ijgolding
SEPTEMBER 8, 2014
'I have often said in the past how lucky I am to have so many people share their customer experience stories with me. Sometimes the stories are difficult to hear. Sometimes the stories are inspiring. In all cases I believe that through the use of storytelling, it is possible to bring to life the significance of the customer experience in the organisations we work and interact with.
Experience Matters
SEPTEMBER 15, 2014
'We created this infographic called “The Untapped Value of Employee Engagement” with some of our employee engagement research. If you like the infographic, then here are some other download formats that are made for prinintg: Click here to download the.pdf. Click here to download a 18″ x 24″ poster (.pdf). Click here to download a 18″ x 24″ poster (.png).
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Experience Investigators by 360Connext
SEPTEMBER 29, 2014
'The following is a Best of 360Connext post. Many executives are interested in improving and understanding customer experience. They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 70% of shoppers have stopped buying goods or services from a company after experiencing poor customer service. 64% have made future purchases from a
Kristina Evey
SEPTEMBER 3, 2014
'Improving customer service requires the fine art of working with frustrated and upset customers. We’ve all had them. We all know the principle that if you can successfully turn around an upset customer, they’ll be more loyal to your company than if they never had an issue at all. . . But in the heat of the moment, what is the best way to connect with them to calm them down so that you can help them?
Speaker: David Worrell, CFO, Author & Speaker
Your financial statements hold powerful insights—but are you truly paying attention? Many finance professionals focus on the income statement while overlooking key signals hidden in the balance sheet and cash flow statement. Understanding these numbers can unlock smarter decision-making, uncover risks, and drive long-term success. Join David Worrell, accomplished CFO, finance expert, and author, for an engaging, nontraditional take on reading financial statements.
Customer Bliss
SEPTEMBER 4, 2014
'Many companies try to copy the actions that result from beloved companies’ decisions. The fact of the matter is decisions that earn customer love are not easily reached. To achieve the same impact, what enabled the decision must exist. You must get beyond the decision itself and possess the intention and motivation what lies beneath it. It’s the intent (the “what”) and the motivation (the “why”) behind decisions that bond people with companies.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ijgolding
SEPTEMBER 1, 2014
'Smiling – we all do it. Some of us do it more than others, but it is very likely that we will all smile at some point today. There are actually some very interesting facts about the facial expression we take for granted: Forcing yourself to smile can improve your mood. Smiling boosts your immune system. Smiling is contagious. Smiling relieves stress.
Experience Matters
SEPTEMBER 9, 2014
'We just published a Temkin Group report, ROI of Customer Experience, 2014. The research shows the connection between customer experience, loyalty, and revenue growth for 19 industries. Here’s the executive summary: To understand how customer experience corresponds to loyalty, we examined feedback from 10,000 U.S. consumers describing their experiences with and their loyalty to 268 companies.
Experience Investigators by 360Connext
SEPTEMBER 15, 2014
'The following is a Best of 360Connext post. Customers want convenience on their terms, not yours. With busier schedules and comfort with ecommerce, customers are choosing those brands who provide convenience in the way they like – not the other way around. If you are among these brands, then you understand that customers want convenience on their terms, not yours.
Storyminers
SEPTEMBER 8, 2014
'The market for mobile commerce is growing exponentially and shows no sign of slowing down. Fueling the growth are retailers that continue to improve the customer experience through responsive website design and mobile apps.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Customer Bliss
SEPTEMBER 18, 2014
'In a world where products and services are available in a hundred variations, beloved companies get a disproportionate piece of the pie because of how they treat their employees and customers. Beloved companies blend commerce with their humanity. They blend their personal lives with their business lives. They make decisions that are congruent with honoring the person on the other side of the transaction.
CX Journey
SEPTEMBER 9, 2014
'Image courtesy of Dobi How is low trust impacting your organization? Your business results? I''ve written about trust at least a dozen times in the past. In response to my recent post, A Culture of Distrust , Richard Fagerlin reached out to me about his book Trustology : The Art and Science of Leading High-Trust Teams. He wanted to get my thoughts on his stance on trust.
ijgolding
SEPTEMBER 30, 2014
'If you follow me on Twitter, it would not have escaped your notice that last week played host to the 2014 UK Customer Experience Awards. It is an event that has firmly established itself in the annual ‘do not miss it’ calendar! I am proud to say that I have been involved with the awards every year since their inception in 2010. As an entrant, winner, judge and award presenter, I believe that Neil Skehel and his team have had a significant influence in evolving the UKs understanding
Experience Matters
SEPTEMBER 8, 2014
'Have you been to the CXPA’s Insight Exchange or to one of our local networking events ? They’re great. Why? Because CX professionals are a fantastic bunch of people. If you haven’t been to one of those events, then I highly urge that you do so in the future. CX professionals are a happy group. In Temkin Group’s research, State of the CX Profession, 2014 (which is free for CXPA members), we found that 98% of CX professionals agree with the statement “customer experience is a great profession to
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Experience Investigators by 360Connext
SEPTEMBER 24, 2014
'I had what I thought was a simple request. Let me explain. One of the nice perks of being on a certain level with American Express is gaining access to Regus business lounges throughout the world. A Regus card shows up in the mail and I use it! Not only is it a good co-working space, but they have offices everywhere. I’ve taken advantage of this perk when traveling , most recently in New York City.
Storyminers
SEPTEMBER 15, 2014
'Market Basket and the struggles they recently encountered highlighted the importance of workplace dynamics, specifically employee engagement.
Customer Bliss
SEPTEMBER 30, 2014
'Customer metrics propel the organization into understanding the customer end-game. They supply leaders with a platform to stand behind and reinforce. Getting to the classification of revenue and profitability by customer group is not a trivial project. The key is to come up with labels and categories for these groups that are simple yet meaningful.
CX Journey
SEPTEMBER 23, 2014
'Image courtesy of Unsplash Today''s post is inspired by a couple of different conversations that happened over the past week or so. What''s the difference between a customer experience lifecycle map and a customer journey map? I thought it was worthwhile to clarify because the difference is in the details! Literally. I''ll start with the customer experience lifecycle map.
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.
ijgolding
SEPTEMBER 24, 2014
'Many dinner table conversations about customer experience will end up talking about the airline industry. It is almost impossible to find a human who does not have an airline ‘story’ – and most of the time the stories are not particularly positive. An industry that appears to be amongst the most glamorous has consistently struggled over the years to deliver consistently good experiences.
Experience Matters
SEPTEMBER 29, 2014
'McDonald’s recently announced the appointment of its first VP Customer Officer , Fred Ehle. I applaud McDonald’s for the move. In Temkin Group report, ROI of Customer Experience, 2014 , we found that a modest improvement in customer experience can generate an average of $437.5 million over three years for every $1 billion in annual revenues for a fast food chain.
Experience Investigators by 360Connext
SEPTEMBER 25, 2014
'The following is a Best of 360Connext post. Don’t you love feeling appreciated? Don’t you hate feeling overlooked ? Customers every day are expressing how they feel – publicly – about these emotions. And yet, there are simple ways to reward customers. Check out these simple ways to increase customer loyalty. Free refreshments on a hot summer day- just because!
Storyminers
SEPTEMBER 4, 2014
'Innovation keeps brands fresh and fun. Practicality keeps brands from pursuing every idea the comes along. It is important to have the right mix of both. Using Experience Design twice is the way to achieve the right balance.
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Customer Bliss
SEPTEMBER 9, 2014
'The experience you gain by working through the customer experience competencies and holding people accountable to customer metrics and accountability forums will condition the organization to redevelop the customer experience for greatest marketplace differentiation. For many people, this is what they thought was going to happen right away. Managing the corporate patience to develop the required competencies to establish a reliable experience is not easy.
Who's Your Gladys?
SEPTEMBER 23, 2014
'Some customers go beyond angry and become abusive. They might start the call in abusive mode, or might escalate to abusive from mere anger. Sometimes if you don''t tell them what they want to hear, they become abusive. Abusive is defined as verbally threatening, using foul language, and emotionally out of control.
ijgolding
SEPTEMBER 18, 2014
'Have you ever looked up the definition of the word Empathy? I would suspect that you have not! It is not often that we take the time to read dictionaries!! If you read the definition above, it is also likely that you will find it difficult to correlate many of the words used with organisations that you interact with on a daily basis. I often tell people how rare I think it is for companies to demonstrate ‘customer empathy’ on a consistent basis.
Experience Matters
SEPTEMBER 2, 2014
'Last year Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 7th and we’re planning an even bigger celebration. Here are some of our plans for CX Day 2014: Research discount. We’ll provide a discount code via twitter that will give a 15% discount on any research purchased during CX Day (8:00 AM ET to 8:00 PM ET).
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Experience Investigators by 360Connext
SEPTEMBER 18, 2014
'The following is a Best of 360Connext post. Customers are seeking your attention in immediate and demanding ways. They are asking questions on Twitter , but if you are not fast enough in your response, they are jumping on to your Facebook page. That new “Like” is actually just a subtle way of asking for help. Still not getting what they want, they seek out email on their phone and request a call.
Storyminers
SEPTEMBER 6, 2014
'Something better can happen for the customer, the employee and the business. This is the Triple Bottom Line Design. Build-a-Bear Workshops are a great example of how this works. It also works for B2B experience design. Learn more.
Customer Bliss
SEPTEMBER 11, 2014
'Customers’ nerves are raw. Nearly every interaction tests them now. Become the company that steps up with kindness, action and empathy. Just like a good friend who’s there when times are tough – choose to be that kind of company. Customers WILL remember. Here are five actions that will bring you dividends in business, goodwill and word-of-mouth. 1.
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