Alida

JUNE 3, 2016

The days of data tables, 100-slide presentations and 300-page reports are done. Today, storytelling is the key to communicating research findings in ways that create impact. Storytelling is the best way to engage your audience and ensure that your message is received, understood, passed on and acted upon. One challenge researchers have to address is using storytelling in the context of evidence-based decision making.

Presentation 188

Presentation 2016 Entertainment Reference 188

Customer Bliss

MAY 31, 2016

Quick Episode Overview. I talk with Curtis Kopf in this episode. Curtis was deeply embedded with customer experience at Alaska Airlines before moving to Premara Blue Cross. We discuss the value of building bridges, listening tours, asking the right questions, using analytics wisely, and how conversations drive customer experience. . About Curtis . Curtis is a visionary leader and digital innovator who has built industry-leading customer experiences at Alaska Airlines, Microsoft and Amazon.com.

2016 158

2016 Airlines Connections Insurance 158

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s Lynn Hunsaker. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? Is it as natural and advantageous as the C-team expects? It all depends on motives and perspective. How Marketers Think of Customer Experience. Marketing professionals think of customer experience in terms of their deliverables: the user experience of websites, campaigns, events, research, content, social media, and so forth.

2016 97

2016 Marketing Customer Experience Chief Customer Officer 97

Customers That Stick

MAY 31, 2016

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog customer-service-techniques

Customer Service Training 112

Customer Service Training 2016 Customer Service Customers 112

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Beyond Philosophy

MAY 31, 2016

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Today, there’s a lot of discussion among corporate strategists, and even senior HR folks, about “putting employees first”. Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience. What takes precedence, employees or customers? Which came first, cowboys or saloons? Chickens or eggs?

2016 111

2016 2003 Chief Customer Officer Travel 111

Joe Rawlinson

JUNE 1, 2016

As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. In 2015, 47 percent of U.S. corporate executives said their customers’ service expectations were higher than three years ago, while 35 percent said they were much higher.

2016 108

2016 Customer Expectations 2015 Multi-Channel 108

ShepHyken

JUNE 1, 2016

What does your company or brand stand for? When you advertise or market your company and your products, what is the image that you’re trying to create? What is your brand promise ? I Googled the definition of the term brand promise and here is what came up first: A brand promise is the statement that you make to customers that identifies what they should expect for all interactions with your people, products, services and company. It is often associated with the company name and/or logo.

2016 90

2016 Insurance Advertising Measurement 90

Beyond Philosophy

JUNE 2, 2016

We all want to be happy. But how do you consistently make your customers happy? Experts from companies like Disney and SoulCycle offered good advice on this subject during a panel discussion on designing happiness at SXSW. As customer experience consultants, we know that happiness is one of the key emotions that drives short term purchases and longer term brand loyalty. By designing an experience with the customer’s happiness in mind, brands can turn casual customers into enthusiastic fans.

2016 113

2016 Hotels Retail Banking 113

OpinionLab

JUNE 2, 2016

We’ve talked a lot on the CX LabNotes blog recently about how to improve your website to ensure it helps you achieve your goals, specifically why complete redesigns often fail and the value of factoring what your customers think into any decision. It used to be that companies would be on a constant cycle of designing a new website, waiting for it to date and then starting the process again. However, a new school of thought says this isn’t the best and most productive approach.

2016 87

2016 User Experience Insights Customer Journey 87

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ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? Is it as natural and advantageous as the C-team expects? It all depends on motives and perspective. How Executives Think of Customer Experience. Executives tend to think of customer experiences as something happening at the periphery of the company.

2016 67

2016 Marketing Customer Experience Social Media 67

ShepHyken

MAY 30, 2016

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Automate or Humanize? The Great Customer Service Debate by Judith Aquino . 1to1 Media) Can companies trade the human touch for automation without sacrificing the quality of their customer service? My Comment: This is a hot topic right now.

2016 72

2016 Article Competitive Advantage Customer Service 72

Win the Customer

JUNE 1, 2016

Today, brands can use social media to strengthen brand awareness, create customer loyalty, and build lasting relationships with customers. Customer loyalty is becoming more and more elusive, especially in our contemporary world. Before online transactions and exchanges became the norm, retailers were able to foster physical, and, at times, emotional interactions and connections with consumers. This led to immeasurable value for businesses, such as repeat purchases and brand loyalty.

2016 92

2016 Customer Relationships Brands Loyalty Programs 92

Beyond Philosophy

MAY 30, 2016

It was 1980. I was 22, newly married and climbing the corporate ladder in England. David Bowie’s Ashes to Ashes played on the radio. Margaret Thatcher was just getting started in her reign as Prime Minister. It was also a long time ago. I have learned much about professionalism and careers since then. To that end, here are five things I would do today if I were 22. #1: 1: Dress like my job depended on it.

2016 113

2016 Social Media Consulting Communication 113

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Experience Matters

JUNE 3, 2016

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Of the 10 major appliance companies we looked at, Whirlpool earned the highest score with a rating of 60%, putting it in 153rd place overall out of 294 […]. 2016 Temkin Ratings Customer experience Bosch Electrolux Fujitsu GE Haier Hitachi LG Samsung Toshiba Whirlpool

2016 86

2016 Consumers Customer Experience Customers 86

ShepHyken

MAY 31, 2016

Vala Afshar on the Future of Marketing: It’s Customer Service. Shep Hyken talks with Vala Afshar about how customer service is the future of marketing. Vala is the chief digital evangelist for Salesforce and author of “The Pursuit of Social Business Excellence.” He was named the most influential social media contributor on twitter for CMOs, CIOs, and CFOs. In this lively conversation Shep and Vala discuss how technology has evolved customer service into the “new marketing.”

2016 79

2016 Social Media Interaction Brands 79

Bold360

MAY 29, 2016

Customer service can make or break your bottom line. Customers expect an effortless experience when engaging with your brand for support, answers and issue resolution. Here are 8 important tactics you should implement for a killer customer service strategy

2016 65

2016 Customer Service Strategies Customer Expectations Brands 65

Influitive

JUNE 2, 2016

Here’s a simple fact: the human brain is wired for reciprocity—the need to give back after we receive. Take this example: a collaborative study done by researchers from four universities documented how bringing candy to a table after a meal influenced the value of tips that servers received. The results were astounding. If servers gave a piece of candy with the bill, they got 3% higher tips. Interestingly, if they doubled the amount of candy, the tip didn’t double: it quadrupled.

2016 75

2016 Webinar Document Communication 75

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Experience Matters

MAY 31, 2016

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Edward Jones and Fidelity Investments deliver the best customer experience in the investment industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of companies […].

2016 80

2016 Consumers Customer Experience Financial 80

ShepHyken

JUNE 3, 2016

This week on our Friends on Friday guest blog post my friend and colleague, Patricia Fripp shares a story that demonstrates why everyone in any business can make a difference. Please join Patricia and me June 8 when we discuss how good customer service drives sales. Shep Hyken. Perhaps you agree that every customer counts and that we must never forget our customers’ perceptions of us.

2016 81

2016 Blog Hotels Customer Service 81

transcosmos Information Systems

JUNE 1, 2016

Most entrepreneurs feel that it’s important to have full control of their businesses, from the smallest tasks to the largest projects. This is understandable, given that as an entrepreneur, you did build the business from scratch. A strong sense of ownership drives you to keep a close eye on all your business’ dealings, or else, things may go amiss if you don’t. After all, if you’re there to oversee everything, what could go wrong?

2016 74

2016 Information 2015 E Commerce 74

CSM Magazine

MAY 30, 2016

The reasons to embrace Customer Experience Management can be various, but the common truth is that businesses now find it hard to resist jumping on the bandwagon too as the age of the customer is finally and irrevocably here. But this ‘everyone does it’ stance can be quite deceptive. Picturing your competitors on the imaginary CXM maturity graph, be sure that the majority of them will never go beyond customer service automation. And this, my friend, is not CXM.

2016 64

2016 Customer Experience Management Magazine Banking 64

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Customer Experience

Experience Matters

JUNE 3, 2016

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Of the 4 parcel delivery service companies we looked at, UPS earned the highest score for the third year in a row with a rating of 70%, putting […]. 2016 Temkin Ratings Customer experience DHL FedEx U.S. Postal Service UPS USPS

2016 69

2016 Consumers Customer Experience Customers 69

Michelli Experience

JUNE 1, 2016

According to a recent comprehensive international study conducted by Accenture , 52% of customers reported that poor customer service caused them to switch from one brand to another in the past year. In the U.S. alone that “switching” behavior means poor service costs brands over 1.6 trillion dollars. Given those numbers from Accenture and prior research from Bain and Co.

2016 49

2016 Advertising Consulting Poor Customer Service 49

Heart of the Customer

JUNE 1, 2016

Heart of the Customer: Along with your other diagrams, journey and experience maps are often used to drive culture change. What are your tips for using these to engage leadership and change culture? Jim Kalbach: This first thing to keep in mind is that a diagram won’t provide any answers outright. It doesn’t magically bring change […]. The post Interview with Jim Kalbach appeared first on Heart of the Customer. Customer Experience

2016 60

2016 Culture Leadership Engagement 60

Bold360

MAY 29, 2016

There are a few tried and true tools in the industry that can give a pretty accurate measurement of customer experience. Learn which are right for your customer care program

2016 63

2016 Measurement Customer Care Customer Experience 63

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