Horizon CX

APRIL 6, 2021

I first wrote and published this blog topic back in July of 2015. Below is the revival of my original blog post from 2015. Customer Experience encompasses a multitude of sub-disciplines and covers a substantial ground in the world of business. Prince who was the co-creator of Synectics.

2002 59

2002 2015 Books Communication 59

ijgolding

JANUARY 27, 2016

I am therefore delighted to feature John’s first ever blog post – one that I am sure you will enjoy reading as much as me. Albert Einstein was not all about science and his famous relativity theory. Would you build your own house on such sandy ground? John Upton has become someone I consider a friend and a mentor.

Hospitality 65

Hospitality Social Media Metrics Measurement 65

ChurnZero

FEBRUARY 23, 2023

If your company has been chasing net new customers and is only now shifting its attention to existing customers, you may have a lot of ground to make up. This blog post aims to help you with that. The challenge is that growth through retention and loyalty requires “strong customer relationships.”

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

ChurnZero

FEBRUARY 23, 2023

If your company has been chasing net new customers and is only now shifting its attention to existing customers, you may have a lot of ground to make up. This blog post aims to help you with that. The challenge is that growth through retention and loyalty requires “strong customer relationships.”

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

CSM Magazine

NOVEMBER 8, 2021

You can find many well-established theories and models of organization. Yet, this knowledge would allow you to easily find a middle ground in any situation without jeopardizing normal relationships with your colleagues. This way, you get to learn ten times more than just reading blogs and books about speaking with people.

Leadership 52

Leadership Presentation Workshop Events 52

CX Journey

AUGUST 29, 2018

These examples help ground this book in practical examples, showing what businesses need to manage in practice, not just aspirational statements and PR. Four principles to ensure the Customer Wins every time As well as the many practical examples, from firms like John Lewis, Zappos, and Autoglass, Gerry also shares some models and theories.

Books 34

Books Hotels Consulting Culture 34

Beyond Philosophy

NOVEMBER 14, 2017

Richard Branson and Herb Kelleher never studied HR theory or staff management principles. The post Flying High and Well-Grounded: How Virgin and Southwest Practice Airline Employee Ambassadorship appeared first on. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Airlines 87

Airlines Culture Consulting 2018 87

Totango

JUNE 2, 2020

An effective customer success crisis plan should cover all of the following ground, regardless of the specific type of crisis you are planning for. Formulating a crisis plan is pretty straightforward in theory. So what does a good customer success crisis plan entail? Managing Customer Success in a Crisis.

Customer Success 62

Customer Success Customers Communication Customer Base 62

Beyond Philosophy

NOVEMBER 8, 2017

Unfortunately, a satisfied customer may also switch, on the theory that he could not lose much, and might gain.”. Edwards Deming, the late internationally-renowned quality expert, identified satisfaction as an insufficient state of acceptance, saying: “It will not suffice to have customers that are merely satisfied.

Customer Satisfaction 60

Customer Satisfaction Connections 2015 2016 60

Beyond Philosophy

NOVEMBER 18, 2021

In our terminology, this idea that Scarcity increases value appears in economics, and it’s the premise for what economists often refer to as Commodity Theory. These details are crucial when you make actual decisions on the ground. This concept is what makes Black Friday a thing. .

Consumers 88

Consumers Books 2020 Reference 88

2020 Research

JUNE 5, 2023

Theoretical Sampling Theoretical sampling is a sophisticated and strategic technique that can help researchers develop more in-depth and nuanced theories from their data. This approach allows researchers to refine their research question and theory based on the data they collect rather than forcing their data to fit a preconceived idea.

Consulting 52

Consulting Insights Books Article 52

Amity

OCTOBER 12, 2017

As someone who studied history, I preferred to use facts and evidence rather than theories and methodologies as the main guides in my decision-making process. This post first appeared on Chad's blog Enlightened Customers. I’m not someone who likes methodologies as I like to keep a clear perspective and be open to change.

Customer Success 61

Customer Success Net Promoter Score Customer Journey Metrics 61

Amity

OCTOBER 12, 2017

As someone who studied history, I preferred to use facts and evidence rather than theories and methodologies as the main guides in my decision-making process. This post first appeared on Chad's blog Enlightened Customers. I’m not someone who likes methodologies as I like to keep a clear perspective and be open to change.

Customer Success 49

Customer Success Net Promoter Score Customer Journey Metrics 49

ClientSuccess

NOVEMBER 29, 2017

Jobs to Be Done Theory. Clay Christensen, author of Competing Against Luck , presents this a little differently, calling it the “Jobs to be Done Theory.”. Clay Christensen, author of Competing Against Luck , presents this a little differently, calling it the “Jobs to be Done Theory.”. What problems were you solving for them?

B2C 40

B2C Innovation Customers Customer Success 40

Customers That Stick

MARCH 11, 2015

HERO is not about theory; HERO is about results. Here is the back cover description of the book: “In Be Your Customer’s Hero , Adam Toporek tackles not just the theory of customer service strategy, but the day-to-day actions that can truly elevate the experience for customers and employees alike. Straight talk. Effective techniques.

Books 139

Books Customer Service Training Social Media Blog 139

Natalie Petouhof

MARCH 6, 2017

I’m excited because it will be an interactive summit, grounded in concrete ideas, science and real-world applications, not just theory. The speakers will share research, insights and strategies for building the culture of a company that magnetically attracts the top talent.

Culture 40

Culture Competitive Advantage 2015 2012 40

Grade.us

AUGUST 18, 2020

Map Maker was the original attempt and worked well but you had to edit, suggest from within map maker and not on the ground so to speak. The actual Local Guides site has basically become a micro blogging site now with very little to do with Map innovation, sad but true. This interferes with the data integrity of the system.

Social Media 58

Social Media Events Connections Information 58

Gainsight

SEPTEMBER 24, 2019

This is a blog about how to create a strategy for dealing with sponsor change. But no matter how sophisticated we get, there’s one thing every B2B company deals with that will almost always be an issue for the Theory of Customer Determinism: sponsor change. Customer Chaos Theory. Data, determinism, and demons.

Chief Customer Officer 12

Chief Customer Officer Events B2B Information 12

Beyond Philosophy

OCTOBER 14, 2021

We have a few behavioral sciences theories that apply, like Confirmation Bias , which is how we look for evidence that supports the view we already have rather than opposing viewpoints. First, the scientific community settles in on a theory or understanding of things. Scientific progress often means proving something wrong.

2002 78

2002 Culture Advertising Sports 78

Interactions

SEPTEMBER 24, 2020

This blog is written courtesy of Interactions R&D team. Natural language analysis and generation systems were grounded in a mathematical analysis of the syntax of human language. The first generation of speech synthesis, articulatory speech synthesis, was based on an analysis of the human speech production system.

Metrics 71

Metrics Technology Culture Measurement 71

transcosmos Information Systems

OCTOBER 17, 2018

This theory is based on the observation of Intel co-founder Gordon Moore that the number of transistors in a densely integrated circuit doubles during that time, while the costs are halved. But now, 3D printing is set to break new ground by introducing 3D metal printing in 2019. 3D Printing.

2019 48

2019 Technology 2018 Innovation 48

Grade.us

APRIL 22, 2019

If our client is in an area where there's been an influx of fake listings, we'll help try to remove some of those fake listings, which in theory will help increase visibility for our clients. There's really just no substitute for actually talking to people on the ground who have worked with another agency to get their experience.

Social Media 20

Social Media Marketing Metrics Seminar 20

Strativity

AUGUST 15, 2017

From Theory to Execution. The journey has now transitioned from conference room theory to on-the-ground reality. This blog was first published by Loyalty360 and may be found at: [link]. Let’s talk about the latter– the “big” program. You might select a third-party partner to help plan, design, and develop your program.

Government 40

Government Workshop Engagement Contact Center 40

Strativity

AUGUST 15, 2017

From Theory to Execution. The journey has now transitioned from conference room theory to on-the-ground reality. This blog was first published by Loyalty360 and may be found at: [link]. Let’s talk about the latter– the “big” program. You might select a third-party partner to help plan, design, and develop your program.

Government 40

Government Workshop Engagement Contact Center 40

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Beyond Philosophy

NOVEMBER 22, 2019

It was as if it was a meeting place for like-minded people with common ground. . He arrived at this theory by comparing the ratio of brain sizes and group sizes in his study of non-human primates. If you enjoyed this post, you might be interested in the following blogs and podcasts: WHAT AFFECTS CUSTOMERS PERCEPTION OF PRICE?

Brands 25

Brands Banking Loyalty Connections 25

NetBase

JULY 24, 2019

Access to digital data makes this a much easier to accomplish in theory – but with so many new competitors entering the game every day, any intelligence effort can quickly become time consuming. This is particularly useful if you publish blogs or other publications and want to measure yourself against the rest of your field.

Social Media 78

Social Media Metrics Brands Events 78

Currency Alliance

NOVEMBER 14, 2018

This blog serves two purposes. First, it gives marketers a basic grounding in economics which can directly impact on your loyalty strategy, complete with real-world examples of brands putting the theory into practice.

Loyalty 45

Loyalty Loyalty Programs Travel Hotels 45

Grade.us

APRIL 8, 2019

I got a couple of friends who were going to come and speak at the first one, just to get it off the ground. In theory, my speaker roster should be empty, but people keep coming. Even just getting friends to come and speak at the first few events while you get yourself off the ground. Everyone said, " Oh, this is a great idea.

Events 36

Events Travel Marketing Consulting 36

Strativity

DECEMBER 20, 2016

Currently, there is no mechanism for applying current theory and research to public policy formulation. Step 3: They’ll email you an update from our on-the-ground medical partners after the birth. The Evolution Institute uses evolutionary science to solve real-world problems. We aim to provide the mechanism.

Healthcare 40

Healthcare 2001 Banking Hospitality 40