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.
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.
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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 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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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
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.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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. Often quoted George Bernard Shaw once said, “England and America are two countries separated by the same language”; View Article.
Customer Bliss
FEBRUARY 26, 2015
'Competency #5: Leadership, Accountability and Culture. Leadership behaviors are required for embedding the five competencies. For this work to be transformative and stick, it must be more than a customer manifesto. Commitment to customer-driven growth is proven with actions and choices. To emulate culture, people need examples. They need proof. Competency 5 is the glue that puts into practice leadership behaviors required by a united leadership team to enable and earn sustainable customer asset
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 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 […].
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
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.).
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.
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.
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?
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
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 […].
Customer Bliss
FEBRUARY 24, 2015
'Competency #4: Proactive Experience Reliability and Innovation . Know, before customers tell you, where experience reliability is out of sync. Deliver peace-of-mind, consistency and innovation. Competency 4 builds out your “Revenue Erosion Early Warning System” and your evolving experience innovation process in “marquee” moments in your customer journey.
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.
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InMoment XI
FEBRUARY 26, 2015
Customers won’t pay for better service. It’s all about price. Isn’t that the lesson we learn from consumer trends like show-rooming, where consumers shop in stores like Best Buy and then surf online to buy the products they looked at for a cheaper price? This philosophy is conventional wisdom among many companies with limited service. View Article.
SuiteCX
FEBRUARY 19, 2015
We are thrilled to be collaborating with Data University on various CX topics, the first of which features Valerie and our recent thought leadership on how to achieve a holistic customer experience. Download the webinar: [link]. Check out Data University for other content related to Customer Experience, Marketing and more!
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 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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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
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.
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?
InMoment XI
FEBRUARY 26, 2015
Customers won’t pay for better service. It’s all about price. Isn’t that the lesson we learn from consumer trends like show-rooming, where consumers shop in stores like Best Buy and then surf online to buy the products they looked at for a cheaper price? This philosophy is conventional wisdom among many companies with limited service.
Michelli Experience
FEBRUARY 18, 2015
'What does brand equity get you? Among other things – happy neighbors! According to recent reports, when a Starbucks opens nearby your property values rise – alot. Before you think this phenomena occurs anytime a multi-national company opens its doors in your vicinity, the research also shows that its better to have Starbucks than Dunkin [.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
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
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?
Customer Bliss
FEBRUARY 17, 2015
'Competency #3: Build a Customer Listening Path. Seek Input and Understanding, Aligned to the Customer Journey. Competency 3 unites your organization to build a “one company” listening system constantly refreshing with multiple sources of quantitative, qualitative, and experiential feedback to tell the story of your customers’ experience, guided by the customer journey framework.
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