Forrester

APRIL 19, 2016

Asking customers for feedback is one of the most direct ways to understand their experiences and needs across touchpoints. However, we've all experience an organization's attempt to execute this…usually poorly. I received a litany of the good, the bad, and the ugly of customer feedback designs.

Feedback 72

Feedback Touchpoint Customers Measurement 72

Integrity Solutions

OCTOBER 8, 2019

The CEO knows salespeople are the ones on the front lines, talking to customers and prospects, gaining insights about the competitive landscape and picking up on market shifts and trends. It’s telling that a recent four-part series for Chief Executive about operationalizing the sales function is entitled, What’s Wrong With The Sales Machine?

Sales 80

Sales Metrics Leadership Insights 80

Integrity Solutions

JANUARY 18, 2021

The good news is, we just went through a crash course in transformation — and there’s plenty to learn from it. Now that 2020 is in the rear view mirror, most of us are ready to bid good riddance to an incredibly tumultuous year and do our best to forget it. There’s no putting it off anymore. There’s no putting it off anymore.

2021 126

2021 2020 Sales Social Media 126

Beyond Philosophy

SEPTEMBER 8, 2015

Well, you need to ask them…but I suppose it’s because I have always been trying to push the Thought Leadership of my topic, Customer Experience. Don’t shy away from controversy – controversy can be good. Tip: Secrets are good, but revealed secrets are even better. It causes debate.

Social Media 92

Social Media Hotels Books Consulting 92

CSM Magazine

AUGUST 29, 2016

Raising your blood pressure is not generally viewed as a good thing – but there is one area I know you will be happy to see it go up a bit on a regular basis. It focuses on “Awesome Customer Experiences” as opposed “Terrible Customer Experiences.”

Customer Service 68

Customer Service Social Media Customers Leadership 68

NetBase

MAY 11, 2020

A recent Horowitz Research study found that “58% of Americans report consuming more local news than before, including 38% of Americans who were not news viewers before the crisis.”. And has left a bad taste in consumers’ mouths. The Good, The Bad, and the Ugly. Rest assured, customers (and their pocketbooks!)

Social Media 67

Social Media Consumers Connections Banking 67

Russel Lolacher

SEPTEMBER 30, 2019

” “It’s not about getting gum at the checkout or manipulating your customers into getting a few more dollars from them. The term has long been associated with pitching a service or product at a particular moment when the customer would be more susceptible to say yes. . “No, it’s not about sales.

Brands 45

Brands Leadership 2009 Sales 45

NetBase

AUGUST 1, 2019

The EMEA economy has experienced an economic leveling in recent years, with industrial production in EMEA on a downward trend since 2018. Better understand customer experience and the consumer journey. Customer care. A preview of its findings follow. Fueling EMEA Market Growth in Challenging Times.

Social Media 53

Social Media 2019 Marketing ROI 53

CSM Magazine

NOVEMBER 30, 2016

The whole notion of customer service, and I mean proper old fashion customer service seems to be disappearing quickly. . Gone are the days when you are blown away by someone’s effort to go way above and beyond to give you an experience. Sadly this has led us to now accept bad service as the new norm.

Customer Service 61

Customer Service Fashion Customers Reference 61

Beyond Philosophy

SEPTEMBER 2, 2021

Most of us do not take the time to write and edit and optimize our email campaign hoping that our customers will ignore it. If the response rate is poor, meaning few customers do what you wanted them to, the email fails. How You Frame it Could Change How Customers Respond. You want people to do something after they read it.

Presentation 78

Presentation Banking Communication Information 78

CX Journey

NOVEMBER 12, 2015

As you’d expect, there was time to play with Legos and to learn how playing can enhance both customer and employee experiences. My reason for attending was to get closer to the customer insight requirements of these key customers for many insight teams. All in all, it was an engaging day that was clearly popular.

2015 63

2015 Workshop Airlines Insights 63

ijgolding

DECEMBER 19, 2016

Having been involved in the world of Customer Experience for many years, nothing should really surprise me – I have very much witnessed the good, the bad and the ugly of business behaviour. Two days ago, my wife was asked to participate in a Sky customer feedback survey. Sadly, I am not alone.

Feedback 73

Feedback 2015 Customers 2017 73

ijgolding

MARCH 6, 2017

In this post, I continue to explore my tips to create a customer-centric culture. Experiencing both your employee AND customer journeys is a vital component that contributes to an organisation developing and sustaining everyone’s focus on the customer and each other. Customer Face Time. Astonishing – or maybe not.

Hotels 56

Hotels Customer Centricity Culture Customer Journey 56

Amity

APRIL 3, 2017

Okay data junkies, let’s pause for a second (or about 244 seconds as this article is a little lengthy), and review what we are measuring in our Customer facing organizations. Each bucket will have a mix of customer experience and efficiency metrics. CSAT: Also known as customer satisfaction score. Ready to dig in?

Measurement 70

Measurement Net Promoter Score Metrics NPS 70

Grade.us

SEPTEMBER 17, 2019

When it comes to the automotive industry, it feels like many customers already have their minds made up. Let's first take a look at the online review landscape and whether car dealer reviews can help to shape and change customer perceptions. What customers think about car dealers and the automotive industry.

Automotive 34

Automotive Competitive Advantage 2009 Advertising 34

customer sure

DECEMBER 6, 2021

Let’s keep ‘the good, the bad and the ugly’ of survey design and length for another blog. If it was so important, would you not read it, acknowledge my experience and observations and offer a response? If the comments provided by customers in feedback surveys are not read by someone, why are companies asking for them?

Feedback 62

Feedback NPS Blog Customers 62

Customers Rock!

OCTOBER 26, 2010

This is the 5th year of the Blogfest (4th year participating for me – now with 34 other bloggers in 2010), and we use this opportunity to focus on the customer experience in one of the “forgotten&# spaces, bathrooms! Now, here on Customers Rock!, The Burger Bar is “stuck&# with this experience.

2010 59

2010 Hotels Definition Blog 59

SmartKarrot

SEPTEMBER 22, 2020

To sustain through the cut-throat competition, every business tends to become customer-centric. Eventually investing in ‘support and service’ helps businesses understand customer complaints. However, there is always a silver lining when it comes to customer complaints. Your customers are the lifeline of your business.

Feedback 10

Feedback Customers Connections Demo 10

SmartKarrot

OCTOBER 27, 2020

Of the many words constituting the SaaS-niche dictionary, one with the most enriching vocabulary is customer success. A recent study by Gartner forecasted that the enterprise customer success industry will generate a yearly revenue of approximately $300 billion. Customer Onboarding . Customer Experience .

Customer Success 10

Customer Success Metrics Customers Touchpoint 10

ShepHyken

OCTOBER 28, 2016

This week on our Friends on Friday guest blog post my colleague, Michael Becker, talks about how negative reviews and poor customer service can impact your business. I believe a negative review, like any complaint, is an opportunity to show how good you are. You see a few bad reviews, and suddenly are second guessing a purchase.

Blog 133

Blog 2014 Poor Customer Service Contact Center 133

Grade.us

APRIL 2, 2019

It's good, solid advice and most of the time, it works. Priming customers for reviews Post-transaction requests The feedback interview Prestigious invite Applause request Satisfied follow-up The survey interview Free trial follow-up Reviews from references The unhappy customer Use Your Email Review Request Templates!

Automotive 42

Automotive Hospitality Healthcare Feedback 42

Beyond Philosophy

JANUARY 13, 2022

Customer relationships have to be win-win. There is a process, and today we will look at when and how you should sack a customer. . This topic came up on a recent podcast. Robert, who works in software development, has a pickle from time to time with annoying customers. So, How Do You Decide to Fire a Customer?

Customer Relationships 78

Customer Relationships Contact Center Financial Consulting 78

Grade.us

AUGUST 12, 2022

Is there value in “bad reviews?” ” This is a very good question. So why would anyone want bad reviews? Let’s take a closer look at these bad reviews. . The unexpected value of bad reviews. 82% of customers seek out negative reviews. Your customer’s default is distrust.

Magazine 46

Magazine Travel Interaction Feedback 46

Survicate

MARCH 20, 2019

Voice of the Customer – a buzzword that’s shaken the marketing world in recent years like no other. We all aspire to put customers in the spotlight, but how do we ensure our efforts are truly effective ? Let’s start with what our experts have to say on cross-organizational changes: Embrace customer focus, organization-wide.

Customer Centricity 85

Customer Centricity Social Media Insurance NPS 85

Grade.us

JANUARY 7, 2020

According to a recent survey, 45% of consumers are likely to check reviews on Yelp before visiting a business. These are four and five-star reviews from happy or satisfied customers. These are one, two or three-star reviews from unhappy or dissatisfied customers. That’s a good thing, right? Who visits Yelp?

Advertising 51

Advertising Hotels Social Media Customer Confidence 51

Currency Alliance

MARCH 21, 2019

Customer-side, the greater control and flexibility around data, enabled by microservices, is experienced as more rapid deployment of features, accurate personalization, greater relevancy, and an improved perception of the brand. Redemption Catalog. But break up those monolithic platforms, we must.

Loyalty 58

Loyalty Banking Loyalty Programs Brands 58

Grade.us

JULY 11, 2019

He's been making a lot of changes recently. Google does glitch out sometimes, and experimenting with new features can sometimes have some unintended consequences. It's a smart way to lead customers to more information if they want it while giving them succinct answers to the most important information. Custom Short URLs.

2019 26

2019 Magazine Brands Hotels 26

ChurnZero

JULY 24, 2020

Customer Success as an Agent of Change: Why Trust Matters. Customer Success is often the conduit for change – whether you’re getting a customer to adopt your product, change their existing processes, test an untried strategy, or expand their account. 7 Customer Success Trust-Building Tactics. Respect your customers time.

Loyalty 59

Loyalty Customers Customer Success 2018 59

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. Meet Our Panel of Customer Experience Pros: Daisy Jing. She had bad acne and tried everything to help clear it up. Sasha Tenodi. Wendy Glavin. Randy Hernandez.

2016 111

2016 2017 Customer Experience Social Media 111