Experience Matters

JANUARY 2, 2015

'Some years it’s difficult to decide on the content for my first post. But this year it was very easy. This new video is the perfect way to start off my blog in 2015. In my recent post Customer Experience = Success + Effort + Emotion , I reiterated the definition of customer experience (CX): “ the perception that customers have of their interactions with an organization.” Written words are great, but I wanted people to fully understand the essence of CX, so I created this vide

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Video Customer Experience Customers Interaction 248

Experience Investigators by 360Connext

DECEMBER 31, 2014

'2015 is locked and loaded, right? All set with your shiny new strategies and bold new plans? It’s ok if you’re facing the calendar and thinking “already!?” We’ve all been there. We have big plans ourselves in 2015. In the months ahead, 360Connext will be offering some great content to help you deliver MORE for your customers.

Entertainment 247

Entertainment Leadership Social Media B2B 247

InMoment XI

DECEMBER 30, 2014

I love to shop. Alright, no, not really, but I do buy a lot of products and services. I find myself frequenting stores and businesses that I feel either treat me well or represent a lifestyle I aspire to. Then again, I also find myself buying a considerable amount from companies I despise. Take for. View Article.

Customer Experience 200

Customer Experience Customers Company 200

ijgolding

DECEMBER 30, 2014

'As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Twelve months is not a particularly long time in the context of a lifetime of experiences, yet it is remarkable what progress can be made in 365 days. If you can remember what you were doing on the 30th December 2013 you will know what I mean!

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Customer Experience Customer Experience Professionals Customer Journeys Training 214

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Experience Matters

DECEMBER 30, 2014

'We published a Temkin Group report, The State of Customer Experience Metrics, 2014. This is the fourth year that we’ve published this report on how companies are using CX metrics. Use our CX Metrics Assessment, along with data from large companies, to benchmark your organization’s CX metrics efforts. Here’s the executive summary: We asked over 200 large companies about how they use customer experience (CX) metrics, and then we compared their answers with similar studies we con

Metrics 275

Metrics Report Customer Connectedness Customer Experience 275

InMoment XI

DECEMBER 30, 2014

I love to shop. Alright, no, not really, but I do buy a lot of products and services. I find myself frequenting stores and businesses that I feel either treat me well or represent a lifestyle I aspire to. Then again, I also find myself buying a considerable amount from companies I despise. Take for.

Customer Experience 200

Customer Experience Customers Company 200

Michel Falcon Experience

DECEMBER 31, 2014

'How do you personally define a customer-focused company? I’m not talking about a company that claims to be customer-focused but one that genuinely obsesses over improving their customer experience. Year after year, we hear of companies of all sizes wanting to focus more on their customer experience. While some actually use the appropriate resources to… Read More».

Customer Focused 167

Customer Focused Company Employee Experience Resources 167

Horizon CX

DECEMBER 29, 2014

For my final blog of 2014 I’ve decided to address, empathy, a. fundamental essence of Customer Experience, by reflecting on the year behind me. with no regrets and foreseeing the year in front of me with great optimism. It’s rewarding every now and then to take. stock of one’s entire career and how it has evolved. I spent four years in the US Air Force, returned to work in the science arena, earned a degree in Chemistry and enjoyed. several years as an analytical chemist, entering marketing and

Customer Experience 100

Customer Experience Customer Centricity Conference Training 100

CX Journey

JANUARY 2, 2015

'Image courtesy of FORMULa_24 I originally wrote today''s post for Intradiem. It appeared on their blog on August 21, 2014. If knowing is half the battle, what''s the other half? In the 1980s, there was a G.I. Joe cartoon series for kids that embodied good vs. evil. At the end of each episode was a public service announcement (PSA) that would answer various questions and teach kids some valuable lessons.

Customer Journeys 129

Customer Journeys Culture Training Guidelines 129

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

InMoment XI

DECEMBER 30, 2014

I love to shop. Alright, no, not really, but I do buy a lot of products and services. I find myself frequenting stores and businesses that I feel either treat me well or represent a lifestyle I aspire to. Then again, I also find myself buying a considerable amount from companies I despise. Take for.

Customer Experience 200

Customer Experience Customers Company 200

Experience Matters

DECEMBER 31, 2014

Customer Experience 228

Customer Experience Customers 228

Horizon CX

DECEMBER 29, 2014

'For my final blog of 2014 I’ve decided to address, empathy, a fundamental essence of Customer Experience, by reflecting on the year behind me with no regrets and foreseeing the year in front of me with great optimism. It’s rewarding every now and then to take stock of one’s entire career and how it has evolved. I spent four years in the US Air Force, returned to work in the science arena, earned a degree in Chemistry and enjoyed several years as an analytical chemist, entering marketing and wor

Customer Experience 100

Customer Experience Customer Centricity Conference Training 100

Maz Iqbal

DECEMBER 27, 2014

'I Find Myself Hurt, In Pain, With Sprained Ankle At Paddington Station. In an earlier conversation I shared the following: I arrived at Paddington Station and made my way hurriedly toward the underground. Suddenly, I found my feet sliding, no control, left knee smacks into the hard tile floor, right leg twists awkwardly, the right ankle is in some pain.

Customer Experience 99

Customer Experience Customer Philosophy CRM Fashion 99

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

InMoment XI

DECEMBER 29, 2014

As a person responsible for customer experience in your organization, you’ve probably heard a lot about text analytics. As MaritzCX’s text analytics subject matter expert and director, I’m going to provide a surprising answer to the question, “Should you care about how text analytics works?” Probably not. Before I explain, let me tell you about.

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Analytics Customer Experience Automotive Customers 200

Think Customers

DECEMBER 31, 2014

'As news outlets and blogs publish their lists of the good, bad, and ugly for everything from movies, songs, YouTube videos, celebrity couples, technologies, and sports moments, to tweets, Instagram posts, hacks, images, selfies, advertisements, and so on, I''m joining in with my lists of cheers and jeers in the customer experience world. Here are the worst customer experiences in 2014.

Customer Experience 103

Customer Experience Sports Advertising Video 103

Horizon CX

DECEMBER 29, 2014

'The CX Chronicle (TM): Empathy Leads - Customer Experience Follows : For my final blog of 2014 I’ve decided to address, empathy, a fundamental essence of Customer Experience, by reflecting on the year behind.

Customer Experience 100

Customer Experience Customers 100

Customer Enthusiast

DECEMBER 30, 2014

'It occurred to me while reading through a list of 15 Customer Service Trends for 2015 assembled by Richard Shapiro, president of The Center For Client Retention , that nine of the 15 trends are related to omnichannel: a seamless approach to a consumer’s experience through all available shopping channels (e.g., mobile devices, computers, physical stores, etc.).

Hotels 100

Hotels Social Media Omni-Channel Trends 100

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Self Service

InMoment XI

DECEMBER 29, 2014

As a person responsible for customer experience in your organization, you’ve probably heard a lot about text analytics. As MaritzCX’s text analytics subject matter expert and director, I’m going to provide a surprising answer to the question, “Should you care about how text analytics works?” Probably not. Before I explain, let me tell you about.

Analytics 200

Analytics Customer Experience Customers 200

Think Customers

DECEMBER 29, 2014

'Sooner or later, all modern technologies get replaced. Some evolve to meet demand, while others drift off into oblivion. Voicemail, for instance, continues to fade fast, for this mode of communication has become increasingly bothersome in today''s hyper-connected world. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Employee Engagement 102

Employee Engagement Trends Technology Meeting 102

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. The topic of empathy topped the list of posts this year. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. Other top posts reflected Big Data trends, data science skills and measuring employee empowerment.

Metrics 76

Metrics Net Promoter Score Data NPS 76

Maz Iqbal

DECEMBER 30, 2014

'It is the time of the year that many are pushing out their predictions for 2015. I am not in that business: I lack a crystal ball. Further, I say that the future is not already made. The future is unborn and how you/i/we show up and operate in this world will shape how 2015 turns out. So in this final conversation of 2014, I want to share with you my thoughts on what it takes to become great; greatness necessarily involves effecting significant and substantial change.

Leadership 59

Leadership Customer Philosophy Customer Journeys CRM 59

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InMoment XI

DECEMBER 29, 2014

As a person responsible for customer experience in your organization, you’ve probably heard a lot about text analytics. As MaritzCX’s text analytics subject matter expert and director, I’m going to provide a surprising answer to the question, “Should you care about how text analytics works?” Probably not. Before I explain, let me tell you about.

Analytics 200

Analytics Customer Experience Customers 200

Think Customers

JANUARY 2, 2015

'On a survey we conducted recently, a whopping 80 percent of customer experience (CX) professionals said their firms'' goal is to be a CX leader in their industry or across all industries. Unfortunately, our CX Index shows that only 11 percent of companies succeed in delivering an excellent experience--one that would set them apart from competitors.

Company 79

Company Loyalty Customer Engagement Survey 79

ForeSee

DECEMBER 29, 2014

'Today’s release of The Answers™ Experience Index (AXI): 2014 U.S. Retail Edition marks the 10th year we’ve been using ForeSee’s proven customer experience measurement methodology to report on the current state of the retail customer experience during the holiday shopping season. This year’s report takes a broader view of the marketplace, measuring the customer experience with the largest retailers in the United States as recognized by Internet Retailer’s Top 500 web and mobile commerce sites an

Retail 63

Retail Trends Measurement Report 63

Touchpoint Dashboard

JANUARY 2, 2015

'Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX Journey™ on September 4, 2014. Do your employees have a clear line of sight to your customers? What do we mean by “line of sight?” Simply put, it’s the straight line between you and your target. In […].

Customer Journeys 41

Customer Journeys Tools Employee Experience Customers 41

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

Leadership

Experience Investigators by 360Connext

DECEMBER 29, 2014

'We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. We know they craved information which helped them take action and get results, and that’s what our blog is all about. Are you ready to make 2015 even better? We’ve gathered 10 of our most powerful posts to help you fuel up the new year with some of the best information and advice we have to share. 1.

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Customer Journeys Customer Experience Touchpoint Social Media 300

Experience Matters

DECEMBER 31, 2014

'As the year comes to an end, it’s always interesting to look at what people have been reading. Here are the 20 posts that were read by the most people in 2014 (in alphabetical order). As I’ve noted in parenthesis, some of these posts were written in previous years. 14 Customer Experience Trends for 2014 (The Year of Empathy). 2014 Temkin Experience Ratings. 9 Recommendations For Net Promoter Score (NPS) (2011).

Net Promoter Score 254

Net Promoter Score Customer Journeys Customer Experience Infographics 254