Beyond Philosophy

AUGUST 10, 2020

How to Make Your Experience Easy and Gain Growth. I hear things like this when I go into an organization: “We want to delight customers at every moment of contact.” People many times do not want to be delighted; they want to be done already. As a general rule, customers want things easy. Key Takeaways.

Effort Score 128

Effort Score Government Measurement Article 128

Customer Bliss

NOVEMBER 1, 2018

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. Do You Live Your Values? The employees are ultimately happier, which creates happy customers.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Kustomer

JANUARY 19, 2023

In this episode of the Customer Service Secrets podcast , Gabe Larsen is joined by Steven Maskell , Vice President of Customer Experience at Zones , to discuss how to use customer experience data analytics to create a personalized, data-driven customer experience. So… have very realistic expectations.

Customer Journey 98

Customer Journey Customer Experience Customer Service Advertising 98

West Monroe

APRIL 10, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. About the episode Highmark Health had the goal of building a health ecosystem that worked better for everyone. How does this impact the way you think about digital products and experiences?

Healthcare 52

Healthcare 2023 Insurance Innovation 52

Customer Bliss

MARCH 29, 2016

Dear Mr. Friedman, As one of the architects of the customer experience for some great companies working to deliver customer service and delight, like you, I share your passion for getting it right for customers. This is the clearest path to customer-driven growth. It’s a major difference.

Customer Focused 0

Customer Focused Culture Leadership Connections 0

West Monroe

OCTOBER 11, 2022

Apple Podcasts. Google Podcasts. About the episode. Do you feel like you lead customers or customers lead you? Customers don't know what they don't know. Customers didn't know that was coming. But we're going to put those onto social media platforms and have customers vote on them. Group Copy.

E Commerce 52

E Commerce 2022 2021 2020 52

ChurnZero

APRIL 8, 2020

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? They are the lifeblood of your brand.

Customer Journey Mapping 81

Customer Journey Mapping Roadmap Customer Journey Customer Success 81

Playvox

SEPTEMBER 30, 2022

Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. Your team is one of the most important teams in your business because you have a direct line to customers, their concerns, and their insights.

Contact Center 67

Contact Center Article Customers Presentation 67

Kustomer

JANUARY 7, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Steven Maskell , Vice President of Customer Experience at Zones , to discuss how to create a personalized, data-driven customer experience. Creating a Data-Driven Customer Experience.

Customer Experience 88

Customer Experience Advertising Customers Brands 88

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? To remember why we do our jobs in the first place: the customer.

2017 79

2017 Article Customer Experience Chief Customer Officer 79

Wootric

FEBRUARY 14, 2019

They make our lives better, share their expertise, uplift our spirits, and show profound generosity. These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Tell us today on Twitter @Wootric.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Kustomer

MARCH 12, 2020

In this episode of Customer Service Secrets , Gabe Larsen is joined by Matt Dixon to discuss creating an effortless experience for customers. Matt worked for a profit think tank and currently works at a company called Tethr, an AI platform that helps customers understand and interpret data. Listen to the full podcast below.

2010 52

2010 Customers Multi-Channel Net Promoter Score 52

Uniphore

OCTOBER 4, 2021

This means modern businesses should not only keep customers happy but also exceed their expectations. Indeed, a recent PwC report found that the keys to great customer experiences are “speed, convenience, consistency, friendliness and human touch.” But importantly, it’s also critical to know what customers want and when they want it.

Customer Service 40

Customer Service Customers Brands Customer Success 40

Kustomer

SEPTEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , In this episode of Customer Service Secrets, Gabe Larsen is joined by Vipula Gandhi, the current Managing Director at Gallup, to discuss customer service data and the connection between customers and employees.

Net Promoter Score 52

Net Promoter Score Hospitality Customers Consulting 52

Kustomer

FEBRUARY 18, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by John Timmerman to talk about operationalizing the customer experience. John currently serves as Vice President of Operations at Mercy , providing exceptional customer and patient service.

Hotels 59

Hotels Customer Journey Mapping Culture Leadership 59

NetBase

JUNE 5, 2020

And there are key stats to consider as you plan your entertainment marketing spend, including: Customer data plays a significant role in advertising targeting and retargeting. Now in 2020 they play host to an interactive game show that delights consumers from their recliners. You’re seeing a peppering of production values.”

Innovation 73

Innovation Brands Social Media Advertising 73

Beyond Philosophy

APRIL 2, 2022

A common mistake organizations make with their experience is failing to understand customer expectations. This mistake will lead to customers feeling unhappy and disappointed—two emotions I guarantee won’t contribute to your customer-driven growth. Key Ideas to Improve your Customer Experience.

Consulting 13

Consulting Customer Expectations Customer Satisfaction Reference 13

Beyond Philosophy

MARCH 19, 2019

Today, people appreciate good Customer Experience, but not enough to talk about it a lot. What gets them talking to people about your brand is having a unique Customer Experience with moments of Innovative Service, or an Innovative Customer Experience. It is a customer centric surprise that delights your customers.

Innovation 135

Innovation Customer Centricity Loyalty NPS 135

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

2020 132

2020 Customer Experience Magazine Consulting 132

Customer Guru

JUNE 29, 2018

We, at Customer Guru, reckon that customer experience (CX) has become the key differentiator in the success and growth of any business. Raj and Vivek talk about the importance of customer experience in healthcare and how it is changing the healthcare industry. We’d be more than happy to help! Transcript.

Hospitality 76

Hospitality Healthcare Customer Experience Management 76

Kustomer

DECEMBER 24, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Greg Segall , Sean MacPherson , and Vikas Bharmbri to exchange views on the personal experience movement. Learn how these leaders relate to their customers on a deeper level by listening to the podcast below.

Loyalty 64

Loyalty Definition Connections B2B 64

ProProfs Chat

AUGUST 28, 2020

Customers are getting smarter. That’s why customers have higher expectations from you. Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization.”. Customers also expect flexibility and consistency when communicating with a brand.

Customer Expectations 105

Customer Expectations Net Promoter Score E-support Customers 105

C3Centricity

OCTOBER 7, 2020

Ever wonder how to get more people talking about your business? Then when you have converted them into customers, continue to keep them satisfied and give them something to talk about by surprising them too. Which is why I decided to write this article about the 7 key elements that will get people talking about us!

Marketing 77

Marketing NPS Net Promoter Score Brands 77

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Kustomer

AUGUST 27, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Vikas Bhambri, SVP of Sales and CX at Kustomer, 20 year CRM Contact Center Lifer, and Gabe’s partner in crime to make a big announcement. The Value of Self-Service.

Retail 52

Retail Contact Center Consumers Brands 52

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. In the times of the coronavirus pandemic especially, a primary meter that will set businesses apart is customer experience.

Customer Retention 21

Customer Retention E-support Social Media E Commerce 21

Kustomer

JUNE 27, 2022

A new era in customer service has arrived. The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Not one single survey has ever indicated that customers wouldn’t pay more for great service, according to Forbes. What Is Customer Service Software?

2022 98

2022 Customer Service E Commerce E-support 98

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

delighted

OCTOBER 21, 2021

Have you ever gushed to your friends about how happy you are with your new job? Perhaps you’ve posted on LinkedIn about a project your team just wrapped up, and how proud you are to work with such a motivated and talented group of people? Or, ever donned a company-branded tee when running errands? Let’s dig in. in public . in public .

Social Media 91

Social Media Net Promoter Score Brands Culture 91

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). That makes the NPS of NPS 32. blog linkedin twitter Why?

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NPS Net Promoter Score Metrics Effort Score 135

Kustomer

OCTOBER 29, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Freedman from Kustomer to evaluate the formula for high performing CX teams. Learn how Matt has successfully built brand loyalty in a new economy by listening to the podcast below. The Me-Economy.

Brands 52

Brands Omnichannel Loyalty E-support 52

Kustomer

OCTOBER 29, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Freedman from Kustomer to evaluate the formula for high performing CX teams. Learn how Matt has successfully built brand loyalty in a new economy by listening to the podcast below. The Me-Economy.

Brands 40

Brands Omnichannel Loyalty E-support 40

ProProfs Chat

AUGUST 8, 2019

Do you know that 52% of consumers make an additional purchase from a company after a positive customer service experience? Trust me, they all come looking for a good customer service experience, which at times, many brands fail to offer. But you need to know that good customer service stories aren’t made in a day or two.

Customer Service 51

Customer Service Airlines E-support Brands 51

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. podcast and the Experience Maker Show.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

SmartKarrot

JULY 27, 2020

Customer success! Goes without saying, customer success resources break the internet with a humongous flow of information, but it is kind of at sixes and sevens. Chief Customer Officer 2.0: Chief Customer Officer 2.0: Does the bet of service, both surprising and delighting make a customer stick around?

Customer Success 10

Customer Success 2014 Books Chief Customer Officer 10

Grade.us

JANUARY 7, 2019

They encourage clients to make a commitment, to make a yes or no decision Consumption: When clients grow to rely on you, they use your products and services more. Some widgets will provide value directly , others indirectly. Some will provide quantitative value while others will produce qualitative results.

Books 37

Books Download Retail Presentation 37

Interactions

JANUARY 6, 2022

Just last month on our podcast, The ConversAItion , Dr. Andrew Giessel, Moderna’s Director of AI and Data Science discussed how AI is at the heart of Moderna’s drug discovery and manufacturing processes. With the on-going impact of the pandemic, customers and businesses are increasingly turning to AI technology for independent reasons.

2022 71

2022 Customer Experience White Paper Contact Center 71