Emotional Customer Experience

By Eldon Phukuile | Eldon Phukuile's Customer Experience Magazine

What does it take to be a chief customer officer?

Chief customer officer at AXA PPP International, Andy Edwards, on why empathy is crucial to his role, and talks about the potential pitfalls of automating the customer service space.<p>How would you describe what you do and what does an average day look like?<p>I’m responsible for the delivery of global …

Customer Service

What I did in my first year leading Customer Experience, with Tom McCann - CB62

<b>Episode Overview</b><p>Tom is the Principle, Head of Member Experience at Aon Hewitt. While he’s been in customer-facing roles for about 25 years, he’s only …

Customer Experience

Customer strategy: Crawl, walk, run

It’s early 2017 now. Hopefully you have eyes on a customer strategy for this year. If not — or if you’re in the earlier planning stages of it — let …

Customer Service

Annette Franz: Without Happy Employees, Your 'C...

Over the course of her career, Annette Franz has observed and helped contribute to significant sh...

Employment

CX Transformation Day 2 - Sept 13, 2017 - Virtual Event

OPENING REMARKS BY TAMIR SIGAL<p>Click / tap on the thumbnail / photo for the <b>registration form,</b> please use your work email address<p>9am - 9:05am ET | …

Customer Experience

Beware! Don’t Make These Mistakes When Measuring Success

When you are improving your Customer Experience (CX), measuring your progress is crucial. Measurement tells you what you are doing right and, perhaps …

Customer Experience

Customer Centricity - The right thing in business

The right thing in business<p>A previous Consulta blog post raised the question about the ‘right thing’ in business. This is often unspoken actions and …

Exposed: How To Measure Your Customer's Loyalty and CX

Many organizations measure their Customer Experience (CX) in the wrong way. Chances are, you are too. So, what is it? How are you inadvertently …

Customer Experience

Your Entire Company Is A Contact Center

Why is it that in the moments that matter most — we spend the least amount of resources and effort to take care of our customers? It’s this lack of self-awareness that will be the demise of the world’s biggest companies. The bigger the company gets, the harder it seems to be to create one …

Customer Service

When The CMO Owns Customer Experience: 10 Top CMOs Share Their POV

Every CMO today is now in a continuous conversation with customers. Due to digital disruption, changing consumer behavior, and integrated technology, the role of the chief marketing officer is experiencing a renaissance. Instead of creating big-picture marketing campaigns, CMOs are now responsible …

Customer Experience

Forget Sales Quotas: Obsess About Your Customer Experiences

Stop obsessing about sales and start obsessing about customer value along the specific stages of the customer journey.<p>That's when your organization …

Customer Experience

Coffee Hits, Vol 6: Where Are We With CX and Digital Disruption

Since our last Artificial Intelligence (AI) focused Coffee Hits, we continue to focus on Digital Transformation articles that offer practical and …

Digital Transformation

Southwest Airlines gets a CX kudos during Hurricane Harvey

About 500 Southwest Airlines customers were stranded at Houston’s Hobby Airport last Sunday morning once the Hurricane Harvey flooding began and the …

Airlines

The Value of Measuring Net Promoter Score

It amazes me when I hear that a CEO or marketer has never heard of Net Promoter Score (NPS). I'm also shocked when folks tell me that they know all about NPS but aren't measuring it at their company. Really? NPS, along with other measures of social sentiment, is one of the best ways to grade your …

Customer Experience

Customer Experience: How to Keep Them Coming Back

A recent survey conducted by American Express revealed “In the past year, six-in- ten (60 percent) consumers intended to conduct a business …

Customer Service

20 Compelling Customer Loyalty Statistics | Create Loyal Staffing Clients

We say it all the time here: it costs far more to win a new client than it does to keep an existing one.<p>But don’t just take our word for it! These …

Loyalty

5 Ways to Grow Your Business with Customer-Centric Content

The digital revolution is growing your customers expectations for immediate response and service.<p>You may not even realize it, but you have most …

Bad data equals bad customer experience

In a competitive world with seemingly endless choices and price-wars, there’s one thing that can truly set you aside from the competition. Customer …

Ecommerce customer segmentation: basics, 6 types, 5 hacks

More articles<p>Mobile is forging ahead, even traditional retail trade is focusing on the online one, China swallows global ecommerce up. Online traffic …

Amazing! Disney Will Take You To A Galaxy Far, Far Away!

Disney has fired the latest salvo in the theme park Customer Experience wars, announcing a <i>Star Wars</i> themed resort where guests will become part of …

Walt Disney Company

More evidence that customer experience is about emotions

Some interesting, if not surprising, news from the customer experience world recently.Forrester recently released their US 2017 Customer Experience …

Customer Experience

4 Keys to a Successful Customer Experience Operating Model

SAN DIEGO — Gartner research director Jane-Anne Mennella took the stage here at the Gartner Digital Marketing Conference to spell out her formula for …

Customer Experience

The Higher the NPS, The Larger The Market Share

Markets

Parking and Customer Service

Recently this following post from Alberto Brea went viral on Linkedin and other social media:<p>It’s a great post and sums up something that we have …

Customer Service

Customer experience and marketing: Lean into the skid sometimes

I have a friend who works in marketing. Even though the normal way we think about marketing involves everything being branded and polished, she says …

Marketing

Marketing Maturity Mobilizes Customer Experience Mojo

In <i>sports skills</i>, maturity matters because it puts your game at the top echelon of competition. In <i>human development</i>, maturity matters because it means …

Measuring CX Goals Effectively

You’ve set the goal and your team knows the mission and is ready to begin. <b>Go!</b> While this is an admirable start (some companies never get this far)</b> …

Customer Experience Goal Silos Are Gotchas

Got it made with loyalty programs, voice-of-the-customer, first contact resolution, and CRM (customer relationship management)? Get a close look at …

The State Of The Mobile Customer Experience

The June 2017 research study from UserTesting on the retail mobile customer experience found that consumers expect a seamless online shopping experience no matter what device they use. Success in providing that exceptional experience for mobile shoppers involves making it as easy as possible.<p>That …

Customer Experience