Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). That’s where customer experience platforms come in.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

Beyond Philosophy

FEBRUARY 15, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. ” These are not emotions, nor are they specific.

Connections 89

Connections Loyalty Brands 2005 89

Beyond Philosophy

MARCH 1, 2024

A hidden impact exists regarding your experience management return on investment (ROI). It is often overlooked because it lurks between a specific moment in a customer process and the behavior resulting from it. So, she asked us—and we were glad to tell her. Conversely, positive emotional connections can enhance outcomes.

ROI 89

ROI Measurement Return on Investment Customers 89

GetFeedback

FEBRUARY 15, 2019

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. Not exactly.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers.

Measurement 174

Measurement Management Net Promoter Score 2002 174

Experience Investigators by 360Connext

JUNE 22, 2021

Nobody thinks they’re neglecting customers… but many are. Some of us live, breathe and constantly think about the customer experience. Business leaders, in fact, have not been trained, educated or even asked to consider customer experience. That’s human nature. . Commitment.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

Beyond Philosophy

AUGUST 21, 2020

We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. WE ARE MORE EMOTIONAL ON OUR PHONES THAN COMPUTERS. The phone has a smaller keyboard and screen.

Transportation 180

Transportation Information Technology Consulting 180

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

2023 207

2023 Contact Center Leadership Hospitality 207

Beyond Philosophy

JULY 2, 2020

There are three different groups of organizations regarding opening up again after the pandemic: Organizations that are reacting to things: This group is changing the Customer Experience to respond to the crisis, but believe the present environment we are experiencing is temporary. We discussed this subject in a recent podcast.

Customer Experience 195

Customer Experience Airlines 2020 Presentation 195

Beyond Philosophy

OCTOBER 7, 2021

To most companies, it invariably means “customers give us all their money.” So, today we’re going to talk about the five rules that will build customer loyalty. Before we get into the rules, let’s talk about what loyalty is. It’s emotional. The same is true for customers.

Loyalty 173

Loyalty Airlines Banking 2007 173

Beyond Philosophy

AUGUST 12, 2020

During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise. Traditional journey mapping is what a customer is doing, but is missing a few things. We discussed the problems with journey mapping in a recent podcast.

Customer Journey Mapping 187

Customer Journey Mapping Hotels Customer Journey Net Promoter Score 187

Feedbackly

OCTOBER 12, 2022

Join our chat with Jaakko Männistö and use a chance to ask any questions you might have about the Emotional Experience measurement or the Emotional Value Index (EVI®). 95% of purchasing decisions are based on emotions. Welcome to ask your questions or join our chat to listen only! About the speakers.

Webinar 98

Webinar B2C Feedback Measurement 98

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

Beyond Philosophy

FEBRUARY 3, 2022

Organizations often think that doing a journey map of their experience will be the answer to life, the universe, and everything. . If we think about why we do journey mapping, one of the big reasons is to alleviate blind spots within the team. You should know or have your customers tell you themselves. But it isn’t. .

Contact Center 78

Contact Center Return on Investment Customer Centricity Consulting 78

Beyond Philosophy

FEBRUARY 24, 2022

We see senior executives all the time, usually trying to get them to invest more resources in training and enhancing the Customer Experience. We see senior executives all the time, usually trying to get them to invest more resources in training and enhancing the Customer Experience. Moment I am looking to create.

Engagement 89

Engagement Consulting ROI Presentation 89

Beyond Philosophy

SEPTEMBER 10, 2022

However, one of my team was spending the lock down a different way: taking a deeper dive on the data we have collected on our Emotional Signature ® research. Our Emotional Signature research measures the level of emotional engagement you have with customers right now and determines what the really want from you.

Consulting 68

Consulting Healthcare Books Measurement 68

Beyond Philosophy

MARCH 26, 2021

Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued.

Net Promoter Score 120

Net Promoter Score B2B Measurement Customers 120

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. One of the guys asked, “How much money are we going to get back by doing this?”. We discussed what we discovered from the research in a recent podcast. It was a tough audience.

Net Promoter Score 155

Net Promoter Score 2004 Insurance 2007 155

Beyond Philosophy

OCTOBER 15, 2020

Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too. He compares where we are for the transformation of Customer Experience as the transition from driving cars with gauges to driving Indy cars. It happens at a primitive and emotional level.

Hotels 131

Hotels Customer Experience Management Books Consulting 131

Integrity Solutions

MAY 1, 2023

Many of our important decisions in life are influenced by both emotional and rational attributes, and often, the pull of the emotional is what rules the day. Just as emotions can affect a salesperson’s behavior, they also affect a customer’s buying behaviors. And it’s worth the effort.

Customer Relationships 87

Customer Relationships Sales Customers Loyalty 87

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. Today we will learn about how this relationship will continue to evolve as we move into a new year and a new decade. .

Innovation 163

Innovation Social Media Technology Brands 163

BirdEye

AUGUST 29, 2023

Happy customers build successful businesses. You can grow, scale, and develop your business if you understand your customers’ feelings about you. Great products, the best marketing campaigns, and the costliest ads are all playing second fiddle to the power of customer satisfaction.

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

Beyond Philosophy

NOVEMBER 27, 2020

An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be. These Value Drivers are essential to success.

Net Promoter Score 150

Net Promoter Score NPS Insurance Consulting 150

TechSee

AUGUST 26, 2020

We are living in the experience economy. Success is no longer simply about the goods or services a company provides; rather, it’s about how those products provide a positive, engaging experience. In fact, according to Gartner research, almost 90% of organizations now employ a Chief Experience Officer or equivalent.

Customer Journey 124

Customer Journey Omnichannel Effort Score Multi-Channel 124

Customer Bliss

JANUARY 10, 2019

As conversations around sustainability and corporate social responsibility continue to increase, I think you’ll enjoy this timely conversation with Michael Bair , Senior Director of Member Experience at Inspire , a clean energy tech start-up. Use Education and Emotion to Communicate with the Customer. Retention strategy.

Customer Experience 155

Customer Experience Chief Customer Officer Connections Workshop 155

Beyond Philosophy

MARCH 7, 2019

I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. Those that do often don’t think about how they will use the information they measure. The classic phrase, “If you can’t measure it, you can’t manage it” applies. I spend a lot of time thinking about measurement tools.

Measurement 122

Measurement Presentation Fashion Consulting 122

Beyond Philosophy

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. Sure, you need to think about it, understand the philosophy behind it as well as the science, but after that, you should go beyond the philosophy and do something. The Reasons Behind Our Reasoning. Let me explain.

Customers 149

Customers Loyalty Consulting Engagement 149

Beyond Philosophy

SEPTEMBER 6, 2019

Too few business people step back and think about the larger strategy. Customer Experience Strategy was the subject of a recent podcast. We determined that when it comes to strategy, organizations could benefit from the answers to the following questions: What is a Customer Experience strategy? . Let me explain.

Net Promoter Score 133

Net Promoter Score Consulting Leadership Books 133

Beyond Philosophy

MAY 25, 2023

Journey Mapping is an excellent tool in experience design efforts. However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. The customer goes to the shop.

Hotels 78

Hotels Books Reference Travel 78

Beyond Philosophy

AUGUST 13, 2020

When I go into an organization, and they say their goal is to delight customers at every moment of contact. Honestly, it sounds exhausting, for both the team and your customers. There is a significant connection between successful Customer Experiences and the amount of effort they require from customers.

Effort Score 183

Effort Score Net Promoter Score Government Document 183

BirdEye

MAY 15, 2023

Do you want to create an engaging and memorable customer experience? But creating such a plan isn’t easy — it requires knowledge of marketing techniques, research into customer behavior, and understanding how people interact with brands. If so, then developing a strong brand strategy is essential.

Brands 98

Brands Social Media Communication Consumers 98

Alida

DECEMBER 9, 2016

A customer journey map is a simple idea that has become overly complicated. At its core, a customer journey map tells the story of a customer’s experience. It begins at initial contact, develops with engagement and forms a long-term relationship between a brand and its customers.

Customer Journey Mapping 224

Customer Journey Mapping Customer Journey Touchpoint Social Media 224

Alida

OCTOBER 2, 2018

The state of customer experience (CX) is languishing because companies are making seven critical CX transformation mistakes. At the 2018 Customer Intelligence Summit , Forrester Principal CX Analyst Rick Parrish laid out these common errors but said it’s easy to sidestep these problems if you know what to look for.

Customer Centricity 147

Customer Centricity Financial Contact Center Interaction 147

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience?

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Beyond Philosophy

JUNE 22, 2023

Our recent guest on the podcast, author Vanessa Patrick , Associate Dean for Research, Professor of Marketing, and researcher in the Consumer Behavior Marketing field, has a new book, “The Power of Saying No: The New Science of How to Say No that Puts You in Charge of Your Life.” Plus, gender is part of it.

Books 143

Books Definition Financial Consulting 143

Pink Guava

AUGUST 3, 2021

How Empowered Customers can make a difference to your Business In today's digital age, the lines between the physical store and digital experience have vanished. There has been a complete shift as the brick-and-mortar store experience, and multi-digital channels are governed by customer behavior, engagement, and expectations.

Customer Journey Mapping 98

Customer Journey Mapping E Commerce Touchpoint Customer Journey 98

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Customer Centricity 169

Customer Centricity Voice of Customer Social Media NPS 169