One Millimeter Mindset

JANUARY 18, 2023

Consequently, the value and power of your purpose-driven professional story continue to fall short. As a result, everyone creates a story that becomes their professional legend, together. That mindset lives in the land of head trash. Stop believing the current stories you tell yourself about yourself. Will you join me?

Consulting 93

Consulting Innovation Leadership Blog 93

SurveySparrow

MARCH 19, 2024

About 68% of customers prefer watching video content to reading articles, and 83% of marketers say videos help with lead generation. Build brand trust: Videos sharing tutorials, customer testimonials, case studies, and behind-the-scenes content help users get to know your brand, boosting their confidence and trust.

Marketing 95

Marketing Social Media Demo B2B 95

GetFeedback

NOVEMBER 20, 2019

These days, businesses are investing more in perfecting the customer experience. . We are in a customer-centric economy, where customer opinion is held at the highest standard of value. That’s why collecting customer feedback is more important than ever. . Why social media is a gold mine of customer feedback.

Social Media 284

Social Media Feedback Customers Customer Centricity 284

Lithium

MARCH 5, 2024

If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Sign up today !

2024 52

2024 Social Media Roadmap Webinar 52

BirdEye

OCTOBER 19, 2023

Grow your customer base with email marketing 5. Engage customers with SMS marketing Interested to know the actionable to-dos to make sure you get optimal results? Platforms like Google, social media sites, and restaurant review sites introduce you to potential customers who help grow your business. Measure performance 9.

Marketing 62

Marketing Social Media Multi-Channel Loyalty Programs 62

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. Chief Customer Officer 2.0

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

CX Accelerator

JULY 9, 2018

My favorite story coming out of the FIFA World Cup thus far is how Japan, fresh off defeat to Belgium, left a wonderfully clean locker room and a "thank you" note. Full story here. Despite major differences in each location one thing was remarkably consistent: incredible customer service. How amazing is that?

Culture 140

Culture Hotels Contact Center Customer Service 140

Oracle

APRIL 16, 2020

According to an interview with Forbes , New York Times Bestselling Author Donald Miller states, “Your brain spends about 30% of its time daydreaming unless you’re listening to a story. If you hear a story…your brain stops daydreaming. So how can a brand harness the power of storytelling to connect with customers?

Brands 73

Brands Transportation Advertising Sports 73

ChurnZero

MARCH 18, 2022

They also discussed the impact of these metrics on your plans as a Customer Success professional and your company overall. Key SaaS and Customer Success metrics you should care about. What boards and investors expect from your Customer Success organization. You give them some really hard-to-handle customers.

Metrics 98

Metrics Customer Success 2021 NPS 98

Michel Falcon Experience

OCTOBER 19, 2016

But what about investing in customer service stories? You may have heard the saying, “Customer service is the new marketing.” The primary reason that people will refer your service or product, and why the media will cover your company, is because you have a story to tell. This Lego story is a perfect example.

Customer Service 144

Customer Service Reference ROI Hotels 144

One Millimeter Mindset

JULY 31, 2019

What do your customer retention stories sound like? Can you rely on the same stories you told to acquire new customers, to also retain them? Do you know the story of what happens to clients, after that new contract lands in-house, for post-sale execution? Then, take action here.

Customer Retention 75

Customer Retention Workshop Sales Customers 75

CX Accelerator

DECEMBER 10, 2019

As customer service professionals, many of us naturally fall into a pattern of people pleasing, and I was no exception. It is uncomfortable to publicly share stories like this and expose both my professional & personal vision to the world, but I am confident this will help someone. 2) Write down potential barriers to success. .

2020 182

2020 2019 Document Magazine 182

CX Accelerator

DECEMBER 10, 2019

As customer service professionals, many of us naturally fall into a pattern of people pleasing, and I was no exception. It is uncomfortable to publicly share stories like this and expose both my professional & personal vision to the world, but I am confident this will help someone. 2) Write down potential barriers to success. .

2020 182

2020 2019 Document Magazine 182

Kerry Bodine

JANUARY 23, 2021

Delivering Happiness tells Tony’s story of selling a startup to Microsoft for $265 million at the age of 24, then joining Zappos and nearly bankrupting himself as he fought to keep the then-tiny online shoe retailer alive. But it wasn’t his life story that entranced me. I was hooked. I will never forget you. Photo credit Zappos.

2010 71

2010 Books Advertising Customer Centricity 71

Help Scout

JUNE 17, 2021

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. To wow your customers and drive loyalty, you need to represent both stability and those moments of amazement.

Customer Experience 120

Customer Experience Hotels Banking Airlines 120

SuiteCX

JANUARY 29, 2021

When I landed at Delta Dental of California, CX was still in its infancy at the company. A voice of customer program had been set up, and some relationship and transactional surveys were underway. Two employees were ready to report to me on day one: a seasoned program manager and a customer advocate. Who do you leave out?

Insurance 64

Insurance Call Center Culture Customer Centricity 64

BirdEye

NOVEMBER 30, 2023

Therefore, the role of travel agencies has become more critical than ever as they craft these personalized and hassle-free travel experiences for their customers. Know your market Getting the lay of the land will let you know how to compete in the market. Share customer reviews and testimonials to boost social proof.

Travel 108

Travel Marketing Social Media Hotels 108

Experience Investigators by 360Connext

APRIL 23, 2015

Have you ever struggled with how you can listen better to your customers? Amy agreed to an impromptu interview at the TripIt Lounge to share some ideas about feedback and customer input for my podcast which I co-host with Adam Toporek , Crack The Customer Code. Vocal customers offer valuable ideas. Thanks, @TripIt ! —

Social Media 218

Social Media Travel Rewards Programs Innovation 218

GetFeedback

JUNE 5, 2018

Simply put, progressive profiling is a way of collecting customer information over time to build a detailed customer profile. Think of it like getting to know somebody: You don’t ask for their life story over your first cup of coffee. The average bounce rate for landing pages is a dismal 30-50%. Advanced forms.

Document 170

Document Information User Experience Consumers 170

Experience Investigators by 360Connext

FEBRUARY 3, 2020

In a cover story for the Humboldt Foundation , Dr. Manfred Spitzer writes about the nucleus accumbens, a structure deep down in the brain that is activated by positive experiences. I’ll let Dr. Learning Can Make Your Customers Happier, Too. Think about your own experiences as a customer. No escalating to a supervisor.

Workshop 197

Workshop Healthcare Sales Financial 197

Alida

MAY 10, 2016

Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical. Customer Experience is not a new idea.

Chief Customer Officer 150

Chief Customer Officer Customer Experience Social Media Return on Investment 150

Customer Bliss

MAY 26, 2016

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. Customer Experience is not a new idea. However, the acceptance of customer experience as a differentiator to grow your business is new to most companies. Three Market Conditions. Now the message has finally caught on.

Webinar 141

Webinar Chief Customer Officer Customer Experience Social Media 141

Experience Investigators by 360Connext

APRIL 7, 2015

Our original flights home allowed for 90 minutes between landing in Dallas, getting through immigration and customs, rechecking bags and getting to our flight to Chicago. We landed on time and got out quickly. He informed me it had departed and we should go to customer service. (It Thanks, AA! No complaints.

Airlines 307

Airlines Customer Experience Travel Books 307

SurveySensum

JANUARY 26, 2024

When the package arrived, she found some glitches and contacted customer support for assistance. The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey. Claire’s story encapsulates the essence of a customer journey. What is a Customer Journey?

Customer Journey 52

Customer Journey Social Media Touchpoint Webinar 52

One Millimeter Mindset

JUNE 20, 2019

What type of story do you create with a client base full of price-hunters? You take the risk, pass yourself off as something you are not, and land the project. Attempting to retain discerning clients by making excuses for poor performance tells them your entire story. Find out more about Babette’s professional story here.

Workshop 74

Workshop Download Employee Experience Blog 74

Thematic

FEBRUARY 11, 2024

Both companies compete head to head with each other for customers. I saw representatives of most major banks, airlines, hotels and casinos - Medallia’s bread and butter enterprise customers. It makes sense to bring as many people as possible to spend time with customers and learn what matters to them.

NPS 62

NPS Hotels Events Demo 62

Clarivate

NOVEMBER 4, 2021

In March 2020, a new Clarivate Center of Excellence (CoE) opened in Penang, Malaysia, to provide sales and support to global customers. Teams from Customer Care, Content Editing (Patent Translations & Enhancement), Inside Sales, IT, Finance and HR are located in the Penang CoE providing customers access to core Clarivate services.

2020 98

2020 Culture Government Innovation 98

ReviewTrackers

JUNE 8, 2017

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Google releases new mobile experience and includes reviews, and Micah Solomon writes about eight essential elements that make up customer service.

User Experience 50

User Experience Customer Service Training Customer Insights Insights 50

SurveySensum

SEPTEMBER 6, 2023

To my surprise, I found numerous positive reviews and recommendations from delighted OnePlus customers. They shared stories of excellent customer service, speedy issue resolutions, and fantastic phone features. Now, imagine a scenario where these satisfied customers didn’t share their positive experiences.

NPS 52

NPS Brands Social Media Net Promoter Score 52

Russel Lolacher

JANUARY 5, 2022

If you can’t tell your stories of success and impact consistently, regularly and over time, you’ll never be seen as an important part of your organization. You have to be able to tell your story, tell it often and tell it well. . What to do about it – again, tell the story. Why should you?

Social Media 98

Social Media Leadership Culture Communication 98

Customer Bliss

JUNE 20, 2018

Taking his years of hospitality experience along with an MBA from Villanova University, Shawn positioned himself to apply his customer centric skills to other industries. He landed his post-hospitality role as the senior manager of guest relations at Christiana Care Health System. Upon observation, there’s not a garbage can nearby.

Hospitality 143

Hospitality Healthcare Customer Centricity Presentation 143

Education Services Group

JULY 27, 2021

You’ve done incredible, meaningful work with your customer, and they clearly love you, your product, and your company. Getting customers to that stage is really the ultimate goal of Customer Success, so this is a moment to be celebrated (cheers!) Our brains love stories. The part Customer Success plays in the story.

Social Media 52

Social Media Customer Success Document Sales 52

Russel Lolacher

MARCH 29, 2022

If you can’t tell your stories of success and impact consistently, regularly and over time, you’ll never be seen as an important part of your organization. You have to be able to tell your story, tell it often and tell it well. . What to do about it – again, tell the story. Why should you?

Social Media 98

Social Media Leadership Communication Culture 98

Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. Develop your customer experience strategy. It unites the organization in building a framework for “Earning the Right” to Customer Asset Growth.

Chief Customer Officer 193

Chief Customer Officer Leadership Customer Journey Customers 193

Experience Investigators by 360Connext

FEBRUARY 12, 2018

What does lifelong learning have to do with customer experience? Well, here are a few ways their lack of learning might negatively impact their customer’s experience. Off the top of my head… Have you ever felt like you had to educate a customer service agent or salesperson when you were the customer?

E-support 173

E-support Webinar Financial Workshop 173

BirdEye

NOVEMBER 20, 2023

We’re living in an era of customer engagement, where every delighted client can become your best marketer. This strategy transforms satisfied customers into brand champions who actively refer new business. This strategy transforms satisfied customers into brand champions who actively refer new business.

E Commerce 62

E Commerce Marketing Multi-Channel E-support 62

Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council. In the U.K,

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99