InMoment XI
MARCH 31, 2015
You may have read the article in the March 16th edition of Automotive News “As GM trims warranties, will buyers even notice?” GM is phasing out its 5-year/100,000 mile powertrain warranty on Chevrolet and GMC vehicles and the million dollar question is – does it matter? Can warranty be an important part of the buying. View Article.
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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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?
SuiteCX
MARCH 2, 2015
I won’t let the door hit me on my way out. If you love somebody, set them free. It’s not just a Sting lyric, but also a wise CX philosophy! Today was admin day, the day to deal with invoices, billing, etc. Leading a startup sometimes requires some adjustments, and thus I found myself faced with ending a couple of business relationships. There is rightfully a lot of focus in CX regarding how customers should be treated throughout their lifecycle, but what most companies actually do is focus
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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.
Experience Matters
MARCH 30, 2015
'We just published a Temkin Group report, State of the CX Profession, 2015. This is the fifth year that we’ve examined the roles of CX professionals and the second year that we’ve done a compensation study. Here’s the executive summary: To better understand the mindset and roles of CX professionals today, we surveyed 270 CX professionals and then compared their responses to similar studies we conducted over the previous four years.
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 31, 2015
You may have read the article in the March 16th edition of Automotive News “As GM trims warranties, will buyers even notice?” GM is phasing out its 5-year/100,000 mile powertrain warranty on Chevrolet and GMC vehicles and the million dollar question is – does it matter? Can warranty be an important part of the buying.
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 […].
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.
SuiteCX
MARCH 31, 2015
CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards.
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
Experience Matters
MARCH 26, 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. Download 2015 Temkin Trust dataset for $295 ( see sample file ). Since it’s the fifth year of the ratings (see ), I’m taking a look at some trends: Four industries have increased their Temkin Trust Ratings for four consecutive years: Airlines, computers, banks, and cred
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 31, 2015
You may have read the article in the March 16th edition of Automotive News “As GM trims warranties, will buyers even notice?” GM is phasing out its 5-year/100,000 mile powertrain warranty on Chevrolet and GMC vehicles and the million dollar question is – does it matter? Can warranty be an important part of the buying.
ijgolding
MARCH 19, 2015
'I remember reading a customer complaint letter whilst I was working with a large UK retailer. The complaints that were listed were all valid and well articulated, yet it was the final comment that sticks in my mind. It was along the lines of, “and when are you going to close down your Indian call […].
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 Investigators by 360Connext
MARCH 30, 2015
'Content marketing is such a big trend and for good reason! (In case you didn’t know it, the only marketing we’ve ever done here at 360Connext is blogging , speaking and social sharing.) I’m a believer. One of the smartest experts on this subject is Andy Crestodina , co-founder of Orbit Media and the author of Content Chemistry. (This is a fantastic resource of a book!
SuiteCX
MARCH 31, 2015
Click here to view SlideShare. CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping. 1. 1. Governance in Customer Journey Mapping March, 2015. 2. 2. ©2015 suitecx – Confidential Customer Journey Mapping Governance is at the top of the maturity curve Source
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 ).
Customer Bliss
MARCH 26, 2015
'Suggesting a Chief Customer Officer may seem frivolous to leaders who believe they already focus on customers. There’s often a proliferation of tactics and projects underway. The problem is these disconnected actions don’t amount to anything significant for customers. Here are six conditions and six critical checkpoints for considering a CCO: 1. Will leaders be okay with someone (other than themselves) driving consensus on customer strategy and deliverables?
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InMoment XI
MARCH 30, 2015
Has the process of investigating the customer experience become part of the customer experience? Is responding to customer feedback important? In the last video of the series, Stephan Thun, CEO of MaritzCX EMEA, explains how consumers value the feedback forum and sharing opinions and therefore the importance of giving something back to the consumer to.
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 […].
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.
Who's Your Gladys?
MARCH 26, 2015
'When a member of your customer service team is struggling with a challenge, what do you do? It''s tempting to give orders or jump in and fix things yourself. Instead, empower your staff to find their own solutions. Here are a few useful ways to develop a team of creative problem solvers.
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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?
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. Here are some highlights from investment firms: The investment industry’s average declined sharply over the past year, down from 67.7% in 2014 to 64.0% in 2015. The industry tied for 9 th place out of the 20 industries we evaluated.
Customer Bliss
MARCH 24, 2015
'Most CEO’s no longer need to be convinced of the importance of retaining customers and developing relationships with profitable customers. What’s on their mind is how to accomplish this feat inside their organizations. Take stock of where your company is today in managing collective cross-silo work. Consider each statement. Determine whether it applies to your company.
InMoment XI
MARCH 30, 2015
Has the process of investigating the customer experience become part of the customer experience? Is responding to customer feedback important? In the last video of the series, Stephan Thun, CEO of MaritzCX EMEA, explains how consumers value the feedback forum and sharing opinions and therefore the importance of giving something back to the consumer to.
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 […].
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 Investigators by 360Connext
MARCH 25, 2015
'It’s Day two at the Next Generation Customer Experience conference. (You can catch up on my takeaways from day one here !). Jeannie Walters and Kathryn Churches. Today I was asked to share insights around emotional feedback, along with Kathryn Churches from American Family Insurance. It was a great discussion, and I think the emphasis on emotions underlines one of the biggest themes from this CX fest. “Customer experiences need to be more human.” It’s really that simple,
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 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. For the fifth straight year, USAA took the top spot in credit cards with a rating of 80%, placing it 13 th overall out of 293 companies across 20 industries. USAA has been the highest-rated credit card issuer since the Ratings began in 2011.
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