Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Lumoa

FEBRUARY 7, 2023

Customer Conversations: whether you’re talking to customers on the phone, over email, or through chat, the transcripts hold valuable information. Analyzing this text and voice data can provide insight into what your customers are talking about, as well as the sentiment.

Analysis 396

Analysis Data How To Customer Centricity 396

ECXO

FEBRUARY 3, 2025

Customers want to feel like your solutions are tailored specifically to them, and personalization is the key to achieving that. Actions You Can Take: Address customers by name in emails and calls. Use segmentation to group customers by preferences, behaviors, or demographics, and customize your communication accordingly.

Sales 259

Sales Customer Experience e-support Examples 259

GetFeedback

DECEMBER 21, 2018

US auto insurance carriers that have provided customers with consistently best-in-class experiences have generated two to four times more growth in new business and about 30% higher profitability than their counterparts with an inconsistent customer focus. consumers say customer experience at most companies needs Improvement. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Experience Investigators by 360Connext

MAY 23, 2019

Naturally, I shared with this group of leaders the connections between learning, development, training, and hiring to customer experience. Here are just a few ways collaboration is what’s next in customer experience, whether or not your organization is ready for it! Customer Focus Means Cooperation, Even with Competition.

Net Promoter Score 40

Net Promoter Score Social Media Fashion Airlines 40

ECXO

APRIL 10, 2024

Here are some approaches to consider: Emotional Research: Conduct in-depth emotional research to understand the specific emotions and needs of your target customers. This can involve surveys, focus groups, interviews, and data analysis to uncover the emotional drivers behind customer behavior.

Connections 334

Connections Customer Experience Social Media Analysis 334

Blake Morgan

MAY 3, 2022

The result is a frictionless experience that continues to disrupt the industry and shine as an example for all customer-focused digital brands. . Customer-Centric Mindset. That list grew to include every problem a customer may face. . For regular updates on customer experience, sign up for her weekly newsletter here.

Customer Focused 59

Customer Focused Self Service Transportation Effort Score 59

Experience Investigators by 360Connext

FEBRUARY 4, 2019

By focusing on the customer. Many organizations who claim they are customer-focused are still operating from a product-focused environment. We need to move from the inside-out to become truly customer-focused and rein in these tricky touchpoints. How can we take on the impossible list of touchpoints?

Touchpoint 187

Touchpoint How To Customer Experience Professionals Advertising 187

Comm100

FEBRUARY 6, 2023

This will enable you to track the customer journey and behaviour more efficiently. It also allows you to create a more customer-focused experience. You can proactively engage with customers by soliciting feedback, sending timely messages, and starting meaningful conversations. Second, customers want consistency.

Financial 243

Financial Trends Self Service Customer Experience 243

ShepHyken

MARCH 31, 2021

Conduct a Focus Group. This brings your customers in for a face-to-face discussion, giving you real feedback and the chance to learn your customers’ opinions of your most current offerings. By the way, if you can’t meet in person, you can always do a virtual focus group. Follow on Twitter: @Hyken.

Customer Service Training 158

Customer Service Training Feedback Customers Groups 158

Customer Bliss

AUGUST 15, 2017

Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally. Her skills and long tenure with the company led her to use agile design thinking to prove and implement changes in the customer experience — to gain traction and drive real sustainable improvement.

Travel 204

Travel Industry Hotels Customer Journeys 204

eglobalis

OCTOBER 1, 2024

Superior Customer Experience : When all teams align their goals around the customer journey, the organization delivers a consistent, high-quality experience across all touchpoints. Each business unit and regional office worked independently, which led to a fragmented customer experience and internal inefficiencies.

Customer Journeys 440

Customer Journeys Culture Leadership Effort Score 440

CX Journey

AUGUST 26, 2014

Don''t forget to keep the organization as a whole informed about the changes - why they''re important, when and how they''ll happen, and how they''ll impact employees, customers, and the company in general. As such, the governance structure is critical to the foundation of any customer experience effort.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

Experience Investigators by 360Connext

JULY 6, 2016

Customer feedback is customer experience gold. That’s why there are transaction surveys, experience surveys, customer interviews, customer focus groups (although you know I’m not a fan) and many, many formal ways to gather feedback and use it to improve the experience.

Consulting 154

Consulting Feedback Survey Groups 154

Experience Investigators by 360Connext

FEBRUARY 4, 2019

By focusing on the customer. Many organizations who claim they are customer-focused are still operating from a product-focused environment. We need to move from the inside-out to become truly customer-focused and rein in these tricky touchpoints. How can we take on the impossible list of touchpoints?

Touchpoint 173

Touchpoint How To Customer Experience Professionals Advertising 173

CustomerSuccessBox

AUGUST 31, 2021

As the company grows and the number of accounts increases, scaling a business without customer segmentation might lead to hitting roadblocks. The advantage of customer segmentation is that each segmented group of customers can be treated similarly as their requirements tend to be similar.

Customer Focused 59

Customer Focused Engagement Net Promoter Score Customer Success 59

Customer Bliss

MARCH 21, 2019

“Don’t look at yourself, look at your customer. Be sure you have your customer in mind when you create something. Be sure it’s customer-focused, not self-focused,” says Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co.

Hotels 192

Hotels Employee Experience Customer Experience Leadership 192

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? Determine What Your Customers Value and What Makes Them Happy. Sami and his colleagues in the C-Suite wanted to know what customers really thought of American Bath Group. What did they value?

Culture 197

Culture Customer Centricity Customer Journeys Company 197

Experience Investigators by 360Connext

OCTOBER 2, 2018

But what’s even trickier is when you may not have customer experience or customer insights in your title. Being a customer-focused leader is a tall order. So how can you lead by example to make the experience better for your customers, regardless of where you are on the org chart?

Customer Experience 225

Customer Experience Customer Journeys Culture Leadership 225

CX Accelerator

JANUARY 11, 2021

He walked right past our tour group, said hi, then sat down at his cube. Zappos is a case study on how to create a customer-focused culture. If you've not read his book, , Delivering Happiness: A Path to Profits, Passion, and Purpose, I highly recommend you add it to your reading list.”. I was star-struck.".

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

Experience Investigators by 360Connext

JANUARY 18, 2022

While the themes above can apply to everyone, each role has unique opportunities to influence the customer experience. Work with departmental leaders to zero in on what’s needed for each group. Customer-facing teams are the most obvious here, but challenge others to develop specific education around their roles.

How To 378

How To Customer Journeys Culture Training 378

Lumoa

DECEMBER 17, 2021

The business and growth of Lumoa are driven by the megatrends of data driven decision making, customer focus and digitalization. Following the change, Lumoa will continue to aim high, empower even more its customers to drive business and continue building industry leading AI service.

Ecommerce 195

Ecommerce Banking Retail Groups 195

ShepHyken

MARCH 10, 2021

I was recently interviewed by Yigal Adato for his mastermind group, all entrepreneurs and owners of pawnshops. We were discussing how important it is to “bake” customer service into the culture. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Culture 158

Culture Hotels Customer Service Training Training 158

InMoment XI

OCTOBER 4, 2024

The feedback is used to improve the quality of each interaction so that a customer develops and maintains a positive perception of the brand. For example, you can segment customers based on shared experiences or traits. Focus groups, interviews, and surveys with open-ended questions are just a few ways to capture this kind of data.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

CloudCherry

FEBRUARY 28, 2018

” He added, “We never claim that our approach is the right one — just that it’s ours — and over the last two decades, we’ve collected a large group of like-minded people; folks who find our approach energizing and meaningful. ” There’s talent everywhere.

Customer Centricity 231

Customer Centricity Culture Omni-Channel Company 231

Kristina Evey

MARCH 8, 2018

My suggestion – Gather your staff and have them break into groups of 6-8 and document their answers to the four questions on one sheet. Analyze the answers from those groups and note the answers for trends and ideas. Then do the same with customers. Think TripAdvisor. All four areas are important….

Customer Experience 149

Customer Experience Leadership Exercises Groups 149

AskNicely

JUNE 22, 2018

Christina Burns, VP of Customer Success at Ruby Receptionists , is here to give us the secret to a truly customer-obsessed company culture: be first and foremost employee-obsessed. Big thanks to Christina for sharing her stories of serious wow-ness at the first stop of our CX Obsession event series.

Net Promoter Score 150

Net Promoter Score Video Culture Connections 150

Customer Bliss

OCTOBER 28, 2020

We spend a lot of time making sure that the whole organization can see the impact of their work, as opposed to being limited to the centralized group of people who are experts at it. Will this work for you and your customers?”. We don’t just build an action plan in a vacuum. Camille Harrison, @_GuideWell Click To Tweet.

Data 189

Data Insurance Healthcare Customer Journeys 189

CSM Magazine

DECEMBER 18, 2023

Sometimes, they may bring more benefits to one group more than another, whether that’s employees, customers, or shareholders. Yet setting out to please your customers is not always as straightforward as it might seem. Who do business innovations serve?

Innovation 52

Innovation Customer Focused Transportation How To 52

BirdEye

MARCH 27, 2025

Examples: @ThriveCapitalCo, @PrimeWealthPartners Use co, group, or advisors for credibility. Examples: @SeattleHealthPros, @NYCWellnessCare Add group, partners, or alliance to sound credible. Examples: @AllSeasonPros, @SwiftPlumbingCo Add group, team, or HQ for a professional look.

Brands 52

Brands Tips Social Media Examples 52

Alida

FEBRUARY 22, 2017

the way in which two or more people or groups regard and behave towards each other.” We believe that the second definition is the most useful in the context of the brand-customer relationship. But is the underlying assumption—that data is key to more meaningful customer relationships—correct? Not really.

Customer relationships 180

Customer relationships CRM Customer Centricity Loyalty Programs 180

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Lean into Your Customers. Build Customer Engagement into the Budget.

Chief Customer Officer 195

Chief Customer Officer Handbook System Engagement 195

ShepHyken

FEBRUARY 17, 2021

Put those ideas into a group. Assign these ideas to different people and groups. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. Then, go to work.

Strategy 150

Strategy Customer Service Training Groups Customer Service 150

NICE inContact

AUGUST 21, 2019

They look at organizational structures like Marketing, Sales, Support and other groups and start collecting customer interaction data within these groups. Similarly take a deep look along specific functions like Customer support or Marketing to get targeted feedback for the specific group.

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

NICE inContact

AUGUST 21, 2019

They look at organizational structures like Marketing, Sales, Support and other groups and start collecting customer interaction data within these groups. Similarly take a deep look along specific functions like Customer support or Marketing to get targeted feedback for the specific group.

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

Calabrio

JULY 28, 2020

She serves as the Event Coordinator for the Carneys Point Network of Exelon Women Employee Resource Group. Her key skills are training, creating documentation, customer focus, communication, teamwork, ability to get results and building relationships.

Net Promoter Score 200

Net Promoter Score Contact Center CRM Resources 200

ShepHyken

OCTOBER 21, 2020

The key is having a diverse group of thinkers. Get the same group together for another brainstorming session and start with the question, “What companies, not including competitors, do you like doing business with the most?” Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Exercises 157

Exercises B2C B2B Customer Service Training 157