The Sorcerer’s Apprentice Generation
InMoment XI
JUNE 10, 2015
I don’t care what companies know about me, I’m really not that interesting. This is what Nina, my 20-something running friend, mentioned the other day on one of our longer jaunts.
Sat.Jun 06, 2015 - Fri.Jun 12, 2015
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Walmart’s Pay Increase Will Probably Lower Costs
Experience Matters
JUNE 11, 2015
Walmart recently announced that it plans to raise wages for more than 100,000 of its managers and employees in specialized departments. Why would the “everyday low prices” retailer add a ton of new costs to its ongoing operations? I want to explore a hypothesis that this move will actually lower Walmart’s long-term costs. I know it sounds counter-intuitive; how do you lower costs by spending more?
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Transformational Leadership – the key to unlocking the competencies of Customer Experience Professionals
ijgolding
JUNE 9, 2015
If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis. Over the years I have had the pleasure of meeting and working with a large number of CXPs.
Leveraging the Concept of G.L.U.E. to Improve the Customer Experience
Experience Investigators by 360Connext
JUNE 9, 2015
Gartner released research that showed by 2016 that 89% of companies will compete mainly on the customer experience they provide. To demonstrate how the experience has grown in importance, that number was 34% back in 2011. The challenge for today’s business is how to differentiate the experience they provide and stand out in a sea of sameness. The ultimate goal is to win customers and maximize their lifetime value.
The Ultimate Guide to Monetizing Customer Learning
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Lessons From the MoMA for The Car Industry
InMoment XI
JUNE 10, 2015
If you’ve been to the Museum of Modern Art in New York, when you go in you pick up an audio device that allows you to key in the number of the painting you’re looking at. You then stand back and listen to world class curators explain the Monet or Renoir or Pollock you’re admiring. .
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
More Trending
The ipsy Way: How an Online Beauty Business Keeps Customers Happy
Who's Your Gladys?
JUNE 9, 2015
If you’re a woman who’s into trying new cosmetics and beauty products, you probably already know about ipsy. We came across this service-savvy company when their customer care manager Nykki Yeager volunteered her team of service reps to help evaluate our upcoming “Taming Gladys! Creating Fierce Customer Loyalty in Just 12 Weeks” book and coaching program.
How to Increase Marketing Reach: Activate Your Advocates Now!
Experience Investigators by 360Connext
JUNE 8, 2015
Organizations long for brand advocates. Advocates love their products, provide valuable feedback, and want to spread the news about their favorite company to others! Yet many companies don’t really do much for or with the advocates they have. I myself have been invited into special VIP or customer councils that do little else except flood my inbox!
Will the Automotive Good Times Roll?
InMoment XI
JUNE 8, 2015
2015 has been a great year for automotive sales with a 17.1 SAAR (Seasonally Adjusted Annual Rate). This is especially spectacular when compared to the dark days of 2009 when two automotive giants, General Motors and Chrysler, were in bankruptcy and everyone was ratcheting back production to the 10m market reality. While the uptick in.
Customer Math is the First Step in Customer Experience Reliability
Customer Bliss
JUNE 11, 2015
Managing customers as assets is about simple customer math: Incoming Customers minus Outgoing Customers = Net Growth or Loss. It’s the first step to “customer experience reliability,” so how well does your company do it? Rather than talking about customer retention, begin talking about these numbers: Incoming customers. Outgoing customers. Net growth (or loss) of customer asset in the selected period (Incoming Customers minus Outgoing Customers = Net Growth or Loss).
Reimagine Your Communications With A Unified Platform
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Seeing through the Eyes of Your Customer
Michelli Experience
JUNE 11, 2015
Having just finished my new book about Mercedes-Benz and given that I recently spent time with Mercedes-Benz dealers at their annual conference in Las Vegas, I took the liberty of modifying a popular children’s logic puzzle by inserting a Mercedes-Benz E class. Can you solve this puzzle in 20 seconds? What parking lot number is [.
Contamination Alert! How to Purify a Toxic Workplace Culture
Experience Investigators by 360Connext
JUNE 11, 2015
Ever walk in on a couple who is in the middle of a fight? It’s human to want to back away slowly, hoping they don’t see you. It’s awkward and uncomfortable. We don’t like it. Organizational culture can reveal itself to customers in the same awkward and uncomfortable way. If your culture is toxic, that toxicity permeates through to every interaction a customer may have.
The Sorcerer’s Apprentice Generation
InMoment XI
JUNE 10, 2015
I don’t care what companies know about me, I’m really not that interesting. This is what Nina, my 20-something running friend, mentioned the other day on one of our longer jaunts.
The Smartwatch Experience Falls Victim To High Expectations
Kerry Bodine
JUNE 11, 2015
If you’re in the market for computers you can strap to your body, you’ve come to the right future. You can control your PowerPoint presentations by waving your arms , track your vertical drop as you hit the slopes, and keep track of what Fido is up to while you’re at work. Want to take your workouts up a notch? Take your pick of fitness trackers that go in your shoes , in your ears , on your wrist , or around your ankle.
How Retailers Are Transforming Customer Experiences with Data & AI
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 Math is the First Step in Customer Experience Reliability
Customer Bliss
JUNE 11, 2015
Managing customers as assets is about simple customer math: Incoming Customers minus Outgoing Customers = Net Growth or Loss. It’s the first step to “customer experience reliability,” so how well does your company do it? Rather than talking about customer retention, begin talking about these numbers: Incoming customers. Outgoing customers. Net growth (or loss) of customer asset in the selected period (Incoming Customers minus Outgoing Customers = Net Growth or Loss).
CX Journey™ Musings: Do You Know Your Customers' Backstories?
CX Journey
JUNE 12, 2015
Image courtesy of umjanedoan Every customer has a backstory. Do you listen for it? Let's start with defining the term first, as I often do. What is a backstory ? Dictionary.com says that it's: a narrative providing a history or background context , while TheFreeDictionary.com states that it's the experiences of a character or the circumstances of an event that occur before the action or narrative.; the set of background conditions and events leading to a real-life situation; a prequel.
Video: Lessons From the MoMA for The Car Industry
InMoment XI
JUNE 10, 2015
If you’ve been to the Museum of Modern Art in New York, when you go in you pick up an audio device that allows you to key in the number of the painting you’re looking at. You then stand back and listen to world class curators explain the Monet or Renoir or Pollock you’re admiring. . View Article.
20 #CX Statistics Prove Why Customer Service Matters
Win the Customer
JUNE 8, 2015
The call center is evolving. To compete, companies invest in better call center experiences, the right service processes, and system optimization tools. Did you know that almost one in every 25 jobs in the US is within the contact center industry? Pretty thought provoking, huh? But just what does the future hold for the people, […].
Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience
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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?
When Mistakes Happen – Make it Right and Repair the Emotional Connection
Customer Bliss
JUNE 9, 2015
By suspending fear and taking a leap of faith that customers get that we are human and mistakes sometimes happen, beloved companies solve the problem. They repair the connection and earn the right to grow. Read More: Accept Accountability when Things Go Wrong. The Apology Peace Process – Five Actions to Take when Things Go Wrong.
Has Customer Experience Delivered the Goods?
Beyond Philosophy
JUNE 12, 2015
With all the focus on Customer Experience over the years, and the increasing resource that organizations have put into improving the Customer Experience, what have been the results? Trend #1: Is it really getting that much better? The American Customer Satisfaction Index (ACSI) uses an overall U.S. Customer satisfaction score as an indicator of the health of the economy.
The Sorcerer’s Apprentice Generation
InMoment XI
JUNE 10, 2015
I don’t care what companies know about me, I’m really not that interesting. This is what Nina, my 20-something running friend, mentioned the other day on one of our longer jaunts. She went on to say if someone really wanted to know what she read, listened to, or even her location, she really didn’t care, View Article.
Making Happy Customers When Your Experience Is In a Rut
Win the Customer
JUNE 10, 2015
Customer service is the backbone of most businesses, and while we can spend hours pouring over how to deal with difficult customers and how to win mainstream fandom of others; we often don’t take into account a huge factor of “service with a smile–” ourselves. While the strongest trees in the forest are those who […].
11 Tips to Drive Learning Content Consumption
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Four Keys to Crafting an Effective Service Vision
Wired and Dangerous
JUNE 8, 2015
Creating a service vision for your company is vital to ensuring your customers and you have a keen understanding of what you offer and how it is differentiated from today’s hyper competitive market. Crafting an effective service vision reflects a blend of four inputs: 1. Customer loyalty drivers – those performance areas that have the biggest influence on customers’ repurchase and advocacy intentions. 2.
When Mistakes Happen – Make it Right and Repair the Emotional Connection
Customer Bliss
JUNE 9, 2015
By suspending fear and taking a leap of faith that customers get that we are human and mistakes sometimes happen, beloved companies solve the problem. They repair the connection and earn the right to grow. Read More: Accept Accountability when Things Go Wrong. The Apology Peace Process – Five Actions to Take when Things Go Wrong. The post When Mistakes Happen – Make it Right and Repair the Emotional Connection appeared first on Customer Bliss.
Video: Lessons From the MoMA for The Car Industry
InMoment XI
JUNE 10, 2015
If you’ve been to the Museum of Modern Art in New York, when you go in you pick up an audio device that allows you to key in the number of the painting you’re looking at. You then stand back and listen to world class curators explain the Monet or Renoir or Pollock you’re admiring. .
Loyalty Programs!?! We Don’t Need No Stinkin’ Loyalty Programs!!!
Beyond Philosophy
JUNE 11, 2015
Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers. Some companies reach this goal through superior value delivery, built on quality products and services and positive, consistent customer experiences.
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.
3 Reasons Why Customer Understanding Matters for Customer Centricity
PeopleMetrics
JUNE 12, 2015
In customer experience management, we use transactional surveys to guide actions for customer centricity. So for example, after you stay at a hotel, you might take a survey about your stay. If you note that the mattress was “lumpy,” and the man at the front desk “dumpy,” then the hotel can take appropriate actions to address your rhyming complaints.
CX Interview On Designing The Human Machine Interface With Parrish Hanna Of Ford Motor Company
Forrester
JUNE 12, 2015
Parrish Hanna is the global director for human machine interface at Ford Motor Company. Parrish and his team guide the design and development of the Interior Interactive Experiences for all Ford and Lincoln vehicles. Through the synthesis of emerging technologies, consumer understanding, and thoughtful physical and digital design, they ensure clarity, ease of use, meaning, value and safety.
Will the Automotive Good Times Roll?
InMoment XI
JUNE 8, 2015
2015 has been a great year for automotive sales with a 17.1 SAAR (Seasonally Adjusted Annual Rate). This is especially spectacular when compared to the dark days of 2009 when two automotive giants, General Motors, and Chrysler, were in bankruptcy and everyone was ratcheting back production to the 10m market reality. While the uptick in. View Article.
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