Experience Investigators by 360Connext

SEPTEMBER 11, 2014

'The following is a Best of 360Connext post. I feel a little goofy describing why I’m passionate about the work I do. It sounds lofty; pretentious even. My work is definitely focused on for-profit organizations and much of what I do helps largish companies make more money. It’s not neurosurgery, philanthropy or “the next big thing.” But our mission is one I believe is important. “Creating fewer ruined days for customers.” Each little interaction we have with o

Hotels 231

Hotels Social Media Innovation Consulting 231

Beyond Philosophy

SEPTEMBER 9, 2014

'How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? What is going wrong here? Quite simply, on many occasions Customers don’t know what they want and will say the first thing that comes to their head. Therefore to discover this ‘hidden’ aspect of a Customer Experience you need to undertake a different form of research.

Hotels 161

Hotels 2014 2008 CEM 161

Customer Bliss

SEPTEMBER 9, 2014

'The experience you gain by working through the customer experience competencies and holding people accountable to customer metrics and accountability forums will condition the organization to redevelop the customer experience for greatest marketplace differentiation. For many people, this is what they thought was going to happen right away. Managing the corporate patience to develop the required competencies to establish a reliable experience is not easy.

Metrics 197

Metrics Leadership Feedback Customer Experience 197

Michel Falcon Experience

SEPTEMBER 9, 2014

'Being customer centric requires you to be able to operate from the viewpoint of the customer. In other words, can you remove yourself as a professional and make operational decisions based on how you would react if you were the customer? Too many companies claim to be focused on their customers but continue to pay lip service to genuinely becoming a ‘customer company.’ Video : What is a Customer Company?

Customer Centricity 137

Customer Centricity Customer Retention Download Customers 137

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Customers

ijgolding

SEPTEMBER 8, 2014

'I have often said in the past how lucky I am to have so many people share their customer experience stories with me. Sometimes the stories are difficult to hear. Sometimes the stories are inspiring. In all cases I believe that through the use of storytelling, it is possible to bring to life the significance of the customer experience in the organisations we work and interact with.

Customer Experience 131

Customer Experience 2014 Customer Expectations Customer Retention 131

Heart of the Customer

SEPTEMBER 11, 2014

'You would think that the return on customer experience is obvious. A better customer experience improves loyalty, and loyalty means you can spend more time serving customers than chasing new ones, resulting in cost savings. There are a number of studies that support this contention, including: Medalia reports that customers who report a great customer experience spend 140% more than those who report the worst experiences, and that a subscription-based customer are 72% more likely to remain a

Customer Experience 132

Customer Experience Net Promoter Score Seminar 2007 132

Experience Matters

SEPTEMBER 8, 2014

'Have you been to the CXPA’s Insight Exchange or to one of our local networking events ? They’re great. Why? Because CX professionals are a fantastic bunch of people. If you haven’t been to one of those events, then I highly urge that you do so in the future. CX professionals are a happy group. In Temkin Group’s research, State of the CX Profession, 2014 (which is free for CXPA members), we found that 98% of CX professionals agree with the statement “customer experience is a great profession to

Customer Experience 121

Customer Experience 2014 Social Media Events 121

Maz Iqbal

SEPTEMBER 8, 2014

'Let’s assume that you are a member of the leadership team for your organisation. Circumstances are such that you decide that your organisation needs to focus on customers and generate “total customer satisfaction” on the assumption that satisfied customers buy more of your stuff at higher prices thus generating higher profits. How would you go about it?

Customer Satisfaction 116

Customer Satisfaction Leadership Travel Measurement 116

Win the Customer

SEPTEMBER 12, 2014

'In digital world, thoughts and opinions are processed at lightning speed, so with the very real possibility of a customer’s negative experience going viral, businesses are making exceptional (and proactive) customer service an operational necessity.

Customer Service 137

Customer Service Customers 137

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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

Forrester

SEPTEMBER 11, 2014

'One of the most common questions I get from CX professionals is this: "How do I get my executives to support the work I''m trying to do?" In 2009, when the CX space was just starting to gain traction at the C-level, I wrote a report on that topic. I pulled that report up earlier this week to share with a colleague and realized that its key takeaways are as true today as they were five years ago.

Engagement 98

Engagement 2009 Culture Customer Experience 98

Experience Matters

SEPTEMBER 9, 2014

'We just published a Temkin Group report, ROI of Customer Experience, 2014. The research shows the connection between customer experience, loyalty, and revenue growth for 19 industries. Here’s the executive summary: To understand how customer experience corresponds to loyalty, we examined feedback from 10,000 U.S. consumers describing their experiences with and their loyalty to 268 companies.

2014 126

2014 ROI Net Promoter Score Customer Experience 126

Customer Enthusiast

SEPTEMBER 6, 2014

'Many companies have slogans that look good on websites, banners, and buttons, but often these slogans have little credibility among customers or employees. They are simply a set of words brainstormed at an ad agency that usually promise more than employees are prepared to deliver, and result in less than customers expected to receive. CVS Health has a slogan: “Health is everything.

Retail 86

Retail Exceptional Customer Service Books Customer Service 86

Beyond Philosophy

SEPTEMBER 9, 2014

'How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? What is going wrong here? Quite simply, on many occasions Customers don’t know what they want and will say the first thing that comes to their head. Therefore to discover this ‘hidden’ aspect of a Customer Experience you need to undertake a different form of research.

Hotels 75

Hotels 2014 2008 Books 75

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

Forrester

SEPTEMBER 12, 2014

'I love Europe. I especially love the fact that in a very real sense there is no "Europe" as such: The UK experience is not the German experience, which is not the French experience, which is not the Italian experience, and so on. Yet all of these countries are so close together that once I''m over there, I can visit a variety of very different cultures and architectures more easily than I can travel from Boston to Denver.

Customer Experience 92

Customer Experience Airlines Banking Hotels 92

CX Journey

SEPTEMBER 11, 2014

'Image courtesy of HuffPos t When you make organizational improvements - be they for the benefit of employees and/or customers - are your efforts spot on or misguided? I recently read an article about a new dress code being imposed on Wal-Mart employees (effective later this month). The purpose of the new dress code is to help customers more-easily identify employees.

Voice of Customer 63

Voice of Customer Employee Experience Financial Government 63

Maz Iqbal

SEPTEMBER 11, 2014

'Let’s assume that for the purposes of this conversation that when I use the term customer-centricity I am pointing towards a specific behaviours which show an organisation as being attuned and responsive to the needs of their customers – their core customer base. How should you go about effecting change in the behaviour of your people, your teams, your functions, your business units, your entire organisation so that your organisation shows up as customer-centric?

Customer Centricity 79

Customer Centricity Leadership Culture Feedback 79

Beyond Philosophy

SEPTEMBER 11, 2014

'Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. That is to say, Amazon has it—and Bank of America doesn’t.

Banking 60

Banking Culture 2003 2013 60

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

Forrester

SEPTEMBER 8, 2014

'In response to recent tragedies, many commentators have suggested requiring every police officer to wear a video camera and microphone at all times. Some activists even suggest that these videos be publicly live-streamed for maximum accountability. That''s not necessarily a bad idea, despite some technical, budgetary, and legal hurdles. Other commentators have pointed out that videos aren''t as objective as people think.

Measurement 82

Measurement Customer Experience Government Hotels 82

Storyminers

SEPTEMBER 8, 2014

'The market for mobile commerce is growing exponentially and shows no sign of slowing down. Fueling the growth are retailers that continue to improve the customer experience through responsive website design and mobile apps.

Magazine 78

Magazine Retail Blog Customers 78

CX Journey

SEPTEMBER 9, 2014

'Image courtesy of Dobi How is low trust impacting your organization? Your business results? I''ve written about trust at least a dozen times in the past. In response to my recent post, A Culture of Distrust , Richard Fagerlin reached out to me about his book Trustology : The Art and Science of Leading High-Trust Teams. He wanted to get my thoughts on his stance on trust.

Books 77

Books Culture Leadership Employee Experience 77

Beyond Philosophy

SEPTEMBER 9, 2014

'How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? What is going wrong here? Quite simply, on many occasions Customers don’t know what they want and will say the first thing that comes to their head. Therefore to discover this ‘hidden’ aspect of a Customer Experience you need to undertake a different form of research.

Hotels 60

Hotels 2014 2008 Books 60

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Measurement

Arie Goldshlager

SEPTEMBER 6, 2014

The choice between customer acquisition and retention is a false choice. I recommend instead employing a diversified and balance customer lifecycle management approach with customer acquisition, onboarding, development and retention elements. Customer Acquisition, Development and Retention are very connected and have many downstream and upstream implications.

Customer Retention 71

Customer Retention Customers Connections Management 71

Storyminers

SEPTEMBER 6, 2014

'Something better can happen for the customer, the employee and the business. This is the Triple Bottom Line Design. Build-a-Bear Workshops are a great example of how this works. It also works for B2B experience design. Learn more.

Workshop 69

Workshop Customer Experience Design B2B Customers 69

Service Untitled

SEPTEMBER 8, 2014

'I started Service Untitled way back in April 2006 to document my experiences running customer service teams at a variety of quickly growing companies. I wanted to learn from others and share what I had learned myself. As it turns out, running customer service at quickly growing companies took up a lot of time and as I continued to get busier in my “day jobs,” I had less time to blog.

2006 68

2006 2010 Blog Document 68

Touchpoint Dashboard

SEPTEMBER 9, 2014

'Mapping with Touchpoint Dashboard vs. Office Tools Customer experience professionals have shared these gripes about their experiences using Excel, Visio, PowerPoint, Post-It Notes and other tools to design customer journey maps: “I’m not sure how to get started — what’s the layout supposed to look like? Maps are too hard to update and take too […].

Customer Journey Mapping 54

Customer Journey Mapping Touchpoint Customer Experience Professionals Customer Journey 54

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Customer Engagement