InMoment XI
MAY 27, 2015
You would tend to think that once someone has more than $100,000 saved, he or she would stop needing to worry as much about money. But that is not necessarily the case. In December 2014, MaritzCX interviewed over 1000 affluent investors ($100,000+ in assets outside of their home or 401k). A supplement of 300 individuals. View Article.
GetFeedback
MAY 28, 2015
Today we’re excited about a few updates that will go a long way to make your surveys look better, make them easier to navigate, and ultimately increase the number of completed surveys you receive.
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AskNicely
MAY 2, 2015
Intercom.io is a fantastic tool for managing customer communications in super clever ways – we love using it for AskNicely. Now, with the AskNicely Intercom integration for NPS, you can extend automate a real time Net Promoter Score process: Automatically trigger AskNicely NPS surveys to your customers based on Intercom events. We can send surveys to all your Intercom contacts or a single Intercom “segment” This is useful if you want to trigger a survey off a specific event. (
Kristina Evey
MAY 26, 2015
Delighted and loyal customers… we all want them. We all want them to spend their money with us. But there are a few things that your customers want you to know. Once you understand these points, they’ll be more likely to spend their money with you. They have a CHOICE, not an obligation, to do business with you. Make them happy they chose you to spend their money with.
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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
MAY 26, 2015
For the third straight year, USAA took the top spot in the 2015 Temkin Customer Service Ratings , which uses feedback from 10,000 U.S. consumers to rate the customer service of 278 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 ( download sample file ).
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
MAY 27, 2015
You would tend to think that once someone has more than $100,000 saved, he or she would stop needing to worry as much about money. But that is not necessarily the case. In December 2014, MaritzCX interviewed over 1000 affluent investors ($100,000+ in assets outside of their home or 401k). A supplement of 300 individuals.
Experience Investigators by 360Connext
MAY 27, 2015
Have you ever considered the many, many ways content impacts the customer experience? I have. I’ve dwelled on it. And then I read Ann Handley’s book Everybody Writes and realized she was on to this idea, too. The first person in the world to have the title Chief Content Officer, Ann Handley is a veteran of creating and managing digital content.
SuiteCX
MAY 31, 2015
David M. Raab, marketing technology consultant and analyst, is Principal at Raab Associates Inc. His blog is named for the Customer Experience Matrix, a tool to visualize marketing and operational interactions between a company and its customers. He is also author of the annual Raab Report on Marketing Automation trends and developer of the B2B Marketing Automation Vendor Selection Tool (VEST). suitecx Offers Industrial-Strength Customer Journey Maps and More.
Kristina Evey
MAY 12, 2015
The emotions of your customers drive your profitability and customer loyalty. We may be hesitant to acknowledge because we all know that relationships (even business relationships) are based on emotions and communication and can get us into trouble if we are not in tune with our partner. Does the phrase “Can we talk?” sound familiar and scary?
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
MAY 20, 2015
For the previous five years, we’ve measured effort as part of the Temkin Experience Ratings. This year, we examined 293 companies across 20 industries based on a survey of 10,000 U.S. consumers (see methodology section below). I decided to showcase the results from the effort component of those ratings. Congratulations to Hannaford , Publix , Aldi , Lowe’s , credit unions , PetSmart , Trader Joe’s , Amazon.com , Bed Bath & Beyond , Advance Auto Parts , and Walgreens for e
ijgolding
MAY 20, 2015
It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. It fills me with even less joy to have to do so about an organisation that I have previously admired. Regular readers of my blog know by now that I write about the good, the bad and the ugly when it comes to Customer Experience so that others may learn from the experiences that I and people in my networks have.
InMoment XI
MAY 27, 2015
You would tend to think that once someone has more than $100,000 saved, he or she would stop needing to worry as much about money. But that is not necessarily the case. In December 2014, MaritzCX interviewed over 1000 affluent investors ($100,000+ in assets outside of their home or 401k). A supplement of 300 individuals.
Experience Investigators by 360Connext
MAY 20, 2015
The following is a Best of 360Connext post. What is customer experience? According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy.
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.
Customer Bliss
MAY 28, 2015
Beloved companies aren’t afraid to be themselves. They give employees permission to drop the “corporate veneer.”. They encourage employees to take the best version of themselves to work and into their relationships with customers. Beloved companies work hard to eliminate the feeling of “big company” and “little customer.”. The Container Store, urges their people to act so flexible that they give a “Gumby” award, to WestJet’s self-effacing title of “Big Shot” for their executives, the people insi
Who's Your Gladys?
MAY 22, 2015
After ten amazing days in Italy my passion for customer service is stronger than ever. During the trip, my husband had one request, “No work on vacation!” I tried… really …but I kept finding myself taking notes. After all, I was on buses, trains and planes, in restaurants and hotels, and at museums, shops and markets. I get jazzed by excellent service, and my curiosity kicks in when things fall flat.
Experience Matters
MAY 18, 2015
Do you want to examine experiences through the eyes of your customers? Try using Temkin Group’s SLICE-B Experience Review Methodology. Download SLICE-B Scorecard (.pdf). SLICE-B is an Expert Review (a.k.a. Scenario Review) methodology where you go through a specific scenario with a specific customer type in mind, looking for experience flaws along the way.
ijgolding
MAY 14, 2015
I am going to start this post with a question you might find a little obvious – ‘do you know what the PURPOSE of your business is?’ Whilst it may be an obvious question, it is a remarkably important one. It is also a question that, from experience, I know many people find difficult to answer. Being very conscious of the continued risk of stating the obvious, it is extremely important for any organisation to have a real sense of clarity and understanding of the reason why they
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
InMoment XI
MAY 27, 2015
Today we finish up our series on globalization and what it means for your CX program. (See parts one, two, and three.) My colleague, Paul Herdman, sketches out some key summary considerations for actually making a global program work. Among other concerns, CX professionals creating a global program have to address the issue of standardizing the company’s.
Experience Investigators by 360Connext
MAY 19, 2015
Understanding what your customers are doing when is such a sexy, intriguing topic. We all want to better comprehend why our customers behave the way they do and when they make certain choices. If we can understand that, then we can understand what and how and when to sell, communicate and appreciate them! That’s why customer journey mapping is such an inviting idea.
Customer Bliss
MAY 28, 2015
Beloved companies aren’t afraid to be themselves. They give employees permission to drop the “corporate veneer.”. They encourage employees to take the best version of themselves to work and into their relationships with customers. Beloved companies work hard to eliminate the feeling of “big company” and “little customer.”. The Container Store, urges their people to act so flexible that they give a “Gumby” award, to WestJet’s self-effacing title of “Big Shot” for their executives, the people insi
Michelli Experience
MAY 21, 2015
The average person will spend over 99,000 hours at work in the course of their lifetime. Knowing that a sizeable portion of your waking life will be spent on the job, it’s important to find something that you enjoy. It’s time to take control of your job and get the results that you want to [.
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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
MAY 12, 2015
We just published a Temkin Group report, The State of the CX Management, 2015. This is the sixth annual benchmark of CX activities, competencies, and maturity levels. Here’s the executive summary: For the sixth straight year, Temkin Group surveyed nearly 200 large companies to evaluate the state of their Customer Experience (CX) management. This year we found an abundance of CX ambition and activity.
ijgolding
MAY 7, 2015
I get to experience many wonderful things plying my trade around the world. I often have to pinch myself as a reminder that the things I am seeing, touching, hearing, and smelling are real and that they are actually happening to me! Since I became an independent Customer Experience Practitioner in 2012, I have rigorously ensured that I am described as a specialist in my role – not an expert – a specialist.
InMoment XI
MAY 27, 2015
Today we finish up our series on globalization and what it means for your CX program. (See parts one, two, and three.) My colleague, Paul Herdman, sketches out some key summary considerations for actually making a global program work. Among other concerns, CX professionals creating a global program have to address the issue of standardizing the company’s.
Experience Investigators by 360Connext
MAY 14, 2015
Running a business can stink. You have way too many things to worry about! If you don’t pay the bills, nobody does. If you’re not making money, there’s no way to pay those bills. Prioritizing tasks can seem nearly impossible when they’re piling up on you. And when we feel overwhelmed, many of us tend to leave these priorities up to the crisis du jour.
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.
Customer Bliss
MAY 26, 2015
Would you want to read your company emails, packing slips and bills? Surprisingly, few businesses have clued in to the fact that their communication exposes how much they consider the customer on the other end. Most companies consider these communication touch points as tasks they have to execute – not opportunities to showcase their personality and connect with customers in a real and human manner.
Who's Your Gladys?
MAY 14, 2015
What does love got to do with customer service? Everything! While in past years, many business tomes and educators advised us to keep the “F word” – feelings – out of business, things have changed dramatically. What keeps customers coming back, and referring all their friends and relatives, is how they FEEL about your company.
Experience Matters
MAY 6, 2015
My tenure as Chair of the Customer Experience Professionals Association (CXPA.org) is over, but my passion for the association has never been stronger. During the Spring of 2010, my wife Karen & I had a “crazy” idea… let’s create a non-profit professional association for the people who call themselves customer experience professionals.
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