Oracle

MAY 19, 2019

But what can therapy dogs — or any therapy animal for that matter — teach us about customer experience (CX)? “We’ve had everyone come up to us, who either misses their home or is nervous to be with a crowd.” To be among the first to know about ModernCX 2020 updates, visit this page.

2019 92

2019 Entertainment Hospitality 2020 92

MyCustomer

MAY 16, 2022

Loyalty What Netflix’s customer crisis teaches us about CX.

Customer Retention 97

Customer Retention Loyalty Customers 97

Talkdesk

DECEMBER 18, 2020

A 10-year acceleration in ecommerce buying driven by the pandemic, in combination with the seasonal spike in gift buying, is about to create an unprecedented volume of holiday retail returns. Salesforce estimates that approximately 30% of all global holiday purchases in 2020 will be returned—about $280 billion worth of lost merchandise sales.

Retail 106

Retail Apparel 2020 Touchpoint 106

Bob Hayes

APRIL 22, 2021

Finding and using these data-driven insights requires the interplay of data pros, processes and technologies. An excellent way to learn about a subject is to ask people involved in that subject. Specifically, to learn about data science and machine learning, it is good to ask data professionals who work in those areas.

Competitive Advantage 71

Competitive Advantage Insights Technology Feedback 71

Beyond Philosophy

DECEMBER 1, 2014

The recent announcement by US Airline JetBlue that they will start charging for checked baggage and reduce the legroom on some flights (to add more seats) illustrates the contrast in how different stakeholders view profits vs. the customer experience, and highlights an important behavioral economic principle. It’s hard to say.

Airlines 167

Airlines Return on Investment Travel Banking 167

Gainsight

JUNE 9, 2021

And how else was yours truly supposed to study my personal CEO coach, the one and only “World’s Best Boss,” Michael Scott: Here at Gainsight, we have no shame admitting that we’re total nerds about Customer Success and Product Experience. So, what could be more “binge-worthy” than THREE FULL DAYS OF IT!?!? over the past year?

Customer Success 52

Customer Success 2021 Entertainment Metrics 52

Forrester's Customer Insights

OCTOBER 26, 2023

If a bipartisan group of Congresspeople succeeds, the White House’s Office of Management and Budget (OMB) will increase both the oversight and visibility of US government efforts to improve customer experience (CX).

Government 56

Government Customer Experience Management Customers 56

Beyond Philosophy

AUGUST 10, 2016

Some interesting facts about Telecom consumers in the countries that make up the Asia-Pacific region revealed in the survey include: From India: Most people, (86%) want to use digital channels to interact with online businesses (like Amazon.com). The post Telecoms in Mumbai: What It Teaches Us about India and CX appeared first on.

Wireless 106

Wireless 2002 Consumers Consulting 106

ShepHyken

AUGUST 12, 2016

This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. The moment this happens; the interaction becomes about the rep instead of the customer. Shep Hyken. Read Shep’s latest Forbes Article: How To Create A Better Customer Experience.

Blog 88

Blog Customer Service Workshop 2015 88

Oracle

OCTOBER 3, 2019

What if your brand could use the data you have about customers to better target them with intent-based responses? Using the data that financial service providers collect today, financial service CX strategies can discover and react to “moments that matter.” CX technology turns data into intent-based responses.

Financial 56

Financial Banking Multi-Channel Travel 56

Beyond the Arc

SEPTEMBER 16, 2020

Finovate Fall Digital is already underway, but it’s not too late to join us. The post Finovate Fall Digital: Join us for conversations about Future Tech appeared first on Beyond the Arc. Beyond the Arc CEO Steven Ramirez is [.].

Customer Experience 52

Customer Experience Customers 52

Beyond the Arc

SEPTEMBER 15, 2020

Finovate Fall Digital is already underway, but it’s not too late to join us. The post Finovate Fall Digital: Join us for conversations about Future Tech appeared first on Blog @beyondthearc.com. Beyond the Arc CEO Steven Ramirez is the [.].

Blog 52

Blog Customer Experience Customers 52

Amity

APRIL 7, 2016

For us, while it generally doesn’t matter who and what Kanye actually is, perhaps this fact shouldn’t be overlooked: Whether we’d like to admit it or not, Kanye knows more about his "market" and his potential "market" than any celebrity living today. Never Forget about Quality. Closing Word.

Fashion 84

Fashion Technology Definition Customers 84

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. It was roughly about three years ago when I started developing Bornevia, a customer service help desk software, along with my team. Shep Hyken.

Hospitality 81

Hospitality Blog Hotels Customer Service 81

LiveChat

OCTOBER 19, 2015

They decided to show how much they care about polar bears, the stars of their campaigns. This marketing type too often is being used badly. I know: It’s a funny start for a post about superiority of cause marketing over other marketing types. Cause marketing is about making a difference. Like, for example, Coke.

Marketing 75

Marketing 2011 Advertising 2012 75

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Whether it is researching products online before purchase, asking advice about set-up or dealing with issues, consumers rely on electronics manufacturers’ digital channels for fast, accurate support.

Customer Service 76

Customer Service 2015 2014 Social Media 76

ClientSuccess

MAY 26, 2020

Here are a few important things that 2020 has taught us so far about the power of human connection in customer success: You don’t always have to be in the same room to be connected. The post What 2020 Has Taught Us (So Far) About the Power of Human Connection in Customer Success appeared first on ClientSuccess.

2020 69

2020 Connections Customer Success Government 69

Maru Group

MAY 13, 2019

It was great to hear from speakers across the industry talk about the benefits, challenges and various telecom customer experience strategies to ensure that their business places the customer at the heart of their decision making. The post Talking ‘customer’: what can Telecoms teach us about customer experience?

Customer Experience 40

Customer Experience Events Customers Feedback 40

MyCustomer

SEPTEMBER 23, 2020

Loyalty Lessons from change management to drive CX success.

Management 112

Management Loyalty 112

Myra Golden

JUNE 13, 2017

• Workshop attendees have said, “ Myra’s positive attitude really makes me feel that one person can completely change another’s state of being ” and “ Each one of us walked away with something new, and all of us feel we could have sat and listened to her for days! ”. Training is customized to your needs.

Workshop 55

Workshop Seminar Customer Service Engagement 55

Kitewheel

FEBRUARY 1, 2019

Our readers who follow social media closely may have known about the most liked post on Instagram. The Egg that Changed Everything (And Made Us Write This Blog). So What Does the Egg Teach Us? The Egg teaches us not to assume that what was true one day will be true the next. And rightfully so. Enter the Egg.

Customer Journey 49

Customer Journey Social Media Blog Reference 49

PeopleMetrics

NOVEMBER 10, 2014

The first step in identifying the areas of resistance is to think about the emotional experience from the customer perspective. Not David, Michelangelo’s representation of the biblical hero, but David, the manifestation of all the best things about your organization, people, and services.

Customer Experience 93

Customer Experience Banking Customer Centricity Customers 93

MyCustomer

AUGUST 3, 2018

Loyalty What Abraham Maslow teaches us about customers.

Customer Experience Management 52

Customer Experience Management Customer Experience Management Loyalty 52

Up Your Service

APRIL 7, 2015

The post Innovation and Process: What Football Teaches Us About Customer Experience appeared first on UP Your Service. Where do you see tradition and innovation working together to serve the clients, customers and colleagues in your organization?

Innovation 91

Innovation Customer Experience Government Customers 91

InMoment XI

MARCH 26, 2024

Reviews are also an important source of valuable feedback about your products, services, and overall customer experience. By encouraging your customers to write reviews, you can convert the happiest, most satisfied ones into vocal promoters and word-of-mouth catalysts who’ll put in a good word about your brand. Help Us Improve.

Brands 260

Brands Feedback Sales Consumers 260

Customers That Stick

FEBRUARY 4, 2016

This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. We've Moved! Update your Reader Now.

Customer Service 101

Customer Service Customers Blog 101

Currency Alliance

NOVEMBER 1, 2017

Some are simply getting accumulated by active loyalty program members and will soon be redeemed, but probably half of this balance is held by less frequent customers; and, they are unlikely to be able to put the points to much use – which will eventually lead to frustration when the points expire. And they can be motivated by them.

Loyalty 45

Loyalty 2017 Loyalty Programs ROI 45

MyCustomer

JANUARY 24, 2024

Why is Disneyland the most magical place on earth? Shrewd customer design choices, of course. Tricia Cleppe-Fortier explores Disney's "desire paths" and how this method can be adopted to enhance the customer journey and experience.

Customer Journey 100

Customer Journey Customers 100

West Monroe

SEPTEMBER 27, 2021

And while most people can’t be one of the Williams sisters, just about anyone could train to be a high-performing athlete. But if you’re ready to start seeing results instead of talking about it every year, then read on. The organization needs to move as one toward the singular vision, using the same information.

Leadership 40

Leadership Sports Measurement Healthcare 40

West Monroe

SEPTEMBER 27, 2021

And while most people can’t be one of the Williams sisters, just about anyone could train to be a high-performing athlete. But if you’re ready to start seeing results instead of talking about it every year, then read on. The organization needs to move as one toward the singular vision, using the same information.

Leadership 40

Leadership Sports Measurement Healthcare 40