Human and Automated: Customer Experience Management at Its Best

Michelli Experience

According to research conducted by Software Advice, manually trying to manage customer relationships and consumer complaints through email and spreadsheets is going the route of rotary-dial phones! Integrated software solutions are becoming essential for customer relationship management

Reputation Management or Customer Experience Management?

CX Journey

Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? companies have a myriad of options for listening to customers online and uncovering when and where good and bad experiences are taking place. Sites have even popped up where businesses can review customers ! In walks reputation management. Most of reputation management is focused on pushing down negative search results.

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Where does Reputation Management Fit into Your Customer Experience Management Program?

MaritzCX

Last week, in my blog called “Reputation Management: Customer Experience or Marketing,” I established that reputation management is a way to assess an individual’s customer experience and, more importantly (to companies), a marketing tool to manage the impact of past customer experiences on other customers’ decision making in the future.

Where does Reputation Management Fit into Your Customer Experience Management Program?

MaritzCX

Last week, in my blog called “Reputation Management: Customer Experience or Marketing,” I established that reputation management is a way to assess an individual’s customer experience and, more importantly (to companies), a marketing tool to manage the impact of past customer experiences on other customers’ decision making in the future.

Where does Reputation Management Fit into Your Customer Experience Management Program?

MaritzCX

Last week, in my blog called “Reputation Management: Customer Experience or Marketing,” I established that reputation management is a way to assess an individual’s customer experience and, more importantly (to companies), a marketing tool to manage the impact of past customer experiences on other customers’ decision making in the future.

Customer Service – Which Comes First – the Customer or Your Staff?

Kristina Evey

Which Comes First – The Customer or Your Staff? Customer service is an obvious and crucial focus for any company looking for sustainable financial success. You MUST focus on customers. Customers today are leaving businesses that take them for granted. Customers are looking for those businesses that understand they are only one option and make it their goal to be the BEST option in terms of customer service and experience.

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. My own personal experience is that I didn’t enjoy writing them at all. I think it sends such an impactful message when we take just a few minutes to send Thank You notes to our clients and customers (and our personal friends too, for that matter). Well, first off, you should be sending them to any new customer. The manager of the store always sends me a Thank You note.

Customer Service – It CAN Earn You Loyal Customers!

Kristina Evey

I preach continually about the importance of Customer Service and am really happy to share this personal story. Just moments after my second inquiry, the restaurant manager, Tony, appeared and genuinely apologized for our wait. We told him how happy we are with the restaurant and have come back every year because of the great experience we consistently have. Now, this is the type of service experience I train my clients to deliver to their customers.

Customer Service Surveys – Have Them Take a STAND!

Kristina Evey

I often work with clients to create customer surveys to get valuable feedback from customers about the way they do business, ways to improve, what is working, what isn’t, etc. I like to provide the following options for quantitative options… Take a Stand with Customer Feedback. You need to know what your customers like and what they don’t like.

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Customer Loyalty and Profits Thrive In a Strong Customer Centric Culture

Kristina Evey

Getting new customers, keeping those customers, and making more money are the goals you have for your business, right? When I explain that customers will absolutely do business and spend more money with the companies that have a solid foundation, know who they are, how they want to do business, how they want customers to be treated, how they want their staff to work together internally, they start to pay attention.

Customer Experience Mapping Puts the Pieces of Customer Satisfaction & Loyalty Together

Kristina Evey

Put the Pieces of the Customer Experience Together with Customer Experience Mapping. Call it Customer Experience Mapping, Journey Mapping, Customer Touchpoints… The thing to understand is that the companies that use these practices recognize higher levels of customer satisfaction and customer loyalty. Start at the beginning and consider the journey of the customer through your company as they do business with you.

CX Workshop in South Beach on Dec 9th & 10th

Experience Matters

A few openings remain for Temkin Group’s workshop in South Beach on December 9th & 10th : Driving Customer Experience Transformation. Immerse yourself in a highly interactive learning experience, taking home leading-edge approaches to customer experience management. Customer experience

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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. Over time, however, there has been a gradual recognition of the importance of having an executive in the C-Suite responsible for elevating and growing the customer experience; as of this year, 22% of Fortune 100 Companies and 10% of Fortune 500 Companies have a CCO onboard.

Excellent Customer Service is PROACTIVELY Connecting the Dots

Kristina Evey

One of the best ways to increase customer satisfaction and to improve the customer service skills your staff delivers is to encourage your staff to proactively “Connect the Dots” for your customers. Customers are looking to service and product providers not only to help make the purchase, but to help them accomplish their goals as quickly as possible. But this experience was different.

6 Product Design Questions Every B2B Customer Experience Manager Should Be Able To Answer

Daniel Group

A few weeks ago, I was reading through several thousand voice-of-the-customer (VoC) comments we’d gathered for a client 1 when I was stopped in my tracks by a quote. The customer told us that while he preferred a competitor’s product, he’d purchased our client’s product instead because he preferred the experience he’d had with our client’s sales representative. First, you must find out what customers need before opening your product design toolkit.

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VoCFusion Day 2 – Best Practices and a Look at the Future

MaritzCX

Day 2 at VoCFusion 2014 was packed with real-world best practices in the art and science of customer experience, with a little glimpse of the future and inspiration rolled in. Allegiance founder Adam Edmunds (@adamedmunds) presented a view at the future of customer experience management by pointing out how successful new technologies that collect data also provide users with a way to interact with that data.

Data 200

VoCFusion Day 2 – Best Practices and a Look at the Future

MaritzCX

Day 2 at VoCFusion 2014 was packed with real-world best practices in the art and science of customer experience, with a little glimpse of the future and inspiration rolled in. Allegiance founder Adam Edmunds (@adamedmunds) presented a view at the future of customer experience management by pointing out how successful new technologies that collect data also provide users with a way to interact with that data.

Data 200

VoCFusion Day 2 – Best Practices and a Look at the Future

MaritzCX

Day 2 at VoCFusion 2014 was packed with real-world best practices in the art and science of customer experience, with a little glimpse of the future and inspiration rolled in. Allegiance founder Adam Edmunds (@adamedmunds) presented a view at the future of customer experience management by pointing out how successful new technologies that collect data also provide users with a way to interact with that data.

Data 200

Top 10 BOB Blog Posts of 2014: Empathy, Big Data and Metrics

Bob Hayes

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. Posts also included results of a few research studies that identified key drivers of business growth, biases in customer metrics and redundancy of Net Promoter Scores. blog posts for 2014 were: Got Empathy? :

Guiding the Customer’s Experience from the Passenger Seat

MaritzCX

As customer experience professionals, it’s time we realized that we are no longer practicing customer experience management, but rather customer experience enablement. When it comes to the customer journey, we’re just along for the ride. This is not to say that we cannot have an effect on the customer experience, but the role that companies need.

Guiding the Customer’s Experience from the Passenger Seat

MaritzCX

As customer experience professionals, it’s time we realized that we are no longer practicing customer experience management, but rather customer experience enablement. When it comes to the customer journey, we’re just along for the ride. This is not to say that we cannot have an effect on the customer experience, but the role that companies need.

Guiding the Customer’s Experience from the Passenger Seat

MaritzCX

As customer experience professionals, it’s time we realized that we are no longer practicing customer experience management, but rather customer experience enablement. When it comes to the customer journey, we’re just along for the ride. This is not to say that we cannot have an effect on the customer experience, but the role that companies need.

Trend Alert: The future of data-privacy requirements

MaritzCX

In customer experience management, two very divergent trends are coming to a head and could potentially change completely the way the industry does business. On one hand, programs are more and more targeted towards the individual customer. On the other, personal data and data-protection regulations are becoming more and more restrictive. Already this collision means. View Article. General

Trends 200

Trend Alert: The future of data-privacy requirements

MaritzCX

In customer experience management, two very divergent trends are coming to a head and could potentially change completely the way the industry does business. On one hand, programs are more and more targeted towards the individual customer. On the other, personal data and data-protection regulations are becoming more and more restrictive. Already this collision means. View Article

Trends 200

Trend Alert: The future of data-privacy requirements

MaritzCX

In customer experience management, two very divergent trends are coming to a head and could potentially change completely the way the industry does business. On one hand, programs are more and more targeted towards the individual customer. On the other, personal data and data-protection regulations are becoming more and more restrictive. Already this collision means. View Article

Trends 200

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. Customer Satisfaction results in a higher share price. 24 April 2014.

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4 Actions to Exceed Customer Expectations

Beyond Philosophy

I meet many organizations that say they want to exceed Customer expectations at every moment of contact. The first step in exceeding your customer’s expectations is to know those expectations.”. - For most organizations, just meeting their Customer’s expectations would provide a good experience. To create a great experience you have to define which areas that Customers most value and exceed these aspects of the Customer Experience.

Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

When they saw these purchases in the customer’s history, they decided that they would begin the targeted campaign to these women. “ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires.

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural.

Creating Award Winning Employee Engagement: A Case Study

Beyond Philosophy

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for them. Three Important Considerations for Employees When Improving Customer Experience.

Are you Inside-Out or Outside-In? Designing a Customer-Focused Process

Beyond Philosophy

An organization’s process tells me a great deal about how Customer-centric they are. Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus. The Naive to Natural assessment looks at nine areas of a company to determine how Customer centric the organization is with their Customer Experience.

Why Most Customer Experience Programs Fail

Beyond Philosophy

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. The reason your organization is delivering the experience it does today is because of the way your organization is.

4 Things We Can All Learn from a Retail Customer Experience

Beyond Philosophy

Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers. Using smells in your Customer Experience is olfactory marketing, and it works. Using scents to help create a positive experience for your retail customers works for many different industries though. Don’t underestimate the scent in your retail experience design. Undertake what we call a Customer Mirror.

Repetition is Key to Consistent Customer Experience. Keep Serving, Even When You’re Not Perfect.

Win the Customer

By repetition, good customer service actions become habits and eventually natural behavior. With effective training and consistent practice, great customer experience can be part of our natural behavior in any customer interaction. Customer Experience Management

Monthly Mash and The Omnipresent Customer

Customers That Stick

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 36: October 2014. Thoughts on the Customer: The Omnipresent Customer. If you are involved with customer experience at any level, you have likely heard the word “omnichannel” so many times in the last few years that you are seriously considering naming your next pet Omni.

The New Rules of Customer Engagement: Data-Driven & Yet Human-Centric

Win the Customer

We are living in an era of constant customer engagement. And customer engagement is more complex today with higher expectations from informed customers. Communication Customer Experience Management engagement

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. 2] The study found price increases had twice the effect on customer switching, compared to price decreases.”. An experiment was conducted with students to bet on “Heads or Tails”. How is this applicable to Customer Experience? Well, Loss Aversion is applicable to Customer Experience as well.