Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. As someone who appreciates the practical application of an excellent theory, Black’s pickle stood out as one I wanted to address here with you readers, too. Researchers who study emotions are specific.

Connections 89

Connections Loyalty Brands 2005 89

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. They focused their attention on the customer-facing teams at first. That would leave one group with a customer-centric mindset and the rest without one. We all know happy employees make happy customers.

Net Promoter Score 78

Net Promoter Score Engagement Customer Centricity NPS 78

Beyond Philosophy

OCTOBER 8, 2022

In this episode, we talk with special guest Jóhann Hannesson , Lead Product Manager and the head of Web Development at Streem , about using video in a Customer Experience. Key Ideas to Improve your Customer Experience. Video allows the customers and contact centers to work together on the situation. Complete this short survey.

Customer Experience 89

Customer Experience Contact Center Consulting Financial 89

TechSee

MAY 19, 2020

Product registration – the process of capturing new customers’ information – enables brands to connect directly with consumers and engage with them during their relationship with the company. The challenge for brands is to get their customers to take that first step: register their products. Data in exchange for value.

Consumers 207

Consumers Brands Engagement Loyalty 207

GetFeedback

APRIL 8, 2019

And let’s be honest, that doesn’t improve the customer experience. In some cases, buyer personas limit you to targeting one or two types of people, ignoring the different stages of the buyer cycle entirely. Instead, try these deep audience research methods to uncover who your audience truly is and what they want. Are they older?

B2B 207

B2B Social Media Blog Customer Journey Mapping 207

Experience Investigators by 360Connext

FEBRUARY 3, 2020

“The good news is: those who have understood that learning and happiness are very closely linked in our minds will know that the experience of happiness is always possible throughout life. ” Countless other studies, both qualitative and quantitative, back this up. Kids love adults who know everything!).

Workshop 197

Workshop Healthcare Sales Financial 197

Experience Investigators by 360Connext

OCTOBER 26, 2017

For those of us who’ve studied CX for decades, seeing it featured as a “new topic” is a little jarring. It seems every business article now mentions the customer’s journey as if that’s a new revelation. Who knew!?) Those of us who know what works and what doesn’t need to share their knowledge.

Net Promoter Score 231

Net Promoter Score NPS Customer Centricity Leadership 231

Beyond Philosophy

SEPTEMBER 13, 2017

You rarely make decisions this way—and neither do your customers. Of course, this isn’t always the case. We all know someone who could use a little more “compromise” in their life. In another study at Duke University, researchers had people go on a “virtual road trip.” Not so fast. But don’t feel bad that you didn’t know.

Webinar 149

Webinar Presentation Books Consulting 149

Customer Bliss

NOVEMBER 29, 2021

Who among us hasn’t wondered at some point if that slew of tests ordered for ourselves or our loved ones was necessary? More important, in the increasing complexity of healthcare, who doesn’t yearn for more conversation about why tests are ordered, and their impact in the near and short term? Click To Tweet.

Healthcare 139

Healthcare Banking Advertising 2014 139

Customer Bliss

JULY 24, 2018

And a recent study reveals that patterns in human brain activity associated with empathy and caring are also associated with value and reward. As customers, we become emotionally attached to companies who consider our lives when they make decisions. Back then, there was no compelling case for changing behavior.

2007 161

2007 Customer Satisfaction Customers Loyalty 161

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

Lumoa

APRIL 4, 2023

For a business to flourish, it has to understand its customers well enough to market effectively to them. One of the best ways to do that is through a customer profile analysis. Simply put, this process closely examines current and potential customers’ characteristics, traits, and preferences.

Customer Retention 83

Customer Retention Customer Journey Customers 2019 83

BlueOcean

DECEMBER 18, 2018

You’re prepared for the future of customer service. And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Download our complimentary RFP template today – just click here.). You’ve got your game face on. We want to make it easy for you.

Contact Center 195

Contact Center Measurement Metrics Omnichannel 195

ShepHyken

OCTOBER 9, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: As we head deeper into a digital world where customers interact with companies via AI, how can we create a relationship that establishes trust? Here are my top five picks from last week.

2023 63

2023 Article Customer Service Airlines 63

Lumoa

MAY 19, 2020

There are a lot of stats that showcase how critical a customer experience program is to any business’ success. A study by Acquia found that while 82% of marketers feel that they deliver a positive customer experience, only 10% of customers agree with that sentiment. That’s where the business case comes in.

Presentation 103

Presentation Multi-Channel Return on Investment 2014 103

TechSee

APRIL 24, 2023

Last week we hosted our quarterly Customer Advisory Board. This shift is generally a proven way to improve customer satisfaction scores, first-call resolution rates, and average handle times. One of the most common concerns raised by multiple enterprise executives was the impact of economic uncertainty on their service organizations.

Average Handle Time 109

Average Handle Time Culture Customer Satisfaction Technology 109

Experience Investigators by 360Connext

JULY 1, 2015

What makes a B2B customer experience memorable? When shopping for outside services to help connect us to our customers, we see lots of language about ease of use, cost-effectiveness, and overall efficiency. There may be a case study and some hard data to go along with it… maybe a whitepaper? Click To Tweet.

User Experience 183

User Experience B2B Sales Demo 183

Customer Bliss

MARCH 1, 2019

With startups disrupting more industries than ever, how does your company stay ahead of customer expectations? In this discussion, Thales also shares several case studies that demonstrate how startup companies are disrupting incumbent businesses. Know Where the Value Erosion Moments for Your Customers Are.

E Commerce 147

E Commerce Consumers Healthcare Customer Journey Mapping 147

BirdEye

MAY 4, 2021

eCommerce sites offer 1-click shopping and same-day delivery. Ride-hailing apps allow users to find reliable transport with just the click of a button. Studies show that 71% of patients are “frustrated” with their healthcare experiences. This will streamline the process so patients can leave reviews with just a few clicks.

Healthcare 105

Healthcare Marketing Social Media Insurance 105

BirdEye

MAY 22, 2023

Your happy customers and loyal fans are a great source of new leads. Consider using a customer referral program template to boost your company’s word-of-mouth advertising and make the most of every positive customer experience. Researchers looked at 10,000 bank customers. What is a referral program template?

Social Media 96

Social Media Advertising Reference Banking 96

Customer Bliss

NOVEMBER 6, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. In today’s video, I want to talk about telling customer stories by introducing applied anthropology and ethnography into your listening strategy, and most importantly, into your storytelling.

Hospitality 190

Hospitality Chief Customer Officer Feedback Customers 190

Bob Hayes

MARCH 13, 2019

Customer experience management (CXM) programs are necessarily a quantitative endeavor, requiring CX professionals to decipher insights from a sea of customer data. Customer Experience Management (CXM) programs rely on different types of data that come from a variety of sources. Case Study: The Survey Data.

Loyalty 92

Loyalty Customer Relationships Measurement Document 92

SurveySparrow

JANUARY 30, 2024

Today, every click, every purchase, every opinion is recorded. Customer ages, product prices, monthly sales figures, website traffic, etc. For instance, you want to assess customer satisfaction levels on a scale from 1 to 10. You can use Customer Satisfaction Surveys for this (But we’ll come to that later).

Social Media 52

Social Media Measurement Customer Satisfaction Insights 52

Customer Bliss

AUGUST 20, 2019

To your customer? I know that companies get addicted to the spreadsheet of incoming revenue streams that can be had from nickel and diming customers, but they only think of the upshot of that revenue, not of the customers who walked and told everybody that they know that this is a company that takes advantage.

Hotels 125

Hotels Customer Experience Books 2018 125

BirdEye

JANUARY 25, 2024

From cozy corner cafes to towering corporate offices, Google Business Profiles have become the arena where businesses compete for visibility and connect with their customers like never before. On average, a verified Google Business Profile receives about 200 clicks/interactions per month. 48% of these interactions are website clicks.

2024 59

2024 Insights Automotive Hospitality 59

Optimove

OCTOBER 18, 2022

DynamicMail offers dozens of ways for marketers to increase customer engagement and spend by embedding dynamic, interactive, and personalized content into emails. It builds the content to serve customers exactly what they want to see in the email. Here are two case studies to show you how it works. The results?

Retail 52

Retail 2022 Blog Measurement 52

Beyond Philosophy

SEPTEMBER 15, 2015

This poor Customer Experience is one reason I now use Netflix more than my cable company. For those of you that don’t know, Net Promoter Score (NPS) represents the likelihood a Customer would recommend your product or service to other people (i.e., You can start and stop it when you want. Quite a lot, it turns out.

Net Promoter Score 153

Net Promoter Score NPS Banking 2003 153

Beyond Philosophy

APRIL 19, 2019

This technology presents the most authentic option for capturing data on customers’ emotions during your Customer Experience. This technology is the next level of Customer Experience analysis and the future for the industry. In some cases, however, it is the now, for facial recognition technology anyway.

Technology 114

Technology Consulting Presentation Innovation 114

ReviewTrackers

MARCH 16, 2020

According to a study by Dimensional Research, 90 percent of the customers say that online reviews influence their buying decisions. with icons for Google and Facebook at the bottom of your customers’ order confirmation. with icons for Google and Facebook at the bottom of your customers’ order confirmation. Ask for them!

Social Media 73

Social Media Feedback Retail Sales 73

ReviewTrackers

JUNE 29, 2018

According to a study by Dimensional Research, 90 percent of the customers say that online reviews influence their buying decisions. with icons for Google and Facebook at the bottom of your customers’ order confirmation. Request reviews by sending emails to the customers who recently made a purchase.

Social Media 101

Social Media Feedback Retail Sales 101

Optimove

JUNE 1, 2023

Customer marketing has the power to transform businesses and change bottom lines. Leading business consultants such as Gartner and Forrester consider customer loyalty a top priority for marketing decision-makers worldwide. Why Market to Existing Customers? more monthly transactions than new customers. They account for 3.7X

Marketing 52

Marketing Multi-Channel Metrics Customers 52

Customer Bliss

MARCH 2, 2018

Are you considering applying for the role of Chief Customer Officer (CCO)? If so, you’ve probably already worked in customer experience leadership in some capacity, and have a reasonably clear concept of what an organization is looking for in a CCO. Click To Tweet. Will You Elevate Customers as the Asset of Your Business?

Chief Customer Officer 189

Chief Customer Officer Leadership Books Definition 189

BirdEye

OCTOBER 26, 2023

A good review creates a sense of urgency, driving customers to purchase so they don’t feel they might miss the opportunity. This blog post offers an in-depth overview of a panel discussion that delves into the significance of reviews and how they influence both C-suite decisions and customer choices. I love it as a customer.

Brands 116

Brands Multi-Channel Consulting Demo 116

Customer Bliss

MAY 7, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Click here to learn more about the course and enroll. . You’d want to know her customer history and if you’re on the front line, you’d want to be given the chance to make an informed decision.

Chief Customer Officer 178

Chief Customer Officer Books Call Center 2018 178

BirdEye

JANUARY 25, 2024

From cozy corner cafes to towering corporate offices, Google Business Profiles have become the arena where businesses compete for visibility and connect with their customers like never before. On average, a verified Google Business Profile receives about 200 clicks/interactions per month. 48% of these interactions are website clicks.

2024 52

2024 Insights Automotive Hospitality 52

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Creating customer loyalty starts with an impression that sticks.

ROI 143

ROI Books Customers Definition 143

BirdEye

JUNE 21, 2023

So, a well-executed customer referral program can be a powerful and cost-effective marketing strategy to attract new customers and improve customer retention rates. Customer referrals can also boost your credibility, optimize your sales cycle, and keep high-value customers engaged. How does a referral program work?

Reference 93

Reference Social Media Travel Customer Retention 93