Shep Hyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. Florida Butcher Shop Installs Vending Machine to Serve Customers 24/7 by Retail Customer Experience.

Customer Service 134

Customer Service B2C Customer Loyalty B2B 134

Beyond Philosophy

JULY 16, 2019

I live in Sarasota, Florida, and recently, there have been some interesting changes to the public benches. We discussed Choice Architecture on a recent podcast and how it could be affecting your Customer Experience. What You Must Know about Choice Architecture in Your CX. Halfway along the seat, there are armrests.

CX 126

CX Customer Experience 126

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. If you consider Customers transactions, guess what?

Net Promoter Score 154

Net Promoter Score Customer Experience Customer-Centric Organization CEM 154

Beyond Philosophy

APRIL 26, 2017

Eliminating lines is a huge step forward for theme parks’ customer experience. But even so, waiting in line has remained very much a part of the theme park experience. million people visited Universal Studios Florida in 2015, and 20.5 The reason for this is simple: customers are not rational! Outrageous!

Technology 113

Technology Technology CX Touchpoint 113

Beyond Philosophy

OCTOBER 5, 2015

In my experience everyone loves the idea of improving the Customer Experience (CX) until you ask him or her to change their business as usual. While the good news is 20% of executive teams fully support the CX agenda, that also means 80% don’t. Everyone feels like they should say they support a CX Agenda.

CX 153

CX Net Promoter Score Customer Experience Sales 153

Fonolo

MARCH 12, 2019

TJ’s has also picked up some notable awards for customer experience, most recently ranking first among multichannel retailers in Forrester Research’s 2018 U.S. Customer Experience Index. So, how has TJ’s turned CX into its competitive advantage? They Don’t Ignore the Importance of Employee Experience.

Customer Experience 86

Customer Experience Retail Omnichannel Customer Satisfaction 86

Execs In The Know

APRIL 14, 2022

The report was released in both print and digital formats, and it is produced in partnership with Inspiro, outsourcing specialists with expertise in combining operational excellence, technology, and insights to deliver award-winning customer experiences.

CX 52

CX Technology Technology Customer Experience 52

Beyond Philosophy

MAY 31, 2019

When I need a new lure, I go to Discount Tackle on First Street in Bradenton, Florida. However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it. Economists say the reason I go back to Discount Tackle is that I remember it was a great experience. How Memory Works.

CX 153

CX Net Promoter Score Gaming Customer Experience 153

Customer Bliss

APRIL 12, 2019

Are you responsible for building an entirely new customer experience path for your organization? Monica Whiting , Vice President of Customer Experience at TECO energy , shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry. What is customer commitment?

Customer Experience 64

Customer Experience CX Transformation Non-Profits CX 64

Beyond Philosophy

JANUARY 2, 2018

This is a story equally about individual employee ambassadorial behavior on behalf of the employer and the customer and the cultural DNA of Southwest Airlines. Both are essential ingredients for a sustainable, positively differentiated recipe of top-shelf EX and CX.

CX 111

CX Customer Service Customer Experience 111

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

CX 111

CX Customer Loyalty Customer Experience Customer Service 111

Beyond Philosophy

AUGUST 28, 2017

I watched the recent solar eclipse from my home in Sarasota, USA, standing in the blistering Florida heat as the moon’s shadow gradually ate away at a little circle of light projected through a pinhole. The eclipse is a good example of the way our experiences are influenced by our memories. Lessons for Customer Experience.

CX 112

CX Customer Loyalty Customer Experience 112

Steven Van Belleghem

MAY 29, 2022

It’s about rebalancing the – currently out of whack – loyalty system where customers can get more value and more engagement than ever. Research by the University of Sydney, University of Florida, and Rutgers University uncovered that serendipity and seemingly random discoveries can play a huge role in customer satisfaction.

CX 120

CX Non-Profits Social Media Pharmaceutical 120

Execs In The Know

APRIL 7, 2022

PHOENIX, ARIZONA, US, April 7, 2022 / EINPresswire.com / — Global customer experience (CX) industry leader Execs In The Know is proud to announce the release of the CX Leaders Trends & Insights: 2021 Corporate Edition report which debuted at the company’s Customer Response Summit event in Clearwater, Florida (March 28–30, 2022).

CX 40

CX Social Media Touchpoint Technology 40

Fonolo

MAY 10, 2023

Avaya Engage, June 18-21 Orlando, Florida Avaya Engage is contact center professionals looking to discover what’s next in customer experience technologies. The main stage will feature other remarkable professionals who are redefining the future of work and elevating the customer experience through innovation.

Contact Center 87

Contact Center Healthcare Gaming Innovation 87

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). Customer loyalty has to be earned, now more than ever, making your CX a prime differentiator. An investment in the employee experience is an investment in the customer experience.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Steven Van Belleghem

OCTOBER 15, 2023

It’s the result of a potent blend of storytelling, branding, and crafting unforgettable customer experiences. Here are 10 Customer Experience lessons we can learn from this amazing company. ✨ E – Emotions: these are the feelings that customers experience throughout their contact with an organization.

Entertainment 67

Entertainment Non-Profits CX Gaming 67

Intercom

FEBRUARY 3, 2022

Today, more and more businesses are realizing the true bottom-line impact of creating great customer experiences. He’s also (and perhaps a bit more relevant to our podcast) a marketing and CX expert, author, and keynote speaker with almost three decades of experience. Jay is many things. What does it mean to you?

Real Estate 111

Real Estate CX Social Media Start-ups 111

Beyond Philosophy

NOVEMBER 12, 2022

Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources. Why Customers Buy: As an official “Influencer” on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. It’s bloody stressful these days. How can we help?

Management Consulting 88

Management Consulting Customer Experience CX 88

Beyond Philosophy

MAY 7, 2020

Let me tell you what happened to me when I decided that I was going to change cable companies in Florida. When I took it there, they kept me waiting in the hot Florida sun. The signal that the interaction sent was that the cable provider is not interested in having anything but a transactional relationship with customers.

Customer Acquisition 174

Customer Acquisition Start-ups Transportation Sports 174

Beyond Philosophy

AUGUST 8, 2016

If they show up at your registration desk/exit row/car counter/hostess stand, how are you going to be deliberate about creating a great moment in their Customer Experience? With all this demand (and who can argue that customers can be demanding?), it is easy to forget the importance of creating an excellent Customer Experience.

CX 105

CX Entertainment Customer Experience 105

Steven Van Belleghem

OCTOBER 5, 2022

Speed is of the essence in customer experience. If a company is highly hierarchical and controlling, employees will often be blocked from delivering a great customer experience. Trust is free but highly valuable to deliver the best CX. One of my favorite “CX in times of Covid stories” comes from Delhaize.

CX 104

CX Customer Satisfaction AI Customer Experience 104

Beyond Philosophy

JANUARY 15, 2021

As we all interact more online than we ever have before, digital experiences are becoming an essential part of your CX. Like a physical experience, digital experiences should center around customers and focus on what they want so you can get what you want, customer-driven growth. Register here.

CX 99

CX Government Start-ups Customer Experience 99

Customer Bliss

DECEMBER 6, 2018

In this past year alone, I’ve had conversations with quite a few leaders in this industry who are working extremely hard to improve CX within their organizations. Alvin Stokes, SVP of CX @CWC_tweets Click To Tweet. Alvin is based in Florida with his wife and five kids. Don’t be afraid to push through with change.

CX Transformation 72

CX Transformation CX NPS Entertainment 72

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. If you consider Customers transactions, guess what?

Net Promoter Score 60

Net Promoter Score Customer Experience Customer-Centric Organization CX 60

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. If you consider Customers transactions, guess what?

Net Promoter Score 60

Net Promoter Score Customer Experience Customer-Centric Organization CX 60

Beyond Philosophy

JULY 5, 2016

What makes this question so profound, and so pivotal, in customer experience optimization today is that every aspect of value delivery is at play. More than a buzzword, “being human,” especially in brand-building and leveraging customer experiences and relationships, has become a buzz-phrase or buzz-concept.

Customer Experience 84

Customer Experience Engineering Customer Loyalty B2C 84

Fonolo

NOVEMBER 13, 2018

On the agenda for 2019 are the following topics: Analytics and AI; agents and automation; efficiency and effectiveness; multi-channel and omni-channel; and customer and digital experiences. Where: Marco Island, Florida. Smart Customer Service 2019. Where: Fort Lauderdale, Florida. Customer Contact Week (CCW).

Customer Service 108

Customer Service Contact Center Innovation Engineering 108

Beyond Philosophy

JULY 12, 2019

We also discuss the different variables that you need to consider in the way you present your choices to customers as part of your CX Strategy. You see, I live in Sarasota, Florida. Obviously, this situation is different than how you would use Choice Architecture in your Customer Experience.

Customer Loyalty 96

Customer Loyalty CX Customer Experience 96

Beyond Philosophy

DECEMBER 20, 2017

Here is the reality: As demonstrated again and again, if all employees are not committed to, and supportive of, CX initiatives, the enterprise – in any industry, in any locale – will suffer. Engagement is principally about fit, alignment, and productivity; so, more is needed to optimize customer experience.

CX 68

CX Innovation Customer Experience Customer Service 68

Beyond Philosophy

SEPTEMBER 3, 2020

A friend of mine who is very knowledgeable about Customer Experience said this to me, and I thought, “Bloody Hell! ” The only way to build trust with customers is to do things in a particular way, meaning a strategy with deliberate actions that build credibility and facilitate trust. He’s right!”

Start-ups 156

Start-ups Customer Experience CX Customer Service 156

Execs In The Know

NOVEMBER 30, 2021

It’s great for a CX program to have the support of the C-suite, but it’s even better when CX has its very own seat at the table. The Chief Customer Officer (CCO) role isn’t exactly new, but it has never been more essential in cultivating CX excellence. Dan Allen, Union Bank. Deana Perrin, Blue Shield of California.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Beyond Philosophy

JANUARY 3, 2017

Both are essential in customer experience, and particularly for the role of employees in delivering superior, differentiated value (or in undermining or destroying it). Individual ownership of performance, especially around customer experience and value delivery. – The First Step in Setting up a CX Initiative.

CX 76

CX Customer Loyalty Contact Center Start-ups 76

Beyond Philosophy

JUNE 11, 2020

Your customers likely wait in your experience, too, and that may or may not be creating negative feelings about your experience. Therefore, managing customers’ perceptions about wait times in your Customer Experience is essential—and a practical way to foster customer-driven growth. 8 July 2018.

Start-ups 161

Start-ups Business Growth Customer Experience CX 161

1 to 1

JULY 20, 2020

With many previous predictions on the US economy now registered moot, experts are now weighing on what it means to deliver relevant customer experiences. Forrester’s 2020 US Customer Experience Index Report captured the early effects of the pandemic. Brands that invest in CX are winning. Banks (direct): USAA (78.6)

CX 26

CX Manufacturing Retail Government 26

Beyond Philosophy

DECEMBER 2, 2021

So, the question I pose today is, what part of your customers’ past would they want to relive? . For example, at our global Customer Experience consultancy, we take clients on study tours. These tours are a behind-the-scenes look at organizations that we admire for their outstanding Customer Experiences.

Entertainment 88

Entertainment Construction Innovation Customer Experience 88

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe. Can technology create customer delight?

Customer Experience 74

Customer Experience B2C Touchpoint B2B 74