March, 2015

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Walled Gardens and Customer Journey Mapping

InMoment XI

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.

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What makes the the worlds #1 Customer Experience brands?

ijgolding

'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 […].

Brands 343
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No Trust without Respect: 7 Rules to Winning Customers

C3Centricity

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.

Training 263
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11 Highlights From the 2015 Sloan Sports Analytics Conference

Experience Matters

'This week, I attended the annual MIT Sloan Sports Analytics Conference , Once again, I really enjoyed hearing players, owners, general managers, members of the press, and experts discuss two of my favorite topics: #sports and #analytics. Here are 11 highlights from the sessions that I attended: 1) The Van Gundy family is entertaining. My highlights from last year’s conference included several memorable quotes from Stan Van Gundy (Coach of the Detroit Pistons).

Sports 258
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How AI Is Revolutionizing Contact Centers: 2025 Strategy + ROI Playbook

In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.

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5 Ways To Master your Customer Experience Role

Experience Investigators by 360Connext

'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 !

More Trending

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The Insight Trifecta

InMoment XI

“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.

Analytics 243
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Two steps forwards, five steps back: No-one said transforming the Customer Experience is easy!

ijgolding

'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 […].

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What If You Served Your Employees and Let Them Serve the Customer?

Who's Your Gladys?

'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?

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Report: 2015 Temkin Experience Ratings

Experience Matters

'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.

Report 254
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Next-Gen Cloud Contact Centers For Dummies®

What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

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Turning the Tables on Bad Customer Service

Experience Investigators by 360Connext

'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.

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Five Conditions to Repair the Emotional Connection with Your Customer

Customer Bliss

'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?

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Adapt or Lose: The New Face of the Customer

InMoment XI

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.

Sales 230
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The customer is not always right….BUT be careful how you respond when you think they are not!

ijgolding

'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 […].

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Making the Moment: The Art of Creating Events That Drive Results

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.

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The Customer Service Survey That Backfired

Who's Your Gladys?

'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?

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H-E-B and Credit Unions Top 2015 Temkin Trust Ratings

Experience Matters

'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 ).

Airlines 248
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5 Essentials for a Happy Business Travel Experience

Experience Investigators by 360Connext

'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.

Travel 224
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How’s Your Experience Reliability?

Customer Bliss

'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.

Metrics 166
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Campaigns that Click: Practical Personalization Strategies to Boost ROI

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.

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Measuring CX in a Different Way at EchoPark

InMoment XI

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.

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Customers + Employees = People. People = Business. Why Business is all about People

ijgolding

'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 […].

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It's Not About the Metric

CX Journey

'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.

Metrics 155
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USAA and Credit Unions Lead Banks in Customer Experience

Experience Matters

'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.

Banking 246
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Enterprise ABM Marketing Tools: A Marketers Guide

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

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5 Reasons Never to Miss SXSW Interactive

Experience Investigators by 360Connext

'I’ve noticed a lot of blogs and articles and general gripes lately about why SXSW Interactive has jumped the shark. It’s fashionable to post emphatically about how there’s no appeal to the massive conference tackling digital and interactive trends each March. This was my sixth visit to SXSW. It has changed dramatically in those six years. There are fewer opportunities to discover new speakers through wandering into sessions.

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Make Them Listen by Translating Customer Data into Engaging Customer Stories

Customer Bliss

'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.

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Product Experience and Wisdom in Stale Almonds

InMoment XI

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.

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Shopper Centricity: re-designing the high street store customer experience

ijgolding

'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 […].

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The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility

Speaker: Becky Parisotto and John Vurdelja

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

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How to Do Market Research for a Business Plan

QuestionPro Audience

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?

Marketing 150
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Marriott and Sheraton Lead Hotels in Customer Experience

Experience Matters

'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

Hotels 228
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3 Steps to Avoid Customer Service Disasters

Experience Investigators by 360Connext

'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.