Excellent Customer Experience
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Want to Motivate Your Employees? Tell Them Why Their Work Matters

Want to Motivate Your Employees? Tell Them Why Their Work Matters | Excellent Customer Experience | Scoop.it

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Keith Meyer's curator insight, September 16, 2013 10:43 PM

As a boss, employer or manager, the art of delegation of work is best achieved through proper communication, understanding of a persons capabilities, and the imparting of all relevant facts associated with the task. 

Jeffrey Ross's comment, September 17, 2013 4:16 PM
I am a real believer of "Management by Objective".
Jeffrey Ross's comment, September 17, 2013 4:17 PM
By developing clear gaols and the objectives to get there you will create a motivated group pf employees.
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How I Made $14,000 A Year Mystery Shopping

How I Made $14,000 A Year Mystery Shopping | Excellent Customer Experience | Scoop.it
With $45,000 of debt, I needed to make some extra cash—fast. The money started rolling in at the tune of $14,000.
Guy Van Neck's insight:

Try it out yourself, www.bareinternational.com !

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Deliver a World-Class Customer Experience | TIME.com

Deliver a World-Class Customer Experience | TIME.com | Excellent Customer Experience | Scoop.it
Take a page out of Disney's employee training playbook to see how creative management can lead to fully engaged employees dedicated to pleasing customers.
Guy Van Neck's insight:

Nice example of the importance of training in delivering a great customer experience.

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This Week: This Week: $83 Billion Wasted Marketing Dollars + Building the Mobile Enterprise

The Price of Crappy Customer ExperienceAccording to an IBM study, US$83 billion is lost yearly in marketing thanks to bad customer experiences.
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Beyond Price: Comparison Shopping 2.0 Is About Customer Experience - All Things Digital

Beyond Price: Comparison Shopping 2.0 Is About Customer Experience - All Things Digital | Excellent Customer Experience | Scoop.it
Beyond Price: Comparison Shopping 2.0 Is About Customer Experience
All Things Digital
Increasingly, they are competing by providing a superior customer experience.

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How Top Customer Experience Marketers Differ From Their Peers - MarketingCharts

How Top Customer Experience Marketers Differ From Their Peers - MarketingCharts | Excellent Customer Experience | Scoop.it

Excerpt...

 

Understanding the customer and improving the customer experience are high on the marketing agenda this year, according to IBM’s recently-released “State of Marketing” report. According to the study, acquiring new customers (42%), retaining existing customers and improving loyalty and satisfaction (36%), and creating consistent, relevant and positive customer experiences across channels (34%) are among the top challenges being faced by marketers today. Certain high-performers, dubbed “leading marketers” by IBM, are going about their business differently from their peers, taking a tech-infused approach and demonstrating a confidence in their organizational excellence.

 


Via marketingIO
Guy Van Neck's insight:

At least one important asset I am missing in this article "the use of common sense".

Analytics are very important and necessary but often I have the feeling that many companies can not even get the basics of customer service in order. You don't need heavy analytics to define those and start taking action.

Integrating the same experience across all channels is one of the top priorities. I hope they first create excellent customer experiences in one of their channels before copying the bad ones.

 

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marketingIO's curator insight, May 30, 2013 10:16 AM

Superb chart by which to benchmark yourself and applicable to the B2B environment.


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Jean-Michel Franco's curator insight, June 2, 2013 5:02 AM

Customer Experience Management = CRM on steroids and with a big R ?

Survey shows that entreprise are focusing on analytics to measure Customer value, efficiency of campaigns... Survey also highlights the will to connect real time to customer and manage inbound marketing and propose the right recommandations, real time.

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Employee Engagement | Bringing Up BYOD: How Mobile Maturity Drives Employee Engagement

Employee Engagement | Bringing Up BYOD: How Mobile Maturity Drives Employee Engagement | Excellent Customer Experience | Scoop.it
Mobile implies movement, and when it comes to technological evolution, there’s no sitting still.

Via Fred Zimny
Guy Van Neck's insight:

Let employees use their own mobile devices in the work environment to boost productivity!

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7 Customer Service Lessons from Amazon CEO Jeff Bezos

7 Customer Service Lessons from Amazon CEO Jeff Bezos | Excellent Customer Experience | Scoop.it

The latest results from the American Customer Satisfaction Index reveals Amazon.com as the reining and undisputed champ in both Internet retailing and across the entire department in overall customer satisfaction.


Via Riaz Khan
Guy Van Neck's insight:

“We’re not competitor obsessed, we’re customer obsessed. We start with what the customer needs and we work backwards.” makes sense,no?

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Retailers Must Deliver on Customer Service and Experience

Retailers Must Deliver on Customer Service and Experience | Excellent Customer Experience | Scoop.it
Photo taken at the Westfield Holiday Pop-Up Powered by Storefront.
Guy Van Neck's insight:

for those who are still not convinced of the importance of an excellent customer service! 

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What Social Networks Should Your Business Be On? Hint. Not All

RT @RiteSolution: What Social Networks Should Your Business Be On? Hint. Not All http://t.co/I5mi2nJXwG #SocialMedia #www.ritesolutions.net
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When it comes to customer experience, unleashing the power of the unconscious mind changes everything | SmartBlogs

When it comes to customer experience, unleashing the power of the unconscious mind changes everything | SmartBlogs | Excellent Customer Experience | Scoop.it

By Lewis "Lou" P. Carbone on May 31st, 2013 | Comments (0)

 

When customers come to your restaurant, you’re constantly delivering a barrage of clues that affect their emotions, which, in turn, influence their attitudes and ultimately their behaviors. What they see, smell, hear, taste and touch create their experience and affect them emotionally — even though they aren’t aware it’s happening. Research shows that 95% of mental processing takes place unconsciously. That’s right: Only 5% of customers’ decisions are based on conscious, rational thought.

 

 

That’s the reason understanding and acting on not only what customers think but also how they think, and how to affect that, is the most definitive competitive edge. This mind shift enabled one of the world’s largest restaurant companies to reverse a decadelong sales slide at one of its most widely known brands. By putting the customer experience at the core of its business strategy, and intentionally and strategically delivering clues to strengthen customers’ emotional connection, Pizza Hut U.K. was able to increase sales, customer satisfaction, employee motivation and job satisfaction.

 

To earn customer loyalty and affinity, companies need to look at the business from what I call “customer back,” rather than company out. There’s a lot of talk on brand building and what the brand needs to project to affect customers’ impressions of its product or service. However, I turn this notion inside out. I think this coveted emotional bond is created when companies think and look at everything from the customer back — by identifying emotions customers want to feel as a result of an experience. The value created by experiences is how they cause customers to feel, and that, in turn, affects how they feel about a brand. After all, customer satisfaction isn’t always a predictor of customer loyalty. Most defectors are actually satisfied customers. Satisfaction, loyalty, affinity — all of these are based on deeper emotional engagement and less on rational thought.

 

Working with Experience Engineering, Pizza Hut U.K. discovered the three most powerful emotions customers want to feel when eating there: lighthearted, uninhibited and embraced. This trio of emotions became the critical lens for designing, delivering and managing an engaging customer experience. “Experience Engineering made us realize that we should stop obsessing about Pizza Hut and start obsessing about what people want to feel when they’re inside our restaurant,” Pizza Hut U.K. CEO Jens Hofma said. “That shift in thinking has unlocked a tremendous amount of creativity within our organization.”

 

To consistently evoke those feelings and create a sense of “wow,” Pizza Hut U.K. began designing and implementing clues to evoke unconscious emotions that customers want to feel. At the core of this initiative, the company focused on enhancing truly distinctive aspects of the business: heartfelt service, craveable food and memorable decor. Employees were trained to engage with customers on a more personal, yet professional, level. Certain food items were eliminated, while others, such as Pizza Hut’s signature cookie-dough desserts, were enhanced with additional varieties. Dynamic lighting was added. And, perhaps most dramatically, the traditional buffet was eliminated in favor of fresh, hot pizza and pasta served with flair to customers at their tables by well-trained waitstaff.

 

Pizza Hut U.K. learned that understanding how customers want to feel brings clarity, purpose and alignment. Using unconscious emotions desired by customers as a blueprint enabled management a great alignment mechanism for ensuring all actions are headed in the same direction. Adopting this customercentric mindset will help all restaurants transform from selling a meal to delivering a dining experience that evokes feelings and engages customers. Purposely designing and delivering a full spectrum of clues to reinforce specific thoughts and emotions — how customers want to feel — is proven to help companies optimize the value of experiences they create.

 

Lewis “Lou” Carbone is founder, president and chief experience officer at Experience Engineering, a Minneapolis experience-management firm. He is also the author of “Clued In: How to Keep Customers Coming Back Again and Again.”

 

Source: http://goo.gl/pYVEF

 

Guy Van Neck's insight:

Like his quote:

 

To earn customer loyalty and affinity, companies need to look at the business from what I call “customer back,” rather than company out.

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Employee Engagement Strategy? Nay! Leadership Strategy!

Employee Engagement Strategy? Nay! Leadership Strategy! | Excellent Customer Experience | Scoop.it

Image courtesy of ilovememphis Let’s just put this out there again: Employee Engagement is not a strategy. I just read somewhere that it is … which tells me that it bears repeating both what it is and what it isn’t.


Via Riaz Khan
Guy Van Neck's insight:

Treating employees well is a higher priority for employees than it is for executives!... I know a few companies where this isn't the case and surprise surprise do they have great customer service leading to an excellent customer experience

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