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!

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.

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

MaritzCX

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

MaritzCX

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

MaritzCX

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.

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. 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.

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. You need to know what your customers like and what they don’t like.

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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. I suggest that mapping be done to outline the ideal perfect customer experience that you’d love to be able to deliver to your customers.

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.

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.

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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.

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.

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.

B2B 50

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. blog posts for 2014 were: Got Empathy? :

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.

Data 260

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.

Data 260

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.

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.

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.

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. We were also able to use this data to predict future membership length based on the quality of experience.

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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.

Trends 260

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.

Trends 260

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.

Is Your Customer Experience Infected?

Beyond Philosophy

But when it comes to Customer Experience, Cooties are a real thing and they are affecting the decisions that your Customer’s make. So how are cooties affecting your customer experience? The Power of Our Mind to Shape Our Customer Experiences.

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.

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. Where does your experience stop?

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.

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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. Don’t underestimate the scent in your retail experience design.

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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.”. Well, there you have it!

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.

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. The Month in Customer Service Blogging.

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

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18 Reasons to Map Customer Journeys

CX Journey

Or are you still wondering why it''s an important tool to have in your customer experience management toolbox? I think customer experience professionals have made huge inroads in that regard this year. maps aren''t just for the customer experience.

Is Your Customer Experience Suffering from Short-Sightedness?

CX Journey

I originally wrote today''s post for The DiJulius Group ; it was posted on their blog on May 15, 2014. Is your company short-sighted when it comes to the customer? As such, we need to envision the experience not only for now but also for well into the future. *I

Watch A Great Emotional Ad That Is Critically Acclaimed

Beyond Philosophy

When you evoke emotions that create a good memory based on the content of your ad, you create Customer Expectations for your experience. It is essential that you connect your Customer Experience to these ads, and sustain this emotional experience for Customers.

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.

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. .

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How to Make or Break Your Customer Experience

Beyond Philosophy

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them.