Experience Matters
APRIL 6, 2015
'On April 28, 2010, I published the post Introducing Temkin Group, Customer Experience Transformation Consultancy. It’s hard to believe that we are about to celebrate our 5th anniversary. First of all, thank you ! We are incredibly grateful for all of our wonderful clients, team members, and the community of CX professionals who participate in our research and read our content.
Experience Investigators by 360Connext
APRIL 7, 2015
'Spring Break! Fun in the sun! Time away! And then that time you fly home with your family…only to be mistreated so incredibly that writing this blog seems like the only recourse I have. Let me present the facts. We booked a flight to Puerto Vallerta, Mexico in October. We flew from Chicago’s O’Hare airport at the end of March with a connecting flight in Dallas and made it Puerto Vallerta without a problem.
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InMoment XI
APRIL 10, 2015
Front line people are absolutely critical in delivering an amazing customer experience. They are what customers see — they are the face of the brand. One of the panel discussions at the 2015 CXFusion conference explored this very topic with some practical advice: 1. Keep it simple 2. Communicate often 3. Get the right people.
Who's Your Gladys?
APRIL 7, 2015
'Walking through the doors of Preston Wynne Spa, customers feel an instant sense of tranquility. The soothing earthy decor, with soft ambient lighting, sets the mood for the warm greeting each guest receives within five seconds. Since opening the spa in 1984, owner and CEO Peggy. Best practices Customer Service customer service mindset customer service performance Delighting customers passion Who''s Your Gladys?
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Experience Matters
APRIL 10, 2015
'As a diehard Red Sox fan, I love the opening week of baseball. That’s why I decided to dig into our consumer benchmark data, which includes information about sports preferences. I took a look at the difference in MLB fans across genderations (a term I use for the mix of gender and age). No surprise, men like baseball a lot more than women across every age group.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
APRIL 8, 2015
The 2015 CXFusion conference has again served up a tremendous marketplace of ideas. From the theoretical to the practical, people have been presenting…and talking. And that’s the benefit. In her session today, Cameron Karr presented a hugely practical suggestion in explaining the benefits of your CX program to key decision makers of an organization.
Customer Bliss
APRIL 7, 2015
'Beloved companies decide differently than everybody else. Acutely aware of how their every action impacts how customers feel and respond to them, they take the time to make purposeful decisions about the contacts they have with customers. Beloved companies make a choice. They actively decide to connect who they are as people with the decisions they make in how they run their business.
Experience Matters
APRIL 9, 2015
'Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, we track many consumer attitudes. To gauge the overall quality of life for the U.S. population, we created the Temkin Well-Being Index (TWI) based on a few of those attitudinal elements. The TWI is the average of three measurements that represent the percentage of U.S. adults (18 and older) who agree with these statements: I am typically happy.
Experience Investigators by 360Connext
APRIL 9, 2015
'What’s your customer experience mission? I have introduced the idea of customer experience to many people. I’m excited that it’s finally catching on! But it seems most business leaders have only a basic understanding of the phrase. When we get right down to it, they have a tough time determining what should be included in the customer experience mission.
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InMoment XI
APRIL 10, 2015
Front line people are absolutely critical in delivering an amazing customer experience. They are what customers see — they are the face of the brand. One of the panel discussions at the 2015 CXFusion conference explored this very topic with some practical advice: 1. Keep it simple 2. Communicate often 3. Get the right people. View Article.
CX Journey
APRIL 9, 2015
'Image courtesy of afagen Are your customers raving fans or fairweather fans? Given that it''s the start of the baseball season, it was timely (albeit, intentionally so) that I received details about Brand Keys '' 23rd annual Sports Fan Loyalty survey results a few days ago. Brand Keys interviewed 250 self-declared fans in each baseball team''s area; insights from the interviews were designed to enable league and team management to identify improvement areas.
Wired and Dangerous
APRIL 6, 2015
'Len Berry of Texas A&M University first told this story twenty years ago, but it still holds a very valuable lesson. The new manager of the Chicago Marriott was going over year-end budget requests and came across a $20,000 line item to upgrade the black-and-white television sets to color in the bathrooms of the rooms on the concierge level. At first glance, it seemed like a nice enough service enhancement.
Experience Investigators by 360Connext
APRIL 10, 2015
'In many ways, publicity and marketing set the stage for your customers, and it can lead to moments of delight or huge disappointment. Better marketing isn’t the lifeline. Recently, I was contacted by a marketing agency regarding one of their clients. The retail chain was having serious problems with their business results slipping. Certain stores were losing customers and revenue quarter after quarter, and the executive team was exerting a lot of pressure on their marketing agency to fix
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.
InMoment XI
APRIL 10, 2015
Front line people are absolutely critical in delivering an amazing customer experience. They are what customers see — they are the face of the brand. One of the panel discussions at the 2015 CXFusion conference explored this very topic with some practical advice: 1. Keep it simple 2. Communicate often 3. Get the right people.
CX Journey
APRIL 7, 2015
'Image courtesy of dsearls Today''s post is a modified version of a post I originally wrote for Confirmit in March 2013. What steps are you taking to create a single view of the customer so that you can deliver a more-personalized customer experience? None? Don’t worry! You''re not alone. Why is this important? How do we achieve that single view of the customer?
Forrester
APRIL 6, 2015
'What''s the top imperative at your company? If it''s not a transformation to make the company more customer-focused , you''re making a mistake. Technology and economic forces have changed the world so much that an obsession with winning, serving and retaining customers is the only possible response. We''re in an era of persistent economic imbalances defined by erratic economic growth, deflationary fears, an over-supply of labor, and surplus capital hunting returns in a sea of record-low interes
Heart of the Customer
APRIL 8, 2015
'As a CX profession we’re addicted to surveys. We want to know more about our customers, and a survey is our first response. A survey by itself is neither good nor bad. But what we forget is the unintended side effects of our surveys. Remember – how you survey your customers is another part of your customer experience. […]. The post It’s time to rethink transactional surveys appeared first on Heart of the Customer.
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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?
InMoment XI
APRIL 9, 2015
If you’ve played any of the Call of Duty games you might be familiar with Activision. What you might not know is how Activision uses the voice of the customer through their CX program to actively solicit feedback to improve the gaming experience. Applying customer feedback allows the company to create a better customer. View Article.
Dennis Snow
APRIL 8, 2015
The only way that we can consistently delight our customers is if we are truly present for them – truly “in the moment.” If we’re not in the moment, we miss the visual, verbal, or even written clues customers are constantly giving us, and we end up processing customers through our systems. And no […].
Forrester
APRIL 10, 2015
'On a recent podcast with my colleagues Deanna Laufer and Sam Stern , I was asked about the difference between business-to-consumer ( B2C ) and business-to-business ( B2B ) customer experience ( CX ). My answer is what I believe is the problem that vexes CX professionals trying to establish CX programs in B2B firms: In a given account there isn't one "customer"; there are many stakeholders whose interactions with the firm must help them be successful in their work.
Think Customers
APRIL 8, 2015
'Within the past few years, cloud computing has gained traction in the retail space as a means to provide a seamless customer experience. Stitching together customer touch points across brick-and-mortar stores, ecommerce, and call centers continues to be a major obstacle for retailers. But cloud computing offers a possible solution by allowing companies to connect various databases and deliver services at minimal capital expenses.
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InMoment XI
APRIL 9, 2015
If you’ve played any of the Call of Duty games you might be familiar with Activision. What you might not know is how Activision uses the voice of the customer through their CX program to actively solicit feedback to improve the gaming experience. Applying customer feedback allows the company to create a better customer.
Up Your Service
APRIL 7, 2015
'A friend of mine, the Head of a Middle School, wrote the following as part of his weekly letter to parents. He is working hard to balance change and innovation demanded by modern times with the tradition and process long revered in student education. His message also rings true for service innovation in business and government organizations: “When Brazil defeated Italy in 1970 for their third World Cup in 12 years, football aficionados claimed it was the greatest team ever with the greatest pla
ForeSee
APRIL 8, 2015
'Short employee engagement and satisfaction surveys seem to be all the rage these days, promising to check the daily or weekly “pulse” of a company’s employees. This lures HR executives in with the enticing promise of brevity—who has time to conduct an annual employee survey, anyway? But before you set your course, ask yourself: are these surveys accurate, reliable and precise?
Think Customers
APRIL 7, 2015
'As companies strive to cater more effectively to the omnichannel customer, many organizations find themselves struggling to find and hire marketers with required technology skills. For instance, while many marketing organizations have a voracious demand for people with analytics skills, just 26 percent of respondents to a global survey conducted by the American Management Association believe they have the ability to meet these requirements.
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.
InMoment XI
APRIL 9, 2015
If you’ve played any of the Call of Duty games you might be familiar with Activision. What you might not know is how Activision uses the voice of the customer through their CX program to actively solicit feedback to improve the gaming experience. Applying customer feedback allows the company to create a better customer.
Myra Golden
APRIL 9, 2015
The name is what draws people to the restaurant. Kd’s Southern Cuisine, owned by NBA MVP Kevin Durant. The name, more specifically, the owner is the sole reason I chose to dine at Kd’s. Kd’s looks like an unpretentious café in a new development, but it’s actually a fine restaurant flawlessly delivering southern cuisine, ambiance and a jaw-dropping customer experience.
transcosmos Information Systems
APRIL 10, 2015
Customer service is mainly dependent on the people who deliver it. Sure you have the channels that will ensure quality customer service, but it will not run as efficiently if not for the people behind it. Hence, hiring the right kind to be part of your customer service team is very essential. When looking for customer service reps, you carefully filter the applicants who carry the best qualities and skills that meet the requirements of the job.
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