Experience Investigators by 360Connext

JULY 6, 2021

The charter is a brief document to align the vision, purpose, responsibilities and roles for achieving customer experience success. How can you prioritize customer experience efforts in a way that’s fair and aligned with your overall goals? Ideally, the CX Team will review critical CX measurements and insights on a regular basis.

Document 358

Document Net Promoter Score Government Leadership 358

SurveySparrow

DECEMBER 23, 2023

It’s a quick and easy way for businesses to understand customers’ thoughts. Recently, when buying sports shoes at Decathlon, I noticed something cool. Whether it’s a simple rating or detailed questions, businesses can customize it. The Impact: By collecting real-time feedback, the brand refines its offerings.

Feedback 52

Feedback Sports Events Touchpoint 52

Qualtrics

OCTOBER 1, 2020

You wouldn’t expect to see a children’s toy commercial late at night, beer commercials during Saturday morning cartoons, or a sports figure during afternoon soap operas. In turn, these can be used to gain insight about specific customer groups. Sign up for a free account and get started gaining valuable demographic insights.

Insights 49

Insights 2008 2013 Sports 49

C Space

APRIL 21, 2020

The Brand Move Roundup – April 21, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. All stories are free to stream on desktop, laptop, phone or tablet.

2020 52

2020 Brands Hospitality Entertainment 52

Optimove

FEBRUARY 8, 2024

Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more The Big Picture: 5 Keys to Being Not Too Generous Acknowledge Overgenerosity: Marketing generosity is like an addiction. Once they are a customer, do you know how to optimize their lifetime value?

Marketing 52

Marketing Omnichannel Download Sports 52

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Let’s look at a sports analogy for enlightenment. So, what does it mean?

Voice of Customer 62

Voice of Customer B2B Leadership Workshop 62

Lumoa

JUNE 14, 2023

Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. According to CustomerGauge’s 2022 report , NPS sports an impressive 41% trust rating among B2B businesses – higher than any other rating system of its kind!

NPS 83

NPS Customer Centricity Loyalty Presentation 83

PK

MAY 12, 2020

Having a robust digital presence is unquestionably critical for any consumer brand. As digital technology continues to evolve at a rapid pace, consumer expectations of brands’ digital experiences evolve along with it. In short, mobile empowers brands to engage customers in new ways. Focus on convenience.

Loyalty 52

Loyalty Loyalty Programs Apparel Rewards Programs 52

ClearAction

NOVEMBER 4, 2020

In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide — to be vital to survival. The best way to be nimble and lean — to grow — is to tightly align with customers. Persistent Forces for 2021. Not likely.

2021 77

2021 Customer Experience Workshop Wireless 77

Lumoa

JUNE 9, 2020

Focus the brunt of your eCommerce customer experience strategy work on making the buying process as easy as possible, and your customers will remember that long after they’ve received and started enjoying their purchase. Take, for example, functional kids’ wear brand Reima.

Customer Experience 83

Customer Experience Feedback 2025 Retail 83

Customers That Stick

NOVEMBER 13, 2014

This was my first introduction to the saying, ‘the customer is always right’ While I think much can be said about that expression, at the time, it was the first time I recognized that I had customers. Tell us how one outside influence impacted your customer service or customer experience thinking.

Customer Experience 137

Customer Experience Contact Center Sports Social Media 137

GetFeedback

JANUARY 6, 2020

To meet the needs of the emerging B2B consumer, B2B marketers need to rethink and evolve every aspect of their strategies, programs, and tactics, from branding to lead generation and post-sale engagement. Businesses need to be better at treating customers as individuals , each with their own goals and preferences.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Forrester's Customer Insights

JULY 7, 2021

We use it to send texts to friends, send emails to colleagues, tune in to watch our favorite sports teams, and much more. Yet many brands are still wondering, “What is the future of mobile?” Where Is Mobile Headed In 2021 And Beyond? Mobile is everywhere. ” Backed by Forrester’s extensive […].

Sports 41

Sports 2021 Brands Customer Centricity 41

C Space

FEBRUARY 11, 2020

Charles Trevail is the Global CEO of C Space and Interbrand as well as the host of Outside In , a customer centricity podcast. A leader in the consulting world for more than 20 years, Charles has a successful track record of reinventing companies, brands, and experiences through co-creation and collaboration with customers.

Net Promoter Score 52

Net Promoter Score Customer Centricity 2005 Banking 52

C Space

FEBRUARY 12, 2020

A lot of the big players in the subscription economy are tech brands. And there’s a good chance they’ll have a stronger emotional connection with the Fender brand, too. One of the big lessons or advantages in this new business model is that you have a two-way relationship with your customers. We can learn. We All Need Friends.

Customer Centricity 52

Customer Centricity Net Promoter Score Entertainment Banking 52

SurveySensum

JULY 20, 2023

Recently, I went to H&M, my favorite brand, to snag a new pair of jeans. To address this, we have put together a comprehensive guide that provides insights into common pain points in both digital and in-store retail experiences , providing actionable strategies to resolve them. So, I asked a salesperson to help me.

Retail 52

Retail Feedback 2023 Social Media 52

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Now, luckily for everyone and especially the customers, more and more brands put more and more effort into developing its customer experience. Is customer centricity already part of the company DNA and culture?

2018 129

2018 Customer Experience Customer Centricity Culture 129

C Space

FEBRUARY 12, 2020

you think about your brand strategy in a world that no longer has sustainable competitive advantage to rely on? Let’s take an example: When YouTube emerged as an innovation, was Gillette’s CMO worrying about whether it threatened the investments made in brand equity and management? What’s an incumbent brand to do? Possibly not.

Net Promoter Score 52

Net Promoter Score Customer Centricity Travel Banking 52

SurveySparrow

JULY 5, 2022

If you are going to make it difficult for your customers to download your app from the play store or add items to the cart, they might even leave you for a competitor. Whether you accept it or not, your customer is going to have an experience with your brand. To begin with, you need to create user personas for your brand.

User Experience 52

User Experience Travel Apparel Technology 52

C Space

FEBRUARY 12, 2020

One of the biggest mistakes that companies and brands make is they market the middle. Peter McGuinness, President at Chobani, explains the brand’s success and why it’s not just about yogurt, but about the purpose and authenticity of the brand. We didn’t decide to create a foundation eight years in when the brand got stale.

Marketing 52

Marketing Customer Centricity Net Promoter Score Banking 52

Qualtrics

JANUARY 29, 2021

Through a chain of professions including sports marketing, inside sales, event management, and corporate learning and development, Aimee built a strong passion for monitoring, measuring, and creating better experiences. Aimee grew up a sports fan. From practitioner to advisor. On becoming a well-rounded XM professional.

Sports 26

Sports Culture Leadership 2012 26

Currency Alliance

MARCH 21, 2019

TechCrunch reports that brands such as Airbnb, Disney, and Twitter have seen a 75% reduction in development lead times by migrating to microservices[i]. Decathlon athletes must be very good at 10 sports and excel at 3-4 to win competitions – but in any one sport, they are rarely the fastest, strongest, or most agile.

Loyalty 58

Loyalty Banking Loyalty Programs Brands 58

Customers That Stick

JANUARY 22, 2015

Customization information can be as simple as your customer’s birthday or the number of people in their household — or it can be as unique as an athletic shoe store asking a customers’ favorite sports team. This “extra” information will help you know your customers in a more personal way.

Information 119

Information Customer Service Training Magazine Sports 119

Currency Alliance

SEPTEMBER 17, 2019

In this new content series, we show what a world-beating loyalty program would look like in four different sectors, and discuss the brands currently showing the potential to build that ‘world-beating’ program. Competition and opportunities have proliferated beyond travel brands’ core markets. Obviously, this graphic is not exhaustive.

Loyalty Programs 40

Loyalty Programs Travel Loyalty Airlines 40

Kustomer

NOVEMBER 4, 2021

Jarvis shares his secrets to creating the perfect experience for his customers through mapping personas and using the right technology to supplement his team’s efforts. Listen to the full podcast to learn more about how you can get a 360 view of your customers. Bridging the Gap Between Brand and Customer.

Sports 98

Sports Customers Document Sales 98

Thunderhead

JULY 15, 2019

We must pull insight from (1) all journeys , spanning (2) all touchpoints , and most critically, (3) all time. In this case, Louise was happy with her experience because the brand demonstrated empathy and added value. There are three critical inputs forging our understanding of intent, as seen in the illustration below.

Multi-Channel 65

Multi-Channel Touchpoint Customer Centricity Call Center 65

Qualtrics

FEBRUARY 17, 2021

have realized that customer experience analytics and direct customer feedback are the hallmarks of building effective situational intelligence. CX teams have come a long way in helping digital product teams incorporate customer research and voice of customer data into problem resolution, product planning, and design scenarios.

E Commerce 26

E Commerce Webinar Metrics E-support 26

C Space

SEPTEMBER 27, 2019

Kawasaki is the pioneer of evangelism marketing, of bringing brand and customer benefit together. In an episode of the Outside In podcast , the Chief Evangelist shares funny, heartwarming and insightful stories from a life spent spreading good news to customers. Are customers connecting with your brand?

Net Promoter Score 40

Net Promoter Score Social Media Books Connections 40

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. We asked 15 experts these three questions to figure out what direction industry is taking: How do you see the future of customer experience? How to overcome those challenges?

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Optimove

MAY 4, 2022

So many things are explicitly tailored to our personal preferences; the product recommendations we see on Amazon, our Netflix experience, gym memberships and healthcare plans, even the products we buy for our pets are becoming customized. One such brand is gaming operator BetMGM, an Optimove client. These are the basics.

Marketing 52

Marketing Multi-Channel Sports Healthcare 52

Optimove

JANUARY 27, 2021

SKS365 will leverage Optimove’s solution to create, orchestrate, measure, and optimize CRM journeys for millions of registered players, including those of its flagship brand, Planetwin365. Not only one of the fastest-growing sports betting portals in Europe, Planetwin365, is also the number one sports bookmaker in Italy.

Sports 40

Sports Marketing Multi-Channel Entertainment 40

Optimove

JANUARY 27, 2021

SKS365 will leverage Optimove’s solution to create, orchestrate, measure, and optimize CRM journeys for millions of registered players, including those of its flagship brand, Planetwin365. Not only one of the fastest-growing sports betting portals in Europe, Planetwin365, is also the number one sports bookmaker in Italy.

Sports 40

Sports Marketing Multi-Channel Entertainment 40

Martin Hill-Wilson

AUGUST 27, 2015

If customer focus means more than a poster campaign, it’s a real challenge for executives to provide alternatives to top down change programmes whose high rates of failure we explored in the first post. Imagine trying to coach a sports team remotely. We can no longer rely on ad hoc, cross functional collaboration.

Multi-Channel 53

Multi-Channel Sports Social Media Customers 53

Pointillist

APRIL 26, 2018

Around one in three respondents highlight a lack of single customer view and real-time customer insights as something holding them back from CX optimization , making it the most frequently experienced customer experience challenge. Capture each customer’s activities across all your channels and devices.

Customer Experience 72

Customer Experience Events Touchpoint Customer Journey 72

Forrester's Customer Insights

OCTOBER 5, 2020

You’d say this is true of any sport, but this is truer of the compressed […]. If you follow cricket and the ongoing Indian Premier League you know one thing for certain: in any given game, a team’s past performance is no indicator of future results. No team and no player can rest on their laurels.

2020 32

2020 Sports Brands Customers 32

Currency Alliance

FEBRUARY 26, 2019

We believe these trends will occupy most brands’ efforts during 2019. A great loyalty strategy runs in sync with the business and permeates virtually every customer-facing aspect. Emotional loyalty: add incentives along many touchpoints in customer journeys. A loyalty program should be relevant to 80% of customers.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Perceptive

FEBRUARY 4, 2021

Liquor, sporting and camping goods, and homewares won out this Christmas. Despite a turbulent year, some brands have done particularly well at enticing people to spend—particularly those in categories that have seen major growth as a result of Covid-19. Compared to 2019, credit card spend increased 22%, while debit card dropped 15%.

2020 52

2020 Tourism Sports 2019 52