Sat.Mar 07, 2015 - Fri.Mar 13, 2015

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Product Experience and Wisdom in Stale Almonds

InMoment XI

My wife and I sat in the airport terminal while I struggled to open a bag of almonds I purchased on my regrettably not-uncommon delay home. I followed the dotted line “tear here” instructions for a few minutes to no avail. “I can’t open these,” I harrumphed, tossing the package to my wife, who then.

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Two steps forwards, five steps back: No-one said transforming the Customer Experience is easy!

ijgolding

'Every job has its ups and downs. Whether you are a teacher, a doctor, an accountant, a sales rep, an IT consultant or an artist, some days will be better than others. I could continue to name more professions, but the principle would be the same – as sure as night follows day, good will […].

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5 Ways To Master your Customer Experience Role

Experience Investigators by 360Connext

'There is a really exciting change happening. Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience executive. They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results. We have only just begun the customer experience revolution, and yet, many people have decided to become experts !

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Lexus and Toyota Lead Auto Dealers in Customer Experience

Experience Matters

'We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers. Here are some highlights from the auto dealer results between 2012 and 2015: Auto dealers’ average rating dropped from 66.3% in 2014 to 63.7% in 2015, the lowest score they’ve had since 2012.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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EchoPark and What It Means for OEM Stores

InMoment XI

I want to thank those who have been sending me notes on the series we’re doing on Sonic Automotive. Always great to hear from you so keep them coming. Continuing that discussion, in today’s post Marti Eulberg, a Director at Sonic, talks about how the lessons learned from the EchoPark1 pilot store in Thornton, CO can be.

More Trending

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What Will SXSW Mean for Customer Experience in 2015?

Experience Investigators by 360Connext

'It’s that time again! I’ll be heading to South By Southwest Interactive in Austin, Texas. It’s the crazy, chaotic and somewhat kooky festival that attracts me each year. There is always something that grabs everyone’s attention but is a flash in the technology pan. QR Codes on t-shirts? Worst idea ever. But there they were, everywhere, just a few years ago.

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Report: Engaging Millennials in the Workplace

Experience Matters

'We just published a Temkin Group report, Engaging Millennials in the Workplace , which provides five employee engagement strategies for younger workers. Here’s the executive summary: Common estimates predict that the Millennial generation—those born between 1980 and 2000—will make up 60% of the workforce by 2020. As with each previous generation, this group of employees brings its own set of expectations, attitudes, and approaches to the job, which creates both challenges and opportunitie

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Video: EchoPark and What It Means for OEM Stores

InMoment XI

I want to thank those who have been sending me notes on the series we’re doing on Sonic Automotive. Always great to hear from you so keep them coming. Continuing that discussion, in today’s post Marti Eulberg, a Director at Sonic, talks about how the lessons learned from the EchoPark1 pilot store in Thornton, CO can be. View Article.

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Free Cookies! Using Survey Incentives to Get Customer Feedback

Who's Your Gladys?

'Look at the bottom of just about any store receipt and you’ll find a survey with some kind of incentive. Whether it’s a $10 coupon for your next visit or a free cookie, companies are doing what they can to get customers to provide feedback. And the information they. Customer Service Who''s Your Gladys?

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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5 Blogging Tips to Fuel Up Your Content Machine

Experience Investigators by 360Connext

'Blogs are at the center of many content strategies. Ours at 360Connext is no exception! It’s the hub of our thought leadership, our perspective on current events, our “x marks the treasure” spot for our social communities! I write several times a week and I’m often asked how we come up with our content. It’s challenging to write frequently around similar topics, but when I’m stuck for blog ideas I’ve found some invaluable resources.

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UPS Leads Parcel Delivery Services in Customer Experience

Experience Matters

'We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers. Here are some highlights from the parcel delivery services results between 2012 and 2015: Despite a very slight decline in their average ratings—down from 73.2% in 2014 to 72.9% in 2015—parcel delivery services have the fourth highest average rating of all the industries we evaluated in the 2015 Temkin Experience Ratings.

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Video: EchoPark and What It Means for OEM Stores

InMoment XI

I want to thank those who have been sending me notes on the series we’re doing on Sonic Automotive. Always great to hear from you so keep them coming. Continuing that discussion, in today’s post Marti Eulberg, a Director at Sonic, talks about how the lessons learned from the EchoPark1 pilot store in Thornton, CO can be.

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Engagement and Culture are Related, But Different

CX Journey

'Today I''m pleased to share a guest post by George Jacob of PeopleMetrics. As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” It’s understandable. The two terms are related, and they’re both elements of customer experience improvement. But it’s important to make a distinction between the two terms, because they differ in the ways they’re measured, improved, and capitalized on.

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The State of Customer Onboarding 2024

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.

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Are you Irrational: 7 Questions to See If You Are Irrational?

Beyond Philosophy

'I love watching what people, and Customers do. We human’s think we are so clever and sophisticated and yet much of what we do is totally irrational. When I am reviewing an organization’s experience I am on the look out for this type of irrational behavior as this will give me many clues on how to make it much better. What do I mean by irrational behavior?

CEM 131
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Apple and Google Lead Software Industry in Customer Experience

Experience Matters

'We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers. Here are some highlights from the Ratings for software firms: Apple and Google tied for the highest score in the software industry, each scoring 66% and ranking 136 th overall. Apple’s score declined by two percentage-points from last year, while Google’s increased by one point.

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Product Experience and Wisdom in Stale Almonds

InMoment XI

My wife and I sat in the airport terminal while I struggled to open a bag of almonds I purchased on my regrettably not-uncommon delay home. I followed the dotted line “tear here” instructions for a few minutes to no avail. “I can’t open these,” I harrumphed, tossing the package to my wife, who then.

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Is Your Company a "Best Employer?"

CX Journey

'You know the source! Unfinished Business What does it take to be a "Best Employer" company? And why is that a goal worth setting - and achieving - for your organization? I was doing some research for a webinar on employee experience that I''ll be hosting with Intradiem on March 18, and came across Aon Hewitt''s Global Trends in Employee Engagement 2014 report.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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6 Steps to a Great Apology

Beyond Philosophy

'Everyone makes mistakes. You charged for the wrong plan on a Customer’s mobile bill or sent an ‘Extra Small’ instead of a Medium on the Jacket a Customer ordered online. More serious mistakes could be that as a Doctor, you misdiagnosed a life threatening condition that results in serious consequences for your patient and his or her loved ones. We all make mistakes.

CEM 114
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Amazon Kindle Leads Computers and Tablets in Customer Experience

Experience Matters

'We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers. Amazon (Kindle) and Apple deliver the best customer experience in the computer and tablet industry, according to the 2015 Temkin Experience Ratings , an annual ranking of companies based on a survey of 10,000 U.S. consumers.

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Product Experience and Wisdom in Stale Almonds

InMoment XI

My wife and I sat in the airport terminal while I struggled to open a bag of almonds I purchased on my regrettably not-uncommon delay home. I followed the dotted line “tear here” instructions for a few minutes to no avail. “I can’t open these,” I harrumphed, tossing the package to my wife, who then.

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Are You Giving Your Customers the Experience They Really Want?

Win the Customer

'Knowing what is considered a good customer experience does not assure that one knows how to provide it. Anyone who has put in any effort to study customer experience, has probably come across the typical definition of experience as the sum of all interactions a customer has with a brand across all channels and at various touch points. […].

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The Open CCaaS Advantage Report

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.

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User Experience, Instagram, and the Looming Success of Carousel Ads

Michel Falcon Experience

'Would you buy products or services through Instagram? Before you say “no,” consider the following.Last week, Instagram announced their new ad platform.Think of how far advertising has come and how it used to negatively impact the customer.When I was 10 years old, I had a paper route. The worst part of being a… Read More». The post User Experience, Instagram, and the Looming Success of Carousel Ads appeared first on Michel Falcon Customer and Employee Experience Expert.

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TriCare and Kaiser Permanente Lead Health Plans in Customer Experience

Experience Matters

'We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers. Overall, health plans averaged a 54% rating and placed 18 th out of 20 industries. TriCare took the top spot with a rating of 67%, placing it 128 th overall out of 293 companies across 20 industries.

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Do You “Love Up” Your Customers?

Wired and Dangerous

'Stew Leonard, Jr. CEO of Stew Leonard’s Dairy Store headquartered in Norwalk, Connecticut, is about as energetic about customers as anyone you can find. He rushes around his stores glad-handing customers, soliciting their feedback, ringing up sales, helping lost-looking customers find what they’re in search of, thumping employees on the back, and generally energizing everyone in the place.

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4 Trends Transforming the World of Social Media Customer Service

Win the Customer

'Social media plays a huge role in everyday life. Not only do people use social media to stay connected, but they also use it to interact with their favorite brands. The biggest challenge brands face when using social media to reach customers is finding out where they spend their time online and the best way […].

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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ICYMM: Operationalization of IT (and others) – an interview

Esteban Kolsky

ICYMM: In case you missed me, where I point to other places in the world where my work shows up now and then. I have been talking about operationalization of Customer Service and other departments for about three years now, I covered a little bit of it in my last post on Business Transformation. I had a very good discussion about it with Christine Wong who later wrote a good article for ExpertIP.

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Georgia Power and SoCalGas Lead Utilities in Customer Experience

Experience Matters

'We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers. This is the first year that utilities have been included in the Ratings. Overall, the utilities industry averaged a 62% rating in the 2015 Temkin Experience Ratings , coming in 13 th place out of 20 industries.

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How to Communicate your Way to a Better Customer Experience

PeopleMetrics

'Are you on Slack ? If not, chances are you will be soon. According to an article in the New York Times this week, Slack is "one of the fastest-growing business applications in history." There are about half a million employees using Slack everyday, and that base is doubling every 3 months. If you aren''t one of the initiated (yet), Slack is an internal communications tool that is fast making email and instant messenger obsolete.