Experience Investigators by 360Connext
MAY 20, 2015
The following is a Best of 360Connext post. What is customer experience? According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy.
InMoment XI
MAY 15, 2015
Today, businesses of all types have an obsession with benchmarking. Whether the focus is NPS score rankings, JD Power awards, or another competitive CX measuring stick, companies are hyper-focused on benchmarks. Why are businesses so obsessed with benchmarking, and what results does that obsession create? Benchmarking can be very helpful to companies and their management.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Customer Bliss
MAY 14, 2015
A successful Chief Customer Officer/Customer Leader can: Bring folks together who don’t normally work together. Establish clarity out of the complexity that surrounds who does what on projects for “customers.”. Break the work into manageable chunks so that it doesn’t get abandoned. Develop “ownership” of the work by the operating areas. Consider their success as enabling the operating areas to focus and change.
Beyond Philosophy
MAY 14, 2015
People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Parature is a research and advisory firm specializing in communicating service-centric best practices. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of
Advertisement
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.
Bill Quiseng
MAY 18, 2015
This week’s guest post is from Rhonda Basler , director of Customer Engagement at Hallmark Business Connections. I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here. I am convinced that if you commit to following consistently these five essentials, you will Deliver the World’s Best Customer Experience. .
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
MAY 4, 2015
I recently had the opportunity to attend San Diego’s Next Generation Customer Experience conference and present a session on the role of mobile in closing the gap in customer experience. The conference attracted some of the biggest names in customer centricity from all over the retail, hospitality, and financial service industries. Each of the 260 attendees was a true expert in customer experience in his or her given field and lived and breathed the customer-first mindset.
InMoment XI
MAY 21, 2015
Let me make a suggestion right out of the gate. While many customer experience practitioners have readily adopted customer journey mapping as a best practice, too many of us look at it as a “once-and-done” activity. We mistakenly see the effort to understand and document the customer journey as almost a checklist step in a. View Article.
Customer Bliss
MAY 7, 2015
Attitudes and actions embody what is behind beloved companies. They take what informs their personal decisions with them into business. Here are three “get real” actions to build front line relationships with customers: 1. Get rid of the jargon in how you talk to and about customers. Take Action: Practice Getting Rid of the Jargon. 2.
Beyond Philosophy
MAY 20, 2015
Lately, there has been a fair amount of productive dialogue as to whether service and experience are the same thing, i.e. a rose by any other name. It’s pretty well understood that service is a component of overall experiential value delivery. Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is j
Advertisement
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
Win the Customer
MAY 3, 2015
Is the customer always right? Does that ultimately really matter? Every business owner or company manager needs to properly understand the needs of the customer because future business depends on it. Isn’t meeting customer needs really the main factor when it comes to the success of the business? If you can’t give what customers want, why […].
Customers That Stick
MAY 13, 2015
In the Temkin Group’s 2015 Experience Ratings Industry Snapshots, Internet Service Providers were ranked last out of 20 different industries. It’s no surprise; few people love their cable or phone provider, and among the least beloved is Comcast. Comcast announced recently that it will be putting a massive effort behind changing its customer service.
Experience Investigators by 360Connext
MAY 27, 2015
Have you ever considered the many, many ways content impacts the customer experience? I have. I’ve dwelled on it. And then I read Ann Handley’s book Everybody Writes and realized she was on to this idea, too. The first person in the world to have the title Chief Content Officer, Ann Handley is a veteran of creating and managing digital content.
InMoment XI
MAY 21, 2015
Let me make a suggestion right out of the gate. While many customer experience practitioners have readily adopted journey mapping as a best practice, too many of us look at it as a “once-and-done” activity. We mistakenly see the effort to understand and document the customer journey as almost a checklist step in a project.
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.
.png)
Customer Bliss
MAY 5, 2015
To make sure your customer experience work stays on track, you need to constantly manage these seven inhibitors of customer experience success: Inhibitor 1: Starting with a Mantra, Not an Action Plan . Often companies decide that they want to get some early traction by telling everyone to “focus on customer experience” What happens next is that people realize this is a big corporate priority and begin making plans, creating new scoreboards and taking action.
Beyond Philosophy
MAY 21, 2015
Chipotle just announced they removed all the ingredients from their menu items that contain genetically modified organisms (GMOs). In a two-year process prompted by consumers’ growing concerns about the safety of long-term consumption of GMOs, Chipotle’s leadership feels this is about transparency and trust as much as health. Two years ago, the fast-casual chain revealed that GMOs permeated their menu, advising diners wishing to avoid them to order the pork carnitas, sour cream, and guacamole.
Win the Customer
MAY 27, 2015
Creating a positive workplace culture is a critical investment that can transform an ordinary organization into a winning customer service experience power that contributes to employee engagement, creates customer loyalty, and cements long-lasting success. Recently the nation celebrated National Small Business Week, a full week that was dedicated to recognizing and rewarding small businesses throughout America.
PeopleMetrics
MAY 30, 2015
The mechanisms of business can be overwhelming. Even the simplest problems can splinter into energy-sapping challenges—rife with internal hurdles like politics, communication problems, or lack of support. In customer experience management , those challenges can threaten how we relate to customers as people. In our embrace of data points—armed with our head-down, hurdle-jumping mindset—we can turn our noble cause into an awful lot of work.
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
Experience Investigators by 360Connext
MAY 14, 2015
Running a business can stink. You have way too many things to worry about! If you don’t pay the bills, nobody does. If you’re not making money, there’s no way to pay those bills. Prioritizing tasks can seem nearly impossible when they’re piling up on you. And when we feel overwhelmed, many of us tend to leave these priorities up to the crisis du jour.
InMoment XI
MAY 21, 2015
Let me make a suggestion right out of the gate. While many customer experience practitioners have readily adopted journey mapping as a best practice, too many of us look at it as a “once-and-done” activity. We mistakenly see the effort to understand and document the customer journey as almost a checklist step in a project.
Customer Bliss
MAY 28, 2015
Beloved companies aren’t afraid to be themselves. They give employees permission to drop the “corporate veneer.”. They encourage employees to take the best version of themselves to work and into their relationships with customers. Beloved companies work hard to eliminate the feeling of “big company” and “little customer.”. The Container Store, urges their people to act so flexible that they give a “Gumby” award, to WestJet’s self-effacing title of “Big Shot” for their executives, the people insi
Beyond Philosophy
MAY 19, 2015
Having a great Customer Experience is no accident. Companies that excel in providing a great Customer Experience engaged in lots of deliberate designs to make their experience what it is today. Most importantly, those that are most successful have a special focus on the hidden experience, the emotional and subconscious parts of the experience that affect the behavior of their Customers.
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.
Win the Customer
MAY 4, 2015
We’re all heard the saying ‘The customer is always right’, but is that true? Well, it can’t be true because in fact the customer can often be wrong. However, what IS true is that ‘The customer is always the customer’; and regardless of the fact that he might be blatantly wrong, he is still your […].
ijgolding
MAY 25, 2015
I often have to remind myself that I am in a privileged position in my chosen profession. I am privileged because a multitude of organisations welcome me in to their inner sanctum to help them in their quest to become more customer centric. This enables me to continue my path on a never ending journey of insight and learning. As people we never stop learning and being able to see, feel and touch Customer Experience in its many stages of evolution is an amazing honour.
Experience Investigators by 360Connext
MAY 19, 2015
Understanding what your customers are doing when is such a sexy, intriguing topic. We all want to better comprehend why our customers behave the way they do and when they make certain choices. If we can understand that, then we can understand what and how and when to sell, communicate and appreciate them! That’s why customer journey mapping is such an inviting idea.
InMoment XI
MAY 15, 2015
Today, businesses of all types have an obsession with benchmarking. Whether the focus is NPS® score rankings, JD Power awards, or another competitive CX measuring stick, companies are hyper-focused on benchmarks. Why are businesses so obsessed with benchmarking, and what results does that obsession create? Benchmarking can be very helpful to companies and their management.
Advertisement
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
Expert insights. Personalized for you.
306 
Let's personalize your content