InMoment XI
APRIL 16, 2015
Ready to make your travel life easier? I need your help. If you are a regular traveler to or from regional airports that employ the diminutive CRJs and Embraers then you are familiar with the dreaded carry-on “gate check” procedure due to their limited overhead baggage capacity. On the surface, this seems great. You mean I don’t have.
Kristina Evey
APRIL 14, 2015
'Understand WHY Customers Remain Loyal to Your Company. Many people assume that customer loyalty and customer satisfaction is based on asking one very important question – What is the likelihood of you referring others to do business with us? This is commonly known as Net Promoter Score, or NPS. On a scale of 1- 10, 10 being the highest likelihood, you delight in the folks that score a 9 or 10, pay more attention to the 6, 7, and 8 scorers, and count on the fact that anyone scoring 5 or
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Experience Investigators by 360Connext
APRIL 16, 2015
'The world is changing, and fast. We’ve come to accept the incredible pace of innovation. But have you thought of how it’s impacting your customer’s expectations ? With the widespread acceptance of apps like Uber and Tinder , customers are demanding more personalized, instantaneous experiences. But many brands aren’t keeping up, leaving the door wide open for competitors to reap the rewards of meeting these demands.
Experience Matters
APRIL 13, 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. Here’s a link to FAQ’s about the Ratings. As a follow-up, we published blog posts that examine the results for each of the 20 industries over the five years of the Ratings.
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
APRIL 11, 2015
Customer experience (CX) professionals, business leaders, and research experts gathered in Vegas this week to attend CXFusion. This year’s conference energized a record number of attendees with insights, connections, and tools for building and extending CX programs that deliver hard business results. Did you miss the conference? Here’s a quick recap of what we experienced.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Who's Your Gladys?
APRIL 13, 2015
'Is your workplace designed to make employees feel like they’re part of something extraordinary? When customers walk through your doors can they tell exactly what your company culture is all about? If not, pay close attention to the methods used by design and facilities management.
Experience Matters
APRIL 16, 2015
'We just published a Temkin Group data snapshot, Media Use Benchmark, 2015. This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot ). Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S. consumers about their media usage patterns and compared the results to similar data we collected in January 2014, January 2013, and January 2012.
InMoment XI
APRIL 15, 2015
Anyone who has spent any time around an automotive manufacturer will know that Apple is held up as an example of something, perhaps, that we should be doing. But what is Apple doing and how can it be applied? At the recent Next Generation CX Conference in San Diego, Tiger Cosmos from Ford shared some.
Customer Bliss
APRIL 16, 2015
'When you make decisions that respect and honor customers, you will earn their admiration; eventually even love. Then customers will begin to grow your business for you. “I Love You More Than My Dog ,” is a reminder that people are bound by emotion to the things they love. They are bound by emotion to behaviors they love. What binds dog lovers to their pets is the constant devotion they receive from them: a warm welcome. caring nature. selfless actions.
Advertisement
Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
AskNicely
APRIL 12, 2015
If you’ve ever been a customer (and you know you have) you’ve probably had an idea or two about how a business or service you use could do better. That barista at your local café could take her lip ring out for starters. The corner store could get cherry blossom Kit Kats back on the shelves. Your bank could send you paperless receipts, that sort of thing.
CX Journey
APRIL 14, 2015
'Image courtesy of muffet68 I originally wrote today''s post for Intradiem. It was published on their blog on October 22, 2014. How well do you vet any process improvements or other changes within your organization before you make them? I''ve used this quote, i.e., Pearson''s Law with my addition in bold below, in posts and presentations several times in the past, but it''s one worth repeating: When performance is measured, performance improves.
InMoment XI
APRIL 16, 2015
Ready to make your travel life easier? I need your help. If you are a regular traveler to or from regional airports that employ the diminutive CRJs and Embraers then you are familiar with the dreaded carry-on “gate check” procedure due to their limited overhead baggage capacity. On the surface, this seems great. You mean I don’t have. View Article.
Customer Bliss
APRIL 14, 2015
'Silo dysfunction is the inability or lack of collaboration inside the corporate machine to link together what it does for and to the customer. Without collectively managing the impact due to silo dysfunction, companies will continue to deliver random and defaulted experiences. Most companies inflict customer pain. Sometimes the end game for customers becomes merely to pick the company that will inflict the least pain.
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Michel Falcon Experience
APRIL 12, 2015
'How is your company making your customer experience effortless for your customers? What features, products, or systems are you creating to make doing business with your company as easy as ordering a pizza from Domino’s?A few years ago, it was mentioned that customer experience was the new battleground for businesses. Today,… Read More».
Beyond Philosophy
APRIL 17, 2015
Employee Experience and Customer Experience are linked. What is affecting one will affect the other. They are like an old married couple—when it works it is beautiful and inspiring; when it doesn’t, it is ugly and bewildering. Both members of this marriage have a voice. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization.
InMoment XI
APRIL 16, 2015
Ready to make your travel life easier? I need your help. If you are a regular traveler to or from regional airports that employ the diminutive CRJs and Embraers then you are familiar with the dreaded carry-on “gate check” procedure due to their limited overhead baggage capacity. On the surface, this seems great. You mean I don’t have.
Win the Customer
APRIL 13, 2015
'Customers today don’t just want more from their products and service providers, expectations really are higher than they’ve ever been. In a recent report by McKinsey, researchers pointed out that nearly 70% of the overall customer experience from a purchase is based on how customers feel they’re treated throughout the purchase process.
Advertisement
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?
Esteban Kolsky
APRIL 13, 2015
If you follow the news you know that GetSatisfaction was acquired by Sprinklr last week ( link to press coverage ). Almost immediately the press and analysts went into congratulatory overdrive on a great step for both of them. Slowly trickled out, and why I try to wait for a few days before publishing reviews, were the not-so-happy postings on the transaction – including this piece on Business Insider today (grain of salt: its business insider – the yellow press of business journali
Beyond Philosophy
APRIL 15, 2015
'Seventeen years after the prophetic Pine & Gilmore book and HBR article “ Welcome to the Experience Economy ” published, we see their concepts gaining momentum. In the past, companies embracing the concept were the exception; now embracing the Experience Economy is the rule. In other words, the idea of the Experience Economy is not just for organizations like Disney, Apple, and the Rainforest Café any more.
InMoment XI
APRIL 15, 2015
Anyone who has spent any time around an automotive manufacturer will know that Apple is held up as an example of something, perhaps, that we should be doing. But what is Apple doing and how can it be applied? At the recent Next Generation CX Conference in San Diego, Tiger Cosmos from Ford shared some. View Article.
PeopleMetrics
APRIL 17, 2015
'Today, we offer a guest post examining customer experience from a digital marketing perspective. This post was penned by Maya Nix, Marketing Content Producer for ClickTale. A recent Gartner survey found that 89% of companies plan to compete primarily on the basis of customer experience (CX) by 2016. With 2016 budgets and marketing plan deadlines around the corner, many digital marketing professionals are finding themselves scrambling to understand more about CX and how they can use it to rise a
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.
Esteban Kolsky
APRIL 16, 2015
TL;DR – My daughter is seeking retribution from me using her as example / stories in my blogs and presentations. Her term is going to globals and is fundraising. Link at bottom. If you want to know how this works out… I have two adorable kids: Gabby (nee Gabriela and AKA Gigi) and Coco (nee Carolina). They are 12 and 9 respectively and its likely you know this somehow.
Beyond Philosophy
APRIL 14, 2015
'Getting the CEO’s support for any initiative is vital, but how do you tell whether his or her commitment is genuine? Over the 13 years I worked on Customer Experience, I learned the tell-tale signs of authentic commitment. Here is my check list of ways to see if your CEO is committed to your initiative. How to Check the Commitment of Your CEO: Count the number of times the CEO mentions Customers in any communication.
InMoment XI
APRIL 15, 2015
Anyone who has spent any time around an automotive manufacturer will know that Apple is held up as an example of something, perhaps, that we should be doing. But what is Apple doing and how can it be applied? At the recent Next Generation CX Conference in San Diego, Tiger Cosmos from Ford shared some.
Andrew Mcfarland
APRIL 14, 2015
'I heard recently that April is Customer Loyalty Month. Perhaps this has always been the case and I am discovering it late. Regardless, let me go on record as saying that declaring April as Customer Loyalty Month is counterproductive. Instead, customer loyalty should coincide with Children’s Day. Let me explain. It must be universal [.].
Advertisement
Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Think Customers
APRIL 14, 2015
'Just as the U.S. population grows more diverse, so must the average company''s workforce. To remain on the cusp of innovation, leaders must conduct an internal audit to explore their brand''s current scope and expand future outreach initiatives. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Ian Williams
APRIL 17, 2015
The term Voice of the Customer is widely spoken about in the Customer Experience world and, alongside Net Promoter Score, Customer Satisfaction and Customer Effort Score, is considered to be one of the most important research techniques/ metrics on offer to CX professionals. That being said, for a few different reasons, it is also arguably the most mysterious and misunderstood of all of the CX measurement techniques.
InMoment XI
APRIL 11, 2015
Customer experience (CX) professionals, business leaders, and research experts gathered in Vegas this week to attend CXFusion. This year’s conference energized a record number of attendees with insights, connections, and tools for building and extending CX programs that deliver hard business results. Did you miss the conference? Here’s a quick recap of what we experienced.
Expert insights. Personalized for you.
305 
Let's personalize your content