InMoment XI

FEBRUARY 23, 2024

Market segmentation is a research strategy that separates different consumers in order to study their preferences, needs, and perspectives in order to optimize business practices, products, and experiences. Each would have different expectations and wants for the clothes they wear. What Is Market Segmentation?

Marketing 260

Marketing Customer Experience Return on Investment Consumers 260

InMoment XI

MAY 31, 2022

We know that everyone is sick of talking about COVID, but the pandemic has had far-reaching effects on customer experience (CX) and employee experience (EX) that will persist long after the virus is finally contained. Why has this become so much more common, and how has that problem changed employee experience?

Employee Experience 529

Employee Experience Airlines 2022 Brands 529

InMoment XI

MAY 1, 2023

The term “organizational silos” refers to the condition in which different teams or departments within a company operate in complete isolation from one another. Today, we’ll explore the symptoms of CX silos within an organization and why breaking them down is crucial for achieving your CX goals.

Reference 260

Reference Culture Touchpoint Customer Centricity 260

Experience Investigators by 360Connext

APRIL 23, 2024

CEM is no different, but tracking metrics alone is not a strategy. This is why CX leaders must consider a future time when they are explaining a lot more than why those customer feedback scores are “good enough.” CEM is about understanding customers, yes, but it’s also about why that’s important for your organization.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? One of the traits of successful organizational culture is how that intangible but important aspect of culture – how we want all employees to see who we are and where we fit in the world – needs to be “pervasive,” according to research published in the Harvard Business Review.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

Experience Investigators by 360Connext

DECEMBER 15, 2023

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. We don’t have the money to invest in customer experience.” “The of customer experience.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Experience Investigators by 360Connext

OCTOBER 17, 2023

”Are there differences in how to approach member experience versus customer experience?” We want to respect that and make sure that we are inviting them to belong in all the right ways. Anybody who calls themselves a member of something feels a certain sense of belonging.

Customer Experience 143

Customer Experience Customers Engagement Connections 143

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” WHY is this idea of “customer-centricity” so challenging? But we can’t forget to continue to focus on our customers. We call this the Customer Experience Mission Statement. We got you. This is how the conversation started. So I asked, “What does that mean?”

Customer Centricity 271

Customer Centricity Customer Journey Mapping Connections Feedback 271

ShepHyken

FEBRUARY 14, 2023

Consider this question: If your company could be like any other company, what would you want it to be like? In business, we compare ourselves to the competition. We often look at market share as one of the success criteria. If we’re losing market share to a competitor, we analyze why. It’s not even about you.

Customer Service Training 152

Customer Service Training Online Experience Customer Service Information 152

ShepHyken

OCTOBER 12, 2022

More on why in just a moment. For now, let’s address why companies aren’t using social channels. . When a company tells me they don’t want to participate in social media customer care, I ask why. We steer them to the phone, so we don’t need any other channels. . Customers call us, but we didn’t invent the phone.”

Social Media 160

Social Media Customer Service Customer Care Customer Service Training 160

Experience Investigators by 360Connext

MAY 7, 2024

Why Customer Experience Leaders Need to Develop an AI Strategy Today (Even if You’re Not Ready) Artificial intelligence is so ingrained in our daily lives that it’s now unavoidable — and evolving rapidly! As customer experience leaders, it’s our responsibility to learn how we can apply AI to transform our customer experiences.

Customer Experience 143

Customer Experience Social Media Customer Journey Interaction 143

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. In some cases, it’s due to inertia, and distinguishing between the two is what we’ll delve into today. Did you know we have a YouTube Channel too?

Loyalty 88

Loyalty Airlines Workshop Consulting 88

ShepHyken

JANUARY 10, 2024

I experienced something worth sharing recently, and we can take at least three lessons from it. There are at least three lessons we can learn from this story: Laziness: That should never be an excuse for providing poor customer service. There must be consistency in the level of service and answers you get from different employees.

Travel 95

Travel Customer Service Airlines Poor Customer Service 95

ShepHyken

JUNE 2, 2024

So, we asked our consultants panel for their best advice on how to firmly (but politely) handle these conversations for the best possible outcome. Here’s a group of 15 members of the Forbes Agency Council who share different ideas on how using chatbots can increase and improve customer service and experience. Here are five ways.

Article 79

Article Customer Service 2024 Net Promoter Score 79

Beyond Philosophy

MAY 23, 2024

For example, in our observations, call center agents often have to click around in several different systems to answer customers’ questions. We appreciate it because it takes time and preparation to do something like this. Many organizations make the mistake of implementing AI differently in different business areas.

Call Center 78

Call Center Customer Centricity Measurement Workshop 78

Beyond Philosophy

AUGUST 20, 2020

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. We discussed the findings of the interface of technology and human beings with Professor Shiri Melumad on a recent podcast.

Transportation 348

Transportation Information Technology Consulting 348

TechSee

JUNE 1, 2023

We sat down with Myra Arriaga, one of Cochlear’s device support specialists, to discuss her passion for ensuring her recipients have consistent access to hearing as well as with Adriana Rodriguez and her son Noel, a bilateral Cochlear recipient. We get about 60 calls a day, on average these take about 7.5

Reference 207

Reference Technology Connections Demo 207

ShepHyken

AUGUST 11, 2021

“We love our customers, and they obviously love us. And, if that is the case with your organization, let me ask you this question: Do you know why they are coming back? . Not to be a “downer,” but we shouldn’t confuse a repeat customer with a loyal customer. You have to understand the why behind the repeat business. .

Loyalty 173

Loyalty Books Customers Customer Service Training 173

Integrity Solutions

APRIL 19, 2024

It’s a much different and higher expectation. This is why a salesperson who asks the right questions to help customers sift through and make sense of all this information is the most valuable resource in the entire equation. It’s one of the reasons we believe there has never been a better time to be in sales.

Sales 105

Sales Loyalty White Paper Contact Center 105

ShepHyken

MARCH 14, 2023

Or, In a recent Shepard Letter , I discussed the Trust Gap , which is the difference between an organization’s belief that their customers trust them and the percentage of customers who actually do. I’ve covered different gap concepts in the past, and it’s time to add yet another to the list, and that is the Loyalty Gap.

Loyalty 104

Loyalty Customer Service Training Customers Connections 104

Beyond Philosophy

DECEMBER 2, 2023

So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video. So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video.

Customer Experience 143

Customer Experience Workshop Consulting Financial 143

Upstream Works

JUNE 9, 2022

Shed the fluff and hype that’s built up over the years and look back at why you began your company. It didn’t actually happen when we first started the company – that was sort of a reluctant buyout at the time. There were too many different customer needs and too many inconsistencies.

Contact Center 157

Contact Center Call Center 2006 Virtual Agent 157

C3Centricity

JANUARY 16, 2024

As we start a new year, I am celebrating the official launch of the New CX Model Quantum Customer Centricity™ (QC²) … Beyond CX. But there is a big difference between talking about putting the customer first and doing so. And anyway, why wouldn’t you? Why Traditional CX is Letting You Down Without You Even Knowing It!

Customer Centricity 90

Customer Centricity Customer Experience Touchpoint Customers 90

Beyond Philosophy

OCTOBER 28, 2023

It turns out, that timing matters a lot when it comes to the decisions we make. The professor we are referring to is Professor Itamar Simonson, marketing professor at Stanford University and his research surrounding customer decision-making. Why the difference? What about new choices? Check it out here.

Reference 78

Reference Customers Information Marketing 78

Beyond Philosophy

OCTOBER 7, 2023

We underestimate how much time something will take and how much time we will have available for something, particularly regarding project completion. However, Daniel Kahneman and Amos Tversky explained why we do this, and we will tell you what we can do about it. We know we can’t do it right now.

Customer Experience 78

Customer Experience Customers 78

Beyond Philosophy

JULY 7, 2022

We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. Retail is Back, But Different. Half an hour later, Nautica texted me, “We’ve seen that you’ve been on our website. Why not check this item at 70% off?” Almost Perfect.

Retail 160

Retail Online Experience Interaction Technology 160

ShepHyken

DECEMBER 26, 2023

But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. Do more in 24! Be more responsive – We start with one of my favorites. Be more consistent – I’m surprised when employees of the same company have different answers to the same question.

Customer Service 159

Customer Service Workshop Customer Service Training Connections 159

Feedbackly

JUNE 21, 2023

As customers, we experience different emotions with different brands. We are loyal towards brands that appeal to our emotions and turn away from those that don’t. You have to categorize emotions into different clusters based on their amplitude and assign them a value between -1 and +1.

Measurement 95

Measurement Loyalty Programs Metrics Touchpoint 95

Beyond Philosophy

FEBRUARY 23, 2024

Different payment methods carry varying degrees of discomfort when used. In this episode, we explore where your customers are emotionally relative to the purchases they make and how guiding them to an improved mental accounting from your business perspective is essential. You are not imagining things.

Insights 88

Insights Technology Management Engagement 88

Beyond Philosophy

JULY 13, 2023

The issue was the AI didn’t pinpoint why the customers were leaving. However, the trade-off is that it does it without making the connections about why in the data. But, unfortunately, we don’t get it; we cannot understand the context. What we need is that context, which explains why it is 42.

Competitive Advantage 143

Competitive Advantage Workshop Social Media Insights 143

Beyond Philosophy

FEBRUARY 13, 2021

Changing customer habits is essential in this case, and requires a deep understanding of why customers have the habits they do. In it we learn the habitual cycle of customer behavior and also how to change habits using the different parts of it. Measure the difference. Measure the difference.

Government 179

Government Consulting Measurement Customers 179

Lumoa

JANUARY 3, 2023

Here we’ll discuss some best practices for designing effective surveys – everything from creating questions that elicit actionable responses, to logic-checking your data to ensure accuracy. Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them.

Metrics 157

Metrics NPS Touchpoint Effort Score 157

Beyond Philosophy

MAY 2, 2024

Sonia Montella asked for a detailed explanation of customer loyalty and why we need it. However, before we get into those, let’s contextualize this. People are very loyal to their sports clubs, and I am no different. For example, we watched a show in England called The Traitors. They are my only option.

Loyalty 78

Loyalty Sports Travel Financial 78

ShepHyken

APRIL 7, 2021

The salesman said, “Sorry, they are actually a different company.” Same name, same logo, same products, but different prices; and I couldn’t get them to budge. She works at Barnes and Noble and she wrote: Up until about two years ago, the stores and online retail site were two different entities. They know how to buy.

Retail 140

Retail Customers Customer Service Training Books 140

Beyond Philosophy

JULY 16, 2020

Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you. We discussed this concept on a recent podcast with guest Zoey Chen, assistant professor of marketing at the University of Miami School of Business. I’m obsessed with memory. ” effect.

Events 194

Events Books Consulting Feedback 194

Beyond Philosophy

JUNE 1, 2023

We talk about emotions and the behavioral sciences in a Customer Experience. We design our content through this lens. For example, we were working for one of the cellular phone companies in the States. It was part of the project where we mapped their lost and stolen processes. It’s our lens, our context.

Call Center 78

Call Center 2001 Retail Workshop 78

2020 Research

NOVEMBER 17, 2023

At Sago Strategy + Insight , we’ve noticed a growing demand for qualitative research that relies on these individual in-depth interviews. A core principle at Sago Strategy + Insight is that we never ask, “Why?” Instead of asking why, it’s more appropriate to focus on the features or benefits that appeal to consumers.

Retail 105

Retail Consumers Insights Consulting 105