ShepHyken

JUNE 23, 2021

Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. The post Companies’ Responses to COVID Provide Insights into Handling a Crisis appeared first on Shep Hyken.

Insights 144

Insights Customer Service Training Retail Events 144

Experience Investigators by 360Connext

FEBRUARY 1, 2022

They no longer have interactions with them, and rely on others like account managers, frontline employees and customer service teams to provide those one-on-one interactions. Customer-focused organizations prioritize keeping customers close. Your CEO wants your organization to succeed. How many have you talked about?

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

InMoment XI

AUGUST 2, 2023

In this blog, we have listed NPS best practices that will help you shape the course of your organisation into becoming a leader in customer satisfaction. NPS Best Practices Tip #1: Listen To Your Customers Understanding your customers is paramount in shaping your business strategy.

NPS 195

NPS Customer Centricity Automotive Culture 195

InMoment XI

NOVEMBER 18, 2024

Early intervention —like offering incentives to at-risk customers or resolving pain points—can prevent customer loss and improve customer churn. Better Product Development Customer behavior insights can allow your company to make data-driven decisions about product offerings.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

CX Accelerator

OCTOBER 7, 2019

How will you analyze and interpret results to gain insights and uncover trends?How What if standards for every role could be defined by customer expectations rather than industry norms? All in all, you need to help your employees understand their role in CX while staying customer focused. NPS, CSAT, CES, etc.)?How

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

InMoment XI

OCTOBER 4, 2024

Whether you are curious about other programs/ROIs, want to gain a better understanding of options in the market, or are insight-obsessed like us, you can gain unlimited access to all of our valuable calculators by simply entering your email. It helps brands track, analyze, and organize each customer interaction with them.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

InMoment XI

OCTOBER 23, 2024

Providing services like fraud detection, secure transaction platforms, and encryption will enable you to secure your customers’ data and transactions. Offer industry-specific solutions and insights. By providing industry-specific insights, whitepapers, or reports on market trends, you can establish yourself as an authoritative bank.

Banking 195

Banking Customer Experience Financial Touchpoint 195

eglobalis

OCTOBER 1, 2024

For example, Sales can provide insights on customer feedback directly to Marketing, allowing for more targeted campaigns. By collaborating on these projects, departments can share insights and resources, ensuring that the product launch is cohesive and well-coordinated.

2020 370

2020 Customer Journey Mapping Culture Innovation 370

Optimove

OCTOBER 18, 2023

Drawing on exclusive data collaborations with industry leading B2C brands, Optimove has unearthed valuable insights over the past three years that can elevate your marketing game during this critical sales period. The key is to employ Customer-Led Marketing and make sure campaigns start with the customer.

Insights 78

Insights Multi-Channel Omnichannel B2C 78

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! That means capturing insights from every touchpoint and channel.

Customer Experience 195

Customer Experience 2023 ROI Return on Investment 195

InMoment XI

MAY 24, 2022

There is a clear path to greater employee experience maturity and employee insights success, with a map and signposts to aid the guide. The enterprise EX improvement and insights journey path often begins with very basic employee satisfaction, as companies are principally looking to manage and measure behavior at a macro level.

Employee Experience 221

Employee Experience Culture Financial Leadership 221

CSM Magazine

DECEMBER 17, 2024

While businesses have long recognized the value of storing, processing, and analyzing data, the ability to utilize this information in real-time is what truly sets customer-focused companies apart. Teams are empowered with real-time, actionable insights where they need them most to make better decisions faster. The result?

E Commerce 52

E Commerce Insights E-support Customer Experience 52

InMoment XI

OCTOBER 3, 2022

This one rating — how likely are you to recommend <company> — gives you valuable business insights from the need to fix specific issues quickly, to long-term trends. Whatever question you choose to use, be sure you’re employing sentiment and text analysis to quickly and accurately pull actionable insights from each response.

NPS 195

NPS Net Promoter Score Social Media Feedback 195

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. How can you partner with your marketing team on a customer-centric initiative?

2020 250

2020 Net Promoter Score ROI Metrics 250

Experience Investigators by 360Connext

DECEMBER 17, 2019

2: 5 Ways to Instill Customer Focused Values Throughout your Organization. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints. That’s Up To You.

2019 178

2019 B2C 2020 Customer Journey Mapping 178

Totango

APRIL 12, 2022

Let’s take a look at her top 10 insights. Top 10 Insights from Customer Success Executives. The Customer Comes Before the Product. The world has now moved from putting the product first to putting the customer first. The customer focus is driving a shift in the old pre-sale vs post-sale mindset.

2022 88

2022 Customer Success Insights Customer Journey 88

CloudCherry

SEPTEMBER 19, 2018

As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these insights. Increased sales. Reduced costs. Opportunities to improve your bottom line. That being said, proving CX’s financial gains can be difficult to do.

ROI 256

ROI Financial CEM Metrics 256

Experience Investigators by 360Connext

OCTOBER 2, 2018

Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title. Being a customer-focused leader is a tall order. with or without the fancy title and proper job duties.

Customer Experience 225

Customer Experience Culture Leadership Customers 225

TechSee

NOVEMBER 27, 2024

Encourage employees to escalate customer concerns promptly. Leadership Commitment Set clear expectations for customer-focused behavior at the leadership level. Regularly communicate the importance of customer satisfaction to all employees. Ready to learn more about how AI will improve customer experience in 2025?

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124

CX Accelerator

JANUARY 11, 2021

Customer service as a differentiator. , Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. Zappos is a case study on how to create a customer-focused culture. D riven by core values. Starting with Hsieh’s core values.

Books 266

Books Return on Investment Magazine Culture 266

CX Accelerator

OCTOBER 7, 2019

Ask key questions, such as: What are key metrics for tracking customer experience quality, satisfaction, and loyalty (e.g., How will you analyze and interpret results to gain insights and uncover trends? What if standards for every role could be defined by customer expectations rather than industry norms? NPS, CSAT, CES, etc.)?

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

Ask key questions, such as: What are key metrics for tracking customer experience quality, satisfaction, and loyalty (e.g., How will you analyze and interpret results to gain insights and uncover trends? What if standards for every role could be defined by customer expectations rather than industry norms? NPS, CSAT, CES, etc.)?

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

Experience Investigators by 360Connext

JANUARY 18, 2022

Onboarding training is important to lay the foundation, but if CX training is only shared once it’s easy for employees to move on and assume customer experience is not really their job. What actions are taken at the organizational level to gather feedback, understand insights, and take action to continuously improve the customer experience?

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

InMoment XI

SEPTEMBER 19, 2024

End-to-End Customer Experience vs Customer Journey The difference between end-to-end customer experience and the customer journey is that one of them is business-focused while the other is customer-focused. The customer journey maps out the path a customer takes and focuses on individual touchpoints.

Customer Experience 195

Customer Experience Customer Journey Mapping Social Media 2024 195

Alida

DECEMBER 1, 2016

Many of the most successful fintech companies are ahead because they’ve uncovered insight about financial services customers. By fostering a customer-centric culture. Many of the most successful fintech companies are ahead because they’ve uncovered insight about financial services customers.

Customer Experience 193

Customer Experience Financial 2016 Banking 193

InMoment XI

MAY 23, 2023

Using a customer centric approach, Aegon has successfully enabled their teams to receive real-time feedback in order to drive change and as a result, are increasing customer satisfaction and accelerating growth. This event really brought it home how everyone at Aegon has a unifying purpose, to connect with customers.

Customer Centricity 195

Customer Centricity Workshop Culture Insurance 195

GetFeedback

JULY 23, 2018

Customer journey maps are as diverse as user stories—they won’t be the same for every customer, but they do help organizations understand the customer experience and gain insight into how customers interact with their brand before, during and after a purchase. Why create a customer journey map?

Customer Journey Mapping 218

Customer Journey Mapping Customer Journey Retail E Commerce 218

InMoment XI

JULY 23, 2024

How to Start Building Your Ecommerce Customer Experience To start building a strong ecommerce customer experience, it all starts with understanding your customers. Customer Journey Mapping Next, map out the entire customer journey. Discover some customer journey mapping examples to help you get started.

E Commerce 195

E Commerce Measurement Customer Experience E-support 195

Customer Bliss

DECEMBER 28, 2017

I enjoyed this post because I shared insights from previous guests on my podcast, The Chief Customer Officer Human Duct Tape Show. Implementing a new customer experience strategy isn’t easy and there’s a lot to learn along the way. How Does a Customer-Focused CEO Make Decisions?

2017 141

2017 Blog Customer Experience Chief Customer Officer 141

CloudCherry

SEPTEMBER 19, 2018

As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these insights. Increased sales. Reduced costs. Opportunities to improve your bottom line. That being said, proving CX’s financial gains can be difficult to do.

ROI 225

ROI Financial CEM Metrics 225

Experience Investigators by 360Connext

APRIL 17, 2017

If you let go of your defenses and read between the anger and frustration, there’s lots of valuable insight for the taking. Here are a few gifts angry customers can give you, if you’re willing to receive them. 3 Ways to Win Big When Customers Are Furious! Click To Tweet. ” @jeanniecw Click To Tweet.

Call Center 215

Call Center Feedback Customers Communication 215

Customer Bliss

MARCH 10, 2016

Optimizing customer feedback is one of the most straightforward ways to gain momentum for customer focus. You only need to engage active leadership listening and direct the organization to hear your customers’ stories. GIVE PERMISSION: Present insights by stage of the customer journey.

Leadership 154

Leadership Customer Journey Presentation Connections 154

CloudCherry

JANUARY 21, 2020

Gathering customer feedback is a mainstay in business. However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX). The most recent Temkin VoC data reveals that 13% of companies collaborate on VoC insights throughout the organization.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

Lumoa

FEBRUARY 7, 2023

This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? How do you collect VoC data? That’s where Lumoa comes in.

Customer Centricity 158

Customer Centricity Voice of Customer Social Media NPS 158

Experience Investigators by 360Connext

OCTOBER 4, 2017

‘Reliability doesn’t boost your #NPS but it sure can bring it down” -Graham Tutton VP Customer Insights @ComcastILLINOIS #CXDay pic.twitter.com/nbmyf1q6Dt. — There’s natural tension of both customer service and customer experience leaders wanting to do what’s right for customers.

Customer Service 181

Customer Service 2017 Social Media Innovation 181

Experience Investigators by 360Connext

JULY 28, 2020

Consider this case study: For more than three decades the Business Roundtable , the association of CEO’s from America’s leading companies, had encouraged corporate leaders to consider the goals of their businesses to be focused squarely on shareholder value. Customer insights are only useful if they lead to action.

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Measurement 225