Experience Investigators by 360Connext
MAY 20, 2015
The following is a Best of 360Connext post. What is customer experience? According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy.
InMoment XI
MAY 18, 2015
Over the last five years or so, the increasing prevalence of personal technology devices has brought IT consumerization directly into contact with corporate IT departments. Many consumer products and applications (think smartphones, tablets, Dropbox, Google docs, etc.) enabled knowledge workers to be more productive at work than they were with corporate provided tools.
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Experience Matters
MAY 18, 2015
Do you want to examine experiences through the eyes of your customers? Try using Temkin Group’s SLICE-B Experience Review Methodology. Download SLICE-B Scorecard (.pdf). SLICE-B is an Expert Review (a.k.a. Scenario Review) methodology where you go through a specific scenario with a specific customer type in mind, looking for experience flaws along the way.
Who's Your Gladys?
MAY 22, 2015
After ten amazing days in Italy my passion for customer service is stronger than ever. During the trip, my husband had one request, “No work on vacation!” I tried… really …but I kept finding myself taking notes. After all, I was on buses, trains and planes, in restaurants and hotels, and at museums, shops and markets. I get jazzed by excellent service, and my curiosity kicks in when things fall flat.
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ijgolding
MAY 20, 2015
It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. It fills me with even less joy to have to do so about an organisation that I have previously admired. Regular readers of my blog know by now that I write about the good, the bad and the ugly when it comes to Customer Experience so that others may learn from the experiences that I and people in my networks have.
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
MAY 20, 2015
For the previous five years, we’ve measured effort as part of the Temkin Experience Ratings. This year, we examined 293 companies across 20 industries based on a survey of 10,000 U.S. consumers (see methodology section below). I decided to showcase the results from the effort component of those ratings. Congratulations to Hannaford , Publix , Aldi , Lowe’s , credit unions , PetSmart , Trader Joe’s , Amazon.com , Bed Bath & Beyond , Advance Auto Parts , and Walgreens for e
Experience Investigators by 360Connext
MAY 19, 2015
Understanding what your customers are doing when is such a sexy, intriguing topic. We all want to better comprehend why our customers behave the way they do and when they make certain choices. If we can understand that, then we can understand what and how and when to sell, communicate and appreciate them! That’s why customer journey mapping is such an inviting idea.
Customer Bliss
MAY 19, 2015
Are your employees clear about what you deliver to your customers and why its different? Would ten random employees in your company give the same answer when asked, “What is our purpose?” Clarity of purpose moves people from executing tasks to delivering experiences customers want to repeat and tell others about. Read More: What Defines Your Experience?
InMoment XI
MAY 21, 2015
Let me make a suggestion right out of the gate. While many customer experience practitioners have readily adopted customer journey mapping as a best practice, too many of us look at it as a “once-and-done” activity. We mistakenly see the effort to understand and document the customer journey as almost a checklist step in a. View Article.
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Michelli Experience
MAY 21, 2015
The average person will spend over 99,000 hours at work in the course of their lifetime. Knowing that a sizeable portion of your waking life will be spent on the job, it’s important to find something that you enjoy. It’s time to take control of your job and get the results that you want to [.
CX Journey
MAY 20, 2015
Image courtesy of Pierre Metivier I originally wrote today's post for Confirmit in May 2013. I've made some modifications. How do you make sense of your customers' words? There are not only a ton of different customer listening posts these days, but the types of customer data are equally as varied and voluminous. Data come in all different shapes and sizes: structured, unstructured, solicited, unsolicited…oh my!
Customer Bliss
MAY 21, 2015
In uncovering the intention and motivation of beloved companies, what becomes clear is that these companies defy traditional practices. They resist restricting customers and employees with a set of rules and regulations. In manufacturing, where friction between workers and management is almost unavoidable, it was reduced by a decision to build a partnership.
InMoment XI
MAY 21, 2015
Let me make a suggestion right out of the gate. While many customer experience practitioners have readily adopted journey mapping as a best practice, too many of us look at it as a “once-and-done” activity. We mistakenly see the effort to understand and document the customer journey as almost a checklist step in a project.
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 20, 2015
Lately, there has been a fair amount of productive dialogue as to whether service and experience are the same thing, i.e. a rose by any other name. It’s pretty well understood that service is a component of overall experiential value delivery. Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is j
CX Journey
MAY 22, 2015
Image courtesy of chrisinphilly5448 In your CX work, do you focus on the big picture or just on the task at hand? At the CXPA Insight Exchange in San Diego a couple weeks ago, the keynote speaker for the first day of the event was Derrick Hall, President and CEO of the Arizona Diamondbacks. I wasn't really sure what to expect; was this going to be another Moneyball-type speech?
Customers That Stick
MAY 22, 2015
We wish that changing a customer service culture could be like turning a Jet Ski®. We slam the steering handles hard to the side, the Jet Ski® turns around almost on a dime, and within moments, we are speeding the other way at full speed. Sure, the turn is tough, and the sudden motion jerks both body and watercraft hard, but for a short, intense effort we are rewarded with a quick and complete turnaround.
InMoment XI
MAY 21, 2015
Let me make a suggestion right out of the gate. While many customer experience practitioners have readily adopted journey mapping as a best practice, too many of us look at it as a “once-and-done” activity. We mistakenly see the effort to understand and document the customer journey as almost a checklist step in a project.
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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?
Bill Quiseng
MAY 18, 2015
This week’s guest post is from Rhonda Basler , director of Customer Engagement at Hallmark Business Connections. I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here. I am convinced that if you commit to following consistently these five essentials, you will Deliver the World’s Best Customer Experience. .
Beyond Philosophy
MAY 21, 2015
Chipotle just announced they removed all the ingredients from their menu items that contain genetically modified organisms (GMOs). In a two-year process prompted by consumers’ growing concerns about the safety of long-term consumption of GMOs, Chipotle’s leadership feels this is about transparency and trust as much as health. Two years ago, the fast-casual chain revealed that GMOs permeated their menu, advising diners wishing to avoid them to order the pork carnitas, sour cream, and guacamole.
Wired and Dangerous
MAY 18, 2015
Customers today start young wanting everything their way. A teddy bear is now Build-a-Bear workshop. The perennial Barbie doll has become accessorize-Barbie online. Even American Girl dolls now come with matching outfits for “mommy.” Want to decorate your new cell phone? There is a huge after-market industry enabling customization, from desktop stands to protective covers to ringtones.
InMoment XI
MAY 20, 2015
A few weeks from now in Germany, we have the kick-off meeting for a certain automotive manufacturer’s global CX program. All regions of the world will be represented, either in-person or via teleconference. One of the main issues that will be discussed is global governance. But what is global governance, and why is it so. View Article.
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Michel Falcon Experience
MAY 21, 2015
Is your company still busy wondering about the ROI of social customer service?Venture Beat published an awesome post on KLM, the European airline, on how their 150 social media customer service agents have generated annual revenue of $25 million through social media. For many social media pioneers this doesn’t come as… Read More». The post KLM and the Profitable Social Customer Service Agent appeared first on Michel Falcon Customer and Employee Experience Expert.
Beyond Philosophy
MAY 19, 2015
Having a great Customer Experience is no accident. Companies that excel in providing a great Customer Experience engaged in lots of deliberate designs to make their experience what it is today. Most importantly, those that are most successful have a special focus on the hidden experience, the emotional and subconscious parts of the experience that affect the behavior of their Customers.
Heart of the Customer
MAY 20, 2015
Who, exactly, is your customer? That might sound like a dumb question. We’re in customer experience. We’d better know the answer to that question! But for some, it’s not so easy to answer. B2B2C companies in particular often struggle with this. When your service is delivered through agents it’s easy to get confused. Is the agent my customer, […].
InMoment XI
MAY 20, 2015
A few weeks from now in Germany, we have the kick-off meeting for a certain automotive manufacturer’s global CX program. All regions of the world will be represented, either in-person or via teleconference. One of the main issues that will be discussed is global governance. But what is global governance, and why is it so.
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.
Ian Williams
MAY 18, 2015
Over the past few years, there has been increasing discussion around the importance of emotions in the development of customer experiences. And quite right too. When we have had a particularly positive or negative customer experience as a consumer, our emotions are brought fully into play. However different business disciplines that can be utilised to look at improving the customer-servicing processes within a company, such as Lean, Six Sigma or Systems Thinking, can often fail to embrace the im
Beyond Philosophy
MAY 22, 2015
Last week the UK elected a new government. All the polls leading up to the election said it would be a Hung Parliament, i.e. no one political party would be the outright winner/have a majority. On election night the Conservatives won a majority—a great shock to everybody! So why did people say they were going to vote one way and then change their mind?
Nimble
MAY 20, 2015
One of our associates is preparing to send her child, Evan, off to a 3-week overnight summer camp for the first time. Over the past few months she’s shared how the family went about selecting the right camp for them, and then the amazing job the camp did managing the experience after the selection and [.].
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