Emotional Customer Experience

By Eldon Phukuile | Eldon Phukuile's Customer Experience Magazine

Outside-In vs. Inside-Out Thinking

<i>Image courtesy of 10ch</i><p><b>In the world of customer experience, what's the difference between outside-in and inside-out?</b><p><b>Inside-out thinking</b> means your …

Customer Experience

How B2B Customer Experience Affects Your Revenue

Continuing our “Great Articles You may have missed” series. Robert Caruso tells us about how B2B Customer Experience can affect our revenue.<p>Customer …

The most innovative companies all share these values

There are few greater compliments for a company than being perceived as innovative – fresh thinking and doing things differently to stand out from …

Innovation

Customer Experience (CX) Trends for 2017 and beyond…

Event Details<p>Journey map for experience based differentiation in 2017<p>(1) Trends that are shaping what consumers want from our brand experiences<br>(2) …

Customer Experience

Design Your Employee Experience as Thoughtfully as You Design Your Customer Experience

Improving customer experience is often a top business priority, but what about employee experience?<p>Temkin Group reports a correlation between employee engagement and success in customer experience. In its 2016 Employee Engagement Benchmark Study, the firm showed that companies that excel at …

Customer Experience

Great Customer Experience Starts With Trust: A Boxing Day Parable

<i>“So what’s this Boxing Day thing?”</i><p>During a break between sessions at CMSWire's recent DX Summit in Chicago, I returned to my company’s booth on the …

Customer Experience

Zappos CEO: Why Your Top Priority Should Be Company Culture

Tony Hsieh explains why he takes all the money that would be spent on advertising and invests it in customer service instead.

The Path To Business Growth

Sal was already sweating as she blustered into the gym on Monday morning. She sat down heavily on the bench in the changing room. The things she had …

Office holiday party: The CX of it

I’ve seen it a few places that the most popular time for an office holiday party is tonight (12/8), tomorrow (12/9), and this weekend. That makes …

Customer Experience

Where a Digital-First Customer Experience Fails: When it’s Not Designed…

With Thanksgiving turkey a distant memory – replaced by omnipresent holiday Muzak, elves and the tinsel-laden decorations in nearly every retail …

Design

3 Ways CX Can Make 2017 the Finest Year Yet for Your Brand

<i>Milestones are important reminders. What will your brand’s promise and purpose be in 2017, and where does the Customer Experience (CX) Program fit</i> …

Branding

INTERVIEW: Holger Hampf, BMW Head of Customer Experience Design

Back in October, we attended the 100 Years celebration of BMW in Santa Monica where the main theme was the future of mobility. To learn more about …

Autos

Creating Moments of Wow

Every company in every industry has the potential to create customer moments of wow. But, our research proves that only 9% of customers often have …

Customer Experience

Beware: Are YOU on Your Employee’s Naughty List?

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when …

Customer Experience

3 Vital Trends For Your Mobile Experience

How much time did you spend on your mobile today? Are you reading this article on it right now? When you misplace it or forget it at home, be honest: …

Design

3 Ways to Optimize Customer Experience Via Email

The pressure to create and maintain a stellar customer experience is a daunting challenge faced by brands, and the onus is increasingly falling on …

Email

Customer experience has become real business

When I started out on this Web journey back in the mid-Nineties, I was a bit idealistic and naïve. I actually believed that the Web could be a place …

Business

The Difference Between Customer Service and Customer Experience

There's a big difference between customer experience and customer service. In this video, Entrepreneur Network partner Patrick Bet-David goes through the major differences between the two. Bet-David also recommends some exercises you can do to understand customer service at your business.<p>Customer …

Customer Experience

MomentFeed Launches Online-to-Offline Customer Journey Tracking

MomentFeed, a provider of mobile customer experience management, has released MomentFeed 3.3, the latest verrsion of its platform, which now includes …

Marketing

Innovation in Customer Experience and Digital Health – #HITsm Chat Topics

Posted on December 6, 2016 I Written By <b>John Lynn</b><p>John Lynn is the Founder of the HealthcareScene.com blog network which currently consists of 10 blogs …

Customer Experience

Data Blitz, Amazon Go and NFL Disrupt Customer Experience

Disruption and change are exciting if you’re able to understand the key elements of change and what new opportunities are now going to be possible. …

Amazon

Five Trends Shaping The Future of Customer Experience In 2017

It’s that time of year! The 20-somethings drink too much at the holiday party, you book your ski season Airbnb, watch <i>Elf</i> and <i>The Holiday</i>, and reflect back on the year behind you. And as is custom here on Forbes I look at the year ahead in customer experience. In my customer experience predictions …

Trends

Marketing Day: The customer experience, top 2016 local search insights & Amazon Go

Here's our recap of what happened in online marketing today, as reported on Marketing Land and other places across the web.

Marketing

Neustar Launches Data Directory To Facilitate Connected Customer Experiences

Real-time information provider Neustar on Wednesday announced enhancements to its identity data management platform (IDMP) with the release of a new …

Marketing

How Brand Purpose Propels Brand Profits

We’ve all been in those meetings. The subject of the company’s brand purpose comes up and the C-level executives around the table roll their eyes or …

Procter & Gamble