Customer Experience
16 views | +0 today
Follow
Your new post is loading...
Your new post is loading...
Rescooped by Michelle Batt from Customer Service Best Practices
Scoop.it!

3 Reasons Customer Experience Management Fails | Business2Community

3 Reasons Customer Experience Management Fails | Business2Community | Customer Experience | Scoop.it
If you have nothing better to do sometime, pour a nice glass of wine and curl up with Arizona State’s Rage Study. The most recent edition is from 2013 and it tells us that almost $76-billion in rev…

Via BirdEye
Michelle Batt's insight:

This rage study is interesting, especially the shared chart. Some of these line items show that it's not just about process and technology. Sometimes, companies just don't do the simple things, like say "I'm sorry for your x trouble" or "Thank you" or… I am in the midst of an experience now with a large insurance company. The process has been horrible, passed around between claims folks, confusing messages, nothing is consistent, and it has made me feel the emotion of "rage" that as I explain what has happened along the way, nobody has even shown empathy and said a simple "I'm sorry." If we take a look at this list and take some kind of action, I bet we could see an impact!   

more...
No comment yet.
Rescooped by Michelle Batt from New Customer - Passenger Experience
Scoop.it!

Consumers demand experiential rewards from loyalty programs

Consumers demand experiential rewards from loyalty programs | Customer Experience | Scoop.it
Brands that are incorporating strategies to offer experienced based rewards in their loyalty programs are going to win and retain more customers compared to companies just offering discounts.

Via Eric_Determined / Eric Silverstein
Michelle Batt's insight:

Need to consider "Experience currency" to drive Loyalty. This refers to Loyalty Programs, but it's really about Loyalty overall.

more...
Eric_Determined / Eric Silverstein's curator insight, March 2, 2015 3:12 AM

Study by @JWT_Worldwide, “72% of #Millennials would rather spend money on #experiences than products”  #Social #media can be a useful activation marketing tool with members posting their once in a lifetime experience of these events.  Experiential #marketing appeals to consumers because it touches their passions in life.   


Which loyalty program are you most active in?


Share your thoughts.

Jean-Marie Grange's curator insight, March 3, 2015 9:41 AM

Offering discounts is not the best way to build #engagement

Darcy Bevelacqua's curator insight, March 4, 2015 7:38 PM

More consusmers are looking for something unique from the companies they love. They like connecting with others in a social setting and having access to unique content and events that others don't. Make your customers feel special and invent in getting to know them through special events. 

Rescooped by Michelle Batt from Customer Experience Best Practices & Issues
Scoop.it!

3 Ways to Master the Hashtag

3 Ways to Master the Hashtag | Customer Experience | Scoop.it
#amIdoingthisright? (3 Ways to #MastertheHashtag http://t.co/RSpObd429Q via @EntMagazine NICE WORK @nypl! #Brand #Loyalty #Life #Priority)

Via beyondthearc
Michelle Batt's insight:

I like this article on #hashtags!  Good points.  Enjoy!

more...
No comment yet.
Rescooped by Michelle Batt from The Waiting & Customer Experience Phenomena
Scoop.it!

Mapping the customer experience with customer experience journey maps

Do you know what your organization looks like from your customer’s perspective?

Via Shirley A Williams
Michelle Batt's insight:

Lengthy but some good content here on all aspects of customer journey mapping.

more...
Walter Adamson's comment, May 5, 2013 2:10 AM
Up to slide 37 looks good, I'll have to finish the remaining 92 later !
Walter Adamson's curator insight, May 5, 2013 2:11 AM

Big deck to take in slowly!

Shirley A Williams's comment, May 5, 2013 6:30 PM
LOL! it is a big deck Walter however I do think it a good resource to stimulate one's thought. Thanks for sharing your feedback too!
Scooped by Michelle Batt
Scoop.it!

Upcoming Webinar Speaks to Building a Holistic Voice of the Customer Program - PR Web (press release)

Upcoming Webinar Speaks to Building a Holistic Voice of the Customer Program - PR Web (press release) | Customer Experience | Scoop.it
Upcoming Webinar Speaks to Building a Holistic Voice of the Customer Program PR Web (press release) Discover how a global company takes customer feedback from multiple touch points – including Customer Service, Technical Support, and Web –...
Michelle Batt's insight:

Sorry to have missed this webinar.  Go Nancy!

more...
No comment yet.
Scooped by Michelle Batt
Scoop.it!

New Research: You're Doing Customer Experience Innovation Wrong

New Research: You're Doing Customer Experience Innovation Wrong | Customer Experience | Scoop.it
In a recent Forrester survey of 100 customer experience professionals, nearly half of respondents said that their executive team's strategy for customer experience is market differentiation. And an ambitious 13% said that ...
Michelle Batt's insight:

Like this!  "Reframe the experience" looking at key customers' perspectives on experiences throughout the typical day, regardless of what your company offers, to see the expectations and needs that exist and which ones are not being met.  Then determine if/how to innovate around that data.    

more...
No comment yet.
Rescooped by Michelle Batt from New Customer - Passenger Experience
Scoop.it!

#CMO Role in Delivering #Omnichannel #Customer #Experiences

#CMO Role in Delivering #Omnichannel #Customer #Experiences | Customer Experience | Scoop.it
Omnichannel is all about shifting from channel-centric to customer-centric – much more customer-centric than you are today. Knowing who your customers are and having a view of products and inventory across channels are the basic requirements to delivering exceptional customer experiences across channels and touch points.

This is not a project. A business transformation is required to empower people to deliver omnichannel customer experiences. The executive team needs to drive it and align compensation and incentives around it. A collaborative cross-functional approach is needed to achieve it.

Omnichannel depends on customer-facing teams such as marketing, sales and call centers to have access to a total customer relationship view based on clean, consistent and connected customer, product and inventory information. This is the basic foundation needed to deliver seamless, integrated and consistent customer experiences across channels and touch points and improve their effectiveness.

Via Eric_Determined / Eric Silverstein
Michelle Batt's insight:

Totally agree. #CX is NOT a project - it's about transformation. Driving the entire organization to know customers well and collaborating across business units to deliver the experience through desired channels. It won't work if everyone stays in their "own silo." Also love the Hyatt quote at the end!

more...
Eric_Determined / Eric Silverstein's curator insight, March 17, 2015 3:26 AM

“Customers don’t think in terms of channels and touch points; they just expect seamless, integrated and consistent #customer #experiences"

 

What are the challenges you face to offer a true omnichannel experience?


Great quote from Chris Brogan @ Hyatt:


"Our competitive differentiation comes from knowing our customers better than our competitors"


 

Darcy Bevelacqua's curator insight, March 17, 2015 12:16 PM

the most important part of the business transformation is educating customer facing employees and enabling them to do a superior job by consolidating the information they need in one place. Your organization needs to know their customer's better than the competition and serve them utilizing that knowledge. 


Guislain d'Hauteville's curator insight, March 18, 2015 10:55 AM

According to a recent report, Gartner’s Executive Summary for Leadership Accountability and Credibility within the C-Suite, a high percentage of CEOs expect CMOs to lead the integrated cross-functional customer experience....

Rescooped by Michelle Batt from New Customer - Passenger Experience
Scoop.it!

4 key #mobile market trends in 2015

4 key #mobile market trends in 2015 | Customer Experience | Scoop.it
2014 was the year that mobile stopped being the next big thing and became THE BIG THING. In 2015, we can identify four types of apps, each with their own characteristics and challenges.

Via Eric_Determined / Eric Silverstein
Michelle Batt's insight:

Like! but consider this: Mobile/IT app developers are missing a BIG opportunity. Need to change approach from "monetizing" to "humanizing" #CX #CXO

more...
Eric_Determined / Eric Silverstein's curator insight, February 25, 2015 2:05 AM

1. Mobile Commerce - #Engagement

2. Mobile Games - #Gamification

3. Utility #Apps

4. #Social Apps


Do you agree with the 4 #Mobile trends above?


Which other trends do you foresee?

Rescooped by Michelle Batt from Social Media Useful Info
Scoop.it!

Why Your Brand Needs Social Customer Service | Social Media Today

Why Your Brand Needs Social Customer Service | Social Media Today | Customer Experience | Scoop.it

By choosing social media over other communications channels, millions of customers have given voice to their concerns in what has become an increasingly public arena.

 

Businesses no longer ask whether they should respond to these issues or not, but how.

 

Social customer service is now a fully established requirement for customer support. However, many still find it hard to tease out the differences between social monitoring, social marketing and social customer service.


Via Ivo Nový
Michelle Batt's insight:

Think you're on top of the SoMe game?  Can you name each of these icons? 

more...
Mehdi BH's comment, September 12, 2013 5:15 AM
Correct !
Rescooped by Michelle Batt from The Waiting & Customer Experience Phenomena
Scoop.it!

Today's 8 Consumer Habits Of the COMsumer [INFOGRAPH] - Social Media Pearls

Today's 8 Consumer Habits Of the COMsumer [INFOGRAPH] - Social Media Pearls | Customer Experience | Scoop.it
Today's consumer is a COMsumer. Here are Today's 8 Consumer habits of that savvy consumer.

Via Shirley A Williams
Michelle Batt's insight:

Interesting, helpful, well laid out stats on SoMedia.  It's obviously important to focus here. 

more...
No comment yet.
Scooped by Michelle Batt
Scoop.it!

The Voice of the Customer… Are You Listening? | Ted Rubin

The Voice of the Customer… Are You Listening? | Ted Rubin | Customer Experience | Scoop.it
The Voice of the Customer… Are You Listening? by @TedRubin http://t.co/8eCDtbJnx8
Michelle Batt's insight:

Have not read his book yet, but think this article is right on point.

more...
No comment yet.