Storyminers

JUNE 15, 2015

The post Interview: Why Marketing Should be the Orchestrator of Customer Experience Design appeared first on Mike Wittenstein.

Customer Experience Design 95

Customer Experience Design Marketing Customer Experience Communication 95

ijgolding

JULY 14, 2017

Like me, Beth is a Customer Experience Specialist and proud to be a Certified Customer Experience Professional (CCXP). Beth started out in internal communications, journalism, and knowledge management. She has worked with businesses of all shapes and sizes, helping them to understand, and think like, customers.

Customer Experience Design 109

Customer Experience Design Customer Experience Banking Airlines 109

CX Workout - Ideas Blog

OCTOBER 3, 2018

The Most Misunderstood Thing About Customer Experience Design from Joe Wheeler on Vimeo. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston Based customer experience design firm, and a subsidiary of the Service Profit Chain Institute.

Customer Experience Design 40

Customer Experience Design Customer Experience Webinar Return on Investment 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

The Most Misunderstood Thing About Customer Experience Design from Joe Wheeler on Vimeo. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston Based customer experience design firm, and a subsidiary of the Service Profit Chain Institute.

Customer Experience Design 40

Customer Experience Design Customer Experience Webinar Return on Investment 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

The Most Misunderstood Thing About Customer Experience Design from Joe Wheeler on Vimeo. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston Based customer experience design firm, and a subsidiary of the Service Profit Chain Institute.

Customer Experience Design 40

Customer Experience Design Customer Experience Webinar Return on Investment 40

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. Having a high EQ is vital to customer service. EQ Realm #2: Managing Your Emotions.

Management 78

Management Leadership Events Customer Service Representative 78

Beyond Philosophy

MAY 10, 2019

This episode of The Intuitive Customer explores why that is at a psychological level and what you can do about it in your Customer Experience Design. Managing uncertain moments in your Customer Experience design is essential. The post Are You Managing This Key Driver of Poor Experience?

Management 87

Management Events Customer Experience Design Insurance 87

Beyond Philosophy

JUNE 13, 2020

Managing How Your Customers Make Decisions. Understanding the process and the role your Customer Experience design plays in it is essential to providing the platform to encourage customer-driven growth. Design your experience understanding the different ways customers make decisions.

Management 128

Management Competitive Advantage Touchpoint Customer Experience Design 128

InMoment XI

NOVEMBER 2, 2022

Today’s discussion breaks down the wider universe of CX design, but we’re also going to talk about the best ways for organizations to leverage this discipline. What Is CX Design? The idea of CX design was relatively simple for many years. Realizing Experience Improvement Through CX Design. Let’s get into it!

Touchpoint 324

Touchpoint Customer Experience Design Reference Brands 324

eglobalis

NOVEMBER 8, 2023

How to create better business outcomes through CX design , customer experience design The post How to create better business outcomes through CX design appeared first on Eglobalis.

Customer Experience Design 123

Customer Experience Design Customer Experience Measurement Customer Relationships 123

InMoment XI

AUGUST 18, 2022

To help our customers to do just that, we leverage a philosophy we like to call the “Continuous Improvement Framework.”. To reach the goal of a truly effective, ROI-focused CX program, we cycle our customers through our five step framework. 3 Keys to Prove the ROI of Customer Experience. Design Transform Realize.

ROI 557

ROI Customer Experience Webinar Financial 557

Beyond Philosophy

JANUARY 23, 2019

You have to know what your customers’ reference point is to help you meet their expectations or exceed them as the case may be. Figure out what the Reference Points may be that the customer is bringing into the experience so you can manage your experience appropriately. #2: 2: Reasons.

Management 144

Management Reference Hotels Consulting 144

Myra Golden

JUNE 18, 2021

Jack Cooper’s managers are ready to preempt escalations and manage conflict. Learn about my customized 30-minute video training for your team, shot from my broadcast studio in Tulsa. For Jack Cooper University , I produced a ten week conflict resolution training. Here’s our week eight video training.

Management 105

Management Download Interaction Customer Experience Design 105

Storyminers

APRIL 11, 2016

This Interview was conducted by ReachForce and first appeared March 9, 2016 Mike Wittenstein leads Storyminers, a pioneering customer experience design firm based in Atlanta. We recently checked in with them to discuss some of the challenges enterprises face in managing customer experience today.

Customer Experience Management 45

Customer Experience Management Customer Experience Management 2016 45

Myra Golden

NOVEMBER 6, 2020

I partnered with GetFeedback by SurveyMonkey to help you manage customer service during the COVID-19 Holiday Season. Besides the usual increase in web traffic, call volume, and longer business hours, customer service and support reps will need to be ready for the pandemic’s impact on the customer experience.

Customer Service 45

Customer Service Management 2020 Consumers 45

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Customer experience is the sum of each interaction a customer has with your brand, and how they feel about it. The way to leverage this is to understand that intentional, proactive and positive customer experience design leads to real results for your organization AND your customers.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? We develop personas for specific activities around customer experience management. Customer Service Blueprinting.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

Beyond Philosophy

NOVEMBER 24, 2014

Four actions must accompany the design of an experience that exceeds Customer Expectations: Managing, Researching, Reviewing, and Supporting. This budget is earmarked to exceed Customer Expectations. These resources enable the team to take action in cases where it is needed to surprise and delight Customers.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Win the Customer

SEPTEMBER 29, 2014

It’s critical to understand customers, customer expectations, and have the right process to ensure that service delivered exceeds service expectations. Customers want more than just words and pretty pictures. Customer Journey mapping is an integral part of customer experience design.

Customer Journey Mapping 134

Customer Journey Mapping Customer Experience Customer Experience Design Customer Journey 134

Myra Golden

APRIL 10, 2017

At 2:30 I have a customer loyalty task force meeting. George jumped at the chance to get out of the call center and sit in on a meeting with managers and directors. He had so many creative ideas for how to help our company build and strengthen customer relationships. “George, I have an opportunity for you,” I said. “

Call Center 73

Call Center Management Leadership Customer Service Representative 73

Beyond Philosophy

FEBRUARY 6, 2021

Both scientists have been charged with applying what they know about the behavioral sciences to guide both internal decision making, and external customer decision making. Key Ideas to Improve your Customer Experience. Follow Colin on Linkedin and Twitter.

Financial 193

Financial Social Media Consulting Customer Experience Design 193

Doing CX Right

OCTOBER 29, 2020

Customer Experience Management (CXM) is not just a hot topic in small to big size companies but also at universities too. I shared practical customer experience takeaways and how to’s. Hosted by CXM@MSU, which is dedicated to advancing the field of customer experience management (CXM).

Events 52

Events Customer Experience Design Customer Experience Management Customer Experience 52

Beyond Philosophy

OCTOBER 25, 2018

Putting the customer at the center is intrinsic to every action they take. So, for those of you pursuing a natural state of customer-centricity, ensure that senior management is supporting your effort. First of all, you must show your results to senior management. Natural: These are the ones that get it.

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

Beyond Philosophy

MARCH 27, 2021

However, these examples also represent critical areas for your Customer Experience design. In this episode, we speak with sound and smell design expert Simon Faure-Field , CEO of Equal Strategy. 05:11 Faure-Field shares how music reflects the brand personality that you want to show your customers.

Call Center 147

Call Center Transportation Consulting Customer Experience Design 147

Experience Matters

OCTOBER 15, 2015

Here’s some related content: People-Centric Experience Design (eBook & video). Behavioral Guide to Customer Experience Design (report). Positive Psychology Infuses Customer Experience (post). Customer Experience Matters (video). What is Customer Experience?

2015 118

2015 Webinar Customer Experience Design Customer Experience Management 118

Beyond Philosophy

JUNE 28, 2019

However, the happier medal winner is the bronze medalist, and the reason we know this is the subject of this episode of The Intuitive Customer. His psychology-based research shows us the wealth of knowledge available to us when we measure customer emotions in real time.

Measurement 121

Measurement Customer Experience Design Loyalty Customer Retention 121

Beyond Philosophy

JUNE 19, 2021

However, implementing experience improvements using the theories you enjoyed learning about can be less fun and even a little frustrating if you aren’t getting the results you wanted. 18:35 We discuss how essential it is to understand your customers’ mindsets when designing your experience and why.

Consulting 88

Consulting Customer Experience Design Measurement Financial 88

Beyond Philosophy

OCTOBER 25, 2019

It is a mistake not to measure your success in evoking the proper customer emotions. After all, you wouldn’t tell one of your managers to design a program to achieve a goal and then never keep track of whether it works. This episode of The Intuitive Customer explores The Secrets of Measuring Customer Emotions.

Measurement 100

Measurement Consulting Customer Experience Design Customers 100

Bill Quiseng

MARCH 1, 2021

In it, he provides invaluable wisdom and lessons from senior business executives on how to lead through and beyond COVID-19, including crisis management, keeping employees and customers safe, maintaining a culture of engagement, rapidly innovating, and more. Michelli’s most recent book, Stronger through Adversity.

Books 148

Books Leadership Hospitality Consulting 148

Beyond Philosophy

OCTOBER 15, 2020

As we prepare for the next generation and level of putting the customer at the center of everything we do for a Post Pandemic world, we should remember that the critical part to achieving what we want (aka, customer-driven growth) is getting inside the customer’s mind. It happens at a primitive and emotional level.

Hotels 131

Hotels Customer Experience Management Books Consulting 131

Myra Golden

JUNE 21, 2019

Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers. What Viewers of This Video Are Saying.

Management 84

Management Customers Customer Experience Call Center 84

Kayako

JANUARY 17, 2018

The ubiquity of social media and its role in customer support calls for seamless integration of social and support teams. It’s vital that social media managers be emotionally intelligent, well-trained, and consummate customer advocates. They should be empowered to help customers in whichever venue they choose.

Customer Experience 179

Customer Experience Net Promoter Score NPS Touchpoint 179

Myra Golden

FEBRUARY 3, 2017

Pretty quickly in the interaction, I asked to speak to a manager. The number one thing customers want is help. When you don’t/can’t help, customers instinctively want to climb the ladder. So, I said, “May I please speak with your manager?”. Customers also want acknowledgement.

Hotels 60

Hotels Management Rewards Programs Travel 60

Beyond Philosophy

APRIL 24, 2021

He asked us if we had any advice for businesses with a small budget on how to use concepts from the behavioral sciences to improve moments in their Customer Experience. We created a fictional restaurant called Hamilton’s Fine Dining, which, you can imagine, had no budget at all for Customer Experience Design.

Customer Experience 88

Customer Experience Consulting Customer Relationships Download 88

Customer Bliss

FEBRUARY 15, 2016

Change Management. Customer Experience Design. Uniting Company Accountability to Improving Customer’s Lives. That is why the answer to that question above is “yes, however…”. The expansion of the CMO and their teams needs to expand to include: CMO to CCO Skills Expansion Required. Executive Leadership.

Leadership 141

Leadership Customer Experience Design Culture Customer Journey 141

Beyond Philosophy

JUNE 25, 2021

This super failure of the Super League demonstrates the critical nature of understanding your customers. The Super League failed because the league management and team owners did not understand their fans. The owners and league managers misread the popularity of the big clubs as the real draw to the soccer matches.

Insights 153

Insights Customer Experience 2021 Books 153

NICE inContact

JULY 30, 2019

Here are three helpful tips: Don’t limit your voice of customer program to surveys. For example, use speech analytics to uncover feedback in your recorded calls, and use interaction data to tell you what behavior says about customer experience. Design with the end in mind.

Feedback 55

Feedback Contact Center Webinar Customer Experience Design 55