GetFeedback

DECEMBER 27, 2018

Customer feedback can reveal opportunities for major business growth—what customers want, straight from their own mouths. Customers benefit from sharing feedback too. According to AgilOne’s Consumer Survey , over 70% of US and UK consumers expect some form of personalization from the brands they buy from. Survey purpose.

Net Promoter Score 225

Net Promoter Score Feedback 2015 2010 225

Beyond Philosophy

JULY 7, 2022

One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. Customer Experience management has been absorbed into Customer Science in the past couple of years; how will that apply to brick and mortar?

Retail 160

Retail Online Experience Interaction Technology 160

Experience Investigators by 360Connext

MAY 20, 2015

What is customer experience? According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. Unhappy customers will harm your brand. YOU DON’T.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

ShepHyken

JUNE 1, 2018

This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. Your most unhappy customers are your greatest source of learning” – Bill Gates , Microsoft Founder. Probably not.

Blog 104

Blog Customer Satisfaction Sales Article 104

Beyond Philosophy

JUNE 15, 2023

Your brand is in a relationship with your customers. To help yours be more beneficial than not, we have five rules about how to build strong brand relationships with your customers. However, this part isn’t relevant to customers. Remember, people don’t form relationships with clouds.

Brands 145

Brands Banking Insurance Connections 145

GetFeedback

APRIL 3, 2019

The company’s success hails from their ability to produce need-to-have products inspired by firsthand experiences and their relentless pursuit of delivering the best customer experience. As YETI’s popularity grew, their customer base increased along with it. Can you tell us about it? YETI has a cool history.

Feedback 220

Feedback Omnichannel 2006 Interaction 220

Oracle

JULY 14, 2020

Below is a look at a few of these trends, including contactless consumer experiences, the ability for employees to “Work From Anywhere”, virtual engagements, and the acceleration of messaging as a channel. Contactless consumer experiences: payments. Contactless consumer experiences: curbside pickup.

Customer Experience 111

Customer Experience 2025 Consumers Wireless 111

GetFeedback

APRIL 8, 2019

And let’s be honest, that doesn’t improve the customer experience. In fact, 60-70% of B2B marketers admit they don’t understand their buyers, which is exactly what buyer personas are designed to do. Only then can you give users the experiences they crave. Come on, demographics are obvious, aren’t they?

B2B 207

B2B Social Media Blog Customer Journey Mapping 207

SurveySparrow

DECEMBER 25, 2023

Focusing on an overall experience or individual aspects of a customer journey and improving each touchpoint experience. Maybe you might get clarity by the end of this blog as you learn about the meaning, importance, benefits, and best practices to enhance transactional NPS. But what do you think works better?

Net Promoter Score 52

Net Promoter Score Insights NPS Touchpoint 52

Experience Investigators by 360Connext

JUNE 4, 2015

I hosted a webinar last week about digital experience. This is the next step after customer journey maps in some cases, the first case in others. Free Webinar June 25th: Walking in Your Customers’ Shoes. The customer craves a truly seamless omnichannel experience. The best experiences are consistent.

Omnichannel 219

Omnichannel Customer Journey Mapping Webinar Customer Journey 219

GetFeedback

APRIL 19, 2018

We talk about great survey design a lot, but besides being modern and mobile-friendly, what else can you do to keep respondents tuned in? This simple tweak offers a far better user experience, because respondents can answer the first question without leaving their inboxes. Check out how we use website surveys on our blog.

Engagement 170

Engagement Effort Score Measurement Article 170

ChurnZero

DECEMBER 21, 2023

Without making those choices upfront, you’ll find it hard to create a good customer experience and scale it, and you’ll easily fall into the chaotic trap of “doing what it takes”. To make the right choices, however, you need a deep understanding of what your customers need and expect from you. But we can’t do it all.

Sales 52

Sales Customer Success Webinar Tourism 52

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken.

Blog 94

Blog Technology Customer Service Management 94

Experience Investigators by 360Connext

FEBRUARY 5, 2015

The Retail Trends Report from Retail Customer Experience is full of valuable insights on both consumers and retailers and how they’re feeling about the way we are shopping today. Customer engagement. I find the operational “challenge” of customer engagement particularly telling.

Customer Engagement 212

Customer Engagement Engagement Retail Leadership 212

Experience Investigators by 360Connext

JULY 24, 2015

Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. Here are some questions for customer experience leaders to consider. Who will lead customer experience next?

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

Optimove

JANUARY 12, 2023

“If you ask us, we have no doubt where 2022, and the entire foreseeable future of marketing, is headed” is how we started the blog summarizing last year’s Optimove Connect End of Year Forum. “We don’t see massive drop in activity, but we’ve noticed that people spend less,” he added.

2023 52

2023 2022 Consumers Marketing 52

SurveySensum

JANUARY 17, 2024

Did you know on average, only 33% of people finish those feedback surveys you get after shopping or using a service? That means companies need to catch up on what two-thirds of customers think. After working with many businesses across different industries, this fact got me thinking: Why isn’t having a good survey enough?

Customer Satisfaction 52

Customer Satisfaction Feedback Demo Customers 52

Experience Investigators by 360Connext

MARCH 13, 2017

Even the SXSW mobile app has a new bot this year, named Abby. Having thousands of attendees ask for the same information can be an experience destined to disappoint the customer. There are entire organizations learning how to manage and manipulate the incredible amount of data now available to us. Bots are everywhere.

2017 152

2017 Events Webinar Blog 152

SurveySparrow

SEPTEMBER 9, 2023

Perfecting your product experience might sound like rocket science but honestly, we’ll say it’s not. Hold on, don’t panic. In this blog, we’ll deal with the power of product experience analytics, its importance, top trends, and all that you need to know for enhanced PX and CX.

Insights 52

Insights User Experience Interaction Feedback 52

Beyond Philosophy

MAY 3, 2018

How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. We all can see from surveys like this (#2), or this one (#6), Customer Experience has been a significant area of concern for many CEOs recently.

Wireless 113

Wireless 2018 2017 2002 113

BirdEye

NOVEMBER 7, 2023

As customers verify your brand’s reputation on top car review sites , you need to ensure that your email marketing strategy also delivers to meet their expectations. These emails are strategically crafted to engage potential customers, nurture leads, and drive sales. It is effective communication.

Sales 113

Sales Automotive Advertising Demo 113

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. We discussed the profitability of lousy customer service on a recent podcast.

Customer Service 188

Customer Service Consulting Customers Poor Customer Service 188

GetFeedback

OCTOBER 10, 2018

In 2003, business strategist Frederick Reichheld published an article in Harvard Business Review in which he states that “the only path to profitable growth may lie in a company’s ability to get its loyal customers to become, in effect, its marketing department.”. They’re not loyal to your brand and can easily switch to a competitor.

Net Promoter Score 170

Net Promoter Score NPS Brands 2003 170

Beyond Philosophy

SEPTEMBER 22, 2022

Memory is fascinating and a broad topic related to experiences. Therefore, one issue of the newsletter won’t be enough. In this issue, we explain why memories are essential to experiences, when we use them to decide sometimes, and how memories form. Memories define us, from what to do to who we trust.

Retail 88

Retail Connections Consulting Interaction 88

Beyond Philosophy

APRIL 4, 2019

Branding is a critical topic in Customer Experience. We discussed where branding and Customer Experience interact and prioritize in a recent podcast. We also explained how the two concepts are crucial to creating brand and customer loyalty. Customer Experience delivers against that promise.

Loyalty 130

Loyalty Brands Insurance Call Center 130

Experience Investigators by 360Connext

OCTOBER 1, 2014

How do you build customer relationships in today’s high-tech marketplace? Customers are casually dating competitors while we are constantly learning what makes them happy and trying to speak their language. Email is one of the few fertile grounds you have left for building customer relationships.

E-support 274

E-support 2013 2014 Social Media 274

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. Seamless experiences 5. Immersive experiences 7.

Customer Experience 83

Customer Experience Omnichannel Multi-Channel Competitive Advantage 83

Beyond Philosophy

NOVEMBER 23, 2016

How much time did you spend on your mobile today? hours; no, but if it weren’t mine I would be; and yes.) Over two billion people use them two hours a day. With this much time spent fiddling with the phone, the chances are that many of your customers’ ONLY Customer Experience is a mobile user experience (UX).

Customer Centricity 167

Customer Centricity Books User Experience Brands 167

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience?

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Optimove

MARCH 29, 2022

If you’ve read our official press release from today (March 29th, 2022), you know that “Optimove, the leading CRM Marketing Platform, today announced its acquisition of Kumulos, a Dundee, Scotland-based provider of a personalized messaging platform for mobile applications.”. So, let us rephrase our own words: Optimove (that’s us!),

Marketing 59

Marketing Multi-Channel Sports Telecommunications 59

Oracle

FEBRUARY 27, 2019

Imagine this: 4 individuals sit down in a conference room to build a customer experience strategy. The fourth sits quietly — ignoring the others — while jotting down notes on how to best nurture previous customers. CX doesn’t happen at one singular point in time. ” Convert leads to customers.

Customer Experience 103

Customer Experience Retail Social Media Consulting 103

Beyond Philosophy

JANUARY 19, 2022

If you haven’t, Fortune.com describes the metaverse as a digital universe that users access through virtual reality (VR). We hosted an expert on a recent podcast to tell us how the metaverse will change brand marketing. He has been working with Coca-Cola on their use of the beginnings of the metaverse.

Entertainment 88

Entertainment Books Technology Interaction 88

Retently

MARCH 29, 2023

This huge success actually shows us the big picture of how markets work. So how does the world’s NPS leader achieve such a high level of customer satisfaction? From implementing innovative features to perfecting the customer experience, today we’ll share the secret ingredients that make Tesla so special. Remarkably safe.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

SurveySensum

MARCH 17, 2023

The automotive industry has recognized the importance of offering a seamless customer experience and is evolving by adopting new customer experience trends. Accenture’s recent study stated that 92% of dealers believe that customer experience will play an integral role in future growth.

Automotive 52

Automotive Customer Experience 2023 Entertainment 52

Experience Investigators by 360Connext

MAY 30, 2018

To be better at serving customers, better at increasing efficiency, better at employee development, and hopefully, better at staying ahead of the competition. HOW will learning affect customers? How will we connect the dots between efficient behaviors internally and understanding customers ? Then reinforce those ideas again.

Connections 146

Connections Consulting Blog Innovation 146

SurveySparrow

SEPTEMBER 25, 2023

Customers hold the key to business success and there’s no doubt about that. But, what is it that keeps customers not just coming back for more, but singing praises and referring friends? Well, the answer lies in the art of the customer experience lifecycle. What Is Customer Experience Lifecycle?

Customer Experience 52

Customer Experience E Commerce Social Media E-support 52

Experience Investigators by 360Connext

JANUARY 30, 2015

With the personalized service, outstanding selection and in-store cafe options, they’ve built a loyal following of customers. I didn’t have much experience with Mariano’s simply because there isn’t one in my part of town…yet. His experience has been the same. It’s automatic.

2013 252

2013 Customer Service E-support 2014 252