Paris 2011: The New Total Customer Experience (TCE)

Sampson Lee

Blog Customer Experience Editor's PickRo King and her niece explore Paris through emerging channels and touch-points in the era of Internet—managing your brand equals managing the TCE. Summer in Paris by Ro King, Global CEM International Partner – the United States Many teenage girls dream of visiting Paris and this summer, I was able to make that dream come […].

The Customer Experience That Shouldn’t Have Been

Bryant Richardson

It was the best of experiences. It was the worst of experiences. It was actually a good customer experience with AT&T that followed a poor experience. I know, you don’t see “good customer experience” in the same sentence with “AT&T” too often, but it was. Customer Experiences #ATT #ATTCustomerCare #CustExp #CustServ Customer Experience Customer Service Twitter

Who Wins – Brand Or Customer Experience?

Beyond Philosophy

Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants. Red Bull is far from being the only brand that manages its Customer Experiences from an emotional viewpoint.

Globitel Launches “Missed Call Notification” Service in MTN Sudan

Globitel

Globitel , the leading telecom solutions provider, has launched the “ Missed Call Notification ” Service in MTN Sudan, on June 26th, 2011. Globitel Launches “Missed Call Notification” Service in MTN Sudan.

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. We were also able to use this data to predict future membership length based on the quality of experience.

Dubai: Belly Dancing, the Arabian Desert, and the TCE Model

Sampson Lee

Brownell O’Connor travels to Dubai experiences the city through various touch-points—a brand is perceived through the total customer experience (TCE). Blog Customer ExperienceBusiness Traveller to Dubai by Brownell O’Connor, Global CEM International Partner – Ireland We began our approach to Dubai. The Captain announced that we were 20 minutes ahead of schedule and that was great news.Then […].

I Love Amsterdam; Mainland Chinese Love Hong Kong

Sampson Lee

Alice Tse loves Amsterdam and Mainland Chinese love Hong Kong for different reasons; identify your battles – touch-point experiences – to win and to lose. Blog Customer ExperienceI amsterdam: A City of Differences by Alice Tse, Global CEM Operations Director – Hong Kong ‘I amsterdam’ is the name of the official English-language website for the City of […].

Employee Relations in the Contact Center

Bryant Richardson

I recently had the opportunity to talk about employee relations (ER) issues in the customer contact center with the Human Resources executive responsible for talent acquisition and organizational development for a Fortune 500 retailer. Contact Center Customer Experiences Leadership Call Center Customer Service Employee relations Human resources

Customer Experience: The Golden Ticket to The Billion Dollar Club [INFOGRAPHIC]

ProProfs Blog

The importance of customer experience is something that cannot be stated enough. Whether the memories associated with a place are positive or negative, we spread the word about the experience to all our friends and connections. The Importance of Customer Experience.

What is Customer Experience Improvement?

ClearAction

What is Customer Experience Improvement? That’s really the goal of customer experience management, whereas recommendations, high survey scores, repeat purchases, and so forth are all means to this end. how to be in-sync with customers?

The lost suitcase – the sad reality of customer experience evolution

ijgolding

In 2018, the Customer Experience Professionals Association (CXPA) celebrated its 7th birthday. In 2011, the creation of the CXPA saw the competencies and capabilities practiced by those working in the field of customer experience as a profession for the first time.

Customer Experience 2017 Reality Check – Evolution or Revolution?

ijgolding

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Click here to find out about my Customer Experience Book!

Federal Government Agencies Need Good Customer Experience Management, Too

Topdown

In a recent report entitled “ The Public Is Still Skeptical of Federal Digital Customer Experience ,” Forrester’s Rick Parrish notes that, since 2011, the White House has been trying to improve the federal digital customer experience. Customer Experience

The Contact Center’s Opportunity to Deliver Strategic Value

Brad Cleveland

By harnessing what’s learned from interacting with customers, contact centers (call centers) have enormous potential to provide valuable intelligence and support to other parts of the company.

REI and Balancing Sales and Customer Experience Improvement

PeopleMetrics

Sales or Customer Experience? Through the lens of his personal experience, the ex-employee asked : “If REI is focused on customer experience and a co-op style of business, why are employees only being measured by membership sales?”. The Entire Customer Experience.

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The New Era of Customer Relationships: Are You Ready?

Brad Cleveland

We are seeing the emergence of the greatest customer movement in history. Bad experiences (even if they are one in many thousands … Call Center Contact Center Customer Experience Customer Relationships Multi-channel Support Brad Cleveland customer loyalty Customer Service service levelIs your organization ready? Are you ready?

History’s Most Powerful Consumer Movement?

Brad Cleveland

Studies suggest that the vast majority of consumers now use search engines and sites such as the [link] to review the comments of other customers before making brand or product decisions. And bad customer experiences – even if they are one in many thousands … Call Center Contact Center Customer Experience Customer Relationships Customer Service Brad Cleveland ICMI zappos.com

Perspective on First Call Resolution

Brad Cleveland

First-call resolution (FCR) is an increasingly popular performance measure in customer contact environments. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (e.g., Several important lessons have … Call Center Contact Center Customer Experience Customer Service Leadership Brad Cleveland first call resolution ICMI

How to Improve Customer Experience and Sales With Voice of the Customer Research

Etech GS

Companies offering inbound call center services often train their employees to believe that the customer is always right. Researchers at MIT identify four aspects of VoC outcomes : • Customers’ needs. Customers’ perception of products or services.

The Customer Experience Hokey Cokey! Why do companies find it so hard to commit to CX?

ijgolding

So what on earth has this got to do with the subject of Customer Experience?! Over the last twenty years, Customer Experience as a strategic way of working has steadily increased in prominence. Short term focus – Customer Experience is a long term business strategy.

And Now for Some… ahem… Breaking News…

Brad Cleveland

A few month back, the Wall Street Journal ran a piece that concludes that “companies are trying harder to please customers amid the recession – and it appears to be working.”

The Customer Experience ‘7 Year Itch’! A frank and honest assessment of the CX profession

ijgolding

As a prolific writer on the subject of Customer Experience, I feel as though every article I publish is a reflection of sorts. I first became aware of job roles containing the words, ‘Customer Experience’ in the early noughties.

I’m like parsley – I get everywhere!’ – Stories that amazed and inspired me at the 2015 UK Customer Experience Awards!

ijgolding

September is the month where Customer Experience in the UK is celebrated – and celebrated in style. Having been involved since 2010, I have seen the annual ‘festival’ of Customer Experience grow from strength to strength.

The Simple Secret to the Ultimate Customer Experiences

PeopleMetrics

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. Be Nice to Your Customers.

5 Tips to Being a Customer Experience Rock Star

PeopleMetrics

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. Customer Experience

Southwest Airlines Ranked Top for Customer Experience

CSM Magazine

Southwest Airlines delivers the best customer experience in the airline industry, according to the 2018 Temkin Experience Ratings. Overall, the airlines industry averaged a 66% rating in the 2018 Temkin Experience Ratings and tied for 12 [th] place out of 20 industries.

CX = V! Customer Experience is not a job… it’s a vocation!

ijgolding

The very first question they asked me was “How did you become so passionate about customer experience management?” Using tools and methodologies to improve the ability of a business to meet and exceed customer expectation just made so much sense to me.

Belief, Growth and Sustainability – my perspective on the 2014 UK Customer Experience Awards

ijgolding

If you follow me on Twitter, it would not have escaped your notice that last week played host to the 2014 UK Customer Experience Awards. As I have already alluded – the 2014 UK Customer Experience Awards were the biggest ever.

Relationship vs Transactional Surveys for Measuring the Customer Experience

delighted

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? Do you know why some customers tend to stay while others go? These metrics help you work out where you can improve your customer experience to boost engagement and increase sales from potential and existing customers. How do you decide which type of survey is right for your business and customers?

Guest Blog: Why Convenience is a Key Differentiator in CX

ShepHyken

This week we feature an article by Jaime Bailey who writes about how important convenience has become to the customer experience and how it is a necessity for providing a competitive edge in today’s marketplace. . Have you gone through your own company’s customer journey recently?

Customer Experience Management is Essential to Your Business

Feedback

These are customer comments I found this morning on various retail shopping sites. Managing the Customer Experience. Customer experience today has a lot to do with feelings and emotions. When customers share their story, they’re not just sharing pain points.

The Evolving Scope of B2B Marketing: It’s All About Customer Experience

Answer Dash

According to Scott Brinker, founder of the website chiefmartec.com and author of The Marketing Technology Landscape Supergraphic, “Marketing is becoming responsible for customer experience throughout the organization.”

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How is Your Business Dealing with the Paradox of Choice?

Beyond Philosophy

That post-purchase anxiety about a decision is a common affliction for Customers. Reducing choices isn’t the answer though, as customers are attracted by large assortments; i.e. they like the feeling of having an abundance of choice. are ways to ease the customer decision making. .

Relationship vs Transactional Surveys for Measuring the Customer Experience

delighted

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? Do you know why some customers tend to stay while others go? These metrics help you work out where you can improve your customer experience to boost engagement and increase sales from potential and existing customers. How do you decide which type of survey is right for your business and customers?

Would Consumers (Really) Spend More For Better Service?

Beyond Philosophy

Lately, there has been a fair amount of productive dialogue as to whether service and experience are the same thing, i.e. a rose by any other name. Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Wells Fargo: They Should Do This

Beyond Philosophy

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. Wells Fargo blew it with their customers.

How Well Do You Know the Six Customer Experience Performance Domains?

CX Journey

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. Customers evolve.

The Case FOR Customer Experience as a Business Strategy

Horizon CX

Being a Customer Experience (CX) professional and having studied and practiced the art and the science of this wonderful CX discipline for over nine years now, (all within one organization) I pause to reflect on what the net result is of all the hard and dedicated work that we CX professionals have accomplished thus far and what we are yet to accomplish. What must we do to ensure every employee knows their role in the Customer Experience program?

5 key findings on the state of UK retail customer experience

Eptica

Date: Friday, March 31, 2017 5 key findings on the state of UK retail customer experience. Barriers to entry have dropped, competition has increased, and customer expectations continue to rise.

Want More Sales? Give All Your Money Away!

Beyond Philosophy

Marcario’s post talked about Patagonia’s grants to environmental groups and then said, “Along with many loyal customers, the initiative attracted thousands who have never purchased from Patagonia before. It costs far more to acquire new customers than to keep the ones you already have.

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