Experience Investigators by 360Connext

DECEMBER 14, 2021

When it came to customer experience, leaders dealt with all sorts of changes and challenges. Customer experience leaders need to think through the ways customers and employees might be in unfamiliar situations. This means considering all the ways customers might need guidance and support when navigating a new process.

2022 372

2022 Customer Experience Airlines Customer Journey Mapping 372

Experience Investigators by 360Connext

FEBRUARY 1, 2022

After all, if you sell a product or service and customers buy that product or service, they are having an experience. Technically, you can ignore all of that and you STILL provide customer experiences. This can lead to thinking investing in “customer experience” is not worth it because nothing changes. That’s right.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

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. Neglect is an emotion that is more powerful at driving human behavior than we think. . All of these factors require attention and intention. They were defined as: Satisfaction.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

BlueOcean

MARCH 31, 2022

The common thread between what workforce management experts and what the manager of a pro sports team might do when the game is on the line is pretty obvious once you think about: we both depend on both statistics and relentless practice to make informed decisions and react to changing dynamics. We can’t wait to help you create a gameplan!

Contact Center 296

Contact Center Sports Management Customer Care 296

ChurnZero

APRIL 1, 2024

This is a guest post by Todd Busler, CEO of Champify. When companies think about investing in their customer base, they are usually thinking about driving product adoption, reducing churn, or even delivering expansion revenue. Rarely are teams thinking about the impact on new logo pipeline. This is a missed opportunity.

B2B 92

B2B Reference Customer Success Customers 92

ShepHyken

MAY 13, 2024

I have added my comments about each article and would like to hear what you think too. Something has to change, and the author has given companies and brands some ideas to think about. Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week.

Article 72

Article 2024 Customer Service Loyalty Programs 72

ShepHyken

SEPTEMBER 26, 2018

You might think these big-box stores with a bigger selection and lower prices would put the Ace Hardware store out of business, but they don’t. All things being equal, if your company is easier to do business with, and the customer knows it, you can win. The post How to Disrupt Your Competition appeared first on Shep Hyken.

Automotive 628

Automotive Competitive Advantage Customer Service Training Customer Service 628

Beyond Philosophy

OCTOBER 7, 2021

To most companies, it invariably means “customers give us all their money.” Rule #1: Think long-term. . Many organizations drive their actions to suit quarterly reporting, sales figures, and profits for this year and, as a result, don’t think long term. However, customer loyalty necessitates thinking long term.

Loyalty 172

Loyalty Airlines Banking 2007 172

BirdEye

NOVEMBER 15, 2023

If you haven’t had a chance to check out those sessions, they’re all being recorded and you can watch them on demand. As marketers and owners of location-based businesses, your customers and your prospects journey all begin on Google. He is deeply involved in all things generative AI and data. So, I’m Uday Ghatikar.

Document 110

Document Brands Technology Consumers 110

Heart of the Customer

MARCH 9, 2021

That’s the challenge Office Pride Commercial Cleaning Services’ CEO Todd Hopkins faced when COVID changed the way we all think about cleaning. The post Interview: Creating a Clean Experience appeared first on Heart of the Customer.

Customer Experience 174

Customer Experience Customer Service Customers Customer Satisfaction 174

BirdEye

APRIL 2, 2024

By deleting a video, you forfeit all the watch time it accumulated, making it harder for your channel to gain visibility and grow. Unlisting a video makes it unavailable to browse or search on YouTube, but it retains all its historical data and watch time.

2024 110

2024 Metrics Demo Customer Experience Management 110

delighted

APRIL 1, 2024

One way to measure attendee satisfaction is by surveying them after the event with the right post-event survey questions. Keep reading to learn how to effectively capture the attendee experience with post-event surveys. In this post, we’ll cover: What is a post-event survey? Why send post-event surveys?

Events 98

Events Feedback Net Promoter Score Touchpoint 98

Beyond Philosophy

MAY 9, 2024

So, we don’t always evaluate all the information that we have. For example, my podcast partner always chooses apples from the bottom of the bin because they haven’t had all the other shoppers’ grubby hands on them. Let’s talk through four of them: #1: Anchoring and Adjustment We use anchoring and adjustment all the time.

Customers 78

Customers Information Advertising Reference 78

Lumoa

FEBRUARY 7, 2023

With all relationships, taking the time to listen is crucial to its success. Here are 6 ways you can collect VoC data: Customer Surveys: often what most people think of first when it comes time to collect feedback. Are customers talking or complaining about the same stuff on all the different channels? or is it different?

Customer Centricity 169

Customer Centricity Voice of Customer Social Media NPS 169

Beyond Philosophy

DECEMBER 22, 2023

” and that’s all it takes for AI to swiftly provide the desired information. Some of you might be thinking, “Don’t we already do this with devices like Alexa?” In this episode, we hear what Mead thinks about AI and the pathways for its utility in experiences in the short and long term.

Workshop 88

Workshop Consulting Financial Information 88

Beyond Philosophy

MARCH 28, 2024

If there were one rule to follow to lose all the weight we wanted or to gain the wealth we wanted for ourselves and our families, we would be ecstatic to implement it, wouldn’t we? After all, I’ve been trying to learn the guitar for the past three years. Not all decisions overwhelm us. If only there were one.

Presentation 78

Presentation Hotels Culture Sales 78

Beyond Philosophy

OCTOBER 2, 2017

Embracing the all-encompassing nature of Customers’ irrationality. After all, they are people, and people are irrational by nature. Embracing the all-encompassing nature of customers’ irrationality: It is standard practice for Customer Experience teams to undertake a customer survey to determine why customers did what they did.

Customer Experience Professionals 229

Customer Experience Professionals Customer Experience Rewards Programs Loyalty 229

BirdEye

OCTOBER 11, 2023

This blog details the panel discussion on Grow sales by delighting customers with George Grigoryan – Marketing Director, SEV, and Vandana Agarwal, VP of Pre and Post-Sales, Birdeye and Justin Meredith. The advent of AI can help businesses route tasks like responding to reviews, social media post generation, and survey responses to AI.

Sales 110

Sales Social Media Customers Multi-Channel 110

Daniel Group

APRIL 5, 2023

I think they wanted to see what could go wrong before they progressed you through all the other roles. I think the bus industry, it’s smaller than the truck industry. Why think about that, Trish? Trish Reed: Yes, well, I think like everything, it’s a journey, right? We all talk about it every day.

Interaction 98

Interaction 2025 Voice of Customer Financial 98

Innovative CX

MAY 7, 2024

I think we would all agree that every employee has a role in achieving a better CX for your organization even though not all employees believe it. think that since they don’t interact directly with customers, they don’t impact the customer experience. Celebrate Wins. Then reward employees for achieving it each month!

Engagement 52

Engagement Effort Score Metrics Customer Service Representative 52

BirdEye

OCTOBER 26, 2023

This blog post offers an in-depth overview of a panel discussion that delves into the significance of reviews and how they influence both C-suite decisions and customer choices. Birdeye has evolved to be an all-in-one AI solution beyond just Reviews. So we’ll get a little bit deeper into all of that.

Brands 115

Brands Multi-Channel Consulting Demo 115

ShepHyken

SEPTEMBER 29, 2021

First, Ace wanted to be the best of all hardware and home improvement stores. All of these are iconic brands that teach how they do what they do so well. . You’ve heard the expression, “Think outside the box.” I now want you to think outside your industry. Think about what it takes to be world-class.

Hospitality 156

Hospitality Books Customer Service Training Leadership 156

ShepHyken

AUGUST 23, 2022

They start with branding, advertising, learning about the organization, getting on board the buying experience, payment, and all the other interactions the customer has with the organization. Think about the people you have relationships with in your personal life (your spouse, your kids, your relatives, your close friends).

Consulting 123

Consulting Advertising Loyalty Connections 123

ShepHyken

JULY 26, 2022

Top Takeaways: A lot of people think that AI is all about deflecting customers away from support agents. Human-centered AI is all about connecting and getting the customer to an agent in the right channel at the right time. ” “In amazing businesses, the most important thing to think about is our people.

Customer Service 140

Customer Service Technology Connections Customer Experience 140

SurveySparrow

MAY 13, 2024

Ever fill out a school survey and think, “Wow, this hit a nerve”? Seeing the impact of that mental health survey got me thinking. Shouldn’t all students have access to tools to help them navigate the emotional rollercoaster of school? Do you think taking professional help belittles your personality in society?

Demo 52

Demo Feedback Management Culture 52

ClearAction

MAY 25, 2023

Whenever you think about savings, think about value expansion. Not what most people think. In all of your efficiency efforts, growth efforts, initiatives of all kinds, decisions, and daily handoffs, put TRUST FIRST. That’s a recipe toward many unexpected costs. Well, you CAN! Let’s flip that.

Customer Experience 118

Customer Experience Chief Customer Officer Leadership ROI 118

Ascribe

MAY 6, 2024

As sociologist Anne Karpf writes in The Guardian , “So many organizations now want our feedback that if we acceded to them all, it would turn into a full-time job – unpaid, of course. … Which survey do you think gave better information about my thoughts and feelings? But you can replace all the open-ended questions (e.g.,

Hotels 52

Hotels Customer Satisfaction Feedback Sports 52

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? However, we also found that most CS and sales leaders believe their business requires a more transparent and coordinated pre- and post-sales strategy to accomplish this goal. What was the goal of the project?

Sales 89

Sales Customer Success Insights Webinar 89

ShepHyken

OCTOBER 5, 2022

Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. Brian Knight , a professional speaker on team performance, posted the story on his blog. Then it starts all over again when the customer comes back. And that’s what selling with service is all about.

Sales 123

Sales Customer Service 2016 2017 123

C3Centricity

JANUARY 16, 2024

Many people think that customer centricity is the same as customer experience. At least if they are thinking about the traditional CX model. All of this has resulted in individual actions being taken without a holistic view of the customer or their experience. Everyone is talking about the importance of customer centricity.

Customer Centricity 90

Customer Centricity Customer Experience Touchpoint Customers 90

ShepHyken

AUGUST 24, 2022

Think of the brands or companies you enjoy doing business with the most. There could be many others, but they all feed into one important reason. Customers don’t think about it, but what they want is the opposite of that. It’s all about consistency. What is it that makes you want to come back? You like the employees. .

2022 130

2022 Customer Service Training Customers Customer Service 130

Beyond Philosophy

SEPTEMBER 10, 2020

It’s a psychological phenomenon called Cognitive Dissonance, and it’s why we sometimes think that things are good when they are, in reality, bad. We discussed this phenomenon in a recent podcast and how we all do this. For example, I think the Luton Town Football Club is the best team in the world.

Sports 182

Sports Leadership Books Consulting 182

One Millimeter Mindset

APRIL 19, 2023

Why aren’t all teams like the team you absolutely love? Consequently, you wish all the teams you are a member of can be like that one team you absolutely love. When you think about this team, the personnel choices may be unintentional. Also, the personalities and professional backgrounds are all over the place.

Consulting 89

Consulting Innovation Workshop Leadership 89

ClearAction

AUGUST 19, 2020

Customer Experience Indexes: Modern Thinking Lynn Hunsaker. One size does not fit all. Old-fashioned thinking for customer experience indexes is to jump on the bandwagon of what everyone is doing. Assumes all 3 factors must co-exist for reliable growth. Tends to stimulate holistic thinking.

Customer Experience 174

Customer Experience Fashion Communication Customers 174

Beyond Philosophy

OCTOBER 14, 2023

So, you think the sale is in the bag. You think, what happened? People change their minds all the time for a lot of different reasons. We think of ourselves as unitary, meaning the only version of ourselves. Plus, these versions of us also have two ways of thinking. The customer signed the paperwork and everything.

Customer Change 78

Customer Change Customers Management Sales 78

C3Centricity

MAY 2, 2023

Advantages of a Customer-First Strategy If you regularly read my posts, you will know that I’m passionate about companies adopting and improving their customer-first strategies. As an example of this, think about Amazon , which is well known for its customer-centric approach.

Customer Centricity 90

Customer Centricity Advertising Customer Satisfaction Loyalty 90

SurveySensum

MAY 6, 2024

Cultivating a warm and authentic relationship with all those connected to your personal offerings is key to earning trust and credibility. In this blog post, we will delve into five impactful strategies for establishing a robust personal brand in the digital era. What are the plus points you think can overshadow your competitors?

Brands 52

Brands Social Media Leadership Blog 52