Experience Matters
FEBRUARY 23, 2015
'We’re often asked to help people who have recently taken on new responsibilities in customer experience (which is commonly abbreviated as CX). Since it’s important for anyone in the field to understand the core principles of CX, I’ve put together this post and called it “CX for Smarties.” Anyone who cares enough about CX to read this post is not a dummy.
ijgolding
FEBRUARY 24, 2015
'As someone who spends his life eating, talking, breathing, writing and generally living everything to do with Customer Experience, it is inevitable that on occasion I may get tagged as a serial ‘moaner’ It is true to say that I often highlight the less than palatable experiences I encounter. However, I am just as quick […].
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Kristina Evey
FEBRUARY 10, 2015
'The secret sauce to getting more customers and making more money? Show Your Customers The LOVE! Show Your Customers the Love. It doesn’t get any simpler than that. Think about the way we build personal relationships… we see someone we are attracted to, we do things to get them to notice us, we try to find out more about them, we do things to try to impress them, we pay attention to them, we notice what makes the happy and/or sad, we do our best to make them feel good or happy.
InMoment XI
FEBRUARY 18, 2015
Are you managing, or just measuring your customers’ experiences? In this short video, Stephan Thun, CEO Europe of MaritzCX, discusses his thoughts on the net promoter score and the importance of managing the customer experience. You can watch it below. Look out for more next week when we ask Stephan if customer experience is of.
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Experience Investigators by 360Connext
FEBRUARY 9, 2015
'As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1. Mention customers in your KPI’s. Profit and revenue and new customer growth are important numbers to track, but it’s vital to include items like customer lifetime value , customer satisfaction and/
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
FEBRUARY 11, 2015
'Last year, I published a free eBook called People-Centric Experience Design (PCxD). Experiences are all about people, the customers who interact with your organization and the employees who shape those interactions. Most approaches to customer experience, from voice of the customer programs to customer journey mapping, deal with the logical, left-brain elements of customer experience.
ijgolding
FEBRUARY 16, 2015
'I am unlikely to be the first person to write an article focusing on whether or not the Customer Experience really makes a difference. I am also unlikely to be the last. On a weekly basis, Customer Experience Professionals all over the world are being challenged to demonstrate the ‘tangible’ value focusing on the Customer […].
Kristina Evey
FEBRUARY 6, 2015
'Patient Satisfaction Starts with the Heart. Customer service and being nice can make or break a first impression, especially in a medical office. My family recently changed insurance companies due to the recent health care changes. We were heartbroken that this also meant we had to change our physicians we’d been with for the past 10 years.(To be accurate, we could have stayed with them, but it would have cost us an additional $300 per month.).
InMoment XI
FEBRUARY 15, 2015
Oftentimes the blogs I write stem from experiences I have had that remind of important lessons that CX practitioners should always keep in mind. Most often these are negative experiences, but at times there are some positive ones that stand out. This one blows them all away. In the last few months, I have discovered.
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Experience Investigators by 360Connext
FEBRUARY 2, 2015
'The following is a Best of 360Connext post. As Dr. Phil likes to say, “People do what works.” If it works to ignore loyalty, people will continue to do that. Consider how most business leaders and sales teams are compensated. It’s all about the NEW. New sales, new clients, new customers. Growth in the market meaning more new customers.
Customer Bliss
FEBRUARY 3, 2015
'We know through social media that customers remember your “hello” and “goodbye.”. Are you deliberate in the memories you deliver at the beginning and ending moments of customer contact? When you map out the customer experience stages, step away from ‘executing tasks’ and focus on the customer experience you want to deliver. To plan reliable delivery, you must know the customer emotions involved in the experience from beginning to end.
Experience Matters
FEBRUARY 25, 2015
'We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2015. This is our annual analysis of which companies deliver the most and least bad experiences, how consumers respond after those experience (in terms of sharing those experiences and changing their purchase behaviors), and the effect of service recovery (see last year’s report ).
ijgolding
FEBRUARY 3, 2015
'We are living in a world where consumer expectation is changing as rapidly as ever before. New technology is enabling people to do what they want, when they want to do it, wherever they happen to be. We crave speed, simplicity and consistency in our interactions. All around the world, this change in consumer expectation […].
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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.
Who's Your Gladys?
FEBRUARY 17, 2015
'When you bring the word compassion into a business conversation, many people don’t really get what it means or why you’d want to “do that” in a corporate environment. Some think it means feeling sorry for someone. Others may recall that it has something to. Customer Service customer service mindset customer service performance Listening passion performance Who''s Your Gladys?
InMoment XI
FEBRUARY 28, 2015
US customers have higher expectations than UK ones, and US companies have been quicker to adopt customer experience platforms and technology. Nigel Cover of MaritzCX assesses whether the UK has anything to learn from across the Pond.
Experience Investigators by 360Connext
FEBRUARY 23, 2015
'The Chicago Auto Show, now in its 107th year(!), is a showcase of what’s new and what’s next in auto design and development. This means more than just amazing new vehicles, this means learning about how storied industries like this one continue to use the voice of the customer in their product development. Customers have a new voice in innovation.
Customer Bliss
FEBRUARY 19, 2015
'As much as we’d like comments alone to compel operational change, it isn’t going to happen. Operations won’t be inclined to change a process that involves 2,200 employees because of a list of quotes. That information is not actionable or operational enough to gain attention or drive accountability. You need to offer people a way to account for the issues in a reliable and automated manner.
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
FEBRUARY 17, 2015
'We just published a Temkin Group report, Employee Engagement Benchmark Study, 2015 , which is our annual analysis of U.S. employees. Here’s the executive summary: We used the Temkin Employee Engagement Index to analyze the engagement levels of more than 5,000 U.S. employees. We found that although employee engagement overall has increased over the past year, engagement levels still vary by organization, industry, and individual.
ijgolding
FEBRUARY 11, 2015
'Yesterday I had the enormous pleasure of co-chairing the first ever Customer Experience Professionals Association (CXPA) Members Insight Exchange to be held outside of the US. The gathering of Customer Experience Professionals (CXPs) from across Europe was as inspiring an occasion as I hoped it would be. I have always said that when you put […].
CX Journey
FEBRUARY 24, 2015
'Image courtesy of S.O.O.C Which is more important: the last mile or the extra mile ? A couple months ago, I wrote about first and last impressions , posing a similar question there: which is more important? Today I''m wondering about the last mile and the extra mile. Which one should you focus on more? Which is more impactful to the customer experience?
InMoment XI
FEBRUARY 24, 2015
If you’re bored in the next few weeks waiting for spring, I’ve got a fun activity for you. Go into three car dealerships and pretend you’re shopping for a car. It’s amazing what you find. I try and do this regularly and my personal experience mirrors the hard numbers from our ongoing New Vehicle Customer.
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.
Experience Investigators by 360Connext
FEBRUARY 18, 2015
'I had the opportunity to check out all the shiny new cars at the Chicago Auto Show on the media preview day last week. We’ll have more to share from this later this week, but for now, we wanted to share an observation about innovation. Is innovation so forward-looking you can’t rely on customer feedback? Or should customer feedback be what drives everything, including innovation?
Who's Your Gladys?
FEBRUARY 24, 2015
'Have you ever had a client settle for a less robust product or service, because she couldn’t afford what she really needed (or wanted)? Managing a customer’s expectations, particularly when they want more than they’re able or willing to pay for, can be dicey. Here’s an. Best practices Communicating with Customers Customer Service customer service mindset customer service performance Developing People Dissatisfied customer Engagement Marilyn Suttle Mood Management Who''s Your Gladys?
Experience Matters
FEBRUARY 9, 2015
'I recently posted about the Past and Exciting Future of the Customer Experience Professionals Association. After reviewing our progress over the last few years, I am even more excited about the future of the organization and what it means for CX professionals worldwide. In that post I unveiled an updated version of the CXPA.org’s mission statement: The Customer Experience Professionals Association is the premier global non-profit organization dedicated to the advancement and cultivation o
Customer Bliss
FEBRUARY 5, 2015
'I was honored to be a part of this ebook, The 2015 Customer Experience Outlook – A Collection of Ideas for the Year Ahead brought to you by Kerry Bodine & Doberman. It’s is a collection of ideas from customer experience authors, designers, and industry leaders. I contributed an article about five competencies for Chief Customer Officers.
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
AskNicely
FEBRUARY 27, 2015
Here’s a job I hate. Managing customer feedback surveys. Don’t get me wrong – it’s incredibly important. It’s the process I take issue with. Some poor marketing person has to extract a list of customers, pump it through some online survey tool (there could be a monkey involved, hmmm), extract the results to a spreadsheet and then panelbeat them into a charts and words in monthly or quarterly exec report for the bosses to get all “stroky beardy” over.
InMoment XI
FEBRUARY 12, 2015
Customer experience…it’s something we’re all very familiar with because, after all, while we might not all be customers during the day, all of us play one at home: we’re customers of utility companies, of retailers, of healthcare providers, and the list goes on and on. For that reason, we all know a great customer experience.
Experience Investigators by 360Connext
FEBRUARY 25, 2015
'FAQ is another one of those terms we didn’t even know before the dawn of the internet age. Most of us were blissfully unaware of this acronym for “Frequently Asked Questions” now living on many web sites. When we ask our clients a question like “ What are your touchpoints ?” we get a lengthy list of the many places where customers and company interact.
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