Thematic

SEPTEMBER 12, 2021

NPS, CSAT, CES.it doesn’t matter how many letters you throw out there or how many customer experience (CX) scores you get. If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. Through comments in customer feedback surveys, social media conversations, call center dialogue, etc., your customers are often telling you how they feel about specific features, customer service quality, user experience, and more.

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Metrics Feedback NPS Loyalty 117

Kate Nasser

SEPTEMBER 12, 2021

Impersonal medical care undermines patient trust & follow-up. Real life examples fr Kate Nasser, The People Skills Coach™ Healthcare Medicine. The post Impersonal Medical Care Creates These Problems | #Healthcare #PeopleSkills appeared first on KateNasser.com.

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Healthcare Hospitality Communication Customer Service 105

The DiJulius Group

SEPTEMBER 12, 2021

Both customer service and customer experience are talked about often, but what is customer service experience? Chris Zane, founder and CEO of Zane’s Cycles, said in 2011 that “customer service starts when the customer experience fails.” How right he is! If you want to stop people from calling customer service, make the customer experience perfect. Of course, Read Full Article.

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2011 Customer Service Article Customers 52

Doing CX Right

SEPTEMBER 12, 2021

Listen to Adam Toporek discuss how to create hassle-free experiences to get new customers and reduce churn. The post How To Create A Frictionless Experience To Get & Keep Customers appeared first on Doing CX Right.

Customers 52

Customers Loyalty 52

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Forrester's Customer Insights

SEPTEMBER 12, 2021

Over the past decade, firms have poured significant resources into the digitization of their operations and the creation of new digital experience platforms to win, serve and retain increasingly fickle customers. The result? Digital sameness for the most part. According to Forrester’s Customer Experience Index (CX Index™), a study of 100,000 consumers and 300 brands that has […].

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Innovation 2021 Consumers Brands 26

Optimove

SEPTEMBER 12, 2021

The post 2021 Gartner’s Critical Capabilities for Multichannel Marketing Hubs appeared first on Optimove.

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2021 Marketing 75

The DiJulius Group

SEPTEMBER 12, 2021

I attend a lot of franchise conferences in Las Vegas. When you look around Las Vegas, gambling seems to a very profitable business, right? But you also see a ton of competition. And no matter where you play, it is basically the same games! What is really the difference between one casino and another? Let. Read Full Article. The post Customer Behavior that Gets Rewarded Gets Repeated appeared first on The DiJulius Group.

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Article Customers 52

Forrester's Customer Insights

SEPTEMBER 12, 2021

(co-authored with Research Associate, Fayzan Sabri) End of summer and beginning of Fall is an exciting, yet tumultuous time for both parents and kids alike. Summer camps have ended, vacation time is over and children have returned to school. Employees and firms heave a heavy sigh to acclimatize to an evolving hybrid work life. As […].

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Insights Customer Insights Customers 42

The DiJulius Group

SEPTEMBER 12, 2021

Are you ready to Be Unstoppable in 2021? No matter what came before, you can learn from it, set a new course, adjust your sails, and get underway again. All you need is a worthy destination, a sturdy platform, an able crew, a chart of way points, and a fitting mindset to power your progress. Read Full Article. The post Explore. Dream. Discover. appeared first on The DiJulius Group.

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2021 Article 52

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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