InMoment XI
APRIL 29, 2016
Customer experience (CX) professionals, business leaders, and research experts gathered in Vegas this week to attend CXFusion. This year’s conference energized a record number of attendees with insights, connections, and tools for building and extending CX programs that deliver hard business results. Did you miss the conference? Here’s a quick recap of what we experienced.
C3Centricity
APRIL 17, 2016
It’s been a couple of years since I shared a post on infographics, so I think we’re due for a fun and useful update, no? I have searched the web and come out with the best infographics I can find on marketing. In usual C³Centricity style, I also give you some ideas on how to implement [.]. The post Today’s Most Stunningly Useful Marketing Infographics appeared first on C3Centricity.
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Kayako
APRIL 28, 2016
Is your organization looking for ways to improve customer experience on live chats? Perhaps there are new hires in your company who are having a hard time getting to grips with live chats. Are you looking to improve your customer handling time (CHT) on chat? In this post, I’ll share a structured workflow which you and your team can follow when handling live chats.
Experience Matters
APRIL 25, 2016
I was recently interviewed for an article that discusses a post where Fox News journalist John Stossel describes his experience as a lung cancer patient at the New York-Presbyterian Hospital. First of all, I hope that Stossel’s treatment is successful. And although I don’t fully agree with his analysis of the industry, I do agree with his observation […].
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Steve DiGioia
APRIL 18, 2016
This original article was written by Steve DiGioia. You chase after your customers, hoping to be liked so they buy your product. In your eyes they can’t do anything wrong, you bend over backwards and give freebies to these blood sucking customers of yours. And still they complain. They do more than just complain, they make a scene in front of other customers or yell for a “manager” for no apparent reason.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customer Bliss
APRIL 5, 2016
When working with companies on developing customer-focused growth cultures, I often get asked about this idea of a company core values list. It seems that every company has a core values list, but oftentimes the words used are similar — and they can be words that mean many different things to different people. Does a company core values list even matter, then?
C3Centricity
APRIL 2, 2016
I’ve just returned from a trip to California, USA. If you are a fellow marketer who follows me on Twitter, Facebook or LinkedIn, you will have seen some photos of the various places I visited, from San Jose in Silicon Valley near San Francisco, to the huge sprawling metropolis that is Los Angeles. I was [.]. The post How Marketers Like You Are fully Benefiting From This Awesomely Changing World that is Marketing appeared first on C3Centricity.
InMoment XI
APRIL 20, 2016
Our experiences as customers can be moving and memorable. Think about the last time you received above-and-beyond service. You might remember an employee who was personally engaged in problem-solving with you, truly invested in helping you reach a solution. Or maybe it was an exceptionally simple return process created via corporate policy and enabled by.
Experience Matters
APRIL 28, 2016
Five years ago, I announced the creation of the Customer Experience Professionals Association in a blog post called… Announcing The CXPA; Customer Experience Professionals Unite! In that post, I listed these objectives that co-founder Jeanne Bliss and I had for the CXPA: There are many customer experience networking groups, but the industry has hit a […].
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ijgolding
APRIL 25, 2016
I must start this new post by apologising to all Leicester City fans! I really hope that writing about the undeniable success of your club this year will not jinx perhaps the greatest achievement of any sports team EVER… anywhere in the world. However, I do not apologise for taking advantage of an achievement that is so remarkable – and so deserving – that it should become one of the prominent examples to any organisation, in any industry, as to what can be achieved with a lot
Vonage
APRIL 1, 2016
Here’s a simple formula that encompasses what it takes to a successful customer experience: systems and smiles. I offer this in gentle contrast to the customer service philosopher Carl Sewell, who years ago proposed that it’s ‘‘systems, not smiles’’ that matter in pleasing customers. Sewell explained his point as follows: If the food in a restaurant is lousy, no matter how much the staff smiles and apologizes for it, you’ll likely not eat there again.
Alida
APRIL 7, 2016
Jon Reed, the co-founder of the website diginomica , is sick and tired of surveys. “Every customer interaction, no matter how trivial, triggers a survey,” he grumbles in a recently published article. “If my toothpaste company knew when I finished brushing, they would send me a freaking survey.”. Indeed, as Reed’s headline proclaims , “ The survey epidemic is upon us—and something must be done.”.
Kayako
APRIL 21, 2016
This is a guest post by Owen Enaohwo of Sweet Process. Are you looking to develop trust with your support team? Without this trust, they will not be able to perform at their highest level. By creating documented procedures for them, you can build this trust and achieve consistent results. Even if your team members have previous experience in customer support, letting them improvise their day-to-day work can be dangerous.
Advertiser: ZoomInfo
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Customer Bliss
APRIL 1, 2016
A seamless customer experience gets delivered when you answer the questions your customer is asking. It’s as simple as that. Getting there, however, takes a lot of work. Let’s focus on the role that customer journey maps play in a seamless customer experience. A journey framework, even in its simplest form, when used with consistency provides a structure to understand the priorities in customers’ lives.
Experience Matters
APRIL 13, 2016
Starbucks launched changes to its loyalty program that is causing some backlash from customers. So I decided to examine our data on the loyalty of US consumers to the coffee shop giant. My take: As you can see below, Starbucks ranks 23rd out of 293 companies in the 2015 Temkin Loyalty Index. Starbuck’s loyalty ranks 5th out of […].
ijgolding
APRIL 5, 2016
A few days ago I published an interview I recently conducted with a company called ReachForce. The very first question they asked me was “How did you become so passionate about customer experience management?” It is a question that I do not recall ever being asked before. My response was as follows: In reality, I think I must have been born with a passion for CX!
InMoment XI
APRIL 20, 2016
An ancient Scottish proverb says “you can’t make a sheep fatter by weighing it”. Good CX leaders know that measuring customer experience is only one part of effecting change within the business. And just implementing a customer feedback measurement program is not enough. In a recent survey MaritzCX has conducted among key CX decision.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Vonage
APRIL 25, 2016
When I was in college, I worked at a gas station. This was at the time when gas stations were converting from full-service to self-service. Where we previously would pump the gas for the customer as well as wash their windows and check their oil, the new procedure was that they would pump their own gas and we, the employees, would simply collect their money and say “Thank you.”.
Steve DiGioia
APRIL 11, 2016
when self-serve stations are no help at all This original article was written by Steve DiGioia. It’s designed to speed up the process of purchase, supposed to give another option to the consumer. It’s indented to allow the customer “in-the-know” to quickly get their item(s) without having to wait on a long line. And, it’s also the best method of reducing the #1 business cost; labor/payroll.
Customer Bliss
APRIL 7, 2016
Tim Calkins, a marketing professor at Northwestern’s Kellogg School of Management, wrote an article in early 2016 entitled “Nobody Asked For Uber.” I’m actually not a huge fan of Uber from a customer standpoint, and I’ll be blogging about that in the next week or so — but it is hard to argue with their unicorn status or growth model, even if you think it might not necessarily last because of some issues they’re having on the customer front.
Experience Matters
APRIL 1, 2016
Here are some of insights from the report, State of CX Metrics, 2015. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (18″ x 24″): poster in pdf, poster in png Filed under: Customer Connectedness, Customer experience, CX measurement, Infographic.
Speaker: Alexa Acosta, Director of Growth Marketing & B2B Marketing Leader
Marketing is evolving at breakneck speed—new tools, AI-driven automation, and changing buyer behaviors are rewriting the playbook. With so many trends competing for attention, how do you cut through the noise and focus on what truly moves the needle? In this webinar, industry expert Alexa Acosta will break down the most impactful marketing trends shaping the industry today and how to turn them into real, revenue-generating strategies.
NICE inContact
APRIL 13, 2016
A mechanic would have a tough time trying to perform even basic maintenance on a vehicle without a good set of tools. It may be possible to change an oil or air filter without tools, but how about changing a flat tire or replacing the alternator? Good luck loosening a single lug nut with your bare hand. The same is true of any industry including contact centers.
Experience Investigators by 360Connext
APRIL 20, 2016
It’s become cliché to say it, but everyone does own the customer experience. If the custodian sweeping up doesn’t believe his role plays a part, then it’s easy to pull the thread and suddenly nobody thinks they own the experience overall. I ask this question a lot when I speak to groups. Who owns the […]. The post What Happens When Everyone Owns the Customer Experience?
Vonage
APRIL 6, 2016
Automation is essential for expanding and accelerating service in many industries. But when individual care or attention is required, customers need contact with real people. When human energy flows and connects, good things (can) get done and you can improve customer experience to your advantage. Try this experiment: Call the main number of four companies and state, “I am calling with a question about your product.
Steve DiGioia
APRIL 4, 2016
This original article was written by Steve DiGioia. I work way too hard, for way too many hours a day, and have given up enough holidays and special events all for the sake of my job. I’ll be dammed if I have to take a phone call from work on my day off! Phew , I got that off my chest. Now, let’s look at this in another light…. Why am I getting a call from work on my day off in the first place?
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Alida
APRIL 22, 2016
With over 2,000 videos available to the public, the TED website is one of the best free resources available for customer intelligence professionals today. If you are a market researcher, an insight professional or user of insight, TED videos could be a source of lessons and inspiration. Many people working in market research and customer intelligence have asked me for recommendations for TED videos to watch.
Experience Matters
APRIL 21, 2016
As I’ve discussed many times on this blog, customers experience interactions across three dimensions, Success, Effort, and Emotion. So how effective are companies at proactively designing for those elements? Not very. In our latest CX management study, we surveyed 252 companies with at least $100 million in annual revenues and asked them about their experience design effectiveness.
Customer Bliss
APRIL 28, 2016
Negativity in the workplace is brutal. I’m not even talking about the normal culprits like gossip or ineffective managers confusing ‘accountability’ and ‘scaring their employees.’ That’s a part of it — that’s certainly negativity in the workplace — but it goes beyond that to overall employee engagement, which is somewhere under 20% globally and has been for much of the past three years per Gallup.
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