Beyond Philosophy

MAY 17, 2016

Simply stated, employees frequently see both the importance and the performance of key rational and emotional value drivers very differently when compared to customers. These included both functional, or rational, attributes and emotional, or relationship, elements. Years ago, quality guru W. Customers like the improved processes.

2001 74

2001 Consulting Sales Customers 74

Beyond Philosophy

JANUARY 10, 2018

Recognize that employees’ behavior, like customers, has both emotional and rational and emotional underpinnings (4 questions). One result of less attention being paid to longer-tenured employees, which our research has uncovered, is that they tend to have less positivity in both emotions and perspectives. appeared first on.

Travel 60

Travel Leadership Culture Consulting 60

Beyond Philosophy

MAY 31, 2016

They are key stakeholders in value delivery and brand/supplier success, and they frequently represent the difference between positive and negative experiences and whether customers stay or go. These are the “moments of truth”, and the emotions behind them, that drive what customers do downstream. Satisfaction Is Almost Irrelevant.

Chief Customer Officer 111

Chief Customer Officer 2003 Leadership Consulting 111

Beyond Philosophy

DECEMBER 5, 2017

In part because of today’s greater emphasis on the emotional components of customer experience and customer value delivery, and how this must be an enterprise cultural priority, employees have become center stage in optimizing customer behavior. That brand promise has to be delivered by customers every time they interact with the company. .

Engagement 68

Engagement White Paper Definition Consulting 68

Beyond Philosophy

NOVEMBER 8, 2017

In customer experience, satisfaction is more a state of benign calmness or passive quietude which is the result, or product, of some relatively neutral emotions and, in and of itself, doesn’t apply very well as either a precursor to learning more about behavior or as an emotion.

Customer Satisfaction 60

Customer Satisfaction Connections 2015 2016 60

Beyond Philosophy

NOVEMBER 22, 2017

It must include both emotional and social components of value, more nuanced elements of the job experience which are of at least equal importance to the employee. That’s going to breed productivity, morale, retention; and those people are going to be ambassadors for your brand.”. The post Customers Have Life Cycles.

E Commerce 89

E Commerce E-support Banking Culture 89

Beyond Philosophy

NOVEMBER 14, 2017

As my colleague Colin Shaw has written about Branson and Virgin , with respect to the company providing a year of fully paid leave following the birth or adoption of a child: “…Virgin values their people and their emotional state while working there.” Does yours? Disneyland: Why Waste Resources on Things Customers Can’t Recall.

Airlines 87

Airlines Culture Consulting 2018 87

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe. It’s about building fans of your service, not customers.

Brands 74

Brands Customer Experience Banking Competitive Advantage 74

Beyond Philosophy

AUGUST 30, 2016

Profit in business comes from repeat customers, customers that boast about your product and service, and that bring friends with them. The satisfaction (and delight, NPS, and CES) metric does not take consumer brand favorability and volume/type of positive and negative online/offline word-of-mouth into consideration.

Customer Satisfaction 60

Customer Satisfaction Measurement White Paper B2C 60

Beyond Philosophy

APRIL 6, 2016

Done well, insights from competitive performance benchmarking can: – Identify business opportunities . The same holds true for other rational and emotional elements of product and service value delivery. As identified by noted benchmarking theorist and management scientist H. It is not copying the best.”

Wireless 94

Wireless Loyalty Programs Automotive Consulting 94

Beyond Philosophy

JANUARY 3, 2017

Employees’ actions, including expressing themselves face-to-face and through digital means, directly and indirectly impact much of what we understand about customer experience-based emotion and memory, leading to downstream behavior. We’re not saying choose your people over your customers. That way, everybody wins.”

Travel 76

Travel Loyalty Customer Service Representative Consulting 76

Beyond Philosophy

MARCH 3, 2016

BtoB clients frequently ask: “Because of the importance of brand perception and word-of-mouth in BtoC products and services, I understand how customer advocacy can provide highly actionable insights there. After all, your business partners represent your company and products to their customers.

White Paper 60

White Paper 2007 Consulting Loyalty 60

Beyond Philosophy

APRIL 6, 2016

Done well, insights from competitive performance benchmarking can: – Identify business opportunities . The same holds true for other rational and emotional elements of product and service value delivery. As identified by noted benchmarking theorist and management scientist H. It is not copying the best.”

Wireless 60

Wireless Loyalty Programs Automotive Consulting 60

BirdEye

DECEMBER 26, 2023

But this can change if your business actively measures brand salience and takes steps to improve it. By monitoring customer signals and feedback, you can know your standing in the market and try to become the #1 choice against all odds. Table of contents What is brand salience? What factors influence brand salience?

Brands 105

Brands Social Media Competitive Advantage Measurement 105

Storyminers

MAY 4, 2016

[originally posted on the User Testing Blog 3/06/2016 by Spencer Lanoue ]. According to Forrester , CX is how customers perceive their interactions with your company. It’s how much your company exceeds or falls short of the expectations that every patron has for every interaction between them and your organization.

Customer Experience 56

Customer Experience Definition Interaction Customers 56

ProProfs Chat

JULY 30, 2021

Be it a small or a big business, good brand perception is the common business goal. The ultimate verdict on any brand is given by its customers. Brand perception is a crucial indicator of how well your customers are able to connect with your brand: What are their feelings and emotions when they think of you?

Brands 111

Brands Net Promoter Score Social Media E Commerce 111

SurveySparrow

AUGUST 24, 2023

In this blog, we will dive deep into the world of Unified Customer Experience, understand its importance, and uncover strategies to deliver a unified CX that captivates the audience. For instance, a customer should be able to begin browsing products on your website and continue the same search uninterruptedly on your mobile app.

Engagement 52

Engagement Customer Experience Competitive Advantage Touchpoint 52

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Mikael Blaisdell. James Scott. Nick Mehta.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

Beyond Philosophy

NOVEMBER 28, 2016

and making a true emotional connection. Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer. There’s little doubt that engaged customers can, and do, help shape the brand. They can also provide useful feedback and build brand-based communities.

Engagement 145

Engagement White Paper 2015 Consulting 145

Totango

JULY 19, 2021

And in this customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way. Qualities of an ideal CSM include. . Onboarding.

Customer Success 123

Customer Success Feedback Customers 2021 123

Beyond Philosophy

SEPTEMBER 13, 2016

Now, if experiences didn’t at least match the brand and promises made through these communication programs, stakeholders express their feelings and opinions to the world with a single mouse click; and companies had to pay attention or suffer the lasting consequences of negative word-of-mouth. Seek to leverage and influence, not control.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

NetBase

MAY 1, 2019

Social media analytics does a lot for brands and businesses – guiding efforts and keeping brands out of hot water. But if you don’t report your results to the people making decisions, they may not realize how vital these social analytics truly are – or why. Brand Analysis Reporting. Brand Analysis Reporting.

Social Media 43

Social Media Metrics Brands Insights 43

CSM Magazine

DECEMBER 28, 2021

Customer service videos build brand equity by engaging customers and answering questions about minor issues. These videos free up time for you and your support team to focus on more pressing issues that may require more technical expertise to handle. That said, your videos must be packed with value and straight-to-the-point.

Engagement 59

Engagement Customer Service Social Media Customers 59

Beyond Philosophy

JULY 4, 2016

In this regard, banks must understand both stated and unstated (subconscious and emotional) needs, likes and dislikes. Others, recognizing the brand equity and perceived value signals this sends, have gone in a more customer-centric direction with branches. Brand Equity.

Banking 90

Banking Retail Brands Customer Centricity 90

Currency Alliance

FEBRUARY 26, 2019

We believe these trends will occupy most brands’ efforts during 2019. Therefore, we offer this fairly extensive summary of what most brands should be doing with their loyalty programs to maximize business impact this year. Emotional loyalty: add incentives along many touchpoints in customer journeys. Set clear objectives.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Optimove

DECEMBER 13, 2018

Some weeks ago, we had a meeting with a respectable Private Equity investor, discussing the state of the MarTech industry. The reality is that there are several other segmentation layers that can bring actionable and valuable insights. Having insights and predictions about your customers on an evolving basis is wonderful.

ROI 40

ROI Metrics Measurement Insights 40

C3Centricity

DECEMBER 31, 2018

A New Year tradition we started here at C3Centricity back in 2011, is to share our most popular brand building strategies and posts of the year. This is quite tough for a blog that has been running for almost eight years and highlights the quality of the content we share with you! I don’t think so, but let me know your opinion.

2018 83

2018 Brands Customer Journey Mapping 2019 83

Bold360

DECEMBER 1, 2016

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. Webb is a certified management consultant who works with the top brands in the world. Ben Harris. Angie Stocklin. Scott Cundill. Nicholas J. nickwebbcom.

Customer Experience 104

Customer Experience Customers Consulting E-support 104

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?

2016 111

2016 2017 Customer Experience Social Media 111