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: Becky Parisotto
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
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.
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 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.
Speaker: Carolyn Clark and Miriam Connaughton
The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.
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.
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.
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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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.
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.
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.
Storyminers
AUGUST 7, 2014
'Personalization is what consumers want but few businesses are designed to deliver it. Amazon was first.
Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.
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.
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.
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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.
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.
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.
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.
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.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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.
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.
Win the Customer
AUGUST 15, 2014
'Last week I had the opportunity to fly with Virgin Atlantic. I’ve become an addict of their sister airline, Virgin America, and was relishing the opportunity to see how the international service compared. Like most savvy business travelers, I packed my carry-on with cleverly matched outfits that would last me the week I’d be away, […].
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