InMoment XI
MARCH 20, 2015
Let me begin with an obvious observation about customer experience excellence: Customer Journey Mapping is all the rage, it seems. Everyone is developing a journey map of customer relationships, not only the “cool kids” who pioneered this practice years ago. Even “Stalwarts” are proudly displaying their maps in their offices and sharing them amongst their.
ijgolding
MARCH 24, 2015
'As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world’s ‘best’ Customer Experience brands are. ‘Who is good at CX?’ is a pretty typical question. It is a good question to ask and one that I […].
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C3Centricity
MARCH 1, 2015
I got an email this week that was just so wrong I almost replied to it offering my help to the sender, as he clearly needed it. The email started, “Hello Deny, I will keep my introduction brief. I’m Scott XXX, CEO for YYY.” He was informing me about his company’s training offers, which he [.]. The post No Trust without Respect: 7 Rules to Winning Customers appeared first on C3Centricity.
Experience Matters
MARCH 3, 2015
'We published the 2015 Temkin Experience Ratings , the most comprehensive benchmark of customer experience. In the fifth year of the Ratings, we analyze feedback from 10,000 U.S. consumers to rate 293 organizations across 20 industries (we added utilities this year). Here’s the executive summary: 2015 marks the fifth year of the Temkin Experience Ratings, and this year, supermarkets dominated the ratings.
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Experience Investigators by 360Connext
MARCH 9, 2015
'There is a really exciting change happening. Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience executive. They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results. We have only just begun the customer experience revolution, and yet, many people have decided to become experts !
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
MARCH 4, 2015
“Customer Insights” is one of the most ubiquitous terms in the industry, possibly only surpassed by “Actionable,” “Big Data,” or “Predictive Analytics.” A quick search of LinkedIn reveals that 407,416 members have the term “Customer Insights” in their profile. Unfortunately, with ubiquity comes polysemy. The only common thread among professionals who complain that they are.
ijgolding
MARCH 10, 2015
'Every job has its ups and downs. Whether you are a teacher, a doctor, an accountant, a sales rep, an IT consultant or an artist, some days will be better than others. I could continue to name more professions, but the principle would be the same – as sure as night follows day, good will […].
Who's Your Gladys?
MARCH 18, 2015
'I shared a Stephen Covey quote on LinkedIn earlier this week, which read “Always treat your employees exactly as you want them to treat your best customers.” It’s a statement that I believe in 100%. When I’ve managed employees, I’ve expected the top levels of performance, though I’ve. attitude Best practices Customer Service customer service mindset customer service performance Leadership Lori Jo Vest performance Who''s Your Gladys?
Experience Matters
MARCH 24, 2015
'We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate the level of trust that consumers have with 293 organizations across 20 industries ( see.pdf with full list ). You can see all of the company data on the Temkin Ratings website. Download dataset for $295 ( see sample file ).
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Experience Investigators by 360Connext
MARCH 4, 2015
'If you haven’t yet discovered our podcast, Crack The Customer Code, I hope you will soon. We released our 15th episode , and it’s been quite the learning experience for my co-host Adam Toporek from Customers That Stick and me! Better customer service FTW. In episode 15, we tackle the subject of how certain industries can get away with treating customers poorly and still get good business results.
Customer Bliss
MARCH 31, 2015
'Repairing the emotional connection with your customers and reaping good results has conditions. Your apology must: Be genuine. Restore confidence in being associated with you. Honor those harmed. Explain and work to resolve the problem. Be delivered swiftly and with humility. Remember when you were a kid and your brother or sister punched you or pinched you?
InMoment XI
MARCH 3, 2015
Boy has the world changed since 1995! Every aspect of the customer experience, from marketing and sales, to customer service and support, has been turned on its head. Customer experience has changed more in the last 20 years than in the prior 200 years combined. Not surprisingly, this has affected the part of a business.
ijgolding
MARCH 4, 2015
'It is very likely you have not heard of 47 King Street West – a French restaurant based in Manchester in the UK. Although you may not have heard of it, it is possible that the eatery will become infamous as an example of how NOT to respond to customer feedback. When an organisation considers […].
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Who's Your Gladys?
MARCH 4, 2015
'Like everybody else, I’m trying to figure out how my mobile phone bill and cable television bills became more like car payments lately. They’re so huge! Sure, we’ve got a lot of things bundled into our service packages, though with competitive businesses offering better prices, Customer Service Dissatisfied customer Lori Jo Vest Who''s Your Gladys?
Experience Matters
MARCH 20, 2015
'We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers. USAA and credit unions tied for the top spot, each with a rating of 81%, putting them in 8 th place overall out of 293 companies across 20 industries. Credit unions (which is a rating for a group of credit unions, not one company) have earned the highest ranking for banks over the past four years.
Experience Investigators by 360Connext
MARCH 26, 2015
'I’ve been traveling a lot in the month of March. I’ve been thinking about what it means to be a business traveler (who happens to be a woman) on the road. It’s easy to complain about the parts of the travel experience we don’t like, like airplane passengers who ask to switch with me so I could get the middle seat when they want the aisle seat I’m assigned.
Customer Bliss
MARCH 3, 2015
'The information and experience you gain by working through the customer experience competencies and holding people accountable to customer metrics will condition the organization to redevelop the customer experience for greatest marketplace differentiation. Managing the corporate patience while developing the competencies required to establish a reliable experience is not easy.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
InMoment XI
MARCH 19, 2015
In the last of our series on EchoPark, Marti Eulberg talks about a non-traditional dialogue approach to getting customer feedback. Full disclosure here – MaritzCX does EchoPark’s CX program. That being said, the approach is one that we are baking into more of our CX programs. The focus is shifting from a survey process that.
ijgolding
MARCH 31, 2015
'If you have ever heard me speak in public, it is very likely you will have endured hearing me recount my favourite quote of all time. I know that ‘quotes of the day’ are not everyone’s bag, but sometimes you hear someone say something or are referred to something someone in authority has said and […].
CX Journey
MARCH 17, 2015
'I originally wrote today''s post for Confirmit in November 2014. I''ve made some modifications. In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine.
Experience Matters
MARCH 19, 2015
'We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers. Here are some highlights from the hotel industry: The hotel industry tied for 7th place out of the 20 industries we evaluated in the 2015 Temkin Experience Ratings. After decreasing its average score for the past three years, the hotel industry increased in the 2015 Ratings to 66.2%, up from 60% in 2014, the highest rating o
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Experience Investigators by 360Connext
MARCH 5, 2015
'Humans disappoint one another. We do it all the time. We disappoint when we don’t show up for someone’s big event. Or maybe we disappoint when we do show up at an intimate dinner party without an invitation. We disappoint each other by saying what we think or by not speaking up when we should. It’s tricky, this human experience of ours.
Customer Bliss
MARCH 12, 2015
'Often when a company talks about “listening” to customers, that notion is immediately collapsed into a “voice of the customer” (VOC) program. This is not the action I am referring to with the aptitude “make them listen.” Your job is to take customers off the spread sheets and survey results to advance a conversation within your organization about the lives of your customers – their experiences – and who they are.
InMoment XI
MARCH 9, 2015
My wife and I sat in the airport terminal while I struggled to open a bag of almonds I purchased on my regrettably not-uncommon delay home. I followed the dotted line “tear here” instructions for a few minutes to no avail. “I can’t open these,” I harrumphed, tossing the package to my wife, who then.
ijgolding
MARCH 17, 2015
'This is not the first time I have written about bricks and mortar retail stores. The British high street has been under significant pressure for many years now – I have documented its demise since I started writing three years ago – you can read my opinions in the following posts: I’m not paying to […].
Speaker: Becky Parisotto and John Vurdelja
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QuestionPro Audience
MARCH 24, 2015
Business Plan Research. For a successful market research and analysis business plan, you will need answers to many critical market research questions. What demographic is your product or service most likely to appeal to? What is the forecast for the industry you are in? How have other products or services similar to your own done over time? What are your competitors doing right or wrong and how can you capitalize on any market openings?
Experience Matters
MARCH 6, 2015
'As I mentioned when we released the 2015 Temkin Experience Ratings , this is the fifth year of our large-scale customer experience (CX) benchmark. If you downloaded the free report (and why wouldn’t you?), then you would have seen some data and graphics on how the industry ratings have changed over those five years. Here’s one of the key graphics… Computers is the only sector that has increased every year, while banks, credit cards, supermarkets have not had any declines.
Experience Investigators by 360Connext
MARCH 31, 2015
'As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. Trends are always a big part of SXSW , but each year it comes down to people. People are the ones introducing these bold ideas and making them become part of the greater world.
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