Experience Matters

MAY 12, 2015

Here’s the executive summary: For the sixth straight year, Temkin Group surveyed nearly 200 large companies to evaluate the state of their Customer Experience (CX) management. Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness.

Report 120

Report Customer Connectedness Management Effort Score 120

Engine Insights

OCTOBER 2, 2015

Each year, ORC International celebrates excellence in employee engagement amongst our clients around the world. Winners of ORC’s International Excellence in Employee Engagement Award achieve the highest engagement survey scores relative to external benchmarks. The employee culture is one of energy and enthusiasm.

Employee Engagement 40

Employee Engagement Engagement Customer Centricity Social Media 40

Strativity

AUGUST 19, 2014

Hackensack, NJ (PRWEB) August 19, 2014. AMSI) Customer Service Development Director, Tracy Riazzi and Strativity President Lior Arussy on Tuesday, September 10th as they discuss how they went beyond a score to change company culture and improve employee satisfaction, which in turn is driving higher profits and increased customer loyalty.

Employee Engagement 40

Employee Engagement Sales Engagement Automotive 40

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” With this post, I’m declaring 2015 “ The Year of the Employee.”. We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. CX Training & Engagement.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Beyond Philosophy

JUNE 12, 2015

With all the focus on Customer Experience over the years, and the increasing resource that organizations have put into improving the Customer Experience, what have been the results? The American Customer Satisfaction Index (ACSI) uses an overall U.S. over the four quarters of 2014).

Net Promoter Score 60

Net Promoter Score Customer Experience Trends NPS 60

Experience Investigators by 360Connext

JANUARY 30, 2015

With the personalized service, outstanding selection and in-store cafe options, they’ve built a loyal following of customers. I didn’t have much experience with Mariano’s simply because there isn’t one in my part of town…yet. His experience has been the same. No matter who is at the register.

Customer Service 110

Customer Service e-support Social Media Leadership 110

CX Journey

OCTOBER 23, 2014

It appeared on their blog on June 19, 2014. What is the customer experience inflection point? I think the customer experience plays a huge role. I don''t think there''s a big event within the organization itself that signals you''ve reached the customer experience inflection point. Don''t think so?

Culture 173

Culture Leadership Employee Engagement Customer Centricity 173

Strativity

SEPTEMBER 15, 2014

. . . September 2014 News & Insights. . . Join Lior Arussy and Bruce Temkin as they discuss: Clear, actionable steps to design an effective customer journey map. Techniques that will elevate your customer journey mapping to the next level . ? CEM Certification – October 21 – 23, 2014. . .

Customer Journeys 52

Customer Journeys CEM Automotive Case Study 52

Experience Investigators by 360Connext

JANUARY 7, 2015

As more companies enlist the titles of Chief Customer Officer and Chief Digital Officer, the convergence becomes ever more interesting. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations. Put customers front and center. People do what works for them.

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

Beyond Philosophy

OCTOBER 24, 2014

Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. So what are these?

ROI 75

ROI Net Promoter Score CEM Conference 75

Strativity

OCTOBER 31, 2014

October 2014 News & Insights. We have improved our user experience by offering direct access to the hottest topics in the industry. Visit our new landing pages that offer inspiring and informative content about customer experience, employee engagement, cultural transformation and more! . Website News .

Customer Journeys 52

Customer Journeys Conference Customer Centricity Employee Engagement 52

CX Journey

DECEMBER 21, 2016

Image courtesy of miserablespice I originally wrote today's post for Intradiem; it appeared on their blog on December 16, 2014. There are (at least) five categories in which companies continue to fall down when it comes to the customer experience. The customer's needs and perspectives do not play a part in this type of thinking.

Company 80

Company Culture Employee Experience Leadership 80

Beyond Philosophy

OCTOBER 3, 2014

As their website says, the Royal Yacht Britannia experience is designed to tell visitors about the unique Ambassadorial role played across the World by The Queen’s former floating Palace. In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience.

Leadership 154

Leadership CEM Sports Hotels 154

Alida

AUGUST 26, 2016

A 2014 report from the analyst firm Demand Metric shows that two-thirds of companies employ different types of online communities. Support communities enable members to offer product tips to other customers, helping companies reduce customer support costs. Is it to provide an early-warning system about unhappy customers?

Social Media 100

Social Media How To Innovation Software 100

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Strativity

AUGUST 5, 2014

Strativity Group is pleased to announce our September 16, 2014 webcast, Next Generation Customer Journey Mapping, featuring Bruce Temkin, a world authority on customer experience, with Lior Arussy, president of Strativity Group. Customer journey mapping is a critical step in customer experience transformation.

Customer Journeys 40

Customer Journeys Tools Case Study Customer Centricity 40

ijgolding

SEPTEMBER 30, 2014

If you follow me on Twitter, it would not have escaped your notice that last week played host to the 2014 UK Customer Experience Awards. The 2014 awards did not disappoint. I wondered what my key learning’s for 2014 would be. It is three-quarters of a mile long!!)

Customer Experience 255

Customer Experience Groups Transportation Financial 255

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Tricia Morris

OCTOBER 22, 2015

This typically leaves employees feeling the organization doesn’t offer much information at all, or if they do, that’s it not current or accessible. And whether that perception permeates HR, IT, marketing, sales or customer service, it erodes employee engagement and ultimately, overall business success. Engagement.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

Natalie Petouhof

DECEMBER 14, 2015

Tweet The report by Capgemini, “ Organizing for Digital: Why Digital Dexterity Matters ” — conducted in collaboration with MIT Center for Digital Business — reveals that digital organizations reported outperforming competitors on key performance indicators, such as customer satisfaction and innovation.

Report 40

Report Company Leadership Technology 40

Beyond Philosophy

OCTOBER 3, 2014

As their website says, the Royal Yacht Britannia experience is designed to tell visitors about the unique Ambassadorial role played across the World by The Queen’s former floating Palace. In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience.

Leadership 68

Leadership Sports Hotels Social Media 68

Experience Investigators by 360Connext

OCTOBER 6, 2014

A few years ago, I would utter the phrase “customer experience” and get the strangest looks from people. Here, without further ado, are the reasons I believe customer experience is the key to happy customers , employees and people in general. Great customer experiences can do that.

Customer Experience 289

Customer Experience Social Media Employee Engagement Consulting 289

Beyond Philosophy

OCTOBER 3, 2014

As their website says, the Royal Yacht Britannia experience is designed to tell visitors about the unique Ambassadorial role played across the World by The Queen’s former floating Palace. In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience.

Leadership 60

Leadership Sports Hotels Social Media 60

ijgolding

SEPTEMBER 29, 2015

September is the month where Customer Experience in the UK is celebrated – and celebrated in style. On Friday 25th September 2015, hundreds of passionate Professionals who excel in demonstrating the power of Customer Experience, convened in London for the UK Customer Experience Awards.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Journeys Customer Centricity 120

Strativity

JULY 16, 2014

Hackensack, NJ (PRWEB) July 16, 2014. Strativity Group’s next Customer Experience Management (CEM) Certification program will be held in Orlando, FL., October 21-23, 2014. To register for the Orlando, FL program, October 21-23 2014, visit this link. Mapping and prioritizing the customer journey.

Customer Experience Management 40

Customer Experience Management Groups CEM Customer Experience 40

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. 1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

CX University

APRIL 26, 2018

They replace the top-down hegemonic system most enterprises still use, replacing the traditional schema with a new way of distributing real authority that instills adaptiveness and employee engagement in the fabric of an organization. Self-Governance Is Larger than Customer Experience, Much Larger.

Customer Experience 74

Customer Experience Government Policies Innovation 74

Michel Falcon Experience

SEPTEMBER 24, 2015

Do you want to know the number one question I’m hearing today from executives, professionals just like you, that want to improve their company’s customer experience? Customer experience is a growth strategy. bctt tweet=”Customer experience isn’t agnostic to a specific industry or size of company.

Customer Experience 60

Customer Experience eBook Social Media Training 60

Michel Falcon Experience

FEBRUARY 19, 2016

If you’re reading this, you most likely have a career in customer experience. Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. If this strategy worked for me, surely it will work for you too!

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Experience Matters

FEBRUARY 23, 2015

We’re often asked to help people who have recently taken on new responsibilities in customer experience (which is commonly abbreviated as CX). This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty. Customer experience'

Customer Connectedness 120

Customer Connectedness Customer Experience Infographics Video 120

Strativity

OCTOBER 28, 2014

Hackensack, NJ (PRWEB) October 28, 2014. Expertly executed Journey Mapping acknowledged as the cornerstone of successful customer experience innovation. Strativity Group, a global customer experience transformation firm, is listed in the October 2014 Forrester Research, Inc. About Strativity Group, Inc.

Customer Journeys 40

Customer Journeys Report Customer Centricity Groups 40

Strativity

AUGUST 19, 2014

Hackensack, NJ (PRWEB) August 19, 2014. a global customer experience research and consulting firm specializing in driving employee engagement, performance and cultural transformation, has been named to Inc. The 2014 Inc. is a global Customer Experience transformation firm. ” Methodology.

Company 40

Company Conference Employee Engagement Consulting 40