InMoment XI
MAY 15, 2015
Today, businesses of all types have an obsession with benchmarking. Whether the focus is NPS score rankings, JD Power awards, or another competitive CX measuring stick, companies are hyper-focused on benchmarks. Why are businesses so obsessed with benchmarking, and what results does that obsession create? Benchmarking can be very helpful to companies and their management.
ijgolding
MAY 25, 2015
I often have to remind myself that I am in a privileged position in my chosen profession. I am privileged because a multitude of organisations welcome me in to their inner sanctum to help them in their quest to become more customer centric. This enables me to continue my path on a never ending journey of insight and learning. As people we never stop learning and being able to see, feel and touch Customer Experience in its many stages of evolution is an amazing honour.
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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.
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 ).
Speaker: Amanda Adams, Fractional CFO, CPA
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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.
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 26, 2015
Open-ended questions have long been a part of customer experience surveys. However, there is a massive amount of inconsistency in the way these kinds of questions are used. Some companies have a single open-ended question in their survey and keep the overall survey quite short. Some, at the other end of the spectrum, use multiple.
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.
Experience Investigators by 360Connext
MAY 4, 2015
I recently had the opportunity to attend San Diego’s Next Generation Customer Experience conference and present a session on the role of mobile in closing the gap in customer experience. The conference attracted some of the biggest names in customer centricity from all over the retail, hospitality, and financial service industries. Each of the 260 attendees was a true expert in customer experience in his or her given field and lived and breathed the customer-first mindset.
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.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
Customer Bliss
MAY 14, 2015
A successful Chief Customer Officer/Customer Leader can: Bring folks together who don’t normally work together. Establish clarity out of the complexity that surrounds who does what on projects for “customers.”. Break the work into manageable chunks so that it doesn’t get abandoned. Develop “ownership” of the work by the operating areas. Consider their success as enabling the operating areas to focus and change.
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.
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.
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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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.
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.
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 27, 2015
My son bought his first car last fall. For a 16 year old, a MINI Cooper S is amazing first ride, even if it's ten years old and has 90,000 miles on it.
Speaker: Jamie Bernard
Success in product management goes beyond delivering great features - it’s about achieving measurable financial outcomes that resonate across the organization. By connecting your product’s journey with the company’s financial success, you’ll ensure that every feature, release, and innovation contributes to the bottom line, driving both customer satisfaction and business growth.
InMoment XI
MAY 6, 2015
Selfies. Smartphones. Entitlement. Millennials get a bad rap. Admittedly, we approach the world very differently than our Baby Boomer parents and co-workers. But stereotype slinging isn’t going to help your company connect with this prime market. We at the CX Café have started this blog series, “Ask A Millennial” in hopes of offering your business.
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.
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.
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.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
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Customer Bliss
MAY 19, 2015
Are your employees clear about what you deliver to your customers and why its different? Would ten random employees in your company give the same answer when asked, “What is our purpose?” Clarity of purpose moves people from executing tasks to delivering experiences customers want to repeat and tell others about. Read More: What Defines Your Experience?
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.
InMoment XI
MAY 13, 2015
“Ipsa scientia potesta est” This was the first Latin phrase I learned in Mr. Bertollo’s 7th grade Latin class. I memorized it in an attempt to impress the cute girl in the first row. The girl moved on, but the phrase stayed with me. Knowledge itself is power. I never really knew the prophetic power.
CX Journey
MAY 7, 2015
I'm blogging again today (note: I wrote this yesterday but didn't get a chance to publish it) from the Customer Experience Professionals Insight Exchange in beautiful San Diego, CA. The event takes place at the Hotel del Coronado , and if you've never been, it's a wonderful venue. Before you arrive at the hotel, you'll fall in love with the amazing view as you cross the bridge to get onto Coronado Island!
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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
Experience Investigators by 360Connext
MAY 11, 2015
There are plenty of legal risks that could become serious problems within your business. These legal risks include many points that relate to complaints about misrepresentation or items that are not working as well as possible or even issues relating to injuries and other common threats. It is clear that people are often going to take legal action against you if they feel that you have not taken care of them the right way or if you are mislabeling your work in some manner.
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
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.
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