One Question that Leads to Misguided Customer Experience Management

MaritzCX

The last time I checked, the reason we do customer experience research is to understand how a company delivers a great experience to its customers.

One Question that Leads to Misguided Customer Experience Management

MaritzCX

The last time I checked, the reason we do customer experience research is to understand how a company delivers a great experience to its customers.

Peering into the Future of Customer Experience: Management vs. Measurement

MaritzCX

As we begin a new year, it’s a good time to look at where customer experience measurement is headed. Stephan Thun, the executive vice president of Maritz Research Europe, shared his thoughts with our Sound Check editor Kathy Randall.

Peering into the Future of Customer Experience: Management vs. Measurement

MaritzCX

As we begin a new year, it’s a good time to look at where customer experience measurement is headed. Stephan Thun, the executive vice president of Maritz Research Europe, shared his thoughts with our Sound Check editor Kathy Randall.

Can We Sell A Box Of Customer Experience Management?

MaritzCX

A few weeks ago, CRM analyst Paul Greenberg challenged several vendors – including Allegiance – to explain why and how they use the term customer experience management (CEM). The bottom line is that you can’t sell a box of customer experience management We originally posted our response on ZDNet last week. Since then, we’ve gotten a number of positive reactions to our perspective (and brevity), so we thought we’d share here too.

Can We Sell A Box Of Customer Experience Management?

MaritzCX

A few weeks ago, CRM analyst Paul Greenberg challenged several vendors – including Allegiance – to explain why and how they use the term customer experience management (CEM). The bottom line is that you can’t sell a box of customer experience management We originally posted our response on ZDNet last week. Since then, we’ve gotten a number of positive reactions to our perspective (and brevity), so we thought we’d share here too.

One Question that Leads to Misguided Customer Experience Management

MaritzCX

The last time I checked, the reason we do customer experience research is to understand how a company delivers a great experience to its customers. We also want to understand what can be done to improve that experience, creating stronger customer relationships and in turn, stronger business performance.

Peering into the Future of Customer Experience: Management vs. Measurement

MaritzCX

As we begin a new year, it’s a good time to look at where customer experience measurement is headed. Stephan Thun, the executive vice president of Maritz Research Europe, shared his thoughts with our Sound Check editor Kathy Randall. KATHY: Stephan, what trends or developments do you see in the industry? STEPHAN: Obviously if we talk. View Article

Improving Customer Experience Management in a State Government Agency

Customer Bliss

In today’s episode, I speak with Greg Derwart , Managing Director, Administration & Customer Experience at Maryland Department of Commerce. They needed a better understanding of who their customers were and how to define them, which is essential to your business.

Maritz Introduces MindMeld™

MaritzCX

Maritz Research today announced the successful launch of MindMeld™, the future of all Customer Experience Management programs after the installation of MindMap™ technology in over 5,000 dealerships in North America.

Maritz Introduces MindMeld™

MaritzCX

Maritz Research today announced the successful launch of MindMeld™, the future of all Customer Experience Management programs after the installation of MindMap™ technology in over 5,000 dealerships in North America.

State of Business-to-Business Customer Experience Management

ClearAction

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience.

Now We Are Here…Let’s Get This Party Started

MaritzCX

We are here to launch Capella Restaurant — the newest addition to Maritz’ proven end-to-end customer experience management system that captures the voice of the customer and acts on it. Today, the Maritz Restaurant Research Group is here at the Restaurant Leadership Conference in Scottsdale, Arizona.

Now We Are Here…Let’s Get This Party Started

MaritzCX

We are here to launch Capella Restaurant — the newest addition to Maritz’ proven end-to-end customer experience management system that captures the voice of the customer and acts on it. Today, the Maritz Restaurant Research Group is here at the Restaurant Leadership Conference in Scottsdale, Arizona.

Now We Are Here…Let’s Get This Party Started

MaritzCX

We are here to launch Capella Restaurant — the newest addition to Maritz’ proven end-to-end customer experience management system that captures the voice of the customer and acts on it. Today, the Maritz Restaurant Research Group is here at the Restaurant Leadership Conference in Scottsdale, Arizona.

Maritz Introduces MindMeld™

MaritzCX

Maritz Research today announced the successful launch of MindMeld™, the future of all Customer Experience Management programs after the installation of MindMap™ technology in over 5,000 dealerships in North America. MindMeld™ utilizes high frequency scanning of alpha, beta, gamma, and delta brain scanning of consumers via an installed CRT scanning device in each dealership. View Article

Positive Employee Engagement Enables Great Customer Experience

Win the Customer

Consistently delivering an exceptional customer experience requires creating employee engagement and culture that cultivates positive service actions. Culture Customer Experience Management Employee Engagement Good Reads Recommended

The Case FOR Customer Experience as a Business Strategy

Horizon CX

Being a Customer Experience (CX) professional and having studied and practiced the art and the science of this wonderful CX discipline for over nine years now, (all within one organization) I pause to reflect on what the net result is of all the hard and dedicated work that we CX professionals have accomplished thus far and what we are yet to accomplish. What must we do to ensure every employee knows their role in the Customer Experience program?

Don’t Wait For The New Year To Resolve To Do Better.

Annie Tsai

Customer Experience Management Personal random stuff drawerThis time last year, perhaps you put your introspective hat on and created some New Year Resolutions for yourself. Wanted to finally run that marathon? On the list. Wanted to juice cleanse your way to inner peace?

Stop Building Your Competitive Advantage and Start Building Your Customer Advantage

Amity

Power has shifted from vendors to customers. Using everyday digital technology, customers have ready access to information, people and resources. These empowered customers have higher expectations and lower loyalty than just a few years ago.

Don’t Wait For The New Year To Resolve To Do Better.

Annie Tsai

Customer Experience Management Personal random stuff drawerThis time last year, perhaps you put your introspective hat on and created some New Year Resolutions for yourself. Wanted to finally run that marathon? On the list. Wanted to juice cleanse your way to inner peace? That made it too. While the New Year (and milestones in general) is a nice symbolic way to […].

Touchpoint Measurement 101: Part III

Touchpoint Dashboard

Touchpoint Measurement Challenges As we’ve outlined in Part I and Part II of our Touchpoint Measurement 101 series, a formal, ongoing and consistent touchpoint measurement system forms the backbone of any successful customer experience management program. Blog Experience Map Journey Map Touchpoint Map

Big Data and the Customer Experience with Paul Dunay

Andrew Maher

He also has a nose for data and has been looking closely into how data and the customer experience play a role together. He also has a nose for data and has been looking closely into how data and the customer experience play a role together. What have you learned from those large or small in their challenges when approaching the online client/customer? What role might all this data play in improving the customer experience?

Data 62

Paying Attention to the People with Kate Nasser

Andrew Maher

Kate Nasser has a speciality she loves to talk about: how the quality of the people, their training, their coaching can make the world of difference to the customer service you can offer as a company. As much […] Kate Nasser has a speciality she loves to talk about: how the quality of the people, their training, their coaching can make the world of difference to the customer service you can offer as a company.

5 Keys to Customer Experience for the Future

ClearAction

5 Keys to Customer Experience for the Future. I have a dream that in the future we'll look back and say "Remember how hard it was to be a customer back in the 2010s? Yet, for customer experience (CX) managers in companies, these are the first things on their minds.

ROI 112

14% of Zappos Staff Quits (Which is Just Fine for Employee Engagement)

PeopleMetrics

Customer experience darling Zappos recently reported 210 of its employees have resigned. Since 2013, Zappos has been working toward an organizational system known as Holacracy. For the sake of brevity, Holacracy is based on self-management, self-organization, and efficiency.

Customer Experience Transformation Through Proactive Engagement

ClearAction

Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker. Employee engagement drives transformational changes that enable you to have quality in everything you do,” explained Carolyn Muise, Vice President of Total Customer Experience (TCE) at EMC.

Focus on One Thing at a Time in Customer Experience Strategy

PeopleMetrics

Because improving customer experience involves people, complex systems, and ongoing measurement, customer experience strategy can be a complicated task. Here are three reasons why focusing on one thing at a time is a good idea for your customer experience strategy : 1.

How to Evolve Banking Customer Experiences for Survival

PeopleMetrics

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). In 2006, the most common reason customers visited a branch was to deposit funds.

CMO’s Investment Priorities 2014 – I’m shocked

Doug Leather

I downloaded an infographic [link] this morning from Customer Management Exchange Group that shows the Top 5 Areas of Investment for Marketing Leaders and how investment priorities have changed for strategic marketers over the last 12 months.

“1 slide, 1 beer, and the CEO:” How Jim Harwood kick-started Farm Bureau’s CX program

Qualtrics

But if you back up, there’s so much more to Jim’s story – and the background to how he’s set up and run two successful CX programs are a case study in supreme stakeholder management. In 2013, Farmers Insurance set up a cross-functional leadership group – all of us vice presidents – and I was going to be the CX guy,” says Jim. “I Fast forward four years and Jim had transformed Farmers Insurance’s approach to CX and driven up customer retention as a result.

You Can’t Legislate Customer Centricity

Beyond Philosophy

One interesting bit of his speech touched on an important issue for Customer Centricity: data breaches. He said the federal standard he would impose to notify Customers their information had been compromised should be 30 days. This is a law for the “non-Customer centric” organizations.

How is Your Business Dealing with the Paradox of Choice?

Beyond Philosophy

That post-purchase anxiety about a decision is a common affliction for Customers. Reducing choices isn’t the answer though, as customers are attracted by large assortments; i.e. they like the feeling of having an abundance of choice. are ways to ease the customer decision making. .

CEM 124

Is Home Delivery the Right Marketing Strategy?

Beyond Philosophy

Same Day Home Delivery is the latest trend in mega online retailers to improve their reach to Customers. According to analysts, online home grocery market was worth almost $275 Billion in 2013. Logistics or Customer Habits?

Subconscious Clues That Call People to Action

Beyond Philosophy

Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. By paying attention to the subconscious ways you help your customers make a choice they are happy with, you create a win win for everyone involved. Of course, these examples are about the subconscious experience as none of these things make sense.

Retail 101

What really makes customers happy?

ijgolding

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Management.

Report: Lessons in CX Excellence, 2015

Experience Matters

This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

Report 283

SaaS Customer Experience Starts in the C-Suite

Experience Investigators by 360Connext

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. The customer success team is abreast of the entire customer lifecycle to ensure the client experience is positive from closing until forever.

What is Your Company Doing to Celebrate Its #CX Professionals?

CX Journey

CX Day is a celebration of customer experience professionals, those folks who work tirelessly to design and deliver a great customer experience to their customers. This day is meant to not only highlight the profession but also to continue to raise awareness of the importance of the customer experience. I've been involved with planning CX Day since 2013 and have been actively engaged in both online and offline events for it every year.

Business-to-Business Customer Experience Advice Highlights

ClearAction

Business-to-Business Customer Experience Advice Highlights. Business-to-business customer experience management has certain complexities and advantages that need to be well understood by practitioners and vendors alike. Business-to-Business Customer Experience.

B2B 68