CX Accelerator

FEBRUARY 2, 2020

If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not?

Customer Experience 182

Customer Experience Business Administration Customer Journey Map CX 182

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The third sin is poor communication.

Customer Experience 96

Customer Experience Net Promoter Score VOC Innovation 96

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. The C-suite needs see, if there was a (customer) problem, yo.you solved it.

CX 182

CX Customer Experience Non-Profits Contact Center 182

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. The C-suite needs see, if there was a (customer) problem, yo.you solved it.

CX 182

CX Customer Experience Non-Profits Contact Center 182

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” The C-suite needs see, if there was a (customer) problem, yo.you solved it.

CX 261

CX Customer Experience Non-Profits Contact Center 261

Customer Think

FEBRUARY 11, 2024

Delivering memorable customer experiences and managing engagement with precision are paramount for driving increased revenue and fostering loyalty.

Customer Experience 72

Customer Experience 72

Experience Investigators

OCTOBER 3, 2023

Ever wondered about the optimal frequency to revisit your customer experience mission statement, success statement, and team charter? This week, our host, Jeannie Walters, founder of Experience Investigators, answers this very question from one of our listeners. We’ve got you covered!

CX 52

CX Innovation Customer Feedback Customer Experience 52

Execs In The Know

APRIL 14, 2024

Lovevery , the acclaimed subscription-based early learning brand, is featured in an interview with Emily Sarver, the Vice President of Customer Experience. A People-First Mentality In the full article, Emily shares the foundational principles that guide Lovevery’s customer experience strategy.

Customer Experience 52

Customer Experience Manufacturing Innovation Education 52

Execs In The Know

APRIL 11, 2024

A commitment to circularity and sustainability guides Arc’teryx’s approach to customer experience. Pitsch underscored the symbiotic relationship between the internal and external communities, asserting that “meeting them where they are” is fundamental to crafting genuine and impactful guest experiences.

Customer Experience 52

Customer Experience Innovation Retail CX 52

Beyond Philosophy

FEBRUARY 5, 2015

They understand that delivering on the tangible and functional elements of value are just table stakes, and that connecting, and having an emotionally-based relationship with customers are keys to leveraging loyalty, advocacy, and brand-bonding behavior. They market, and create experiences, within the branded vision.

CEM 156

CEM Customer Experience B2C Customer Loyalty 156

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Net Promoter Score 83

Net Promoter Score Customer Experience NPS Healthcare 83

Customer Think

NOVEMBER 14, 2022

Customer-centricity is an often misused term, but it actually has a pretty straightforward definition: put the customer at the center of all the business does. (It It does not mean that we will always say “Yes” to everything the customer asks for, nor does it mean that the customer is always right.)

Customer-Centric Organization 122

Customer-Centric Organization Customer Loyalty Customer Experience 122

Bill Quiseng

APRIL 25, 2021

We can learn from the processes we took during this pandemic to establish the same steps to reassess and create our customer experience in what is the new normal. While improving customer experience is not literally life and death, without offering a good experience we stand the chance to lose the customer forever.

Mystery Shopping 190

Mystery Shopping Customer Experience Hospitality Hospitality 190

Experience Investigators

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. 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.

CX 110

CX Customer Experience Customer Journey Map Net Promoter Score 110

Experience Investigators

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You started by defining what customer experience success meant to your organization. . Measurable.

Customer Experience 134

Customer Experience Customer Journey Map Close the Loop Voice of the Customer 134

Zendesk

JANUARY 17, 2024

What is intelligent customer experience? Intelligent customer experience (ICX) is how a business uses artificial intelligence (AI), automation, and data to provide personalized and proactive experiences. More in this guide: Why are intelligent customer experiences important?

Customer Experience 52

Customer Experience Omnichannel AI E-commerce 52

RateMyService

JUNE 22, 2023

Investing in Customer Experience: A Necessity Even in Challenging Times As businesses navigate challenging times, it’s crucial to recognize the immense value of investing in customer experience. As businesses navigate these challenging times, it’s crucial to recognize the immense value of investing in customer experience.

Customer Experience 52

Customer Experience Customer Retention CX Customer Relationship 52

Lumoa

APRIL 6, 2023

Relationships between customers and brands are the foundation of customer experience (CX) success. To ensure that customer experience is successful, companies must focus on creating strong relationships- by understanding customer needs and providing exceptional service. The answer is simple: Everyone.

Customer Experience 83

Customer Experience CX Sales Customer Feedback 83

Comm100

MARCH 21, 2022

In government service delivery, setting customer service expectations needs to also include organizational conversations around client outcomes. With all members of the service area on board, agents can more effectively communicate expected outcomes, improving the customer experience.

Government 65

Government Omnichannel CRM Technology 65

Lumoa

SEPTEMBER 11, 2023

For a company to grow, it needs to convert one-off customers into regular patrons. And the only way to keep them coming back for more is to provide a customer experience that they would like to revisit. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Customer Experience 83

Customer Experience Net Promoter Score NPS Start-ups 83

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 52

Net Promoter Score CEM CX Customer Experience 52

Customer Think

MARCH 6, 2023

Today’s interview is with John Sills, Managing Partner at the customer-led growth company, The Foundation. John joins me today to talk about his new book (The Human Experience: How to make life better for your customers and create a more successful org.

Customer Experience 52

Customer Experience 52

Lumoa

SEPTEMBER 11, 2023

For a company to grow, it needs to convert one-off customers into regular patrons. And the only way to keep them coming back for more is to provide a customer experience that they would like to revisit. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Customer Experience 83

Customer Experience Net Promoter Score NPS Start-ups 83

CX Accelerator

JULY 17, 2018

?? What fires you up about customer experience?? ?? Could it be CX’s huge potential to impact the bottom line, using proven strategies to help retain customers, encourage them to stay loyal and ultimately, ensure continued business success? Nate: Customer Experience is clearly an artistic pursuit.

Customer Experience 140

Customer Experience Machine Learning CX Contact Center 140

Experience Investigators

NOVEMBER 30, 2021

Customer Journey Mapping can reveal — and help solve — a lot of problems in the customer journey. But in order to do so, those journey maps must be built on a foundation of a true picture of your customer. CX Personas are fictionalized archetypes representing your customer. What is a CX Persona?

Customer Journey Map 133

Customer Journey Map Customer Experience Touchpoint CX 133

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. That’s because it works.

Customer Experience 83

Customer Experience Predictive Analytics Close the Loop CX 83

Customer Think

JUNE 28, 2023

Great experiences — from the brand, product, and digital experience to the customer, employee, and user experience — are not a simple byproduct of great data.

CX 78

CX Customer Experience 78

Beyond Philosophy

JANUARY 25, 2024

Since my request, we were lucky enough to have a new one from Justin Stafford ( justin@customersmarts.co ), founder of Customer Smarts , based in Sydney, Australia, and podcast host of “Customer Smart.” Justin shared how sports can teach us a lot about how to improve your Customer Experience. Who doesn’t, really?

Sports 78

Sports Customer Experience Finance Invoicing 78

MyCustomer Experience

NOVEMBER 1, 2022

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 2nd Nov 2022. By Rhys Fisher Staff Writer.

CX 52

CX Customer Experience 52

Lumoa

JUNE 30, 2022

If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. You need to learn (and teach) how to sell customer experience to your whole organization. Lack of good data.

Customer Experience 110

Customer Experience VOC CX Voice of the Customer 110

Customer Think

JUNE 22, 2023

Customer experience (CX) is not just a buzzword but an integral part of business success. 85% of buyers are willing to pay more for a better customer experience, according to a PWC report, making it a prime focus area for businesses.

Customer Loyalty 52

Customer Loyalty CX Innovation Technology 52

Beyond Philosophy

JULY 17, 2021

After meeting a fellow Customer Experience proponent on a new social media platform called Clubhouse, we invited author and speaker Stacy Sherman to debate. The topic: Is Customer Experience the new marketing, or is it an entity on its own? Key Ideas to Improve your Customer Experience.

Customer Experience 109

Customer Experience Social Media Management Consulting CX 109

Customer Bliss

OCTOBER 28, 2020

During our conversation, Camille and I discuss the importance of not “ boiling the ocean ” when it comes to implementing change, and Camille shares some of the techniques she’s used to unite folks across her organization, including the C-Suite, in order to move the customer-first work forward. Create a Center of Excellence.

Healthcare 75

Healthcare Start-ups Innovation CX 75

Totango

OCTOBER 25, 2023

Setting an expectation for a holistic view of the customer Consolidating customer data and managing the customer journey in Totango, the digital services teams quickly proved the value of working more efficiently from a single dashboard view. As an enterprise, we’ve embraced Totango as the dashboard of our business.

Customer Experience 106

Customer Experience Finance Government Engineering 106

CallCare

MAY 25, 2023

This is why it can be useful to develop a customer experience (CX) framework. Read on to find out more about developing your own customer experience framework. What is a customer experience framework? What makes up a good customer experience framework? Now, onto developing your CX framework.

Customer Experience 52

Customer Experience Social Media Touchpoint CX 52

Customer Think

SEPTEMBER 19, 2023

The increase in non-human interactions is being driven by the proliferation of digitally-enabled devices and will trigger a seismic shift in how brands interact with customers. The data generated by smart technologies lays the foundation for an insights-driven […]

Customer Experience 75

Customer Experience Technology Technology 75

Totango

AUGUST 11, 2021

The quality of your customers’ experience impacts satisfaction and retention. Here are 7 digital customer experience best practices. We’ll cover strategies for enhancing experience throughout your customer’s lifecycle, with an eye toward increasing retention. Deliver Consistently High Customer Service.

Artificial Intelligence 117

Artificial Intelligence Customer Experience Net Promoter Score Customer Satisfaction 117