We're taking some time off from our coverage of customer experience and service to
celebrate the season with our loved ones. We want to sincerely thank
you for your readership, your comments and your participation. We look
forward to returning to the world of customer experience management in
2013!
Looking back, here is our top Customers 1st post from 2012:
This Week In Customer Experience: "Experience" as Marketing Buzzword
What was your favorite topic covered in 2012?
We wish you Happy Holidays!
The Customers 1st Team
Follow us on Twitter: http://twitter.com/TotalCustomer
Become a fan on Facebook: https://www.facebook.com/TotalCustomer
Friday, December 21, 2012
Tuesday, December 18, 2012
Facebook & Nationwide Share How to Unlock Critical Insight for Your Business from Social Media
As another year comes to an end, many of us are looking back through the year reflecting on our business, our customers and the future. It's no secret that customer engagement is evolving, the question is how we, as customer-centric professionals, are addressing these changes and updating our strategies.
Today, phone communication accounts for about 6,000 connections per day, online live chat a little over 400 and social media, an astounding 1,100,000 connections per day.*
Are you listening and observing your customers through the social medium?
Your opportunity to tie in VOC data across touch points is exponential. Today's total customer experience strategy moves from "asking" to listening and observing customer actions and behaviors to achieve the holy grail of a 360 degree customer understanding.
Featuring Leaders in Social Media:
Valuing Customer Input and Feedback
Jasmine Green, Vice President, Chief Customer Advocate, Nationwide
Often referred to as "Listener in Chief", Nationwide's Jasmine Green will discuss her role in facilitating customer dialogue through the power of listening. She will talk about what it means to be a 'Listener in Chief' and the value that active listening adds to cultivating positive customer relationships. Explore how VOC data and design principles can be used to engineer experiences across your organization. She will also describe the opportunity that social media lends to actively listen to customers and proactively engage them through these mediums. Finally, she will discuss the benefits of recognizing and admitting mistakes that result in the potential to fracture otherwise positive relationships and the art of apologizing for error through action and results.
The New Collision of Measurement and Customer Insights
Sean Bruich, Head of Measurement Platforms & Standards, Facebook
As the leading place that consumers connect with friends, engage with brands, and share their experiences, Facebook represents nearly a quarter of all time spent online and bridges the digital divide between web, mobile and offline experiences. Through creating an understanding of these linkages between online and offline experiences, new technology platforms are enabling unprecedented opportunities to instrument, measure and analyze consumer behaviors, and thus create huge leaps in consumer experiences from creating powerful marketing programs to optimizing consumer products or experiences. Here, we describe some of the ways that these platforms have unlocked crucial insights into consumers, and how those insights were translated into action.
The Total Customer Experience Leaders Summit is bringing together cross-industry customer professionals from American Express, CVS Caremark, Eli Lilly, JetBlue Airways, Safelite AutoGlass, Toyota and more to share their customer journey. If you are serious about measuring and improving customer experience, you need a forum to meet fellow professionals and share best practices - and that's what this conference is about.
Visit our website and download the brochure for the full speaker list and session details.
We invite you to the 2013 summit to Craft Your Insights-Rich Customer Story - From Transparency to Trust. As a reader of this blog, we’d like to offer you a 15% discount off the standard registration rates, use code TCEL13BLOG.
We hope to see you in April in Boston.
The Total Customer Experience Leaders Event Team
Follow us on Twitter: http://twitter.com/TotalCustomer
Become a fan on Facebook: https://www.facebook.com/TotalCustomer
* From Social Media and the Customer Experience
Today, phone communication accounts for about 6,000 connections per day, online live chat a little over 400 and social media, an astounding 1,100,000 connections per day.*
Are you listening and observing your customers through the social medium?
Your opportunity to tie in VOC data across touch points is exponential. Today's total customer experience strategy moves from "asking" to listening and observing customer actions and behaviors to achieve the holy grail of a 360 degree customer understanding.
Featuring Leaders in Social Media:
Valuing Customer Input and Feedback
Often referred to as "Listener in Chief", Nationwide's Jasmine Green will discuss her role in facilitating customer dialogue through the power of listening. She will talk about what it means to be a 'Listener in Chief' and the value that active listening adds to cultivating positive customer relationships. Explore how VOC data and design principles can be used to engineer experiences across your organization. She will also describe the opportunity that social media lends to actively listen to customers and proactively engage them through these mediums. Finally, she will discuss the benefits of recognizing and admitting mistakes that result in the potential to fracture otherwise positive relationships and the art of apologizing for error through action and results.
The New Collision of Measurement and Customer Insights
As the leading place that consumers connect with friends, engage with brands, and share their experiences, Facebook represents nearly a quarter of all time spent online and bridges the digital divide between web, mobile and offline experiences. Through creating an understanding of these linkages between online and offline experiences, new technology platforms are enabling unprecedented opportunities to instrument, measure and analyze consumer behaviors, and thus create huge leaps in consumer experiences from creating powerful marketing programs to optimizing consumer products or experiences. Here, we describe some of the ways that these platforms have unlocked crucial insights into consumers, and how those insights were translated into action.
The Total Customer Experience Leaders Summit is bringing together cross-industry customer professionals from American Express, CVS Caremark, Eli Lilly, JetBlue Airways, Safelite AutoGlass, Toyota and more to share their customer journey. If you are serious about measuring and improving customer experience, you need a forum to meet fellow professionals and share best practices - and that's what this conference is about.
Visit our website and download the brochure for the full speaker list and session details.
We invite you to the 2013 summit to Craft Your Insights-Rich Customer Story - From Transparency to Trust. As a reader of this blog, we’d like to offer you a 15% discount off the standard registration rates, use code TCEL13BLOG.
We hope to see you in April in Boston.
The Total Customer Experience Leaders Event Team
Follow us on Twitter: http://twitter.com/TotalCustomer
Become a fan on Facebook: https://www.facebook.com/TotalCustomer
* From Social Media and the Customer Experience
Tuesday, December 11, 2012
Customer Experience Experts Podcast: Scott Swift
 |
| Scott Swift, Vice President, Customer Information, Hunter Douglas, Inc |
We discussed upcoming trends in the customer experience space, and the huge importance of knowing what your customer experience or voice of the customer program goal is.
Listen to the podcast here to learn more.
Want to be involved in more discussions like this?
Visit our newly launched "Interact" page on our event website to have your say.
Or, join Scott Swift as he chairs 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
Monday, December 3, 2012
Unveiling the 2013 Total Customer Experience Leaders Summit
You may have noticed some changes here on the blog lately. We've updated our design to provide a better experience for you, our readers, in anticipation of the launch of the 2013 Total Customer Experience Leaders Summit.
The Total Customer Experience Leaders Summit is more than a conference, it's a call to action for all leaders charged with and committed to strengthening and advancing their organization with a sound customer plan.
2013 will unite customer-focused professionals across industries, cultures and departments to deliver an unparalleled facilitation of provocation, collaboration and communication of higher level thinking around the alignment of customer strategy with business relevant aspirations. Download the brochure for the full agenda.
The opportunity for capturing data across touchpoints is exponential. Linking data driven behavior to business results, designing next generation customer experiences and measuring the impact of your customer programs is the difference between great and greater.
Customer Experience Design - Explore how VOC data and design principles can be used to engineer experiences across your organization.
Strategy - Interpret, analyze and evaluate your customer strategy to ensure business relevance
Measurement & Feedback - Drive change and optimize your sales force by measuring customer feedback through the entire customer journey.
Alignment - Integrate and leverage your customer touchpoints - measurement & ROI, linkage, VOC, social media, technology, design principles, operational metrics and senior leadership.
We proudly announce all new keynote presentations from leading B2B and B2C companies:
• Jasmine Green, Vice President, Chief Customer Advocate, NATIONWIDE
• Thomas Feeney, President & CEO, SAFELITE AUTOGLASS
• Peter Fader, Professor of Marketing, THE WHARTON SCHOOL, UNIVERSITY OF PENNSYLVANIA
• Sean Bruich, Head of Measurement Platforms & Standards, FACEBOOK
• D. Randall Brandt, Ph.D., SVP, Customer Experience Management, MARITZ RESEARCH
• Chris Frank, Vice President, AMERICAN EXPRESS, Author, DRINKING FROM THE FIRE HOSE
• Ken Erickson, Ph.D., CEO & Cultural Anthropologist, PACIFIC ETHNOGRAPHY COMPANY
• Andres Nicholls, Partner, PROPHET
Visit our website and download the brochure for the full speaker list and session details.
Your success lies in your ability to know your customer, to value your customer and and all their unique experiences. We invite you to the 2013 summit to Craft Your Insights-Rich Customer Story - From Transparency to Trust.
As a reader of this blog, we’d like to offer you a 15% off the standard registration rates, use code TCEL13BLOG to save. Visit the webpage to register today.
We look forward to seeing you next April in Boston!
The Total Customer Experience Leaders Event Team
Stay in touch:
Follow us on Twitter: http://twitter.com/TotalCustomer
Become a fan on Facebook: https://www.facebook.com/TotalCustomer
The Total Customer Experience Leaders Summit is more than a conference, it's a call to action for all leaders charged with and committed to strengthening and advancing their organization with a sound customer plan.
2013 will unite customer-focused professionals across industries, cultures and departments to deliver an unparalleled facilitation of provocation, collaboration and communication of higher level thinking around the alignment of customer strategy with business relevant aspirations. Download the brochure for the full agenda.
The opportunity for capturing data across touchpoints is exponential. Linking data driven behavior to business results, designing next generation customer experiences and measuring the impact of your customer programs is the difference between great and greater.
Customer Experience Design - Explore how VOC data and design principles can be used to engineer experiences across your organization.
Strategy - Interpret, analyze and evaluate your customer strategy to ensure business relevance
Measurement & Feedback - Drive change and optimize your sales force by measuring customer feedback through the entire customer journey.
Alignment - Integrate and leverage your customer touchpoints - measurement & ROI, linkage, VOC, social media, technology, design principles, operational metrics and senior leadership.
We proudly announce all new keynote presentations from leading B2B and B2C companies:
• Jasmine Green, Vice President, Chief Customer Advocate, NATIONWIDE
• Thomas Feeney, President & CEO, SAFELITE AUTOGLASS
• Peter Fader, Professor of Marketing, THE WHARTON SCHOOL, UNIVERSITY OF PENNSYLVANIA
• Sean Bruich, Head of Measurement Platforms & Standards, FACEBOOK
• D. Randall Brandt, Ph.D., SVP, Customer Experience Management, MARITZ RESEARCH
• Chris Frank, Vice President, AMERICAN EXPRESS, Author, DRINKING FROM THE FIRE HOSE
• Ken Erickson, Ph.D., CEO & Cultural Anthropologist, PACIFIC ETHNOGRAPHY COMPANY
• Andres Nicholls, Partner, PROPHET
Visit our website and download the brochure for the full speaker list and session details.
Your success lies in your ability to know your customer, to value your customer and and all their unique experiences. We invite you to the 2013 summit to Craft Your Insights-Rich Customer Story - From Transparency to Trust.
As a reader of this blog, we’d like to offer you a 15% off the standard registration rates, use code TCEL13BLOG to save. Visit the webpage to register today.
We look forward to seeing you next April in Boston!
The Total Customer Experience Leaders Event Team
Stay in touch:
Follow us on Twitter: http://twitter.com/TotalCustomer
Become a fan on Facebook: https://www.facebook.com/TotalCustomer
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