Tag Archives: Customer

Your Invitation to Attend the Total Customer Experience Leaders Summit

We’re proud to invite you to attend the Total Customer Experience Leaders Summit this month in Boston.

Taking best practices from the TMRE event you’ve come to love, and focusing on linking data driven behavior to business results, the Total Customer Experience Leaders Summit will unite a diverse group of customer-focused change makers to share best practices in using insights to drive customer strategy.

Featured sessions for researchers include:
 
‘ KEYNOTE: See, Touch, Buy: What’s the Emotional Story? The Sensory-Emotional Experience that Lifts the Customer Experience and Profit Margin
Dan Hill, Ph.D., President, Sensory Logic, Author, Emotionomics
‘ KEYNOTE: Discovering Customer Centric Insights to Radically Rethink Performance Metrics, Product Development and CRM for Business Value
Peter Fader, Renowned Behavioral Data Expert, Professor of Marketing, The Wharton School, University of Pennsylvania, Author, Customer Centricity: Focus on the Right Customers for Strategic Advantage
‘ KEYNOTE: Curating the Conversation: Transforming Raw Data into Insights to Drive Your Customer Experience Agenda Forward
Christopher Frank, Vice President, American Express, Co-Author, Drinking from the Fire Hose
Paul Magnone, Co-Author, Drinking from the Fire Hose
‘ Korean Retailer Insights: Emart’s Transformation into a World-Class Retailer
Andres Nicholls, Partner, Prophet
‘ Combining Survey & Operational Data to Increase Insights into Customers Across the Organization
Angi Krauskopf, Senior Manager, Global CS Insights, eBay
‘ Voice of the Customer Insights: Leveraging Consumer Panels for Real-Time Customer Feedback
Paula Harries, Director, Client & Member Research, CVS Caremark
Caron Merrill, Senior Manager, Customer Research, CVS Caremark
‘ The JetBlue App – Always on Insights: Designing a Mobile App that Brings Humanity and Fun Back into Flying
Jonathan Stephen, Head of Mobile, JetBlue Airways
 
 
Plus, see who’s already signed on to attend:
Allstate
American Family Insurance
Bellomy Research
Boston Symphony Orchestra
BP Fuels Value Chain Marketing 
Burke
Cafe Britt
Caterpillar Financial
CEC 
Chadwick Martin Bailey
Chalhoub Group 
City of Ottawa
Crested Butte Mountain Resort
Crystal Flash Energy
CUNA Mutual Group
CVS Caremark
eBay
Eli Lilly & Company
EMC
Enterprise Storage Division
Florida Blue
Forrester
GfK
Graduate Management Admission Council
Harris Interactive
Highmark
ICC/Decision Services
Hunter Douglas
Janet LeBlanc + Associates 
Janssen Biotech 
JetBlue Airways 
Johnsonville Sausage 
Le Capitale General Insurance 
Leadership Learning Systems
MAKO Surgical Corp.
Maritz Research
Medical Packaging Inc.
Meijer
Merck 
Okemo Mountain Resort
Pacific Ethnography Company
Prophet 
Questback Inc.
RBS Citizens Financial Group 
Schmid Consulting Services
Sensory Logic
Southwest Airlines
Specialty Healthcare Solutions
Station Casinos 
Telerik
TNS
Toyota Financial Services
Triple Peaks 
Tufts Health Plan
Two Men and a Truck 
Working Solutions 
ZS Associates
 
The Total Customer Experience Leaders Summit will give you the insights and skills necessary to make your customer programs a success. Find out how customer insights can drive your customer experience agenda forward.
We would like to extend a special discount for you to join us this year at the Total Customer Experience Leaders Summit. Save 15% off the standard rate (over $500 in savings!) when you register with code TCEL13BLOG
We hope to see you next month in Boston!

Idea Gathering: Customer Congruency

Not just hearing, but translating innovations and insights is a huge part of the value of the Total Customer Experience Leaders. Our unique idea gathering wrap-ups between sessions facilitate alignment of customer strategy inspiration with business relevant actions and have been one of our most highly rated features in the past.

Here on the blog, we’ll be presenting weekly idea gathering wrap ups of some of our favorite customer experience strategy, design and alignment news and views.

This week our focus is on Customer Congruency.

Steph Hyken defines customer congruency in a Business Exchange article saying describing it as ‘When what we promise and what the customer receives are thought to be the same’. Does your business deliver what it promises to deliver? When you say you have a commitment to great customer service are you really delivering that?
Customer congruency is an important part of any business and particularly their customer experience. Calculate customer congruency by evaluating what you offer to the customer, or claim to offer, then compare that to the actual customer experience. The difference (or lack of) reflects your customer congruency, great businesses strive to keep this difference as minimal as possible.
Customer congruency can come as a shock to some companies because it often reveals how little companies actually know about their customers and their customer’s experiences. This was highlighted in a study by the Stravity Group who polled company executives on the customer experiences at their respective companies. The poll consisted of three key questions which got pretty shocking results:
   1.) Do you know the average annual value of a customer to your business?
12.9% yes.  87.1% no
2.) Do you know the cost of a customer complaint to your business?
9.7% yes  90.3% no
3.) Do you know the cost of acquiring a new customer?
8.6% yes 91.4% no
Are you able to answer these questions about your own business? If you don’t even understand the value or experiences which customers are having with your business then it is impossible to determine your customer congruency. Even beyond customer congruency, understanding the value of your customers to your business is important to determining how you will be treating them.
If you found yourself unable to answer some of these questions, and/or know that others in your business would be unable then start with an intnernal survey. Find out exactly how much your employees know about the customer incudling their experiences and value. Compare that to external sureys or focus groups with actual customers and see just where your business stacks up.
Jeffrey Marino is a contributing writer concentrating his focus on Business Administration, Management Information Systems, and Tech Innovations. He blogs atFordham Nights and can be reached at JMarino@iirusa.com.

Idea Gathering: Customer Experience & Customer Journey Mapping


Not just hearing, but translating innovations and insights is a huge part of the value of the Total Customer Experience Leaders. Our unique idea gathering wrap-ups between sessions facilitate alignment of customer strategy inspiration with business relevant actions and have been one of our most highly rated features in the past.


Here on the blog, we’ll be presenting weekly idea gathering wrap ups of some of our favorite customer experience strategy, design and alignment news and views.  

This week our focus is on Customer Journey Maps.

Customer Journey Maps are one of the most underrated parts of a good Customer Experience Strategy and are all too often under utilized or not used at all. Imagine a general who made battle strategies without a map or a contractor trying to build something without blueprints. 

These examples are exactly as absurd as trying to create a customer experience strategy without a customer journey map. Customer Journey maps track customer engagement with a business every step of the way from the first interaction, or thoughts of potential interaction, to after the sale, and every possible step in between. 

Customer Journey Mapping is about understanding the wants, needs, interactions, and emotions of the customer in relation to your business. How does walking into one of your stores make a customer feel? What is a customer thinking when they search for your product online? These are examples of questions that a good customer map should answer. Taking the time out to actually relate to the emotions of customers is an invaluable effort that will reflect greatly on actual customer experience. PeopleMetrics describes this kind of customer empathy as ‘mak[ing] it easier to shift out of internal process mode and into thinking about how the company could be doing a better job of delivering value to customers.’
Customer Journey Maps should not be taken lightly and to create a truly effective map takes a lot of time and research to determine actual customer experiences and emotions. You also might not like what your first map looks like but that’s part of the process.
UXmatters.com explains that Customer Journey Mapping is all about very subtly selling service design. They define service design as ‘the design of the overall experience of a service, as well as the design of the process and strategy for providing that service’ . 

This means that customers should enjoy the experience of doing business with a company every step of the way despite the fact that the experience is not something which can physically be capitalized on. So while making a Customer Journey Maps wont instantly give you business,  when properly used, they will significantly improve the experience of the customer.

About the Author

Jeffrey Marino is a contributing writer concentrating his focus on Business Administration, Management Information Systems, and Tech Innovations. He blogs at Fordham Nights and can bereached at JMarino@iirusa.com.

Nationwide, Safelite & Facebook Integrate VOC & Market Insights into Customer Strategy

Image via CrunchBase

Are you keeping the customer at the center of every business decision?

Are you using the data captured across the ENTIRE customer journey to create a strategic business plan?

Join us at the Total Customer Experience Leaders Summit as we unite a diverse group of customer-focused change makers to share best practices on integrating VOC and market insights into your customer strategy. Gain the knowledge and skills you need to confidently uncover, manage, link and act on customer data NOW.  

Featured keynotes include:

POWER OF LISTENING:
Valuing Customer Input and Feedback
 - Jasmine Green, Vice President, Chief Customer Advocate, Nationwide

CUSTOMER-CENTRICITY:
How Can Customer Centricity be Profitable
 - Peter Fader, Professor of Marketing, The Wharton School of the University of Pennsylvania

LEADERSHIP:
Driving Good Profits by Building a Customer-Centric Culture
 - Thomas Feeney, President & CEO, Safelite AutoGlass

SOCIAL MEDIA:
The New Collision of Measurement and Customer Insights
 - Sean Bruich, Head of Measurement Platforms & Standards, Facebook