Lumoa

DECEMBER 14, 2017

Wow! Have you seen the new update? We are happy to announce the product update that our team has been working on for the last months. The update touches all your favorite features and turns them into even more a productive toolset, so you can dive deeper into your customer feedback analysis and execute accurate actions based on that. Watch the video below if you want to know how to get actionable insights with the help of the new and updated features.

NPS 282

NPS Tips Feedback Trends 282

InMoment XI

DECEMBER 15, 2017

When discussing brand image audits (I.e., assessment of branding, signage and other standards such as “cleanliness”) with our Retail Petroleum clients’ channel partners, a common question I’ll hear is “Why ensure individual branding and image standards are maintained? Why does it matter if I have a few lights out in my store, some minor trash strewn about the lot, or.

Brands 46

Brands Retail 46

Centriam Customer Experience Lab

DECEMBER 12, 2017

Using conclusions drawn from Centriam’s 2017 Retail Study, we have proposed areas of focus to enhance customer experience for two common NPS objectives.

Retail 218

Retail Customer Experience Strategy NPS 218

QuestionPro Audience

DECEMBER 15, 2017

There’s been a major disruption in consumer marketing in recent years. With DVR to fast forward through commercials and ad blockers on the internet, brands needed another way to reach consumers. Celebrity endorsements have been around as early as the 1920s, and have gained new traction in the age of social media. With social media, celebrities are able to interact with, and influence, their fan base directly.

Consumers 207

Consumers Social Media Advertising Study 207

Speaker: Becky Parisotto

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

Experience Matters

DECEMBER 13, 2017

As many readers of this blog know, Purposeful Leadership is one of Temkin Group’s Four CX Core Competencies. How do leaders demonstrate this characteristic? By mastering what we call the 5 P’s of Purposeful Leaders: Persuasive, Passionate, Propelling, Positive, and Persistent. In a recent post, we showed how Purposeful Leadershipaffects the behaviors of employees.

Leadership 198

Leadership Groups Customer Experience Employee Engagement 198

CX Accelerator

DECEMBER 12, 2017

How Carvana is leveraging customer experience principles to revolutionize the process of buying a car. Last night began in standard fashion…I consumed a spicy chicken sandwich from Chick-fil-A and wandered around the kitchen for a bit. Things took a turn for the crazy, however, when we headed out to buy a new car out of a giant vending machine. Yes, I’m speaking of Carvana, “The New Way to Buy a Car” as their tagline says.

Meeting 182

Meeting Customer Journeys Fashion Exceptional Customer Service 182

ijgolding

DECEMBER 11, 2017

Earlier this year I was lucky enough to visit Kyoto in Japan for a holiday. Being a customer experience specialist means never quite leaving work behind, even on holiday, and I wanted to find out whether the customer experience in Kyoto would be different to anywhere else. Kyoto is a wonderful place. Although much less densely populated than Tokyo or London, it attracts around 50 million tourists each year.

Customer Experience 166

Customer Experience Travel Transportation Training 166

Experience Matters

DECEMBER 11, 2017

In our Q3 2017 tech vendor study, we asked 800 IT decision makers in large North American companies if they would be willing to be references for the vendors that they use. As you can see in the chart below, Apple leads the pack with 48% of its clients saying that they’d act as a reference. At the other end of the spectrum, only 11% of Alcatel-Lucent clients would be willing to be a reference.

B2B 194

B2B Study Connections Customer Experience 194

Comm100

DECEMBER 12, 2017

Let’s be honest, companies do not send out newsletters promoting massive “wins” and provide huge commission checks when an internal team manages to “save” a customer. Their focus is usually on growing the business, and that really only happens when you gain new accounts. 8 out of 10 marketers of global companies actually agree that a much better strategy is retention , but their organizations are still focused on customer acquisition.

Customer Journeys 154

Customer Journeys Customer Experience How To Touchpoint 154

Speaker: Carolyn Clark and Miriam Connaughton

The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.

Employee Experience

Beyond Philosophy

DECEMBER 14, 2017

Do you believe it is the Customer Experience you provide that makes customers loyal? If you do, I am sorry to be the one to inform you that you are wrong. I have been a global Customer Experience consultant for fifteen years, since before Customer Experience was even a thing. As a result, I thought I knew everything there was to know about Customer Experiences.

Loyalty 151

Loyalty Sports eBook Consulting 151

ijgolding

DECEMBER 14, 2017

As we approach the end of another calendar year, it is always appropriate for bloggers, writers, thought leaders and professionals in general, to reflect on what has passed, as well as what is to come in the future. As a prolific writer on the subject of Customer Experience, I feel as though every article I publish is a reflection of sorts. However, when we reach the end of the year, it does seem sensible to combine all of my thoughts together to see if they make some kind of sensible conclusion

Customer Experience 164

Customer Experience Customer Experience Professionals Customer Centricity Customers 164

InMoment XI

DECEMBER 15, 2017

When discussing brand image audits (I.e., assessment of branding, signage and other standards such as “cleanliness”) with our Retail Petroleum clients’ channel partners, a common question I’ll hear is “Why ensure individual branding and image standards are maintained? Why does it matter if I have a few lights out in my store, some minor trash strewn about the lot, or.

Brands 150

Brands Retail 150

CloudCherry

DECEMBER 12, 2017

Disruptive Customer Experience Management platform CloudCherry has appointed Deborah Eastman, a thought leader in the Customer Experience space, as part of its board of directors. Deborah Eastman , who has held leadership positions in various functions such as sales, marketing, and professional services, will help inform CloudCherry’s Go-To-Market strategy in the US, and help amplify their rapidly growing presence & competitive differentiation.

Chief Customer Officer 150

Chief Customer Officer Customer Experience NPS Customer Centricity 150

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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.

Report

Beyond Philosophy

DECEMBER 11, 2017

Are you the kind of person who hums along to “Jingle Bell Rock” in the supermarket? Does it make you want to fill your cart with cookies and egg nog? When you hear “Winter Wonderland” at the mall, do you think of sleigh rides and warm nights by the fire? Do you feel excited to start your holiday shopping? Or are you one of those who wish they’d just play something else – anything else?

eBook 151

eBook Retail Training Consulting 151

TechSee

DECEMBER 12, 2017

Are you part of the 80% of enterprises that feel their current customer service systems do not meet their future needs? Read on for surefire solutions. To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. A truly authentic omnichannel customer experience is achieved when the consumer can seamlessly transition between any device and platform—including the we

Omni-Channel 144

Omni-Channel Customer Experience Contact Center Touchpoint 144

InMoment XI

DECEMBER 12, 2017

Overview For more than 160 years, Anheuser-Busch (A-B) and its world-class brewmasters have carried on a legacy of brewing America’s most popular beers. Starting with the finest ingredients sourced from Anheuser-Busch’s family of growers, every batch is crafted using the same exacting standards and time-honored traditions passed down through generations of proud Anheuser-Busch brewmasters and.

Retail 150

Retail Survey B2B 150

Customer Bliss

DECEMBER 15, 2017

Last month, Forrester released a new report, “ Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response, ” and it was a great read – it confirmed many of the things that myself and other CX experts alike have been touting for years. There’s an increased focus on customer experience these days, and many companies are just beginning to implement a customer experience process.

Customer Experience 286

Customer Experience Culture Report System 286

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, 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

CX Accelerator

DECEMBER 12, 2017

How Carvana is leveraging customer experience principles to revolutionize the process of buying a car. Last night began in standard fashion…I consumed a spicy chicken sandwich from Chick-fil-A and wandered around the kitchen for a bit. Things took a turn for the crazy, however, when we headed out to buy a new car out of a giant vending machine. Yes, I’m speaking of Carvana, “The New Way to Buy a Car” as their tagline says.

Meeting 140

Meeting Fashion Exceptional Customer Service Customer Centricity 140

Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Why? Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty. But delivering excellent customer experiences isn’t something that you can measure one time and not look to improve.

Customer Experience 250

Customer Experience Strategy How To Effort Score 250

Customer Guru

DECEMBER 13, 2017

The Customer Experience Buzz. Customer experience is becoming more important with every passing year. Sadly though, even today there are brands that think that it is just a buzz that will die with time. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. Looking at the Google search trend also reinforces my confidence in the fact that customer experience will only become more significant and popular in the coming years.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Customer Bliss

DECEMBER 12, 2017

Overview. How do you drive transformation in the highly regulated financial industry? In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

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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.

Voice of Customer

Michelli Experience

DECEMBER 14, 2017

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. Save Save. The post {Infographic} The Unexpected Gift of Social Media appeared first on Joseph Michelli.

Social Media 113

Social Media Infographics Consulting Customer Experience 113

Comm100

DECEMBER 11, 2017

According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. At 22%, it is ahead of content marketing (15%), mobile (13%), personalization (11%) and social marketing (7%). It is no surprise that customer experience ranks highly. Studies have shown that companies that follow through with customer experience strategies achieve increased revenue, higher customer satisfaction rates and fe

Customer Experience 121

Customer Experience Social Media Self Service Multi-Channel 121

CX Journey

DECEMBER 13, 2017

Image courtesy of Pixabay "Data is just data until you do something with it," right? That statement has plagued companies for a long time and for a variety of reasons - not the least of which is that they just don’t know what to do with the data: how to analyze it, how to use the outputs, what the outputs mean, etc. Today, on a webinar with Logi Analytics , I am sharing tips on moving beyond data for the sake of data (and dashboards for the sake of dashboards).

Data 112

Data Customer Experience Professionals ROI Analytics 112

ShepHyken

DECEMBER 13, 2017

For many years, I’ve shared the concept I call the One Thing Question. The idea is to ask a customer, “What’s one thing you can think of that would make doing business with us better?”. I love this question because it’s all about how a company can improve in virtually any area. Some customers might suggest product improvements. Some might suggest a way to improve the system.

Customer Service Training 101

Customer Service Training Training Customer Service System 101

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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

Michelli Experience

DECEMBER 13, 2017

I am a guy of advancing age (late 50s), so I am starting to sound like my father. Occasionally, I even find myself suggesting a fondness for the past by populating sentences with phrases like, “In the good old days…” Yesterday or Today. But when it comes to customer service experiences, I am uncertain as to which is better – the service of a decade or two ago or the experiences today.

Social Media 113

Social Media Customer Service Consulting Study 113

Comm100

DECEMBER 12, 2017

Times are changing, and the way people make buying decisions is radically different from how it was a few decades ago. Companies can no longer rely on having satisfied customers to ensure that they stay in business. Customers expect exemplary service, and offering anything less will turn them away. Satisfied customers do not complain – which is all very well, but it means you won’t get crucial feedback.

Training 111

Training Customer Experience Customer Journeys How To 111

Alida

DECEMBER 14, 2017

Aurora Health Care is on a mission to help people live well. This commitment means making it simple for patients to access health care and medical information. . In a recent webinar , Darrell Beneker, director of consumer insights at Aurora Health Care, shared how the company uses ongoing insight to inform customer experience (CX) initiatives that create a seamless end-to-end patient journey.

e-support 100

e-support Sports Healthcare Customer Relationship Management 100