Customer Experience
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The CEO guide to customer experience | McKinsey & Company

The CEO guide to customer experience | McKinsey & Company | Customer Experience | Scoop.it
Companies that create exceptional customer experiences can set themselves apart from their competitors.
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Helpful high-level perspective on how to understand and impact customer journey's

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Measuring customer effort: Is it time we moved on from Net Promoter Score? | MyCustomer

Measuring customer effort: Is it time we moved on from Net Promoter Score? | MyCustomer | Customer Experience | Scoop.it
If customer satisfaction is directly linked to minismising effort, is NPS still a valid metric?
Cammie Dunaway's insight:
Powerful idea to start measuring the ease with which consumers can engage with your brand.
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The Great Customer Experience Divide

Download the full eConsultancy report, “The Customer Conversation” at http://ibm.co/1CIK0qq. Think you know your customers? Think again. See what consumers a…
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Leadership Lessons From Walt Disney: Perfecting the Customer Experience

Leadership Lessons From Walt Disney: Perfecting the Customer Experience | Customer Experience | Scoop.it
At Disney Institute , we were recently reflecting on the phrase, simple is the new smart, and it reminded us of a leadership philosophy we share with our clients and training program attendees: Keep it simple so that everyone understands.
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My best days are always the days I am interacting directly with customers and consumers.  Walt said it best " get out there, be willing to listen, and then institutionalize learning and continuous improvement to better serve your customers."

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Customer Experience Best Practices: Change Management (2 of 2) - Business 2 Community

Customer Experience Best Practices: Change Management (2 of 2) - Business 2 Community | Customer Experience | Scoop.it
1-4.  Best Practices, Revisited. For the sake of clarity (and to refresh your memory), here are the four best practices we covered in part one: Build awareness, and plan communications. Involve empl…
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Good framework and practical suggestions for helping your organization embrace the voice of the customer.

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Definitive Proof that Great Customer Service Pays Off

Definitive Proof that Great Customer Service Pays Off | Customer Experience | Scoop.it
Listen up, companies. It pays to invest in great customer service. How do we know?
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Surprised that Nordstrom and Zappos are not higher but still some great stats
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Customer Service as Product Experience

Customer Service as Product Experience | Customer Experience | Scoop.it
Brands need to think of customer service as part of the product experience. To be competitive, a brand’s customer service needs to be fast and personal. Social media can make it transparent and ubiquitous.
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Customer service not as cost center but as differentiator

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Go Social or Go Home: Why Twitter and Facebook Are Now Basic Customer Service Channels

Go Social or Go Home: Why Twitter and Facebook Are Now Basic Customer Service Channels | Customer Experience | Scoop.it
Ringing a call centre to speak to a customer service operator is fast becoming an arcane practice.
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Virgin's customer chief: Customer experience comes down to your people - CMO

Virgin's customer chief: Customer experience comes down to your people - CMO | Customer Experience | Scoop.it
CMO Virgin's customer chief: Customer experience comes down to your people CMO Organisations wanting to pay more than just lip service to customer experience not only need executive-level vision, they must win the hearts and minds of every member...
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Customer Experience comes down to your people.
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Every Marketing Campaign Lives or Dies on this Foundation - Huffington Post

Every Marketing Campaign Lives or Dies on this Foundation - Huffington Post | Customer Experience | Scoop.it
Every Marketing Campaign Lives or Dies on this Foundation Huffington Post Think of this "exercise" as core marketing strategy, enabling your business to build out tactical go to marketing processes downstream that map to the needs of the profile...
Cammie Dunaway's insight:

Nice reminder about the importance of getting the right consumer understanding and tips on how to do it.

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Top 10 Predictions For The Future Of Customer Experience - Business 2 Community

Top 10 Predictions For The Future Of Customer Experience - Business 2 Community | Customer Experience | Scoop.it
Business 2 Community Top 10 Predictions For The Future Of Customer Experience Business 2 Community In the realm of customer experience, today's consumers are more informed, more collaborative, Top 10 Predictions For The Future Of Customer...
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Fun (and for the most part I think) spot on predictions.

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Why Chipotle’s Customer Experience is Trouncing the Competition | Help Scout

Why Chipotle’s Customer Experience is Trouncing the Competition | Help Scout | Customer Experience | Scoop.it
Sorry, Taco Bell. Just about the only thing I love about you these days is your hilarious company Twitter account. Indeed, the darling of (RT @E2ECustExp - Hot stuff!
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Why Your Brand Needs Social Customer Service

Why Your Brand Needs Social Customer Service | Customer Experience | Scoop.it
Social customer service is more than just fixing a part, answering a question, sharing a new shortcut, or completing an upgrade. It’s about creating better a customer experiences.
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The Best (and Worst) Companies for Customer Service - NBCNews.com

The Best (and Worst) Companies for Customer Service - NBCNews.com | Customer Experience | Scoop.it
Consumer Reports is out with its list of the best and worst industries and companies for customer service.
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100 Customer Service Statistics You Need to Know | InsightSquared

100 Customer Service Statistics You Need to Know | InsightSquared | Customer Experience | Scoop.it
The ultimate list of customer service statistics. See the latest trends in customer behavior and customer service team practices, by the numbers.
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A good quick source of customer experience stats that you can use to rally your team or CEO
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Customer Journey Mapping – The Right Steps…

Customer Journey Mapping – The Right Steps… | Customer Experience | Scoop.it
Customer Experience is much bigger than Customer Service. The experience a customer gets doesn’t just come from the service they receive. Their experience is also determined by the product and chan…
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Nice overview of a simple process to map out the current and desired expereince.

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5 Ways CMOs Can Deliver A More Integrated Customer Experience - Huffington Post

5 Ways CMOs Can Deliver A More Integrated Customer Experience - Huffington Post | Customer Experience | Scoop.it
Back in January of this year in an article entitled Are CMOs Poised To Take Over Technology Purchasing? I wrote that "Whether they (CMOs) are ready or not, technology is fast becoming an inextricable part of the CMO's functions, and they need to...
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Only 13% of CMOs say they are delivering an integrated customer experience. Research from CMO Club shows how to make progress.

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11 customer experience statistics you need to know

11 customer experience statistics you need to know | Customer Experience | Scoop.it
Consumers are two times as likely to share their bad customer service experiences than they are to talk about positive experiences. (2012 Global Customer Service Barometer) (This is a must read for any sales or service rep!
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Good stats
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The 6 Commandments Of An Exceptional Customer Experience

The 6 Commandments Of An Exceptional Customer Experience | Customer Experience | Scoop.it
Managing the customer experience across multiple channels is one of the more complex challenges many companies face. But it’s also the path to customer loyalty and continued growth.
Cammie Dunaway's insight:
Interesting insight that while millennials share experiences through social channels they still like phone service when it comes to resolving experience problems.
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John_powel's curator insight, September 19, 2014 5:00 PM

Your customer experience will define the success of your business, so  give it the attention it deserves and reap the rewards.

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The secret to delighting customers

The secret to delighting customers | Customer Experience | Scoop.it
On a visit to a Disney theme park, a little girl and her mother came to a fenced-off construction site. To her mother’s dismay, the little girl threw her favorite Disney doll, Belle, over the fence.
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Weird Customer Service Tip: A Four-Time Complaining Customer Should Be ... - Forbes

Weird Customer Service Tip: A Four-Time Complaining Customer Should Be ... - Forbes | Customer Experience | Scoop.it
Weird Customer Service Tip: A Four-Time Complaining Customer Should Be ...
Forbes
A customer who brings up two, three, even four complaints in a row is just a whiner, right?
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I think this is painful but true!

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How Disney Creates Magical Experiences (and a 70% Return Rate) | Help Scout

How Disney Creates Magical Experiences (and a 70% Return Rate) | Help Scout | Customer Experience | Scoop.it
Disney’s ability to “wow” its fans and captivate customers for decades is explored in depth in Be Our Guest, a veritable (RT @helpscout: New: "How Disney Creates Magical Experiences, and a 70% Return Rate" http://t.co/6nLLuoTuHx)...
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Good summary of the lessons in a classic book on Disney "Be Our Guest"

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How to achieve a consistent customer experience globally - Marketing

How to achieve a consistent customer experience globally - Marketing | Customer Experience | Scoop.it
How to achieve a consistent customer experience globally Marketing This clears the way for global commonalities and local insight to define the biggest opportunities, shaping the customer experience through a defined brand identity, customer...
Cammie Dunaway's insight:

Clearly, there are brilliant global campaigns based on a core insight, but recent Millward Brown analysis found that among campaigns that tested very highly in one country, only one in 10 did equally well in another country.

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Lessons in Customer Service From the World's Most Beloved Companies - Entrepreneur

Lessons in Customer Service From the World's Most Beloved Companies - Entrepreneur | Customer Experience | Scoop.it
EntrepreneurLessons in Customer Service From the World's Most Beloved CompaniesEntrepreneurBefore we get into the nitty gritty, let's begin with a reminder as to why the investment in great service is worth the effort.
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Great examples from some of my favorite companies
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Customer Service as a Differentiator: The “My Pleasure” Principle

Customer Service as a Differentiator: The “My Pleasure” Principle | Customer Experience | Scoop.it
What did Burger King, McDonalds, Taco Bell, KFC or your favorite retailer, cell phone or utilities company’s service staff say to you the last time you said thank you?
Cammie Dunaway's insight:
The importance of big things - investing heavily in customer feedback and small things - training staff to say 'my pleasure' when a customer says thank you.
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