InMoment XI
FEBRUARY 18, 2015
Are you managing, or just measuring your customers’ experiences? In this short video, Stephan Thun, CEO Europe of MaritzCX, discusses his thoughts on the net promoter score and the importance of managing the customer experience. You can watch it below. Look out for more next week when we ask Stephan if customer experience is of.
ijgolding
FEBRUARY 16, 2015
'I am unlikely to be the first person to write an article focusing on whether or not the Customer Experience really makes a difference. I am also unlikely to be the last. On a weekly basis, Customer Experience Professionals all over the world are being challenged to demonstrate the ‘tangible’ value focusing on the Customer […].
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Experience Matters
FEBRUARY 17, 2015
'We just published a Temkin Group report, Employee Engagement Benchmark Study, 2015 , which is our annual analysis of U.S. employees. Here’s the executive summary: We used the Temkin Employee Engagement Index to analyze the engagement levels of more than 5,000 U.S. employees. We found that although employee engagement overall has increased over the past year, engagement levels still vary by organization, industry, and individual.
Experience Investigators by 360Connext
FEBRUARY 18, 2015
'I had the opportunity to check out all the shiny new cars at the Chicago Auto Show on the media preview day last week. We’ll have more to share from this later this week, but for now, we wanted to share an observation about innovation. Is innovation so forward-looking you can’t rely on customer feedback? Or should customer feedback be what drives everything, including innovation?
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InMoment XI
FEBRUARY 15, 2015
Oftentimes the blogs I write stem from experiences I have had that remind of important lessons that CX practitioners should always keep in mind. Most often these are negative experiences, but at times there are some positive ones that stand out. This one blows them all away. In the last few months, I have discovered.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Who's Your Gladys?
FEBRUARY 17, 2015
'When you bring the word compassion into a business conversation, many people don’t really get what it means or why you’d want to “do that” in a corporate environment. Some think it means feeling sorry for someone. Others may recall that it has something to. Customer Service customer service mindset customer service performance Listening passion performance Who''s Your Gladys?
Experience Investigators by 360Connext
FEBRUARY 16, 2015
'Besides the predictable onslaught of product announcements and amazing trade show booths, many discussions around the needs of future customers took place recently at the Consumer Electronics Show , the behemoth of tech conferences, in Las Vegas, Nevada. Many of the trends emerging, though not terribly surprising, call for a unique kind of marketing strategy.
InMoment XI
FEBRUARY 14, 2015
As buzzwords around personalization and conversation marketing proliferate, we ask Stephan Thun, CEO Europe of MaritzCX, whether advertising really matters anymore. You can watch the video below: Look out for more next week when Stephan will discuss his views on the net promoter score.
Customer Bliss
FEBRUARY 17, 2015
'Competency #3: Build a Customer Listening Path. Seek Input and Understanding, Aligned to the Customer Journey. Competency 3 unites your organization to build a “one company” listening system constantly refreshing with multiple sources of quantitative, qualitative, and experiential feedback to tell the story of your customers’ experience, guided by the customer journey framework.
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Michelli Experience
FEBRUARY 18, 2015
'What does brand equity get you? Among other things – happy neighbors! According to recent reports, when a Starbucks opens nearby your property values rise – alot. Before you think this phenomena occurs anytime a multi-national company opens its doors in your vicinity, the research also shows that its better to have Starbucks than Dunkin [.
CX Journey
FEBRUARY 19, 2015
'Image courtesy of xianrendujia Today''s post is a modified version of a post I originally wrote for Confirmit in April 2013. In Tuesday''s post , I discussed the rationale - and preparation - for conducting stakeholder interviews before embarking on a VoC program. In today''s post, I''ll focus on what to do immediately prior to, during, and after the interviews to make sure you get the most out of the process.
InMoment XI
FEBRUARY 18, 2015
Are you managing, or just measuring your customers’ experiences? In this short video, Stephan Thun, CEO Europe of MaritzCX, discusses his thoughts on the NPS® net promoter score and the importance of managing the customer experience. You can watch it below. Look out for more next week when we ask Stephan if customer experience is of equal. View Article.
Beyond Philosophy
FEBRUARY 16, 2015
'I’m grateful to my colleague, Richard Vanderveer, for making readers of his blog aware of an insightful report – Return on Word of Mouth, or WOM/ROI – recently issued by the Word of Mouth Marketing Association (WOMMA). As a long-time believer in the power of word-of-mouth and brand favorability in b2b and b2c marketing ( [link] and [link] ), he deserves a sincere thank you for bringing this insightful piece of work to everyone’s attention.
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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
Customers That Stick
FEBRUARY 19, 2015
'At CTS Service Solutions, we believe one of the best ways to improve customer experiences is by making interactions ad easy as possible and by decreasing the hassle-factor. Enter live chat. Live chat contains a number of attributes that contribute to hassle-free experiences. From ease of first contact, to low-to-no hold times, to the convenience of customers interacting with service reps while performing other tasks, live chat offers an opportunity for organizations to assist customers quickly
CX Journey
FEBRUARY 17, 2015
'Image courtesy of HZ University of Applied Sciences Today''s post is a modified version of a post I originally wrote for Confirmit in April 2013. What is a stakeholder? And why should I engage with or interview one? According to Investopedia , a stakeholder is. A party that has an interest in an enterprise or project. The primary stakeholders in a typical corporation are its investors, employees, customers, and suppliers.
InMoment XI
FEBRUARY 19, 2015
Sonic Automotive, which owns the EchoPark brand, spent a ton on research to better understand the customer experience. The result was the first store in Thornton, CO. As Marti Eulberg says, the facility was not designed from an automotive perspective but was designed from a retail and CX perspective. They looked at Amazon, Starbucks, and. View Article.
Joe Rawlinson
FEBRUARY 18, 2015
'How do you balance a limited marketing budget while still attracting new customers? Is this even possible? Ideally, you’d crack the code and be able to put a $1 into your marketing machine and get more than that dollar out in profit from sales. However, when you’re just getting started and haven’t quite figured out that magic formula, you can still attract new customers even on a limited budget.
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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?
Customers That Stick
FEBRUARY 16, 2015
'The pace of change is faster than ever before. Those in technology-based fields already understand the forces of constant change that form competitive pressures in those industries. But what about the rest of us? While the need for innovation might not be as obvious and the penalties for failing to innovate might be less drastic — even in non-tech industries, innovation is no longer optional.
Win the Customer
FEBRUARY 16, 2015
'According to Google, it beats customer service in terms of average monthly search volume 380k+ to 200k. Why is experience nearly twice as popular – what’s the big deal anyway? How much cheaper is it for you to retain a customer than to acquire a new one? Why pull teeth for a testimonial from an […].
InMoment XI
FEBRUARY 18, 2015
Are you managing, or just measuring your customers’ experiences? In this short video, Stephan Thun, CEO Europe of MaritzCX, discusses his thoughts on the NPS® net promoter score and the importance of managing the customer experience. You can watch it below. Look out for more next week when we ask Stephan if customer experience is of equal.
Michel Falcon Experience
FEBRUARY 20, 2015
'Like me, do you find parallels in business and sports?Growing up I played hockey, soccer, basketball, volleyball, and baseball. Today, I still play weekly pick-up games with my friends to break a sweat and disconnect from work. Playing sports my entire life, I have found many similarities in business and sport.… Read More». The post 4 Ways Athletes Can Transition From the Arena to the Business World appeared first on Michel Falcon Customer and Employee Experience Expert.
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Heart of the Customer
FEBRUARY 19, 2015
'As a passionate customer experience (CX) advocate, I frequently get to meet with companies just beginning their customer experience journey. I can consistently predict their future success when the conversation moves to governance. Governance is the active involvement of senior leadership to guide the program and knock down barriers on the way to an improved customer experience.
Win the Customer
FEBRUARY 18, 2015
'Cloud services enable organizations to manage customer communities and develop customer relationships improving the overall customer experience. For decades, small businesses had a comfortable, predictable relationship with their customers. The traditional rapport goes something like this: a company offers a product or service, a customer is looking for such a product or service, the company […].
InMoment XI
FEBRUARY 19, 2015
Sonic Automotive, which owns the EchoPark brand, spent a ton on research to better understand the customer experience. The result was the first store in Thornton, CO. As Marti Eulberg says, the facility was not designed from an automotive perspective but was designed from a retail and CX perspective. They looked at Amazon, Starbucks, and.
SuiteCX
FEBRUARY 19, 2015
We are thrilled to be collaborating with Data University on various CX topics, the first of which features Valerie and our recent thought leadership on how to achieve a holistic customer experience. Download the webinar: [link]. Check out Data University for other content related to Customer Experience, Marketing and more!
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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.
Wired and Dangerous
FEBRUARY 17, 2015
'Henry David Thoreau wrote those words many moons ago. “Wild” and “free” are two vital features of innovative service. Good service is like meat and potatoes…core sustenance is its driving force. It is your hotel room being clean and comfortable. Great service is like dessert…extra is its spearhead. It is the front desk clerk remembering your name and special requests.
Win the Customer
FEBRUARY 20, 2015
'Investing in a comprehensive customer experience program enables organizations to effectively connect with their customers, enhancing service delivery and customer results. Organizing and mapping the specific touchpoints of a comprehensive customer experience journey is critical for any organization looking to get the most from customer interactions.
InMoment XI
FEBRUARY 19, 2015
Sonic Automotive, which owns the EchoPark brand, spent a ton on research to better understand the customer experience. The result was the first store in Thornton, CO. As Marti Eulberg says, the facility was not designed from an automotive perspective but was designed from a retail and CX perspective. They looked at Amazon, Starbucks, and.
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