Beyond Philosophy

OCTOBER 21, 2014

This post is the first in a series of nine blogs looking at the things an organization does to affect a Customer’s experience–without even knowing it. What Your People Need to be More Customer Focused. Employees are just like Customers in that they are at their best at work when they are Happy and Pleased.

Social Media 92

Social Media Customer Centricity Books Culture 92

Beyond Philosophy

SEPTEMBER 5, 2014

Here are 4 Mistakes Not to Make with Your Employees Today: Mistake # 1: Trying to look like you have all the answers. Like any relationship, the one with your employees is based mutual trust and loyalty. So managers think that to get their employees respect them they have to have all the answers.

Net Promoter Score 60

Net Promoter Score Books Social Media Loyalty 60

Michel Falcon Experience

SEPTEMBER 17, 2014

They support their management team with a respectable operating budget. I recently hosted a keynote speaking engagement for customer experience management professionals. When I asked the audience, “How many people believe they have a sufficient budget to improve their company’s customer experience?”.

Customer Focused 167

Customer Focused Customer Centricity ROI Social Media 167

Lumoa

MAY 5, 2022

A holistic understanding of customer experiences can help close the gap, strengthen the brand and open up new opportunities for profitable growth. Good customer experiences affect customer satisfaction and loyalty and have become a significant strategic differentiator that can strengthen your brand.

Customer Experience 110

Customer Experience E Commerce Consulting E-support 110

CSM Magazine

JUNE 25, 2019

The integrated solution allows businesses using Amazon Connect to measure the customer experience through an advanced, post-interaction survey—making it easy to gain customer feedback on each interaction. VoiceFoundry is passionate about customer experience.

Contact Center 40

Contact Center Connections Feedback Measurement 40

SurveySparrow

SEPTEMBER 20, 2021

Uses: Experience management software has so many uses. They can include customer experience (CX), employee experience (EX), product experience (PX), reputation management, and more. While most tools specialize in one business area, some platforms can manage the experience for multiple areas.

2021 52

2021 Management Multi-Channel Omnichannel 52

Beyond Philosophy

OCTOBER 24, 2014

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books and an engaging keynote speaker. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below.

ROI 74

ROI Net Promoter Score CEM 2014 74

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). And as businesses deliver more creative and engaging experiences, forming impactful customer relationships becomes more difficult. Definition of Loyalty Diverges.

2019 53

2019 Customer Experience White Paper Definition 53

Beyond Philosophy

OCTOBER 21, 2014

This post is the first in a series of nine blogs looking at the things an organization does to affect a Customer’s experience–without even knowing it. What Your People Need to be More Customer Focused. Employees are just like Customers in that they are at their best at work when they are Happy and Pleased.

Social Media 68

Social Media Customer Centricity Books Culture 68

SurveySensum

MAY 19, 2023

Customer loyalty and satisfaction are crucial when it comes to banks. More than often, customers are attracted to banks that value them and offer good service. This CX metric has the ability to gauge customer loyalty and predict business growth. In banking, it is crucial to gauge customer satisfaction and loyalty.

Banking 52

Banking NPS Net Promoter Score Financial 52

InMoment XI

FEBRUARY 1, 2024

Effort Signals Effort signals involve analyzing customer interactions to gauge the degree of effort a customer exerts in their journey. This metric is key in understanding customer satisfaction and loyalty, as higher effort levels correlate with negative customer experiences.

Social Media 260

Social Media Insights Metrics Loyalty 260

BirdEye

MAY 19, 2023

The insights can improve teamwork as employees work toward a common goal. Increases engagement Your customers will engage more and be loyal to your product when they feel their voices are heard. You can use feedback loops to gain insight into your customers’ pain points and emerging trends.

Feedback 52

Feedback Net Promoter Score 2004 Social Media 52

ClearAction

DECEMBER 16, 2017

Silo costs include re-work, delays, scrap, morale, churn and lost opportunities for your company and for customers. It’s possible that most pain in business is caused by silos, affecting employee experience, customer experience, and shareholder experience alike. Customer Experience Data Silos Demystified.

Customer Experience 54

Customer Experience Customer Experience Management Culture Loyalty Programs 54

ClearAction

SEPTEMBER 27, 2018

Customer-centered business requires truly customer-centric goals, values and structure — shaped by outside-in thinking infused in processes, policies and motives — and fine-tuned with systematic internal engagement, improvement and innovation of the end-to-end customer experience, and inherent momentum.

Customer Centricity 74

Customer Centricity Sports Culture Innovation 74

Feedbackly

SEPTEMBER 26, 2018

Research from Salesforce tells us that 75% of people now expect a consistent experience wherever they engage with brands – be it through social media, mobile, or in person. The consequences of a bad mobile experience are dire. The ROI of Good Customer Experience. Customer Loyalty and Lifetime Value.

Customer Experience 56

Customer Experience Social Media Feedback 2004 56

ReviewTrackers

MAY 8, 2017

CX is also a great competitive differentiator, helping companies respond to and exceed customer expectations, improve satisfaction, drive loyalty, reduce churn, and increase revenue. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”. Where: London, UK.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Wootric

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

SurveySensum

FEBRUARY 2, 2024

Now, in order to give that positive and personalized experience to your customers you need to make sure that your customers are engaged with your brand. And to do that you need to track your customer engagement metrics , using a robust customer feedback tool. Overall Customer Engagement Metrics 1.

Metrics 52

Metrics 2024 Customer Engagement Engagement 52

SurveySensum

JULY 2, 2023

Nicereply Nicereply is a customer feedback tool and sixth on our list of CSAT survey tools. It offers one-click surveys that provide insights into customer satisfaction, loyalty, and advocacy. NICE Satmetrix NICE Satmetrix is a customer experience management (CXM) software you can use to measure customer satisfaction.

Customer Satisfaction 52

Customer Satisfaction Measurement Multi-Channel Social Media 52

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132