InMoment XI
MAY 2, 2016
Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues. This was a follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study. Customers were asked about their vehicle service behaviors and vehicle repurchase behaviors since.
ijgolding
MAY 3, 2016
A great deal of my work as a Customer Experience Specialist involves the recounting of stories. Contrary to popular belief, not all of the stories I tell are of the negative variety! As students of Customer Experience will attest, the use of storytelling to ‘bring to life’ the benefits and consequences of ‘operationalising’ Customer Experience is hugely beneficial.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Customer Bliss
MAY 3, 2016
Episode Overview. In this episode, Scott Dille of Northern Trust discussed his unusually broad Customer Executive Leadership role, and his path for leading an experience transformation. Scott is senior vice president of both partner (employee) and client experience. In this podcast, you will hear about the advanced human-centered design techniques Northern Trust is employing to improve both the client and partner experience.
Vonage
MAY 5, 2016
Every month I receive messages from students and readers that begin, “I got such terrible service from…” and often close, “…and I’ll never go back there again!”. I find these stories upsetting, occasionally entertaining, but rarely are they motivating or instructive. Here’s why: Anyone with enough intelligence and emotion to muster a written complaint also has the ability to offer a constructive solution.
Advertisement
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.
InMoment XI
MAY 2, 2016
Automotive Dealership Loyalty Study Background Follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study: Two Data Sets All Respondents (n=12,875) Weighted to 2009 and 2010 vehicle sales by model Used for Sales to Service Loyalty analyses and service usage analyses Vehicle Replacers (n=5228) 5431 had replaced their.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customer Bliss
MAY 5, 2016
‘Cross-functional teams’ can often sound like a business buzzword. While teamwork and collaboration is no doubt important in business, most of the day-to-day work that most employees do tends to be either (a) individual or (b) within their silo. Who has time for cross-functional teams in a modern business environment? If you start talking about cross-functional teams and what that means for customer experience, the journey for your organization is even more nuanced.
Storyminers
MAY 4, 2016
[originally posted on the User Testing Blog 3/06/2016 by Spencer Lanoue] Investing in customer experience drives revenue growth and increases customer loyalty. According to Gartner, customer experience will be the main battleground for competing companies over the next two years. And when researchers analyzed the experience and revenue data from two $1 billion+ companies for a recent […].
InMoment XI
MAY 5, 2016
It was the eighth week in a row checking into the same hotel in Downtown Philadelphia. I recognized the attendant behind the preferred status check-in counter – he had checked me in a few times over the last two months, and never missed shouting the obligatory ‘good morning’ in my direction as I started out.
Calabrio
MAY 3, 2016
When it comes to making operations more efficient, most executives know they need to leverage data to identify areas of improvement. Data collection and storage is manageable, but executives can easily find themselves with a mountain of information and more questions than answers. How do you move from the collection phase to extracting insights and driving real value for the company?
Advertisement
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.
Kayako
MAY 5, 2016
Customer support metrics matter. They’re something you should be paying attention to. There is a wealth of information just waiting for you to explore and glean information from. A lot of attention is paid to response times and handle times. We go to a lot of effort to run complicated NPS surveys or send out CSAT surveys after support interactions.
Storyminers
MAY 4, 2016
[originally posted on the User Testing Blog 3/06/2016 by Spencer Lanoue ]. Investing in customer experience drives revenue growth and increases customer loyalty. According to Gartner , customer experience will be the main battleground for competing companies over the next two years. And when researchers analyzed the experience and revenue data from two $1 billion+ companies for a recent study published in the Harvard Business Review , they found that: In transaction-based businesses , customers
InMoment XI
MAY 2, 2016
A few years after graduating with my masters in marketing research, I returned to the University of Texas at Arlington to attend their semi-annual marketing research event. This is around mid-2000s. I had the great opportunity to watch a panel made up of representatives from two research firms and two client firms. The topic of. View Article.
Michelli Experience
MAY 4, 2016
This blog is about relevant messaging throughout the journey your customers have with your brand. Although I will use Pope Francis as an example, I am not opining about the Catholic church, the popularity of the Pope, or even Christianity in general. I’ll leave all that to the theologians. Much of a customer’s journey with a brand depends on the words and images that they encounter in marketing, shopping, and post-sale.
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.
Comm100
MAY 5, 2016
Live chat operators are supposed to be experts at multi-tasking, but with all of the simultaneous chats and emails, it’s possible that you’re struggling more than your supervisors know. Daniel J Levitin PhD explains the dilemma of multi-tasking in his book, The Organized Mind: Thinking Straight in the Age of Information Overload (Dutton，2015): “In order to understand one person speaking to us, we need to process 60 bits of information per second.
SuiteCX
MAY 4, 2016
There are many approaches to Customer Journey Mapping, just as there are many different company cultures looking to use this valuable tool to improve their customer experience. We presented this content at the 2016 CXPA Members Insight Exchange.
InMoment XI
MAY 6, 2016
If you think designing a dashboard is a) boring, or b) too easy to worry about, read on. You might pick up a nugget of wisdom from our dashboards guru that could change the way you display data forever—and uptick the impact of your numbers in the process. Who knows, you could even uncover a. View Article.
CX Journey
MAY 3, 2016
Image courtesy of ccxp.org I originally wrote today's post for HappyOrNot. This is a modified version of that post, which appeared on their blog on March 30, 2016. The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes.
Advertisement
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?
Beyond Philosophy
MAY 4, 2016
A London restaurant brings naked dining to the city. Will this bring a totally new meaning to the term The Naked Chef normally associated with Jamie Oliver and a whole new concept in customer experience. London Restaurant Brings a Different Customer Experience. Forbes reports that London pop-up restaurant guru Sebastian Lyall has announced a new eatery, slated to open in June.
SuiteCX
MAY 4, 2016
There are many approaches to Customer Journey Mapping, just as there are many different company cultures looking to use this valuable tool to improve their customer experience. We presented this content at the 2016 CXPA Members Insight Exchange.
InMoment XI
MAY 6, 2016
If you think designing a dashboard is a) boring, or b) too easy to worry about, read on. You might pick up a nugget of wisdom from our dashboards guru that could change the way you display data forever—and uptick the impact of your numbers in the process. Who knows, you could even uncover a.
Wired and Dangerous
MAY 2, 2016
Customers today are Fickle –much quicker to leave if unhappy. They not only show a lower tolerance for error, they will exit just on account of plain old indifferent service. The hype of a brand name means little in deterring the disappointed customer’s exit. This means we need to become experts at fast, effective service recovery when customer disappointment occurs if we are to have a chance at preventing customer churn.
Advertisement
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
MAY 5, 2016
The latest in the “Hoaxwagen” scandal reveals the price you pay for lying to consumers. (Hint: it’s not cheap!). Volkswagen AG will buy back almost half a million cars from consumers that bought their 2.0-liter diesel cars sold in the U.S. This buyback agreement, described by Reuters as a framework deal, includes the Jetta Sedan, the Golf compact and the Audi A3 models sold since 2009.
Customers That Stick
MAY 1, 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.
InMoment XI
MAY 6, 2016
If you think designing a dashboard is a) boring, or b) too easy to worry about, read on. You might pick up a nugget of wisdom from our dashboards guru that could change the way you display data forever—and uptick the impact of your numbers in the process. Who knows, you could even uncover a.
Win the Customer
MAY 3, 2016
Running and maintaining a small business is a challenge. Because of limited personnel and limited financial resources, small business owners often need to wear multiple hats to keep their business afloat. Modern technology has made it easier for small business owners to manage and track multiple tasks at the same time. The following are four essential technologies for small businesses.
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.
transcosmos Information Systems
MAY 2, 2016
There’s no denying that technology plays a significant role in today’s business environment. Your business or company certainly uses technology in its daily operations, from simple encoding tasks and use of applications to the performance of more complex activities requiring various software and other devices—technology is indeed critical to a business’ success.
iPerceptions
MAY 3, 2016
Guest post by Sheri Kimura, Communications Manager at AdGear. Does your sales team wish that they could create some sort of relationship with prospects before reaching out to them for the first time? Thankfully, with the emergence of marketing tools, insight data, and flexible platforms, it is possible: you can warm-up your leads before your sales team makes the cold-call.
InMoment XI
MAY 5, 2016
It was the eighth week in a row checking into the same hotel in Downtown Philadelphia. I recognized the attendant behind the preferred status check-in counter – he had checked me in a few times over the last two months, and never missed shouting the obligatory ‘good morning’ in my direction as I started out. View Article.
Expert insights. Personalized for you.
266 
Let's personalize your content