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Rescooped by Thomas Ephraim from Customer Experience | The How not the Why
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Does Your Customer Experience Require Big Data or Little Data

Does Your Customer Experience Require Big Data or Little Data | Satisfaction Management | Scoop.it

"Little Data is a collection of information on an individual or smaller group of  customers. Rather than using this data to spot a trend, the company uses the data to customize the customer’s experience."

 

Big Data: "While the collection of data is broad, based on a large amount of information and customer feedback, these companies are able to filter through it to understand general customer behavior and trends." By Shep Hyken

 

Read more: http://www.business2community.com/big-data/big-data-little-data-a-customer-experience-opportunity-waiting-to-happen-0448375


Via streetsmartprof
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streetsmartprof's curator insight, April 7, 2013 4:44 PM

It is refreshing to see someone write an article from both sides of the data equation as Shep has in this one.

 

If your business is one where you watch trends for general information, yet prefer the personal touch, because your customers are "human". Give this one a read.

 

Granted it is about a hotel chain which is more B2C than B2B, however, the thoughts and principles followed transcend to B2B very smoothly.

 

Shep discusses a hotel chain which knocks it out of the park with customer experience measures and satisfaction. Their focus is on the individual guest versus their customer group in mass.

Ken Jondahl's curator insight, April 7, 2013 4:55 PM

If you are facing big data and little data stand offs over which is right for your company. This may offer up some ideas of how many companies should likely meet in the middle.

Olivier Badoureaux's curator insight, June 28, 2013 2:07 PM

Le Big Data vs. le Little Data : Lequel est le bon ? Les deux mon capitaine !!!

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Big Data Can Bring Patients to Water But It Can’t Make Them Think - The CIO Report - WSJ

Aetna is using predictive analytics to help members reduce the likelihood of heart disease, but getting them to adhere to best health practices remains “a challenge.” (RT @bighealthidea: Aetna Innovation Labs in WSJ.


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Rescooped by Thomas Ephraim from Sales Success
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Ten Things I Wish I'd Have Known Before I Managed Salespeople

Ten Things I Wish I'd Have Known Before I Managed Salespeople | Satisfaction Management | Scoop.it
Yesterday I wrote about ten things I wish I'd have known before I started selling professionally. Here are ten things that I wish I'd have known before I started managing a sales force. Balance act...

Via Greg Ferguson
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Vitor C.'s comment, April 9, 2013 11:29 AM
so true
Greg Ferguson's comment, April 9, 2013 5:05 PM
If you are savvy you normally only learn this AFTER you take on the Sales Managers role.
Rescooped by Thomas Ephraim from Automotive Customer Experience Excellence
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New Virtual Car Shopping Experience

New Virtual Car Shopping Experience | Satisfaction Management | Scoop.it
Local auto dealer Scott McCorkle of Liberty Buick GMC partnered with Google and Charlotte-based company Chasevision to create a virtual showroom.

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Rescooped by Thomas Ephraim from News on Customer Experience Management
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5 Things to Do With Qualified Leads Who Don’t Convert Into Customers | Business 2 Community

5 Things to Do With Qualified Leads Who Don’t Convert Into Customers | Business 2 Community | Satisfaction Management | Scoop.it
The Marketer’s Guide to Rejection If your company converts 100% of your qualified leads into customers, stop reading now. You’ve learned some magical

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Vital Insights's curator insight, April 1, 2013 2:27 PM

Customer are more than just a sale, what do you do to foster relationships?

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How big data will transform politics, education and just about everything else - GeekWire

How big data will transform politics, education and just about everything else - GeekWire | Satisfaction Management | Scoop.it

Big data requires big thinkers. And some of Seattle’s top minds — from University of Washington computer scientist Oren Etzioni to Context Relevant CEO Stephen Purpura to Amazon.com’s Charlie Bell — turned out this week as Madrona Venture Group hosted a round table discussion on the topic


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Stuart Shulman's curator insight, March 14, 2013 11:01 PM

Stephen is blazing a trail for all of us.

Rescooped by Thomas Ephraim from News on Customer Experience Management
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Government Customer Service is Good Governance | Business 2 Community

Government Customer Service is Good Governance | Business 2 Community | Satisfaction Management | Scoop.it
I realize that for many of the general public, the phrase Government Customer Service may seem like another amusing oxymoron, like Jumbo Shrimp or a

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Vital Insights's curator insight, March 19, 2013 10:20 AM

Do you know a few Governments that need a bit of help? We are definitely up to the task.

Rescooped by Thomas Ephraim from Automotive Customer Experience Excellence
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The Next Step in Car Dealership Evolution

After working with and speaking to hundreds of dealerships, aggregators & industry experts, the SaleMove team has assembled a slideshow that shows how car dealerships have evolved with the Internet and the evolution that will likely unfold in the coming years. It is certainly clear that automotive sales have been moving online for some time. Technology is now on the verge of fully bridging the last gap- replicating the showroom online….

 


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Rescooped by Thomas Ephraim from Customer Experience | The How not the Why
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Customer Experience: Workers' happiness rubs off on profits

Customer Experience: Workers' happiness rubs off on profits | Satisfaction Management | Scoop.it

"In the past five years, the financial industry has taken a drubbing. Plunging profits, allegations of improper behavior, customer backlash against rising fees and massive layoffs have challenged the industry."

 

"But various sources list one bank as a best place to work, and its practices may provide a blueprint to other companies on how to keep workers engaged even during tough times." -Anita Bruzzese, Gannett

 

Read more:

http://www.usatoday.com/story/money/columnist/bruzzese/2013/02/09/on-the-job-employee-happiness/1898083/


Via streetsmartprof
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streetsmartprof's curator insight, February 13, 2013 9:29 AM

If you are tired of hearing about the financial mess in the news. Read this article to put some faith back into your heart their are still some out there making a difference.

 

Imagine a company who has 93% of their employees, (no this is not a typo), out spreading the word via the stories they tell across 4 states and 1757 organizations.

 

Now think about the customer experience if you were to meet one of these employees and discussed their company. (Experience being defined from the moment you begin to consider, "should I do my banking with this company"?)

Rescooped by Thomas Ephraim from Customer Experience | The How not the Why
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Customer Experience Starts With Your Sales Team On Social

Customer Experience Starts With Your Sales Team On Social | Satisfaction Management | Scoop.it

"Buyers are looking for individuals who understand their day-to-day challenges and have solutions that solve them, insight, and unique perspectives. We’re seeing the rise of social salespeople."

 

"Not all sales reps are equipped to engage in this capacity. But those that are, will have knowledge, experience and unique perspectives that can enrich your internal search marketing integration (SMI) efforts by weaving search engine optimization (SEO) techniques into their day-to-day work."

 

"So, how can you effectively and efficiently enable your sale team to improve your SMI?" - Brad Miller

 

Read more: http://searchenginewatch.com/article/2253374/Search-Marketing-Integration-Starts-With-Your-Sales-Team


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streetsmartprof's curator insight, March 17, 2013 9:35 PM

It is refreshing to see an article of how to integrate your sales people in social selling. They likely know more about the customer and what resonates with them than any one else in the company.

 

As you read the article, think about your sales people and why not use them in more social selling. However, this also means to help "load their lips" with stories which others have learned across the company. Don't make them work in silo's, figure out how to share what works and what doesn't.

 

Many companies are using social media to help keep employees up to speed. Why not share stories across sales channels which benefit all as well as lessons learned.

Rescooped by Thomas Ephraim from News on Customer Experience Management
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From Loyalty to Royalty: Using Analytics to Make Every Customer the Center of Attention

From Loyalty to Royalty: Using Analytics to Make Every Customer the Center of Attention | Satisfaction Management | Scoop.it
Customer interactions are an invaluable source of intelligence for businesses that perfect their listening skills with analytics. And if they don t, the competition will.

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Vital Insights's curator insight, March 11, 2013 3:25 PM

Do your customers feel like royalty?

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Turn Crisis into Opportunity with Superior Customer Experience

Turn Crisis into Opportunity with Superior Customer Experience | Satisfaction Management | Scoop.it
By Brad Smith, Sage North America Carnival Cruise Lines suffered yet another incident on March 14, shining a spotlight on the importance of customer experience once again.
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Alaska Airlines, Southwest Airlines top customer experience ratings - Dallas Morning News (blog)

Alaska Airlines, Southwest Airlines top customer experience ratings
Dallas Morning News (blog)
Alaska Airlines and Southwest Airlines are at the top of the “customer experience” list among U.S.
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Rescooped by Thomas Ephraim from Customer Experience | The How not the Why
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A Positive Customer Experience Requires Listening to Their Needs

A Positive Customer Experience Requires Listening to Their Needs | Satisfaction Management | Scoop.it

"There are two components to listening to needs:"

 

1 - The skills of listening

2 - The importance of understanding people’s needs

 

"Listening and hearing are not the same thing. Most people are born with the ability to hear; but few of us are truly good listeners."

 

"Well-developed listening skills that include asking good questions, combined with striving to satisfy needs will create long-lasting, trusting relationships with team members, internal colleagues and client/customers." by Caroline Rowan

 

Read more: http://www.tac-focus.com/article/listening-needs#.UWfwAfMo603


Via Karen Dietz, streetsmartprof
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streetsmartprof's comment, April 12, 2013 8:03 AM
Great finds for those of us in customer facing roles, which is every employee, some-way, some-how.
Karen Dietz's comment, April 12, 2013 3:12 PM
Many thanks for the additional review and comment! Love the way you think :)
Ken Jondahl's comment, April 12, 2013 6:13 PM
Driven in to me by many years of battle scares of what works and what doesn't...
Rescooped by Thomas Ephraim from Just Story It! Biz Storytelling
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Listening to Needs in Your Customer's Stories

Listening to Needs in Your Customer's Stories | Satisfaction Management | Scoop.it
Moving beyond just hearing, to listening is an important skill to refine.

Via Karen Dietz
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streetsmartprof's comment, April 12, 2013 8:03 AM
Great finds for those of us in customer facing roles, which is every employee, some-way, some-how.
Karen Dietz's comment, April 12, 2013 3:12 PM
Many thanks for the additional review and comment! Love the way you think :)
Ken Jondahl's comment, April 12, 2013 6:13 PM
Driven in to me by many years of battle scares of what works and what doesn't...
Rescooped by Thomas Ephraim from Customer Experience Best Practices & Issues
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Big Data Lives or Dies Based on Customer Data Management Strategy

Big Data Lives or Dies Based on Customer Data Management Strategy | Satisfaction Management | Scoop.it
By Noel Yuhanna and Mike GualtieriThe key to success is implementing a multidimensional view that helps individualize and contextualize customer experiences, deliver new customer insights, and create new opportunities for businesses to deliver...

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beyondthearc's curator insight, March 28, 2013 4:28 PM

Consumers want more than service; they expect "engagement" - prompt, personal attention that reflects their needs and preferences. Data mining and predictive analytics give you actionable insights to improve customer experience and increase loyalty.

Rescooped by Thomas Ephraim from Automotive Customer Experience Excellence
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Hyundai Mobis - Gateway to New Technology

Hyundai Mobis - Gateway to New Technology | Satisfaction Management | Scoop.it

Jang Yoonkyung, Vice President of Hyundai Mobis, spoke with Korea IT Times about its eco-friendly technologies and what consumers can expect from Hyundai Mobis at the Seoul Motor Show 2013

 


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Rescooped by Thomas Ephraim from News on Customer Experience Management
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Top 10: Surreal Retail Spaces

Top 10: Surreal Retail Spaces | Satisfaction Management | Scoop.it

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Vital Insights's curator insight, April 1, 2013 2:27 PM

Where does your customer experience live?

Rescooped by Thomas Ephraim from News on Customer Experience Management
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3 Ways Technology Is Changing Customer Experience for the Better | Business 2 Community

3 Ways Technology Is Changing Customer Experience for the Better | Business 2 Community | Satisfaction Management | Scoop.it
Once upon a time, if a storeowner provided bad service, there wasn’t much a customer could do. They could refuse to do business with the company, if possible,

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Vital Insights's curator insight, March 19, 2013 10:11 AM

The rise is here, integrate or be obsolete.

Rescooped by Thomas Ephraim from Customer Experience | The How not the Why
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Brand Loyalty Can't Compete with Customer Experience | Survey Results

Brand Loyalty Can't Compete with Customer Experience | Survey Results | Satisfaction Management | Scoop.it

"In other words, consumers want what they want when they want it, and if your company can’t meet their needs when they’re ready to pay for it, brand loyalty isn't going to sway them."

 

"...consumers are no longer making their buying decisions based on brand loyalty, but rather which companies can match their desired experience at a time of their choosing."

 

"...the reality is that companies are at risk of losing customers if they fail to accommodate customer preferences or adopt evolving channels of communication in providing service." By Marisa Peacock

 

Read more: http://www.cmswire.com/cms/customer-experience/demand-for-tailored-customer-experiences-put-brand-loyalty-at-risk-020137.php


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streetsmartprof's curator insight, March 24, 2013 10:11 AM

Even though the article is a survey based on consumer purchasing habits, B2B is not that far behind the findings.

 

Such as most of the buy-sell cycle can be done on line. And if the only way to contact your company is via a phone, (or not via a phone), this can create a negative first impression.

 

As customers we want to deal with the tools we use everyday as means to contact, interact, match products to needs, and receive after sales support.

 

This is not to say we should run off and setup numerous ways for customers to interact with our company. Yet there are always ways to evolve towards what it is our best customers want us to deliver.

 

In the B2B space, what the main stream market is doing is not as critical as what our sweet spot is lacking. Watch and listen to which tools your customers are using on a daily basis to make their jobs easier. By incorporating these tools into the overall "product life/usage" cycle helps improve the customer experience.

Rescooped by Thomas Ephraim from Customer Experience | The How not the Why
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Improve Customer Experience - Do The Right Thing, Do Not Just Do Things Right

Improve Customer Experience -  Do The Right Thing, Do Not Just Do Things Right | Satisfaction Management | Scoop.it

"Patricia responded to an audience question by saying that Europcar focused on creating a customer-centric culture because the company can't script every interaction. Therefore employees need to be able to make the right judgment calls on their own..."

 

"...every time I see USAA's Wayne Peacock speak, he always uses the phrase "We do the right thing because it's the right thing to do." He's the EVP of Member Experience at USAA, which is the number one bank, the number one credit card provider, and the number one insurance provider in our Customer Experience Index."

 

Read on to compare a story about a Southwest Airlines pilot to the decisions made by some United Airlines employees.

http://www.1to1media.com/weblog/2012/12/engaged_employees_do_the_right.html ;


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Rescooped by Thomas Ephraim from Customer Experience | The How not the Why
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Creating Customer Evangelists to Spread the Word About Their Experience's

Creating Customer Evangelists to Spread the Word About Their Experience's | Satisfaction Management | Scoop.it

"Take a minute and think about the last time you were motivated to rave about  a product or service? What motivated you? What did you love so much about the  product, service or experience?"

 

"If you stop and think about what gets you really excited, it may give you  some ideas on how you can create that same experience and feeling for your  customers." - Author: Level343

 

Read more at http://www.business2community.com/customer-experience/creating-customer-evangelists-0424762


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streetsmartprof's curator insight, March 11, 2013 6:47 PM

The author discusses a story which they remember after going to a restaurant. I do not know if the restaurant decided to use a story format with their customers, or if they are just doing it naturally.

 

You may wonder if I'm kidding. However, there is a beginning, a middle and an ending. Perhaps without knowing it, the restaurant is getting people to discuss their offerings by experiencing and living the story while at their restaurant. 

 

By using a story format, it is easy for the customer, in this case the author, to repeat the story which encourages others to ask about the restaurant and perhaps go themselves if nearby.

 

In years past, I heard one of Dell's executives declare how their strategy was to "wow" the customers on line experience. And for years they did just that and many customers left brick and motar companies to buy computers from Dell.

 

Then they decided to cut cost and outsource support.... Customer experience has gone down hill fast. Yes, they saved money, but to what end?

 

Think about your customers journey and how you can wow them during their experience buying, sourcing and using your products and services. And make sure to ask those who make the product. Many times they have better ideas then most of us in sales and marketing because they are immersed in the products all day long.

Rosetta Carrington Lue's curator insight, June 4, 2013 11:25 PM

This should be in every leader's toolkit as a must read article.

Rescooped by Thomas Ephraim from News on Customer Experience Management
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What is Customer Loyalty? Part 1

There seems to be a consensus among customer feedback professionals that business growth depends on improving customer loyalty.

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Vital Insights's curator insight, March 11, 2013 3:24 PM

Do you have the right framework to measure customer loyalty?

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Internet Retailing » GUEST OPINION The future of customer loyalty is mobile

Internet Retailing » GUEST OPINION The future of customer loyalty is mobile | Satisfaction Management | Scoop.it

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Vital Insights's curator insight, March 12, 2013 9:34 AM

The future of loyalty is mobile? We couldn't agree more.

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The Utilization Gap: Big Data's Biggest Challenge - Forbes

The Utilization Gap: Big Data's Biggest Challenge - Forbes | Satisfaction Management | Scoop.it
The Utilization Gap: Big Data's Biggest Challenge Forbes In data collected from The CMO Survey, companies with sales revenue of $10B or more will spend 13.7% of marketing budgets on marketing analytics in three years while companies with sales...
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