Experience Matters
NOVEMBER 17, 2014
'Employee engagement is one of Temkin Group’s four CX core competencies. This video highlights our model for making improvements in what we call the Five I’s of Employee Engagement : Inform, Inspire, Instruct, Involve, and Incent. Also, check out our Employee Engagement Resources. The bottom line : Employees are an under-appreciated asset.
ijgolding
NOVEMBER 28, 2014
'In 2008, Dave Carroll’s guitar was broken by United Airlines. Unbeknown to United at the time, Dave Carroll is a Canadian musician and a member of the band ‘Sons of Maxwell’ As a result of the lack of desire demonstrated by United to deal with the issue, Dave felt that his only option was to reach out to social media to share his experience with as many people as possible.
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Experience Investigators by 360Connext
NOVEMBER 24, 2014
'Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. And who can blame you? Today, leaders have more expectations with fewer resources. We’re asked to report on reporting reports, meaning we spend more time saying what happened instead of making things happen.
Customer Bliss
NOVEMBER 6, 2014
'It’s not the fact that the silos exist that’s the problem. It’s their lack of coordination and conflicting metrics. Each faction of the company continues to establish their own plans, budgets and goals. The challenge of CX work is that it cuts across the entire organization and orchestrating a new behavior isn’t often factored in by the silos. In many strong siloed organizations, there’s an upstream swim to connect on the end-to-end hand-offs required for customer experience.
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
NOVEMBER 19, 2014
'I preach continually about the importance of Customer Service and am really happy to share this personal story. Last week I was on my annual pilgrimage to Chicago with some good friends. Every year, I mean EVERY year, we dine at Quartino’s restaurant. We happened to find ourselves there about 8 years and have returned every year because the service, food, and prices are so wonderful.
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
NOVEMBER 11, 2014
'Voice of the customer programs are a cornerstone for most customer experience efforts. That’s why Temkin Group put together this infographic with insights from our research. Here’s a poster version and you can see the full infographic below. I hope you enjoy it. Here are links to download versions of the infographic: Poster (18′ x 24″) in.pdf file or in.png file.
ijgolding
NOVEMBER 9, 2014
'If you are a regular reader of my blog, you will be aware that I am regularly referred to stories of both great and not so great Customer Experiences. As I am a big believer in the use of stories to bring Customer Experience to life, I feel that I am very fortunate to be allowed to share some of these stories with a wide audience. This week I have been given permission to share a story of the ‘not so great’ variety.
Experience Investigators by 360Connext
NOVEMBER 20, 2014
'In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Over time, however, there has been a gradual recognition of the importance of having an executive in the C-Suite responsible for elevating and growing the customer experience; as of this year, 22% of Fortune 100 Companies and 10% of Fortune 500 Companies have a CCO onboard.
InMoment XI
NOVEMBER 13, 2014
I bank with a large, national retail bank that offers investment services as a line of business. My experience with the investment services folks was nothing like dealing with people in other areas of the bank. While the retail banking employees are warm, friendly, and convey a spirit of helpfulness, the people in the investment.
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.
CX Journey
NOVEMBER 4, 2014
'Do customers really care about brands? A couple weeks ago, SDL shared a post of theirs that included 25 facts about customer experience, including a variation of this one: Most people worldwide would not care if more than 73% of brands disappeared tomorrow. -Source: Havas Media The question I ask is, "Why?" Is this even a thing? Should we be worried about people not caring if brands disappeared from their lives?
Who's Your Gladys?
NOVEMBER 25, 2014
'Have you developed a set of memorable service expectations that stick in the minds of your staff? A vision that defines who employees are expected to “be” for their customers and colleagues is powerful. But only when it’s modeled, shared and reinforced.
Experience Matters
NOVEMBER 24, 2014
'I attended last night’s Oklahoma City Thunder game to participate in a ceremony awarding the NBA team’s partners with a CX Innovation Award from the Customer Experience Professionals Association ( CXPA.org ). Actually, the Thunder won the award for its fan experience efforts. But the NBA organization feels so strongly about the role that its partners play in the overall experience that it shares these types of awards with partners.
ijgolding
NOVEMBER 13, 2014
'I have always described Ryanair as ‘the brand we love to hate’ Famed for its ‘no frills’ approach, for years, millions of consumers decided that despite the appealing cost, the un-acceptability of the Ryanair experience was a big turn off. Equally as many millions of consumers were prepared to put up with the ‘no service’ proposition and until recently, Ryanair CEO Michael O’Leary revelled in the financial returns that this strategy delivered.
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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.
Experience Investigators by 360Connext
NOVEMBER 26, 2014
'Tomorrow Thanksgiving Day in the United States! I recently sent a letter to the CXI® Club listing some things I’m thankful for this year, but I wanted to be sure this part was not exclusive to people on our mailing list: I’m very thankful for you, reading this [letter] and our blogs each week. We get such tremendous feedback and ideas from our community, and many of you have become friends and clients.
Customer Bliss
NOVEMBER 11, 2014
'Companies that are beloved don’t take apologizing as admitting defeat. It’s part of the journey toward becoming a better company. Apologizing well for operational gaffes, service blunders, and widespread missteps drives company prosperity because these apologies, when done well, strengthen the bond between customer and company. The apology defines the people inside the company, their values and who they are.
Michelli Experience
NOVEMBER 14, 2014
'The findings of a powerful research study emerged in the Harvard Business Review late last year and it’s clear from the behavior of some companies I’ve visited recently that word has not been disseminated widely. The article was titled “The Truth About Customer Experience” and in it the authors Alex Rawson, Ewan Duncan, and Conor [.
Who's Your Gladys?
NOVEMBER 11, 2014
'You''ve seen it – that sign posted in public restrooms telling employees, “You must wash your hands before returning to work.” Is there anything wrong with reminding staff to follow the rules?
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.
Experience Matters
NOVEMBER 14, 2014
'Last week I attended the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. It was an excellent event. I was impressed by what the CSL is doing to equip future customer service/experience leaders. One of the speakers was Mike Gathright, Director Americas Customer Services at Amazon.com. He describe Amazon.com as “The Earth’s Most Customer-Centric Company,” or just EMC 3.
ijgolding
NOVEMBER 18, 2014
'Last week was as manic as they get for me. Prague, Oxford, London and Copenhagen were all on my itinerary in a mad, exciting and fruitful five days. Despite all the travelling I do these days, I am still someone who gets excited about travelling to places I have never been before. I often do not get much chance to see the sights and experience the culture, but I do get the opportunity to eat nice food, stay in good hotels and travel with well known operators.
Experience Investigators by 360Connext
NOVEMBER 17, 2014
'Cooks and the customers they serve who can see each other – literally – both feel better about the experience. A recent study found that if cooks in a restaurant kitchen could see the customers ordering and enjoying their food and the customers could see the cooks preparing it, the food tasted better. Transparency in the experience is magic!
CX Journey
NOVEMBER 20, 2014
'Image courtesy of terry.1953 How ingrained is the customer and his perspective in your company''s DNA? I recently came across an article/speech by the late David Foster Wallace; it starts with the following story. There are these two young fish swimming along, and they happen to meet an older fish swimming the other way, who nods at them and says, "Morning, boys.
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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.
Michelli Experience
NOVEMBER 21, 2014
'You have seen us. If you are honest you will admit to being one of us. We are the people trying to appear inconspicuous as we feverishly look for an available power outlet to recharge our laptops, tablets, or cellular phones. We are easily located in a wide number of locations including airports and Starbucks [.
Who's Your Gladys?
NOVEMBER 19, 2014
'There''s a meme that''s going around that''s caught my attention. It says, "You have as many hours in a day as Beyonce." It''s so compelling that it''s made its way onto coffee mugs, posters, t-shirts and plaques, like the one you see here. (Which you can buy on Etsy, BTW.).
Experience Matters
NOVEMBER 6, 2014
'In case you missed it, the VoC technology provider Allegiance was purchased by Maritz Holdings and then combined with Martiz Research (a part of the acquiring company) to form MaritzCX. Carine Clark, the CEO of Allegiance, was named CEO of the new company. My take : First of all, I like the move for both Martiz and Allegiance. MaritzCX can offer a strong technology platform and a strong services capability.
ijgolding
NOVEMBER 25, 2014
'Maslow’s Hierarchy of needs is a psychological theory proposed by Abraham Maslow in his 1943 paper “A Theory of Human Motivation” The theory is most commonly portrayed in the shape of a pyramid with the largest, most fundamental levels of human needs at the bottom and with the ultimate need for self-actualization at the top. 71 years later, it could be argued that Maslow’s perception of what constituted basic physical needs has been surpassed by something even more fund
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.
Experience Investigators by 360Connext
NOVEMBER 13, 2014
'Customers need reassurance. The latest Retail Customer Experience report, Retail Future Trends 2015 , highlights how both consumers and retailers are feeling about trends in retailing. The trends covered include everything from the fall of the shopping mall to the confusion around bitcoins. The survey results from consumers highlighted what customers are really seeking.
CX Journey
NOVEMBER 11, 2014
'Image courtesy of GrantVernon Have you started journey mapping yet? Or are you still wondering why it''s an important tool to have in your customer experience management toolbox? I''ve written and talked about journey mapping so much this year, even suggesting back in January that we make it the year of the journey map. I think customer experience professionals have made huge inroads in that regard this year.
Customer Bliss
NOVEMBER 4, 2014
'We have created a kind of hysterical customer feedback muscle in the marketplace by over-surveying our customers and asking (ever so thoughtfully) “How can we improve?”. Customers tell us what to do and we haven’t moved on the information. Customers read the lack of action as lack of caring and certainly lack of respect. We often over think what the customer effort should be.
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