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Tag: customer experience
Honeywell Opens Customer Experience Center
2014-10-29 04:16:00| Chemical Processing
Honeywell opened an interactive demonstration center in Houston to give its industrial customers a glimpse into the future of managing their manufacturing operations.
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The Fleet Customer Experience Revolution
2014-09-21 21:45:11| AutomotiveDigest.com - Automotive Industry News
Which companies are setting customer experience expectations for your business? By Jeofrey Bean Knowing which companies are setting experience expectations is more important than ever. It goes beyond customer satisfaction and onto innovating the next generation customer experience. Whether on the job, at home or relaxing on vacation, your present and future customers are having experiences that impact their expectations of you and your business. According to J.D. Power and Associates Chief Research Officer Gina Pingitore, When you have a company that sets the new bar on expectations, it sets the bar for every company. For example, Amazon fundamentally changed the way that people interact and expect to interact with all online providers. You are not in competition with Amazon, yet part of your business is online. Why should you care about the Amazon customer experience? Because when people have experiences, they do not sort and compare them in neatly organized industry, product or service categories. They will compare their online experience with your company to their experience with Amazon. This is true for the entire customer experience continuum. People compare the interactions they have with your messages / promises, people, processes, products and services to those interactions they have already experienced. And chances are very good that you are being compared to the extremes, the worst and the very best experiences. READ MORE to learn how many experience leaders build a detailed and meaningful understanding of customers from a day-in-the-life perspective. The Article The Fleet Customer Experience Revolution appeared first on Automotive Digest.
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The Fleet Customer Experience Revolution
2014-08-17 21:35:04| AutomotiveDigest.com - Automotive Industry News
By Jeofrey Bean Jeofrey Bean is the co-author of the business leadership book The Customer Experience Revolution How Companies like Apple, Amazon, and Starbucks Have Changed Business Forever. What is Customer Experience? Does your company have a consistent and well-known answer that guides decisions and actions to create customer advocates? Weve asked many people within the same company and many people from different companies to tell us what they mean by customer experience. Weve learned that the chances of getting a consistent definition are small. People answer based on their experience and what their situation or role is. This is fine on an individual basis. But when youre a company seriously eying a customer leadership position so you can be better, different and more profitable, you need a consistent and well-known definition of customer experience. The absence of a consistent answer can be problematic for any decisions and activities impacting customer experience. It can lead to unfocused discussions, inconsistent service or product development and customer interactions. For any of these scenarios to be successful, there has to be a clear and consistent view of what the company and its people mean by customer experience as early as possible. READ MORE The Article The Fleet Customer Experience Revolution appeared first on Automotive Digest.
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NV Energy Implementing Integrated, IP-based Customer Experience Solution
2014-06-12 18:17:00| Transmission & Distribution World
NV Energy has selected Genesys to replace its entire customer care infrastructure with an integrated, IP-based solution to improve its customer experience and increase customer satisfaction. read more
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energy
AmeriFleet Embraces Customer Experience
2014-06-08 21:04:04| AutomotiveDigest.com - Automotive Industry News
AmeriFleet Transportation president John Norris says, "Customer experience, in its essence, is the feeling a client has through every interaction with your organization, throughout their 'journey' with you. In some businesses that journey may be simply a one-off transaction. In our case, the journey is over many, many, many years. "We build customer experience, not just through the customer service reps that are a component of customer experience, not just through the billing department, not just through the order entry folks, but at every touch point throughout the journey." We visited AmeriFleet's newly-opened Customer Experience Center this spring and talked with many of the folks who are responsible for building and delivering that customer experience; we wanted to hear how they do it. READ MORE The Article AmeriFleet Embraces Customer Experience appeared first on Automotive Digest.
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