Customer Experience Is… What, Exactly?

Experience Investigators by 360Connext

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.

2015 241

Maximizing the success of your CX program: Both hands are needed


Time to plan the funeral of your customer feedback measurement programs. It’s time for an effective, actionable customer experience management program that drives business outcomes for your organization. What’s making the difference? Understand how to truly engage with your customers: Engage at all relevant touchpoints along the customer lifecycle (rather than after a sales and. View Article

2015 402

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Earn Customer Desire and the Right to Grow

Customer Bliss

I’m introducing a new word for you to consider: desire. Its time to replace the word ‘loyalty’ with the word desire. What I’ve experienced and observed is that ‘loyalty’ can be something to go get from customers, rather than something to be earned. Loyalty is often defined in this manner because someone has run numbers to correlate that customers who own two products rather than one are more loyal or worth more.

2015 186

5 Principles for Great Restaurant Customer Service

Customers That Stick

Restaurants are one of the few truly universal industries because almost everyone has familiarity with them. From a customer service perspective, this makes restaurant customer service particularly challenging because almost every customer has both established service expectations and well-formed service triggers. Those expectations are often pegged to price or to impressions created by the physical environment. In many cases, expectations are derived from the industry segment.

2015 129

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

How to start using Social Media for Customer Service

Bill Quiseng

This week’s post is written by Ravi Shukle. In my posts, I provide advice to improve face to face customer interactions. But today’s customers are expecting service on-line and on the social media channels that they use. One of the great benefits of social media is connecting with people who we would otherwise not meet. Since I certainly am not an expert on how to use social media for customer service, I reached out halfway around the world to someone who is, Ravi.

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What makes the the worlds #1 Customer Experience brands?


As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world’s ‘best’ Customer Experience brands are. ‘Who is good at CX?’ ’ is a pretty typical question. It is a good question to ask and one that I […].

2015 137

What Millennials Expect from Online Customer Service

Joe Rawlinson

Millennials are estimated to have a combined purchasing power of $2.45 trillion globally this year. It is only fair that they expect retailers to try and understand what they want. Millennials spend a great part of their time on the internet, not just to learn, communicate and organise their social lives but to shop too. And for retailers, this means understanding more about how to engage with this demographic and working out what they require from a shopping experience.

2015 116

Customer Experience Best Practices: Empathy


The mechanisms of business can be overwhelming. Even the simplest problems can splinter into energy-sapping challenges—rife with internal hurdles like politics, communication problems, or lack of support. In customer experience management , those challenges can threaten how we relate to customers as people. In our embrace of data points—armed with our head-down, hurdle-jumping mindset—we can turn our noble cause into an awful lot of work.

2015 96

The Relationship Between Customer Engagement, Loyalty And Revenue


Marketers know that finding ways to increase customer engagement is good for the bottom line. Customer engagement is highly correlated to customer loyalty ,” says Aimee Lucas , Customer Experience Transformist and VP at the Temkin Group , a customer experience research and consulting firm. That’s because loyal customers are more likely to buy again, and buy more than before. “We

2015 87

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Customer Experience in 2016: Making the Emotional Connection

Think Customers

One of the undisputed thought leaders in the customer experience space is Bruce Temkin, customer experience transformist and managing partner at Temkin Group as well as co-founder and initial chairman of the Customer Experience Professionals Association (CXPA). In a blog post which lists the most important customer experience trends to watch out for next year, Temkin cites "the year of emotion" as the most important trend for customer experience professionals to track in 2016.

2015 94

This Is What an Epic Customer Experience Fail Looks Like

Experience Investigators by 360Connext

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.

2015 241

The Money Value of Loyalty


Given the lengthy purchase cycle for new cars and the intense competitiveness of the market, car dealers have a special challenge in creating loyal customers. Is it worth it? A linkage study funded by MaritzCX “showed them the money.” While all businesses would likely agree they want customers to leave happy, it can be challenging. View Article

2015 351

Build a Customer Listening Path

Customer Bliss

In Competency Three (Customer Listening Path), you follow the customer journey stages to create a unified listening path that consolidates aided and unaided listening. Build a blend of quantitative and qualitative information to tell the story of customers’ lives. Collect feedback from multiple sources. Don’t rely on survey data alone. Unite ‘aided’ feedback; when a customer is invited or prompted to give feedback or respond to a survey, with ‘unaided’ feedback which customers volunteer daily.

2015 188

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

Faces of Customer Experience: Nicole Miller

Customers That Stick

Meet Nicole Miller! My name is Nicole Miller and I graduated in 1990 at Marymount University where I received a bachelors degree in business and fashion merchandising. Since graduation, I have always been in the retail industry and am currently the district manager for the Once Upon A Child stores. I am fortunate and proud to work for the original, owner and founder of resale, Lynn Blum. This year the company is celebrating 30 years of business.

2015 129

Rhonda Basler: From Adequate to Outstanding: 5 Ways to Inspire Customer Advocacy Through Customer Care

Bill Quiseng

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. . What does it take for your business to create remarkable experiences for your customers?

2015 112

Are you Jeopardising your Customers’ Loyalty? Or is it Going to Disappear Anyway?


As you have no doubt already noticed, my Blog posts and those of many other Bloggers too, are often prompted by real-world experiences. This week is no exception. I want to share with you some examples of how companies jeopardise the loyalty of their customers and also seriously limit their chances of getting repeat purchases. [.]. The post Are you Jeopardising your Customers’ Loyalty? Or is it Going to Disappear Anyway? appeared first on C3Centricity.

2015 105

Transformational Leadership – the key to unlocking the competencies of Customer Experience Professionals


If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis. Over the years I have had the pleasure of meeting and working with a large number of CXPs. A little like the profession in which we specialise, CXPs come in all shapes and sizes.

2015 95

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Ways to Deal with Negative Online Customer Reviews

Joe Rawlinson

If you put yourself out there as a business, you better prepare for dealing with dissatisfied customers. Since consumers have developed a habit of checking online reviews before purchasing a product, it’s in your best interest to learn how to handle negative reviews. If you do it right, you can actually gain a lot – recovering from a mistake sometimes helps brands to develop stronger relationships with customers.

2015 117

8 CX Trends for 2015 (The Year of the Employee)

Experience Matters

It’s once again the time of year for me to publish my CX trends. In my post last year, I named 2014 “ The Year of Empathy.” With this post, I’m declaring 2015 “ The Year of the Employee.”. We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs.

2015 104

13 Shocking Customer Service Statistics

Tricia Morris

It’s frightening to think just how much poor customer service can impact the customer experience and the overall reputation and bottom lines of brands and organizations. Recent consumer surveys have shown that just a single poor customer service experience can lead to the sudden demise of even the longest customer relationship. On the other hand, satisfying customer service has scary-good results, increasing customer acquisition, retention, brand loyalty and advocacy.

2015 86

Customer Journey Maps – the Top 10 Requirements (Revisited)

Heart of the Customer

Two years ago I posted Customer Journey Map – the Top 10 Requirements. Since then, it’s been viewed over 60,000 times at this site, as well as many times on other sites. After a little more than two years I decided to revisit it. While the core philosophy remains consistent, we’ve made a few small tweaks […]. The post Customer Journey Maps – the Top 10 Requirements (Revisited) appeared first on Heart of the Customer. Customer Experience Customer Journey Map

Need to More Effectively Manage Your Call Center?

TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!

5 Spectacular Ways To Create the Worst Customer Experience

Experience Investigators by 360Connext

The following is a Best of 360Connext post. I’m always amazed when organizational leaders don’t recognize the significance of the small things. They say things like “one comment isn’t going to hurt us” or “ anecdotes are mostly irrelevant.” Big data is definitely useful in guiding the big decisions, but please do not ignore the little things! Right under your nose, they can easily add up to the worst customer experience.

2015 237

The 4 Ingredients of a Great Customer Experience in the Cloud


Of what do you think when you hear the phrase ‘customer experience’? Most immediately presume a reference to the interaction a customer has when they engage a vendor or brand. While that’s certainly not incorrect, it’s a very limited view when considering the multi-dimensional aspect of a customer experience with a cloud-based software vendor. View Article

2015 334

Build a Customer Room and Engage the Company

Customer Bliss

Using the Customer Room to drive monthly, quarterly and annual accountability is one of the most robust actions that we have been using to align leaders and drive a different kind of taking action. The Customer Room is a tangible depiction of the current customer journey. The Five Competencies come together to tell the story of your customers’ lives.

2015 169

Faces of Customer Experience: Renee Cloyd

Customers That Stick

Meet Renee Cloyd! Renee Cloyd is a wife and mother of three young boys ages 11, 9 and 6 who balances her busy home life with a full time job as a Center Director at Christ Lutheran Children’s Center. At CLCC, we strive to provide a quality early childhood program. In our center, forming strong ties to the families and the community is the key to the success of our program. False Dichotomy.

2015 127

B2B Pocket Playbook: End-to-End Guide to Sales Enablement

Sales enablement is the strategic process of providing sales teams with the content, guidance, and mentorship needed to engage targeted buyers. It’s all about equipping sales professionals with the tools they need to put their best-selling foot forward. And if sales teams want to continuously sell better -- and faster -- their sales enablement process must have a game-winning strategy. It's time for you to start selling smarter - and hitting your sales number - with the best B2B database in the market. Get started today.