Customer Bliss

JULY 29, 2021

Part of what happens is that people will look at a spreadsheet and say, “We can get $50 million more out of customers if we do this little up-charge.” ” Well, yeah, that may be good for today, but not for tomorrow’s customers who are going to potentially walk away from you. Do the Customer Math.

Leadership 185

Leadership Airlines Customers Measurement 185

Feedbackly

NOVEMBER 17, 2022

Net Promoter Score (NPS) is a glorified metric in the field of customer experience. Sure enough, the simple question of how likely a customer is willing to recommend the business to others captures many aspects like satisfaction, loyalty, and retention rate. You can still use NPS and use its insights to make better decisions.

NPS 98

NPS Net Promoter Score Touchpoint Metrics 98

Customer Bliss

MARCH 8, 2016

Ever since social media became a force, the idea of ‘social media love’ — getting positive feedback from clients and customers and fans, essentially — has been something that many brands aim for in the social space. In a customer-obsessed organization, however, the concepts need to be much different.

Social Media 142

Social Media Customer Experience Reference 2014 142

Beyond Philosophy

NOVEMBER 23, 2023

Regret isn’t an emotion only for disappointed new customers. I found that their brand degraded over time and was no longer the quality it had been when they earned my loyalty. This example shows that once you introduce regret into your customer relationships, it can go downhill fast and to a bad place for your revenue.

Feedback 78

Feedback Loyalty Brands Sales 78

ChurnZero

FEBRUARY 11, 2022

Love is in the air TrustRadius has recognized ChurnZero with a 2022 Most Loved Award , and we couldn’t have done it without the support of our amazing customers and just want to say thank you! We love you too! The feeling is mutual,” You Mon Tsang, ChurnZero CEO and co-founder said on winning the Most Loved award. “We

2022 52

2022 Touchpoint B2B Customer Satisfaction 52

Retently

NOVEMBER 17, 2023

From tracking the real, long-term results of a campaign to judging the potential for customers to refer your company to their friends and colleagues, Net Promoter Score is a versatile metric that belongs in any marketing manager or consultant’s arsenal.

Net Promoter Score 78

Net Promoter Score NPS Marketing Management 78

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

Customer Bliss

MARCH 18, 2020

Helping stave the fear of losing the ability to care for loved ones. Salesforce has addressed the worry of maintaining pay not only for their employees but also to partners who are an essential part of the service chain to customers. To earn your place in people’s hearts, minds and memory, deliver grace. They matter.

Financial 215

Financial Healthcare E-support Hospitality 215

Experience Investigators by 360Connext

MARCH 23, 2021

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. Watch out for these sneaky ways typical business methods lead to customer defection. Never dealing with customers. And who can blame you?

Customer Experience 271

Customer Experience Contact Center Metrics Feedback 271

Customer Bliss

MARCH 2, 2016

In the course of working with different companies throughout my career, I’ve found that leaders focused on serving customers’ lives as a way to grow their business often begin with an uncommon attitude. In the process, when these leaders speak and give interviews, they produce some amazing customer experience quotes.

Customer Experience 164

Customer Experience Airlines Social Media Leadership 164

Customer Bliss

MAY 12, 2015

Many companies try to copy the actions that result from beloved companies’ decisions. The fact of the matter is decisions that earn customer love are not easily reached. To achieve the same impact, what enabled the decision must exist. You must get beyond the decision itself and possess what lies beneath it.

Connections 170

Connections Customer Experience Customers Culture 170

Customer Bliss

FEBRUARY 3, 2015

We know through social media that customers remember your “hello” and “goodbye.”. Are you deliberate in the memories you deliver at the beginning and ending moments of customer contact? When you map out the customer experience stages, step away from ‘executing tasks’ and focus on the customer experience you want to deliver.

Customer Experience 205

Customer Experience Social Media Customers 205

Zeisler Consulting

JANUARY 28, 2021

Dear Customer: Thank you for your recent feedback. We always enjoy taking the time to better understand where we fall short of expectations as it offers us the opportunity to do something we love to do: Improve how we serve our Customers. As such, your insights and thoughts are incredibly valuable to us. It’s a win-win!

Customer Satisfaction 93

Customer Satisfaction Feedback Insights Customer Service 93

One Millimeter Mindset

JANUARY 19, 2022

Surprised to enter 2022 digging yourself out of a huge 2021 customer defection hole? It just could be you left your entire client retention strategy up to the virtual customer retention dog. What excuses do you make to your managers about your less-than-stellar rate of customer retention? So are those customers: by defecting.

Customer Retention 99

Customer Retention 2022 2021 Document 99

BirdEye

NOVEMBER 28, 2023

This statistic shows that your customers are looking for you online. You must monitor what your customers say about you, respond to their remarks, and use their feedback to improve. Restaurant reputation management refers to the processes you use to track, respond to, and address customer feedback.

Management 107

Management Social Media 2007 Reference 107

Customer Bliss

FEBRUARY 4, 2016

It is unavoidable that at some point, your business will suffer a failure that disappoints customers. How your company reacts, explains, removes the pain, and takes accountability for actions signals how you think about customers, and the collective heart of your organization. It makes us love them even more.

Chief Customer Officer 160

Chief Customer Officer Customer Journey Leadership Connections 160

BirdEye

DECEMBER 8, 2023

Birdeye – all-in-one platform Improve customer communication and follow-up with Birdeye. If you want a response, you have to earn it. TruForce used Birdeye to track, manage, and communicate with customers via text, email, social media, phone calls, and more. The main goal of a follow-up email is to generate a response.

Demo 109

Demo Events Communication Feedback 109

Beyond Philosophy

MAY 4, 2023

After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy. Make some long-term decisions and long-term bets. Provide value to your customers or your audience. Prepare for hard work.

Consulting 78

Consulting 2023 Books Workshop 78

BlueOcean

APRIL 15, 2019

Admit it, you love it when you’re handed that Starbucks beverage with your name spelled neatly and correctly on the side. The trend of personalized customer experience has since transformed almost every industry as we know it. So, what is the best way to support customers with extremely high service expectations?

Customer Care 189

Customer Care Social Media Contact Center 2019 189

Customer Bliss

MAY 1, 2018

Companies that would make your mom proud prove with their actions that they have their customers’ best interest in mind. This is at the heart of companies that grow most organically—earning ardent admirers who grow their business for them. They earn a bigger piece of the pie, because they improve customers’ lives.

Innovation 160

Innovation Leadership Travel Customers 160

Beyond Philosophy

DECEMBER 8, 2021

Fred Reichheld, inventor of the Net Promoter Score ® (NPS), sees customers recommendations as an act of love. Key Ideas to Improve your Customer Experience. Taylor told Reichheld, “You’ve got to make sure your customers are treated so well, they come back for more and bring their friends.”

Net Promoter Score 60

Net Promoter Score NPS Books Consulting 60

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Why does this matter so much?

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

Alida

DECEMBER 4, 2017

At the core of our strategy is a commitment to put our customers in the driver’s seat. We recognize that the best way forward is to be truly customer centric. We recognize that the best way forward is to be truly customer centric. It allows us to make business decisions based on insight on evolving consumer preferences.

Customer Centricity 170

Customer Centricity Marketing Automotive Innovation 170

Beyond Philosophy

AUGUST 3, 2023

So, I worked on getting some training for team development, marketing, and customer service. This decision of generalist vs. specialist is a choice you need to make in your career. You have likely worked some in the world and, in doing so, have determined there are some things you want to do and some things you don’t.

Sales 78

Sales Social Media Management Reference 78

Customer Bliss

APRIL 2, 2015

Companies that customers love work hard not to lose their personality—not in their products, not in their service, not in anything they do. They become beloved because of how they connect with customers in their lives. They relate personally with customers. How would your customers say you are doing? (

Connections 172

Connections Culture Interaction Sales 172

CSM Magazine

FEBRUARY 8, 2022

Calabrio, the customer experience intelligence company, today announced that Calabrio ONE, the workforce engagement management suite, has been named a Leading product based on its high customer satisfaction scores, quality of support and “likeliness to recommend” ratings from real users on G2 , the world’s largest tech solutions review site.

2022 59

2022 Customer Satisfaction Insights Innovation 59

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). Employee experience will match the importance of customer experience Shep Hyken, Customer Service and Experience Expert and New York Times bestselling author, predicts: “If you want to have a good customer experience (CX), there must also be a good employee experience (EX).

2023 123

2023 Customer Experience E-support Customers 123

Customer Bliss

JULY 6, 2018

The Make Mom Standard for How to Treat Your Customers has been on sale for a little less than a month now, and I’m immensely grateful for all of the positive reviews it’s received. With the guiding question, “how would you act if every customer were your mother?” Treat Your Customers with Humanity and Respect.

Books 100

Books Hospitality Hotels Article 100

Customer Bliss

MARCH 18, 2020

Helping stave the fear of losing the ability to care for loved ones. Salesforce has addressed the worry of maintaining pay not only for their employees but also to partners who are an essential part of the service chain to customers. To earn your place in people’s hearts, minds and memory, deliver grace. They matter.

Financial 130

Financial Healthcare E-support Hospitality 130

Customer Bliss

NOVEMBER 22, 2017

I hope you’re all taking some time to enjoy being with loved ones, eating, and relaxing. Build Customer Experience From Your Core Values. I must say, I’m not surprised that this episode with Mary Winfield, the VP of Customer Experience and Trust at Lyft is the most downloaded episode. Click here for the show notes.

Chief Customer Officer 0

Chief Customer Officer 2016 Download Events 0

Customer Bliss

MAY 15, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Do you believe customers are assets or cost centers? Thinking about customers as assets is my first customer experience competency. And she just loved the convenience. Customers Expect to Be Known.

Chief Customer Officer 164

Chief Customer Officer Airlines Hospitality Loyalty Programs 164

NetBase

AUGUST 10, 2020

Finding new customers during a pandemic is not for the faint of heart, just ask any CPG brand these past few months! Procter & Gamble has a natural edge on the competition with many household names making up its brand profile , but nothing is guaranteed when it comes to consumer love.

Consumers 98

Consumers Books Sales Brands 98

CSM Magazine

SEPTEMBER 22, 2022

Budding firms must instill a sense of trust in their customers. The stakes have risen and to remain in the game, retaining and attracting new customers through the ability to deliver on a promise is crucial. Businesses must integrate authenticity and ensure their brand’s voice addresses customers directly.

Brands 52

Brands 2022 Social Media Feedback 52

BirdEye

MAY 1, 2023

Making the most of customer reviews to boost your brand awareness, sales, and earning potential is key. In this blog post, we’ll teach you ways to request reviews, use them to attract more customers, and professionally handle any negative reviews. It nudges them toward buying your product or exploring alternatives.

Social Media 97

Social Media Feedback Advertising Customers 97

BirdEye

NOVEMBER 7, 2023

As customers verify your brand’s reputation on top car review sites , you need to ensure that your email marketing strategy also delivers to meet their expectations. These emails are strategically crafted to engage potential customers, nurture leads, and drive sales. It is effective communication.

Sales 113

Sales Automotive Advertising Demo 113

ReviewTrackers

AUGUST 5, 2020

What is Customer Experience Marketing? Customer experience marketing is the strategy of focusing marketing efforts on the customer and improving how the customer experiences your product or services. . The idea is simple: if people love your product, they’ll become your biggest promoters. Yes, it is.

Customer Experience 122

Customer Experience Marketing Social Media Customer Journey Mapping 122

Customer Bliss

AUGUST 23, 2016

Darryl Speach is a serial customer experience practitioner and change agent. I sometimes classify Darryl’s wisdom as “hard-earned and joyous,” and I think you’ll see that come through in this episode. The “Black Box” of customer experience actions. Episode Overview. About Darryl. About Darryl.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0