Beyond Philosophy

JULY 13, 2021

When I was writing my first book, Building Great Customer Experiences , back in 2002, I interviewed a source from BMW who said something I never forgot: “We don’t have any ‘Only-ers’ in our organization.” Unfortunately, it does not come across that way to a customer. It is out of the employees’ hands.

Customer Experience 167

Customer Experience Call Center Hotels Insurance 167

BirdEye

OCTOBER 31, 2023

Reputation management is the process of shaping public perceptions of a brand. It’s about fostering positive brand awareness, growing favorable public sentiment, and addressing any negative impressions. You can customize reports (what you want to know, how often you want to know, where you want to “listen,” etc.)

Management 109

Management Social Media Multi-Channel Feedback 109

SurveySensum

JULY 17, 2023

Do you have a favorite brand that you love to shop from even if you have absolutely no shopping requirements but go there just for the experience? Because I do and that brand for me is IKEA. The same goes for the brand’s online store. Track customer feedback in real-time and take immediate action to resolve issues.

Retail 52

Retail Customer Experience Sports Customers 52

SurveySensum

JULY 17, 2023

Do you have a favorite brand that you love to shop from even if you have absolutely no shopping requirements but go there just for the experience? Because I do and that brand for me is IKEA. The same goes for the brand’s online store. Track customer feedback in real-time and take immediate action to resolve issues.

Retail 52

Retail Customer Experience Sports Customers 52

GetFeedback

JANUARY 6, 2020

To meet the needs of the emerging B2B consumer, B2B marketers need to rethink and evolve every aspect of their strategies, programs, and tactics, from branding to lead generation and post-sale engagement. Businesses need to be better at treating customers as individuals , each with their own goals and preferences.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Customer Guru

FEBRUARY 13, 2018

In this candid interview with Customer Guru, she discusses the challenges that she faced as a CX professional and how she resolved them. She has also explained the closed-loop process that has helped Ferns N Petals to massively improve the experience provided to customers.

Customer Experience Management 93

Customer Experience Management E Commerce Customer Experience 2002 93

Kerry Bodine

APRIL 30, 2019

And while Friendster (founded in 2002) paved the way for Myspace, and Myspace (founded in 2003) paved the way for our current social media giants, neither deserve credit in my book for sparking the customer experience discipline. Remember the Comcast technician who fell asleep on a customer’s couch back in 2006?

Events 59

Events 2006 Net Promoter Score 2007 59