Beyond Philosophy

FEBRUARY 15, 2024

As part of this exercise, choosing an emotion that drives value for your customers is essential. In 2005, my fieldwork revealed 20 emotions that drive or destroy value in a Customer Experience. Value means you get a return, which could mean increases in revenue, profitability, customer satisfaction, or decreases in costs.

Connections 88

Connections Loyalty Brands 2005 88

ShepHyken

FEBRUARY 21, 2022

How to Use Content Marketing for Customer Retention and Loyalty by Express Computer. Express Computer) It is indeed an undeniable fact that customers that are happy and satisfied tend to stick around for long. It also adds to the customer experience. How To Be A Customer Experience Clairvoyant by Chip Bell.

Article 71

Article 2022 Customer Service 2005 71

Service Untitled

MARCH 24, 2014

Amazon’s $20 increase for Prime members certainly drew a lot of derogatory hoopla this past week with social media and forums all buzzing with criticism about the 25% hike. In fact, according to Brand Key, a loyalty consulting agency, Amazon’s ratings dropped from 93% to 83% two days following the hike.

Loyalty 58

Loyalty 2005 Loyalty Programs Rewards Programs 58

Service Untitled

OCTOBER 15, 2013

The buzz phrase “social listening,” also known as social media monitoring, can help organizations and businesses be more effective and build stronger brand relationships. Perhaps the Dell story with the “power to do more” further explains the concept of “social listening.”

Social Media 77

Social Media 2005 Advertising Customer Satisfaction 77

Service Untitled

FEBRUARY 6, 2013

While the digital realm can indeed help all of us to buy smarter, perform better, and be better educated, can it ever replace a human at the hub of customer service? Treat the customer with respect. Customer service is an ongoing project of education, training, and hiring the best people for the job. The conversion.

Customer Service 83

Customer Service 2005 Social Media 2011 83

InteractionMetrics

JULY 22, 2016

The problem is that customer surveys are easily plagued with biases and other flaws—resulting in data that’s inaccurate or that fails to uncover the drivers of customer loyalty. Your CEO—will your survey engage them with the voice of the customer? The marketplace—how does your survey compare with the competition?

2005 45

2005 Metrics Touchpoint Social Media 45

ProProfs Chat

DECEMBER 23, 2019

Customer experience metrics have penetrated most organizations. But it is not just about customer satisfaction surveys or getting to track the Net Promoter Score although both can be part of the overall equation. This allows you to boost customer satisfaction and keeps customers delighted.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96