Customer Experience is company wide strategic objective not a single person nor departments goal
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Mercedes dealers boost customer service, profitability

Mercedes dealers boost customer service, profitability | Customer Experience is company wide strategic objective not a single person nor departments goal | Scoop.it

Mercedes-Benz is keeping its focus on customer service, and 70 percent of its dealers will be paid a bonus this year through a new margin structure tied to improving the customer experience, said Joseph Agresta Jr., a New Jersey Mercedes-Benz dealer and chairman of the Mercedes-Benz Dealer Board.


Via Jörg Höhner
Nicola Collister's insight:

Good to service is a focus, read my blog from last year re: Audi and the appauling experiences http://blog.custerian.com/2013/10/10/would-you-like-service-as-an-optional-extra/

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Make Strategy Happen. Harness your MI

Make Strategy Happen. Harness your MI | Customer Experience is company wide strategic objective not a single person nor departments goal | Scoop.it
We'd like to Introduce Karen Topp as a guest on our blog At Custerian we are passionate believers in measurement. Everyone of the four stages in our blueprint Transformation Circle has an associate...
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It's About Knowing When To Make Things Complicated

It's About Knowing When To Make Things Complicated | Customer Experience is company wide strategic objective not a single person nor departments goal | Scoop.it
Knowing When To Make Things Complicated – It Really Is That Simple  Anyone can make a business complicated and difficult to understand. Only a few are prepared to put the hard work in required to m...
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Twitter enables always-visible images: The effect on Social Customer Service

Twitter enables always-visible images: The effect on Social Customer Service | Customer Experience is company wide strategic objective not a single person nor departments goal | Scoop.it
Today, Twitter has again announced further changes to its platform that will change the way in which customers and brands interact. This comes after the recent news regarding changes to the rules surrounding direct messages.
Nicola Collister's insight:

Social Media - we tend to think 'complaints'  so here's a positive use of keeping customers informed by #firstgreatwestern well done 

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malek's curator insight, October 30, 2013 8:16 AM

Replying, retweeting or favoriting without expanding, will be more convenient

Rescooped by Nicola Collister from Automotive Customer Experience Excellence
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AutoTrader.com Study Reveals How Consumers Use Mobile Devices To Shop For Cars; Number Of Multi-Device Car Shoppers Predicted To More Than Double By 2018

AutoTrader.com's Multi-Device Car Shopping Study shows how the usage of smartphones and tablets is changing car shopping and provides insights into what OEMs and dealers need to do to influence shoppers across devices.

 


Via Jörg Höhner
Nicola Collister's insight:

This shows how the power of mobile is taking off for high value purchase such as cars, the digital experience is as key as the showroom experience

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Today’s Customer Experience: What’s Changed for Marketing?

Today’s Customer Experience: What’s Changed for Marketing? | Customer Experience is company wide strategic objective not a single person nor departments goal | Scoop.it
ADOTAS – The marketing function is undergoing dramatic changes in an effort to cater to the customer experience mandate. The [...]

Via Eric_Determined / Eric Silverstein
Nicola Collister's insight:

I totally agree with this but how many Marketeers or Marketing functions have you truly seen own the Customer Experience?

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Eric_Determined / Eric Silverstein's curator insight, September 25, 2013 8:03 PM

Grant shows how things have evolved over time, but the fundamentals remain the same. 

 

Today, "Savvy marketers will still be the ones who understand and engage with their customers to deliver the right experience across channels, products, languages and devices. In particular, by following three basic activities and incorporating them with new media and additional data.

Insight: Using the full range of data on customers, their behavior and channel interactions to really understand their journey, what and when they buy, and the types of offers, messages and channels likely to be most effective.Orchestration: Managing inbound and outbound interactions across multiple channels, delivering a consistent omni-channel experience and continually refining to optimize results.Contextual personalization: Making sure every touch point is relevant, targeted and personalized for every customer."


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Making Your Data Work – Improving The Customer Experience

Making Your Data Work – Improving The Customer Experience | Customer Experience is company wide strategic objective not a single person nor departments goal | Scoop.it
Big Data: Improving the Customer Experience The customer experience can be improved through the correct utilisation of Big Data.
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Madam Your Baby's Ugly: Why people hate your IVR. VoxGen Webinar Invite

Madam Your Baby's Ugly: Why people hate your IVR. VoxGen Webinar Invite | Customer Experience is company wide strategic objective not a single person nor departments goal | Scoop.it

Via Wally Brill
Nicola Collister's insight:

There has been alot of bad press recently about IVR's and there are some truly appauling ones out there, but get them right and your Customers will love them.  Wally will bring this to life fantastically - well worth an hour of your time!

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Wally Brill's curator insight, September 30, 2013 3:04 AM

Join me for a deep dive into why your customers hate your IVR and what you can actually do about it. We'll review several real world phone systems and explain what you can do to review and fix your own.

David Williams's curator insight, September 30, 2013 5:34 AM

Wally's one of the wold's most experienced IVR CX Experts. Worth listening!

Rescooped by Nicola Collister from Automotive Customer Experience Excellence
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Google Set To Drive Android To Your Car

Google GOOG +1.11% has announced the Open Automotive Alliance, an initiative involving Audi , GM, Honda, Hyundai and chip-maker NVIDIA, that aims to bring the Android experience to in-car navigation and infotainment systems. The announcement confirms earlier rumors that Google is expanding its mobile platform to the automotive industry, much in the way that Apple AAPL +0.54% is attempting with its iOS In The Car initiative.


Via Jörg Höhner
Nicola Collister's insight:

Google Set To Drive Android To Your Car | @scoopit http://sco.lt/... how exciting and also scary is this

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How Can We All Get A Bit Of Disney Magic

How Can We All Get A Bit Of Disney Magic | Customer Experience is company wide strategic objective not a single person nor departments goal | Scoop.it
Maybe we all need a lot of Mickey Mouse in our business. Certainly business can gain a lot by sprinkling a bit of Disney Magic!It is the little things that count, and often it’s the simple things a...
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The Future of Customer Service: From Personal, to Self, to Crowd Service

The corporate world is at full stretch. On the one hand companies must meet ever-growing expectations with regard to customer experience, while on the other han
Nicola Collister's insight:

the future is crowd or shared service 

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Rescooped by Nicola Collister from Customer Experience Excellence Best Practices
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20+ Tools to Create Your Own Infographics

20+ Tools to Create Your Own Infographics | Customer Experience is company wide strategic objective not a single person nor departments goal | Scoop.it
A picture is worth a thousand words – based on this, infographics would carry hundreds of thousands of words, yet if you let a reader choose between a full-length 1000-word article and an infographic that needs a few scroll-downs, they’d probably...

Via Cendrine Marrouat - cendrinemarrouat.com, Rosetta Carrington Lue
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Annika McGinley's curator insight, October 28, 2013 9:37 PM

Being a visual spatial, I groove on infographics! Nice roundup of tools to make it happen.

Deborah Owen's curator insight, November 1, 2013 9:57 AM

Another useful list of options.

Marshall Van Fleet's curator insight, June 4, 2014 1:36 PM

A picture is worth a thousand words – based on this, infographics would carry hundreds of thousands of words, yet if you let a reader choose between a full-length 1000-word article and an infographic that needs a few scroll-downs, they’d probably...

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Would you like Service as an optional extra?

Would you like Service as an optional extra? | Customer Experience is company wide strategic objective not a single person nor departments goal | Scoop.it
» Would you like Service as an optional extra? | Relaunched and rejuvenated the Customer Experience Magazine is packed full of all the latest news, reviews and cutting edge case studies from the world of customer experience.
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The Truth about Mobile Customer Experience — mobileYouth® - youth marketing and mobile culture

The Truth about Mobile Customer Experience — mobileYouth® - youth marketing and mobile culture | Customer Experience is company wide strategic objective not a single person nor departments goal | Scoop.it

Via Eric_Determined / Eric Silverstein
Nicola Collister's insight:

the 5th element to the 4P's of marketing is CX

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Eric_Determined / Eric Silverstein's curator insight, October 4, 2013 2:17 AM

Marketing is no longer the standard 4 Ps: Product, Price, Place, and Promotion, now the 5th key element is #Customer #Experience!

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Madam Your Baby's Ugly: Why people hate your IVR. VoxGen Webinar Invite

Madam Your Baby's Ugly: Why people hate your IVR. VoxGen Webinar Invite | Customer Experience is company wide strategic objective not a single person nor departments goal | Scoop.it

Via Wally Brill
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Wally Brill's curator insight, September 30, 2013 3:04 AM

Join me for a deep dive into why your customers hate your IVR and what you can actually do about it. We'll review several real world phone systems and explain what you can do to review and fix your own.

David Williams's curator insight, September 30, 2013 5:34 AM

Wally's one of the wold's most experienced IVR CX Experts. Worth listening!

Nicola Collister's curator insight, September 30, 2013 3:58 PM

There has been alot of bad press recently about IVR's and there are some truly appauling ones out there, but get them right and your Customers will love them.  Wally will bring this to life fantastically - well worth an hour of your time!

Rescooped by Nicola Collister from Customer Experience Management
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The Widening Gulf of Customer Experience | Customer input Ltd

The Widening Gulf of Customer Experience | Customer input Ltd | Customer Experience is company wide strategic objective not a single person nor departments goal | Scoop.it
With the increasing popularity of the term customer experience also comes confusion on its definition, giving the advantage to organization that understand and have a genuine commitment it to further differentiate themselves from those who don’t.

Via Remy Simonis
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Remy Simonis's curator insight, June 10, 2013 11:34 AM

Very well written piece by David Jacques!

 

I see it happening as well and am glad that there are still people trying to keep CEM as it is intended.