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Top : Customer Experience: A newer phrase regarding customer service that encompasses the entire...experience for the customer when he or she deals with your company. Makes sense to look at things broadly in a competitive world where success if often based on perception.
Customer Experience - The New Wave In Customer Service
In an era where customers are asking for more, and competition is stiff, companies are moving away from the concept of providing customer service, to the notion that it's far more important to provide a stellar customer experience. Customer experience refers to the entire process -- from marketing to after sales support, rather than the more limited idea of customer service, which is much more focused.
The idea is simple: Give customers a thoroughly enjoyable experience from beginning to end, and you'll improve customer loyalty and retention.
It makes sense. In this section you'll be able to explore ideas about how to provide that "knock your socks off customer experience.
Customer Experience - The Lever That Drives Customer Retention and Loyalty?"
Whitepaper Download: 2011 Customer Experience Impact Report | Customer Service in the Cloud - by John PerezHere is an interesting white paper commissioned by the RightNow Technologies Marketing in Europe and an independent study by Harris Interactive. The study also looked British consumer trends, the rise in consumer use of social media platforms such as Facebook and Twitter, and the extent to which brands are listening and responding.""The study showed that organizations are not responding to customer complaints over social networks even though today's consumers are increasingly impatient when it comes to poor customer experiences. Here are some of the key facts from the study (Added: 18-Nov-2011 Hits: 222 )
Customer Experience Model - by na
I am one to think in models. So, I wanted to share a customer experience model that I've been thinking about. ""At the heart of any business is a model made of three parts:""The business aspect -- this filters ideas and brings only the viable, potentially profitable and sustainable ideas to market…at least this is how it should work…"The people aspect -- this really refers to the customers who are the ultimate judges as to whether or not a product/service is desirable. Remember, your management team and employees don't define your success. Your customers -- the people who want and desire your products/services -- define your success. As a side note, keeping your finger on the pulse of your customers is exceptionally important and something that social media can help with."The technology aspect -- technology makes thing feasible today that were not even imaginable a few short years ago. (Added: 1-Jun-2011 Hits: 122 )
Free Book-The 6 Laws Of Customer Experience - by Bruce Tempkin
Short 11 page free ebook on the 6 laws of customer experience. (Added: 8-Jan-2010 Hits: 593 )
Best Customer Experience? Fall in Love with Your Customers - by Lynn Hunsaker
What happens when you fall in love with your customers? Aside from the typical starry-eyed craze, someone who is wildly in love has insatiable curiosity and uncanny adaptability. For an organization, this means customer-centric listening and customer-focused decisions, which result in winning customers' hearts and budgets. Greater sincerity in love more likely leads to longer-lasting happiness, i.e. self-sustaining business results. (Added: 26-Dec-2010 Hits: 302 )
Three Models Of B2B Customer Experience - by Bruce Temkin
Most of the things that are written about customer experience deals with business-to-consumer (B2C) activities. The Temkin Experience Ratings, for instance, deal solely with B2C interactions. So it's no surprise that people often ask me if customer experience matters for business-to-business (B2B) interactions. The quick answer is "absolutely yes!""Most of the organizations that I work with are large enterprises that often have a mix of B2B and B2C activities. It turns out that you can use the same basic approaches in B2B that you use for B2C. In most B2B (and B2C) environments, I start with the basic customer experience building blocks:"Four Customer Experience Core Competencies"The 6 Laws Of Customer Experience"Of course, B2B is not the same thing as B2C, so you need to apply these models in different ways. A large majority of B2B customer experience efforts fall into one of three different models: (Added: 1-Jun-2011 Hits: 129 )
Fix it or feature it: turn your customer experience into a talking point | smith co - by Shaun Smith
I had dinner recently with Greg Gianforte, CEO and Founder of RightNow Technologies, who was telling me about his mantra %u2018fix it or feature it%u2019. In other words either improve a software or product characteristic or turn it into a product advantage and feature it as a selling point.""A great example of %u2018fix it or feature it%u2019 is the need to wait for Guinness to be poured in two stages and then wait for the head to form. This cannot be %u2018fixed%u2019 so Guinness %u2018feature it%u2019 as part of the proposition.""%u2018The wait%u2019 as Guinness marketing people call it, is part of what makes ordering Guinness in a bar or pub unique; the wait was turned from an inconvenience into %u2018good things are worth waiting for%u2019, which taps into (pardon the pun) the emerging feeling among consumers in recent years that too much of life is a rush and that moments need to be savoured. (Added: 15-Mar-2011 Hits: 171 )
The Customers' Role in the Customer Experience - Think customers: The 1to1 Blog - by Ginger Conlon
Ever get a bad haircut? It's likely that you have. But the real question isn't whether you have; it's, how much of it was your fault.""Customers today expect great experiences. And that's OK, as long as they also do their part. If you want courteous service, you need to be courteous. If you want relevant messages, you need to provide some details on your preferences.""Consider the bad haircut: Years ago I had thought it was a good idea to cut my hair short. It wasn't. After months on end of the torturous "growing your hair back" process, I went for a trim. My curl was coming back and I wanted to get a cut that would enhance it as much as possible. (Added: 15-Mar-2011 Hits: 224 )
5 Keys to Employee Engagement in Customer Experience - by na
Lack of cooperation across organizations is a momentum inhibitor for customer experience management (CEM). Among best-in-class CEM practitioners, top challenges are:"* Cross-channel CEM."* Organization-wide focus on customer service differentiation."* Commonly agreed-to metrics."* 360-degree view of customers.""All of the recent customer experience studies report broken linkages between:"* Functions' and business units' goals."* Survey results and business results."* Multiple voice of customer sources."* Data and actions."* Incentives and desired behaviors."* Views of what customers want."* Brand promise and what's delivered. (Added: 31-Dec-2010 Hits: 344 )
Build an Experience That Customers Prefer - BusinessWeek - by na
Most companies believe that improvements across customer touchpoints will drive a better experience. Here's why they're wrong (Added: 8-Jan-2010 Hits: 632 )
What The Heck Is Customer Experience? « Customer Experience Matters - by Bruce Temkin
One of the key problems with customer experience is that it's not an official discipline like engineering and accounting. So it lacks a lot of rigor around processes and definitions. That's why I still get a lot of people asking me questions like: what exactly is customer experience?""So, here's my definition of customer experience: (Added: 8-Jan-2010 Hits: 704 )
Creating an engaging employee experience | smith co - by na
More and more organisations are coming to the realisation that in order to deliver a great customer experience you must first create an engaging employee experience. There is no doubt that creating a powerful customer experience requires the full and continual commitment of the people responsible for making it happen. This article describes how brands like Zappos, innocent and The Geek Squad create %u2018wow%u2019 experiences for their employees and customers and, in so doing, outstanding results for their shareholders. (Added: 15-Mar-2011 Hits: 145 )
Customer Experience, The Ultimate Acquisition Model - by na
In light of the advancing trend towards products as communication channels (see: Nike+, Helge Tenno, and Russell Davies), it's apparent that the worlds of product design and marketing are creeping steadily towards each other. But what's driving this movement is more than just technology, it's the simple realization that the ultimate acquisition model is a superb customer experience.""While there's certainly a place for efficient direct sales campaigns, marketers are now, more than anything, care takers of the brand. This is the reason Starbucks cares about the atmosphere they create, why companies invest in great websites, why the social media bandwagon is so large, and why all of the branding fluff continues to draw discussion -- because beneath the fluff there is substance. (Added: 1-Jun-2011 Hits: 105 )
The Business Impact Of Customer Experience - by Forrester
To help customer experience professionals prove the business value of a better enterprise customer experience, Forrester built simple models that show how revenue increases as a company's Customer Experience Index (CxPi) score goes up. The models show that the benefits are significant across the 13 industries they looked at. Customer experience professionals should use the interactive models in this report to estimate the range of benefits their firm might see. That data -- combined with customers' verbatim comments and customer experience stories -- will help customer experience leaders make a powerful case for change.""Download this complimentary Forrester report to learn about the three sources of revenue benefits; revenue saved by lowering churn, new sales driven by word of mouth, and incremental purchases by existing customers in the same year. (Added: 1-Jun-2011 Hits: 114 )
Inside the Ritz Carlton Customer Experience Model - by na
For years, the Ritz-Carlton has been recognized for its ability to delight customers. Although I've used them frequently as a best in class example for clients, I never truly experienced what makes them so good…until now. (Added: 1-Jun-2011 Hits: 106 )
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