ijgolding

JULY 14, 2017

“Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently. The difference between a user story like the one above, and meeting a customer’s overall goal. The post With customer experience design, functional is good.

Customer Experience Design 109

Customer Experience Design Customer Experience Banking Airlines 109

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it?

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Experience Investigators by 360Connext

JULY 28, 2020

Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey. There is a lack of understanding around what customer experience really is, and perhaps more importantly, what it takes to deliver it.

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Measurement 225

InMoment XI

NOVEMBER 2, 2022

If you’ve ever heard the terms “ CX ” or “customer experience” before, you probably know that they and similar phrases refer to organizations’ attempts to scour every interaction for feedback and insights. You might also know that customer experience is generally considered to be a more specific subset of user experience ( UX ).

Touchpoint 324

Touchpoint Customer Experience Design Reference Brands 324

ShepHyken

FEBRUARY 20, 2024

I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention to.

Metrics 153

Metrics Customer Service Workshop Measurement 153

Kayako

JANUARY 17, 2018

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it. NPS measures customer loyalty.

Customer Experience 179

Customer Experience Net Promoter Score NPS Touchpoint 179

SurveySparrow

JULY 24, 2023

In that spirit, let’s dive deep into the world of customer experience research, a field that’s reshaping the future of business. Remarkable Tools for CX Research Methods for CX Research Tips to Effectively Do a Successful CX Research Final Thoughts What is Customer Experience Research? What is CX Research?

Customer Experience 52

Customer Experience Net Promoter Score Loyalty Customer Satisfaction 52

BlueOcean

NOVEMBER 29, 2023

At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.

Contact Center 156

Contact Center Multi-Channel Customer Care Touchpoint 156

Beyond Philosophy

APRIL 24, 2021

The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands. Moments in their experiences for their customers. Guess what?

Customer Experience 88

Customer Experience Consulting Customer Relationships Download 88

Experience Investigators by 360Connext

JUNE 25, 2019

The term “customer experience” usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. I am often asked about business-to-business (B2B) as a separate experience. So, who, exactly should we design a customer experience for?

B2C 137

B2C B2B Customer Experience Culture 137

delighted

JULY 19, 2019

You likely have heard the term “customer experience” or CX for short, and thought, “of course we want to continually improve and offer the best customer experience possible.”. But, what does Customer Experience (CX) actually mean? That’s why we’ve put together this customer experience glossary.

Definition 56

Definition Customer Experience Net Promoter Score Customer Journey Mapping 56

ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Customer Bliss

JUNE 28, 2016

Now she has a customer experience leadership role at M.Gemi , where she’s trying to help disrupt the luxury shoe market. M.Gemi is a start-up and Zipcar was a start-up at the time, so we spend a good portion of this episode discussing customer experience lessons for start-up businesses.

Customer Experience 111

Customer Experience Leadership Feedback Customers 111

Lumoa

JUNE 9, 2020

Just as with customer experience in every other business segment, eCommerce customer experience is growing increasingly important in our current economic climate. A clear CX strategy will help you stand out from the big crowd and ensure customers don’t churn because of ineffective purchase processes and bad experiences.

Customer Experience 83

Customer Experience Feedback 2025 Retail 83

Myra Golden

MARCH 3, 2021

The idea is to insert a personal tone so you can build rapport and even delight customers. You can do four things in chat interactions, starting today, to make them more human. Chat support is not supposed to be rote like an ATM transaction.

Interaction 59

Interaction Connections Communication Customer Service 59

Myra Golden

JUNE 23, 2020

If you need help with preempting escalations and de-escalating intense interactions, I can give you free access to my De-escalation and Empathy classes on LinkedIn Learning. Connect with me on LinkedIn and post on YOUR page (making sure to @me, so I see your post), “Myra, I need help escalating intense interactions.”

Interaction 87

Interaction Contact Center Connections Customer Service 87

Myra Golden

JANUARY 27, 2021

Here are four things you can do to move your chat interactions along faster. Don’t assume you understand what the customer is saying. Just ask the customer what they mean. Check for understanding early on and as often as it takes.

Interaction 105

Interaction Customer Experience Design Customers Customer Experience 105

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

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

ijgolding

DECEMBER 5, 2016

So what (I hear you think to yourselves) has a child’s cartoon got to do with the subject of Customer Experience? The more companies seem to talk about Customer Experience and Customer Centricity, the more random our experiences as customers become. Allow me to explain… Bob and friends!

Customer Experience 103

Customer Experience Customer Journey Customers Customer Centricity 103

Myra Golden

SEPTEMBER 8, 2018

That’s why today I am giving you two things you (or your employees) can do to make chat interactions flow like friendly face-to-face conversations. Write the way you’d talk if you were on the phone with your customer. On the phone, you’d probably speak in short sentences, and you’d pause to let the customer respond.

Interaction 61

Interaction Workshop Communication Brands 61

Myra Golden

APRIL 7, 2020

Use Partnering Language to Create Calm and De-escalate Intense Interactions (Especially now, when customers are panicked). When a customer reaches out to you about a problem, they usually don’t think things will be easy. To customers, it’s them against you. There’s a brick wall between you and your customer.

Interaction 59

Interaction Blog Customers Customer Experience 59

Maz Iqbal

NOVEMBER 13, 2014

RAC : Regulation of Call-Centre Agent Behaviour Is What Matters, Not The Customer Experience. What a waste of an opportunity to deliver a great customer experience and generate goodwill. Some folks just don’t get how to use the various customer interaction channels intelligently. What a waste!

Customer Experience 92

Customer Experience Banking Customer Philosophy Customer Centricity 92

NICE inContact

MAY 18, 2017

The value to deliver enhanced customer experience (CX) is well quantified 1. A strong correlation between customer experience and financial returns is driving organizations to build a long-term CX strategy that spans not just across individual teams and business groups but the entire organization.

Customer Experience 54

Customer Experience Contact Center Omnichannel Customer Journey 54

Strativity

OCTOBER 23, 2017

As such, behavioral economics has implications for many different disciplines, including customer experience. Behavioral economists can provide insight into how customers interact, both rationally and irrationally, with a firm’s touchpoints across their customer journey, a key component of customer experience.

Customer Experience 45

Customer Experience Touchpoint Customer Experience Design Customer Journey 45

Michelli Experience

DECEMBER 6, 2016

I’ll admit it, as a customer experience consultant I have a tendency to see improving customer experience as a cure for all business ills. Clearly, a bevy of mounting research does indicate your company’s’ future is linked to the consistent delivery of a differentiated customer experience.

Customer Experience 85

Customer Experience Social Media Mobile Customer Service Consulting 85

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. 24:24 Wilson shares what her team looks for to resolve poor financial decision-making in their customers.

Financial 193

Financial Social Media Consulting Customer Experience Design 193

CX Journey

APRIL 21, 2015

Image courtesy of xianrendujia What do your employees know about customer experience? I''ve been talking about the importance of employees to the customer experience since my days at J.D. Power and Associates 20 years ago; sadly, in the heat of customer experience design efforts, employees are still forgotten.

Customer Experience 81

Customer Experience Roadmap Employee Experience Customer Experience Design 81

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Michelli Experience

JULY 20, 2016

3) Leverage technology and interactivity – While much has been promised from augmented-reality technology, Niantic delivered an emotionally engaging experience. More importantly, they have people catching Pikachu and Squirtle (along with other characters) in a very social way.

Interaction 68

Interaction Technology Social Media 2014 68

Michelli Experience

JANUARY 17, 2017

Over the years, as a customer experience consultant, I’ve increasingly become a student of “game theory” and of the “gaming industry.” As you likely know “game theory” is a branch of mathematics that postulates how people interact with one another to get their respective needs met (either in competitive or non-competitive ways).

Customer Experience 85

Customer Experience Banking Sports Loyalty 85

Myra Golden

OCTOBER 15, 2018

Her tone was upbeat and conversational throughout our short interaction. Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. .” I could picture Amy smiling and leaning into the computer as she spoke to me.

Interaction 66

Interaction Customers Customer Experience Customer Experience Design 66

Storyminers

JANUARY 12, 2017

Strategies, experiences, and stories to help them chart their own new paths, rewrite their future stories—and give their clients amazing experiences. The post Galileo: A True Interactive Visionary appeared first on Storyminers.

Interaction 61

Interaction Travel Innovation Technology 61

Bold360

DECEMBER 1, 2016

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. With myriad features and functionality, evaluating customer experience software isn’t a cut-and-dry process. Anna Morrish.

Customer Experience 104

Customer Experience Customers Consulting E-support 104

Micah Solomon

OCTOBER 24, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. For a business to succeed, it needs to maximize the payoff from its customer experience.

Customer Experience 53

Customer Experience Hospitality Consulting Hotels 53

Bill Quiseng

MARCH 1, 2021

Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary. Ever since the beginning of last year, all of us have had to endure this pandemic. Michelli , Ph.D.,

Books 148

Books Leadership Hospitality Consulting 148

GetFeedback

JULY 19, 2019

In life, each of us interacts with people who think we’re the greatest thing ever or the least impressive thing they’ve ever seen. In our daily interactions, we get feedback — some subtle, some not-so-subtle—that indicates what people think of us and whether or not they agree with our dress choices or driving decisions.

Social Media 262

Social Media Feedback Webinar Books 262