Sat.Jun 13, 2015 - Fri.Jun 19, 2015

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Engaging the Entire Company in Becoming More Customer Centric

InMoment XI

We sat down with customer experience executives from three different industries to discuss how they align their companies to foster a culture of customer centricity, from the frontline to the C-Suite. Joyce Clark Sarnacki of Bangor Savings Bank said that her organization has seen success through the establishment of “Customer Experience Champions” in each branch and department.

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Report: Economics of Net Promoter, 2015

Experience Matters

We just published a Temkin Group report, Economics of Net Promoter, 2015. Here’s the executive summary: Net Promoter ® Score (NPS ® ) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? We asked thousands of consumers to give an NPS to 293 companies across 20 industries, and then we examined the connection between NPS and four key areas of loyalty.

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Improve the Customer Experience In 60 Minutes or Less

Experience Investigators by 360Connext

“It’s just so much!” It’s a refrain I hear and live every day. Executives tell me: There is usually so much we COULD do with customer experience. We want to provide more, better, faster…but in order to do that for our customers we have to change entire legacy systems, hire totally new teams, and shift budget dollars from one place to another.

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Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all!

ijgolding

Doing what I do for a living, I am not easily shocked when I am exposed to unsatisfactory Customer Experiences – either my own, or those that are shared with me. This week, a good friend of mine shared a video clip that almost made me spit out the mouthful of coffee I had just supped! The video served as an extremely powerful lesson of the damage that FAILURE to deliver the experiences that customers EXPECT from a brand can do.

Hotels 202
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From Data to Decisions: Maximizing Retail Potential with 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.

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Video: Engaging the Entire Company in Becoming More Customer Centric

InMoment XI

We sat down with customer experience executives from three different industries to discuss how they align their companies to foster a culture of customer centricity, from the frontline to the C-Suite. Joyce Clark Sarnacki of Bangor Savings Bank said that her organization has seen success through the establishment of “Customer Experience Champions” in each branch and department.

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What Does Your Brand Stand For? No, Really.

Kerry Bodine

Have you seen the website Honest Slogans ? Its clever creators juxtapose well-known brand logos against taglines that would make their respective brand managers cringe. My favorites include: Best Buy : Try it out before buying it on Amazon. Gillette : We’re just going to keep adding more blades. WebMD: Convince yourself that you have a terminal illness.

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Interview: Why Marketing Should be the Orchestrator of Customer Experience Design

Storyminers

photo credit to Igor Bulgarin / Shutterstock.com Managing principal at Storyminers and experience design expert, Mike Wittenstein, shares his views on how marketing can take the lead on transformational change: Marketing leaders are perfectly positioned to orchestrate their company’s customer experience-led future, but must put more emphasis on internal communications and designing a framework for […].

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Video: Driving Volume in 2016 and Beyond

InMoment XI

The drive for increased volume is relentless. Sales targets inevitably go up but rarely decrease. So where’s the growth going to come from? How are we going to hit the targets? The used market presents us with opportunity. Here are a few suggestions that you might find helpful. Until next time. @christravell.

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Book Review – Chief Customer Officer 2.0 – How to Build Your Customer Driven Growth Engine

ijgolding

Unless you have been living in a cave, it will not have escaped your attention that a number of organisations around the world have been introducing a new job title. In fact, they have been doing so for quite some time. Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do!

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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5 Success Lessons from Top Execs at Alibaba and AMEX

Experience Investigators by 360Connext

I had the unique opportunity to be part of a small crowd of business leaders invited to a special event hosted by American Express. American Express CEO Ken Chenault and Jack Ma, Founder of Alibaba , sat on a small stage and asked each other a few questions about small business, customer-first leadership, and the future of innovation. They both struck me as incredibly sincere and authentic.

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Gain the Respect of Your Team by Being Wrong

Steve DiGioia

This original article was written by Steve DiGioia. As a manager, supervisor or leader of a team or department, we are always right. We always make the correct decisions, we always lead the team in the right direction, and we are the most qualified persons with all the answers. How wrong can this thinking be? Once we believe all this rhetoric we are […].

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Video: Engaging the Entire Company in Becoming More Customer Centric

InMoment XI

We sat down with customer experience executives from three different industries to discuss how they align their companies to foster a culture of customer centricity, from the frontline to the C-Suite. Joyce Clark Sarnacki of Bangor Savings Bank said that her organization has seen success through the establishment of “Customer Experience Champions” in each branch and department.

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The Art of Customer Service

AskNicely

The one secret to turning your customers into raving fans and stop million dollar mistakes. The world has been preaching the importance of customer service more than the Bible itself and yet I see company after company running into the same critical mistakes. You read complaints in the newspaper, you see them on the news and in the connected society we have become, customer service needs to stop being an afterthought.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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Capitalize on Annual Planning to Manage Customers as Assets

Customer Bliss

Annual planning is a missed opportunity for driving customer profitability inside the corporate machine. The silos usually pick their projects and plan their budgets independent of one another. Without common accountability targets, actions will continue to be planned tactically, based on the individual annual plans of the silos. Companies need an ongoing roadmap to define where they want to make progress in customer profitability, customer loyalty, and customer experience delivery.

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When the Going Gets Tough.

CX Journey

Image courtesy of Dana Lookadoo When the going gets tough, does your company give up? Or does it get going? You're a customer experience professional, right? Even if you're not, I think you'll appreciate this story/post. How much does the following scenario describe your company? You've made some strides with your customer experience initiatives. You've gotten buy-in from (some) executives, or so you've been told.

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Video: Driving Volume in 2016 and Beyond

InMoment XI

The drive for increased volume is relentless. Sales targets inevitably go up but rarely decrease. So where’s the growth going to come from? How are we going to hit the targets? The used market presents us with opportunity. Here are a few suggestions that you might find helpful. Until next time.

Video 200
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Register for Customer Journey Mapping Workshop

Experience Matters

Sign up for Temkin Group’s hands-on workshop in. Boston on July 22 & 23: . Mapping and Improving Your Customers’ Journey.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Pet Peeve #2 – Not Returning Emails

Steve DiGioia

This original article was written by Steve DiGioia. I used to always keep a bunch of quarters in my car, just in case. In case I ever got stuck, in case I got in an accident, or in case I felt like pulling on the side of the road to call someone. There were pay phones back then… What’s a pay phone you […]. The post Pet Peeve #2 – Not Returning Emails appeared first on Steve DiGioia and was written by Steve DiGioia.

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Aligning the Organization Around the Customer with Customer Rooms

CX Journey

Image courtesy of potiondesign Is your entire company - executives and employees alike - aligned with and around the customer? Do they know who your customers are? Do they understand the customer experience? How are you getting employees immersed in the customer experience? What tools or approaches have you been using? Are you looking for some new tools to help with this?

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Driving Volume in 2016 and Beyond

InMoment XI

The drive for increased volume is relentless. Sales targets inevitably go up but rarely decrease. So where’s the growth going to come from? How are we going to hit the targets? The used market presents us with opportunity. Here are a few suggestions that you might find helpful. Until next time.

Sales 200
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Science Proves What Really Makes People Happy

Beyond Philosophy

Many of us would like to know the secret to lasting happiness. Everyone has ideas of course, and not a few of them involve material items. But science might prove that it doesn’t. Dr. Thomas Gilovich, a professor at Cornell University, believes that material items might provide happiness—but it doesn’t last. The problem is as soon as we have the item, we slowly get used to having it.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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One Company’s Inattention Is Another’s Opportunity

Customers That Stick

A few weeks ago, I stopped by a big box electronics store to make a quick purchase. I had dropped my wife at an appointment and decided to run a few errands until she was done. In this brief trip, I was reminded of how damaging it can be to ignore customers. I was shopping for a Bluetooth speaker system. I had purchased a larger set of Bluetooth speakers two years ago, as we wanted something loud enough to be used in the back yard.

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3 Reasons Why Customer Experience Fails

Michel Falcon Experience

Customer experience is like the pretty woman at the party. The idea of speaking with her sounds amazing, but what’s the best way to approach her?As a consultant and keynote speaker, I’ve seen first-hand that organizations want to better their customer experience and design a strategy that will support this improvement,… Read More».

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Maritz Research and the 2015 AMA Gold Top 50

InMoment XI

When MaritzCX was formed from the merger of Allegiance Software and Maritz Research, it aimed to provide two things: (1) personalized data for each client company, and (2) general market research to help the companies understand the market context of the data they collected. The research expertise of Maritz Research brings credibility and value to. View Article.

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5 Biggest Challenges To Customer Service On Social Media

Win the Customer

Too often social interactions simply fail to live up to customer expectations. Comments, messages, and other info make a lot of noise, but fail to deliver any real value. Extending the ability to deliver customer service across social channels is a strategic opportunity that more and more organizations are turning to, but some key fundamental challenges must be overcome […].

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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“A dirty car hurts you more than a clean car helps you.”

Heart of the Customer

I love this quote from Mark Van Wagenen, Director of Global Customer Experience at Hertz. My friend and client Lori introduced it to me, and it perfectly encapsulates one of the problems we have in customer experience: Are you trying to make your customers love you more or to hate you less? It’s not a […]. The post “A dirty car hurts you more than a clean car helps you.” appeared first on Heart of the Customer.

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Capitalize on Annual Planning to Manage Customers as Assets

Customer Bliss

Annual planning is a missed opportunity for driving customer profitability inside the corporate machine. The silos usually pick their projects and plan their budgets independent of one another. Without common accountability targets, actions will continue to be planned tactically, based on the individual annual plans of the silos. Companies need an ongoing roadmap to define where they want to make progress in customer profitability, customer loyalty, and customer experience delivery.

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Maritz Research and the 2015 AMA Gold Top 50

InMoment XI

When MaritzCX was formed from the merger of Allegiance Software and Maritz Research, it aimed to provide two things: (1) personalized data for each client company, and (2) general market research to help the companies understand the market context of the data they collected. The research expertise of Maritz Research brings credibility and value to.

Software 200