InMoment XI
MAY 15, 2015
Today, businesses of all types have an obsession with benchmarking. Whether the focus is NPS score rankings, JD Power awards, or another competitive CX measuring stick, companies are hyper-focused on benchmarks. Why are businesses so obsessed with benchmarking, and what results does that obsession create? Benchmarking can be very helpful to companies and their management.
Experience Matters
MAY 12, 2015
We just published a Temkin Group report, The State of the CX Management, 2015. This is the sixth annual benchmark of CX activities, competencies, and maturity levels. Here’s the executive summary: For the sixth straight year, Temkin Group surveyed nearly 200 large companies to evaluate the state of their Customer Experience (CX) management. This year we found an abundance of CX ambition and activity.
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Experience Investigators by 360Connext
MAY 14, 2015
Running a business can stink. You have way too many things to worry about! If you don’t pay the bills, nobody does. If you’re not making money, there’s no way to pay those bills. Prioritizing tasks can seem nearly impossible when they’re piling up on you. And when we feel overwhelmed, many of us tend to leave these priorities up to the crisis du jour.
ijgolding
MAY 14, 2015
I am going to start this post with a question you might find a little obvious – ‘do you know what the PURPOSE of your business is?’ Whilst it may be an obvious question, it is a remarkably important one. It is also a question that, from experience, I know many people find difficult to answer. Being very conscious of the continued risk of stating the obvious, it is extremely important for any organisation to have a real sense of clarity and understanding of the reason why they
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InMoment XI
MAY 13, 2015
“Ipsa scientia potesta est” This was the first Latin phrase I learned in Mr. Bertollo’s 7th grade Latin class. I memorized it in an attempt to impress the cute girl in the first row. The girl moved on, but the phrase stayed with me. Knowledge itself is power. I never really knew the prophetic power.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
MAY 11, 2015
There are plenty of legal risks that could become serious problems within your business. These legal risks include many points that relate to complaints about misrepresentation or items that are not working as well as possible or even issues relating to injuries and other common threats. It is clear that people are often going to take legal action against you if they feel that you have not taken care of them the right way or if you are mislabeling your work in some manner.
Customer Bliss
MAY 14, 2015
A successful Chief Customer Officer/Customer Leader can: Bring folks together who don’t normally work together. Establish clarity out of the complexity that surrounds who does what on projects for “customers.”. Break the work into manageable chunks so that it doesn’t get abandoned. Develop “ownership” of the work by the operating areas. Consider their success as enabling the operating areas to focus and change.
InMoment XI
MAY 13, 2015
We get asked a lot when designing global CX programs “Do you use exactly the same questionnaire around the world or can we vary it up a little bit? What’s the best way to do this?” I had a chance to sit down with Paul Herdman, MaritzCX’s global automotive design expert, and asked him that.
Who's Your Gladys?
MAY 14, 2015
What does love got to do with customer service? Everything! While in past years, many business tomes and educators advised us to keep the “F word” – feelings – out of business, things have changed dramatically. What keeps customers coming back, and referring all their friends and relatives, is how they FEEL about your company.
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Experience Investigators by 360Connext
MAY 13, 2015
How do you know if your customer experience is working? REALLY working? Analytics and data tell you part of the story. If the numbers go up, then you can believe things are working, right? And if the numbers tell you a different story, then you better shape up your experience. But the world is changing very, very quickly. We are adapting to new ways of working and serving customers.
Customer Bliss
MAY 12, 2015
Many companies try to copy the actions that result from beloved companies’ decisions. The fact of the matter is decisions that earn customer love are not easily reached. To achieve the same impact, what enabled the decision must exist. You must get beyond the decision itself and possess what lies beneath it. What is the intent at the core of the decision?
InMoment XI
MAY 15, 2015
Today, businesses of all types have an obsession with benchmarking. Whether the focus is NPS® score rankings, JD Power awards, or another competitive CX measuring stick, companies are hyper-focused on benchmarks. Why are businesses so obsessed with benchmarking, and what results does that obsession create? Benchmarking can be very helpful to companies and their management.
CX Journey
MAY 12, 2015
Image courtesy of dkuropatwa I originally wrote today's post for Intradiem. It appeared on their blog on November 20, 2014. What is storytelling, and why is it an important tool to have in your CX Toolbox? In a post I wrote several months ago, I outlined the 5 Rules for Turning Data into Action for a Better Customer Experience : Centralize, Analyze, Socialize, Strategize, and Operationalize.
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.
Beyond Philosophy
MAY 14, 2015
People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Parature is a research and advisory firm specializing in communicating service-centric best practices. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of
Customers That Stick
MAY 13, 2015
In the Temkin Group’s 2015 Experience Ratings Industry Snapshots, Internet Service Providers were ranked last out of 20 different industries. It’s no surprise; few people love their cable or phone provider, and among the least beloved is Comcast. Comcast announced recently that it will be putting a massive effort behind changing its customer service.
InMoment XI
MAY 15, 2015
Today, businesses of all types have an obsession with benchmarking. Whether the focus is NPS® score rankings, JD Power awards, or another competitive CX measuring stick, companies are hyper-focused on benchmarks. Why are businesses so obsessed with benchmarking, and what results does that obsession create? Benchmarking can be very helpful to companies and their management.
CX Journey
MAY 15, 2015
Image courtesy of chrisinphilly5448 Have you ever had an idea that needs a little boost to get to fruition? Every once in a while, I get some random thoughts and ideas or some things that I question or ponder - and may not necessarily have enough content to write a full post or enough time to develop the concept. I've jotted down a bunch of these thoughts and haven't done anything with 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?
Joe Rawlinson
MAY 13, 2015
Managing a brand on social media, marketers should remember that every criticism offers an opportunity for growth and improvement. Remember the famous story of the pizza chain Domino’s, which enjoyed one of the largest quarterly store sale jumps ever by actively responding to customer negative feedback? Running profiles on social media, it’s inevitable that you’ll receive public and private messages from irritated or annoyed customers, so it’s in your best interest to lea
Win the Customer
MAY 11, 2015
Whether it’s on social media, website content, or on a forum, make sure that anything that comes from your brand is expressive, personable and consistent with your established beliefs. From love to business, trust and gaining one’s loyalty matters. Although there’s no magic formula to building a trusting relationship online, there are a couple of […].
InMoment XI
MAY 13, 2015
We get asked a lot when designing global CX programs “Do you use exactly the same questionnaire around the world or can we vary it up a little bit? What’s the best way to do this?” I had a chance to sit down with Paul Herdman, MaritzCX’s global automotive design expert, and asked him that. View Article.
Michel Falcon Experience
MAY 11, 2015
Does your company try to do too much when you lack a consistent customer experience?When I consult with a company, one of the first things I look for is their level of consistency in delivering a predictable customer experience. More often than not, they are trying to do too much… Read More». The post Is Your Customer Experience Layered Before It’s Consistent?
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Joe Rawlinson
MAY 13, 2015
Managing a brand on social media, marketers should remember that every criticism offers an opportunity for growth and improvement. Remember the famous story of the pizza chain Domino’s, which enjoyed one of the largest quarterly store sale jumps ever by actively responding to customer negative feedback? Running profiles on social media, it’s inevitable that you’ll receive public and private messages from irritated or annoyed customers, so it’s in your best interest to lea
Win the Customer
MAY 13, 2015
The customer service industry is complicated. Serving customers is an intensely personal, human interaction. Doing it effectively will test any organization’s ability to manage its most valuable resources, the very people who serve customers. Everything we do (more or less) is bespoke. All our customers are different, and because all of our customers are different […].
InMoment XI
MAY 13, 2015
“Ipsa scientia potesta est” This was the first Latin phrase I learned in Mr. Bertollo’s 7th grade Latin class. I memorized it in an attempt to impress the cute girl in the first row. The girl moved on, but the phrase stayed with me. Knowledge itself is power. I never really knew the prophetic power.
Wired and Dangerous
MAY 11, 2015
We were en route to a meeting and stopped for lunch. We are major fans of McDonald’s French fries—the best on the planet. We also enjoy the Chick-fil-A salads. Luckily the two fast-food restaurants were right next door to each other. We parked between the two and walked first into Mickey D’s for the fries. It was like a human vending machine—fast and functional.
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.
Up Your Service
MAY 13, 2015
When you cannot deliver the service you promised to your customer, what do you do? Let’s face it. We all have days when we disappoint customers for various reasons. It could be a team member calling in sick, the internet goes down, bad weather strikes, an unexpected traffic delay occurs, and so on. We may not always prevent such situations, but we can always do something about them!
PeopleMetrics
MAY 12, 2015
Customer experience darling Zappos recently reported 210 of its employees have resigned. That’s about 14% of their workforce. The exodus stems from an ultimatum issued by CEO Tony Hsieh early this past April. That number might seem shocking at first glance, but in terms of employee engagement strategy , it’s not so bad. A Call to Arms. Let’s back up a bit, and talk a little more about that ultimatum.
InMoment XI
MAY 13, 2015
We get asked a lot when designing global CX programs “Do you use exactly the same questionnaire around the world or can we vary it up a little bit? What’s the best way to do this?” I had a chance to sit down with Paul Herdman, MaritzCX’s global automotive design expert, and asked him that.
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