Beyond Philosophy

SEPTEMBER 9, 2014

'How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? What is going wrong here? Quite simply, on many occasions Customers don’t know what they want and will say the first thing that comes to their head. Therefore to discover this ‘hidden’ aspect of a Customer Experience you need to undertake a different form of research.

Consulting 403

Consulting Consulting Customer Experience 403

Win the Customer

SEPTEMBER 12, 2014

'In digital world, thoughts and opinions are processed at lightning speed, so with the very real possibility of a customer’s negative experience going viral, businesses are making exceptional (and proactive) customer service an operational necessity.

Customer Service 137

Customer Service 137

ijgolding

SEPTEMBER 8, 2014

'I have often said in the past how lucky I am to have so many people share their customer experience stories with me. Sometimes the stories are difficult to hear. Sometimes the stories are inspiring. In all cases I believe that through the use of storytelling, it is possible to bring to life the significance of the customer experience in the organisations we work and interact with.

Customer Experience 131

Customer Experience Customer retention Customer Service 131

CX Journey

SEPTEMBER 9, 2014

'Image courtesy of Dobi How is low trust impacting your organization? Your business results? I''ve written about trust at least a dozen times in the past. In response to my recent post, A Culture of Distrust , Richard Fagerlin reached out to me about his book Trustology : The Art and Science of Leading High-Trust Teams. He wanted to get my thoughts on his stance on trust.

Employee engagement 77

Employee engagement Personalization 77

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Beyond Philosophy

SEPTEMBER 11, 2014

'Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. That is to say, Amazon has it—and Bank of America doesn’t.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

Brad Cleveland Blog

SEPTEMBER 9, 2014

The Edge of Service® Newsletter, Issue 10: Beware Others’ Benchmarks Let me begin with a quick preface. The title is “beware others’ benchmarks,” not ignore them, or be uniformed of them. Benchmarks are necessary. But to the definition of beware… be on guard, be wary. Remember in school when you got back graded tests?

Benchmark 20

Benchmark Contact Center Call Center Customer Service 20

CX Journey

SEPTEMBER 11, 2014

'Image courtesy of HuffPos t When you make organizational improvements - be they for the benefit of employees and/or customers - are your efforts spot on or misguided? I recently read an article about a new dress code being imposed on Wal-Mart employees (effective later this month). The purpose of the new dress code is to help customers more-easily identify employees.

Government 63

Government Customer Experience 63

Beyond Philosophy

SEPTEMBER 9, 2014

'How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? What is going wrong here? Quite simply, on many occasions Customers don’t know what they want and will say the first thing that comes to their head. Therefore to discover this ‘hidden’ aspect of a Customer Experience you need to undertake a different form of research.

Customer Experience 188

Customer Experience 188

Customer Interactions

SEPTEMBER 11, 2014

'CCTV cameras are a fixture on nearly every university campus. But security departments are starting to evolve their thinking around situational awareness beyond just having video, and beyond video’s value solely as a deterrent or forensic tool. “Video has always been a force multiplier but it’s not an absolute solution,” explained John Matherson, an independent information technology and physical security technology consultant specializing in higher education, local and

Education 29

Education Government Consulting Consulting 29

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Surveys

Brad Cleveland Blog

SEPTEMBER 9, 2014

The Edge of Service™ Newsletter, Issue 10: Beware Others’ Benchmarks Let me begin with a quick preface. The title is “beware others’ benchmarks,” not ignore them, or be uniformed of them. Benchmarks are necessary. But to the definition of beware… be on guard, be wary. Remember in school when you got back graded tests?

Benchmark 20

Benchmark Contact Center Call Center Customer Service 20

Beyond Philosophy

SEPTEMBER 11, 2014

'Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. That is to say, Amazon has it—and Bank of America doesn’t.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

Beyond Philosophy

SEPTEMBER 9, 2014

'How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? What is going wrong here? Quite simply, on many occasions Customers don’t know what they want and will say the first thing that comes to their head. Therefore to discover this ‘hidden’ aspect of a Customer Experience you need to undertake a different form of research.

Customer Experience 150

Customer Experience 150