Customers That Stick

OCTOBER 30, 2014

I’ve been a paper boy, a janitor, a paint factory worker, a waiter, a bar manager, a bicycle mechanic, a track and field coach, a personal trainer, a librarian and now a program coordinator for the city of Sherwood, Oregon. Customer Service < Customer Experience . False Dichotomy. Paper < Plastic. Mac < PC.

Customer Experience 115

Customer Experience Sports Construction Social Media 115

Inside Customer Service

SEPTEMBER 23, 2021

Check out our conversations about the importance of convenience and how to create an amazing customer experience. Hyken answered a number of important questions in our interview: Why do customers leave a business? (:48) For example, there are a lot of delis in Portland, Oregon. I'll Be Back is now available on Amazon.

Customer Loyalty 147

Customer Loyalty Start-ups Customer Service Customer Experience 147

InteractionMetrics

JUNE 10, 2021

Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. The goal continues to be to help clients understand the customer experience deeply so they can grow customer loyalty.

Education 52

Education Customer Survey Customer Feedback Customer Loyalty 52

Inside Customer Service

JUNE 17, 2021

These questions came up a lot while I was doing research for The Service Culture Handbook and The Guaranteed Customer Experience. Here's an explanation of the three concepts along how other statements fit in, like your customer service vision or brand promise. TriMet operates the public transportation system in Portland, Oregon.

Transportation 147

Transportation Legal Customer Service Technology 147

Inside Customer Service

APRIL 29, 2021

Several years ago, I had a long-term consulting project in Portland, Oregon. A good brand promise functions as a company's customer experience vision. This is a shared definition of an outstanding experience that gets all employees on the same page. Dining out quickly loses its luster when you travel for work.

Start-ups 147

Start-ups Customer Service Customer Experience 147

Beyond Philosophy

AUGUST 28, 2017

The eclipse is a good example of the way our experiences are influenced by our memories. This is a critical issue for any company that is serious about improving its customer experience. How did my experience measure up to what I expected? Lessons for Customer Experience. Happy Customers: How to Get Them!

CX 112

CX Customer Loyalty Customer Experience 112

Chip Bell

MARCH 3, 2020

I was driving from Portland to Corvallis, Oregon, to deliver a keynote. It was early morning with light snow. In the distance, I could see that all four lanes of traffic had stopped. I assumed it was a car wreck. I was pleasantly surprised. A mother doe and her two fawns were slowly crossing the freeway.

Start-ups 70

Start-ups Customer Service Innovation CX 70

Beyond Philosophy

MARCH 2, 2016

The implications the Marchex research reveals for your Customer experience are thought-provoking, to say the least. It also demonstrates an important principle of taking your Customer Experience to the next level: the more you know about your Customers, the more you can adapt your experience to appeal to them.

Customer Experience 111

Customer Experience Customer Experience Management CX Technology 111

Kerry Bodine

JUNE 20, 2015

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

CEM 97

CEM CX Contact Center Customer Loyalty 97

Zendesk

JUNE 29, 2023

Looking to start a new venture, the brothers—grandsons of Dutch immigrants—started serving espresso from a pushcart by the railroad tracks in downtown Grants Pass, Oregon. Dutch Bros’ Angie Veek, Senior Director of Customer Experience, and Sonia Martin, Senior Manager of Customer Success, are living examples of that ethos.

Customer Service 52

Customer Service CX Start-ups Voice of the Customer 52

Customer Service Life

MARCH 6, 2019

I’ve completely caught the fly fishing bug — an unavoidable consequence given the abundance of fishable water here in Oregon. Improve the customer experience long before the customer calls. There are going to be times when customers have to call support. Click here to read the original post. It’s official.

Contact Center 92

Contact Center Sports Customer Service Start-ups 92

Customer Bliss

OCTOBER 17, 2017

Comcast Customer Experience – Episode Overview. Charlie Herrin is the Chief Customer Experience Officer at Comcast, based out of Philadelphia. One of the biggest is Comcast moving from a “product focus” to a “customer experience focus.” The Big Themes Of This Episode.

Net Promoter Score 23

Net Promoter Score Customer Experience NPS CX 23

Customer Experience Matrix

APRIL 1, 2020

Extreme growth was concentrated in hard-hit areas including California, New Hampshire and Oregon. Customer Data Platform vendor Amperity reported a less rosy result in its COVID-19 Retail Monitor , which draws data from Amperity’s retail clients.

Retail 80

Retail Entertainment Government Social Media 80

Steven Van Belleghem

MARCH 30, 2020

Oregon State University will offer a coronavirus-related class on the science of stress and evidence-based coping skills that OSU students can take for credit and the public can take for free. The Future of Customer Experience. Amazon Prime Video is streaming kids’ movies and TV for free, no Prime membership required.

Healthcare 52

Healthcare Gambling Government Transportation 52

PeopleMetrics

OCTOBER 31, 2014

A few of us at PeopleMetrics were talking the other day about customer experience. And we meandered our way to an interesting question: What is the difference between brand and customer experience? Nice to Meet You”: A Short History of Customer Experience. Like we do.) The Difference Between You and Nike.

Customer Experience 103

Customer Experience Voice of the Customer Sports Social Media 103

InteractionMetrics

JUNE 6, 2023

And while Bloom does not write explicitly about the customer experience, much of his research applies directly to customer interactions. Four Drawbacks to Customer Empathy Given all the attention customer empathy gets in the business world, let’s look at what the science reveals. As for empathy?

Customer Service 52

Customer Service Sports Customer Experience Innovation 52