Experience Matters
DECEMBER 16, 2014
'We published a Temkin Group report, The Future of Customer Experience Insights. The report identifies five trends that will redefine the value and role of customer feedback and insights. Here’s the executive summary: Although most organizations describe their voice of the customer program as a success, we’ve found that companies do not get nearly the value they should out of these efforts.
Experience Investigators by 360Connext
DECEMBER 17, 2014
'Customer experience is more than a full-time job. It’s more than a project. It’s more than a department. The best organizations spend plenty of time considering how to deliver exceptional experiences. The very best organizations then act upon those ideas quickly and with vigor. As we face the new year, I thought it would be fun to give you 15 ideas that might help you rock 2015 in a rapid fire way.
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ijgolding
DECEMBER 11, 2014
'Airlines of Europe beware!! There is a ‘new kid on the block’ – one that could potentially change the face of air travel. If you have not heard of Norwegian, it will not be long before the name of the Nordic airline is as common in ‘budget’ air travel as Ryanair or Easyjet. I flew with Norwegian for the first time this week.
Michelli Experience
DECEMBER 17, 2014
'According to research conducted by Software Advice, manually trying to manage customer relationships and consumer complaints through email and spreadsheets is going the route of rotary-dial phones! What was once an expectation in large business is becoming stand fare for small business owners as well. Integrated software solutions are becoming essential for customer relationship management [.
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.
CX Journey
DECEMBER 16, 2014
'Image courtesy of featureset I originally wrote today''s post for InsideCXM. It appeared on the site on September 15, 2014. Want to know the secret to customer retention? I''ll tell you, but first a story. I grew up on a farm in Ohio and, as a young girl, had many horses over the years. One of my horses was named Rusty, and he was what many would call "barn sour" and "herd bound;" he either didn''t want to leave the barn or leave the other horses.
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
DECEMBER 11, 2014
'We just published a Temkin Group report 2014 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 802 IT decision makers from large North American firms. Here is the executive summary of the report: The 2014 Temkin Experience Ratings for Tech Vendors evaluates the customer experience of 62 large technology vendors.
Experience Investigators by 360Connext
DECEMBER 29, 2014
'We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. We know they craved information which helped them take action and get results, and that’s what our blog is all about. Are you ready to make 2015 even better? We’ve gathered 10 of our most powerful posts to help you fuel up the new year with some of the best information and advice we have to share. 1.
ijgolding
DECEMBER 22, 2014
'As we near the peak of the festive season, there are a number of annual rituals that I look forward to undertaking. Once presents have been opened and copious amounts of food and drink consumed, I settle in to the relative calm of the five days that separate Christmas and New Year. I have often looked forward to these days as a way of ‘clearing the decks’ ahead of another twelve months.
Customer Bliss
DECEMBER 16, 2014
'There are skill sets specific to driving culture change that need to be present when doing this customer experience work. The lack of these six skills comprises the execution chasm. 1. Experience in Completed Brand and Marketing Projects – Experience from completed project work brings with it huge gains in knowledge, skills and insights. This crucial past experience of many start-to-finish achievements will optimize the customer experience work. 2.
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CX Journey
DECEMBER 18, 2014
'Today I''m pleased to present a guest post by Rohit Yadav. The way customers interact with brands has drastically changed over the past few years. In the words of Forbes contributor Brian Walker, " Digitally empowered customers are firmly in charge, bouncing from channel to channel at the drop of a hat.” It is now more important than ever before to intertwine marketing efforts with sophisticated customer relationship management tools to deliver a seamless customer experience at every touch poin
Who's Your Gladys?
DECEMBER 2, 2014
'Two things that are extremely important to me are coffee and walking my dogs. Coffee keeps me functioning and my dogs keep me walking, aka getting the exercise I need to stay healthy. Unfortunately, over the last few months, both my coffee maker and my walking shoes have given me major trouble. Customer Service Dissatisfied customer Lori Jo Vest Who''s Your Gladys?
Experience Matters
DECEMBER 22, 2014
'I recently had the opportunity to hear Derrick Hall, CEO of the Arizona Diamondbacks , speak at the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. Hall was extremely passionate about customer experience. His goal: “Treat our fans, employees, and players better than any team in sports.” Hall’s perspective as a senior executive was so refreshing that I scheduled a follow-up interview.
Experience Investigators by 360Connext
DECEMBER 17, 2014
'As a full-time experience designer with 15 years of experience, it takes something pretty spectacular to turn my head. Eye-popping innovation for top-notch service. Ebay’s new retail store (an effort with the until now on-line only Rebecca Minkoff store) didn’t just make me turn my head, it made me look twice. The new flagship store is located in New York City.
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ijgolding
DECEMBER 3, 2014
'Let me set a couple of things straight before I even start this blog post. Whilst the title suggests that I am focussing on one particular industry, the essence of what you are about to read can apply to many industries and professions all over the world. I must also make it clear that I am neither a lawyer nor someone who has extensive knowledge of the legal profession!
Customer Bliss
DECEMBER 9, 2014
'The frontline talks to your customers every day. On a regular basis, sit yourself down and ask them to identify critical issues. Do more than listen, write down the issues and assign someone to take care of the major ones. Then personally reach out to customers to understand – at a greater level of granularity – what is happening, so you know what to do about it and fix the issue.
CX Journey
DECEMBER 4, 2014
'Image courtesy of Unsplash Which is most important: the first impression or the last impression? As you think about the customer experience, which impression is most impactful, the first one or the last one? Which one is the lasting impression? Let''s think for a moment about the customer experience lifecycle. If we think at that high level and consider when the customer first becomes aware of your brand/products: Did he hear a good story or a bad story?
Who's Your Gladys?
DECEMBER 24, 2014
'Happy Holidays! As you celebrate, take a moment to notice the successes and challenges of 2014. Who was there to support your efforts? Now is the time to reach out and acknowledge the difference they made. For us – you, our readers, first, and foremost come. Customer Service guest blogger Lori Jo Vest Marilyn Suttle Barbara Glanz Bill Quiseng Chip R.
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Experience Matters
DECEMBER 1, 2014
'In a previous post, I defined the three elements of an experience: Success, Effort, and Emotion. Emotion is a significant blind spot for most organizations. In the Temkin Group report State of CX Metrics, 2013 , we found that only 11% of large companies feel that they do a very good job of measuring customers’ emotional responses. Our ROI of Customer Experience, 2014 shows that emotion is the most significant driver of loyalty, especially when it comes to consumers recommending firms to
Experience Investigators by 360Connext
DECEMBER 11, 2014
'I love to hang around with entrepreneurs. Full of energy and passion, they are warriors committed to taking down the tired, old big companies. They wholeheartedly believe their company/product/service/culture is THE BEST. Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. What happens when companies scale?
ijgolding
DECEMBER 30, 2014
'As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Twelve months is not a particularly long time in the context of a lifetime of experiences, yet it is remarkable what progress can be made in 365 days. If you can remember what you were doing on the 30th December 2013 you will know what I mean!
Customer Bliss
DECEMBER 23, 2014
'Actions indicate what a company values. Actions show how much the company considered the customer. Actions reflect back on the company — giving customers a glimpse of who they are as people. How you choose to correct something that goes wrong, how steadfast you are in delivering the goods, ensuring quality, and giving people what they need – these actions expose what you value.
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.
CX Journey
DECEMBER 9, 2014
'Image courtesy of rovingisydney Do you close the loop with your customers? One of the most important best practices of any world-class VoC initiative is to close the loop with customers. They take the time to tell companies what they like and don''t like about products and services; as a result, companies must listen and respond, both by making changes and by letting customers know what improvements have been made.
InMoment XI
DECEMBER 22, 2014
(This post was compiled by a team of MaritzCX experts. Each trend will be featured in subsequent posts providing even greater insight.) In Charles Dickens “A Christmas Carol” the Ghost of Christmas Yet to Come showed the frazzled Mr. Scrooge what might be become of him if he didn’t change his ways … immediately. Is.
Experience Matters
DECEMBER 9, 2014
'We published a Temkin Group report, The Secret to B2B2C Customer Experience Success. When a company doesn’t have sole control over the customer relationship, it has to recognize the entire system of relationships that influence the end customer’s experience, focusing on what we call B2B2C CX management. Here’s the executive summary: Many companies reach their end customers through a variety of channel partners—from independent agents and dealerships, to resellers and distributors.
Experience Investigators by 360Connext
DECEMBER 15, 2014
'For leaders to make smart decisions about who the best, most loyal and most profitable customers are, they need to understand the makeup of the customer population. This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. How do you gauge customer value? Airlines have recently taken to creating secret, invitation-only loyalty programs for their most valued customers.
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
ijgolding
DECEMBER 9, 2014
'In life there are a number of certainties. The annual celebration of our birth is one of them. For me, the 6th December each and every year marks my birthday. When it comes to the world of Customer Experience, there are also a number of certainties that can be counted on. John Lewis being recognised as one of the UKs most trusted brands is one. Ryanair sounding their bugle when arriving at a destination on time is another.
Customer Bliss
DECEMBER 11, 2014
'When sales is the power core, you have a well-oiled machine that knows how to target customers and position your product with differentiation that causes people to want to have it. Great sales organizations have perfected the way to get customer feedback efficiently into the pipeline and they know how to turn it into actionable steps. However, the connectivity between the sale and the overall customer experience can be an Achilles’ heel.
CX Journey
DECEMBER 23, 2014
'Image courtesy of Bazzerio Are you telling stories to engage your audience? Over the weekend, I took my kids and my parents to the California Science Center in Los Angeles to see Pompeii: The Exhibition. Walking through the exhibit, you see that each artifact has a placard on/near it with details about what the item is. If you''d like, you can also use an audio device that allows you to hear more details about many of the items.
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