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Customer Experience as a Success Driver
How to make customers happy and loyal? Perception is key.
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About this site: Customer Experience is more than a buzz word

About this site: Customer Experience is more than a buzz word | Customer Experience as a Success Driver | Scoop.it

Customers and their suppliers are like two sides of a coin. It has taken some time until companies have realized that their customers have a life of their owns, in an environment of perception and experience that is definitely different to the one of suppliers of goods and services. Customer experience, the complex aspects of individual perception, can vary largely from customer to customer. Understanding and respecting this has opened a new world of possibilities to serve customers according to their own requirments and targets. As we deal with these questions on an ongoing professional level, we like to follow others who share our topic.


Curated by Katrin Wulf

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Sponsored by Metrinomics: www.metrinomics.com

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Customer experience management technologies shape business strategies

Customer experience management technologies shape business strategies | Customer Experience as a Success Driver | Scoop.it

"Coca-Cola Freestyle, introduced in 2009, provides a new way for people to interact with the Coke brand and delivers individual control for each user. It’s yet another example of technology shaping customer experience management (CEM)."

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Social CRM: Its about the strategy, not the technology

Social CRM: Its about the strategy, not the technology | Customer Experience as a Success Driver | Scoop.it
With consumers in control of communication, its up to businesses to harness social media and initiate new sales and service models. Its time more companies got on board.

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Customer Experience in the Mobile Age

Customer Experience in the Mobile Age | Customer Experience as a Success Driver | Scoop.it

"In a recent assess­ment of smart­phone usage, mobile device ana­lyt­ics firm Flurry esti­mates that there were over 640 mil­lion iOS and Android devices in use world­wide dur­ing the month of July 2012. And in the US, 78% of the adult pop­u­la­tion uses some sort of “smart” device such as an iPhone or tablet. Busi­nesses are rush­ing to build mobile-friendly web­sites and mobile apps. To suc­ceed, these busi­nesses need to do more than just cre­ate a mobile adver­tise­ment for their prod­ucts. They need build a great cus­tomer expe­ri­ence to stand behind the half-inch squared icon on a customer’s mobile device."


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The state of the UK online customer experience in 2012

The state of the UK online customer experience in 2012 | Customer Experience as a Success Driver | Scoop.it
There are lots of ways of measuring the customer experience, from First Contact Resolution rates to Net Promoter Scores. While these deliver useful data, companies also need to step into their cust...
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How to overcome organizational silos in CEM

How to overcome organizational silos in CEM | Customer Experience as a Success Driver | Scoop.it

"We all know a lack of coordination between an organization’s departments can be one of the key factors in causing a poor Customer Experience. As an end to end Customer Experience touches many parts of the organization this is one of the key challenges an organization faces."

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User Experience vs. Customer Experience

User Experience vs. Customer Experience | Customer Experience as a Success Driver | Scoop.it
They are not the same, but they are not that different. Which comes first? Here is how user experience can inform customer experience strategy, and vice versa. Examples like Amazon, Real Simple, Netscape and MySpace ...

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The Ultimate Customer Experience

The Ultimate Customer Experience | Customer Experience as a Success Driver | Scoop.it

"For years the travel industry has talked about the customer experience. But often the customer seems to believe that our main aim is to deliver a ‘grab as much cash as we can experience’"

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How To Deal With Grumpy Customers

How To Deal With Grumpy Customers | Customer Experience as a Success Driver | Scoop.it

"If you respond to the emotion first you will form a stronger relationship with your customer and be in a better position to deal with the Perception and the Action that led to these strong feelings."

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Apple: Innovative Technology, Disappointing Customer Service

Apple: Innovative Technology, Disappointing Customer Service | Customer Experience as a Success Driver | Scoop.it
Apple customers waited for new features, waited in long line-ups, and waited on hold. Apple & iPhone carriers, were unable to service their consumers.
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Move your business from customer 'service' to customer 'experience'

Move your business from customer 'service' to customer 'experience' | Customer Experience as a Success Driver | Scoop.it

"In order to survive and prosper building service contractors need to move their businesses from offering customer ‘service’ to delivering customer ‘experience’. Speaking at the WFBSC Congress 2012, Florida-based Jay Garcia told delegates that in the face of very tough competition BSCs must give more than what’s in the contract."

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Should retail CMOs own the customer experience?

Should retail CMOs own the customer experience? | Customer Experience as a Success Driver | Scoop.it

"A study released today by Retail Systems Research (RSR) says that CMOs made sizable gains in influence at retail chains in the past year. Still, they have yet to claim ultimate control of the customer experience."

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GM’s New Formula: Quality & Customer Experience

GM’s New Formula: Quality & Customer Experience | Customer Experience as a Success Driver | Scoop.it
This week General Motors announced that they were combining the leadership of the Product Quality and Customer Experience organizations into a single role, a first of its kind move for the auto ind...

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EE: Customer care is like landing a plane

EE: Customer care is like landing a plane | Customer Experience as a Success Driver | Scoop.it

"There are many customer experience-related solutions and tools available to telecoms operators today, but some believe that keeping end users happy is simpler than that."

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CEM requires more than just customer service skills

"As businesses deploy customer experience management initiatives, they need more than technology. They need the right people—and not just employees with customer service skills. Rather, people in marketing, sales and IT will have to serve as diplomats on the many communication channels used by customers. In CEM, they’re all part of customer service."

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Using systems thinking to improve customer satisfaction and employee engagement

Using systems thinking to improve customer satisfaction and employee engagement | Customer Experience as a Success Driver | Scoop.it

"Using systems thinking to improve customer satisfaction and employee engagement - Interview with Rob Brown of Aviva (Using systems thinking to improve customer satisfaction and employee engagement."


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The Current State of Social CRM

The Current State of Social CRM | Customer Experience as a Success Driver | Scoop.it

"Many of us already have customer relations management systems in place, but they aren't necessarily connected to the places customers are. By plugging social media networks into your customer database, companies can begin to add relevant and useful information about their current and prospective customers so they can deliver better customer experiences."


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3 Reasons Why Social Service Matters

3 Reasons Why Social Service Matters | Customer Experience as a Success Driver | Scoop.it

"Businesses have traditionally viewed social media as an extension to their marketing initiatives. Tools like Twitter, Facebook, and LinkedIn have served as platforms for lead generation, brand awareness, and advertising. However, we’re now starting to hear more about why social media is important for customer service. There are three prevalent reasons."

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Infographic: Delivering the new customer experience

Infographic: Delivering the new customer experience | Customer Experience as a Success Driver | Scoop.it

"The infographic below gives an overview of the changing landscape of how customer contact technologies can deliver a new customer experience."


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The New Measure of Customer Service Success

The New Measure of Customer Service Success | Customer Experience as a Success Driver | Scoop.it

"Using customer experience as a competitive differentiator is a goal for many businesses, but many find it's easier said than done."

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Imagination is Nothing. Customer Experience is Everything

Imagination is Nothing. Customer Experience is Everything | Customer Experience as a Success Driver | Scoop.it
Customer experience leaders have 4 key focuses that keep them on track to providing exceptional service. It's simple and it's worth it.
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CEM & VOC Analytics Market worth $6.61 Billion by 2017

CEM & VOC Analytics Market worth $6.61 Billion by 2017 | Customer Experience as a Success Driver | Scoop.it

"According to a new market research report, “Customer Experience Management (CEM) Market & Voice of Customer (VoC) Analytics Market – Worldwide Market Size and Forecasts (2012 – 2017)”, published by MarketsandMarkets (www.marketsandmarkets.com), the total CEM and VoC Analytics market is expected to reach $6.61 billion by 2017 with a CAGR of 19.8%."

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Orange Business Services Takes Next Step in Its International Customer Contact

Orange Business Services Takes Next Step in Its International Customer Contact | Customer Experience as a Success Driver | Scoop.it

" Orange Business Services is accelerating its international customer contact strategy to help companies deliver an excellent experience at an operationally efficient cost. Orange Business Services has an ambition to double its international contact center revenues over the next three years."

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Great Customer Experience Starts with Change Management

Great Customer Experience Starts with Change Management | Customer Experience as a Success Driver | Scoop.it

"Delivering customer experiences that are engaging, relevant and persuasive is a key competitive advantage in today’s business environment. Recognizing that employees are the driving force that can make or break a great customer experience is the first step. An effective change management initiative is the second step necessary to ensure that employees have the knowledge and structure to deliver."

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Your customer’s purchase journey has changed – has your marketing? – Smart Insights Digital Marketing Advice

Your customer’s purchase journey has changed – has your marketing? – Smart Insights Digital Marketing Advice | Customer Experience as a Success Driver | Scoop.it
Found at Your customer’s purchase journey has changed – has your marketing? – Smart Insights Digital Marketing Advice. Dave and I were reminded of this 2009 McKinsey model recentl...

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Using Six Sigma to End Bad Customer Service

Using Six Sigma to End Bad Customer Service | Customer Experience as a Success Driver | Scoop.it

"If there’s one question I’m asked constantly it’s “how can I stop bad customer service?” My answer is to look to six sigma as a blueprint to eliminating factors that create a bad customer experience.

The Six Sigma model is a highly disciplined approach that can help companies to focus on developing and delivering near-perfect products and services."


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