BirdEye

DECEMBER 8, 2023

We live in a world where one tweet, review, or post can tip the scales for your brand. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business.

Management 113

Management Social Media Brands Consulting 113

GetFeedback

JULY 19, 2019

We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. How to set up your Voice of the Customer (VoC) program for success. Gather your champions. What can VoC do for you?

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

GetFeedback

DECEMBER 16, 2019

Your customers want more, so you need to meet and exceed their expectations. Without that, you’ll struggle to earn their loyalty, deal with a bad reputation, and you’ll eventually lose them. But you already know what you need to do: collect customer feedback. Improve customer experience .

Feedback 195

Feedback Social Media Customers Consumers 195

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Also, treating customers well is good for employees. I couldn’t agree more with him on this point.)

NPS 109

NPS Books Net Promoter Score Leadership 109

Kustomer

JANUARY 7, 2024

Intercom has earned a respectable brand name as an AI-powered messaging and help desk system. But there’s a reason why you’re here browsing this list of the best Intercom alternatives , likely because Intercom isn’t checking off all the requirements you need in a customer engagement platform. Why consider an alternative to Intercom?

2024 97

2024 E Commerce E-support Social Media 97

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service Customer Centricity Chief Customer Officer 139

Customer Bliss

OCTOBER 29, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. When customers need you, are you there? Do you get to customers before the tweets and the calls for help begin? Customers get that. Be Proactive and Plan for Customer Recovery. We are human.

Communication 128

Communication Chief Customer Officer Customers Consumers 128

Customer Bliss

FEBRUARY 25, 2016

Honoring “Customers as Assets” connects volume and value to customer experience ROI and growth. Your goal as CCO is to unite the leadership team in delivering one-company customer experiences and connecting the delivery to business growth. Here are four elements to grow customer experience ROI: 1.

ROI 135

ROI Customer Experience Leadership Metrics 135

CX Accelerator

MARCH 9, 2020

Maybe you’ve been sitting at a boardroom table feeling unprepared, overwhelmed, and out of your league. Author: Erica Marois Have you ever found yourself in a situation where you didn’t feel like you belonged? Perhaps you’ve felt this way in a work setting. And in those cases, it’s easy for the doubt to creep in — the self-limiting thoughts.

Contact Center 182

Contact Center Social Media Travel Advertising 182

CX Accelerator

MARCH 9, 2020

Maybe you’ve been sitting at a boardroom table feeling unprepared, overwhelmed, and out of your league. Author: Erica Marois Have you ever found yourself in a situation where you didn’t feel like you belonged? Perhaps you’ve felt this way in a work setting. And in those cases, it’s easy for the doubt to creep in — the self-limiting thoughts.

Contact Center 182

Contact Center Social Media Travel Advertising 182

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

Beyond Philosophy

OCTOBER 29, 2015

Lululemon is a brand with a loyal cult-like following, but Customers began to sour on the Lululemon brand last year. And it’s because they are realigning to their Customer-center. The new fit descriptions are designed to help Customers know which fit is appropriate for what activity. So what does this story show us?

Customer Experience 154

Customer Experience 2016 Consulting Call Center 154

NetBase

MAY 27, 2020

Appealing widely to the millennial consumer, selling D2C isn’t a new concept, think of the mail order catalogues of your youth. Appealing widely to the millennial consumer, selling D2C isn’t a new concept, think of the mail order catalogues of your youth. And having a more personal approach is precisely what consumers are looking for.

Brands 97

Brands 2025 Consumers Sales 97

Customer Bliss

JUNE 22, 2018

Recently, during the launch of my latest book, “ Would You Do That To Your Mother? The ‘Make Mom Proud’ Standard for How to Treat Your Customers ,” I stopped at Nasdaq in Times Square for a #NasdaqSpeedReads interview with Lyanne Alfaro. How to Create Great Customer Experience .

Books 120

Books Chief Customer Officer 2006 Voice of Customer 120

Totango

AUGUST 14, 2020

In customer success, your customers define their own victories. No one-size-fits-all finish line exists that clients must strive to cross, and there is no Harvard Business School concept of accomplishment you can award your customer before resting on well-earned laurels. The key word is “ongoing.”.

Customer Success 77

Customer Success Definition Customer Journey Customers 77

Kustomer

SEPTEMBER 7, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss how to manage different types of customer expectations and service expectations during a global pandemic. Simple Tricks to Earn Customer Loyalty.

Customer Expectations 98

Customer Expectations Management Communication Customers 98

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. Remember the old saying, “A happy customer is a loyal customer”? That’s where customer feedback comes into play. That’s right!

B2B 52

B2B Feedback Customer Service Touchpoint 52

Interactions

SEPTEMBER 10, 2020

Let your mind go back in time to Q4 of last year: a time of wanton consumerism and high hopes. Bedrock brands with storied histories like Brooks Brothers, J.C. What a difference a year can make. Post-Black Friday, shoppers pumped $730.2 billion into the US economy during the 2019 holiday shopping season. Fast forward to today.

E Commerce 71

E Commerce Retail Consumers Customer Care 71

ProProfs Chat

APRIL 30, 2020

The COVID-19 pandemic continues to spread like wildfire, taking people’s lives, and severely impacting various economies across the globe. What about your customers? While social distancing and self-quarantine are the need of the hour, businesses don’t have to be distant from their customers.

Engagement 85

Engagement Loyalty Programs Social Media Innovation 85

CSM Magazine

NOVEMBER 8, 2021

Here are three easy ways to simplify the online customer journey. The customer journey is a process describing an individual’s interaction with your business to achieve a goal, be this by purchasing a product or subscribing to a service. With this in mind, read on and discover three easy ways to simplify the customer journey.

Customer Journey 52

Customer Journey Touchpoint Reference Social Media 52

Lumoa

MAY 7, 2018

A story of how a startup nailed customer relationships since day one. Many startups think that customer experience management equals unnecessary work and financial costs. However, more and more startups that emphasise the uniqueness of customer relationships are growing faster than ever. All the time. "I

Customer Experience 98

Customer Experience NPS Metrics 2012 98

Storyminers

JULY 7, 2020

How do you expect customer expectations to change in 2017? Customers will expect most of their vendors to serve them as well as their favorite vendors do. Prefer the customized recommendations you get from Nordstrom? The more adaptive companies will excel at keeping pace with their customers’ changing needs.

Contact Center 59

Contact Center Customer Expectations 2017 Management 59

Education Services Group

JANUARY 10, 2022

Voice of the customer (VoC) initiatives have often been owned by Marketing in the past, but Customer Success is taking on more and more ownership in this space. Customer Success teams can (and should! contribute to creating killer customer surveys no matter who owns the survey methodology in your organization.

Reference 52

Reference Customer Success Transportation Feedback 52

Integrity Solutions

MAY 26, 2022

Our founder used to tell a story about an early prospect who once said, “Well which one is it, integrity or selling…because it can’t be both.” ” Thankfully, some of those old stereotypes about selling have gone by the wayside. According to the 2021 Global Business Ethics Survey® , around 1 in 5 U.S.

Sales 52

Sales Culture Magazine 2021 52

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. That is also behind why I have launched a customer experience podcast series – so that we can hear each other’s’ voices and celebrate in our successes and learn from our challenges.

Customer Experience 141

Customer Experience Chief Customer Officer Insurance B2C 141

Calabrio

JULY 25, 2019

From seamlessly handling fast-growing, inbound contact volumes and painlessly unifying disparate data sources to tapping rich voice of the customer (VoC) insights, users rely upon Calabrio to understand what their customers really want while benefitting from increased operational efficiencies. Tiffany & Co.

Contact Center 61

Contact Center 2018 2019 Innovation 61

Oracle

DECEMBER 17, 2020

Welcome to Experience TV, a LIVE show on social channels about the economic revolution we’re living through, the Experience Economy, where brands compete on the quality of their customer experiences. Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within. Bellevue, Washington.

Government 52

Government Banking 2020 E-support 52

ProProfs Chat

FEBRUARY 13, 2020

“What can help me get committed and loyal customers?”. But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Customer Loyalty B2B Statistics.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

CSM Magazine

SEPTEMBER 28, 2016

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon. Employees are supposed to focus on helping customers, not selling products.

Customer Focused 96

Customer Focused Airlines Culture E-support 96

Kustomer

MARCH 4, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Amanda Chavez to discuss human-centered customer service and design. Tune in to the podcast below to discover how Amanda incorporates human-centered design into all aspects of customer experience.

Customer Experience 98

Customer Experience Customers Government Customer Service 98

Qualtrics

MAY 22, 2019

Ask Jeanne Bliss, CEO and founder of Customer Bliss, what she does for a living and she’ll tell you she’s on ‘a crusade’. To help people around the world do a better job of uniting their organization to improve lives and to grow their business admirably.”. It’s about what employees and customers say we are.

Chief Customer Officer 40

Chief Customer Officer Leadership ROI Webinar 40

Russel Lolacher

OCTOBER 3, 2022

In this episode of Relationships at Work, Russel chats with Executive Career Strategist Maureen McCann on taking the right steps for your career transition. What you need to have in place before you start looking for your next job. The importance of understanding your values to others. ” – Maureen McCann.

Culture 98

Culture Employee Experience Connections Brands 98

Myra Golden

FEBRUARY 3, 2017

I’ve told this story before, so bear with me if you’ve already heard it. When he didn’t get things sorted out after 2 lengthy calls to hotels.com, he told me, “I’m just going to cancel your hotels.com reservation and rebook you in our system.”. It takes 10 hotel stays to earn a free hotel night. I travel a lot. I travel a lot.

Hotels 60

Hotels Management Rewards Programs Travel 60

Kustomer

MAY 20, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen and Vikas Bhambri from Kustomer are joined by Edmund Ovington to learn the secrets to breaking down language barriers. Why Your Team Needs Language Translation Software. Listen to the full episode to learn more. Thinking Globally.

Customer Experience 105

Customer Experience Multi-Channel Customers Brands 105

ijgolding

MAY 2, 2017

Last week I wrote an article on the subject of ‘common sense’ To be more accurate, I wrote about the lack of common sense and how it’s absence was continuing to destroy customer experiences all over the world. I am not about to repeat the story – do not panic! Customer centric? on March 2, 2017.

Airlines 72

Airlines 2017 Customer Centricity Travel 72

C Space

JANUARY 9, 2019

As we approach 2020, the future feels less certain than ever for customers. So that’s why we’ve launched Life as a Customer, a window into the worlds of 700 customers, powered by C Space. Day by day he’s driving a more progressive and customer inspired version of change for the world’s biggest and boldest blue-chip brands.

Sports 51

Sports 2019 Healthcare Retail 51

Kustomer

OCTOBER 22, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss managing customer expectations during a global pandemic. Simple Tricks to Earn Customer Loyalty. Proactive Communication.

Customer Expectations 69

Customer Expectations Management Communication Customers 69