Beyond Philosophy

NOVEMBER 24, 2014

This budget is earmarked to exceed Customer Expectations. These resources enable the team to take action in cases where it is needed to surprise and delight Customers. The Only Expectations That Matter in Customer Experience Design. How to Make or Break Your Customer Experience.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Beyond Philosophy

JULY 16, 2020

We wrote about memory in our latest book, The Intuitive Customer , as one of the seven imperatives. Customer loyalty is a function of memory. Also, memories of Customers Experiences are the result of the Peak-End Rule, introduced by Nobel-Prize winning economist Professor Daniel Kahneman.

Events 194

Events Books Consulting Feedback 194

Kustomer

APRIL 21, 2022

In this episode of the Customer Service Secrets Podcast, Gabe Larsen divulges the secrets to turning customers into brand ambassadors for optimal growth. CX and marketing go hand in hand when it comes to building brand loyalty. Encouraging customers to spread the good word is easy to do when they’re incentivized.

Social Media 98

Social Media Brands Loyalty Marketing 98

Kayako

JANUARY 17, 2018

Metrics like leads, revenue, and sales put a large emphasis on customer acquisition. That means many teams focus more on winning customers than on keeping them happy. NPS measures customer loyalty. It can help elevate customer experience to the realm of measurable business goals.

Customer Experience 179

Customer Experience Net Promoter Score NPS Touchpoint 179

Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company.

CEM 131

CEM Loyalty Blog Books 131

Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company.

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

Experience Investigators by 360Connext

JUNE 25, 2019

The term “customer experience” usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. I am often asked about business-to-business (B2B) as a separate experience. So c onsider the customer experience design from Company X’s perspective.

B2C 137

B2C B2B Customer Experience Culture 137

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. Dobrev asserts that most consumers say they want more choices, but they really want just enough choices. Like the famous discerning fictional heroine Goldilocks, consumers want an amount of choices that is just right.

CEM 121

CEM 2004 Books Retail 121

Beyond Philosophy

MARCH 12, 2015

What we need now is more action to address irrationality in Customer Experience design to include how it makes our Customers feel. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th.

CEM 166

CEM Customer Centricity Customer Experience Management Customer Retention 166

Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company.

Loyalty 90

Loyalty Blog Books Customers 90

Michelli Experience

AUGUST 15, 2018

Experience design keys for the future. My work in customer experience design has spanned decades, industries, and continents. Experience Design Defined. If you would like to discuss your experience design opportunities and processes, I would love to set aside time to chat.

Automotive 40

Automotive Definition Hospitality Reference 40

Beyond Philosophy

NOVEMBER 4, 2014

Both psychologists and economists agree that too many choices can paralyze consumers so they can’t make a choice at all. The circle of choice, or needing to have many choices available but not too many to create confusion and buyer’s remorse for their Customers, creates a paradox for many organizations in their Customer Experience design.

CEM 113

CEM 2014 2011 2010 113

Michelli Experience

MARCH 11, 2016

Automated SMS platforms, too, are on the rise, boosting the total number of consumers considering text-for-service options superior than other provided offers. Two: Mobile Loyalty Programs Work. An astounding 90 percent of smartphone users enrolled in mobile loyalty clubs have found them beneficial. Six: The Numbers Don’t Lie.

Technology 56

Technology Marketing Loyalty Programs Multi-Channel 56

Hero Digital

DECEMBER 11, 2018

Customer experience design is all about putting the customer first to build and deliver solutions that are both memorably helpful and enjoyable. But as products and services continue to emphasize customer satisfaction, the future of brand differentiation will be creating emotional brand experiences.

Connections 42

Connections 2018 Brands Healthcare 42

Beyond Philosophy

JULY 6, 2023

However, the consumer reviews of this hotel are off the charts. Neither of these purchase motivations portends loyalty or customer retention based on the value you provide. Just some old-fashioned Customer Experience design and excellent experience delivery of the small stuff by the staff.

Hotels 78

Hotels Fashion Workshop Government 78

Beyond Philosophy

SEPTEMBER 19, 2019

While it is not a massive decline, it is disappointing to see this trend given the significance of Customer Experience in business. The UK CSI measures what’s relevant to consumers and customers in five different areas: Professionalism: How helpful and knowledgeable are the people or websites I visit?

Customer Satisfaction 113

Customer Satisfaction 2002 Customers Books 113

Michelli Experience

NOVEMBER 8, 2017

In her Forbes.com article titled How Gratitude Advances Marketing and Business, Cheryl Conner notes that business leaders should: Go for gratitude first, and loyalty will follow. But two-thirds of marketers view loyalty programs as a way for consumers to demonstrate their loyalty to brands. Gratitude and Business.

Customer Experience 45

Customer Experience Loyalty Programs 2003 Loyalty 45

Lumoa

FEBRUARY 9, 2023

It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

ERDM

JANUARY 22, 2019

Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C). These interviews uncovered four universal truths of customer experience (CX): • There is a dangerous chasm between the CX fantasy of brands versus the reality that people actually experience.

Customer Experience 53

Customer Experience Sales Customers ROI 53

ERDM

JANUARY 22, 2019

Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C). These interviews uncovered four universal truths of customer experience (CX): • There is a dangerous chasm between the CX fantasy of brands versus the reality that people actually experience.

Customer Experience 49

Customer Experience Sales Customers ROI 49

Wootric

FEBRUARY 14, 2019

Why we love David : He’s VP of Customer Insights at Ancestry.com. A seasoned CX pro, David was with the Global Consumer Insights team at Clorox and Head of Global Research and Brand Strategy at Fitbit before joining the venerable family history and genomics company. Lisa Abbott. Melinda Gonzalez. Sarang Bhatt.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Storyminers

JULY 29, 2016

In today’s competitive marketplace, consumers have an increasing amount of choices- and they aren’t afraid to try them. There always seems to be a new product, service, or experience within reach of a brand’s current customer. And as we all know, replacing an existing customer costs 7 times more than retaining them.

B2C 49

B2C Customer Retention Brands Social Media 49

Lumoa

JUNE 9, 2020

In this article, we’ll talk about key strategies to improve your eCommerce customer experience, how to create a more memorable customer journey for your users, and the best ways to incite loyalty and excitement. But there are benefits to both, and they’re especially useful when you view them together.

Customer Experience 83

Customer Experience Feedback 2025 Retail 83

Michelli Experience

DECEMBER 6, 2016

Here are some random but interesting tidbits for your consideration: International Customer Management Institute’s research on business leaders suggests that 62% think mobile customer service is a competitive differentiator. Given global choice and the power of social media…customer experience elevation is here to stay.

Customer Experience 85

Customer Experience Social Media Mobile Customer Service Consulting 85

CSM Magazine

AUGUST 22, 2019

Check out the full speaker line-up for the Customer Service Summit here! Hear from 40+ customer support, experience and contact center leaders: Global Chief Customer Officer, Johnson & Johnson. Senior Director, Customer Care, Hilton. SVP, Global Loyalty & Partnerships, Wydham Hotels & Resorts.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

Michelli Experience

SEPTEMBER 26, 2017

Often responsiveness is cast as simply a swift reaction to an inbound request from a consumer but there is more to it than speed. Tesla not only holds strong satisfaction numbers, as referenced by Jameson but more importantly it drives enviable loyalty among its existing customers. 24 Minutes from Tesla.

Consulting 45

Consulting Automotive Retail 2016 45

Michelli Experience

MARCH 20, 2018

Thanks to a store concept that Toys “R” Us had been evolving since 1948, the company built warehouse specialty stores (often freestanding buildings located near the malls) which offered such an abundance of choice and purchasing power that gave consumers a somewhat lower price. The brand lost relevance, customers and ultimately sales.”.

Social Media 40

Social Media Retail Consulting Brands 40

Michelli Experience

APRIL 14, 2017

Analysts report on various aspects of emotions that matter to Customer Experience (CX). Anjali Lai writes in her Forrester report that several high-intensity emotions are tightly linked to consumer spend, brand preference, and brand love. These emotions lead to loyalty, advocacy, and love.

Feedback 89

Feedback NPS Airlines 2016 89

Michelli Experience

JANUARY 22, 2018

Customer Experience Design Strategies. For me, my “go to” strategies for product development or experience innovation involve components from my “empathic design” toolkit. A wide variety of tools exist to cull for the cognitive artifacts of consumers so we can design around their cognitive organizing principles.

Culture 58

Culture Consulting Customer Experience Design Article 58

Peter Lavers

NOVEMBER 8, 2017

Young & Rubicam’s Cross Cultural Consumer Characterization – 4Cs) into the realm of “Behavioural Science”. This is fascinating from an academic perspective, but we can’t expect front-line staff and UX designers to understand it all! I think I know what I want but I soon find out that I need assistance.

Retail 53

Retail Sales Customer Journey Brands 53

Michelli Experience

JANUARY 22, 2018

Customer Experience Design Strategies. For me, my “go to” strategies for product development or experience innovation involve components from my “empathetic design” toolkit. A wide variety of tools exist to cull for the cognitive artifacts of consumers so we can design around their cognitive organizing principles.

Culture 55

Culture Consulting Customer Experience Design Article 55

Michelli Experience

NOVEMBER 15, 2016

When a prospective Kia buyer searches for a car on their mobile device a texting icon pops up in an advertisement that links the consumer to their nearest Kia dealership. This option enables Kia to start a conversation with millennials via text. Here’s how it works. As the prospect clicks on the link, a texting conversation begins.

Sales 85

Sales Automotive Advertising Article 85

Storyminers

MAY 16, 2016

our research has revealed that not all retailers are using each channel to full effect and mobile apps are not up to scratch or consistent with the experience shoppers may have on the retailer’s website or in-store. And if done well, retailers should also see an increase in sales and loyalty to keep them ahead of the competition.”.

Retail 45

Retail 2016 Multi-Channel Travel 45

Michelli Experience

MAY 2, 2017

Great customer experience brands are constantly tracking macro-changes in consumer behavior and trying to determine if an emerging trend is simply a fad (hot for the short run but soon to fizzle) or a meaningful pattern worthy of infrastructure investment.

Fashion 45

Fashion Customer Experience Social Media Consumers 45

BlueOcean

JANUARY 6, 2020

As we close out the decade, we can safely make two sweeping statements: consumers have more channel options to reach a resolution than they did ten years ago, and we know a whole lot more about consumer behaviors than we did ten years ago. The graphic below shows the “spider web” appearance of today’s typical customer journey.

Omnichannel 177

Omnichannel Customer Care Customer Journey Consumers 177

Michelli Experience

OCTOBER 4, 2016

It will come as no surprise that consumers today demand effortless and expedited service! Online retailers like Amazon have made shopping easier (24-hours a day, purchasing from the comfort of our home, with no lines at checkout) but they make customers wait for delivery (typically relying on UPS).

Competitive Advantage 85

Competitive Advantage Retail Leadership Innovation 85

Michelli Experience

NOVEMBER 22, 2016

I’ve taken the liberty of extending Melody’s quote by suggesting in the context of business, “Gratitude turns shoppers into future buyers, and first-time buyers into repeat customers.”.

Consumers 85

Consumers Communication Brands Marketing 85