InMoment XI
FEBRUARY 24, 2015
If you’re bored in the next few weeks waiting for spring, I’ve got a fun activity for you. Go into three car dealerships and pretend you’re shopping for a car. It’s amazing what you find. I try and do this regularly and my personal experience mirrors the hard numbers from our ongoing New Vehicle Customer.
ijgolding
FEBRUARY 24, 2015
'As someone who spends his life eating, talking, breathing, writing and generally living everything to do with Customer Experience, it is inevitable that on occasion I may get tagged as a serial ‘moaner’ It is true to say that I often highlight the less than palatable experiences I encounter. However, I am just as quick […].
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Experience Matters
FEBRUARY 25, 2015
'We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2015. This is our annual analysis of which companies deliver the most and least bad experiences, how consumers respond after those experience (in terms of sharing those experiences and changing their purchase behaviors), and the effect of service recovery (see last year’s report ).
Experience Investigators by 360Connext
FEBRUARY 23, 2015
'The Chicago Auto Show, now in its 107th year(!), is a showcase of what’s new and what’s next in auto design and development. This means more than just amazing new vehicles, this means learning about how storied industries like this one continue to use the voice of the customer in their product development. Customers have a new voice in innovation.
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InMoment XI
FEBRUARY 26, 2015
Customers won’t pay for better service. It’s all about price. Isn’t that the lesson we learn from consumer trends like show-rooming, where consumers shop in stores like Best Buy and then surf online to buy the products they looked at for a cheaper price? This philosophy is conventional wisdom among many companies with limited service.
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 24, 2015
'Have you ever had a client settle for a less robust product or service, because she couldn’t afford what she really needed (or wanted)? Managing a customer’s expectations, particularly when they want more than they’re able or willing to pay for, can be dicey. Here’s an. Best practices Communicating with Customers Customer Service customer service mindset customer service performance Developing People Dissatisfied customer Engagement Marilyn Suttle Mood Management Who''s Your Gladys?
Experience Investigators by 360Connext
FEBRUARY 26, 2015
'Words matter. And in a time when we abuse the heck out of them, they actually matter more. Literally. Imagine how often I hear words being used with the best of intentions , but not tied to anything remotely related to the actual customer experience. Allow me to share a few examples. 1. “The Year of the Customer” …or other such labels for a new customer experience project.
InMoment XI
FEBRUARY 26, 2015
Customers won’t pay for better service. It’s all about price. Isn’t that the lesson we learn from consumer trends like show-rooming, where consumers shop in stores like Best Buy and then surf online to buy the products they looked at for a cheaper price? This philosophy is conventional wisdom among many companies with limited service. View Article.
CX Journey
FEBRUARY 24, 2015
'Image courtesy of S.O.O.C Which is more important: the last mile or the extra mile ? A couple months ago, I wrote about first and last impressions , posing a similar question there: which is more important? Today I''m wondering about the last mile and the extra mile. Which one should you focus on more? Which is more impactful to the customer experience?
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Customer Bliss
FEBRUARY 26, 2015
'Competency #5: Leadership, Accountability and Culture. Leadership behaviors are required for embedding the five competencies. For this work to be transformative and stick, it must be more than a customer manifesto. Commitment to customer-driven growth is proven with actions and choices. To emulate culture, people need examples. They need proof. Competency 5 is the glue that puts into practice leadership behaviors required by a united leadership team to enable and earn sustainable customer asset
Customers That Stick
FEBRUARY 26, 2015
'Meet Nicole Miller! My name is Nicole Miller and I graduated in 1990 at Marymount University where I received a bachelors degree in business and fashion merchandising. Since graduation, I have always been in the retail industry and am currently the district manager for the Once Upon A Child stores. I am fortunate and proud to work for the original, owner and founder of resale, Lynn Blum.
InMoment XI
FEBRUARY 26, 2015
Customers won’t pay for better service. It’s all about price. Isn’t that the lesson we learn from consumer trends like show-rooming, where consumers shop in stores like Best Buy and then surf online to buy the products they looked at for a cheaper price? This philosophy is conventional wisdom among many companies with limited service.
Win the Customer
FEBRUARY 27, 2015
'Unhappy customers cost businesses $537 trillion each year. The customer is NOT always right, but even wrong customers can significantly impact your business for the better. Instead of focusing on who’s right and who’s wrong, your time is always better spent doing what’s right and not what’s wrong to continue to keep existing customers and […].
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Customer Bliss
FEBRUARY 24, 2015
'Competency #4: Proactive Experience Reliability and Innovation . Know, before customers tell you, where experience reliability is out of sync. Deliver peace-of-mind, consistency and innovation. Competency 4 builds out your “Revenue Erosion Early Warning System” and your evolving experience innovation process in “marquee” moments in your customer journey.
Beyond Philosophy
FEBRUARY 24, 2015
'95% or a person’s processing power is the subconscious experience. Knowing this percentage, how can you harness the incredible power of the Customers’ subconscious mind to create a positive experience? Let’s look at two industries have embraced this and see what we can learn from them: Restaurants and Casinos. What these industries do to create a positive experience for their diners or players show us the importance of designing a deliberate subconscious experience for your customers, whomever
InMoment XI
FEBRUARY 24, 2015
If you’re bored in the next few weeks waiting for spring, I’ve got a fun activity for you. Go into three car dealerships and pretend you’re shopping for a car. It’s amazing what you find. I try and do this regularly and my personal experience mirrors the hard numbers from our ongoing New Vehicle Customer. View Article.
Win the Customer
FEBRUARY 26, 2015
'Based on 25 years of research done by Gallup polls, the book "First Break All of the Rules" shares the following 12 questions that are key in keeping your talented employees.
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.
Maz Iqbal
FEBRUARY 22, 2015
'A little while back Bob Thompson asked this question on the CustomerThink.com site. Thereafter, this question called forth 60 or so comments from a range of folks including Customer Experience gurus, thought leaders, experts, practitioners etc. I found this conversational thread interesting. Why? The lack of shared understanding and agreement as to what constitutes Customer […].
ClearAction
FEBRUARY 27, 2015
Customer Journey Mapping: Apply Insights Everywhere. Customer journey mapping is a big investment in most companies, and money is being left on the table. That's because there are many more applications for customer experience insights than first meets the eye. While the sponsoring organization may feel like their hands are full in applying the journey map findings to their corner of the company, there are likely other departments that could benefit from the new-found intelligence.
InMoment XI
FEBRUARY 24, 2015
If you’re bored in the next few weeks waiting for spring, I’ve got a fun activity for you. Go into three car dealerships and pretend you’re shopping for a car. It’s amazing what you find. I try and do this regularly and my personal experience mirrors the hard numbers from our ongoing New Vehicle Customer.
Win the Customer
FEBRUARY 25, 2015
'Extending customer service into social channels presents a truly unique opportunity for service delivery in a truly personal and meaningful way that directly connects with customers and develops more personal customer relationships. Traditional approaches to targeting and marketing to customers doesn’t always work on social media. Likewise, traditional customer service approaches aren’t always feasible or […].
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Wired and Dangerous
FEBRUARY 23, 2015
'The dinner party was super important because of the particular guests invited. It was one-fifth entertainment, one-fifth showcase, and at least five-fifths big-deal sales opportunity! The caterer had delivered over-the-top hors d’oeuvres, the contracted chef had prepared a perfect meal, and the bottles of white wine were perfectly chilled. Then, disaster struck!
Ian Williams
FEBRUARY 25, 2015
Like many operating within this sector, I can be as guilty of this as anyone. Most of us have done it at one time or another. In fact, most of us do it most of the time. Q: “So, what do you do professionally?”. A: “Oh, I’m in Customer Experience”. It is probably fair for us to call ourselves Customer Experience professionals, however there is a real danger that we could start thinking about ourselves in the wrong way.
PeopleMetrics
FEBRUARY 26, 2015
'It''s safe here. We have a net. Perhaps it was because it was the beginning of the new millennium and everything was fresh and new. But back in 2000, I was addicted to change. My husband and I had recently moved continent. Bought a new house. Had our first child. And so, of course, it was exactly the right time to look for a new and more challenging career.
Win the Customer
FEBRUARY 23, 2015
'Positive service language yields exponential results to the service experiences and wins the loyalty of customers. All of us have been in positions when we have to return or exchange something, or when we have to request service on something we bought that is now in need of repair or maintenance. Most of us have been […].
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Think Customers
FEBRUARY 24, 2015
'Surviving in today''s turbulent business world is tough. According to Wells Fargo and the National Federation of Independent Business'' Education Foundation, about half of small businesses disappear within five years. In some cases, small business failures are the result of a lack of access to capital. Other contributors to small business failures include non-payment of taxes, lack of strategic planning, and a lack of management experience.
Ian Williams
FEBRUARY 26, 2015
“The thing is” she said “I find it much better when you start on the outside and work your way in.”. Raising one eyebrow slowly, he looked at her straight in the eye. “I love it when you talk CeXy to me…”. What differentiates Customer Experience (CX or CeX) from other business disciplines is that it is all about seeing things through the eyes of the customer and having an ‘outside in’ view of the company.
Middlesex Consulting
FEBRUARY 23, 2015
'Your products change every year or two. Your customers change their priorities and plans every year. Your company updates its strategic plan annually. So, if you placed your current support plan next to a five-year-old version, would they look the same (maybe with a price difference)? If you answered in the positive, then you have a problem. And it is the same problem if you created a new support plan and based it on one that was successful for you a few years ago.
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