Doing CX Right

OCTOBER 10, 2022

Allan Stein, Jr, who has worked with 2-time NBA Finals MVP Kevin Durant and other superstars, reveals leadership strategies that elite athletes use to perform at world-class levels that you can do to level up customer service experiences.

Sports 59

Sports Gaming Customer Service CX 59

Experience Investigators

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. in both areas.

Customer Experience 94

Customer Experience Net Promoter Score Customer Journey Map CX 94

Customer Think

JANUARY 30, 2024

You might recall how I like to say, “None of us are as clever as all of us.” ” Recently I decided that I would like to leverage the power behind that phrase. So, we asked you, our readers to submit your thoughts, ideas, reactions, lists, or whatever else you have to offer, that we […]

Sports 40

Sports Customer Experience 40

VOZIQ

FEBRUARY 1, 2023

Companies should be swift in customer retention efforts in such a landscape, especially considering customer expectations continue to evolve. Here are three significant reasons why customer retention is an agility sport. Companies must perform a customer-level risk analysis across the buying journey.

Sports 52

Sports Machine Learning Customer Retention AI 52

Heart of the Customer

FEBRUARY 4, 2015

And the way she answered it was by creating an environment where customer experience is everybody’s job. The post Interview with Laurie Englert – Customer Experience is a Team Sport appeared first on Heart of the Customer. Culture Customer Experience Customer Journey Map Interviews'

Sports 79

Sports Customer Journey Map Customer Experience Manufacturing 79

Beyond Philosophy

SEPTEMBER 26, 2014

Edmans and his team looked at over 2,600 sporting games, from football to Cricket to other sports matches and their influence on the stock market returns in 39 different countries. Colin is an international author of Customer Experience Future Trends and Insights. Blogs Customer Analysis' 1 on TripAdvisor?

Sports 130

Sports CEM Outlook Gaming 130

Customer Think

JULY 7, 2023

Is customer experience maturity the priority in your Chief Customer Officer Playbook? In all team sports, maturity is paramount. In fact, lack of synchronization is at the heart of any sports team’s maturity and success. In rowing or crew, for example, immaturity means lack of synchronization.

Sports 130

Sports Customer Experience 130

Customer Bliss

MAY 23, 2017

In 2015, Sports Business Journal called The Belmont Stakes “The Sporting Event Of The Year.” I wanted to talk to her about crafting all these roles and experiences, and that’s just what we did. LaRocca, a graduate of Syracuse University, has a long interest in outdoor sports including racing and snow skiing.

Sports 57

Sports Customer Experience Hospitality Hospitality 57

Steven Van Belleghem

DECEMBER 19, 2022

For instance, we recently saw how Decathlon, the largest sporting goods retailer in the world with more than 1,690 stores in 60 countries and regions, has been deeply investing in a circular economy philosophy. Which is great for them and for their customers and for the planet.

Sports 136

Sports Retail CX Customer Experience 136

Steven Van Belleghem

JANUARY 27, 2021

Netflix’ YouTube campaign for the Narcos series was built to generate a personalized video based on three segments, namely: sports, business and local events. When a consumer searched for sports or business topics, he or she would receive a personalized version of a Narcos pre-roll ad based on his or her search query.

Sports 98

Sports Customer Experience Retail Sales 98

Customer Think

SEPTEMBER 29, 2021

Everyday, a new venue goes cashless, be it a major league sports stadium, an amusement park or even a hotel. This trend suggests that the future of payments is cashless which means physical currency will slowly be phased out of circulation. Source: Visa The advantages to businesses are quite obvious, they get secure and instant […].

Sports 78

Sports Customer Experience Technology Technology 78

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? Lynn Hunsaker. It’s 360-degree collaboration.

Customer Experience 89

Customer Experience Sports Non-Profits Gaming 89

Heart of the Customer

AUGUST 4, 2016

The post CX is a team sport. appeared first on Heart of the Customer. At HoC we’ve had the amazing opportunity to work with all kinds of companies: non-profits, retailers, insurance companies, you name it. The one consistency is a […]. Is your whole team playing?

Sports 74

Sports Non-Profits CX Retail 74

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

Aquire

DECEMBER 1, 2021

So, it’s safe to assume there are quite a few of your customers among its users — often trying to make buying decisions with the platform’s help. And that’s why it’s important to include the Facebook customer experience as part of your overall strategy. How can I improve my customer experience on Facebook?

Social Media 105

Social Media Customer Experience Omnichannel Sports 105

Beyond Philosophy

MAY 8, 2017

Six years later, the outcomes of this study hold true – customers’ emotional and subconscious responses to your brand account for a good half of the total Customer Experience. Red Bull is far from being the only brand that manages its Customer Experiences from an emotional viewpoint.

Customer Experience 141

Customer Experience Sports Social Media Gaming 141

Customer Think

MARCH 15, 2023

A Chief Customer Officer playbook is a sports analogy for what needs to be done to win the game: maximum customer lifetime value. Playbooks are pivotal to the success of all team sports: football and soccer, baseball and cricket, basketball and volleyball, hockey and lacrosse, rugby and rowing, NASCAR pit crews, and so on.

Sports 105

Sports Gaming Customer Experience 105

ClearAction

JUNE 8, 2015

Creating World-Class Customer Experience Teams. In sports, a great deal of thought goes into creating winning teams. Choosing the right players, getting everyone on the same page, practicing hand-offs and executing a clever playbook are how winning sports teams are created. The Formation of Customer Experience (CX) Teams.

Sports 94

Sports Customer Experience Scorecard CX 94

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. What was the top priority for our customer experience goals?

Customer Experience 119

Customer Experience Net Promoter Score Close the Loop CX 119

SurveySensum

JULY 17, 2023

Creating a memorable retail shopping experience, both online and in-store, is like taking your customer on an amazing trip so that even after the trip is over they always come back for more. Decathlon, a renowned sporting goods retailer, excels in this area. But how to do that? And how can you incorporate them?

Retail 52

Retail Customer Experience Sports Touchpoint 52

SurveySensum

JULY 17, 2023

Creating a memorable retail shopping experience, both online and in-store, is like taking your customer on an amazing trip so that even after the trip is over they always come back for more. Decathlon, a renowned sporting goods retailer, excels in this area. But how to do that? And how can you incorporate them?

Retail 52

Retail Customer Experience Sports Touchpoint 52

Customer Bliss

MAY 23, 2018

“ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Fanatics is the world’s largest provider of officially licensed sports gear. Be Authentic and Inspire Your Team.

Sports 78

Sports E-commerce Customer Experience Legal 78

Customers That Stick

FEBRUARY 12, 2015

Customer Service > Customer Experience. Tell Us More About Yourself… What was your first job and what did you learn about customer service in it? I understood even then, the importance of being friendly to customers. book, movie, sporting event, relationship, travel). Paper > Plastic.

Customer Experience 160

Customer Experience Sports Social Media Customer Service 160

Steven Van Belleghem

DECEMBER 9, 2020

One of their initiatives was KeepMoving, which was at first a B2C-platform as an alternative for live sports events. But when they started to receive requests from companies to help them organise sports-challenges for their employees, they decided to re-orient the platform towards B2B with an online corporate wellbeing trajectory.

Customer Experience 98

Customer Experience Sports B2C Start-ups 98

Beyond Philosophy

SEPTEMBER 26, 2014

Edmans and his team looked at over 2,600 sporting games, from football to Cricket to other sports matches and their influence on the stock market returns in 39 different countries. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Sports 60

Sports Outlook Gaming Customer Experience 60

Beyond Philosophy

SEPTEMBER 26, 2014

Edmans and his team looked at over 2,600 sporting games, from football to Cricket to other sports matches and their influence on the stock market returns in 39 different countries. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Sports 60

Sports Outlook Gaming Customer Experience 60

Customer Bliss

APRIL 23, 2021

Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And, Listen to the full episode & read the show notes » .

Customer Experience 109

Customer Experience Sports CX Technology 109

Customers That Stick

DECEMBER 18, 2014

Customer Service < Customer Experience. Tell Us More About Yourself… What was your first job and what did you learn about customer service in it? Tell us how one outside influence impacted your customer service or customer experience thinking. Paper > Plastic. Mac > PC.

Customer Experience 162

Customer Experience Sports Construction Social Media 162

Customer Think

AUGUST 20, 2021

B2B voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons to B2C trends. Let’s look at a sports analogy for enlightenment. So, what does it mean?

Voice of the Customer 137

Voice of the Customer B2B Sports B2C 137

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

Steven Van Belleghem

MARCH 12, 2021

In the next few months, more and more artists, sport teams, YouTube stars and brands will create their own branded coin. These are the two coins we created to experiment with: $CXM: This is the coin I created. CXM stands for ‘customer experience management’. NFT stands for ‘Non-Fungible Token’.

CXM 98

CXM Customer Experience Sports Customer Experience Management 98

Customers That Stick

FEBRUARY 26, 2015

Customer Service > Customer Experience. Tell Us More About Yourself… What was your first job and what did you learn about customer service in it? Tell us how one outside influence impacted your customer service or customer experience thinking. Paper > Plastic. Mac > PC.

Customer Experience 164

Customer Experience Retail Sports Social Media 164

Beyond Philosophy

SEPTEMBER 5, 2020

Many sports fans will tell you their team is the best. However, only one of the sports teams wins the championship and is definitively the best. The sports fan situation I described is an example of Cognitive Dissonance. They are left trying to reconcile reality with what the customer feels the marketing promised them.

Sports 115

Sports Customer Experience CX 115

Customers That Stick

SEPTEMBER 25, 2014

Customer Service > Customer Experience. Tell Us More About Yourself… What was your first job and what did you learn about customer service in it? Tell us how one outside influence impacted your customer service or customer experience thinking. Paper < Plastic. Mac < PC.

Customer Experience 133

Customer Experience Real Estate Sports Social Media 133

Taylor Reach Group

OCTOBER 8, 2021

Sport Dinaco a distributor of footwear in Canada is the supplier of Lowa Hiking Boots. So, a call to the Lowa 800# put me in touch with their support department at Sport Dinaco. But she helpfully suggested that the retailer, Sporting Life, likely would have a copy. Sporting Life also didn’t have stock. Then do better.

Customer Service 142

Customer Service Sports Start-ups Retail 142

Bill Quiseng

NOVEMBER 1, 2023

We remember our favorite sports leagues like the NFL, NBA, MLB, and NHL. QUI TAKEAWAY: Customer service is what you do for your customers. Customer experience is how your customers feel about what you did. Customer loyalty is how your customers feel about what you did again and again.

CX 97

CX CXM Customer Journey Map Sports 97

Customers That Stick

NOVEMBER 13, 2014

I am a Customer Experience and Contact Center Manager with over 15 years of contact center experience. Customer Service > Customer Experience. Tell Us More About Yourself… What was your first job and what did you learn about customer service in it? I feel customer service has improved.

Customer Experience 137

Customer Experience Contact Center Sports Social Media 137