What do Trends from SXSW 2016 Mean for Customer Experience?

Experience Investigators by 360Connext

The post What do Trends from SXSW 2016 Mean for Customer Experience? appeared first on Customer Experience Consulting. Customer Experience Featured Opinion Recent News Uncategorized #SXSW2016 #SXSWi 2016 customization digital best practices innovation linkedin mobile South by Southwest SXSW virtual reality VRIt was my 7th?

2016 162

Report: ROI of Customer Experience, 2016

Experience Matters

We published a Temkin Group report, ROI of Customer Experience, 2016. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. consumers that describes both their experiences with and their loyalty to different companies. […]. This research shows that CX is highly correlated to loyalty across 20 industries.

2016 94
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5 Ways to Create a Better Customer Experience for 2016

Experience Investigators by 360Connext

Your customers are already evaluating the experience you are delivering. 89% of customers will decide based on customer experience in 2016. How can you create a better customer experience now to compete in this changing marketplace? You need to understand the customer journey of today. The post 5 Ways to Create a Better Customer Experience for 2016 appeared first on Customer Experience Consulting.

2015 239

Customer experience, authenticity and other themes at the 2016 APAC Customer Intelligence Summit

Alida

At the 2016 Asia Pacific Customer Intelligence Summit , over 200 professionals from marketing, market research, innovation and customer experience gathered for a day of learning and networking and to celebrate the achievements of the most customer-centric companies in the region. The full-day event in Sydney featured some of Asia Pacific’s biggest brands and explored provocative perspectives on the state of customer insight. Want more customers?

2016 141

The Top 10 Customer Experience Articles of 2016

GetFeedback

The future is all about the customer. We pulled together the year's most influential customer experience articles from CX thought leaders around the web. Articles

2016 150

The Authenticity challenge: 25 marketing, CX and innovation takeaways from the 2016 Customer Intelligence Summit

Alida

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Customers, especially Millennials , expect transparency and honesty—and they support companies they perceive to be truthful and real.

2016 211

Report: Temkin Loyalty Index, 2016

Experience Matters

We published a Temkin Group report, Temkin Loyalty Index, 2016. Here’s the executive summary: The 2016 Temkin Loyalty Index (TLi) evaluates how loyal 10,000 U.S. Benchmarks Customer experience Temkin Group Research loyaltyThis is the second year of this study that examines the loyalty of U.S. consumers to 294 companies across 20 industries. consumers feel towards 294 companies across 20 industries. To determine companies’ TLi, we […].

2016 88

Get Ready to Transform Customer Experiences at ICUC 2016

NICE inContact

Here are five ways to get ready to transform customer experiences at ICUC 2016: 1. Check out our agenda to customize your ICUC experience. User Experience Lab. We continually look for feedback to improve our solutions to help you define and enhance the user experience. Who better to actually test-drive new features and improvements than our customers? Please note: Openings in the User Experience Lab are limited.

2016 76

Document THIS! Betrayed by Customer Experience Documentation

Experience Investigators by 360Connext

Betrayed by Customer Experience Documentation appeared first on Customer Experience Consulting. Blog Customer Experience Featured call center customer journey mapping customer service customer touchpoint leadership management measurement processProcesses involving humans (that is, ALL of them) require lots and lots of reminders, revisions and revamping. The post Document THIS!

10 Most Popular Customer Experience Posts – 2016

Andrew Mcfarland

Revitalize how you think about and act on improving the customer experience at your business in 2017 by reviewing the 10 Most Popular Customer Experience posts of 2016. Best Practices Customer Experience Most Popular Top 10A series I started in 2013. This year was interesting because some.

2016 69

Report: Temkin Loyalty Index, 2016

Experience Matters

We published a Temkin Group report, Temkin Loyalty Index, 2016. Here’s the executive summary: The 2016 Temkin Loyalty Index (TLi) evaluates how loyal 10,000 U.S. Benchmarks Customer experience Temkin Group Research loyaltyThis is the second year of this study that examines the loyalty of U.S. consumers to 294 companies across 20 industries. consumers feel towards 294 companies across 20 industries. To determine companies’ TLi, we […].

2016 78

Top 5 Customer Experience Trends For 2016

iPerceptions

2016 has already been pinned as the year of virtual reality and all things Facebook. With a new wave of predictions comes increasingly lofty expectations on marketers to leverage new technologies and deliver flawless customer experiences. Customer ExperienceThe new year is upon us and with it comes a new set of predictions.

2016 74

Top 5 Customer Experience Trends For 2016

iPerceptions

2016 has already been pinned as the year of virtual reality. With a new wave of predictions comes increasingly lofty expectations on marketers to leverage new technologies and deliver flawless customer experiences. Customer ExperienceThe new year is upon us and with it comes a new set of predictions.

2016 73

Report: 2016 Temkin Experience Ratings

Experience Matters

We published the 2016 Temkin Experience Ratings, the most comprehensive benchmark of customer experience. Here’s the executive summary: 2016 marks the sixth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. 2016 Temkin Ratings Benchmarks Customer Connectedness Customer experience Temkin Group Research

2016 76

3 Ways to Expand Customer Experience Consciousness

Experience Investigators by 360Connext

This is a particular challenge in customer experience. Not only do you only know what you know – but your customers are each individual human beings, too. The post 3 Ways to Expand Customer Experience Consciousness appeared first on Customer Experience Consulting. B2B Blog Customer Experience Featured biases customer experience management customer personas customer service linkedin

2016 147

Getting Started with Customer Experience

MaritzCX

Between LinkedIn, Twitter, the CX Café and Customer Think, my latest blog post “Will Customer Experience Survive?” First of all, thank you. ” has been seen by almost a thousand people. There’s been a lot of engagement too. Some in reference to 6 sigma and a lot around CX – all about achieving tangible results that. View Article

2016 240

How Does Pricing Affect Customer Experience?

Experience Investigators by 360Connext

Should pricing be considered part of the customer experience? The post How Does Pricing Affect Customer Experience? appeared first on Customer Experience Consulting. B2B Blog Customer Experience Featured Retail customer service linkedin pricing retail

2016 144

How to Build a Seamless Customer Experience

Customer Bliss

A seamless customer experience gets delivered when you answer the questions your customer is asking. Let’s focus on the role that customer journey maps play in a seamless customer experience. A journey framework, even in its simplest form, when used with consistency provides a structure to understand the priorities in customers’ lives. Establish a framework for delivering a seamless customer experience.

2016 166

Things to Consider About Customer Experience Going Into 2016

Michelli Experience

2016 43

Customer Experience Drives Revenue Growth, 2016

Forrester

In 2015, we explored whether customer experience really matters to business success or whether CX is just the latest hype. Our conclusion: superior CX drives superior revenue growth in industries where customers are free to switch business and competitors deliver a differentiated customer experience. Read more Categories: CRM; age of the customer; sales; marketing; customer service; CX; customer experience; technology.

2016 63

How To Become The Head Of Customer Experience

Customer Bliss

There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves. But how does someone become a head of customer experience? Head of Customer Experience Trait No. Head of Customer Experience Trait No.

2016 189

Building a fintech ecosystem: Why customer experience should come first

Alida

A report conducted by the tech company LinkedIn, the advisory firm Capgemini and the non-profit Efma found that half of banking customers around the world now use at least one product or service from a fintech firm. The study, released in November 2016, showed that fintech adoption is particularly high in emerging markets like China and India. In the first quarter of 2016 alone, fintech startups saw an influx of $5.2 Establishing a customer-centric culture.

2016 162

You Can’t Microwave Customer Experience Excellence

Experience Investigators by 360Connext

If your customers think you deliver an “average” service experience, there is NO shortcut to getting them to become emotionally engaged, loyal, zealots of your brand. The post You Can’t Microwave Customer Experience Excellence appeared first on Customer Experience Consulting. Blog Customer Engagement Customer Experience Featured customer service Driven to Delight Joseph Michelli linkedin Mercedes-Benz podcast Ritz-Carlton strategy

2016 140

When Does Your Customer Experience Start?

Experience Investigators by 360Connext

When I quizzed the group, here are a few ideas I heard: “The minute someone decides to buy, that’s when they become a customer.” ” “The first time the customer has a problem or […]. The post When Does Your Customer Experience Start? appeared first on Customer Experience Consulting. Blog Customer Experience Featured customer service linkedin

2016 144

The Global State of Customer Experience 2016

CSM Magazine

This in-depth research report written by CX Network looks at the key customer experience trends, challenges and investments for the next 12 –18 months and the digital transformation of organisations. The annual survey gauged the views of global leaders – across all major industries – within customer experience, service, insight, digital and marketing, on the changes that will be defining the industry in 2016. Customer Service Articles

2016 50

Customer Experience: Assessing VOC Success

MaritzCX

After years of conversations around the importance of Customer Experience (CX), it seems that finally it is becoming an operational priority for companies. According to Gartner research, 89% of organisations will be competing mostly on the basis of customer experience in 2016. This shift has never been timelier, as CX becomes an important competitive differentiator.

2016 200

Customer Experience: Assessing VOC Success

MaritzCX

After years of conversations around the importance of Customer Experience (CX), it seems that finally it is becoming an operational priority for companies. According to Gartner research, 89% of organisations will be competing mostly on the basis of customer experience in 2016. This shift has never been timelier, as CX becomes an important competitive differentiator.

2016 200

Customer Experience: Assessing VOC Success

MaritzCX

After years of conversations around the importance of Customer Experience (CX), it seems that finally it is becoming an operational priority for companies. According to Gartner research, 89% of organisations will be competing mostly on the basis of customer experience in 2016. This shift has never been timelier, as CX becomes an important competitive differentiator.

2016 200

USAA and Publix Top 2016 Temkin Customer Service Ratings

Experience Matters

USAA earned the highest score in the 2016 Temkin Customer Service Ratings for the fourth year in a row. These Ratings evaluate the customer service of 277 companies across 20 industries based on a study of 10,000 U.S. 2016 Temkin Ratings Customer experience customer serviceconsumers (see.pdf with full list of companies). You can see all of the company data on the Temkin Ratings website. […].

2016 76

The 17-second customer experience strategy

Customer Bliss

I’ve been doing customer experience strategy and customer-facing, customers-as-growth-engines work for north of 30 years now. I named my podcast The Chief Customer Officer Human Duct Tape Show for just that reason: in this work, you’re typically the ‘duct tape’ of your organization. You unite the silos and align the experience around the value of the customer. Customer Experience Strategy, Level 1: The Five Competencies.

2016 133

3 Reasons Your Brain Won’t Let You See the True Customer Experience

Experience Investigators by 360Connext

We’re giving our brains a real workout when dealing with customers. We do our best to see the experience from the their perspective, to empathize with their issue and find the best solution, and simultaneously use processes and procedures to move the interaction to its next logical step. We use our own lens to view the experience while trying to […]. Blog Customer Experience communication customer service leadership linkedin management

2016 189

What Happens When Everyone Owns the Customer Experience?

Experience Investigators by 360Connext

It’s become cliché to say it, but everyone does own the customer experience. If the custodian sweeping up doesn’t believe his role plays a part, then it’s easy to pull the thread and suddenly nobody thinks they own the experience overall. The post What Happens When Everyone Owns the Customer Experience? appeared first on Customer Experience Consulting.

2016 152

So You Have No Customer Experience Budget… Now What!?

Experience Investigators by 360Connext

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. You may be among those who don’t have the resources necessary to improve the big picture, but you still have the power to improve customer […]. The post So You Have No Customer Experience Budget… Now What!?

2016 140

CXFusion 2016 Recap: In Your Own Words

MaritzCX

Customer experience (CX) professionals, business leaders, and research experts gathered in Vegas this week to attend CXFusion. This year’s conference energized a record number of attendees with insights, connections, and tools for building and extending CX programs that deliver hard business results. Did you miss the conference? Here’s a quick recap of what we experienced. View Article. General

2016 200

Leadership accountability is killing your customer experience

Customer Bliss

Short post this week as I’m in the middle of moving, but I wanted to take a few seconds and discuss leadership accountability as relates to customer experience. The entire company, beginning with the senior leadership team, needs to be on the same page with regard to what the customer experience is — and why it’s important to the business growing. When initiatives are silo-by-silo, the customer experience is fragmented.