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Useful Resources
Please find below some useful resources, which will provide you with a great deal of Customer Experience information:
CRM Resources
Engage your Customer Emotionally
Sixty-seven percent of organizations are transactional; they treat customers as a transaction, something to be processed. They are looking only at what we would call the physical, or the rational, aspects of the customer experience. They do not appreciate that 50 percent of a customer experience is about how a customer feels.
http://www.customerthink.com/article/engage_your_customers_em...
Business Case for Customer Experience
Working with business leaders who liked what they heard about the customer experience but still failed to embrace it, thought leader Colin Shaw recognized the need to give CxOs the rationale they needed to turn their businesses around. The result is his book, The DNA of the Customer Experience. Shaw discusses the book with CustomerThink founder Bob Thompson.
http://www.customerthink.com/interview/business_case_for_cus...
“Don't take that tone of voice with me!”
For many contact centres, the drive to cut costs has come at the expense of the quality of communication between frontline staff and customers. Beyond Philosophy's Steven Walden discusses his contact centre experiences - and why it's all about the agent.
http://www.mycustomer.com/cgi-bin/item.cgi?id=133216
How to Use Emotions for Profit
For most companies there is only a limited effort put in place to understand the customer emotions to evoke and avoid, hence the reward for most customers is a bland experience. But a focus on emotions could revolutionise the customer experience.
http://www.mycustomer.com/cgi-bin/item.cgi?id=133190
Customer Experience | Satisfaction Guaranteed?
Customer experience expert Colin Shaw shares his views on why he believes that by keeping your customers happy, you will also keep your staff happy.
http://www.personneltoday.com/blogs/workplace-advice/2007/08/c...
American Customer Satisfaction Index
Established in 1994 to provide a new economic indicator tracking the quality of services and products from the customer's perspective. ACSI is the only measure of the quality of economic output nationwide. Research is showing the ACSI to be a leading economic indicator and a predictor of financial performance at the firm level.
www.theacsi.org
- John Lewis
- Hamleys
- Microsoft
- Starbucks
- Stena Lines
- Mandarin Oriental Hotel
Academic Resources
London Business School - Faculty & Research
Forms a specialist unit in key research and teaching areas of operational competitiveness, service and experience design, supply chain and technology management.
www.london.edu/otm.html
London Business School - The latest research in experiential business models and practices
Professor Chris Voss is leading a team of researchers studying the emergent field of Experience Design and Management, where companies are focusing on providing their customers with memorable experiences rather than just products and services. Offering or managing experiences is seen as a powerful way to differentiate from competitors, increase revenue and boost customer loyalty.
www.london.edu/operationsandtechnologymanagement/experie...
Additional Resources
Get Satisfaction
The get Satisfaction blog discussed customer communities, the benefits of transparency and the principles of hospitality.
blog.getsatisfaction.com
Claudio Toyama
The website of Equilibrio Inc. Ltd, a stakeholder experience consultancy led by Claudio Toyama.
www.claudiotoyama.com
Service Untitled
The Service Untitled blog discusses customer service experience, examples of companies that have mastered customer service, customer service etiquette tips, and plenty more besides.
www.serviceuntitled.com
The Brand Builder
The brand builder blog features observations and advice on CRM, branding and marketing.
thebrandbuilder.blogspot.com
Customers Rock
A blog about customers, their experiences, and how businesses can make sure their customer experiences rock!
customersrock.wordpress.com
Customers Are Always
Devoted to customer service and the principles of exceptional customer services.
www.customersarealways.com
Customer World
Believes the future of enterprises and brands is all about customer management.
customerworld.typepad.com
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