Intercom

APRIL 20, 2023

The reasoning is pretty straightforward: If you invest in the customer experience, it’ll improve. Say you’re the Head of Customer Experience. The customer experience is important; everybody knows it. That’s what sets “Change Makers” apart, as customer experience expert Jim Tincher calls them.

Net Promoter Score 52

Net Promoter Score Customer Experience CX Finance 52

Beyond Philosophy

MARCH 30, 2023

When exposed at a 1989 concert in Connecticut, their career was over. So, if you want to make your organization fail, then be sure to ignore the needs of your target market and customer feedback, refuse to adapt to change, be fake, and exclude as many people as possible.

Sports 78

Sports Management Consulting Customer Feedback Innovation 78

Customer Bliss

MAY 23, 2017

She is a member of the Board of Directors of Special Olympics Connecticut and a member of the Saratoga Race Course Advisory Board. In her mind, these are the “secret sauce” ingredients of doing anything well in customer experience. The Syracuse tie and her path onward. Listen and be a good colleague.

Sports 57

Sports Customer Experience Hospitality Hospitality 57

1 to 1

DECEMBER 19, 2018

Bad deals, no help, and rude employees can make for a terrible holiday shopping experience. So what do customers actually want? Hear from shoppers in Stamford, Connecticut as they share what’s on their customer experience wish lists this holiday season.

CX 22

CX Customer Experience 22

Customer Bliss

AUGUST 14, 2018

The “Make Mom Proud Standard” for How to Treat Your Customers , identifies behavior that grows businesses through actions that earn customer and employee admiration. For many customers, these policies are mostly a nuisance to be skimmed or ignored entirely. How can we #MakeMomProud with our customer communications?

Entertainment 44

Entertainment Legal Start-ups CX 44

1 to 1

FEBRUARY 25, 2021

and while there’s plenty of coverage about supply, distribution and clinical aspects, the customer experience side of vaccine rollout is often overlooked. We wanted to find out what it was really like, so we asked people with different circumstances about their end to end vaccine experiences.

Hospitality 26

Hospitality Hospitality Healthcare Start-ups 26

Customer Bliss

SEPTEMBER 11, 2014

Zane’s Cycles, a bicycle shop in Connecticut sells $15 million a year in a single store. They give away any item under a dollar that a customer is in a panic about finding (read: link that will fix a broken chain). Make a list of the biggest issues customers are having and work to systematically cross items off the list.

Retail 78

Retail Customer Experience 78