Beyond Philosophy

JULY 13, 2016

Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. Econsultancy heard from the people working on the Customer Experience improvement efforts.

Customer Experience 111

Customer Experience Airlines Banking Retail 111

Experience Investigators by 360Connext

APRIL 21, 2015

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

B2B 285

B2B B2C Social Media Innovation 285

Experience Investigators by 360Connext

OCTOBER 24, 2014

While delighted to help create a better living experience through improving the customer experience with 360Connext, Jon also enjoys cooking, decorating, squishing his toes in the mud, and connecting with his creative side in any way he can.

Connections 277

Connections Brands Online Experience Customer Engagement 277

Innovative CX

JULY 1, 2020

All these activities are time well spent in the pursuit of a better customer experience. We overlook the basics of experiencing what our customers experience when they interact and buy from us. Experience the experience. See what your customers experience when working with your organization.

Customer Experience 52

Customer Experience Customer Service Representative B2C B2B 52

Kustomer

NOVEMBER 4, 2020

Customer experience (CX) is a determining factor in whether customers are loyal to a brand or not. Over 80% of companies who prioritize customer experience report an increase in revenue. 2020 brought huge changes to the business world and impacted customer service and operations across the board.

2021 52

2021 Customer Experience E-support Omnichannel 52

Experience Investigators by 360Connext

FEBRUARY 9, 2015

Make a positive example out of those employees who speak up about broken parts of the customer experience. Ask customers to share their stories with your sales teams at their quarterly retreats. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Centricity 268

Customer Centricity Social Media Consulting Leadership 268

Experience Investigators by 360Connext

JUNE 20, 2016

The post THE Customer Experience Question That Silences The Room appeared first on Customer Experience Consulting. I always feel a little bad when I inevitably silence the room with a simple question.

Customer Experience 137

Customer Experience Consulting Customers Social Media 137

Experience Investigators by 360Connext

SEPTEMBER 18, 2014

Update employees who deal directly with customers, whether in-store or via any channel, on the most current online experiences. Explain when there will be questions, such as if the Web store has a lower price on a product, and how to answer the customers who ask. Don’t leave the channels in silos.

Multi-Channel 268

Multi-Channel Social Media Call Center Retail 268

SurveySensum

FEBRUARY 24, 2023

According to Accenture’s latest research, almost 4 out of 10 customers (39%) feel that their OEM is not ready to provide a relevant customer experience. Even more concerning is that 46% of customers are willing to switch to a different OEM if it offers a better customer experience.

Automotive 52

Automotive Customer Satisfaction Touchpoint Feedback 52

Beyond Philosophy

JULY 7, 2022

It’s about brick-and-mortar retail because, after the pandemic, physical retail is bouncing back as people want a real-life experience after the lockdowns and other events. Customer Experience management has been absorbed into Customer Science in the past couple of years; how will that apply to brick and mortar?

Retail 160

Retail Online Experience Interaction Technology 160

OpinionLab

DECEMBER 18, 2018

While Cyber Monday 2018 was a huge success for online retailers, with U.S. billion according to Adobe , results could have been even higher if online retailers addressed key issues that are creating poor customer experiences. This article was originally posted on the Verint blog. sales jumping 19.7%

2018 60

2018 Retail 2017 Consumers 60

OpinionLab

DECEMBER 18, 2018

While Cyber Monday 2018 was a huge success for online retailers, with U.S. billion according to Adobe , results could have been even higher if online retailers addressed key issues that are creating poor customer experiences. This article was originally posted on the Verint blog. sales jumping 19.7%

2018 60

2018 Retail 2017 Consumers 60

Experience Investigators by 360Connext

AUGUST 9, 2017

” So this poor soul – the man or woman who has done such a good job that their reward is more responsibility and an exciting challenge – is asked to create a customer experience strategy out of thin air. They do their research, read the blogs, and the books, and even attending some webinars. Hold a workshop!

Customer Journey Mapping 181

Customer Journey Mapping Workshop Webinar Customer Journey 181

CXApp

OCTOBER 10, 2017

One major component of the modern customer experience involves personalization or customization. It’s somewhat of a gamified process that allows consumers to control the experiences or content they engage with. Online experiences, particularly on mobile, can be just as lucrative when deployed properly.

Customer Experience 40

Customer Experience Social Media Retail Touchpoint 40

Optimove

DECEMBER 14, 2023

What it means for consumers : Consumers can expect a greater influx of dynamic and visually appealing content, enhancing their online experiences.  What it means for marketers : Short-form video, live streaming, and interactive video formats will be key to engaging audiences effectively. 

2024 119

2024 Marketing Consumers Download 119

Beyond Philosophy

MAY 18, 2016

But as the New York Times reports , at least one analyst placed the blame squarely on Macy’s failure to deliver a compelling customer experience. “In many locations shops are simply not up to par; they are poorly merchandised, hard to shop, lack any inspiration, and have fairly mediocre customer service.”

Fashion 113

Fashion Retail Loyalty Consulting 113

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. What about Call to Action in the Retail Experience? The Consequence of Choice.

CEM 121

CEM 2004 Books Retail 121

Beyond Philosophy

OCTOBER 3, 2014

In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience. Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If

Leadership 154

Leadership CEM 2014 Sports 154

Experience Investigators by 360Connext

FEBRUARY 9, 2018

Mixed message can make their way into signage, marketing materials, online experiences, and countless other touchpoints within every customer journey. It’s also a great way to bring different departments together and find creative ways to close gaps in communications, processes, and the overall experience.

Touchpoint 207

Touchpoint Customer Journey Mapping Workshop Customer Journey 207

SaleMove

MAY 26, 2020

What could be a potential customer journey for a Gen Zer looking to open an account or apply for a new product? Peer references – As Deloitte’s customer experience in retail banking study found, 90% of customers trust peer references. 26% of Gen Z representatives learn about finances on social media.

Social Media 52

Social Media Banking 2002 2025 52

Beyond Philosophy

DECEMBER 12, 2016

Customers expect easy return options, real incentives for bothering to sign up for a loyalty program, and that you know the difference between them, a loyal customer making a legitimate purchase and an imposter. Some brands have a certain reputation for going above and beyond in customer service. Trade in Old Thinking for New.

Loyalty Programs 157

Loyalty Programs Books 2015 2016 157

Optimove

DECEMBER 8, 2020

Optimove and Dynamic Yield are pleased to announce a strategic integration that allows your brand to ensure each customer receives the optimal marketing treatment across all channels. The partnership unlocks the personalization and optimization of marketing campaigns and customer experiences throughout the entire customer lifecycle.

Touchpoint 78

Touchpoint Online Experience Brands Customer Journey 78

BirdEye

JANUARY 5, 2023

With the rise of social media and customer reviews, an online reputation manager has become an essential role for organizations looking to maintain a positive online presence. Investing in this position can help you attract new customers and protect your brand’s online reputation.

Management 98

Management Multi-Channel Social Media Interaction 98

Happy or Not

MARCH 30, 2020

Discover how eCommerce and digital services businesses can measure and improve the online experience with real-time customer experience insights. The post How to use real-time customer feedback to improve the online shopping experience appeared first on HappyOrNot.

Feedback 68

Feedback Online Experience Measurement Insights 68

Uniphore

DECEMBER 7, 2021

Customers may still flock to big online retailers and avoid brick-and-mortar establishments. customer service to adapt. with some creativity and a lot of data insight, retail customer experience (CX) leaders can overcome many of these holiday season challenges.?Here’s Customers liked this shift ?and

Retail 52

Retail Omnichannel Customer Service Representative 2021 52

Bold360

APRIL 12, 2021

“Before COVID , it was the under 30 customer demographic that was comfortable with self-service options ,” says Mehta. “ T oday, it’s any customer under 50. ” . Self-service tools have become more widely utilized and also more user friendly, improving the customer experience (CX).

Customer Engagement 52

Customer Engagement Engagement E-support Multi-Channel 52

SurveySensum

DECEMBER 5, 2023

So, in this blog, we’ll delve into website design feedback surveys and create a comprehensive list of 20+ survey questions. These questions are tailored to give you effective website feedback and deliver exceptional user experience. All of this is simplified with a website feedback tool !

Feedback 52

Feedback User Experience Roadmap Insights 52

Ecrion

SEPTEMBER 3, 2020

Consider how your customers navigate your website and app to identify areas for improvement and where you’ll have the best chance to engage with potential customers. How your customers experience these digital properties will influence how they perceive your business.

Customer Engagement 98

Customer Engagement Engagement Social Media Touchpoint 98

Beyond Philosophy

OCTOBER 3, 2014

In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience. Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If

Leadership 68

Leadership 2014 Sports Hotels 68

Experience Investigators by 360Connext

MAY 19, 2015

” These become the drivers instead of real action to improve the customer experience. After months of mapping a customer’s true experience, the team high fives each other and moves on to other important initiatives. Your journey mapping exercise should lead to real action to improve your customer experience.

Customer Journey Mapping 234

Customer Journey Mapping Customer Journey Workshop Social Media 234

Beyond Philosophy

JUNE 11, 2015

. – Combine both offline and online experiences, where virtual and in-person activities can be worked into gaming. His full descriptions can be seen in this blog: [link]. The intent, as in most of gamification, is to stimulate and involve the customer. Make progress and proficiency, rather than winning, the goal.

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

Beyond Philosophy

OCTOBER 3, 2014

In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience. Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If

Leadership 60

Leadership 2014 Sports Hotels 60

Optimove

AUGUST 15, 2023

A frictionless user experience. cleverly used QR codes in their print ads, inviting customers to scan and access personalized landing pages. These pages showcased the latest shoe collections and offered a unique sneaker customization experience, creating an interactive and memorable journey for their audience.

Brands 52

Brands Marketing 2025 Events 52

SurveySparrow

FEBRUARY 9, 2024

A customer journey refers to the series of experiences or steps that your customer takes from the moment they learn about your brand, interact with it, and buy from you. Over 68% of all online experiences begin with a search engine. How many clicks does it take for a customer to make a purchase?

Customer Journey 52

Customer Journey Marketing Social Media Brands 52

Beyond Philosophy

FEBRUARY 25, 2021

He had a similar reaction and set me on the route of improving the Customer Experience , and the rest is history. This global Customer Experience consultancy was named as one of the best management consultancies by Financial Times for the third year in a row this year. Now, 23 years later, I run Beyond Philosophy.

Events 78

Events Presentation Books Consulting 78

Provide Support

APRIL 13, 2016

How to Build and Maintain Digital Customer Relationships. Improving the overall customer experience is a top business priority for companies and the main driver behind their digital transformation goals for 2016, according to a new Accenture study “ Digital Transformation in the Age of the Customer ”.

Customer Relationships 43

Customer Relationships 2016 Social Media 2003 43

inmoment

MARCH 26, 2019

Today InMoment announced its integration with the Adobe Experience Cloud, but what does it mean for marketers? The short answer is that integration presents an entirely new way to look at the customer experience (CX) and gain more intelligence than ever before. Want to know more about how do we do it?

Marketing 40

Marketing Metrics Online Experience Presentation 40