InMoment XI
JUNE 24, 2015
This post comes from chapter 8 of MaritzCX’s new book Customer Experience is Your Business. Download the free ebook here. When I was growing up, a 50-cent, bottomless cup of coffee was the norm. People would have laughed at the thought of a five-dollar cup of joe, and yet how many of us drive out of.
Experience Matters
JUNE 23, 2015
For the previous five years, we’ve measured emotion 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 emotion component of those ratings. Congratulations to H-E-B , Publix , Chick-fil-A, Trader Joe’s, USAA, Aldi , Hy-Vee , PetSmart , Dairy Queen , Walgreens , and Amazon.com for earning the top scores in the 2015 Temkin E
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Kerry Bodine
JUNE 16, 2015
No two customer journeys look the same. No two customers will ever interact with you in exactly the same way at exactly the same time—nor will they share exactly the same perceptions, thoughts, emotions, and memories about those interactions. And yet, to create customer journey maps , we need to assume some degree of similarity amongst our customers and their experiences with us.
Experience Investigators by 360Connext
JUNE 9, 2015
Gartner released research that showed by 2016 that 89% of companies will compete mainly on the customer experience they provide. To demonstrate how the experience has grown in importance, that number was 34% back in 2011. The challenge for today’s business is how to differentiate the experience they provide and stand out in a sea of sameness. The ultimate goal is to win customers and maximize their lifetime value.
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ijgolding
JUNE 15, 2015
Doing what I do for a living, I am not easily shocked when I am exposed to unsatisfactory Customer Experiences – either my own, or those that are shared with me. This week, a good friend of mine shared a video clip that almost made me spit out the mouthful of coffee I had just supped! The video served as an extremely powerful lesson of the damage that FAILURE to deliver the experiences that customers EXPECT from a brand can do.
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
JUNE 1, 2015
Lessons for engaging customer feedback programs from an international flight I recently traveled from India to the United States on Lufthansa Airlines with my dog Zuri. She was going to be alone for almost 24 hours, traveling in the cargo hold. I had a sinking feeling when I kissed her goodbye before our journey.
Experience Matters
JUNE 11, 2015
Walmart recently announced that it plans to raise wages for more than 100,000 of its managers and employees in specialized departments. Why would the “everyday low prices” retailer add a ton of new costs to its ongoing operations? I want to explore a hypothesis that this move will actually lower Walmart’s long-term costs. I know it sounds counter-intuitive; how do you lower costs by spending more?
Kerry Bodine
JUNE 2, 2015
Many companies embark on customer journey mapping projects without having a clear idea of how they’ll actually use the outputs. At the end such efforts, the CX team has checked “journey mapping” off its to-do list, but is left wondering what to do next…. So before you wander aimlessly into customer journey land, first determine what your primary business objective is for creating a journey map.
Experience Investigators by 360Connext
JUNE 3, 2015
Ask any group of customers what they liked about any recent customer experience, and they typically mention the same thing. Although they aren’t things… It’s always about the people. Rachel McCarthy, Vice President of In-Flight Experience for Jet Blue , said during her talk at Next Generation Customer Experience in San Diego that the customer comments often included someone’s name specifically.
Speaker: David Worrell, CFO, Author & Speaker
Your financial statements hold powerful insights—but are you truly paying attention? Many finance professionals focus on the income statement while overlooking key signals hidden in the balance sheet and cash flow statement. Understanding these numbers can unlock smarter decision-making, uncover risks, and drive long-term success. Join David Worrell, accomplished CFO, finance expert, and author, for an engaging, nontraditional take on reading financial statements.
Storyminers
JUNE 15, 2015
photo credit to Igor Bulgarin / Shutterstock.com Managing principal at Storyminers and experience design expert, Mike Wittenstein, shares his views on how marketing can take the lead on transformational change: Marketing leaders are perfectly positioned to orchestrate their company’s customer experience-led future, but must put more emphasis on internal communications and designing a framework for […].
ijgolding
JUNE 16, 2015
Unless you have been living in a cave, it will not have escaped your attention that a number of organisations around the world have been introducing a new job title. In fact, they have been doing so for quite some time. Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do!
InMoment XI
JUNE 10, 2015
I don’t care what companies know about me, I’m really not that interesting. This is what Nina, my 20-something running friend, mentioned the other day on one of our longer jaunts.
Experience Matters
JUNE 8, 2015
In the recent report, The State of CX Management, 2015 , we examined how survey respondents from firms with $500 million or more in revenues classified their corporate culture. As you can see below, almost half selected either profit- or sales-centric. Profit-centric (Generating profits come first): 28%. Sales-centric (Generating sales comes first): 20%.
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Kerry Bodine
JUNE 20, 2015
I’m often asked about customer experience conferences: What’s out there? Where am I speaking ? Which conferences would I recommend? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.
Experience Investigators by 360Connext
JUNE 8, 2015
Organizations long for brand advocates. Advocates love their products, provide valuable feedback, and want to spread the news about their favorite company to others! Yet many companies don’t really do much for or with the advocates they have. I myself have been invited into special VIP or customer councils that do little else except flood my inbox!
Steve DiGioia
JUNE 19, 2015
This original article was written by Steve DiGioia. As a manager, supervisor or leader of a team or department, we are always right. We always make the correct decisions, we always lead the team in the right direction, and we are the most qualified persons with all the answers. How wrong can this thinking be? Once we believe all this rhetoric we are […].
ijgolding
JUNE 22, 2015
Social media has truly changed our lives in so many ways. For me personally, the last few days have demonstrated how the influence of what we see online has affected the way businesses operate. I had the pleasure of delivering a keynote speech at an event for a financial services company on Thursday. I was invited to speak by an ex colleague who I had not seen since 2001!!!
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InMoment XI
JUNE 22, 2015
I’ve had the privilege of writing fairly regularly on the subject of customer experience strategy. We’ve explored tools and process up until now, looking at tactics and methods for customer delight.
Experience Matters
JUNE 1, 2015
We just published a Temkin Group report, Activating Middle Managers to Drive CX Change. Here’s the executive summary: It’s hard to get any group of employees to change their behavior when their managers are still reinforcing old processes, measurements, and beliefs. Middle managers show up in organizations under a variety of titles, but regardless of the descriptor, they are the ones who execute plans, lead teams, and direct collective efforts to produce results.
Kerry Bodine
JUNE 18, 2015
Have you seen the website Honest Slogans ? Its clever creators juxtapose well-known brand logos against taglines that would make their respective brand managers cringe. My favorites include: Best Buy : Try it out before buying it on Amazon. Gillette : We’re just going to keep adding more blades. WebMD: Convince yourself that you have a terminal illness.
Experience Investigators by 360Connext
JUNE 11, 2015
Ever walk in on a couple who is in the middle of a fight? It’s human to want to back away slowly, hoping they don’t see you. It’s awkward and uncomfortable. We don’t like it. Organizational culture can reveal itself to customers in the same awkward and uncomfortable way. If your culture is toxic, that toxicity permeates through to every interaction a customer may have.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
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CX Journey
JUNE 9, 2015
Image courtesy of Unsplash I originally wrote today's blog for LiveNinja; it appeared on their blog on November 24, 2014. The topic is one I've written about before, but it's definitely worthy of repeating. One of the biggest mistakes that I see made by well-meaning folks in an effort to shift organizational thinking toward a greater focus on customers is the inability to distinguish between customer service and customer experience.
Who's Your Gladys?
JUNE 9, 2015
If you’re a woman who’s into trying new cosmetics and beauty products, you probably already know about ipsy. We came across this service-savvy company when their customer care manager Nykki Yeager volunteered her team of service reps to help evaluate our upcoming “Taming Gladys! Creating Fierce Customer Loyalty in Just 12 Weeks” book and coaching program.
InMoment XI
JUNE 3, 2015
I have a really good friend who frequently jokes that his kids are his retirement plan. He is counting on them doing well in school and getting good jobs so they can take care of him when he retires, because he is not doing a good job of saving. Not only will he rely on.
Experience Matters
JUNE 16, 2015
We just published a Temkin Group report, Economics of Net Promoter, 2015. Here’s the executive summary: Net Promoter ® Score (NPS ® ) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? We asked thousands of consumers to give an NPS to 293 companies across 20 industries, and then we examined the connection between NPS and four key areas of loyalty.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
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Kerry Bodine
JUNE 29, 2015
For the past few weeks, I’ve posted answers to some of the questions I got during my Qualtrics ’ CX Week webinar “ 10 Ways To Use Customer Journey Maps.” (You can download the slides here. Or watch the webinar —just register for free at CXWeek.com and look for my webinar on the Wednesday agenda.). In Part 1 and Part 2 of this series, I talked about the elements of a journey map and how to run a journey mapping workshop.
Experience Investigators by 360Connext
JUNE 17, 2015
“It’s just so much!” It’s a refrain I hear and live every day. Executives tell me: There is usually so much we COULD do with customer experience. We want to provide more, better, faster…but in order to do that for our customers we have to change entire legacy systems, hire totally new teams, and shift budget dollars from one place to another.
Customer Bliss
JUNE 11, 2015
Managing customers as assets is about simple customer math: Incoming Customers minus Outgoing Customers = Net Growth or Loss. It’s the first step to “customer experience reliability,” so how well does your company do it? Rather than talking about customer retention, begin talking about these numbers: Incoming customers. Outgoing customers. Net growth (or loss) of customer asset in the selected period (Incoming Customers minus Outgoing Customers = Net Growth or Loss).
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