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. Five CX Questions to Help You Reflect: 1. Even if it’s difficult.

Customer Experience 119

Customer Experience Net Promoter Score Close the Loop CX 119

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

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

DECEMBER 16, 2017

What is Customer Experience Collaboration? Imagine your company as a sports team, such as volleyball, soccer, hockey or football: do you truly pull together, have one another’s backs, share opportunities and show your opponents and fans you’re a well-oiled machine? Regardless of your awesome VoC, CRM, UX, DX, CS, NPS, etc.,

Customer Experience 89

Customer Experience Sports Non-Profits Gaming 89

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. How can leaders wrap their heads around these overwhelming mandates for customer experience excellence?

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

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

ClearAction

OCTOBER 12, 2022

Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. This means current experience management metrics are insufficient! NPS, CSAT, FCR, Health / Effort Score, etc.) Interestingly, Employee Experience or Partner Experience can be substituted for CX below.

Key Driver Analysis 62

Key Driver Analysis Non-Profits Net Promoter Score NPS 62

Steven Van Belleghem

MAY 29, 2022

And yet Centraal Beheer was able to turn that feeling completely around (their NPS is insane compared to other industry players) with some super-useful services. More traditional companies like Walmart are experimenting with it as well, looking into their own currency, creating metaverse shopping experiences or looking into digital sports.

CX 120

CX Non-Profits Social Media Pharmaceutical 120

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. Next, Alvin outsourced a company to analyze data from behavioral experience and NPS research. Year two was about diving deeper into the analytics.

CX Transformation 72

CX Transformation CX NPS Entertainment 72

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. Faulty CXM Trajectory.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

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?

VOC 62

VOC B2B Close the Loop Non-Profits 62

Execs In The Know

APRIL 8, 2022

This change has since yielded a more responsive, more consistent customer care experience, along with improved performance across several key metrics like average speed of answer, customer satisfaction (CSAT), and Net Promoter Score (NPS). How Fanatics Activated Its CX Data Superpowers.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

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 Manufacturing 70

Fonolo

JULY 5, 2023

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. How you treat your customers after they've coughed up the cash is just as important as pre-sale! #cx Inconsistency will breed distrust.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Fonolo

AUGUST 4, 2020

A swing in customer opinion may not destroy your business, but it will almost certainly lead to lost revenue, market share, and reputation. In 2013, a report by Walker indicated that customer experience will overtake product and price as the key differentiators for brands by 2020. What influences customer perception?

Social Media 120

Social Media Sports Net Promoter Score Customer Satisfaction 120

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

SurveySensum

JULY 20, 2023

And, we explore how leveraging the power of customer feedback can help resolve these issues, ultimately enhancing your customer experience in retail. Mina and Her Sporting Goods Store Mina runs an awesome online store for sporting goods. But how to do that?

Retail 52

Retail Customer Feedback CX Social Media 52

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

Totango

AUGUST 21, 2020

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. Customer Success Is a Team Sport . Case Study: Zoom.

NPS 78

NPS Sports Customer Retention Sales 78

CX Journey

DECEMBER 11, 2014

Do you really know your customers if you don’t even have their right email address? 3) How engaged are our customers? Most companies look at the overall score for NPS or CSAT, but paying attention to the rate of silent accounts can be far more compelling in the overall health of your customer relationships.

B2B 62

B2B VOC Start-ups Sports 62

Qualtrics

APRIL 14, 2021

Business, sales and marketing leaders are embracing B2B CX programs to optimize customer experience, but it’s not easy. We explore 6 successful B2B CX examples to share what you can do in your company. The benefits of a great B2B CX program can be reduced churn and increased business growth.

B2B 26

B2B Close the Loop CX B2C 26