InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. What is Predictive Analytics? Improve customer lifetime value.

Customer Experience 260

Customer Experience Social Media E Commerce Retail 260

InMoment XI

FEBRUARY 23, 2024

It’s crucial that brands understand the experiences they provide and whether or not they satisfy the needs of customers, employees, and beyond. What Is Market Segmentation? Hopefully, your business has more than one customer. It’s more about what type of customers.

Marketing 260

Marketing Customer Experience Return on Investment Consumers 260

InMoment XI

AUGUST 23, 2023

Customer experience transformation is the key to staying ahead of your competitors and connecting with your customers. What is Customer Experience Transformation? Customer experience transformation goes beyond cosmetic changes and surface-level improvements.

Customer Experience 260

Customer Experience Omnichannel Innovation Loyalty 260

InMoment XI

APRIL 3, 2023

In March, I spoke at InMoment’s XI Forum Sydney, and it shouldn’t surprise you that I chose to talk about building a customer experience (CX) program! When I started working at InMoment, I knew nothing about CX. I started to understand customer experience. and Outside In. NPS made sense.

Touchpoint 260

Touchpoint Customer Centricity NPS Feedback 260

Experience Investigators by 360Connext

APRIL 2, 2024

Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. But, what exactly is a touchpoint?

Touchpoint 137

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 137

InMoment XI

SEPTEMBER 30, 2021

What do you want a customer experience (CX) survey invitation to do? Besides literally inviting someone, you want your invitation to tell the recipient that they’re valued and will also receive something of value if they accept it. So how do you send the perfect email survey invitation?

White Paper 493

White Paper Measurement Feedback Customer Experience 493

Experience Investigators by 360Connext

SEPTEMBER 19, 2023

Whether you’re new to customer experience management or a seasoned leader, it can feel challenging to know where to prioritize your time and resources, can’t it?! There is a lot of area to cover when designing better customer experiences. Let’s dig into seven CX program pitfalls so you can avoid them!

Net Promoter Score 248

Net Promoter Score Customer Journey Feedback Metrics 248

Experience Investigators by 360Connext

OCTOBER 19, 2021

What are Micromoments? In any customer journey, there are countless small efforts. These include efforts from the company serving the customer and effort from the customer themself. . After all, the customer journey is really the journey of a relationship. The customer has to seek out the brand somehow.

B2C 346

B2C B2B Customer Journey Brands 346

GetFeedback

JANUARY 28, 2020

Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers. Customers have multiple options at their disposal.

Social Media 322

Social Media Customer Retention Customers Article 322

Experience Investigators by 360Connext

JANUARY 23, 2024

Customer experience leaders are not just expected to keep up with trends in the marketplace, customer expectations, and technology, we simply MUST do so to serve customers and stay ahead of the competition. Customers often crave personal, empathetic connections and some bots simply aren’t up to the task.

2024 143

2024 Customer Experience Omnichannel Customer Journey Mapping 143

Retently

OCTOBER 26, 2023

One of the biggest benefits of Net Promoter Score® is that it gives you timely, relevant customer feedback when you need it most. With this feedback, you can make changes and improvements to your product or service. But when does feedback start to lose its relevance?

Net Promoter Score 148

Net Promoter Score NPS Feedback Customer Satisfaction 148

ShepHyken

APRIL 11, 2023

The server came over, introduced herself, and said, “I’ll be taking care of you.” Was it this server’s job to simply take our orders and let others do the work? I liked what I was seeing. The employees recognized that customer service is a team sport. The first is to do the job they were hired to do.

Sports 135

Sports Customer Service Customer Service Training Customers 135

BirdEye

OCTOBER 3, 2023

What do you do when someone leaves a negative review of your business online? Ignore it and hope it goes away? However, according to customer experience expert Jay Baer, these reactions will only backfire. Baer highlighted startling data on just how rarely people actually speak up when dissatisfied.

Customer Experience 104

Customer Experience Social Media Feedback Loyalty 104

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? The Three Areas of ROI.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Beyond Philosophy

JANUARY 25, 2024

You might recall how I like to say, “None of us are as clever as all of us.” So, we asked you, our readers to submit your thoughts, ideas, reactions, lists, or whatever else you have to offer, that we can then discuss. Justin shared how sports can teach us a lot about how to improve your Customer Experience.

Sports 78

Sports Customer Experience Customer Centricity Sales 78

Experience Investigators by 360Connext

MARCH 28, 2018

As an employer, you need to provide oodles of feedback to employees to ensure they know what they’re doing, what they’re supposed to be doing, what they’re doing well and what they could be doing better. Your customer communication is self-serving or nonexistent.

Feedback 259

Feedback Social Media Communication Customer Centricity 259

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. If you want to become a millionaire, don’t ask me.

Social Media 167

Social Media Customer Service 2025 Customers 167

Experience Investigators by 360Connext

JULY 15, 2015

I’m always amazed when organizational leaders don’t recognize the significance of the small things. Big data is definitely useful in guiding the big decisions, but please do not ignore the little things! Right under your nose, they can easily add up to the worst customer experience. Ignoring Mobile.

Customer Experience 300

Customer Experience Airlines Loyalty Social Media 300

Experience Investigators by 360Connext

JULY 7, 2020

Why Create Customer Journey Maps? Stop for a moment and imagine a customer journey map in your mind. What do you see? And I wouldn’t blame you. But journey maps done right aren’t static documents intended to be created and then ignored. But you have to approach them that way!

Customer Journey Mapping 208

Customer Journey Mapping Customer Journey Document Workshop 208

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever. Culture is a funny word.

Culture 251

Culture Lifetime Customer Customer Centricity Communication 251

Bill Quiseng

JANUARY 25, 2023

In retail customer service, your people are NOT your most important assets. Ultimately, success in retail customer service is all about interpersonal skills. Ultimately, success in retail customer service is all about interpersonal skills. The other 288 have ignored them and they are OK with that! The right people are.”

Customer Service 103

Customer Service Retail Banking Interaction 103

Oracle

OCTOBER 30, 2018

My daughter, Claudia, and I have a tradition when we eat ice cream at home: it’s always topped with chocolate sauce, whipped cream, and sprinkles. When I handed Claudia the ice cream, her enthusiastic thank-you and broad smile quickly dissolved into disappointment. “What happened to the whipped cream and sprinkles?

Multi-Channel 244

Multi-Channel Omnichannel Competitive Advantage B2C 244

ReviewTrackers

JULY 28, 2021

That’s one of the biggest obstacles to doing social media marketing for insurance. So how do you get to the point where your insurance brand or agency is able to inspire trust among customers? Here are some dos and don’ts to help you craft a winning strategy for insurance social media marketing.

Social Media 175

Social Media Insurance Marketing 2007 175

Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. Some of the research told us what we expected to hear, but some of the revelations might surprise you. You All Want Growth.

Net Promoter Score 191

Net Promoter Score ROI Customer Experience Professionals Return on Investment 191

Beyond Philosophy

NOVEMBER 9, 2023

So, when I share some statistics I read regarding customer satisfaction and leveraging behavioral economics, some of which I felt very glass-half-empty about, I hope a few of you, with your half-glass-full dispositions, will help me see the bright side. We British look at the world as if the glass is half empty.

2024 78

2024 Customer Satisfaction 2006 2010 78

Beyond Philosophy

OCTOBER 2, 2017

The Three Trends You Can’t Ignore in CX Today. As a Customer Experience professional, understanding three trends today is imperative. Without accepting these tenets, you are thwarting your success before you even begin. What are these 3 remarkable trends with so much power and clout? .

Customer Experience Professionals 229

Customer Experience Professionals Customer Experience Rewards Programs Loyalty 229

Customer Bliss

SEPTEMBER 28, 2017

As I’ve been doing more episodes of my customer experience podcast , I’m increasingly hearing more stories about omni-channel collaboration and experiences. What’s the topic? It’s tied to the same kind of trends that you see in e-commerce front-end marketing. What do we do now?

E Commerce 250

E Commerce Competitive Advantage Retail Consulting 250

ShepHyken

OCTOBER 12, 2022

Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. When a company tells me they don’t want to participate in social media customer care, I ask why.

Social Media 157

Social Media Customer Service Customer Care Customer Service Training 157

Beyond Philosophy

JUNE 1, 2023

Organizations don’t think enough about the context in which a customer enters the experience. Most believe that every customer is the same. However, understanding the context in which your customer has your experience is critical to your customer strategy. It was a mistake to ignore the context.

Call Center 78

Call Center 2001 Retail Workshop 78

Beyond Philosophy

FEBRUARY 22, 2024

Before we get into them, I find it interesting how little training organizations do on the topic. Perhaps that is because there is an old-fashioned notion that you have ethics or you don’t. Maybe organizations think, “Well, if your mother didn’t teach you this, then far be it from me to start now.”

Culture 78

Culture Fashion Workshop Sales 78

SurveySensum

MARCH 1, 2024

A retail company, MagnetHome enthusiastically embraced the Net Promoter Score and started measuring customer loyalty. High scores delighted them, so in the excitement they missed the silent grumbles of unhappy customers. Amidst the rush for scores, they started losing the customers, without any clue!

Net Promoter Score 52

Net Promoter Score NPS Customer Satisfaction Feedback 52

Beyond Philosophy

JUNE 16, 2022

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. I wanted to share this one with all of you because I realize many of you might have the same pickle. So, what can we do now?”

Voice of Customer 78

Voice of Customer Customer Centricity Culture 2005 78

Bill Quiseng

JANUARY 26, 2023

After a while, the teller got to know who we were, where we worked, what we did there, and regularly asked how work and our company were doing. How bad has customer service gotten when we never see an attendant and actually pump our own gas for more than four dollars per gallon? The right people are.”

Hospitality 88

Hospitality Tourism Travel Banking 88

Retently

APRIL 11, 2023

There’s no better measure of your business’s overall health and ability to grow than customer satisfaction. A thriving company hinges on happy customers and one of the most reliable ways to gauge their satisfaction is through a consistent NPS process. Satisfied customers translate into growth through word of mouth.

Net Promoter Score 158

Net Promoter Score NPS Customer Satisfaction Measurement 158

ShepHyken

JULY 13, 2022

For a company that provides a great customer experience, reviews can add credibility and bring in more business. But what if you don’t have the type of business that gets Yelp or Google reviews? But what if you don’t have the type of business that gets Yelp or Google reviews? You are not immune from bad reviews.

Feedback 124

Feedback Customer Service Training Connections Customer Focused 124

Beyond Philosophy

JUNE 27, 2019

Think about the last time you shopped online but decided not to buy. Were you just browsing, or was there something about the user experience that made you hesitate? Or maybe you got an uneasy feeling when the site wanted to access your Facebook account. It was driven by emotional and psychological factors.

Net Promoter Score 138

Net Promoter Score Hospitality Webinar Airlines 138

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition? This will lead you to reduce churn and increase your revenue.

Customer Experience 176

Customer Experience NPS Touchpoint Customer Centricity 176