Ascribe

MAY 6, 2024

By Rick Kieser, Ascribe CEO The customer satisfaction survey has become an epidemic. Quality of Feedback: A Tale of Two Surveys With consumers having such negative perceptions and experiences with customer satisfaction surveys, you have to wonder about the quality of the feedback going back to the business. Three minutes, DONE.

Hotels 52

Hotels Customer Satisfaction Feedback Sports 52

Customer Bliss

MARCH 18, 2020

This can simply be thought of as how we show our kindness, deliver grace and build mutual trust and respect. Zoom CEO Eric Yuan is giving K-12 schools his video-conferencing tools for free. During this time, they are continuing to pay their vendor hourly service providers; considering them part of the family. Show Your Kindness.

Financial 215

Financial Healthcare E-support Hospitality 215

Customer Bliss

SEPTEMBER 25, 2020

As many of us continue to work from home and shift working styles due to the pandemic, I’ve been interviewing practitioners and thought leaders about how we can adapt and continue to show up as our best selves in our roles. The best we could give it was the new normal? If not, what are you waiting for? What’s next?

Sports 160

Sports Leadership Innovation 2020 160

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. We all collect things we want to keep or believe are important.

Customer Service 182

Customer Service Seminar Travel Customers 182

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. We all collect things we want to keep or believe are important.

Customer Service 182

Customer Service Seminar Travel Customers 182

Experience Investigators by 360Connext

NOVEMBER 22, 2022

Our customers provide us all the success of our businesses. They pay our paychecks, keep the lights on, and give our products and services meaning and value. Yet most business plans don’t have a “customer appreciation program” section. So let’s get proactive about how we thank customers.

Airlines 143

Airlines 2020 Social Media Hotels 143

SurveySensum

DECEMBER 18, 2023

In today’s highly competitive business landscape, companies that prioritize customer feedback are more likely to stay ahead of the curve and meet the evolving expectations of their customers As a business owner, I was so focused on what I thought was suitable for my product that I forgot to notice customer feedback.

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Feedback Competitive Advantage Reference Customers 52

Thematic

DECEMBER 9, 2022

By listening to your customers. It seems obvious, but according to Hubspot research , 42% of businesses don’t survey their customers or collect feedback. These companies may say that they ‘put customers first’, but without a voice of customer program in place it seems unlikely! Why are they happy?

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2008 2010 Customer Satisfaction Fashion 71

ShepHyken

SEPTEMBER 17, 2021

This week we feature an article by Jeff Pedowitz, ForbesBooks author of F The Funnel: A New Way To Engage Customers & Grow Revenue, and President and CEO of The Pedowitz Group. He offers five tips for brands to enhance the customer experience and in the process build brand loyalty. Great customer experience leads to brand loyalty.

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Customer Experience Loyalty Loyalty Programs Touchpoint 109

Steve DiGioia

APRIL 3, 2023

Coming out of the COVID pandemic, many businesses are still having difficulties hiring enough employees to properly service their customers. But, if that’s the case, at least find a few seconds to acknowledge the customers who enter your door, regardless of how busy you are. They probably thought that wasn’t their job.

Sports 64

Sports Blog Customer Service Customers 64

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. Retail Customer Experience) Sweetwater Sound Inc., Here are my top five picks from last week.

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Article E Commerce 2021 Customer Service 109

BlueOcean

JULY 12, 2018

The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care. The Role of Chatbots in Customer Care. “

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Customer Care Contact Center Competitive Advantage B2B 185

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. Having a high EQ is vital to customer service. So, what is EQ?

Management 78

Management Leadership Events Customer Service Representative 78

Beyond Philosophy

JANUARY 20, 2020

The scientific name for it is Escalation of Commitment, but it is also the basis of many sales techniques, and it is an excellent way to get your customers to say yes. . Suppose I want you to give me $100. You likely have a rule about not giving people $100 when they ask for it. There are ways to overcome these habits.

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Advertising Consulting Sales Customers 178

ShepHyken

DECEMBER 11, 2019

With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. Here are the first ten of twenty ideas as to how you can up your customer service game in 2020. Send a surprise “gift” when your customers are least expecting it.

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2020 Customer Service Fashion Customer Service Training 118

Retently

MARCH 2, 2023

There is nothing more important for a business than understanding the level of satisfaction and overall attitude of its customers. While talking to every customer personally is almost impossible, CX surveys take this function on. What is a 5-star survey? Of course, there are variations, but the principle is the same.

Customer Satisfaction 158

Customer Satisfaction Feedback Net Promoter Score Culture 158

Customer Bliss

MARCH 18, 2020

This can simply be thought of as how we show our kindness, deliver grace and build mutual trust and respect. Zoom CEO Eric Yuan is giving K-12 schools his video-conferencing tools for free. During this time, they are continuing to pay their vendor hourly service providers; considering them part of the family. Show Your Kindness.

Financial 130

Financial Healthcare E-support Hospitality 130

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. We all collect things we want to keep or believe are important.

Customer Service 140

Customer Service Seminar Travel Customers 140

Customers That Stick

AUGUST 19, 2015

From a customer service perspective, this makes restaurant customer service particularly challenging because almost every customer has both established service expectations and well-formed service triggers. We don’t expect the same service from Burger King as we do from Spago. Bad experience.

Customer Service 163

Customer Service Customers Communication Brands 163

Customer Bliss

AUGUST 28, 2020

We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs. I recently interviewed three, extremely driven women who are making a big impact in their roles. We had our 2020 plans.

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Roadmap Customer Journey Mapping Leadership Measurement 323

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument. There is no end to the service/CX journey.

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Article 2023 Customer Service Net Promoter Score 68

Beyond Philosophy

FEBRUARY 1, 2024

Listen to the podcast: Customer research is an essential part of managing their experiences to foster customer loyalty. However, many firms look at customer research as a one-and-done project. Seven years is a long time relative to customer markets. Consider the previous seven years and how they changed the world.

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Consumers Customers Download Presentation 78

Experience Investigators by 360Connext

MARCH 16, 2015

Our Chief Customer Experience Investigator™ Jeannie Walters is in Austin gathering evidence from South By Southwest Interactive. We’ll be laying it all out on the table and breaking out our magical magnifying glass to find out what the latest tech will really mean for customer experience. It’s that time of year again!

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Events Customer Experience Webinar Telecommunications 223

Alida

JUNE 23, 2016

To accomplish a goal of elevating customer experience , the company engages with 5,000 customers through Food For Thought, a Vision Critical insight community first launched in 2012. We fulfill a need for customers, but must keep up with the evolving customer behavior and attitudes.

Consumers 150

Consumers Insights Retail E Commerce 150

BirdEye

JANUARY 5, 2022

How do product reviews differ from customer reviews? Product reviews are an extremely important way for your customers to give feedback on the products you offer. Reviews are the most crucial part of the purchase decision for 90% of United States customers so it’s important to gather as many product reviews as possible.

2021 98

2021 Insights Consumers Feedback 98

Beyond Philosophy

OCTOBER 4, 2018

These times affect how we behave, and that can have repercussions for your Customer Experience. So, if it is a creative task or a complex project that requires a lot of energy-draining rational thought, I don’t do it later in the day. I carry over this self-management strategy to my behavior as a customer. For example.

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Sports 2016 Government Presentation 141

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mott. Retail Customer Experience) Sweetwater Sound Inc., Tip number three is all about customer service.

Article 62

Article E Commerce 2021 Customer Service 62

Kustomer

JANUARY 7, 2022

Customer service can be a challenge in any type of business, but the last two years have created unprecedented obstacles and shifting circumstances across industries around the world. Food, film, fashion, automotive, athletics, spirits, software, wellness and much more have all found a space to thrive within this model.

Customer Service 97

Customer Service E Commerce E-support 2025 97

SurveySensum

SEPTEMBER 19, 2023

Jess also thought the same and just responded “It was okay” just so she could continue with her booking. They can analyze this data using an efficient customer feedback platform , and take data-driven action. The question was – “ What do you think of our products? What products, right? Let’s understand. Why Use In-App Surveys?

Insights 52

Insights User Experience Customer Satisfaction Books 52

Beyond Philosophy

JULY 11, 2019

It is essential for your Customer Experience strategy that you understand how customers create memories and how to ensure your brand is included in that set of recalled choices. . We also talked about how you can ensure when your customers are deciding on what to buy in your category that they include you in that retrieved set.

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Consulting Customer Journey Connections Loyalty 119

Thematic

JULY 11, 2022

We’ll also give some examples of how leading companies use thematic analysis to better understand their feedback data. Goes beyond the surface Thematic analysis allows you to dig deep, with themes referring to the thoughts, motivations and ideas behind your data. Thematic analysis is a systematic method of analyzing qualitative data.

Roadmap 77

Roadmap Banking NPS Feedback 77

Gainsight

MARCH 4, 2024

It is actually not difficult to demonstrate since modern training software (like Gainsight Customer Education ) incorporates tracking and reporting functions that go right to the heart of ROI metrics. By giving them training when and where they need it, you enable them to perform their work and to be successful.

ROI 52

ROI Metrics Measurement Customer Satisfaction 52

Steve DiGioia

SEPTEMBER 5, 2022

Then there’s that 20-something gal working in the fast-food joint with little supervision but always seems to get things done. We know we possess them and it gives us confidence. I thought this way too. Give him a problem and he’ll have a tool for it. Potentially, any of them are. Do You Have an Expert Skill?

Social Media 83

Social Media Hospitality Books Blog 83

Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. Map your customers’ “fishing nets.”

Management 188

Management Insurance Net Promoter Score Connections 188

Daniel Group

JULY 27, 2023

Expect NPS® Growth with Dealer Buy-In to Improve Customer Experience! We know you can expect NPS growth when your dealers buy into improving Customer Experience. Since beginning our ExperienceConnect CX program, we have completed over one million customer surveys with B2B industrial customers. How do we know this?

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NPS Net Promoter Score Customer Experience 2005 52

ShepHyken

DECEMBER 27, 2017

My wife, who knows that I’m acutely aware of customer service issues (Of course I am! That meant she validated my thoughts. This server showed no empathy, wasn’t really listening and felt that an explanation versus an apology would cover for why the food was bad. She said it tasted very dry. Not what she expected.

Customer Service Training 111

Customer Service Training Customers Customer Service Article 111

Alida

JULY 17, 2017

On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. Creating shared value is essential for developing an authentic brand and truly connecting with customers.

2017 172

2017 Customer Experience Hotels 2025 172