BirdEye

JUNE 21, 2023

So, a well-executed customer referral program can be a powerful and cost-effective marketing strategy to attract new customers and improve customer retention rates. Customer referrals can also boost your credibility, optimize your sales cycle, and keep high-value customers engaged. How does a referral program work?

Reference 93

Reference Social Media Travel Customer Retention 93

Bill Quiseng

MARCH 1, 2021

Believing in this mantra for years, as an avid reader of the books by Dr. Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.

Books 148

Books Leadership Hospitality Consulting 148

GetFeedback

AUGUST 14, 2019

Let’s talk about customer satisfaction. . In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. Can CSAT improve customer experience? .

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

Experience Investigators by 360Connext

OCTOBER 15, 2014

It was at South by Southwest Interactive Conference about 5(!) By the time we both arrived at the party, we were well connected in person. Your writing and your audience will thank you for it. This book is a must for the modern business leader’s arsenal. How was I not in Boston for MarketingProfs B2B Forum ?

Books 275

Books Social Media Consulting Communication 275

Beyond Philosophy

MARCH 28, 2024

Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” They don’t say that in so many words, but effectively, that’s what they were asking me to do. There is no silver bullet solution for improving Customer Experience. It’s hard work.

Presentation 78

Presentation Hotels Culture Sales 78

ClientSuccess

JANUARY 16, 2023

Providing exceptional customer success begins with listening to your customers. It’s essential to create an environment of trust and open communication, where customers feel heard, valued, and appreciated. As a customer service leader, it’s up to you to ensure that their valuable feedback is not only collected but acted upon.

Social Media 64

Social Media Customer Success Feedback Demo 64

Experience Investigators by 360Connext

FEBRUARY 4, 2019

There was a time in our history when touchpoints were…finite. We could list them easily and agree easily to what they were. The list might have 5-6 things on it for a sophisticated organization. When asked, ‘how does a prospect or customer interact with your brand?’ customer service calls.

Touchpoint 187

Touchpoint Customer Experience Professionals Advertising Social Media 187

Lithium

SEPTEMBER 5, 2023

If you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Sign up today !

2023 52

2023 Webinar Metrics Social Media 52

Experience Investigators by 360Connext

FEBRUARY 4, 2019

There was a time in our history when touchpoints were…finite. We could list them easily and agree easily to what they were. The list might have 5-6 things on it for a sophisticated organization. When asked, ‘how does a prospect or customer interact with your brand?’ customer service calls.

Touchpoint 173

Touchpoint Customer Experience Professionals Advertising Social Media 173

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” (Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.”

Article 84

Article 2021 Customer Service Airlines 84

One Millimeter Mindset

SEPTEMBER 11, 2018

Often, the folks reaching out to connect on social media get our names off a list of thought-leaders or Top 50 or Top 100 “this” or “that’s ”. 1st LinkedIn message] Hi Babette, I understand you’re the author of Sales Aerobics for Engineers Blog. I’m looking to connect with thought leaders in the space. Something I do.

Communication 167

Communication Social Media B2B Connections 167

Uniphore

JUNE 22, 2021

You listen to your customers on social media. Do you listen to your customer service employees? Nobody was listening when these call center agents were ranting about their everyday challenges. Lean in and learn why we should listen to our customer service employees if we truly cared about customer experience.

Call Center 87

Call Center Contact Center Social Media 2021 87

Beyond Philosophy

FEBRUARY 22, 2024

Do any of you remember the Milgram experiment? It was a famous social experiment in the early 60s to understand how people would comply with requests. The pleas for help were recorded and played for the askers as they went through the questions. The askers who participated in the Milgram experiments were not evil people.

Culture 78

Culture Fashion Workshop Sales 78

BirdEye

FEBRUARY 29, 2024

The study reveals key insights into the dynamics of customer feedback: Online reviews grew by 5% over 2023. To help you get the best out of your investment, in this blog, we’ve discussed the ten best real estate agent review samples that’ll help you filter trustworthy real estate agents.

Financial 59

Financial Communication Marketing Demo 59

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Customer experience leaders can fall into the trap of being “busy,” but not necessarily productive when it comes to making real change at their organizations. Published on: November 06, 2019.

Leadership 77

Leadership Net Promoter Score Contact Center 2019 77

SurveySensum

FEBRUARY 6, 2024

Launch cancellation surveys – a smart way to find out why customers say goodbye, but in a friendly and helpful way. A cancellation survey is a set of questions sent to users to determine why your customers are leaving. Well, research says that businesses can win back 70% of dissatisfied customers when their issues are resolved.

Feedback 52

Feedback Demo Insights User Experience 52

Beyond Philosophy

JANUARY 23, 2015

As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want. If the kids were told there would be a punishment, kids who peeked would lie about it. Talway’s conclusion was that kids lie to appease adults.

CEM 126

CEM Books Webinar Leadership 126

Beyond Philosophy

OCTOBER 29, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. Whole villages burned; men, women and children were executed. 2] The study found price increases had twice the effect on customer switching, compared to price decreases.”.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Customers That Stick

DECEMBER 15, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Thoughts on the Customer: The Sympathetic Holiday Shopper. So what should organizational leaders take away from this survey? The Month in Customer Service Blogging.

Contact Center 126

Contact Center Document 2014 Social Media 126

Optimove

OCTOBER 31, 2021

Then, in August came Forrester’s Wave for Cross-Channel Campaign Management systems, and we were proud to share our recognition as “Leaders.” ” Finally, just a few weeks ago, we were especially celebratory, as we announced a $75M growth investment. Content models for customization are readily available.

Insights 71

Insights Multi-Channel Document 2020 71

SurveySensum

JANUARY 24, 2024

Along with success, Alice also saw a plethora of feature requests from her customers, including her high CLV customers. Users typically submit their feature requests to express their needs, address pain points, or propose improvements that they believe would enhance their experience with the product.

Roadmap 52

Roadmap Feedback Demo Customers 52

Beyond Philosophy

OCTOBER 31, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. Whole villages burned; men, women and children were executed. 2] The study found price increases had twice the effect on customer switching, compared to price decreases.”

Customer Experience 152

Customer Experience Banking CEM Reference 152

SurveySparrow

NOVEMBER 15, 2019

As our readers know, SurveySparrow is always hard at work, building next-generation digital tools designed to help you enhance your Customer Experience (CX) initiatives (see our online survey tools , our offline survey tools , or our chatbot tools for example). Then around 2014, you began delving into the customer experience sector.

Advertising 71

Advertising E Commerce Magazine E-support 71

Michelli Experience

AUGUST 1, 2017

Over the past couple blogs, I reported a trust gap , emphasized the need to extend trust to customers , and outlined an initial list of qualities possessed by trustworthy leaders. This week I’ll look at one of the greatest opportunities every leader and company has when it comes to building trust. Zappos Example.

Magazine 45

Magazine Leadership 2015 Hotels 45

Zonka Feedback

OCTOBER 1, 2022

Nowadays, most users prefer to use products that they can use easily and smoothly without getting stuck on something and then following a long process of raising tickets and waiting for customer support agents to respond. However, merely introducing new features from time to time will not work. What is Product Improvement?

Feedback 96

Feedback Social Media Roadmap Customer Satisfaction 96

ClientSuccess

AUGUST 24, 2021

It’s no surprise the handoff from sales to customer success is one of the trickiest parts of the customer success journey. It doesn’t help, either, that this handoff happens early on in the customer success journey. Check out the steps your team can take to optimize your sales through onboarding customer experience: 1.

Download 52

Download Presentation Sales Document 52

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

2016 267

2016 Innovation Marketing Insights 267

ChurnZero

MARCH 4, 2022

This article is adapted from a session presented by Amy Manning , vice president of Customer Success at Lawgeex from BIG RYG, ChurnZero’s annual Customer Success leadership summit. To help illustrate this theory at a fundamental level, Amy suggests conducting a simple science experiment. Manage customer feedback.

Customer Success 95

Customer Success Presentation Article Customers 95

SurveySparrow

JULY 6, 2022

You’ll thank us later! In this blog, we’ll cover: What is Managerial Competency? And it starts with the manager or team leader. They are the glue keeping the bond between decision-makers and the rest of the employees strong. The word may be jargon, but it is crucial for any organization, big or small.

Culture 52

Culture Apparel Communication Innovation 52

Optimove

OCTOBER 4, 2022

Of course, the ultimate goal of looking at emerging trends in the mobile app development space is to ensure you’re meeting rapidly changing user expectations and delivering a customer experience that they’ll never have to seek elsewhere (aka, with your competitor). Let’s jump in and see where we’re headed …. Improved engagement?

2023 52

2023 2025 2024 Competitive Advantage 52

PeopleMetrics

MAY 7, 2015

Well, because I was thinking: If your customer were an egg, what are the odds they’d make it through your customer experience intact? Well, because I was thinking: If your customer were an egg, what are the odds they’d make it through your customer experience intact?

Customer Experience 94

Customer Experience Net Promoter Score B2B Telecommunications 94

PeopleMetrics

MARCH 26, 2018

Are you familiar with all the different ways your customers interact with your business? Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Optimizing the feedback collection experience.

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Touchpoint Feedback CEM 2001 86

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you?

Customer Centricity 71

Customer Centricity Article 2020 Hospitality 71

C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you? Five Rules of Customer Observation for Greater Success.

Customer Centricity 62

Customer Centricity 2020 Hospitality Article 62

Qualtrics

JULY 9, 2019

I am grateful to Centers for Medicare and Medicaid Services (CMS) for their tremendous impact on the movement of patient experience in healthcare – but it’s time to modernize the program. Thank you CMS for the push we all needed to refocus on the people we serve and provide a mechanism to elevate their voices to the table.

Healthcare 33

Healthcare 2008 Hospitality 2007 33

ClientSuccess

APRIL 11, 2018

For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. From : Adam Kuznia , Chief Customer Officer. I love that; as our clients are successful, we’re successful.

Chief Customer Officer 40

Chief Customer Officer Books Customer Success Culture 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

The Most Misunderstood Thing About Customer Experience Design from Joe Wheeler on Vimeo. Thank you so much for joining today’s webinar. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. Joe is co-author of two books on the subject customer experience.

Customer Experience Design 40

Customer Experience Design Customer Experience Webinar Return on Investment 40