Experience Matters
NOVEMBER 16, 2015
I just ran into a great (negative) example of my 6th CXtip : Don’t waste customers’ time asking them questions unless you are prepared to act on what they say. We were on vacation at a very nice resort (the name of the resort is not relevant for my discussion). During our second day at the hotel, we received a text message that led to the interaction in the graphic on the right.
InMoment XI
NOVEMBER 16, 2015
As a Master Black Belt at General Electric, I got to see the rise & fall of 6 Sigma. For those of you less than familiar with 6 Sigma, 1) thanks for already proving my point and 2) it’s a data-driven process improvement methodology that seeks to reduce customer defects. (Check out this definition.
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Experience Investigators by 360Connext
NOVEMBER 19, 2015
1. Fall in love with the problem, not the solution. The mantra among leaders of the software company Intuit is to fall in love with the problem, not the solution. Suzanne Pellican, a Design Fellow at Intuit and opening keynote speaker at a conference called Delight, told the story of how 10 years ago Intuit, […]. The post 3 Lessons re: Design Thinking and Customer Delight appeared first on Customer Experience Consulting.
ijgolding
NOVEMBER 16, 2015
On occasion it feels as though certain phrases in the language of business are overused. Take ‘walking in the customers shoes’ for example. What about ‘moments of truth’? Another common one is ‘walking the talk’. Whilst the meaning behind the phrases is perfectly well intended, all too often the words and their meaning are dismissed by those looking for any excuse to resist a focus on ‘the customer’.
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Experience Matters
NOVEMBER 18, 2015
We published a Temkin Group report, 2015 Temkin Loyalty Index. This report ranks the loyalty of consumers to 293 companies across 20 industries. Here’s the executive summary: The 2015 Temkin Loyalty Index evaluates the loyalty of 10,000 U.S. consumers to 293 companies across 20 industries. The Index is based on evaluating consumers’ likelihood to do five things: repurchase from the company, recommend the company to others, forgive the company if it makes a mistake, trust the company, and t
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
C3Centricity
NOVEMBER 15, 2015
Stories exist in all cultures. They have developed down through the ages as a means of transferring knowledge, long before books and now the web enabled their storage. Today’s information-rich world has made storytelling a required talent for CEOs and CMOs alike to develop. And websites and Fan pages now make it a necessary skill for [.]. The post Clues to a Remarkable Brand Story appeared first on C3Centricity.
Kayako
NOVEMBER 18, 2015
Imagine the scenario where you’ve fully prepared for a webinar, your listeners have allocated free time to come and view your presentation for the next 45 minutes, and you’re just about to get started. Then you get a phone call, and it’s a notification to say that a server has gone down and then you realize the service you provide isn’t there anymore; it’s gone.
Steve DiGioia
NOVEMBER 16, 2015
how helping those who reach out to you for advise is rewarding for both This original article was written by Steve DiGioia. Most of us have not had the luxury of a mentor ; someone that “takes us under his/her wing” and patiently shares their years of experience with us in the hopes of setting us straight on the road to success. Frankly, there are not even enough people that are willing to undertake this task in the first place.
InMoment XI
NOVEMBER 18, 2015
Ingrid Lindberg, the founder of Chief Customer, discusses how the more power we give the customer in their own hands through digital technologies, the more CX will have to change.
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CX Journey
NOVEMBER 17, 2015
Image courtesy of Alan Tunnicliffe Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 15, 2015. You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys. They realize the importance of walking in the customer’s shoes in order to understand the experience before they can fix it.
Customer Bliss
NOVEMBER 19, 2015
Using the Customer Room to drive monthly, quarterly and annual accountability is one of the most robust actions that we have been using to align leaders and drive a different kind of taking action. The Customer Room is a tangible depiction of the current customer journey. The Five Competencies come together to tell the story of your customers’ lives.
Steve DiGioia
NOVEMBER 19, 2015
we have plenty of work to do too! This original article was written by Steve DiGioia. Stop complaining about how busy you are or how much work you have to do. You’re not the only one…. Do you have a patent on a full work load? Does your degree refer to you as Dr. of Busy? Do you think you are the only one that the boss expects much from? No you are not…so quit your complaining.
InMoment XI
NOVEMBER 18, 2015
Ingrid Lindberg, the founder of Chief Customer, discusses how the more power we give the customer in their own hands through digital technologies, the more CX will have to change.
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.
Kristina Evey
NOVEMBER 16, 2015
Customer Experiences are generated by the feeling of caring that we deliver to our customers. This podcast describes how to create the feeling that each customer is your most important and favorite customer that you’ll come into contact with. Customer Experiences are generated by the feeling of caring that we deliver to our customers. This podcast describes how to create the feeling that each customer is your most important and favorite customer that you'll come into contact with.
Customer Bliss
NOVEMBER 17, 2015
When you start building your first version of Customer Asset Metrics, all the data may not be perfectly lined up or organized. Establish your first version of the growth or loss of your customer asset and key customer behaviors to watch — using the data you have now. The key is to begin. Then evolve from there. Don’t wait until the systems are all perfect.
Comm100
NOVEMBER 18, 2015
‘I’m sorry.’ The two most inadequate words in the English language. – Beth Revis. Apologies are important, but often times “I’m sorry” is not enough. Just repeating the phrase over and over again will come off as insincere—which can be difficult, because it’s hard to be genuine when you don’t always feel sorry. But there are so many instances in which you have to apologize to a customer.
InMoment XI
NOVEMBER 18, 2015
Ingrid Lindberg, the founder of Chief Customer, discusses how the more power we give the customer in their own hands through digital technologies, the more CX will have to change.
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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?
CX Journey
NOVEMBER 19, 2015
Image courtesy of Crack the Customer Code Have some questions about journey mapping? You're not the only one! I recently sat down with Jeannie Walters and Adam Toporek for a Crack the Customer Code podcast on one of my favorite topics: journey mapping. During this podcast, I answered their questions about customer experience and, more specifically, about journey mapping.
Customers That Stick
NOVEMBER 17, 2015
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Uniphore
NOVEMBER 18, 2015
Clients have huge expectations for accepting incredible encounters of shopping experience across all greater part of the channels they utilize. Giving clients problematic or even run-of-the-mill isn’t an alternative – if clients are unsatisfied or baffled with their omnichannel encounters, they'll escape. Read More.
InMoment XI
NOVEMBER 19, 2015
In a world where data and data analysis are becoming more important every year (or even every day), technical workers need to know the value that they bring to the table. This week’s throwback Thursday is from an article originally published on the Allegiance blog in October 2013. The recent advancements in technology that enable us. View Article.
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Calabrio
NOVEMBER 18, 2015
As customers become more empowered through technology, so must the organizations that serve them. Analytics in the data-powered contact center are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction. “Contact center agents are at the forefront of addressing client needs and have a direct and profound impact on customer experiences.
Beyond Philosophy
NOVEMBER 20, 2015
In this series, professionals share how they embrace the entrepreneurial mindset. See the stories here , then write your own (use #BetheBoss in the post). I was a senior executive with 3,500 people reporting to me globally. I had worked my way up and found my place in corporate life. I had it all: a big expense account, a big budget, and a big salary.
Esteban Kolsky
NOVEMBER 19, 2015
Hilarious, I know. And also, false. We do need knowledge. Now more than anything. I am launching the fourth edition of the knowledge management usage study for customer service to find out how we are doing. Last year we found some morsels of Tiedosta (remember? to know, about knowledge ) that pointed us to maintenance as the weak link in the KM equation and some confusion as to how to deal with communities.
InMoment XI
NOVEMBER 19, 2015
In a world where data and data analysis are becoming more important every year (or even every day), technical workers need to know the value that they bring to the table. This week’s throwback Thursday is from an article originally published on the Allegiance blog in October 2013. The recent advancements in technology that enable us.
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.
Comm100
NOVEMBER 20, 2015
79-year-old Mona Shaw was so livid that she took a hammer to her local Comcast office and smashed up computers and keyboards until her arrest. What inspired such violence in the senior citizen? Shaw had spent days grappling with inferior customer service, only to be left without Internet, television, or phone—and without any idea if or when these services would be reinstated.
Beyond Philosophy
NOVEMBER 17, 2015
Kate Spade New York has their hand in many types of luxury items these days, from handbags to clothing to fragrance to stationery. Their website claims the brand has 175 shops internationally. Something else they have? A great new retail strategy. Consumers for the luxury brand can look forward to a change in their experience. According to Business Insider, the new experience is called a “guest journey” and the sales associate is now their “muse.”.
Win the Customer
NOVEMBER 17, 2015
Your biggest assets are your customer service agents. To ensure those agents are able to provide the best service, you must provide them with the tools to be successful. As a customer service manager, you understand the importance of providing good customer service. Your team’s success can make the difference in the survival of the […].
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