Tag Archives: TCEL 2012

Idea Gathering, Customer Experience News: Digital Trends and Forgotten Feedback

It’s been over a month since we’ve returned from the 2012 Total Customer Experience Leaders Summit, so we wanted to check back in. Have you implemented any ideas from the event at your company? Come up with any new questions? Let us know in the comments!

In the meantime, let’s take a look at what’s been happening in the customer experience world.

Back on June 20th, Forbes posted an interesting piece “Shoppers To Retailers: Hello!? Is Anyone Listening?” suggesting that retailers are not acting on the customer feedback they may be receiving. One interesting note from the research being quoted:

“83 percent of those surveyed told Empathica they are more loyal to a brand when they believe action has been taken based on their feedback. Yet, in a RetailWire poll accompanying the story, 60 percent of those voting gave the retail industry a ‘D’ or an ‘F’ for responding to consumers’ suggestions.”

In other research, Mashable noted “5 Digital Trends Shaping the Consumer Experience,” and Dan Schawbel Personal Branding Expert, Millennial Branding explained “Why Brands Should Respond to Customers on Social Networks” on the Amex Open Forum.

Lastly, we enjoyed this piece on Fast Company’s Co.Exist “Great Brands Are About Fusing Product And Service. How Do You Do It?” which noted:

“Companies need to start thinking about the holistic experience between their brands, products, and services. Crafting an experience requires design that considers these three elements of brand, product, and service in order to generate successful results. Any company can be analyzed through these lenses to evaluate the experience it creates for its customers.”

What customer experience news have you come across since the event? We want Total Customer Experience Leaders to be a thriving community year round, not just a three day experience, so please share your thoughts.

Like these updates? Follow us on Twitter or become a fan on Facebook for industry news all week long.

Infographic: #TotalCEL 2012 Retrospective

Total Customer Experience Leaders may be behind us, but the learning and sharing doesn’t end with the event. Be sure to join our LinkedIn group to network with your customer experience colleagues all year long and stay tuned here or follow us on Twitter or Facebook for more industry and event updates.

Speaking of Twitter, we had a great conversation during the event on our #TotalCEL hashtag. This infographic from Visual.ly sums up some of the highlights:

create infographics with visual.ly

Thanks so much to everyone who came and tweeted from the event!

If you missed our 2012 event, or need a reference now that you’re back in the office, you can read recap posts of each day here:
Day 1
Day 2
Day 3

Speaker Spotlight: Kim Noltemy, Boston Symphony Orchestra

In the weeks leading up to the 2012 Total Customer Experience Leaders Summit we’re going to be featuring some of our fantastic speakers here on the blog.

Kim Noltemy, Chief Marketing and Communications Officer, Boston Symphony Orchestra will be presenting “Integrating Management Decisions into the Customer Experience” at 3:45pm on Friday, June 8th at the Total Customer Experience Leaders Summit.

In her session, you’ll cover:
How to best integrate and leverage our customer touch points.
What measurements to use, and what is an acceptable return on investment.
How to effectively use technology, design, branding, and training to ensure a successful and meaningful interaction with customers.

Plus, find out how the Boston Symphony Orchestra uses unique and cost effective ideas to engage the customer throughout the entire process.

Mass Cultural Council: The Art of Participation

For a taste of Noltemy’s presentation, download this eBook “The Art of Participation: Shared Lessons in Audience Engagement” from the Mass Cultural Council. In it, Noltemy is quoted as saying:

‘You don’t get the results unless you pull it all together to create a real presence in the digital world.’

 It is this sort of holistic thinking that we’re looking forward to at the 2012 Total Customer Experience Leader’s Summit.

Time is running out, but you can still join us in Boston. Register as a reader of our blog with code TCEL12BLOG to save 15% off the standard registration rates. Visit the webpage to register today.