Customer Experience Mgt
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Customer Experience Mgt
All things to do with customer experience & Customer Experience Management
Curated by Ian Williams
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Expect IoT to Continue Redefining Customer Experience in 2017

Expect IoT to Continue Redefining Customer Experience in 2017 | Customer Experience Mgt | Scoop.it
The Internet of Things is widely discussed as a revolutionary movement that will continue to have a pervasive impact on our personal and professional lives.
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How the Design Thinking Process Improves Innovation and Customer Experience

How the Design Thinking Process Improves Innovation and Customer Experience | Customer Experience Mgt | Scoop.it
An increasing number of companies are transforming product development by embracing a design method that puts the customer first.
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How Content Drives Consistency in Customer Experience

How Content Drives Consistency in Customer Experience | Customer Experience Mgt | Scoop.it
The constant addition of digital communication channels and devices have obliged organizations to create seamless customer experiences across these proliferating channels.  Businesses struggle to...
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The Millennial Modernization of Goodwill’s Customer Experience Renaissance

Loyalty360 promotes & conducts research on customer and brand loyalty, customer experience, customer relationship management, loyalty programs and marketing analytics
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Finish Line Commits to Heightened Customer Experience for Its Female Consumers

Finish Line Commits to Heightened Customer Experience for Its Female Consumers | Customer Experience Mgt | Scoop.it
The Finish Line has long held a deep commitment to its female consumers.
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Not so EasyJet - the importance of a customer promise - Jericho - Customer Experience

Not so EasyJet - the importance of a customer promise - Jericho - Customer Experience | Customer Experience Mgt | Scoop.it
Bad service isn't just about what happens on the day, but about how expectations can be set at a different time and how a customer promise can manage this
Ian Williams's insight:
Now, you might be forgiven for initially thinking that this is yet another blog whinging about poor customer service from a major brand that is already well known for not offering particularly good customer service. But it isn’t. That isn’t to say that I wasn’t on the receiving end of poor service, because I actually was. However the underlying message behind this story goes a little bit deeper. This story is about the importance of a Customer Promise.
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Firing customers - Are we looking at this right? - Jericho - Customer Experience

Firing customers - Are we looking at this right? - Jericho - Customer Experience | Customer Experience Mgt | Scoop.it
Firing customers seems like a sensible idea for businesses, but they also need to consider the reputational damage. Are we looking at this in the right way?
Ian Williams's insight:
Share your insight
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You’ve done journey mapping? So what? - Jericho - Customer Experience

You’ve done journey mapping? So what? - Jericho - Customer Experience | Customer Experience Mgt | Scoop.it
Journey Mapping has become all the rage, however there are a number of organisations doing it without truly understanding why
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Customer Journey Mapping - an art or a science? Part 2

Customer Journey Mapping - an art or a science? Part 2 | Customer Experience Mgt | Scoop.it
Customer Journey Mapping sits right at the very heart of Customer Experience Management, bringing chronology into the way the company thinks
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The customer is always right, but

The customer is always right, but | Customer Experience Mgt | Scoop.it
The customer is always right! The customer is king! Despite being scrutinised, these statement still stand, although today with qualification
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Functional vs. Emotional Customer Experience

Functional vs. Emotional Customer Experience | Customer Experience Mgt | Scoop.it
Functional vs. Emotional Customer Experience - both are important in terms of fulfilling customer expectations, but which is most important?
Ian Williams's insight:

Who's the Daddy?

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Customer Journey Mapping - The Right Steps

Customer Journey Mapping - The Right Steps | Customer Experience Mgt | Scoop.it
Some of the biggest brands in the world can make errors with their Customer Journey Mapping. Here we show you how to get it right.
Ian Williams's insight:

There is still some confusion, even with some of the world's leading brands, as to what Customer Journey Mapping is or isn't. This article looks to cut through the confusion.  

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Doing the Opposite, Part 3: Deliberately Making Mistakes... - Jericho - Customer Experience

Doing the Opposite, Part 3: Deliberately Making Mistakes... - Jericho - Customer Experience | Customer Experience Mgt | Scoop.it
The next two parts of the ‘Doing the Opposite’ series focus on the subjects of ‘deliberately making mistakes’ and ‘unlimited staff holidays’, the second of which we will come onto in the next blog. Both are quite controversial and require an element of ‘tongue in cheek’, however they do have some interesting principles that could be of genuine interest to contemporary business. Now just to get things straight – I’m not
Ian Williams's insight:

Should businesses consider deliberately making mistakes?

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Put the Customer in the Driver’s Seat: Why Your Company Should Do Customer Journey Mapping

Put the Customer in the Driver’s Seat: Why Your Company Should Do Customer Journey Mapping | Customer Experience Mgt | Scoop.it
Regardless of where you work or how long you have been with a company, most of us have experienced a situation where we discover that some process or approach to doing business has “always been don…...
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Survey rates airlines on customer service

Survey rates airlines on customer service | Customer Experience Mgt | Scoop.it
Description: See who comes out top, Author: Bev Fearis - TravelMole Media Group LLC, Publish Date: 03 November 2016, Image: , Category: Travel News
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Twitter aims to simplify brands' customer experience efforts

Twitter aims to simplify brands' customer experience efforts | Customer Experience Mgt | Scoop.it
The struggling social media company is refocusing some of its branding efforts. Here are details on a new function.
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Behind U.S. Bank’s Ultimate Achievement in Real-Time Redemption and Personalized Customer Experience

Behind U.S. Bank’s Ultimate Achievement in Real-Time Redemption and Personalized Customer Experience | Customer Experience Mgt | Scoop.it
Sessions and Speakers at Engagement & Experience Expo 2016
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Customer Centricity and the curate's egg - Jericho - Customer Experience

Customer Centricity and the curate's egg - Jericho - Customer Experience | Customer Experience Mgt | Scoop.it
The terms customer centricity has been banded around for years, however many organisations don't know what it means or don't know where to begin
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Personas vs. Segments - what’s the story? - Jericho - Customer Experience

Personas vs. Segments - what’s the story? - Jericho - Customer Experience | Customer Experience Mgt | Scoop.it
For the uninitiated, customer segments and personas might appear to be the same, however personas might be seen as an evolution used for different purposes
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Who owns the customer? - Jericho - Customer Experience

Who owns the customer? - Jericho - Customer Experience | Customer Experience Mgt | Scoop.it
"Who owns the customer?" is a question that many businesses ask themselves, but more importantly, who does the customer feel that they are owned by?
Ian Williams's insight:
As a customer, which part of the organisation do you feel 'owned' by? ;)
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nps-isnt-really-about-recommendation

nps-isnt-really-about-recommendation | Customer Experience Mgt | Scoop.it

NPS isn't really about recommendation. The question asks whether the respondent is prepared to make a recommendation, but has a deeper psychological purpose

Ian Williams's insight:

NPS isn't really about recommendation...

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Customer Journey Mapping - an art or a science? Part 1

Customer Journey Mapping - an art or a science? Part 1 | Customer Experience Mgt | Scoop.it
Customer Journey Mapping is one of the most important practices within Customer Experience, however there are many different ways to do it
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Customer Retention - Let's start at the very beginning

Customer Retention - Let's start at the very beginning | Customer Experience Mgt | Scoop.it
Companies consider Customer Retention towards the end of their relationship with the customer, but should be thinking about it earlier on.
Ian Williams's insight:

...it's a very good place to start...

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Voice of the Customer. Great! But what is it? Jericho

Voice of the Customer is widely spoken about in the CX world however is the most mysterious and misunderstood of all of the CX measurements
Ian Williams's insight:

Voice of the Customer is used to describe so many different things...

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Doing the Opposite, Part 4: Unlimited Holidays   - Jericho - Customer Experience

Doing the Opposite, Part 4: Unlimited Holidays   - Jericho - Customer Experience | Customer Experience Mgt | Scoop.it
Now onto the topic of offering staff unlimited holiday… This isn’t just an idea. This concept came into the news about a month before this article was written, as Sir Richard Branson announced that he was allowing his personal staff to take unlimited holiday, which has thrown up a lot of debate within the press ever since. This idea is most definitely one for the ‘Doing the opposite’ debate. As
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