InMoment XI
JUNE 1, 2015
Lessons for engaging customer feedback programs from an international flight I recently traveled from India to the United States on Lufthansa Airlines with my dog Zuri. She was going to be alone for almost 24 hours, traveling in the cargo hold. I had a sinking feeling when I kissed her goodbye before our journey.
Experience Investigators by 360Connext
JUNE 3, 2015
Ask any group of customers what they liked about any recent customer experience, and they typically mention the same thing. Although they aren’t things… It’s always about the people. Rachel McCarthy, Vice President of In-Flight Experience for Jet Blue , said during her talk at Next Generation Customer Experience in San Diego that the customer comments often included someone’s name specifically.
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Experience Matters
JUNE 1, 2015
We just published a Temkin Group report, Activating Middle Managers to Drive CX Change. Here’s the executive summary: It’s hard to get any group of employees to change their behavior when their managers are still reinforcing old processes, measurements, and beliefs. Middle managers show up in organizations under a variety of titles, but regardless of the descriptor, they are the ones who execute plans, lead teams, and direct collective efforts to produce results.
Kerry Bodine
JUNE 2, 2015
Many companies embark on customer journey mapping projects without having a clear idea of how they’ll actually use the outputs. At the end such efforts, the CX team has checked “journey mapping” off its to-do list, but is left wondering what to do next…. So before you wander aimlessly into customer journey land, first determine what your primary business objective is for creating a journey map.
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InMoment XI
JUNE 3, 2015
I have a really good friend who frequently jokes that his kids are his retirement plan. He is counting on them doing well in school and getting good jobs so they can take care of him when he retires, because he is not doing a good job of saving. Not only will he rely on.
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
JUNE 4, 2015
Comcast recently announced that it will add more than 5,500 customer service jobs as part of a “customer experience transformation” effort. That’s not the answer to its customer experience woes. Comcast provides terrible customer experience. While I’m pretty sure that most people reading this post are nodding in agreement based on their personal, anecdotal experiences, we actually have data that shows that the company is truly awful.
Who's Your Gladys?
JUNE 4, 2015
Have you ever seen a stressed manager act like a bully? Employees see it. Sometimes customers see it, but even when they don’t witness it directly, they pay the price. As does the company.
InMoment XI
JUNE 3, 2015
If you know the name Chuck Jones you’ll also know that he was one of the most gifted cartoonists of all time giving us such enduring characters as Bugs Bunny, Daffy Duck, Elmer Fudd, and my personal favorite – the Grinch (with his good friend Theodor Geisel aka Dr. Seuss). While in San Diego a few.
Experience Investigators by 360Connext
JUNE 4, 2015
I hosted a webinar last week about digital experience. We’ve developed a process here called Digital Micromapping. This is the next step after customer journey maps in some cases, the first case in others. In the webinar, we covered some of the typical issues we uncover during these micromapping exercises and we shared how to approach micromapping.
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Experience Matters
JUNE 2, 2015
Join Temkin Group’s Engage Employee Movement and help raise the bar on employee engagement. We’re giving out $1,000 for innovative ideas, because great CX requires engaged employees.
Storyminers
JUNE 2, 2015
As a full-time experience designer with 15 years of experience, it takes something pretty spectacular to turn my head. Eye-popping innovation for top-notch service Ebay’s new retail store (an effort with the until now on-line only Rebecca Minkoff store) didn’t just make me turn my head, it made me look twice. The new flagship store is […]. The post Magic Mirror Reflects Major Innovation for the Connected Consumer appeared first on Mike Wittenstein.
InMoment XI
JUNE 3, 2015
CX Café Video Series The company your grandparents or parents worked for probably did not have a specific team dedicated to customer experience improvement. The emergence of customer experience teams and programs is largely a 21st-century phenomenon. But today, in 2015, well into the “Age the Customer,” it’s safe to say that this trend shows no.
Kerry Bodine
JUNE 4, 2015
I’m at the at the Total CX Leaders conference and just attended an excellent seminar from Max Luthy, Director of Trends & Insights at Trendwatching.com. It was so on point for companies looking to innovate the customer experience that I feel compelled to share. Max presented six trends that can help you frame your CX innovation efforts: Dynamic pricing.
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.
Customer Bliss
JUNE 4, 2015
One of the hardest skills is for the company to learn how to work cross-functionally. Silos need to make cross-functional collaboration a part of all they do to ensure that the handoffs across the organization are executed for optimum customer interactions. This will seem to slow people down. They will feel frustrated that they can’t own the entire job as they did in the past.
CX Journey
JUNE 4, 2015
Image courtesy of Margaret the Novice Does "imitate the competition" describe your approach to customer experience design? Are you more focused on what your competitors are doing than on your own business, customers, and customer experience strategy? I feel like some companies are dumbing down their customers and the customer experience. Why do I call it "dumbing down?
InMoment XI
JUNE 3, 2015
I have a really good friend who frequently jokes that his kids are his retirement plan. He is counting on them doing well in school and getting good jobs so they can take care of him when he retires, because he is not doing a good job of saving. Not only will he rely on. View Article.
Kerry Bodine
JUNE 3, 2015
I love a good data graphic. One of my favorites comes from the website Flowing Data (and is replicated in the image above). You can clearly see that the number of Rambo’s kills increased across Rambo Parts I, II, III, and IV. You can also see that in each subsequent movie, Rambo makes a larger percentage of these kills with his shirt on! I nearly died laughing when I saw this graphic for the first time—and I immediately assumed that the reason for this torso trend was Sylvester Stallone’s aging
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Customer Bliss
JUNE 2, 2015
To prevent customer experience breakdown, you need an enterprise view of what is being delivered and a way to bring the pieces together in the development and execution of the customer experience. If you find you’re constantly fixing customer issues, you need to ensure you’re fixing the company at the same time you’re fixing the customer issues. Take a few minutes to assess your current performance in these categories: Closed Loop on Any Customer Issues?
CX Journey
JUNE 2, 2015
Image courtesy of Agpals We advocate hiring for attitude and training for skill, right? Where do you think that attitude comes from? If attitude is defined as: a manner of thinking, feeling, or behaving that reflects a state of mind or disposition (according to The Free Dictionary ), I suppose we need to change the thinking to be: hire for people skills and train for technical skills. or hire for soft skills and train for hard skills.
InMoment XI
JUNE 3, 2015
I have a really good friend who frequently jokes that his kids are his retirement plan. He is counting on them doing well in school and getting good jobs so they can take care of him when he retires, because he is not doing a good job of saving. Not only will he rely on.
Heart of the Customer
JUNE 4, 2015
Two years ago I posted Customer Journey Map – the Top 10 Requirements. Since then, it’s been viewed over 60,000 times at this site, as well as many times on other sites. After a little more than two years I decided to revisit it. While the core philosophy remains consistent, we’ve made a few small tweaks […]. The post Customer Journey Maps – the Top 10 Requirements (Revisited) appeared first on Heart of the Customer.
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Customer Bliss
JUNE 4, 2015
One of the hardest skills is for the company to learn how to work cross-functionally. Silos need to make cross-functional collaboration a part of all they do to ensure that the handoffs across the organization are executed for optimum customer interactions. This will seem to slow people down. They will feel frustrated that they can’t own the entire job as they did in the past.
Customers That Stick
JUNE 3, 2015
Now that Be Your Customer’s Hero is on bookstore shelves and being used by frontline customer service professionals across the country (and the world!) to help them deliver Hero-Class® customer experiences, I wanted to take a moment to publicly thank some important friends and colleagues who played a part in HERO. Many of those listed below were listed in the acknowledgements section of Be Your Customer’s Hero , but so much of the work surrounding a book happens after publication tha
InMoment XI
JUNE 3, 2015
If you know the name Chuck Jones you’ll also know that he was one of the most gifted cartoonists of all time giving us such enduring characters as Bugs Bunny, Daffy Duck, Elmer Fudd, and my personal favorite – the Grinch (with his good friend Theodor Geisel aka Dr. Seuss). While in San Diego a few. View Article.
Win the Customer
JUNE 1, 2015
Showing real value to customers, as opposed to gimmicks or short-term value, is one of the greatest ways to win customers and change your business for the better. Getting the right customers for your business depends on how well you can attract and retain your key demographics. Every business has a “sweet spot” – a […].
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.
Michel Falcon Experience
JUNE 3, 2015
Does your company consider customer service, with all that it entails, a cost centre?If your call centre or customer service team is costing you money, you’re doing it wrong! If you’re doing it right, then your call centre or customer service employees should be earning you a profit. A couple of… Read More». The post Why Customer Service Employees Must Play Both Defense and Offense appeared first on Michel Falcon Customer and Employee Experience Expert.
Esteban Kolsky
JUNE 2, 2015
ICYMM: In Case You Missed Me - things with me or about me elsewhere in the internetz. I have been saying for a very, very long time (back in 2001 I wrote a research note for Gartner, and in 2003 Michael Maoz and I spoke about this already at the conferences… and, oh yeah – in the late 1980s when I was moderating Compuserve forums I gave an interview for PCWeek about them – and I am sure there’s more, but you are bored of hearing me say how awesome I am — even though
InMoment XI
JUNE 3, 2015
CX Café Video Series The company your grandparents or parents worked for probably did not have a specific team dedicated to customer experience improvement. The emergence of customer experience teams and programs is largely a 21st-century phenomenon. But today, in 2015, well into the “Age the Customer,” it’s safe to say that this trend shows no.
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