InMoment XI
MARCH 20, 2015
Let me begin with an obvious observation about customer experience excellence: Customer Journey Mapping is all the rage, it seems. Everyone is developing a journey map of customer relationships, not only the “cool kids” who pioneered this practice years ago. Even “Stalwarts” are proudly displaying their maps in their offices and sharing them amongst their.
Experience Matters
MARCH 20, 2015
'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. USAA and credit unions tied for the top spot, each with a rating of 81%, putting them in 8 th place overall out of 293 companies across 20 industries. Credit unions (which is a rating for a group of credit unions, not one company) have earned the highest ranking for banks over the past four years.
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Kristina Evey
MARCH 18, 2015
'Bad customer service – we’ve all experienced it. The receptionist that seems impatient with us on the phone. The server at the restaurant that is condescending and rude, thus ruining our dining experience. The clerk at the store that seems to think we are invisible and rolls her eyes when we actively try to get her attention. Poor customer service is rampant these days.
Experience Investigators by 360Connext
MARCH 18, 2015
'I’ve noticed a lot of blogs and articles and general gripes lately about why SXSW Interactive has jumped the shark. It’s fashionable to post emphatically about how there’s no appeal to the massive conference tackling digital and interactive trends each March. This was my sixth visit to SXSW. It has changed dramatically in those six years. There are fewer opportunities to discover new speakers through wandering into sessions.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
InMoment XI
MARCH 19, 2015
In the last of our series on EchoPark, Marti Eulberg talks about a non-traditional dialogue approach to getting customer feedback. Full disclosure here – MaritzCX does EchoPark’s CX program. That being said, the approach is one that we are baking into more of our CX programs. The focus is shifting from a survey process that.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ijgolding
MARCH 17, 2015
'This is not the first time I have written about bricks and mortar retail stores. The British high street has been under significant pressure for many years now – I have documented its demise since I started writing three years ago – you can read my opinions in the following posts: I’m not paying to […].
Experience Investigators by 360Connext
MARCH 16, 2015
'It’s that time of year again! Who says March Madness is only for car dealerships and mattress stores!? We’re not having a tent sale or running a huge promotion, but every year March proves to be crazy but awesome, and 2015 is no different! Here’s a bit of what we have going on this month: Undercover at SXSW. Our Chief Customer Experience Investigator™ Jeannie Walters is in Austin gathering evidence from South By Southwest Interactive.
InMoment XI
MARCH 20, 2015
Let me begin with an obvious observation about customer experience excellence: Customer Journey Mapping is all the rage, it seems. Everyone is developing a journey map of customer relationships, not only the “cool kids” who pioneered this practice years ago. Even “Stalwarts” are proudly displaying their maps in their offices and sharing them amongst their.
Experience Matters
MARCH 16, 2015
'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. Chick-fil-A took the top spot for the fourth year in a row, earning a rating of 82%, which put it in 4 th place out of 293 companies across 20 industries. Papa John’s —a newcomer to the Ratings—came in second with a rating of 81% and an overall ranking of 8 th.
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Who's Your Gladys?
MARCH 18, 2015
'I shared a Stephen Covey quote on LinkedIn earlier this week, which read “Always treat your employees exactly as you want them to treat your best customers.” It’s a statement that I believe in 100%. When I’ve managed employees, I’ve expected the top levels of performance, though I’ve. attitude Best practices Customer Service customer service mindset customer service performance Leadership Lori Jo Vest performance Who''s Your Gladys?
ijgolding
MARCH 19, 2015
'I remember reading a customer complaint letter whilst I was working with a large UK retailer. The complaints that were listed were all valid and well articulated, yet it was the final comment that sticks in my mind. It was along the lines of, “and when are you going to close down your Indian call […].
InMoment XI
MARCH 20, 2015
Let me begin with an obvious observation about customer experience excellence: Customer Journey Mapping is all the rage, it seems. Everyone is developing a journey map of customer relationships, not only the “cool kids” who pioneered this practice years ago. Even “Stalwarts” are proudly displaying their maps in their offices and sharing them amongst their.
Experience Matters
MARCH 16, 2015
'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. PetSmart and Amazon.com tied for the top spot, each scoring 82%, which put them both in 4 th place overall out of 293 companies across 20 industries. Walgreens came in a close third with a rating of 81% and a ranking of 8 th , while Bed Bath & Beyond , Lowe’s , and Costco all earned 79% and tied for 19 th place overall.
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CX Journey
MARCH 17, 2015
'I originally wrote today''s post for Confirmit in November 2014. I''ve made some modifications. In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine.
Customer Bliss
MARCH 19, 2015
'You can recognize disconnected silo agendas at work when short-term revenue requirements compromise long-term revenue efforts. There’s a lack of clarity on what’s really important to differentiate the company. The customer is not understood the same way by everyone in the company. There’s an imbalance between the culture to drive revenue and the understanding of including customer investment.
InMoment XI
MARCH 19, 2015
In the last of our series on EchoPark, Marti Eulberg talks about a non-traditional dialogue approach to getting customer feedback. Full disclosure here – MaritzCX does EchoPark’s CX program. That being said, the approach is one that we are baking into more of our CX programs. The focus is shifting from a survey process that. View Article.
Experience Matters
MARCH 17, 2015
'We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2015. This is our annual analysis of CX priorities and spending within large organizations (see last year’s data snapshot ). Here’s the data snapshot description: In the first quarter of 2015, Temkin Group surveyed 207 respondents, each from a company with $500 million or more in annual revenues, about their customer experience efforts over the past year and their plans for 2015 and beyond
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CX Journey
MARCH 19, 2015
'Image courtesy of Unsplash What is customer experience? And how do we improve it? Andrew Mounier of CMO Brain recently asked to interview me so he could pick my brain about customer experience, and I happily accepted. Any time someone wants to talk about customer experience - any opportunity to continue to spread the word about its importance - I''m up for it!
Customer Bliss
MARCH 17, 2015
'Think about the number of task forces you’ve been involved in regarding customers. Did anyone have a clue, beyond the first few meetings, on: How you were going to get the things done that the brainstorming had birthed? Where you were going to get the funding from? Who was going to lead the effort? Many organizations gear up for “customer focus” action only when the survey results have just come out or are about to be announced.
InMoment XI
MARCH 19, 2015
In the last of our series on EchoPark, Marti Eulberg talks about a non-traditional dialogue approach to getting customer feedback. Full disclosure here – MaritzCX does EchoPark’s CX program. That being said, the approach is one that we are baking into more of our CX programs. The focus is shifting from a survey process that.
Experience Matters
MARCH 19, 2015
'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, the airline industry averaged a 63% rating in the 2015 Temkin Experience Ratings and tied for 12 th place out of 20 industries. It was also one of only five industries to improve its rating over the past year, increasing its average by 1.2 percentage-points.
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.
Beyond Philosophy
MARCH 17, 2015
'How can you increase your sales by 47%? It’s all in the packaging. Gressingham Foods, a pre-packaged food company in the UK, wanted to change their brand image at the store. They were declining as a brand and wanted their image to project “premium but accessible.”. They hired Elmwood , a design firm that took a good look at their packaging and came up with a strategy to help them stand out.
Win the Customer
MARCH 16, 2015
'The customer customer is so important, why do you have a machine keep you busy while you sort things out with someone else? Putting customers on hold is about more than people being patient. Hold time shows a disconnect between the customers wanting to work with you and your willingness to want to take advantage of that immediate opportunity to […].
Customers That Stick
MARCH 17, 2015
'This morning we released CTS Service Solutions’ Ultimate Starter Guide to Employee Empowerment. This guide walks those new to the idea of strategically and consciously attempting to increase employee empowerment in their organizations through many of the basic ideas surrounding empowerment as well as nine tips for empowering employees effectively.
Experience Matters
MARCH 16, 2015
'We recently released the fifth annual 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’s a recorded webinar that provides an overview of the methodology and results. Here are answers to some frequently asked questions (FAQs): How much does it cost to participate?
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Beyond Philosophy
MARCH 16, 2015
'Customer Experience continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally. I worked with clients in more countries than ever before last year, including China, India, and Saudi Arabia to name a few. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon.
Win the Customer
MARCH 20, 2015
'Customer experience doesn’t happen by chance. It takes the right combination of insights and actions that result in the positive bottom-line impact that supports revenue positive growth in an organization. In a recent conference call is asked an organization if they had a report of their key performance metrics related to service and customer experience […].
Heart of the Customer
MARCH 18, 2015
'How do you create change when you’re the first customer experience (CX) leader at a highly successful business with a history of customer focus? That’s the challenge Mark Smith faced when he became GE Capital Fleet Services’ first Vice President of Customer Experience a year ago. His response? Focus on the culture, because that’s what […]. The post “Customer Experience is all about culture change” – an interview with Mark Smith, VP of CX at GE Capital Fleet Services appeared first o
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