Experience Investigators by 360Connext

DECEMBER 22, 2014

'People who know me well would agree I’m mostly right-brained. Though I do like to dig into statistical analysis or metrics , I enjoy right-brained, creative and emotional activities much more. This happens to be an essential trait for reviewing, analyzing and improving customer experiences. A statistical analysis, properly conducted, is a delicate dissection of uncertainties, a surgery of suppositions.

Insights 242

Insights Social Media Consulting Connections 242

Beyond Philosophy

DECEMBER 26, 2014

'This time of year always has me thinking about the next one. It could be because I am already scheduling into January, February and so on, making next year feel even closer than it already is. Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you.

Net Promoter Score 167

Net Promoter Score NPS Customer Service Insurance 167

Experience Matters

DECEMBER 22, 2014

'I recently had the opportunity to hear Derrick Hall, CEO of the Arizona Diamondbacks , speak at the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. Hall was extremely passionate about customer experience. His goal: “Treat our fans, employees, and players better than any team in sports.” Hall’s perspective as a senior executive was so refreshing that I scheduled a follow-up interview.

Culture 125

Culture Sports Magazine 2005 125

Customers That Stick

DECEMBER 22, 2014

'The holiday season is upon us, and we’d like to express our appreciation and gratitude for your engagement with CTS this past year! We thank you for being a part of the CTS community and for sharing your customer service experiences with us here on the blog, on social media, and through email. In the spirit of the holidays, the CTS blog will be taking a break until the new year.

2015 99

2015 Social Media Blog Customer Service 99

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Maz Iqbal

DECEMBER 22, 2014

'Given that I find myself in the week of Christmas, it occurs to me that today is a great time to diving into caring. And in particular, I wish to make/introduce a distinction. Which distinction? I wish to distinguish between ‘caring about’ and ‘caring for’ Let’s start with the realm of Customer. Caring About Customers v Caring For The Customer.

Leadership 103

Leadership Customer Philosophy Loyalty Engagement 103

ijgolding

DECEMBER 22, 2014

'As we near the peak of the festive season, there are a number of annual rituals that I look forward to undertaking. Once presents have been opened and copious amounts of food and drink consumed, I settle in to the relative calm of the five days that separate Christmas and New Year. I have often looked forward to these days as a way of ‘clearing the decks’ ahead of another twelve months.

Loyalty 107

Loyalty Hotels 2015 Customer Retention 107

Andrew Mcfarland

DECEMBER 22, 2014

'Managing the customer experience in a large company requires a different set of core skills than in a small company. Large companies, focused on growth and Wall Street expectations on EPS, move all their investment into new products, cutting costs and acquiring new customers. Naturally this means that the existing customer base suffers. [.].

Customer Experience 114

Customer Experience Customers Customer Base Management 114

Think Customers

DECEMBER 21, 2014

'There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Loyalty 101

Loyalty Customer Engagement Blog Engagement 101

CX Journey

DECEMBER 23, 2014

'Image courtesy of Bazzerio Are you telling stories to engage your audience? Over the weekend, I took my kids and my parents to the California Science Center in Los Angeles to see Pompeii: The Exhibition. Walking through the exhibit, you see that each artifact has a placard on/near it with details about what the item is. If you''d like, you can also use an audio device that allows you to hear more details about many of the items.

Engagement 68

Engagement Transportation Employee Experience Events 68

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Strativity

DECEMBER 22, 2014

In recent years, receiving a patient experience survey to fill out along with discharge information has become an increasingly common practice. Sure, we’ve all experienced customer experience surveys that come along with most shopping trips, but a survey regarding your experience as a patient? The scores from these surveys, known as HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems), provide hospitals with valuable information about the patient experience.

Healthcare 52

Healthcare Customer Experience Hospitality 2014 52

Touchpoint Dashboard

DECEMBER 24, 2014

'Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX Journey™ on August 1, 2014. Did you know that the most important and most powerful training tool, the one that’s going to help your employees deliver a great customer experience, is a customer journey map? Does that […].

Customer Journey Mapping 61

Customer Journey Mapping 2014 Employee Experience Customer Journey 61

Think Customers

DECEMBER 24, 2014

'Whenever ''My Grown-Up Christmas List'' comes on the radio, I cannot help but pause to hear (and judge) the given singer''s word choice, for there''s one line that irks me beyond belief. You see, while many artists, such as Kelly Clarkson, prefer to sing the all encompassing "and everyone would have a friend," others opt for the exclusionary "and every man would have a friend.

Sales 85

Sales Blog Engagement 85

CX Journey

DECEMBER 26, 2014

'Image courtesy of nanagyei I originally wrote today''s post for Intradiem. It appeared on their blog on July 17, 2014. What is your company''s approach to change management? In a previous post , I wrote about the customer experience inflection point. I stated: There comes a time in every company’s history, present time, or future when it must change or adapt – or die.

Management 63

Management CEM 2014 Employee Experience 63

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

InMoment XI

DECEMBER 22, 2014

(This post was compiled by a team of MaritzCX experts. Each trend will be featured in subsequent posts providing even greater insight.) In Charles Dickens “A Christmas Carol” the Ghost of Christmas Yet to Come showed the frazzled Mr. Scrooge what might be become of him if he didn’t change his ways … immediately. Is.

2015 227

2015 Article Insights 227

Customer Bliss

DECEMBER 23, 2014

'Actions indicate what a company values. Actions show how much the company considered the customer. Actions reflect back on the company — giving customers a glimpse of who they are as people. How you choose to correct something that goes wrong, how steadfast you are in delivering the goods, ensuring quality, and giving people what they need – these actions expose what you value.

2014 176

2014 Culture Interaction Marketing 176

Think Customers

DECEMBER 23, 2014

'In this age of hyper-connectivity and transparency, business leaders are increasingly recognizing the importance of contributing to their communities and to society. As organizational leaders examine the intersection of community and business, there''s clearly an opportunity to do right by humanity while strengthening the brand and deepening customer relationships.

Customer Centricity 87

Customer Centricity Customer Relationships Blog Connections 87

Amity

DECEMBER 22, 2014

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. This is often a delicate balance that will need to be baselined and readjusted over the first few years that your Customer Success team is in operation.

Customer Success 64

Customer Success Customer Retention Customers Sales 64

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

InMoment XI

DECEMBER 22, 2014

(This post was compiled by a team of MaritzCX experts. Each trend will be featured in subsequent posts providing even greater insight.) In Charles Dickens “A Christmas Carol” the Ghost of Christmas Yet to Come showed the frazzled Mr. Scrooge what might be become of him if he didn’t change his ways … immediately. Is.

2015 200

2015 Article Insights 200

Maz Iqbal

DECEMBER 24, 2014

'Thank you. I take this opportunity to thank each and every one of you. When I speak “you” who is it that I am speaking of? I am looking at you: the person who subscribes to this series of conversations; the person who turns up here and listens to my speaking; the person who is sufficiently touched enough by my speaking and his/her listening to share his/her perspective – by commenting or by sharing through Twitter etc; and the person who reaches out to me and asks for my perm

Presentation 59

Presentation Blog Connections Customers 59

Forrester's Customer Insights

DECEMBER 23, 2014

'China has experienced a fast expansion of credit card usage in the past 10 years, accumulating more than 390 million credit cards by the end of 2013, around 16 times more than 2003. But Chinese banks suffered from low activation rates of credit cards. In my recent report , I found China CITIC Bank (CNCB) faced a similar challenge; their 21 million credit cards had less than 20% activation before 2012.

Banking 45

Banking 2012 2003 2013 45

Beyond Philosophy

DECEMBER 22, 2014

'Cooties, or as British would call it, “the dreaded lurgi”, rule your life when you are six and associated with a classmate with which you either are or aren’t friendly. Most of us know that there is no such thing as a cootie, or a lurgi. But when it comes to Customer Experience, Cooties are a real thing and they are affecting the decisions that your Customer’s make.

Customer Experience 161

Customer Experience Books Customer Centricity Customers 161

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Measurement

InMoment XI

DECEMBER 22, 2014

(This post was compiled by a team of MaritzCX experts. Each trend will be featured in subsequent posts providing even greater insight.) In Charles Dickens “A Christmas Carol” the Ghost of Christmas Yet to Come showed the frazzled Mr. Scrooge what might be become of him if he didn’t change his ways … immediately. Is.

2015 200

2015 Article Insights 200

Forrester's Customer Insights

DECEMBER 23, 2014

'Industry analysts know that major M&A deals, product announcement, and organizational changes can come at any time. But it still surprises us a little when a major player like Oracle announces a significant acquisition just days before Christmas. At any rate, Santa has come early for both Mr. Ellison and the Datalogix team this year. We've just published a Quick Take on our perceptions of the deal, which holds a lot of promise.

2015 45

2015 Advertising Technology Customer Insights 45