Experience Investigators by 360Connext

NOVEMBER 2, 2015

For those of us who are sports fans (cough cough, Go Cubs!) it’s sometimes weird to hear about our beloved teams as “products.” This term is thrown around a lot by team owners who fight with cities over stadiums and parking lots. In the last few months, I’ve had the privilege of getting an up-close […]. The post Sports Lessons – How to Turn Customers into Fans appeared first on Customer Experience Consulting.

Sports 250

Sports Consulting Customers Customer Experience 250

Customer Bliss

NOVEMBER 19, 2015

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.

Engagement 205

Engagement ROI Leadership Customers 205

Beyond Philosophy

NOVEMBER 3, 2015

Let me set the scene. My career was plateauing. I had done well, but things had started to get a bit stale. Then, I had a meeting/interview with Neil Hobbs. Neil would have the biggest impact on my professional life. Neil had a reputation of being a tough boss. He set high standards and expected people to achieve them. He didn’t suffer fools gladly.

Leadership 154

Leadership Banking Employee Experience Loyalty 154

InMoment XI

NOVEMBER 16, 2015

As a Master Black Belt at General Electric, I got to see the rise & fall of 6 Sigma. For those of you less than familiar with 6 Sigma, 1) thanks for already proving my point and 2) it’s a data-driven process improvement methodology that seeks to reduce customer defects. (Check out this definition.

Customer Experience 207

Customer Experience Definition Article Customers 207

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Win the Customer

NOVEMBER 6, 2015

Continuing to innovate on service experience and improving service delivery requires organizations that are transparent about their service actions and get correct insight to what customers receive from service interactions. Successful organizations that enjoy great customer relationship and customer loyalty need to overcome the common customer service myths that prevent them from delivering the exceptional […].

Customer Service 142

Customer Service Innovation Customer Relationships Loyalty 142

Experience Investigators by 360Connext

NOVEMBER 19, 2015

1. Fall in love with the problem, not the solution. The mantra among leaders of the software company Intuit is to fall in love with the problem, not the solution. Suzanne Pellican, a Design Fellow at Intuit and opening keynote speaker at a conference called Delight, told the story of how 10 years ago Intuit, […]. The post 3 Lessons re: Design Thinking and Customer Delight appeared first on Customer Experience Consulting.

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Consulting Customers Customer Experience Innovation 277

Customer Bliss

NOVEMBER 17, 2015

When you start building your first version of Customer Asset Metrics, all the data may not be perfectly lined up or organized. Establish your first version of the growth or loss of your customer asset and key customer behaviors to watch — using the data you have now. The key is to begin. Then evolve from there. Don’t wait until the systems are all perfect.

Metrics 160

Metrics Customer Retention Customer Relationships Customers 160

Beyond Philosophy

NOVEMBER 10, 2015

In this series, professionals share their secrets to being more productive. Read the posts here , then write your own (use #ProductivityHacks in the body). Consistent productivity doesn’t happen by chance. Productive people have a secret to their productivity: Eliminate distractions. Were you hoping for something more complicated? It isn’t complicated.

Books 154

Books Consulting Connections Insights 154

Customers That Stick

NOVEMBER 17, 2015

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 159

Customer Service Customers Blog 159

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

Win the Customer

NOVEMBER 2, 2015

In today’s customer-centric world, empathy, efficiency and sincerity in customer communications is non-negotiable. We’ve heard them all – from, “Thank you for being a valued customer” to “I understand your frustration.” Traditional, scripted support lines are not only sound inhuman, but they tend to upset customers even further.In today’s customer-centric world, support should still carry […].

Customer Service 137

Customer Service Customer Centricity Communication Customers 137

InMoment XI

NOVEMBER 25, 2015

From all of us here at the CX cafe we want to wish you a Happy Thanksgiving. Thank you for all you do for the CX world and for your readership. We all have had great customer experiences, so we wanted to highlight some of the great CX practitioners that have made our customer experiences exceptional. View Article.

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Article Customer Experience Financial Customers 150

Experience Investigators by 360Connext

NOVEMBER 23, 2015

It’s the time of year we do our best to be grateful. In the United States, we typically do this in part with a turkey dinner and family time in honor of Thanksgiving. But how can we make customer appreciation a living part of the customer journey? Here are 5 easy ways to express customer […]. The post 5 Customer Appreciation Tweaks Customers Will Gobble Up!

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Consulting Customer Journey Customers Customer Experience 110

Customer Bliss

NOVEMBER 10, 2015

As you assess the maturity phase of embedding the five competencies, moving your organization from ‘Commit’ to ‘Unite,’ here are four tactics to engage (or reengage) your leadership and organization: 1. Establish Consensus on Managing Customers as Assets. This is an important step to earn the right to do this work. Achieving this can only occur when there is consensus on how to measure this growth or loss, and that leaders start to use the language in a united manner to shift from survey score f

Leadership 160

Leadership Chief Customer Officer Engagement Books 160

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Beyond Philosophy

NOVEMBER 12, 2015

“Emotions are contagious. We’ve all known it experientially. You know after you have a really fun coffee with a friend, you feel good. When you have a rude clerk in a store, you walk away feeling bad.”. Daniel Goleman, Author of Emotional Intelligence: Why it Can Matter More Than IQ. If you read my rude title, you will be disappointed to discover that I don’t think you are pathetic, but a new scientific study proves being rude to someone is contagious.

Consulting 147

Consulting ROI Reference Interaction 147

Customers That Stick

NOVEMBER 3, 2015

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 149

Customer Service Customers Blog 149

Win the Customer

NOVEMBER 5, 2015

Millennials and Alphas are beginning enter into they period buying power. From boomers to alphas, the changing customer base signals the need for business owners to adapt and implement new marketing strategies. Over the last century, statisticians and researchers have organized age groups into cohorts that seem to carry buying and value trends. In population and workforce representation, […].

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Customer Base Customers Marketing Communication 124

InMoment XI

NOVEMBER 25, 2015

[Slideshare] Some data about the imperative of CX, its ROI, and its important future trends. Despite heavy investment in R&D, many brands are producing similar products and finding that customer interaction may be the next frontier of business advantage. In the following presentation, I share data from a MaritzCX study of automotive manufacturers in which we discovered.

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Automotive Customer Experience ROI Presentation 150

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

NOVEMBER 15, 2015

Stephen R. Covey said, "Most people do not listen with the intent to understand; they listen with the intent to reply." The 2015 1to1 Media Customer Champions are doing the former and proving that listening to understand leads to big results. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

2015 107

2015 Customer Experience Blog Customers 107

Customer Bliss

NOVEMBER 5, 2015

The five competencies of your customer-driven growth engine are comprised of a series of actions and decisions that impact both the operation of your business and its cultural disposition. Over time, the customer experience competencies will move from being disruptive to part of business as usual. In this evolution, leadership and employee behavior will mature from requiring facilitation to natural collaboration once skill sets have become embedded throughout the organization.

Chief Customer Officer 199

Chief Customer Officer Leadership Culture Customers 199

Beyond Philosophy

NOVEMBER 20, 2015

In this series, professionals share how they embrace the entrepreneurial mindset. See the stories here , then write your own (use #BetheBoss in the post). I was a senior executive with 3,500 people reporting to me globally. I had worked my way up and found my place in corporate life. I had it all: a big expense account, a big budget, and a big salary.

2002 137

2002 Books Consulting Presentation 137

Experience Matters

NOVEMBER 4, 2015

We just published a Temkin Group report 2015 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings. Here is the executive summary of the report: The 2015 Temkin Experience Ratings of Tech Vendors evaluates the customer experience of 62 large technology vendors.

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2015 Net Promoter Score 2014 2012 113

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

Win the Customer

NOVEMBER 17, 2015

Your biggest assets are your customer service agents. To ensure those agents are able to provide the best service, you must provide them with the tools to be successful. As a customer service manager, you understand the importance of providing good customer service. Your team’s success can make the difference in the survival of the […].

Customer Service 120

Customer Service Customers Management Communication 120

InMoment XI

NOVEMBER 25, 2015

From all of us here at the CX cafe we want to wish you a Happy Thanksgiving. Thank you for all you do for the CX world and for your readership. We all have had great customer experiences, so we wanted to highlight some of the great CX practitioners that have made our customer experiences exceptional.

Article 150

Article Customer Experience Customers 150

Think Customers

NOVEMBER 10, 2015

Most business leaders would be thrilled to have their companies be able to deliver a differentiated customer experience. But many organizations are often hamstrung by a lack of insights about individual customers and process gaps that are needed to provide personalized, smooth, and tailored experiences. This can manifest itself in customer service interactions when a poor customer experience can result in desertion.

Customer Service 107

Customer Service Blog Customers Brands 107

Customer Bliss

NOVEMBER 12, 2015

The Chief Customer Officer (CCO) role will evolve as you progress in implementing the five competencies and moving through the customer experience maturity phases: Commit, Unite & Build, Embed, Mature, and Elevate. Years one through three are what I call the “disruption and blocking and tackling years.” People know how to achieve results within their silo walls.

Chief Customer Officer 189

Chief Customer Officer Definition Leadership Metrics 189

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