InMoment XI
APRIL 15, 2016
Nobody ever starts a new job and then thinks, “Whoa, I had to use a badge to enter the building? And wait, now they expect me to use a password on my computer? The nerve!” However, plenty of people balk at the idea of having a background check. Recently, I had the privilege to co-present. View Article.
Experience Matters
APRIL 13, 2016
Starbucks launched changes to its loyalty program that is causing some backlash from customers. So I decided to examine our data on the loyalty of US consumers to the coffee shop giant. My take: As you can see below, Starbucks ranks 23rd out of 293 companies in the 2015 Temkin Loyalty Index. Starbuck’s loyalty ranks 5th out of […].
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Vonage
APRIL 13, 2016
A seamless customer experience gets delivered when you answer the questions your customer is asking. It’s as simple as that. Getting there, however, takes a lot of work. Let’s focus on the role that customer journey maps play in a seamless customer experience. A journey framework, even in its simplest form, when used with consistency provides a structure to understand the priorities in customers’ lives.
Customer Bliss
APRIL 14, 2016
Uber has no doubt been a darling of the investor community and the business school community. It’s virtually synonymous with the idea of disruption at this point, and at the end of 2015, its fundraising was in line with a $62.5 billion valuation. By contrast, Lyft — which is the clearest rival to Uber and the company it’s most compared to — has had very successful valuations, but nothing closer to Uber.
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
APRIL 15, 2016
Nobody ever starts a new job and then thinks, “Whoa, I had to use a badge to enter the building? And wait, now they expect me to use a password on my computer? The nerve!” However, plenty of people balk at the idea of having a background check. Recently, I had the privilege to co-present.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Vonage
APRIL 12, 2016
Imagine taking a train from San Diego to Santa Barbara, California. Beautiful, right? You can probably picture the amazing views of the ocean and the charming beach towns you pass along the way. That’s how I describe it. I took that trip recently when I traveled to Santa Barbara to film my latest training videos at Lynda.com. It was peaceful and relaxing.
Help.com
APRIL 11, 2016
I watched my neighbor arrive home to the thrill of his dog. It’s tail cut through the air with the force of jet and the speed of blender. I thought of that old line about wanting to become the person your dog thinks you are. That evening my cat jumped up on the foot of the bed as I was reading the newspaper. The purring was so loud it vibrated the bedroom.
InMoment XI
APRIL 15, 2016
Nobody ever starts a new job and then thinks, “Whoa, I had to use a badge to enter the building? And wait, now they expect me to use a password on my computer? The nerve!” However, plenty of people balk at the idea of having a background check. Recently, I had the privilege to co-present.
Experience Matters
APRIL 11, 2016
I am often asked some version of this question: We just saw the <Temkin Experience Ratings, Temkin Group’s NPS benchmark, Forrester’s CXi, JD Powers, The ASCI> and it is completely different from what our internal data is telling us. How should we reconcile the two data points? Given that I created several of those industry measurements, it’s fair for […].
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
APRIL 14, 2016
This is a guest post from Desiree de la Rosa of Videopath. Video is an excellent self-service tool. It offers a unique way for customers to learn about and get the most from your product or service. Interactive video takes things to the next level – by giving your customers a complete support experience in one. So how can interactive video fit into your self-service support offering?
Customer Bliss
APRIL 12, 2016
It was my pleasure to appear on the MarketingSmarts podcast episode that debuted last Wednesday. You can listen to it here: MarketingSmarts-ep226-Jeanne-Bliss. I was interviewed by the great Kerry O’Shea Gorgone. We talked about several key topics, including: The rise of the chief customer officer. Why every company should strive to implement customer-centric leadership.
InMoment XI
APRIL 13, 2016
One of my favourite websites – perhaps even my favourite, apart from the CX Café, of course – is Curbside Classic ([link] As its name suggests, it’s primarily about older or significant vehicles (including bikes, buses, and trains) from around the world which people have come across and feel are worthy of comment or have. View Article.
Experience Matters
APRIL 12, 2016
We just published the 2016 Temkin Trust Ratings, the sixth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate the level of trust that consumers have with 294 organizations across 20 industries (see.pdf with full list). You can see all of the company data on the Temkin Ratings website. Download dataset for $295 (see sample file) For the second straight year, USAA […].
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.
CX Journey
APRIL 15, 2016
Image courtesy of Singleton2302 Do you survey and listen to customers ad nauseum? Are you surveying every customer at every interaction or transaction they have with your company? Do different departments in your company survey the same customers? Do you research a topic (or several topics) to death? Are you tracking what customers are saying about your company on social media and other venues through which they can provide feedback?
Storyminers
APRIL 11, 2016
This Interview was conducted by ReachForce and first appeared March 9, 2016 Mike Wittenstein leads Storyminers, a pioneering customer experience design firm based in Atlanta. We recently checked in with them to discuss some of the challenges enterprises face in managing customer experience today. Here’s what he had to say: How did you become so […].
InMoment XI
APRIL 13, 2016
One of my favourite websites – perhaps even my favourite, apart from the CX Café, of course – is Curbside Classic ([link] As its name suggests, it’s primarily about older or significant vehicles (including bikes, buses, and trains) from around the world which people have come across and feel are worthy of comment or have.
Experience Investigators by 360Connext
APRIL 11, 2016
When it comes to customer experience, there is no shortage of advice. Maybe your boss read “that book” on how to map your customer’s journey. Or maybe you were tasked with being the “customer experience” guy and dove into the many blogs, books, and podcasts about customer experience. There is just. so. much. It’s easy […].
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?
Michelli Experience
APRIL 13, 2016
The title of this blog, isn’t meant to imply you are in denial about the importance of customer experience elevation. Rather, I am using FACE as an acronymn for 4 guiding principles to consider as you craft customer-centric solutions. For me FACE stands for: Fast. Accurate. Caring. Easy. I can demonstrate 2 of the 4 principles (Fast and Easy) with one quick example – the Domino’s Zero Click Pizza app.
SuiteCX
APRIL 12, 2016
The more we interact with clients the more we have come to realize that Customer Experience (CX) is fundamentally about business transformation. Understanding customers and responding to market dynamics accordingly requires an agile approach, but must companies are flummoxed as to where to focus their resources first. Here are some suggestions for CX as business transformation in the short, medium and long term.
InMoment XI
APRIL 13, 2016
One of my favourite websites – perhaps even my favourite, apart from the CX Café, of course – is Curbside Classic ([link] As its name suggests, it’s primarily about older or significant vehicles (including bikes, buses, and trains) from around the world which people have come across and feel are worthy of comment or have.
CX Journey
APRIL 12, 2016
Image courtesy of TechGenStaffer I originally wrote today's post for Intradiem. It was published on their blog on November 18, 2015. Are you considering all of your channels when you think about the omnichannel experience? A couple months ago, I wrote about improving the omnichannel experience to reduce customer effort. In my closing statement, I mentioned that I'd write about a channel that you may not think about when you’re making the transition and the transformation from multichannel to omn
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
APRIL 13, 2016
Why do organizations put such little value on loyal customers? Why do we not look at the lifetime value of a customer and see the profit they provide? Why do organizations treat existing customers so poorly? Surely the economics shows us all the error of our ways. We all know it costs less to keep a customer than it does to acquire a new customer. According to the author of The Fusion Marketing Bible Lon Safko, few companies even know how much they spend on marketing for new customers—or the pri
Wired and Dangerous
APRIL 11, 2016
It all started with a party game…those funny “what if” social games that get sillier with late night exuberance and adult beverages. “What fruit would they be if all pharmacists were a fruit?” asked one guest, a deeply serious pharmacist. “If lawyers were farm animals, which one would they be?” teased another guest, targeting his attorney friend.
PeopleMetrics
APRIL 15, 2016
My wife and I recently had a baby, and as a new parent, my smartphone quick-draw has gotten snappier. You see, things come up while you’re holding a newborn—things that must be Googled, ordered, photographed. And time (as they say) is of the essence. In these past weeks, I’ve been able to confirm my suspicion about a lot of mobile customer experiences.
ClearAction
APRIL 12, 2016
Saluting 25 Silo-Bridging CMOs Gary Katz. Silos — span them, bust them, mix them or ventilate them. Just don’t ignore them. Marketing silos exist as a wide variety of chasms between organizations, systems, data, channels, metrics, assumptions, and handoffs. We actually need silos to some extent, as discussed in my recent article, 10 Silos Marketing Ops Can Bridge, to allow specialization, empowerment and accountability.
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.
Helen Dewdney
APRIL 11, 2016
Today I did a guest blog post for Tesco about supermarket pricing. Are supermarkets giving us value for our money yet? Even more odd, it was, in the main, positive. Followers of me on this blog and social media know that this is strange but apparently true. Do not worry, normal service will be resumed shortly. I am not letting the story regarding misleading the public on the non-existent farms lie, as further investigation is being undertaken!
Topdown
APRIL 14, 2016
When building out a customer experience management (CXM or CEM) architecture, you will need to address marketing, commerce and service functions. With the right allocation of resources, you will be able to provide a rich, consistent and deeply personalized customer experience at every stage of the customer lifecycle and across each touchpoint. To do this, you need to determine how, not whether , you will be sharing data and content across your digital experience (DX) platform.
Amity
APRIL 12, 2016
SaaS Tattler Issue 81 - Sales or Customer Success? It's an uphill battle for a CSM when the customer-facing teams are misaligned. It's a concept that Ed Powers commonly refers to as Organizational Silo-ism. Which is the friction between departments, specifically within growing companies. To help break down silos, w e've decided to dedicate this issue of the SaaS Tattler to aligning the key customer-facing teams within your organization.
Expert insights. Personalized for you.
200 
Let's personalize your content