Experience Matters

JANUARY 6, 2015

'It’s once again the time of year for me to publish my CX trends. In my post last year, I named 2014 “ The Year of Empathy.” With this post, I’m declaring 2015 “ The Year of the Employee.”. We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs.

Customer Journeys 261

Customer Journeys Trends Contact Center Customer Connectedness 261

Experience Investigators by 360Connext

JANUARY 5, 2015

'The following is a Best of 360Connext post. We have a saying around here. We only work with “enlightened leaders.” I started saying that after a particularly challenging consulting exercise. I was working with a growing technology company. They had a lot of great things going for them. New revenue, lots of press and attention and a very successful new product rollout had all happened just before we worked together.

Leadership 241

Leadership Consulting Employee Engagement User Experience 241

C3Centricity

JANUARY 19, 2015

As you have no doubt already noticed, my Blog posts and those of many other Bloggers too, are often prompted by real-world experiences. This week is no exception. I want to share with you some examples of how companies jeopardise the loyalty of their customers and also seriously limit their chances of getting repeat purchases. [.]. The post Are you Jeopardising your Customers’ Loyalty?

Loyalty 233

Loyalty Examples Customers Customer Experience 233

Storyminers

JANUARY 22, 2015

'I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders.

Customer Experience 129

Customer Experience eBook Customer Experience Design Employee Experience 129

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

Retail

ijgolding

JANUARY 14, 2015

'This is not the first time I have written about John Lewis. A British retailer recognised by many as the epitome of a people (customers and employees) focused brand, their challenge for a long time has been to maintain their position as a Customer Experience leader for others to look up to and admire. Founded in 1864, the perception of John Lewis as a brand you can trust has been built over many years of hard work – hard work in adapting to the world around it and the ever changing needs

Omni-Channel 213

Omni-Channel Customer Experience Social Media Retail 213

Experience Matters

JANUARY 9, 2015

'I looked through Temkin Group’s 2014 research and picked out 10 interesting factoids. It was difficult to narrow down to 10 items that collectively provide a sense of the state of customer experience. Click here to download a 18″ x 24″ poster version (.jpg). The bottom line : We did a lot of research in 2014!

Infographics 252

Infographics Customer Experience Groups Customers 252

Experience Investigators by 360Connext

JANUARY 23, 2015

'We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. And yet many companies still don’t quite get it right. What about you? It’s easy to “set up” a social media presence for customers and then just sort of forget to maintain it.

Customer Care 236

Customer Care Social Media Marketing Conference 236

Customer Bliss

JANUARY 15, 2015

'Most companies jump in to the CX work without evaluating how the organization works together, whether the CEO is truly committed and if the patience exists for the long road ahead. Here are the eight key issues that usually get in the way of making progress in your focus on customers inside your organization. See if you recognize any of them in your organization. 1.

Effort Score 189

Effort Score Metrics Comparison Customer Satisfaction 189

Storyminers

JANUARY 21, 2015

'James Patterson has written lots of books. He’s known for thrilling readers with his engaging style. But he’s never thrilled them like this before.

Social Media 206

Social Media Customer Experience Design Analysis Customer Engagement 206

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.

Employee Experience

ijgolding

JANUARY 21, 2015

'Anyone who is lucky enough to have a family with three or more children will be able to empathise with the age old problem of booking hotel accommodation. As the average family size in the UK has continued to rise (1 in 7 families with children in the UK have three or more children), the […].

Hotels 199

Hotels Customer Experience Customer Retention Customer Journeys 199

InMoment XI

JANUARY 9, 2015

So, let’s play a game. I’ll call it “What Do These Customer Experience Wins Have in Common?” Here goes: Customer Experience Win #1: After a storm claim debacle with our insurance company, our agent made the seemingly impossible business save by providing empathy for the claim denial, creatively finding us repair funds, and garnering us.

Insurance 203

Insurance Customer Experience Company Customers 203

Experience Matters

JANUARY 2, 2015

'Some years it’s difficult to decide on the content for my first post. But this year it was very easy. This new video is the perfect way to start off my blog in 2015. In my recent post Customer Experience = Success + Effort + Emotion , I reiterated the definition of customer experience (CX): “ the perception that customers have of their interactions with an organization.” Written words are great, but I wanted people to fully understand the essence of CX, so I created this vide

Video 248

Video Customer Experience Customers Interaction 248

Experience Investigators by 360Connext

JANUARY 12, 2015

'The following is a Best of 360Connext post. There are two questions I receive from business contacts regularly. How can we increase loyalty? How can we get more word-of-mouth business? They are actually two sides of the same coin, in my humble opinion. Consider yourself as a loyal customer. We are most likely loyal to some brand or another. I’m sure the Apple enthusiasts out there are already assigning themselves in the Apple column.

Loyalty 230

Loyalty Hotels Hospitality Loyalty Programs 230

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Kristina Evey

JANUARY 13, 2015

'Resolutions Don’t Work… HABITS Do. . First off, I hope all of you had a wonderful holiday season and are looking forward to the promises and opportunities of 2015. . Many of you likely fell into the nostalgic traditions of setting New Year’s Resolutions with big plans and the best of intentions. And… like the MAJORITY of folks, most (if not all) of those resolutions have already fallen by the wayside.

Customer Experience 185

Customer Experience Customer Service Loyalty Customers 185

Who's Your Gladys?

JANUARY 27, 2015

'Like so many consumers these days, I look to the internet for all kinds of product information. A few months ago, I was looking for fun socks for a social media campaign I was working on and came across Sock It to Me Socks. Their brand identity is colorful and entertaining. Their socks come in crazy fun designs. Customer Service Delighting customers Lori Jo Vest social media Uncategorized Who''s Your Gladys?

Social Media 176

Social Media Entertainment Customers Consumers 176

ijgolding

JANUARY 5, 2015

'People often ask me where the inspiration for my blog posts comes from. Whilst there is no single answer to this question, I will say that the best blogs are usually those that are unplanned. In other words, I am regularly inspired by the things I see and hear – my posts will almost always be as a result of a recent experience of my own. At the weekend, I was fortunate to hear a sermon from a retired Anglican Priest.

Customer Experience 195

Customer Experience Innovation Customers Measurement 195

Customer Bliss

JANUARY 27, 2015

'Beloved companies know that the outcome of their decisions and their actions reveal who they are and what they value. Companies who decide to believe make belief a competency of their business, people, and operation. Are you a company of believers? Review the ten actions of believers. Can you say yes to each action? . 1. Make employee selection a priority.

Company 170

Company Policies Culture Customer relationships 170

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.

Data

Experience Matters

JANUARY 22, 2015

'Customer connectedness is one of Temkin Group’s four CX core competencies. A key capability in this area is a strong voice of the customer (VoC) program. This video highlights our model for creating a VoC program, called the 6D’s: Detect , Disseminate , Diagnose , Discuss , Design , and Deploy. Also, check out our VoC/NPS Program Resources. The bottom line : Great companies learn from, and act upon, the voice of their customers.

Customer Connectedness 232

Customer Connectedness Video NPS Groups 232

Experience Investigators by 360Connext

JANUARY 8, 2015

'The following is a Best of 360Connext post. Who needs mystery shoppers? You do. If you sell anything to anyone, you would do yourself a world of good by enlisting mystery shoppers (sometimes called secret shoppers) into your customer insights mix. But I have a specific beef with the standard way mystery shopping works. But, first, let’s talk about what it is v. what it should be.

Customer Experience 226

Customer Experience Feedback Social Media Customer Journeys 226

Michelli Experience

JANUARY 20, 2015

'So would you? Would you have your wedding at Starbucks? How about your reception? Lets switch venues, how about at Taco Bell or Subway? While I have never heard of a Taco Bell reception, I have been tracking the phenomena of Starbucks weddings and receptions since I worked on my first book about the company [.

Brands 168

Brands Company 168

Who's Your Gladys?

JANUARY 6, 2015

'New realities have emerged over the past year, revealing what we can expect of customer service in 2015. As a new year begins, before you consider how these trends apply to your business, take a minute to notice these three things: What went right in.

Trends 168

Trends Customer Service Customer Service Training Training 168

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Voice of Customer

ijgolding

JANUARY 26, 2015

'When I started out on my Customer Experience career many years ago, I had no idea that Customer Experience would ever be recognised as a profession. As I started to influence the organisation I was working for, I also did not realise that to be the best Customer Experience Professional I could be, I was […].

Customer Experience Professionals 191

Customer Experience Professionals Chief Customer Officer Customer Experience Customers 191

Customer Bliss

JANUARY 22, 2015

'The customer experience that gets you the most confidence with your customers is to get the basics right. You must clear the hurdle of random experiences, and set the foundation in product and service reliability (“They get it right.”) before you move on to building a personal relationship with customers (“They know me.”) that ultimately broadens into customers referring you to others.

Chief Customer Officer 169

Chief Customer Officer Customer Journeys Leadership Culture 169

Experience Matters

JANUARY 20, 2015

'We just published a Temkin Group report, Lessons in CX Excellence, 2015. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. The report, which is 98 pages long, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

Report 221

Report Customer Connectedness Customer Journeys Net Promoter Score 221

Experience Investigators by 360Connext

JANUARY 21, 2015

'Many customers experience the product or service offered by an organization differently than how the organization anticipates. Some of this has to do with where the journey actually begins and ends. Understanding the customer journey end-to-end helps brands innovate around the experience. But the experience is more than what a customer does after purchase.

Customer Journeys 225

Customer Journeys Airlines Travel Social Media 225

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.

Trends

CX Journey

JANUARY 16, 2015

'Image courtesy of Carli Jean Are you delivering a great customer experience - or are you just relying on advertising to create awareness and sell your products? On the eve (sorta) of the biggest day of the year for the advertising industry (OK, for commercials. we love to watch the Super Bowl commercials), I thought I''d share some thoughts on the common disconnect between advertising and the customer experience.

Advertising 164

Advertising Return on Investment Video Customers 164

Who's Your Gladys?

JANUARY 20, 2015

'Are your leaders measuring and reinforcing an engagement strategy? Are coworkers treating each other with as much respect as they’re expected to treat customers? Are any “bad apples” (certain employees, vendors, or clients for example) spoiling wellbeing in the workplace? You might be thinking, “Some do. Some don’t. So what? We aren’t living in a fairy tale!”.

Engagement 164

Engagement Strategy Employee Engagement Measurement 164

InMoment XI

JANUARY 28, 2015

My team and I have been lucky enough to have worked on customer experience optimization projects with more than a dozen major health insurance carriers over the past couple years. Many of these client relationships were a direct byproduct of the Affordable Care Act (Obamacare) and its impact on the industry. There’s no secret that.

Insurance 163

Insurance Loyalty Industry Customer Experience 163