Chip Bell

OCTOBER 23, 2018

Personally, I would add my favorite, Delta Airlines, in the “comeback kid” category. I was invited, along with a dozen customer experience gurus, to spend a day with Comcast leadership in their brand-new, just-opened Comcast Technology Center in Philly. The post Comcast Customer Experience Reinvented!

Customer Experience 67

Customer Experience Customer-Centric Organization Technology Technology 67

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Essential Considerations for Your Customer Service Culture.

Customer Service 115

Customer Service Start-ups Customer Loyalty Customer Experience 115

SurveySensum

AUGUST 4, 2023

In today’s competitive marketplace, building strong customer loyalty has become a game-changer for retailers. And by delivering personalized customer loyalty programs, retailers can deliver a great customer experience in retail. billion in 2022 and is projected to grow from $6.47 billion in 2023 to $28.65

Customer Loyalty 52

Customer Loyalty Retail Customer Feedback Text Analytics 52

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

Intercom, Inc.

APRIL 18, 2019

They didn’t know it at the time, but they had also created an entire business category: an on demand, short-term rental marketplace, which has shot the value of their business north of $38 billion. Prospective customers have to be educated. Their names were Brian Chesky and Joe Gebbia, and they had just started Airbnb.

Education 112

Education Start-ups Technology Technology 112

CX Journey

AUGUST 29, 2017

or customer first? In order of importance they are: customers, owners, managers, employees, and community. Without products, and customers who buy them, there is no company. Oh, and never mind that if there are no employees to make those products, there won't be a need for customers to buy something. Employees come first.

Manufacturing 64

Manufacturing Customer Loyalty Customer Satisfaction Start-ups 64

Intercom, Inc.

DECEMBER 13, 2018

Whereas Facebook’s overall vision relies heavily on third-party developers having access to user data, Workplace wants to be the app that’s connected to all your other apps and a highly curated marketplace that has the best SaaS applications in the world. We have some customers like Walmart, a company with 2.5

Pharmaceutical 151

Pharmaceutical Start-ups Gaming Sales 151

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Customer Service 0

Customer Service Social Media Non-Profits Sales 0

SurveySensum

MAY 20, 2020

It is based on your ability to change faster than your competition, customers, and business. With the situation, there has been a change in the mindset of customers. How will COVID-19 affect Customer Experience? You can talk or text Zappos customer support. Mark Sanborn. Running low on paper towels?

Social Media 52

Social Media Customer Experience Healthcare Non-Profits 52

Shep Hyken

JULY 1, 2022

He writes about the impact on the customer experience that metaverse will have on the travel industry and how customers and brands will navigate the new developments. Customer service in the travel industry begins when a person reveals an interest to explore and decides to travel. Metaverse in Travel Industry.

E-commerce 69

E-commerce Social Media ML Touchpoint 69

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. 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

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. 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

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction? Because acquiring a new customer can cost five times more than retaining an existing one. So, what exactly is customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Omnichannel 52

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction? Because acquiring a new customer can cost five times more than retaining an existing one. So, what exactly is customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Omnichannel 52

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

Confirmit

JULY 19, 2017

It’s always good to hear about the other stories from other companies out there in the world of customer engagement and customer experience. At the same time, the range of ideas being employed shows a genuine diversity of experience and viewpoints at work in this space. Just like our customers.

Finance 40

Finance Voice of the Customer Innovation Customer Experience 40

ClientSuccess

APRIL 4, 2017

Mitch Mcfarlane, SVP of Product and Customer Experience at Instructure , recently spoke alongside several other customer success executives and leaders at the CS100 Summit 2016 in Park City, Utah. At Instructure, Mitch succeeded in scaling customer experience from 3 to over 300 employees in just 5 years.

NPS 40

NPS Start-ups Sales Education 40

Qualtrics

NOVEMBER 19, 2019

The past 12 months have seen plenty of breakthrough experiences which changed the way organizations interact with their customers and employees. With 2020 on the horizon, the pace of change shows no signs of slowing down either – check out our 20 breakthrough experiences to look out for as we enter the new decade.

Gaming 36

Gaming Social Media Healthcare Invoicing 36

Intercom, Inc.

OCTOBER 24, 2019

To form a successful community, a company must be willing to collaborate, trust and empower its users and customers. If you’re building a business that’s ultimately about you getting the biggest return and not so much about truly creating value for a customer or a user, reevaluate your priorities.

Start-ups 116

Start-ups Engineering Sports Social Media 116