SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. Remember the old saying, “A happy customer is a loyal customer”? That’s where customer feedback comes into play. That’s right!

B2B 52

B2B Customer Service Touchpoint Customer Feedback 52

Beyond Philosophy

NOVEMBER 16, 2016

Customers noticed the change, but not in a good way. Customers voiced their displeasure on their Facebook page and all over social media. Hence, the gap between the peaks that outrages customers—and reflects poorly on their brand. I understand about cutting costs. What business doesn’t? to get your free drink.

Social Media 167

Social Media Customer Loyalty Customer Experience CX 167

Intercom, Inc.

DECEMBER 19, 2018

Intercom, the product, continued to develop at a fast pace with hundreds of new features big and small – from an entirely reimagined Messenger to a thriving Intercom App Store to next generation chatbots, Custom Bots and Answer Bot. What can we do different and better in the year ahead? The best of the blog.

Engineering 150

Engineering Start-ups Gaming Sales 150

SurveySensum

JULY 11, 2023

As you sit down, the aroma of sizzling patties fills the air, and your mouth starts watering. Finally, your burger arrives, perfectly cooked and beautifully presented. You take a bite, and it’s pure heaven — the flavors explode in your mouth, making you crave more. You leave the restaurant with a big grin on your face.

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

Fonolo

AUGUST 18, 2020

Customer perception is tough to measure because it’s usually comprised of both qualitative and subjective data. You can’t just count ‘customer perceptions’ in the same way you can other KPIs; you must be clever about how you do it. Ask Your Customer What They Think.

Social Media 75

Social Media Net Promoter Score Contact Center Customer Satisfaction 75

Beyond Philosophy

NOVEMBER 10, 2015

Read the posts here , then write your own (use #ProductivityHacks in the body). Let me share a few examples in some different contexts to help illustrate what I mean. Disconnecting Connects You to Your Work. When you need to focus, you need to disconnect from your “connectedness.” Develop Your Team.

CX 154

CX Customer Experience 154

Customer Bliss

NOVEMBER 18, 2020

Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books. Chip has just released his latest book, Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. ” Calculating Versus Giving Customers Joy.

Innovation 115

Innovation Customer Relationship Education Customer Loyalty 115

Beyond Philosophy

OCTOBER 20, 2014

There is another group, however, that is far more sinister than these loud mouthed bad apples: The secretly toxic employees. These types are critical to locate and eradicate from your culture to promote a better work environment that can create an excellent Customer Experience. What makes a toxic employee?

CEM 117

CEM Construction Customer Experience 117

SurveySensum

FEBRUARY 29, 2024

It’s not just a saying, it’s a strategic imperative. Employee satisfaction doesn’t just boost morale, it drives tangible benefits for your organization. Despite this, her job satisfaction plummeted due to a lack of recognition and support, resulting in a negative employee experience. Employee satisfaction!

Innovation 52

Innovation Customer Satisfaction Gaming Start-ups 52

Beyond Philosophy

JANUARY 28, 2015

Follow the stories here and write your own (please include the hashtag #First90 in the body of your post). However, the actions during the first 90 days of anybody’s new job are more important to forming a good and hopefully lasting relationship with your new employer. What are the unwritten Do’s and Don’ts?

CEM 146

CEM Customer Experience Management Gaming Customer Experience 146

Beyond Philosophy

OCTOBER 31, 2016

Like millions of Wells Fargo customers, Lorraine and I have checked to see if we had any accounts opened with the bank without our consent. Like millions of Wells Fargo customers, we don’t trust them because they lied. As an outside culture expert, I say, ‘Good move’. The BBB rating is not the worst of their problems.

Net Promoter Score 0

Net Promoter Score NPS Sales Retail 0

Beyond Philosophy

FEBRUARY 25, 2019

I talk a lot about how people are irrational and have presented evidence for it. Some people do push back on the idea that people are not rational. These non-believers throw up their hands and say, “Well, if we are all just mindless animals, are we going to treat people like dogs?”. Typically, they are more rational-types.

CX 107

CX Hospitality Hospitality Retail 107

Beyond Philosophy

MAY 26, 2015

In this series, professionals share what they’d do differently — and keep the same. Follow the stories here and write your own (please use #IfIWere22 in your post). When I was 22, I hated it when people said, “You need more experience for this role.” “There are no secrets to success. .

CEM 142

CEM Customer Experience Management Customer Experience 142

Beyond Philosophy

NOVEMBER 7, 2016

Employee Engagement: Your employees are people, and likely support the same team or local causes. It’s fun for employees to have a promotion that makes Customers happy. It also feels good to have a higher purpose and do good for others. I always say, “happy employees make happy customers.”. Best of all, it works.

Sports 167

Sports Transportation Gaming Customer Loyalty 167

Beyond Philosophy

OCTOBER 12, 2016

Data is collected about our personal behavior everywhere. Personalized marketing, aka one-to-one marketing, uses the data in these databases of seemingly insignificant details about your personal behavior to present a unique product offering built just for you. The Emotional Experience Today Has New Applications.

Start-ups 167

Start-ups Innovation Customer Loyalty Technology 167

PeopleMetrics

FEBRUARY 2, 2018

Today I'm really excited to release the first video in a new series called CX Secrets , where I'll be talking about exclusive bonus materials from a book I'm working on titled Listen or Die! The 40 Lessons That Turn Customer Feedback Into Gold. Measuring customer experience is critical to we do here at PeopleMetrics.

CX 70

CX CEM Business Administration Machine Learning 70

Beyond Philosophy

AUGUST 29, 2016

By now, it’s clear to many of you that your Customer Experience is an excellent competitive differentiator for your organization. All people have different influences that come to bear on what they buy and from whom. All people have different influences that come to bear on what they buy and from whom.

Predictive Analytics 111

Predictive Analytics Data Mining Customer Experience 111

Beyond Philosophy

DECEMBER 14, 2016

Having been with the Customer Experience movement since the beginning, I have seen companies embrace the idea of putting Customers at the center of everything they do and reap the rewards in increasing Net Promoter Scores (NPS) and revenues. The easy things in Customer Experience have been done.

Net Promoter Score 144

Net Promoter Score NPS Start-ups Customer Experience 144

Beyond Philosophy

SEPTEMBER 20, 2017

RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Many customers received notice, by text message, of their flight cancellations only hours before they were due to depart. Customers found they will graciously forgo the administration charge but will still charge a change fee!

Non-Profits 154

Non-Profits Social Media CX Customer Experience 154

Beyond Philosophy

NOVEMBER 22, 2017

Organizations love to talk about building relationships with customers. What about the car dealership that forces you to haggle over price to the point where you don’t even want a new car anymore? It’s really the same as building relationships in your personal life. How do we make it work? Disagreements.

Customer Relationship 135

Customer Relationship Start-ups Retail Customer Experience 135

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. However, the two data points do give an indication of overall sentiment. The Month in Customer Service Blogging.

Mystery Shopper 126

Mystery Shopper Contact Center Social Media Retail 126

Beyond Philosophy

OCTOBER 2, 2017

Executives say the site overlooks nuances in reviews, and they don’t like its definition of who qualifies as a critic. This is a classic example of companies blaming other people for their own failure to focus on what customers want. And it happens in everyday customer interactions.

Customer Retention 133

Customer Retention Customer Feedback Customer Experience CX 133

Beyond Philosophy

SEPTEMBER 26, 2016

But for good or ill, habits drive our behavior every day, and even more so when we are customers. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , Professor Ryan Hamilton of Emory University and I explore habits and their influence on how customers behave.

Customer Experience 167

Customer Experience 167

Beyond Philosophy

NOVEMBER 1, 2019

Some customer habits may be useful for your Customer Experience strategy, and some of them may not. Understanding how customers’ habits form and how to identify them is crucial for Customer Experience. Instead, they are a subgroup of things your Intuitive System handles for you.

Education 140

Education Technology Technology Customer Experience 140

Beyond Philosophy

AUGUST 28, 2017

But it’s our memories of the eclipse, more than the eclipse itself, that will shape our feelings about it. The eclipse is a good example of the way our experiences are influenced by our memories. This is a critical issue for any company that is serious about improving its customer experience.

CX 112

CX Customer Loyalty Customer Experience 112

Beyond Philosophy

APRIL 9, 2018

Honest feedback from your customers is the best way to improve any hiccups in your Customer Experience. Overcoming the obstacle of social norms is a crucial activity for today’s Customer Experience professionals. We have X surefire ways to get your customers to talk. Why Do We Do This?

Customer Loyalty 105

Customer Loyalty Customer Experience Customer Relationship Customer Feedback 105

Beyond Philosophy

DECEMBER 22, 2016

What happens when you take the people out of an experience that was traditionally a human-based interaction? And what does this mean to the future of Customer Experience? Amazon and Uber have been making headlines by eliminating the humans from areas of the Customer Experience where a person is usually involved.

Legal 129

Legal Transportation Retail Customer Experience 129

Beyond Philosophy

AUGUST 21, 2017

So, some years ago, as a new senior manager, I asked my boss to explain what my responsibilities would be after a company reorganization. That wasn’t what I wanted to hear, but in retrospect it was excellent advice that helped me learn to handle uncertain situations. We see it every day in our customer experience consultancy.

Healthcare 141

Healthcare Customer Experience CX 141

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Of course I know what the Customer Experience is about!”.

CEM 122

CEM CX CRM Customer Experience Management 122

Beyond Philosophy

JUNE 18, 2015

I have written before about my love of fishing lures. No, he suggests that you get more happiness from experiences. What he discovered is that while people’s large material purchases did not continue to satisfy them over time. You can really like your material stuff. In contrast, your experiences really are part of you.

B2C 159

B2C B2B Customer Experience 159

Beyond Philosophy

SEPTEMBER 7, 2016

Wait, what? Quite frankly, this move is much bigger news for their Customer Experience than the release of the iPhone 7. The Core of Apple Retail Experience Challenges. Apple is responding to the sentiment that the stores aren’t delivering the same experience they were in the past. You read that right.

Retail 0

Retail CX Sales Customer Experience 0

Intercom, Inc.

FEBRUARY 26, 2018

As well as being a critical philosophy behind how we build software, it also represents how I feel about the software industry and technology in general. When I say “execute”, I don’t simply mean the engineering challenges of building something. The second army are your main competitors. Money is cheap. The Four Horsemen.

Engineering 224

Engineering Technology Technology Innovation 224

TeamSupport

JULY 1, 2020

Part 1 of this blog series explored the meanings of and differences between customer sentiment analysis and Customer Distress Index (CDI™)— customer sentiment analysis uses text to indicate a positive or negative tone to the communication and the TeamSupport CDI uses data to indicate whether a customer may be satisfied or frustrated.

Sentiment Analysis 59

Sentiment Analysis B2B Contact Center Customer Satisfaction 59

Beyond Philosophy

SEPTEMBER 8, 2015

Well, you need to ask them…but I suppose it’s because I have always been trying to push the Thought Leadership of my topic, Customer Experience. I live by this quote from Oscar Wilde: “There is only one thing worse than being talked about, and that is not being talked about.”. But don’t take it personally.

Social Media 92

Social Media Customer Experience CX 92

Beyond Philosophy

MARCH 16, 2018

You know that old saying about what you make of you and me when you assume something? Perhaps even more importantly, the truth about how we make decisions will make a huge difference in your Customer Experience. That is, if you choose to toss away your assumptions and consider it with a rational mind.

Customer Experience 106

Customer Experience CX 106

Beyond Philosophy

AUGUST 3, 2016

So do your customers. I like to avoid both, but today I am talking about the second lot. When you are a customer, your pain points are a nuisance. However, when you are designing a Customer Experience, customer pain points are invaluable—especially when your competition has the same ones.

Legal 108

Legal Customer Experience 108

Beyond Philosophy

FEBRUARY 17, 2016

Conventional wisdom says that a product priced at $99.99 To see why this is true, pretend for a moment that you are at your local store. It’s unlikely that any of these things was on your shopping list, yet you may find yourself unable to pass up the Star Wars socks. will seem less expensive than a product priced at $100.

Retail 110

Retail CX Customer Experience Sales 110