CSM Magazine

JUNE 15, 2021

Avtex, a TTEC Digital company, announced today the hiring of Brian Lannan as Vice President of Retail Experience. In his most recent role, Brian led the Guest Experience team at Target, where he was responsible for experience strategy and insights, guest-centric culture development, voice of guest, and brand and reputation insights.

Retail 52

Retail Guest Experience Contact Center Insights 52

SurveySparrow

JUNE 28, 2023

Hence, this blog aims to explore the concept of customer experience optimization and highlight its importance across various sectors, supported by real-world examples. What is Customer Experience Optimization? Enhanced customer satisfaction: Customer experience optimization leads to improved satisfaction levels.

Customer Experience 52

Customer Experience Net Promoter Score E Commerce Customer Centricity 52

Optimove

JULY 19, 2022

Savvy hoteliers are on standby, ready to elevate and optimize the guest experience, cultivating valuable, long-term connections, and boosting the bottom line – and doing a substantial chunk of it through, you guessed it, their mobile app! billion in 2021 to a whopping $4.5 billion this year. We love our hotel apps. Who took them?

Hotels 52

Hotels Marketing Guest Experience Travel 52

Alida

JANUARY 26, 2017

AMB Sports & Entertainment (owner of Atlanta Falcons, Atlanta United FC and Mercedes-Benz Stadium) knows that the experience in the new stadium needs to match the building’s beauty and grandeur. The company is engaging with fans now to exceed their expectations by the time the new stadium opens.

Sports 174

Sports Entertainment Webinar Guest Experience 174

SurveySparrow

JUNE 30, 2023

Aims to create positive and memorable experiences that foster customer loyalty and advocacy. Strives to create delightful and meaningful interactions that keep users engaged and satisfied. Breaking down these silos and integrating data and systems is key to delivering a unified and consistent experience.

Customer Experience Design 52

Customer Experience Design Customer Experience Touchpoint Net Promoter Score 52

Kayako

SEPTEMBER 26, 2019

It’s well known that they have created a customer-obsessed culture whose aim is to wow their customers, creating deeply loyal advocates. It’s probably easy to get on board with the Zappos purpose and culture when you, as an employee, contributed to these conversations. Even companies operating with remote employees are learning this.

Communication 52

Communication Culture Customers Guest Experience 52

NetBase

MARCH 2, 2020

Nicki Zink , Director, Insights and Digital Intelligence, Purple Strategies and Nicholas Love , Digital Engagement Strategy Director, G&S Communications joined us to share how they are using consumer, market, and social media analytics to drive intelligence and insights from their audiences to make smarter, more strategic decisions.

Social Media 60

Social Media Seminar Multi-Channel Leadership 60

Michel Falcon Experience

MARCH 17, 2023

Michel Falcon: Welcome to the People-First Culture Podcast with me, Michel Falcon, where I share lessons I’ve learned, and those of others, on how to build a more purposeful business and career. Thank you for joining me on this episode of the People-First Culture Podcast. Now, do not write these customers off as not engaged.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

Storyminers

FEBRUARY 2, 2016

This method of using the guest experience as the focal point for strategy has positive side-effects: It naturally instills service values into the culture. It naturally aligns the many clues (experience details) in the experience to be on brand.

Sales 45

Sales Hospitality Guest Experience 2016 45

Service Untitled

FEBRUARY 8, 2012

Brands Keys Customer Loyalty Engagement Index sets Dunkin’ Donuts as number one in customer loyalty for the coffee category. Actually the superior guest experience happens when customer expectations are exceeded. Second only to oil production, coffee is the largest commodity sold.

2008 47

2008 Rewards Programs Guest Experience Brand Values 47

LiveChat

FEBRUARY 15, 2016

Of course it’s a good thing, because it means that they wouldn’t be a right fit for the company’s culture. For example, a customer has ordered a dress, which she needs to get as soon as possible, for her engagement party. Other words: those who don’t have a right attitude, won’t be willing to join Disney’s crew.

Customer Service Training 53

Customer Service Training Customer Service Customers Guest Experience 53

Kustomer

SEPTEMBER 9, 2021

Creating a customer-centric culture can mean a lot of things. I got suckered into cold calling newspaper subscriptions and really, I mean, I just kind of, I got, I never tried to actually try to steer away from it, but I somehow kept getting sucked back into customer experience and contact center types of roles.

Contact Center 98

Contact Center Metrics Measurement Customer Experience 98