Experience Investigators by 360Connext

JANUARY 12, 2015

'The following is a Best of 360Connext post. There are two questions I receive from business contacts regularly. How can we increase loyalty? How can we get more word-of-mouth business? They are actually two sides of the same coin, in my humble opinion. Consider yourself as a loyal customer. We are most likely loyal to some brand or another. I’m sure the Apple enthusiasts out there are already assigning themselves in the Apple column.

Loyalty 230

Loyalty Hotels Hospitality Loyalty Programs 230

ijgolding

JANUARY 14, 2015

'This is not the first time I have written about John Lewis. A British retailer recognised by many as the epitome of a people (customers and employees) focused brand, their challenge for a long time has been to maintain their position as a Customer Experience leader for others to look up to and admire. Founded in 1864, the perception of John Lewis as a brand you can trust has been built over many years of hard work – hard work in adapting to the world around it and the ever changing needs

Omni-Channel 213

Omni-Channel Customer Experience Social Media Retail 213

InMoment XI

JANUARY 15, 2015

I’m not trying to be controversial in my choice of headline, but do hope to provoke some new thinking in-terms of how we look at success versus failure in our customer facing interactions. It seems to me that the prevalent “gold standard” that many companies have adopted and actively measure and report on is first-call.

First Call Resolution 200

First Call Resolution Measurement Report Interaction 200

Customer Bliss

JANUARY 15, 2015

'Most companies jump in to the CX work without evaluating how the organization works together, whether the CEO is truly committed and if the patience exists for the long road ahead. Here are the eight key issues that usually get in the way of making progress in your focus on customers inside your organization. See if you recognize any of them in your organization. 1.

Effort Score 189

Effort Score Metrics Comparison Customer Satisfaction 189

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Customers

Experience Investigators by 360Connext

JANUARY 15, 2015

'One of my mother’s favorite expressions was “the road to hell is paved with good intentions.” This well-worn phrase allows us to examine what we’re really doing, and not just the why. Words don’t do much unless they’re backed with action. Saying you’re customer-centric isn’t enough. Recently, I received an email about an e-reader service I had paid for a long time ago.

Customer Centricity 189

Customer Centricity Communication Social Media Consulting 189

InMoment XI

JANUARY 15, 2015

I’m not trying to be controversial in my choice of headline, but do hope to provoke some new thinking in-terms of how we look at success versus failure in our customer facing interactions. It seems to me that the prevalent “gold standard” that many companies have adopted and actively measure and report on is first-call.

First Call Resolution 200

First Call Resolution Measurement Report Interaction 200

CX Journey

JANUARY 16, 2015

'Image courtesy of Carli Jean Are you delivering a great customer experience - or are you just relying on advertising to create awareness and sell your products? On the eve (sorta) of the biggest day of the year for the advertising industry (OK, for commercials. we love to watch the Super Bowl commercials), I thought I''d share some thoughts on the common disconnect between advertising and the customer experience.

Advertising 164

Advertising Return on Investment Video Customers 164

Who's Your Gladys?

JANUARY 13, 2015

'My husband and I did some musical chair style changes at our house in December, moving our teenage son to a new bedroom downstairs and turning his old room into an office. We were so excited to create a new environment where we could both work, my hubby at his desk and me with my laptop on a couch.

Customer Service 147

Customer Service Customer Service Training Training Customers 147

Customer Bliss

JANUARY 13, 2015

'Begin building credibility by getting specific and operationally relevant about the customer experiences you will be enabling and building. Engage as early as possible the operational leaders and matrix organizations who you will be working with. Define the level of collaboration required to be successful. Challenge each other about how realistic it will be to move from silo based approaches to united approaches.

Chief Customer Officer 145

Chief Customer Officer Leadership Innovation Customers 145

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Communication

InMoment XI

JANUARY 15, 2015

I’m not trying to be controversial in my choice of headline, but do hope to provoke some new thinking in-terms of how we look at success versus failure in our customer facing interactions. It seems to me that the prevalent “gold standard” that many companies have adopted and actively measure and report on is first-call.

First Call Resolution 200

First Call Resolution Measurement Report Interaction 200

CX Journey

JANUARY 13, 2015

'Image courtesy of mattlogelin I originally wrote today''s post for Confirmit in August 2014. There is an old saying: "You can''t really understand another person''s experience until you''ve walked a mile in his shoes.” This statement is really the foundation for designing a great customer experience! There is no customer-driven transformation (and it must be customer-driven) without really understanding your customers and what they go through when interacting with your organization.

Customer Journeys 134

Customer Journeys Touchpoint Customers Omni-Channel 134

Beyond Philosophy

JANUARY 12, 2015

'There are many philosophies out there. The thing about philosophy is that it doesn’t always have much real-world application behind it. Anyone can claim a philosophy but can they make it work in the real world? I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”.

Customer Experience 129

Customer Experience eBook CEM Competitive Advantage 129

Michel Falcon Experience

JANUARY 13, 2015

'Does your commitment to employee recognition fall in line with what you expected when you were an employee? In other words, do you care about employee recognition as much now, as a leader, compared to when you were a frontline employee yourself?It’s very easy to forget the things that mattered to… Read More». The post Want to Emotionally Engage Your Employees?

Engagement 121

Engagement Employee Experience Customer Experience Customers 121

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

JANUARY 13, 2015

2015 will challenge companies to take their CX from reactive to preactive. If you have ever been to a great restaurant you know the value of world-class service. The thing that always impresses me about a seasoned wait-staff is their Jedi-like ability to almost predict what I want before I want it. Why yes, I would like. View Article.

Company 200

Company Retail 200

Customer Bliss

JANUARY 14, 2015

'Most companies jump in to the CX work without evaluating how the organization works together, whether the CEO is truly committed and if the patience exists for the long road ahead. Here are the eight key issues that usually get in the way of making progress in your focus on customers inside your organization. See if you recognize any of them in your organization. 1.

Effort Score 117

Effort Score Metrics Comparison Customer Satisfaction 117

Beyond Philosophy

JANUARY 16, 2015

'The end of 2014 was really busy. My wife just had a fairly serious surgery (she’s doing great, but recovery takes time), and I am launching a eBook. So of course it should be evident this was the ideal time to redesign the user interface on my company’s website ! If you have ever suffered through this process, then you know that having this many balls in the air and taking on a website redesign is bordering on mad.

CEM 121

CEM eBook User Experience Analysis 121

Wired and Dangerous

JANUARY 13, 2015

'CRM has been hot for a few years. But, IT wizardry and the push to cut costs by un-humanizing the service experience has too often removed the “relationship” from “customer relationship management.” The by-product was aptly characterized by a friend of ours describing her bank. “They installed this new customer relationship management system so all my correspondence from them is now tailored––they even knew my son was heading off to college this year.

CRM 113

CRM Fashion Customer Relationship Management Customer relationships 113

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Customer Experience

InMoment XI

JANUARY 13, 2015

2015 will challenge companies to take their CX from reactive to preactive. If you have ever been to a great restaurant you know the value of world-class service. The thing that always impresses me about a seasoned wait-staff is their Jedi-like ability to almost predict what I want before I want it. Why yes, I would like.

Company 200

Company 200

Customers That Stick

JANUARY 12, 2015

'Today we are releasing our new guide to customer service and customer experience higher education programs. The Customers That Stick TM Guide to Customer Service Certificate and Degree Programs is designed to help shine a light on the growing importance of our field and to help generate interest in those higher learning institutions that are at the forefront of customer service and customer experience education.

Customer Service 113

Customer Service Customer Service Training Leadership Training 113

Win the Customer

JANUARY 13, 2015

'One of the most important parts of selling to new customers or keeping existing customers is to build trust and build customer relationships. If you’ve got a strong customer relationship, you can sell at higher prices and get bigger sales opportunities than if you don’t have such a deep relationship. If your customer experience is […].

Customer Experience 111

Customer Experience Customer relationships Communication Sales 111

PeopleMetrics

JANUARY 12, 2015

'Every blank page in our shiny new calendars promises untapped opportunity, achievement, results, CX awesomeness. We have 12 months to kick butt with our customer-centric goals. To become NPS Olympians. To gear up, plan our journey, and climb to the summit. Sure, we CX professionals are a hopeful bunch. But, as they say, hope is not a strategy. So, we thought we would share our practical guide to reaching our goals.

Meeting 103

Meeting Customer Experience Net Promoter Score Wireless 103

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Tips

InMoment XI

JANUARY 13, 2015

2015 will challenge companies to take their CX from reactive to preactive. If you have ever been to a great restaurant you know the value of world-class service. The thing that always impresses me about a seasoned wait-staff is their Jedi-like ability to almost predict what I want before I want it. Why yes, I would like.

Company 200

Company 200

Beyond Philosophy

JANUARY 12, 2015

'Over the past thirty years, most customer-related research has focused almost entirely on the cognitive, rational, and functional elements of decision-making. Why? Well, researchers are logical, and the cognitive and rational certainly looks logical – – and emotions, or emotional context, is challenging to measure. For years, especially in qualitative research, professionals endeavored to get at “feelings” involved when making a brand choice and/or a purchase decision; but that di

Customer Experience 101

Customer Experience Conference Consumers Customer Centricity 101

ClearAction

JANUARY 11, 2015

Metrics for Customer Experience Management. Metrics selection may be your most important decision for customer experience success. Metrics drive thinking and doing, because they communicate to executives and employees what matters most to the company, what will be visible to peers and the chain of command, and what will be rewarded. The gravity of upside and downside to customer experience metrics selection cannot be overstated.

Customer Experience Management 95

Customer Experience Management Metrics Customer Experience Management 95

PeopleMetrics

JANUARY 14, 2015

'In the romantic view of creativity, the artist waits. Then in a flash of inspiration, the artist suddenly receives a fully formed idea. All the artist has to do is bring it to life. In a more realistic view, as regular artists and creative types can tell you, you have to get to work to be productive. Creating a body of work is not about waiting for a lighting strike.

Customer Centricity 94

Customer Centricity Culture Case Study Leadership 94

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

JANUARY 12, 2015

Okay, not really. Sorry for what could appear as just social media ‘link bait’ but if you’ll allow, there is a method to my madness. Let’s explore this a little bit here. While I have no prior knowledge of Google’s intention to market health insurance, just imagine for even just a second if they did. View Article.

Insurance 200

Insurance Marketing Social Media Healthcare 200

Win the Customer

JANUARY 16, 2015

'Social media has changed the way that businesses interact with their customers and few customers today really trust ads. In the modern age of sales and marketing, turning a profit isn’t always as easy as posting an advertisement. You don’t have to take my word for it, as recent estimates show that 144 million people worldwide […].

Social Media 94

Social Media Infographics Sales Advertising 94

Maz Iqbal

JANUARY 11, 2015

'More than once and by more than one ‘customer guru’ I have been accused of bringing moral considerations into an arena where moral considerations do not belong. Which arena is that? The business arena. Many folks are convinced that what matters in business is the right strategy (plotting the right course) and effective-efficient execution.

Loyalty 93

Loyalty Customer Centricity Customer relationships CRM 93