Experience Investigators by 360Connext

APRIL 7, 2015

'Spring Break! Fun in the sun! Time away! And then that time you fly home with your family…only to be mistreated so incredibly that writing this blog seems like the only recourse I have. Let me present the facts. We booked a flight to Puerto Vallerta, Mexico in October. We flew from Chicago’s O’Hare airport at the end of March with a connecting flight in Dallas and made it Puerto Vallerta without a problem.

Airlines 307

Airlines Customer Experience Travel Books 307

InMoment XI

APRIL 11, 2015

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.

Article 342

Article Connections Insights Customer Experience 342

Customer Bliss

APRIL 16, 2015

'When you make decisions that respect and honor customers, you will earn their admiration; eventually even love. Then customers will begin to grow your business for you. “I Love You More Than My Dog ,” is a reminder that people are bound by emotion to the things they love. They are bound by emotion to behaviors they love. What binds dog lovers to their pets is the constant devotion they receive from them: a warm welcome. caring nature. selfless actions.

Culture 204

Culture Loyalty Customers Customer Experience 204

Beyond Philosophy

APRIL 17, 2015

Employee Experience and Customer Experience are linked. What is affecting one will affect the other. They are like an old married couple—when it works it is beautiful and inspiring; when it doesn’t, it is ugly and bewildering. Both members of this marriage have a voice. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization.

CEM 148

CEM Reference Employee Experience Books 148

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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.

Customers

Win the Customer

APRIL 2, 2015

'Twitter is an absolute essential for connecting with customers and clients in today’s competitive business environment. According to a 2014 study conducted by the University of Massachusetts Dartmouth, 83 percent of Fortune 500 companies maintain active Twitter accounts. The most successful of these businesses carefully craft tweets capable of building an engaged community.

Customer Experience 139

Customer Experience 2014 Culture Communication 139

Experience Investigators by 360Connext

APRIL 28, 2015

As readers of 360Connext are aware, microinteractions help form an integral part of any customer experience. Microinteractions are those little parts of the customer experience, often overlooked by organizations, that can have a big impact on the customer’s experience, such as the phrasing of an email, the verbiage on a sign, or the greeting an organization uses when answering the phone.

Customer Experience 296

Customer Experience Hotels Travel Customers 296

InMoment XI

APRIL 20, 2015

What does customer experience have in store for us in the future? According to MaritzCX experts Dave Fish, Dave Ensing, Michael Allenson, and Michelle Turner, the future is bright for brands that embrace customers’ desires for personalization and human connection. Leading edge companies are already changing their approach to CX–moving from reactive to pre-active and predictive measurement; enabling their.

Measurement 330

Measurement Article Connections Brands 330

Customer Bliss

APRIL 23, 2015

'In challenging times, beloved companies make decisions grounded in humility and grace, offering resolutions that honor customers, and show an intention to mend the relationship. Five decisions contribute to the delivery of a meaningful apology. That’s why deciding to “say sorry” is the final decision in my book, “I Love You More Than My Dog.”. 1.

Culture 217

Culture Books Customer Relationships Connections 217

Beyond Philosophy

APRIL 15, 2015

'Seventeen years after the prophetic Pine & Gilmore book and HBR article “ Welcome to the Experience Economy ” published, we see their concepts gaining momentum. In the past, companies embracing the concept were the exception; now embracing the Experience Economy is the rule. In other words, the idea of the Experience Economy is not just for organizations like Disney, Apple, and the Rainforest Café any more.

2012 124

2012 Consulting 2014 Airlines 124

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

Win the Customer

APRIL 13, 2015

'Customers today don’t just want more from their products and service providers, expectations really are higher than they’ve ever been. In a recent report by McKinsey, researchers pointed out that nearly 70% of the overall customer experience from a purchase is based on how customers feel they’re treated throughout the purchase process.

Customer Experience 136

Customer Experience Call Center Brands Communication 136

Experience Matters

APRIL 3, 2015

'I often say that the customer experience your organization delivers is a reflection of your culture and operating processes. In other words, what customers experience outside is based on what’s going on inside. To consistently differentiate your customer experience, you need to transform your culture. “Culture eats strategy for lunch” – Peter Drucker.

Culture 128

Culture Customer Connectedness Airlines Customer Centricity 128

Experience Investigators by 360Connext

APRIL 21, 2015

'I have a challenge for you. In the next few weeks at your organization, see if you can identify some themes. Keep a tally of how many times the product is mentioned compared to the customer, in any meeting. Be aware of how often product innovation is discussed as its own end goal, without mentioning how it meets the needs of customers. Listen to your salesperson’s product demo or and see how many times “this product,” “our product” or the name of the product is men

B2B 285

B2B B2C Social Media Innovation 285

InMoment XI

APRIL 1, 2015

How can we bottle up the intimacy of the connection that a small shopkeeper has with his or her customers but do it on a much larger scale? That was one of the recurring questions at the 2015 Next Generation Customer Experience conference I attended in San Diego, California last week. During one of the panels.

Chief Customer Officer 325

Chief Customer Officer 2015 Article Connections 325

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.

Customer Insights

Customer Bliss

APRIL 30, 2015

The information your customers give you includes the broken things blocking your customer reliability. Optimizing customer feedback is one of the most straightforward ways to garner the momentum for customer focus, yet most companies don’t do it in an organized way. You don’t need to spend millions on a “satisfaction” survey. You have the information right at your fingertips.

Feedback 196

Feedback Call Center Financial Customers 196

Beyond Philosophy

APRIL 14, 2015

'Getting the CEO’s support for any initiative is vital, but how do you tell whether his or her commitment is genuine? Over the 13 years I worked on Customer Experience, I learned the tell-tale signs of authentic commitment. Here is my check list of ways to see if your CEO is committed to your initiative. How to Check the Commitment of Your CEO: Count the number of times the CEO mentions Customers in any communication.

Chief Customer Officer 124

Chief Customer Officer CEM Call Center Customer Care 124

Michel Falcon Experience

APRIL 12, 2015

'How is your company making your customer experience effortless for your customers? What features, products, or systems are you creating to make doing business with your company as easy as ordering a pizza from Domino’s?A few years ago, it was mentioned that customer experience was the new battleground for businesses. Today,… Read More».

Customer Experience 167

Customer Experience Employee Experience Customers 167

ClearAction

APRIL 3, 2015

Why Customer Experience Excellence Requires HR Engagement. People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. So, it stands to reason that Human Resources (HR) departments have great potential to influence customer experience (CX).

Engagement 121

Engagement Customer Experience Government Culture 121

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

Contact Center

Experience Investigators by 360Connext

APRIL 16, 2015

'The world is changing, and fast. We’ve come to accept the incredible pace of innovation. But have you thought of how it’s impacting your customer’s expectations ? With the widespread acceptance of apps like Uber and Tinder , customers are demanding more personalized, instantaneous experiences. But many brands aren’t keeping up, leaving the door wide open for competitors to reap the rewards of meeting these demands.

Customer Expectations 282

Customer Expectations Retail User Experience Social Media 282

InMoment XI

APRIL 22, 2015

Automotive Industry Readers: For this week’s post I would like to introduce you to my colleague Dr. Dave Fish. Not only is Dave a first-class researcher but he is a preeminent forward thinker in the area of customer experience. He also headed up our auto practice a few years ago so he has a great.

Automotive 291

Automotive Article Customer Experience Customers 291

Customer Bliss

APRIL 2, 2015

'Companies that customers love work hard not to lose their personality—not in their products, not in their service, not in anything they do. They become beloved because of how they connect with customers in their lives. They relate personally with customers. And the beloved company’s personality comes through during any interaction with a customer. How would you rate your intent and ability to obsess about the moments of connection – the key interaction points with customers ?

Connections 172

Connections Culture Interaction Sales 172

Beyond Philosophy

APRIL 30, 2015

Keeping Customers is cheaper than getting new ones. Customer loyalty and retention are goals for most organizations as a result. In the past, some companies’ modus operandi to build their loyalty involved a loyalty card with additional benefits. However, these loyalty card benefits just became part of the offer over time. So now what do we do to build Customer Loyalty?

Loyalty 117

Loyalty Rewards Programs Loyalty Programs 2010 117

Advertiser: ZoomInfo

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.

Marketing

Michel Falcon Experience

APRIL 1, 2015

'Has your company designed your customer experience in a similar fashion to how you mapped out this year’s marketing efforts? In 2013, BC Business, a leading business publication in Vancouver, published a study that my team and I had produced.The study revealed that 87% of executives believed that their company was… Read More». The post The Parallels Between Customer Experience and a Rolls Royce appeared first on Michel Falcon Customer and Employee Experience Expert.

2013 158

2013 Customer Experience Fashion Employee Experience 158

PeopleMetrics

APRIL 17, 2015

'Today, we offer a guest post examining customer experience from a digital marketing perspective. This post was penned by Maya Nix, Marketing Content Producer for ClickTale. A recent Gartner survey found that 89% of companies plan to compete primarily on the basis of customer experience (CX) by 2016. With 2016 budgets and marketing plan deadlines around the corner, many digital marketing professionals are finding themselves scrambling to understand more about CX and how they can use it to rise a

Customer Experience 108

Customer Experience Marketing Wireless 2016 108

Experience Investigators by 360Connext

APRIL 30, 2015

Relationships come and go. It’s a fact of life, and it’s a fact of business. It’s not always due to a bad experience- sometimes it’s just time to move on. It’s important to always remember that it takes two to tango whether it’s a personal or professional relationship. If one of us just isn’t feeling it, it’s time. Whatever the reason, nobody likes a bad breakup.

Brands 266

Brands 2013 2014 Retail 266

InMoment XI

APRIL 10, 2015

Front line people are absolutely critical in delivering an amazing customer experience. They are what customers see — they are the face of the brand. One of the panel discussions at the 2015 CXFusion conference explored this very topic with some practical advice: 1. Keep it simple 2. Communicate often 3. Get the right people.

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2015 Article Communication Brands 227

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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

Customer Service Representative