Michel Falcon Experience
AUGUST 13, 2014
'Every company, regardless of size or industry, must use surveys to improve their customer experience. When it comes to customer surveys, I believe there are three types of companies: The “surveys don’t work” company : This company never collects customer feedback because they are short sighted and don’t know what to do with the data.
PeopleMetrics
AUGUST 25, 2014
'In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. After discovering who the best of the best are, we picked their brains to discover why they are the best of the best.
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InMoment XI
AUGUST 26, 2014
Last week, in my blog called “Reputation Management: Customer Experience or Marketing,” I established that reputation management is a way to assess an individual’s customer experience and, more importantly (to companies), a marketing tool to manage the impact of past customer experiences on other customers’ decision making in the future.
Win the Customer
AUGUST 15, 2014
'Last week I had the opportunity to fly with Virgin Atlantic. I’ve become an addict of their sister airline, Virgin America, and was relishing the opportunity to see how the international service compared. Like most savvy business travelers, I packed my carry-on with cleverly matched outfits that would last me the week I’d be away, […].
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ijgolding
AUGUST 18, 2014
'The majority of readers of this Customer Experience Review are likely to have hired a car. Whether it be for business or holiday, hiring a car is commonplace all over the world. Over the years, I have hired a car from a variety of well know (and not so well-known) rental companies. Brand names like Avis, Budget, Hertz, Europcar and Thrifty are often the first we see on entering into a foreign country.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Michel Falcon Experience
AUGUST 18, 2014
'Employee onboarding is the design of what your employees feel, see and hear after they have been hired. Often, companies confuse onboarding with training. While training does have a role within onboarding it doesn’t represent the entire scope of the process. Say yes or nod your head if you felt lost during your first few days with your past or current company.
PeopleMetrics
AUGUST 1, 2014
'At PeopleMetrics we’re all about gathering customer feedback. But we aren’t just helping companies to listen to their customers – we advise them to close the loop too (that is, follow-up on the feedback – get in touch – help solve a problem if need be.). Following up with a customer or prospect who took the time to reach out to you is key to building trust and solidifying your relationship with them.
InMoment XI
AUGUST 26, 2014
Last week, in my blog called “Reputation Management: Customer Experience or Marketing,” I established that reputation management is a way to assess an individual’s customer experience and, more importantly (to companies), a marketing tool to manage the impact of past customer experiences on other customers’ decision making in the future.
Win the Customer
AUGUST 5, 2014
'What benefit do your customers have to use your services? Find ways to help your customers make sound buying decisions to make your job easier while improving their own well-being.
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Heart of the Customer
AUGUST 28, 2014
'There has been a lot to press about the General Motors failed ignition switch. There are many lessons to be learned about quality and manufacturing. But the most important lesson is about culture. Culture is your most powerful tool to create change. Exploiting your culture can drive significant improvements quickly. But culture can also stymy the best-laid plans.
ijgolding
AUGUST 12, 2014
'It is impossible to ignore the fact that customer service has gone all social on us. Our obsession with Facebook, Twitter, Google+, Instagram and more has led to the humble consumer actively seeking to interact with companies via social networks. Although this is a fact, there are still many organisations who are yet to understand how to manage this new ‘channel’ particularly well.
Michel Falcon Experience
AUGUST 22, 2014
'We run to complain but move like snails when given the opportunity to recognize exceptional customer service. I’ve studied customer experience management for nearly a decade and have recognized a few trends. First, I believe customer service is improving. Organizations are slowly beginning to invest more into improving their customer experience to avoid paying customer service lip service.
PeopleMetrics
AUGUST 6, 2014
'TD Bank made me cry today. Picture this: I’m at my desk in an open-office workspace, when a co-worker IMs me a video about TD Bank. I had previously written on switching from TD Bank to an online bank named Simple , so I’m interested, and I click the link. About halfway through, my eyes well up with tears. In addition to handing twenty dollars to everyone who came to specific Canadian locations and depositing the same amount to online banking customers, last week TD transformed thei
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InMoment XI
AUGUST 26, 2014
Last week, in my blog called “Reputation Management: Customer Experience or Marketing,” I established that reputation management is a way to assess an individual’s customer experience and, more importantly (to companies), a marketing tool to manage the impact of past customer experiences on other customers’ decision making in the future.
CX Journey
AUGUST 7, 2014
'Have you ever wondered why the customer experience is a journey, not a destination? The best journeys answer questions that, in the beginning, you didn''t even think to ask. -Jeff Johnson I often get asked why I named this blog CX Journey and why I consider the customer experience a journey and not a destination. Most recently, in a chat with Customer Service Guru , I was asked: You place a lot of emphasis on the idea that customer experience is a journey and not a destination.
Kristina Evey
AUGUST 15, 2014
'What is one of the biggest mistakes companies make in their customer service efforts? Not asking for or not encouraging customer feedback. The customers are the people keeping you in business. Listen to them. Many of us go about our day and do business with our usual vendors day in and day out. Or, maybe we are one of those 70% who leave because we don’t like the service and find someone who does treat us better and we like the overall experience enough to stay until we find someone else.
ijgolding
AUGUST 7, 2014
'The great British Pub. Whether you live or have ever visited the UK, you are likely to have frequented many. If you are looking for a quiet romantic place to meet up for a drink; a location to watch the football with your mates; or a venue to take the family for Sunday lunch, the multi purpose experience maker that is the British pub can tick most boxes.
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 Enthusiast
AUGUST 26, 2014
'Do you work hard? When questioned publicly, an overwhelming majority of us will respond that, yes, we work hard. I’m not sure what the percentage is, but I bet it’s close to the percentage of us who, in the presence of others, would claim to be excellent drivers who observe posted speed limits, consistently use our turn signals, and come to a complete stop at stop signs.
PeopleMetrics
AUGUST 14, 2014
'Social media. Like most people in business, you probably fall in one of these camps: absolute adoration or total apathy. But, one day, a customer service disaster could explode and go viral. Why me? Why my company? This one customer service call is going to ruin my brand! I’ve worked so hard to build it the right way, and why, oh, why did this one employee do that one thing?!
InMoment XI
AUGUST 18, 2014
I recently took my family on a vacation to Rome and we saw some great sites and ate some amazing food, especially the fresh made pasta. During our visit, we used both Yelp and Trip Advisor extensively to help us choose the restaurants where we dined. After all there are 8,374 restaurants in Rome listed. View Article.
Heart of the Customer
AUGUST 22, 2014
'Like you, Robin Williams’ death last week was a real shock. He had a true gift to make others laugh and feel better. A true irony. I even met him once, in a software shop in San Francisco. Thinking back to his career, he reminds me of parallels between comedy and customer experience. Let’s look at some of the ways that these two arts/sciences are similar.
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.
CX Journey
AUGUST 22, 2014
'Image courtesy of Ian Muttoo I originally wrote this post as a two - part series for InsideCXM in February 2014. A couple months ago, I wrote a post called The 15 Senses of a Great Customer Experience. The last of the 15 senses that I wrote about was the sixth sense : It doesn''t hurt to be able to perceive those things that are not seen or immediately apparent.
ijgolding
AUGUST 20, 2014
'‘Thank You’ Two little words. Two words containing a total of eight letters. As a parent you spend most of your life teaching your children to use the words regularly. As a child, you are constantly reminded of their importance. It is unlikely you have ever looked up the dictionary definition of ‘thank you’ – so I have done so for you – you can thank me later: 1.
Customer Enthusiast
AUGUST 11, 2014
'I know a successful Denver web designer whose mantra is: “Keep working for the referral.” In other words, even after he gets the business, he continues to work hard to deliver a breathtaking design to his clients in order to delight them – and inspire their referrals. But what impresses me even more about Jeff is that, when the business doesn’t go his way, he continues to keep working for the referral.
PeopleMetrics
AUGUST 18, 2014
'In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. After discovering who the best of the best are, we picked their brains to discover why they are the best of the best.
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
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