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Execs Still Don’t Get Customer Experience


The following is a Best of 360Connext post. Many executives are interested in improving and understanding customer experience. They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. Were any of us, really, surprised as customers?

Key Factors to Improving Employee Engagement in Field Service


Employee engagement is probably one of the largest challenges facing field service companies currently. Despite the latest excitement regarding worker engagement, few businesses understand the impact or the way it may drive company outcomes. Why is employee engagement so important for field service companies? 55.4% source: Aberdeen Group). Training and development programs. Performance management.

‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report


‘Customer Excellence is here: it’s just not evenly distributed yet’ A fantastic quote that I wish I could claim was mine! Whilst it is not, I can recognise a particularly relevant and accurate quote when I see one. The reason why I think the quote is so apt is because I personally agree very much with its sentiment. Personalisation. Expectations. Time and Effort. Integrity.

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18 Reasons to Map Customer Journeys

CX Journey

Image courtesy of GrantVernon Have you started journey mapping yet? Or are you still wondering why it''s an important tool to have in your customer experience management toolbox? I''ve written and talked about journey mapping so much this year, even suggesting back in January that we make it the year of the journey map. Progress. I thought I''d compile them all here in one place. A closing thought.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

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Nordstrom’s Acqusition of Trunk Club is a Win for Shareholders, Employees, and Customers


Nordstrom’s [JWN] acquisition today of Trunk Club (a personal shopping service for guys who hate to shop but want to look good) is reported in the business press today with all the right financial reasons: scale, financial strength, distribution efficiencies, … Continue reading → Blog Customer Experience Retail Apps

Together, Customer Success And Customer Marketing Can Create A Better Customer Experience


How would you rate the customer experience at your organization? Better yet, how would your customers rate their experience with you? If you’re feeling a bit stressed by those questions, you’re not alone. Most B2B organizations have yet to fully map out the customer experience. Let’s focus on small steps you can take today to make improvements in this crucial area to your business. Meet regularly.

4 Steps To A Customer Focused Company Culture


Micah Solomon guest post: . A customer-centered company culture is overwhelmingly resistant to being knocked off by your competition. This makes it more powerful than almost any other competitive advantage, which will likely be ripped off–sooner rather than later. At Apple, insiders credit much of the company’s success in retailing to the cultural fit Apple looks for and inspires in its personnel.

Harnessing the Voice of Employees to Improve Customer Experience


In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz. Today, I’d like to continue by focusing on another of the many VoC best practices revealed by our research: Harnessing the Voice of Employees to gain insights that drive customer experience improvements

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

Innovative Service: Delivering Service that Creates Customer Advocates

Wired and Dangerous

We walked into the Marriott Windsor, Connecticut on a Monday about 8:20pm after a two hour flight from Atlanta to find a crowd at the Front Desk. Looking for dinner we headed directly to the restaurant and requested our favorite server, Lacey. Lacey gets great service and of course remembered us from our last visit. As we expected Lacey was up for the challenge! Let me get my manager. Jason asked.

What IS a Customer Touchpoint?


The following is a Best of 360Connext post. Touchpoints within the customer journey help define a lot of moments, both good and not-so-good. Yes and no, Wikipedia. Customer touchpoints in general are not often understood or appreciated from the customer’s perspective. Therein lies the problem. And they are more than just business jargon! Direct Mail. Web Sites. In-Store Cashiers. <- Why?

The Impact of the Internet of Things on Field Service


The future is now. Using mobile devices you can remotely adjust your home thermostat from Your car can send an email reminding you to schedule an oil change or other needed maintenance. Home monitoring systems allows your remote access to your security and other systems via your mobile phone. These personal tasks are just the tip of the iceberg. What is The Internet of Things?

‘Sweeping the steps of Customer Experience in 2014? – out with the old and in with the new for 2015


As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Twelve months is not a particularly long time in the context of a lifetime of experiences, yet it is remarkable what progress can be made in 365 days. If you can remember what you were doing on the 30th December 2013 you will know what I mean! Tesco.

Are Your Technology Decisions Killing Your Customer Experience?

Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.

Customer Experience: Art or Science?

CX Journey

Image courtesy of Mickey75017 I originally wrote today''s post for InsideCXM. It appeared on their site on August 12, 2014. Do you think there''s a little art and a little science involved when it comes to delivering a great customer experience? I do. What do you think? Does it apply here? They are not stifled by rules or guidelines. Scientists have a framework within which they must work, right.

Take a Look Around to Improve Customer Service

Who's Your Gladys?

If you were asked to describe the details of your customer’s experience, how accurate would you be? Are you clear about the look, messaging and ease of navigation on your website? Do you know the current condition of the walls, halls and spaces in and around your brick-and-mortar buildings.

Never Under Estimate the Power of a Thank You Note to Boost Customer Loyalty

Kristina Evey

Thank You Notes Show You Care About Your Customers. Remember Thank You notes? The things that we encouraged to write as kids every birthday or holiday when we received gifts from relatives or friends? My own personal experience is that I didn’t enjoy writing them at all. But, my mom had a point – “They made an effort to purchase a gift with you in mind.

Employee Engagement Shows on Bottom Line


Market Basket and the struggles they recently encountered highlighted the importance of workplace dynamics, specifically employee engagement.The short of it is that a new CEO took over at Market Basket and planned to cut employee profit-sharing in order to increase … Continue reading → Employee Experience

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.

5 Ways Amazon Has Changed How Everyone Thinks About Customer Experience

Win the Customer

If you don’t like change, your going to like irrelevance even less. If you’re looking for an example of the customer experience revolution, Amazon has shown the way to innovate and dominate by putting the needs of customers first. Making experience the heart of business strategy, Amazon has shown that customer service and customer experience really do matter […]. Customer Servic

Help.com Interview With Buffer


Recently Help.com sat down with Buffer Happiness Hero Åsa Nyström to discuss Buffer’s excellent customer service. Listen to the full audio of the interview here: Åsa Nyström ). For those unfamiliar, Buffer helps people manage and schedule social media, as well as providing high level analytics and team packages. Buffer is known for incredible customer service and enthusiastic employees.

What is the Purpose of Customer Satisfaction Surveys Anyway?


Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually wanted to be contacted by the airline, but there is no place in their survey for a hot alert (request to be contacted). Instead at the end of their survey it says, “Comments or issues. View Article

Let the Front Line be Human

Customer Bliss

The front line has been programmed to get a certain output. It might be closing the call within a time frame, a quota of customers in a certain time period, some kind of up-sell or cross-sell goal. Because we’ve nearly robotized the frontline, there’s a predetermined flow of the conversation that makes it one-sided to the company’s advantage. Let the front line be human. Talk about respect.

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?

10 Must-Reads for a Better Customer Experience in 2015


We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. We know they craved information which helped them take action and get results, and that’s what our blog is all about. Are you ready to make 2015 even better? What is a Touchpoint? Customer or Company Mission? Do you have the grit?

4 Non-Negotiable Traits of Customer Focused CEO’s

Michel Falcon Experience

To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. Take a moment to think. Do you work with a customer focused CEO? I mean, not one who says he is but one who backs up their word with action. Does he invest to improve the company’s customer experience on a consistent basis? ’ Well, it’s not easy.

Customer Effort – it’s real meaning through real stories (Vauxhall might want to read this!)


This is not the first time I have written about the concept of customer effort. I doubt it will be the last. A few months ago I shared a story that described my interaction with an organisation as a little like having a tooth extracted – you can read that particular story here. Since I wrote that story, I have used a number of alternative car hire companies in my home town of Chester.

The Secret to Customer Retention

CX Journey

Image courtesy of featureset I originally wrote today''s post for InsideCXM. It appeared on the site on September 15, 2014. Want to know the secret to customer retention? I''ll tell you, but first a story. I grew up on a farm in Ohio and, as a young girl, had many horses over the years. All the things that made him feel comfortable and loved. The stats speak for themselves. I don''t get it. Always.

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement

One Employee Can Alienate a Customer and You Won’t Even Know It Happened

Who's Your Gladys?

According to a study conducted by the Rockefeller Corporation of Pittsburgh, 68% of customers stop doing business with a company because of an attitude of indifference by an owner, manager or employee. Customer Service guest blogger Bill Quiseng Customer Service Articles customer service training

Improving Customer Service: How to Handle Upset Customers Successfully

Kristina Evey

Improving customer service requires the fine art of working with frustrated and upset customers. We’ve all had them. We all know the principle that if you can successfully turn around an upset customer, they’ll be more loyal to your company than if they never had an issue at all. . . Here are my five steps for success. Agree with them. Suggestion - “You’re right!

Mobile Apps That Score with Customers


The market for mobile commerce is growing exponentially and shows no sign of slowing down. Fueling the growth are retailers that continue to improve the customer experience through responsive website design and mobile apps. The recent edition of Website Magazine illustrates … Continue reading → Blog Customer Experience Retail Apps