InMoment XI
FEBRUARY 12, 2015
Customer experience…it’s something we’re all very familiar with because, after all, while we might not all be customers during the day, all of us play one at home: we’re customers of utility companies, of retailers, of healthcare providers, and the list goes on and on. For that reason, we all know a great customer experience.
Experience Matters
FEBRUARY 11, 2015
'Last year, I published a free eBook called People-Centric Experience Design (PCxD). Experiences are all about people, the customers who interact with your organization and the employees who shape those interactions. Most approaches to customer experience, from voice of the customer programs to customer journey mapping, deal with the logical, left-brain elements of customer experience.
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Kristina Evey
FEBRUARY 10, 2015
'The secret sauce to getting more customers and making more money? Show Your Customers The LOVE! Show Your Customers the Love. It doesn’t get any simpler than that. Think about the way we build personal relationships… we see someone we are attracted to, we do things to get them to notice us, we try to find out more about them, we do things to try to impress them, we pay attention to them, we notice what makes the happy and/or sad, we do our best to make them feel good or happy.
Experience Investigators by 360Connext
FEBRUARY 9, 2015
'As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1. Mention customers in your KPI’s. Profit and revenue and new customer growth are important numbers to track, but it’s vital to include items like customer lifetime value , customer satisfaction and/
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InMoment XI
FEBRUARY 12, 2015
Customer experience…it’s something we’re all very familiar with because, after all, while we might not all be customers during the day, all of us play one at home: we’re customers of utility companies, of retailers, of healthcare providers, and the list goes on and on. For that reason, we all know a great customer experience. View Article.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ijgolding
FEBRUARY 11, 2015
'Yesterday I had the enormous pleasure of co-chairing the first ever Customer Experience Professionals Association (CXPA) Members Insight Exchange to be held outside of the US. The gathering of Customer Experience Professionals (CXPs) from across Europe was as inspiring an occasion as I hoped it would be. I have always said that when you put […].
Experience Investigators by 360Connext
FEBRUARY 12, 2015
'Software-as-a-Service, commonly referred to as SaaS, continues to grow in both size and scale. We use SaaS products for everything from payroll management to paying our taxes to publishing our newsletters to writing our books. SaaS is a great business model. Set up a service that is updated, integrated and easy for customers to use to get things done.
InMoment XI
FEBRUARY 12, 2015
Customer experience…it’s something we’re all very familiar with because, after all, while we might not all be customers during the day, all of us play one at home: we’re customers of utility companies, of retailers, of healthcare providers, and the list goes on and on. For that reason, we all know a great customer experience.
Customer Bliss
FEBRUARY 10, 2015
'Competency #1: Honor and Manage Customers as Assets. Know the Growth or Loss of Customers and Care About the “Why?”. With this competency, the goal is to align leaders to make a defining performance metric—the growth or loss of your customer base. Customer Asset Measurement is about knowing what customers actually did to impact business growth or loss versus what they say they might do via survey results.
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Who's Your Gladys?
FEBRUARY 10, 2015
'The last movie that starred Natalie Wood was the 1983 movie Brainstorm also starring Cliff Robertson and Christopher Walken.
CX Journey
FEBRUARY 12, 2015
'Image courtesy of The Round Peg Today I''m pleased to share a guest post by Bob Daly , President of DuSentio. If you’re reading this, it means you''ve reached a level of maturity, age, and wisdom to have likely heard the following classic dating quote: It’s not about you, it’s about me. If you were ever on the receiving end of this message, hopefully with distance and experience you’re able to chuckle and shrug off the bad memories associated with this relationship killing poison pill.
InMoment XI
FEBRUARY 10, 2015
Marti Eulberg, a Director at Sonic Automotive, is passionate about the car buying experience and it shows. Sonic, the 4th largest dealer group in the US, set out to re-define the vehicle buying experience. They started with their used car facility at a pilot location in Thornton, CO last November. Marti spoke at our MaritzCX Automotive. View Article.
Customer Bliss
FEBRUARY 12, 2015
'Competency #2: Align Around Experience. Give Leaders a Framework for Directing the Work of the Organization. Unite Accountability as Customers Experience You, Not Down Your Silos. Competency #2 gives leaders a framework for directing the work of the organization: requiring cross-silo accountability to deliver deliberate customer experiences. It unites the organization in building a framework for “Earning the Right” to Customer Asset Growth.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali
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Customers That Stick
FEBRUARY 12, 2015
'Meet Renee Cloyd! Renee Cloyd is a wife and mother of three young boys ages 11, 9 and 6 who balances her busy home life with a full time job as a Center Director at Christ Lutheran Children’s Center. At CLCC, we strive to provide a quality early childhood program. In our center, forming strong ties to the families and the community is the key to the success of our program.
CX Journey
FEBRUARY 10, 2015
'Image courtesy of JSF0864 Is your customer acquisition (and retention) strategy based on discount pricing? How''s that working for you? Discounts might be working well to bring customers in the door, but do they stay after they''re in? Can you keep those that you acquire? Are you creating a precedence that is not sustainable? A couple weeks ago, I wrote a post about the phenomenon where customers buy on price but also leave on price.
InMoment XI
FEBRUARY 10, 2015
Marti Eulberg, a Director at Sonic Automotive, is passionate about the car buying experience and it shows. Sonic, the 4th largest dealer group in the US, set out to re-define the vehicle buying experience. They started with their used car facility at a pilot location in Thornton, CO last November. Marti spoke at our MaritzCX Automotive.
Win the Customer
FEBRUARY 8, 2015
'Customers are moving outside the purchasing funnel—changing the way they research and buy products and services. If your service experience hasn’t adapted, you’re falling behind. A customer-centric approach to service, integrating all available customer contact channels, needs to be based upon your customer journey. Every aspect of your service offering, sales and marketing efforts need to correlate and contribute […].
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Beyond Philosophy
FEBRUARY 10, 2015
'First impressions count. When you start a job interview one of the first things you will do is shake your prospective employer’s hand. What impression will they get of you by doing this? Handshakes can indicate many things. The strength of a handshake conveys a lot of information. From a firm to a limp handshake, each intensity communicates pertinent conscious and subconscious clues about your personality.
Wired and Dangerous
FEBRUARY 10, 2015
'“Anyone who’s a chef, who loves food, ultimately knows that all that matters is: Is it good? Does it give pleasure?” wrote Anthony Bourdain, celebrity chef and host of the TV show Parts Unknown. Innovative service is a blend of these same two sentiments. As customers, we all want service that is good—meaning it successfully fulfills our needs or accomplishes the outcome we seek.
InMoment XI
FEBRUARY 10, 2015
Marti Eulberg, a Director at Sonic Automotive, is passionate about the car buying experience and it shows. Sonic, the 4th largest dealer group in the US, set out to re-define the vehicle buying experience. They started with their used car facility at a pilot location in Thornton, CO last November. Marti spoke at our MaritzCX Automotive.
Win the Customer
FEBRUARY 9, 2015
'Although it may seem as though social has made email obsolete, the number of email accounts is expected to increase from over 3.9 billion in 2013 to over 4.9 billion by the end of 2017. With the growth of social media over recent years, it’s understandable that many businesses have started to pour their resources […].
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SuiteCX
FEBRUARY 13, 2015
Click here to view SlideShare. Customer Experience as a holistic enterprise is not easy to measure. Don’t make the mistake of thinking your digital metrics are telling the whole story. 360 Degree Customer Experience: A Practical Approach to Holistic CX. 1. 360o Customer Experience: A Practical Approach to Holistic CX Data University 2/13/15. 2. ©2015 suitecx – Confidential Customer Experience: All the cool kids say they are doing it 2. 3. ©2015 suitecx – Confidential But what is “it”?
ClearAction
FEBRUARY 11, 2015
Loving Customers for Customer Experience Excellence. "Payin' with lovin'" seemed like a clever twist on McDonald's advertising theme, "I'm lovin' it!" In a Superbowl ad, the company announced its random selection of customers to pay for purchases with "random acts of love", from the big game day through Valentine's day.
InMoment XI
FEBRUARY 8, 2015
Alright … I know it’s pretty common for a memorable excursion to serve as inspiration for someone to chime in about their experiences. We have been conditioned from a young age to write an essay at the beginning of each school year about ‘How I spent my summer vacation!’ Bear with me – I’ll try. View Article.
Win the Customer
FEBRUARY 7, 2015
'The 2014 Global Customer Service Barometer by American Express found that 74% of Americans spent more money with companies that had previously provided them exceptional customer service. The survey also found that customers are far more likely to tell friends about negative customer experiences than positive ones. No matter how much time and effort you […].
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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?
SuiteCX
FEBRUARY 13, 2015
Customer Experience as a holistic enterprise is not easy to measure. Don’t make the mistake of thinking your digital metrics are telling the whole story.
Forrester
FEBRUARY 13, 2015
'Do you understand your company's vision for the customer experience (CX) it wants to deliver? How many of your colleagues do? If you're a CX professional, how many colleagues have you shared your company's vision with? My guess is not many, and I confess, it's not really a guess - I have data that shows few CX pros regularly share their CX visions/strategies with all employees, and even fewer do so in a consistent way.
InMoment XI
FEBRUARY 8, 2015
Alright … I know it’s pretty common for a memorable excursion to serve as inspiration for someone to chime in about their experiences. We have been conditioned from a young age to write an essay at the beginning of each school year about ‘How I spent my summer vacation!’ Bear with me – I’ll try.
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