Qualtrics

NOVEMBER 20, 2020

One of the UK’s biggest banks - anonymized in this blog - understands just how important employees can be for CX. In the last few months, it’s dug into its CX and EX data to pinpoint the things that matter most to customers and employees. Starting with the employees. Uncovering what customers want.

Banking 26

Banking Employee Experience Connections Net Promoter Score 26

SurveyGizmo

FEBRUARY 14, 2023

First-to-market features drive deeper engagements to increase customer adoption, retention, growth, and advocacy. February 14, 2023 – Alchemer – a global leader in experience management and enterprise feedback technology – today announced the launch of Alchemer Workflow. LOUISVILLE, Colo.

Feedback 52

Feedback 2023 Customer Retention Connections 52

SurveySensum

FEBRUARY 29, 2024

Despite this, her job satisfaction plummeted due to a lack of recognition and support, resulting in a negative employee experience. This scenario underscores the critical link between employee satisfaction and overall organizational success. But the sad part is, that only 23% of employees feel truly engaged at work.

Culture 52

Culture Customer Satisfaction Loyalty Reference 52

ClearAction

NOVEMBER 11, 2022

When you proactively retain customers, your non-customer-facing groups collaborate to prevent recurrence of prevalent issues that cause customer pain. Your Marketing team supports customer retention in balance with customer acquisition. Your resources are freed-up from value-rescuing to value-creating.

Customer Experience 71

Customer Experience Workshop Competitive Advantage Leadership 71

Beyond Philosophy

MARCH 5, 2015

Southwest Attacks Its Late Problem Head-on with Its Customers. Southwest Airlines is a great Customer-centric airline with excellent employee engagement. If you enjoyed this post, you may be interested in the following blogs: The Customer Flight Experience. Should 4% of Customers Dictate Strategy?

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. Keeping Customers results in a high increase in value.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Beyond Philosophy

NOVEMBER 6, 2014

Transformational change can be difficult, but if you believe in the idea, you will push your organization to be more “Natural” in its pursuit of Customer-Centricity. What’s your Customer Strategy for your Customer Experience? Putting the Power of Your People To Work for Customer Centricity.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

GetFeedback

MAY 9, 2019

Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. At this stage, the cross-functional CX coalition team is also working on engaging the entire workforce in the strategy.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

One Millimeter Mindset

APRIL 8, 2019

Engage me to present a Storytelling for STEM Professionals and Left Brain Thinkers speaking program. . Think about the implications for employee experience and customer experience. Subscribe to my blog. Share your email address in the red box in the right column of this blog.

Presentation 75

Presentation Workshop Communication Download 75

One Millimeter Mindset

APRIL 11, 2019

Think of the implications of your actions, over coffee, on future employee experience and customer experience. Engage me to present one of my Storytelling for STEM Professionals and Left Brain Thinkers speaking programs. Subscribe to my blog. However, the good news is that you both solve problems.

Customer Retention 59

Customer Retention Download Employee Experience Communication 59

One Millimeter Mindset

MARCH 18, 2019

With them, and for them, on behalf of better serving each other and your customers. What type of employee and stakeholder experiences do you create? Let alone experiences leading to customer success and customer retention? Or are you actively engaged? Subscribe to my blog. Why is that?

Workshop 72

Workshop Customer Retention Communication Culture 72

Beyond Philosophy

OCTOBER 21, 2014

To reach this Natural state however, you have to look at your whole process, all the parts of the experience, and most importantly where you are going to make changes that transform the status quo. What Your People Need to be More Customer Focused. Define your desired Employee experience. Hiring Customer-Ready Employees.

Social Media 92

Social Media Customer Centricity Books Culture 92

One Millimeter Mindset

MARCH 11, 2019

This stereotype represents their aggregated employee experiences working with STEM professionals and other left brain thinkers. These aggregated non-technical stakeholder experiences often are neither constructive nor pleasant. Subscribe to my blog. Share your email address in the red box in the right column of this blog.

Customer Retention 58

Customer Retention Download Leadership Blog 58

Call Experts

JULY 17, 2019

Customer churn and retention are two of the most important considerations for your customer experience strategy. Successful companies understand the impact of engagement with their base and the influence of a well-mapped customer journey on their bottom line. More Blogs Menu. More Blogs Menu.

Customer Experience 66

Customer Experience Call Center Contact Center 2018 66

BirdEye

MAY 30, 2023

Microsoft’s State of Global Customer Service Report showed that 77% of customers view brands more favorably if they seek out and apply customer feedback. In this blog post, we’ll explore the best customer feedback tools you can use to quickly gather, manage, analyze, and action customer feedback.

2023 98

2023 Feedback Net Promoter Score Social Media 98

inmoment

JULY 22, 2020

Customer retention lies at the heart of everything from customer experience (CX) strategies to contact center tactics. Additionally, retaining and recovering existing customers is far more cost-effective for a brand than focusing solely on acquiring new business. the employee experience).

Social Media 52

Social Media Customer Retention Reference Contact Center 52

One Millimeter Mindset

FEBRUARY 28, 2019

Some of our most difficult customers also are the most rewarding. I’ve assembled this list of customer retention blogs I’ve written since the beginning of the year. Workforce Profitability retains Customers [link]. Communication Disconnects negatively impact Customer Retention [link].

Customer Retention 66

Customer Retention Blog Workshop Download 66

Beyond Philosophy

OCTOBER 8, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

OCTOBER 21, 2014

To reach this Natural state however, you have to look at your whole process, all the parts of the experience, and most importantly where you are going to make changes that transform the status quo. What Your People Need to be More Customer Focused. Define your desired Employee experience. Hiring Customer-Ready Employees.

Social Media 68

Social Media Customer Centricity Books Culture 68

Beyond Philosophy

OCTOBER 24, 2014

If you enjoyed this post, you might be interested in the following blogs: How Emotions Generate $$$. ROI on Customer Service–New Research from the Economist Intelligence Unit. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

ROI 74

ROI Net Promoter Score CEM 2014 74

Michel Falcon Experience

OCTOBER 23, 2014

Look around you, the most profitable and admired companies obsess over their customer and employee experience. With this in mind, I set off to create a new experience. Let me introduce you to the Experience Academy. We must all be focused on increasing customer retention to grow our business or departments.

2015 154

2015 Competitive Advantage Employee Experience Customer Retention 154

One Millimeter Mindset

JUNE 20, 2019

Consider your own employee experience with these clients? Engage me to present one of my Storytelling for STEM Professionals and Left Brain Thinkers speaking programs, workshops or moderated facilitation services. Subscribe to my blog. Share your email address in the red box in the right column of this blog.

Workshop 74

Workshop Download Employee Experience Blog 74

Lumoa

NOVEMBER 17, 2022

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. Customers search for easy shopping solutions on clear, engaging websites. Your customers will feel valued and trust your brand.”. trillion by 2025.

E Commerce 83

E Commerce 2023 E-support Customer Experience 83

Beyond Philosophy

OCTOBER 29, 2014

So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Beyond Philosophy

OCTOBER 8, 2014

If you enjoyed this post, you might be interested in the following blogs: 7 Signs that Your Executive Team is Not On Board with Your Customer Experience Agenda. How Customer Centricity Plays Out in Customer Experience and Affects Customer Retention. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

If you enjoyed this post, you might be interested in the following blogs: 7 Signs that Your Executive Team is Not On Board with Your Customer Experience Agenda. How Customer Centricity Plays Out in Customer Experience and Affects Customer Retention. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

One Millimeter Mindset

JANUARY 28, 2021

The type of outcomes which retain not only clients, but also your employees, as well. You just might find yourself quoted in my next blog post! Engage me to present a One Millimeter Mindset program! Let me know what you think. Click here and send me your thoughts. 3 Ways to Avoid Professional Complacency in 2021.

Innovation 121

Innovation 2021 Leadership Consulting 121

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. Lior is a thought-leader, author, and speaker and has expertise in customer experience and employee engagement.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Bold360

JUNE 19, 2019

You may likely need to do some organizational restructuring as you shift from an IT-led engagement approach and create a team dedicated to customer experience. Are customers not converting on your website, wasting advertising spend? Is customer retention too low, yielding a poor ROI on marketing and sales efforts?

E Commerce 45

E Commerce E-support Metrics Contact Center 45

One Millimeter Mindset

AUGUST 21, 2019

Engage me to present one of my Storytelling for STEM Professionals and Left Brain Thinkers speaking programs, workshops or moderated facilitation services. Subscribe to my blog. Share your email address in the red box in the right column of this blog. Share your email address in the red box in the right column of this blog.

Workshop 75

Workshop Download Connections Blog 75

One Millimeter Mindset

APRIL 20, 2021

Your professional role is mission critical to acquiring, serving, and retaining customers. First, read these 3 blog posts. Engage me to present a One Millimeter Mindset program! Or do you prefer to play a behind-the-scenes role when it comes to revenue generation? Except that there really is nowhere to hide. Contact me here.

Leadership 79

Leadership Consulting Innovation Presentation 79

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. Control Your Self-Service Customer Experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

White Paper 160

White Paper 2014 2015 2012 160

SurveySensum

OCTOBER 23, 2023

This includes limited integrations, expensive, tacky predefined templates, limited survey customization options, a confusing setup, and many more. But doing a detailed comparison is a time-consuming process which is why this blog provides you with a list of the top 9 GetFeedback alternative tools. which simplifies the workflow.

2023 52

2023 NPS Multi-Channel Feedback 52

Gainsight

JUNE 2, 2022

Gainsight is not just about customer success. We are about Net Revenue Retention (NRR) and customer retention. Hubspot is an incredible organization that understands both the customer and employee experience. A female Chief Customer Officer ascended into the CEO position.

2022 52

2022 Chief Customer Officer Innovation Connections 52

One Millimeter Mindset

FEBRUARY 13, 2019

A valuable association chapter member experience is the lifeblood of an association chapter. Yet, like their business counterparts, state chapters of national associations can struggle to retain an actively engaged and growing membership. Is chapter leadership actively engaged in making each member welcome throughout each meeting?

Workshop 63

Workshop Leadership 2019 Books 63

One Millimeter Mindset

MARCH 6, 2019

So are our post sale execution experiences. . Successful post sale execution experience continuously leverages buyer, seller and other stakeholder engagement. When stakeholders, across all professional disciplines, perceive customer experience as a series of step-wise, linear experiences, things fall through the cracks.

Sales 68

Sales Workshop Customer Confidence Touchpoint 68