Shep Hyken

SEPTEMBER 13, 2021

Florida Butcher Shop Installs Vending Machine to Serve Customers 24/7 by Retail Customer Experience. That’s exactly what a Florida butcher shop did when they took their business that’s open during traditional hours and found a way to take care of their customers 24/7. In another one of my books, I cover six “Convenience Principles.”

Customer Service 134

Customer Service B2C Customer Loyalty B2B 134

Beyond Philosophy

OCTOBER 5, 2015

In my experience everyone loves the idea of improving the Customer Experience (CX) until you ask him or her to change their business as usual. While the good news is 20% of executive teams fully support the CX agenda, that also means 80% don’t. The second group either doesn’t believe in the value of CX or is undecided.

CX 153

CX Net Promoter Score Customer Experience Sales 153

Execs In The Know

APRIL 14, 2022

From current program structures to challenges, opportunities, and future changes, CX Outsourcing Insights provides nearly 30 pages of results, analysis, and insights. CX leaders identified additional opportunities to improve staffing, quality, and performance, highlighting the need for Outsourcers to increase focus in these areas.

CX 52

CX Technology Technology Customer Experience 52

Beyond Philosophy

JANUARY 2, 2018

Both are essential ingredients for a sustainable, positively differentiated recipe of top-shelf EX and CX. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. Stakeholder-centricity is a win-win for Southwest customers and employees.

CX 111

CX Customer Service Customer Experience 111

Steven Van Belleghem

MAY 29, 2022

Research by the University of Sydney, University of Florida, and Rutgers University uncovered that serendipity and seemingly random discoveries can play a huge role in customer satisfaction. What if there was one company that offers a similar pricing package for energy (most of them do anyway) but has a fantastic reputation in CX?

CX 120

CX Non-Profits Social Media Pharmaceutical 120

Execs In The Know

MARCH 14, 2022

Explore emerging ways to create candidate interest & employee retention with Rick Zayas , COPC VP , in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. The Ultimate Guide for CX Practitioners. Key drivers affecting labor markets. The Big Gig.

Contact Center 98

Contact Center CX Innovation 98

Beyond Philosophy

MAY 31, 2019

When I need a new lure, I go to Discount Tackle on First Street in Bradenton, Florida. WHEN IT COMES TO CX, SWEAT THE SMALL STUFF. The post Why Customer Memories are More Important To Your CX appeared first on. I enjoy fishing. When I go in, we have a chat and a laugh. To listen in , please click here.

CX 153

CX Net Promoter Score Gaming Customer Experience 153

Execs In The Know

APRIL 7, 2022

PHOENIX, ARIZONA, US, April 7, 2022 / EINPresswire.com / — Global customer experience (CX) industry leader Execs In The Know is proud to announce the release of the CX Leaders Trends & Insights: 2021 Corporate Edition report which debuted at the company’s Customer Response Summit event in Clearwater, Florida (March 28–30, 2022).

CX 40

CX Social Media Touchpoint Technology 40

Execs In The Know

MAY 2, 2022

And all this at a time when leaders are already struggling to build effective CX programs that drive loyalty. A recent Gartner report found that more than 70% of CX leaders struggle to design projects that increase customer loyalty and results. If you’re ready to level up your CX for economic volatility, we’re here to help.

CX 97

CX VOC Customer Journey Map Contact Center 97

Beyond Philosophy

SEPTEMBER 11, 2019

Because we have frequent thunderstorms and power outages in my Florida home, I recently decided to buy an uninterruptible power supply for my electronics. In another instance, a Florida community that wanted to discourage homeless people from sleeping on park benches placed a divider midway down each bench.

Customer Experience 148

Customer Experience CX Sales 148

Hodusoft

FEBRUARY 6, 2024

HoduCC-Omnichannel CX Suite Today’s customers expect seamless, personalized, and consistent experiences across various communication channels. HoduCC Omnichannel CX suite is one of the flagship products of HoduSoft that meets the evolving demands of today’s businesses as well as customers. Ask for a Free demo!

Omnichannel 52

Omnichannel Social Media Artificial Intelligence Contact Center 52

Beyond Philosophy

DECEMBER 26, 2017

In a recent Forbes article by Christine Comaford , she reported on the results of a 2017 Temkin Group CX Management Survey of 180 organizations with $500 million in annual revenues. Though only 8% of respondents felt their employer delivered the best CX in their business sector, 55% set this as a goal within the next three years.

CX 111

CX Customer Loyalty Customer Experience Customer Service 111

Beyond Philosophy

JUNE 25, 2021

Florida and Alabama have passed laws making vaccine passports illegal. I am having a roof replaced on my house in Florida, and we have to wait three months to get started because the contractor doesn’t have the stuff. In Florida, elective surgeries, like knee replacements and the equivalent, are booking three months out or more.

Customer Experience 153

Customer Experience Start-ups Healthcare Government 153

Beyond Philosophy

AUGUST 28, 2017

I watched the recent solar eclipse from my home in Sarasota, USA, standing in the blistering Florida heat as the moon’s shadow gradually ate away at a little circle of light projected through a pinhole. What The Solar Eclipse & CX Have in Common appeared first on. It all seemed to be over very quickly! The post Exposed!

CX 112

CX Customer Loyalty Customer Experience 112

Steven Van Belleghem

OCTOBER 15, 2023

So he built 392,000 square feet of underground tunnels – called the “Utilidors” – at Disney World in Florida so cast members (that’s what Disney park employees are called) can change, eat, rest or take out garbage without disrupting the themed experiences. What are yours? Tell me over the socials.

Entertainment 67

Entertainment Non-Profits CX Gaming 67

Execs In The Know

APRIL 8, 2022

How Fanatics Activated Its CX Data Superpowers. By approaching CX with a fan’s passion, Carolyne and team are turning data insights into heroic moments — all in the spirit of a mission to serve. CX Transformation Secret Revealed: The Hero Is Your Customer! Presented By: Carolyne Truelove, Head of Global Fan Experience, Fanatics.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

Beyond Philosophy

JANUARY 15, 2021

As we all interact more online than we ever have before, digital experiences are becoming an essential part of your CX. A few months ago, I bought an uninterruptible power supply because our home in Florida gets blackouts because of lightning and all that type of stuff. I know bugger-all about uninterruptible power supplies.

CX 99

CX Government Start-ups Customer Experience 99

Beyond Philosophy

JULY 31, 2019

Because we have frequent thunderstorms and power outages in my Florida home, I recently decided to buy an uninterruptible power supply for my electronics. In another instance, a Florida community that wanted to discourage homeless people from sleeping on park benches placed a divider midway down each bench.

Customer Experience 122

Customer Experience Artificial Intelligence CX Sales 122

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). Customer loyalty has to be earned, now more than ever, making your CX a prime differentiator. Key CX Performance Benchmarks: Using Data to Transform Agent Action into Operational ROI.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Fonolo

MAY 10, 2023

Avaya Engage, June 18-21 Orlando, Florida Avaya Engage is contact center professionals looking to discover what’s next in customer experience technologies. The diverse topics covered include: innovations in workforce engagement, Avaya’s roadmap for the future of CX and discussions about the merits of SIP technology.

Contact Center 87

Contact Center Healthcare Gaming Innovation 87

Beyond Philosophy

MAY 7, 2020

Let me tell you what happened to me when I decided that I was going to change cable companies in Florida. When I took it there, they kept me waiting in the hot Florida sun. Now, to be fair, this is an area that at least my cable company in Florida has improved. They fail to make an excellent first impression.

Customer Acquisition 174

Customer Acquisition Start-ups Transportation Sports 174

Beyond Philosophy

MARCH 8, 2017

However, we are unfortunate enough to have two telecom providers; Virgin Media in England and Brighthouse, now Spectrum in Florida. Telecoms are bad at CX around the globe! In Florida, we are having problems with our service, so I called customer care. Are telecoms rotten at CX? If so, do they service England or Florida?

Customer Experience 124

Customer Experience Engineering Start-ups Gaming 124

Intercom

FEBRUARY 3, 2022

He’s also (and perhaps a bit more relevant to our podcast) a marketing and CX expert, author, and keynote speaker with almost three decades of experience. There is a real estate agent in Florida, his name’s Joe Manuasa, and he’s an interesting realtor because he only represents sellers. Manuasa does the exact opposite.

Real Estate 111

Real Estate CX Social Media Start-ups 111

Beyond Philosophy

NOVEMBER 12, 2022

The post In an increasingly MAD world here are 5 rules for managing uncertainty appeared first on CX Consulting. It’s bloody stressful these days. With so many things we can’t control, feeling uncertain about the future economy is normal. How can we help? Click here to learn more about Beyond Philosophy’s Suite of Services.

Management Consulting 88

Management Consulting Customer Experience CX 88

Steven Van Belleghem

OCTOBER 5, 2022

Trust is free but highly valuable to deliver the best CX. If I tell you that CX should never be “one-size-fits-all” you’ll probably first think about highly expensive AI personalization or something of the kind. One of my favorite “CX in times of Covid stories” comes from Delhaize. 3. Make exceptions for those who need it.

CX 104

CX Customer Satisfaction AI Customer Experience 104

Beyond Philosophy

AUGUST 8, 2016

Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA. The post 5 Things You Can’t Forget about CX During the Vacation Season appeared first on. Follow Colin Shaw on Twitter and Periscope @ColinShaw_CX.

CX 105

CX Entertainment Customer Experience 105

Execs In The Know

NOVEMBER 30, 2021

It’s great for a CX program to have the support of the C-suite, but it’s even better when CX has its very own seat at the table. The Chief Customer Officer (CCO) role isn’t exactly new, but it has never been more essential in cultivating CX excellence. Dan Allen, Union Bank. Deana Perrin, Blue Shield of California. Learn More.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Customer Bliss

DECEMBER 6, 2018

In this past year alone, I’ve had conversations with quite a few leaders in this industry who are working extremely hard to improve CX within their organizations. Alvin Stokes, SVP of CX @CWC_tweets Click To Tweet. Alvin is based in Florida with his wife and five kids. Don’t be afraid to push through with change.

CX Transformation 72

CX Transformation CX NPS Entertainment 72

Fonolo

NOVEMBER 13, 2018

Where: Marco Island, Florida. Where: Fort Lauderdale, Florida. It’s the place where customer care, CX, and CS leaders come together to network and learn. This is one is not to be missed! When: April 7-10, 2019. Follow this event on Twitter here. Smart Customer Service 2019. The opportunities for learning are endless!

Customer Service 108

Customer Service Contact Center Innovation Engineering 108

Beyond Philosophy

JULY 12, 2019

We also discuss the different variables that you need to consider in the way you present your choices to customers as part of your CX Strategy. You see, I live in Sarasota, Florida. It all started with a new public bench. and recently, there have been some interesting changes to the public benches.

Customer Loyalty 96

Customer Loyalty CX Customer Experience 96

Beyond Philosophy

DECEMBER 20, 2017

Here is the reality: As demonstrated again and again, if all employees are not committed to, and supportive of, CX initiatives, the enterprise – in any industry, in any locale – will suffer. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.

CX 68

CX Innovation Customer Experience Customer Service 68

1 to 1

JULY 20, 2020

Brands that invest in CX are winning. Health Insurers: Florida Blue (72.1) Brands also saw a slight increase in CX satisfaction this year. Brands can build a well of CX equity if they embrace a disciplined approach to envisioning, designing, and delivering a consistently high-quality experience. Banks (direct): USAA (78.6)

CX 26

CX Manufacturing Retail Government 26

Execs In The Know

MARCH 25, 2022

While the pandemic certainly highlighted the need for more resilient support models, CX leaders have always struggled to forecast support volume with 100% accuracy and quickly scale operations to meet rapidly rising customer demand. The post Achieving Business Continuity: An ABC Strategy for CX Leaders appeared first on Execs In The Know.

CX 52

CX Contact Center CX Transformation Customer Satisfaction 52

Beyond Philosophy

JANUARY 3, 2017

The First Step in Setting up a CX Initiative. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. The post For Employees to Deliver CX Excellence, Ancient Greeks Had Words For It: Chronos and Kairos appeared first on.

CX 76

CX Customer Loyalty Contact Center Start-ups 76

Kerry Bodine

JANUARY 13, 2016

Orlando, Florida. Walker B-to-B CX Summit. Adaptive Path’s Managing Experience (MX 2016). March 29 – 30, 2016. San Francisco. Media Companies. Loyalty 360’s Loyalty Expo. May 10 – 12, 2016. Analyst Firms. Forrester’s CXNYC 2016. June 21 – 22, 2016. New York City. Tech Vendors. May 17 – 19, 2016. Denver, Colorado.

CEM 48

CEM CX Contact Center Customer Loyalty 48

Beyond Philosophy

JUNE 11, 2020

Now, this was in Florida…in the middle of July. Florida is not a “dry heat.” The post How to Manage Customer Wait Time: The Best Tips From Great Companies appeared first on CX Consulting. When I did, I had to wait outside in the parking lot behind 20 other people. ” Psychcentral.com. 8 July 2018.

Start-ups 161

Start-ups Business Growth Customer Experience CX 161

Beyond Philosophy

DECEMBER 2, 2021

Twenty years ago, we went on a family holiday to Florida. The Small World ride hasn’t changed much since it opened in 1966 (or 1971, in Florida). The post Why Nostalgia is Not Just a Thing of the Past But the Present appeared first on CX Consulting. Disneyland theme park is an example. Subscribe today right here.

Entertainment 88

Entertainment Construction Innovation Customer Experience 88