InMoment XI
APRIL 20, 2015
What does customer experience have in store for us in the future? According to MaritzCX experts Dave Fish, Dave Ensing, Michael Allenson, and Michelle Turner, the future is bright for brands that embrace customers’ desires for personalization and human connection. Leading edge companies are already changing their approach to CX–moving from reactive to pre-active and predictive measurement; enabling their.
Experience Investigators by 360Connext
APRIL 21, 2015
'I have a challenge for you. In the next few weeks at your organization, see if you can identify some themes. Keep a tally of how many times the product is mentioned compared to the customer, in any meeting. Be aware of how often product innovation is discussed as its own end goal, without mentioning how it meets the needs of customers. Listen to your salesperson’s product demo or and see how many times “this product,” “our product” or the name of the product is men
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Experience Matters
APRIL 24, 2015
As part of our upcoming celebration of Temkin Group’s 5th year anniversary , I took a look at the readership levels on the Customer Experience Matters ® blog over the previous five years. Here the five most popular posts: Free eBook: The 6 Laws Of Customer Experience (July 2008). Although this eBook was published more than five years ago, it is the most popular content over the previous five years.
ijgolding
APRIL 21, 2015
'Do you work for an organisation that aspires to ‘put the customer first’? Have you listened to senior leaders in your business talk about the importance of ‘being customer centric?’ Does your company have a ‘value’, or ‘vision’ or ‘mission’ that makes reference to ‘focusing on the customer’?
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 22, 2015
Automotive Industry Readers: For this week’s post I would like to introduce you to my colleague Dr. Dave Fish. Not only is Dave a first-class researcher but he is a preeminent forward thinker in the area of customer experience. He also headed up our auto practice a few years ago so he has a great.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Matters
APRIL 21, 2015
'We just published the 2015 Temkin Forgiveness Ratings , the fifth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate the level of forgiveness earned by 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 ( download sample file ).
Customer Bliss
APRIL 23, 2015
'In challenging times, beloved companies make decisions grounded in humility and grace, offering resolutions that honor customers, and show an intention to mend the relationship. Five decisions contribute to the delivery of a meaningful apology. That’s why deciding to “say sorry” is the final decision in my book, “I Love You More Than My Dog.”. 1.
InMoment XI
APRIL 22, 2015
Automotive Industry Readers: For this week’s post I would like to introduce you to my colleague Dr. Dave Fish. Not only is Dave a first-class researcher but he is a preeminent forward thinker in the area of customer experience. He also headed up our auto practice a few years ago so he has a great. View Article.
ijgolding
APRIL 20, 2015
'I have written many times in the past about the need for organisations who desire to become more Customer Centric to acknowledge the need for TRANSFORMATION. Transforming a business culturally, behaviorally and systemically is an enormous, long term challenge for the majority of companies all around the world. To truly transform, individuals and companies need […].
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Experience Matters
APRIL 23, 2015
'Next Tuesday, April 28th , will be the 5th anniversary of this post: Introducing Temkin Group, Customer Experience Transformation Consultancy. That’s when we launched Temkin Group. It’s been a great five years and we are looking forward to celebrating the day with all of our clients, partners, and research followers. We invite you to participate in some of our activities to celebrate this wonderful milestone: Help us donate to charity.
CX Journey
APRIL 21, 2015
'Image courtesy of xianrendujia What do your employees know about customer experience? I''ve been talking about the importance of employees to the customer experience since my days at J.D. Power and Associates 20 years ago; sadly, in the heat of customer experience design efforts, employees are still forgotten. Company executives say: " We''ll collect feedback from employees later.
InMoment XI
APRIL 22, 2015
Automotive Industry Readers: For this week’s post I would like to introduce you to my colleague Dr. Dave Fish. Not only is Dave a first-class researcher but he is a preeminent forward thinker in the area of customer experience. He also headed up our auto practice a few years ago so he has a great.
Who's Your Gladys?
APRIL 22, 2015
'Since Marilyn Suttle and I first started talking about writing a book about customer service, our focus has been compassion. When someone feels compassion, they’re able to understand another’s point of view, an important part of creating connected, positive relationships. We believe that if compassion showed.
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Beyond Philosophy
APRIL 23, 2015
Two billion people now use smart phones, and in America, for at least two hours a day. Many Customers only Customer Experience with you might be a Mobile Experience. How will they feel about yours? What does your app say about you? The Economist’s recent article, “ Planet of the phones ” describes the smartphone as the defining technology of the 21st Century.
CX Journey
APRIL 24, 2015
Image courtesy of Peanut1371 How's your customer experience transformation coming along? I'm sure you've heard (or recall) Hans Christian Andersen's story, The Ugly Duckling. If not, here's a quick refresher: It's the story of a baby swan who suffers abuse from his barnyard companions because of how he looks, i.e., he's assumed to be a baby duckling, and an "ugly" one at that; until one day, to everyone's (including his) surprise, he matures into a swan, deemed to be the most beautiful bird of a
InMoment XI
APRIL 20, 2015
What does customer experience have in store for us in the future? According to MaritzCX experts Dave Fish, Dave Ensing, Michael Allenson, and Michelle Turner, the future is bright for brands that embrace customers’ desires for personalization and human connection. Leading edge companies are already changing their approach to CX–moving from reactive to pre-active and predictive measurement; enabling their.
PeopleMetrics
APRIL 24, 2015
In working with CultureMetrics clients, we’ve found the common painpoint for many companies is the “How We Work Together” dimension. It’s not hard to understand why. Inside the walls, cubicle to cubicle, department to department—there are an awful lot of internal interactions to get right. But if we want to improve how we move customers through our businesses, then we need to focus on how we work together.
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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?
Wired and Dangerous
APRIL 20, 2015
'You take your car in for regular maintenance and your body in for a physical exam. Women get a mammogram; men get a PSA check. The optometrist checks your eye sight; the audiologist your hearing and your dentist checks for cavities. What about the service you provide to your customers? Does it get a regular check-up? We have been working to create a short, but important check-list to review how you are doing.
Beyond Philosophy
APRIL 21, 2015
How you feel at any given moment has a big effect on what you do. When someone is feeling happy, they may react to a situation much differently than they would when they feel stress. This is why in my new ebook Unlocking the Hidden Customer Experience: Short stories to ensure remarkable success we discuss the design of emotions into a Customer Experience.
InMoment XI
APRIL 20, 2015
What does customer experience have in store for us in the future? According to MaritzCX experts Dave Fish, Dave Ensing, Michael Allenson, and Michelle Turner, the future is bright for brands that embrace customers’ desires for personalization and human connection. Leading edge companies are already changing their approach to CX–moving from reactive to pre-active and predictive measurement; enabling their.
Sampson Lee
APRIL 19, 2015
'On a typical summer day in Hong Kong, the weather is hot and humid with lots of sunshine. I take the subway to a business meeting and when I come out of the station, a sudden and heavy rainfall has.
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.
Heart of the Customer
APRIL 23, 2015
Transactional surveys are risky. With so much riding on them, there’s too much temptation to game the system – not just by front-line employees, but by managers as well. But healthcare brings it to a whole new level. As a part of the Affordable Care Act, hospitals are judged on standardized patient experience scores (called […]. The post What really matters in patient experience?
Forrester
APRIL 20, 2015
'One week ago today we Bostonians enjoyed a picture-perfect opening day at Fenway Park. The sun was shining, temps finally warmed up after an abysmal winter, opening ceremonies paid tribute to local heroes like the Richard and Frates families*, and our beloved Red Sox beat the Washington Nationals 9-4. What I love about opening day at Fenway is the optimism, the sense that anything is possible.
Customer Enthusiast
APRIL 22, 2015
'A study by Maritz Research and Evolve24 revealed that of 1,298 Twitter complaints, only 29 percent were replied to by the companies in question. Yesterday, during a phone interview, I was asked, “Why do you think company representatives choose to ignore feedback from customers – whether through Twitter, Facebook, or some other channel?”. My response was that leadership at many companies is primarily concerned with short-term results, while discounting the long-term benefits that result from lis
Think Customers
APRIL 22, 2015
'In today''s hypercompetitive market, emotional branding has become an important part of a brand''s ability to win loyal customers. Technology advances and saturated markets have made many products and services interchangeable. And competing solely on price is an unreliable strategy. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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Myra Golden
APRIL 21, 2015
I dine out with clients regularly. And when it’s time to select a restaurant or order my entree, the subject often comes up: Why did you become a vegetarian? I don’t mind the question at all. I love sharing my story of why I became a vegetarian. Vegetarian Sushi from Osaka in Tulsa for my daughter’s 15th birthday. Last year I did a 5-day juice cleanse to rid my body of toxins and to help me lose a few pounds.
Forrester
APRIL 24, 2015
The Folly of A UX Youth. Several years ago, when I was writing my book The User Experience Team of One , I tucked the following footnote into an early draft: "An alphabet soup of acronyms have been adopted as shorthand for user experience. Which one you use depends largely on what term your organization or local professional community has adopted to talk about user experience.
Maz Iqbal
APRIL 23, 2015
Are UK Supermarkets Conning Customers? According to the press, the consumer watchdog Which? has been investigating the UK’s dominant supermarket chains for the last seven years. Based on the ‘findings’ Which? put forth a super-complaint against the supermarkets. A super-compliant is not something that is done lightly. So what is the basis of this super-complaint?
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