SurveySparrow

MARCH 9, 2019

Having a solid brand name amongst customers is one of the biggest dreams of brands around the world and most businesses spend hundreds of thousands of dollars to be on the top of their customer’s minds. While advertisements and relentless marketing campaigns will always be one of the ways to achieve it, companies realize that giving the ultimate experience to one’s customers can put them in an altogether different league.

Brands 81

Brands Customer Experience How To Net Promoter Score 81

Brandwatch CX

MARCH 18, 2019

Analysis 75

Analysis Consumers 75

Michel Falcon Experience

MARCH 10, 2019

Managing employees isn’t hard! I’m not saying this to shock and awe you. I believe managing employees isn’t as hard as we make it out to be. We simply need to adhere to some sound employee management tips and strategies to become great companies. As leaders, we generally make it hard on ourselves to manage our employees and the outcome is a poor experience for our team members which negatively impacts their perception of you as their leader and paralyzes their morale and performance.

Tips 112

Tips Management Culture Employee Engagement 112

CX Accelerator

MARCH 14, 2019

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider all the skills required to thrive in the role.data crunching, storytelling, journey mapping, process improvement, change management, strategic thinking, influencing behaviors, project management.the list goes on. It's essentially impossible for any one person to be strong in all of these areas.

Customer Experience 369

Customer Experience Customer Journeys ROI Guidelines 369

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

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Experience Matters

MARCH 20, 2019

As you think about your experience management (XM) efforts, it’s important to understand how people flow through the experiences in their lives — as customers, employees, patients, fans, citizens, students, etc. To help deepen that understanding, I’ve created a simple model, the Human Experience Cycle (HxC). As you can see in the chart below, the HxC is made up of five elements: Expectations: What a person anticipates will happen during an experience.

Interaction 333

Interaction Customer Experience Management Customers 333

eglobalis

MARCH 10, 2019

Creating a Simple and Simplified Customer Experience Culture. The post Creating a Simple and Simplified (S+S) Experience Culture: What needs to change first? appeared first on Eglobalis.

Culture 318

Culture Customer Experience Customers Innovation 318

Centriam Customer Experience Lab

MARCH 28, 2019

Recent articles about customer experience (CX) have included statements as grandiose as: “Customer experience is the new brand.”- Forbes. "Put customer experience at the heart of your operations.”- McKinsey. "Customer experience is the key competitive differentiator.” - Wall Street Journal. Yet, a common theme that emerges when we talk to clients about their CX efforts is the struggle with how to get started.

Data 305

Data Customer Experience Brands How To 305

CloudCherry

MARCH 8, 2019

It is International Women’s Day, a day to honor and celebrate the achievements of women who inspire us in their own unique ways. It’s a day to remember why ‘Women’ all around us are so amazing. So, let’s begin by saying this out loud-. “If you want anything said, ask a man. If you want something done, ask a woman.” – Margaret Thatcher said it and we can’t agree any less!

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Customer Bliss

MARCH 12, 2019

In lieu of alieu of a regular Daily Dose video, I want to share with you an excerpt from an interview I did last year with my good friend Laura Ortman—chief customer officer of Equinix —in which we discussed a wide range of topics including the future of customer experience, our role as customer experience leaders, and the experiences of women in leadership. .

Chief Customer Officer 273

Chief Customer Officer Customer Experience Leadership Video 273

Speaker: Amanda Adams, Fractional CFO, CPA

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

Experience Matters

MARCH 22, 2019

I just spent two days in Miami with a great group of executives who are part of the SAP CX Client Advisory Board. One of their presentations described the company’s technology transformation, and included a stream of activity around “decomplexing.” I loved seeing that! Complexity ends up oozing its way into all types of experiences.

Groups 286

Groups Technology Brands Customer Experience 286

Vonage

MARCH 28, 2019

Imagine a technology that promises to help your business but instead is poisoning your customer’s experiences. A technology that has its most deadly effect at the precise moments when your customers need you the most. A technology so overlooked that it can sap the goodwill from thousands of customers every day without anyone paying attention to it – until it’s too late!

Customer Experience 228

Customer Experience Contact Center Software Contact Center CRM 228

eglobalis

MARCH 10, 2019

Creating a Customer Experience Culture - First change. The post Creating a Customer Experience Culture: What needs to change first? appeared first on Eglobalis.

Culture 311

Culture Customer Experience Customers Innovation 311

Centriam Customer Experience Lab

MARCH 12, 2019

Diane Magers and Ben London are the powerful duo that head up Experience Catalysts, a consultancy at the forefront of customer and employee experience. They are on a mission to help customer experience (CX) professionals transform how their organizations work to grow business value.

Consulting 285

Consulting Employee Experience Customer Experience Customers 285

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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Kerry Bodine

MARCH 20, 2019

It’s the first day of spring, and we’re looking forward to enjoying a few days in our favorite Chicago season when we travel there for our Journey Mapping and Facilitation bootcamp on May 8 and 9. Day 1 mirrors that of our signature journey mapping bootcamp to help you build a strong foundation in the concepts and methods of journey mapping. Day 2 draws on the facilitation training we provide to clients during our journey map development engagements , enabling you to extend your journey mapping

Customer Journeys 225

Customer Journeys Travel Training Engagement 225

C3Centricity

MARCH 6, 2019

In most countries, the Police have a love / hate relationship with their population. You can imagine my surprise, therefore, to find myself writing about how they appear to be adopting a customer first strategy in Switzerland! Let me explain. They have recently introduced many new-style speed radars in the villages around my home town in Switzerland.

Strategy 195

Strategy Customer Centricity Exercises Customers 195

Experience Matters

MARCH 8, 2019

In honor of International Woman’s Day, I decided to compare the difference in well-being across gender and age by dissecting the 2018 Temkin Well-Being Index (TWBI). I examined the overall TWBI, as well as the three elements that make up the index—the percentage of consumers who agree that they are: Typically happy Healthy Financially Secure As you can see in the charts below: Young females have the lowest level of well-being.

Financial 251

Financial Consumers Customer Experience Customers 251

Customer Bliss

MARCH 5, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Innovation 221

Innovation Loyalty Chief Customer Officer Hospitality 221

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

Alida

MARCH 19, 2019

Big data is big business. Enterprises are spending billions on big data. They’ve been using it to drive decision making for years now. But executives are realizing that this type of transactional customer data isn’t enough.

Customer Insights 189

Customer Insights Data Customers Customer Centricity 189

CX Journey

MARCH 13, 2019

Image courtesy of CX Network Today I'm pleased to share a guest post by Chanice Henry of CX Network. According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners. The report saw nearly 270 responses from the CX community, with each participant providing insight on the trends, challenges, and investments shaping customer experience.

Customer Experience 151

Customer Experience ROI NPS Return on Investment 151

Beyond Philosophy

MARCH 28, 2019

A consistent finding in psychology is that people don’t like uncertainty or risk. It’s called Risk Aversion, and we all have it to some degree. To be fair, we are not risk averse all the time. We also enjoy risky behavior, like gambling, smoking, or playing fast and loose with food expiration dates. However, as a general rule, we don’t like risk. Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience.

Management 143

Management Training Consulting Conference 143

Retently

MARCH 18, 2019

Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. Given that, it’s 6 times more expensive to attract new customers than to keep existing ones – the ignorance shall turn costly.

Net Promoter Score 133

Net Promoter Score Omni-Channel Company NPS 133

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

Experience Matters

MARCH 13, 2019

Last week, I gave two presentations at the Qualtrics X4 Summit that focused on how to adopt experience management (XM). Here’s a glimpse of that content… First of all, let’s get aligned: what do you expect to see in the future? More or less demanding customers? (I say more) More or less demanding employees? (I say more) More or less access to data and analytics?

Management 225

Management Analytics Customer Experience Data 225

Customer Bliss

MARCH 21, 2019

“Don’t look at yourself, look at your customer. Be sure you have your customer in mind when you create something. Be sure it’s customer-focused, not self-focused,” says Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. Do you know what it takes to be a high-quality leader?

Hotels 192

Hotels Employee Experience Customer Experience Leadership 192

Alida

MARCH 22, 2019

In most organizations, the market research or customer insight department is seen as a support pillar for multiple divisions and as a cost center.

Customer Insights 199

Customer Insights How To Customers Marketing 199

CX Journey

MARCH 27, 2019

Image courtesy of Pixabay Do employees believe in the core values? Do they even know their company's core values? Core values are the fundamental beliefs of an organization; they guide executives and employees in identifying which behaviors and actions are right and which are wrong. Everything you do must be aligned with your core values, and core values should be integrated into everything you do.

Company 148

Company Culture Communication Metrics 148

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

Beyond Philosophy

MARCH 19, 2019

Today, people appreciate good Customer Experience, but not enough to talk about it a lot. What gets them talking to people about your brand is having a unique Customer Experience with moments of Innovative Service, or an Innovative Customer Experience. In other words, a good Customer Experience is important, but an Innovative Customer Experience is better because your customers tell stories about it.

Innovation 135

Innovation Customer Centricity NPS Loyalty 135

ShepHyken

MARCH 27, 2019

The other day I was driving by a Chick-fil-A restaurant at lunchtime. I was blown away by how many people were in the drive-through lane. There had to be at least 20 cars. I thought to myself, “That’s a long line. You really have to love Chick-fil-A to brave that line at lunchtime.”. Then I noticed they had four people on the lot taking orders from the people in the drive-through.

Advertising 134

Advertising Customer Service Training Customer Service Training 134

Esteban Kolsky

MARCH 1, 2019

if you are a fan of Gartner, and who among us is not – right?, you know about the hype cycle. image above, copyright Gartner, Inc. funny, well – i think it is, was that when i used to present as a G analyst i used to call it the marriage cycle… you meet someone (trigger), you date them for a while and you think they are the ones you need to spend your life with (peak of inflated expectations), you get married and — poof!

Social Media 121

Social Media Technology Meeting Examples 121