Beyond Philosophy
OCTOBER 19, 2016
Did you know there was once a German belief that if you sleep with your mouth open, your soul will escape disguised as a white mouse ? Or that ancient doctors used to drill holes in their patients’ heads to cure migraines? Or that drinking the ground up testicles of a small mammal mixed with alcohol was considered a contraceptive in 16th century Canada?
Customers That Stick
OCTOBER 15, 2016
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Heart of the Customer
OCTOBER 20, 2016
Customer empathy is absolutely critical to a company-focused culture. Without empathy, employees focus on their own problems, rather than your customers’. They build overly-complex products based on what they want to buy, rather than starting with customer needs. And they certainly don’t understand the emotional context of your customers. Both Forrester and the Temkin Group […].
Kerry Bodine
OCTOBER 20, 2016
This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites. That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience. It would be easy for Exploratorium management to focus exclusively on the museum experience—everything that happens within their physical walls, represented by the square box in the middle of
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Beyond Philosophy
OCTOBER 17, 2016
Customers are not loyal because of the Customer Experience you provide. They are loyal because of the Customer Experience they remember you provided. Furthermore, customers don’t remember the entire experience but only bits and pieces. It is important to get these memorable bits right, or your customer loyalty will certainly go to pieces. The human memory isn’t as reliable as we would like to think.
Customers That Stick
OCTOBER 17, 2016
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CX Journey
OCTOBER 19, 2016
I originally wrote today's post for Clicktools. It appeared on their blog on March 31, 2016. I have modified it slightly since then. Are you listening to your customers? What are you doing with what you've heard? In order to transform the customer experience, it's critical that you listen to your customers. Unfortunately, customer listening has two major flaws - or, more accurately, companies have two major shortcomings when it comes to customer listening.
Customer Bliss
OCTOBER 20, 2016
Double talk. It can feel like it’s everywhere sometimes. Let me be a little bit blunt to open this post, although I think many of you may have experienced this at least once. In short? Customer culture is talked about by many leaders, but ultimately misunderstood by most organizations. Let’s do a quick example. We know many companies have “core values,” for example — and while often some of the top people try to live by them, oftentimes they feel like a list of word
Comm100
OCTOBER 20, 2016
Whether you’re selling billing software or dog sweaters, you can be sure to expect one thing this holiday season: a big increase in site traffic. Unless you’ve been living under a rock, this probably doesn’t come as a surprise to you. After all, online shopping is now more popular than ever before. Why would the holidays be an exception to this growing phenomenon?
Kate Nasser
OCTOBER 16, 2016
Perky customer service is valuable when combined w/ problem solving & action. Management & customer experience training insights fr The People Skills Coach™. The post Perky Customer Service Incompetence – Why Bother? | #cx #custserv appeared first on KateNasser.com.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
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Kerry Bodine
OCTOBER 20, 2016
This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites. That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience. It would be easy for Exploratorium management to focus exclusively on the museum experience—everything that happens within their physical walls, represented by the square box in the middle of
Customer Bliss
OCTOBER 18, 2016
Episode Overview. Kevin Bury had a very successful career as the CEO of several technology startups before he took on the senior customer experience leadership role at the very large technology company, SolarWinds. In our conversation, Kevin outlines how he’s used his depth of leadership experience and applied it to his new role in this large organization.
The DiJulius Group
OCTOBER 19, 2016
Where Do Your Sales Come From? Leaders love to talk about revenue streams by showing graphs and charts with the breakdown of sales categories. It is important to know the percentage of sales generated by products or services and to monitor trends, especially growth and decline of your business revenue. However, there is one critical […].
1 to 1
OCTOBER 19, 2016
Imagine a future where consumers no longer compare and select products, because companies already know exactly what each person wants and automatically deliver the right product. This may sound like science fiction, but at the DMA’s &Then annual conference, marketing experts outlined efforts to turn ideas like this into reality.Marketers have long strived to deliver the right product and service to the right person at the right time.
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.
Qualtrics
OCTOBER 20, 2016
You already offer a great service at a great price, but that may not be enough to keep your customers coming back for more, or motivate them to tell friends and family about your business. If you want to reap the full value of a customer, give them a memorable customer experience—one that goes beyond a simple exchange of value. Why Customer Experiences Are So Important.
Provide Support
OCTOBER 18, 2016
5 Tips to Train Your Customer Service Reps for More Confidence. Exceptional customer service starts with confidence. It is one of the most important components of delivering great service to your customers and developing quality employees. After all, customers want to know that the employee they are dealing with knows what one is doing and they get served in a professional manner.
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