Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it?

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Experience Investigators by 360Connext

JULY 28, 2020

Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey. There is a lack of understanding around what customer experience really is, and perhaps more importantly, what it takes to deliver it.

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Customer Centricity 225

Customer Guru

APRIL 5, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Experience Design 92

Customer Experience Design Customer Experience E Commerce Customer Centricity 92

Storyminers

JULY 21, 2015

Jeffery Sears, CEO of PIRCH, interviewed by Mike Wittenstein of Storyminers I went to visit the new Atlanta PIRCH store in Buckhead, near Lenox Square just a few weeks ago and I was blown away by the experience. With 20 years of customer experience under my belt, it takes a lot to impress me. PIRCH […].

Leadership 89

Leadership Marketing Customer Experience Customer Experience Design 89

Customer Bliss

MAY 19, 2016

because of CX Week , where I had the pleasure of speaking with Mark Ramsey of Audi about their customer experience transformation. I did want to create a quick blog post about customer experience competencies, however. Here’s the essential overview: Customer experience work is often tremendously reactionary.

Customer Experience 171

Customer Experience Social Media Leadership Books 171

Customer Bliss

FEBRUARY 15, 2016

Customer experience is a priority to all. The question we discussed was; could the discipline and competencies required to lead a company through a customer experience transformation be led from marketing, by the CMO? It affects leadership, operations, how people are hired, and how the company goes to market.

Leadership 141

Leadership Customer Experience Design Culture Customer Journey 141

InMoment XI

NOVEMBER 2, 2022

If you’ve ever heard the terms “ CX ” or “customer experience” before, you probably know that they and similar phrases refer to organizations’ attempts to scour every interaction for feedback and insights. You might also know that customer experience is generally considered to be a more specific subset of user experience ( UX ).

Touchpoint 243

Touchpoint Customer Experience Design Reference Brands 243

Strativity

NOVEMBER 21, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Think about a great customer experience you’ve had.

Customer Experience Design 52

Customer Experience Design Consulting Customer Experience Workshop 52

Customer Bliss

JUNE 28, 2016

Lesley Mottla was part of the senior leadership team that helped build Zipcar, a disruptive force in its industry. Now she has a customer experience leadership role at M.Gemi , where she’s trying to help disrupt the luxury shoe market. Everything needs to be rooted in the experience of the customer.

Customer Experience 111

Customer Experience Leadership Feedback Customers 111

Bill Quiseng

MARCH 1, 2021

Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary. Ironically, prioritizing profits can actually lead to business decisions that drive customers away.

Books 148

Books Leadership Hospitality Consulting 148

Beyond Philosophy

OCTOBER 14, 2014

Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company. In other words, Customers will share data even though they don’t believe it is protected enough to get a better value from an organization. Listen to your customers and engage with them.

CEM 131

CEM Loyalty Blog Books 131

Customers That Stick

JANUARY 7, 2020

What better way to start off the new year and new decade — a decade that I hope will be marked by incredible improvements in customer experience design, thinking, and execution — than by taking a look at one of the most essential ingredients of customer experience: leadership.

Customer Centricity 88

Customer Centricity Culture 2019 Customer Experience Design 88

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Beyond Philosophy

MARCH 12, 2015

I love watching what people, and Customers do. When I am reviewing an organization’s experience I am on the look out for this type of irrational behavior as this will give me many clues on how to make it much better. Your Customers would raise their hands during this TED talk also. What do I mean by irrational behavior?

CEM 166

CEM Customer Centricity Customer Experience Management Customer Retention 166

Beyond Philosophy

MARCH 23, 2016

Now, I propose they make a little more room for the latest addition to the leadership: The Chief Customer Officer (CCO). Today, we differentiate ourselves in new ways , the most important being how the Customer feels about their experience with you. The CCO would: Oversee the overall Customer Experience.

Chief Customer Officer 113

Chief Customer Officer Call Center Leadership Consulting 113

iCiDIGITAL

MAY 18, 2018

Executives who once viewed digital strategy and customer experience as tangential to their core business now view these areas as critical to company success and possibly to survival. How Does This Impact Customer Experience Design Projects? Enter the HIPPO. Get The HIPPO One on One. Collect Data on the Users.

Customer Experience Design 45

Customer Experience Design Customer Experience User Experience Presentation 45

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

Beyond Philosophy

FEBRUARY 10, 2015

Body language is something we talk a lot with our clients about when we consult them on Customer Experience. How your team presents itself to customers can become an extension of your brand. Body language is an important part of these white coat moments, particularly for your Customer Experience.

Reference 135

Reference Books Blog Leadership 135

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. When you find that Goldilocks sweet spot, however, it is Customer Experience gold.

CEM 121

CEM 2004 Books Retail 121

Michelli Experience

DECEMBER 27, 2016

One day, I was asking Horst about a client of mine that was struggling to engage customers. As I presented the challenge to Horst, I explained the efforts the company’s leaders had exerted to, “improve the quality of their customer experience so that most customers had less pain during interactions”.

2017 89

2017 Hotels Leadership Customers 89

Michelli Experience

OCTOBER 12, 2016

I’ve been doing customer experience design for a long, long time. In the old days, I would have read about some intriguing customer innovation and assumed that the attempted breakthrough was crafted on a firm foundation of customer listening and data analysis. Here is the truth from the trenches… .

Airlines 89

Airlines Travel Customer Experience Design Innovation 89

ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Michelli Experience

DECEMBER 2, 2015

In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Which are you? Such was the case for Mercedes-Benz!

Customer Experience 101

Customer Experience Customer Journey Mapping Leadership Hotels 101

Michelli Experience

JANUARY 27, 2016

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Leadership 45

Leadership Consulting Customer Experience Design Engagement 45

Michelli Experience

AUGUST 10, 2016

I love serving customers and helping businesses create loyalty-building customer experiences. HOWEVER, service does not mean customers should be given the power to ABUSE those that serve them. Customers are not always right and when they wrongly mistreat your staff they should become former customers!

Leadership 56

Leadership Hotels Loyalty Customer Centricity 56

Beyond Philosophy

MAY 18, 2023

Emotional intelligence (EQ) is critical to leadership. EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives.

Management 78

Management Leadership Events Customer Service Representative 78

Beyond Philosophy

JULY 29, 2021

Identify your customers’ mindset. ? You also need to get into the heads of your customers and recreate those decision scenarios. You have to find a different way to get the customers to choose your premium option. Most customer experiences are not deliberate; they are accidental. Get granular. ?

Customer Experience Design 88

Customer Experience Design Measurement Presentation Advertising 88

Michelli Experience

OCTOBER 4, 2016

Online retailers like Amazon have made shopping easier (24-hours a day, purchasing from the comfort of our home, with no lines at checkout) but they make customers wait for delivery (typically relying on UPS). For example, earlier this year Amazon began experimenting with ways to provide “on demand” delivery services.

Competitive Advantage 85

Competitive Advantage Retail Leadership Innovation 85

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth. “A

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

One Millimeter Mindset

NOVEMBER 24, 2020

Instead, this internal customer discovery exercise allows you all to uncover what external clients really value. Retaining Clients leverages Innovative Customer Retention Strategies. Now is the best time to upskill and reskill for professional innovation and cross-functional team leadership. Contact me at this link.

Blog 73

Blog Workshop Leadership 2020 73

Michelli Experience

FEBRUARY 7, 2017

I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them. Both features allow customers to order from Starbucks simply by using their voice….Previously

Customer Service 108

Customer Service Customers Interaction Social Media 108

ijgolding

DECEMBER 5, 2016

So what (I hear you think to yourselves) has a child’s cartoon got to do with the subject of Customer Experience? The more companies seem to talk about Customer Experience and Customer Centricity, the more random our experiences as customers become. Allow me to explain… Bob and friends!

Customer Experience 103

Customer Experience Customer Journey Customers Customer Centricity 103

Michelli Experience

NOVEMBER 14, 2017

In keeping with that message, I am excited to be blogging about one of my favorite leadership brands – Ed Mady and to use Ed as an example of the importance of creating signature moments that frame those “out of earshot” conversations. Branded Customer Experience. Here are just a few examples of Ed’s recent tweets.

Brands 45

Brands Hotels Magazine Leadership 45

Michelli Experience

NOVEMBER 1, 2016

In his 1943 paper, “A Theory of Human Motivation”, Abraham Maslow foreshadowed a key ingredient to modern customer experience design. In essence, once you are able to meet a customers’ basic or functional need…there are higher needs you can address to drive their loyalty with your brand.

Connections 85

Connections Social Media Customer Experience Design Reference 85

Michelli Experience

JANUARY 4, 2017

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it.

Customer Experience 89

Customer Experience Customer Service Training Customers Customer Service 89

CX Journey

MAY 10, 2017

Not everyone is motivated in the same way, so you need to be prepared to use different tools and approaches; you need to personalize or customize the experience to the individual. We talk a lot about that when we describe customer experience design. What's in it for the customer? Leadership is motivating.

Leadership 58

Leadership Employee Experience Definition Feedback 58

Myra Golden

APRIL 10, 2017

And I still needed to sit down with Jim to talk about issues with his recent tone with a customer. The second meeting was a task force to look for ways to increase customer loyalty. George was a bright, energetic, proactive frontline customer service representative. At 2:30 I have a customer loyalty task force meeting.

Call Center 73

Call Center Management Leadership Customer Service Representative 73