http://www.getcustomerexperience.com/ Sun, 27 May 2012 22:40:40 GMT FeedCreator 1.8.0-dev (info@mypapit.net) http://feedproxy.google.com/~r/custexp/~3/GeaVQzIJHu8/the-new-social-customer-service-paradigm.html <div class="articlebody"> <p><span style="font-family: arial,helvetica,sans-serif;"><img style="border: 5px solid black; float: left;" src="http://static5.businessinsider.com/image/4ecc3a09eab8eae07700002a-400-300/smartphones-time-wasting-websites-and-gossip-can-cost-us-companies-an-estimated-650-billion-a-year.jpg" alt="New Social Customer" height="132" width="176" /><span style="font-size: 10pt;">There is not doubt, in my mind, that customer service, sales and technical support will continue to be the differentiating factor determining the longevity of a brand or a company. However, the landscape has changed and the battlefield is both physical and digital.&nbsp; The rise of social media has equipped and empowered people, and business, with new opportunities to transform themselves and their companies.</span></span></p> <p><a href="http://www.getcustomerexperience.com/social-media/the-new-social-customer-service-paradigm.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/GeaVQzIJHu8" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Mon, 21 May 2012 13:14:04 GMT http://www.getcustomerexperience.com/social-media/the-new-social-customer-service-paradigm.html http://www.getcustomerexperience.com/social-media/the-new-social-customer-service-paradigm.html http://feedproxy.google.com/~r/custexp/~3/7W7xVMK44i4/the-evolution-of-the-social-contact-center.html <p><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;"><img style="margin: 5px; float: left;" alt="KeithFiveson-web" src="http://www.getcustomerexperience.com/images/stories/KeithFiveson-web.jpg" height="143" width="98" />I think it started happening about seven years ago.&nbsp; Web 2.0 and social media kicked in gear an evolving platform and ecosystem of friends and business sharing that continues to open up new and exciting connection and convergence opportunities for marketing, support and services.&nbsp;&nbsp; I check in like the other 40+% of the social web to Facebook, Twitter, LinkedIn and multiple other blogs.&nbsp; And, I think, "we the people" connect, consume and communicate like never before.&nbsp; Companies with contact centers are constantly looking to evolve, expand and harness the enormous potential for social platforms, to create extraordinary customer experiences.&nbsp; Across multiple channels of operation, boardroom walls and organizational silos are coming down, and thinking is changing.</span></p> <p><a href="http://www.getcustomerexperience.com/social-media/the-evolution-of-the-social-contact-center.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/7W7xVMK44i4" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Fri, 11 May 2012 17:45:23 GMT http://www.getcustomerexperience.com/social-media/the-evolution-of-the-social-contact-center.html http://www.getcustomerexperience.com/social-media/the-evolution-of-the-social-contact-center.html http://feedproxy.google.com/~r/custexp/~3/D5Ppr6zzWoc/managing-the-new-age-call-center-agent.html <p><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;"><img style="float: left;" alt="dreamstimefree_238740" src="http://www.getcustomerexperience.com/images/stories/dreamstimefree_238740.jpg" height="270" width="360" />Customer service has changed.&nbsp; It still remains a brand differentiators.&nbsp; But now, more than ever before, we live in a new age of self service and customer needs are different.&nbsp; They are intensified.&nbsp; In the age of self-service and digital mobility, the significance of contact center representatives has increased enormously.&nbsp; Part therapist, technologist, emotional coach, guru, he or she that knows all, they need to interact with customers enormously differently.&nbsp; Customers, who now hold the power of social media enabled devices, search, google and visit social communities for answers.&nbsp; They "know where you live" and only call when they need answers that are not accessible from the digital or mobile web.&nbsp; So get ready.&nbsp; Contact center agent need to do their push ups, and lift weights, to deliver experiences envisioned by brands that leverage the promise, with great performance, so the customers experience is nothing short of excellent.&nbsp; <br /></span></p> <p><a href="http://www.getcustomerexperience.com/hr-training/managing-the-new-age-call-center-agent.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/D5Ppr6zzWoc" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Tue, 20 Mar 2012 15:35:44 GMT http://www.getcustomerexperience.com/hr-training/managing-the-new-age-call-center-agent.html http://www.getcustomerexperience.com/hr-training/managing-the-new-age-call-center-agent.html http://feedproxy.google.com/~r/custexp/~3/_55w3sFa2Dc/get-social-media-a-cross-functional-team-engagement.html <ol style="text-align: justify;"> </ol> <p style="text-align: justify;"><span style="font-family: arial,helvetica,sans-serif;"><img style="float: left;" alt="dreamstime_xs_8191037" src="http://www.getcustomerexperience.com/images/stories/dreamstime_xs_8191037.jpg" height="258" width="258" /><span style="font-size: 10pt;">Yesterday, I had a conversation with a banking executive (the bank will remain nameless) on the topic of social media engagement across functional areas. He noted how the bank, was missing opportunities to engage with its customers.&nbsp; That it was ignoring many close, warm and personal opportunities to build social customer relationships, as people, dealing with people.&nbsp; I got excited when he said that the bank was not only in the money business, but was in the business of helping people achieve dreams, helping and welcoming families, engagements, marriages, weddings, new babies, potential homeowners, new restaurant/business owners or new college students.</span></span></p> <p style="text-align: justify;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;">No doubt, he was frustrated because there were problems and issues with building a team across functional areas. He noted that the departments were like strangers, with hidden agendas and it was like they were running from each other and the team could not find a common ground.</span></p> <p style="text-align: justify;"><span style="font-family: arial,helvetica,sans-serif; font-size: 10pt;"> </span></p> <p><a href="http://www.getcustomerexperience.com/social-media/get-social-media-a-cross-functional-team-engagement.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/_55w3sFa2Dc" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Thu, 15 Mar 2012 18:07:41 GMT http://www.getcustomerexperience.com/social-media/get-social-media-a-cross-functional-team-engagement.html http://www.getcustomerexperience.com/social-media/get-social-media-a-cross-functional-team-engagement.html http://feedproxy.google.com/~r/custexp/~3/y5AXZazpfn4/flyswatters-vs-beekeepers-bee-social.html <p><img style="float: left;" alt="HONEYCOMBFRAMEWORK" src="http://www.getcustomerexperience.com/images/stories/HONEYCOMBFRAMEWORK.png" height="285" width="303" />There is a lot of buzz going around with social media and customer experience these days.&nbsp; Busy people, are buzzing to build communities, with sticky strategies that capture the hearts and minds of customers.&nbsp; The use of platforms, voice of the customer (VOC), analytics, software integration, etc., is huge.&nbsp;</p> <p><a href="http://www.getcustomerexperience.com/social-media/flyswatters-vs-beekeepers-bee-social.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/y5AXZazpfn4" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Thu, 19 May 2011 14:04:48 GMT http://www.getcustomerexperience.com/social-media/flyswatters-vs-beekeepers-bee-social.html http://www.getcustomerexperience.com/social-media/flyswatters-vs-beekeepers-bee-social.html http://feedproxy.google.com/~r/custexp/~3/q8GM6udapiU/emotional-intelligence-and-the-customer-experience.html <p style="text-align: justify;"><b><img style="margin: 5px; float: left;" alt="dreamstimefree_2014168" src="http://www.getcustomerexperience.com/images/stories/dreamstimefree_2014168.jpg" width="413" height="274" /></b></p> <p style="text-align: justify;">Consciously we express anxieties in a variety of unconscious ways.&nbsp; We also measure our experiences in a variety of ways.&nbsp; How they evoke, communicate and connect to us emotionally is one way.&nbsp; Is it pleasing, satisfying, fun, happy, sad, miserable, etc.?&nbsp; Emotional Quotient/Intelligence (EQ-i) is all about our ability to understand emotions and act appropriately.</p> <p style="text-align: justify;"> </p> <p><a href="http://www.getcustomerexperience.com/hr-training/emotional-intelligence-and-the-customer-experience.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/q8GM6udapiU" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Wed, 20 Apr 2011 13:57:17 GMT http://www.getcustomerexperience.com/hr-training/emotional-intelligence-and-the-customer-experience.html http://www.getcustomerexperience.com/hr-training/emotional-intelligence-and-the-customer-experience.html http://feedproxy.google.com/~r/custexp/~3/MBo3MsjBP7c/the-leadership-spirit-and-the-wow-experience.html <p style="text-align: justify;"><img style="margin: 5px; float: left;" alt="leadershipspirit" src="http://www.getcustomerexperience.com/images/stories/leadershipspirit.jpg" height="315" width="228" />Over 97 percent of American people are well familiar with Starbucks brand. This goes to show that more Americans know the Starbucks name than the name our Vice-president.</p> <p><a href="http://www.getcustomerexperience.com/strategy/the-leadership-spirit-and-the-wow-experience.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/MBo3MsjBP7c" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Fri, 25 Mar 2011 16:40:36 GMT http://www.getcustomerexperience.com/strategy/the-leadership-spirit-and-the-wow-experience.html http://www.getcustomerexperience.com/strategy/the-leadership-spirit-and-the-wow-experience.html http://feedproxy.google.com/~r/custexp/~3/1gVpV8mh17c/lets-get-physical-influencing-the-conscious-customer-experience.html <p style="text-align: justify;"><img style="margin: 0px 10px 0px 0px; float: left;" alt="lets-get-physical" src="http://www.getcustomerexperience.com/images/stories/lets-get-physical.jpg" height="386" width="386" />The world is a stage and we are all but players in the experience.&nbsp; Lights, action, music, costumes.&nbsp; Conscious and unconscious experiences are often unspoken and unnoticed; yet they are a subjective and a real part of how we experience the world.&nbsp; The physical relationship we have in regards to color, lighting and décor play a major role in influencing how we all perceive, behave and react to the world around us.&nbsp;</p> <p><a href="http://www.getcustomerexperience.com/strategy/lets-get-physical-influencing-the-conscious-customer-experience.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/1gVpV8mh17c" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Fri, 18 Mar 2011 18:34:58 GMT http://www.getcustomerexperience.com/strategy/lets-get-physical-influencing-the-conscious-customer-experience.html http://www.getcustomerexperience.com/strategy/lets-get-physical-influencing-the-conscious-customer-experience.html http://feedproxy.google.com/~r/custexp/~3/MTKIMvX9PW4/consciousness-and-the-customer-experience.html <p><img style="float: left;" alt="consciousnessdesignwheel2" src="http://www.getcustomerexperience.com/images/stories/consciousnessdesignwheel2.jpg" height="278" width="400" />We humans think and connect more than ever before. We consume information. We network on social sites; research our buying decisions, assess our social values. We value products and services based on experiences. We offer commentary and vote with our dollars and sense.&nbsp; We score the experience, with use and accessibility to websites, visits to stores, conversations, chats or emails.&nbsp; Was it pleasing, did it inspire, tire, or serve to frustrate us?</p> <p><a href="http://www.getcustomerexperience.com/general/consciousness-and-the-customer-experience.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/MTKIMvX9PW4" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Mon, 21 Feb 2011 17:39:49 GMT http://www.getcustomerexperience.com/general/consciousness-and-the-customer-experience.html http://www.getcustomerexperience.com/general/consciousness-and-the-customer-experience.html http://feedproxy.google.com/~r/custexp/~3/PEAzAvvSVtw/mobility-and-the-customer-experience.html <p><img style="float: left;" alt="mobilitymorgan" src="http://www.getcustomerexperience.com/images/stories/mobilitymorgan.png" height="300" width="400" />In less then five years, the face of communication and connection has been changed.&nbsp; We have moved from an Internet connected society, to a world that is connected through Mobility.&nbsp; Morgan Stanely recently outlined this growth by a factor of 10x over the traditional PC or Desktop Internet device.&nbsp; Continued growth through 2020 and beyond is certain, so be prepared.</p> <p><a href="http://www.getcustomerexperience.com/strategy/mobility-and-the-customer-experience.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/PEAzAvvSVtw" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Mon, 07 Feb 2011 15:02:59 GMT http://www.getcustomerexperience.com/strategy/mobility-and-the-customer-experience.html http://www.getcustomerexperience.com/strategy/mobility-and-the-customer-experience.html http://feedproxy.google.com/~r/custexp/~3/zENvbzkQLX4/build-customer-loyalty-through-effective-brand-management.html <p><img style="float: left;" alt="dreamstimefree_420338" src="http://www.getcustomerexperience.com/images/stories/dreamstimefree_420338.jpg" height="420" width="560" /><br style="clear: left;" />Your company brand serves as an identification of the promises you make to convey your product/service quality, unique characteristics, and competitive superiority to your customers, as well as being a source for financial gains.&nbsp; So why not make sure your brand is real/real, or fake/real as opposed to real fake?</p> <p><a href="http://www.getcustomerexperience.com/general/build-customer-loyalty-through-effective-brand-management.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/zENvbzkQLX4" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Mon, 04 Oct 2010 21:21:34 GMT http://www.getcustomerexperience.com/general/build-customer-loyalty-through-effective-brand-management.html http://www.getcustomerexperience.com/general/build-customer-loyalty-through-effective-brand-management.html http://feedproxy.google.com/~r/custexp/~3/KwDyqVgdZw8/touch-and-leverage-the-customer-experience-for-life-and-value.html <p><img style="float: left;" alt="customerexperiencetouch" src="http://www.getcustomerexperience.com/images/stories/customerexperiencetouch.jpg" width="620" height="427" /><br style="clear: left;" />Mapping your customers’ journey, moments of truth and the experience is essential. To innovate, ideate and create profitably across every delivery channel. While, it is important to focus on all touch points related to attraction, interaction, and cultivation phases in a customer lifecycle, it is realistically restricting given cost and profitability constraints. Segmenting your customers, looking at silver, gold and platinum, lifetime profitability, etc. enables alignment of your cost, profit, and customer objectives.</p> <p><a href="http://www.getcustomerexperience.com/journey-mapping/touch-and-leverage-the-customer-experience-for-life-and-value.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/KwDyqVgdZw8" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Fri, 01 Oct 2010 18:24:28 GMT http://www.getcustomerexperience.com/journey-mapping/touch-and-leverage-the-customer-experience-for-life-and-value.html http://www.getcustomerexperience.com/journey-mapping/touch-and-leverage-the-customer-experience-for-life-and-value.html http://feedproxy.google.com/~r/custexp/~3/rCyPvrVI1Io/it-is-the-service-you-deliver-that-matters-not-the-location.html <p><img style="float: left;" alt="locationsourcing" src="http://www.getcustomerexperience.com/images/stories/locationsourcing.jpg" width="614" height="400" /><br style="clear: left;" />While speaking at a conference in Egypt, a fellow speaker recounted the story of calling a company and it was “just bad service” "So I asked her where she was (since she sounded like she was from India).&nbsp; She said she was located nearby in a call center in New York."</p> <p><a href="http://www.getcustomerexperience.com/hr-training/it-is-the-service-you-deliver-that-matters-not-the-location.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/rCyPvrVI1Io" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Fri, 01 Oct 2010 17:51:06 GMT http://www.getcustomerexperience.com/hr-training/it-is-the-service-you-deliver-that-matters-not-the-location.html http://www.getcustomerexperience.com/hr-training/it-is-the-service-you-deliver-that-matters-not-the-location.html http://feedproxy.google.com/~r/custexp/~3/WnHy1KvekT0/social-media-and-the-contact-center.html <!-- {jaimage main="images/stories/rotator/socmediacc.jpg" thumb="images/stories/rotator/socmediacc_thumb.jpg"} --> <p><img src="http://www.getcustomerexperience.com/images/stories/dreamstimefree_916710.jpg" alt="dreamstimefree_916710" style="float: left;" width="620" height="415" /><br style="clear: left;" />If you are like me, and so many other people today, you’ve connected through LinkedIn, set up your profile on Facebook, Twitted your Tweets and MySpace’d your favorite music performers to view road schedules. But what business opportunities are there around Social Media, and how do you integrate it into your contact center; to be a media contact center channel for interaction?</p> <p><a href="http://www.getcustomerexperience.com/social-media/social-media-and-the-contact-center.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/WnHy1KvekT0" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Fri, 03 Sep 2010 01:55:12 GMT http://www.getcustomerexperience.com/social-media/social-media-and-the-contact-center.html http://www.getcustomerexperience.com/social-media/social-media-and-the-contact-center.html http://feedproxy.google.com/~r/custexp/~3/3SnCsPrQunA/eight-questions-for-social-media-enabled-contact-experiences.html <!-- {jaimage main="images/stories/rotator/social-media-waste-of-timer.jpg" thumb="images/stories/rotator/social-media-waste-of-timer_thumb.jpg"} --> <p><img width="600" height="300" src="http://www.getcustomerexperience.com/images/stories/social-media-waste-of-time.jpg" alt="social-media-waste-of-time" style="float: left;" /><br style="clear: left;" />Twitter and Facebook, along with LinkedIn and a ton of other social media sites offer insights into the day to day, and minute to minute, important as well as trivial issues about people, places and things.</p> <p><a href="http://www.getcustomerexperience.com/social-media/eight-questions-for-social-media-enabled-contact-experiences.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/3SnCsPrQunA" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Thu, 02 Sep 2010 21:35:24 GMT http://www.getcustomerexperience.com/social-media/eight-questions-for-social-media-enabled-contact-experiences.html http://www.getcustomerexperience.com/social-media/eight-questions-for-social-media-enabled-contact-experiences.html http://feedproxy.google.com/~r/custexp/~3/Sk9YNt42of4/looking-for-megatrends.html <p><img alt="megatrends" src="http://www.getcustomerexperience.com/images/stories/rotator/megatrends.jpg" height="300" width="625" /></p> <p>With products and services losing their power to decide brand longevity, customer experience has emerged the new zone of focus to establish differentiation. The role of contact centers has become pivotal than ever before.</p> <p><a href="http://www.getcustomerexperience.com/general/looking-for-megatrends.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/Sk9YNt42of4" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Tue, 31 Aug 2010 14:18:50 GMT http://www.getcustomerexperience.com/general/looking-for-megatrends.html http://www.getcustomerexperience.com/general/looking-for-megatrends.html http://feedproxy.google.com/~r/custexp/~3/OvmRCS1Z1KA/the-rise-of-the-new-customer-centric-economy.html <p style="text-align: left;"><img src="http://www.getcustomerexperience.com/images/stories/rotator/RiseofNewCustomer.jpg" alt="RiseofNewCustomer" height="300" width="625" /><br />Clearly, product quality and prices can be powerful differentiators in dictating customer preference. We have seen Apple build a loyal customer base on the power of its innovative and superior product line. We have also seen Wal-Mart advance in giant strides with its unparalleled pricing structure. However, these parameters, I believe, are not enough to keep your brand alive in the long run. The one way to set your brand apart in the current economy is by building a great customer experience.</p> <p><a href="http://www.getcustomerexperience.com/general/the-rise-of-the-new-customer-centric-economy.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/OvmRCS1Z1KA" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Tue, 31 Aug 2010 14:04:55 GMT http://www.getcustomerexperience.com/general/the-rise-of-the-new-customer-centric-economy.html http://www.getcustomerexperience.com/general/the-rise-of-the-new-customer-centric-economy.html http://feedproxy.google.com/~r/custexp/~3/Q5mr727KyhU/retail-a-virtual-customer-experience-is-forever.html <p><img src="http://www.getcustomerexperience.com/images/stories/BricksVirtual_article.jpg" alt="BricksVirtual" style="float: left;" height="300" width="625" /><br style="clear: left;" />With retail going on the web, and global consumerism on the rise, delivering outstanding experiences consistently on a wider platform has become a challenge as well as an opportunity for retailers. Customer experience is now the new brand differentiator among competition in the retail/eCommerce industry. Awareness and an increased choice in products and prices have led to an increase in customer expectations.</p> <p><a href="http://www.getcustomerexperience.com/strategy/retail-a-virtual-customer-experience-is-forever.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/Q5mr727KyhU" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Tue, 31 Aug 2010 13:54:04 GMT http://www.getcustomerexperience.com/strategy/retail-a-virtual-customer-experience-is-forever.html http://www.getcustomerexperience.com/strategy/retail-a-virtual-customer-experience-is-forever.html http://feedproxy.google.com/~r/custexp/~3/rsFcYr4zo4Q/get-a-360-view-and-vision-of-your-customer-relationship.html <p><img alt="360ViewofCustomer" src="http://www.getcustomerexperience.com/images/stories/rotator/360ViewofCustomer.jpg" height="285" width="625" /><br />Customers today have innumerable choices and high expectations. Attracting customers on the strength of product or service differentiation is becoming harder and harder.</p> <p><a href="http://www.getcustomerexperience.com/process-management/get-a-360-view-and-vision-of-your-customer-relationship.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/rsFcYr4zo4Q" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Mon, 30 Aug 2010 21:42:54 GMT http://www.getcustomerexperience.com/process-management/get-a-360-view-and-vision-of-your-customer-relationship.html http://www.getcustomerexperience.com/process-management/get-a-360-view-and-vision-of-your-customer-relationship.html http://feedproxy.google.com/~r/custexp/~3/oAQzKKQcl6E/social-media-and-the-customer-experience.html <p><img style="display: block; margin-left: auto; margin-right: auto; float: left;" alt="socialmedia" src="http://www.getcustomerexperience.com/images/stories/rotator/socialmedia.jpg" height="300" width="441" /><br style="clear: left;" /></p> <p>Twitter and Facebook are playing an incredible role in bringing companies closer to their customers than ever before.  It is now a fact that to get your business right you need to get your customer experience to be the right one.  Otherwise, you may be playing disaster recovery in a world that is one click away from a social media disaster. </p> <p><a href="http://www.getcustomerexperience.com/social-media/social-media-and-the-customer-experience.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/oAQzKKQcl6E" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Mon, 30 Aug 2010 21:25:37 GMT http://www.getcustomerexperience.com/social-media/social-media-and-the-customer-experience.html http://www.getcustomerexperience.com/social-media/social-media-and-the-customer-experience.html http://feedproxy.google.com/~r/custexp/~3/2RhvBedp8Ds/the-economics-of-a-wow-customer-experience.html <!-- {jaimage main="images/stories/rotator/wow.jpg" thumb="images/stories/rotator/wow_thumb.jpg"} --> <p><img alt="article8" src="http://www.getcustomerexperience.com/images/stories/article8.jpg" width="625" height="415" /></p> <p><strong>Brands such as Zappos and Amazon.com</strong> – the masters of customer experiences – are proving by example that it takes people not products to build brands.</p> <p><a href="http://www.getcustomerexperience.com/strategy/the-economics-of-a-wow-customer-experience.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/2RhvBedp8Ds" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Fri, 27 Aug 2010 13:10:40 GMT http://www.getcustomerexperience.com/strategy/the-economics-of-a-wow-customer-experience.html http://www.getcustomerexperience.com/strategy/the-economics-of-a-wow-customer-experience.html http://feedproxy.google.com/~r/custexp/~3/CVdOzerPcEk/whats-love-got-to-do-with-qitq-how-employees-impact-customer-experience.html <p><img alt="dreamstimefree_1096397" src="http://www.getcustomerexperience.com/images/stories/dreamstimefree_1096397.jpg" height="415" width="625" /></p> <p>Do your customers love your company or brand experience?  Is it a WOW experience or a WTF (What's That For?:) kinda journey?  A great customer experience is a key indicator of the continual success of a brand.</p> <p><a href="http://www.getcustomerexperience.com/hr-training/whats-love-got-to-do-with-qitq-how-employees-impact-customer-experience.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/CVdOzerPcEk" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Thu, 26 Aug 2010 15:27:09 GMT http://www.getcustomerexperience.com/hr-training/whats-love-got-to-do-with-qitq-how-employees-impact-customer-experience.html http://www.getcustomerexperience.com/hr-training/whats-love-got-to-do-with-qitq-how-employees-impact-customer-experience.html http://feedproxy.google.com/~r/custexp/~3/AAa_SyiZNQw/journey-map-your-strategy-to-enhance-the-customer-brand-experience.html <p><img src="http://www.getcustomerexperience.com/images/stories/journeymap.jpg" alt="journeymap" style="float: left;" height="415" width="625" /><br style="clear: left;" /></p> <p>Customer satisfaction definitely tops organizational priorities, but too often the concept fails to cross boardroom boundaries. Most companies fail to bridge the large divide between customer satisfaction in theory and actual implementation. Executives attribute this failure to the organizational inability to basically understand their customer expectations.</p> <p> </p> <p><a href="http://www.getcustomerexperience.com/journey-mapping/journey-map-your-strategy-to-enhance-the-customer-brand-experience.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/AAa_SyiZNQw" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Thu, 26 Aug 2010 13:36:45 GMT http://www.getcustomerexperience.com/journey-mapping/journey-map-your-strategy-to-enhance-the-customer-brand-experience.html http://www.getcustomerexperience.com/journey-mapping/journey-map-your-strategy-to-enhance-the-customer-brand-experience.html http://feedproxy.google.com/~r/custexp/~3/FjVmizL5UbM/the-customer-experience-journey-to-wow.html <!-- {jaimage main="images/stories/rotator/customer_experience_journey.jpg" thumb="images/stories/rotator/customer_experience_journey_thumb.jpg"} --> <p><img alt="dreamstimefree_8819438" src="http://www.getcustomerexperience.com/images/stories/dreamstimefree_8819438.jpg" width="625" height="415" /></p> <p>You would love to deliver a WOW brand experience that makes your customers feel wonderful each time, every time. But, to deliver truly outstanding customer experiences, you need to know what your customers really want and if you are succeeding in giving it to them. To do so, you need to listen to the voice of your customers at every level of their brand experience.</p> <p><a href="http://www.getcustomerexperience.com/journey-mapping/the-customer-experience-journey-to-wow.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/FjVmizL5UbM" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Mon, 23 Aug 2010 13:55:20 GMT http://www.getcustomerexperience.com/journey-mapping/the-customer-experience-journey-to-wow.html http://www.getcustomerexperience.com/journey-mapping/the-customer-experience-journey-to-wow.html http://feedproxy.google.com/~r/custexp/~3/g3-cgW5G57E/powerful-tools-and-strategies-for-enhanced-customer-experience.html <!-- {jaimage main="images/stories/rotator/powerful_tools.jpg" thumb="images/stories/rotator/powerful_tools_thumb.jpg"} --> <p><img alt="powerfultools" src="http://www.getcustomerexperience.com/images/stories/powerfultools.jpg" width="630" height="419" /></p> <p>In the current customer-dominated economy, your brand strength depends on how better you are than your competitor in delivering customer experiences. <p><a href="http://www.getcustomerexperience.com/strategy/powerful-tools-and-strategies-for-enhanced-customer-experience.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/g3-cgW5G57E" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Mon, 23 Aug 2010 13:48:13 GMT http://www.getcustomerexperience.com/strategy/powerful-tools-and-strategies-for-enhanced-customer-experience.html http://www.getcustomerexperience.com/strategy/powerful-tools-and-strategies-for-enhanced-customer-experience.html http://feedproxy.google.com/~r/custexp/~3/R0wpIEZ4fCk/listen-to-the-voice-of-customers-experiences.html <!-- {jaimage main="images/stories/rotator/listen_to_the_voice.jpg" thumb="images/stories/rotator/listen_to_the_voice_thumb.jpg"} --> <p><img style="border-width: 0px; border-style: none; vertical-align: top;" alt="dreamstimefree_716794" src="http://www.getcustomerexperience.com/images/stories/dreamstimefree_716794.jpg" width="625" height="415" /></p> <p><strong>Are you really able to hear what your customers are saying about you?&nbsp; Not only to you, but to the world in general? </strong>How well do you know, not just their voiced needs but their unexpressed needs as well? Being insightful of the said and unsaid needs of your customers is critical to creating superior value for them. Voice of Customer (VoC) is a systematic and cyclic approach that brings you closer to these customer needs.</p> <p><a href="http://www.getcustomerexperience.com/process-management/listen-to-the-voice-of-customers-experiences.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/R0wpIEZ4fCk" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Mon, 23 Aug 2010 13:37:57 GMT http://www.getcustomerexperience.com/process-management/listen-to-the-voice-of-customers-experiences.html http://www.getcustomerexperience.com/process-management/listen-to-the-voice-of-customers-experiences.html http://feedproxy.google.com/~r/custexp/~3/lQguiOcNvn4/about-us.html <div style="height: 100%; color: #000000; font-family: Arial, Helvetica, sans-serif; font-size: 11px; background-image: initial; background-attachment: initial; background-origin: initial; background-clip: initial; background-color: #ffffff; line-height: 1.5; margin: 8px;">Get Customer Experience is a blog focused on helping both end users and providers provide a WOW experience.&nbsp; Our approach is based on the understanding that in a "flat world" - where price no longer matters - experience is the only thing that counts.&nbsp; Staying competitive requires a new, holistic understanding of the new millennium of employee-customer relationships and how people want to shop and experience relationships.&nbsp; This blog focuses on a number of areas that touch the customer experience: <ul> <li>Awareness, attraction and communication of the promise for the brand values experience (BVE) conveyed to the potential customer, through touch points.</li> <li>Interaction and the customer service, the crucial layer of effort that creates an emotional bond and drives not only repeat business but word-of-mouth recommendation and grass-roots marketing</li> <li>Multi-channel, the increasingly important role of the point-of-contact, be it television, web, email, radio, literally anything that conveys the BVE in-store, online, on the phone and through the mail.</li> <li>Psychology, the awareness of employees, the mindset of the customer. beyond what he wants and is willing to pay for, an understanding of what he feels about the relationship</li> <li>Design, the tangible impact the esthetics, be they web, retail, music, dress, manner, etc., that impact the customer experience and desire to return for another experience.</li> <li>Technology, the myriad devices and disciplines that impact the customer experience at every stage along the way.</li> </ul> <div><b>Who</b><br /> Get Customer Experience is the brainchild of the marketing team at the IT Enabled Services Alliance, Inc. (www.itesa.com) which was founded in 2001 by Keith Fiveson as a contact center business process consulting firm focused on globalization factors.&nbsp; The key mission of the advisory is to enable communication, connection and globalization of the contact centre and business process experience. &nbsp;Mr. Fiveson has held executive positions at CosmoCom, BT, AT&amp;T and MCI telecommunications, where he ran the call center solutions team. &nbsp;He served in the US Army's Ballistic Missile Defense Communications Activity and holds a Top Secret&nbsp;Clearance. &nbsp;As the iTesa practice leader, he brings a deep domain knowledge and resume to client engagements. &nbsp;The global team of partners and associates has worked with clients on projects in five (5) continents; North America, Asia Pacific, Latin America and Europe.</div> </div><img src="http://feeds.feedburner.com/~r/custexp/~4/lQguiOcNvn4" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Sat, 21 Aug 2010 19:58:36 GMT http://www.getcustomerexperience.com/about-us.html http://www.getcustomerexperience.com/about-us.html http://feedproxy.google.com/~r/custexp/~3/_zba25ZvLmQ/policy.html <p>This blog is a sponsored blog created or supported by a company, organization or group of organizations. For questions about this blog, please contact &nbsp;<a href="http://www.getcustomerexperience.com/mailto:Info@itesa.com">Info@itesa.com</a>.</p> <p>This blog accepts forms of cash advertising, sponsorship, paid insertions or other forms of compensation.&nbsp; This blog abides by word of mouth marketing standards. We believe in honesty of relationship, opinion and identity. The compensation received may influence the advertising content, topics or posts made in this blog. That content, advertising space or post will be clearly identified as paid or sponsored content.<br /> <br /> The owner(s) of this blog is not compensated to provide opinion on products, services, websites and various other topics. The views and opinions expressed on this blog are purely the blog owners. If we claim or appear to be experts on a certain topic or product or service area, we will only endorse products or services that we believe, based on our expertise, are worthy of such endorsement. Any product claim, statistic, quote or other representation about a product or service should be verified with the manufacturer or provider. The owner(s) of this blog would like to disclose the following existing relationships. These are companies, organizations or individuals that may have a significant impact on the content of this blog. We are employed by or consult with: vendors, technology companies, providers of goods and services. We serve on the following corporate or non profit boards: ATA.</p><img src="http://feeds.feedburner.com/~r/custexp/~4/_zba25ZvLmQ" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Fri, 20 Aug 2010 17:54:14 GMT http://www.getcustomerexperience.com/policy.html http://www.getcustomerexperience.com/policy.html http://feedproxy.google.com/~r/custexp/~3/hXeLPEIqGzI/empowered-employee-experiences.html <!-- {jaimage main="images/stories/rotator/empowered_employees.jpg" thumb="images/stories/rotator/empowered_employees_thumb.jpg"} --> <p><img height="415" width="625" src="http://www.getcustomerexperience.com/images/stories/dreamstimefree_53917.jpg" alt="dreamstimefree_53917" style="display: block; margin-left: auto; margin-right: auto; float: left;" /><br style="clear: left;" /></p> <p>Creating magic moments for your customers each time and every time is possible. We have great leadership examples, be it the exemplary Zappos.com culture, Starbucks or Amazon.com,</p> <p><a href="http://www.getcustomerexperience.com/hr-training/empowered-employee-experiences.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/hXeLPEIqGzI" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Fri, 20 Aug 2010 13:25:45 GMT http://www.getcustomerexperience.com/hr-training/empowered-employee-experiences.html http://www.getcustomerexperience.com/hr-training/empowered-employee-experiences.html http://feedproxy.google.com/~r/custexp/~3/S4HUpJ-Ue7A/service-that-makes-you-say-wow.html <!-- {jaimage main="images/stories/rotator/sl-01.jpg" thumb="images/stories/rotator/sl-01-thumb.jpg"} --> <p style="text-align: center;"><a href="http://www.getcustomerexperience.com/index.php?option=com_content&amp;view=article&amp;id=2:2nd-global-contact-forum&amp;catid=1"><img style="float: left;" title="Sample Image" alt="sl-01" src="http://www.getcustomerexperience.com/images/stories/rotator/sl-01.jpg" height="284" width="625" /><br style="clear: left;" /></a></p> <p style="text-align: justify;">After the enormous success of the 1st Global ContactForum, the international gathering of over 1,800 Contact Center &amp; BPO professionals from around the world who came together to share knowledge, network and discuss the future of our industry, t</p> <p><a href="http://www.getcustomerexperience.com/general/service-that-makes-you-say-wow.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/S4HUpJ-Ue7A" height="1" width="1"/> info@getcutomerexperience.com (Administrator) Wed, 18 Aug 2010 21:01:07 GMT http://www.getcustomerexperience.com/general/service-that-makes-you-say-wow.html http://www.getcustomerexperience.com/general/service-that-makes-you-say-wow.html http://feedproxy.google.com/~r/custexp/~3/hxHLheUhtEs/5-ideas.html <!-- {jaimage main="images/stories/rotator/5-ideas.jpg" thumb="images/stories/rotator/5-ideas-logo.jpg"} --> <p><img height="458" width="625" src="http://www.getcustomerexperience.com/images/stories/dreamstimefree_759042.jpg" alt="dreamstimefree_759042" /></p> <p><strong>A successful Customer Experience Management program needs to rely on Innovation.</strong>&nbsp; Innovative thinking needs to reign supreme when it comes to customer service.&nbsp; In a world that is increasingly complex, where commoditization is everywhere, customers are seeking brand value experiences (BVE) that help distinguish one company’s brand from another.&nbsp;</p> <p><a href="http://www.getcustomerexperience.com/strategy/5-ideas.html">Read more...</a></p><img src="http://feeds.feedburner.com/~r/custexp/~4/hxHLheUhtEs" height="1" width="1"/> kfiveson@itesa.com (Keith Fiveson) Sat, 14 Aug 2010 16:04:03 GMT http://www.getcustomerexperience.com/strategy/5-ideas.html http://www.getcustomerexperience.com/strategy/5-ideas.html http://feedproxy.google.com/~r/custexp/~3/rZx20c5njVI/__404__.html <h1>Bad karma: we can't find that page!</h1> <p>You asked for <strong>{%sh404SEF_404_URL%}</strong>, but despite our computers looking very hard, we could not find it. What happened ?</p> <ul> <li>the link you clicked to arrive here has a typo in it</li> <li>or somehow we removed that page, or gave it another name</li> <li>or, quite unlikely for sure, maybe you typed it yourself and there was a little mistake ?</li> </ul> <h4>{sh404sefSimilarUrlsCommentStart}It's not the end of everything though : you may be interested in the following pages on our site:{sh404sefSimilarUrlsCommentEnd}</h4> <p>{sh404sefSimilarUrls}</p> <p> </p><img src="http://feeds.feedburner.com/~r/custexp/~4/rZx20c5njVI" height="1" width="1"/> info@getcutomerexperience.com (Administrator) Fri, 09 Jan 2009 12:00:00 GMT http://www.getcustomerexperience.com/__404__.html http://www.getcustomerexperience.com/__404__.html