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.

Company 200

Company 200

AskNicely

JUNE 18, 2015

The one secret to turning your customers into raving fans and stop million dollar mistakes. The world has been preaching the importance of customer service more than the Bible itself and yet I see company after company running into the same critical mistakes. You read complaints in the newspaper, you see them on the news and in the connected society we have become, customer service needs to stop being an afterthought.

Customer Service 170

Customer Service Net Promoter Score NPS Customer Centricity 170

Experience Matters

JUNE 30, 2015

For the second straight year, USAA took the top spot in the Temkin Web Experience Ratings. Based on a study of 10,000 U.S. consumers, the 2015 Temkin Web Experience Ratings examine 262 companies across 20 industries ( see full list of companies (.pdf) ). You can see all of the company data on the Temkin Ratings website. Download dataset for $295 ( download sample file ).

Airlines 200

Airlines Hotels Banking Retail 200

ijgolding

JUNE 30, 2015

We all know how challenging customer experience management has become these past few years. Now that most customers use a number of disjointed platforms to interact with companies, contact centres face the challenge of building and maintaining a consistent experience across multiple touch points and channels. We live in an age where the power is in the consumer’s hands.

Multi-Channel 163

Multi-Channel Customer Experience Social Media Customer Satisfaction 163

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 Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

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.

Customer Journeys 186

Customer Journeys B2C B2B Exercises 186

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.

Company 302

Company 302

AskNicely

JUNE 27, 2015

The world is full of numbers. We are constantly bombarded with numbers in the business world – acquisition costs, churn rates, virality factor, PageRanks, EBIT, LCV, CPC, users, retention rate, email subscribers, social metrics, bounce rate, and the list goes on! And although there is a multitude of numbers to choose from when talking about your business, there are only a solid few that matter, and Net Promoter Score (NPS) is one of those.

Net Promoter Score 150

Net Promoter Score NPS Case Study Metrics 150

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

Effort Score 263

Effort Score Airlines Hotels Insurance 263

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!!!

Leadership 179

Leadership Social Media Exercises Loyalty 179

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.

Data

Kerry Bodine

JUNE 25, 2015

We think a lot about brand and how it can be expressed, both visually and experientially. So you can imagine that we’re kind of obsessed about the development of our new brand identity for Kerry Bodine & Co. We’ve had the joy of working with Mel Lim Design to evolve the visual elements of our brand over the past several months. It’s been fun to explore different logos, color palettes, photo styles, and page layouts to figure out the best external expression of our internal culture.

Culture 152

Culture Resources Brands Customer Experience 152

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! It’s more than a manifesto and detailed enough to be a handbook, so read on to see why you should pick it up ASAP! Pioneering the Role of CCO. For those who may not somehow know just who Jeanne is, let me introduce you to one of my early influencers and now friends.

Leadership 201

Leadership Chief Customer Officer Handbook Social Media 201

InMoment XI

JUNE 30, 2015

A friend of mine works for an offshore outsourcing company and recently said to me that he thought that offshoring of customer care/support was a failed experiment. His comment came just after I had a frustrating offshore experience of my own with my bank. I was looking at my banking activity online and noticed that. View Article.

Banking 200

Banking Customer Care Customer Experience Company 200

AskNicely

JUNE 20, 2015

Brand advocacy is a powerful term, but most companies haven’t quite grasped what it really means. Bill Macaitis on the other hand, Slack’s new CMO, know’s exactly what it means and by focusing on brand advocacy, he is helping to add $1 million dollars to Slack’s revenue every 11 days. He recently released an AMA and delves deep into what separates those brands that succeed and those that don’t (Video AMA at the bottom of this post).

NPS 150

NPS Net Promoter Score Effort Score Metrics 150

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Customers

Experience Matters

JUNE 19, 2015

In a recent visit to a hospital, a member of my family spotted this patient status screen. It’s a great concept, keeping family members up to speed on the status of their beloved patient as he or she is in surgery. While it’s a wonderful idea, the design falls flat. Take a look at the confusing status items: This is an example of what I call the Design of Little Things (DoLT).

Hospitality 199

Hospitality Tools Examples Customer Experience 199

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!

Chief Customer Officer 183

Chief Customer Officer How To Leadership Customer Experience Professionals 183

Kerry Bodine

JUNE 23, 2015

Back in May, I presented a webinar called “ 10 Ways To Use Customer Journey Maps ” as a part of Qualtrics ’ CX Week. (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 this three-part blog series, I’m answering all of the great audience questions from the webinar.

Customer Journeys 156

Customer Journeys Ecommerce Customers Groups 156

Experience Investigators by 360Connext

JUNE 22, 2015

Social media as a customer service channel is now a given. Customers turn to this method when they are frustrated, and aren’t afraid to air their grievances publicly. 67% of consumers have used a company’s social media site for servicing, according to J.D. Power. Marketers and other business leaders could actually prevent customer service issues by using social media to share more proactively with customers and their communities. 1.

Social Media 192

Social Media Engagement Video Innovation 192

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Customer Experience

InMoment XI

JUNE 30, 2015

A friend of mine works for an offshore outsourcing company and recently said to me that he thought that offshoring of customer care/support was a failed experiment. His comment came just after I had a frustrating offshore experience of my own with my bank. I was looking at my banking activity online and noticed that.

Banking 200

Banking Customer Care Customer Experience Company 200

Customer Bliss

JUNE 30, 2015

This sounds ridiculously simple, right? Think again. Eight out of ten phone calls, retail interactions and service calls begin with prescribing a solution to a customer before the customer need is really listened to, understood and validated. The beginning of an interaction can be the time when customers will want to vent. Let them. Customers want validation.

Retail 136

Retail Interaction Customers 136

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.

Report 211

Report Net Promoter Score Wireless Airlines 211

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.

Hotels 202

Hotels Brands Video Entertainment 202

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

Loyalty

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.

Conference 202

Conference CEM Customer Experience Professionals Contact Center 202

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 Experience 204

Customer Experience Social Media Employee Engagement Metrics 204

InMoment XI

JUNE 30, 2015

A friend of mine works for an offshore outsourcing company and recently said to me that he thought that offshoring of customer care/support was a failed experiment. His comment came just after I had a frustrating offshore experience of my own with my bank. I was looking at my banking activity online and noticed that.

Banking 244

Banking Customer Care Customer Experience Company 244

Customer Bliss

JUNE 30, 2015

This sounds ridiculously simple, right? Think again. Eight out of ten phone calls, retail interactions and service calls begin with prescribing a solution to a customer before the customer need is really listened to, understood and validated. The beginning of an interaction can be the time when customers will want to vent. Let them. Customers want validation.

Retail 148

Retail Interaction Customers 148

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center

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?

Employee Engagement 243

Employee Engagement Retail Financial Engagement 243

Steve DiGioia

JUNE 28, 2015

This original article was written by Steve DiGioia. We know what we look like. We see ourselves each day, from the bathroom mirror while brushing our teeth, to combing our hair, to one last look at how our clothes fit before we rush out the door to work. But is that how others see us? Here’s what happened to me today… I went […]. The post Do You Have a “Mrs.

Customer Service 139

Customer Service Customers 139

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.

Brands 193

Brands Course Customer Journeys Marketing 193