Experience Investigators by 360Connext
FEBRUARY 2, 2015
'The following is a Best of 360Connext post. As Dr. Phil likes to say, “People do what works.” If it works to ignore loyalty, people will continue to do that. Consider how most business leaders and sales teams are compensated. It’s all about the NEW. New sales, new clients, new customers. Growth in the market meaning more new customers.
ijgolding
FEBRUARY 3, 2015
'We are living in a world where consumer expectation is changing as rapidly as ever before. New technology is enabling people to do what they want, when they want to do it, wherever they happen to be. We crave speed, simplicity and consistency in our interactions. All around the world, this change in consumer expectation […].
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InMoment XI
FEBRUARY 2, 2015
At the Automotive News World Congress earlier this month, Luca de Meo ofAudi AG talked about their Stockholm Pilot that allows customers to ‘use a car like they would a pair of shoes.’ Called Audi Unite, the customer becomes part of a community that allows them to share the manufacturer’s vehicles with others and change up. View Article.
Kristina Evey
FEBRUARY 6, 2015
'Patient Satisfaction Starts with the Heart. Customer service and being nice can make or break a first impression, especially in a medical office. My family recently changed insurance companies due to the recent health care changes. We were heartbroken that this also meant we had to change our physicians we’d been with for the past 10 years.(To be accurate, we could have stayed with them, but it would have cost us an additional $300 per month.).
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Experience Investigators by 360Connext
FEBRUARY 5, 2015
'The Retail Trends Report from Retail Customer Experience is full of valuable insights on both consumers and retailers and how they’re feeling about the way we are shopping today. The retailers discussed technology and mobile, and concern about subjects like Bitcoin and beacons, but when asked about current operational challenges, their #2 and #3 answers were: 2.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
FEBRUARY 3, 2015
Yes, THAT Jerry Maguire. The 1996 flick, ‘Show Me the Money!’ Jerry Maguire. Let me explain. During the first act of the movie, Jerry was employed at a large, monolithic sports agency, representing some of the big names in pro sports. Realizing the agency wasn’t adequately servicing their clients given their focus on market domination.
Who's Your Gladys?
FEBRUARY 4, 2015
'Customer service is like exercise – do it right, and you’ll see results. It’s that simple. Though, simple and easy aren’t always a package deal. If it was, everyone would have six-pack abs and a stellar service culture. Want to pass the customer service fitness test? Then, put these drills into practice. Best practices customer experience technology Customer Service customer service performance Marilyn Suttle performance Who''s Your Gladys?
CX Journey
FEBRUARY 5, 2015
'Image courtesy of Axim2013 Today I''m pleased to share a guest post by Robi Ganguly , CEO of Apptentive. We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year.
Customer Bliss
FEBRUARY 5, 2015
'I was honored to be a part of this ebook, The 2015 Customer Experience Outlook – A Collection of Ideas for the Year Ahead brought to you by Kerry Bodine & Doberman. It’s is a collection of ideas from customer experience authors, designers, and industry leaders. I contributed an article about five competencies for Chief Customer Officers.
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InMoment XI
FEBRUARY 3, 2015
Jeff Bezos, CEO of Amazon.com said, “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” While some of us have understood this for quite some time, customer experience (CX) initiatives are.
Beyond Philosophy
FEBRUARY 2, 2015
'Music has a unique effect on our brain, especially concerning memory. Apple brilliantly capitalizes on all of them in its holiday ad. When it comes to branding there might be no better way than using music to help a Customer remember your brand promise. Here is the ad, in case you missed it: Part of the reason these studies showed the link is because music activates many centers across the brain, including the emotional ones.
CX Journey
FEBRUARY 3, 2015
'Image courtesy of Touchpoint Dashboard Why is journey mapping important? I kicked off 2015 in a big way. Isn''t that what a new year is all about?! Every year is a new year to get it right - on a personal or professional level and/or on an organizational improvement level, i.e., employee and customer experience. For me, it was about elevating my customer experience thinking and expanding my horizons.
Customers That Stick
FEBRUARY 5, 2015
'Creating great customer experiences and delivering great customer service almost always boils down to one thing: being able to understand the experience of customers — to walk a mile in their shoes and to build a better shoe or create a better walking path with that knowledge. It begins by understanding what your customers are going through, especially when the experience is not a positive one.
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.
InMoment XI
FEBRUARY 2, 2015
At the Automotive News World Congress earlier this month, Luca de Meo ofAudi AG talked about their Stockholm Pilot that allows customers to ‘use a car like they would a pair of shoes.’ Called Audi Unite, the customer becomes part of a community that allows them to share the manufacturer’s vehicles with others and change up.
Beyond Philosophy
FEBRUARY 5, 2015
'Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendatio
Joe Rawlinson
FEBRUARY 4, 2015
'What is your company’s primary focus? Before you respond with an automatic “why, the customer, of course,” stop and formulate a completely honest reply. Many businesses sincerely believe that they are customer-centric–focussed on the customers they serve–when, in fact, they aren’t at all. Once you fully understand what a customer-centric company looks like, you will be better equipped to formulate a truthful answer.
Customers That Stick
FEBRUARY 2, 2015
'Technology is an integral part of frontline customer service. From information kiosks to digital signage, from mobile point of sale devices to the customer’s own smartphones; technology is part and parcel of even the most basic face-to-face interactions on the service floor. While much is made of online shopping replacing retail shopping, less is discussed about how online shopping is shaping customer’s expectations in stores.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
InMoment XI
FEBRUARY 3, 2015
Yes, THAT Jerry Maguire. The 1996 flick, ‘Show Me the Money!’ Jerry Maguire. Let me explain. During the first act of the movie, Jerry was employed at a large, monolithic sports agency, representing some of the big names in pro sports. Realizing the agency wasn’t adequately servicing their clients given their focus on market domination.
Michel Falcon Experience
FEBRUARY 6, 2015
'What is your company’s key focus?Are you customer-centric? Product-centric? Marketing-centric? Employee-centric?While customer experience must be at the core of your company, it can’t live in isolation from great products or services. This post was inspired after reading a Gary Vaynerchuk post. He explains, within that post, that a great product… Read More».
Win the Customer
FEBRUARY 4, 2015
'The most unexpected finding when evaluating Disney’s “magic” recipe for customer experience is the focus on process—the drive and ability to optimize the mundane. One the most surprising facts about the Disney customer experience may just well be the 70% return rate of first time Disney visitors. When you consider the great lengths that individuals and families […].
Beyond Philosophy
FEBRUARY 3, 2015
'Decisions, decisions…we make them all the time about all kinds of things, and many times without even thinking about it. Sometimes, however, decisions take a lot of thinking, after which we may have our doubts about whether we made the right one. Helping your Customers make a decision is an important element in your Customer Experience design. The Consequence of Choice.
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InMoment XI
FEBRUARY 3, 2015
Jeff Bezos, CEO of Amazon.com said, “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” While some of us have understood this for quite some time, customer experience (CX) initiatives are.
Help.com
FEBRUARY 1, 2015
We recently spoke with seven customer service leaders from HubSpot , Bonobos , Cater2.me , Volusion , Gazelle , Alert Logic , and Endurance about customer service. We put some quotes from our conversations into our first customer service ebook on the secrets of customer service excellence. In it, you’ll find answers covering everything from how to build a great team, to which metrics to track.
Win the Customer
FEBRUARY 2, 2015
'The right software can streamline key processes and improve satisfaction. But implementation is the key to impact for your customers and those who serve them. Virtually all companies say that customer satisfaction is their top priority. But the true depth of their commitment can often be measured by how broadly the organization shares responsibility for […].
Wired and Dangerous
FEBRUARY 2, 2015
'The fact that time is a completely made-up component in nature was one of the hardest concepts to get your head around in high school physics class. All of nature knows night from day, but your dog is clueless about what 9:30 means. When we tell someone, “Why don’t we meet in an hour,” we are not only operating on a “made up” agreement regarding the precise moment of rendezvous, we are relying on a made up understanding of what “an hour” means.
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.
InMoment XI
FEBRUARY 2, 2015
At the Automotive News World Congress earlier this month, Luca de Meo ofAudi AG talked about their Stockholm Pilot that allows customers to ‘use a car like they would a pair of shoes.’ Called Audi Unite, the customer becomes part of a community that allows them to share the manufacturer’s vehicles with others and change up.
PeopleMetrics
FEBRUARY 4, 2015
'We’ve written about why we think customer experience is the future of branding , and we’ve given you tips for transforming your workplace into one with a customer-centric culture. But let’s back up a bit and talk about your relationship with customer feedback. Because if you want to fix your customer experience, you two should be close. Real close.
Win the Customer
FEBRUARY 3, 2015
'If you can’t measure it, you can’t manage it. This is especially critical in managing customer experience in the contact center. This is especially true in the fast-paced contact center environment when mistakes can have far-reaching effects before they are even discovered, and customer service quality can be negatively affected by one bad transaction.
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