Steve DiGioia
NOVEMBER 12, 2015
the daily battle continues This original article was written by Steve DiGioia. When I previously posted this article on one of the hospitality websites last year I got a lot of grief from those in the “sales” side of the business. They thought I was being too harsh and putting the blame on them for all the ills of bad service. Now it’s your time to judge for yourself.
Experience Matters
NOVEMBER 16, 2015
I just ran into a great (negative) example of my 6th CXtip : Don’t waste customers’ time asking them questions unless you are prepared to act on what they say. We were on vacation at a very nice resort (the name of the resort is not relevant for my discussion). During our second day at the hotel, we received a text message that led to the interaction in the graphic on the right.
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C3Centricity
NOVEMBER 1, 2015
In the UK, there was a recent, highly publicised “significant and sustained cyber-attack“ on the Telecom company Talk Talk’s website. According to the news as I write this, it seems that a fifteen (!!!) year old Irish lad and a 16-year-old Brit may be responsible. They might have been able to steal information such as [.]. The post How a Company Reacts to a Crisis Says a Lot About its Customer Centricity appeared first on C3Centricity.
Vonage
NOVEMBER 9, 2015
As a service provider, there’s a lot of power in creating the impression for your customer that she’s at the absolute center of your world. This is, in a sense, an illusion, because you have (I hope) a life of your own and (I’m hoping again) more than one customer to support. But it is an extremely powerful business-building illusion if you can successfully pull it off.
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.
InMoment XI
NOVEMBER 12, 2015
With the tightening labor market, organizations are hiring again in droves. The demand for talent is high, and finding, attracting, and retaining that talent can make or break organizations. So, what if you could find high performing, low cost talent, with no locked-in long term commitment?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Steve DiGioia
NOVEMBER 5, 2015
Guest Post by Kate Nasser, The People Skills Coach™ This original article was written by Steve DiGioia. Today’s guest post is by Kate Nasser, The People Skills Coach™, Founder & President CAS, Inc. She uses real life stories to ignite true customer focus, and here is her story. You can’t have a discussion about customer service without customers stressing the importance of listening.
Experience Matters
NOVEMBER 4, 2015
We just published a Temkin Group report 2015 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings. Here is the executive summary of the report: The 2015 Temkin Experience Ratings of Tech Vendors evaluates the customer experience of 62 large technology vendors.
C3Centricity
NOVEMBER 15, 2015
Stories exist in all cultures. They have developed down through the ages as a means of transferring knowledge, long before books and now the web enabled their storage. Today’s information-rich world has made storytelling a required talent for CEOs and CMOs alike to develop. And websites and Fan pages now make it a necessary skill for [.]. The post Clues to a Remarkable Brand Story appeared first on C3Centricity.
Vonage
NOVEMBER 11, 2015
Websites, email and digital voicemail are changing the game in business. Some companies are taking the lead with great digital service like Computers.com and Amazon.com. Others are falling far behind and are letting their customer service quality falter as a result. A friend of mine had a complaint about the service, or lack thereof, at a local hotel.
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InMoment XI
NOVEMBER 10, 2015
I’m having one of those moments. I’m on line, answering emails and I received a request for feedback on a recent transaction I did with one of the financial institutions I do business with (and that we all revere as one of the best.) Because the rep was so good, I jumped at the opportunity.
Kayako
NOVEMBER 18, 2015
Imagine the scenario where you’ve fully prepared for a webinar, your listeners have allocated free time to come and view your presentation for the next 45 minutes, and you’re just about to get started. Then you get a phone call, and it’s a notification to say that a server has gone down and then you realize the service you provide isn’t there anymore; it’s gone.
Steve DiGioia
NOVEMBER 9, 2015
do you take better care of the "big guys"? This original article was written by Steve DiGioia. We must nurture each customer as we do each flower in our garden. Yes, there are the larger and more colorful flowers that immediately capture our attention but never underestimate the small delicate flowers (our smaller customers) that are sprinkled throughout the bed.
Experience Investigators by 360Connext
NOVEMBER 2, 2015
For those of us who are sports fans (cough cough, Go Cubs!) it’s sometimes weird to hear about our beloved teams as “products.” This term is thrown around a lot by team owners who fight with cities over stadiums and parking lots. In the last few months, I’ve had the privilege of getting an up-close […]. The post Sports Lessons – How to Turn Customers into Fans appeared first on Customer Experience Consulting.
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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.
ijgolding
NOVEMBER 16, 2015
On occasion it feels as though certain phrases in the language of business are overused. Take ‘walking in the customers shoes’ for example. What about ‘moments of truth’? Another common one is ‘walking the talk’. Whilst the meaning behind the phrases is perfectly well intended, all too often the words and their meaning are dismissed by those looking for any excuse to resist a focus on ‘the customer’.
Vonage
NOVEMBER 13, 2015
Targets or goals, objectives or Key Performance Indicators (KPIs)… All contact centres have them and all operational leads are trying to make sure they’re concentrating on the right ones. But with so many different things going on in most contact centres, it’s difficult to know which ones to aim for, and all too easy to blindly focus on what has always been done before.
InMoment XI
NOVEMBER 4, 2015
Two very divergent trends are coming to a head, which could potentially change the way the industry does business. On one hand, CX programs and customer needs are more targeted towards a dialogue with the individual customer. On the other hand, personal data and data-protection regulations are becoming more restrictive. This collision means businesses are.
Kayako
NOVEMBER 11, 2015
We’re all familiar with the basic sales funnel – marketing passes leads on to sales, sales accepts them, converts leads to opportunities and then (hopefully!) wins the deal. But there’s more to it than this. The opportunities stage is critical to the success or failure of a deal, but it’s often overlooked by sales teams. An opportunity is an opportunity right?
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.
Steve DiGioia
NOVEMBER 2, 2015
it's really not that difficult This original article was written by Steve DiGioia. A long-term repeat customer is the goal of every business, one who continues to purchase from you time and time again. But what is it that keeps them coming back? Is it low prices, a continual stream of coupons, loyalty programs, or late night operating hours? These are all good ways to attract a customer, but are these enough reasons to gain their trust and make them truly loyal?
Experience Matters
NOVEMBER 18, 2015
We published a Temkin Group report, 2015 Temkin Loyalty Index. This report ranks the loyalty of consumers to 293 companies across 20 industries. Here’s the executive summary: The 2015 Temkin Loyalty Index evaluates the loyalty of 10,000 U.S. consumers to 293 companies across 20 industries. The Index is based on evaluating consumers’ likelihood to do five things: repurchase from the company, recommend the company to others, forgive the company if it makes a mistake, trust the company, and t
ijgolding
NOVEMBER 5, 2015
Over the last few weeks, my wonderful wife Naomi and I have been having a debate about the difference between EMPATHY and SYMPATHY. Whether it be a discussion about family life or a discussion about work life, the ability to be both sympathetic and empathetic is extremely important. So what is the difference between these two words? Empathy – the ability to understand and share the feelings of another.
Vonage
NOVEMBER 24, 2015
I’ve seen pilots engage with passengers before, but Gerald Higginbotham takes it to a whole new level. I encountered Gerald as I was boarding a very early morning flight to Dallas. He was one of the pilots, and he was greeting every single person as they stepped onto the plane. It was more than a simple greeting, he was building a rapport and having real exchanges with the passengers.
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.
InMoment XI
NOVEMBER 2, 2015
Katy Churches, manager of CX at American Family Insurance, discusses the importance of moments of truth in retaining your customer base.
Kayako
NOVEMBER 4, 2015
The founders of Sorry ™ will be joining us on November 11 to present a webinar on how to prepare your company to weather a storm of customer complaints. The Q&A will be led by Kayako’s Head of Support Sarah Chambers, and you’ll have the chance to win one of two Small Business accounts with Sorry™! Sign up for the webinar now. Did you hear about the TalkTalk data hack last week?
Steve DiGioia
NOVEMBER 16, 2015
how helping those who reach out to you for advise is rewarding for both This original article was written by Steve DiGioia. Most of us have not had the luxury of a mentor ; someone that “takes us under his/her wing” and patiently shares their years of experience with us in the hopes of setting us straight on the road to success. Frankly, there are not even enough people that are willing to undertake this task in the first place.
Experience Matters
NOVEMBER 26, 2015
Whether or not you’re celebrating Thanksgiving, I hope that you have a wonderful day and take the time to give thanks for the many positive things in your life. And while your being thankful, here are some ways to earn thanks from your customers: Every Thanksgiving I also like to share this picture. It demonstrates how important it is to understand your audience and to consider the subtle elements of experience design.
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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.
ijgolding
NOVEMBER 12, 2015
Allow me to start this post by asking a question. Do you ‘like’ your Telecoms provider? It is a very simple question – it contains only 6 words – yet I believe it is a question that opens a large can of worms. Let me ask another question. Have you ever recommended your Telecoms provider to a friend or family member? Not – ‘are you likely to recommend'; but ‘have you actually recommended’?
Customer Bliss
NOVEMBER 19, 2015
Using the Customer Room to drive monthly, quarterly and annual accountability is one of the most robust actions that we have been using to align leaders and drive a different kind of taking action. The Customer Room is a tangible depiction of the current customer journey. The Five Competencies come together to tell the story of your customers’ lives.
InMoment XI
NOVEMBER 11, 2015
Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make.
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