Experience Investigators by 360Connext

APRIL 24, 2017

I’ve been so fortunate to work with some really great people. Many of these were clients who were charged with leading customer experience change within large companies. There are so many challenges in these positions. In most cases, it’s new philosophy, limited staff and authority, and typically a culture straining against the wave of change that is required with a successful customer experience strategy. It also takes a bunch of traits that are often not found in one person.

2017 232

2017 Customer Experience Sports Communication 232

InMoment XI

APRIL 12, 2017

Customer centricity is the idea that organizations should not only serve their customers, but also get “close to them” — understand what they value, deliver exceptional experiences and memories, and work to build relationships. In a 2011 article in Fast Company, author Brian Solis wrote: “It’s not just about communicating with customers, it’s about showing. View Article

2017 319

2017 2011 Engagement Customer Centricity 319

Alida

APRIL 4, 2017

Half of shopping malls in the United States will either close down or suffer steep decline in the next few years, according to one industry analyst. Though brick and mortar sales are down only five percent since 2015, the closure of many anchor tenants has significantly impacted shopping malls. Brick-and-mortar is making a comeback , but many retailers struggle to drive sales. In these precarious times, both established and new retail players need to focus on customer needs.

E Commerce 191

E Commerce 2017 Innovation Retail 191

Customer Bliss

APRIL 4, 2017

Episode Overview. Southwest Airlines has an industry-standard approach to promoting people from within. Sonya LaCore actually began as a flight attendant, rose through many levels of service leadership with in-flight crews, and today is the leader of all in-flight operations. This conversation is about that journey, her calling to serve, and more. About Sonya. Sonya Lacore has proudly served Southwest Airlines for 15 years, Sonya began her career as a flight attendant.

Airlines 204

Airlines 2017 Hospitality Customers 204

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Michelli Experience

APRIL 5, 2017

I am a huge proponent of the concept behind the Net Promoter Score® (NPS)®. As you likely know the NPS® is calculated by asking customers: How likely is it that you would recommend our company/product/service to a friend or colleague? Respondents are given choices on a zero to 10 point scale. Those who indicate 9 or 10 are classified as promoters, 7 and 8 are referred to as passives, and respondents who answer 6 or below are viewed as detractors.

2017 111

2017 Loyalty Net Promoter Score Measurement 111

Experience Investigators by 360Connext

APRIL 17, 2017

Have you ever had to deal with a customer who was really angry? While most days aren’t perfect, if generally takes a lot for us to get red-in-the-face angry. Of course there are exceptions to this rule, and some people are just plain nasty. But most of us don’t set out looking for conflict, and that includes your customers. So let’s talk about when customers are furious- when they are so angry they yell at representatives of your company.

2017 215

2017 Call Center Innovation Communication 215

InMoment XI

APRIL 12, 2017

Customer centricity is the idea that organizations should not only serve their customers, but also get “close to them” — understand what they value, deliver exceptional experiences and memories, and work to build relationships. In a 2011 article in Fast Company, author Brian Solis wrote: “It’s not just about communicating with customers, it’s about showing. View Article. General

2017 200

2017 2011 Engagement Customer Centricity 200

Alida

APRIL 19, 2017

A renowned luxury fashion brand announces deep job cuts. A multinational discount shoe retailer files for bankruptcy protection. A major department store chain, once the biggest name in retail, admits that its future is now in doubt. These examples are just a sampling of the stunning headlines coming out of the retail sector. Dubbed the “retail apocalypse,” the recent wave of retail closures is one of the biggest the business world has ever seen. Source: Business Insider ).

2017 173

2017 Retail E Commerce Sports 173

Customer Bliss

APRIL 6, 2017

eConsultancy just put out a guide around customer experience best practices , some of which are detailed in this blog post. Two stats jumped out at me right away — and those two stats are indicative of problems that some CX teams are having. Good news, though: they are also indicative of opportunities for growth and revenue within your organization. The first stat is seen visually here: Look at the dark blue bars for company respondents.

2017 230

2017 Touchpoint Leadership Call Center 230

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ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Complaints are opportunities to show how good you can be. Shep Hyken. Treasure the learnings to maximize business earnings! Disappointments can be delightful! The way you look at the issues can make a huge difference in resolving them. Customer behavior is becoming more dynamic. Their demands are ever-increasing owing to the influence of Internet.

2017 119

2017 Blog Poor Customer Service Advertising 119

CustomerGauge

APRIL 26, 2017

NPSBenchmarks.com is very excited to welcome back Dr. James Borderick, Head of Customer Experience Analytics at HPE Software, for the second part of our interview series with HPE Software. Last time, James sat down with us to discuss some NPS ® 101 – why HPE Software started using NPS, the challenges it faced, frequency of […]. The post HPE Software On How To Close The Loop & Drive Revenue Growth [Interview] appeared first on CustomerGauge.

2017 137

2017 NPS Customer Retention Customer Experience 137

Experience Investigators by 360Connext

APRIL 3, 2017

Ever hear of a “stop doing” list? All the cool kids and productivity gurus have mentioned them. The idea is to create a not-to-do list so you are reminded of tasks you should delegate, ignore, or intentionally decide to cease. Thinking in these terms, here’s a quick list for 3 things to add to your stop doing list for the second quarter. By stopping this behavior, you’ll be creating fewer poor experiences and more customer-centric growth opportunities.

2017 187

2017 Customer Centricity Consulting Loyalty 187

InMoment XI

APRIL 6, 2017

Next week, join over 500 professionals preparing to gather at CXFusion to learn how to create exceptional customer experiences. Customer experience experts from Reliant, Wells Fargo, Intel and more will share best practices and exciting innovations to improve the way customers interact with brands, products and employees. Caesars Entertainment VP Total Service Terry Byrnes and. View Article. General

2017 200

2017 Culture Sales Entertainment 200

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Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

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Alida

APRIL 5, 2017

Long after the Affordable Care Act spurred a shift from fee-for-service to value-based , patient-centric care, many health care providers are still at a loss. What exactly does “patient-centric” care mean? What does it look like, and how should providers implement it in their practices and hospitals? Enter: The kings of customer-centric service, interaction and engagement—retail brands.

2017 154

2017 Retail Customer Base 2009 154

Customer Bliss

APRIL 27, 2017

After a few days and posts covering the United Airlines incident, I want to briefly turn attention to omnichannel. You probably know what omnichannel means, but a quick definition is always helpful. It refers to the various touch points by which a business/organization can reach a customer. The idea — and the ideal — is to get the offer in front of them at the time they’re most likely to be interested. Typically in the modern business ecosystem, omnichannel refers to: Website.

2017 166

2017 Omnichannel 2025 2020 166

ShepHyken

APRIL 26, 2017

Every week I stay at different hotels around the world as I travel for my speaking engagements. And, every morning I get up in these hotels and take a shower. I reach in to turn the knob for the water, which is usually a few feet below the showerhead. I turn the knob to what I hope is the correct water temperature and pull my arm out just as fast as I can – to avoid the cold water that is about to shoot out of the nozzle and hit my arm or other parts of my body.

2017 114

2017 Hotels Travel Customer Service Training 114

ijgolding

APRIL 4, 2017

There are certain things in life that are indisputable. Money does not grow on trees, is just one example. The earth is round, is another. Additionally, it cannot be denied that we – that is you and I – in fact all people on the planet – are human beings. I know that often human beings behave in a way that puts our humanity in doubt, yet even though not all people share the same moral or ethical code, we are all humans nonetheless.

2017 134

2017 Technology Innovation Customer Centricity 134

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Experience Investigators by 360Connext

APRIL 28, 2017

It’s all about your people. And it’s also about…your people. Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. They are valuable reminders of how customers are people, and they respond best to people who understand their situation, and better yet, understand how important their roles are in delivering an exceptional experience.

2017 152

2017 Airlines Metrics Social Media 152

InMoment XI

APRIL 10, 2017

The corporate world is very excited about the promise of improving customer experience, with an eye toward creating better financial outcomes. A Gartner Study found that in 2016, 89% of companies planned to differentiate themselves primarily based on their customer experience. A noble aspiration certainly, though striking when you consider that many companies have very. View Article. General

2017 200

2017 2016 Customer Experience Management Financial 200

Alida

APRIL 11, 2017

One in three Americans would avoid owning car if they could. That’s one of the startling findings in the first annual Mobility Study , a report on changing automotive consumer preferences. The study, conducted by the automotive consulting firm Vision Mobility, also found that people in large cities were more likely to have ambivalent feelings about owning a car.

2017 113

2017 Competitive Advantage Loyalty Communication 113

Customer Bliss

APRIL 11, 2017

Episode Overview. Brian Andrews is a pioneer in the implementation of NPS – the Net Promoter System™. We talk about his journey in figuring out exactly what it was, well before Fred Reichheld wrote his ground-breaking book. Here, we discuss the critical factors in embedding this approach not as survey-score chasing, but business transformation. About Brian. Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He

2017 163

2017 Net Promoter Score NPS 2003 163

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Customer Experience

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken. Customer service needs customer data. Priceless customer information is generated every time a customer interacts with you.

2017 102

2017 Blog Customer Service Interaction 102

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability.

2017 92

2017 Airlines Travel Transportation 92

Michel Falcon Experience

APRIL 12, 2017

Welcome to this week’s video where I teach you how to use customer experience and employee engagement strategies to grow your business and create customer loyalty. Today’s video is solely focused on your customer service employees – whether you’re in hospitality, operating a call center, retail, real estate, trades or whatever – your customer service employees are the face of your company. We can all agree to that, right?

2017 122

2017 Loyalty 2016 Hospitality 122

InMoment XI

APRIL 10, 2017

The corporate world is very excited about the promise of improving customer experience, with an eye toward creating better financial outcomes. A Gartner Study found that in 2016, 89% of companies planned to differentiate themselves primarily based on their customer experience. A noble aspiration certainly, though striking when you consider that many companies have very. View Article

2017 200

2017 2016 Customer Experience Management Financial 200

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