Execs In The Know

JANUARY 29, 2023

A relentless focus on exceeding customer experience (CX) is the founding principle behind everything CX leaders do. But keeping pace with customer expectations and motivations is its own unique experience, and both have shifted considerably over the past year. Why does attending CRS matter more than you think?

CX 90

CX Hospitality Hospitality Actionable Insights 90

Fonolo

AUGUST 3, 2017

Here are 5 tear-jerking customer experience stories for you to enjoy. It’s not uncommon for airlines to be the focus of criticism: delayed flights, poor customer service, costly airfares, etc. Kerry Drake was on a mission to get to Lubbock, Texas as soon as humanly possible. Because Family Means Everything.

Customer Experience 83

Customer Experience Hospitality Hospitality Contact Center 83

Beyond Philosophy

APRIL 8, 2019

Whenever I talk about Customer Experience with audiences, I begin by explaining that customers do not buy things rationally. Customers buy things emotionally and then justify the purchase with logic. As a result, uncovering what customers want versus what they say they want is essential. About Colin Shaw.

Actionable Insights 126

Actionable Insights Hospitality Hospitality Customer Experience 126

Execs In The Know

JANUARY 24, 2023

PHOENIX, ARIZONA, US, January 24, 2023 — Global customer experience (CX) industry leader Execs In The Know is taking Customer Response Summit (CRS) to Austin, Texas. The focus of the summit will be PASSION for Customers, the POWER of Technology, and PURPOSE Driven Leadership.

Hospitality 40

Hospitality Hospitality CX Technology 40

Intercom

JUNE 2, 2022

From the CEO and the management team to the intern fresh out of college, every employee or business owner has unique qualities that position them to bring excellent customer experiences to life. And for Elizabeth Dixon , even the smallest action can cause ripples that turn customers into loyal advocates. Very excited.

Customer Experience 111

Customer Experience CX Start-ups Innovation 111

Intercom

OCTOBER 21, 2021

?. We all know an outstanding customer experience can set you apart from the competition, but is it possible, or wise, to guarantee it? “From day one, I’ve been obsessed with customer service and customer experience” Jeff: Sure. Customer experience vs customer service.

Customer Experience 64

Customer Experience Start-ups Hospitality Hospitality 64

Beyond Philosophy

OCTOBER 19, 2016

More organizations call our Customer Experience consultancy every day with the same complaint: they aren’t seeing the same gains in Net Promoter Score (NPS) that they did when they started their Customer Experience Improvement program. My explanation is the same: The easy things in Customer Experience have been done.

Net Promoter Score 167

Net Promoter Score Pharmaceutical NPS Invoicing 167