Experience Investigators by 360Connext

OCTOBER 2, 2014

This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. The second annual #CXDay is October 7th, 2014. Come celebrate with us! Scroll down for more details.). What’s the value of customer experience? It’s an interesting question. Whether by your customers or from within your organization, the value of customer experience can be measured in so many ways. Value to customers.

2014 297

2014 Customer Experience 2013 2012 297

Customer Bliss

DECEMBER 16, 2014

There are skill sets specific to driving culture change that need to be present when doing this customer experience work. The lack of these six skills comprises the execution chasm. Experience in Completed Brand and Marketing Projects – Experience from completed project work brings with it huge gains in knowledge, skills and insights. This crucial past experience of many start-to-finish achievements will optimize the customer experience work.

2014 204

2014 Customer Change Workshop Metrics 204

Bill Quiseng

DECEMBER 15, 2014

This week’s guest post is offered by customer service expert Nicholas Goss. We both share a commitment to help small business owners Deliver the World’s Best Customer Experience. I connected with Nicholas first on Twitter and quickly began a fan of his customer service blog. He was kind enough to allow me to publish here one of his recent posts.

2014 160

2014 Loyalty Connections Blog 160

Customers That Stick

DECEMBER 18, 2014

Meet Becky Lollar ! I grew up in Bartlett, TN and attended Union University in nearby Jackson where I earned degrees in elementary education. I taught Kindergarten for three years then chose to stay at home with my two daughters. After our first family trip to Walt Disney World, I was hooked! I now represent Magical Travel, an agency which specializes in selling Disney vacations. After four years, I am still thrilled to be helping clients make magical memories! False Dichotomy.

2014 162

2014 Customer Experience Travel Sports 162

Advertisement

Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.

2023

InMoment XI

JULY 21, 2014

Voice of customer (VoC) and customer experience (CX) practitioners often ask, “How good is our program?” To help with this need Allegiance has created the new VoC Program Effectiveness Assessment to help you find an answer. The simple online tool walks you through a series of questions about your program and then, assuming you provide. View Article

2014 200

2014 Voice of Customer Article Customer Experience 200

customer sure

OCTOBER 28, 2014

Imagine if you had a giant fan-base of loyal customers – growing at an accelerating rate. What could you achieve? Here’s how one small online retailer inspires astonishing customer loyalty simply by being authentic. 18 months after founding, Ellovi , an all-natural cosmetics manufacturer and online store, now ships thousands of handcrafted products every week to passionate fans. Fans who keep coming back for more.

2014 134

2014 E Commerce Loyalty Feedback 134

Kristina Evey

OCTOBER 8, 2014

Which Comes First – The Customer or Your Staff? Customer service is an obvious and crucial focus for any company looking for sustainable financial success. You MUST focus on customers. You MUST value and appreciate the business, revenue, and referrals they bring you. Customers today are leaving businesses that take them for granted.

2014 129

2014 Customer Service Financial Engagement 129

Experience Matters

SEPTEMBER 15, 2014

We created this infographic called “The Untapped Value of Employee Engagement” with some of our employee engagement research. If you like the infographic, then here are some other download formats that are made for prinintg: Click here to download the.pdf. Click here to download a 18″ x 24″ poster (.pdf). Click here to download a 18″ x 24″ poster (.png). Also, check out our Employee Engagement Resource Page.

2014 131

2014 Engagement Download Customer Experience 131

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. So, the debate continues. Let this post today end this ridiculous debate with a resounding, “ Yes! ”.

2014 164

2014 ROI Net Promoter Score Customer Experience 164

Advertisement

Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.

2023

Michel Falcon Experience

SEPTEMBER 17, 2014

To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. Take a moment to think. Do you work with a customer focused CEO? I mean, not one who says he is but one who backs up their word with action. Does he invest to improve the company’s customer experience on a consistent basis? Does she spend time every month connecting with customers?

2014 167

2014 Customer Focused ROI Customer Centricity 167

Experience Investigators by 360Connext

DECEMBER 17, 2014

Customer experience is more than a full-time job. It’s more than a project. It’s more than a department. The best organizations spend plenty of time considering how to deliver exceptional experiences. The very best organizations then act upon those ideas quickly and with vigor. As we face the new year, I thought it would be fun to give you 15 ideas that might help you rock 2015 in a rapid fire way.

2014 306

2014 2015 Customer Experience Customer Journey Mapping 306

Customer Bliss

OCTOBER 16, 2014

Very little shreds of respect remain, if any, after we’ve put a customer through the third degree that many customers experience when they encounter a glitch, and actually need to return a product, put in a claim or use the warranty service. As tempting as it is to debate customers to uphold a policy to the letter of the law, suspend the cynicism and work to believe your customers. Most are going to honestly relay what is happening to them.

2014 227

2014 Customers Interaction Customer Experience 227

Bill Quiseng

OCTOBER 27, 2014

This guest post is written by James Clifton , Social Media Manager at GetApp.com. This blog is all about Delivering the World’s Best Customer Experience. In my posts, I provide advice to improve face to face customer interactions. James and GetApp are focused on offering the best customer service technology solutions. As you read his post, you will see that whether it is in person or via social media, his five ways to improve customer service work for both.

2014 161

2014 Customer Service Social Media B2B 161

Advertisement

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

2022

Customers That Stick

OCTOBER 2, 2014

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. With 25 years in business and a Masters in Organizational Psychology, Kate has guided tens of thousands to engage in uplifting productive interactions. Kate, what was your first job and what did you learn about customer service in it? .

2014 152

2014 Workshop Government Customer Service Training 152

InMoment XI

JULY 21, 2014

Voice of customer (VoC) and customer experience (CX) practitioners often ask, “How good is our program?” To help with this need Allegiance has created the new VoC Program Effectiveness Assessment to help you find an answer. The simple online tool walks you through a series of questions about your program and then, assuming you provide. View Article

2014 200

2014 Voice of Customer Article Customer Experience 200

ijgolding

NOVEMBER 9, 2014

If you are a regular reader of my blog, you will be aware that I am regularly referred to stories of both great and not so great Customer Experiences. As I am a big believer in the use of stories to bring Customer Experience to life, I feel that I am very fortunate to be allowed to share some of these stories with a wide audience. This week I have been given permission to share a story of the ‘not so great’ variety.

2014 126

2014 Customer Experience Books Reference 126

Joe Rawlinson

MARCH 24, 2014

The role of customer service manager means keeping both customers and employees happy. Having the right educational background and skills is a good start. But learning about your team and what makes them more effective is a priority. These suggestions will get you moving in the right direction to building an award-winning customer service team that consistently keeps their customers raving positively about them. Observe and Listen. Your approach to managing the team depends on the environment.

2014 153

2014 Customer Service Management Consulting 153

Advertisement

When you launch a CX program, there is often an air of exuberance. A year or two later, however, it can feel like your program has flat-lined and you find it hard to make improvements. If your CX program is struggling, check out our latest whitepaper for tips on how to reverse the trend.

2022

Heart of the Customer

SEPTEMBER 11, 2014

You would think that the return on customer experience is obvious. A better customer experience improves loyalty, and loyalty means you can spend more time serving customers than chasing new ones, resulting in cost savings.

2014 132

2014 Seminar 2007 2012 132

Experience Matters

NOVEMBER 17, 2014

Employee engagement is one of Temkin Group’s four CX core competencies. This video highlights our model for making improvements in what we call the Five I’s of Employee Engagement : Inform, Inspire, Instruct, Involve, and Incent. Also, check out our Employee Engagement Resources. The bottom line : Employees are an under-appreciated asset. Customer experience Employee Engagement

2014 128

2014 Engagement Information Customer Experience 128

Beyond Philosophy

NOVEMBER 11, 2014

“ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires. He had recently joined the team of Mercedes who were waiting for him but his decade long habit of seeing the McLaren (his former team) mechanics outfit (cue) and stopping in for a change of tyres (routine) kicked in.

2014 167

2014 Net Promoter Score Marketing 2012 167

Maz Iqbal

DECEMBER 10, 2014

Tesco: The Darling of Customer Marketing Guru’s Issues Its Fifth Profit Warning. Tesco continues to struggle. According to this piece from the Guardian newspaper, Tesco has issued its fifth profit warning, share price has plunged (down 16%): Tesco is on the floor. Why does this matter? Why is it worth me writing about. Let’s go back a little.

2014 110

2014 Customer Centricity Government Banking 110

Advertisement

Want more from your customer experience program? This whitepaper outlines 5 tactics to improve your CX strategy and take your program to the next level. Download your copy now!

Customer Experience

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Over time, however, there has been a gradual recognition of the importance of having an executive in the C-Suite responsible for elevating and growing the customer experience; as of this year, 22% of Fortune 100 Companies and 10% of Fortune 500 Companies have a CCO onboard. Building Relationships is Key to Survival.

2014 302

2014 Customer Experience Customer Relationship Management 2011 302

Customer Bliss

NOVEMBER 6, 2014

It’s not the fact that the silos exist that’s the problem. It’s their lack of coordination and conflicting metrics. Each faction of the company continues to establish their own plans, budgets and goals. The challenge of CX work is that it cuts across the entire organization and orchestrating a new behavior isn’t often factored in by the silos. In many strong siloed organizations, there’s an upstream swim to connect on the end-to-end hand-offs required for customer experience.

2014 229

2014 Connections Metrics Leadership 229

Bill Quiseng

JULY 28, 2014

This week’s guest post is written by Ben Puzzuoli, Chairman of the Board at Cayzu Help Desk ( www.cayzu.com ). The real benefit of social media is in meeting people who share like interests. My very first management position was with Marriott Hotels. Back then, there were less than 35 hotels worldwide. Recently Marriott opened the J.W. Marriott Hotel in Washington, D.C., its 4000th. I believe the growth and strength of Marriott’s success was based on J.W.

2014 143

2014 Customer Service Hotels 2013 143

Customers That Stick

DECEMBER 8, 2014

Customer experience isn’t easy — it just seems that way! From bargaining with the C-Suite to negotiating with customers, from maximizing profit to ensuring loyalty, providing great customer experiences in today’s environment is a continuous challenge. It’s a roller coaster, and I have teamed up with Jeannie Walters to provide a new resource that can help you with the strategies and tactics you can use to smooth out this wild ride!

2014 151

2014 Download Loyalty Customer Experience 151

Advertisement

Want to know where CX is heading in 2022? Check out our 7 key predictions on how CX will evolve over the coming year and beyond. Download your copy now!

2022