Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

InMoment XI

MAY 4, 2022

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction.

Loyalty 580

Loyalty 2011 Call Center Leadership 580

InMoment XI

AUGUST 3, 2022

The causes and effects of employee churn are complicated, but the bottom line for brands and organizations the world over is simple: employee expectations have changed, and workplace cultures’ view of the employee experience must change as well. The Rundown on Employee Experience. How We Got Here.

Employee Experience 557

Employee Experience Brands Roadmap 2021 557

InMoment XI

MARCH 26, 2024

Learning how to ask for a review can do wonders for your brand. Reviews help build your online reputation, bring added credibility to your company, amplify your search presence, and provide the kind of social proof that’s essential to influencing purchase decisions. Why Ask Customers for Reviews?

Brands 260

Brands Feedback Sales Consumers 260

InMoment XI

NOVEMBER 25, 2021

Customer behaviour prediction—including customer churn prediction—is at the top of our clients’ agenda—and for good reason. Who doesn’t want to be able to predict the future for their customers, employees, and business? However, when it comes to actually improving the experiences of your customers, it becomes more complex.

Customer Retention 493

Customer Retention Insights Customers Consumers 493

InMoment XI

DECEMBER 27, 2021

In the world of experience (especially when we’re talking about digital customer experience), we’re constantly making predictions or hypotheses about what the customer is expecting from their experience. When we’re wrong, or surprised, it can be easy to feel like we have failed. Let’s get started!

Customer Experience 529

Customer Experience Webinar Customers Events 529

ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

Automotive 628

Automotive Competitive Advantage Customer Service Training Customer Service 628

Experience Investigators by 360Connext

DECEMBER 8, 2020

The end of your fiscal year. Any time changes demand you assess and adjust your goals, strategy, and tactics. The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. I hope they help your organization too. As you wrap one quarter and prepare for the next.

Customer Experience 329

Customer Experience Net Promoter Score 2020 Leadership 329

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. So, how exactly does customer empathy impact the customer experience ?

Customer Experience 169

Customer Experience Social Media Customers Insights 169

Bill Quiseng

DECEMBER 13, 2021

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. What’s better than gaining a new customer? Why Does Customer Service Impact Retention?

Customer Retention 173

Customer Retention Customer Service B2C Customer Service Strategies 173

ShepHyken

FEBRUARY 2, 2022

I recently wrote an article about the little surprises that companies – and people – sometimes give us when we do business with them. We received some great feedback, and it got me thinking of other ways to surprise our customers. So, I started thinking about other ways I’ve seen this concept in practice. .

Hotels 126

Hotels Customer Service Training Touchpoint Customer Service 126

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it?

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization, through a CX Mission Statement and CX Success Statement , are so critically important to accomplishing real change and delivering on real outcomes through customer experience.

Communication 178

Communication Customer Experience Customer Journey Mapping Net Promoter Score 178

Beyond Philosophy

NOVEMBER 25, 2023

Their experience improvement efforts have been successful, but not as wildly successful as they had hoped. When my client shared this with me on a recent call, I was neither surprised nor perplexed about what was going on with them. You see, when you start an improvement program, you want some quick wins.

Customer Centricity 78

Customer Centricity Definition Customers Technology 78

ShepHyken

OCTOBER 22, 2021

He shares six ways companies and their brands can deliver an exceptional customer experience. Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.? . Here are six ways you can deliver an exceptional customer experience. .

Customer Experience 145

Customer Experience Management Return on Investment Banking 145

ShepHyken

JANUARY 20, 2021

To put it in baseball terms, you don’t need to hit a home run every time it’s your turn at bat. So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? The way to make small changes isn’t complicated. Back to the way a phone is answered.

Customer Service 158

Customer Service Touchpoint Customer Service Training Reference 158

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. Watch the Free Demo Now.

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. In my experience, many organizations fail to evoke a specific customer emotion. Most people agree that customer emotions are essential to an experience. Both are negative emotions.

Connections 88

Connections Loyalty Brands 2005 88

CSM Magazine

APRIL 17, 2024

In today’s fast-paced, customer-centric business landscape, the traditional approach of reactive customer service—to wait for customers to reach out with issues—no longer reigns supreme. Research suggests 89% of customers who are contacted proactively report a positive experience that changes their perception.

Customer Service 52

Customer Service Return on Investment Social Media Customer Service Representative 52

ShepHyken

AUGUST 2, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Experience Strategies to Annoy or Delight Your Customers by Phil Britt. CMSWire) Let’s be frank: no company goes out of its way to produce miserable customer experiences.

Article 92

Article 2021 Customer Service Hospitality 92

ShepHyken

FEBRUARY 7, 2023

If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for you, your company, and your customers. They are moving on to other jobs and opportunities that improve their lifestyles and are a better fit for them. That can cause customers to leave as well.

2023 123

2023 Customer Service Training Reference Employee Experience 123

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? Shrewd customer design choices, of course. I’ll sum it up this way: Don’t plan your customers’ journey without knowing the customers’ journey.

2024 66

2024 Article Customer Service Customer Journey 66

ShepHyken

MARCH 21, 2023

In a recent interview with Katie Mares, author of CustomHer Experience: The Importance of Tailoring Your Brand Experience to the Female Customer , we talked about creating a five-star experience. Yes, use the right words, but also say them the right way. Use the customer’s name. Nobody is perfect.

Customer Experience 67

Customer Experience Customer Service Training Books Customers 67

CSM Magazine

MARCH 28, 2024

As a music studio owner, you know that every melody has its rhythm, and the same goes for your business flow. Crafting strategies for customer retention is like composing a hit song; it requires attention to detail, creativity, and some personal flair. Here are five key ways to ensure they keep coming back for encore after encore.

Customer Retention 52

Customer Retention Social Media Loyalty Events 52

Lumoa

OCTOBER 20, 2022

It’s no secret that customer experience is key to a company’s success. But what may be surprising is that as businesses compete more and more for customers, customer experience is becoming the new competitive battleground. . A Good Customer Experience Builds Customer Advocacy.

Customer Experience 122

Customer Experience Banking Customer Retention Customer Satisfaction 122

Beyond Philosophy

DECEMBER 8, 2023

While they were delighted with their repeat business, which they attributed to customer loyalty , a closer look at the repeat business statistics painted a different picture. What I observed wasn’t a steadfast commitment from their customers; rather, it appeared to be inertia. They can articulate why they prefer your offering.

Loyalty 88

Loyalty Airlines Workshop Consulting 88

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. Here’s an overview of what we call the Golden Rule of Customer Success – 8 Guiding Principles: Understand customer needs, goals and motivations. Read on to learn more. In fact, a lot.

Customer Success 80

Customer Success White Paper Loyalty ROI 80

Beyond Philosophy

NOVEMBER 12, 2020

Digital experiences are a crucial part of your Customer Experience , especially during the pandemic. No matter where you fall on that spectrum, we have some essential considerations for designing your digital experience in the form of 5 rules. The Five Rules for Designing a Great Digital Experience.

Books 162

Books Measurement Presentation Interaction 162

SurveySparrow

AUGUST 14, 2023

Picture a world where every customer is not just satisfied but delighted with your business. Improving the customer experience is not just a choice today; it’s the ultimate key to success. So, how can businesses unlock the secrets to providing exceptional customer experiences? Let’s find out.

Customer Experience 52

Customer Experience Social Media Net Promoter Score Loyalty 52

Beyond Philosophy

MARCH 8, 2019

One thing many positive Customer Experience stories people tell have in common is they involve a moment that surprised and delighted customers. Customer loyalty consultants refer to it as Innovative Customer Experience, and it is the key to getting your customers to talk about your experience to everyone they know.

Innovation 133

Innovation Consulting Loyalty Reference 133

Win the Customer

SEPTEMBER 7, 2023

The McKinsey Matrix, a tool initially designed for portfolio analysis, proves to be surprisingly versatile when applied to customer experience strategies. By mapping customer segments onto the matrix, companies can make informed decisions about where to allocate resources for the greatest impact.

Customer Experience 59

Customer Experience Return on Investment Competitive Advantage Innovation 59

Beyond Philosophy

MARCH 10, 2022

The feeling that you have been lucky, that the gods are smiling upon you, that fate has dealt you a good hand, is a good one, bound to increase your happiness and satisfaction. What’s more is that research shows that using this simple formula can be magical for your Customer Experiences, too. . It feels like magic.

Events 97

Events Consumers Customers Definition 97

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

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. She asked the right blokes about this one.

ROI 78

ROI Return on Investment Measurement Customers 78

ShepHyken

JANUARY 15, 2021

H e shares different strategies to help your business monitor and measure customer satisfaction. Customer experience is crucial for businesses looking to retain existing customers and attract new ones. Measure Customer Satisfaction Using Quantitative Metrics. Keep Track of Customer Retention Figures.

Customer Experience 134

Customer Experience Customer Satisfaction Metrics Social Media 134

Beyond Philosophy

JULY 6, 2023

The reason why would probably surprise you, but it’s one of those little secrets about why customers buy that they don’t tell you. However, the idea of sending it to the pool via hotline, no less, makes it a surprise and delight to these kids and their families. For example, the hotel has a pool in the courtyard.

Hotels 78

Hotels Fashion Workshop Government 78

CSM Magazine

OCTOBER 25, 2022

Not to mention, even the vacationing employee will likely experience additional stress in the lead up to and the return from their break. One of the easiest ways to boost workplace morale (and your bottom line) is to combat and reduce wasted effort. Little acts of kindness can go a long way towards employee happiness.

Banking 119

Banking Customer Service Feedback Customers 119