Steven Van Belleghem

DECEMBER 1, 2021

Traditionally, marketers like to make sure that customers can easily find the products and services they are looking for. In a world of increasingly orchestrated customer experiences, I believe that brands that understand how to stimulate serendipity will set themselves apart. Love your frustrated customers.

Customer Experience 130

Customer Experience Customer Loyalty Gaming CX 130

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

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. The symptom is a poor experience; the cause is their lack of Customer centricity.

Net Promoter Score 154

Net Promoter Score Customer Experience Customer-Centric Organization CEM 154

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. They Don’t Ignore the Importance of Employee Experience. 6 Must-Read Customer Experience Trends in 2019.

Customer Experience 86

Customer Experience Retail Omnichannel Customer Satisfaction 86

Steven Van Belleghem

MAY 26, 2023

They are getting a head start by understanding like no one else what these types of tech could mean for their customers. Keep training your employees If you’ve read my pieces, you know that I’m a big believer in the connection between customer experience and employee experience. Happy employees beget happy customers.

Customer Experience 57

Customer Experience Innovation Entertainment Start-ups 57

Execs In The Know

MARCH 14, 2022

Getting the attention of any customer is hard enough, but getting deep engagement with your product is the lifeblood of any product or customer experience team. Equipped with the right data and the right tools, product and CX teams have the opportunity to fully understand the customer experience.

Customer Experience 105

Customer Experience CX Engineering Finance 105

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

The DiJulius Group

MARCH 24, 2021

Customer Service Feature Story There is a More Dangerous Pandemic Happening with No Vaccine I was recently in Florida enjoying a few days of vacation and warm weather. 5 Quick Tips to Help you Make Price Irrelevant 1. One of the many things I have always loved about being at a vacation place is how. Read Full Article.

Customer Service 98

Customer Service Customer Experience 98

Hodusoft

MARCH 22, 2024

Experience the Evolution: HoduSoft Showcasing HoduCC Omnichannel CX Suite at Enterprise Connect 2024 “Customer experience is one of the two core pillars of customer retention.”

Omnichannel 52

Omnichannel CX Sentiment Analysis Contact Center 52

Steven Van Belleghem

NOVEMBER 10, 2020

So far, Walmart launched clinics in Arkansas, Texas, and Georgia and it is currently planning to open six additional locations around Atlanta and new Florida locations soon. I hope that they inspire you to look around and think about how you can solve “the whole problem” for your customers too.

Healthcare 98

Healthcare Customer Experience Education Manufacturing 98

The DiJulius Group

SEPTEMBER 16, 2020

Feature Article How to Make an Inspiring New Employee Orientation Class By John DiJulius, Chief Revolution Officer Early on in my career I had the pleasure of attending the Disney University in Orlando, Florida, where I took Disney’s Approach to People Management course. Where better to learn how to create a world-class culture.

Customer Experience 97

Customer Experience 97

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

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

Hodusoft

JUNE 30, 2022

Held in Florida, this annual event brought together 300+ exhibitors and 200+ speakers for the conferences. Paving the path to raising new hopes in business communication technology, HoduSoft enjoyed this opportunity to participate in one of the most well-attended tech events of the year, ITEXPO 2022 , Florida.

Contact Center 52

Contact Center Technology Technology Gaming 52

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

Execs In The Know

MARCH 22, 2022

Moreover, CX leaders from across a wide variety of industries will be joining the event on panels, case studies, and other speaking slots, adding to the depth and breadth of the expertise and experience showcased at the event.

CX 59

CX Customer Experience 59

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

Beyond Philosophy

SEPTEMBER 27, 2017

After Hurricane Irma’s recent march through Florida, millions of people lost internet, phone and cell phone service. I wish they would tell us what was going on,” complained one AT&T UVerse customer. Share your experiences in the comments box below. Why are Telecoms So Bad at Customer Experience? Outrageous!

Start-ups 117

Start-ups Customer Experience 117

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. This is one is not to be missed!

Customer Service 108

Customer Service Contact Center Innovation Engineering 108

Execs In The Know

APRIL 8, 2022

Todd’s keynote kickoff told a compelling story about the value of investing in technologies like self-service solutions and better agent tools, while always maintaining a focus on the customer experience. Implement and experiment with tools and solutions that can simultaneously automate and improve the customer experience.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

Hodusoft

FEBRUARY 6, 2024

HoduPBX is a flexible and feature-rich solution that not only improves internal and external communication but also enhances customer experience. This year, the event will be taking place from the 13 th to 15 th February in Fort Lauderdale, Florida.

Omnichannel 52

Omnichannel Social Media Artificial Intelligence Contact Center 52

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. It is time for value-unique.

Customer Experience 74

Customer Experience B2C Touchpoint B2B 74

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.

Start-ups 161

Start-ups Business Growth Customer Experience CX 161

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

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

Beyond Philosophy

AUGUST 16, 2016

There’s a nice metaphor here that can be applied to the development and execution of customer experience management programs, particularly the elements that are dependent upon skilled, user-friendly data development and management. Think of customer experience results as the cornbread.

Customer Experience Management 60

Customer Experience Management Customer Experience Government CRM 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. The symptom is a poor experience; the cause is their lack of Customer centricity.

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. The symptom is a poor experience; the cause is their lack of Customer centricity.

Net Promoter Score 60

Net Promoter Score Customer Experience Customer-Centric Organization CX 60

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. Opendoor’s Transformation to a Unified Customer Experience.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Beyond Philosophy

MARCH 20, 2020

Making Your Brand Available to Customers. If we want to tie this to Customer Experience, people make judgments about future interactions with companies based on what they’ve heard, seen, and experienced in the past. We choose based upon our anticipations of what the experience will be.

Construction 171

Construction Social Media Management Consulting Start-ups 171

Beyond Philosophy

OCTOBER 26, 2016

When shopping malls began dotting the American landscape in the late 1960s and 1970s, they presented a new and exciting customer experience. A first step is to fully understand the experience from the customer’s point of view. Discount retailers are partly to blame, but the real culprit is the internet.

Artificial Intelligence 167

Artificial Intelligence Retail Customer Expectations Customer Experience 167

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

JUNE 12, 2017

And when we’re at our home in Florida, my wife Lorraine complains about the dreadful heat. We witness it all the time in our customer experience consultancy. We see complainers among front-facing employees when we use customer mirrors to analyze the experience from the customer’s viewpoint.

Engineering 150

Engineering Start-ups Retail Customer Experience 150

Beyond Philosophy

JANUARY 2, 2018

Michael Lowenstein provides strategic consulting, research design and in-depth, leading-edge analysis that helps clients deliver outstanding business results through deeper customer experience, communication, relationship, employee and brand equity insights.

CX 111

CX Customer Service Customer Experience 111

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. When the pandemic hit us, they tried to improve the customer experience by making shopping a lot safer for those who needed that the most.

CX 104

CX Customer Satisfaction AI Customer Experience 104

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. During a Customer Mirror, we look for subconscious signals that your current Customer Experience sends.

CX 126

CX Customer Experience 126

Beyond Philosophy

JUNE 5, 2017

It’s not the best customer experience, but if you travel often, you learn to live with it. They’re hoping to make the experience better for both guests and employees. The Robot Experience. Is a “Human Free” Experience the Future? A mending kit to repair a button in time for your dinner meeting. So you wait.

Artificial Intelligence 143

Artificial Intelligence Customer Loyalty Technology Technology 143