Experience Investigators

APRIL 27, 2021

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. It can feel daunting to try to actually improve the customer experience when there are real challenges to overcome.

Customer Experience 105

Customer Experience Invoicing Customer Journey Map CX 105

Experience Investigators

DECEMBER 8, 2020

The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. Regardless of the ups and downs and unique challenges of 2020, a year-end review is a good exercise for customer experience leaders. What was the top priority for our customer experience goals?

Customer Experience 119

Customer Experience Net Promoter Score Close the Loop CX 119

ClearAction

APRIL 3, 2015

Why Customer Experience Excellence Requires HR Engagement. People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. Improve customer experience by eliminating CX functional boundaries.

Customer Experience 121

Customer Experience VOE Scorecard Government 121

Shep Hyken

OCTOBER 4, 2022

Winning the World Cup in Customer Experience. The Link Between Soccer (Football) and Customer Service. Shep Hyken interviews Gregorio Uglioni, a customer experience specialist, host of CX Goalkeeper , and author of Customer Experience 4 (CX4). What can customer service teams learn from soccer teams?

Sports 57

Sports B2C Social Media Gaming 57

Steven Van Belleghem

DECEMBER 6, 2021

When customers do purchase the NFT, they are more likely to feel more connect to the brand and become a fan an advocate. Sydney Brouwer, Author & Keynote Speaker on Customer Experience & Customer-Centricity: The rising value of the customer service hero.

CX 123

CX Customer Experience Non-Profits Social Media 123

Shep Hyken

JANUARY 18, 2022

Investing in Customer Experience and Success Teams. Shep Hyken interviews Adrian Brady-Cesana, author of The Four CX Pillars to Grow Your Business Now: The Customer Experience Manager Playbook , and host of The CXChronicles Podcast. They discuss the four CX pillars: team, tools, process, and feedback.

Sports 72

Sports CX Customer Experience Management Customer Feedback 72

ClearAction

MAY 31, 2015

Breaking Down Silos for Customer Experience Management. Since customers see their experience as a horizontal series of steps (journey), are silos of experts across the company negatively affecting customer experience? For retailers, customer experience more than the store and the people.

Customer Experience Management 100

Customer Experience Management CXM Customer Experience Scorecard 100

ClearAction

AUGUST 16, 2016

Strategic Customer Experience Action on Voice of Customer Lynn Hunsaker. Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. There’s really no way to separate customers, as our ultimate funders, from any other business strategy.

CXM 67

CXM Customer Experience VOC Sports 67

Fonolo

JULY 5, 2023

The perception of quality will vary from customer to customer. The key is determining which factors your target customer base perceives as the most important. Remember that the customer experience doesn't end when you make the sale. Marketing allows you to influence how non-customers perceive your company too.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Shep Hyken

JUNE 28, 2022

Convenient Customer Feedback In Realtime. How to Use Customer Feedback to Improve Performance. Shep Hyken interviews Adam Alfia, co-founder of Feedback. He shares how companies can utilize customer feedback to create a great experience. Customer service is a team sport.

Social Media 57

Social Media Entertainment Customer Feedback Sports 57

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

Customer Experience 70

Customer Experience Net Promoter Score Sports Education 70

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not.

CX 129

CX Customer Experience Education Machine Learning 129

Experience Investigators

JULY 26, 2022

Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success. The more we treat CX as a team sport, the more likely it is for us to achieve meaningful outcomes for both our customers and our organizations. Challenge #1.

CX 52

CX Sports Customer Journey Map Hospitality 52

ClearAction

APRIL 18, 2015

How Human Resources Can Add Value to Customer Experience Excellence. Customer experience (CX) is all about people getting what they need in their lives. People in your company are central to designing and delivering great customer experiences. —@jameskobielus. —@thecxguy.

Customer Experience 96

Customer Experience Social Media Scorecard CX 96

Beyond Philosophy

MARCH 30, 2023

People—and languages—are different and knowing who your customer is and what they want absolutely vital. So, if you want to fail, don’t bother learning who your customer is and what motivates them and what they want. Rule #2: Ignore customer feedback.

Sports 78

Sports Management Consulting Customer Feedback Innovation 78

Zendesk

AUGUST 22, 2023

Businesses also need to deliver a great experience if they want to impress customers. According to the Zendesk Customer Experience Trends Report , 73 percent of customers will leave for a competitor after multiple bad experiences. Product-market fit definition Why is product-market fit important?

Net Promoter Score 52

Net Promoter Score Sports Social Media Finance 52

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Zendesk

OCTOBER 13, 2023

The most successful sports teams have reliable playbooks—which use tested strategies to improve a team’s chances for success—that coaches and athletes can reference for nearly every situation. So too can businesses create their own playbook and implement it into their customer success strategy. Customer engagement.

Touchpoint 52

Touchpoint Customer Journey Map Sports Construction 52

Aquire

DECEMBER 21, 2021

Since we specialize in customer experience, we made a list (and checked it twice) of New Year’s resolutions to consider to improve your customer service in the new year. In our personal lives, that could be learning a new language, playing a sport, or making origami frogs (true story). Upskilling : Learn something new.

CX 98

CX Artificial Intelligence Innovation Predictive Analytics 98

ClearAction

SEPTEMBER 27, 2018

Customer-centered business requires truly customer-centric goals, values and structure — shaped by outside-in thinking infused in processes, policies and motives — and fine-tuned with systematic internal engagement, improvement and innovation of the end-to-end customer experience, and inherent momentum.

Business Growth 74

Business Growth Non-Profits Sports Innovation 74

Steven Van Belleghem

MAY 3, 2022

Whether it’s to do with accommodations, entertainment options, sports facilities, events etc.: They check the customer feedback via the tool ReviewPro which mines all the feedback from platforms like TripAdvisor, expedia.com, booking.com, etc., Measuring: continuous reevaluation.

CX 109

CX Entertainment Sports Customer Feedback 109

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). An investment in the employee experience is an investment in the customer experience. Service strategies are most effective when they are built around delighting the customer.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

CSAT.AI

AUGUST 3, 2022

Lego doesn’t just have customers, they have collectors and even competitors. They have inspired the world so much that what started as a children’s building toy has evolved into an international adult sporting competition. Lego’s building sets and famous interlocking bricks came into being as a response to customer needs.

Entertainment 102

Entertainment Sports Innovation Gaming 102

Experience Investigators

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. A Customer Experience Charter can answer that question. A Customer Experience Charter can answer that question. What is a Customer Experience Charter?

CX 130

CX Net Promoter Score Government NPS 130

Lumoa

JUNE 14, 2023

Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. Clearly, NPS occupies a special place in customer experience stardom, sitting atop the throne with its crown of glory firmly affixed.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Fonolo

MAY 16, 2018

In any industry, sport, or even a good game of poker, success hinges upon a confluence of many factors: Skill, experience, and favorable timing all shape the path towards becoming a champion. Players in the customer service (CS) game know this better than most. Making the Most of Customer Feedback.

Customer Service 90

Customer Service Contact Center Sports Social Media 90

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Let’s look at a sports analogy for enlightenment. So, what does it mean? issue prevention).

VOC 62

VOC B2B Close the Loop Non-Profits 62

Fonolo

MARCH 17, 2020

Hyundai: You’ve probably heard of it; the name again on the tip of everyone’s tongues thanks to a memorable, highly-lauded SuperBowl Hyundai Sonata 2020 commercial featuring John Krasinski, Rachel Dratch, and Chris Evans sporting some iconic Boston accents — “Smaht Pahk” — an ad which has so far attracted around 55.2 million views on YouTube.

Sports 67

Sports Customer Service Voice of the Customer Technology 67

PeopleMetrics

JANUARY 29, 2014

At every level of sports, there are coaches. For others, frontline staff claim to know their customers better than any old survey could. But we now have an opportunity to truly leverage Voice of the Customer feedback by applying it to individual relationships and using these insights as the basis of coaching toward improvement.

VOC 96

VOC Sports Voice of the Customer Case Management 96

Execs In The Know

MAY 18, 2021

But what type of research should customer experience (CX) leaders be looking for, and how should they incorporate this research into their improvement efforts? The focus should be on the overall experience. What problem does this solution solve, and what is the impact on the experience? What about feedback?

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

Totango

AUGUST 21, 2020

Customer service is reactive and focuses on addressing specific customer problems swiftly and effectively. Customer success takes a proactive approach that involves utilizing customer data to address potential problems and needs before they arise. Customer Experience Vs. Customer Success.

NPS 78

NPS Sports Customer Retention Sales 78

Qualtrics

JANUARY 29, 2021

Through a chain of professions including sports marketing, inside sales, event management, and corporate learning and development, Aimee built a strong passion for monitoring, measuring, and creating better experiences. Aimee grew up a sports fan. From practitioner to advisor.

Sports 26

Sports Technology Technology Machine Learning 26

1 to 1

MAY 5, 2013

Welcome to 1to1 Media — a multimedia resource for CRM and Customer Experience Professionals. Customer Strategy Trends. Customer Champions. Customer Experience. Customer Loyalty. Customer Service. Customer Experience. Customer Loyalty. Customer Service.

Entertainment 42

Entertainment Sports Social Media CRM 42

Qualtrics

FEBRUARY 17, 2021

have realized that customer experience analytics and direct customer feedback are the hallmarks of building effective situational intelligence. Both site intercept surveys and always-on feedback tabs have become mainstay features of websites. Many of us (especially those reading this Qualtrics blog!)

VOC 26

VOC E-commerce Sports CX 26

Fonolo

MAY 2, 2018

Acknowledging and stressing the various important aspects that go into customer service roles will help call center employees feel seen, valued, encouraged and motivated to be the best they can be. In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction. Plus So Much More!

Customer Satisfaction 72

Customer Satisfaction Contact Center Sports Innovation 72

Totango

AUGUST 11, 2022

This provides a basis for demonstrating tangible value to customers through reports and quarterly business reviews. It also helps your customer success team track your performance and adjust to meet target goals. Elicit Frequent Feedback. Use Customer Success Software to Build Stronger Digital Client Relationships.

Net Promoter Score 106

Net Promoter Score Social Media Customer Journey Map Customer Relationship 106

Qualtrics

NOVEMBER 22, 2021

36% feel comfortable attending or participating in Thanksgiving day football games or other sporting events. Less than half of Americans are comfortable participating in the following holiday activities: 45% feel comfortable attending holiday office parties. 44% feel comfortable traveling for the holidays.

Sports 47

Sports Gaming Sales Technology 47