Bill Quiseng

NOVEMBER 1, 2023

We remember our favorite sports leagues like the NFL, NBA, MLB, and NHL. Customer experience is how your customers feel about what you did. Customer experience management is what you do before, during, and after you find out how customers feel about what you did. Aladdin’s genie had three wishes.

CX 97

CX CXM Customer Journey Map Sports 97

Beyond Philosophy

MAY 25, 2018

You might expect to be rewarded for this long-term loyalty. and asked them to remove sports from our subscription. But even without the sports, our bill was going to be £50 a month. Loyalty and trust are more than just a transaction. Has Apple Lost Touch with its Customers? Yet it seems just the opposite.

Sports 133

Sports Customer Loyalty Customer Experience 133

Beyond Philosophy

NOVEMBER 7, 2016

They have each partnered with a sports franchise in a brilliant play to boost the emotional engagement with the team’s fans. Our 7th Imperative is: Realize that the only way to build customer loyalty is through customers’ memories. Dunkin’ Donuts, Honda, and McDonald’s are all gigantic brands with huge reputations.

Sports 167

Sports Transportation Gaming Customer Loyalty 167

Experience Investigators

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Customer Bliss

MAY 23, 2018

Fanatics is the world’s largest provider of officially licensed sports gear. In this episode, Carolyne speaks about the importance of employee experience at Fanatics and how that translates to a better customer experience for dedicated sports fans. Be Authentic and Inspire Your Team. Prioritize Needs Then Tackle.

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Sports E-commerce Customer Experience Legal 78

Customer Think

SEPTEMBER 16, 2023

As one of the titans in the sports industry, Nike deeply understands how to create an extraordinary customer experience to connect with its consumers on an exceptionally personal level.

Sports 48

Sports CX Customer Experience Customer Loyalty 48

Fonolo

JULY 5, 2023

Hospitality firms (think Disney or Ritz-Carlton) are masters at turning mundane customer service encounters into memorable experiences that nurture customer loyalty. And if you want your employees to help you improve customer perception of your brand, you have to start with them.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

SurveySensum

DECEMBER 26, 2023

#CXQOTD Great Customer Service Can Create Opportunities to Upsell Sean B Hawkins echoes the sentiment, emphasizing that good service can lead to upselling opportunities and foster customer loyalty. A good product reduces the chances of customer outreach, but good service can garner loyalty and good experiences.

Customer Service 52

Customer Service Customer Loyalty Sports Social Media 52

CSAT.AI

AUGUST 3, 2022

This dedication to quality paid off over time with customer loyalty that has helped expand their product. . 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.

Entertainment 102

Entertainment Sports Innovation Gaming 102

CX Accelerator

DECEMBER 5, 2017

Consider this quote from Kevin Kruse- “Data is clear that friendship is more important than pay or benefits, and strongly correlates to productivity, safety, customer loyalty and profitability.” If you provide an environment where growth is a “team sport”, you are creating powerful bonds and breaking through the monotony.

Customer Service 140

Customer Service Outlook Contact Center Sports 140

TeamSupport

JUNE 22, 2020

Establishing trust at all levels of your client’s organization goes a long way in solidifying a long-term relationship with them and building customer loyalty. Now that we’ve explored the importance of knowing your existing customers, in Part 2 we’ll talk about getting to know your prospective (or future) customers.

B2B 64

B2B Sports B2C Customer Loyalty 64

The Customer Service Blog

JULY 29, 2022

The subject of Customer Loyalty (and in particular the different types of loyalty) is my own personal specialist subject. Loyalty, in these instances, means that, despite their (or my!) In fact I wrote my 30,000 word Masters Degree thesis on this very subject. That simply doesn’t translate to the business world.

Sports 52

Sports Customer Loyalty Customer Retention Gaming 52

Customer Bliss

APRIL 23, 2021

Jay Baer , the founder of Convince & Convert, a digital strategy consulting firm and author of Talk Triggers: The Complete Guide to Creating Customers With Word of Mouth , joined me on my podcast to talk about his latest book.

Customer Experience 109

Customer Experience Sports CX Technology 109

Shep Hyken

SEPTEMBER 22, 2021

Principle Seven: Make sure there is a good coach – When I look at the best teams in business, whether they are customer service teams, sales teams, finance teams, etc., The leader of a truly effective team is like the coach of a professional sports team. I recognize that they all have good leadership. So there you have it.

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Sports Finance Customer Service Sales 94

Experience Investigators

APRIL 27, 2021

Consider what customer-centric brands are doing to earn customer loyalty. These foundational steps will help with the big picture, but you still have the power to improve customer experience incrementally. Customer experience is a long game and a team sport. Don’t stop with just your industry.

Customer Experience 105

Customer Experience Invoicing Customer Journey Map CX 105

1 to 1

DECEMBER 31, 2014

As news outlets and blogs publish their lists of the good, bad, and ugly for everything from movies, songs, YouTube videos, celebrity couples, technologies, and sports moments, to tweets, Instagram posts, hacks, images, selfies, advertisements, and so on, I''m joining in with my lists of cheers and jeers in the customer experience world.

Customer Experience 51

Customer Experience Sports Customer Loyalty Technology 51

Customers That Stick

NOVEMBER 13, 2014

This was my first introduction to the saying, ‘the customer is always right’ While I think much can be said about that expression, at the time, it was the first time I recognized that I had customers. Tell us how one outside influence impacted your customer service or customer experience thinking.

Customer Experience 137

Customer Experience Contact Center Sports Social Media 137

Beyond Philosophy

JUNE 4, 2015

Depending on the need of the Customer in front of them, they can use the appropriate channel to make a helpful, effective, and pleasant experience for Customers. DICK’S Sporting Goods use technology to their advantage. According to an article on Inc.,

E-commerce 141

E-commerce Sports Retail Omnichannel 141

Execs In The Know

APRIL 14, 2022

The two discussed the ways in which their organizations are delivering value not only to customers, but also to their organizations at large, and doing so by delivering relevant intelligence quickly, and at scale. Customer loyalty has to be earned, now more than ever, making your CX a prime differentiator. 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.

Customer Service 90

Customer Service Contact Center Sports Social Media 90

Steven Van Belleghem

FEBRUARY 23, 2022

Maybe just start with something small – like an advertisement banner in an e-sports game – just to get the feeling of it and start to understand how it works. This collectibles part is probably a bit of a hype, but the huge potential here is that NFTs hold the promise to deeply change the game in customer loyalty.

Gaming 130

Gaming Start-ups Sports Social Media 130

Zendesk

AUGUST 22, 2023

Evaluating product-market fit helps a business grow—and sustain that growth—by ensuring its products or services align with its customers’ expectations. High Net Promoter Score®: Customers are more likely to recommend your company to their peers when they’re given a great product accompanied by great service.

Net Promoter Score 52

Net Promoter Score Sports Social Media Finance 52

Experience Investigators

DECEMBER 8, 2020

If changes were made, were the customers thanked for their part in that? How did you close the loop with customers who had issues? When it comes to the worst complaints from customers, do other leaders understand how these issues impact customer loyalty, ratings or future purchases?

Customer Experience 119

Customer Experience Net Promoter Score Close the Loop CX 119

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.

Touchpoint 52

Touchpoint Customer Journey Map Sports Construction 52

Beyond Philosophy

MARCH 29, 2018

If you liked this article, you might also enjoy these: Revolutionary Thinking on Customer Loyalty. Act Now to Turn Customer Pain Points into Pleasurable Profits. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Non-Profits 97

Non-Profits Sports Start-ups Customer Loyalty 97

CX Journey

APRIL 9, 2015

Image courtesy of afagen Are your customers raving fans or fairweather fans? Given that it''s the start of the baseball season, it was timely (albeit, intentionally so) that I received details about Brand Keys '' 23rd annual Sports Fan Loyalty survey results a few days ago. Do brands have fairweather fans, too? Oprah Winfrey.

Sports 64

Sports Gaming Entertainment Customer Retention 64

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

Beyond Philosophy

OCTOBER 3, 2014

From a sporting context, an organization can decide they are going to take part or try to win. When you decide to address the customer experience, he explained, it’s important to commit to it, no matter what it takes. He admits that their present success took much hard work over many years.

CEM 154

CEM Sports Social Media Customer Loyalty 154

Beyond Philosophy

SEPTEMBER 19, 2017

Do you yell at your TV during a sports match, a news program or when the showrunners off your favorite character from Game of Thrones ? If you liked this article, you might also enjoy these: Revolutionary Thinking on Customer Loyalty. Act Now to Turn Customer Pain Points into Pleasurable Profits.

Sports 77

Sports Manufacturing CX Gaming 77

Aquire

JANUARY 27, 2022

Improving customer satisfaction is a primary focus for many companies. It can have a litany of positive effects for your business: everything from reduced customer churn and better customer loyalty, through to increased word-of-mouth marketing. Create a customer loyalty program. And with good reason.

Customer Satisfaction 52

Customer Satisfaction Social Media Omnichannel Net Promoter Score 52

Zendesk

FEBRUARY 21, 2024

They meet with customers to discuss solutions to the customer’s pain points, demo products or services, and form stronger relationships to build customer loyalty. Outside sales allows for live human interaction that could lead to a stronger relationship, customer loyalty, and retention.

Sales 52

Sales Social Media CRM B2B 52

PeopleMetrics

JANUARY 29, 2014

At every level of sports, there are coaches. What isn’t debatable is the value of coaching in customer interactions. According to Matthew Dixon and Nick Toman, co-authors of the recent book The Effortless Experience: Conquering the New Battleground for Customer Loyalty , coaching results in significantly higher performance.

VOC 96

VOC Sports Voice of the Customer Case Management 96

CX Journey

MARCH 5, 2019

They are the brains behind a movement called Immortal Fans, a campaign they created in 2013 for Sport Club Recife in Brazil. Sport Club Recife wanted to use its power to do more, to do good. We all know that soccer fans are passionate, fanatical, and rabid. But they've gone beyond raving fans to becoming immortal fans. Forever fans.

Sports 34

Sports Gaming Start-ups Innovation 34

1 to 1

DECEMBER 14, 2020

This is true as true in sales as is it in sports – probably more so. Timothy Blank, a vice president at TTEC, recently spoke with Customer Strategist Journal Editor-in-Chief Elizabeth Glagowski about the crucial role practice plays in a sales team’s success. Value your customers. But what’s the best way to develop diehard fans?

Sales 26

Sales Gaming Sports Touchpoint 26

1 to 1

MAY 5, 2013

Customer Champions. Customer Experience. Customer Loyalty. Customer Service. Customer Strategy. Voice Of The Customer. Customer Experience. Customer Loyalty. Customer Service. Customer Strategy. Search. ); 1to1 Magazine. Weekly Digest. Infographics. Meet the Editors.

Entertainment 42

Entertainment Sports Social Media CRM 42

CX Journey

MARCH 5, 2019

They are the brains behind a movement called Immortal Fans, a campaign they created in 2013 for Sport Club Recife in Brazil. Sport Club Recife wanted to use its power to do more, to do good. We all know that soccer fans are passionate, fanatical, and rabid. But they've gone beyond raving fans to becoming immortal fans. Forever fans.

Sports 32

Sports Gaming Start-ups Innovation 32

Lumoa

FEBRUARY 6, 2018

Voice data—analyzed by AI—is the next great frontier that will enable a level of customer understanding heretofore not possible and will equip CX leaders with the insight they need to overturn many of these age-old assumption and achieve CX break-throughs that will deliver significant improvements to customer loyalty.”.

CX 129

CX Customer Experience Education Machine Learning 129