Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. Meet Mike Wittenstein! – Founder/leader at Storyminers, one of the world’s first experience/service design consultancies.

Customer Experience 104

Customer Experience Contact Center Customer Retention Start-ups 104

Beyond Philosophy

JUNE 2, 2016

But how do you consistently make your customers happy? Experts from companies like Disney and SoulCycle offered good advice on this subject during a panel discussion on designing happiness at SXSW. By designing an experience with the customer’s happiness in mind, brands can turn casual customers into enthusiastic fans.

Retail 113

Retail Sales Customer Experience Customer Service 113

Beyond Philosophy

OCTOBER 20, 2014

These types are critical to locate and eradicate from your culture to promote a better work environment that can create an excellent Customer Experience. Most people agree, however that the importance of eliminating toxic employees is paramount to your Employee Experience. What makes a toxic employee?

CEM 117

CEM Construction Customer Experience 117

Customers That Stick

NOVEMBER 10, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Thoughts on the Customer: The Omnipresent Customer. The Month in Customer Service Blogging. VOLUME 36: October 2014. ” Plus a great way to act on it.

Omnichannel 147

Omnichannel Construction CX Transformation Customer Service 147

Comm100

JUNE 19, 2018

Hearing the philosophies that power world-class companies to deliver exceptional customer experiences is incredibly inspiring, and can drive you to adjust the same philosophies that affect your processes. Ernesto shared a lot of ideas around the factors which caused Disney to become the hugely successful company it is today.

Contact Center 40

Contact Center Entertainment Start-ups CX 40

Beyond Philosophy

OCTOBER 23, 2017

His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy. Economic Theory Helps Explain Customer Behavior Too. For example, they predict that lower prices will bring in more customers looking to spend less of their paycheck.

Government 130

Government Customer Loyalty Customer Experience 130

Beyond Philosophy

MAY 19, 2015

Having a great Customer Experience is no accident. Companies that excel in providing a great Customer Experience engaged in lots of deliberate designs to make their experience what it is today. To that end, here are three things all great CX companies do that you need to emulate in your Customer Experience. #

CX 148

CX Predictive Analytics Touchpoint Customer Experience 148

Beyond Philosophy

JULY 31, 2017

Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. As a customer experience consultant, I think this is good. Disney has built its entire brand on engaging its customers through stories.

Entertainment 125

Entertainment Gaming Start-ups Customer Experience 125

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Beyond Philosophy

JULY 12, 2018

Many organizations have called to tell us that their Customer Experience initiatives are not performing like they did. As global Customer Experience consultants, we know that Customer Experience is less of a destination than a journey. Where you are going with Customer Experience (i.e.,

Customer Experience 68

Customer Experience Customer Expectations 68

Customer Bliss

MARCH 5, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. They work at understanding the emotions that are native to certain customer experiences, such as wearing that gown at a hospital or doctor visit. They think about their customers’ emotions first.

Innovation 88

Innovation Customer Loyalty Hospitality Hospitality 88

Customers That Stick

DECEMBER 15, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Thoughts on the Customer: The Sympathetic Holiday Shopper. The Month in Customer Service Blogging. Would Your Customers Work for Your Company? Necessary topic.

Mystery Shopper 126

Mystery Shopper Contact Center Social Media Retail 126

Customers That Stick

OCTOBER 13, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Thoughts on the Customer: Fewer Choices, More Happiness. The customer will be happier with the decision (purchase) he or she made. The Month in Customer Service Blogging.

Customer Feedback 119

Customer Feedback Retail Customer Service Customer Experience Management 119

Beyond Philosophy

NOVEMBER 2, 2014

These types are critical to locate and eradicate from your culture to promote a better work environment that can create an excellent Customer Experience. Most people agree, however that the importance of eliminating toxic employees is paramount to your Employee Experience. What makes a toxic employee?

Construction 74

Construction Customer Experience 74

CX Journey

OCTOBER 3, 2018

This week, we are celebrating CX Day and Customer Service Week. I've written about the differences before: Customer Experience is More Than Just Customer Service Customer Service or Customer Experience Customer Experience Isn't Just about Customer Service Looks like I need to get more creative with my blog post titles!

Customer Service 72

Customer Service Customer Experience Invoicing Touchpoint 72

Beyond Philosophy

JANUARY 27, 2016

More often these days we get calls at our headquarters with Customer Experience champions wondering what happened to the huge gains in their Customer Experience metrics they used to get. The answer is simple: What’s next is the next level of Customer Experience improvement. See the difference there?

Net Promoter Score 94

Net Promoter Score CX Customer Experience 94

Bill Quiseng

FEBRUARY 1, 2016

This was originally published as a guest post on Shep Hyken’s customer service blog. . Even hotels are experimenting with robots to deliver room service. But in this technological evolution, too many companies are confusing customer services with customer service. One way is to increase sales.

Customer Service 119

Customer Service Non-Profits Customer Loyalty Technology 119

Beyond Philosophy

NOVEMBER 4, 2014

Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers. Using smells in your Customer Experience is olfactory marketing, and it works. Don’t underestimate the scent in your retail experience design. Undertake what we call a Customer Mirror.

Retail 148

Retail Net Promoter Score Customer Experience Real Estate 148

Beyond Philosophy

APRIL 15, 2015

Seventeen years after the prophetic Pine & Gilmore book and HBR article “ Welcome to the Experience Economy ” published, we see their concepts gaining momentum. In the past, companies embracing the concept were the exception; now embracing the Experience Economy is the rule. More Customers are craving an adventure.

Customer Loyalty 124

Customer Loyalty Customer Experience 124

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. Of course, these examples are about the subconscious experience as none of these things make sense.

CEM 121

CEM Retail Customer Retention Customer Satisfaction 121

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer Service 111

Customer Service CEM Retail Customer Retention 111

ClientSuccess

MARCH 21, 2018

For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. From : Vic Kasoff , Director of Customer Experience. Let’s get started with this week’s post!

Customer Experience 40

Customer Experience Hospitality Hospitality Start-ups 40

ClientSuccess

AUGUST 24, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences, we’ll be able to learn and apply more practical advice / practices to our customer success careers.

Hospitality 40

Hospitality Hospitality Customer Relationship Management Innovation 40

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. As one would expect, an increasing number of business organizations are now using chatbots to fuel their marketing and customer service efforts. Customers can also get instant responses to urgent queries 24/7 which contributes to a better customer experience.

Social Media 53

Social Media AI Start-ups Finance 53

CX Journey

JUNE 14, 2017

Image courtesy of Pixabay What can I do to advance my career in - or to get started in - the customer experience profession? The more people we can have on the customer's team, the better. Get/have client-side experience Being on the vendor side and getting consulting experience in this field is awesome.

CX 57

CX Education NPS Start-ups 57

CX Journey

JULY 17, 2014

I originally wrote today''s post for The DiJulius Group ; it was posted on their blog on May 15, 2014. Is your company short-sighted when it comes to the customer? Unfortunately, too many of them still either don''t think about the future customer experience* or think focusing on customer experience is a one and done/project.

Customer Experience 70

Customer Experience Customer Experience Management Gaming Innovation 70

SurveySensum

MAY 20, 2020

In this blog we will understand how the world is facing this disruptor and taking actions to advance to a new world. 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?

Social Media 52

Social Media Customer Experience Healthcare Non-Profits 52

CX Journey

FEBRUARY 16, 2016

It was published on their blog on September 17, 2015. In business, when you're trying to differentiate, when you're trying to win and keep customers and employees, this mentality quickly commoditizes your business/product and, well, doesn't really excite your customers or your employees. What is it? Good for them! Bad for you!

Customer Experience 50

Customer Experience Innovation Touchpoint CX 50

Comm100

OCTOBER 27, 2016

Customer satisfaction is dependent upon knowing your customers’ needs and expectations. But your ability to meet, and even exceed customer expectations is often dependent upon what customers think their experience should look like. They include: Your communication to the customer.

Customer Expectations 64

Customer Expectations Social Media Customer Service Customer Loyalty 64

Beyond Philosophy

AUGUST 7, 2017

Disney has fired the latest salvo in the theme park Customer Experience wars, announcing a Star Wars themed resort where guests will become part of the world of Jedi, droids and the Galactic Empire. It’s unlike anything that exists today,” said Bob Chapek , chairman of Walt Disney Parks and Resorts.

Customer Loyalty 0

Customer Loyalty CX Start-ups Customer Experience 0

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. Tip: Designing annual priorities will be unique to each contact center, and may depend on company history, culture, and customer experience goals.

Contact Center 42

Contact Center Social Media Customer Journey Map Omnichannel 42

Comm100

NOVEMBER 3, 2017

The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Recommended for you : You Need a Jointly Owned Social Media Customer Service Strategy ASAP – Here’s Why. Talk with users about the experience.

Social Media 46

Social Media Social Listening Start-ups Legal 46

Beyond Philosophy

FEBRUARY 3, 2015

There is an intersection between customer experience with a product or service, internal reaction to that experience, informal peer-to-peer communication about the experience, and downstream customer decision-making. It can mean knowing what customers really want.

Retail 153

Retail Government Touchpoint Technology 153

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

ClearAction

OCTOBER 1, 2018

The Future of Customer Experience Calls Urgently for a Significant Shift Lynn Hunsaker. The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Here’s why: CXM Status Quo.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

Aquire

JULY 26, 2021

To stay competitive and meet rising customer expectations, businesses need to take a holistic approach to customer experience. This means treating all marketing, sales, and customer support channels as stops on one customer journey. What is an omnichannel experience? Let’s explore. Bank of America.

Omnichannel 59

Omnichannel Social Media Engineering Sales 59

Dennis Snow

JULY 1, 2015

In this video I address the question: Are you making things easier for yourself or easier for your customers?

Customer Service 80

Customer Service Customer Experience 80