ijgolding
MARCH 24, 2015
'As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world’s ‘best’ Customer Experience brands are. ‘Who is good at CX?’ is a pretty typical question. It is a good question to ask and one that I […].
Experience Matters
MARCH 24, 2015
'We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate the level of trust that consumers have with 293 organizations across 20 industries ( see.pdf with full list ). You can see all of the company data on the Temkin Ratings website. Download dataset for $295 ( see sample file ).
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Experience Investigators by 360Connext
MARCH 26, 2015
'I’ve been traveling a lot in the month of March. I’ve been thinking about what it means to be a business traveler (who happens to be a woman) on the road. It’s easy to complain about the parts of the travel experience we don’t like, like airplane passengers who ask to switch with me so I could get the middle seat when they want the aisle seat I’m assigned.
InMoment XI
MARCH 25, 2015
Last week our friends at JD Power released their CSI (Customer Satisfaction Index) results and you may find them surprising. However, buried in the numbers are some good lessons for us all. Satisfaction for customers who went through a recall was higher than for customers who just had a normal service appointment. Recall situations give.
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Customer Bliss
MARCH 26, 2015
'Suggesting a Chief Customer Officer may seem frivolous to leaders who believe they already focus on customers. There’s often a proliferation of tactics and projects underway. The problem is these disconnected actions don’t amount to anything significant for customers. Here are six conditions and six critical checkpoints for considering a CCO: 1. Will leaders be okay with someone (other than themselves) driving consensus on customer strategy and deliverables?
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 23, 2015
'Personalization was a big trend at SXSW and it’s no surprise. We humans like when people recognize us. We want to feel known and heard. We want to be seen as the unique individuals we are. What this means for some companies is getting to know customers in really great ways. Quirky Customer Personas. I became aware of PEMCO Insurance a few years ago when I met Rod Brooks , Vice President and Chief Marketing Officer, and heard about their affinity and dedication to the people of the Northwest reg
InMoment XI
MARCH 25, 2015
Last week our friends at JD Power released their CSI (Customer Satisfaction Index) results and you may find them surprising. However, buried in the numbers are some good lessons for us all. Satisfaction for customers who went through a recall was higher than for customers who just had a normal service appointment. Recall situations give. View Article.
QuestionPro Audience
MARCH 24, 2015
Business Plan Research. For a successful market research and analysis business plan, you will need answers to many critical market research questions. What demographic is your product or service most likely to appeal to? What is the forecast for the industry you are in? How have other products or services similar to your own done over time? What are your competitors doing right or wrong and how can you capitalize on any market openings?
Who's Your Gladys?
MARCH 26, 2015
'When a member of your customer service team is struggling with a challenge, what do you do? It''s tempting to give orders or jump in and fix things yourself. Instead, empower your staff to find their own solutions. Here are a few useful ways to develop a team of creative problem solvers.
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Experience Investigators by 360Connext
MARCH 24, 2015
'I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping. Throughout all these sessions, as well as the sidebar conversations in the San Diego sunshine, certain topics came up from many angles.
InMoment XI
MARCH 25, 2015
Last week our friends at JD Power released their CSI (Customer Satisfaction Index) results and you may find them surprising. However, buried in the numbers are some good lessons for us all. Satisfaction for customers who went through a recall was higher than for customers who just had a normal service appointment. Recall situations give.
Customer Bliss
MARCH 24, 2015
'Most CEO’s no longer need to be convinced of the importance of retaining customers and developing relationships with profitable customers. What’s on their mind is how to accomplish this feat inside their organizations. Take stock of where your company is today in managing collective cross-silo work. Consider each statement. Determine whether it applies to your company.
CX Journey
MARCH 26, 2015
'Sprinklr ebook cover Feeling like you need some guidance with your CX Journey? Not sure where to turn? I''m excited to share details about a new ebook for which I wrote a chapter. The book was compiled by Sprinklr , and it''s aptly titled, The Survival Guide to Customer Experience. It doesn’t matter what your ads say. In today’s world, the only thing that customers care about is the experience.
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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
Michel Falcon Experience
MARCH 23, 2015
'Do you have a marketing plan for your business? I’d guess yes.Has your company formally strategized and developed a way to attract the millennial consumer? I’d guess no.Many companies like Shyp, Postmates, and Grub Hub have already planned how they are going to attract millennials. They didn’t simply email statistics… Read More».
InMoment XI
MARCH 23, 2015
Is discounting killing loyalty? In this short video, Stephan Thun, CEO of MaritzCX EMEA, on what retailers might learn from automotive brands in terms of delivering a relevant and consistent experience. You can watch it below. Look out next week for the final interview in the series when Stephan shares more thoughts on. View Article.
Win the Customer
MARCH 21, 2015
'Customer service nowadays requires professionals who possess a wide-range of soft and hard customer service skills. Did you know that 55% of consumers would pay more for a better customer experience, and almost 70% of buying experiences are actually based on how the customers feel they’re being treated? Let’s just say that the importance of […].
CX Journey
MARCH 24, 2015
'How does ensuring your employees have a great experience translate into better service for your customers? Last week, I had the pleasure of co-presenting on a webinar with Kyle Antcliff of Intradiem. We talked about. The link between employee experience and customer experience The importance of treating agents like relationship managers (not assembly line workers) The difference between employer brand and customer brand Three critical stages of the employee journey How to identify “moments of t
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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?
Beyond Philosophy
MARCH 23, 2015
'Over the years, I realized relationships in business mean everything. Whether it’s a new employer or a new Customer, the beginning of a relationship sets the standards for how the two of you will interact moving forward. With so much riding on this new relationship, it’s important that you are clear and detailed about these standards. To that end here are 8 important tips regarding establishment of the parameters for a new business relationship: Tip #1: Be yourself.
InMoment XI
MARCH 23, 2015
Is discounting killing loyalty? In this short video, Stephan Thun, CEO of MaritzCX EMEA, on what retailers might learn from automotive brands in terms of delivering a relevant and consistent experience. You can watch it below. Look out next week for the final interview in the series when Stephan shares more thoughts on.
Win the Customer
MARCH 24, 2015
'Six Sigma for customer service includes identifying factors which are critical for the quality of the service required customers. Focus is placed on improving efficiencies, capabilities, and stability of service and the customer service system to support six sigma.
Heart of the Customer
MARCH 25, 2015
'How’s your brand today? Defining your brand used to be so much easier. In the good old days (for me, the good old days were the 80s), your brand was whatever your advertising said it was. Social media changed all that. Now your brand is whatever your customers say it is. And so your brand […]. The post Remember, Call Center Agents = Your Brand appeared first on Heart of the Customer.
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Think Customers
MARCH 26, 2015
'CX has rapidly moved from an ideal to an operational mandate. As Forrester''s CMO, customer experience is one of my four strategic priorities. It''s also tied to my compensation. How''s that for focusing the mind? There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
InMoment XI
MARCH 23, 2015
Is discounting killing loyalty? In this short video, Stephan Thun, CEO of MaritzCX EMEA, on what retailers might learn from automotive brands in terms of delivering a relevant and consistent experience. You can watch it below. Look out next week for the final interview in the series when Stephan shares more thoughts on.
Win the Customer
MARCH 25, 2015
'Creating the type of customer service that differentiates your organization from the rest is critical, especially in industries where products or services are comparable between competitors. The blue-collar employment industry can be tough. Keeping unemployed customers happy can sometimes be a big challenge. Below are the keys we’ve found to be most effective.
Bob Hayes
MARCH 22, 2015
The use of analytics is good for business. Researchers from MIT Sloan Management Review and IBM found that organizations that used business information and analytics outperformed organizations that did not. Businesses of all types are adopting the use of analytics to get use out of the vast amount of data that is being generated in our overly-quantified world.
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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.
PeopleMetrics
MARCH 25, 2015
'So you’re sitting on the fence. Twiddling your thumbs. Waffling on the investment in a formal customer experience management solution. How can you tell if your company’s ready? How can you make the argument to higher-ups? What are some of the symptoms of customer experience woes? Well, I’ll give you four. 1. No one knows if customer issues get resolved.
Peter Lavers
MARCH 26, 2015
Customer Experience Management is a hot topic in many companies, who have realised that they are no longer ‘in control’ of all the channels, media or messages that their customers utilise to engage with their brand. Understanding and “managing” customers’ cross-channel journeys sits at the heart of Customer Experience theory, and numerous different approaches have been taken to map out the current and desired experience.
Win the Customer
MARCH 23, 2015
'Changes in how customers utilize technology in the shopping experience has brought dramatic changes to the retail shopping experience and changed the landscape of how retailers approach the in-store customer experience. Even as the amount of digital interaction increases, the potential value of in-person service experiences can give brick-and-mortar retailers an experience advantage that online […].
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