Kustomer

JUNE 7, 2023

Like any playbook, it should contain a stock of methods and go-to tips firms use to provide great customer service and create their ideal CX. Building a loyal customer base doesn’t just happen overnight. As customer trends shift over time, so will the contents of a CX playbook.

Financial 98

Financial Banking Social Media Customer Satisfaction 98

BlueOcean

JANUARY 20, 2022

The cherry on top of these considerations is the cultural alignment between your organization and your customer base. We regularly partner with brands who like to be able to connect with their customers at a personal level. Additionally, what insights can potential partners provide about best practices in this situation?

2022 156

2022 Contact Center Customer Care Sports 156

CSM Magazine

DECEMBER 22, 2023

This method helps to ensure that the OOH solutions are displayed to the right people at the right time, with the highest chance of the ad’s effectiveness and providing a measurable ROI. Guerrilla Marketing Guerrilla marketing is about being insightful, imaginative, and spontaneous, not expensive.

Connections 52

Connections Marketing Advertising Transportation 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

ProProfs Chat

DECEMBER 30, 2021

If you are confused about who your customers are and what they really need, psychographic segmentation can help. It divides customers based on their psychological traits – preferences, personality, lifestyle, and beliefs, and gives you a sneak peek of their thought processes. . Website Analytics .

Social Media 52

Social Media Sports Brands Insights 52

Lumoa

JUNE 26, 2023

Consider a customer looking to buy sports shoes from a popular brand. However, in an omnichannel experience, the customer can browse the brand’s website for multiple options, try-on styles virtually, and place an in-store pickup to get a perfect size fit. Want to avoid these mistakes?

Omnichannel 83

Omnichannel Customer Experience Net Promoter Score Social Media 83

SurveySensum

JULY 17, 2023

Decathlon, a renowned sporting goods retailer, excels in this area. They offer an innovative shopping experience by providing in-store test zones where customers can try out sports equipment before making a purchase. Nike also took this strategy seriously and created a community among sneakerheads and sports enthusiasts.

Retail 52

Retail Customer Experience Sports Customers 52

SurveySensum

JULY 17, 2023

Decathlon, a renowned sporting goods retailer, excels in this area. They offer an innovative shopping experience by providing in-store test zones where customers can try out sports equipment before making a purchase. Nike also took this strategy seriously and created a community among sneakerheads and sports enthusiasts.

Retail 52

Retail Customer Experience Sports Customers 52

ChurnZero

JANUARY 13, 2023

AI can also simplify data unification by providing more streamlined, intelligent processing for the people, teams and systems that need accurate insights to build better businesses. 2023 will be a big year gaining market traction in new customer intelligence platforms. CX and CS finally get recognized as a team sport.

2023 98

2023 Customer Success Chief Customer Officer Customer Journey 98

Gainsight

JULY 16, 2021

With everyone, no matter the sport or training, it takes practice to reach your next level of performance. Using the right CS tech platform should provide you with features and functionality to give you visibility into your customer base. Be patient with yourself. Have you ever heard that practice makes perfect?

Sports 40

Sports Customer Journey Customer Success Webinar 40

Lumoa

FEBRUARY 6, 2018

Another is silos – unless there’s perfect collaboration they lead to inconsistent or competing objectives, marketing, service and measurement. All too often it’s the poor customer who ends up having to stitch together the disconnects in their experience by re-keying and re-explaining their requirements or situation.

2018 129

2018 Customer Experience Customer Centricity Culture 129

Gainsight

MARCH 31, 2020

Sharing adoption reports with your customers. Product release emails customized based on entitlements or usage, etc. You can then bring in the CSM in the journey based on triggers around completion (or lack of completion) of an activity (e.g., training modules by the customer) or change in data (e.g.,

Customer Success 85

Customer Success E Commerce E-support NPS 85

Gainsight

JUNE 28, 2021

Chances are you might be using a metric or even a score to measure customer health. Product evolution: As your product evolves, the criteria by which you measure customer health will change too. As a result, we need to monitor a changed set of features and functionalities to measure customer health.

Measurement 59

Measurement ROI Demo Customers 59

Gainsight

MAY 3, 2020

These efforts can be combined to develop “Listening posts” in the following ways: Product Teams : Using analytics to assess the overall product health/ usage patterns / user sentiments by tracking: Product Health: Measuring trends for a given time-frame. Adoption Depth : DAU/WAU/MAU, Average Active days, User Retention, Active Accounts.

Customer Success 59

Customer Success Roadmap ROI Sports 59

ShepHyken

JULY 31, 2020

It is a great growth hacking tool for companies with continually evolving standards as it merges CX and customer service to help the customer understand your novel offerings, all the while increasing upselling opportunities and shortening the sales cycle. Measure Customer Satisfaction Beyond Traditional C-SAT Scores.

Customer Service 109

Customer Service Customer Experience Net Promoter Score E Commerce 109

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Totango

AUGUST 21, 2020

They now keep hundreds of thousands of customers engaged with relevant communications and easy-to-use self-service options and have an NPS of more than 70. Customer Success Is a Team Sport . Customer success and sales teams , for example, set each other up for success by sharing customer data in both directions.

Customer Success 78

Customer Success Customer Centricity Customers NPS 78

Qualtrics

APRIL 30, 2019

From the routes they fly to the booking process and the on-board experience, every touchpoint with customers is an opportunity for airlines to deliver breakthrough experiences that build their reputation and help them stand out in a fiercely competitive sector. I started as Head of Insights in May 2017.

Feedback 42

Feedback Airlines Loyalty Programs Loyalty 42

ClearAction

OCTOBER 1, 2018

For example, the 2017 and 2018 Forrester Customer Experience Index TM reveals no companies exceeding 72 on a 100-point scale and very little change in any industry. Leaders take a more long-term approach to measuring the business value of customer engagement, focusing more on overall retention or churn versus a one-time purchase.”

Customer Experience 63

Customer Experience 2017 ROI 2018 63

Kustomer

JANUARY 21, 2021

We’ve got a fun research report that we’re going to dive into that I think will be really insightful for the guests. And then we really honed in on our focus on customer experience just in the last three or four years with our partnership with Qualtrics and their whole ecosystem around using insights to drive business success.

B2B 95

B2B B2C Customer Centricity Sports 95

SurveySparrow

APRIL 28, 2023

For example, men may be more interested in sports and technology, while women may be more interested in beauty and fashion. Overall, social media significantly impacts consumer behavior, and businesses should use it to connect with their customers and promote their products or services.

Consumers 52

Consumers E Commerce Advertising Social Media 52

SmartKarrot

OCTOBER 26, 2021

Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement. Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow the customer base.

Customer Success 19

Customer Success Sports Customers Customer Centricity 19

Gainsight

JUNE 9, 2021

Her diverse CS experience across various segments makes her insights highly valuable. They also have to realize that customer success is a team sport that requires a coordinated effort between CS and Sales. You need a framework to connect customer priorities, ROI metrics, and best practices with how to use your product.

Chief Customer Officer 52

Chief Customer Officer 2021 Sales Customer Success 52

SmartKarrot

OCTOBER 1, 2021

Be accountable for agreed revenue growth targets within the current customer base (through renewed contracts as well as additional workstreams). Own all core account metrics and goals to measure the performance of the Customer Success team (e.g., Interpret and articulate large datasets into meaningful insights.

Customer Success 19

Customer Success Net Promoter Score Sports NPS 19

Kustomer

NOVEMBER 4, 2021

Data is everything in CX and without the right technology , there really isn’t a great way to gain customer insights. Jarvis explains that having a good CRM has launched his department to great success because it allows them to store and access essential customer information on a whim. Jarvis Harris: (01:04).

Sports 98

Sports Customers Document Sales 98

Lumoa

OCTOBER 31, 2018

Successful organizations will drive deep, orchestrated transformation rather than just fixing customer issues or tracing scores. It will require experience professionals to help drive more collaboration and alignment of operations, measures, metrics, processes, governance, workflow – true and real strategic organizational transformation.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Qualtrics

APRIL 14, 2021

At the core, there are some similarities between B2C and B2B businesses — you rely on customers, and for them the experiences you deliver are everything. Internal teams also used the Qualtrics mobile app to help employees democratize and own customer data.

B2B 26

B2B B2C Net Promoter Score NPS 26

SuiteCX

FEBRUARY 22, 2017

The English translation, the moment of truth, first appeared in Ernest Hemingway’s Death in the Afternoon (1932) which was largely about the sport of bullfighting. His book Service Management: Strategy and Leadership in Service Business, Third edition (2002) gives us the greatest insight to his thought process regarding MOTs.

Touchpoint 45

Touchpoint Definition Airlines Interaction 45

SuiteCX

FEBRUARY 22, 2017

The English translation, the moment of truth, first appeared in Ernest Hemingway’s Death in the Afternoon (1932) which was largely about the sport of bullfighting. His book Service Management: Strategy and Leadership in Service Business, Third edition (2002) gives us the greatest insight to his thought process regarding MOTs.

Touchpoint 40

Touchpoint Definition Airlines Interaction 40

Currency Alliance

FEBRUARY 26, 2019

You can see this in the Gartner CMO survey: Loyalty marketing has traditionally suffered from the difficulty in measuring ROI (especially in the short-term). Of equal importance are the resources to measure results. Incentivize Emotional Loyalty along Customer Journeys. Data speaks louder than words.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45