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Customer Experience Management
Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. It can also be used to mean an individual experience over one transaction; the distinction is usually clear in context.
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Is customer experience management futile without an employee engagement strategy?

Is customer experience management futile without an employee engagement strategy? | Customer Experience Management | Scoop.it
Evidence demonstrates why employee engagement must be at the heart of any CX transformation.

Via Eric_Determined / Eric Silverstein, Rosetta Carrington Lue
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Eric_Determined / Eric Silverstein's curator insight, June 10, 1:32 AM

Happy employees = Happy customers = Happy shareholders

 

Eric Feinberg, senior director for product strategy at ForeSee, “Employers used to be in charge. And then 10 years ago, with the advent of the internet, customers seized the power, realising that together you can effect change in a massive way. And I think presently we’re seeing that employees are getting the power. They are willing to band together and ask for change because they are expecting more of their employers.”

 

Bruce Temkin - In 2015, successful #customer #experience efforts will realise that the key ingredient to success is their employees."

 

Colin Shaw, founder of customer experience consultancy Beyond Philosophy, explains: “If you’re trying to create an experience you need to be aligning your #employees to it well. You need to find out what drives value for your employees just like you need to find out what drives value for your customers. You need to design your experience for your customers and what a surprise you need to design your employee experience as well.

 

What would you like to see implemented at your company to drive employee #engagement ?

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50 Facts about Customer Experience | Return on Behavior Magazine

50 Facts about Customer Experience | Return on Behavior Magazine | Customer Experience Management | Scoop.it
#IT
5. Deliver improved support - Social media news, strategy, tools, and techniques | Social Media Today.. http://t.co/DUmIJ68OfF
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The Long View of Customer Experience, Part 1 - iMedia Connection (blog)

The Long View of Customer Experience, Part 1 - iMedia Connection (blog) | Customer Experience Management | Scoop.it
The Long View of Customer Experience, Part 1
iMedia Connection (blog)
This is the first in a series of articles about long-term customer experience and how to drive engagement beyond short-term and real-time efforts.
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Newark Airport Loses A Passenger For 11 Hours, Proving Customer Service Must Be Everyone's Job

Newark Airport Loses A Passenger For 11 Hours, Proving Customer Service Must Be Everyone's Job | Customer Experience Management | Scoop.it
Southwest Airlines, which I have so often praised for their customer service and company culture, had something go wrong recently that I hope contains a lesson or two for the rest of us who are in business. With the help of a skycap and a “processing error,” they misplaced Alice Vaticano, an [...]

Via Rosetta Carrington Lue
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Data, Engagement and Customer Experience Management

Data, Engagement and Customer Experience Management | Customer Experience Management | Scoop.it
Providing a level of customer experience that ensures your customers ‘feel’ the difference between your business and competitors is crucial to success.
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Can An Apple-Starbucks-Ritz-Carlton Customer Experience Save Retail Banking? - Forbes

Can An Apple-Starbucks-Ritz-Carlton Customer Experience Save Retail Banking? - Forbes | Customer Experience Management | Scoop.it
Forbes
Can An Apple-Starbucks-Ritz-Carlton Customer Experience Save Retail Banking?
Forbes
What is the cutting edge of retail banking? Customer experience obsession.
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Maximizing The Customer Experience Through Taking Ownership and Follow UP

Maximizing The Customer Experience Through Taking Ownership and Follow UP | Customer Experience Management | Scoop.it
Companies desire to significantly maximize and differentiate their customer experience. Vast sums of money have been spent on this quest. However, two of the most important approaches have still no...
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8 Customer Experience Lessons Learned From Paul McCartney

8 Customer Experience Lessons Learned From Paul McCartney | Customer Experience Management | Scoop.it
Daryl Orts provides 8 Customer Experience Lessons that he learned from Paul McCartney's Concert at Safeco Field.
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The Truth About Customer Experience

The Truth About Customer Experience | Customer Experience Management | Scoop.it
This is why actual strategic development is critical prior to channel planning.
Remy Simonis's insight:

click pink link to read article

 

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2 Tips to Unify Your Customer Experience Across Web, Mobile, and Tablet [VIDEO]

2 Tips to Unify Your Customer Experience Across Web, Mobile, and Tablet [VIDEO] | Customer Experience Management | Scoop.it
Digital strategy expert Amy Buckner Chowdhry explains how to harmonize what you do across all digital channels.
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7 Deadly Sins of Total Customer Experience [video]

7 Deadly Sins of Total Customer Experience [video] | Customer Experience Management | Scoop.it
Total customer experience is achieved by forming a firm 360 degree grip around customer experience. This requires firm commitment and discipline by participating stakeholders. It should include all...
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Membership Experience/Customer Service Manager

Find perfect job for you at Jobs4U.uk.com. Covering all industry sectors - Education, IT, Finance, Graduate and Public Sector. Upload your CV & Apply Today! (Could you be a Membership Experience/Customer Service Manager in London ?
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Have you experienced your customer experience - as a customer? - Retail Customer Experience

Have you experienced your customer experience - as a customer? - Retail Customer Experience | Customer Experience Management | Scoop.it
Have you experienced your customer experience - as a customer?
Retail Customer Experience
If you haven't yourself experienced the customer experience at your business, is it really wise to invite an unsuspecting public in?
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Customer Experience Needs Vision

Customer Experience Needs Vision | Customer Experience Management | Scoop.it
The challenge for organizations is to provide a customer experience that matches expectations in every channel and keeps customers coming back.

Via Eric_Determined / Eric Silverstein, Catherine Ferrand, Rosetta Carrington Lue
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Joe Cardilino's curator insight, June 4, 1:26 PM

Right, how many people on the team can deliver on the promise so elegantly painted by the media technologists with beautiful graphics, box stock and replicated with today's interfaces???  It's always about us though... 

 

#iknojo

Sue Walsh's curator insight, June 4, 7:48 PM

Love this simple diagram. It always amazes me that when an organisation becomes inward thinking and thinks it know best, product information is confusing and complex ... and does not meet customer needs/expectations/desires.

Romain MAZUIR's curator insight, June 10, 5:34 PM

CX mantra ? #H2MWP

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How to Use Customer Experience Maps to Develop a Winning Content Marketing Strategy - Copyblogger

How to Use Customer Experience Maps to Develop a Winning Content Marketing Strategy - Copyblogger | Customer Experience Management | Scoop.it
With customer experience maps, you can learn from the customer's perspective. The craft your content marketing strategy from data analysis and storytelling.
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The customer experience and contact center challenge

The customer experience and contact center challenge | Customer Experience Management | Scoop.it
The customer experience is not just about customer service. Customer service isn’t just about a department. Servicing customers and striving towards better end-to-end customer experiences is everyone’s task.
Remy Simonis's insight:

Great article on the importance of the Contact Center in the Customer Experience.

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8 Ways To Make (Immediate) Customer Service Improvement

8 Ways To Make (Immediate) Customer Service Improvement | Customer Experience Management | Scoop.it
The best way to ensure lasting results from a customer service initiative is with a comprehensive, organized approach, if you have the option.
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Bridging the gap between brand promise and customer experience | ZDNet

Bridging the gap between brand promise and customer experience | ZDNet | Customer Experience Management | Scoop.it
Marketers have a special role to play as advocates between brands and consumers. These four tips will help you create authentic, great relationships with buyers and prospects.
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13 Tough Questions to Skyrocket Customer Experience Improvement

13 Tough Questions to Skyrocket Customer Experience Improvement | Customer Experience Management | Scoop.it
If you're ready to answer these 13 questions about customer experience improvement, then congratulations. You're a step ahead of most people!
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What Qualities Make a Difference in Customer-Facing Employees?

What Qualities Make a Difference in Customer-Facing Employees? | Customer Experience Management | Scoop.it
Say you’re purchasing a new cloud-based customer relationship management (CRM) system for your company. You’re faced with similar product options, and the pricing structure is comparable.
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On My Way to the Customer Experience Conference I Had the Most Surreal “Customer Experience” | CustomerThink

On My Way to the Customer Experience Conference I Had the Most Surreal “Customer Experience” | CustomerThink | Customer Experience Management | Scoop.it
On My Way to the Customer Experience Conference I Had the Most Surreal “Customer Experience” (w @AmericanAir) http://t.co/XM988nJtF3
Remy Simonis's insight:

Let's see what the second part brings

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Super Customer Experience: 5 Immediate No Cost Improvements #custserv - Kate Nasser

Super Customer Experience: 5 Immediate No Cost Improvements #custserv - Kate Nasser | Customer Experience Management | Scoop.it
Super customer experience is not as complex as you think. These 5 no cost immediate improvements make it easy & memorable. From The People-Skills Coach™.
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Report: Appliance customers seeking end-to-end experience - Retail Customer Experience

Report: Appliance customers seeking end-to-end experience - Retail Customer Experience | Customer Experience Management | Scoop.it
Report: Appliance customers seeking end-to-end experience Retail Customer Experience The study, now in its sixth year, measures customer satisfaction with the largest appliance retailers based on performance in six factors: sales staff and service;...
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Travel Industry Brand Loyalty Why delivering a great user experience is essential - eTurboNews

Travel Industry Brand Loyalty Why delivering a great user experience is essential - eTurboNews | Customer Experience Management | Scoop.it
Travel Industry Brand Loyalty Why delivering a great user experience is essential
eTurboNews
Building brand loyalty through a great user experience and customer service has the greatest differentiation potential but it's complicated.
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Four Characteristics of a Seamless Customer Experience

Four Characteristics of a Seamless Customer Experience | Customer Experience Management | Scoop.it
Everyone’s talking about customer experience, whether they are coming from the view of a customer (since we are all customers of something really) or if they’re coming from a strategic business per...
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