Experience Investigators by 360Connext

JANUARY 26, 2015

'While many of the readers of this blog (that’s you!) are familiar with customer experience terms and ideas, most people still are not. It’s not uncommon to get a bit of a long stare after I answer the question of “ what do you do ?” at a cocktail party or on an airplane. So I explain our work of helping companies and organizations understand the true experience of their customers, leading to improved experiences.

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

InMoment XI

JANUARY 28, 2015

My team and I have been lucky enough to have worked on customer experience optimization projects with more than a dozen major health insurance carriers over the past couple years. Many of these client relationships were a direct byproduct of the Affordable Care Act (Obamacare) and its impact on the industry. There’s no secret that.

Insurance 227

Insurance Loyalty Article Customer Experience 227

Customer Bliss

JANUARY 29, 2015

'Here are three actions (and the need for a lot of responses) to help you pull the customer experience work into focus: 1. Know Where You Are In the Process. You have assembled many groups of people in the company to identify customer touch points. Yes _ No _. You have brought in customers to validate and course-correct our findings. Yes _ No. You have now held numerous sessions and people are starting to wonder what you are going to do with this mapping.

Customer Experience 180

Customer Experience Roadmap Metrics Customers 180

Customers That Stick

JANUARY 29, 2015

'Meet Carol Euliss! I have been an RN for 36 years, a childbirth educator for 20 years, and a doula for 16 years. I have worked for Community Health Network in Indianapolis, IN for 27 years. I teach classes, coordinate a hospital based doula program, and attend births in the role of a doula. I have been privileged to assist hundreds of babies into the world and help families have positive birth experiences.

Customer Experience 150

Customer Experience Hospitality Social Media Sports 150

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Experience Investigators by 360Connext

JANUARY 27, 2015

'Customer experience is all about people. Customer engagement and satisfaction are great concepts, but creating outstanding customer experiences comes down to simple personal interaction and care. I recently had an experience that reminded me just how far passion and care can take you when it comes to customer experience. Last week, I met a man named Franc Zamudio , founder and manufacturer at ModTimber , a custom reclaimed furniture design shop out here in Oakland, California.

Customer Experience 265

Customer Experience Customers Leadership Customer Engagement 265

Beyond Philosophy

JANUARY 28, 2015

'In this series, professionals share how they rocked — or didn’t! — the all-important first 90 days on the job. Follow the stories here and write your own (please include the hashtag #First90 in the body of your post). First impressions are vital. However, the actions during the first 90 days of anybody’s new job are more important to forming a good and hopefully lasting relationship with your new employer.

CEM 146

CEM Books Webinar Customer Centricity 146

Win the Customer

JANUARY 29, 2015

'The secret to Ritz-Carlton customer service lies in its strict adherence to its “Gold Standards” that include the Credo, the Motto, the 3 Steps of Service, the 20 Basics, and the Employee Promise. Service at the Ritz-Carlton is so outstanding at the hotel company that it has won the coveted Malcolm Baldridge National Quality Award twice, […].

Customer Service 144

Customer Service Hotels Culture Customers 144

Experience Investigators by 360Connext

JANUARY 30, 2015

'A group of grocery stores is causing a stir in Chicagoland. Mariano’s , owned by the larger Roundy’s organization, moved into the Chicago market a few years ago and continues to gain fans. With the personalized service, outstanding selection and in-store cafe options, they’ve built a loyal following of customers. I didn’t have much experience with Mariano’s simply because there isn’t one in my part of town…yet.

2013 252

2013 Customer Service E-support 2014 252

InMoment XI

JANUARY 27, 2015

As I’ve written before, I have the distinct privilege of working with more than 15 health plans throughout the US to consider new approaches and strategies to member engagement, loyalty and profitability as they continue on their own journeys to greater member centricity. While I work with many plans both in the commercial as well.

Customer Experience 200

Customer Experience Loyalty Article Engagement 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

Bill Quiseng

JANUARY 26, 2015

One of the real benefits of social media is connecting with people from around the world who we would otherwise not meet. I especially appreciate meeting individuals who are as committed as I am to helping small businesses create a customer experience that builds loyalty. This week’s guest post is from Adam Ramshaw based in Australia. Once you read his post, you will see Adam shares that commitment.

Return on Investment 126

Return on Investment Social Media Loyalty Download 126

Beyond Philosophy

JANUARY 26, 2015

'President Obama’s sixth address to the union was last night. He touched on several key issues citizens in the US are familiar with from unrest in the Middle East to the need for better opportunities for middle-class families to thrive in the economy. One interesting bit of his speech touched on an important issue for Customer Centricity: data breaches.

Customer Centricity 103

Customer Centricity CEM Books Government 103

Experience Investigators by 360Connext

JANUARY 28, 2015

'Have you ever not realized how great something was until after you should have? A friend who is more “there for you” than you ever realized. A car that isn’t quite as finicky as you thought. Or a colleague who maybe isn’t so bad after all. We’ve all been there, and I had my “a-ha” moment recently regarding an exceptional customer experience I have on a daily basis.

Customer Experience 233

Customer Experience Blog Customers Loyalty 233

InMoment XI

JANUARY 27, 2015

As I’ve written before, I have the distinct privilege of working with more than 15 health plans throughout the US to consider new approaches and strategies to member engagement, loyalty and profitability as they continue on their own journeys to greater member centricity. While I work with many plans both in the commercial as well.

Customer Experience 200

Customer Experience Loyalty Article Engagement 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

Heart of the Customer

JANUARY 28, 2015

'As part of the launch of our new website, I’m interviewing Annette Franz, author of the popular Customer Experience (CX) blog CX Journey. In addition to her blog, Annette and I volunteer together as CX Experts at the Customer Experience Professionals Association (CXPA). We’re discussing all things journey mapping. Jim: So Annette, let’s start. You’ve […].

Customer Journey Mapping 141

Customer Journey Mapping Customer Experience Professionals Customer Journey Blog 141

Win the Customer

JANUARY 28, 2015

'The telephone has been proven to be the most basic and core tool for any organization to truly understand its customers and effectively serve them. I recently attended the Association of National Advertisers’ 2014 Masters of Marketing Conference, alongside some 2,800 other marketers and vendors. Throughout the event, the concepts of brand purpose and listening, as well as […].

Customer Service 136

Customer Service 2014 Call Center Advertising 136

ClearAction

JANUARY 28, 2015

Exploring the Elusive ROI of Customer Experience Management. Many of us subscribe to customer experience management (CXM) as promising substantial business results by (a) encouraging customers to say great things about your company (growing the funnel of prospective buyers) and by (b) encouraging customers to buy more (expanding share of budget, buying from more product lines, and buying premium offerings).

ROI 89

ROI Customer Experience Management Customer Experience Management 89

InMoment XI

JANUARY 28, 2015

My team and I have been lucky enough to have worked on customer experience optimization projects with more than a dozen major health insurance carriers over the past couple years. Many of these client relationships were a direct byproduct of the Affordable Care Act (Obamacare) and its impact on the industry. There’s no secret that. View Article.

Insurance 200

Insurance Loyalty Article Customer Experience 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

Maz Iqbal

JANUARY 29, 2015

'Back in 2011 I asked this question: Customer Experience: What About The ‘Product’? And I ended that conversation with the following assertion: The product is not in one domain and Customer Experience in another domain. Any serious examination of the Customer Experience has to grapple with the product and how well it does the job that […].

Loyalty 85

Loyalty 2011 Customer Experience Customer Experience Management 85

customer sure

JANUARY 29, 2015

Takeaway: Respond politely, promptly and sincerely to negative reviews. Apologise, fix the problem and demonstrate your dedication to service to prospective customers. Reading time: 7 minutes. There’s a ton of value to be had from reviews. Even negative reviews. But what’s the best way to approach your response? Every online business will receive negative reviews once in a while.

Feedback 117

Feedback Customer Service Communication E Commerce 117

Forrester

JANUARY 25, 2015

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

Customer Experience 87

Customer Experience Banking Presentation Voice of Customer 87

InMoment XI

JANUARY 28, 2015

My team and I have been lucky enough to have worked on customer experience optimization projects with more than a dozen major health insurance carriers over the past couple years. Many of these client relationships were a direct byproduct of the Affordable Care Act (Obamacare) and its impact on the industry. There’s no secret that.

Insurance 200

Insurance Loyalty Article Customer Experience 200

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Measurement

PeopleMetrics

JANUARY 30, 2015

'In a tough financial stretch, the Brown family decided to cancel its Comcast cable service. And what started with a sensible budgeting decision turned into name-calling. As reported by Christopher Elliott (and later, CNNMoney ), when Ricardo Brown received his last bill, he noticed a not-so-subtle change to his name: (from Elliott.org). Ricardo’s wife, Lisa, tried to fix the issue herself.

Customer Experience 74

Customer Experience Customer Centricity 2014 Culture 74

Storyminers

JANUARY 26, 2015

'From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.

White Paper 70

White Paper Customer Experience Design Article Blog 70

Middlesex Consulting

JANUARY 25, 2015

'When I was on active duty in the Army, I had a sign on my desk that proclaimed “Protest Against The Rising Tide of Conformity” Great message - wrong location! The brass had a hard time figuring me out but put up with me because I had some offsetting qualities. Today, B2B tech companies are still struggling with this message, which is now labeled “differentiation” And whether you provide products, services, or both, you are now trying to make your offerings unique while r

Call Center 60

Call Center Airlines Culture B2B 60

InMoment XI

JANUARY 27, 2015

The Automotive News World Congress is held just prior to the NAIAS (Detroit Autoshow) and if you have a chance, you really need to go. Great conference. Industry executives spoke very candidly about the state of their business and what they foresee for the industry in 2015 and beyond. Amongst others, Mary Barra, Sergio Marchionne, Joe Henrichs, and Elon.

Automotive 200

Automotive 2015 Customer Experience Article 200

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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