Tag Archives: Total Customer Experience

The Critical Element Missing from Your Customer Experience Programs

Following up on Tuesday’s post, ‘How to Create an Emotional Customer Experience,’ here is another example of a powerfully compelling video containing the one critical element missing from many organizations’ customer experience programs: empathy.

Empathy: The Human Connection to Patient Care by Cleveland Clinic

If the video doesn’t appear, you can view it at http://youtu.be/cDDWvj_q-o8

As you can see, making a difference in people’s lives builds trust and credibility and of course, creates a better world for all of us! To learn more about creating empathy through video, check out these articles:

This year’s Total Customer Experience Leaders Summit (TCEL) focuses on ‘Return on Relationships: Factoring Empathy into the Stakeholder Equation.’ Here are just two of the many TCEL sessions where you’ll “discover the emotional drivers that are critical in creating an effective customer story and how to factor empathy into the bigger equation to get a return on customer relationships:”
  • ‘Bringing Empathy into Your Organization,’ Crystal Collier, CEO, Tarp Woldwide and Dan Hill, President, Sensory Logic 
  • ‘Empathetic Marketing for Total Customer Experience,’ Mark Ingwer, Ph.D., Founder, Insight Consulting Group

Want to learn more about customer experience from Crystal, Dan and Mark in person? Join them at Total Customer Experience Leaders Summit 2014 in Miami in April. To learn more about the event and register, go to www.iirusa.com/totalcustomer.

Stay connected with TCEL:
  • twitter.com/TotalCustomer #TCEL14
  • linkedin.com/Total Customer Experience Leaders
  • facebook.com/TotalCustomer
Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

Looking at leaders: Dan Hill

Our 2013 event is all about the Insights-Rich Customer Stories. With that in mind, in the months leading up to the 2013 Total Customer Experience Leaders Summit we’re going to be featuring some of our amazing customer experience leaders here on the blog.

This week, let’s take a look at:

Dan Hill, Ph.D., President, Sensory Logic

In his keynote session, “What’s the Emotional Story?” Hill will discuss the customer experience as a journey. There is a plot with risks, rewards, and the possibility of conflict. The customer will have a reaction to any brand representative with which they interact. Not only are the human representatives important, but the customer will also create a personification for the company as well with archetypes such as the magician or ogre.

Attendees will be exposed to:
 ‘ An introduction to facial coding as a means to quantify feelings
‘ The role of emotions in the consumers preview, story, and aftermath with a brand and/or company
‘ Case studies from 14 years of experience with customer service and customer experience

For more about the Total Customer Experience Leaders Summit and our featured speakers, visit our website and download the brochure. Register as a reader of our blog with code TCEL13BLOG to save 15% off the standard registration rates. Visit the webpage to register today.

Customer Experience Experts Podcast: Chris Frank

In anticipation of our 2013 event, I recently spoke to keynote speaker Chris Frank, Vice President, American Express, Author, Drinking From the Fire Hose.

As a “business person first and an author second” Frank has created an actionable resource for professionals challenged by the deluge of data now available to them. Listen to the podcast here to learn more about the book, Frank’s predictions for the future of ‘Big Data’ and more.

Want more content like this? 
Visit our newly launched “Interact” page on our event website. 

Or, join Chris Frank at the 2013 Total Customer Experience Leaders Summit. As a reader of this blog, we’d like to offer you a 15% discount off the standard registration rates, use code TCEL13BLOG.

Visit our website to download the 2013 brochure, learn more about the event, or register.

Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She is the voice behind the Total Customer Experience Leaders Summit on Twitter, Facebook and LinkedIn. She may be reached at mleblanc@iirusa.com

Poll: What aspect of Customer Experience will be most important to the industry over the next several years?

What aspect of Customer Experience will be most important to the industry over the next several years?

We’d like to hear from you, the customer experience community, are any of these trends in the industry looming large on your horizon? Which and why? Join this LinkedIn poll to share your thoughts:

Our Total Customer Experience Leaders LinkedIn group is a great place to connect with the community and network with over 1,000 of your peers. Join us there today.

Total Customer Experience Leaders Summit 2013 Call for Presenters Now Open

 The Institute for International Research (IIR) presents: Total Customer Experience Leaders Summit March/April 2013

Due to the high volume of submissions, we suggest you submit your proposal early and no later than Wednesday, September 5, 2012 to Rachel McDonald, Senior Conference Producer at rmcdonald@iirusa.com or 646.895.7405.

The Total Customer Experience Leaders Summit is an event that showcases trends, insights and best practices for measuring, aligning and communicating your customer experience strategy to ensure business relevance.

A Three Day Conference Experience Featuring NEW Topics 
‘ Customer Experience Design & Measurement
‘ Experience Engineering
‘ Design Management
‘ Redesigning a Program
‘ Analyzing VoC
‘ Data Deployment and Data Dissemination
‘ Social Media Feedback
‘ New Innovative Methodologies
‘ Internal Customer Index Scoring vs. NPS
‘ Enterprise Feedback Management Strategy & Alignment
‘ Using VoC to Take Actionable Insights
‘ Employee Engagement
‘ Monetizing Your Customer Experience
‘ Recovery Strategy
‘ Linkage
‘ Customer Service

High Level General Sessions that Focus On: 
‘ Innovation & Creativity in Customer Experience
‘ Operational Perspective
‘ Digital Customer Experience
‘ Behavioral Economics
‘ Leadership

We are also happy to consider topics not listed here that you feel would add value and be appropriate. 

PLUS! Idea gathering forums following each session topic.

The Audience:
‘ Individuals within the company responsible for customer experience, voice of customer, customer research
‘ Individuals with direct experience for the customer experience and/or voice of customer collection, dissemination, interpretation and results
‘ Individuals seeking to enhance their own company’s capabilities in these areas (become more customer-centric and drive business results through improved customer experience), and willing to help others advance through sharing of best practices and experiences Speakers receive FREE admission to the conference.

Sponsorship & Exhibition Opportunities 
If you are interested in sponsorship or exhibit opportunities please contact Jon Saxe, Business Development Manager at jsaxe@iirusa.com or 646.895.7467.

Interested in Becoming a Media Partner?
Contact Kacey Anderson, Marketing Manager, at kanderson@iirusa.com.

For consideration, please email rmcdonald@iirusa.com with the following information by Wednesday, September 5, 2012.
‘ Proposed speaker name(s), job title(s), and company name(s)
‘ Contact information including address, telephone and fax numbers and e-mail
‘ Talk title ‘ The main theme you plan to address
‘ Summary of the presentation (3-5 sentences)
‘ Please indicate what is NEW about the presentation
‘ What the audience will gain from your presentation (please list 3-5 key ‘take-aways’)
‘ Previous conference experience
‘ Short bio

Due to the high volume of responses, we are unable to respond to each submission. All those selected to participate as speakers will be notified shortly after the deadline. Thank you for your interest in the Total Customer Experience Leaders Summit.

We look forward to receiving your proposal!

All the best,
Rachel McDonald Senior Conference Producer, IIR

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

Idea Gathering: Customer Experience News: Let’s Get Social

image source Microsoft Dynamics Community via Business2Community

The Total Customer Experience Leaders Summit provides both B2B and B2C case studies and translating these innovations and insights is a huge part of the value of the conference. Our unique idea gathering wrap-ups between sessions facilitate this translation and were one of our most highly rated features last year.

Here on the blog we’re doing a regular series of idea gathering wrap ups, pulling together some of our favorite stories on customer experience, customer experience design, and overall customer-centricity.

When discussing holistic customer experience, you can’t ignore the power of social media in today’s world. A recent American Express study found that “The 2012 American Express?? Global Customer Service Barometer also found that consumers who have used social media for service wield the greatest amount of influence. They tell significantly more people about their service experiences, and say they’d spend 21% more with companies who deliver great service ‘ compared to 13% on average.”

But it’s not just because you fear a consumer badmouthing your company that you need to get social. As marketing consultant and trainer J-P De Clerck recently wrote on conversionation.net “Customer experiences are about touchpoints and touchpoints are by definition social. Guess what is a key focus in 2012? Indeed, social.”

Business2Community illustrated the importance of Social CRM Apps this week with the above image and by saying: “If conversation between a sales rep and his or her client has moved to the world of social media, the sales rep must be equipped with the proper technology to best interact with and understand the customer.”

Former Total Customer Experience Leader’s speaker Becky Carrol wrote about the topic on her blog earlier this year, citing Newark, NJ mayor Cory Booker as an inspiration and saying “Social media, by contrast, provides not only the opportunity for an instant response but also for a personal response.”

So what can we take away? Don’t go social because you fear the customer response, go social because it is a way to make a personal connection with today’s connected customer. For social CRM, it may be a way to close the sale or keep a customer loyal. For a contact center it may be the way to turn an unhappy customer into an evangelist or a VOC text analytics program could use social to measure sentiment. Are you social? How? Share with us in the comments!

Total Customer Experience Leaders is social: You can follow us on Twitter or become a fan on Facebook for industry news all week long.

Engage Employees & Embed Customer Experience in Your Business

Delivering great customer experiences begins with embedding customer experience within your organization and fostering a customer focused culture. Hear more on establishing a customer experience culture in your organization when Kelly Harper, Director, Brand & Customer Experience at BMO Financial Group delivers her keynote presentation:

How to Embed a Culture of Customer Experience in Your Organization

This case study presentation provides an overview of the BMO Customer Experience Journey; how BMO defines customer experience; and shares how BMO organizes itself around Customer-Experience, highlights key programs developed to engage employees and embed customer experience in day-to-day business activities and processes.

No matter where the accountability of “customer value” lives in your organization, customer centricity is a real leadership issue and one that takes priority especially today. The Total Customer Experience Leaders Summit tackles this issue head on. Our customer experience leaders will redefine customer centricity and explain what this means for you, your brand and your business.

Joining Kelly at the event is an impressive line-up of customer experience professionals sharing their own real-life stories.
Hear from: 
AAA NCNU, AARP, American Family Insurance, Boston Symphony Orchestra, Burke, Inc., Citizens Financial Group, Dunkin’ Donuts, Experience Engineering, Feltz & Associates, LLC, Forrester, GfK Custom Research, GfK Customer Research, Hunter Douglas, Inc., Indiana University, Janet LeBlanc & Associates, JoAnna Brandi & Company, Inc., Maritz Research, Porter Airlines, Prophet, REI, Rockwell Automation, Starwood Hotels & Resorts Worldwide, The Hartford, Time Warner Cable and USAA.

Download the brochure to see the full program.

As a reader of our blog, we’d like to offer you a 15% off the standard registration rates, use code TCEL12BLOG to save. Visit the webpage to register today.

We look forward to seeing you this June in Boston!
The Total Customer Experience Leaders Event Team

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Total Customer Experience Takeaways

Wordle: Total Customer Experience LeadersAs we begin looking forward to the 2012 Total Customer Experience Leader’s summit, we’ll be presenting some of the key takeaways from our 2011 event. Pictured here is a Wordle of our executive summary notes. I’ve stripped out the two most obvious words”Customer” and “Experience” to drill down a bit more into the heart of our takeaways.

One thing that immediately strikes me: how action-oriented these words are. “Make, create, integrate,” and “change” all jump out. That’s what we hope for from this event: that our attendees will leave with actionable insights that they can immediately integrate into their existing strategies when they return to the office.

Another big theme: Culture, Ecosystem & Employees. Kerry Bodine‘s session at last years event focused on this particularly, with the theme summed up in the following sentence “The Customer Experience Ecosystem is a complex set of relationships among your company’s employees, partners, and customers that determines the quality of the experience.”

To create a strong Customer Experience Ecosystem, Kerry recommended following these steps:
1. Map it
2. Co-create it
3. Socialize it

Don’t just target segments, go out and talk to people and create personas based on behavioral attitudes.

Did you attend Total Customer Experience Leaders in 2011? What were your key takeaways?

Are you effectively measuring, aligning and communicating your customer strategy?

Are you looking for ways to revolutionize your customer experience? The Total Customer Experience Leaders Summit is only ONE month away – don’t worry, there’s still time to secure your spot and save $100 off the standard rates!

Take a look at why you need to attend this October:
1. A Whole New Focus: Growing out of our past Linkage Strategies Event, Total Customer Experience Leaders is about integrating the voice of the customer into disparate pieces of customer research data within B2B and service oriented B2C companies.

2. Innovative Keynotes: Hear from client-side experts and award winning authors on creating customer-centric culture, the practice of storytelling, leveraging senior leadership and discovering authentic experiences.

3. Cross-Industry Speakers: Listen to a diverse group of leaders share industry specific case studies which include experiences from financial services, automotive, manufacturing, retail, healthcare and industrial companies.

4. Social Media CRM Symposium: Join our symposium day and learn how to better manage your customer experience by linking social media research to financial value.

5. Customizable Tracks: Personalize your onsite agenda by choosing between two unique tracks – Strategy & Action Planning.

6. Executive Summary: This is the only collaborative event that offers an event debrief with real-time practical insights for you to take back to your company.

7. Interactive Forums: Participate in collaborative sessions with your peers from these companies already signed on to attend:
AAA // AAA Arizona // AIG American General // Allstate Financial // American Family Insurance // AT&T Investment Management Corp // Blueocean Market Intelligence // Burke Inc. // Concentra Financial // Constant Contact // CPI Card Group // Customer Bliss // Customer Experience Partners // CVS Caremark // Diebold, Inc. // Discover Financial // EMC Innovation Network // Expedia // Farmers Insurance Group // Fedex Corporation // Forrester // GE Healthcare // Harrahs // Intel // JD Powers & Associates // Kelley Blue Book // Loyalty Research Center // Maritz Research // Martins Point Health Care // McDonald’s Corporation // Microsoft Corporation // Mr Randy Bell // National Grid // Peppers & Rogers Group // Petra Consulting Group // Pfizer // Rockwell Automation // Sam’s Club // Sara Lee // SPSI // Strategic Horizons Llp // SuperValu Inc. // Synovate // The Story Factor // Universal American Corporation // University of Georgia – Terry College of Business // UPS // Wright Express Corp.

The Total Customer Experience Leaders Summit will enable you to effectively measure, align and communicate your customer strategy to ensure business relevance. Please use priority code TCEL11BLOG when registering.

We look forward to seeing you this October in Phoenix!

The Total Customer Experience Leaders Event Team
Visit the event webpage or follow us on Twitter for event updates and industry news: http://twitter.com/TotalCustomer