Customer Bliss

FEBRUARY 11, 2020

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. But we don’t build the guardrails; we don’t think about the behaviors; and we don’t consider the leadership and the legacy that we’re building for in the long term.

Chief Customer Officer 218

Chief Customer Officer Download Document Leadership 218

Beyond Philosophy

MAY 15, 2023

What happens when you put ten economists in a room? People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list. This is looking at the state of readiness of organizations to deal with customers’ growing expectations.

Customer Experience 78

Customer Experience 2023 Innovation Webinar 78

CSM Magazine

FEBRUARY 12, 2024

Welcome to the dawn of a new era in customer service, where the metaverse is rapidly transforming how businesses interact with their customers. With 60% of internet users projected to engage in metaverse environments by 2030, the urgency to adapt customer support strategies has never been more critical.

Customer Service 52

Customer Service 2030 Apparel Interaction 52

Customer Bliss

MARCH 23, 2017

This will be a shorter post, as we’re working on a longer one for next week about customer experience rooms ( I call them customer rooms sometimes , and often work on them in my client work). ” “Even the most challenging customers” made me laugh a little bit. What did you think?

Customer Experience 173

Customer Experience Customer Journey Mapping Banking Loyalty 173

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Why does this matter so much?

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

Alida

AUGUST 9, 2017

“Stop building stores, start building stories.” ” Great customer experience insight from @RetailProphet @visioncritical #cxblindspot. “Stop building stores, start building stories.” ” Great customer experience insight from @RetailProphet @visioncritical #cxblindspot.

Retail 189

Retail 2017 Webinar Customer Journey Mapping 189

CSM Magazine

MARCH 5, 2024

A patient engagement mobile app has the potential to revolutionize healthcare delivery. Benefits of using a patient engagement mobile app Patient engagement mobile apps can help people and healthcare institutions in several ways: 1. Increased engagement: apps can make healthcare more engaging and interactive for patients.

Engagement 52

Engagement Healthcare Hospitality 2030 52

Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. We discussed her very deliberate path to engage the C-Suite and the specific actions that did and did not work. Introducing Our Guest.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

Experience Investigators by 360Connext

DECEMBER 17, 2014

For example, the glass is used in the store to let shoppers browse through merchandise and have their size sent to a dressing room. When the clothes are in and the room is ready, they get a text. When the clothes are in and the room is ready, they get a text. Eye-popping innovation for top-notch service. The best of both worlds.

Innovation 275

Innovation Connections Consumers Sports 275

Customer Bliss

NOVEMBER 3, 2016

Customer analysis is no doubt an important topic in CX. We talked a lot about creating a customer room — they call it a CPX studio — which can be a really valuable tool for customer analysis. The power of the customer room: Visual storytelling. The customer room is set up as an experience.

Chief Customer Officer 170

Chief Customer Officer 2015 Customer Journey Mapping ROI 170

Experience Investigators by 360Connext

JANUARY 28, 2020

Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. It’s time to build some bridges. What would it cost to lose 10% of your customers?

2020 250

2020 Net Promoter Score ROI Metrics 250

Beyond Philosophy

AUGUST 19, 2023

Waiting around for a customer experience is rarely a good thing. When customers are waiting for you, that’s usually a sign that not waiting would have been difficult or inconvenient (read: expensive) for your company. However, not valuing customers’ time is probably the most expensive mistake you can make.

Customers 60

Customers Connections Management Engagement 60

CSM Magazine

AUGUST 9, 2023

Customer service agents are the face of your company and can make or break your business. But how do you keep your team motivated and engaged? In this article, we will look at ten easy ways to motivate your customer service team. This could be through training, mentoring, or promotions within the company.

Customer Service 52

Customer Service Feedback Communication Events 52

Playvox

APRIL 25, 2023

How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Experts predict that using remote and hybrid contact center agents will remain a cost-effective, efficient solution for delivering outstanding customer support well into the future. Here are five winning strategies.

Contact Center 79

Contact Center Measurement Feedback 2022 79

Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. During this CX process, it’s critical that the CCO “earns” the right to people’s engagement in the work across the organization.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership 2014 168

Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Break down barriers: Give sales and CS clearly defined roles Silos lead to misunderstandings and the loss of winnable customers.

Sales 89

Sales Customer Success Insights Webinar 89

Alida

SEPTEMBER 21, 2018

The Customer Intelligence Summit brings together some of the brightest minds in research, marketing, customer experience and product innovation to discuss the latest trends, share best practices and discover the newest innovations in the industry. Author Seth Godin challenged people in the room to create remarkable work.

2018 145

2018 Insights Innovation Feedback 145

Experience Investigators by 360Connext

APRIL 21, 2020

Customer Experience is Multifaceted. Customer experience is the culmination of so many things. It’s about the end-to-end journey your customers has with your brand, built on every interaction and emotion along the way. Plus, learning opportunities keep your employees engaged and happier.

Feedback 143

Feedback Connections Engagement Interaction 143

Retently

APRIL 18, 2024

Are you leveraging the full potential of the in-app NPS survey to tap into customer feedback? Discover the effectiveness of in-app NPS surveys in capturing customer sentiment and learn best practices for embedding them into your digital platform for more meaningful insights that drive growth. What’s NPS All About?

NPS 78

NPS Net Promoter Score Feedback User Experience 78

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. What have we learned during COVID?

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

Playvox

AUGUST 30, 2022

You’ve worked hard to build a team of great agents, who have grown used to a remote or hybrid environment — and they’re not ready to give it up yet. an agent at a pharmaceutical company who works remotely the entire work week, shares that she is more productive because she’s no longer spending time commuting to an office. Lindsey J.,

Contact Center 84

Contact Center Transportation Events Management 84

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

SurveySparrow

DECEMBER 20, 2023

It is a given that buying experiences are based on how customers feel they are being treated. Net Promoter Score, or NPS, is a pivotal metric that measures customer loyalty and satisfaction. Net Promoter Score, or NPS, is a pivotal metric that measures customer loyalty and satisfaction. So… What is the Net Promoter Score?

Net Promoter Score 52

Net Promoter Score NPS Feedback Loyalty 52

Beyond Philosophy

OCTOBER 15, 2020

Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too. He compares where we are for the transformation of Customer Experience as the transition from driving cars with gauges to driving Indy cars. It happens at a primitive and emotional level.

Hotels 131

Hotels Customer Experience Management Books Consulting 131

Kristina Evey

SEPTEMBER 13, 2018

Participants walked away with a wealth of knowledge and takeaways ready to implement in their companies. However, the venue did a remarkable job with signage to direct parking and where to enter the main building. And because the conference room was in the lower levels, we all transitioned between no network, 3G, and LTE randomly.

Customer Experience 97

Customer Experience Customers Presentation Events 97

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 110

Customer Experience E Commerce Consulting E-support 110

C3Centricity

JUNE 8, 2020

After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. They both (should) have their customers at their heart. As the world changes, customer demands are changing too and companies need to stay current, if not ahead of these demands, in order to ensure continued growth.

Hospitality 107

Hospitality Customer Centricity Hotels Return on Investment 107

BirdEye

NOVEMBER 22, 2023

Consider the following online review statistics: 92% of consumers read at least two reviews before doing business with a company. 85% have decided not to do business with a company because of negative reviews. Friends and family are the most trusted resources for evaluating reputation, immediately followed by customer reviews.

Management 111

Management Demo Feedback Social Media 111

Gainsight

APRIL 26, 2023

During the Pulse 2022 opening keynote, Nick Mehta, CEO of Gainsight, reflected “In 2013, there were 300 people in this room, and there were like 500 people in customer success, literally.” Oh, how far we’ve come—as a company, an industry, and an unstoppable community that we’ve forged around our annual Pulse Conference.

2015 52

2015 2023 2013 2022 52

West Monroe

APRIL 9, 2024

Credit unions are uniquely positioned in today’s marketplace. With the ability to focus on the member experience and provide higher interest rates, credit unions can continue providing value despite ongoing uncertainty in the macroenvironment. This provides a clear opportunity for credit unions.

2024 52

2024 Banking Financial Consumers 52

Retently

APRIL 6, 2022

By keeping track of customer satisfaction throughout the customer journey to see when you need to address complaints and implement feedback to keep them satisfied. . One of the best ways to do that is by tracking customer satisfaction metrics. But how do you prevent situations like that from getting out of hand?

Definition 158

Definition 2022 Customer Satisfaction Healthcare 158

Lumoa

JANUARY 27, 2023

This is especially true when it comes to serving your customers. Customer service in the 21st century is not just the prerogative of one specific department but of every business process, role, and philosophy. This article looks at how customer service can be optimized for better results. So what can be done?

Customer Journey Mapping 83

Customer Journey Mapping Customer Experience Customer Service Touchpoint 83

SurveySensum

JULY 24, 2023

The retail world is changing at warp speed, and so are customers’ needs and expectations. Customers want to experience all the cool trends but also want their needs and expectations to be met. According to Salesforce Customer Engagement Research 2022 , 73% of customers expect companies to understand their unique needs and expectations.

Retail 52

Retail 2023 Customer Experience E Commerce 52

Currency Alliance

OCTOBER 12, 2020

That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

BirdEye

MARCH 24, 2023

It can also involve identifying and pursuing potential mergers and acquisitions or strategic partnerships to expand a company’s reach and capabilities. It can also involve identifying and pursuing potential mergers and acquisitions or strategic partnerships to expand a company’s reach and capabilities.

2023 98

2023 Return on Investment Social Media Sales 98

Beyond Philosophy

OCTOBER 25, 2019

As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers. As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers.

Hotels 104

Hotels Travel Hospitality 2019 104

Kustomer

NOVEMBER 3, 2021

As our world gets faster, the expectations of the customer climb higher. Customer service knowledge base technology resides at the center of facilitating the kind of optimal service consumers now desire. Customer service knowledge base technology resides at the center of facilitating the kind of optimal service consumers now desire.

Document 98

Document Consumers Brands Information 98