Innovative Metrics Can Be Both Good and Bad
Middlesex Consulting
JANUARY 3, 2024
You expected that as your graphs improved, your customers, stakeholders, or higher-ups would see and appreciate significant increases in the value they received.
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Middlesex Consulting
JANUARY 3, 2024
You expected that as your graphs improved, your customers, stakeholders, or higher-ups would see and appreciate significant increases in the value they received.
The DiJulius Group
OCTOBER 4, 2023
Among The DiJulius Group’s consulting clients is Standard Aero, one of the world’s largest independent maintenance, repair, and overhaul providers for business aviation, commercial aviation, military, and industrial power customers. Like a growing number of organizations, it has a Customer Advisory Board (CAB).
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NobelBiz
FEBRUARY 6, 2024
This article, inspired by insights from Holly Depies , contact center software consultant and SMS expert at Nobelbiz aims to unravel the complexities of SMS marketing, from compliance hurdles to strategic innovations, equipping you with the knowledge to transform your SMS campaigns into potent engagement tools.
InMoment XI
JANUARY 18, 2023
The XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.
Beyond Philosophy
DECEMBER 16, 2023
The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond AI’s enthralling me these days, and it seems the world’s caught in the same spell. One realm set for a profound AI makeover is customer market research—a topic worth diving into since it’s likely on many of your radars too.
InMoment XI
SEPTEMBER 28, 2022
Customer experience (CX) measurement has become a priority for most large organizations. Systematically gathering and analyzing data from online surveys and other sources such as product reviews, customer complaints, etc., 21st century business is won and lost based on who can deliver the best customer experience.
Forrester's Customer Insights
JULY 5, 2021
The goal of innovation consulting is to boost competitive advantage, drive greater differentiation, improve operational efficiencies, create great customer experiences, and streamline innovation project management.
CSM Magazine
JANUARY 24, 2024
In this article we’ll look at vital aspects of Drupal development, focusing on website development consulting and the benefits of a headless frontend. Web development consulting: the essence and importance Web development consulting is not just a service.
Experience Investigators by 360Connext
MAY 24, 2016
Customers can’t always tell us what they want, even when we ask them to leave feedback. Customer data, feedback and market research can still help guide your next innovation. The post 3 Ways to Let Customers Guide Your Greatest Innovation appeared first on Customer Experience Consulting.
Beyond Philosophy
MARCH 8, 2019
One thing many positive Customer Experience stories people tell have in common is they involve a moment that surprised and delighted customers. Customer loyalty consultants refer to it as Innovative Customer Experience, and it is the key to getting your customers to talk about your experience to everyone they know.
SurveySensum
FEBRUARY 1, 2024
So, it’s super important to listen to the voice of the customer. When customers give direct and honest feedback, it helps a lot in making products better. But the real magic happens when we turn this product feedback into practical steps for innovation. Meeting customers on platforms they use daily (e.g.,
Experience Investigators by 360Connext
DECEMBER 17, 2014
Eye-popping innovation for top-notch service. He’s a #CX pioneer with several start-ups and consulting practices under his belt, a client roster of 400+ companies in 25 countries, who claim $1.5B+ in additional value from their work with him. The new flagship store is located in New York City.
Experience Investigators by 360Connext
DECEMBER 3, 2014
moments that make a big difference in the customer experience. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.
One Millimeter Mindset
JANUARY 28, 2021
How will you wrestle with and leverage change for your professional innovation this year? These January professional innovation posts offer insights, strategy, tips, and pathways to get your career aligned with continuous change. Are You Managing Teams for Innovation or Stasis? 3 Ways to Avoid Professional Complacency in 2021.
TechSee
AUGUST 14, 2023
TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.
CSM Magazine
JUNE 27, 2023
Sabio Group and its specialist Salesforce CRM consultancy, makepositive , are to tackle the AI evolution sweeping across the customer service industry as part of their participation at the forthcoming Salesforce World Tour 2023. “AI is no longer a concept of the future.
TechSee
JUNE 16, 2022
Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.
Experience Investigators by 360Connext
MARCH 30, 2016
Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term loyalty from customers. We all see the […].
SAP Customer Experience
NOVEMBER 27, 2023
Virtual 22 de Novembro, 2023 Agenda Caro cliente, Temos o prazer de o convidar para o SAP MaxAttention Innovation Workshop focado em ‘Downtime Optimized Conversion for SAP S/4HANA’ que terá lugar virtualmente a 22 de novembro de 2023. Consulte a agenda atual aqui. No mundo atual, as organizações que inovam.
Lumoa
MAY 5, 2022
Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.
Experience Investigators by 360Connext
FEBRUARY 18, 2015
We’ll have more to share from this later this week, but for now, we wanted to share an observation about innovation. Is innovation so forward-looking you can’t rely on customer feedback? Or should customer feedback be what drives everything, including innovation? What do you think?
Experience Investigators by 360Connext
SEPTEMBER 7, 2016
Brands need to keep innovating. Innovation is about responding to the market, anticipating needs, and using a little magic to appeal to customers. I often wonder about the companies that don’t innovate. The post Are You Talking Yourself Out of Innovating? appeared first on Customer Experience Consulting.
TechSee
NOVEMBER 20, 2018
Truck Rolls – or the need to dispatch a technician to a customer’s location for service – represent one of the largest costs in customer service operations, across a wide range of industries. Then, a wide service window requires the customer to take time off from work – a practice that is both inconvenient and frustrating.
Strativity
NOVEMBER 21, 2019
Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Think about a great customer experience you’ve had.
Experience Investigators by 360Connext
MARCH 26, 2024
Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today. Will this approach truly empower customers or is it merely a stepping stone to a fully digital future?
Second to None
JULY 25, 2019
With new technologies and consumer trends, the concept of customer effort has evolved tremendously over the years. In the current day, customers cannot be bothered to exert any unnecessary energy, and why should they? So what exactly is customer effort and why is it important? Measuring Customer Effort.
West Monroe
JUNE 6, 2023
As long as technology continues its creep into every facet of our daily lives, customer expectations for organizations’ products, services, and experiences will continue to evolve. That’s why innovation is so critical. But the innovation landscape is changing fast—and not in linear fashion.
COPC
APRIL 1, 2024
The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).
Heart of the Customer
JANUARY 22, 2020
22, 2020 /PRNewswire/ — Heart of the Customer (HoC), one of the nation’s leading journey mapping consultancies, and Usermind, a pioneer in Experience Orchestration (XO), today announced a strategic partnership that will revolutionize how businesses map, orchestrate, and optimize their customer journeys. SEATTLE, Jan.
Experience Investigators by 360Connext
AUGUST 18, 2016
The post Mobile Innovation Is Not About Your Phone! appeared first on Customer Experience Consulting. While “Mobile First” has been the mantra for at least the last few years for most smart companies, it’s really only taking off now. And now it’s almost too late.
Micah Solomon
OCTOBER 11, 2018
The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience. Upgrade your technology.
Wired and Dangerous
DECEMBER 2, 2014
How can you make a strong emotional connection with customers? As we often tell our consulting clients, “it is not hard”! There are several common components we find that deliver the “special” feeling to customers that bring them back and cause them to advocate for your business. Are you using the customer’s name every time?
Natalie Petouhof
FEBRUARY 23, 2016
Capgemini Turns Up the Heat: Based in New York City and London, Fahrenheit 212 will contribute its specialized capabilities for innovation strategy and consumer-centric design to the broader offerings of Capgemini Consulting. Covering the Latest in Digital Transformation, using IOT and the Cloud to make Awesome Customer Experiences.
Kerry Bodine
OCTOBER 20, 2021
Here’s how I define customer experience: It’s your customers’ thoughts, emotions, and perceptions about their interactions with your organization. But here’s what innovative organizations understand: Customer experience is the superhighway to business success. Behaviors: You customer calls customer support.
Experience Investigators by 360Connext
FEBRUARY 23, 2015
This means more than just amazing new vehicles, this means learning about how storied industries like this one continue to use the voice of the customer in their product development. Customers have a new voice in innovation. Any industry can learn how to hear customer feedback and weigh it against what’s next.
Oracle
DECEMBER 6, 2018
From consumer-focused computer repair, to monitoring large machinery for industrial organizations, field service plays a critical role in delivering a winning customer experience. New apps and technologies are improving customer management, streamlining service delivery, and helping field services professionals complete strategic repairs.
Experience Investigators by 360Connext
JANUARY 30, 2024
Get ready to navigate the cutting-edge of customer experience (CX) with Jeannie Walters and special co-host Michelle Morris – Associate Director of CX Business Transformation at Verizon Connect. Discover how this innovation could transform the checkout experience, tackle theft, and what it means for customer engagement.
TechSee
APRIL 1, 2024
Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service. From simplifying support interactions to personalizing the experience, TechSee’s new offerings aim to elevate customer satisfaction while reducing costs to record lows.
Micah Solomon
OCTOBER 12, 2018
The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Customers today are looking for a genuine style of customer service and are allergic to anything that feels insincere or saccharine.
Customer Bliss
APRIL 23, 2021
Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And, Chip explained it in this way: “I want to talk about trust.
ClearAction
DECEMBER 30, 2017
Customer-Centric Innovation Lynn Hunsaker. What defines a customer-centric organization, and why is taking a customer-centric approach increasingly seen as important? Clear Action’s Lynn Hunsaker and Patricia Seybold Group’s Matthew Lees argue the business case for a customer-centric organization. Lynn Hunsaker.
Strativity
JUNE 23, 2023
We are thrilled to see our talented design studio recognized by its peers and community for its innovative approach and exceptional aesthetic,” added Bill Kanarick, CEO of Material. The team set out to create something memorable, experiences that would resonate with our customers. The creative process can be tough.
One Millimeter Mindset
NOVEMBER 19, 2018
Innovative customer retention should not be a rare occurrence. However, in many organizations, innovative is the last thing customers expect. First of all, customers continuously re-evaluate why they do business with us. And third, our actions consistently fall short of customer expectations.
Beyond Philosophy
FEBRUARY 20, 2020
We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. We spoke with Messina in a recent podcast about how a brand can humanize itself for its customers. So how can you use this insight?
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