Lumoa

OCTOBER 13, 2017

Customer experience consists of countless details, but at the end, it all comes to what a customer thinks of your brand. Sometimes, you think your brand and customer experience are the same thing. In reality, if a customer perceives your brand in a different manner compared to you, that would be your true customer experience.

Social Media 109

Social Media Customer Experience Customer Feedback Customer Service 109

Fonolo

DECEMBER 13, 2021

But the frustration of waiting on hold is universal, and agents hate long queues as much as customers hate waiting on them. Still, long hold times continue to plague customers to this day. These industries already have a bad rap for poor customer service, and their customers are not afraid to share their thoughts about the matter.

Contact Center 91

Contact Center Start-ups Social Media Government 91

Steven Van Belleghem

JUNE 23, 2021

Coursera’s content is tailored to provide a variety of information to fit each customer, from free online courses for high schoolers and college students to courses targeted at mental health and career development. Coursera created new content and aimed it at exactly what customers needed during an uncertain time.

CX 104

CX Customer Experience Entertainment Retail 104

Steven Van Belleghem

SEPTEMBER 5, 2022

Customers only need to text “Insomnobot3000” from their mobile phones and then they can talk about whatever is on their mind. With that in mind, ridesharing company Lyft partnered with dating company Tinder to help bring their customers together. I thought these were a really warm and creative way of interacting with customers.

CX 117

CX Gaming Start-ups Customer Feedback 117

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Bot platforms had informal interactions over the platform with customers.

AI 166

AI Social Media Artificial Intelligence CX 166

Comm100

NOVEMBER 27, 2017

Still, customers don’t respond to a non-apology the same way they do a sincere one. Research shows that customers feel a sense of restored fairness when companies apologize, provided CEOs show sufficient empathy— a key factor for successful personal apologies, too. . They called me day and night when they felt the need to.”)

Social Media 116

Social Media Non-Profits Legal Manufacturing 116

Kerry Bodine

JULY 2, 2015

I’m not angry, JetBlue. Last November, when JetBlue announced upcoming changes to its baggage policy and its plans to chop legroom, I wasn’t worried that my flying experience would worsen. JetBlue’s attitude has always been that it’s different from other airlines—it provides a more relaxed flying experience that “gives you more.”

67

67

Service Quality Institute

DECEMBER 13, 2023

In 1980 I released Feelings the world’s first customer service program based on a very simple concept. When you treat a customer like a king or queen they come back, spend more with you, and bring their friends. This is the foundation of great customer service. Everyone must be trained in customer service.

Customer Experience 52

Customer Experience Retail Customer Service Start-ups 52

Kerry Bodine

JUNE 7, 2017

JetBlue built its brand on being a different kind of airline. At a time when other US-based airlines were cutting leg room, eliminating meals, and charging for bags, JetBlue gave flyers room to stretch, provided free yummy snacks, and resisted financial pressure to nickel and dime its customers with fees. and “Trays.

Touchpoint 73

Touchpoint Sales Customer Experience Customer Service 73

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Southwest Attacks Its Late Problem Head-on with Its Customers.

Net Promoter Score 132

Net Promoter Score Transportation CEM Customer Retention 132

Inside Customer Service

OCTOBER 28, 2021

It contains a proven, step-by-step process that leaders can follow to build a customer-focused culture in their organization. The Service Culture Handbook helps people build leadership skills in the context of guiding a customer-focused organization. JetBlue wants to inspire humanity in air travel. What is leadership?

Start-ups 147

Start-ups Customer Service Customer Experience 147

Steven Van Belleghem

MAY 9, 2021

American grocery store chain Trader Joe’s is an incredible example of a company where a fantastic employee experience results in a stunning customer experience. They offer fantastic benefits and growth opportunities to team member and truly empower them to offer warm, personal and one of a kind experiences to customers.

Customer Experience 104

Customer Experience Artificial Intelligence Social Media Finance 104

Service Quality Institute

JANUARY 11, 2023

With COVID finally going into hiding it is time for organizations to dramatically improve their customer service. I believe customer service is worse today than when I developed Feelings in 1979, the first customer service program ever developed in the world. I believe the most customer-driven firm in the world.

Customer Service 52

Customer Service Sales Technology Technology 52

Beyond Philosophy

DECEMBER 14, 2023

In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. I knew these customers would leave my client when the competition had a good enough offer. After all, don’t loyal customers bring you repeat business?

Social Media 88

Social Media Customer Loyalty Technology Technology 88

Beyond Philosophy

JULY 10, 2017

brick and mortar retailers are employing high-tech spy techniques to obtain information about a shopper’s in-store experience—and using it to improve their Customer Experience. Spy Tech and the Customer Experience. Whatever technology the retailer uses, it is invisible to customers. Throughout Europe and the U.S.,

Retail 125

Retail Technology Technology Gaming 125

Help Scout

JUNE 17, 2021

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. To wow your customers and drive loyalty, you need to represent both stability and those moments of amazement. They aren’t the typical conditions under which the company does business.

Customer Experience 121

Customer Experience Hospitality Hospitality Start-ups 121

Kerry Bodine

JULY 20, 2015

But in the customer experience world, this doesn’t fly. You cannot sandbag your customers’ expectations by promising them a miserable experience and then hitting just above the low water mark. Instead, you need to align your customers’ expectations with the experience you can actually deliver. Never , JetBlue?

Customer Expectations 83

Customer Expectations Customer Experience 83

Kerry Bodine

MARCH 18, 2020

You have an opportunity to make changes to your offerings and your customer experience today that will: Support your customers’ wildly changing needs and expectations, Drive crucial revenue in the short term, and. Build customer loyalty that will ensure the long-term viability of your business. Support at-risk customers.

Customer Experience 116

Customer Experience Customer Loyalty 116

The DiJulius Group

OCTOBER 7, 2014

JetBlue creates great Secret Service system – JetBlue Airways announced recently that it will provide each inflight crewmember with an iPad mini in order to enhance their ability to deliver a personalized Customer experience. Customer intelligence. Customer Service' By December 2015, […].

Social Media 40

Social Media Customer Service Customer Experience 40

Customers That Stick

SEPTEMBER 25, 2014

Customer Service > Customer Experience. Tell Us More About Yourself… What was your first job and what did you learn about customer service in it? I found it helpful to always be upfront but courteous when sharing information with a customer. Recently, I was flying back to Chicago from New York on JetBlue.

Customer Experience 133

Customer Experience Real Estate Sports Social Media 133

The DiJulius Group

MAY 12, 2015

Spirit Airlines dead last in Customer Satisfaction scores – While JetBlue and Southwest Airlines battle it out between who is #1 at satisfying their customers, Spirit Airlines and Time Warner Cable had their own battle for worst, as they ended up tying for the last place in Customer satisfaction.

Customer Satisfaction 49

Customer Satisfaction Customer Service 49

Win the Customer

JUNE 5, 2017

But it takes more than a telecommute policy to successfully manage a thriving remote customer service team. Empower your representatives with the right tools and processes from the start to transform their role into proactive customer service agents. Create customer service guidelines. Here’s how to get started. Meet virtually.

Customer Service 88

Customer Service Start-ups Technology Technology 88

Fonolo

MAY 8, 2019

This week, Fonolo’s Digital Marketing Manager describes his interaction with United Airline’s pre-flight customer service. So, how can airlines get their pre-flight customer service experience right? As Shep Hyken recently wrote, when it comes to taking care of customers, sometimes people go a little further than expected.

Customer Service 57

Customer Service Contact Center Customer Relationship Customer Experience 57

Aquire

JULY 26, 2021

Keeping your existing customers on board is a tough task in this competitive world. You need a mix of marketing strategies and innovative customer loyalty programs if you want to satisfy customers, increase customer engagement, and boost conversions. What is a customer loyalty program? Do your research.

Customer Loyalty 98

Customer Loyalty Social Media Artificial Intelligence Innovation 98

ClearAction

JANUARY 10, 2018

What is Customer Centricity DNA? What is customer-centricity DNA? Accordingly, customer-centricity DNA means your business is customer-centered in all that it does. Your business can develop customer-centricity DNA. Weave customer-centered thinking and doing in everything everyone does. Lynn Hunsaker.

Non-Profits 91

Non-Profits Voice of the Customer Start-ups Innovation 91

ClearAction

APRIL 12, 2016

Yet, when they become dysfunctional, they impede customer value delivery and, consequently, short-change achievement of business results. Today, we salute 25 CMOs who are bridging silos in their organizations to increase accountability, alignment, agility, value creation and holistic delivery of great customer experience. integration.

Real Estate 86

Real Estate Start-ups Customer Experience 86

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer-Focused Marketing.

Customer Experience 48

Customer Experience Gambling Social Media Close the Loop 48

Comm100

NOVEMBER 8, 2017

When 67% of consumers turn to social media for customer service support, and 87% of customers indicate that these interactions positively impact their buying decisions, integrating social media into your customer service support strategy becomes a no-brainer. Click here to download the full ebook. Think Outside the Big Three.

Social Media 47

Social Media Customer Service Start-ups Sales 47

Beyond Philosophy

JUNE 29, 2015

Target has issued press releases, and been on television, speaking to the fact that they are bringing in new senior IT execs to oversee customer data management. On the company web site, Target has begun posting information about initiatives and programs designed to offer customers greater purchase security.

Net Promoter Score 102

Net Promoter Score Customer Experience CEM Customer Satisfaction 102

CX Journey

JANUARY 2, 2015

In a customer experience sort of way. You want your employees to deliver a great customer experience for your customers, right? What must they know in order to deliver the experience customers expect? Of course, it will be rooted deeply in customer understanding.) " This got me thinking. Consistently.

CX 61

CX Customer Journey Map Customer Expectations Customer Experience 61

ClearAction

JANUARY 10, 2018

What is Customer Centricity DNA? What is customer-centricity DNA? Accordingly, customer-centricity DNA means your business is customer-centered in all that it does. Your business can develop customer-centricity DNA. Weave customer-centered thinking and doing in everything everyone does. Lynn Hunsaker.

Non-Profits 71

Non-Profits Start-ups Voice of the Customer Customer Experience 71

Win the Customer

NOVEMBER 14, 2016

For one, it offers an easier way to connect with customers and keep abreast of what’s happening in your marketplace. By pushing for the sale in all your Facebook posts and tweets, you end up ignoring many of your customers. How about being a bit more personal and actually communicating with your customers?

Social Media 145

Social Media Customer Service Social Listening Start-ups 145

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Touchpoint 144

Touchpoint Sports Net Promoter Score Customer Relationship 144

ClearAction

APRIL 12, 2016

Yet, when they become dysfunctional, they impede customer value delivery and, consequently, short-change achievement of business results. Today, we salute 25 CMOs who are bridging silos in their organizations to increase accountability, alignment, agility, value creation and holistic delivery of great customer experience. integration.

Real Estate 54

Real Estate Start-ups Customer Experience 54

Qualtrics

JUNE 21, 2019

Whether you choose to learn from the wisdom of market legends, your own experience (and maybe a few mistakes along the way), requests from customers, or the successes of others, remember that there’s no one key to success in CX. Lessons from TV’s Most Notorious Customer Experience. Customer Service versus Customer Experience.

Customer Experience 52

Customer Experience Touchpoint Innovation CX 52

Aquire

AUGUST 12, 2021

Engaging with customers has become a must for every company. But with so many different ways to go about it, and an abundance of customer engagement tools vying for your attention, engaging customers can sometimes seem a rather overwhelming task. Social media is popular with customers when it comes to customer care.

Social Media 98

Social Media Retail Customer Survey Entertainment 98

SugarCRM

AUGUST 24, 2021

“Customer experience has never been more important than right now because when the pandemic is finally behind us, customers will remember which companies treated them well during this difficult time.” — Dan Gingiss, Host, Experience This! Customer Experience: The Key to Success in the New Marketplace.

Customer Service 49

Customer Service Customer Experience CX Innovation 49