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.
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.
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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.
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?
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Experience Investigators by 360Connext
NOVEMBER 19, 2015
1. Fall in love with the problem, not the solution. The mantra among leaders of the software company Intuit is to fall in love with the problem, not the solution. Suzanne Pellican, a Design Fellow at Intuit and opening keynote speaker at a conference called Delight, told the story of how 10 years ago Intuit, […]. The post 3 Lessons re: Design Thinking and Customer Delight appeared first on Customer Experience Consulting.
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
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.
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.
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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.
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.
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’.
CX Journey
NOVEMBER 5, 2015
Today I'm pleased to share a guest post by Denise Lee Yohn. To excel in customer experience, you can't just rely on good design and solid execution. Your customer experience shouldn't just be great -- it should also be differentiated. Customer experience has evolved just as product and service did. Time was, all you needed was a good quality product.
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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.
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
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?
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.
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.
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?
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.
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.
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.
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.
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.
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’?
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.
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
CX Journey
NOVEMBER 17, 2015
Image courtesy of Alan Tunnicliffe Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 15, 2015. You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys. They realize the importance of walking in the customer’s shoes in order to understand the experience before they can fix it.
InMoment XI
NOVEMBER 6, 2015
Your respondents might know more than you think. Including a “don’t know” option in a survey is an issue that is currently under speculation. The “don’t know” option can be explicit, as shown with the scale, or it can be implicit by the use of skip patterns within a survey. It’s a powerful option to.
Experience Matters
NOVEMBER 24, 2015
We published a Temkin Group report, Business-to-Business (B2B) Customer Experience Best Practices. This report provides data on the state of customer experience (CX) in B2B as well as 20 CX best practices across five critical B2B processes. Here’s the executive summary: Temkin Group research shows that although business-to-business (B2B) organizations are raising their customer experience (CX) ambitions, they still have a way to go before achieving their goals.
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