Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. So, you have an experience with some friction and frustration within it.

ROI 78

ROI Return on Investment Measurement Customers 78

BirdEye

OCTOBER 11, 2023

Customer experience is much more than just a buzzword, especially in the insurance industry. And that is why it is time to understand the factors contributing to customer experience in the insurance industry. Zendesk reports that 50% of consumers will switch to a competitor after one bad experience.

Insurance 111

Insurance Customer Experience Social Media Omnichannel 111

ShepHyken

AUGUST 29, 2022

Each week I read many customer service and customer experience articles from various resources. 10 Ways To Keep Your Existing Customers Around for the Long-Term by ASBN Newsroom. Atlanta Small Business Network) The biggest marketing cost most small businesses face is that of acquiring new customers.

2022 64

2022 Article Customer Service Customer Retention 64

Feedbackly

OCTOBER 20, 2022

The question to ask is which platform will go above and beyond to help you create a fabulous experience for your clients. Ultimately, the goal is to keep your customers happy and loyal to your brand. Both platforms allow users to create and distribute customized online surveys and analyze the data for better decision-making.

Feedback 75

Feedback Multi-Channel NPS Webinar 75

Beyond Philosophy

DECEMBER 7, 2023

Therefore, we ask you to submit your thoughts, ideas, or reports and statistics…anything that we can then review. Another thing Tom said was that people use employees now to help in the Customer Experience. However, I disagree; fewer people work in Customer Experience these days.

2024 89

2024 Customer Experience Workshop Call Center 89

SuiteCX

FEBRUARY 18, 2020

Like customer experience (CX) more broadly, there are a number of platforms that create the ecosystem of tools available to manage and understand their Customers’ experience. The confusing part is that a number of tools all call themselves “Customer Journey Tools” which tends to muddy the market. next best offer).

CEM 109

CEM Customer Journey Insights Sales 109

Bob Hayes

SEPTEMBER 18, 2017

A new customer analytics survey of 80+ companies provides a look into the state of analytics in customer programs. The use of machine learning was one of the least adopted practice in customer programs (38% of companies). The use of machine learning was one of the least adopted practice in customer programs (38% of companies).

Loyalty 113

Loyalty Competitive Advantage White Paper Social Media 113

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). In this blog post, we’ll answer all these questions and more.

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NPS Customer Centricity Loyalty Presentation 83

Beyond Philosophy

AUGUST 15, 2019

This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience strategy. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast.

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Measurement Net Promoter Score NPS Metrics 125

Beyond Philosophy

JANUARY 28, 2019

Customer Experience is having some growing pains. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. Senior management will deploy your resources elsewhere.

2019 139

2019 ROI Net Promoter Score Fashion 139

ShepHyken

SEPTEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. This article may get you thinking about how to target the influencers in your industry, which may be industry experts or your most “influential” customers. Speed Is Best Measure of Customer Experience by Gerry McGovern.

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2016 Article Customer Service Books 113

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Why is B2B CX Important?

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B2B Customer Experience Net Promoter Score 2024 551

Service Untitled

SEPTEMBER 13, 2010

Service Untitled The blog about customer service and the customer service experience. a Georgia provider of Customer Experience Management reported American consumers feel customer service satisfaction has slipped since the first quarter of the year. noted the downward trends. Of the 31.5%

Consumers 43

Consumers Blog 2010 2006 43

Michel Falcon Experience

AUGUST 17, 2016

Employee engagement software company, 15five, recently published a blog post covering some very interesting employee engagement trends for 2016. As the blog post suggests, there is an abundance of data and real-life case studies that suggest employee engagement can be a growth strategy for businesses of all sizes, across any industry.

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Blog 2016 Engagement Webinar 127

PeopleMetrics

AUGUST 27, 2015

OK, I made up that statistic. Once the contract is signed, products and services need to be customized to the now-client’s specs, which usually involves multiple teams on both sides. So even after the sale has long since been completed, maintaining a consistent B2B customer experience is no easy task. But I’m 97.4%

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B2B Customer Experience Sales Customer Experience Professionals 111

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. These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). It was a tough audience. It’s as simple as that.

Net Promoter Score 155

Net Promoter Score 2004 Insurance 2007 155

Gainsight

OCTOBER 19, 2018

All over the world, companies are using data science to cultivate a healthy customer base. Let’s go on a quick journey to explore three major components of a holistic data science strategy and how these can improve your Customer Success strategies. statistical acumen to apply tools the problems. Business Acumen.

Customer Success 100

Customer Success 2001 Insights Customers 100

SurveySparrow

AUGUST 28, 2023

While factors like features and pricing play a role, there’s a secret ingredient that truly defines their success: delivering an unparalleled customer experience in the realm of Software as a Service (SaaS). Did you know that a remarkable 86% of buyers are willing to pay more for a better customer experience?

Customer Journey 52

Customer Journey Customer Experience Webinar Net Promoter Score 52

2020 Research

NOVEMBER 2, 2023

By engaging with your target audience during the development phase, concept testing enables you to harness valuable insights and shape your ideas based on direct customer feedback. This elevates your chances of delivering products, messaging, and advertisements that truly meet your customers’ needs and expectations.

Feedback 59

Feedback Events Advertising Insights 59

SurveyGizmo

NOVEMBER 18, 2020

The voice of the customer is an incredibly valuable resource to all businesses. Acting on what customers say is how you make their voices come to life. We look to make sure that the voice of the customer is heard and we take action on that feedback. By Cameron Settle. Logic and Send Email Actions. Profound Effects.

Feedback 92

Feedback NPS Document Customer Centricity 92

Beyond Philosophy

OCTOBER 5, 2015

In my experience everyone loves the idea of improving the Customer Experience (CX) until you ask him or her to change their business as usual. Unfortunately for you, you don’t know whether you are lucky and have the 20% or fighting an uphill battle with the 80% (which is more likely, statistically anyway).

Leadership 153

Leadership Net Promoter Score Consulting Customer Experience Professionals 153

Education Services Group

MARCH 19, 2021

Digital Customer Success is for everyone! In an ideal world, every customer gets one-on-one time with their Customer Success Manager, and there are enough Customer Success Managers to fulfill every request without overwhelming your CS team. All of your users need some version of your digital Customer Success experience.

Customer Success 52

Customer Success Engagement Customer Engagement 2021 52

Service Untitled

MAY 13, 2010

Service Untitled The blog about customer service and the customer service experience. High ratings for customer satisfaction directly correlates to a happy, knowledgeable and friendly staff. Appreciate the staff, and collect the data to improve customer satisfaction.

Blog 44

Blog Feedback 2010 2006 44

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. Last February, the Harvard Business Review (HBR) published, “ Why is Customer Service so Bad?

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Customer Service Consulting Customers Poor Customer Service 188

Stella Connect

NOVEMBER 16, 2021

With almost 30 years in the customer experience profession, Annette Franz, CCXP is founder and CEO of CX Journey Inc. In this book, she outlines the importance of customer understanding to developing a customer-centric culture. Let me start by defining employee experience. But where do you begin?

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2021 Definition Culture Employee Experience 100

Service Untitled

JULY 7, 2010

Service Untitled The blog about customer service and the customer service experience. Using the Ritz Carlton and FedEx as models of customer service, changes in American Express service strives to create deeper emotional connections with their customers.

Customer Relationships 43

Customer Relationships Blog 2010 2006 43

SurveySensum

FEBRUARY 24, 2023

In today’s competitive market, customer satisfaction is crucial for businesses to succeed. After all, the longer you keep your customers satisfied, the more likely they are to stay loyal to your brand and continue to invest in your products. Ready to take your customer satisfaction to the next level?

Automotive 52

Automotive Customer Satisfaction Touchpoint Feedback 52

LoyaltyPlus

AUGUST 31, 2020

Despite worldwide economic pressure and the impact being felt across many industries, there are ways for businesses to not only sustain operations, but actually capitalise on customer loyalty – and do so for the long term. Thirty-three percent of customers will consider switching brands after just one poor experience.

Social Media 52

Social Media Loyalty Customer Relationship Management Customers 52

BirdEye

MARCH 24, 2023

The following are some of the business development basics and benefits for any company: Customer acquisition and expansion of markets A solid business development strategy is integral to the acquisition and nurturing of new customers. It guides your team with steps and techniques to generate high-value leads that convert to customers.

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2023 Return on Investment Social Media Sales 98

Second to None

AUGUST 30, 2018

If you are interested in submitting a guest article to the Second To None blog, please send over your ideas to danielb@secondtonone.com. . Customer loyalty is a term that’s thrown around a lot, but what about employee loyalty? Which, in some cases, can cost a company millions of dollars and lead to poor customer service.

Social Media 94

Social Media Loyalty Advertising Magazine 94

Service Untitled

OCTOBER 28, 2010

Service Untitled The blog about customer service and the customer service experience. Of course, companies use these customer feedback surveys to gain more insight into their brands, but I often wonder how does a company know how I really feel about my shopping experience without asking me to actually describe it?

Blog 42

Blog Feedback 2010 Hotels 42

Call Experts

JULY 27, 2023

A customer service call center serves as the backbone of a company’s customer service operations, providing a centralized hub where all customer inquiries, requests, and concerns are addressed efficiently and effectively. When it comes to delivering exceptional customer service, businesses face numerous challenges.

Call Center 52

Call Center Customer Service E Commerce E-support 52

Beyond Philosophy

NOVEMBER 8, 2019

they fell to a 50-Year Low earlier this month, according to the Bureau of Labor Statistics. It’s allocating resources in sub-optimal ways. It is also common in a recession for people to take their eye off the ball of improvements in Customer Experience. on The Intuitive Customer Podcast.

2019 118

2019 Consulting Marketing Customer Experience 118

BirdEye

SEPTEMBER 12, 2023

This blog post details the top social media best practices a business needs to use social media to its full potential. Establishing a strong presence on social media can help businesses: Influence consumer behaviors as social media channels have become one of the places where customers go to understand more about a business.

Social Media 105

Social Media Measurement Brands Leadership 105

ProProfs Chat

JANUARY 24, 2020

If their experience was good, you would also buy them for yourself. . That’s the power of customer advocacy. Get closer than ever to your customers. So, before we get into the dynamics of customer advocacy, let’s cover the basics first. . What is Customer Advocacy? Well, a customer advocate.

Marketing 103

Marketing Social Media E Commerce ROI 103

Avaya

MAY 23, 2017

But there’s a big hole in the fabric of most digital transformation (DX) plans: the customer experience (CX). Rather, most fail to understand their customers well enough to envision a truly customer-centric, digitally-transformed environment. In fact, I encourage you to be your own customer within your organization.

Contact Center 42

Contact Center Touchpoint Customer Centricity Customer Journey 42

inmoment

MAY 5, 2020

As a result, customers are adapting to new ways of shopping, banking and receiving medical care. That’s why your customer experience (CX) and employee experience (EX) programs may be the heroes your company needs —even in the post-COVID-19 world. Keep in mind that some changes may be seasonal rather than crisis-related.

Call Center 52

Call Center Banking Webinar Metrics 52