AskNicely

MAY 16, 2016

Having the right dashboard can revolutionize your business in terms of success and your own enjoyment. A dashboard is meant to give you vital information and data at a glance, with users able to access everything from sales and marketing data to finance, inventory reports and website analytics. Essentially, a dashboard puts all your critical info into one spot in a neat and visual display so you don’t have to log into different systems to get all of the information you need.

Sports 272

Sports Net Promoter Score Metrics Measurement 272

C3Centricity

MAY 22, 2016

Marketing is an old profession. It’s been around for hundreds of years in one form or another. If you’d like to see more about its complete history, then I highly recommend this Hubspot infographic. With the advent of digital marketing in the early 80’s, many companies began to take a serious look at their marketing. They realised […].

Consumers 121

Consumers Brands Marketing Infographics 121

InMoment XI

MAY 2, 2016

Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues. This was a follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study. Customers were asked about their vehicle service behaviors and vehicle repurchase behaviors since.

Automotive 199

Automotive Study Loyalty Customers 199

Experience Matters

MAY 26, 2016

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Kaiser Permanente and TriCare deliver the best customer experience of any health plan, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of companies based […].

Customer Experience 206

Customer Experience Survey Consumers Industry 206

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

Customer Bliss

MAY 10, 2016

Episode Overview. Samir Bitar and I had a very spirited discussion about his role in leading a transformation of the Smithsonian visitor experience. Like many folks who attain a Chief Customer Officer level type role, Samir had been developing a robust visitor experience for just one of the 19 museums on the Smithsonian campus. His success there earned him his role to lead the work across the entire Smithsonian campus. .

Customer Journeys 0

Customer Journeys Chief Customer Officer Training Study 0

Steve DiGioia

MAY 9, 2016

This original article was written by Steve DiGioia. You think you’re a good leader. You have the position, the title and the power. You’re the boss. But your employees don’t work hard for you, they talk behind your back and morale is poor. You don’t understand why. Well, here’s why. You…. 1. Manage from your office. You can’t tell how your business is running by just looking at reports while sitting at your desk.

Conference 0

Conference Meeting Training Report 0

C3Centricity

MAY 8, 2016

One of my clients, who is following the 50 weekly actions for customer centric excellence described in Winning Customer Centricity, asked me for some further ideas on co-creation. Since working more closely with customers is the best way to understand, satisfy and delight them, I am impressed that she is taking co-creation even further. In fact, I […].

Customer Centricity 120

Customer Centricity Customers How To Examples 120

InMoment XI

MAY 2, 2016

Automotive Dealership Loyalty Study Background Follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study: Two Data Sets All Respondents (n=12,875) Weighted to 2009 and 2010 vehicle sales by model Used for Sales to Service Loyalty analyses and service usage analyses Vehicle Replacers (n=5228) 5431 had replaced their.

Automotive 183

Automotive Study Loyalty Sales 183

Experience Matters

MAY 16, 2016

Senator Corey Booker delivered yesterday’s commencement speech at my son’s graduation from The George Washington University. Despite the unusually cold and windy setting, Booker was captivating and inspiring. He shared lessons that he had learned from his father, as well as from the death of Hassan Washington, a teenager who was shot and killed in Newark.

Customer Experience 204

Customer Experience Customers 204

Advertisement

The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

Conference

ijgolding

MAY 3, 2016

A great deal of my work as a Customer Experience Specialist involves the recounting of stories. Contrary to popular belief, not all of the stories I tell are of the negative variety! As students of Customer Experience will attest, the use of storytelling to ‘bring to life’ the benefits and consequences of ‘operationalising’ Customer Experience is hugely beneficial.

Customer Experience 158

Customer Experience Return on Investment Customer Centricity Hospitality 158

Who's Your Gladys?

MAY 24, 2016

Enjoy this article. Then click here to check out our NEW customer service book: Taming Gladys! The Busy Leader’s Guide to Creating Fierce Customer Loyalty. It takes energy to start each day strong. No matter how good your customer service was yesterday, each morning you begin. The post 5 Morning Rituals to Prep for Customer Service Success appeared first on Who's Your Gladys?

Customer Service 186

Customer Service Loyalty Customers Management 186

Steve DiGioia

MAY 23, 2016

This original article was written by Steve DiGioia. In a previous article I wrote about how small, seemingly insignificant comments & actions can make a difference toward creating a positive customer experience. In that case, it was just a few pleasant words from a new gas station attendant that started my day on an upbeat note. Here’s another example….

Customer Satisfaction 0

Customer Satisfaction Loyalty Customer Experience Customer Base 0

Customer Bliss

MAY 3, 2016

Episode Overview. In this episode, Scott Dille of Northern Trust discussed his unusually broad Customer Executive Leadership role, and his path for leading an experience transformation. Scott is senior vice president of both partner (employee) and client experience. In this podcast, you will hear about the advanced human-centered design techniques Northern Trust is employing to improve both the client and partner experience.

Chief Customer Officer 156

Chief Customer Officer Leadership Video Customer Experience 156

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

Experience Investigators by 360Connext

MAY 18, 2016

Thoughts from the Cleveland Clinic Patient Empathy Summit (Part 1) I had the immense honor of being a part of the Cleveland Clinic Patient Empathy Summit. This is the place where the idea of patient experience became a reality. These are the people who are making it happen. To say I was impressed is an […]. The post The Intentionality of Patient Empathy appeared first on Customer Experience Consulting.

Consulting 0

Consulting Customer Experience Conference Healthcare 0

Experience Matters

MAY 31, 2016

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Edward Jones and Fidelity Investments deliver the best customer experience in the investment industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of companies […].

Customer Experience 173

Customer Experience Survey Industry Consumers 173

ijgolding

MAY 10, 2016

I am extremely fortunate to be able to travel the world talking to anyone who will listen about the importance and significance of Customer Experience. Last week, I was asked to talk about the subject with Tim Elliott – presenter of the Drive Time radio show for Dubai Eye in the United Arab Emirates. It is with great pleasure that I am delivering a series of Customer Experience Masterclasses in the region and Tim wanted to know what it was all about.

Customer Experience 154

Customer Experience Travel Customers Training 154

Who's Your Gladys?

MAY 17, 2016

This simple exercise creates lasting changes in the way your team thinks and acts with customers. Why? They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works. The post A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys!

Exercises 179

Exercises Loyalty Customer Service Customers 179

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

Steve DiGioia

MAY 16, 2016

This original article was written by Steve DiGioia. Once again we identify the reasons for failure, reasons why your employees feel isolated and the reasons why you’re not a good leader. Maybe YOU’RE the weak link in the company’s chain. I hope not. Here’s Part 2. You…. 18. Fail to recognize employee milestones. Do you even know the birthdays of your employees, or their work anniversary?

Communication 0

Communication Customer Service Management Customer Experience 0

Customer Bliss

MAY 5, 2016

‘Cross-functional teams’ can often sound like a business buzzword. While teamwork and collaboration is no doubt important in business, most of the day-to-day work that most employees do tends to be either (a) individual or (b) within their silo. Who has time for cross-functional teams in a modern business environment? If you start talking about cross-functional teams and what that means for customer experience, the journey for your organization is even more nuanced.

Customer Experience 155

Customer Experience How To Chief Customer Officer Roadmap 155

Vonage

MAY 5, 2016

Every month I receive messages from students and readers that begin, “I got such terrible service from…” and often close, “…and I’ll never go back there again!”. I find these stories upsetting, occasionally entertaining, but rarely are they motivating or instructive. Here’s why: Anyone with enough intelligence and emotion to muster a written complaint also has the ability to offer a constructive solution.

How To 152

How To Customer Journeys Entertainment Culture 152

Experience Matters

MAY 26, 2016

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. USAA, State Farm, and The Hartford deliver the best customer experience in the insurance industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of […].

Insurance 200

Insurance Customer Experience Survey Industry 200

Advertisement

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

Alida

MAY 11, 2016

Renowned business author and strategist Fred Reichheld is sick and tired of customer satisfaction surveys. In an interview with Bloomberg Technology , the former Bain & Company consultant says CSAT surveys have become less meaningful now that they’ve become inescapable. “The instant we have a technology to minimize surveys, I’m the first one on that bandwagon,” Reichheld told Bloomberg.

NPS 177

NPS Customer Satisfaction Survey Net Promoter Score 177

Experience Investigators by 360Connext

MAY 24, 2016

Customers can’t always tell us what they want, even when we ask them to leave feedback. So is there another way to learn what they will want next, before they take their business elsewhere? Customer data, feedback and market research can still help guide your next innovation. You just need to see the experience though a different lens, and be willing to […].

Innovation 169

Innovation Consulting Feedback Customers 169

ijgolding

MAY 11, 2016

Honesty and transparency – two words that warm the cockles of my heart but that are not often associated with the world of business. I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot.

Measurement 149

Measurement Customer Experience Company Banking 149

Customer Bliss

MAY 19, 2016

It’s been a busy week (aren’t they all?) because of CX Week , where I had the pleasure of speaking with Mark Ramsey of Audi about their customer experience transformation. I did want to create a quick blog post about customer experience competencies, however. I write about this often because it’s the cornerstone of the work we all do.

Customer Experience 171

Customer Experience Social Media Leadership Feedback 171

Speaker: Igli Laci, Strategic Finance Leader

In today’s competitive market, pricing is more than just a number — it’s the cornerstone of profitability. The right pricing strategy ensures that you capture the true value of your offering, paving the way for sustainable growth and long-term success. Join Igli Laci, Strategic Finance Leader, in this exclusive session where he will explore how a well-crafted pricing approach balances customer perception with business objectives, creating a powerful tool for securing both competitive advantage a

How To

Vonage

MAY 25, 2016

Research unveiled this week from NewVoiceMedia reveals that $11 billion is lost by businesses in Australia each year following a bad customer experience – an increase of 38 percent and $3 billion from 2014. With revenue being transferred between companies at such an alarming rate, the study highlights the considerable impact that customers have on a business’s success.

Poor Customer Service 159

Poor Customer Service Infographics Competitive Advantage Customer Service 159

Experience Matters

MAY 25, 2016

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. TV service providers and Internet service providers received the lowest overall customer experience scores, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on […].

Groups 192

Groups Customer Experience Survey Consumers 192

Kayako

MAY 26, 2016

When a potential customer visits your site, they’re already interested in your product. You’ve put lots of effort into testing the best homepage designs, optimized your branding to attract the right kind of customer, and you’re always trying to provide the right, helpful information at the right time. Customers don’t want to feel led down the sales funnel – they want to buy without feeling like they’ve been sold to.

Customers 154

Customers Customer Success Training Metrics 154