InMoment XI
MAY 6, 2015
Selfies. Smartphones. Entitlement. Millennials get a bad rap. Admittedly, we approach the world very differently than our Baby Boomer parents and co-workers. But stereotype slinging isn’t going to help your company connect with this prime market. We at the CX Café have started this blog series, “Ask A Millennial” in hopes of offering your business.
ijgolding
MAY 7, 2015
I get to experience many wonderful things plying my trade around the world. I often have to pinch myself as a reminder that the things I am seeing, touching, hearing, and smelling are real and that they are actually happening to me! Since I became an independent Customer Experience Practitioner in 2012, I have rigorously ensured that I am described as a specialist in my role – not an expert – a specialist.
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Experience Investigators by 360Connext
MAY 4, 2015
I recently had the opportunity to attend San Diego’s Next Generation Customer Experience conference and present a session on the role of mobile in closing the gap in customer experience. The conference attracted some of the biggest names in customer centricity from all over the retail, hospitality, and financial service industries. Each of the 260 attendees was a true expert in customer experience in his or her given field and lived and breathed the customer-first mindset.
Experience Matters
MAY 6, 2015
My tenure as Chair of the Customer Experience Professionals Association (CXPA.org) is over, but my passion for the association has never been stronger. During the Spring of 2010, my wife Karen & I had a “crazy” idea… let’s create a non-profit professional association for the people who call themselves customer experience professionals.
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InMoment XI
MAY 6, 2015
Selfies. Smartphones. Entitlement. Millennials get a bad rap. Admittedly, we approach the world very differently than our Baby Boomer parents and co-workers. But stereotype slinging isn’t going to help your company connect with this prime market. We at the CX Café have started this blog series, “Ask A Millennial” in hopes of offering your business.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CX Journey
MAY 7, 2015
I'm blogging again today (note: I wrote this yesterday but didn't get a chance to publish it) from the Customer Experience Professionals Insight Exchange in beautiful San Diego, CA. The event takes place at the Hotel del Coronado , and if you've never been, it's a wonderful venue. Before you arrive at the hotel, you'll fall in love with the amazing view as you cross the bridge to get onto Coronado Island!
Experience Matters
MAY 5, 2015
We just published a Temkin Group data snapshot, Social Media Benchmark, 2015. This is our annual analysis of how consumers use different social media sites on computers as well as on mobile phones (see last year’s data snapshot ). Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S. consumers about how frequently they use social media on their computers and mobile phones, and we then compared these usage rates to analogous data we collected in January 2012,
InMoment XI
MAY 6, 2015
Selfies. Smartphones. Entitlement. Millennials get a bad rap. Admittedly, we approach the world very differently than our Baby Boomer parents and co-workers. But stereotype slinging isn’t going to help your company connect with this prime market. We at the CX Café have started this blog series, “Ask A Millennial” in hopes of offering your business.
Customer Bliss
MAY 5, 2015
To make sure your customer experience work stays on track, you need to constantly manage these seven inhibitors of customer experience success: Inhibitor 1: Starting with a Mantra, Not an Action Plan . Often companies decide that they want to get some early traction by telling everyone to “focus on customer experience” What happens next is that people realize this is a big corporate priority and begin making plans, creating new scoreboards and taking action.
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CX Journey
MAY 5, 2015
I'm blogging today from the Customer Experience Professional Association's (CXPA) Insight Exchange in San Diego. In addition to the local networking events that local CXPA teams host around the country, this event is the annual membership gathering with an agenda filled with great speakers, awesome member-to-member exchanges of tools and ideas, awards, networking, and more.
Experience Matters
MAY 4, 2015
In a recent post, I published the 2015 Temkin Well-Being Index (TWI) based on a survey of 10,000 U.S. consumers in January 2015. The data showed that U.S. consumers feel slightly healthier, but less financially secure than last year. In this post, I’m examining the TWI by age and gender. As you can see in the chart below: Males tend to have a higher TWI than females.
InMoment XI
MAY 6, 2015
In an age where automotive manufacturing is truly global, the precedent has been set to look at performance across the world to see if the customer experience is measuring up. Are KPIs being hit? Is the experience exemplary? Is it the same, regardless of market? As more manufacturers look at taking their CX program global, View Article.
Michelli Experience
MAY 7, 2015
Nothing is stranger than the truth! In case you missed it, a police officer in North Carolina is suing Starbucks for a spilled cup of FREE coffee. Let me not make light of the fact that the officer purportedly burned himself when the lid popped off his free cup of Starbucks. The officer claims that [.
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.
Michel Falcon Experience
MAY 4, 2015
If you want to deliver a strong, effortless customer experience, you should ensure that it saves your customers time.Sounds obvious, right?If so, why is it that some companies still deliver a rudimentary customer experience, and not a “blink and you’re done” process?Customer experience isn’t just about making our customers happy, although… Read More».
Win the Customer
MAY 3, 2015
Is the customer always right? Does that ultimately really matter? Every business owner or company manager needs to properly understand the needs of the customer because future business depends on it. Isn’t meeting customer needs really the main factor when it comes to the success of the business? If you can’t give what customers want, why […].
InMoment XI
MAY 6, 2015
In an age where automotive manufacturing is truly global, the precedent has been set to look at performance across the world to see if the customer experience is measuring up. Are KPIs being hit? Is the experience exemplary? Is it the same, regardless of market?
Wired and Dangerous
MAY 4, 2015
A guest of the Ritz-Carlton Hotel in Naples was attending a two-day conference. Since his two children had a school holiday and his wife was working, he brought his children with him on the trip. After a nice dinner in the hotel restaurant, the waiter asked if they would like anything else. “Popcorn!” squealed his two kids. They had planned an after-dinner pay-for-view movie for the three of them!
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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
MAY 5, 2015
Why do we do what we do? The simple answer is because of our emotions. I often use the analogy in my presentations that emotions are like little voices in our heads. These little voices are in your Customers’ heads, too, and they are telling your Customers how they feel about their experience–and whether they are going to come back! Emotions are fundamental to Customer behavior in your experience, too, whether you are in business-to-consumer or business-to-business.
Win the Customer
MAY 4, 2015
We’re all heard the saying ‘The customer is always right’, but is that true? Well, it can’t be true because in fact the customer can often be wrong. However, what IS true is that ‘The customer is always the customer’; and regardless of the fact that he might be blatantly wrong, he is still your […].
InMoment XI
MAY 6, 2015
In an age where automotive manufacturing is truly global, the precedent has been set to look at performance across the world to see if the customer experience is measuring up. Are KPIs being hit? Is the experience exemplary? Is it the same, regardless of market?
Maz Iqbal
MAY 6, 2015
Recently I was pitching for new work and the question that keeps coming up came up. This question is alway some form of “What is the single most critical factor in …… ?” Examples include: What is the single most critical factor in coming up with a great strategy? What is the single most critical … Continue reading What Is The Single Most Critical Factor in CRM / CX / Digital Success?
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Bob Hayes
MAY 4, 2015
Customer surveys remain the primary source of customer feedback for many companies, despite the growth in adoption of other customer feedback sources like social media, call center conversations and emails. Customer surveys typically contain structured questions, asking customers to rate their level of satisfaction with their experience. Two popular customer surveys are relationship and transactional surveys.
Win the Customer
MAY 5, 2015
Anticipating needs, learning about the customer and listening to your employees are all keys to customer service success. Are you ready to take your customer service from reactive to proactive? Providing exceptional customer service goes beyond reducing call center wait times or diffusing conflicts with angry customers. If you’re ready to improve your customer service, […].
Think Customers
MAY 5, 2015
Customer experience leaders talk a lot about the importance of providing customers with simple and easy experiences. But in the real world, some customer interactions can be quite complicated. For instance, as customers continue to increase their use of self-service tools to resolve issues they may encounter on their own, the types of customer inquiries that are hitting the contact center are becoming more complex.
PeopleMetrics
MAY 7, 2015
When I was a kid, sometimes at parties or other events, we’d line up for an egg toss. If you’ve never seen one, partners stand a few feet apart and then toss an egg to each other. Partners with intact eggs then take a step back and throw again. George. Why are you writing about egg toss? Well, because I was thinking: If your customer were an egg, what are the odds they’d make it through your customer experience intact?
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.
Forrester
MAY 6, 2015
Last week I stayed in two different hotels in the greater Atlanta area. One was a Ritz Carlton , the other a Marriott. Hearing those two brand names, you might be tempted to assume that the guest experience at the Ritz was far better than the one at the Marriott. But it wasn't, at least not for me. Don't get me wrong, the Ritz was beautiful. But one aspect of the experience there drove me nuts.
Maz Iqbal
MAY 4, 2015
It took me over nine months to get my eldest son to consult Sandra about his shoulder/back pain. It took only one consultation for him to book another four sessions with Sandra. Why? Because Sandra is excellent at what she does. How does Sandra demonstrate her excellence? In her greeting. In how quickly-easily she spots … Continue reading Competency: The Untapped Lever For Improving the Customer Experience And Cultivating Loyalty?
Think Customers
MAY 5, 2015
Every year, we reserve one day in May to celebrate the very person responsible for our existence--Mom! From mother figures to mothers-in-law, and everyone in between, Mother's Day allows us to honor those who've always cared for and supported us throughout life's journey (even though one day clearly cannot compensate for all they've ever done). Thus, with the season in full swing, many brands have launched ad campaigns that commemorate the bond between mother and child.
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