Experience Investigators by 360Connext
MAY 20, 2015
The following is a Best of 360Connext post. What is customer experience? According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy.
InMoment XI
MAY 21, 2015
Let me make a suggestion right out of the gate. While many customer experience practitioners have readily adopted customer journey mapping as a best practice, too many of us look at it as a “once-and-done” activity. We mistakenly see the effort to understand and document the customer journey as almost a checklist step in a. View Article.
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Beyond Philosophy
MAY 20, 2015
Lately, there has been a fair amount of productive dialogue as to whether service and experience are the same thing, i.e. a rose by any other name. It’s pretty well understood that service is a component of overall experiential value delivery. Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is j
Bill Quiseng
MAY 18, 2015
This week’s guest post is from Rhonda Basler , director of Customer Engagement at Hallmark Business Connections. I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here. I am convinced that if you commit to following consistently these five essentials, you will Deliver the World’s Best Customer Experience. .
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Experience Investigators by 360Connext
MAY 19, 2015
Understanding what your customers are doing when is such a sexy, intriguing topic. We all want to better comprehend why our customers behave the way they do and when they make certain choices. If we can understand that, then we can understand what and how and when to sell, communicate and appreciate them! That’s why customer journey mapping is such an inviting idea.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
MAY 21, 2015
Chipotle just announced they removed all the ingredients from their menu items that contain genetically modified organisms (GMOs). In a two-year process prompted by consumers’ growing concerns about the safety of long-term consumption of GMOs, Chipotle’s leadership feels this is about transparency and trust as much as health. Two years ago, the fast-casual chain revealed that GMOs permeated their menu, advising diners wishing to avoid them to order the pork carnitas, sour cream, and guacamole.
Customer Bliss
MAY 19, 2015
Are your employees clear about what you deliver to your customers and why its different? Would ten random employees in your company give the same answer when asked, “What is our purpose?” Clarity of purpose moves people from executing tasks to delivering experiences customers want to repeat and tell others about. Read More: What Defines Your Experience?
Customers That Stick
MAY 22, 2015
We wish that changing a customer service culture could be like turning a Jet Ski®. We slam the steering handles hard to the side, the Jet Ski® turns around almost on a dime, and within moments, we are speeding the other way at full speed. Sure, the turn is tough, and the sudden motion jerks both body and watercraft hard, but for a short, intense effort we are rewarded with a quick and complete turnaround.
InMoment XI
MAY 21, 2015
Let me make a suggestion right out of the gate. While many customer experience practitioners have readily adopted journey mapping as a best practice, too many of us look at it as a “once-and-done” activity. We mistakenly see the effort to understand and document the customer journey as almost a checklist step in a project.
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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
Beyond Philosophy
MAY 19, 2015
Having a great Customer Experience is no accident. Companies that excel in providing a great Customer Experience engaged in lots of deliberate designs to make their experience what it is today. Most importantly, those that are most successful have a special focus on the hidden experience, the emotional and subconscious parts of the experience that affect the behavior of their Customers.
Customer Bliss
MAY 21, 2015
In uncovering the intention and motivation of beloved companies, what becomes clear is that these companies defy traditional practices. They resist restricting customers and employees with a set of rules and regulations. In manufacturing, where friction between workers and management is almost unavoidable, it was reduced by a decision to build a partnership.
ijgolding
MAY 20, 2015
It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. It fills me with even less joy to have to do so about an organisation that I have previously admired. Regular readers of my blog know by now that I write about the good, the bad and the ugly when it comes to Customer Experience so that others may learn from the experiences that I and people in my networks have.
Ian Williams
MAY 18, 2015
Over the past few years, there has been increasing discussion around the importance of emotions in the development of customer experiences. And quite right too. When we have had a particularly positive or negative customer experience as a consumer, our emotions are brought fully into play. However different business disciplines that can be utilised to look at improving the customer-servicing processes within a company, such as Lean, Six Sigma or Systems Thinking, can often fail to embrace the im
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.
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Beyond Philosophy
MAY 22, 2015
Last week the UK elected a new government. All the polls leading up to the election said it would be a Hung Parliament, i.e. no one political party would be the outright winner/have a majority. On election night the Conservatives won a majority—a great shock to everybody! So why did people say they were going to vote one way and then change their mind?
Think Customers
MAY 18, 2015
Marketers have never been more integral to their organizations' growth as they are today. As a result, both marketing budgets and marketing's influence are on the rise. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Nimble
MAY 20, 2015
One of our associates is preparing to send her child, Evan, off to a 3-week overnight summer camp for the first time. Over the past few months she’s shared how the family went about selecting the right camp for them, and then the amazing job the camp did managing the experience after the selection and [.].
Strativity
MAY 20, 2015
I just returned from a great couple of days in San Diego at a Customer Experience conference. Even if the conference had only been so-so , it would be hard to visit San Diego and not have a great time. The perfect weather and stunning landscape make this town a little piece of paradise. Add to this the comings-and-goings of all kinds of amazing military hardware to and from the Naval Amphibious Base (home of the Navy Seals) on Coronado Island, and San Diego never fails to deliver.
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
Michel Falcon Experience
MAY 21, 2015
Is your company still busy wondering about the ROI of social customer service?Venture Beat published an awesome post on KLM, the European airline, on how their 150 social media customer service agents have generated annual revenue of $25 million through social media. For many social media pioneers this doesn’t come as… Read More». The post KLM and the Profitable Social Customer Service Agent appeared first on Michel Falcon Customer and Employee Experience Expert.
Think Customers
MAY 21, 2015
In the past week, I have booked a flight using a travel voucher, questioned a charge on my credit card bill, and bought an electric toothbrush. What do these experiences have in common? In each case, I had a relatively complex question and I received a helpful answer - without talking to anyone in person or by phone. Instead, with a little online research, I was able to identify which blackout dates applied to my travel voucher, clear the charge on my credit card bill, and learn the best setting
transcosmos Information Systems
MAY 18, 2015
Creating a positive customer experience goes beyond one company’s method of customer service. The manifestation of a remarkable customer experience is ingrained in the company’s culture. Observing the cultures of companies allows you to foresee in some way, how customers are dealt with and the kind of customer service they offer. Developing your customer service across known platforms such as front line, back office, IT, etcetera, can only take you so far, because if ultimately the company cult
Heart of the Customer
MAY 20, 2015
Who, exactly, is your customer? That might sound like a dumb question. We’re in customer experience. We’d better know the answer to that question! But for some, it’s not so easy to answer. B2B2C companies in particular often struggle with this. When your service is delivered through agents it’s easy to get confused. Is the agent my customer, […].
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Tricia Morris
MAY 18, 2015
Customers are changing the game when it comes to customer service, by changing the channels they use most. For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , respondents now say they are using self-service FAQ pages on a company’s website more often than speaking with a live agent on the phone.
Think Customers
MAY 21, 2015
Ready or not, marketers who are weary of pursuing millennials can look forward to targeting another demographic group: Generation Z. While people who were born in the mid 1990's still have limited spending power, they make up a quarter of the U.S. population and are expected to have an even greater digital impact on retail compared to their predecessors.
Experience Matters
MAY 18, 2015
Do you want to examine experiences through the eyes of your customers? Try using Temkin Group’s SLICE-B Experience Review Methodology. Download SLICE-B Scorecard (.pdf). SLICE-B is an Expert Review (a.k.a. Scenario Review) methodology where you go through a specific scenario with a specific customer type in mind, looking for experience flaws along the way.
Provide Support
MAY 18, 2015
Multitasking in customer service. It’s no secret that for many customer service jobs multitasking is an essential requirement. A common example of multitasking at work is a representative juggling numerous tasks at once like talking on the telephone, taking notes and checking emails at the same time. You might even wonder what’s so special about it – nowadays with the hectic pace of our daily lives, many of us get used to something like this.
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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.
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