Experience Investigators by 360Connext

FEBRUARY 9, 2015

'As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1. Mention customers in your KPI’s. Profit and revenue and new customer growth are important numbers to track, but it’s vital to include items like customer lifetime value , customer satisfaction and/

Customer Centricity 268

Customer Centricity Social Media Consulting Leadership 268

InMoment XI

FEBRUARY 12, 2015

Customer experience…it’s something we’re all very familiar with because, after all, while we might not all be customers during the day, all of us play one at home: we’re customers of utility companies, of retailers, of healthcare providers, and the list goes on and on. For that reason, we all know a great customer experience.

Customer Experience 291

Customer Experience Healthcare Retail Article 291

Customer Bliss

FEBRUARY 10, 2015

'Competency #1: Honor and Manage Customers as Assets. Know the Growth or Loss of Customers and Care About the “Why?”. With this competency, the goal is to align leaders to make a defining performance metric—the growth or loss of your customer base. Customer Asset Measurement is about knowing what customers actually did to impact business growth or loss versus what they say they might do via survey results.

Chief Customer Officer 166

Chief Customer Officer 2015 Metrics Leadership 166

Customers That Stick

FEBRUARY 12, 2015

'Meet Renee Cloyd! Renee Cloyd is a wife and mother of three young boys ages 11, 9 and 6 who balances her busy home life with a full time job as a Center Director at Christ Lutheran Children’s Center. At CLCC, we strive to provide a quality early childhood program. In our center, forming strong ties to the families and the community is the key to the success of our program.

Customer Experience 160

Customer Experience Books Sports Social Media 160

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Customers

Experience Investigators by 360Connext

FEBRUARY 12, 2015

'Software-as-a-Service, commonly referred to as SaaS, continues to grow in both size and scale. We use SaaS products for everything from payroll management to paying our taxes to publishing our newsletters to writing our books. SaaS is a great business model. Set up a service that is updated, integrated and easy for customers to use to get things done.

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

Win the Customer

FEBRUARY 8, 2015

'Customers are moving outside the purchasing funnel—changing the way they research and buy products and services. If your service experience hasn’t adapted, you’re falling behind. A customer-centric approach to service, integrating all available customer contact channels, needs to be based upon your customer journey. Every aspect of your service offering, sales and marketing efforts need to correlate and contribute […].

Customer Engagement 142

Customer Engagement Customer Experience Engagement Customer Centricity 142

Beyond Philosophy

FEBRUARY 10, 2015

'First impressions count. When you start a job interview one of the first things you will do is shake your prospective employer’s hand. What impression will they get of you by doing this? Handshakes can indicate many things. The strength of a handshake conveys a lot of information. From a firm to a limp handshake, each intensity communicates pertinent conscious and subconscious clues about your personality.

Reference 135

Reference Books Blog Leadership 135

Customer Bliss

FEBRUARY 12, 2015

'Competency #2: Align Around Experience. Give Leaders a Framework for Directing the Work of the Organization. Unite Accountability as Customers Experience You, Not Down Your Silos. Competency #2 gives leaders a framework for directing the work of the organization: requiring cross-silo accountability to deliver deliberate customer experiences. It unites the organization in building a framework for “Earning the Right” to Customer Asset Growth.

Chief Customer Officer 152

Chief Customer Officer 2015 Customer Journey Article 152

InMoment XI

FEBRUARY 12, 2015

Customer experience…it’s something we’re all very familiar with because, after all, while we might not all be customers during the day, all of us play one at home: we’re customers of utility companies, of retailers, of healthcare providers, and the list goes on and on. For that reason, we all know a great customer experience.

Customer Experience 200

Customer Experience Healthcare Retail Article 200

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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

FEBRUARY 10, 2015

'Net Promoter Score (NPS) is a powerful customer feedback method that can enable you to improve customer service results and enhance customer experiences. It may seem trite in this world of complex metrics and customer data overload, but this simple test of loyalty has formed the basis of game-changing improvements for thousands of companies. Most service surveys are […].

Net Promoter Score 131

Net Promoter Score Customer Experience NPS Metrics 131

ClearAction

FEBRUARY 11, 2015

Loving Customers for Customer Experience Excellence. "Payin' with lovin'" seemed like a clever twist on McDonald's advertising theme, "I'm lovin' it!" In a Superbowl ad, the company announced its random selection of customers to pay for purchases with "random acts of love", from the big game day through Valentine's day.

Customer Experience 111

Customer Experience Customer Experience Management Customers Loyalty 111

Think Customers

FEBRUARY 12, 2015

'A few weeks ago, many of our customer experience analysts including my colleague Maxie Schmidt and me were glued to our computer screens, watching a presentation by a big bank. It had introduced a tool to capture and manage ideas from its employees on how to improve the customer experience. This presentation mattered to us because only 25 percent of CX professionals say their companies'' CX programs actually improve customer experience.

Customer Experience 108

Customer Experience Banking Presentation Loyalty 108

InMoment XI

FEBRUARY 10, 2015

Marti Eulberg, a Director at Sonic Automotive, is passionate about the car buying experience and it shows. Sonic, the 4th largest dealer group in the US, set out to re-define the vehicle buying experience. They started with their used car facility at a pilot location in Thornton, CO last November. Marti spoke at our MaritzCX Automotive. View Article.

Automotive 200

Automotive Customer Experience Article Customers 200

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

Win the Customer

FEBRUARY 7, 2015

'The 2014 Global Customer Service Barometer by American Express found that 74% of Americans spent more money with companies that had previously provided them exceptional customer service. The survey also found that customers are far more likely to tell friends about negative customer experiences than positive ones. No matter how much time and effort you […].

Customer Service 136

Customer Service 2014 Exceptional Customer Service Call Center 136

Beyond Philosophy

FEBRUARY 12, 2015

'All in all, this was a bad year of Super Bowl ads. The only one I liked was McDonald’s. Their ad campaign, “Give Lovin’, Get Lovin’” is a great idea. Here is the ad in case you missed it. Through February 14th, 2015, Customers at the restaurant will be randomly selected to owe a new form of payment. Instead of cash or credit, they want their Customers to pay with lovin’, a play obviously off McDonald’s tagline, “I’m Lovin’ it.

2015 90

2015 Social Media Books Blog 90

Customer Enthusiast

FEBRUARY 9, 2015

'For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t. It’s true. While there are things that employees do have to do, providing exceptional customer service isn’t one of them.

Exceptional Customer Service 106

Exceptional Customer Service Leadership Poor Customer Service Customer Service 106

InMoment XI

FEBRUARY 10, 2015

Marti Eulberg, a Director at Sonic Automotive, is passionate about the car buying experience and it shows. Sonic, the 4th largest dealer group in the US, set out to re-define the vehicle buying experience. They started with their used car facility at a pilot location in Thornton, CO last November. Marti spoke at our MaritzCX Automotive.

Automotive 200

Automotive Customer Experience Article Customers 200

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

Win the Customer

FEBRUARY 9, 2015

'Offering world-class customer service varies little, in principle, whether you are serving coffee or installing servers. Get it right, and you can keep customers for life. Today is one of those rare occasions where I’m out on the road (well, train tracks), travelling up to the Midlands to see a client. And that means coffee. […].

Travel 135

Travel Communication Customer Service Customers 135

Experience Matters

FEBRUARY 9, 2015

'I recently posted about the Past and Exciting Future of the Customer Experience Professionals Association. After reviewing our progress over the last few years, I am even more excited about the future of the organization and what it means for CX professionals worldwide. In that post I unveiled an updated version of the CXPA.org’s mission statement: The Customer Experience Professionals Association is the premier global non-profit organization dedicated to the advancement and cultivation o

Customer Experience Professionals 101

Customer Experience Professionals Customer Experience Engagement Events 101

Kristina Evey

FEBRUARY 10, 2015

'The secret sauce to getting more customers and making more money? Show Your Customers The LOVE! Show Your Customers the Love. It doesn’t get any simpler than that. Think about the way we build personal relationships… we see someone we are attracted to, we do things to get them to notice us, we try to find out more about them, we do things to try to impress them, we pay attention to them, we notice what makes the happy and/or sad, we do our best to make them feel good or happy.

Customer Service 123

Customer Service Workshop Customers Webinar 123

InMoment XI

FEBRUARY 10, 2015

Marti Eulberg, a Director at Sonic Automotive, is passionate about the car buying experience and it shows. Sonic, the 4th largest dealer group in the US, set out to re-define the vehicle buying experience. They started with their used car facility at a pilot location in Thornton, CO last November. Marti spoke at our MaritzCX Automotive.

Automotive 200

Automotive Customer Experience Article Customers 200

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Measurement

Win the Customer

FEBRUARY 11, 2015

'The impact from the transition of a traditional economy to a social economy will begin in the contact center and spread to other sectors of business transforming customer experience as we know it. From backroom day-to-day operations to front-facing customer interactions and transactions, digital collaboration in business has become the way of work.

Call Center 122

Call Center Social Media Engagement Contact Center 122

Experience Matters

FEBRUARY 11, 2015

'Last year, I published a free eBook called People-Centric Experience Design (PCxD). Experiences are all about people, the customers who interact with your organization and the employees who shape those interactions. Most approaches to customer experience, from voice of the customer programs to customer journey mapping, deal with the logical, left-brain elements of customer experience.

Customer Journey Mapping 123

Customer Journey Mapping Customer Journey Interaction Customer Experience 123

Maz Iqbal

FEBRUARY 9, 2015

'Let’s imagine that you want to play the sales effectiveness game. What does it take to play this game well – effectively? At a minimum it takes folks in marketing and the folks in sales to play well together – as one team. Take a broader look, play with the time horizon, and you are […].

Leadership 78

Leadership Culture Sales Engagement 78

Customer Enthusiast

FEBRUARY 10, 2015

'The following is a guest post by Chip R. Bell , a renowned keynote speaker and the author of several best-selling books. His newest book is the just-released Sprinkles: Creating Awesome Experiences Through Innovative Service. I recently had keynoted a conference for a large bus manufacturing company. It got me thinking about what service would be like if choreographed through the lens of organizations renowned for those compelling story-telling customer experiences.

Hotels 74

Hotels Airlines Books Reference 74

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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