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Man who ordered gluten-free meal on flight is given a single banana – and cutlery to eat it with

Man who ordered gluten-free meal on flight is given a single banana – and cutlery to eat it with | Expérience client  et expérience collaborateurs | Scoop.it
RT @weirdnews: Man who ordered gluten-free meal on flight is given a single banana – and cutlery to eat it with https://t.co/khNMpyMdst htt…
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Matinée Satisfaction Fidélité & Experience clients - 4 octobre 2016

Matinée Satisfaction Fidélité & Experience clients - 4 octobre 2016 | Expérience client  et expérience collaborateurs | Scoop.it
Je vous invite à participer à notre matinée de présentation et d’échange sur les bonnes pratiques et les nouveaux outils.
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Infographie: L’expérience client en ligne en 2015

Infographie: L’expérience client en ligne en 2015 | Expérience client  et expérience collaborateurs | Scoop.it
” Les marques françaises et l’expérience client omnicanal en ligne” par Eptica.
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Layout Cheat Sheet for Infographics : Visual arrangement tips

Layout Cheat Sheet for Infographics : Visual arrangement tips | Expérience client  et expérience collaborateurs | Scoop.it

Infographic layouts refer to the arrangement of your visual elements and your content. When you begin working on a piece of infographic, you should have a story to tell hence, you will need to select a layout that best suits your story. Using the right layout will ensure good readability and convey your message well.

 

We have put together a cheat sheet for your quick reference to the right arrangement to use, here are six common ones you can quickly work with....


Via Jeff Domansky
veronique aboghe's insight:

Better data communication information

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David Baker's curator insight, March 13, 2015 1:21 AM

This is a great tool to share with my seminar teachers whose final project for the year is an infographic.

Lee Hall's curator insight, March 18, 2015 9:26 AM

They show you a visual layout and explain the best use for it.

Monica S Mcfeeters's curator insight, March 20, 2015 11:51 PM

HERE ARE SOME HELPFUL LAYOUTS TO SPEED UP YOUR DESIGNS.

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10 Things You Need To Fix Before Your #Customers Leave You

10 Things You Need To Fix Before Your #Customers Leave You | Expérience client  et expérience collaborateurs | Scoop.it
Customers sometimes [spoiler alert] will die. This, obviously, will mark the end of your commercial relationship, assuming you aren't in the funeral/deathcare business. But there are other customer issues that can be caught while they are less than fatal. Here are the stumbling blocks I see over and over in my work as a customer service consultant and company culture specialist.

Via Eric_Determined / Eric Silverstein
veronique aboghe's insight:

Keep on taking your customer' s pulse or your business could die of a stroke.

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Eric_Determined / Eric Silverstein's curator insight, August 17, 2014 6:34 PM

As your business focuses on your #customer #experience, you will need to continuously update procedures, engagements and solutions to keep pace with your customers.


Micah shares important concerns. Which one should you address first?

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Ryanair does deliver an experience!

Ryanair does deliver an experience! | Expérience client  et expérience collaborateurs | Scoop.it
As sent to Ryanair: Dear Sir/Madam,  I am writing for the attention of your customer experience team. I am definitely a customer, and believe me, you didn’t fail in providing us with an experience....
veronique aboghe's insight:

What a priceless and hilarious complain letter.Take a break and enjoy.It is definitely an experience.

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Africa’s digital money heads to Europe - FT.com

Africa’s digital money heads to Europe - FT.com | Expérience client  et expérience collaborateurs | Scoop.it
The mobile payment system that has revolutionised business and banking in sub-Saharan Africa is to come to Europe as Vodafone seeks to spread the popular digital currency outside emerging markets. Vodafone has acquired an e-money licence to operate

Via Marty Koenig
veronique aboghe's insight:

Actually long before Bitcoin as it was launched in 2007 in Kenya .FT states it well African e money branded as M pesa is  being spread all over the world after Eastern Africa countries it is heading to India and Romania.Good experiences roll out.

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Marty Koenig's curator insight, March 30, 2014 4:48 PM

Africa and Europe's bitcoin. 

lebeauparleur's curator insight, March 31, 2014 8:52 AM

Le rapport à l'argent se dématérialise encore +

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2013 customer experience report

Business recognizes the importance of customer experience.
veronique aboghe's insight:

Very good report to consolidate your knowledge and manage your CX strategy.

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Barclaycard to overhaul T&Cs in customer experience drive - Marketing Week

Barclaycard to overhaul T&Cs in customer experience drive - Marketing Week | Expérience client  et expérience collaborateurs | Scoop.it
Marketing Week Barclaycard to overhaul T&Cs in customer experience drive Marketing Week Barclaycard is overhauling the terms and conditions documents it sends to customers in a bid to make people “want” to read them, one of several changes in the...
veronique aboghe's insight:

Respecting both compliance requirements and customer experience delivery? Checked !

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The 6 Pieces of the Customer Experience Puzzle

The 6 Pieces of the Customer Experience Puzzle | Expérience client  et expérience collaborateurs | Scoop.it

How do you define customer experience -- and, more importantly, how do you create the best customer experience model?

veronique aboghe's insight:

This is a very comprehensive explanation of the different components of a well designed customer experience program .A must read !

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Generation Now: #customer expects instant results

Generation Now: #customer expects instant results | Expérience client  et expérience collaborateurs | Scoop.it
With so much going on and so much to keep up with, focusing on the "now" has become an essential strategy for consumers and marketers.

Via Eric_Determined / Eric Silverstein
veronique aboghe's insight:

Instant results ? Rather instant gratification that is now or never.Remember ? We began 10 years ago by skipping all those slow website land pages.No time to wait for customers and big time to rush and anticipate by being proactive for companies.Thoughtful brands  with empathy will be customers best friends.

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Eric_Determined / Eric Silverstein's curator insight, January 2, 2014 8:20 PM

If @Amazon is investing in drones, Zoe is certainly right in addressing the "moment marketing" revolution.


"Brands and marketers should think more about how they can embrace technologies to help people be more spontaneous, provide helpful time-sensitive messages or just simply enjoy the moment that is now."


@Uber is certainly looking to expand in new areas, as everyone are looking to impact the overall #customer #experience!


Share your thoughts on some of the Apps listed or list a new one we should look into as well?



julioptr's curator insight, January 3, 2014 3:54 AM

Los servicios, los productos, las incidencias, las rectificaciones, las devoluciones… ahora mismo, aquí, ahora: el nuevo consumidor

Francissen Textwriting En Uebersetzung's curator insight, January 4, 2014 4:09 AM

The price for the service  as delivered?

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United Airlines announces changes to improve customer experience

United Airlines announces changes to improve customer experience | Expérience client  et expérience collaborateurs | Scoop.it
CHICAGO - United Airlines (UAL) announced 10 substantial changes to how it flies, serves and respects its customers. The changes are the result of United's thorough examination of its policies and procedures, and commitment to take action, in the wake of the forced removal of a customer aboard United Express Flight 3411 on April 9.
United commits to: 
Limit use of law enforcement to safety and security issues only.
Not require customers seated on the plane to give up their seat involuntarily unless
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Poor customer experience costs Big 4 UK banks billions | Consultancy.uk

Poor customer experience costs Big 4 UK banks billions | Consultancy.uk | Expérience client  et expérience collaborateurs | Scoop.it

The value of excellent customer services experience can be considerable. In the UK, the largest four banks – Barclays, HSBC, Lloyds and RBS – may be missing out on an average £3.

veronique aboghe's insight:

Banks should not miss the point 

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How to Boost Your Sales By Creating a Superior Customer Experience (infographic) | Jeff Shore

Considering more than half of consumers would pay more for a better customer experience and that it takes 12 positive customer experiences to make up for one ne...
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The Next Era of Marketing: Hear from Seth Godin

The Next Era of Marketing: Hear from Seth Godin | Expérience client  et expérience collaborateurs | Scoop.it
In an effort to try and map out the future, Marketo and The Economist have teamed up to offer some insights and advice by talking with some of the best marketing minds out there.

Via Eric_Determined / Eric Silverstein
veronique aboghe's insight:

 “Your call is very important to us, but due to unusually heavy call volume, we don’t have anyone to answer your call”, and they put you on hold for ten minutes. Then the person who answers the phone is measured on how fast they get you to hang up.

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Eric_Determined / Eric Silverstein's curator insight, December 10, 2014 10:55 PM

Seth Godin says to forget #ROI!


It's about relationship building and delivering the right engagement across all channels.


As you personalize your #customer #experience, you are creating brand stories worth sharing.


You are building loyalty and nurturing advocacy, each have a direct impact to your bottomline.


Do you agree with Seth's views on how Marketing has changed and where we are heading?

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The Business Case for Effortless Customer Experience | MindTouch ...

The Business Case for Effortless Customer Experience | MindTouch ... | Expérience client  et expérience collaborateurs | Scoop.it
Did you know businesses are only able to "delight" their customers about 16% of the time? And that the cost of trying to induce such delight will “increase their [support] operation costs by 10-20%?”
veronique aboghe's insight:

Focus on making our customers life much easier

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The Cost of Poor Customer Experience | Loyalty360.org

The Cost of Poor Customer Experience | Loyalty360.org | Expérience client  et expérience collaborateurs | Scoop.it
It's the height of the holiday season and companies are competing to acquire, up-sell and retain consumers.
veronique aboghe's insight:

The paradox of a poor customer experience is that you pave a fast track way to reinforce your competition. Voilà

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See it, feel it, buy it: the new customer experience - The Australian Financial Review

See it, feel it, buy it: the new customer experience - The Australian Financial Review | Expérience client  et expérience collaborateurs | Scoop.it
The Australian Financial Review See it, feel it, buy it: the new customer experience The Australian Financial Review The luxury consumer is shifting their focus away from investment in a product to investing in an experience.” Sanderson echoes the...
veronique aboghe's insight:

The luxury consumer is shifting his focus away from investment in a product to investing in an experience.Luxury  expenses are shifting towards experiencing exclusive moments.What kind of exclusive experiences are you designing for your customers ?  Guess what? the glass of Champagne you offer is no longer an experience 

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Roadblocks to Epic Customer Experiences: Organizational Silos, Conflicting KPIs - CMSWire

Roadblocks to Epic Customer Experiences: Organizational Silos, Conflicting KPIs - CMSWire | Expérience client  et expérience collaborateurs | Scoop.it

onCMSWire Roadblocks to Epic Customer Experiences: Organizational Silos, Conflicting KPIs CMSWire Roadblocks to Epic Customer Experiences: Organizational Silos, Conflicting KPIs After giving a presentation recently on epic customer experiences, I was...

veronique aboghe's insight:

Very good insight indeed. To me first and foremost, the whole company and his ecosystem have to be customer centric. When customer centricity is the compass there is no silos left and  pragmatic  and congruent KPIs are set up to measure progress.Anything less is pretending.

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Half a Million $$$ Worth of #Customer #Experience

Half a Million $$$ Worth of #Customer #Experience | Expérience client  et expérience collaborateurs | Scoop.it
Today's guest post is by James Lawther. He uses an awesome guitar design as an example of how listening to customers can lead to great experiences and return on investment!

Via Eric_Determined / Eric Silverstein
veronique aboghe's insight:

Another interesting post via cx jouney that is reinforcing what I keep saying :the best asset you have to develop is your ability to listen, observe , understand customers views.And then if you are able to ease their pains or meet their request by designing the happy experiences they expect  to them this will be paramount Listening is the threshold to customer experience. Open your ears , listen  with the intention of doing what is right for your customers.

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Eric_Determined / Eric Silverstein's curator insight, January 17, 2014 2:01 AM

Great story with great words of wisdom:


"If you listen to what your customers have to say - and then act on their advice - your business might just become legendary as well."


Why is it so difficult for some companies to understand what it takes to deliver the right customer experience?

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Customer Experience-Designed for Churn | Amplified Analytics Blog

Customer Experience-Designed for Churn | Amplified Analytics Blog | Expérience client  et expérience collaborateurs | Scoop.it
Surprisingly it is often feels like companies design their operations to deliver customer churn. Some of it is a result of dismal execution of really good ideas.
veronique aboghe's insight:

Execution!

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