Beyond Philosophy

SEPTEMBER 19, 2020

Customer Science. ‘ Customer Science’ is the fusion between technology, behavioral science and data. This new concept is forming now, making this an exciting time for all us interested in customer-driven growth. It is about using science to understand Customers in a much deeper, meaningful way.

Definition 158

Definition Document Technology Measurement 158

CSM Magazine

NOVEMBER 2, 2023

In today’s competitive business landscape, the quality of customer service can be the differentiator between a company that thrives and one that struggles to retain its clientele. But how exactly does a degree in communication translate to heightened efficiency and effectiveness in handling customer concerns?

Communication 52

Communication Multi-Channel Customer Service Social Media 52

Beyond Philosophy

JUNE 21, 2019

Customer Journey Mapping Using Behavioral Science. Journey mapping is how organizations look at the customer journey, or the steps a customer would take from the beginning to the end in their experience. However, when you look at an experience from a customer perspective, customers don’t see it that way.

Customer Journey Mapping 100

Customer Journey Mapping Customer Journey Consulting Customers 100

InteractionMetrics

DECEMBER 8, 2020

With a science-forward approach, you’ll know objectively how the Customer Experience rates and what specifically will make it better. Because science is the best way to understand the world, by extension, it’s the best way for companies to understand the Customer Experience (CX). CX: the 5 Science Rules You Need.

Customer Experience 52

Customer Experience Net Promoter Score Customers Insights 52

Doing CX Right

MARCH 19, 2023

The post The Science Behind Happy Leaders and Improved Customer Service Experiences appeared first on Doing CX Right. Tia Graham, speaker and author about Happy Leaders, and Stacy Sherman share actionable tips to increase employee engagement and bottom-line results based on working with dozens of global companies.

Customer Service 59

Customer Service Customers Engagement Employee Experience 59

Beyond Philosophy

APRIL 24, 2021

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. He asked us if we had any advice for businesses with a small budget on how to use concepts from the behavioral sciences to improve moments in their Customer Experience.

Customer Experience 88

Customer Experience Consulting Customer Relationships Download 88

COPC

OCTOBER 24, 2023

In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. Identifying Key Drivers of CSAT You need to know which of these factors is important to your customers.

Customer Satisfaction 94

Customer Satisfaction Metrics Average Handle Time Contact Center 94

InMoment XI

OCTOBER 7, 2021

In the customer experience world, most goals are “outcome goals” versus “performance goals.”. customer contact center call, product purchase experience, etc.), customer likelihood to recommend the brand, customer relationship satisfaction with the brand, or customer retention/repurchase behavior.

White Paper 493

White Paper Measurement Customer Retention Contact Center 493

InMoment XI

DECEMBER 13, 2021

With the help of our industry-leading data and research science capabilities, we’re able to help brands go beyond collecting data to reveal actionable intelligence that leads to Experience Improvement (XI). Modern market research combines marketing science and research consultancy to make the most out of data.

Marketing 493

Marketing Automotive Hospitality Social Media 493

Gainsight

OCTOBER 19, 2018

All over the world, companies are using data science to cultivate a healthy customer base. Let’s go on a quick journey to explore three major components of a holistic data science strategy and how these can improve your Customer Success strategies. Data science has found itself in the same position as plastic.

Customer Success 100

Customer Success 2001 Insights Customers 100

Bob Hayes

FEBRUARY 5, 2018

Data science methods and related tools (i.g., predictive analytics, machine learning) can help companies improve their customer success programs by answering 5 important questions about customer churn, including what is the current churn/retention rate (e.g., Customer Success. Customer Success.

Customer Success 82

Customer Success Customer Relationships Customers Insights 82

Bob Hayes

SEPTEMBER 18, 2017

A new customer analytics survey of 80+ companies provides a look into the state of analytics in customer programs. The use of machine learning was one of the least adopted practice in customer programs (38% of companies). The use of machine learning was one of the least adopted practice in customer programs (38% of companies).

Loyalty 113

Loyalty Competitive Advantage White Paper Social Media 113

InMoment XI

SEPTEMBER 22, 2022

Customer feedback is critical for helping your customer service agents tackle problems—whether closing the inner loop directly with customers, or closing the outer loop with problems that keep surfacing over and over again. In the data science department, I’m often asked how an outer loop process should work.

Measurement 493

Measurement Customer Experience Professionals NPS Voice of Customer 493

Lumoa

MAY 16, 2024

It’s an innovative approach that’s changing the game in data science and AI development. In This Article: How to Improve the Data Science and LLM Development Process Right/Wrong Testing vs. Poor data quality can lead to skewed results, making it challenging to determine if the issue lies in the code or the data.

Banking 83

Banking Books Metrics Measurement 83

Bob Hayes

NOVEMBER 5, 2017

Analytical Leaders focus their analytics to improve customer loyalty while Analytical Laggards focus their efforts primarily to reduce enterprise costs. Additionally, Analytical Leaders, compared to Analytical Laggards, tend to have more analytically-savvy customer experience and customer success programs.

Competitive Advantage 101

Competitive Advantage Customer Experience White Paper Download 101

SurveyGizmo

AUGUST 29, 2017

The following post is part of a series that will help inform readers about the importance of Customer Experience. The series will provide best practices and tactics for turning your customers into loyal advocates of your brand. Make the customer experience easy, enjoyable and convenient.

Customer Experience 69

Customer Experience Social Media Customers Article 69

Amity

DECEMBER 11, 2017

Customer onboarding is both an art and a science. Rely too much on the right side of your brain, and you may be in danger of providing customers with safe, but stale messaging. Below are a few ideas to get you started with customer onboarding. Then, send a welcome email to the customer. Engaging Your Audience.

Webinar 87

Webinar Social Media Document Customers 87

Bob Hayes

NOVEMBER 5, 2017

Analytical Leaders focus their analytics to improve customer loyalty while Analytical Laggards focus their efforts primarily to reduce enterprise costs. Additionally, Analytical Leaders, compared to Analytical Laggards, tend to have more analytically-savvy customer experience and customer success programs.

Competitive Advantage 94

Competitive Advantage Customer Experience White Paper Download 94

Michelli Experience

JANUARY 4, 2017

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it.

Customer Experience 89

Customer Experience Customer Service Training Customers Customer Service 89

Ian Williams

NOVEMBER 15, 2015

In this two part blog, we take a look at Customer Journey Mapping. CX (Customer experience) is the real deal. Although it has only really been taken seriously within the past 15 years, many of the aspects and practices found within CEM (Customer Experience Management) go back a lot, lot further. My family & I use Colgate.

Customer Journey Mapping 142

Customer Journey Mapping Customer Journey CEM Blog 142

InMoment XI

NOVEMBER 25, 2021

Customer behaviour prediction—including customer churn prediction—is at the top of our clients’ agenda—and for good reason. Who doesn’t want to be able to predict the future for their customers, employees, and business? However, when it comes to actually improving the experiences of your customers, it becomes more complex.

Customer Retention 493

Customer Retention Insights Customers Consumers 493

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

InMoment XI

JUNE 8, 2017

As marketers and CX professionals, we care a lot about what our customers think. Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. No opinion matters more than theirs. So, we often ask them for it. What did you think about this? View Article.

Customer Experience 200

Customer Experience Download Books Article 200

Ian Williams

NOVEMBER 15, 2015

In this two part blog, we take a look at Customer Journey Mapping. Customer Journey Mapping – which way now? The research route – Voice of the Customer. With Mystery Shopping, an individual performs the role of an actual customer. There are a number of different ways in which journey mapping can be done.

Customer Journey Mapping 94

Customer Journey Mapping Customer Journey Workshop Reference 94

Bob Hayes

FEBRUARY 5, 2018

Data science methods and related tools (i.g., predictive analytics, machine learning) can help companies improve their customer success programs by answering 5 important questions about customer churn, including what is the current churn/retention rate (e.g., Customer Success. Customer Success.

Customer Success 44

Customer Success Customer Relationships Customers Insights 44

CX Accelerator

FEBRUARY 2, 2020

If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not? What major should I choose?”.

Customer Experience 320

Customer Experience Tourism Customer Journey Mapping Entertainment 320

CSM Magazine

AUGUST 27, 2015

Sometimes customer service teams go far beyond the call of duty to delight their customers. One such team is the Guest Services team at the South Florida Science Center. They are always looking for new ways to “wow” the customer. The staff is always so customer service friendly and accommodating to the guests.

Customer Service 82

Customer Service Entertainment Definition Presentation 82

CX Journey

NOVEMBER 14, 2014

Do you think there''s a little art and a little science involved when it comes to delivering a great customer experience? As I thought about how this relates to customer experience, I decided to differentiate art and science a bit further. Science can be taught (skills). Science is the script.

Customer Experience 71

Customer Experience 2014 Metrics Customers 71

Thematic

AUGUST 7, 2018

Recently we spoke to Customer Experience (CX) legend Maurice Fitzgerald, the former VP of Customer Experience at HP, author of 4 books on the subject of customer experience strategy and Net Promoter Score, and global keynote speaker. Best books on customer experience? Communicate! It just shuts down.

Customer Experience 48

Customer Experience Net Promoter Score NPS Books 48

Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. What Data Science Skills Do you Need in a Big Data World? Data science skills fall into three broad skill areas. In this post, I will explore this analogy further.

2017 46

2017 White Paper Blog Competitive Advantage 46

InMoment XI

FEBRUARY 11, 2020

Optimizing the Customer Experience with Brain Science All humans, including your customers, use mental shortcuts and behavioural biases automatically. It’s important to understand fundamental behavioural science cues to optimise the customer experience.

Insights 260

Insights Consulting Article Customer Experience 260

Experience Investigators by 360Connext

NOVEMBER 14, 2023

Ready for some compelling reads that will amp up your customer experience game? Listen in as we journey through the world of CX books that will satiate your curiosity and boost your knowledge of customer experience strategy, design, and measurement. Bottom line – It’s time to elevate your CX game! Let’s talk!

Chief Customer Officer 143

Chief Customer Officer Books Measurement Insights 143

Gainsight

DECEMBER 17, 2018

Companies that want a true competitive advantage in their marketplace must make their customer experiences a priority—but to do this correctly, you need data science. The customer today has more power than ever before. Thus it is vital that you hold on to each and every customer that chooses to invest in you.

Customer Success 45

Customer Success Competitive Advantage Customers Insights 45

Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. What Data Science Skills Do you Need in a Big Data World? – Data science skills fall into three broad skill areas. Download the complete 22-page white paper.

2017 40

2017 White Paper Blog Competitive Advantage 40

ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Article 81

Article 2024 Customer Service Government 81