1.
Q&A with Top Customer
Experience Influencers
CX Day 2014
October 7, 2014
Insights from the Forefront of Customer www.insidecxm.com Experience Management

2.
InsideCXM – Meet the Experts
InsideCXM is a thought leadership blog dedicated to advancing the
practice of Customer Experience Management (CXM). The sites’ mission
is to share valuable insights that provide a trusted resource for senior
CXM practitioners to reference as they develop and implement CXM
strategies and programs in their organizations.
Articles are contributed by some of today’s top CX professionals,
including digital content and social strategists, C-level executives,
industry bloggers, CX practitioners and published authors. Each
InsideCXM author was asked to share their perspective on Customer
Experience by responding to the same set of questions.
In this slide deck we reveal the questions and the top 3 answers
presented by these CX luminaries.
2 |www.insidecxm.com

3.
Q&A with Top Customer Experience Influencers
What excites
you about
customer
experience?
3 |www.insidecxm.com
The rise of social media and the
social consumer has made
customer experience a primary
“pillar” of marketing. Customers
are no longer buying products
and services – they are buying
experiences delivered via the
products and services.
Gregory
Yankelovich
Customer Centricity
Whisperer

4.
Q&A with Top Customer Experience Influencers
What excites
you about
customer
experience?
4 |www.insidecxm.com
I love creating customer
amazement. Love it when a
customer comes back, becomes
loyal and tells others about the
experience.
Shep Hyken
Customer Service &
Experience Expert
// Shepard
Presentations

5.
Q&A with Top Customer Experience Influencers
What excites
you about
customer
experience?
5 |www.insidecxm.com
Customer experience is the
source of any entity’s
lifeblood. Get it right, and people
will love you and help you grow
organically. Get it wrong, and
you’re reduced to constantly
enticing customers to help you
grow, or possibly, dying.
Lynn
Hunsaker
Customer
Experience
Optimization
Strategist

6.
Q&A with Top Customer Experience Influencers
When did you
first get
involved in
customer
experience
management?
6 |www.insidecxm.com
It was in 1998 when I was part of
a team bringing online for the
first time and offline experience
of insurance quoting. I realized
this was a bigger issue than just
communication & technology.
Since then, my entire focus has
been on customer experience.
Jeannie
Walters
Chief Customer
Experience
Investigator & CEO
& Founder

7.
Q&A with Top Customer Experience Influencers
When did you
first get involved
in customer
experience
management?
7 |www.insidecxm.com
The minute I started working in
sales and marketing. Everything
we do as salespeople and
marketers revolves around the
experience we are creating,
selling, and managing. Ted Rubin
Social Marketing
Strategist,
Keynote Speaker
& Brand
Evangelist

8.
Q&A with Top Customer Experience Influencers
When did you
first get
involved in
customer
experience
management?
8 |www.insidecxm.com
As a former CFO who found his marketing
calling about ten years ago, I can tell you
the switch flipped for me when I got out
from behind my spreadsheets and actually
started meeting with customers. It was eye
opening to hear the challenges they had
understanding what we do, using our
services, and even getting hold of a live
person to help them. Ironically, it also
transformed my perspective on how
important customer experience
management is to building a financially
well-run company.
Carter
Hostelley
Founder & CEO
of Leadtail

9.
Q&A with Top Customer Experience Influencers
Why do you
feel it’s
important to
contribute to
InsideCXM?
9 |www.insidecxm.com
I think developing a customer
experience management
community is key. Sharing
knowledge and pushing this as
a discipline will mean improved
experiences for customers.”
Colin Shaw
Founder & CEO
of Beyond
Philosophy

10.
Q&A with Top Customer Experience Influencers
Why do you
feel it’s
important to
contribute to
InsideCXM?
10 |www.insidecxm.com
Authenticity and generosity are
two important attributes in
today’s social world. InsideCXM
has both in spades.
Linda
Ireland
Co-owner &
Partner of Aveus

11.
Q&A with Top Customer Experience Influencers
Why do you
feel it’s
important to
contribute to
InsideCXM?
11 |www.insidecxm.com
InsideCXM provides its audience with
great insights and information on
customer experience strategy
development. There are some great
voices on this site and to be able to join
them by seeking out relevant news and
research is an honor. There is a lot of
information out there today – too much
to read it all. My goal is to find the most
useful insights and pull them together in
a quick synopsis for everyone to keep
up to speed.
Barb
Mosher
Zinck
Contributing
News Editor for
InsideCXM

12.
Q&A with Top Customer Experience Influencers
What do you see
as the next big
trend in
customer
experience
management for
2014?
12 |www.insidecxm.com
I hope we spend more time
investing in the employees who
deliver the experience. I don’t
know if this is a trend or not, but
it should become one.
Andy
McFarland
Customer
Experience
Thought-Leader

13.
Q&A with Top Customer Experience Influencers
What do you see
as the next big
trend in
customer
experience
management for
2014?
13 |www.insidecxm.com
This year and the next few
years, I think understanding
customer behavior at
a granular level will be the
big trend along with
predictive analytics.
Colin Shaw
Founder & CEO
of Beyond
Philosophy

14.
Q&A with Top Customer Experience Influencers
What do you see
as the next big
trend in customer
experience
management for
2014?
14 |www.insidecxm.com
Two answers here. I believe that what
is referred to “mobile” has barely
scratched the surface. The ability to
enhance the customer’s experience
and how we market to them will be
revolutionary. Also, video will play an
important role in the customer’s
experience. Customers will be able to
chat with service and sales people over
their smartphones via video. They will
be able to look at products via
video. They will be able to connect with
customers via video chat. Again, this is
just scratching the surface
Shep Hyken
Shep Hyken
Customer Service
Customer Service &
Experience Expert
& Experience
Expert // Shepard
// Shepard
Presentations
Presentations

15.
Q&A with Top Customer Experience Influencers
What’s the best
piece of advice
you can offer to
companies
looking to
optimize
customer
experience?
15 |www.insidecxm.com
Focus on the relationship
first, getting to know your
prospect and giving them
reasons to stay engaged...
not just getting them to
react.
Ted Rubin
Social Marketing
Strategist,
Keynote Speaker
& Brand
Evangelist

16.
Q&A with Top Customer Experience Influencers
What’s the best
piece of advice
you can offer to
companies
looking to
optimize
customer
experience?
16 |www.insidecxm.com
Get people to realize this is
not a quick fix, customer
experience is not just
rational, over 50% of
customer experience is
about how a customer feels.
Additionally, getting
senior management
engaged in this area is
critical.
Colin Shaw
Founder & CEO
of Beyond
Philosophy

17.
Q&A with Top Customer Experience Influencers
What’s the best
piece of advice
you can offer to
companies
looking to
optimize
customer
experience?
17 |www.insidecxm.com
Recognize that everyone needs
to be involved in creating the
customer experience – even
people that feel they have no
connection with the
customer. Customer service
isn’t a department, it’s a
philosophy to be embraced by
everyone in an
organization. When that
happens, it can only positively
impact the customer experience.
Shep Hyken
Customer Service &
Experience Expert
// Shepard
Presentations

18.
Q&A with Top Customer Experience Influencers
Tell us about
your favorite
customer
experience.
18 |www.insidecxm.com
My favorite customer
experiences are the ones
that are memorable, that
give employees the ability to
put their personality on it,
and that pulls me back.
Jeanne Bliss
Worldwide
Keynote
Speaker &
President of
CustomerBLISS

19.
Q&A with Top Customer Experience Influencers
Tell us about
your favorite
customer
experience.
19 |www.insidecxm.com
Any time that a company
demonstrates that it truly
cares about its customers is
a great experience to me.
About a year ago, I was
in an accident, and AAA
SoCal handled my claim
and the experience in just
that manner.
Annette Franz
Gleneicki
Customer
Experience
Executive

20.
Q&A with Top Customer Experience Influencers
Tell us about
your favorite
customer
experience.
20 |www.insidecxm.com
I think that both Apple and Starbucks are at
the forefront of customer experience
management. They both try to minimize
pain points in the customer experience. I
think that the first time I bought something in
the Apple store without having to go to the
register was amazing. As I walked out of
the store, I thought that security would come
and ask for a receipt or something. Just
walking out and not being hassled by
anyone or having your bags searched is the
way it should be. It brings you slightly back
to a simpler time in the world where
customers and merchants knew and trusted
one another.
Rick Ramos
Author & Online
Marketing Expert

21.
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