Philosophies to Improve Your Customer Experience in 2015

Beyond Philosophy

I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”. It is how they feel at every moment of your experience from beginning to end. There are many philosophies out there.

Is Your Customer Experience Accidental?

Beyond Philosophy

Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend.

7 Signs of Decline for the CX Movement in 2015

Beyond Philosophy

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon.

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A new era of experience branding: The KPMG Nunwood Customer Experience Excellence Centre 2015 UK Analysis

ijgolding

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. Intelligence in the Customer Engagement.

Customer Experience: Keep it Simple Stupid

Beyond Philosophy

When it comes to brands and their related experience, it’s critical that you KISS it. The truth is most Customers want things easy, too. According to Siegel and Gale, a branding firm specializing in simplicity, Customers like brands that have simplicity as a key value.

Yoga Pants Can Realign Customer Experience

Beyond Philosophy

Lululemon is a brand with a loyal cult-like following, but Customers began to sour on the Lululemon brand last year. And it’s because they are realigning to their Customer-center. The new fit descriptions are designed to help Customers know which fit is appropriate for what activity. The new wall is in response to Customer Feedback that they were confused about how the pants should fit and sometimes bought them too big.

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Most brands and corporations get by on transactional approaches to customer relationships. They market, and create experiences, within the branded vision.

3 Steps To Improved Customer Experience This Holiday Season

Provide Support

Customer expectations for the holiday season 2015. However, it is those 27% of retailers who cite improved customer experience as their top priority who are truly on right path to achieving their business goal of high revenue. 2003 - 2015 Provide Support LLC.

Virgin Shows Links Between Employee Experience and Customer Experience

Beyond Philosophy

I have written before of the link between a company’s employee experience and the Customer Experience they deliver on a company’s behalf. The paternity policy at Virgin reflects two critical elements for the link between Employee Experience and Customer Experience. Secondly, it shows that Virgin understands that an employee’s personal emotional state carries over into the emotional state they present to and create for Customers.

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.

Why the Customer Experience Doesn’t Create Loyalty

Beyond Philosophy

People don’t choose your product or service because of the experience they had; they choose it because of the experience they remember—and these two are not the same thing! Creating a great memory of your experience in your Customer’s mind is critical to creating Customer Loyalty.

Our Top Ten Customer Experience Blogs of 2015

PeopleMetrics

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement.

The Six Most Dreaded Words In Customer Experience

Beyond Philosophy

“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. There’s nothing going on to make it easy to enroll for those customers that have an established relationship with the store already. We’ve had a pretty good shopping experience so far. You’ll have to call customer service.”. You’ll have to call customer service.”.

Faces of Customer Experience: Nicole Miller

Customers That Stick

Customer Service > Customer Experience. Tell Us More About Yourself… What was your first job and what did you learn about customer service in it? Tell us how one outside influence impacted your customer service or customer experience thinking.

Faces of Customer Experience: Renee Cloyd

Customers That Stick

Customer Service > Customer Experience. Tell Us More About Yourself… What was your first job and what did you learn about customer service in it? As a young teenager, I already knew that customer service was important. Meet Renee Cloyd!

Faces of Customer Experience: Carol Euliss

Customers That Stick

I have been privileged to assist hundreds of babies into the world and help families have positive birth experiences. Customer Service < Customer Experience. Tell us how one outside influence impacted your customer service or customer experience thinking.

Metrics for Customer Experience Management

ClearAction

Metrics for Customer Experience Management. Metrics selection may be your most important decision for customer experience success. The gravity of upside and downside to customer experience metrics selection cannot be overstated.

Customer Experience Best Practices: Empathy

PeopleMetrics

In customer experience management , those challenges can threaten how we relate to customers as people. We’re trying to help our customers. Customers are people, with needs to satisfy and problems to solve. Customer journeys can be arduous.

Forging the link between Customer Experience and Innovation – Six Crucial Principles

Peter Lavers

There’s a view that ‘real’ innovation is all about anticipating what customers will want before they even know that they want or need it. acquisition) rather than about serving existing customers better (i.e. CUSTOMER EFFORT.

Customer Experience Design: 3 essential (design) skills for creating a great customer experience

ijgolding

Customer journey mapping and touchpoint analysis. Whilst process improvement is pretty well understood by many, Customer Experience Design is a skill set that has been less commonly deployed in organisations around the world.

Emotional Intelligence in Customer Experience Leadership

PeopleMetrics

Motivating Customer Experience Improvement. If you’re a customer experience leader, that duality is important to understand. Making Meaning Out of Customer Centricity. Trust in the Journey to Customer Centricity.

Why Customer Experience Research Has Morphed: Focus on Change from Cognitive and Rational to Emotional and Relationship-Driven

Beyond Philosophy

Over the past thirty years, most customer-related research has focused almost entirely on the cognitive, rational, and functional elements of decision-making. A lot of experience research still does this – getting importance and attribute ratings, identifying choices, and using modeling techniques to estimate decision weights – but, at the end of the day, it, i.e. purely cognitive and rational qual and quant, doesn’t work very well.

at the hollows – Customer Experience Review

ijgolding

I was inspired to create my own methodology for writing Customer Experience Reviews by reading and watching the plethora of infamous restaurant critics who are regularly in the public eye. 19th August 2015. How did the experience make me feel?

Is Your Customer Experience Infected?

Beyond Philosophy

But when it comes to Customer Experience, Cooties are a real thing and they are affecting the decisions that your Customer’s make. So how are cooties affecting your customer experience? The Power of Our Mind to Shape Our Customer Experiences.

The Best Customer Experience Strategies Are Invisible

PeopleMetrics

In this post, we’ll talk about how that theory applies to customer experience. Customer experience strategy should be approached in the same way. Great customer experience takes a lot of work. It just means that the customer only sees the result.

5 Changes to the CTS Blog in 2015

Customers That Stick

Happy New Year, and welcome to the first Customers That Stick TM blog post of 2015! To begin, we’ll be creating more free resources you can use to enhance your customer service and customer experiences. Subscribe to Customers That Stick’s TM YouTube Channel.

Why Customer Experience Excellence Requires HR Engagement

ClearAction

Why Customer Experience Excellence Requires HR Engagement. People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers.

How to Simplify B2B Customer Experience Improvement

PeopleMetrics

Once the contract is signed, products and services need to be customized to the now-client’s specs, which usually involves multiple teams on both sides. So even after the sale has long since been completed, maintaining a consistent B2B customer experience is no easy task.

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3 Biggest Customer Experience Mistakes

Andrew Mcfarland

(Guest post written by Art Zabalov an Inbound Marketer and customer experience blogger for live chat software startup Customericare.) So many articles discuss what “to do” so I thought I would turn to what “not to do” when it comes to delivering great customer experience.

What makes the the worlds #1 Customer Experience brands?

ijgolding

As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world’s ‘best’ Customer Experience brands are. Customer retention and loyalty CX Professionals CX Strategy # 1 Customer Experience Brands air new zealand Amazon apple bmw boden corporate attitude customer experience Disney First Direct John Lewis mercedes Starbucks

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Meet Your Customer Experience Goals: A Four-Step Guide

PeopleMetrics

We have 12 months to kick butt with our customer-centric goals. Superhero fantasies aside, what do you want achieve in 2015 with your customer experience efforts? Do you have a succinct definition of your customer experience goal?

Transparency Improves the Customer Experience

Andrew Mcfarland

If the answer is “never” you are missing a valuable way to (a) connect with your customers and (b) improve your product. Customer Experience Customer Loyalty Cook Diner Enterprise software Loyalty Transparency

Meet the Faces of Customer Experience 2014

Customers That Stick

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. We look forward to meeting more interesting professionals like them in 2015!

2015 Brand Ambassador Award Winners: Lessons in Customer Centricity

PeopleMetrics

These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers. Winners of the 2015 Award are: Jen Beier of 1st National Bank.

Music: A Marketing Tool

Beyond Philosophy

When it comes to branding there might be no better way than using music to help a Customer remember your brand promise. Apple and Coke have chosen good songs to create the memory with their Customers. Music has a unique effect on our brain, especially concerning memory.

Customer Experience Planning: Do This, Not That

ClearAction

Customer Experience Planning: Do This, Not That. Make sure your approaches are aligned with what customers want, and make sure your strategy is aligned with your enterprise objectives. Be brutally honest in your assessment of what is helping customers help you.

3 Types of Customer Experience Action Essential to ROI

ClearAction

3 Types of Customer Experience Action Essential to ROI. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. Here's the recipe: 1) Micro Customer Experience Action. 2) Macro Customer Experience Action.

How to Leverage Employee Feedback on Your Customer Experience

PeopleMetrics

If you can tell, we’re fans of using feedback in your customer experience strategy. It helps you keep tabs on your experience. However, when thinking about collecting feedback on the customer experience, we can limit ourselves to considering feedback from customers.

Loving Customers for Customer Experience Excellence

ClearAction

Loving Customers for Customer Experience Excellence. "Payin' " In a Superbowl ad, the company announced its random selection of customers to pay for purchases with "random acts of love", from the big game day through Valentine's day.