Experience Investigators by 360Connext

APRIL 7, 2015

'Spring Break! Fun in the sun! Time away! And then that time you fly home with your family…only to be mistreated so incredibly that writing this blog seems like the only recourse I have. Let me present the facts. We booked a flight to Puerto Vallerta, Mexico in October. We flew from Chicago’s O’Hare airport at the end of March with a connecting flight in Dallas and made it Puerto Vallerta without a problem.

Airlines 307

Airlines Customer Experience Travel Books 307

InMoment XI

APRIL 10, 2015

Front line people are absolutely critical in delivering an amazing customer experience. They are what customers see — they are the face of the brand. One of the panel discussions at the 2015 CXFusion conference explored this very topic with some practical advice: 1. Keep it simple 2. Communicate often 3. Get the right people.

2015 227

2015 Article Communication Brands 227

Think Customers

APRIL 7, 2015

'As companies strive to cater more effectively to the omnichannel customer, many organizations find themselves struggling to find and hire marketers with required technology skills. For instance, while many marketing organizations have a voracious demand for people with analytics skills, just 26 percent of respondents to a global survey conducted by the American Management Association believe they have the ability to meet these requirements.

Technology 97

Technology Marketing Omnichannel Loyalty 97

Experience Matters

APRIL 6, 2015

'On April 28, 2010, I published the post Introducing Temkin Group, Customer Experience Transformation Consultancy. It’s hard to believe that we are about to celebrate our 5th anniversary. First of all, thank you ! We are incredibly grateful for all of our wonderful clients, team members, and the community of CX professionals who participate in our research and read our content.

2010 133

2010 Hospitality Webinar Consulting 133

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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.

Customers

Experience Investigators by 360Connext

APRIL 6, 2015

'Recently, I went behind the scenes at the world famous San Diego Zoo and the experience was so much fun! I was in San Diego for the Next Generation Customer Experience conference and when we were offered the opportunity as part of the conference schedule, I jumped at it. It all started with a bus tour, given by our smart and funny guide Brooke, and we learned fun facts as we looked at the exhibits.

Customer Experience 270

Customer Experience Customer Experience Professionals 2015 Roadmap 270

Think Customers

APRIL 8, 2015

'Back in the 90s, JCPenney launched its "Fashion Comes to Life" campaign in an effort to refresh its public image. Like many brands, however, the retailer has found cause to reinvent itself repeatedly over the past quarter century. Yet, while the years haven''t necessarily been kind to the department store chain, times have allowed its omnichannel customer service to grow and flourish.

Omnichannel 88

Omnichannel Customer Service Fashion Retail 88

Myra Golden

APRIL 9, 2015

The name is what draws people to the restaurant. Kd’s Southern Cuisine, owned by NBA MVP Kevin Durant. The name, more specifically, the owner is the sole reason I chose to dine at Kd’s. Kd’s looks like an unpretentious café in a new development, but it’s actually a fine restaurant flawlessly delivering southern cuisine, ambiance and a jaw-dropping customer experience.

Customer Experience 83

Customer Experience Customer Experience Design Customers Culture 83

Experience Investigators by 360Connext

APRIL 9, 2015

'What’s your customer experience mission? I have introduced the idea of customer experience to many people. I’m excited that it’s finally catching on! But it seems most business leaders have only a basic understanding of the phrase. When we get right down to it, they have a tough time determining what should be included in the customer experience mission.

Customer Focused 235

Customer Focused Multi-Channel Customer Centricity Magazine 235

InMoment XI

APRIL 10, 2015

Front line people are absolutely critical in delivering an amazing customer experience. They are what customers see — they are the face of the brand. One of the panel discussions at the 2015 CXFusion conference explored this very topic with some practical advice: 1. Keep it simple 2. Communicate often 3. Get the right people.

2015 200

2015 Article Communication Brands 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

Think Customers

APRIL 10, 2015

'In 2014, TeliaSonera International Carrier (TSIC) engaged Forrester Consulting to help assess its activities around customer experience, and to build a roadmap for its burgeoning CX program. TSIC is an international provider of telecommunication services with headquarters in Stockholm, Sweden, and offices in 14 other countries. It has grown from being the largest IP network in Europe to one of the top two global carriers powered by the Internet backbone, as ranked by internet performance analys

Telecommunications 79

Telecommunications 2014 Roadmap Consulting 79

Forrester

APRIL 6, 2015

'What''s the top imperative at your company? If it''s not a transformation to make the company more customer-focused , you''re making a mistake. Technology and economic forces have changed the world so much that an obsession with winning, serving and retaining customers is the only possible response. We''re in an era of persistent economic imbalances defined by erratic economic growth, deflationary fears, an over-supply of labor, and surplus capital hunting returns in a sea of record-low interes

2013 111

2013 2014 B2B Banking 111

Experience Investigators by 360Connext

APRIL 10, 2015

'In many ways, publicity and marketing set the stage for your customers, and it can lead to moments of delight or huge disappointment. Better marketing isn’t the lifeline. Recently, I was contacted by a marketing agency regarding one of their clients. The retail chain was having serious problems with their business results slipping. Certain stores were losing customers and revenue quarter after quarter, and the executive team was exerting a lot of pressure on their marketing agency to fix

Social Media 234

Social Media Marketing Customer Journey Mapping Consulting 234

Customer Enthusiast

APRIL 9, 2015

'I recently worked for a multinational retailer whose internal customer satisfaction survey analysis revealed some interesting findings: when they encounter an employee on the sales floor, customers have an overall better experience as evidenced by their reported 18 percent increases in both Overall Satisfaction and Likelihood to Recommend. In addition to double-digit increases in Overall Satisfaction and Likelihood to Recommend (a key indicator of customer loyalty), customers who encounter an e

Retail 73

Retail Sales Books Customer Satisfaction 73

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

Think Customers

APRIL 6, 2015

'When you think of a customer-centric organization, you may think of Starbucks, the Ritz-Carlton, or Zappos. Becoming customer-centric is the aspiration of many companies, yet few understand that getting there is a journey, not a destination. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Centricity 79

Customer Centricity Loyalty Customer Engagement Blog 79

Experience Matters

APRIL 10, 2015

'As a diehard Red Sox fan, I love the opening week of baseball. That’s why I decided to dig into our consumer benchmark data, which includes information about sports preferences. I took a look at the difference in MLB fans across genderations (a term I use for the mix of gender and age). No surprise, men like baseball a lot more than women across every age group.

Sports 102

Sports Consumers Customer Base Information 102

Forrester

APRIL 10, 2015

'On a recent podcast with my colleagues Deanna Laufer and Sam Stern , I was asked about the difference between business-to-consumer ( B2C ) and business-to-business ( B2B ) customer experience ( CX ). My answer is what I believe is the problem that vexes CX professionals trying to establish CX programs in B2B firms: In a given account there isn't one "customer"; there are many stakeholders whose interactions with the firm must help them be successful in their work.

B2B 104

B2B Customer Experience B2C Interaction 104

Heart of the Customer

APRIL 8, 2015

'As a CX profession we’re addicted to surveys. We want to know more about our customers, and a survey is our first response. A survey by itself is neither good nor bad. But what we forget is the unintended side effects of our surveys. Remember – how you survey your customers is another part of your customer experience. […]. The post It’s time to rethink transactional surveys appeared first on Heart of the Customer.

Customer Journey Mapping 94

Customer Journey Mapping Culture Customer Journey Customer Experience 94

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

Think Customers

APRIL 8, 2015

'Within the past few years, cloud computing has gained traction in the retail space as a means to provide a seamless customer experience. Stitching together customer touch points across brick-and-mortar stores, ecommerce, and call centers continues to be a major obstacle for retailers. But cloud computing offers a possible solution by allowing companies to connect various databases and deliver services at minimal capital expenses.

Retail 97

Retail Call Center Blog Connections 97

Experience Matters

APRIL 9, 2015

'Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, we track many consumer attitudes. To gauge the overall quality of life for the U.S. population, we created the Temkin Well-Being Index (TWI) based on a few of those attitudinal elements. The TWI is the average of three measurements that represent the percentage of U.S. adults (18 and older) who agree with these statements: I am typically happy.

2015 94

2015 Consumers 2014 Financial 94

Up Your Service

APRIL 7, 2015

'A friend of mine, the Head of a Middle School, wrote the following as part of his weekly letter to parents. He is working hard to balance change and innovation demanded by modern times with the tradition and process long revered in student education. His message also rings true for service innovation in business and government organizations: “When Brazil defeated Italy in 1970 for their third World Cup in 12 years, football aficionados claimed it was the greatest team ever with the greatest pla

Innovation 91

Innovation Customer Experience Government Customers 91

CX Journey

APRIL 9, 2015

'Image courtesy of afagen Are your customers raving fans or fairweather fans? Given that it''s the start of the baseball season, it was timely (albeit, intentionally so) that I received details about Brand Keys '' 23rd annual Sports Fan Loyalty survey results a few days ago. Brand Keys interviewed 250 self-declared fans in each baseball team''s area; insights from the interviews were designed to enable league and team management to identify improvement areas.

Sports 64

Sports 2015 Loyalty Entertainment 64

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Measurement

transcosmos Information Systems

APRIL 10, 2015

Customer service is mainly dependent on the people who deliver it. Sure you have the channels that will ensure quality customer service, but it will not run as efficiently if not for the people behind it. Hence, hiring the right kind to be part of your customer service team is very essential. When looking for customer service reps, you carefully filter the applicants who carry the best qualities and skills that meet the requirements of the job.

Customer Service Representative 78

Customer Service Representative Customers Customer Service Innovation 78

Customer Enthusiast

APRIL 9, 2015

I recently worked for a multinational retailer whose internal customer satisfaction survey analysis revealed some interesting findings: when they encounter an employee on the sales floor, customers have an overall better experience as evidenced by their reported 18 percent increases in both Overall Satisfaction and Likelihood to Recommend. In addition to double-digit increases in Overall Satisfaction and Likelihood to Recommend (a key indicator of customer loyalty), customers who encounter an em

Retail 44

Retail Sales Books Customer Satisfaction 44

InMoment XI

APRIL 8, 2015

The 2015 CXFusion conference has again served up a tremendous marketplace of ideas. From the theoretical to the practical, people have been presenting…and talking. And that’s the benefit. In her session today, Cameron Karr presented a hugely practical suggestion in explaining the benefits of your CX program to key decision makers of an organization.

2015 227

2015 Presentation Article 227

CX Journey

APRIL 7, 2015

'Image courtesy of dsearls Today''s post is a modified version of a post I originally wrote for Confirmit in March 2013. What steps are you taking to create a single view of the customer so that you can deliver a more-personalized customer experience? None? Don’t worry! You''re not alone. Why is this important? How do we achieve that single view of the customer?

Customer Journey Mapping 64

Customer Journey Mapping Customer Journey 2013 Touchpoint 64

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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