Experience Matters
OCTOBER 11, 2016
We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 315 companies across 20 industries based on a study of 10,000 U.S. consumers. Here’s the executive summary: As many large companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, Temkin Group […].
BlueOcean
OCTOBER 10, 2016
Think back, for a moment, a time when you made a purchase of a product, service, or membership that has, for any number of reasons, caused you stress. Maybe the payment didn’t go through, maybe something was broken or malfunctioning, maybe it’s just not what you expected. Perhaps you check the troubleshooting manual or login to the website for FAQs.
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InMoment XI
OCTOBER 13, 2016
In my last article I reviewed what mystery shopping is and how it has been used in the past and today by companies to identify any gaps towards their service standards and metrics. Also I mentioned how the mystery shopping industry continues to change and evolve and provide their clients with valuable information. One such. View Article.
Experience Investigators by 360Connext
OCTOBER 13, 2016
We’re giving our brains a real workout when dealing with customers. We do our best to see the experience from the their perspective, to empathize with their issue and find the best solution, and simultaneously use processes and procedures to move the interaction to its next logical step. We use our own lens to view the experience while trying to […].
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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.
Experience Matters
OCTOBER 13, 2016
In a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success. That’s why organizations must shift to what I’m calling Modernize Leadership. I’m writing individual posts for each of the eight key changes required to modernize leadership.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
OCTOBER 13, 2016
In my last article I reviewed what mystery shopping is and how it has been used in the past and today by companies to identify any gaps towards their service standards and metrics. Also I mentioned how the mystery shopping industry continues to change and evolve and provide their clients with valuable information. One such.
Michelli Experience
OCTOBER 12, 2016
I’ve been doing customer experience design for a long, long time. In the old days, I would have read about some intriguing customer innovation and assumed that the attempted breakthrough was crafted on a firm foundation of customer listening and data analysis. For example, had I read about something like Indian airline, IndiGo’s, recent effort to create a “quiet zone” (no children under age 12 in rows 1-4 or 11-14), I would have assumed a well thought out process.
GetFeedback
OCTOBER 10, 2016
It takes a personalized, customer-centric approach to capture the modern consumer's attention. That's why customer experience is the next frontier.
Steve DiGioia
OCTOBER 10, 2016
take that as a badge of honor! This original article was written by Steve DiGioia. The moment I entered the door he looked at me and smiled. “Good morning, welcome to Dunkin’ Donuts. Are you looking for a great cup of coffee today?” the attendant said. He already had me smiling. “Yes please” I answered. This is not a promotion for Duncan Donuts. It’s just to acknowledge a great employee that works at one of its many stores.
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InMoment XI
OCTOBER 11, 2016
From time to time, clients ask why their internal customer experience (CX) tracking programs appear to yield different results than independent third-party syndicated studies. In the automotive customer experience industry, the independent studies most clients ask about are the JD Power Sales Satisfaction Index (SSI) and Customer Service Index (CSI) studies, and the MaritzCX New.
Customer Bliss
OCTOBER 11, 2016
Episode Overview. Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business. Mark’s been with Hilton since 2010 — prior to that he was with MarketBridge and PwC — and one of the most interesting aspects of this episode is walking through his career path and
CX Journey
OCTOBER 12, 2016
Image courtesy of dushy4 I originally wrote today's post for ICSA as part of their blog carnival and celebration of National Customer Service Week. It appeared on their blog on September 5, 2016. It is a modified version of a post that I wrote for CX Journey back in 2012. National Customer Service Week is just a month away; it's awesome to set aside time to recognize and to celebrate those employees who work hard every day of the year to support customers.
Wired and Dangerous
OCTOBER 10, 2016
76% of wired and dangerous customers today say they view customer service as the true test of how much a company values them. Walk into one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. What is the difference? There is no doubt that the product or outcome they deliver is one you value and trust but most likely they make a strong emotional connection with you that you find meaningful.
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.
InMoment XI
OCTOBER 11, 2016
From time to time, clients ask why their internal customer experience (CX) tracking programs appear to yield different results than independent third-party syndicated studies. In the automotive customer experience industry, the independent studies most clients ask about are the JD Power Sales Satisfaction Index (SSI) and Customer Service Index (CSI) studies, and the MaritzCX New.
Kerry Bodine
OCTOBER 13, 2016
In a recent post, I talked about the trade-offs between quantitative and qualitative research. Here’s a quick summary: Neither is better than the other. Rather, they each have their relative strengths and weaknesses. But in order to get the most out of each research method, you need to properly sequence quantitative and qualitative research activities during your customer research efforts.
Customer Bliss
OCTOBER 13, 2016
Every leader I’ve ever worked with is concerned about, and wants to prevent, customer defection. As we all know, though, customer defection does happen — and often it happens because of unclear issues around that same leadership. For as much as the modern business world is beginning to talk about “culture,” many people miss the point.
Beyond Philosophy
OCTOBER 10, 2016
When striving for the next level of Customer Experience, it is critical to understand how your customers make decisions. However, it’s probably not happening the way you think it is. As Customer Experience Consultants, we see our clients presume that customer evaluations of an experience occur at the product level. This presumption is only partway true.
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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?
Omnicus
OCTOBER 10, 2016
Twenty years ago, mobile phones were a rarity. They were bulky, cumbersome and limited at best. The thought of utilizing them for customer service was laughable. Things have changed. Now, it has come full circle. The thought of being attached to a landline for twenty plus minutes is dreadful, to say the least. We are mobile, as are our needs. So when we need customer service, it’s typically on the go.
GetFeedback
OCTOBER 11, 2016
The Net Promoter Score (NPS) is a simple metric that can spark serious growth. Here's how and why it's become a trusted measure of customer loyalty.
Michel Falcon Experience
OCTOBER 11, 2016
In this short video, I share the career development tip I used as an employee that helped me get promoted five times in five years. Whether you’re a business person, athlete or artist, this tip has proven to work time and time again. Hint : Derek Jeter and Beyonce make an appearance in the video (sort of). And, I filmed it at an iconic Canadian landmark.
Comm100
OCTOBER 8, 2016
Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. But 68% of consumers will not go back to a provider once they’ve left, and 80% of them believe the company could have done more to retain their business in the first place. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.
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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,
Beyond Philosophy
OCTOBER 12, 2016
We live in the data age. Data is collected about our personal behavior everywhere. From the searches we instigate online to the products we order (and when) to the movies we choose in our Netflix Queue, sometimes it seems as if every move we make ends up in a database somewhere. So why this sudden interest in whether we watched all 14 seasons of ER or returned the Samsung Galaxy S5 Phone Case?
GetFeedback
OCTOBER 10, 2016
It takes a personalized, customer-centric approach to capture the modern consumer's attention. That's why customer experience is the next frontier.
Kerry Bodine
OCTOBER 13, 2016
In a recent post, I talked about the trade-offs between quantitative and qualitative research. Here’s a quick summary: Neither is better than the other. Rather, they each have their relative strengths and weaknesses. But in order to get the most out of each research method, you need to properly sequence quantitative and qualitative research activities during your customer research efforts.
ShepHyken
OCTOBER 11, 2016
Donna Peeples on How Brands Can Embrace Change. and Improve Customer Service. Shep Hyken speaks with Donna Peeples, a customer experience expert and Chief Customer Officer of Pypestream, a technology company offering secure mobile messaging, about how embracing change can enhance customer service and improve customer loyalty. Before Pypestream, Donna was Chief Customer Officer at AIG Property and Casualty, where she was responsible for leading communication, management, service delivery strategi
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.
Feedback
OCTOBER 14, 2016
I recently bought new car insurance. It wasn’t a purchase I expected to make, since I had planned to go without a car for a year. The no-car situation was an experiment to see if I could live in my southern city without one. I would take the bus when necessary, but mainly I would use the bicycle that had been sitting unused in my garage for years. Then I had an accident.
Win the Customer
OCTOBER 10, 2016
Non-profit organizations are a great way to give back to a community, help those in need, and/or support a worthwhile cause. Unfortunately, even with the well-placed intentions of helping others, aspiring non-profit business owners must go through a lot of red tape beforehand. Here are things you need to know to get started in the industry. Conduct Key Research.
Kerry Bodine
OCTOBER 12, 2016
This post originally appeared in my regular column in Touchpoint Journal , published by the Service Design Network. Join me at the Service Design Global Conference October 27 & 28 in Amsterdam! For decades, designers have lamented that the business world didn’t understand or respect design. We howled didn’t have “a seat at the table.” We wondered when—or if—the tide would turn.
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