Experience Matters
AUGUST 28, 2014
'Analysts who work with customer data are often frustrated by the slow uptake in its usage. They see a ton of valuable insights in their work that go to waste. They’re frustrated that business partners aren’t lining up for as much of this insight as they can possibly consume. What’s going on? Are analysts unjustifiably bullish about their content?
ijgolding
AUGUST 20, 2014
'‘Thank You’ Two little words. Two words containing a total of eight letters. As a parent you spend most of your life teaching your children to use the words regularly. As a child, you are constantly reminded of their importance. It is unlikely you have ever looked up the dictionary definition of ‘thank you’ – so I have done so for you – you can thank me later: 1.
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InMoment XI
AUGUST 28, 2014
Almost every Saturday morning my family rolls into the Starbucks drive thru on our way to the farmers’ market. It is a chaotic and noisy scene in the car. I am always astonished at the amount of noise 4- and 6-year-old children can make, especially if I forget to bring along something for them to.
CX Journey
AUGUST 7, 2014
'Have you ever wondered why the customer experience is a journey, not a destination? The best journeys answer questions that, in the beginning, you didn''t even think to ask. -Jeff Johnson I often get asked why I named this blog CX Journey and why I consider the customer experience a journey and not a destination. Most recently, in a chat with Customer Service Guru , I was asked: You place a lot of emphasis on the idea that customer experience is a journey and not a destination.
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.
Kristina Evey
AUGUST 15, 2014
'What is one of the biggest mistakes companies make in their customer service efforts? Not asking for or not encouraging customer feedback. The customers are the people keeping you in business. Listen to them. Many of us go about our day and do business with our usual vendors day in and day out. Or, maybe we are one of those 70% who leave because we don’t like the service and find someone who does treat us better and we like the overall experience enough to stay until we find someone else.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Michel Falcon Experience
AUGUST 13, 2014
'Every company, regardless of size or industry, must use surveys to improve their customer experience. When it comes to customer surveys, I believe there are three types of companies: The “surveys don’t work” company : This company never collects customer feedback because they are short sighted and don’t know what to do with the data.
ijgolding
AUGUST 18, 2014
'The majority of readers of this Customer Experience Review are likely to have hired a car. Whether it be for business or holiday, hiring a car is commonplace all over the world. Over the years, I have hired a car from a variety of well know (and not so well-known) rental companies. Brand names like Avis, Budget, Hertz, Europcar and Thrifty are often the first we see on entering into a foreign country.
InMoment XI
AUGUST 28, 2014
Almost every Saturday morning my family rolls into the Starbucks drive-thru on our way to the farmers’ market. It is a chaotic and noisy scene in the car. I am always astonished at the amount of noise 4- and 6-year-old children can make, especially if I forget to bring along something for them to do. View Article.
CX Journey
AUGUST 26, 2014
'Image courtesy of B Gilmour How well are your change management efforts going? I recently came across Dr. Kotter''s 8-Step Process for Leading Change. The steps come from his 1996 book, Leading Change , which outlines the eight critical success factors for change management. As you can imagine, this process was intriguing to me, since it applies quite nicely to the challenges we face as we struggle to implement changes to/for the customer experience within our organizations.
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Kristina Evey
AUGUST 19, 2014
'One of the best ways to increase customer satisfaction and to improve the customer service skills your staff delivers is to encourage your staff to proactively “Connect the Dots” for your customers. Customers are looking to service and product providers not only to help make the purchase, but to help them accomplish their goals as quickly as possible.
Storyminers
AUGUST 29, 2014
'What should come first? Architect a compelling Customer Experience and then change the company? Or, change the company and then architect a compelling Customer Experience? It’s a little of both working together and with the right timing.
Win the Customer
AUGUST 5, 2014
'What benefit do your customers have to use your services? Find ways to help your customers make sound buying decisions to make your job easier while improving their own well-being.
ijgolding
AUGUST 12, 2014
'It is impossible to ignore the fact that customer service has gone all social on us. Our obsession with Facebook, Twitter, Google+, Instagram and more has led to the humble consumer actively seeking to interact with companies via social networks. Although this is a fact, there are still many organisations who are yet to understand how to manage this new ‘channel’ particularly well.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
InMoment XI
AUGUST 28, 2014
Almost every Saturday morning my family rolls into the Starbucks drive thru on our way to the farmers’ market. It is a chaotic and noisy scene in the car. I am always astonished at the amount of noise 4- and 6-year-old children can make, especially if I forget to bring along something for them to.
CX Journey
AUGUST 12, 2014
'Image courtesy of LoBue Citrus Are you setting expectations - and delivering on them? I recently ate an interesting orange that inspired me to write this post. Yes, the image to the left is of an orange, a pink orange ! (Not a pink grapefruit, which we''ve all heard of.) Ever heard of such a thing? I hadn''t. Until I went into the grocery store the other day and saw it in the produce department.
PeopleMetrics
AUGUST 25, 2014
'In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. After discovering who the best of the best are, we picked their brains to discover why they are the best of the best.
Storyminers
AUGUST 7, 2014
'Personalization is what consumers want but few businesses are designed to deliver it. Amazon was first.
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.
Michel Falcon Experience
AUGUST 18, 2014
'Employee onboarding is the design of what your employees feel, see and hear after they have been hired. Often, companies confuse onboarding with training. While training does have a role within onboarding it doesn’t represent the entire scope of the process. Say yes or nod your head if you felt lost during your first few days with your past or current company.
ijgolding
AUGUST 13, 2014
'I recently read an interesting article about book stores. The very first sentence of the article stated: ‘Independent bookshops need to make readers feel special in order to compete in the internet age, say book trade experts’. You would find it hard to disagree with the statement. The number of Bookstores physically present on UK high streets have fallen to less than 1000 in 2014 – down over a third in the last ten years.
InMoment XI
AUGUST 26, 2014
Last week, in my blog called “Reputation Management: Customer Experience or Marketing,” I established that reputation management is a way to assess an individual’s customer experience and, more importantly (to companies), a marketing tool to manage the impact of past customer experiences on other customers’ decision making in the future.
CX Journey
AUGUST 22, 2014
'Image courtesy of Ian Muttoo I originally wrote this post as a two - part series for InsideCXM in February 2014. A couple months ago, I wrote a post called The 15 Senses of a Great Customer Experience. The last of the 15 senses that I wrote about was the sixth sense : It doesn''t hurt to be able to perceive those things that are not seen or immediately apparent.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
PeopleMetrics
AUGUST 1, 2014
'At PeopleMetrics we’re all about gathering customer feedback. But we aren’t just helping companies to listen to their customers – we advise them to close the loop too (that is, follow-up on the feedback – get in touch – help solve a problem if need be.). Following up with a customer or prospect who took the time to reach out to you is key to building trust and solidifying your relationship with them.
Aveus
AUGUST 26, 2014
Every day I work with bold leaders to align the decisions they make and what they do every day to what customers value. Because of this I’m forced to ask this one question at least once a day: “Is your customer experience costing or making you money?” Most don’t know. While there’s an unmistakable link between customer experience and profitability (proven via research and personal experience), too few leaders declare that their customer experience generates money.
Michel Falcon Experience
AUGUST 22, 2014
'We run to complain but move like snails when given the opportunity to recognize exceptional customer service. I’ve studied customer experience management for nearly a decade and have recognized a few trends. First, I believe customer service is improving. Organizations are slowly beginning to invest more into improving their customer experience to avoid paying customer service lip service.
ijgolding
AUGUST 7, 2014
'The great British Pub. Whether you live or have ever visited the UK, you are likely to have frequented many. If you are looking for a quiet romantic place to meet up for a drink; a location to watch the football with your mates; or a venue to take the family for Sunday lunch, the multi purpose experience maker that is the British pub can tick most boxes.
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Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
InMoment XI
AUGUST 26, 2014
Last week, in my blog called “Reputation Management: Customer Experience or Marketing,” I established that reputation management is a way to assess an individual’s customer experience and, more importantly (to companies), a marketing tool to manage the impact of past customer experiences on other customers’ decision making in the future.
CX Journey
AUGUST 19, 2014
'Image courtesy of infinity and beyond How can a story about a few monkeys challenge the way we think about how and why policies, processes, and cultures are created? When a colleague asks you why you do things a certain way, do you find yourself responding, " I don''t know. We''ve always done it that way ?" Many years ago, I worked for a couple companies where that was the stock answer, and it was so frustrating.
PeopleMetrics
AUGUST 18, 2014
'In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. After discovering who the best of the best are, we picked their brains to discover why they are the best of the best.
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