Tag Archives: empathy

Live from #TMRE14:10 Lessons Market Researchers Can Learn From Journalists

Tom Bernthal, CEO and Co-Founder of Kelton, shared 5 lessons that Market Researchers can learn from journalists at TMRE. Afterall, the truth is in the story,

Journalists are seeking human truth – stories that tell of human experience and create empathy.

Lesson 1:


Let the hypotheses guide you.

Research
Modify
Observation
Reject or Modify
Confirm
Story

Lesson 2:


Story Making vs. Story Telling

The current conversation about storytelling puts too much emphasis on the “telling.” The story that is based on the facts is the one that is passed along.

Frame
Find
Craft
Tell
Act

Lesson 3:


Put humans at the center.

Yang: Story – experience, empathy
Yin: Report – data

Lesson 4:


The Inverted Pyramid


Journalists have an even less captive audience.

Start with the lead
Then the body
then the tail

Don’t bury the lead

Lesson 5


Today’s insights inform tomorrow’s

ABOUT THE AUTHOR

 

Valerie RussoFormerly a senior copy editor at Thomson Reuters, a research editor at AOL,  and a senior web publicist at Hachette Book GroupValerie M. Russo is editor at large of The Front End of Innovation BlogThe Market Research Event BlogThe World Future Trends Tumblr, the Digital Impact Blog, and also blogs at Literanista.net. She is the innovation lead and senior social media strategist for the Marketing and Business Strategy Division of the Institute for International Research, an Informa LLC., and her poetry was published in Regrets Only on sale at the MOMA Gift Shop. Her background is in Anthropology and English Literature. You can reach her at vrusso@iirusa.com or @Literanista.

The Power of Personality at Work

With the 2014 Total Customer Experience Leaders Summit just weeks away, I was lucky enough to catch up with John Mayer, renowned Professor of Psychology, the University of New Hampshire and Author of Personal Intelligence.
We express our personalities in almost everything that we do ‘ in both our personal and professional lives. So, every single day we exhibit some patterns of behavior that are consistent and sometimes respond to particular context. According to Mayer, personal intelligence is the intelligence we use to understand these personalities ‘ whether they in other people or in ourselves.
Virtually any organization today is made up of people, so you can think of the organization as an organizational chart, including Presidents, CEOs, managers, etc.  ‘Personal intelligence deals with information at a different level than that,’ explained Mayer. ‘Instead, on top of that organizational chart are real people.’
These people do their jobs, but they also do their jobs in different ways. And, we use personal intelligence to navigate within the organization, among the people who we work with.
‘Although they may occupy a position in the organizational chart, they are sending us signals about themselves, which are utterly different than what that organizational chart says,’ he added.
Outside the organization are our customers ‘ the ones we are trying to reach. According to Mayer, if we lose track of the information about who they are, then we can end up having a screwed up customer relationship.
Listen to the full podcast interview here: http://bit.ly/1idTVt5
John will be speaking in just a few weeks at the 2014 Total Customer Experience Leaders Summit, taking place April 9-11th, in a session entitled, ‘Personal Intelligence: The Power of Personality at Work.’
This year’s conference will explore the new realities of building brands and relationships in today’s socially driven and data abundant world. The event shines an important lens on the power of insights and the critical need for marketers to focus on factoring emotion into the bigger equation to get a return on customer relationships. Download the brochure for the full agenda: http://bit.ly/1i70M71 
Want to hear more from Mayer on customer experience in person? Join him at Total Customer Experience Leaders Summit 2014 in Miami in April. Mention code TCEL14LI & Save 15% off the standard rate. Register today: http://bit.ly/1cyq9iH

About the Author: Amanda Ciccatelli, Social Media Strategist of the Marketing Division at IIR USA, has a background in digital and print journalism, covering a variety of topics in business strategy, marketing, and technology. Amanda is the Editor at Large for several of IIR’s blogs including Next Big DesignCustomers 1st, and ProjectWorld and World Congress for Business Analysts, and a regular contributor to Front End of Innovation and The Market Research Event,. She previously worked at Technology Marketing Corporation as a Web Editor where she covered breaking news and feature stories in the technology industry. She can be reached at aciccatelli@iirusa.

Customer Experience Innovation: Treat Your Customers Like People

With the 2014 Total Customer Experience Leaders Summit just weeks away, I was lucky enough to catch up with Len Ferman, managing director of Ferman Innovation, and former Senior Vice President of Innovation and Ideation at Bank of America.
Today, corporate leaders often lose sight of customer needs in the constant quest toward next quarter’s earnings. But, what is positive for stock prices tends to conflict with long term customer satisfaction and shareholder value.
You simply can’t understand the customer experience if don’t empathize with your customers, Ferman told me. ‘You have to be able to see them face-to-face and listen to them talk about their pain points and challenges,’ he said.
Ferman suggests that corporate leaders need to spend more time attending traditional focus groups ‘ watching their customers talk about their interactions with the company and hear their first hand experiences and further, understand how these fit within the broader context of the goals and challenges that they have as people.
‘When you see customers face-to-face, you pick up the body language and expressions that you cannot discern in the most disciplined reading of a market research report,’ explained Ferman. ‘Only when you have seen your customers talking about your company, can you truly empathize with their needs.
Listen to the full podcast interview here: http://bit.ly/1fQymj7
Len will be speaking in just a few weeks at the 2014 Total Customer Experience Leaders Summit, taking place April 9-11th, in a session entitled, ‘Innovation a Roadmap for Customer Experience.’
This year’s conference will explore the new realities of building brands and relationships in today’s socially driven and data abundant world. The event shines an important lens on the power of insights and the critical need for marketers to focus on factoring emotion into the bigger equation to get a return on customer relationships.
For more information about this exciting event, click here: http://bit.ly/OeuKLI

About the Author: Amanda Ciccatelli, Social Media Strategist of the Marketing Division at IIR USA, has a background in digital and print journalism, covering a variety of topics in business strategy, marketing, and technology. Amanda is the Editor at Large for several of IIR’s blogs including Next Big DesignCustomers 1st, and ProjectWorld and World Congress for Business Analysts, and a regular contributor to Front End of Innovation and The Market Research Event,. She previously worked at Technology Marketing Corporation as a Web Editor where she covered breaking news and feature stories in the technology industry. She can be reached at aciccatelli@iirusa.

Your 2014 Customer Experience Strategy Checklist

Customer experience is a huge opportunity for growth today. Organizations who are doing it right are seeing profits soar above those who have not. The key is understanding how to align customer strategy against the other long range goals of driving loyalty alongside new business. 
How you get this done is what your peer groups will be discussing at the upcoming Total Customer Experience Leaders Summit.  This year, TCEL explores the new realities of building brands and relationships in today’s socially driven and data abundant world. Discover the emotional drivers that are critical in creating an effective customer story. TCEL shines an important lens on the power of insights and the critical need for marketers to focus on factoring emotion into the bigger equation to get a return on customer relationships. We cover it all at the Total Customer Experience Leaders Summit.
April 9-11, 2014
Trump International Beach Resort
Miami, Florida
Download the brochure for more information: http://bit.ly/1idxeUe

Here is Your Customer Experience Strategy Checklist: 

  • Build an Experience Management Core Competency, Experience Engineering Inc.
  • Be a Leader that Inspires Creativity and Innovation, Starwood Hotels and Resorts Worldwide
  • Change Behavior Towards the Customer Experience, Ferrazzi Greenlight
  • Use VOC to Take Actionable Insights, Asten Johnson
  • Master the Mindset of the Millennial Candidate, Career Builder
  • Use Emotional Energy To Make Your Customer Experience Programs Easier, Faster and Smarter, Brandtrust
  • Put Big Data to Good Use and Optimize The Customer Experience, TNS
  • Bring Empathy into Your Organization, Tarp Worldwide, Sensory Logic
  • Use Employee Recognition Programs to Energize and Strengthen Customer-Centric Organizations, Janet LeBlanc & Associates Inc.
  • Use Empathetic Marketing for Total Customer Experience, Insights Consulting Group
  • Move Brands Faster and Longer in the Social Media Era, Microsoft
  • Build Brand and Loyalty Through Customer Experience, Forrester
  • Incorporate the Rational and the Emotional into the Customer Experience Journey, Bank of Montreal

Visit our website to download the brochure and view the full program:  http://bit.ly/1idxeUe
As a member of our LinkedIn Group, we’d like to offer you a 15% off the standard registration rates, use code TCEL14LI to save. Register today: http://bit.ly/1f1zpvh
We look forward to seeing you in Miami!
Cheers,
The TCEL Team
#TCEL14

Customer Experience Conversations: Nestor Portillo

In this next post in our Customer Experience Conversations series, we sat down with Total Customer Experience Leaders Summit’s speaker Nestor Portillo, Director, Social Communities and Customer Experience at Microsoft who shared his best customer experience, the importance of empathy, and how social media has affected customer experience today.
In April, TCEL will explore these topics and the all of the new realities of building brands and relationships in today’s socially driven and data abundant world. The event will shine an important lens on the power of insights and the critical need for marketers to focus on factoring emotion into the bigger equation to get a return on customer relationships. Your experience at TCEL will include three full days of high-level visionary keynote presentations and in-depth case studies illustrating linking insights & data, data measuring & mapping, design thinking, synthesize intelligence from B2B and B2C companies across verticals, disciplines and cultures to march forward with a sound total customer experience plan.
Here is what Portillo had to say:
IIR: Describe your best customer experience.
Portillo: My best customer experience was with Wells Fargo few months ago. I’m not sure if this is a common practice everywhere or not (if don’t it should), but my experience with them when deactivating my debit card (lost it) and getting a replacement was awesome.
First I will say, it was flawlessly and fast which is something that I was expecting however what really surprise me was that the whole interaction was extremely effortless on my side and once the case (card replacement) was completed, I got a print out with the name of the agent who managed my case, his manager name, their contact information, a summary of the transaction, a summary of what to expect next including timing and also a promise to follow up with me a week after which took place as promised.
What made it a different experience was the low level of effort required from my end and the high level of accountability demonstrated with the print out. You don’t always you proactively get a written commitment about what to expect and on top of that the names/phone and emails of the people accountable for make it happen.
IIR: How is empathetic leadership changing leadership in customer experience today?
Portillo: I would say it is becoming more important than ever. Companies are pushed to deliver on revenue expectations while reducing costs; this makes customer experience a key piece in the operational model to achieve these 2 goals (revenue and operational efficiency).
IIR: Why are empathy and emotion so important in when it comes to customer experience?
Portillo: In my opinion, customer experience is a combination of emotions, memories, expectations, needs fulfillment, timing and effort. All of these are important add-ons to your product or service. So, in order to deliver a great customer experience, it needs to have a high degree of empathy and emotion because the interaction goes beyond product functionality or a feature explanation. You need to engage with empathy because for customers it is no longer a transaction it is about them and their feelings that you care.
If you operate in a business that has low switching costs, then customer experience is your key differentiator or competitive advantage to drive loyalty and keep your market share. Think about cable or cellular services. They all have low switching costs, which means that the real differentiator is the customer experience.
IIR: What are the key traits of a great customer experience leader?
Portillo: I think a great customer experience leader is a person that embrace responsible innovation because customer preferences are evolving as fast as the technology evolves; is a change agent because you need the whole organization onboard and is a customer centric person because customer needs to be at the center of what processes, technology, procedures are trying to address or serve.
IIR: If your customers have a bad customer experience, how do you reconnect with them moving forward?
Portillo: It is very well known that takes years to build trust and seconds to destroy it. Keeping that in mind if your customer had an unpleasant customer experience you are now back to square one and need to rebuild trust. You can reconnect with them by acknowledging what was wrong and telling them what you are planning to do differently from now on. While this may sound easy, this requires high level of transparency and empowerment to truly change things or do things differently!  
IIR: How has the digital revolution changed the overall customer experience?
Portillo: I wouldn’t say changed, I will say changing because the digital revolution is pushing companies to embrace the concept of ‘Omni-channel’ as more and more customers want you to engage with them where they are, when they want and how they want.
Traditional inbound channels are rapidly getting replaced by mobile, social networks and lately with wearable’s devices. With the new ‘Internet of things’ where now you have a variety of devices that customer are using to connect with your company, this demands a consistent customer experience regardless the entry point and this is where the Omni-channel concept becomes more and more important.     
IIR: How do you utilize Big Data to gain the fullest possible understanding of your customers?
Portillo: Big Data is definitely a differentiator, while it is getting better defined as we speak, it is in its early stages and companies needs assess how big data may help however companies have to embrace it and get ready ASAP. It needs to become a formal business practice because it can tell you a lot about customer preferences and behaviors so you can better design the customer experience. Because of Big Data’s complexity, it requires specialized resources due to current tools are great aggregating data, trending it but you need analysts behind understanding what that trends means and how it aligns and impact your business strategy or your product.
IIR: Employee recognition can positively influence employee behaviors and cultivate a customer-centric culture. How do you recognize and motivate your employees?
Portillo: Customer satisfaction and loyalty needs to be part of the individual goals and a key component of their performance assessment. You need to tie compensation, bonuses and rewards with satisfaction and experience to achieve great customer experience.
IIR: How has social media affected customer experience?
Portillo: Social media is a megaphone for good or bad customer experiences. In fact, many customers are using social media to put pressure to the companies when their customer experience is poor or to simply ‘shame the company into a response.’ Today customers know that companies are monitoring social channels so they are using these channels to capture their attention when the customer experience is broken or to expedite a response.
But, not everything is about bad experience, there are several cases where customers use social media to praise companies for their customer experience but let’s say that this is less frequent.
IIR: How do you make the connections between experience, brand and loyalty, which together create customer expectations?
Portillo: In my opinion, brand is a promise, experience is your way to demonstrate commitment on delivering on that promise and loyalty is the customer assessment of how successful you are. I don’t think you can create customer expectations, you can identify and meet customer expectations and you need to align those three to meet or exceed their expectations  
Overall, the customer experience leader needs to make sure customer experience is part of the operational agenda and not only part of the PR agenda. If you ask companies how important customer experience is for their business strategy you will get ‘top priority’ as an answer. But, if you dig a little bit and see how many resources are allocated to ensure a quality of customer experience you may get surprised.
Want to hear more from Nestor on customer experience in person? Join him at Total Customer Experience Leaders Summit 2014 in Miami in April. To learn more about the event and register, click here:  http://bit.ly/NnARgO

About the Author: Amanda Ciccatelli, Social Media Strategist of the Marketing Division at IIR USA, has a background in digital and print journalism, covering a variety of topics in business strategy, marketing, and technology. Amanda is the Editor at Large for several of IIR’s blogs including Next Big DesignCustomers 1st, and ProjectWorld and World Congress for Business Analysts, and a regular contributor to Front End of Innovation and The Market Research Event,. She previously worked at Technology Marketing Corporation as a Web Editor where she covered breaking news and feature stories in the technology industry. She can be reached at aciccatelli@iirusa.

Earn a Free Pass to Total Customer Experience Leaders Summit 2014: Become a Guest Blogger

Earn a complimentary all-access pass to Total Customer Experience Leaders Summit 2014 by serving as a Guest Blogger at the event. As a Guest Blogger, you’ll have access to TCEL’s comprehensive agenda attracting the best in customer experience insights from around the world, right in Miami in April.
You’ll get a pass to the annual TCEL event plus exclusive access to a networking community and on-demand webinars, to help you grow and learn throughout the entire year.
Guest Blogger responsibilities will include submitting at least one post per week to the Customers 1st blog between now and the conference and attending specifically assigned sessions at the event and blogging live or same day.
By participating as a Guest Blogger leading up to and at the event, you’ll receive an all-access pass for the 3-day TCEL event, taking place April 9-11 in Miami, Florida. In addition, Guest Bloggers are responsible for their own travel and lodging. Learn more about the event by visiting our website:  http://bit.ly/Nc3sWm
Apply today by sending your name, title, company, short biography and links to your blog or writing samples, along with a few sentences about why we should choose you to be our 2014 Guest Blogger to Amanda Ciccatelli at aciccatelli@iirusa.com. We will review your submission and contact the chosen Guest Bloggers directly with more details.
All readers of our blog receive an exclusive 15% discount off the standard registration rate with code TCEL14BL. Register here:  http://bit.ly/Nc3sWm

About the Author: Amanda Ciccatelli, Social Media Strategist of the Marketing Division at IIR USA, has a background in digital and print journalism, covering a variety of topics in business strategy, marketing, and technology. Amanda is the Editor at Large for several of IIR’s blogs including Next Big DesignCustomers 1st, and ProjectWorld and World Congress for Business Analysts. She previously worked at Technology Marketing Corporation as a Web Editor where she covered breaking news and feature stories in the technology industry. She can be reached at aciccatelli@iirusa.com. Follow her at @AmandaCicc.

The Secrets Behind a Successful Customer Experience Strategy

According to the Customer 2020 Report, the customer of the future will be more informed and in charge of the experience they receive.

They will expect you to know their individual needs and personalize their experience. Immediate resolution will not be fast enough as customers will expect you to proactively address their current AND future needs.

At the 2014 Total Customer Experience Leaders Summit, we examine the power of today’s customer-driven world to develop a strategy to deliver an integrated customer experience by focusing on four key content pillars – Linking, Design Thinking, Synthesis, and Data Mapping.

Total Customer Experience Leaders Summit 2014
April 9-11, 2014
Trump International Beach Resort
Miami, Florida
Download the brochure for the full agenda: http://bit.ly/1ffN4Qo
Join our keynotes as they address the main themes of the Customer Experience process:
Linking - Explore how to connect attitudinal metrics to behavioral data across the enterprise.
Personal Intelligence: The Power of Personality at Work
John D. Mayer, Renowned Professor of Psychology, The University of New Hampshire and Author, Personal Intelligence
Design Thinking – Go beyond transaction and strategize a new way forward.
The Crazy Ones: How to be a Leader that Inspires Creativity and Innovation
Stephen Gates, VP and Creative Director, Global Brand Design, Starwood Hotels & Resorts Worldwide
Synthesize - Integrate insights and intelligence to get at the heart of the emotional experience.
Using Emotional Energy To Make Your Customer Experience Programs Easier, Faster and Smarter 
Daryl Travis, CEO, Brandtrust
Data Mapping – Discover new approaches to measuring and aligning your data.
Employees are the Key to Delivering your Customer’s Experience
Peter Neill, Former Chief Customer Officer, Level 3 Communications
The Total Customer Experience Leaders Summit tells the whole story, from beginning to end. This is your invitation to join the conversation to gain a deeper understanding of your customer and provide you with the foresight you need to create a strategic and effective customer experience plan.
Mention code TCEL14BL & Save 15% off the standard rate. Register today: http://bit.ly/Ofcbrq
We hope to see you Miami!
Cheers,
THE TCEL Team
@TotalCustomer
#TCEL14

customers1stblog.iirusa.com

Customer Experience is the Way to Grow a Business Today

As the marketplace becomes increasingly crowded with products, it is becoming more difficult for companies to stand out amidst the noise. In the past, product packaging and messai8ng was the most important way to stand out from competitors. Today, these elements are still critical, but in addition, you need to offer the customer a special experience.
The customer experience is a blend of a company’s physical performance and the emotions evoked, intuitively measured against customer expectations across all touch-points. The customer experience should be a reflection of everything that makes up your brand ‘ not just the products or services, but its attitudes, values and key differentiation. This means that every time a company and a customer interact, the customer learns something about the company that will either strengthen or weaken the future relationship – and with that – the customer’s desire to return, spend more and recommend.
Here is an infographic produced by Nunwood  that shows just how important customer experience is to a growing business:

Government Organizations Must Win Hearts of Public

Today, customer experienceis one of the most popular phrases in the business world. Major companies across the globe have realized this trend and are now making customer experience the focal point of their entire business.
Lou Carbone, customer experience expert and founder & CEO of Experience Engineering, says that any organization looking to satisfy customers must make all the effort to enter the hearts and minds of its customers.
When it comes to government organizations, this is absolutely critical. Government organizations, according to Carbone, should strive to make an emotional connection with the public to win their hearts. At Government Summit in Dubai last week, he warned that organizations can become so intensely focused on meeting the needs of customer that they might miss other important aspects, like emotionally connection.
“Corporate managers of companies are emphatic that what counts is not the function they provide but the effect it has on people,” he stated.
In fact, according to Carbone, 95 per cent of what humans process in their minds consists of unconscious thoughts. So, understanding the role of the unconscious mind, becoming clue conscious and developing systems to manage these clues for emotional experience are key to delighting customers. 
He advises that the first step is to move from a ‘make and sell’ attitude to a ‘sense and respond’ approach in order to achieve customer happiness.  Carbone said, ‘Organizations that fail to make this shift face the danger of doing all the wrong things.’
Want to learn more about customer experience from Lou Carbone in person? Join me at Total Customer Experience Leaders Summit in Miami in April. To learn more about the event and register, click here: http://bit.ly/1h8MTb4
This year, TCEL explores the new realities of building brands and relationships in today’s socially driven and data abundant world. Discover the emotional drivers that are critical in creating an effective customer story. The event shines an important lens on the power of insights and the critical need for marketers to focus on factoring emotion into the bigger equation to get a return on customer relationships.
Your experience will include three full days of high-level visionary keynote presentations and in-depth case studies illustrating linking insights & data, data measuring & mapping, design thinking, synthesize intelligence from B2B and B2C companies across verticals, disciplines and cultures to march forward with a sound total customer experience plan.

About the Author: Amanda Ciccatelli, Social Media Strategist of the Marketing Division at IIR USA, has a background in digital and print journalism, covering a variety of topics in business strategy, marketing, and technology. Amanda is the Editor at Large for several of IIR’s blogs including Next Big DesignCustomers 1st, and ProjectWorld and World Congress for Business Analysts, and a regular contributor to Front End of Innovation and The Market Research Event,. She previously worked at Technology Marketing Corporation as a Web Editor where she covered breaking news and feature stories in the technology industry. She can be reached at aciccatelli@iirusa.com. Follow her at @AmandaCicc.

Customer Experience Conversations: Janet LeBlanc

In this next post in our Customer Experience Conversations series, we sat down with Total Customer Experience Leaders Summit’s speaker Janet LeBlanc, who is also President of Janet LeBlanc + Associates Inc. LeBlanc discussed how empathy and emotion has a critical impact on customer experience today.
This year, TCEL will explore the new realities of building brands and relationships in today’s socially driven and data abundant world. The event will shine an important lens on the power of insights and the critical need for marketers to focus on factoring emotion into the bigger equation to get a return on customer relationships.
Your experience at TCEL will include three full days of high-level visionary keynote presentations and in-depth case studies illustrating linking insights & data, data measuring & mapping, design thinking, synthesize intelligence from B2B and B2C companies across verticals, disciplines and cultures to march forward with a sound total customer experience plan.
Here is what LeBlanc had to say:
IIR: Describe your best customer experience.
LeBlanc: The best customer experiences are those that elicit the strong positive feelings and emotions that strengthening the relationship and loyalty a customer has with a company. Statements such as: ‘I felt like she understood what I wanted or they treated me with respect’ are the best examples of a great customer experience.
IIR: How is empathetic leadership changing leadership in customer experience today?
LeBlanc: Empathy is considered one of the five categories of emotional intelligence. It will enable a leader to develop a closer, more collaborative relationship with others. Taking a personal interest, showing that you care, and having a genuine concern about another person’s point of view fosters an environment of trust and caring’the ideal environment for employees to perform at their best and for customers to feel appreciated and valued.
IIR: Why are empathy and emotion so important in when it comes to customer experience?
LeBlanc: Recognizing the power an emotion has on determining the outcome of a customer experience is paramount to a successful customer experience management program. We may forget what someone says to us, but we rarely forget how they make us feel. Having empathy and understanding emotions throughout the customer experience journey helps organizations to stay connected to their customers, to design a better problem resolution process, and to create a more collaborative empathetic work environment.

IIR: What are the key traits of a great customer experience leader?
LeBlanc: Today’s savvy business leaders recognize the shift towards collaborative leadership capabilities. Implementing a large-scale customer experience program requires the commitment and collective forces of the entire leadership team. No one leader can drive customer-centricity alone. Strong alignment and collaboration is a must to be successful.
IIR: If your customers have a bad customer experience, how do you reconnect with them moving forward?
LeBlanc:  When a problem occurs, the bond between a company and the customer is broken. It places the relationship in crisis and creates a pivotal time for a company to re-establish the relationship and repair the damage. Most companies will train employees to apologize, but often will forget the most important ingredient needed for successful resolution’empathy. Even when an apology is offered, without recognizing the emotions at play or a statement acknowledging the gravity of the situation, the apology will not have a positive impact.
IIR: Employee recognition can positively influence employee behaviors and cultivate a customer-centric culture. How do you recognize and motivate your employees?
LeBlanc: Recognition programs motivate employees to make an extra effort or go the extra mile. By acknowledging and giving special attention to an employee’s actions, an organization is reinforcing the specific behaviors needed to realize its customer experience strategy and goals. The best employee recognition programs use a combination of informal and formal approaches that balance feedback from leaders, peers and customers. An effective employee recognition program not only recognizes top performers but also motivates all employees to reinforce and achieve the desired customer-focused behaviors.
Want to hear more from Janet on customer experience in person? Join her at Total Customer Experience Leaders Summit 2014 in Miami in April. To learn more about the event and register, click here:  http://bit.ly/1dmzfJe  

About the Author: Amanda Ciccatelli, Social Media Strategist of the Marketing Division at IIR USA, has a background in digital and print journalism, covering a variety of topics in business strategy, marketing, and technology. Amanda is the Editor at Large for several of IIR’s blogs including Next Big DesignCustomers 1st, and ProjectWorld and World Congress for Business Analysts, and a regular contributor to Front End of Innovation and The Market Research Event,. She previously worked at Technology Marketing Corporation as a Web Editor where she covered breaking news and feature stories in the technology industry. She can be reached at aciccatelli@iirusa.com. Follow her at @AmandaCicc.