Beyond Philosophy
JANUARY 14, 2015
'“You’ll Have To Call Customer Service”. As a customer, hearing this is, at minimum, a letdown. As a customer experience consultant, hearing this represents an experience failure. Organizations may try to whitewash it away by describing it as “something we’re working on” or “a service irregularity” or “service exception,” but it is simply, a fail.
Customers That Stick
JANUARY 29, 2015
'Meet Carol Euliss! I have been an RN for 36 years, a childbirth educator for 20 years, and a doula for 16 years. I have worked for Community Health Network in Indianapolis, IN for 27 years. I teach classes, coordinate a hospital based doula program, and attend births in the role of a doula. I have been privileged to assist hundreds of babies into the world and help families have positive birth experiences.
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Win the Customer
JANUARY 29, 2015
'The secret to Ritz-Carlton customer service lies in its strict adherence to its “Gold Standards” that include the Credo, the Motto, the 3 Steps of Service, the 20 Basics, and the Employee Promise. Service at the Ritz-Carlton is so outstanding at the hotel company that it has won the coveted Malcolm Baldridge National Quality Award twice, […].
Heart of the Customer
JANUARY 28, 2015
'As part of the launch of our new website, I’m interviewing Annette Franz, author of the popular Customer Experience (CX) blog CX Journey. In addition to her blog, Annette and I volunteer together as CX Experts at the Customer Experience Professionals Association (CXPA). We’re discussing all things journey mapping. Jim: So Annette, let’s start. You’ve […].
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
PeopleMetrics
JANUARY 12, 2015
'Every blank page in our shiny new calendars promises untapped opportunity, achievement, results, CX awesomeness. We have 12 months to kick butt with our customer-centric goals. To become NPS Olympians. To gear up, plan our journey, and climb to the summit. Sure, we CX professionals are a hopeful bunch. But, as they say, hope is not a strategy. So, we thought we would share our practical guide to reaching our goals.
Bill Quiseng
JANUARY 26, 2015
One of the real benefits of social media is connecting with people from around the world who we would otherwise not meet. I especially appreciate meeting individuals who are as committed as I am to helping small businesses create a customer experience that builds loyalty. This week’s guest post is from Adam Ramshaw based in Australia. Once you read his post, you will see Adam shares that commitment.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customers That Stick
JANUARY 12, 2015
'Today we are releasing our new guide to customer service and customer experience higher education programs. The Customers That Stick TM Guide to Customer Service Certificate and Degree Programs is designed to help shine a light on the growing importance of our field and to help generate interest in those higher learning institutions that are at the forefront of customer service and customer experience education.
Win the Customer
JANUARY 5, 2015
'Highly effective and quality service like that delivered by the Ritz-Carlton Hotels is a prime example of organizations that have mastered the art of going above and beyond in the call of service through their innovative service experience. An experience with a team member at the Ritz-Carlton is different in that they will deliver a […].
ClearAction
JANUARY 11, 2015
Metrics for Customer Experience Management. Metrics selection may be your most important decision for customer experience success. Metrics drive thinking and doing, because they communicate to executives and employees what matters most to the company, what will be visible to peers and the chain of command, and what will be rewarded. The gravity of upside and downside to customer experience metrics selection cannot be overstated.
PeopleMetrics
JANUARY 14, 2015
'In the romantic view of creativity, the artist waits. Then in a flash of inspiration, the artist suddenly receives a fully formed idea. All the artist has to do is bring it to life. In a more realistic view, as regular artists and creative types can tell you, you have to get to work to be productive. Creating a body of work is not about waiting for a lighting strike.
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C3Centricity
JANUARY 19, 2015
As you have no doubt already noticed, my Blog posts and those of many other Bloggers too, are often prompted by real-world experiences. This week is no exception. I want to share with you some examples of how companies jeopardise the loyalty of their customers and also seriously limit their chances of getting repeat purchases. [.]. The post Are you Jeopardising your Customers’ Loyalty?
Beyond Philosophy
JANUARY 16, 2015
'The end of 2014 was really busy. My wife just had a fairly serious surgery (she’s doing great, but recovery takes time), and I am launching a eBook. So of course it should be evident this was the ideal time to redesign the user interface on my company’s website ! If you have ever suffered through this process, then you know that having this many balls in the air and taking on a website redesign is bordering on mad.
Customers That Stick
JANUARY 22, 2015
'The words Big Data are spoken every day in corporate offices around the world. And the benefits of it to companies and customers is, well… big. And while Big Data is becoming more accessible to small to medium-sized businesses (SMBs), the basics of customer information — small data, if you will — is still where customer and experience meet for most organizations.
Win the Customer
JANUARY 13, 2015
'One of the most important parts of selling to new customers or keeping existing customers is to build trust and build customer relationships. If you’ve got a strong customer relationship, you can sell at higher prices and get bigger sales opportunities than if you don’t have such a deep relationship. If your customer experience is […].
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
ClearAction
JANUARY 14, 2015
State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? After all, B2B account teams are usually quite involved with clients throughout a long sales cycle, interacting with various influencers of the buying decision and almost "living" the customer journey alongside their clients.
PeopleMetrics
JANUARY 20, 2015
'I was at a conference once, riding a loud charter bus toward a free dinner. I was sitting next to a friend I hadn''t seen in a while, and we were catching up. He mentioned his recent wedding, and how a mutual colleague officiated. (We''ll call the colleague Michael.) Then he noted how, in the ceremony, Michael elaborated on one notion in particular.
Heart of the Customer
JANUARY 8, 2015
'There’s been an ongoing discussion on the CXPA’s LinkedIn group around an article listing the most effective journey mapping tools. Tools mentioned were Visio, a presentation tool and a spreadsheet. But this discussion isn’t really just about journey mapping. It goes to the heart of how we communicate with the rest of our organization.
Beyond Philosophy
JANUARY 28, 2015
'In this series, professionals share how they rocked — or didn’t! — the all-important first 90 days on the job. Follow the stories here and write your own (please include the hashtag #First90 in the body of your post). First impressions are vital. However, the actions during the first 90 days of anybody’s new job are more important to forming a good and hopefully lasting relationship with your new employer.
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
Customers That Stick
JANUARY 8, 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.
Win the Customer
JANUARY 27, 2015
'To succeed in the age of the customers, call centers need to transform into action centers focused on meeting and exceeding customer expectations. A Forrester report concluded that just 31% of all organizations really look closely at the quality of the customer service interactions taking place in their call center each day. Furthermore, only about 30% […].
Customer Bliss
JANUARY 15, 2015
'Most companies jump in to the CX work without evaluating how the organization works together, whether the CEO is truly committed and if the patience exists for the long road ahead. Here are the eight key issues that usually get in the way of making progress in your focus on customers inside your organization. See if you recognize any of them in your organization. 1.
PeopleMetrics
JANUARY 23, 2015
'Culture is the new black. Every year, Merriam-Webster analyzes all of the searches in their online dictionary. They find the most popular search term, with the largest increase in search volume, and give it the title of the “word of the year.”. “Culture” took home the prize in 2014. Apparently, throughout the year, hundreds of thousands of people were looking for clarity in the broad, nebulous notion of culture.
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
Heart of the Customer
JANUARY 15, 2015
'Is it your Net Promoter Score (NPS)? Customers who say they’re likely to purchase again? Some other survey metric? Or is it something else. If you spend as much time reading customer experience (CX) reports as I do, you might pick up on a theme. Many of us actually believe that if a customer says they’ll purchase more from us, then they actually will.
Beyond Philosophy
JANUARY 19, 2015
'According to Nielsen, word-of-mouth is the most trusted source of decision-influencing and decision-making information for consumers around the world. Having often addressed the power of informal communication ( [link] ), it’s always gratifying to have confirmation by respected research and consulting organizations. Consumer motivation research (“On Brands and Word of Mouth”, Journal of Marketing Research, August, 2013), conducted by several professors at U.S. and Israeli business schools, repr
Customers That Stick
JANUARY 5, 2015
'Happy New Year, and welcome to the first Customers That Stick TM blog post of 2015! I thought our first post of the year would be a good time to talk about some of our upcoming plans for the blog. While the changes are not revolutionary — the blog will still be very recognizable to regular readers — it is evolutionary, and we will be refining our focus and and concentrating on some exciting new areas to help provide you even more value.
Win the Customer
JANUARY 28, 2015
'The telephone has been proven to be the most basic and core tool for any organization to truly understand its customers and effectively serve them. I recently attended the Association of National Advertisers’ 2014 Masters of Marketing Conference, alongside some 2,800 other marketers and vendors. Throughout the event, the concepts of brand purpose and listening, as well as […].
Speaker: Aaron Jacob, VP of Accounting Solutions & Reagan Cook, GTM Lead
Are you struggling to navigate the complexities and challenges that come with crypto accounting? 🤔 This new webinar will cover everything businesses need to know to get started with crypto accounting after incorporating crypto into their business models! Industry experts Aaron Jacob and Reagan Cook of TaxBit will thoroughly explore the prevalent operational hurdles encountered by accounting teams when interacting with crypto on the books, and detail how software solutions can effectively
ClearAction
JANUARY 28, 2015
Exploring the Elusive ROI of Customer Experience Management. Many of us subscribe to customer experience management (CXM) as promising substantial business results by (a) encouraging customers to say great things about your company (growing the funnel of prospective buyers) and by (b) encouraging customers to buy more (expanding share of budget, buying from more product lines, and buying premium offerings).
CX Journey
JANUARY 16, 2015
'Image courtesy of Carli Jean Are you delivering a great customer experience - or are you just relying on advertising to create awareness and sell your products? On the eve (sorta) of the biggest day of the year for the advertising industry (OK, for commercials. we love to watch the Super Bowl commercials), I thought I''d share some thoughts on the common disconnect between advertising and the customer experience.
Customer Bliss
JANUARY 27, 2015
'Beloved companies know that the outcome of their decisions and their actions reveal who they are and what they value. Companies who decide to believe make belief a competency of their business, people, and operation. Are you a company of believers? Review the ten actions of believers. Can you say yes to each action? . 1. Make employee selection a priority.
Beyond Philosophy
JANUARY 23, 2015
'My mum always told me, “You can catch more flies with honey than you can vinegar.” In other words, people respond better to rewards than punishments. As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want. Several studies conclude that positive reinforcement is the best way to encourage better behavior.
Speaker: Brad Pinneke, VP of Business Development at Payrix and Worldpay for Platforms
In this webinar, Brad Pinneke, Vice President of Business Development at Payrix and Worldpay for Platforms, will dive into the 7 must-have criteria for evaluating payments partners, helping you maximize both efficiency and the long-term value of your investment. From assessing technology capabilities to leveraging business development opportunities, this session will give you a clear, actionable strategy to select the right partner for scaling your business.
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