Customer Experience
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Brand Traction: Advice for Hyundai's Next CMO: It's not a 'Model' Job

Brand Traction: Advice for Hyundai's Next CMO: It's not a 'Model' Job | Customer Experience | Scoop.it

Hyundai has been an anomaly in US automotive market, a market that is generally driven by inertia. Over long periods of time, very little changes in the sales rankings. Very rarely does a brand gain or lose significant share. And that's because few automotive brands deviate from the tried and true automotive marketing playbook, where new model launches rule.

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Identifying the journeys that matter…to the customer

Identifying the journeys that matter…to the customer | Customer Experience | Scoop.it

How do you determine which journeys matter most in defining the customer experience? And how do you redesign each journey to maximize value by improving that experience? These questions can be addressed in three steps. While straightforward, they require knowing where to invest time in research and innovation, and where “just doing it” is not only good enough but necessary.

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Customer Engagement: Making the Right Connections with Guests and Staff - InMoment

Customer Engagement: Making the Right Connections with Guests and Staff - InMoment | Customer Experience | Scoop.it
Recent research among senior executives, carried out by CGA Peach in conjunction with InMoment, shows that, while there is a growing commitment across the hospitality sector to invest in customer engagement and feedback, there remains a significant opportunity to extract more meaningful insights, drive operational change and improvement, and see a greater return on investment. Here’s what was discovered.
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emotions analytics

emotions analytics | Customer Experience | Scoop.it

The use of Emotions analytics (EA) in business is controversial, primarily because companies that employ EA are not always forthcoming about the fact that they are collecting emotional data.

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Customer Effort, Net Promoter, And Thoughts About CX Metrics

Customer Effort, Net Promoter, And Thoughts About CX Metrics | Customer Experience | Scoop.it
There's been a recent uptick in people asking me about Customer Effort Score (CES), so I thought I’d share my thoughts in this post. As I’ve written in the past, no metric is the ultimate question ...
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Customer service is becoming more Kafkaesque by the day

Customer service is becoming more Kafkaesque by the day | Customer Experience | Scoop.it
Oscar Rickett: You told us: Companies like to deflect problems with call-centre bureaucracy then use social media to show they’re just like us. They’re not
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You Must Create Emotional Connections With Your Customers

You Must Create Emotional Connections With Your Customers | Customer Experience | Scoop.it
American call centers should understand that consumers are more influenced by emotional connections they make with the business.
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Improving Employee Empowerment Begins with Measurement

Improving Employee Empowerment Begins with Measurement | Customer Experience | Scoop.it

I read an article last week on employee empowerment by Annette Franz. She reflected on the merits of employee empowerment and also provided excellent examples of how employers can improve the customer experience by empowering their employees...

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QR Codes Kill Kittens Clip - YouTube

Keynote Speaker and Author, Scott Stratten, brings a rant from his new book "QR Codes Kill Kittens" to the stage at the Whataburger Family Convention. See...

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Big data vendors should stop dissing data warehouse systems

Big data vendors should stop dissing data warehouse systems | Customer Experience | Scoop.it
Wayne Eckerson outlines a conceptual architecture of analytical ecosystems, depicting the important role of data warehouse systems -- and says he's tired of data warehouse bashing.
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Voice of the customer: Is enterprise feedback dead or alive?

Voice of the customer: Is enterprise feedback dead or alive? | Customer Experience | Scoop.it
Is enterprise feedback management outdated or soaring to new heights? Experts including Bruce Temkin and Esteban Kolsky debate.  
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Companies That Care: How to Turn Customer Service Into a Compelling Competitive Advantage

Companies That Care: How to Turn Customer Service Into a Compelling Competitive Advantage | Customer Experience | Scoop.it
The true test of customer service is not what happens when things are going well. And it's not about meeting expectations. Those are just the ante to get in the game....
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Gartner Predicts 2014: Customer Support and the Engaged Enterprise

Gartner Predicts 2014: Customer Support and the Engaged Enterprise | Customer Experience | Scoop.it

Customer service is re-emerging as the core business strategy to create a winning customer experience. Great service needs to be consistent across all mobile devices, as well as social and digital media channels. It also needs to be personalized and consistent with marketing efforts.

Colin Knight's insight:

Interesting predictions including Facebook and Twitter threats to third party analytics and engagement applications, such as Attensity, Clarabridge and Medallia

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Customer Experience - CMO Priorities - Marketing Budget

Customer Experience - CMO Priorities - Marketing Budget | Customer Experience | Scoop.it
Customer experience is the next competitive battleground to differentiate one brand from another. Plan investments in your 2015 marketing budget.
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Big data: A powerful tool for businesses - Kansas City Business Journal

Big data: A powerful tool for businesses - Kansas City Business Journal | Customer Experience | Scoop.it

Big data isn't new, but the phrase is...


"Big data" can seem like a lofty, unattainable concept. A variety of definitions cover the term, but essentially, it's a wealth of data that's analyzed to uncover trends, patterns and correlations.

 

Colin Knight's insight:

Great tag line: "Don't overwhelm clients with data"

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Big Data Integration and Your Customer Genome

Big Data Integration and Your Customer Genome | Customer Experience | Scoop.it

One of business Big Data challenges is the integration of different data silos. The integration of these disparate customer data helps your analytics team to identify the interrelationships among the different pieces of customer information, including their values, interests, attitudes about your brand...

Colin Knight's insight:

Bob is one of the most insightful writers in this area

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Before the Startup

Before the Startup | Customer Experience | Scoop.it
Startups are very counterintuitive. I'm not sure why. Maybe it's just because knowledge about them hasn't permeated our culture yet. But whatever the reason, starting a startup is a task where you can't always trust your instincts.
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5 Ways Amazon Has Changed How Everyone Thinks About Customer Experience

5 Ways Amazon Has Changed How Everyone Thinks About Customer Experience | Customer Experience | Scoop.it
If you don’t like change, your going to like irrelevance even less. If you’re looking for an example of the customer experience revolution, Amazon has shown the way to innovate and dominate…
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Customer Journey Mapping in the Internet Age

Customer Journey Mapping in the Internet Age | Customer Experience | Scoop.it
Customer Journey mapping is an integral part of customer experience design. Customer journey maps help to understand the 360 degree view of customer experience lifecycle. While designing the customer experience for any business, it is very important to start with a holistic customer journey map.
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Analytics Strategies To Measure Social Signals

Analytics Strategies To Measure Social Signals | Customer Experience | Scoop.it

Getting high quality traffic to your website is very important, especially when you are undertaking a digital marketing campaign.

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Big Data Improves The Customer Experience Through Silo Integration

Big Data Improves The Customer Experience Through Silo Integration | Customer Experience | Scoop.it

Bob Hayes provides an overview of the field of Big Data and shows how the integration of different data sources can give you deeper insights about your customers than any single data source by itself.

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The backlash against big data

The backlash against big data | Customer Experience | Scoop.it

“BOLLOCKS”, says a Cambridge professor. “Hubris,” write researchers at Harvard. “Big data is bullshit,” proclaims Obama’s reelection chief number-cruncher...

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The Value of Enterprise Feedback Management Vendors

The Value of Enterprise Feedback Management Vendors | Customer Experience | Scoop.it

 EFM vendors help companies facilitate their customer experience management (CEM) efforts, hoping to improve the customer experience and increase customer loyalty.  However, a VoC program involves more than technology that helps companies capture, analyze and manage feedback...

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Strativity Releases Benchmark Survey Results - 81% of Global Companies Are Not Committed to Customer Experience

Strativity Releases Benchmark Survey Results - 81% of Global Companies Are Not Committed to Customer Experience | Customer Experience | Scoop.it

HACKENSACK, N.J., March 27, 2014 /PRNewswire/ -- Strativity Group, presents the results of the 2014 Customer Experience Management survey: Customer Experience in Action Study. A benchmark for Customer Experience and Customer Relationship Management professionals worldwide

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