Beyond Philosophy

OCTOBER 8, 2020

Look at the lifetime value of the customer. Select the areas that drive the least value for you. ” Clients often tell me that they need a big idea to cut costs. It tells me that deep down, my client thinks that cutting costs can be a single, dramatic action. Strive for balance. ” —Albert Einstein.

Customer Focused 173

Customer Focused Call Center Workshop Consulting 173

Alida

SEPTEMBER 21, 2018

The Customer Intelligence Summit brings together some of the brightest minds in research, marketing, customer experience and product innovation to discuss the latest trends, share best practices and discover the newest innovations in the industry. The stories you tell won’t resonate with everyone. Do work that matters.

2018 145

2018 Insights Innovation Feedback 145

Customer Bliss

SEPTEMBER 6, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. There will be a day (or days) for all of us doing this work…that we will have to present some not so great depictions of the company’s customer experiences. How do you avoid the “she’s telling us our baby is ugly!”

Presentation 111

Presentation Chief Customer Officer Blog Information 111

Thematic

MARCH 27, 2023

As part of my job, I work with organisations and help them improve and mature their Voice of Customer (VoC) programmes. This is so they can better understand and continuously improve customer experiences (CX) and ultimately drive business performance. ” often comes up. So, let’s look into it.

Customer Centricity 71

Customer Centricity Feedback Social Media Roadmap 71

Alida

JULY 17, 2017

On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. Creating shared value is essential for developing an authentic brand and truly connecting with customers.

2017 172

2017 Customer Experience Hotels 2025 172

Customer Bliss

JANUARY 28, 2016

Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results. The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are. Competency 1: Honor and Manage Your Customer Assets.

Chief Customer Officer 135

Chief Customer Officer Leadership Metrics Call Center 135

Alida

MAY 16, 2018

More than 100 senior leaders joined us on the Refinery Rooftop to network and hear how three industry-leading companies—BuzzFeed, Stanley Black & Decker and Group Nine Media—are transforming their company DNA to become insight-driven businesses. BuzzFeed: Listen to the right signals. I included some highlights below.

Insights 154

Insights Events Advertising Webinar 154

Customer Bliss

OCTOBER 8, 2015

Is your leadership team united in focusing on customer asset growth? The power of Competency one is building your version of how you can measure the growth or loss of your customer asset. Leaders must be united in fearlessly talking about the growth or loss of the customer asset at their team meetings.

Leadership 174

Leadership Measurement Metrics Customers 174

BirdEye

FEBRUARY 21, 2023

It’s especially important for local businesses looking to connect with their communities and grow their customer base. Social media has completely changed the way we communicate and connect with one another over the past two decades. It’s an essential part of our everyday lives, and there are no signs it’s slowing down. 84% of U.S.

Social Media 98

Social Media Management Multi-Channel ROI 98

Customer Bliss

JANUARY 5, 2016

Customers desire a reliable experience. If you deliver a reliable experience, your customers and clients will desire to have it again. Within the 5-competency framework, Competency 4 (Experience Reliability & Innovation) builds the discipline to deliver reliability and earn customer desire. Click To Tweet. Conclusion.

Chief Customer Officer 133

Chief Customer Officer 2015 Social Media Innovation 133

Playvox

SEPTEMBER 14, 2022

That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers. To take control, you’ve got to understand customer sentiment — how customers feel about your product or service.

2022 79

2022 Social Media Contact Center Feedback 79

OpinionLab

JUNE 24, 2016

It was a really interesting event with some great content from some of the brightest customer experience experts at the biggest brands in the financial services industry. There were three main themes that kept coming up time and time again at the various sessions I attended: 1) Move from break-fix to break through.

2016 79

2016 Competitive Advantage Financial Insurance 79

InteractionMetrics

DECEMBER 8, 2023

Amazon’s Jeff Bezos famously quipped, “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000.” What’s Customer Feedback? How can we improve?”) Why Is It Important? How will you act on the data?

Feedback 52

Feedback Net Promoter Score Customer Journey Customers 52

Beyond Philosophy

APRIL 16, 2021

These rules for managing company politics are here because no one ever officially tells you how to deal with them. Focus on the customer. For example, sales or marketing departments had more power than customer service, who, on the whole, always seemed to be second class. I spent 20 to 30 years working inside corporate life.

Management 148

Management Books Consulting Measurement 148

Customer Bliss

FEBRUARY 11, 2016

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Years one through three are the disruption, blocking and tackling years. The difference between burning out and thriving as a CCO comes down to: Driving growth. Enabling employee performance.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Culture 135

SurveySparrow

JULY 31, 2023

Did you know that companies that prioritize the voice of their customers can achieve a 10 times higher customer satisfaction rate compared to their counterparts? Customer feedback holds the key to enhancing your brand’s reputation and fostering long-term loyalty. The answer lies in the realm of voice of customer analytics.

Social Media 52

Social Media CEM Voice of Customer Net Promoter Score 52

Customer Bliss

JANUARY 5, 2016

Customers desire a reliable experience. If you deliver a reliable experience, your customers and clients will desire to have it again. Within the 5-competency framework, Competency 4 (Experience Reliability & Innovation) builds the discipline to deliver reliability and earn customer desire. Click To Tweet. Conclusion.

Chief Customer Officer 100

Chief Customer Officer 2015 Social Media Innovation 100

Customer Bliss

JANUARY 5, 2016

Customers desire a reliable experience. If you deliver a reliable experience, your customers and clients will desire to have it again. Within the 5-competency framework, Competency 4 (Experience Reliability & Innovation) builds the discipline to deliver reliability and earn customer desire. Click To Tweet. Conclusion.

Chief Customer Officer 100

Chief Customer Officer 2015 Social Media Innovation 100

Retently

OCTOBER 5, 2023

Likewise, businesses meet plenty of customers with unique needs and preferences. But here’s a twist: what if we told you there’s a handy tool to help categorize customers, making it easier to cater to their needs? The real game-changer is knowing your customer. It’s the Net Promoter Score (NPS).

NPS 78

NPS Net Promoter Score Loyalty Feedback 78

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction? Because acquiring a new customer can cost five times more than retaining an existing one. So, what exactly is customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction? Because acquiring a new customer can cost five times more than retaining an existing one. So, what exactly is customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

Second to None

MARCH 30, 2018

Creating a great Customer Experience can serve as a huge differentiator between your brand and the rest of the competition, but it can be very challenging to establish this level of service. Understanding the impact of optimizing the following three organizational aspects can serve as a great way to reach this level of performance.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Beyond Philosophy

NOVEMBER 5, 2020

Whenever I am shopping for something on Amazon and the product has even a three-and-a-half star rating, I don’t buy it. Most of the stories, particularly now during the pandemic, are bad. From a leadership and Customer Experience perspective, with nary a saber-toothed tiger in sight, we still think it makes sense.

Insurance 129

Insurance Customers Consulting Advertising 129

Brandwatch CX

JANUARY 29, 2024

Don’t let anyone else tell you different. We’ve put together some general advice, but if you want platform-specific tips you can jump ahead: Twitter Lead Generation LinkedIn Lead Generation Facebook Lead Generation Reddit Lead Generation Instagram Lead Generation Preparation You always need a plan of action.

Social Media 98

Social Media Brands Blog Entertainment 98

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Listen to your Customers – It’s Worth the Effort.

ROI 143

ROI Books Customers Definition 143

NetBase

APRIL 5, 2019

It’s about offering an overall customer experience that makes consumers feel seen, heard, and understood at the deepest levels. That includes product and service offerings, of course, but it also extends into the shopping experience, customer care, and what your brand stands for. WHAT IS SOCIAL MEDIA ANALYTICS?

Social Media 99

Social Media Marketing Multi-Channel Metrics 99

BirdEye

JUNE 14, 2023

Using these channels strategically will help keep customers engaged and employees productive. Whether it’s building the confidence of a new customer, establishing a better rapport with your staff, or resolving customer complaints , effective communication is essential for business success and growth.

Communication 98

Communication Social Media Document Advertising 98

Pointillist

MAY 19, 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? As organizations align their teams around the customer, developing journey-based roles are growing in importance.

Customer Journey 94

Customer Journey Measurement 2020 Management 94

SurveySensum

FEBRUARY 3, 2022

How can you make thousands of your customers take your survey and share realistic feedback? To get that, we have collated some practical points yet very effective points that have helped companies improve their survey response rate for B2C surveys. In case of longer surveys, incentivize your customers. Pre-notify your customers.

B2C 72

B2C Feedback Consumers NPS 72

NetBase

APRIL 5, 2019

It’s about offering an overall customer experience that makes consumers feel seen, heard, and understood at the deepest levels. That includes product and service offerings, of course, but it also extends into the shopping experience, customer care, and what your brand stands for. WHAT IS SOCIAL MEDIA ANALYTICS?

Social Media 85

Social Media Marketing Multi-Channel Metrics 85

Maru Group

JUNE 10, 2021

Unstructured data in Customer Experience (CX) programs needs to be analyzed and delivered at speed, essentially real-time. The program also must be able to go deep with understanding to optimize insight and action. The power of unstructured data has made a real difference to their customer delivery.

Customer Experience 52

Customer Experience Metrics Feedback 2021 52

Gainsight

JUNE 18, 2020

At athenahealth, a leading provider of network-enabled software and services for medical groups and health systems nationwide , Laura is a Senior Product Manager and Ed is Executive Director, Customer Success Analytics. Tell me, why did you and Ed need to change the game? . Welcome to our Change the Game in 5 mins Series.

Healthcare 52

Healthcare Chief Customer Officer NPS Leadership 52

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience.

Employee Experience 71

Employee Experience Culture Customer Centricity Engagement 71

Natalie Petouhof

AUGUST 15, 2022

I’ve been reading an advance copy of Empathy in Action, and while I don’t write book reviews as a matter of course, I view this as a creative form of thought leadership about what customer service needs to look like in 2022. Customer Experience Strategist at Genesys, respectively. History Foreshadows CX Problems.

Books 52

Books Customer Centricity Advertising Culture 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). All the leaders were asked the same two questions : 1.

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

Retently

DECEMBER 4, 2019

Detractors are kind of a “taboo” topic in the business world – nobody really likes talking or thinking about upset customers. True, most unhappy customers decide to never use the service they didn’t like, or even worse, share their disappointment with their friends. Scott Cook. But how do you actually do that?

Net Promoter Score 116

Net Promoter Score NPS Social Media Feedback 116

Kustomer

FEBRUARY 10, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Christopher Stark from Khoros. Tune in to the episode to learn more about increasing your company’s value through a stellar customer experience. Those take months, if not years.

Metrics 97

Metrics NPS ROI Brands 97