Customer Experience Is… What, Exactly?
MAY 20, 2015
The following is a Best of 360Connext post. What is customer experience? According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. YAWN*.
What makes the the worlds #1 Customer Experience brands?
MARCH 24, 2015
As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world’s ‘best’ Customer Experience brands are. ‘Who is good at CX?’ ’ is a pretty typical question. It is a good question to ask and one that I […]. Customer retention and loyalty CX Professionals CX Strategy # 1 Customer Experience Brands air new zealand Amazon apple bmw boden corporate attitude customer experience Disney First Direct John Lewis mercedes Starbucks
A Great Customer Experience Isn't Enough
NOVEMBER 5, 2015
Today I'm pleased to share a guest post by Denise Lee Yohn. To excel in customer experience, you can't just rely on good design and solid execution. Your customer experience shouldn't just be great -- it should also be differentiated. Customer experience has evolved just as product and service did. Time was, all you needed was a good quality product. Differentiation will be how brands win.
Big or Small Customers, Which is More Important?
NOVEMBER 9, 2015
do you take better care of the "big guys"? This original article was written by Steve DiGioia. We must nurture each customer as we do each flower in our garden. Yes, there are the larger and more colorful flowers that immediately capture our attention but never underestimate the small delicate flowers (our smaller customers) that are sprinkled throughout the bed.
5 Things You Can Do to Make Your Customer Experience Stickier
Tactics for Boosting Engagement and Brand Affinity.
The Customer Is Not Always Right: 5 Tips to Help You Say “No”
OCTOBER 23, 2015
We’ve all been there: a customer wants you to ship a product in a color that you’ve never even heard of before, or demands a refund for a subscription they’ve been enjoying for seven months already. While you want to help them to the best of your ability, you also know that fulfilling their demands could run your business into the ground. This pervasive idea makes it hard to say no to a customer.
The 9 Stages Of The Archetypal Customer Journey
JUNE 16, 2015
No two customer journeys look the same. No two customers will ever interact with you in exactly the same way at exactly the same time—nor will they share exactly the same perceptions, thoughts, emotions, and memories about those interactions. And yet, to create customer journey maps , we need to assume some degree of similarity amongst our customers and their experiences with us.
Focused On The Problem In Front Of You, But Missing The Easy Solution?
OCTOBER 22, 2015
I think we’re making the approach to Customer Experience too complex and it is making companies miss the obvious solutions. This weekend, I was trying to do business with a very large company. This company is one that has an executive with a decent sized team in charge of Customer Experience. I first attempted the. View Article
The Next 5 Strategies for Ramping up Customer Engagement
ICC Decision Services
NOVEMBER 19, 2015
In our previous post about strategies to ramp up customer engagement , we suggested the following ways to engage customers during the holiday season: Personalize customer experience with mobile technology. Gamify shopping experience by introducing tools that will interact with shoppers. Reach customers via social media. Engage customers on a non-tech level. Customer Experience Customer Engagement
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.
Intelligent Experiences: Where CX Meets Tech
JANUARY 26, 2015
From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.
Leveraging the Concept of G.L.U.E. to Improve the Customer Experience
JUNE 9, 2015
Gartner released research that showed by 2016 that 89% of companies will compete mainly on the customer experience they provide. To demonstrate how the experience has grown in importance, that number was 34% back in 2011. The challenge for today’s business is how to differentiate the experience they provide and stand out in a sea of sameness. Winning is no longer defined by merely acquisition.
Customer Service; Customer Experience; Customer Centricity – what is the difference between them?
NOVEMBER 30, 2015
It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity. I say that they are becoming increasingly visible – in reality, organisations have been throwing them all around like ‘confetti’ for many years now. Customer Services is NOT Customer Experience. Wrong!
Is the Customer Experience Really Everyone's Job?
OCTOBER 27, 2015
Image courtesy of Nikolai Berntsen Is it really everyone's job? Pundits and experts alike say that customer experience is everyone's job. If you google "customer experience is everyone's job" and "customer service is everyone's job," you'll find endless articles, blogs, and webinars with that very title. It's true. Technically, it is everyone's job. In this regard. How can that be? Quotepedia.
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.
3 Ways Customer Service is Worse Today
SEPTEMBER 14, 2015
how I miss the "old days". This original article was written by Steve DiGioia. Service, in all its forms, has changed drastically from the ways our parents, and I, have been brought up with. Too many industries have gotten away from tending to the needs/wants/desires of their customers in ways that used to be the “norm”. Customer Service customer experience customer service
Handling Challenging Conversations with a Customer Service Focus
Who's Your Gladys?
AUGUST 4, 2015
It isn’t always easy to keep customers happy. Your ability to handle challenging conversations can make the difference between forming a stronger customer relationship and sending them to your competition. These six communication skills can help you create connection when conversations get heated. challenging conversations Customer Service Articles customer service training
Ten Aptitudes of a Successful Customer Leader
MAY 14, 2015
A successful Chief Customer Officer/Customer Leader can: Bring folks together who don’t normally work together. Establish clarity out of the complexity that surrounds who does what on projects for “customers.”. Break the work into manageable chunks so that it doesn’t get abandoned. Develop “ownership” of the work by the operating areas. Revenue = Attention. Make Them Listen. Guerilla Metrics.
Customer Satisfaction Versus Customer Loyalty
OCTOBER 30, 2015
If your business sells goods or services online, then you know that nothing beats having a new customer visit your website and then make a purchase. But, the sale is just the beginning of the journey with your new customer. Once the customer makes a purchase, you must ensure that he/she is satisfied with it. You Mean They’re Different? Sound confusing? Well, it’ not really.
5 Customer Satisfaction Templates You Can Use Right Away
Begin or improve your customer satisfaction program with these 5 ready to use templates.
A New Name, A New Logo—And A Lot More To Come!
JUNE 25, 2015
We think a lot about brand and how it can be expressed, both visually and experientially. So you can imagine that we’re kind of obsessed about the development of our new brand identity for Kerry Bodine & Co. We’ve had the joy of working with Mel Lim Design to evolve the visual elements of our brand over the past several months. Soon you’ll see a complete rollout of our new identity.
Maximizing the success of your CX program: Both hands are needed
OCTOBER 15, 2015
Time to plan the funeral of your customer feedback measurement programs. It’s time for an effective, actionable customer experience management program that drives business outcomes for your organization. What’s making the difference? Understand how to truly engage with your customers: Engage at all relevant touchpoints along the customer lifecycle (rather than after a sales and. View Article
What you can learn about customer service from Marc Benioff
SEPTEMBER 3, 2015
Marc Benioff is a tech geek, a communications expert, an inspirational speaker and a philanthropist. Arguably, the real secret to his success is his ability to communicate. Anyone who’s been to Dreamforce will know exactly what I mean. He’s a natural showman and kicked off last year’s Dreamforce with a traditional Hawaiian blessing, along with a surprise performance from the Beach Boys.
Taking Care of Loyal Customers
Wired and Dangerous
DECEMBER 7, 2015
And as new customers become long-term customers, their worth increases—they buy more, spend more, advocate more, and generally are less expensive to serve since they do not require customer training when they deal with you. Many times organizations lose sight of the impact their efforts to attract new customers have on those who have been loyal for many years. The lesson is an important one!
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?
3 Lessons re: Design Thinking and Customer Delight
NOVEMBER 19, 2015
Fall in love with the problem, not the solution. The mantra among leaders of the software company Intuit is to fall in love with the problem, not the solution. Suzanne Pellican, a Design Fellow at Intuit and opening keynote speaker at a conference called Delight, told the story of how 10 years ago Intuit, […].
Voice of the Customer: It’s Time for a Global Customer Experience Wakeup Call
MAY 25, 2015
I often have to remind myself that I am in a privileged position in my chosen profession. I am privileged because a multitude of organisations welcome me in to their inner sanctum to help them in their quest to become more customer centric. This enables me to continue my path on a never ending journey of insight and learning. this jumps to 32 percent. Winning back a customer IS NOT EASY! About SDL.
The 7 Deadly Sins of Customer Experience
FEBRUARY 27, 2015
Is your company committing the 7 Deadly Sins of customer experience? Recently, my kids asked me about the 7 Deadly Sins; I don''t remember how the topic came up, but when they ask, I answer. Of course, as I ran down the list and explained them (in a PG kind of way), I pondered sins of the customer experience. I guess that put me on a 7 Deadly Sins kick. If you commit these sins, failure is certain.
Would You Do THIS For Your Customer?
OCTOBER 22, 2015
what sets you apart from the competition? This original article was written by Steve DiGioia. When I was just a young lad I remember when my mother bought her first car, a 1970 Ford Maverick. It was white with a red plaid “Landau” roof; just a fancy term for a car roof style with a layer of vinyl. Anyway…back to my story. We went everywhere in that car. That’s where I came in.
7 Steps to Elevate Your Customers' Experience
Learn how to walk through your customer's journey in order to improve their satisfaction and engagement
7 Ways to Become a Tour Guide to Service Excellence
Who's Your Gladys?
MAY 22, 2015
After ten amazing days in Italy my passion for customer service is stronger than ever. During the trip, my husband had one request, “No work on vacation!” I tried… really …but I kept finding myself taking notes. After all, I was on buses, trains and planes, in restaurants and hotels, and at museums, shops and markets.
Speed isn’t everything: what to measure when scaling your support team
AUGUST 25, 2015
Scaling up your customer support team means you not only need to hire more staff to handle the increase in volume, but you’ll also want to measure performance and results from your current team, to ensure they’re working efficiently and to their full potential. Speed is easy to manage and measure. Here’s what to avoid when using AHT to measure your support team’s performance: 1. Click To Tweet.
7 Steps to Turn a Complainer into a Loyal Customer
SEPTEMBER 7, 2015
“Whatever is begun in anger ends in shame.” — Benjamin Franklin. As much as we hate to admit it, we’ve all been there. Anyone who has ever worked in customer service to any capacity has had an angry customer bark them down at one point or another. You know better than to fight back, because that could be very embarrassing for you and your company. Stay Calm. Have a Ccript Ready.