Experience Matters
OCTOBER 23, 2014
'This video explains The Six Laws of Customer Experience. By understanding these fundamental truths about how people and organizations behave, companies can make smarter decisions about what they do, and how they do it. I published the 6 Laws of CX several years ago, yet it remains equally relevant today and is one of the most popular documents about customer experience, with over 100K downloads.
Kristina Evey
OCTOBER 8, 2014
'Which Comes First – The Customer or Your Staff? Customer service is an obvious and crucial focus for any company looking for sustainable financial success. You MUST focus on customers. You MUST value and appreciate the business, revenue, and referrals they bring you. Customers today are leaving businesses that take them for granted. Customers are looking for those businesses that understand they are only one option and make it their goal to be the BEST option in terms of customer servi
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Experience Investigators by 360Connext
OCTOBER 29, 2014
'The following is a Best of 360Connext post. Do we live in a throwaway culture? Probably. It feels that way to loyal customers sometimes, thanks to customer rewards reserved for those walking in the door. When customers feel neglected, they take to the Internet , and on these companies’ very sites I found dozens upon dozens of customers voicing how frustrated they felt.
ijgolding
OCTOBER 24, 2014
'October 2014 was not the best day to be a shareholder of two of the world’s retail giants. Tesco continued their unfortunate journey from world domination to public implosion. The company who convinced the UK and beyond that ‘every little helps’ are going to need all the help they can get to fight through their greatest ever crisis. Whilst the plight of Tesco was very visibly reported in the UK, the performance of an even bigger retail juggernaut was less so.
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InMoment XI
OCTOBER 15, 2014
“You should have let us know and we would have fixed the problem for you,” said the hotel clerk as I checked out and listed a litany of unsanitary aspects of the room I had stayed in the night before. I tried to explain to her that when a guest sees something disgusting in the room (or in.
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
OCTOBER 6, 2014
'In honor of Customer Experience Day, Temkin Group created its second annual “The State of Customer Experience” infographic. You can see a vertical infographic below or: Click here to download the vertical infographic (.pdf). Click here to download as a 18″ x 24″ poster (.pdf). Here are links to the research referenced in this infographic: ROI of Customer Experience, 2014.
Kristina Evey
OCTOBER 29, 2014
'Is it possible to be TOO nice as a Customer Service Rep? Can being TOO nice scare people off? A client of mine asked this question of me yesterday during a workshop and it gave everyone pause for thought. My response…. Yes and No. I know, I sound all “lawyer-y”, but it really is true. There are a few things to consider…. Customers are SO impressed when they find someone who is genuinely nice to them, engages with them, works to solve their problem, or answer their question, that in their mind
Experience Investigators by 360Connext
OCTOBER 22, 2014
'The following is a Best of 360Connext post. Touchpoints within the customer journey help define a lot of moments, both good and not-so-good. According to Wikipedia , the definition of a touchpoint is: Touchpoint (also touch point , contact point , point of contact ) is business jargon for any encounter where customers and business engage to exchange information, provide service, or handle transactions.
ijgolding
OCTOBER 16, 2014
'This is not the first time I have written about the concept of customer effort. I doubt it will be the last. A few months ago I shared a story that described my interaction with an organisation as a little like having a tooth extracted – you can read that particular story here. The important point of the story is that the organisation that was the subject of it, Hertz, are no longer a company that I consider myself to be a customer of.
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Customer Bliss
OCTOBER 16, 2014
'Very little shreds of respect remain, if any, after we’ve put a customer through the third degree that many customers experience when they encounter a glitch, and actually need to return a product, put in a claim or use the warranty service. As tempting as it is to debate customers to uphold a policy to the letter of the law, suspend the cynicism and work to believe your customers.
C3Centricity
OCTOBER 26, 2014
In 1943 Maslow proposed his theory about people’s needs in a paper entitled “A theory of human motivation” He used the terms Physiological, Safety, Belongingness and Love, Esteem, Self-Actualization and Self-Transcendence to describe the pattern of needs that motivate people. At the time he didn’t present it as a hierarchy, nor as a pyramid, but that has become the accepted representation these days.
Experience Matters
OCTOBER 17, 2014
'My definition of customer experience remains the same as when I introduced it in 2008 : The perception that customers have of their interactions with an organization. Our model for customer experience has always been built on three components — functional , accessible , and emotional – which are the underlying elements in the Temkin Experience Ratings.
Kristina Evey
OCTOBER 22, 2014
'I often work with clients to create customer surveys to get valuable feedback from customers about the way they do business, ways to improve, what is working, what isn’t, etc. One of the most frequent discussions we have is around my guidance to avoid having a neutral response available for the respondent. I like to provide the following options for quantitative options… Take a Stand with Customer Feedback.
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Experience Investigators by 360Connext
OCTOBER 13, 2014
'The following is a Best of 360Connext post. You know what I have observed about entrepreneurs? They deliver an experience based on who they are. There is nothing more organic than how a passionate entrepreneur creates experiences for his or her customers. The experience is based on the entrepreneur as a person – and often reflects that in spite of their best efforts!
ijgolding
OCTOBER 31, 2014
'Two years ago my family and I were fortunate and honoured to participate in a BBC1 ‘living history’ programme called Turn Back Time: the Family. An experience like no other, we were transported back in time to the turn of the 20th century to find out how life was like for our ancestors. The essence of the programme was for us to live as our forbears lived with a view to understanding how life for the family unit has changed over time.
InMoment XI
OCTOBER 7, 2014
On a scale of 1 to 10 with 1 being completely dissatisfied and 10 being completely satisfied, how would you rate how well your CXM program captures your customers’ true feelings? If you are on the south side of 10, you are in good company.
Michelli Experience
OCTOBER 17, 2014
'I am sure it is not news to you that Coca Cola has been facing declining sales numbers for a considerable stretch thanks to consumers who are less inclined to want sugar based carbonated drinks. That trend notwithstanding, Coke’s global presence and marketing strength have allowed it to offset many of the company’s revenue losses [.
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
OCTOBER 1, 2014
'Do you want to build sustainable customer experience differentiation? Watch this video: The bottom line : You’re only as strong as your weakest CX Core Competency.
Who's Your Gladys?
OCTOBER 22, 2014
'We all know the feeling. Somebody’s doing something that’s not working. It could be a coworker who isn’t very gracious, a staff member who won’t follow process, or a customer who wants more than you can give. And we know we have to talk about. Communicating with Customers Customer Service customer service mindset customer service performance Delighting customers Dissatisfied customer Lori Jo Vest performance Saying no to customers What to say to customers Who''s Your Gla
Experience Investigators by 360Connext
OCTOBER 2, 2014
'This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. The second annual #CXDay is October 7th, 2014. Come celebrate with us! (Scroll down for more details.). What’s the value of customer experience? It’s an interesting question. Whether by your customers or from within your organization, the value of customer experience can be measured in so many ways.
ijgolding
OCTOBER 21, 2014
'‘Customer Excellence is here: it’s just not evenly distributed yet’ A fantastic quote that I wish I could claim was mine! Whilst it is not, I can recognise a particularly relevant and accurate quote when I see one. The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK.
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.
Storyminers
OCTOBER 23, 2014
'In response to changing consumer trends, Ethan Allen is launching a new retail store concept with new in-store technology designed to enhance the customer experience.
Michelli Experience
OCTOBER 17, 2014
'Sometimes we are too close to something – a process, an idea, a product or service – to see it with true, objective clarity and perspective. This can be especially (and paradoxically) true when a notion is born from our own brains. We think we know what it looks, smells and feels like to be [.
Experience Matters
OCTOBER 8, 2014
'As part of yesterday’s Customer Experience Day celebration , I attended a CXPA local networking event at the Dana-Farber Cancer Institute (DFCI) in Boston. The session kicked off with a panel from the DFCI discussing patient experience. I’m a big fan of DFCI and have enormous respect for the great work that it does in battling cancer. The panel, which included a cancer survivor turned volunteer, was fantastic.
Who's Your Gladys?
OCTOBER 2, 2014
'If you were asked to describe the details of your customer’s experience, how accurate would you be? Are you clear about the look, messaging and ease of navigation on your website? Do you know the current condition of the walls, halls and spaces in and around your brick-and-mortar buildings.
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
Experience Investigators by 360Connext
OCTOBER 20, 2014
'The following is a Best of 360Connext post. We Want to Believe. As business owners, we want to believe if we INTEND to have a customer-focused organization, we will! We deliver an experience in the beginning based on who we are, not any plan about how we deliver. It’s organic – we just ARE customer focused. Organizations grow, though, and things happen.
ijgolding
OCTOBER 6, 2014
'This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Join thousands of CX Professionals all over the world in marking the significance of Customer Experience in our lives today! You can find out about physical and online events throughout the 7th October here. What you are about to read are the exploits of one Customer Experience Professional as he went about his business during a working week.
Customer Bliss
OCTOBER 23, 2014
'Driving the customer agenda and customer profitability must always be at the top of the agenda. 1. Keep customers top of mind and take ownership for making customers a priority of the business. If proposals are lacking in customer perspective or customer considerations, send everyone back to the drawing board. 2. Make the leap to change the way people think about the business.
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