Talking about Customer Experience
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The CX Pyramid: Why Most Customer Experience Efforts Fail

The CX Pyramid: Why Most Customer Experience Efforts Fail | Talking about Customer Experience | Scoop.it
It is no secret among Customer Experience (CX) professionals that most CX efforts fall flat.
Evelyn Weiss's insight:
Watch out! Are you providing the best Customer Experience that no one wants? A CX program is necessary, but it is not enough. Companies succeed when CX is driven from the top, is integral to company culture, guides the behavior and actions of all employees, spans silos, and ensures that products and services satisfy consumers' most important needs. Take a look at the CX pyramid. Where do your CX initiatives are fitting?
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Customer Experience in the Internet of Things

Customer Experience in the Internet of Things | Talking about Customer Experience | Scoop.it
Evelyn Weiss's insight:

With every human expected to own some 20 or more connected devices by the year 2020, the Internet of Things (IoT) is a phenomenon that can't be ignored.

 

Data connections deliver insights; when applied, these insights inform and improve products, services, and ultimately customer experiences (CXs) and relationships. Harnessing digital connections to foster deeper human connections is the highest opportunity of IoT.

 

Here you can find a framework for contextualizing the Internet of Things, and five definitive ways companies can use sensors to create mutual benefit for both brand and consumer through the entire customer journey.

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Olivier Renaudin's curator insight, March 9, 2015 4:44 AM

With every human expected to own some 20 or more connected devices by the year 2020, the Internet of Things (IoT) is a phenomenon brands can’t afford to ignore.

Romain MAZUIR's curator insight, March 9, 2015 4:35 PM

Customer Experience in the Internet of Things #H2MWP

Birgitta Edberg's curator insight, March 29, 2015 3:16 PM

Always easier to understand Customers Experience in infographic.

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Mapping The Data Driven Customer Experience Journey

Mapping The Data Driven Customer Experience Journey | Talking about Customer Experience | Scoop.it
Investing in a comprehensive customer experience program enables organizations to effectively connect with their customers, enhancing service delivery and
Evelyn Weiss's insight:

There is a big challenge in creating a seamless experience for customers. Specially when 81% of executives believe that customer experience has improved but 66% of customers believe that the customer experience stayed the same or decreased. Check out this infographic about travel industry and please feel free to generalize it to other industries to analyze the impact that an organized service experience could make.

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Design Thinking for Mobile Banking

Design Thinking for Mobile Banking | Talking about Customer Experience | Scoop.it
Given the increasing importance of mobile devices in banking, the industry should consider more design-centered thinking about how consumers interact with these devices.
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The Importance of Employee Engagement in Digital Customer Experience

The Importance of Employee Engagement in Digital Customer Experience | Talking about Customer Experience | Scoop.it
Employee engagement is an essential part of overall digital customer experience initiatives.
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3 Crucial Lessons from Customer Experience Entrepreneurs: Scudamore, Bezos & Schultz

3 Crucial Lessons from Customer Experience Entrepreneurs: Scudamore, Bezos & Schultz | Talking about Customer Experience | Scoop.it
It was in 2007 that I set a goal to become a customer experience consultant and keynote speaker. I recognized that the companies we admire have made a premeditated effort to put their customers at th…
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The Value of Customer Experience, Quantified

The Value of Customer Experience, Quantified | Talking about Customer Experience | Scoop.it
The Value of Customer Experience, Quantified. Intuitively, most people recognize the value of a great customer experience. Brands that deliver them are ones that we want to interact with as customers — that we become loyal to, and that we recommend to our friends and family. But as executives leading businesses, the value of delivering such an experience is often a lot less clear, because it can be hard to quantify.
Evelyn Weiss's insight:
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10 trends that will impact your mobile commerce strategy

10 trends that will impact your mobile commerce strategy | Talking about Customer Experience | Scoop.it
Finally, mobile devices are at a stage where technology meets and occasionally exceeds the expectations of the consumer.

Via LuceCEM
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Using Customer Analytics To Improve Corporate Performance [McKinsey Study]

Using Customer Analytics To Improve Corporate Performance [McKinsey Study] | Talking about Customer Experience | Scoop.it
Striving to gain greater insights into how existing customers can be retained and grown while attracting new prospects, nearly all companies are capturing customer data at an accelerating rate. The challenge is to translate the massive amounts of captured customer data into strategically relevant, insightful and immediately useful action.  Too often [...]
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Personalizing the In-Store Retail Experience #Infographic

Personalizing the In-Store Retail Experience #Infographic | Talking about Customer Experience | Scoop.it

Infographic mapping in-store personalized experience opportunities


Via Craig Kauffman, LuceCEM
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Craig Kauffman's curator insight, July 7, 2014 11:47 AM

Another good Commerce Infographic. This time focused on personalized in-store retail.

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5 impacts that Amazon has had on customer experience

5 impacts that Amazon has had on customer experience | Talking about Customer Experience | Scoop.it
Last month Amazon turned twenty. In 1994 founder Jeff Bezos left his job, drove to Seattle and set up the business in his garage. Originally going to be called Cadabra (as in Abracadabra), the name...

Via Christian Barbaray, LuceCEM
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Go Big or Go Home with Customer Experience

Go Big or Go Home with Customer Experience | Talking about Customer Experience | Scoop.it
The good news: Businesses understand that taking care of the customer experience is just one of the requirements of doing business today and surviving to see tomorrow. The bad news: Businesses continue to treat customer experience as a standalone...
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What You Can Learn About Customer Experience From Sharing Economy Companies

What You Can Learn About Customer Experience From Sharing Economy Companies | Talking about Customer Experience | Scoop.it
A couple weeks ago, San Francisco-based taxi company DeSoto announced a rebranding effort to try to reclaim market share lost to ride-sharing service Uber.  The company adopted the name of a mobile app, Flywheel, and repainted its vehicles in the hopes of helping passengers realize they can use a mobile [...]
Evelyn Weiss's insight:

It's really impressive: 90% of sharing economy customers would recommend the service they most recently used. So, the question is: what inspires such customer love and loyalty?


My opinion is that "you get what you give". 


They are obsessed over the quality of the experiences they deliver and therefore teach valuable customer experience principles for all businesses.

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Gamification Can Help People Actually Use Analytics Tools

Gamification Can Help People Actually Use Analytics Tools | Talking about Customer Experience | Scoop.it

If you’re trying to use advanced analytics to improve your organization’s decisions, join the club. People factor is crucial, and they will start using them if it’s fun.

Evelyn Weiss's insight:

In these days of "analytics fever", here you can find an interesting approach for all those that are struggling with the adoption of advanced analytics tools in their organizations.

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Improving the multichannel customer experience

Improving the multichannel customer experience | Talking about Customer Experience | Scoop.it
Whether you realise it or not, your company is in the user experience business.
Evelyn Weiss's insight:
Great multichannel UX is consistent, available, channel-neutral, context-optimised and seamless
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Philippe Neveu's curator insight, March 6, 2015 3:52 AM

De l'expérience utilisateurs à l'expérience crosscanal ...

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Big Data Meets Improved Customer Experience in 2015

Big Data Meets Improved Customer Experience in 2015 | Talking about Customer Experience | Scoop.it
2015 will be the year that banks finally merge the concepts of big data and improving the customer experience.
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How Emotions Drive Customer Experience

MYTH: IF WE SOLVE THE CUSTOMER'S PROBLEM, THE EXPERIENCE IS A GOOD ONE Are your agents getting off the phone fast, but not solving the customers’ problems? Or,…


Via Fred Zimny
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Track Customer Experience, but Don’t Forget the Financials

Track Customer Experience, but Don’t Forget the Financials | Talking about Customer Experience | Scoop.it
Strike a balance between delighting customers and managing costs.
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Are You Really Ready for Customer Experience

Are You Really Ready for Customer Experience | Talking about Customer Experience | Scoop.it

Marketers can talk a good game about customer centricity, but action doesnt always follow.


Via Fred Zimny, Rosetta Carrington Lue, LuceCEM
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frstrated's curator insight, October 14, 2014 10:43 PM

#CEM #VoC xCustSat

Michael Allenberg's curator insight, October 22, 2014 7:17 PM

#ExperienceDesign + #Insight = #CustomerExperience

Nedko Aldev's curator insight, March 6, 2015 3:11 AM

 

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The Omni-Channel Experience: Marketing Meets Ubiquity

The Omni-Channel Experience: Marketing Meets Ubiquity | Talking about Customer Experience | Scoop.it
With the rapid growth of digital consumption and what seems like daily proliferation of social media channels, marketers are faced with more choices than ever when considering how they want to reach the consumer. With each choice comes a certain amount of risk as marketers choosing to put a heavy investment [...]
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How To Transform The Behavior Of Customer-Facing Employees

How To  Transform The Behavior Of Customer-Facing Employees | Talking about Customer Experience | Scoop.it
Customer service leadership — leadership that coaxes great behaviors and performance from your customer-facing employees — is a key to creating a successful customer experience. How to get the most from your customer service employees following the employee selection (hiring) process.
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Customer Success Has a Quantifiable Impact on Revenue

Customer Success Has a Quantifiable Impact on Revenue | Talking about Customer Experience | Scoop.it
“You can grow through massive Customer Acquisition, but the best companies out there are growing through Customer Succes…

Via LuceCEM
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#Mobile Moments Should Equal Useful

#Mobile Moments Should Equal Useful | Talking about Customer Experience | Scoop.it
This article is by Josh Bernoff, senior VP, Idea Development, at Forrester Research. He is the co-author of the new book, The Mobile Mind Shift. “Hello, customer. I’m from the company’s marketing department, and I’m here to help you.” That’s something you don’t hear very often. Customers expect marketers to try to [...]

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, July 8, 2014 1:35 PM

Josh shares his #Mobile insight:


"Start with your #customer and her #journey. Figure out what her real problem is and how mobile could help. We call these points where mobile solves problems “mobile moments,” and they’re very well suited to customers trained to get answers from their phones in an instant. 

Then line up all these moments and evaluate them on two scales. First, are they beneficial to the customer? Second, are they valuable to your company?"

 Share other examples where brands understand how to deliver mobile moments to their customers?
Ranjit Kovilinkal's curator insight, July 9, 2014 12:23 AM

"Its about relationships...not marketing" - Starbucks

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HotelTonight chief explains why we'll enjoy keyless entry and easy check-in at hotels

HotelTonight chief explains why we'll enjoy keyless entry and easy check-in at hotels | Talking about Customer Experience | Scoop.it
The discussion on keyless entry focused on what is happening with the future of travel and hotels at our MobileBeat 2014 conference.
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