Experience Investigators by 360Connext
NOVEMBER 13, 2014
'Customers need reassurance. The latest Retail Customer Experience report, Retail Future Trends 2015 , highlights how both consumers and retailers are feeling about trends in retailing. The trends covered include everything from the fall of the shopping mall to the confusion around bitcoins. The survey results from consumers highlighted what customers are really seeking.
Beyond Philosophy
NOVEMBER 11, 2014
'“ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires. He had recently joined the team of Mercedes who were waiting for him but his decade long habit of seeing the McLaren (his former team) mechanics outfit (cue) and stopping in for a change of tyres (routine) kicked in.
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Customers That Stick
NOVEMBER 10, 2014
'Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 36: October 2014. Thoughts on the Customer: The Omnipresent Customer. If you are involved with customer experience at any level, you have likely heard the word “omnichannel” so many times in the last few years that you are seriously considering naming your next pet Omni.
Michel Falcon Experience
NOVEMBER 10, 2014
'There isn’t much that will make me miss a Monday Night Football game. Especially when the Washington Redskins are playing. A couple of weeks ago the Redskins battled the Dallas Cowboys, their division rival. I watched every down. The Redskins defense was on point, their third string QB (Colt McCoy) was leading the team and they came out with the win in overtime.
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Experience Investigators by 360Connext
NOVEMBER 10, 2014
'Is mystery shopping a business-to-business (B2B) organization possible? The short answer is yes. The long answer is it’s possible, but not easy. Traditional mystery shopping in the business-to-consumer (B2C) model is somewhat straight-forward. In a retail setting, mystery shoppers are sent in with specific tasks and questions to answer about their experience.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customers That Stick
NOVEMBER 13, 2014
'Meet Sean Hawkins! I am a Customer Experience and Contact Center Manager with over 15 years of contact center experience. My years in contact center leadership have provided me a solid understanding of the call center environment. I have a terrific pulse on incorporating innovation into the contact center having implemented social, outsourcing partners, new technology, and new products, while maintaining an award-winning contact center.
ijgolding
NOVEMBER 9, 2014
'If you are a regular reader of my blog, you will be aware that I am regularly referred to stories of both great and not so great Customer Experiences. As I am a big believer in the use of stories to bring Customer Experience to life, I feel that I am very fortunate to be allowed to share some of these stories with a wide audience. This week I have been given permission to share a story of the ‘not so great’ variety.
Experience Investigators by 360Connext
NOVEMBER 12, 2014
'The Power of Identity. The North Face asked customers to walk their talk recently in Korea. In this viral video, customers who identified as those who seek adventure were given a choice. Start climbing the walls or the floor goes away. Literally. This is such an amazing example of experiential marketing. And it’s a great way to help customers identify with your products and experience.
Beyond Philosophy
NOVEMBER 10, 2014
'Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. It’s a simple concept, really. Simple yes… but is it happening? No. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Despite understanding, many organizations still reward on operationally focused Key Performance Indicators (KPIs) like sales and productivity.
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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
Experience Matters
NOVEMBER 14, 2014
'Last week I attended the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. It was an excellent event. I was impressed by what the CSL is doing to equip future customer service/experience leaders. One of the speakers was Mike Gathright, Director Americas Customer Services at Amazon.com. He describe Amazon.com as “The Earth’s Most Customer-Centric Company,” or just EMC 3.
Maz Iqbal
NOVEMBER 11, 2014
'What Customer Experience Paths Are Organisations Taking? It occurs to me that under the Customer Experience umbrella one can pursue several distinctive paths. What might these paths be? One there is the lets suck less path. This almost always involves looking at way of reducing customer effort at specific touchpoints e.g. call-centre, or specific customer interactions e.g. when buying something.
Think Customers
NOVEMBER 10, 2014
'Visual content is changing social media and marketing campaigns. Businesses are finding that content that contains images is more valuable for businesses, as it has a higher chance of being shared than anything else on social media with statistically more page visits and increased engagement. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
ijgolding
NOVEMBER 13, 2014
'I have always described Ryanair as ‘the brand we love to hate’ Famed for its ‘no frills’ approach, for years, millions of consumers decided that despite the appealing cost, the un-acceptability of the Ryanair experience was a big turn off. Equally as many millions of consumers were prepared to put up with the ‘no service’ proposition and until recently, Ryanair CEO Michael O’Leary revelled in the financial returns that this strategy delivered.
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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PeopleMetrics
NOVEMBER 13, 2014
'Without getting overly dramatic, taking my car to a mechanic is THE WORST THING ALWAYS FOREVER. My apologies, to both you and my shift key. I know. It’s not that bad. But let’s agree that taking a car to a mechanic is an extremely vulnerable and anxious situation for the average customer. First, Three Things to Consider. For the sake of understanding, I’d like to start with three facts about me: I bought a car within the last year.
customer sure
NOVEMBER 11, 2014
In the last few weeks you might have noticed that we’ve changed course on our blog strategy. Because it turned out that targeting keywords and increasing frequency was too blunt an instrument, however authoritative the material. The break-through (and we’re kicking ourselves for not realising it before) was to think less about the supposed ‘formula’ for growing traffic, and more about our target audience.
Maz Iqbal
NOVEMBER 13, 2014
'giffgaff : Wow! What A Delightful Experience. Youngest, daughter, has ‘lost’ her mobile phone. So she logged me into her giffgaff account on the website. I clicked the “Help” tab. Then I clicked “Lost & Stolen” Then I chose “Lost Both My Phone and SIM” At this point I was expecting to be told that the phone and SIM had been blocked.
Experience Matters
NOVEMBER 11, 2014
'Voice of the customer programs are a cornerstone for most customer experience efforts. That’s why Temkin Group put together this infographic with insights from our research. Here’s a poster version and you can see the full infographic below. I hope you enjoy it. Here are links to download versions of the infographic: Poster (18′ x 24″) in.pdf file or in.png file.
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
PeopleMetrics
NOVEMBER 10, 2014
'In a world beholden to entropy, crafting a smooth, effortless customer experience is easier said than done. Seamless experiences are gaining momentum in customer experience strategy, with some research even suggesting they can accelerate levels of brand commitment. Even if you have an idea of the issues, how do you utilize your customer feedback to identify areas of friction and prioritize where to take action?
Think Customers
NOVEMBER 11, 2014
'Until last week, I would''ve guessed John Lewis was merely some faceless man I''d never met. But, thanks to the brilliant minds behind the brand''s latest holiday ad campaign, this U.K. department store can officially claim responsibility for making my heart grow three sizes in just two minutes'' time. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Win the Customer
NOVEMBER 11, 2014
'You don’t need me to tell you retail is changing fast, but with so much happening at once, it’s difficult to get real advice about trends you can start following today. Here’s your go-to guide to help keep you on top of retail developments while they’re happening so you too can be at the front of […].
Customer Enthusiast
NOVEMBER 12, 2014
'In 1989, Stephen R. Covey’s perennial book, The 7 Habits of Highly Effective People was published. It must have resonated, having sold more than 25 million copies in 40 languages throughout the world. Over the past decade or so, when I’m asked for business book recommendations and suggest this title, I detect disappointment and a casual dismissal of the book.
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Heart of the Customer
NOVEMBER 13, 2014
'Do you trap your customers? Do you try to force customers who use one product to use another? Microsoft certainly has a reputation for entrapment. Get you in and trap you in our system. And it looked like this was going to be another of those stories. I recently installed Office 365 on my iPad. I loaded it up, but couldn’t figure out how to access my Dropbox files.
Think Customers
NOVEMBER 14, 2014
'If you weren''t looking, you might have missed a major recent development in federal customer experience (CX). In August, the White House announced the creation of the U.S. Digital Service (USDS), a team of experienced technologists based in the Office of Management and Budget and led by Deputy Federal CIO Mikey Dickerson. The team''s job, simply put, is to improve federal CX by establishing digital services standards and accountability, identifying scalable customer-facing CX technologies for
PeopleMetrics
NOVEMBER 12, 2014
'“You cannot unify everyone’s thoughts, but you can unify everyone through a common goal.” – Jack Ma. Culture defines who we are and what we value. It is what we base our decisions and viewpoints on, yet it is so hard to pinpoint and describe. Learning from the World’s Greatest Bazaar. Alibaba , now with more than double the sales than Amazon, knows a thing or two about the importance of setting clear values.
Kristina Evey
NOVEMBER 13, 2014
'The POSITIVE Impact of Customer Service… I typically let you know how much poor customer service is COSTING your company. This week, my news is much more positive and I can show you to make them work for you. So, here’s the low down… 70% of customers cite the MAIN reason they stop doing business with a company is ONLY because of how they were treated.
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