GetFeedback

JULY 19, 2019

We all feel it. Some are calling CX the new marketing, others are calling it the new brand. If you don’t understand what your customers need or expect—what they like and dislike —how on Earth can you deliver? A touchpoint is any interaction that might influence the way your customer feels about your product, brand, or business.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

Beyond Philosophy

JULY 13, 2021

We discussed this topic of outsourcing on a recent podcast , where my co-host shared a story about his friend who ordered a trampoline. We discussed this topic of outsourcing on a recent podcast , where my co-host shared a story about his friend who ordered a trampoline. However, the trampoline required assembly.

Customer Experience 167

Customer Experience Call Center Hotels Insurance 167

Beyond Philosophy

APRIL 2, 2020

Why do I like Apple’s experience? In a recent podcast , we outlined some things happening every day in Apple’s experience, where you can see Behavioral Economics and psychology playing out in the real world. Tribalism is key to the Apple brand. They’ve kept this feeling even though they’ve become huge.

2004 159

2004 Retail Brands Books 159

BirdEye

FEBRUARY 13, 2024

This blog looks at how strategic chiropractor marketing can effectively address the issues of limited awareness, attract more patients, and build loyalty through reputation management. Build patient loyalty: Marketing reinforces your expertise and the value you provide. Table of contents Why do chiropractors need marketing?

Marketing 59

Marketing Social Media Healthcare Multi-Channel 59

SurveySensum

APRIL 8, 2024

Small businesses need to adopt a multi-faceted online strategy that emphasizes building deep, meaningful relationships with their customers and differentiating themselves from the competition. This strategic approach is the first step toward building a strong, recognizable brand.

Social Media 52

Social Media Advertising Feedback Insights 52

Beyond Philosophy

SEPTEMBER 3, 2020

Building trust with customers is vital. While most people agree that this is true, we don’t always do what it takes to build trust. Today, I have five new rules that are guaranteed to build trust. . A friend of mine who is very knowledgeable about Customer Experience said this to me, and I thought, “Bloody Hell!

Banking 156

Banking Consulting Books Customer Experience 156

Beyond Philosophy

MAY 4, 2023

Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy.

Consulting 78

Consulting 2023 Books Workshop 78

BirdEye

NOVEMBER 16, 2023

It’s easy to feel overwhelmed with many strategies, tactics, and techniques while increasing your realtor ratings. Like how positive reviews help realtors strengthen their credibility, here are the 29 strategies and ideas to help you with real estate lead generation: 1. Curate smart building technology showcases 28.

Social Media 111

Social Media Seminar Events Consulting 111

Beyond Philosophy

NOVEMBER 10, 2022

On a recent podcast, we hosted writer, teacher, researcher, and Climate philanthropist Zoe Chance , Ph.D., Chance didn’t like making people feel like that, nor did she appreciate when she was on the other side of these transactional relationships. Change is hard. Chance’s strategy is intriguing to me.

Seminar 78

Seminar Books Effort Score 2010 78

ShepHyken

FEBRUARY 1, 2021

I have added my comment about each article and would like to hear what you think too. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Why Saying ‘No’ Helps Build Great Customer Experiences by Zach Lipson. I’ve preached this for years.

2021 137

2021 Article Customer Service Rewards Programs 137

BirdEye

APRIL 19, 2023

It might be something in high demand, like a handyman service. Or it could be something to fill a niche that your competitors are overlooking, like a particular cuisine that isn’t available in your area. If you’re looking into starting a small business, you likely have a passion or skill that you want to monetize.

2023 97

2023 Social Media Consulting Events 97

CSM Magazine

JUNE 27, 2023

Having customers that are loyal to your brand is the dream. Great customer service is the key to establishing long-term customer relationships , and the better your service, the more likely customers are to not only repeat purchases, but to recommend you too. The best way to do this is to go where they are.

Loyalty 52

Loyalty Customer Service E Commerce Loyalty Programs 52

Beyond Philosophy

JANUARY 23, 2019

However, a colleague pointed out to me that sometimes I forget that everyone else hasn’t necessarily been as engrossed in the topic as me and when I talk about them, it’s a bit like drinking from a firehose for the audience. However, if your friend says, “Bring Clorox wipes,” your standard is considerably lower. 1: Reference Points.

Management 144

Management Reference Hotels Consulting 144

Beyond Philosophy

MARCH 23, 2023

He wants to know if employee experience is a fad and, if not, how one should build a great employee experience. I guess many of you have the same problem, so I decided to share what we told him on a recent podcast here, too. You must focus on your employees if you want a great experience that delivers service excellence.

Employee Experience 78

Employee Experience Reference Leadership Culture 78

delighted

OCTOBER 21, 2021

Have you ever gushed to your friends about how happy you are with your new job? Or, ever donned a company-branded tee when running errands? As an employer, employee advocacy heightens the visibility of your brand, increasing your footprint with potential customers and employees alike. Let’s dig in. What is employee advocacy?

Social Media 91

Social Media Net Promoter Score Brands Culture 91

Beyond Philosophy

AUGUST 25, 2019

This distinction between these two types of situations is something that psychologists have studied, and the subject of our recent podcast. People act differently in various types of relationships and transactions. It feels as if there’s a higher level of responsibility. Imagine you are selling a used car.

Customer Expectations 143

Customer Expectations Interaction Customers Loyalty 143

Beyond Philosophy

NOVEMBER 19, 2020

I learned a few things that I would love to share with you, and discussed on my most recent podcast , regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading. We hosted him to discuss this on a podcast not long ago. So, allow me to introduce my other colleagues.

Customer Experience 133

Customer Experience ROI 2002 2005 133

Kustomer

FEBRUARY 17, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with author Daniel Rodriguez to learn about customer neglect and why it’s such a big issue in the modern CX era. Neglect is Reflected in the Data. Learning the Executive’s Language.

Books 98

Books Social Media Metrics NPS 98

Kustomer

NOVEMBER 2, 2022

Today’s customers choose to shop at specific companies because of affordability, luxury, believing in what the brand stands for, the quality of the product, etc. However, with 79% of consumers saying customer service is extremely important when deciding. What Are Today’s Top Customer Service Expectations? Solve Customer Issues Promptly.

Customer Service 98

Customer Service Omnichannel Social Media Customer Expectations 98

Beyond Philosophy

NOVEMBER 5, 2020

We discussed Negativity Bias on a recent podcast. If we get both positive and negative information, we pay more attention to the negative than the positive, like it’s weighted more heavily. Leaders should recognize that looking for the negative is what they are doing in cases like my dissatisfaction with the podcast numbers.

Insurance 129

Insurance Customers Consulting Advertising 129

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

BirdEye

DECEMBER 8, 2022

If you don’t know which platforms are available, you may be throwing away opportunities to make your brand a household name. We’ll also help you narrow down your target audience and determine which platforms can help boost your brand and get more followers. Table of contents Choosing the right social media types for your business 1.

Social Media 98

Social Media Brands Entertainment Connections 98

Kustomer

JULY 29, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Pam O’Neal from Kustomer. Learn more by listening to the podcast below. Social commerce changes the way brands create relationships with their customers. Understanding Your Customers by Persona Building.

E Commerce 98

E Commerce Social Media E-support Fashion 98

Kustomer

OCTOBER 14, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Danilo Pozo from Cisco to learn about lifecycle management and being the customer’s number one supporter. Taking the Journey with Your Customers. Global Talent is Key to Entering Different Markets.

Customer Experience 105

Customer Experience Management Culture Sales 105

C3Centricity

OCTOBER 7, 2020

Friends, family and trusted advisors are those they turn to for a valued opinion these days. ” In other words, people are always searching for ways to reduce their stress that is caused by cognitive dissonance when shopping and selecting brands. .” Sounds easy, doesn’t it? But as you know it’s not.

Marketing 77

Marketing NPS Net Promoter Score Brands 77

Kustomer

SEPTEMBER 7, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss how to manage different types of customer expectations and service expectations during a global pandemic. Simple Tricks to Earn Customer Loyalty.

Customer Expectations 98

Customer Expectations Management Communication Customers 98

Beyond Philosophy

MAY 25, 2018

Recently, Lorraine and I re-evaluated some of our long-term subscriptions – like cable TV, magazines and travel insurance. If you’re like us, once you sign on for something, you tend to renew without thinking much about it. In one of our recent The Intuitive Customer podcast episodes, we talked about the nature of customer loyalty.

Magazine 133

Magazine Insurance Sports Travel 133

Kustomer

MAY 20, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen and Vikas Bhambri from Kustomer are joined by Edmund Ovington to learn the secrets to breaking down language barriers. Listen to the full episode to learn more. Why Your Team Needs Language Translation Software. Thinking Globally.

Customer Experience 105

Customer Experience Multi-Channel Customers Brands 105

Kustomer

FEBRUARY 21, 2020

Three years ago, I wanted to start a podcast so…I did. This isn’t just another podcast, it’s a podcast focused on customer service secrets. Think about the last time you were surprised by the service a brand provided to you. They no longer want to be treated like a transaction or a ticket. Can you remember?

Customer Service 52

Customer Service Exceptional Customer Service Customer Care 2020 52

Kustomer

OCTOBER 7, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by SVP of Marketing at Ada, Ruth Zive. Listen to the full podcast to learn more about building connections between customer and brand. Robots, Friends, or Foes to CX?

Banking 98

Banking Contact Center E Commerce Airlines 98

Experience Investigators by 360Connext

APRIL 28, 2015

More striking was the Kimpton brand sign. Many hotel brands are cognizant of the importance of first impressions. We received a master class on the use of microinteractions to support customer experience when we at CTS Service Solutions held a team retreat at Kimpton’s Vero Beach Hotel and Spa (VBHS) awhile back.

Customer Experience 296

Customer Experience Hotels Travel Customers 296

West Monroe

JANUARY 30, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. About the episode How does a traditional media giant like iHeartMedia leverage the metaverse to make meaningful connections with its audience? It was a virtual world where we could build an entertainment venue.

Entertainment 52

Entertainment 2023 2022 Advertising 52

C Space

FEBRUARY 12, 2020

I am Brand: Q&A with Americus Reed II, Professor of Marketing, The Wharton School. When applied to branding and marketing, identity theory has the power to transcend traditional marketing techniques and the way we think about “brands.” That’s fundamentally different and quite a difficult argument. Americus Reed II.

Brands 52

Brands Marketing Sports Net Promoter Score 52

C Space

DECEMBER 5, 2019

We All Need Friends. Relationships are the most important things we have – and that’s just as true for a brand as a friend. A sociologist, ethnographer and author, she’s our in-house pathfinder, constantly mapping out ways for brands to innovate and push boundaries. The Golden Rules of Brand Friendship.

Net Promoter Score 52

Net Promoter Score Connections Innovation Brands 52

Beyond Philosophy

SEPTEMBER 2, 2021

Some of you may know that I also have a podcast. We’ve begun a new feature on the podcast where people write in about their problems. A podcast listener asked me how to increase the response rates to their email campaigns. better feedback from friends, more acceptance by society, etc.) if they don’t throw it out.

Presentation 78

Presentation Banking Communication Information 78

BirdEye

OCTOBER 2, 2020

“Your brand name is only as good as your reputation.” – Richard Branson. Think about some of the great brands that you know and trust. Instead of trying to fight against this massive negative perception, marketers need to find ways to build credibility with potential customers. Why reputation marketing matters.

Marketing 98

Marketing Social Media Reference Brands 98

C Space

FEBRUARY 12, 2020

you think about your brand strategy in a world that no longer has sustainable competitive advantage to rely on? Sometimes it can take a company by surprise – because it feels as though it came out of nowhere, yet if you had been paying attention the signals had been building up more and more strongly over time.

Net Promoter Score 52

Net Promoter Score Customer Centricity Travel Banking 52