promoter Score is, why it’s such a popular metric, how to calculate your score, and which companies have the best (and worst!
InMoment XI
DECEMBER 11, 2014
If you work in the CX arena – and if you’re reading this, you probably do – you’re familiar with Temkin’s Six Laws of Customer Experience. To recap, number four is, “Unengaged employees don’t create engaged customers.
Customers That Stick
DECEMBER 8, 2014
'Customer experience isn’t easy — it just seems that way! From bargaining with the C-Suite to negotiating with customers, from maximizing profit to ensuring loyalty, providing great customer experiences in today’s environment is a continuous challenge. It’s a roller coaster, and I have teamed up with Jeannie Walters to provide a new resource that can help you with the strategies and tactics you can use to smooth out this wild ride!
Wired and Dangerous
DECEMBER 8, 2014
'Customers today use experience (what providers put them through) as their number one decision factor when selecting an organization to do business with. Recent research shows that almost 1/3 of customers chose the quality of customer service as their top priority over price, product or brand. Atlanta Cycling owners Don Dutson and Todd Melton know delivering a great experience is critical to building long term relationships with their customers that drive customer loyalty.
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.
Beyond Philosophy
DECEMBER 8, 2014
'We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ I am pleased to say Carter Machinery , one of the leading Caterpillar dealers in the U.S., won the award, and I thought I would share with you what they did well. One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for
InMoment XI
DECEMBER 11, 2014
Dennis Wood contributed to this article. If you work in the CX arena – and if you’re reading this, you probably do – you’re familiar with Temkin’s Six Laws of Customer Experience. To recap, number four is, “Unengaged employees don’t create engaged customers.” You know how true this is when you think about the rude.
Win the Customer
DECEMBER 8, 2014
'Should making the customer happy really be your company’s priority? Is that an effective strategy? You’ve heard this adage in many different ways: “the customer is always right,” “treat each customer like they’re the only one…” the list goes on and on. Yet, should making the customer happy really be a company’s priority? The answer is […].
Maz Iqbal
DECEMBER 10, 2014
'Tesco: The Darling of Customer Marketing Guru’s Issues Its Fifth Profit Warning. Tesco continues to struggle. According to this piece from the Guardian newspaper, Tesco has issued its fifth profit warning, share price has plunged (down 16%): Tesco is on the floor. Why does this matter? Why is it worth me writing about. Let’s go back a little.
Advertisement
Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Beyond Philosophy
DECEMBER 11, 2014
'One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. When we perform our Naive to Natural assessment to determine our client’s Customer centricity, we find that Culture and Leadership has a massive influence on the outcome of the experience.
customer sure
DECEMBER 9, 2014
Ever feel like some companies have an endless supply of outstanding relationships? With bloggers. Journalists. Celebrities. Influencers. And customers. Have you felt that pang of jealousy too? But really there’s no need for you or I to give in to envy. Instead – let’s be inspired. And determined to learn and improve. Holstee are one of those companies.
Win the Customer
DECEMBER 10, 2014
'Even Computer Software is a People Business! Nobody likes to feel like they’re just one cog in a giant machine. However, that’s the feeling many customers get when they call or email a company for support and get seemingly fed through a meat grinder before having their questions answered. “Press this button to go here.” […].
Expert insights. Personalized for you.
323 
Let's personalize your content