InMoment XI
JANUARY 9, 2015
So, let’s play a game. I’ll call it “What Do These Customer Experience Wins Have in Common?” Here goes: Customer Experience Win #1: After a storm claim debacle with our insurance company, our agent made the seemingly impossible business save by providing empathy for the claim denial, creatively finding us repair funds, and garnering us.
Experience Matters
JANUARY 6, 2015
'It’s once again the time of year for me to publish my CX trends. In my post last year, I named 2014 “ The Year of Empathy.” With this post, I’m declaring 2015 “ The Year of the Employee.”. We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs.
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Experience Investigators by 360Connext
JANUARY 5, 2015
'The following is a Best of 360Connext post. We have a saying around here. We only work with “enlightened leaders.” I started saying that after a particularly challenging consulting exercise. I was working with a growing technology company. They had a lot of great things going for them. New revenue, lots of press and attention and a very successful new product rollout had all happened just before we worked together.
Who's Your Gladys?
JANUARY 6, 2015
'New realities have emerged over the past year, revealing what we can expect of customer service in 2015. As a new year begins, before you consider how these trends apply to your business, take a minute to notice these three things: What went right in.
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InMoment XI
JANUARY 4, 2015
I am lucky enough to spend a lot of time working with great business leaders in the healthcare industry. We spend our time together looking at customer situations, devising market strategies, bringing customer line of sight to employees and building profit-making approaches to loyalty and growth. Surprisingly, many of the health insurers with whom I.
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
JANUARY 8, 2015
'The following is a Best of 360Connext post. Who needs mystery shoppers? You do. If you sell anything to anyone, you would do yourself a world of good by enlisting mystery shoppers (sometimes called secret shoppers) into your customer insights mix. But I have a specific beef with the standard way mystery shopping works. But, first, let’s talk about what it is v. what it should be.
CX Journey
JANUARY 6, 2015
'Image courtesy of Gerard Fritz It''s that time of the year again. Pundits are making their predictions about customer experience, marketing, and more: what''s the next big thing coming in the new year and what should everyone be focusing on. As you know, these predictions are made every year, late in the year and as the calendar rolls over into the new year.
InMoment XI
JANUARY 6, 2015
Selecting the “right” core customer metric is one of the most critical challenges organizations face as they attempt build an effective Voice of the Customer (VoC) program.
Customer Bliss
JANUARY 6, 2015
'Remember when you were a kid and your brother or sister punched or pinched you? Sure, he or she apologized but it didn’t mean much. Why? (a) Your parent was usually prompting the words. (b) You received an apology too many times before, just to be punched again another day. Apologies to customers get tossed about just as freely when things go wrong.
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Experience Investigators by 360Connext
JANUARY 7, 2015
'The following is a Best of 360Connext post. The titles at the highest levels of business used to be simple. CEO. COO. Then came the CTO and the CMO. And now there is much overlap and confusion over who does what , exactly? As more companies enlist the titles of Chief Customer Officer and Chief Digital Officer, the convergence becomes ever more interesting.
CX Journey
JANUARY 8, 2015
'Image courtesy of Will S. Have you ever felt like the picture to the left describes your workplace? Nothing can stop the man with the right mental attitude from achieving his goal; nothing on earth can help the man with the wrong mental attitude. -Thomas Jefferson When I was in sports in high school, I was told that a positive mental attitude was everything - you can''t win without it.
InMoment XI
JANUARY 9, 2015
So, let’s play a game. I’ll call it “What Do These Customer Experience Wins Have in Common?” Here goes: Customer Experience Win #1: After a storm claim debacle with our insurance company, our agent made the seemingly impossible business save by providing empathy for the claim denial, creatively finding us repair funds, and garnering us. View Article.
Win the Customer
JANUARY 5, 2015
'Highly effective and quality service like that delivered by the Ritz-Carlton Hotels is a prime example of organizations that have mastered the art of going above and beyond in the call of service through their innovative service experience. An experience with a team member at the Ritz-Carlton is different in that they will deliver a […].
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
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Wired and Dangerous
JANUARY 5, 2015
'Welcome to 2015! We are excited about the sparkling opportunities and shining moments that lay ahead. We believe this year will be remembered in years to come as one in which people in the world of work embraced the spirit of innovative service – consistently providing customers with a unique and unexpected customer experience creation. Value – unique is different from value – added.
Beyond Philosophy
JANUARY 5, 2015
'The list of the top 50 Best Places to work in 2015 was published last week by Glassdoor, the career community based in California. Not surprisingly, Google is in the number one spot. Other companies on the list included Southwest Airlines and Disney along with other big brand names. All of these companies have something in common: their employees are happy and engaged with their brand promise and they provide a good Customer Experience.
InMoment XI
JANUARY 9, 2015
So, let’s play a game. I’ll call it “What Do These Customer Experience Wins Have in Common?” Here goes: Customer Experience Win #1: After a storm claim debacle with our insurance company, our agent made the seemingly impossible business save by providing empathy for the claim denial, creatively finding us repair funds, and garnering us.
Win the Customer
JANUARY 8, 2015
'Customer service is an important facet of any business. Consumers expect a level of responsiveness when they purchase a product. It not only means taking care of the customer at the point of sale, but before, during and after the transaction is executed. Based on surveys conducted by Right Now and Harris Interactive, 89 percent […].
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Help.com
JANUARY 9, 2015
This month, instead of spotlighting companies who have given our team members outstanding customer service, we decided to highlight our favorite “surprise and delight” campaigns from the 2014 holiday season. The customer service approach is a great way to humanize your business and show your customers that there are people on the other side of the screen.
Customers That Stick
JANUARY 8, 2015
'We''ve Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
InMoment XI
JANUARY 7, 2015
In the spirit of full disclosure and transparency I’ll tell you I generally enjoy eating from time to time at the restaurant chain Red Lobster. While not fine dining, it’s usually enjoyable and more than ‘good-enough’ dining for my taste. That is, until last night. My wife is away traveling on business this week so. View Article.
Win the Customer
JANUARY 8, 2015
'78% of top brands today completely ignore their customers online and fail to respond to customer requests on social media channels. Social media offers brands a fantastic opportunity to engage with their customer community and provides an easy channel for enhanced customer experience and customer relationship development today. Most brands today have jumped on board […].
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Joe Rawlinson
JANUARY 7, 2015
'Let’s shoot from the hip here: if any part of your job or business uses the Internet for marketing purposes and you don’t include a Call To Action (or CTA for short), then you’re wasting your time online. You can create the pithiest tweet, the most compelling blog post, the most awesome article, but if you’re trying to win over customers, all of that content is incomplete and ultimately ineffective without a CTA.
Think Customers
JANUARY 6, 2015
'With each passing year, customer expectations become increasingly daunting. Companies find themselves racing to keep pace with the latest strategies and technologies. Yet, often times, the greatest innovators are those who keep things simple. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
InMoment XI
JANUARY 8, 2015
So now that the holidays festivities are over, the dreaded January clean up begins. Shortly after the wrapping paper stopped flying, I spent time in my garage breaking down all of the boxes that came in the mail with our holiday treasures. What was sobering was the sheer volume that came from Amazon. There is. View Article.
Forrester
JANUARY 7, 2015
'*This post was originally posted on the Destination CRM Blog. Thanks to digitization and inexpensive storage, businesses can now collect incredible amounts of information on their customers, competitors, and other market factors. But you only profit from this bounty if an employee can find the right data nugget when they need it. And here lies our problem: The average information worker lacks tools to cull disparate data repositories for useful information.
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.
Heart of the Customer
JANUARY 8, 2015
'There’s been an ongoing discussion on the CXPA’s LinkedIn group around an article listing the most effective journey mapping tools. Tools mentioned were Visio, a presentation tool and a spreadsheet. But this discussion isn’t really just about journey mapping. It goes to the heart of how we communicate with the rest of our organization.
Think Customers
JANUARY 5, 2015
'What constitutes a great customer experience? According to The Temkin Group, it''s a combination of three aspects of a customer''s interaction with a company--functionality, accessibility, and emotionality. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
InMoment XI
JANUARY 7, 2015
In the spirit of full disclosure and transparency I’ll tell you I generally enjoy eating from time to time at the restaurant chain Red Lobster. While not fine dining, it’s usually enjoyable and more than ‘good-enough’ dining for my taste. That is, until last night. My wife is away traveling on business this week so.
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