Beyond Philosophy

MARCH 30, 2023

People—and languages—are different and knowing who your customer is and what they want absolutely vital. So, if you want to fail, don’t bother learning who your customer is and what motivates them and what they want. Rule #2: Ignore customer feedback. There you have it. The playbook of what not to do.

Sports 78

Sports Management Consulting Customer Feedback Innovation 78

InteractionMetrics

SEPTEMBER 13, 2023

B2B CX Differences: B2B customers spend more per sale and over time. For example, a runner might spend a few hundred per year on sneakers, but companies like Nordstrom or Big 5 Sporting Goods spend millions per year on pallets of sneakers.

B2B 52

B2B CX Sports Touchpoint 52

Experience Investigators

JULY 26, 2022

The more we treat CX as a team sport, the more likely it is for us to achieve meaningful outcomes for both our customers and our organizations. Common Challenges to Cross-Functional Cooperation in Customer Experience. The leaders I speak to express this same feeling. You can do this!

CX 52

CX Sports Customer Journey Map Hospitality 52

Experience Investigators

APRIL 27, 2021

Know your customer and their actual journey. Understanding the customer is key. That means leveraging journey mapping, customer feedback programs, and behavioral data to evaluate where the journey requires improvements. . What do customers want? Ask fellow leaders and leverage customer feedback.

Customer Experience 105

Customer Experience Invoicing Customer Journey Map CX 105

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

Lumoa

JUNE 9, 2020

But to actually get to the bottom of the issues their customers were experiencing, they had to cross-check the behavioural data with insights coming from real customer feedback. And of course, it’s not only about getting feedback from customers, but it’s about making sure that action follows the feedback.

Customer Experience 83

Customer Experience Customer Feedback Manufacturing Start-ups 83

Zendesk

OCTOBER 13, 2023

The most successful sports teams have reliable playbooks—which use tested strategies to improve a team’s chances for success—that coaches and athletes can reference for nearly every situation. So too can businesses create their own playbook and implement it into their customer success strategy. Customer engagement.

Touchpoint 52

Touchpoint Customer Journey Map Sports Construction 52

SurveySensum

JULY 20, 2023

Open-ended) That is why you must collect customer feedback at all touchpoints across the customer journey. And, we explore how leveraging the power of customer feedback can help resolve these issues, ultimately enhancing your customer experience in retail. Did our product variety meet your needs?

Retail 52

Retail Customer Feedback CX Social Media 52

Zendesk

AUGUST 22, 2023

Identify customer touchpoints causing issues and areas where they are satisfied. Ask open-ended questions and listen carefully to customer feedback to gain a deeper knowledge regarding increasing customer engagement. Rentman maintains its customer obsession by improving the software based on customer feedback.

Net Promoter Score 52

Net Promoter Score Sports Social Media Finance 52

ClearAction

SEPTEMBER 27, 2018

Set the Example for 360-Degree Collaboration : In team sports, it starts with the coach’s tone, words, body language, and follow-through. Every manager bears the responsibility to provide customer experience excellence context to what they communicate verbally and non-verbally. Improvement — Preventing Issue Recurrence.

Business Growth 74

Business Growth Non-Profits Sports Innovation 74

Aquire

DECEMBER 1, 2021

It doesn’t necessarily need to explicitly reference your products or services every time, but it should help customers get more information or be inspired. A good example is how sports apparel brands provide advice and tools for health and fitness. And throughout this process, don’t forget to make use of customer feedback.

Social Media 105

Social Media Customer Experience Omnichannel Sports 105

Aquire

DECEMBER 21, 2021

At the very least, customer support automation helps take the burden of repetitive tasks off agents’ shoulders and enable them to focus on more complex problems. 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

APRIL 3, 2015

Your best ideas for employee engagement + training originate with customer feedback. To improve employee listening skills where customer is concerned, make that a key criterion in hiring, promotions, etc. Nothing feels & drives better that good customer feedback and thanks from management published in intranet.

Customer Experience 121

Customer Experience VOE Scorecard Government 121

Execs In The Know

APRIL 14, 2022

During this panel, Concentrix’s Marc Mandel led an in-depth discussion about maximizing Voice of the Customer (VoC) data, touching on survey design and deployment, strategies for VoC data use, and techniques for turning customer feedback into action. Key Takeaways.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Fonolo

MAY 16, 2018

In any industry, sport, or even a good game of poker, success hinges upon a confluence of many factors: Skill, experience, and favorable timing all shape the path towards becoming a champion. Players in the customer service (CS) game know this better than most. Making the Most of Customer Feedback. Plus So Much More!

Customer Service 90

Customer Service Contact Center Sports Social Media 90

Experience Investigators

DECEMBER 8, 2020

If it was based on ongoing customer feedback, did customers have a say in what improvements were made? Customer experience is a team sport. Now is a good chance to thank those leaders and teams who put in the efforts to make the changes that really mattered to customers.

Customer Experience 119

Customer Experience Net Promoter Score Close the Loop CX 119

Execs In The Know

MAY 18, 2021

What about feedback? Is the solution validated in the eyes of customers? Digital Is a Team Sport — The pandemic helped remove barriers like bureaucracy and process, fast-tracking many solutions out of necessity. Customer Feedback: 4 Fresh Practices for Unlocking Employee Potential. Jim Gallagher, Nordstrom.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

PeopleMetrics

JANUARY 29, 2014

At every level of sports, there are coaches. For others, frontline staff claim to know their customers better than any old survey could. But we now have an opportunity to truly leverage Voice of the Customer feedback by applying it to individual relationships and using these insights as the basis of coaching toward improvement.

VOC 96

VOC Sports Voice of the Customer Case Management 96

Fonolo

MARCH 17, 2020

Hyundai: You’ve probably heard of it; the name again on the tip of everyone’s tongues thanks to a memorable, highly-lauded SuperBowl Hyundai Sonata 2020 commercial featuring John Krasinski, Rachel Dratch, and Chris Evans sporting some iconic Boston accents — “Smaht Pahk” — an ad which has so far attracted around 55.2 million views on YouTube.

Sports 67

Sports Customer Service Voice of the Customer Technology 67

ClearAction

AUGUST 16, 2016

In our measurement of customer perceptions, we gave every business unit, account team, and support function their own report — their own cut of the data, to minimize finger-pointing and maximize ownership, or CX adoption and accountability. 3 Types of Customer Experience Action Essential to ROI.

CXM 67

CXM Customer Experience VOC Sports 67

Experience Investigators

JULY 6, 2021

The charter is a brief document to align the vision, purpose, responsibilities and roles for achieving customer experience success. How can you prioritize customer experience efforts in a way that’s fair and aligned with your overall goals? Ideally, the CX Team will review critical CX measurements and insights on a regular basis.

CX 130

CX Net Promoter Score Government NPS 130

Fonolo

MAY 2, 2018

Acknowledging and stressing the various important aspects that go into customer service roles will help call center employees feel seen, valued, encouraged and motivated to be the best they can be. In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction. Plus So Much More!

Customer Satisfaction 72

Customer Satisfaction Contact Center Sports Innovation 72

Totango

AUGUST 21, 2020

Customer success focuses on the customer journey as a whole and puts CX into the context of the customer’s overall needs and business goals. Account Management Vs. Customer Success. Customer Success Is a Team Sport .

NPS 78

NPS Sports Customer Retention Sales 78

Qualtrics

JANUARY 29, 2021

Through a chain of professions including sports marketing, inside sales, event management, and corporate learning and development, Aimee built a strong passion for monitoring, measuring, and creating better experiences. Aimee grew up a sports fan. From practitioner to advisor.

Sports 26

Sports Technology Technology Machine Learning 26

Customer Bliss

AUGUST 9, 2018

Daniel and his team defined customer success for PTC within three pillars: ease of using the product, its value, and the delight they experienced working with PTC. Be Brave, Bring Customer Feedback to the Forefront. It is this same commitment and drive for excellence that he brings to his career as a leader in customer success.

Customer Experience 70

Customer Experience Net Promoter Score Sports Manufacturing 70

Qualtrics

FEBRUARY 17, 2021

have realized that customer experience analytics and direct customer feedback are the hallmarks of building effective situational intelligence. Both site intercept surveys and always-on feedback tabs have become mainstay features of websites.

VOC 26

VOC E-commerce Sports CX 26

Lumoa

JUNE 14, 2023

Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. According to CustomerGauge’s 2022 report , NPS sports an impressive 41% trust rating among B2B businesses – higher than any other rating system of its kind!

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Lumoa

FEBRUARY 6, 2018

Now, luckily for everyone and especially the customers, more and more brands put more and more effort into developing its customer experience. It is an evolution of more and more aware customers who are influenced by their B2C experiences and expect the same, if not better from other experiences as a customer.

CX 129

CX Customer Experience Education Machine Learning 129

Steven Van Belleghem

DECEMBER 6, 2021

It’s important that we understand how diverse our customer base really is. 4/ There is a growing awareness of the importance of Consumer Centricity: how this is a culture change and a team sport in which everyone in the company has to participate in. there’s a shift from marketing to consumers to mattering to people.

CX 123

CX Customer Experience Non-Profits Social Media 123

ClearAction

JULY 29, 2018

. “Jeff Bezos has embeded customer-centricity in Amazon,” explained Chris, “and he uses the expression customer obsession quite a bit. Customers are never satisfied. Jeff asked, ‘If we already have this data, why are we waiting for customers to call us?

Finance 48

Finance Sports NPS Customer Retention 48

CX Journey

DECEMBER 11, 2014

Don’t be weathered by the prep at first, Customer feedback can navigate the worst. Unless you work for a very small company, the amount of customer survey invitations and data to analyze can be overwhelming without the proper strategy. B2B metrics voice of customer' and “¿Por qué?” Anonymity not a card you can play.

B2B 62

B2B VOC Start-ups Sports 62

Intercom, Inc.

MAY 25, 2022

There are feedback loops that kick in, whether it’s customer feedback or business dollars. All of a sudden, the dates get more important because we expected our product to be live so that it would get used so that it would have such a change in our business. Paul: Absolutely. Changing gears and blurred roles.

Start-ups 138

Start-ups Sales Sports Government 138

Intercom, Inc.

DECEMBER 21, 2021

It’s critical to understand how the needs of these target audiences differ and how you’re going to build a product, or multiple products, actually, that satisfy the needs of the customers. And so, customer feedback, that’s the input. and we’re shipping and getting customer feedback, and it’s a whole beautiful virtuous loop.

Engineering 118

Engineering Government B2C Start-ups 118

Lumoa

OCTOBER 31, 2018

Now, luckily for everyone and especially for the customers, more and more brands put more and more effort into developing its customer experience. It is an evolution of more and more aware customers who are influenced by their B2C experiences and expect the same, if not better from other experiences as a customer.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Steven Van Belleghem

MAY 3, 2022

Whether it’s to do with accommodations, entertainment options, sports facilities, events etc.: They check the customer feedback via the tool ReviewPro which mines all the feedback from platforms like TripAdvisor, expedia.com, booking.com, etc., Measuring: continuous reevaluation.

CX 109

CX Entertainment Sports Customer Feedback 109

Intercom, Inc.

OCTOBER 29, 2019

At Intercom, we have benefitted from customer segmentation in these ways: Describing customers in a common way across go-to-market, product, and engineering. For example, our Sales team is now able to give segmented customer feedback to our product leaders to influence our roadmap. Customer segmentation is a team sport.

B2C 184

B2C Finance Engineering Sales 184

Totango

AUGUST 11, 2022

This provides a basis for demonstrating tangible value to customers through reports and quarterly business reviews. It also helps your customer success team track your performance and adjust to meet target goals. Elicit Frequent Feedback. Use Customer Success Software to Build Stronger Digital Client Relationships.

Net Promoter Score 109

Net Promoter Score Social Media Customer Journey Map Customer Relationship 109