Experience Matters

SEPTEMBER 6, 2016

For the previous six years, we’ve measured effort as part of the Temkin Experience Ratings. This year, we examined 294 companies across 20 industries based on a survey of 10,000 U.S. consumers (see methodology section below). In this post, I’m showcasing the results from the effort component of those ratings. Congratulations to Publix, O’Reilly Auto Parts, True Value, Save-a-Lot, […].

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Measurement Survey Consumers Industry 223

InMoment XI

SEPTEMBER 9, 2016

Suppose you head up a company with one million customers. You’ve heard of this ‘customer experience’ thing, and decide you’ll have a go at it. You design the perfect survey that will tell you exactly how satisfied each respondent is, and you head off to gather your customers’ opinions. The first month showed that you. View Article.

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Survey Customer Experience Company Customers 200

Who's Your Gladys?

SEPTEMBER 6, 2016

It takes self-control to handle a customer with over-the-top expectations. Regardless of the type of business you’re in, there’s much to learn from Edie, the group event coordinator at Bahama Breeze Island Grille Restaurant. The post When Customer Expectations Are Unreasonable, Meet Them Anyway appeared first on Who's Your Gladys?

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Customer Expectations Meeting Groups Customers 156

CX Journey

SEPTEMBER 6, 2016

Have problems? How are you solving them so that they never happen again? How are you getting at the root cause of any issues you or your customers are having? What types of root cause analyses (RCA) are you conducting? Or are you even thinking about RCA? Conducting some sort of root cause analysis (and there are many different types) any time you experience an issue is critical, for the simple fact that you want to nip the issue in the bud and not have it occur again.

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Analysis Tools Training Customer Experience 146

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Customers

Experience Matters

SEPTEMBER 8, 2016

One of Temkin Group’s four CX core competencies is Employee Engagement. That’s why Temkin Group put together an Employee Engagement Resource Page and developed this infographic. You can download the infographic (or poster) below. I hope you enjoy it. Here are links to download versions of the infographic: Poster (18′ x 24″) in.pdf file or in.jpg file Infographic […].

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Employee Engagement Infographics Engagement Groups 193

Customer Bliss

SEPTEMBER 8, 2016

Within my five-competency customer experience framework , I often call No. 1 — honor and manage customers as assets — the “clincher competency.” This is where you begin to move customers away from being perceived as a cost center and towards being perceived as assets. Let me explain a little bit about what I mean. If I go work with a company on their customer experience delivery, oftentimes I ask executives if they know the volume and value of their new customers.

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Comparison Customers Report Metrics 127

NICE inContact

SEPTEMBER 6, 2016

As cloud communications companies like RingCentral and inContact have matured, the contact center world has been seeing an increasingly rapid move to the cloud. At the same time, we see a trend away from traditional contact center metrics like average handle time, and towards newer, customer-focused metrics like customer satisfaction, or CSAT. Taken together, these two movements are bringing about real change in the contact center.

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Contact Center Average Handle Time Insurance Conference 121

Experience Investigators by 360Connext

SEPTEMBER 7, 2016

Brands need to keep innovating. To stay ahead of the market, they need to offer the “what’s next” to stave off the competition. Innovation is about responding to the market, anticipating needs, and using a little magic to appeal to customers. I often wonder about the companies that don’t innovate. And then I remember some of […].

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Innovation Consulting Brands Marketing 120

Customers That Stick

SEPTEMBER 6, 2016

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

How To 118

How To Customers Customer Service Training Training 118

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Communication

Customer Bliss

SEPTEMBER 6, 2016

For many U.S. professionals, today — the day after Labor Day — is one of the worst days of the working year. Labor Day is the unofficial end of summer. So you come off a three-day weekend — which is usually pretty hard as it is — and as you come off it, you’re thinking “The summer is over.” The summer is a looser time at most offices.

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Customer Retention Leadership Company Strategy 125

Steve DiGioia

SEPTEMBER 9, 2016

Guest post by Steve Curtin This original article was written by Steve DiGioia. One of the Top 30 customer service experts in the world, Steve Curtin provides today’s guest post. Thanks Steve! Earlier this year I was asked for my opinion about which key performance indicator (KPI) was the most important. I think if you ask five different people you may get five different answers.

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Customer Service Net Promoter Score NPS Hotels 111

CX Journey

SEPTEMBER 8, 2016

Image courtesy of elinor_dear I originally wrote today's post for TandemSeven. It appeared on their blog on January 7, 2016. Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? It's the sum of all interactions that an employee has with his employer during the duration of his employment relationship.

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Customer Experience Customer Journeys Employee Experience Culture 109

Michelli Experience

SEPTEMBER 9, 2016

In 1998 (in my book Humor, Play, and Laughter ), I began talking and writing about the importance of “gratitude” for business and personal life. In fact, gratitude has long been one of 5 core values for my business (right alongside – “personalization, respect, humility, and succeeding together”). That said, I took notice when the esteemed Harvard Business Review ( HBR ) recommended the practice of “gratitude” as a “bona fide” leadership competency.

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Social Media Leadership Employee Engagement Financial 109

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

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Retail

Beyond Philosophy

SEPTEMBER 7, 2016

Apple is changing. They are paying loads more taxes in Ireland. The new iPhone doesn’t have a headphone jack (or nearly as much excitement as previous iPhone launches). Moreover, the Apple Store is no more! Wait, what? You read that right. In late August, Apple announced that the word “store” would be removed from the name of its retail locations. Quite frankly, this move is much bigger news for their Customer Experience than the release of the iPhone 7.

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Retail Fashion Course Training 0

ShepHyken

SEPTEMBER 5, 2016

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Create Great Customer Experiences with These Three Principles by Opinurte Team. (Opinurate) Matt Watkinson has worked with some of the biggest businesses in the world on customer experience strategy, service design, websites and mobile apps.

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Customer Service Hospitality Competitive Advantage Case Study 0

Amity

SEPTEMBER 7, 2016

With 20,000 customers worldwide, HubSpot is the world’s leading inbound marketing and sales platform, transforming the way businesses attract, engage, and delight customers. We sat down with Stephen O’Keefe, Director of Customer Success, to discuss how Customer Success has evolved at HubSpot over the last 7 years. Can you give us a brief overview of Customer Success at HubSpot, and of your responsibilities?

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Customer Success Groups Customers Metrics 0

Promoter.io

SEPTEMBER 6, 2016

There is something strange happening in the world of NPS. Practices and implementations that seem straight out of another world. We have stood our ground and continue to fight for our customers to prevent these strange features from disrupting your results and the impact they have on your bottom line. One of these “strange things” […]. The post Strange NPS Practices: Things that Destroy the Value of your Customer Success Efforts appeared first on Promoter.io Blog.

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NPS Customer Success Customers 63

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Customer Experience

Beyond Philosophy

SEPTEMBER 5, 2016

You are irrational. Your friends are irrational. Your boss is irrational. Unless you happen to know a Vulcan, everyone you know is irrational. I am irrational, too. People are irrational by nature. Irrational behavior makes some business leaders nervous; it is so unpredictable and hard to track. However, hard to track or not, emotions and the psychological responses they trigger affect our buying decisions.

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Consulting Customer Experience Sales Training 0

ShepHyken

SEPTEMBER 7, 2016

Customer Opportunity. Just last week I wrote an article about companies that ask customers to repeat their problems, account numbers and more. So consider this a follow-up to that article that approaches the subject from a completely different angle. For example, getting transferred from one customer service representative to the next and having to repeat the issue.

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Customer Service Representative Customer Service Training Customers Customer Service 73

Amity

SEPTEMBER 8, 2016

Handling issues with customers is never easy. First of all, you have to determine the scale of issues that require escalation, asking yourself ‘does this affect the customer, for how long, and do they need to know about it?’ In most cases, the answer is yes, even if it’s a small issue, communicating to customers early on that there is a problem, that you’re looking into it, and that they will get an explanation, are three very important steps that go a long way to buildin

Communication 64

Communication Sales Customer Success Management 64

Helen Dewdney

SEPTEMBER 6, 2016

Outside of UK but inside EU. When I was on Rip Off Britain Live last year I took on a few cases. One of them was for someone whose mother had been charged a £30 booking fee after the booking process on a website that searches for flights then charges that admin fee on top (and for which she was not told about). She had booked a flight from Edinburgh to Southampton directly with the airline.

Consumers 61

Consumers Airlines Company Report 61

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Beyond Philosophy

SEPTEMBER 6, 2016

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Many companies devote considerably more energy and resources to capturing customers than they do to keeping them. But, all customers are not created equal; some have more potential value than others. It’s extremely important for targeting the best customers that their array of value requirements are well understood and that the resources devoted to getting these customers be well-applied.

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Multi-Channel Consulting Study Customers 69

ShepHyken

SEPTEMBER 9, 2016

This week on our Friends on Friday guest blog post my colleague, Anne Bachrach, reminds us of the importance of running a client-centered business and how this will set you up for success. Sometimes, all it takes is giving someone a little extra time or giving a little extra effort. – Shep Hyken. There are many factors that go into building a successful business.

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Comparison Marketing Feedback Sales 0

Topdown

SEPTEMBER 9, 2016

What could the CMO of an insurance company learn about customer experience (CX) from a restaurateur? What might an online retailer learn about CX from a bank? What can a hospital learn about CX from a telecomms company? Quite a bit, as it turns out. CX leaders often look outside their own industries for new insights and transferable learnings about how other companies are solving problems and improving customer experiences.

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Industry Customer Experience Hospitality Insurance 60

OpinionLab

SEPTEMBER 9, 2016

“Customer journey mapping” is a hot phrase right now in the CX industry and there is a massive appetite to fully understand how customers move through the buying cycle using this method. However, there seems to be significant confusion about how to approach this task effectively. In fact, 63% of CX professionals map their customer experience according to recent Forrester research.

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Customer Journeys How To Voice of Customer Multi-Channel 60

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.

Customer Insights

Heart of the Customer

SEPTEMBER 6, 2016

In B2B transactions with large companies, it’s all too easy to forget that no matter how big (or even faceless) a company might seem, individual decisions are still made by individuals, just as surely as if it were a mom-and-pop shop up the street. Journey mapping is the perfect tool to explore the thoughts, feelings, […]. The post Journey Mapping Case Study: You’ve Got to Be in It to Win It appeared first on Heart of the Customer.

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Customer Journeys Case Study Study B2B 60

ShepHyken

SEPTEMBER 6, 2016

Colin Shaw on Taking Your Customer Experience. to the Next Level. Shep Hyken speaks with founder and CEO of Beyond Philosophy and bestselling author, Colin Shaw. They discuss Colin’s new book “ The Intuitive Customer: 7 Imperatives for Moving Your Customer Experience to the Next Level.” Colin shares tips to help you understand your customer’s behaviors and how you can use that to increase sales.

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Sales Tips Customer Experience Customer Service 0

Forrester

SEPTEMBER 9, 2016

The White House requires federal agencies to provide customer experiences that match the best of the private sector's. Yet despite another year of intense focus the federal customer experience remains overwhelmingly weak and uneven. The 15 US federal agencies and programs that we rated in this year's US Federal Customer Experience Index (CX Index™) earned an average score of 58, which is near the bottom of the poor category and well below the private-sector average of 70 (see Figure 1)

Airlines 58

Airlines Brands Customer Experience Industry 58