Experience Matters

DECEMBER 22, 2014

'I recently had the opportunity to hear Derrick Hall, CEO of the Arizona Diamondbacks , speak at the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. Hall was extremely passionate about customer experience. His goal: “Treat our fans, employees, and players better than any team in sports.” Hall’s perspective as a senior executive was so refreshing that I scheduled a follow-up interview.

Culture 313

Culture Sports Employee Engagement Leadership 313

ijgolding

DECEMBER 22, 2014

'As we near the peak of the festive season, there are a number of annual rituals that I look forward to undertaking. Once presents have been opened and copious amounts of food and drink consumed, I settle in to the relative calm of the five days that separate Christmas and New Year. I have often looked forward to these days as a way of ‘clearing the decks’ ahead of another twelve months.

Loyalty 268

Loyalty Hotels Customer Retention Consumers 268

InMoment XI

DECEMBER 22, 2014

(This post was compiled by a team of MaritzCX experts. Each trend will be featured in subsequent posts providing even greater insight.) In Charles Dickens “A Christmas Carol” the Ghost of Christmas Yet to Come showed the frazzled Mr. Scrooge what might be become of him if he didn’t change his ways … immediately. Is.

Trends 227

Trends 227

Experience Investigators by 360Connext

DECEMBER 22, 2014

'People who know me well would agree I’m mostly right-brained. Though I do like to dig into statistical analysis or metrics , I enjoy right-brained, creative and emotional activities much more. This happens to be an essential trait for reviewing, analyzing and improving customer experiences. A statistical analysis, properly conducted, is a delicate dissection of uncertainties, a surgery of suppositions.

Data 242

Data Social Media Analysis Consulting 242

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.

Data

Who's Your Gladys?

DECEMBER 24, 2014

'Happy Holidays! As you celebrate, take a moment to notice the successes and challenges of 2014. Who was there to support your efforts? Now is the time to reach out and acknowledge the difference they made. For us – you, our readers, first, and foremost come. Customer Service guest blogger Lori Jo Vest Marilyn Suttle Barbara Glanz Bill Quiseng Chip R.

Customer Service 177

Customer Service Customers 177

InMoment XI

DECEMBER 22, 2014

(This post was compiled by a team of MaritzCX experts. Each trend will be featured in subsequent posts providing even greater insight.) In Charles Dickens “A Christmas Carol” the Ghost of Christmas Yet to Come showed the frazzled Mr. Scrooge what might be become of him if he didn’t change his ways … immediately. Is.

Trends 200

Trends 200

CX Journey

DECEMBER 23, 2014

'Image courtesy of Bazzerio Are you telling stories to engage your audience? Over the weekend, I took my kids and my parents to the California Science Center in Los Angeles to see Pompeii: The Exhibition. Walking through the exhibit, you see that each artifact has a placard on/near it with details about what the item is. If you''d like, you can also use an audio device that allows you to hear more details about many of the items.

Engagement 171

Engagement Transportation Employee Experience Training 171

Beyond Philosophy

DECEMBER 26, 2014

'This time of year always has me thinking about the next one. It could be because I am already scheduling into January, February and so on, making next year feel even closer than it already is. Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you.

Net Promoter Score 167

Net Promoter Score Effort Score NPS Customer Service 167

Wired and Dangerous

DECEMBER 23, 2014

'As 2014 draws to a close it is a time to reflect on the good that came from the challenging times of the past year and to express our gratitude to all of those who helped make 2014 the best it could be. “Thank you!” These are arguably the two most powerful words in the English language. Customers love to hear and feel a sincere “thank you”. Imagine what would happen to your business if everyone increased their use of these two words with associates and customers.

Innovation 141

Innovation Fashion Course Communication 141

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InMoment XI

DECEMBER 22, 2014

(This post was compiled by a team of MaritzCX experts. Each trend will be featured in subsequent posts providing even greater insight.) In Charles Dickens “A Christmas Carol” the Ghost of Christmas Yet to Come showed the frazzled Mr. Scrooge what might be become of him if he didn’t change his ways … immediately. Is.

Trends 200

Trends 200

CX Journey

DECEMBER 26, 2014

'Image courtesy of nanagyei I originally wrote today''s post for Intradiem. It appeared on their blog on July 17, 2014. What is your company''s approach to change management? In a previous post , I wrote about the customer experience inflection point. I stated: There comes a time in every company’s history, present time, or future when it must change or adapt – or die.

Management 158

Management CEM Culture Employee Experience 158

Andrew Mcfarland

DECEMBER 22, 2014

'Managing the customer experience in a large company requires a different set of core skills than in a small company. Large companies, focused on growth and Wall Street expectations on EPS, move all their investment into new products, cutting costs and acquiring new customers. Naturally this means that the existing customer base suffers. [.].

Company 114

Company Customer Experience Customers Customer Base 114

Customers That Stick

DECEMBER 22, 2014

'The holiday season is upon us, and we’d like to express our appreciation and gratitude for your engagement with CTS this past year! We thank you for being a part of the CTS community and for sharing your customer service experiences with us here on the blog, on social media, and through email. In the spirit of the holidays, the CTS blog will be taking a break until the new year.

Social Media 99

Social Media Customer Service Engagement Customer Experience 99

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Communication

Beyond Philosophy

DECEMBER 23, 2014

'Disappointment is also not welcome at any time but especially not at Christmas. How can marketers avoid creating a disappointed Customer? I read the BusinessInsider.com blog about “ The 16 Most Disappointing Places to Visit on Earth ,” which included places like Casablanca, Jamaica, and the Pyramids in Cairo. The article quotes travelers still smarting with the sting of disappointment from their unfulfilled vacation expectations.

CEM 98

CEM eBook Social Media Customer Centricity 98

Maz Iqbal

DECEMBER 22, 2014

'Given that I find myself in the week of Christmas, it occurs to me that today is a great time to diving into caring. And in particular, I wish to make/introduce a distinction. Which distinction? I wish to distinguish between ‘caring about’ and ‘caring for’ Let’s start with the realm of Customer. Caring About Customers v Caring For The Customer.

Leadership 103

Leadership Customer Philosophy Employee Engagement Loyalty 103

Think Customers

DECEMBER 23, 2014

'In this age of hyper-connectivity and transparency, business leaders are increasingly recognizing the importance of contributing to their communities and to society. As organizational leaders examine the intersection of community and business, there''s clearly an opportunity to do right by humanity while strengthening the brand and deepening customer relationships.

Customer Centricity 87

Customer Centricity Customer relationships Connections Customers 87

Amity

DECEMBER 22, 2014

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. This is often a delicate balance that will need to be baselined and readjusted over the first few years that your Customer Success team is in operation.

Customer Success 64

Customer Success Self Service Case Study Customer Retention 64

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Customer Experience

Strativity

DECEMBER 22, 2014

In recent years, receiving a patient experience survey to fill out along with discharge information has become an increasingly common practice. Sure, we’ve all experienced customer experience surveys that come along with most shopping trips, but a survey regarding your experience as a patient? The scores from these surveys, known as HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems), provide hospitals with valuable information about the patient experience.

Customer Experience 52

Customer Experience Healthcare Hospitality Effort Score 52

Maz Iqbal

DECEMBER 24, 2014

'Thank you. I take this opportunity to thank each and every one of you. When I speak “you” who is it that I am speaking of? I am looking at you: the person who subscribes to this series of conversations; the person who turns up here and listens to my speaking; the person who is sufficiently touched enough by my speaking and his/her listening to share his/her perspective – by commenting or by sharing through Twitter etc; and the person who reaches out to me and asks for my perm

Comparison 59

Comparison Connections Customer Experience Customers 59

Think Customers

DECEMBER 24, 2014

'Whenever ''My Grown-Up Christmas List'' comes on the radio, I cannot help but pause to hear (and judge) the given singer''s word choice, for there''s one line that irks me beyond belief. You see, while many artists, such as Kelly Clarkson, prefer to sing the all encompassing "and everyone would have a friend," others opt for the exclusionary "and every man would have a friend.

Employee Engagement 85

Employee Engagement Trends Sales Engagement 85

Touchpoint Dashboard

DECEMBER 24, 2014

'Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX Journey™ on August 1, 2014. Did you know that the most important and most powerful training tool, the one that’s going to help your employees deliver a great customer experience, is a customer journey map? Does that […].

Training 61

Training Customer Journeys Tools Employee Experience 61

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

Forrester's Customer Insights

DECEMBER 23, 2014

'China has experienced a fast expansion of credit card usage in the past 10 years, accumulating more than 390 million credit cards by the end of 2013, around 16 times more than 2003. But Chinese banks suffered from low activation rates of credit cards. In my recent report , I found China CITIC Bank (CNCB) faced a similar challenge; their 21 million credit cards had less than 20% activation before 2012.

Banking 45

Banking Analytics Analysis Customer Insights 45

Beyond Philosophy

DECEMBER 22, 2014

'Cooties, or as British would call it, “the dreaded lurgi”, rule your life when you are six and associated with a classmate with which you either are or aren’t friendly. Most of us know that there is no such thing as a cootie, or a lurgi. But when it comes to Customer Experience, Cooties are a real thing and they are affecting the decisions that your Customer’s make.

Customer Experience 161

Customer Experience Infographics Employee Engagement Customer Centricity 161

Think Customers

DECEMBER 21, 2014

'There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Employee Engagement 101

Employee Engagement Analytics Loyalty Customer Engagement 101

Forrester's Customer Insights

DECEMBER 23, 2014

'Industry analysts know that major M&A deals, product announcement, and organizational changes can come at any time. But it still surprises us a little when a major player like Oracle announces a significant acquisition just days before Christmas. At any rate, Santa has come early for both Mr. Ellison and the Datalogix team this year. We've just published a Quick Take on our perceptions of the deal, which holds a lot of promise.

Data 45

Data Advertising Technology Customer Insights 45

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