Maz Iqbal

OCTOBER 10, 2014

The focus of this conversation is the customer experience themes that Nunwood call attention to in their 2014 UK Analysis Report. What Are The Primary Customer Experience Themes? I shared one of these customer experience themes with you in the last one. Employees Come First, Customers Come Second.

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. So let us reintroduce you to our Faces from 2014. We look forward to meeting more interesting professionals like them in 2015!

Meeting 60

Meeting Customer Experience Employee Engagement Contact Center 60

Alida

APRIL 28, 2016

The company has become synonymous with inbound marketing in the martech world, helping it successfully go public in 2014. If the image that you project doesn’t accurately reflect your culture, current and former employees will call you out. Engage with empowered employees. Final thought.

Employee Engagement 100

Employee Engagement Culture Engagement Handbook 100

Experience Matters

SEPTEMBER 29, 2014

McDonald’s recently announced the appointment of its first VP Customer Officer , Fred Ehle. In Temkin Group report, ROI of Customer Experience, 2014 , we found that a modest improvement in customer experience can generate an average of $437.5 Customer experience Fred Ehle McDonalds' Ehle has some work to do.

Customer Connectedness 264

Customer Connectedness ROI Employee Engagement Brand Values 264

Experience Investigators by 360Connext

OCTOBER 2, 2014

This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. The second annual #CXDay is October 7th, 2014. What’s the value of customer experience? Value to customers. The Second Annual #CXDay is October 7th, 2014.

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

Maz Iqbal

OCTOBER 16, 2014

Today’s conversation completes this four part series ( part 1 , part 2 , part 3 ) centred on Nunwood ‘s 2014 UK Analysis report. What Does It Take To Excel At The Customer Experience Game? Rather, the best dividends come from understanding how to accelerate the rate of customer experience change. .

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder. Share the best stuff!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Experience Investigators by 360Connext

DECEMBER 3, 2014

moments that make a big difference in the customer experience. We find new ones to showcase all the time, so we wanted to leave you with some of our favorite examples from 2014. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. It’s an ongoing obsession.

Innovation 232

Innovation Customer Service Social Media Consulting 232

Confirmit

MARCH 1, 2018

One such client is the UK’s largest retail general insurer which owns a range of brands delivering insurance services to millions of customers through multiple channels. ENGAGE began working with the insurer in 2014 to undertake a strategic, long-term employee engagement program.

Employee Engagement 40

Employee Engagement Engagement Insurance Case Study 40

Think Customers

NOVEMBER 2, 2014

Since its inception in 2004, the 1to1 Media Customer Champions has grown into a one-of-a-kind awards program that honors and spotlights the individuals responsible for game-changing customer-focused strategies-- a truly unique event that honors the leaders who create innovative change in their organizations. 1to1Media.com/weblog.

Employee Engagement 70

Employee Engagement Loyalty Innovation Customer Engagement 70

Experience Matters

JANUARY 7, 2016

In our listing of customer experience trends for 2015 , I labeled 2015 as “ The Year of the Employee.” ” To help accelerate the focus, we created our Engage Employees campaign. I hope that you were able to find ways to focus on your employees last year, and that those efforts continue into the future.

Employee Engagement 120

Employee Engagement eBook B2B Tips 120

Beyond Philosophy

NOVEMBER 10, 2014

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. Whilst the transactional business is more interested in repeat purchases and their frequency, the subscription business is mostly interested in how long customers remain loyal.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

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

JULY 18, 2014

. . July 2014 News . . Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural transformation they are losing the hearts and minds of their employees. Orlando, FL October 21-23, 2014.

CEM 40

CEM Customer Experience Conference Employee Engagement 40

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. 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 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

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

Wired and Dangerous

MARCH 7, 2016

Customer service can be a lot like that man. We stop seeing the details of our customer’s experience; we cease standing in our customer’s shoes. Processes become a lot like wallpaper to a resident and we become afflicted with a type of blindness that keeps us from appreciating our customer’s world. The percentage of U.S.

Employee Engagement 70

Employee Engagement Training Engagement Financial 70

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. But once a month, while recording our podcast Crack The Customer Code , I get my lunch from the Mariano’s across the street. No customer wants soup that has spilled all over the bag.

Customer Service 110

Customer Service e-support Social Media Leadership 110

Customer Bliss

FEBRUARY 16, 2017

A lot of companies tend to focus most of their attention on external stakeholders, which would typically include customers and potentially investors. You obviously want to pay a lot of attention to the people who buy your product/service (customers) and the people who help you have money to do it better (investors, if you have any).

Employee Engagement 175

Employee Engagement Case Study Hotels Engagement 175

Customer Interactions

JULY 7, 2015

It’s easy for organizations to get caught up trying to please their customers in every way possible. But must the focus be solely on the customer? The employees deserve just as much TLC. 2014 is the year to shift the focus from the customer to the employee. Shorter wait times? Loyalty programs?

Employee Engagement 28

Employee Engagement Engagement Loyalty Programs Wait Times 28

CX Journey

MARCH 10, 2015

I was doing some research for a webinar on employee experience that I''ll be hosting with Intradiem on March 18, and came across Aon Hewitt''s Global Trends in Employee Engagement 2014 report. And why is that a goal worth setting - and achieving - for your organization? Strong leadership : I think this is my favorite.

Company 80

Company Employee Engagement Leadership Employee Experience 80

Experience Investigators by 360Connext

MARCH 4, 2015

If you haven’t yet discovered our podcast, Crack The Customer Code, I hope you will soon. We released our 15th episode , and it’s been quite the learning experience for my co-host Adam Toporek from Customers That Stick and me! Better customer service FTW. Customer inclusion from the start. What do you think?

Customer Service 110

Customer Service Airlines Social Media Loyalty 110

Experience Investigators by 360Connext

MARCH 23, 2015

What this means for some companies is getting to know customers in really great ways. Quirky Customer Personas. They get to know their customers and communicate with them in the ways that create major engagement. Rod shared how they learned about their customers in many ways, and then had to respect what they learned.

Insurance 110

Insurance Social Media Consulting Employee Engagement 110

CX Journey

JULY 10, 2014

It appeared on their blog on March 17, 2014. and how is it used to deliver a great customer experience? Data Sources Any initiative to improve the customer experience will be unsuccessful without understanding the customer and his needs. What is big data? To do that, we must have the right data at our fingertips.

Data 177

Data Customer Experience Customer Journeys Analysis 177

Alida

DECEMBER 15, 2016

The report, conducted by consulting firms Prophet and GM Healthcare Camden Group, found that between 2013 and 2014, M&As increased by 14 percent, while patient satisfaction across the industry declined three percent. Unfortunately, compared to other industries, health care lags in employee engagement.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

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 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. Voice of the Customer Renovations.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping. Kevin Gibson, Humana #ngce.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

ijgolding

NOVEMBER 17, 2016

BM: Generally, the customer engagements I’m proudest of are those where the value of becoming more customer-centric has been amply demonstrated and I’ve “converted” sceptics within the company. With the help of our good friend and CX colleague, Bruce Temkin , here are three questions he posed to us to which we responded below.

Customer Experience Professionals 120

Customer Experience Professionals Customer Experience Customer Centricity Customers 120

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

Experience Investigators by 360Connext

JANUARY 21, 2015

Many customers experience the product or service offered by an organization differently than how the organization anticipates. Understanding the customer journey end-to-end helps brands innovate around the experience. But the experience is more than what a customer does after purchase. WHAT does your customer really want to do?

Customer Journeys 110

Customer Journeys Airlines Travel Social Media 110

Customer Enthusiast

SEPTEMBER 5, 2014

With the start of the 2014 NFL football season, I got to thinking about how customer service is like football. In face-to-face customer service, “blocking and tackling” consists of smiling, making eye contact, and adding energy to one’s voice. Customer Service Employee Engagement Enthusiasm at Work!

Customer Service 67

Customer Service Employee Engagement Retail Customers 67

CX University

JANUARY 8, 2019

Today, Empathy Is the Bottom Line for Customer Loyalty. Customers are placing increasing value on their experience, not the products or the price, but their experience with the company selling their products and services. This experience can be utterly destroyed when employees cannot empathize with their customers.

Employee Engagement 104

Employee Engagement Sales Leadership Report 104

CX Journey

APRIL 19, 2016

I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience. Sadly, many companies still aren't focusing on the employee experience. Engaged employees lead to.

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

Think Customers

DECEMBER 9, 2014

According to PwC Saratoga''s 2013/2014 U.S. Human Capital Effectiveness Report, nearly 60 percent of companies don''t require managers to develop an action plan for employee engagement. But one of the biggest problems with annual or bi-annual polls is that action often isn''t taken.

Survey 74

Survey Employee Engagement Report Engagement 74

ProProfs Chat

JANUARY 30, 2020

“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online. Customer expectations.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

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