Experience Matters
DECEMBER 15, 2015
It’s once again the time of year for me to publish my CX trends. In my post last year I named 2015 “ The Year of Employee.” With this post, I’m declaring 2016 “ The Year of Emotion.”. In the upcoming year, CX will continue to grow in importance for companies and an even larger number of organizations will begin their CX journeys. In this environment, we expect to see: Culture Change Intensifying.
NICE inContact
DECEMBER 9, 2015
From its humble beginnings as a hat business founded by German nationals who fled Europe in 1938, to a global corporation with five brands, Columbia Sportswear is made up of real people who are passionate about the outdoors. That passion also extends to delivering outstanding customer service. As their customer support inquiries increased, Columbia Sportswear knew they needed a new contact center solution to support seasonal call volumes, e-commerce, and their unique brands.
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Experience Investigators by 360Connext
DECEMBER 10, 2015
It was a privilege to present at the recent Next Generation Patient Experience conference. I had never attended a conference solely focused on healthcare, so I learned a lot about what innovative healthcare systems are doing to improve the patient experience. There are definite best practices, but there are still a lot of unknowns. Healthcare […].
InMoment XI
DECEMBER 4, 2015
One of the frequent obstacles of launching a customer experience program presented by many B2B clients is the lack of a quality list of customers to contact. Client database challenges present themselves in a variety of formats: Scattered Account List. Maybe the organization grew by a series of acquisitions, or maybe no one will commit.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Steve DiGioia
DECEMBER 14, 2015
are your expectations too high? This original article was written by Steve DiGioia. One of the challenges faced by a perfectionist is longevity. When we are younger and have energy to burn, we can relentlessly work through exhaustion and jump through hoops daily to achieve the perfection we seek. Usually this perfection is attained solely from our personal labor since “no one else can make it perfect but me”.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Matters
DECEMBER 7, 2015
As the title of this post says, CX needs more emotion. If you like this infographic, then you can download this version in.pdf or download a 18″ x 24″ poster version ). The bottom line : Let’s put more emotion into CX!
Michelli Experience
DECEMBER 2, 2015
There are leaders, followers, and…well people who just get in the way! Which are you? In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Such was the case for Mercedes-Benz!
Experience Investigators by 360Connext
DECEMBER 7, 2015
Have you ever thought about how cool it would be to have one of those dinner parties with people you admire? I believe many of us dream of getting folks around a table to share what inspires them, how they are successful, and what makes them tick. That’s essentially how I see the podcast I’ve […]. The post Epic Business Quotes from 1 Year of Podcasting appeared first on Customer Experience Consulting.
InMoment XI
DECEMBER 8, 2015
If I had a nickel for every article I’ve read about ways to improve survey response rates, I think I would have about $523.25. In fact, nearly 15 years ago, I too waded into the waters to share my opinion, back in the day when most surveys were conducted via USPS. To this day, common.
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Steve DiGioia
DECEMBER 10, 2015
what is REALLY important to your business? This original article was written by Steve DiGioia. I thought my new sweater was “the cat’s meow”, ‘da bomb. Look at me all! I was struttin’ my stuff as I walked to school. High school was finally cool. I was cool. Well, not really. I was never the cool kid, mostly a band geek. But I played a mean saxophone, really, I did!
Customer Bliss
DECEMBER 22, 2015
A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Sustainable transformation will only occur when this work goes beyond project plans and status updates, and is grounded in caring about customers’ lives.
Experience Matters
DECEMBER 31, 2015
As the year comes to an end, I want to thank everyone who has been reading and sharing this blog. It’s a pleasure and an honor to be a part of your customer experience efforts, and I look forward to helping you drive even more success next year. Before we move on to 2016, here are the 15 most-read posts from 2015: Seven Steps for Developing Customer Journey Maps.
Kayako
DECEMBER 22, 2015
So, I’m a little bit of a Christmas nut. To be honest, I’m pretty sure this is how I come across for most of December: Among my favorite parts of the holiday season is the excuse to buy presents. My shopping efforts rely on a methodology that I’ve been slowly perfecting over the years. The O’Brien Technique combines rigorous list-making with a well-defined timeline and repeatable processes.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Experience Investigators by 360Connext
DECEMBER 31, 2015
What a year! We’ve had an exciting year at 360Connext, and we’ve learned a lot. I hope you’ve had a chance to learn along with us! In case you’re just hearing about us, or you haven’t subscribed for updates, we’ve put together a heaping handful of our best customer experience posts from the past year […]. The post Our Top 15 Customer Experience Posts of 2015 appeared first on Customer Experience Consulting.
ijgolding
DECEMBER 8, 2015
When it comes to delivering consistently good Customer Experiences, it appears as though bigger is definitely not necessarily better! Over the last decade, independent businesses have increasingly struggled to battle against the ever-growing tide of the corporate world. With more money, resources and power, there are not many countries on the planet who have seen the independent business owner win the battle for survival against the corporate machine.
Steve DiGioia
DECEMBER 7, 2015
how did YOU get that promotion? This original article was written by Steve DiGioia. Those not in management think a manager’s job is easy. You get to “come in or leave when you want”, go to meetings all day, you make the big bucks and “never do any REAL work” They all want to be a manager. “I’m ready to be the boss, I know what I’m doing”, they say. “I’ll fix things around here”… You finally give that good employee
GetFeedback
DECEMBER 30, 2015
Engaging survey images can transform a respondent's experience. Here are 8 free sites to browse when you're on the hunt for beautiful survey imagery.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Experience Matters
DECEMBER 22, 2015
We published a Temkin Group report, The State of CX Metrics, 2015. This is the fifth year of this study that examines the CX metrics efforts within large companies. Here’s the executive summary: Temkin Group surveyed nearly 200 large companies to learn about how they use customer experience (CX) metrics, and we then compared their answers with similar studies we’ve conducted every year since 2011.
Kayako
DECEMBER 10, 2015
Your sales team are banging on your door, asking what (and when!) new features are going to come. Your customers are getting annoyed, because features they’ve been asking for aren’t there yet. And your dev team are getting confused with multiple demands from multiple different people across your business. You need a roadmap to organize your product development and get everyone on the same page.
InMoment XI
DECEMBER 28, 2015
Dr. Gary Rhoads, co-founder of Allegiance, discusses the importance of creating an environment where your customers feel smarter after having an interaction with your frontline employees.
Vonage
DECEMBER 16, 2015
I was teaching about customer intimacy and loyalty when one participant asked, “What if your competitor has already built a close relationship with a customer, and you want to get inside?”. I replied, “Add value first. You will reap value later.”. When you are proactive with solid customer service skills, potential clients will take notice. How can you help prospective customers right now – even before they become your paying customers?
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
Steve DiGioia
DECEMBER 17, 2015
isn't that what customer service is all about? This original article was written by Steve DiGioia. Shopping; a necessary evil. Inattentive sales people, long lines, poor service, messy stores, high prices, etc. Retail sales people of today no longer know what customer service is. Most people don’t enjoy shopping, we wonder why. I’m no different.
ijgolding
DECEMBER 2, 2015
Followers of my blog will know that I am keen to share others perspectives on the subject of Customer Experience when the opportunity arises. I am delighted to be able to do just that in this post. Only recently I wrote about the differences between Customer Service, Customer Experience and Customer Centricity – in the post I make the following statement: “Becoming a truly Customer Centric organisation is what will ultimately enable businesses to consistently deliver Customer Experi
Experience Matters
DECEMBER 4, 2015
We recently published the Temkin Loyalty Index (TLi), which examines five areas of loyalty for 293 companies. So I looked at how that data related to the Temkin Experience Ratings (TxR) for those same companies. To normalize the data across industries, we compared company scores to the averages for their industries. As you can see below, there’s a very high correlation between the two.
Customer Bliss
DECEMBER 22, 2015
A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Sustainable transformation will only occur when this work goes beyond project plans and status updates, and is grounded in caring about customers’ lives.
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Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
InMoment XI
DECEMBER 28, 2015
Dr. Gary Rhoads, co-founder of Allegiance, discusses the importance of creating an environment where your customers feel smarter after having an interaction with your frontline employees.
Experience Investigators by 360Connext
DECEMBER 23, 2015
There’s a reason we all love The Onion, America’s finest parody news source. The Onion, with their satirical and sometimes silly headlines and articles, reflect back the world many of us are seeing. In 2015, The Onion showcased customer service (and lack thereof) many times. These 5 headlines really tell the truth about what customers […].
Kayako
DECEMBER 3, 2015
Let’s set the scene – I’m sure you’ll recognize it. You’ve been hired as a customer service manager, tasked with delivering great customer service. But your VPs and C-level execs are focused on profit margins and productivity. They want to cut your budget. Customer service is a cost-center, it doesn’t impact earnings, and investing money into it is like pouring money down the drain… isn’t it?
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