@maxieschmidt

Customer experience...Measurement...Keynote speaker...Value for Customer #forrester - Tweets are my own

 Boston Area, USA
blogs.forrester.com/maxie_schmidt_subramanian
Joined October 2009
  • Tweets1.1K
  • Following202
  • Followers1.4K
56Media
Thank you, Jackie ;-)
Jackie Maniscalco@jackiemanis16 Jun 2020
Replying to @forrester
@forrester @maxieschmidt just compared survey methodology to drinking wine in her first minute. Sold! 🍷 #ForrCx
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RIP Wunderlist. @microsoft ruined you. Not because Todo app is bad but because it’s behind MS’s fickle sign-on
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Giving to @NRDC helps fuel some of the hardest hitting court cases and campaigns in defense of our environment: on.nrdc.org/2E64d0y

Defend Our Environment by Supporting NRDC

Your gift will help save wildlife and wild places by fueling some of the hardest hitting court cases and campaigns in defense of our planet.

action.nrdc.org
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“Budget” Hotels don’t have to have Budget #CX @WyndhamGardenGM. My view from my room door. In both directions. Where is the elevator???!!! How much is an elevator sign? Should we all take up a collection??!!
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And @samsternjones ends us on a high note with his research on #PEAK #Employee that shows how to prepare and enable employees through constant change. #EX #CX #CXEurope @forrester
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Carmine Muscariello from @bouyguestelecom explains how he cleverly brought #CX closer to the source: when he took on CX, he asked to report to #IT! #unstuck #CXEurope @forrester
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EX Measurement Best Practices: What Are The Right Metrics And Data Sources? forr.com/2I3igFD via @Forrester

EX Measurement Best Practices: What Are The Right Metrics And Data Sources?

How to measure employee experience more effectively and efficiently by building an EX Measurement framework and using new data sources

go.forrester.com
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Offering me “free #personaldevice #entertainment” sounds like a #taunt if you don’t offer #plugpoints to #charge those personal devices. #UA1251 @united
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45% of companies use #NPS to gauge #CX success (recent Forr survey). Do you have the Right CX #beaconmetric? Use the interactive tool in my new report to find out forrester.com/go?objectid=RE… via @forrester
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New report alert: How to measure your customer journey performance. @CX_Joana and I just published it.
Joana van den Brink@CX_Joana29 Aug 2019
Measure And Predict Journey Performance: The New And Right Way forr.com/30GWv5T via @Forrester

Measure And Predict Journey Performance: The New And Right Way

You know customer journeys matter. But unless your company is the exception, you probably don’t know how well each journey performs. Does it . . . deliver value to customers? . . . meet short-term...

go.forrester.com
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Check out my latest article: Customer Effort: How To Measure It Right linkedin.com/pulse/customer-… via @LinkedIn

Customer Effort: How To Measure It Right

How do you measure customer effort? Most CX pros use surveys. While the question text and scale they use can differ, the resulting score measures the level of effort.

linkedin.com
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Customer Effort? Measure More Than "How Much" forrester.com/go?objectid=RE… via @forrester
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Mr S. (?) who manned the gate of #LH6339 / OS0131 at 15:10 from Vienna to FRA today was such a delight. Absolutely made my day. #cx @lufthansa @_austrian
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Maxie Schmidt retweeted
Forrester
@forrester11 Jun 2019
A successful #CX program needs both revolutionary and evolutionary change. #CXNYC @maxieschmidt
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Maxie Schmidt retweeted
Anjali Lai@anjalilai11 Jun 2019
From main stage to deep dive: Fascinating afternoon discussing the power of values-driven customers + employees, mapping how brands demonstrate values, and learning lessons from @TOMS and @patagonia #CXNYC
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Forrester's Guide To Paying Ransomware (yes, sometimes you should pay!) forrester.com/go?objectid=RE… … via @forrester @josh_zelonis @trevorlyness
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Are you an #airline #CX team trying to get better at making the #businesscase for CX? Read @mouhsian 's new ground breaking report. forrester.com/go?objectid=RE… @JetBlue @UNITEDA1RLINES @SouthwestAir @AmericanAir @lufthansa
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Best Response To Customer Feedback? Hint: It’s Not “Sorry” forr.com/2J6a35E via @Forrester
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To be absolutely clear - I mean the music blasting at us from overhead while taxying. It’s #sensory #stress added to the stress of #airtravel @AmericanAir
Maxie Schmidt@maxieschmidt23 Apr 2019
Replying to @AmericanAir
@AmericanAir - do you know that for passengers with #sensory challenges your loud music in the plane is like torture? Count this as a no vote about your musical “entertainment” program. Air travel is already stressful enough.
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Agent has no idea what he is doing. How about not using agent Marquez at a counter for special issues???!!!
Maxie Schmidt@maxieschmidt22 Apr 2019
Replying to @Delta
@delta - at check-in counter in #BOS with a delayed flight to #CDG that makes us miss a connection. Agent just gets on the phone and doesn’t tell us what he is doing. It’s been 5 min that feel like eternity
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