May, 2016

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2016 Automotive Dealership Loyalty Study

InMoment XI

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.

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The problem with customer satisfaction surveys—according to the inventor of NPS

Alida

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.

NPS 177
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3 Ways to Let Customers Guide Your Greatest Innovation

Experience Investigators by 360Connext

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 […].

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Human-Centered Design at Northern Trust, With Scott Dille [CB3]

Customer Bliss

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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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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Naked Dining: A Different Customer Experience

Beyond Philosophy

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.

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2016 Automotive Dealership Loyalty Study

InMoment XI

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.

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Customer intelligence meets storytelling: 3 benefits of using Stories in the Sparq platform

Alida

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.

Fashion 150
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The Intentionality of Patient Empathy

Experience Investigators by 360Connext

Thoughts from the Cleveland Clinic Patient Empathy Summit (Part 1) I had the immense honor of being a part of the Cleveland Clinic Patient Empathy Summit. This is the place where the idea of patient experience became a reality. These are the people who are making it happen. To say I was impressed is an […]. The post The Intentionality of Patient Empathy appeared first on Customer Experience Consulting.

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Customer growth comes from experience reliability

Customer Bliss

When I was first thinking about working on a post about KPIs and experience reliability, some of my digital marketing and SEO friends recommended I call it “research-backed KPIs for customer satisfaction.” I actually didn’t want ‘customer satisfaction’ in the title or concept. Why? Because often with organizations, ‘customer satisfaction’ is about survey scores and not about operational performance.

Hotels 157
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Manual Call Reviews? There's a Better Way!

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

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Profit-Killing In Malls: Shocking Results!

Beyond Philosophy

When Macy’s cut its sales and profit expectations this week, some analysts blamed consumer spending patterns and the difficulties facing department stores generally. But as the New York Times reports , at least one analyst placed the blame squarely on Macy’s failure to deliver a compelling customer experience. “The blunt truth is that Macy’s does not give consumers a reason to visit its stores,” said Neil Saunders, CEO of Conlumino, a research firm. “In many locations sho

Fashion 113
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5 Lessons from Top Brands on Delivering Customer Service

Joe Rawlinson

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?

Brands 94
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Great Customer Experience Requires More Than Just a Script and a Score

InMoment XI

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.

Hotels 227
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Why companies are focusing on their customer experience strategy

Alida

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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The Ultimate Guide to Monetizing Customer Learning

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

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How Do You Define Loyalty in YOUR Organization?

Experience Investigators by 360Connext

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?

Loyalty 137
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How the Smithsonian Built their Journey Map, with Samir Bitar [CB4]

Customer Bliss

Episode Overview. Samir Bitar and I had a very spirited discussion about his role in leading a transformation of the Smithsonian visitor experience. Like many folks who attain a Chief Customer Officer level type role, Samir had been developing a robust visitor experience for just one of the 19 museums on the Smithsonian campus. His success there earned him his role to lead the work across the entire Smithsonian campus. .

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Apple Stock Drop Reveals the High Price of Worry

Beyond Philosophy

Emotions affect our behavior, more than many of us like to admit. With so much riding on our behavior in a consumer economy, understanding these emotions and how they influence consumer behavior is a key to increasing customer loyalty and retention in our highly competitive market. One emotion customers feel that no one can afford to ignore in their Customer Experience is worry.

Insurance 112
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Customer Experience + Marketing: Pro’s & Con’s

ClearAction

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.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Why Your Brand Should be a Haven for Your Customers

Win the Customer

Whether you’re an Italian restaurant, a vendor of smartphones, an organic grocery store, or a women’s fashion outlet, something about your brand needs to gain the long-term favour of its consumer base in order to be successful. Sure, it’s important to provide a service where customers ultimately find what they’re looking for. But they will – whether it’s from your brand or not.

Brands 94
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Firing customers – Are we looking at this right?

Ian Williams

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. In his article, Adrian makes reference to Fred Reichheld, of NPS fame, who initially spoke about firing customers, however then evolved his thinking to that of the idea of ‘rating’ custom

2012 91
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5 Ongoing Challenges of Patient Experience

Experience Investigators by 360Connext

#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 […].

2016 160
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The Value Of Building Bridges For Customer Experience, with Curtis Kopf [CB7]

Customer Bliss

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.

Airlines 158
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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Putting Lipstick On A Pig: Time Warner Merger Goes Ahead

Beyond Philosophy

It’s official. After two years of working on the deal between Charter and Time Warner Cable, Inc., Charter officially owns the most hated brand in cable provider brands, for $55.1 billion. Charter will phase out the Time Warner Cable brand, as well as Bright House Networks LLC, over time. Here’s the thing: Changing the name doesn’t change the service.

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Five best practices to integrate VoC into your customer journey mapping processes

OpinionLab

The customer journey map is an essential tool for organizations needing to address the persistent cross-channel CX challenges that hinder a unique and frictionless user experience. Without a customer journey map, you’re unlikely to be able to provide a consistently positive experience at each interaction point. Today’s customers expect every stage along their journey – from initial research to selection to purchase to advocacy – to be seamless across all channels and devices.

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10 Customer Experience Mistakes Businesses Are (Still) Making

Amity

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.

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Three Ways to Create Confidence with Your Customers

ShepHyken

I recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience. In the process of the interview, I asked Nate about his favorite customer service story.

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How Intent Data Helps Marketers Convert A-List Accounts

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.