ShepHyken

JANUARY 11, 2019

So when we look at the actual number of people who churn, there are more of them among higher scores. So when we look at the actual number of people who churn, there are more of them among higher scores. What is the customer feedback loop? Why the customer feedback loop is important? Companies around the world have recognized this.

Feedback 95

Feedback Blog NPS Net Promoter Score 95

Beyond Philosophy

FEBRUARY 15, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. People tend to lash out when angry.

Connections 89

Connections Loyalty Brands 2005 89

BlueOcean

DECEMBER 15, 2022

We were lucky to sit down with Tony Won, a leading specialist in player support and our very first guest in the gaming industry. Tony has already made a big impact at the Washington-based studio and is building the player experience team from scratch to create a people-first organization.

Books 156

Books Consulting Blog Customer Experience 156

ShepHyken

JUNE 8, 2018

Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? Our methods are tried-and-true: we get over 2500 queries a week. Our methods are tried-and-true: we get over 2500 queries a week. We like people to know we’re also people.” Meet Mor and Yoni, two of the Lightricks support team all-stars.

Blog 76

Blog Social Media 2018 2017 76

Beyond Philosophy

APRIL 25, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Once upon a time… These four words are the unmistakable beginning of a story, and if there is one thing we humans love, it’s stories. A story can help here.

Customer Engagement 78

Customer Engagement Engagement 2002 Workshop 78

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. I think a great self-service option is key for everyone. Shep Hyken. Three-quarters of U.S.

Blog 80

Blog Omnichannel Social Media Retail 80

ClientSuccess

FEBRUARY 14, 2023

And one of the best ways to ensure ourselves and our teams are ready to respond to challenging situations is to have the proper attitudes. In this blog post, we’ll discuss how empathy can help businesses bridge the gap between customer satisfaction and meaningful engagement, plus tips to incorporate it into your strategy.

Customer Success 80

Customer Success Customer Journey Mapping Customer Confidence Blog 80

Beyond Philosophy

MARCH 21, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Sometimes, things go wrong despite your best efforts. This situation happens everywhere. Even the most well-managed companies will have things go wrong.

Telecommunications 78

Telecommunications Customer Relationships Communication Workshop 78

CX Accelerator

OCTOBER 28, 2020

Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. Furthermore, we will hear plenty of negativity when listening to the voice of the customer. The question was, “What song sums up your aspirations as a CX leader?”. But what can I say?

Definition 281

Definition Culture Customer Centricity Blog 281

CX Accelerator

NOVEMBER 26, 2021

We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. I've had the chance to listen to many of my good friends share their career challenges with me over the past year. I work with great people and we’re building customer experience in from the start! And we get to design them!

Hospitality 182

Hospitality Travel Healthcare 2020 182

CX Accelerator

NOVEMBER 26, 2021

We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. I've had the chance to listen to many of my good friends share their career challenges with me over the past year. I work with great people and we’re building customer experience in from the start! And we get to design them!

Hospitality 182

Hospitality Travel Healthcare 2020 182

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. And our average bounce rate of 30%? It was just great.

2018 59

2018 Blog B2B 2014 59

Beyond Philosophy

AUGUST 20, 2020

Professor Melumad is an assistant professor of marketing at the Wharton School at the University of Pennsylvania and has worked a lot in a relatively new research area about people’s relationship with mobile phones. We Are More Emotional on Our Phones Than Computers. To me, this makes sense at an intuitive level.

Transportation 349

Transportation Information Technology Consulting 349

Beyond Philosophy

APRIL 18, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Personalization is a key element in doing business today. They have a feature called Spotify Wrapped, which reveals your listening behavior for the past year.

Advertising 78

Advertising Technology Brands Interaction 78

BirdEye

NOVEMBER 27, 2023

This blog isn’t about turning every customer into a lifelong friend. Be a good listener 3. Foster a customer-centric culture within the organization In this blog, we discuss more about them in detail. What’s that one thing every business must face, even when they don’t want to? It is dealing with difficult customers.

Social Media 110

Social Media Customer Service Representative Customer Centricity Customer Satisfaction 110

BirdEye

MARCH 17, 2023

Social listening is an essential tool for businesses looking to stay ahead of the competition and gain a better understanding of their customers and prospects. The insights gained from social listening can be invaluable when it comes to making strategic business decisions. Table of contents What is social listening?

Social Media 98

Social Media Feedback Insights Brands 98

ShepHyken

JULY 28, 2017

On the other hand, Facebook, which has long been the dominant player in the social media space, is apparently not resting on its laurels but is instead listening to its customers. This week we feature an article by Ted Janusz who writes about how customers are always looking for a better customer experience.

Blog 79

Blog 2004 2006 Retail 79

Brandwatch CX

JANUARY 29, 2024

Brandwatch uses our presence on sites like LinkedIn and Twitter to generate leads, so we’re going to preach what we practice. Our social media marketing guide will get you going on that front. We offer a social listening platform and to generate interest around that we need to show off what it can do and reach the right people.

Social Media 98

Social Media Brands Blog Entertainment 98

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. It can seem daunting, but you of all people should know small rituals can lead to large results. Blogs for Product Managers.

Books 80

Books Blog Management Leadership 80

Steve DiGioia

MAY 15, 2017

These are some of the comments I’ve received when I asked a few friends if I should put a chatbot on my blog. People will think you are actually there typing answers to them”. “It It keeps readers on your blog longer, you should add one”. Here are my 3 reasons why I’ll never put a chatbot on my blog. Continue reading….

Blog 55

Blog Interaction Article Technology 55

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

Culture 243

Culture Customers Customer Experience Professionals Blog 243

PeopleMetrics

OCTOBER 19, 2021

The world has changed, and the way people communicate has changed along with it. session, our customer experience experts dive into these two methods, SMS & video feedback , to show you how modern companies are using them to get not only more feedback but richer feedback that drives results in your customer feedback program.

Feedback 118

Feedback CEM E-support Download 118

BirdEye

JANUARY 19, 2023

Social listening and social monitoring are often used interchangeably, but there are some big differences between the two. In this blog post, we’ll explore the key differences between social listening vs social monitoring so that you can make informed decisions when it comes to your business’s digital presence.

Social Media 98

Social Media Brands Information Feedback 98

Beyond Philosophy

JANUARY 20, 2020

Sometimes people say no to sales offers out of habit. It starts by getting past people’s preconceived notions of what they are willing to do. You likely have a rule about not giving people $100 when they ask for it. They have rules or expectations going into the interaction that preclude them from saying yes.

Advertising 179

Advertising Consulting Sales Customers 179

ShepHyken

MARCH 4, 2022

Listening to the customer. We may not be able to solve every customer’s problem, but we can actively listen to each and every customer. Listening to the customer is very important to implementing a successful total customer experience. Here are four areas that help to deliver a total customer experience. .

Customer Experience 73

Customer Experience Social Media Touchpoint Sales 73

Customer Bliss

SEPTEMBER 15, 2016

Here’s one quote from Carmine in her interview: Vinod Khosla, billionaire venture capitalist here in Silicon Valley, where I live, tells me that the biggest problem he sees is that people are fact-telling when they pitch him. Right now, there are more mobile devices on Earth than people. The importance of digital storytelling.

Chief Customer Officer 238

Chief Customer Officer Leadership Books Reference 238

Beyond Philosophy

MARCH 7, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. However, the opposite is also true.

ROI 78

ROI Return on Investment Measurement Customers 78

Beyond Philosophy

FEBRUARY 8, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Let’s begin this week’s issue with a test. Making people aware of how they say things affects the customer’s perception.

Presentation 78

Presentation Consulting Interaction Reference 78

BirdEye

FEBRUARY 21, 2023

It’s an essential part of our everyday lives, and there are no signs it’s slowing down. billion people around the world use social media. Facebook is the most popular social media platform, where people spend an average of 58 minutes daily. Social media is also a powerful marketing tool used by businesses of all sizes.

Social Media 98

Social Media Management Multi-Channel ROI 98

BirdEye

NOVEMBER 28, 2023

In this blog, we’ll explain how to create a fool-proof restaurant reputation management process and build a 5-star online reputation. People love to talk about businesses, for better or worse. While you can’t control what people say about your restaurant, you can affect perception. But are you showing up in those search results?

Management 109

Management Social Media 2007 Reference 109

Brandwatch CX

NOVEMBER 8, 2023

The key to making the most of social media is listening to what your audience has to say about you, your competitors, and the market in general. 1) Hootsuite Hootsuite is one of the best free social media listening tools available and covers multiple social networks, including Twitter, Facebook, LinkedIn, WordPress, Foursquare and Google+.

Social Media 98

Social Media Metrics Demo Measurement 98

Daniel Group

NOVEMBER 20, 2023

In this blog, I explore B2B industry culture and offer suggestions to improve it. We are pleased to see the progress our clients have made. B2B Industry Culture: What Should You Do for Business Success? Culture is often a puzzling influence on business success. However, these changes only take the company so far. Free coffee.

Culture 52

Culture B2B 2005 Definition 52

ShepHyken

MARCH 23, 2018

How to prevent and correct: Companies that differentiate and dominate in their markets have a passion for the products or services they provide and the people for whom they provide them. Clear, consistent, authentic communication. Impact: Employees with an emotional connection to their work are more productive.

Communication 82

Communication Blog Leadership Airlines 82

Doing CX Right

SEPTEMBER 19, 2020

As Ruiz suggests, you are entitled to expect a great experience from companies you buy from but do not have a right to be mean to innocent people. Is it strictly the companies we buy from or do consumers have a responsibility in achieving a positive outcome too? We dive deep into using emotional intelligence to have great experiences.

Customer Service 126

Customer Service Social Media Blog Customers 126

Beyond Philosophy

MAY 9, 2019

In our customer experience consultancy, clients tell us customers make decisions based on price or features. However, in our research, we never find price or features are the most important things. Two parts of our minds contribute to the decisions we make. We discussed the significance of the insignificant in a recent podcast.

Net Promoter Score 151

Net Promoter Score Hospitality Consulting Retail 151

Beyond Philosophy

MAY 7, 2021

I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. Here is what we offered our fake restaurant client. In other words, start general so you can funnel down to specifics.

Customer Experience 178

Customer Experience Consulting Hotels Customers 178

Beyond Philosophy

MAY 14, 2020

In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. We spoke to Brian Ahearn, CMCT®, who is the Chief Influence Officer at Influence People in a recent podcast. Ahearn’s background was in the insurance industry.

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Consulting Interaction Definition Insurance 168