InMoment XI
MARCH 4, 2015
“Customer Insights” is one of the most ubiquitous terms in the industry, possibly only surpassed by “Actionable,” “Big Data,” or “Predictive Analytics.” A quick search of LinkedIn reveals that 407,416 members have the term “Customer Insights” in their profile. Unfortunately, with ubiquity comes polysemy. The only common thread among professionals who complain that they are.
Experience Matters
MARCH 3, 2015
'We published the 2015 Temkin Experience Ratings , the most comprehensive benchmark of customer experience. In the fifth year of the Ratings, we analyze feedback from 10,000 U.S. consumers to rate 293 organizations across 20 industries (we added utilities this year). Here’s the executive summary: 2015 marks the fifth year of the Temkin Experience Ratings, and this year, supermarkets dominated the ratings.
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Experience Investigators by 360Connext
MARCH 4, 2015
'If you haven’t yet discovered our podcast, Crack The Customer Code, I hope you will soon. We released our 15th episode , and it’s been quite the learning experience for my co-host Adam Toporek from Customers That Stick and me! Better customer service FTW. In episode 15, we tackle the subject of how certain industries can get away with treating customers poorly and still get good business results.
ijgolding
MARCH 4, 2015
'It is very likely you have not heard of 47 King Street West – a French restaurant based in Manchester in the UK. Although you may not have heard of it, it is possible that the eatery will become infamous as an example of how NOT to respond to customer feedback. When an organisation considers […].
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InMoment XI
MARCH 3, 2015
Boy has the world changed since 1995! Every aspect of the customer experience, from marketing and sales, to customer service and support, has been turned on its head. Customer experience has changed more in the last 20 years than in the prior 200 years combined. Not surprisingly, this has affected the part of a business.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
MARCH 5, 2015
'Humans disappoint one another. We do it all the time. We disappoint when we don’t show up for someone’s big event. Or maybe we disappoint when we do show up at an intimate dinner party without an invitation. We disappoint each other by saying what we think or by not speaking up when we should. It’s tricky, this human experience of ours.
C3Centricity
MARCH 1, 2015
I got an email this week that was just so wrong I almost replied to it offering my help to the sender, as he clearly needed it. The email started, “Hello Deny, I will keep my introduction brief. I’m Scott XXX, CEO for YYY.” He was informing me about his company’s training offers, which he [.]. The post No Trust without Respect: 7 Rules to Winning Customers appeared first on C3Centricity.
InMoment XI
FEBRUARY 28, 2015
US customers have higher expectations than UK ones, and US companies have been quicker to adopt customer experience platforms and technology. Nigel Cover of MaritzCX assesses whether the UK has anything to learn from across the Pond.
Customer Bliss
MARCH 3, 2015
'The information and experience you gain by working through the customer experience competencies and holding people accountable to customer metrics will condition the organization to redevelop the customer experience for greatest marketplace differentiation. Managing the corporate patience while developing the competencies required to establish a reliable experience is not easy.
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Experience Investigators by 360Connext
MARCH 2, 2015
'We at 360Connext use MailChimp to send out our updates and newsletters, and we love it for many reasons. They provide easy but robust features for building, analyzing, and sending emails to subscribers, as well as managing our contacts. But there’s another reason I love Mailchimp…. Microinteractions - small moments that can have a huge impact on the customer experience.
Who's Your Gladys?
MARCH 4, 2015
'Like everybody else, I’m trying to figure out how my mobile phone bill and cable television bills became more like car payments lately. They’re so huge! Sure, we’ve got a lot of things bundled into our service packages, though with competitive businesses offering better prices, Customer Service Dissatisfied customer Lori Jo Vest Who''s Your Gladys?
InMoment XI
MARCH 6, 2015
Is customer experience of equal importance across all markets? In this short video, Stephan Thun, CEO of MaritzCX EMEA, discusses customer experience in the context of different markets across the world. You can watch it below. Look out for more next week when we ask Stephan if discounting is killing loyalty.
Customer Bliss
MARCH 5, 2015
'Managing accountability for what you’ll deliver to customers is not rocket science, but it is overwhelming. An important element of driving accountability for customer profitability is how strategic the organization is about determining and executing customer accountability targets. Many companies that say they focus on the customer don’t take the time to wire customer priorities into annual planning.
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.
CX Journey
MARCH 3, 2015
'Image courtesy of beetlecakes I have a few questions for you about your company: Are you focusing on acquisition or retention? Are you rebranding your image or are you reinventing the customer experience? What are your priorities? I recently wrote some posts about how companies have this misguided focus on anything but the customer experience. With one, I posed the question: Are you delivering a great customer experience - or are you just relying on advertising to create awareness and sell your
SuiteCX
MARCH 2, 2015
I won’t let the door hit me on my way out. If you love somebody, set them free. It’s not just a Sting lyric, but also a wise CX philosophy! Today was admin day, the day to deal with invoices, billing, etc. Leading a startup sometimes requires some adjustments, and thus I found myself faced with ending a couple of business relationships. There is rightfully a lot of focus in CX regarding how customers should be treated throughout their lifecycle, but what most companies actually do is focus
InMoment XI
FEBRUARY 28, 2015
US customers have higher expectations than UK ones, and US companies have been quicker to adopt customer experience platforms and technology. Nigel Cover of MaritzCX assesses whether the UK has anything to learn from across the Pond.
Michel Falcon Experience
MARCH 1, 2015
'Is your company genuinely customer-centric or is it a marketing ploy?If your answer is the latter, it can be difficult to admit, but the reality is that most companies claim to be customer-focused when they’re not.Warby Parker is the former.Warby Parker, whose company name is derived by combining two character names… Read More». The post Warby Parker and the Power of Genuine Micro Customer Experiences appeared first on Michel Falcon Customer and Employee Experience Expert.
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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?
CX Journey
MARCH 5, 2015
'Image courtesy of John R. Bell Today I''m pleased to share a guest post by John R. Bell. Six weeks ago, my business book was released. Do Less Better. The Power of Strategic Sacrifice in a Complex World concerns itself with focus and simplicity. In it, I draw on personal experiences from my days in the C-suite and the boardrooms of my consulting clients to make the case that sacrifice is the surprising secret to successful long-term viability.
Beyond Philosophy
MARCH 3, 2015
'In this series, professionals share the words of wisdom that made all the difference in their lives. Follow the stories here and write your own (please include the hashtag #BestAdvice in the body of your post). What is the point of doing research is you are not going to do anything with it? Let me give you an example. It was the first few days after I had been promoted to the SVP, Customer Experience for British Telecom a number of years ago.
InMoment XI
MARCH 6, 2015
Is customer experience of equal importance across all markets? In this short video, Stephan Thun, CEO of MaritzCX EMEA, discusses customer experience in the context of different markets across the world. You can watch it below. Look out for more next week when we ask Stephan if discounting is killing loyalty.
Win the Customer
MARCH 1, 2015
'Consistently setting realistic service goals is critical to the process of developing your core customer experience. Setting goals is not simply throwing out an easy number to achieve, nor is it asking your team to achieve the impossible. Consistently setting goals is part of the process of developing your team in the organization. Goals shouldn’t be […].
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customer sure
MARCH 4, 2015
Takeaway: 6 businesses share their approach to wowing and winning back lost customers. Find out what matters most to your customers, and go beyond their expectations. Reading time: 8 minutes. Wouldn’t it be great if you could win back lost customers? If every person who came into contact with your business was bowled over by your customer service?
Beyond Philosophy
MARCH 5, 2015
'There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Frontier Airlines Pilot Feeds His Passengers While Stranded on Runway. Frequent travelers have all been there…sitting on the runway, hungry, thirsty, and needing to go to the lavatory but strapped in their seat, sometimes for hours.
InMoment XI
MARCH 6, 2015
Is customer experience of equal importance across all markets? In this short video, Stephan Thun, CEO of MaritzCX EMEA, discusses customer experience in the context of different markets across the world. You can watch it below. Look out for more next week when we ask Stephan if discounting is killing loyalty.
Win the Customer
MARCH 3, 2015
'Industry surveys show that 63% of millennials prefer to have their basic customer service and support questions answered via live chat over traditional contact channels. According to a report by Accenture, purchases made by millennials will comprise 30% of retail sales by 2020. Age demographics have a real impact on preferences for customer service contact channels, and […].
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.
PeopleMetrics
FEBRUARY 28, 2015
'Exceptional and unforgettable Moments of Truth fuel customer delight and loyalty. So too do pointless and broken interactions douse brand devotion. Unfortunately, disappointment carries more weight. Research undertaken by Richard Normann several decades ago revealed that it takes twelve positive Moments of Truth to recover from one failure. Knowing this, it makes sense to prioritize efforts on removing the pointless and fixing the broken moments first for the greatest return.
Joe Rawlinson
MARCH 4, 2015
'How often do you feel like you’ve got too many things going on? Too many conflicting priorities and work to do? Probably all the time. What’s the solution? “Do less but better.” That simple yet powerful statement is the theme of Greg Mckeown’s book Essentialism: The Disciplined Pursuit of Less. In doing less, you can do what you focus on even better than before!
InMoment XI
MARCH 4, 2015
“Customer Insights” is one of the most ubiquitous terms in the industry, possibly only surpassed by “Actionable,” “Big Data,” or “Predictive Analytics.” A quick search of LinkedIn reveals that 407,416 members have the term “Customer Insights” in their profile. Unfortunately, with ubiquity comes polysemy. The only common thread among professionals who complain that they are.
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