Experience Investigators by 360Connext

APRIL 21, 2015

'I have a challenge for you. In the next few weeks at your organization, see if you can identify some themes. Keep a tally of how many times the product is mentioned compared to the customer, in any meeting. Be aware of how often product innovation is discussed as its own end goal, without mentioning how it meets the needs of customers. Listen to your salesperson’s product demo or and see how many times “this product,” “our product” or the name of the product is men

B2B 285

B2B B2C Social Media Innovation 285

InMoment XI

APRIL 20, 2015

What does customer experience have in store for us in the future? According to MaritzCX experts Dave Fish, Dave Ensing, Michael Allenson, and Michelle Turner, the future is bright for brands that embrace customers’ desires for personalization and human connection. Leading edge companies are already changing their approach to CX–moving from reactive to pre-active and predictive measurement; enabling their.

Measurement 330

Measurement Article Connections Brands 330

Customer Bliss

APRIL 23, 2015

'In challenging times, beloved companies make decisions grounded in humility and grace, offering resolutions that honor customers, and show an intention to mend the relationship. Five decisions contribute to the delivery of a meaningful apology. That’s why deciding to “say sorry” is the final decision in my book, “I Love You More Than My Dog.”. 1.

Culture 217

Culture Books Customer Relationships Connections 217

Beyond Philosophy

APRIL 23, 2015

Two billion people now use smart phones, and in America, for at least two hours a day. Many Customers only Customer Experience with you might be a Mobile Experience. How will they feel about yours? What does your app say about you? The Economist’s recent article, “ Planet of the phones ” describes the smartphone as the defining technology of the 21st Century.

2020 107

2020 Customer Centricity Definition Books 107

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Customers

Experience Investigators by 360Connext

APRIL 23, 2015

'Have you ever struggled with how you can listen better to your customers? What if you have lots of them? What if they love your product enough to be passionate about sharing feedback? It can be a challenge to not only hear the feedback, but to then dispense it to the right groups within your organization. I was thrilled to have the opportunity to interview Amy Jackson, Senior Director of Brand Strategy and Consumer Marketing for TripIt from Concur while I was at the South By Southwest Interacti

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Experience Matters

APRIL 24, 2015

As part of our upcoming celebration of Temkin Group’s 5th year anniversary , I took a look at the readership levels on the Customer Experience Matters ® blog over the previous five years. Here the five most popular posts: Free eBook: The 6 Laws Of Customer Experience (July 2008). Although this eBook was published more than five years ago, it is the most popular content over the previous five years.

Net Promoter Score 106

Net Promoter Score Customer Journey Mapping 2013 2009 106

Beyond Philosophy

APRIL 21, 2015

How you feel at any given moment has a big effect on what you do. When someone is feeling happy, they may react to a situation much differently than they would when they feel stress. This is why in my new ebook Unlocking the Hidden Customer Experience: Short stories to ensure remarkable success we discuss the design of emotions into a Customer Experience.

Books 103

Books Blog Presentation Customer Experience 103

Sampson Lee

APRIL 19, 2015

'On a typical summer day in Hong Kong, the weather is hot and humid with lots of sunshine. I take the subway to a business meeting and when I come out of the station, a sudden and heavy rainfall has.

Chief Customer Officer 110

Chief Customer Officer Brands Management Loyalty 110

InMoment XI

APRIL 22, 2015

Automotive Industry Readers: For this week’s post I would like to introduce you to my colleague Dr. Dave Fish. Not only is Dave a first-class researcher but he is a preeminent forward thinker in the area of customer experience. He also headed up our auto practice a few years ago so he has a great. View Article.

Automotive 200

Automotive Article Customer Experience Customers 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

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Customer Enthusiast

APRIL 22, 2015

'A study by Maritz Research and Evolve24 revealed that of 1,298 Twitter complaints, only 29 percent were replied to by the companies in question. Yesterday, during a phone interview, I was asked, “Why do you think company representatives choose to ignore feedback from customers – whether through Twitter, Facebook, or some other channel?”. My response was that leadership at many companies is primarily concerned with short-term results, while discounting the long-term benefits that result from lis

Feedback 102

Feedback Social Media Leadership Customer Retention 102

Think Customers

APRIL 22, 2015

'In today''s hypercompetitive market, emotional branding has become an important part of a brand''s ability to win loyal customers. Technology advances and saturated markets have made many products and services interchangeable. And competing solely on price is an unreliable strategy. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Engagement 101

Engagement Customer Experience Loyalty Customer Engagement 101

Forrester

APRIL 20, 2015

'One week ago today we Bostonians enjoyed a picture-perfect opening day at Fenway Park. The sun was shining, temps finally warmed up after an abysmal winter, opening ceremonies paid tribute to local heroes like the Richard and Frates families*, and our beloved Red Sox beat the Washington Nationals 9-4. What I love about opening day at Fenway is the optimism, the sense that anything is possible.

2015 103

2015 2014 Customer Experience Measurement 103

InMoment XI

APRIL 22, 2015

Automotive Industry Readers: For this week’s post I would like to introduce you to my colleague Dr. Dave Fish. Not only is Dave a first-class researcher but he is a preeminent forward thinker in the area of customer experience. He also headed up our auto practice a few years ago so he has a great.

Automotive 200

Automotive Article Customer Experience 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

Experience Matters

APRIL 23, 2015

'Next Tuesday, April 28th , will be the 5th anniversary of this post: Introducing Temkin Group, Customer Experience Transformation Consultancy. That’s when we launched Temkin Group. It’s been a great five years and we are looking forward to celebrating the day with all of our clients, partners, and research followers. We invite you to participate in some of our activities to celebrate this wonderful milestone: Help us donate to charity.

Webinar 93

Webinar Brand Values Customer Centricity Leadership 93

Think Customers

APRIL 21, 2015

'In case you hadn''t heard, Google is introducing big changes to its algorithmic formula beginning today that will place increased weight on the mobile friendliness of a company''s website. If a company''s website isn''t deemed mobile friendly by Google (you can take the test here to find out), this will adversely affect the website''s ranking by Google and, as a result, the volume of traffic headed to the website along with the potential leads being generated.

Loyalty 82

Loyalty Customer Engagement Marketing Engagement 82

Forrester

APRIL 20, 2015

'One week ago today, we Bostonians enjoyed a picture-perfect opening day at Fenway Park. The sun was shining, temps finally warmed up after an abysmal winter, opening ceremonies paid tribute to local heroes like the Richard and Frates families,* and our beloved Red Sox beat the Washington Nationals 9 to 4. What I love about opening day at Fenway is the optimism, the sense that anything is possible.

2015 97

2015 2014 Customer Experience Measurement 97

InMoment XI

APRIL 20, 2015

What does customer experience have in store for us in the future? According to MaritzCX experts Dave Fish, Dave Ensing, Michael Allenson, and Michelle Turner, the future is bright for brands that embrace customers’ desires for personalization and human connection. Leading edge companies are already changing their approach to CX–moving from reactive to pre-active and predictive measurement; enabling their.

Measurement 200

Measurement Article Connections Brands 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

CX Journey

APRIL 21, 2015

'Image courtesy of xianrendujia What do your employees know about customer experience? I''ve been talking about the importance of employees to the customer experience since my days at J.D. Power and Associates 20 years ago; sadly, in the heat of customer experience design efforts, employees are still forgotten. Company executives say: " We''ll collect feedback from employees later.

Customer Experience 81

Customer Experience Roadmap Employee Experience Customer Experience Design 81

Think Customers

APRIL 24, 2015

One week ago today, we Bostonians enjoyed a picture-perfect opening day at Fenway Park. The sun was shining, temps finally warmed up after an abysmal winter, opening ceremonies paid tribute to local heroes like the Richard and Frates families,* and our beloved Red Sox beat the Washington Nationals 9 to 4.

2015 80

2015 Customer Experience Customers Customer Engagement 80

PeopleMetrics

APRIL 24, 2015

In working with CultureMetrics clients, we’ve found the common painpoint for many companies is the “How We Work Together” dimension. It’s not hard to understand why. Inside the walls, cubicle to cubicle, department to department—there are an awful lot of internal interactions to get right. But if we want to improve how we move customers through our businesses, then we need to focus on how we work together.

Customer Experience 110

Customer Experience Net Promoter Score Sales Customer Centricity 110

InMoment XI

APRIL 20, 2015

What does customer experience have in store for us in the future? According to MaritzCX experts Dave Fish, Dave Ensing, Michael Allenson, and Michelle Turner, the future is bright for brands that embrace customers’ desires for personalization and human connection. Leading edge companies are already changing their approach to CX–moving from reactive to pre-active and predictive measurement; enabling their.

Measurement 200

Measurement Article Connections Brands 200

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Measurement

Experience Matters

APRIL 21, 2015

'We just published the 2015 Temkin Forgiveness Ratings , the fifth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate the level of forgiveness earned by 293 organizations across 20 industries ( see.pdf with full list ). You can see all of the company data on the Temkin Ratings website. Download dataset for $295 ( download sample file ).

2015 105

2015 2014 Insurance Airlines 105

Customer Enthusiast

APRIL 21, 2015

'Have you noticed that lines to add tips before totaling amounts on charge slips and electronic point-of-sale (POS) systems have begun to show up in some unlikely places? There are two independent coffee shops in my neighborhood that require customers to choose from a range of gratuities (pre-calculated in the amounts of 15, 20, and 25 percent) before signing to authorize the transaction.

Presentation 71

Presentation Retail Books Customer Service 71

Heart of the Customer

APRIL 23, 2015

Transactional surveys are risky. With so much riding on them, there’s too much temptation to game the system – not just by front-line employees, but by managers as well. But healthcare brings it to a whole new level. As a part of the Affordable Care Act, hospitals are judged on standardized patient experience scores (called […]. The post What really matters in patient experience?

Hospitality 94

Hospitality Healthcare Management Customers 94

ijgolding

APRIL 21, 2015

'Do you work for an organisation that aspires to ‘put the customer first’? Have you listened to senior leaders in your business talk about the importance of ‘being customer centric?’ Does your company have a ‘value’, or ‘vision’ or ‘mission’ that makes reference to ‘focusing on the customer’?

Customer Centricity 99

Customer Centricity Customer Experience Reference Culture 99

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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