Experience Investigators

OCTOBER 3, 2023

Ever wondered about the optimal frequency to revisit your customer experience mission statement, success statement, and team charter? This week, our host, Jeannie Walters, founder of Experience Investigators, answers this very question from one of our listeners. We’ve got you covered!

CX 52

CX Innovation Customer Feedback Customer Experience 52

Execs In The Know

APRIL 14, 2024

Lovevery , the acclaimed subscription-based early learning brand, is featured in an interview with Emily Sarver, the Vice President of Customer Experience. A People-First Mentality In the full article, Emily shares the foundational principles that guide Lovevery’s customer experience strategy.

Customer Experience 52

Customer Experience Manufacturing Innovation Education 52

Execs In The Know

APRIL 11, 2024

A commitment to circularity and sustainability guides Arc’teryx’s approach to customer experience. Pitsch underscored the symbiotic relationship between the internal and external communities, asserting that “meeting them where they are” is fundamental to crafting genuine and impactful guest experiences.

Customer Experience 52

Customer Experience Innovation Retail CX 52

Beyond Philosophy

FEBRUARY 5, 2015

They understand that delivering on the tangible and functional elements of value are just table stakes, and that connecting, and having an emotionally-based relationship with customers are keys to leveraging loyalty, advocacy, and brand-bonding behavior. They market, and create experiences, within the branded vision.

CEM 156

CEM Customer Experience B2C Customer Loyalty 156

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Net Promoter Score 83

Net Promoter Score Customer Experience NPS Healthcare 83

Customer Think

NOVEMBER 14, 2022

Customer-centricity is an often misused term, but it actually has a pretty straightforward definition: put the customer at the center of all the business does. (It It does not mean that we will always say “Yes” to everything the customer asks for, nor does it mean that the customer is always right.)

Customer-Centric Organization 122

Customer-Centric Organization Customer Loyalty Customer Experience 122

Bill Quiseng

APRIL 25, 2021

We can learn from the processes we took during this pandemic to establish the same steps to reassess and create our customer experience in what is the new normal. While improving customer experience is not literally life and death, without offering a good experience we stand the chance to lose the customer forever.

Mystery Shopping 190

Mystery Shopping Customer Experience Hospitality Hospitality 190

Experience Investigators

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience.

CX 110

CX Customer Experience Customer Journey Map Net Promoter Score 110

Zendesk

JANUARY 17, 2024

What is intelligent customer experience? Intelligent customer experience (ICX) is how a business uses artificial intelligence (AI), automation, and data to provide personalized and proactive experiences. More in this guide: Why are intelligent customer experiences important?

Customer Experience 52

Customer Experience Omnichannel AI E-commerce 52

RateMyService

JUNE 22, 2023

Investing in Customer Experience: A Necessity Even in Challenging Times As businesses navigate challenging times, it’s crucial to recognize the immense value of investing in customer experience. As businesses navigate these challenging times, it’s crucial to recognize the immense value of investing in customer experience.

Customer Experience 52

Customer Experience Customer Retention CX Customer Relationship 52

Comm100

MARCH 21, 2022

In government service delivery, setting customer service expectations needs to also include organizational conversations around client outcomes. With all members of the service area on board, agents can more effectively communicate expected outcomes, improving the customer experience.

Government 65

Government Omnichannel CRM Technology 65

Customer Think

MARCH 6, 2023

Today’s interview is with John Sills, Managing Partner at the customer-led growth company, The Foundation. John joins me today to talk about his new book (The Human Experience: How to make life better for your customers and create a more successful org.

Customer Experience 52

Customer Experience 52

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 52

Net Promoter Score CEM CX Customer Experience 52

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. That’s because it works.

Customer Experience 83

Customer Experience Predictive Analytics Close the Loop CX 83

Customer Think

JUNE 28, 2023

Great experiences — from the brand, product, and digital experience to the customer, employee, and user experience — are not a simple byproduct of great data.

CX 78

CX Customer Experience 78

Beyond Philosophy

JANUARY 25, 2024

Since my request, we were lucky enough to have a new one from Justin Stafford ( justin@customersmarts.co ), founder of Customer Smarts , based in Sydney, Australia, and podcast host of “Customer Smart.” Justin shared how sports can teach us a lot about how to improve your Customer Experience. Who doesn’t, really?

Sports 78

Sports Customer Experience Finance Invoicing 78

MyCustomer Experience

NOVEMBER 1, 2022

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 2nd Nov 2022. By Rhys Fisher Staff Writer.

CX 52

CX Customer Experience 52

Lumoa

JUNE 30, 2022

If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. You need to learn (and teach) how to sell customer experience to your whole organization. Lack of good data.

Customer Experience 110

Customer Experience VOC CX Voice of the Customer 110

Customer Think

JUNE 22, 2023

Customer experience (CX) is not just a buzzword but an integral part of business success. 85% of buyers are willing to pay more for a better customer experience, according to a PWC report, making it a prime focus area for businesses.

Customer Loyalty 52

Customer Loyalty CX Innovation Technology 52

Beyond Philosophy

JULY 17, 2021

After meeting a fellow Customer Experience proponent on a new social media platform called Clubhouse, we invited author and speaker Stacy Sherman to debate. The topic: Is Customer Experience the new marketing, or is it an entity on its own? Key Ideas to Improve your Customer Experience.

Customer Experience 109

Customer Experience Social Media Management Consulting CX 109

CallCare

MAY 25, 2023

This is why it can be useful to develop a customer experience (CX) framework. Read on to find out more about developing your own customer experience framework. What is a customer experience framework? What makes up a good customer experience framework? Now, onto developing your CX framework.

Customer Experience 52

Customer Experience Social Media Touchpoint CX 52

Customer Think

SEPTEMBER 19, 2023

The increase in non-human interactions is being driven by the proliferation of digitally-enabled devices and will trigger a seismic shift in how brands interact with customers. The data generated by smart technologies lays the foundation for an insights-driven […]

Customer Experience 75

Customer Experience Technology Technology 75

Customer Bliss

JANUARY 25, 2018

Is your company customer obsessed? Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up. Clarifying the Customer Experience to be Customer Obsessed.

Pharmaceutical 70

Pharmaceutical CX VOC Start-ups 70

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. It’s time to put up or shut up.

Customer Experience 154

Customer Experience Social Media Gaming Education 154

Beyond Philosophy

MAY 15, 2023

People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list. How confident are you to deliver an excellent Customer experience (CX) in 2023 as we enter these turbulent times?

Customer Experience 78

Customer Experience Innovation CX Customer Satisfaction 78

Confirmit

APRIL 19, 2017

Your sales and account management teams must listen to customer needs and deliver solutions that are tailored to those needs. By listening to customers and walking in their shoes. He discusded effective ways in which you can ensure you capture feedback from the right customers, and inject that customer viewpoint into your business.

B2B 55

B2B VOC CX Voice of the Customer 55

Customer Think

DECEMBER 15, 2023

Short-Term Strategies With Long-Term Consequences After a recent keynote session on customer experience, I led a breakout group with 30 business leaders in a spirited discussion on the many ways companies sabotage customer loyalty. The foundation of customer loyalty is trust We know that the […]

Customer Loyalty 126

Customer Loyalty Customer Experience 126

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). Building a strong foundation for future planning is the start. Listen to or watch the full interview ».

CX 114

CX Customer Experience Non-Profits Start-ups 114

Customer Think

NOVEMBER 19, 2022

In last week’s post I shared that, in order to get your entire organization thinking differently, you’ve got to first know and embrace the principles and the practices of customer-centricity, and you’ve got to ensure that everyone remains aligned to ac.

Customer-Centric Organization 72

Customer-Centric Organization Customer Experience 72

Win the Customer

APRIL 18, 2023

In the ever-evolving landscape of customer-centric business models, the importance of mapping out the customer experience journey cannot be overstated. It provides businesses with valuable insights into customer behavior, pain points, and opportunities for improvement.

Customer Experience 52

Customer Experience Customer Journey Map Construction Innovation 52

Kerry Bodine

MAY 11, 2020

To succeed throughout the rest of the pandemic and whatever comes next, you need to proactively develop a customer experience strategy that will serve both your customers and your business. What parts of your experience can or should stay the same? And what do you need to do differently? can support you.

Mystery Shopper 122

Mystery Shopper Customer Experience Government Retail 122

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

Beyond Philosophy

MAY 7, 2021

I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. However, that concept might not influence the effect that you need to prioritize in your experience. The post Zero Cost!

Customer Experience 178

Customer Experience Start-ups Customer Relationship Management Customer Relationship 178

InteractionMetrics

OCTOBER 16, 2023

And you’ve been tapped to lead a customer experience team. Do you need a lengthy class or book on customer experience principles? Short is sweet, and this brief article gives you a primer on the critical customer experience principles you need for high-impact, laser-focused success.

Customer Experience 52

Customer Experience Net Promoter Score Retail CX 52

Help Scout

APRIL 27, 2021

In that spirit (although I hope your power is quite stable), I started thinking about the great customer experience (CX) books I’ve read. Outside In: The Power of Putting Customers at the Center of Your Business”. Outside In ” is required reading for anyone interested in customer experience.

Customer Experience 118

Customer Experience Retail Gaming B2C 118

Customer Bliss

JANUARY 25, 2019

Darin and I chat about customer experience as a mindset, and how he was able to define and frame his role in a way that provided clarity for the rest of the organization to understand. He pieced together critical “to-do” items that his team needed to have on their roadmap in order to make the customer experience better.

CX 63

CX NPS VOC Finance 63

SurveySensum

OCTOBER 13, 2023

Not so long ago, automation used to be the bugbear of the customer experience. Certainly from the customer’s point of view. The advent of AI powered by sophisticated algorithms has transformed mechanization from a customer service hindrance into a potent tool for improving customer satisfaction.

Customer Experience 52

Customer Experience Customer Satisfaction AI Retail 52