InMoment XI
MAY 2, 2016
Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues. This was a follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study. Customers were asked about their vehicle service behaviors and vehicle repurchase behaviors since. View Article
Alida
MAY 11, 2016
Renowned business author and strategist Fred Reichheld is sick and tired of customer satisfaction surveys. In an interview with Bloomberg Technology , the former Bain & Company consultant says CSAT surveys have become less meaningful now that they’ve become inescapable. The instant we have a technology to minimize surveys, I’m the first one on that bandwagon,” Reichheld told Bloomberg.
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Experience Investigators by 360Connext
MAY 11, 2016
Loyalty is often the holy grail of customer experience. It’s seen as the end goal. The raison d’etre for many companies. After all, loyal customers mean more revenue, more repeat business, more referrals and just more more more! Yes, loyal customers mean more. But how do you define loyalty among your customers? How do you know […]. The post How Do You Define Loyalty in YOUR Organization? appeared first on Customer Experience Consulting.
Customer Bliss
MAY 3, 2016
Episode Overview. In this episode, Scott Dille of Northern Trust discussed his unusually broad Customer Executive Leadership role, and his path for leading an experience transformation. Scott is senior vice president of both partner (employee) and client experience. In this podcast, you will hear about the advanced human-centered design techniques Northern Trust is employing to improve both the client and partner experience.
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ClearAction
MAY 29, 2016
Customer Experience + Marketing: Pro’s & Con’s Lynn Hunsaker. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? Is it as natural and advantageous as the C-team expects? It all depends on motives and perspective. How Marketers Think of Customer Experience. Marketing professionals think of customer experience in terms of their deliverables: the user experience of websites, campaigns, events, research, content, social media, and so forth.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
MAY 2, 2016
Automotive Dealership Loyalty Study Background Follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study: Two Data Sets All Respondents (n=12,875) Weighted to 2009 and 2010 vehicle sales by model Used for Sales to Service Loyalty analyses and service usage analyses Vehicle Replacers (n=5228) 5431 had replaced their. View Article
Alida
MAY 25, 2016
Storytelling is a powerful tool in business. Compelling stories grab people’s attention, help communicate a more memorable message and inspire action among important stakeholders. In a recent study by the Stanford’s Graduate School of Business, 63 percent of people remembered pitches that use stories, while only five percent remembered those that used statistics alone. In most organizations, data about customers typically resides in silos.
Experience Investigators by 360Connext
MAY 24, 2016
Customers can’t always tell us what they want, even when we ask them to leave feedback. So is there another way to learn what they will want next, before they take their business elsewhere? Customer data, feedback and market research can still help guide your next innovation. You just need to see the experience though a different lens, and be willing to […]. The post 3 Ways to Let Customers Guide Your Greatest Innovation appeared first on Customer Experience Consulting.
Customer Bliss
MAY 5, 2016
‘Cross-functional teams’ can often sound like a business buzzword. While teamwork and collaboration is no doubt important in business, most of the day-to-day work that most employees do tends to be either (a) individual or (b) within their silo. Who has time for cross-functional teams in a modern business environment? If you start talking about cross-functional teams and what that means for customer experience, the journey for your organization is even more nuanced.
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Joe Rawlinson
MAY 18, 2016
In this age of digital media, brands have many ways to offer exemplary customer service to their customer base. The advent of social media has also enabled customers to share their own customer service stories , which, in turn, become the brand’s own walking advertisement and word-of-mouth. What are the reasons that companies with great customer service succeed?
Customers That Stick
MAY 31, 2016
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog customer-service-techniques
InMoment XI
MAY 2, 2016
Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues. This was a follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study. Customers were asked about their vehicle service behaviors and vehicle repurchase behaviors since. View Article. Automotive
Alida
MAY 10, 2016
Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical. Customer Experience is not a new idea. In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers.
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Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.
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Experience Investigators by 360Connext
MAY 26, 2016
#of hours/year: this is when health happens. markhymanmd #PESummit pic.twitter.com/ETpMikdraP — Jeannie Walters (@jeanniecw) May 16, 2016 Thoughts from the Cleveland Clinic Patient Empathy Summit (Part 2) In case you missed it, you may be interested in reading Part 1: The Intentionality of Patient Empathy. Considering the patient experience as an overall idea is relatively new […]. The post 5 Ongoing Challenges of Patient Experience appeared first on Customer Experience Consulting.
Customer Bliss
MAY 31, 2016
Quick Episode Overview. I talk with Curtis Kopf in this episode. Curtis was deeply embedded with customer experience at Alaska Airlines before moving to Premara Blue Cross. We discuss the value of building bridges, listening tours, asking the right questions, using analytics wisely, and how conversations drive customer experience. . About Curtis . Curtis is a visionary leader and digital innovator who has built industry-leading customer experiences at Alaska Airlines, Microsoft and Amazon.com.
Ian Williams
MAY 13, 2016
Over the past few years, there has been quite a bit of discussion about the principle of sacking or firing customers. A recent article by Adrian Swinscoe that asks whether we should fire, rate or educate customers reminded me of a personal view that I first ‘aired’ at the Satmetrix conference in London in 2014.
ShepHyken
MAY 27, 2016
This week on our Friends on Friday guest blog post Shaista Haque writes about a very timely topic, the digital customer experience. Digital experiences are starting to mirror in-person experiences and you better be monitoring your digital customers now! – Shep Hyken. Scenario 1: Mr. Henry forgot his Internet banking password and is facing issue logging in to his account. He picks up his phone and calls the customer service department. He has been put in queue due to peak hour.
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InMoment XI
MAY 5, 2016
It was the eighth week in a row checking into the same hotel in Downtown Philadelphia. I recognized the attendant behind the preferred status check-in counter – he had checked me in a few times over the last two months, and never missed shouting the obligatory ‘good morning’ in my direction as I started out. View Article
Beyond Philosophy
MAY 31, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Today, there’s a lot of discussion among corporate strategists, and even senior HR folks, about “putting employees first”. Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience. What takes precedence, employees or customers? Which came first, cowboys or saloons? Chickens or eggs?
Experience Investigators by 360Connext
MAY 10, 2016
One of my favorite things to do is to facilitate a co-creation session with a client and their customers. They always lead to incredible insights thanks to the honest feedback of those in the room. Recently, I facilitated a session with a B2B company that was losing a bit of ground to disruptive competitors. I bet many […]. The post Why Claims of History Fail to Impress Today’s Customers appeared first on Customer Experience Consulting.
Customer Bliss
MAY 19, 2016
It’s been a busy week (aren’t they all?) because of CX Week , where I had the pleasure of speaking with Mark Ramsey of Audi about their customer experience transformation. I did want to create a quick blog post about customer experience competencies, however. I write about this often because it’s the cornerstone of the work we all do. I came to these competencies over 30 years of observing customer-focused growth engines that worked — and many that didn’t work.
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Amity
MAY 25, 2016
It all comes down to this: We want to save time and money. We’ve made online shopping experiences more convenient, more relevant and tailored to the customer. We keep using technologies that are disrupting traditional customer service as we know it. In spite of all this, we also tend to expect great service wherever we go. It doesn’t matter whether we’re waiting in line at a movie theater, watching TV, or waiting for a friend.
CSM Magazine
MAY 27, 2016
The possibility to provide exceptional service is available to almost any company if it believes in its peopl e, is willing to innovate, and really cares about their customers’ experience. Today, few companies create a legendary or memorable customer service experience. Most provide average service, and only go through the motions to improve. The giant, waving inflatables on the roof! Free coffee! Free balloons for the kids that they’ll pretend to like while you’re there! Smiles! Handshakes!
InMoment XI
MAY 25, 2016
While customer experience (CX) is already an established discipline in the English-speaking world, it has remained on an immature level in Germany for years. But without a doubt, customer experience has now become a hot topic for many German companies. Large enterprises have started to consolidate CX activities in one central function, and SMEs implement. View Article. General
Beyond Philosophy
MAY 4, 2016
A London restaurant brings naked dining to the city. Will this bring a totally new meaning to the term The Naked Chef normally associated with Jamie Oliver and a whole new concept in customer experience. London Restaurant Brings a Different Customer Experience. Forbes reports that London pop-up restaurant guru Sebastian Lyall has announced a new eatery, slated to open in June. The restaurant will be called The Bunyadi – after the Hindi word for “fundamental.”
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Want to know where CX is heading in 2022? Check out our 7 key predictions on how CX will evolve over the coming year and beyond. Download your copy now!
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