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Customer Service Experience Innovation - Your Big Opportunity

Customer Service Experience Innovation - Your Big Opportunity | Customer Experience Excellence Best Practices | Scoop.it

Having just completed an innovation session last week where The Brainzooming Group was leading a client in addressing its customer service experience innovation, this Brainzooming guest blog post from Woody Bendle was top of mind for me. Woody shares a robust approach to pursue if you are trying to address any opportunity to differentiate your organization relative to the customer experience you deliver.


Via Peter Verschuere, Rowan Norrie
Rosetta Carrington Lue's insight:

Customer service innovation is understanding your customer's needs, wants, and expectation and being able to meet/exceed those objectives.

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Rowan Norrie's curator insight, July 8, 2013 5:30 AM

As with any innovation project, customer service innovation is first of all about thoroughly understanding your customer's needs, wants and expectations.

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Rescooped by Rosetta Carrington Lue from Corporate Culture and OD
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Google Perspective: Creating a Culture of Innovation

Google Perspective: Creating a Culture of Innovation | Customer Experience Excellence Best Practices | Scoop.it
True innovation is improving something by 10 times not 10%. Improve your #companyculture! Learn more:http://t.co/1pUzcEBtpc #leadership

Via jean-luc scherer, Alexis Assimacopoulos
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Rescooped by Rosetta Carrington Lue from Customer Adoption of Cloud Services
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The Powerful Reach of a Happy Customer (Infographic)

The Powerful Reach of a Happy Customer (Infographic) | Customer Experience Excellence Best Practices | Scoop.it
You don't have to do all the marketing yourself. Your satisfied customers will take it from here.

Via David Ednie
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David Ednie's curator insight, April 23, 2:02 AM

Create your own unpaid sales force by turning your happy customers into fans and fans into broadcasters of your services.

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How To Build A Culture Of Customer Service Excellence In 10 Minutes A Day

How To Build A Culture Of Customer Service Excellence In 10 Minutes A Day | Customer Experience Excellence Best Practices | Scoop.it
It’s 9 am local time in Istanbul, and at the Ritz-Carlton Hotel the troops are smiling and dressed to serve. But before they face a single guest, they make time for their 10-minute “lineup” meeting, a chance to align themselves for the task at hand by discussing one of their 16 [...]
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Ritz-Carlton President Herve Humler's Leadership, Culture And Customer Service Secrets 

Ritz-Carlton President Herve Humler's Leadership, Culture And Customer Service Secrets  | Customer Experience Excellence Best Practices | Scoop.it
It’s been a back-to-our-roots scenario lately at The Ritz-Carlton Hotel Company, where Herve Humler, part of the original executive team that more than 30 years ago created the hotel brand as we know it, has settled in at the helm.
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Rescooped by Rosetta Carrington Lue from CRM, Analytics, IoE, CX, CIM, IT-Business Innovation
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Top 10 Most Innovative Companies Of 2015 In The Internet of Things

Top 10 Most Innovative Companies Of 2015 In The Internet of Things | Customer Experience Excellence Best Practices | Scoop.it
The belief that a product or service can radically change our lives is the driving force behind the Internet Of Things. Proof for such innovative leaps is thin and payoffs are long in coming (if th...

Via Alama
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Rescooped by Rosetta Carrington Lue from Designing design thinking driven operations
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What are "The Service Research Priorities 2015"? Discover the paper b…

What are "The Service Research Priorities 2015"? Discover the paper by JSR:

Via Fred Zimny
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Rescooped by Rosetta Carrington Lue from Designing design thinking driven operations
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24 Charts Of Leadership Styles Around The World

24 Charts Of Leadership Styles Around The World | Customer Experience Excellence Best Practices | Scoop.it
24 charts of leadership styles around the world

Via Jenny Ebermann, David Hain, Fred Zimny
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Isabelle Mayor's curator insight, April 20, 12:53 AM

Une infographie qui démontre symbolise les organisations et leur style de management. "Déjà vu mais on ne s'en lasse pas!"

Jaro Berce's curator insight, April 20, 4:03 AM

Is that ALL? Is there MORE? LIFE is so unpredictable that cannot be measured by any number count!

Ajo Monzó's curator insight, April 20, 5:39 AM

Very good, thanks!

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Brands think they provide great customer experience, consumers disagree

Brands think they provide great customer experience, consumers disagree | Customer Experience Excellence Best Practices | Scoop.it
When competitors with better prices are just a click away, customer experience (CX) is a key differentiator for brands.

Via the first club
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Rescooped by Rosetta Carrington Lue from Business in a Social Media World
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4 Strategies to Win the Community-Building Battle

4 Strategies to Win the Community-Building Battle | Customer Experience Excellence Best Practices | Scoop.it
Building your micro-community has never been easier with these great tips from the #BizHeroes Community!

Via Cendrine Marrouat - SocialMediaSlant.com
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Cendrine Marrouat - SocialMediaSlant.com's curator insight, April 20, 6:25 AM

This mega-post covers some very important areas of content strategy, including a mini-101 guide on podcasting...

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The Single Biggest Mistake I've Made As A Leader (And How I Fixed It)

The Single Biggest Mistake I've Made As A Leader (And How I Fixed It) | Customer Experience Excellence Best Practices | Scoop.it
I’ve made my fair share of mistakes as a leader, but the worst mistake by far was allowing negativity to take root inside of my organization. Negativity is like a cancer inside of your company; it grows undetected until suddenly it consumes you. More often than not, bad attitudes start [...]
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How To Succeed with a Voice of the Customer (VoC) Program

How To Succeed with a Voice of the Customer (VoC) Program | Customer Experience Excellence Best Practices | Scoop.it
A 10 step framework to implement a Voice of the Customer (VoC) program for improvements in customer loyalty, customer spend, customer share and retention.
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Customer Feedback Leads to a More Customer Engagement through MGM Resorts Connections | Loyalty360.org

Customer Feedback Leads to a More Customer Engagement through MGM Resorts Connections | Loyalty360.org | Customer Experience Excellence Best Practices | Scoop.it
MGM Resorts International Launches MGM Resorts Connections for Better Customer Experience
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How to Avoid the "Transparency Trap" in Your Organization

How to Avoid the "Transparency Trap" in Your Organization | Customer Experience Excellence Best Practices | Scoop.it
“Transparency” has become a hot buzzword over the last several years among business leaders and consultants. For companies selling things, they may think this means being completely open and showing everything they do. Proud front line managers may internalize this to be “let me show you how complex and hard it is to do our job so you are impressed.” Customers, however, are not necessarily interested in how you do your business – customers just care if you are going to meet their needs with the timeliness, quality and cost they expect. If they are one o
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Rescooped by Rosetta Carrington Lue from New Customer - Passenger Experience
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How Simple Questions Lead to Great Innovations

How Simple Questions Lead to Great Innovations | Customer Experience Excellence Best Practices | Scoop.it
There is a myth that successful companies begin with grandiose ambitions. The implication is that entrepreneurs should start with megalomaniac goals in order to succeed. To the contrary, my observation is that great companies began by wondering about simple things, and this leads to asking simple questions that beget companies:
Therefore, what? This question arises when you spot or predict a trend and wonder about its consequences. It works like this: “Everyone will have a smartphone with a came

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, April 22, 12:48 PM

If you had to come up with one keyword when it comes to #innovation, what would you use?


I would start with #Simplicity, share yours.


Sir Richard Branson: “Complexity is your enemy. Any fool can make something complicated. It is hard to keep things simple.”


#CX  In a #Mobile First world, continuous opportunities for improvement.

Rescooped by Rosetta Carrington Lue from CRM, Analytics, IoE, CX, CIM, IT-Business Innovation
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Customer Experience Management is More Than Engagement

Customer Experience Management is More Than Engagement

Via Alama
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Top 12 reasons why people resist change

Top 12 reasons why people resist change | Customer Experience Excellence Best Practices | Scoop.it
Change Management - Top 12 reasons why people resist change - Torben Rick
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Rescooped by Rosetta Carrington Lue from Corporate Culture and OD
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Organizational culture- the business game changer

Organizational culture- the business game changer | Customer Experience Excellence Best Practices | Scoop.it

Organizational culture the business game changer. Don't leave the organizational Pac-Man unattended - The Pac-Man is always hungry.


Via Alexis Assimacopoulos
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The Rise Of The Chief Customer Officer

The Rise Of The Chief Customer Officer | Customer Experience Excellence Best Practices | Scoop.it
By Nick Stein The C-suite is suddenly getting more crowded. According to a recent study by the CCO Council, “the chief customer officer is becoming a staple of modern business.” The annual study reveals that more established brands are hiring C-level professionals who will lead the charge to resolve customer issues, create profitable [...]
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Rescooped by Rosetta Carrington Lue from New Customer - Passenger Experience
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5 Ways You’re Doing Mobile Wrong

5 Ways You’re Doing Mobile Wrong | Customer Experience Excellence Best Practices | Scoop.it
For consumers, it’s basically a mobile-first world. And as more and more money and activity moves into the mobile advertising ecosystem, marketers must move

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, April 17, 4:58 PM

In a #Mobile - First world, Michael highlights 5 key areas to address:


1) You're treating the mobile screen as just "another" screen

2) You're impeding people from doing what they want

3) You're selling, not adding value

4) You are focused on awareness and acquisition, but not on #loyalty

5) You've gone gaga over in-store beacons, but not about driving consumers to the store.


I would add one more point, make your #app #social. 


We are in the age of social, and social is all about having a conversation. By enabling social #engagement around your brand through #gamification like @SNAPCIOUS, you spark word of mouth. 


Do you agree that word of mouth , User Generated Content  #UGC delivers new user acquisition and drives sales opportunities?



carbguif's curator insight, April 19, 8:53 AM

Inscribete ya! www.congresocial.com/inscripcion.html

Jean-Marie Grange's curator insight, April 20, 2:31 PM

If it's worth doing, it's worth doing well!

Rescooped by Rosetta Carrington Lue from Public Relations & Social Media Insight
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5 key factors in a winning omni-channel experience

5 key factors in a winning omni-channel experience | Customer Experience Excellence Best Practices | Scoop.it

Research from Internet Retailer reveals that consumers are spending more and more time on Facebook, Twitter, Pinterest and YouTube. In fact, retailers report a 42 percent increase in referrals from these channels. This means shoppers APR far more likely to consult a social channel before making a purchase. And, when they do decide to buy, they are looking for low-cost, speedy delivery, simple and effective online and voice customer service options, and the ability to make returns and exchanges at the physical location.

 

In other words, they want every avenue available to them, at every minute of the day, and if you aren’t ready to meet them there, you’re going to lose out,.

 

Txhe infographic below points out the five key factors that create a winning omni-channel experience, with the data to back it up....


Via Jeff Domansky
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Jeff Domansky's curator insight, April 20, 12:57 AM

For brands that want to reach modern customers, omni-channel commerce is no longer optional. Here's why.

Kajsa Hartig's curator insight, April 20, 2:01 AM

This is primarily about retail but certainly useful for museum experiences as well.

Rescooped by Rosetta Carrington Lue from Corporate Culture and OD
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Digital Strategy & Change Management

The digital landscape is getting more complex. Enterprises are struggling with moving fast with confidence. Listen Sahara Alexis, Brillio's Head of Mobility ...

Via Alexis Assimacopoulos
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1st State of NY Customer Experience Director Appointed by Governor

1st State of NY Customer Experience Director Appointed by Governor | Customer Experience Excellence Best Practices | Scoop.it
I was very excited to learn a NYC311 executive recently landed a critical role to lead the customer experience for the Governor of New York Andrew M. Cuomo.  This cabinet level appointment continues to solidify the movement across all levels of government to engage, connect, and continue to improve the customer experience interactions.Let's give Saadia a big round of applause.  Best wishes and much success in your new role.As government continues to drive towards becoming customer-centric and  collaborative organizations, recruitment of senior leadership with customer expe
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Rescooped by Rosetta Carrington Lue from Designing design thinking driven operations
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Internet of Things: Why the Support of Things is the future of customer experience

Internet of Things: Why the Support of Things is the future of customer experience | Customer Experience Excellence Best Practices | Scoop.it
Is it time to start thinking about your connected customer support strategy?

Via Fred Zimny
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Rescooped by Rosetta Carrington Lue from New Customer - Passenger Experience
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The Battle Is For The Customer Interface

The Battle Is For The Customer Interface | Customer Experience Excellence Best Practices | Scoop.it
In 2015 Uber, the world's largest taxi company owns no vehicles, Facebook the world’s most popular media owner creates no content, Alibaba, the most..

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, April 12, 11:33 PM

As companies now battle to provide the best #customer #experience while leveraging existing infrastructures, the question becomes, what are you going to do to stay there or get there?


As Richard Branson said: "Complexity is your enemy. Any fool can make something complicated. It is hard to make something simple."


I would certainly recommend a focus  on #mobile & #social, do you agree?

Philippe Koskas's curator insight, April 13, 4:22 AM

So true !

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Focusing on the Key Pillars of Customer Experience Management | Loyalty360.org

Focusing on the Key Pillars of Customer Experience Management | Loyalty360.org | Customer Experience Excellence Best Practices | Scoop.it
Customer Experience Management Focuses on Three Key Pillars
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