ShepHyken

DECEMBER 20, 2019

This week we feature an article by Sabio who explains why developing a customer experience strategy is essential for your business to improve its bottom line. Developing a customer experience (CX) strategy for your business has never been more important. 67% would pay more for a better customer experience.

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Blog Customer Experience Roadmap Financial 83

ShepHyken

MARCH 16, 2018

This week we feature an article by Marlene Caroseli who shares some great activities and questions to help customer service representatives improve their service and make the customers experience better. – Shep Hyken. Chip Bell is known for helping organizations create a customer-centric culture.

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Blog Customer Service Representative Books Customer Centricity 76

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated.

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Blog Customer Experience Contact Center Interaction 94

Beyond Philosophy

NOVEMBER 4, 2023

He felt it keenly when gathering the following 14 statistics for this episode. For example, one statistic says by applying certain principles, organizations can expect 85 percent increase in sales growth and more than 25 percent in gross margins. Colin sometimes struggles with a glass-half-empty disposition. Maybe, maybe not.

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2024 2006 Customer Satisfaction Presentation 78

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. Contact centers have to adapt and continuously evolve in order to meet customer expectations.

Contact Center 52

Contact Center Blog Banking Competitive Advantage 52

CX University

MARCH 4, 2024

Customer experience (CX) has taken center stage, reshaping the way businesses engage with their audience. The rise of omnichannel experiences has revolutionized the traditional customer journey, offering a seamless and integrated approach across various touchpoints.

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Omnichannel Interaction Touchpoint Social Media 52

CX Accelerator

OCTOBER 26, 2019

I loved basketball and memorized all the statistics of every player in the league. Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. Others collect travel experiences, dolls, toys, electronics, video games. All humans like to collect.

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Customer Service Seminar Travel Customers 182

CX Accelerator

OCTOBER 26, 2019

I loved basketball and memorized all the statistics of every player in the league. Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. Others collect travel experiences, dolls, toys, electronics, video games. All humans like to collect.

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Customer Service Seminar Travel Customers 182

BlueOcean

MARCH 31, 2022

If you’ve been a reader of Blue Ocean’s blog for any length of time, you probably know we love sports and particularly baseball. Companies of all sizes can benefit from workforce planning that puts exactly the right resources in place at the right time, doing the right things to deliver on an excellent customer experience.

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Contact Center Sports Management Customer Care 296

Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. These skill areas are: 1) subject matter expertise, 2) technology/programming and 3) statistics/math. I did my part this year to spread interest in analytics to more people.

2017 46

2017 White Paper Blog Competitive Advantage 46

Beyond Philosophy

DECEMBER 6, 2018

I decided that for people working in Customer Experience, we needed a way to stay on message, too. So, I am going to share with you some vital statistics about Customer Experience and how they deliver ROI because let’s face it, it’s about the ROI, Stupid. 8 Key Stats That Show You Customer Experience Delivers ROI.

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ROI Customer Experience 2008 Customers 164

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). If you’re reading this blog post, you are probably one of them.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. blog posts for 2014 were: Got Empathy? : The top 10 B.O.B.

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2014 Metrics Net Promoter Score Blog 76

SmartKarrot

FEBRUARY 16, 2022

Not just brand loyalty, CX is a key factor when making purchase decisions, customer retention, and even word-of-mouth advertising. Considering this importance, we have brought a list of 75 customer experience statistics to you. These will help you efficiently create an excellent experience for your customers.

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2022 Customer Experience E Commerce Social Media 10

BirdEye

FEBRUARY 15, 2024

In this blog, we’ll delve into the latest online review trends, insights, and strategies to help you paint a detailed picture of consumer behavior and use it to your advantage. Why are online review statistics important for your business? How businesses respond to reviews, whether positive or negative, also speaks volumes.

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2024 Automotive 2023 Healthcare 109

BirdEye

NOVEMBER 28, 2023

This statistic shows that your customers are looking for you online. You must monitor what your customers say about you, respond to their remarks, and use their feedback to improve. You must monitor what your customers say about you, respond to their remarks, and use their feedback to improve.

Management 107

Management Social Media 2007 Reference 107

ProProfs Chat

JANUARY 30, 2020

“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online. Customer expectations.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. These skill areas are: 1) subject matter expertise, 2) technology/programming and 3) statistics/math. I did my part this year to spread interest in analytics to more people.

2017 40

2017 White Paper Blog Competitive Advantage 40

Daniel Group

APRIL 18, 2024

Intuitively, we recognize the pivotal role of communication in delivering a memorable customer experience. If you reflect on your own positive experiences, many of them likely arose from the effectiveness of communication. This statistical result is consistent with my observations of customer behavior.

Communication 98

Communication NPS Net Promoter Score 2008 98

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Optimove

DECEMBER 25, 2023

Get CDP Institute’s Guide on why your CDP needs a brain Download Now Why it Matters: Today’s hyper-connected customers interact with brands through a dizzying myriad of channels, from websites and email to mobile phones and social media. Download Now >> Why Is Customer Journey Orchestration Important?

Customer Journey 59

Customer Journey Customer Journey Mapping Download Touchpoint 59

ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. This not only drives increased revenue but also provides unexpected value to the customer. Shep Hyken.

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Blog Customer Experience Telecommunications Fashion 86

Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. So, you have an experience with some friction and frustration within it.

ROI 78

ROI Return on Investment Measurement Customers 78

Beyond the Arc

SEPTEMBER 15, 2020

Delivering exceptional customer experience isn’t about having the best products or services. It’s about making sure your customers have the experience they like to feel, while getting what they need. The post Humanity 101: 5 Essentials for getting customer experience right appeared first on Blog @beyondthearc.com.

Net Promoter Score 52

Net Promoter Score Customer Experience Blog Customers 52

Beyond Philosophy

SEPTEMBER 1, 2022

We’ve all had experiences where we can anticipate what’s coming. He’s posted many videos and written several excellent books on the topic, including The Myth of Experience. Moreover, it is based on our experiences in the past. It happens based on our exposure and experiences. What is Intuition?

Books 148

Books Connections Leadership Consulting 148

Feedbackly

JULY 18, 2023

Is there a greater joy than hearing your customers rave about your products and service? Therefore, for businesses, understanding and influencing customer emotions is important, if not critical. While a customer may first choose your product for its amazing features or affordability, emotions can help nurture a stronger relationship.

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Customer Journey Feedback Customers Brands 98

Hello Customer

MAY 19, 2021

Organizations have multiple touchpoints which define their level of customer centricity. Since it plays a critical role in defining the level of customer centricity within the organization it can’t be overlooked. Recently, many organizations saw peaks in demand for customer service and the requests never went down.

Competitive Advantage 98

Competitive Advantage Customer Care 2021 Customer Centricity 98

Optimove

SEPTEMBER 29, 2023

Optimove also ranked second for Customer Intelligence, and third for Measurement and Optimization. Gartner reported, “The critical characteristic of Challengers is that they have capable, proven and mature products, with numerous live customers, with an overall solid and well-recognized position in the marketplace,” the report states.

2023 78

2023 Marketing ROI Download 78

CX University

MARCH 18, 2024

In today’s digital age, businesses are on a mission for fresh, exciting ways to connect with their customers and craft unforgettable, personalized journeys. By analyzing this wealth of data using sophisticated algorithms, businesses can gain deep insights into individual customer preferences, behaviors, and intent.

Customer Experience 52

Customer Experience Retail 2023 2022 52

Beyond Philosophy

AUGUST 15, 2019

This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience strategy. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast.

Measurement 125

Measurement Net Promoter Score NPS Metrics 125

Feedbackly

JUNE 15, 2023

If left unresolved or unaddressed, they can have an adverse impact on your brand image and lead to high customer churn rates. If you look at it objectively, they offer an opportunity to identify the pitfalls and improve the customer experience. Here are some great tips on tackling customer complaints effectively.

Feedback 98

Feedback Customer Journey Customers Brands 98

Bob Hayes

SEPTEMBER 18, 2017

A new customer analytics survey of 80+ companies provides a look into the state of analytics in customer programs. The use of machine learning was one of the least adopted practice in customer programs (38% of companies). The use of machine learning was one of the least adopted practice in customer programs (38% of companies).

Loyalty 113

Loyalty Competitive Advantage White Paper Social Media 113

BirdEye

OCTOBER 11, 2023

Customer experience is much more than just a buzzword, especially in the insurance industry. And that is why it is time to understand the factors contributing to customer experience in the insurance industry. Zendesk reports that 50% of consumers will switch to a competitor after one bad experience.

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Insurance Customer Experience Social Media Omnichannel 109

iCiDIGITAL

AUGUST 23, 2018

That line reiterates a core reason why companies partner with us and trust us to develop their customer experiences. On the analytics team, we improve the functionality of tools like Adobe Analytics and Adobe Target and increase the value they drive for our clients and their customers. 2) Define the Customer Journey.

ROI 136

ROI Reference Measurement Events 136

ShepHyken

AUGUST 29, 2022

Each week I read many customer service and customer experience articles from various resources. 10 Ways To Keep Your Existing Customers Around for the Long-Term by ASBN Newsroom. Atlanta Small Business Network) The biggest marketing cost most small businesses face is that of acquiring new customers.

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2022 Article Customer Service Customer Retention 64

NICE inContact

OCTOBER 10, 2019

If ice cream flavors were brands, I’d be a die-hard customer devoted to The Mint Chocolate Chip Company for life. I can even think back to great experiences I’ve had with mint chocolate chip ice cream ever since I was a boy in a bathing suit. Talk about customer retention. The statistics behind the emotions.

Customer Retention 70

Customer Retention Customer Experience Contact Center Customers 70

Beyond Philosophy

APRIL 13, 2023

However, during my fuming, it also occurred to me that FOMO is a powerful driver of customer behavior. Missing out on the experience is losing it, in a sense. So, we not only fear being excluded from the experience but also being excluded socially. Regret or even anticipated regret is also a powerful motivator.

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Social Media Marketing 2021 Events 78