Beyond Philosophy

MAY 23, 2019

I have been working as a global Customer Experience consultant for nearly twenty years. Never have I ever heard a customer say, “I just wish I could be hassled a little more.”. We don’t like it when things aren’t easy in a Customer Experience. It’s No Mystery Why “Main Street” Can’t Keep Up.

Books 79

Books Transportation Retail Consulting 79

2020 Research

AUGUST 26, 2022

The Looming Economic Storm: How Consumer Banks Will Survive This Recession. Schlesinger Group surveyed more than 3,000 customers of the 20 leading financial institutions in the U.S. Should Consumer Banks Shift Their Perspective When Addressing Internal Challenges? People and technology are not aligned, leading to friction.

Banking 52

Banking Consumers 2022 Loyalty 52

Beyond Philosophy

JULY 15, 2021

The more you know, the creepier it is, from a personal perspective. So, if you collect data about your customers that they assume is private, there will likely be poor implications for your Customer Experience. . Many of you might know that I am a proponent of using the data you have on customers.

Social Media 78

Social Media Information Government Download 78

Lumoa

JANUARY 23, 2018

If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction.

NPS 121

NPS Financial Feedback Net Promoter Score 121

SurveySparrow

OCTOBER 7, 2023

Imagine an organization where every individual, regardless of their background, is not just welcomed but celebrated. In a workplace where opportunities are abundant, equity is not just a buzzword and inclusion is a way of life. Intriguing, right? Well, it is not just an alternate reality anymore. What is DEI? So, what does DEI stand for?

Culture 52

Culture Leadership Innovation Feedback 52

Confirmit

JANUARY 5, 2021

These days, it’s hard to find a company that doesn’t say it competes on customer experience (CX). At the same time, we know as both CX pros and consumers that many – some might say most – deliver mediocre experiences on a good day and flat-out crummy experiences most of the time.

Customer Experience 52

Customer Experience Leadership Measurement Customers 52

Education Services Group

OCTOBER 17, 2022

Why the travelogue? Because the experience made me think about the Customer Success business function. There are parallels abound for Customer Success. We should be learning valuable lessons from the volatility we’ve been experiencing with these economic storms over the last few months.

Hotels 52

Hotels Customer Success Culture Financial 52

ProProfs Chat

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. So, let’s get started!

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

Beyond Philosophy

OCTOBER 27, 2022

Tonya Dunn, an insurance professional, wants to know why her Customer Experience efforts aren’t moving the numbers. And if you want to watch us talk about it, check out our Intuitive Customer YouTube Channel ) So, let’s begin from an academic viewpoint with some theoretical explanations for Tonya’s pickle. (And

NPS 15

NPS Reference Net Promoter Score Insurance 15

ChurnZero

MARCH 20, 2020

The Goldilocks Principle in Customer Success: Finding the ‘Just Right’ Skill Balance. Not too hard, not too soft, Customer Success skills need to be “just right. ” It’s used in a range of fields including psychology, biology, economics, and engineering. Or do they? The new growth engine. The new growth engine.

Customer Success 52

Customer Success Customer Centricity Webinar Return on Investment 52

Kustomer

APRIL 23, 2020

Listen and subscribe to our podcast: Mary Drummond, CMO of Worthix, a specialist at improving customer experiences, joins Gabe Larsen on the Customer Service Secrets podcast to discuss the fundamental elements of building beneficial relationships between companies and customers. The Value Of Time Well Spent.

Customer Satisfaction 52

Customer Satisfaction Definition Customers Customer Service 52

Experience Investigators by 360Connext

APRIL 14, 2020

It’s one of the most useful tools you have in your customer experience toolbox at this moment. Why Journey Maps Matter Now More Than Ever. Customer Journey Maps are a great resource, especially in times of change like these. Customer Journey Maps are a great resource, especially in times of change like these.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. Why you need to know who you are to be a good leader. And here is why he’s awesome. The balance between results and humanity. Gregg Ledermen.

Leadership 52

Leadership Culture Books Airlines 52

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Beyond Philosophy

AUGUST 4, 2022

The Zoom meetings feature research-active faculty from across the globe and from all academic disciplines and are designed to enhance organizations’ economic, environmental, and social outcomes. Moreover, we have not reached the point where AI decides its inputs’ importance; human beings did. Click here to join the TRAP.

Social Media 148

Social Media Technology Consumers Marketing 148

SurveySparrow

OCTOBER 17, 2023

It provides valuable insights for informed decision-making without conducting new surveys or experiments. But, why is it important for businesses? Why not think about elevating your data collection too? Secondary research involves the analysis and interpretation of existing data and information collected by others.

Insights 52

Insights Government Document Reference 52

West Monroe

JUNE 16, 2021

Historical sales methods in commercial banking—those rooted in selling through relationships and networking with centers of influence—are proving no match in today’s economic environment. Banks often believe that DnA exists within their sales programs, pointing to data in pipelines or tracked call activity for each banker.

Banking 52

Banking Sales Financial Insights 52

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. This Customer Success showdown, which took the form of an Oxford-style debate, was held at BIG RYG, ChurnZero’s annual Customer Success conference. The Debate Synopsis.

Sales 98

Sales Customer Success Customers Customer Relationships 98

West Monroe

NOVEMBER 13, 2022

This includes modernizing processes for selling and generating revenue—largely in response to buyers’ demands for digital channels and experiences. One of these areas is revenue-generating activities, a key lever for navigating through uncertain economic times. Becoming digital is now a requirement for manufacturers.

Management 52

Management Government Sales Measurement 52

West Monroe

NOVEMBER 13, 2022

This includes modernizing processes for selling and generating revenue—largely in response to buyers’ demands for digital channels and experiences. One of these areas is revenue-generating activities, a key lever for navigating through uncertain economic times. Becoming digital is now a requirement for manufacturers.

Management 52

Management Government Sales Measurement 52

West Monroe

NOVEMBER 13, 2022

This includes modernizing processes for selling and generating revenue—largely in response to buyers’ demands for digital channels and experiences. One of these areas is revenue-generating activities, a key lever for navigating through uncertain economic times. Becoming digital is now a requirement for manufacturers.

Management 52

Management Government Sales Measurement 52

Qualtrics

JUNE 26, 2020

Here’s why. It is often in times of crisis, high stakes, and urgency that people tend to exhibit better behaviors that are focused on clear objectives that really count. Or maybe you’re a CEO, executive, or someone drafting such an opening yourself, or thinking about it? Don’t send it. Stopping is the safest approach—or so we’re told.

Innovation 49

Innovation Management Banking Fashion 49

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

Magellan Solutions

JULY 28, 2021

Why is omnichannel retail valuable? The acceleration in consumer behavior change in 2020 has made an omnichannel strategy more important than ever. With the internet having already driven major progress on the first two customer needs, attention is now turning to convenience. . Meet customers where they are.

Omnichannel 52

Omnichannel Multi-Channel 2022 Retail 52

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

ProProfs Chat

MAY 1, 2020

Did you know that 56% of people around the globe believe that companies need to take action on feedback provided by their customers? Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. Helps operators to learn at their own pace. Learn anytime, anywhere.

Customer Service Training 85

Customer Service Training Customer Service E-support Customers 85

Integrity Solutions

FEBRUARY 22, 2023

That’s why a star sales rep won’t automatically make a great sales leader. Regular coaching not only sustains and accelerates good behaviors, it conveys to the team: We see your potential and want to help you grow. Knowing where to invest is only part of the equation, though.

Leadership 52

Leadership Sales Culture Connections 52

Qualtrics

MAY 17, 2021

If you’re new to experience design or a seasoned expert, our curated list is packed full of our favorite books that give you outstanding UX inside information. User experience (UX) is not just one thing. For your boost of UX and experience design , read on. Start with Why. Simon Sinek. Zero to One. Peter Thiel.

Books 26

Books User Experience Interaction Innovation 26

Comm100

MAY 1, 2018

Luckily, all the online finger-pointing doesn’t have to spill over into the workplace. And managing these teams can be a very rewarding experience. Generations: Why Do They Matter? The importance of intergenerational understanding isn’t limited to tailoring the workplace experience to different age groups.

Management 41

Management Financial Communication Social Media 41

C Space

JULY 23, 2021

Generation Wealth. Looking back at the ostentatious tribes of the early 2000s. By Lauren Greenfield, Director of Award Winning Ad Campaign “Like a Girl”, anthropologist and writer. 3 3 LAUREN GREENFIELD/INSTITUTE. Xue Qiwen, 43, in her Shanghai apar?tment, tment, decorated with furniture fro?m m her favorite brand, Versace, 2005?.

2008 52

2008 Culture Books Magazine 52