Sat.Apr 25, 2015 - Fri.May 01, 2015

article thumbnail

Very Grateful For 5 Wonderful Years!

Experience Matters

Exactly five years ago, we launched Temkin Group with the blog post Introducing Temkin Group, Customer Experience Transformation Consultancy. It’s been a wonderful five years, and we’re very lucky to have had such great employees, clients, and collaborators. Thank you to all of the people who have followed this blog, read our reports, purchased corporate subscriptions, attended our workshops, participated in our research, used our advisory services, followed the Temkin Ratings, and

Groups 255
article thumbnail

5 Ways Kimpton Builds Great Customer Experiences

Experience Investigators by 360Connext

As readers of 360Connext are aware, microinteractions help form an integral part of any customer experience. Microinteractions are those little parts of the customer experience, often overlooked by organizations, that can have a big impact on the customer’s experience, such as the phrasing of an email, the verbiage on a sign, or the greeting an organization uses when answering the phone.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Stop Kidding Yourself! Are You Interested or Committed to Delivering Amazing Customer Service?

Kristina Evey

“I’d kill to have a golf swing like that!”. “I’d do ANYTHING to lift that much weight and look like that!”. We’ve all heard, and made, statements like this about something in either our personal or professional lives. But really, we are all a bunch of liars. Committed to Service. Yes, that sounds extreme, but let me explain… I’ll tie this in to Customer Service and the Customer Experience quickly.

article thumbnail

Video: What’s Happening with the Sonic Initiative?

InMoment XI

If you’ve been following the CX Café blog, you’ll know that we did a series a little while back on EchoPark, which is Sonic Automotive’s foray into re-designing the customer experience. My colleague Michael Allenson is working closely with Marti Eulberg, a director at Sonic, at the EchoPark pilot location outside Denver. Michael visited the. View Article.

Video 200
article thumbnail

Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

article thumbnail

Temkin Group: 5 Years of CX Thought Leadership (Infographic)

Experience Matters

As part of tomorrow’s celebration of Temkin Group’s 5th year anniversary , we created an infographic highlighting some of our research over the previous five years. It was fun putting this together and reflecting on all that we’ve done. The bottom line : We’re looking forward to the next five years!

More Trending

article thumbnail

Make a Quick Shift for Inspired Service

Who's Your Gladys?

Sometimes it’s easy to go the extra mile for a customer, and other times it can be a real strain – especially when you’re feeling unmotivated. How can you inspire yourself to excel at service when you’re simply not in the mood.

Customers 172
article thumbnail

Video: What’s Happening with the Sonic Initiative?

InMoment XI

If you’ve been following the CX Café blog, you’ll know that we did a series a little while back on EchoPark, which is Sonic Automotive’s foray into re-designing the customer experience. My colleague Michael Allenson is working closely with Marti Eulberg, a director at Sonic, at the EchoPark pilot location outside Denver. Michael visited the.

Video 200
article thumbnail

Reflecting on Five Great Years of Temkin Group (Video)

Experience Matters

Yesterday we celebrated Temkin Group’s 5th anniversary. We’re truly grateful to all of the many people who have helped us along the way. Here’s a short video that reflects on the previous five years. The bottom line : Thank you, thank you, thank you!

Groups 230
article thumbnail

The Economics of the Customer Experience

CX Journey

Image courtesy of LendingMemo I originally wrote today's post for Confirmit in September 2014. This is a modified version of that post. Not all returns from your customer experience investments are financial. Will that scare your executives? One of the most-frequently-asked questions we hear from companies about listening to customers and, hence, improving the customer experience is: “How can I show ROI for my executives?

article thumbnail

The State of Customer Onboarding 2024

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.

article thumbnail

Build a Listening Machine to Optimize Customer Feedback

Customer Bliss

The information your customers give you includes the broken things blocking your customer reliability. Optimizing customer feedback is one of the most straightforward ways to garner the momentum for customer focus, yet most companies don’t do it in an organized way. You don’t need to spend millions on a “satisfaction” survey. You have the information right at your fingertips.

Feedback 164
article thumbnail

What’s Happening with the Sonic Initiative?

InMoment XI

If you’ve been following the CX Café blog, you’ll know that we did a series a little while back on EchoPark, which is Sonic Automotive’s foray into re-designing the customer experience. My colleague Michael Allenson is working closely with Marti Eulberg, a director at Sonic, at the EchoPark pilot location outside Denver. Michael visited the.

article thumbnail

Content Shock and Content Ignition: A Conversation with Mark Schaefer

Experience Investigators by 360Connext

I think intuitively we all accept we’re inundated with more information and content than anyone can actually process. But do you realize how fast this is building? In just a few years, the amount of information on the web is expected to increase 500%!!! How can anyone break through the noise? I had the great opportunity to discuss this and other ideas with Mark Schaefer , marketing expert and blogger, speaker and author of several best-selling books.

article thumbnail

Why You Can’t Convince Your CEO to Focus on Your Customers

Michel Falcon Experience

Have you ever had to convince your CEO or department leader of the importance of customer experience?How about having to justify the investment in designing, developing, and deploying your company’s customer experience?If you have said “yes” to either of these questions, I have some good news! But I also have… Read More». The post Why You Can’t Convince Your CEO to Focus on Your Customers appeared first on Michel Falcon Customer and Employee Experience Expert.

article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

article thumbnail

You Can NEVER Do Customer Service without Doing Sales

Win the Customer

Have you ever called to speak to a customer service representative who didn’t listen to your problem? Did it sound like the customer support person was reading answers off a page and wouldn’t let you get a word in edgewise? Was your legitimate complaint transferred from one office to another while you were on hold […].

article thumbnail

Salesforce Buyout: My Speculation

Esteban Kolsky

If you are reading this you don’t need to be directed to an article explaining what happened: Bloomberg said that (somehow) it leaked that Salesforce had retained investment bankers to help them evaluate a potential acquisition or buyout. Of course, this meant it was open season for everyone to add fuel to the fire, blood to the feeding frenzy, or — whatever else you add to something else to make it more intense.

CRM 111
article thumbnail

The Official Book Launch and 72 Hours to Claim Gifts

Customers That Stick

The big day is finally here! Today is the official launch of Be Your Customer’s Hero. To celebrate the launch and to try to work our way onto Amazon’s bestseller lists, we are offering incentives if you purchase multiple copies of Be Your Customer’s Hero in the next three days. The breakdown below shows you the levels and the gifts! Spaces between bullets show anything that’s different from the level above it.

article thumbnail

Building Loyalty Doesn’t Need a Card

Beyond Philosophy

Keeping Customers is cheaper than getting new ones. Customer loyalty and retention are goals for most organizations as a result. In the past, some companies’ modus operandi to build their loyalty involved a loyalty card with additional benefits. However, these loyalty card benefits just became part of the offer over time. So now what do we do to build Customer Loyalty?

Loyalty 98
article thumbnail

Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

article thumbnail

For innovative service ask what is the Service Outcome after the Outcome?

Wired and Dangerous

The outcome in grocery shopping is to get the groceries desired as conveniently as possible. But, that is not the final memory the customer has of the grocery store experience. Ever gotten home and discovered two eggs were cracked? Or have a bloody cut of meat soil the birthday card you bought to send to Aunt Molly? Too often the grocery store is in the mix of negative thoughts associated with the “outcome after the outcome.”.

article thumbnail

8 Tried and Tested Ways to Motivate Your Customer Service Team

transcosmos Information Systems

Attending to the demands of the customers every day can burn out even the most patient of customer service reps. And when they begin to feel the weight of it, it can derail your customer service team from focusing on your customers. To be able to keep your customer service team in the path of quality customer support, consistent motivation is vital to pump up their “ready-to-serve” mindset.

article thumbnail

Forget Millennials, Market to Human Beings

Think Customers

Do marketers suffer from an unjustified youth fixation? Teens and young adults are often seen as trendsetters and business bellwethers, particularly in the digital space. But what if chasing after teen opinions is a waste of marketing dollars? There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

article thumbnail

Time to Leave Corporate Life

Beyond Philosophy

I had achieved my goal. I had “made it” by corporate standards. I was a senior executive with a big corner office and a big salary to match. Over 3,500 people reported to me globally, and I had a budget of millions to “improve the Customer Experience.”. So with all of these great things going in my career, why did I want to leave? It’s simple, really.

article thumbnail

Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

article thumbnail

Dan Arielly nails customer empathy

Heart of the Customer

I’m a big fan of Prof. Arielly’s work, such as the book Predictably Irratinoal, and subscribe to his weekly Q&A. His response to a question this week offers great advice to us in CX who are trying to create customer empathy. Dear Dan, I’m an air-traffic controller at a large airport. I don’t work in […]. The post Dan Arielly nails customer empathy appeared first on Heart of the Customer.

article thumbnail

How to Evolve Banking Customer Experiences for Survival

PeopleMetrics

"Evolve or Die". This was the terrifyingly binary challenge Joe Sullivan , CEO of Market Insights delivered to a group of banking execs last Friday at the N.J. Bankers Association G.R.O.W.T.H conference organized by MoSA. Even with many moments of levity throughout the day, there was no escaping the seriousness of the challenges faced by those in attendance.

Banking 68
article thumbnail

Customer Experience with the Internet of Things

Think Customers

As companies continue to gain deeper proficiency using the Internet of Things for a range of applications (to monitor a patient's vital signs in a hospital, for enhanced connectivity between automobiles, drivers, and automakers, etc.), decision-makers will need to pay careful attention to how IoT influences the customer experience. Because as Fusion92 Founder and CEO Matt Murphy recently shared with me, "if there's not a benefit to consumers, you're probably not going to be successful.".

article thumbnail

Why Distributors Should Be Treated Like Customers

Beyond Philosophy

We consult companies in insurance, automotive or other manufacturers that sell through a dealer/distributor agent or any third party. These companies all struggle with the same question as a result of their business model: who is the Customer, the dealer or the end user? The reality is, both of them are. The Distributor Dynamic. Distributors (or Dealers) introduce an interesting dynamic to a business model.

article thumbnail

Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

article thumbnail

How To Be A Great Client: Tales From Both Sides Of The Fence

Forrester

I've had the chance over the years to see both sides of the client/design agency relationship. I began my career at Ralph Appelbaum Associates , a world-renowned museum exhibition planning and design firm, working with clients like the United States Memorial Holocaust Museum , the American Museum of Natural History , and the Museum of African American History in Detroit.

How To 72
article thumbnail

Characteristics of a Value Creator

Middlesex Consulting

Note: This post was written by my fellow member of the CVCI Board of Directors - Ray Sheen. It was posted on April 13, 2015 here. Ray is President, Product & Process Innovation. I have heard people use the phrase, “a culture of customer-centric value creation.” When I ask what that means, the answers become fuzzy. So in the interest of providing a starting point to the conversation, I offer this perspective.

article thumbnail

Finding the Right Inspiration to Transform Your Customer Experience

Think Customers

A few years ago, The Mayo Clinic wanted to design separate consultation and exam rooms to reflect the reality that most appointments consist mainly of conversations between doctors and patients, with less examination time. But there wasn't enough floor space to accommodate the number of separate rooms that it envisioned. Then, inspiration struck from the least likely of places.