Experience Matters
JULY 30, 2015
How people feel about what they are doing (intrinsic motivation) is a key to sustaining their focus, energy, and commitment. One of the ways for companies to tap into this intrinsic motivation is to find ways for employees to feel as if they are contributing to the organization’s success (which is consistent with lessons from positive psychology ).
InMoment XI
JULY 30, 2015
“We’ll take the steak knives” tweeted JetBlue airlines in response to my inquiry. On Friday, July 25th at precisely 8:44am I invited all the major U.S. airlines into animpromptu Twitter response time contest. It went like this… Hey @AmericanAir @united @Delta @SouthwestAir @JetBlue @AlaskaAir. First to respond gets bragging rights. 2nd steak knives. 3rd u.
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Vonage
JULY 27, 2015
The technology sector is fast-paced, with many businesses expanding rapidly. Add to that, the complex nature of many technology companies’ product or service and providing customer support in this sector can be a challenge. Here are six of the most common issues which prevent technology businesses from delivering an outstanding service – and how we’ve helped our customers overcome them.
Experience Investigators by 360Connext
JULY 31, 2015
It was supposed to be a routine, but necessary, appointment… At my son’s physical, we noticed a weird thing and were referred to a dermatologist. (I’m happy to report there is nothing wrong.) But this is not the story of the actual medical diagnosis. This is the story of what’s wrong with how patients are […]. The post A Shot in the Arm for the No Good Healthcare Experience appeared first on Customer Experience Consulting.
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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
Who's Your Gladys?
JULY 15, 2015
We love tapping into the experience of successful customer-focused business leaders. That’s why we sat down with Steven Kalczynski, Managing Director of The Townsend Hotel, a luxury hotel nestled in the upscale shopping district of Birmingham, Michigan. Landing on the list of Travel + Leisure’s “World’s Best Hotels” is one among many of their noted accomplishments.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Matters
JULY 13, 2015
As part of our ongoing research around all aspects of employee engagement , we examined the things that people look for in a new job. No surprise, compensation is a key item. But it’s not at the top of the list. As you can see in the chart below which is based on a study of 5,000 U.S, employees, people are most interested in finding a job that has flexible work hours.
InMoment XI
JULY 1, 2015
Of what do you think when you hear the phrase ‘customer experience’? Most immediately presume a reference to the interaction a customer has when they engage a vendor or brand. While that’s certainly not incorrect, it’s a very limited view when considering the multi-dimensional aspect of a customer experience with a cloud-based software vendor. In.
Vonage
JULY 21, 2015
There’s something about a good quote that makes it “stick”. It can be a timeless truth about human nature, an idea that sums up the age we live in, or just a simple fact of life. And often, the quotes that stick speak louder than statistics. Facts and figures only tell part of the story, but words can sum up an idea perfectly. Here are some of best quotes about customer service – and how you can act on them.
Experience Investigators by 360Connext
JULY 15, 2015
The following is a Best of 360Connext post. I’m always amazed when organizational leaders don’t recognize the significance of the small things. They say things like “one comment isn’t going to hurt us” or “ anecdotes are mostly irrelevant.” Big data is definitely useful in guiding the big decisions, but please do not ignore the little things!
Speaker: Amanda Adams, Fractional CFO, CPA
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Steve DiGioia
JULY 22, 2015
This original article was written by Steve DiGioia. Regardless of your business, there will be the inevitable situation where a customer is dissatisfied with your product or service. It is something we never want to deal with but know that we must. In a perfect world, our product or service is everything our customers expect, everything they thought it would be.
Storyminers
JULY 21, 2015
Jeffery Sears, CEO of PIRCH, interviewed by Mike Wittenstein of Storyminers I went to visit the new Atlanta PIRCH store in Buckhead, near Lenox Square just a few weeks ago and I was blown away by the experience. With 20 years of customer experience under my belt, it takes a lot to impress me. PIRCH […]. The post How Frustration–Through Design–Became Market Leadership appeared first on Mike Wittenstein.
Experience Matters
JULY 14, 2015
Customer journey mapping is a valuable tool, but Customer Journey Thinking can change your culture. Watch this short Temkin Group video to find out more… The bottom line : Your customers are on a journey, help them.
InMoment XI
JULY 13, 2015
Three Reasons Why, In SaaS, Customers Really Are the Drivers of Revenue & Growth Yes, every new company starts with no customers and a green field of prospective ones. The focus, naturally, is on customer acquisition. The focus is on prospects. For software-as-a-service (SaaS) companies, like other subscription-based industries, as the company grows, the focus.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Vonage
JULY 29, 2015
Building a culture of customer service excellence is key to building and sustaining a company’s livelihood in almost any industry. Here’s why: The number of interactions between customers and employees is nearly infinite, and the chances to get things wrong or right are nearly innumerable. There’s no way someone in a leadership position can dictate how every single one of those employee-customer interactions will play out.
Experience Investigators by 360Connext
JULY 23, 2015
The following is a Best of 360Connext post. Do truly loyal customers actually exist? I argue the answer is no. Before you start quoting Steve Jobs and proclaiming your allegiance to the almighty Apple, please consider this: The fans of Netflix were die-hard, once upon a time. But with the emergence of other streaming services like Hulu Plus, Amazon, Redbox Instant and Crackle, once-loyal Netflix customers are switching to services that better suit their changing tastes and needs.
Steve DiGioia
JULY 24, 2015
This original article was written by Steve DiGioia. At times we act as if we are in a vacuum, all by our self, no one’s around. We are invisible. No one’s watching me…well, are they? You’d be surprised how many eyes are on us while we work. “People watching” it’s called and it happens all the time. Especially to those in the customer […].
Storyminers
JULY 6, 2015
Starbucks wasn’t the first place to let customers buy something on-line and pick it up in-store. However, they’ve done a good job of integrating the new service into their operations. The details have been engineered into an amazingly simple experience that makes it easy on customers—and easy on the baristas. This kind of technology horsepower […].
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.
Experience Matters
JULY 9, 2015
Every couple of years, I get a resurgence of questions about Net Promoter ® Score (NPS ® ). These surges typically coincide with research that shows how NPS is either an excellent predictor or a terrible predictor of company performance. That data often ignites a religious battle between the NPS lovers and NPS haters. Well, it’s one of those times. Let me start by saying that I’m an atheist in this NPS battle.
InMoment XI
JULY 2, 2015
This post comes from chapter 16 of MaritzCX’s new book Customer Experience is Your Business. Download the free ebook here. “Empowered customers are disrupting every industry; competitive barriers like manufacturing strength, distribution power and information mastery no longer create competitive advantage. In this age of the customer, the only sustainable competitive advantage is knowledge of and.
Kerry Bodine
JULY 20, 2015
Happiness gurus say the key to contentment is low expectations. This is great news for the pessimists whose strategy is to expect the worst and then enjoy a pleasant surprise when the apocalypse doesn’t happen. But in the customer experience world, this doesn’t fly. You cannot sandbag your customers’ expectations by promising them a miserable experience and then hitting just above the low water mark.
Experience Investigators by 360Connext
JULY 6, 2015
Customers don’t care who owns what part of their business , but organizations often do. This conflict leads to customer frustration and decreased loyalty. Think about it. Your org chart most likely is split into what the business sees as logical groups. Marketing might include web site teams and digital marketing departments, but probably doesn’t include recruiting.
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.
Steve DiGioia
JULY 15, 2015
This original article was written by Steve DiGioia. Customer service is many things; the way you make the customer feel, the way you show appreciation for their business and the way you assist and anticipate their needs. But it is much more than that… One last thought… Customer service is the cheerful giving of attention.Click To Tweet So, how do YOU define customer […].
ijgolding
JULY 6, 2015
For the last three years, anyone who has followed my writing exploits will be fully aware that I am keen on sharing a story or two…or three…or four!! I have always believed that a good story can bring to life any theory and when it comes to the world of Customer Experience, the power of influence a good story can have is undeniable. The stories that are often the most powerful are those that prove the art of what is actually possible.
Experience Matters
JULY 20, 2015
In case you missed it, here’s a recording of a recent Temkin Group webinar, Positive Psychology (PP) Infuses Customer Experience (CX). It shows how principles of PP can be used to enhance an organization’s efforts to improve CX. We’ve been using some of the underlying principles of PP within our work for years, but never labelled it that way.
Who's Your Gladys?
JULY 7, 2015
I watched a very interesting conversation a few weeks ago, at a trade association breakfast. The event, a breakfast roundtable, had drawn a sophisticated business audience, ready to network and make connections. As the women at our table began talking, we somehow ended up on the. The post What You Choose to Say Matters in Customer Service appeared first on Who's Your Gladys?
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
CX Journey
JULY 21, 2015
Image courtesy of BeachBumBlu I originally wrote today's post for Intradiem. It appeared on their blog on February 19, 2015. Is this the secret to employee engagement? I recently came across a TED Talk by Yves Morieux of Boston Consulting Group (BCG) and wondered if within it lies not only the answer to employee disengagement but perhaps the solution to helping companies do their part in the engagement equation.
Experience Investigators by 360Connext
JULY 13, 2015
The following is a Best of 360Connext post. Humans like things that make sense. Math. Logic. GPS Directions. Customer journeys are often represented in the same way. The sales funnel is so simple, in theory. We put the many prospects in the top, they travel willingly and orderly through the funnel, and POP! They exit into a converting customer. Bravo!
Steve DiGioia
JULY 6, 2015
This original article was written by Steve DiGioia. Are you a positive influence or one of negativity? Do you sugar-coat things or get straight to the point? Is your glass half full or half empty? Much can, and has, been said about the best way of approaching a situation or a way of doing business that can be stressful for many. We all […]. The post The 2 Best Ways to Stand Out From The Crowd appeared first on Steve DiGioia and was written by Steve DiGioia.
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