InMoment XI
JANUARY 29, 2015
Many of you may recognize the title of this Eric Clapton song showcased in the 1986 film The Color of Money. The song is a self-reflective piece that Clapton wrote for the album, August.1 As it turns out, the song’s title and first verse also aptly describe one of the characteristics that distinguish companies having.
Experience Investigators by 360Connext
JANUARY 26, 2015
'While many of the readers of this blog (that’s you!) are familiar with customer experience terms and ideas, most people still are not. It’s not uncommon to get a bit of a long stare after I answer the question of “ what do you do ?” at a cocktail party or on an airplane. So I explain our work of helping companies and organizations understand the true experience of their customers, leading to improved experiences.
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Experience Matters
JANUARY 30, 2015
'Earlier this month, we published Lessons in CX Excellence, 2015 , which provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Here’s a recording of a recent webinar going over highlights from the report: See listing of Temkin Group’s recorded webinars. The bottom line : Learn from award-winning CX programs.
ijgolding
JANUARY 26, 2015
'When I started out on my Customer Experience career many years ago, I had no idea that Customer Experience would ever be recognised as a profession. As I started to influence the organisation I was working for, I also did not realise that to be the best Customer Experience Professional I could be, I was […].
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InMoment XI
JANUARY 28, 2015
My team and I have been lucky enough to have worked on customer experience optimization projects with more than a dozen major health insurance carriers over the past couple years. Many of these client relationships were a direct byproduct of the Affordable Care Act (Obamacare) and its impact on the industry. There’s no secret that.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Matters
JANUARY 30, 2015
'Earlier this month, I published Temkin Group’s CX Trends for 2015 , which labeled 2015 as “The Year of the Employee.” Here’s a recording of a recent webinar going over those trends: See listing of Temkin Group’s recorded webinars. The bottom line : Focus on your employees this year!
Who's Your Gladys?
JANUARY 27, 2015
'Like so many consumers these days, I look to the internet for all kinds of product information. A few months ago, I was looking for fun socks for a social media campaign I was working on and came across Sock It to Me Socks. Their brand identity is colorful and entertaining. Their socks come in crazy fun designs. Customer Service Delighting customers Lori Jo Vest social media Uncategorized Who''s Your Gladys?
InMoment XI
JANUARY 29, 2015
Many of you may recognize the title of this Eric Clapton song showcased in the 1986 film The Color of Money. The song is a self-reflective piece that Clapton wrote for the album, August.1 As it turns out, the song’s title and first verse also aptly describe one of the characteristics that distinguish companies having.
Experience Investigators by 360Connext
JANUARY 30, 2015
'A group of grocery stores is causing a stir in Chicagoland. Mariano’s , owned by the larger Roundy’s organization, moved into the Chicago market a few years ago and continues to gain fans. With the personalized service, outstanding selection and in-store cafe options, they’ve built a loyal following of customers. I didn’t have much experience with Mariano’s simply because there isn’t one in my part of town…yet.
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Customer Bliss
JANUARY 27, 2015
'Beloved companies know that the outcome of their decisions and their actions reveal who they are and what they value. Companies who decide to believe make belief a competency of their business, people, and operation. Are you a company of believers? Review the ten actions of believers. Can you say yes to each action? . 1. Make employee selection a priority.
Storyminers
JANUARY 26, 2015
'From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.
InMoment XI
JANUARY 29, 2015
“…I hate you!”; so said Kevin the Teenager from the BBC’s Harry Enfield comedy program. We all feel like that from time to time—life can seem unfair and have its ups and downs. However, it would probably be intolerably boring if everything went perfectly all the time (although I’d be prepared to give it a.
Experience Investigators by 360Connext
JANUARY 28, 2015
'Have you ever not realized how great something was until after you should have? A friend who is more “there for you” than you ever realized. A car that isn’t quite as finicky as you thought. Or a colleague who maybe isn’t so bad after all. We’ve all been there, and I had my “a-ha” moment recently regarding an exceptional customer experience I have on a daily basis.
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.
Customer Bliss
JANUARY 29, 2015
'Here are three actions (and the need for a lot of responses) to help you pull the customer experience work into focus: 1. Know Where You Are In the Process. You have assembled many groups of people in the company to identify customer touch points. Yes _ No _. You have brought in customers to validate and course-correct our findings. Yes _ No. You have now held numerous sessions and people are starting to wonder what you are going to do with this mapping.
ijgolding
JANUARY 29, 2015
'This week I am focusing my blog on the importance of developing ‘authority’ as a Customer Experience Professional in celebration of the upcoming CXPA Members Insight Exchange on the 10th February in London. If you have not read all about how to earn authority as a Customer Experience Professional here. I am delighted to follow […].
InMoment XI
JANUARY 29, 2015
Many of you may recognize the title of this Eric Clapton song showcased in the 1986 film The Color of Money. The song is a self-reflective piece that Clapton wrote for the album, August.1 As it turns out, the song’s title and first verse also aptly describe one of the characteristics that distinguish companies having.
CX Journey
JANUARY 29, 2015
'Image courtesy of James Cridland Have you ever wondered why customers say they buy your products based on price - and then, in the end, they also stop buying because of price? What''s that phenomenon all about? In a nutshell, the answer lies in the value received (a) for the price paid and (b) relative to the competition or to alternative products.
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Storyminers
JANUARY 26, 2015
From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters. They used the then-new tech to operate more efficiently and profitably—mostly by shifting work from a company’s payroll to its customers’ shoulders.
Customers That Stick
JANUARY 29, 2015
'Meet Carol Euliss! I have been an RN for 36 years, a childbirth educator for 20 years, and a doula for 16 years. I have worked for Community Health Network in Indianapolis, IN for 27 years. I teach classes, coordinate a hospital based doula program, and attend births in the role of a doula. I have been privileged to assist hundreds of babies into the world and help families have positive birth experiences.
InMoment XI
JANUARY 29, 2015
“…I hate you!”; so said Kevin the Teenager from the BBC’s Harry Enfield comedy program. We all feel like that from time to time—life can seem unfair and have its ups and downs. However, it would probably be intolerably boring if everything went perfectly all the time (although I’d be prepared to give it a.
CX Journey
JANUARY 27, 2015
'Image courtesy of cgrantham Today''s post is a modified version of a post I originally wrote for Confirmit in September 2014. We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. There''s this notion that it''s not as important for B2B companies, that it can''t be impacted, or that it doesn''t matter because B2B is just a different beast.
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Beyond Philosophy
JANUARY 28, 2015
'In this series, professionals share how they rocked — or didn’t! — the all-important first 90 days on the job. Follow the stories here and write your own (please include the hashtag #First90 in the body of your post). First impressions are vital. However, the actions during the first 90 days of anybody’s new job are more important to forming a good and hopefully lasting relationship with your new employer.
Heart of the Customer
JANUARY 28, 2015
'As part of the launch of our new website, I’m interviewing Annette Franz, author of the popular Customer Experience (CX) blog CX Journey. In addition to her blog, Annette and I volunteer together as CX Experts at the Customer Experience Professionals Association (CXPA). We’re discussing all things journey mapping. Jim: So Annette, let’s start. You’ve […].
InMoment XI
JANUARY 29, 2015
“…I hate you!”; so said Kevin the Teenager from the BBC’s Harry Enfield comedy program. We all feel like that from time to time—life can seem unfair and have its ups and downs. However, it would probably be intolerably boring if everything went perfectly all the time (although I’d be prepared to give it a.
Win the Customer
JANUARY 29, 2015
'The secret to Ritz-Carlton customer service lies in its strict adherence to its “Gold Standards” that include the Credo, the Motto, the 3 Steps of Service, the 20 Basics, and the Employee Promise. Service at the Ritz-Carlton is so outstanding at the hotel company that it has won the coveted Malcolm Baldridge National Quality Award twice, […].
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.
Bill Quiseng
JANUARY 26, 2015
One of the real benefits of social media is connecting with people from around the world who we would otherwise not meet. I especially appreciate meeting individuals who are as committed as I am to helping small businesses create a customer experience that builds loyalty. This week’s guest post is from Adam Ramshaw based in Australia. Once you read his post, you will see Adam shares that commitment.
customer sure
JANUARY 29, 2015
Takeaway: Respond politely, promptly and sincerely to negative reviews. Apologise, fix the problem and demonstrate your dedication to service to prospective customers. Reading time: 7 minutes. There’s a ton of value to be had from reviews. Even negative reviews. But what’s the best way to approach your response? Every online business will receive negative reviews once in a while.
InMoment XI
JANUARY 28, 2015
When’s the last time you talked to one of your customers? Not read a report or sat in on a focus group, but shook hands and talked. If you can’t recall and you are the owner, CEO, or other senior executive of an organization then you might have a problem. One simple leading indicator of whether. View Article.
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