ijgolding
SEPTEMBER 8, 2014
'I have often said in the past how lucky I am to have so many people share their customer experience stories with me. Sometimes the stories are difficult to hear. Sometimes the stories are inspiring. In all cases I believe that through the use of storytelling, it is possible to bring to life the significance of the customer experience in the organisations we work and interact with.
Experience Matters
SEPTEMBER 15, 2014
'We created this infographic called “The Untapped Value of Employee Engagement” with some of our employee engagement research. If you like the infographic, then here are some other download formats that are made for prinintg: Click here to download the.pdf. Click here to download a 18″ x 24″ poster (.pdf). Click here to download a 18″ x 24″ poster (.png).
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Kristina Evey
SEPTEMBER 3, 2014
'Improving customer service requires the fine art of working with frustrated and upset customers. We’ve all had them. We all know the principle that if you can successfully turn around an upset customer, they’ll be more loyal to your company than if they never had an issue at all. . . But in the heat of the moment, what is the best way to connect with them to calm them down so that you can help them?
Experience Investigators by 360Connext
SEPTEMBER 29, 2014
'The following is a Best of 360Connext post. Many executives are interested in improving and understanding customer experience. They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 70% of shoppers have stopped buying goods or services from a company after experiencing poor customer service. 64% have made future purchases from a
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
InMoment XI
SEPTEMBER 30, 2014
In last week’s blog, I shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. I focused on a rather interesting finding that having an effective method of monitoring social media—in and of itself—is not strongly related to VoC program success, at least not when the measure. View Article.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ijgolding
SEPTEMBER 1, 2014
'Smiling – we all do it. Some of us do it more than others, but it is very likely that we will all smile at some point today. There are actually some very interesting facts about the facial expression we take for granted: Forcing yourself to smile can improve your mood. Smiling boosts your immune system. Smiling is contagious. Smiling relieves stress.
Experience Matters
SEPTEMBER 9, 2014
'We just published a Temkin Group report, ROI of Customer Experience, 2014. The research shows the connection between customer experience, loyalty, and revenue growth for 19 industries. Here’s the executive summary: To understand how customer experience corresponds to loyalty, we examined feedback from 10,000 U.S. consumers describing their experiences with and their loyalty to 268 companies.
Who's Your Gladys?
SEPTEMBER 26, 2014
'When your goal is to build a customer service dream team, and keep it going strong – it makes sense to learn from those who’ve already done it. That’s why we’re sharing concrete strategies from Dialog Direct, a company that offers a range of customer. Best practices Call Center Customer Service Communicating with Customers Customer Relationship Management customer service performance Dialog Direct Engagement Leadership Lori Jo Vest Marilyn Suttle performance Who''s Your Gladys?
Experience Investigators by 360Connext
SEPTEMBER 15, 2014
'The following is a Best of 360Connext post. Customers want convenience on their terms, not yours. With busier schedules and comfort with ecommerce, customers are choosing those brands who provide convenience in the way they like – not the other way around. If you are among these brands, then you understand that customers want convenience on their terms, not yours.
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InMoment XI
SEPTEMBER 30, 2014
In last week’s blog, I shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. I focused on a rather interesting finding that having an effective method of monitoring social media—in and of itself—is not strongly related to VoC program success, at least not when the measure.
Customer Bliss
SEPTEMBER 18, 2014
'In a world where products and services are available in a hundred variations, beloved companies get a disproportionate piece of the pie because of how they treat their employees and customers. Beloved companies blend commerce with their humanity. They blend their personal lives with their business lives. They make decisions that are congruent with honoring the person on the other side of the transaction.
ijgolding
SEPTEMBER 24, 2014
'Many dinner table conversations about customer experience will end up talking about the airline industry. It is almost impossible to find a human who does not have an airline ‘story’ – and most of the time the stories are not particularly positive. An industry that appears to be amongst the most glamorous has consistently struggled over the years to deliver consistently good experiences.
Experience Matters
SEPTEMBER 8, 2014
'Have you been to the CXPA’s Insight Exchange or to one of our local networking events ? They’re great. Why? Because CX professionals are a fantastic bunch of people. If you haven’t been to one of those events, then I highly urge that you do so in the future. CX professionals are a happy group. In Temkin Group’s research, State of the CX Profession, 2014 (which is free for CXPA members), we found that 98% of CX professionals agree with the statement “customer experience is a great profession to
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Storyminers
SEPTEMBER 8, 2014
'The market for mobile commerce is growing exponentially and shows no sign of slowing down. Fueling the growth are retailers that continue to improve the customer experience through responsive website design and mobile apps.
Experience Investigators by 360Connext
SEPTEMBER 24, 2014
'I had what I thought was a simple request. Let me explain. One of the nice perks of being on a certain level with American Express is gaining access to Regus business lounges throughout the world. A Regus card shows up in the mail and I use it! Not only is it a good co-working space, but they have offices everywhere. I’ve taken advantage of this perk when traveling , most recently in New York City.
InMoment XI
SEPTEMBER 30, 2014
In last week’s blog, I shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. I focused on a rather interesting finding that having an effective method of monitoring social media—in and of itself—is not strongly related to VoC program success, at least not when the measure.
Customer Bliss
SEPTEMBER 30, 2014
'Customer metrics propel the organization into understanding the customer end-game. They supply leaders with a platform to stand behind and reinforce. Getting to the classification of revenue and profitability by customer group is not a trivial project. The key is to come up with labels and categories for these groups that are simple yet meaningful.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
ijgolding
SEPTEMBER 18, 2014
'Have you ever looked up the definition of the word Empathy? I would suspect that you have not! It is not often that we take the time to read dictionaries!! If you read the definition above, it is also likely that you will find it difficult to correlate many of the words used with organisations that you interact with on a daily basis. I often tell people how rare I think it is for companies to demonstrate ‘customer empathy’ on a consistent basis.
Experience Matters
SEPTEMBER 29, 2014
'McDonald’s recently announced the appointment of its first VP Customer Officer , Fred Ehle. I applaud McDonald’s for the move. 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 million over three years for every $1 billion in annual revenues for a fast food chain.
CX Journey
SEPTEMBER 9, 2014
'Image courtesy of Dobi How is low trust impacting your organization? Your business results? I''ve written about trust at least a dozen times in the past. In response to my recent post, A Culture of Distrust , Richard Fagerlin reached out to me about his book Trustology : The Art and Science of Leading High-Trust Teams. He wanted to get my thoughts on his stance on trust.
Experience Investigators by 360Connext
SEPTEMBER 25, 2014
'The following is a Best of 360Connext post. Don’t you love feeling appreciated? Don’t you hate feeling overlooked ? Customers every day are expressing how they feel – publicly – about these emotions. And yet, there are simple ways to reward customers. Check out these simple ways to increase customer loyalty. Free refreshments on a hot summer day- just because!
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
InMoment XI
SEPTEMBER 30, 2014
Allegiance is proud to host Utah’s first Customer Experience (CX) Day as a sponsor of CXPA’s international CX Day. This event will offer key insights into the CX space and help educate those interested in measuring and improving the customer experience in their organizations. So what is CX and why should you care? CX is. View Article.
Customer Bliss
SEPTEMBER 9, 2014
'The experience you gain by working through the customer experience competencies and holding people accountable to customer metrics and accountability forums will condition the organization to redevelop the customer experience for greatest marketplace differentiation. For many people, this is what they thought was going to happen right away. Managing the corporate patience to develop the required competencies to establish a reliable experience is not easy.
Storyminers
SEPTEMBER 4, 2014
'Innovation keeps brands fresh and fun. Practicality keeps brands from pursuing every idea the comes along. It is important to have the right mix of both. Using Experience Design twice is the way to achieve the right balance.
Experience Matters
SEPTEMBER 16, 2014
'We just published a Temkin Group report, Case Studies in Text Analytics. The research provides rich details about how five leading companies—American Express, ADP, Firstsource, Safelite AutoGlass, and Verizon—are using text analytics. Here’s the executive summary: To help organizations understand how to use text analytics to transform their VoC programs, we have compiled five case studies from companies that have successfully utilized this capability.
Speaker: Jay Black, Senior Account Executive
Let's set the record straight: in-store retail isn't dead - it's evolving! Faced with the digital age and the demands of omnichannel shopping, some retailers are thriving while others are struggling to adapt. Join Jay Black in this exclusive session as he explores the strategies that set successful stores apart, including: Crafting unique and unforgettable in-store experiences 🛍️ Mastering the art of retail demands 🛒 Navigating inventory challenges in today's climate 📦 an
Who's Your Gladys?
SEPTEMBER 23, 2014
'Some customers go beyond angry and become abusive. They might start the call in abusive mode, or might escalate to abusive from mere anger. Sometimes if you don''t tell them what they want to hear, they become abusive. Abusive is defined as verbally threatening, using foul language, and emotionally out of control.
Experience Investigators by 360Connext
SEPTEMBER 18, 2014
'The following is a Best of 360Connext post. Customers are seeking your attention in immediate and demanding ways. They are asking questions on Twitter , but if you are not fast enough in your response, they are jumping on to your Facebook page. That new “Like” is actually just a subtle way of asking for help. Still not getting what they want, they seek out email on their phone and request a call.
InMoment XI
SEPTEMBER 30, 2014
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.
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