Heart of the Customer

AUGUST 4, 2016

So why do so many teams try to win at CX with only a partial team? The post CX is a team sport. You’d never try basketball without guards. 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 […].

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Sports Non-Profits CX Retail 74

VOZIQ

FEBRUARY 1, 2023

Here are three significant reasons why customer retention is an agility sport. This blog was Originally published at Customerthink The post Three Reasons Why Retention is an Agility Sport appeared first on VOZIQ AI. Your retention strategy must be proactive. AI and machine learning play a crucial role in ensuring that.

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InteractionMetrics

SEPTEMBER 13, 2023

But another reason is that without knowing it, many B2B’ers may rely on a consumer approach to CX when, in fact, B2B CX is different in five key ways. B2B CX Differences: B2B customers spend more per sale and over time. To discuss the unique nature of B2B CX and its impact on your surveys and the customer journey, get in touch.

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Myra Golden Media

MAY 9, 2022

On the other hand, CX Champs understand that customer experience is a team sport and takes a lot of different elements. On the other hand, Chumps have little insight into vital CX metrics, creating interdepartmental silos and a disjointed customer experience.

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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.

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Sports CX Customer Experience Customer Loyalty 49

Experience Investigators

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. This may sound contradictory for a CX professional to say.

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Net Promoter Score CEM CX Customer Experience 52

ClearAction

OCTOBER 25, 2022

Assessment for Almost-Automatic CX Excellence Lynn Hunsaker. To propel your firm to world-class performance, an assessment for almost-automatic CX excellence is now available. You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career.

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CXM CX Sports Customer Experience Management 71

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. It totally makes sense, knowing that Belgians have on average more than €160 worth of unused sports equipment at home.

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Sports Retail CX Customer Experience 136

Experience Investigators

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. Any CX charter should address the following six components: What is Our CX Vision?

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CX Net Promoter Score Government NPS 130

Steven Van Belleghem

SEPTEMBER 28, 2022

And so, today, I wanted to write something about how fostering a positive attitude in life can help us create better CX. Positivity and optimism are essential when it comes to innovating in CX. Try to create a fun and feel-good environment, maybe with Friday network drinks or team sports as a work break.

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Heart of the Customer

DECEMBER 18, 2018

Applied to CX, it’s when you focus only on existing customers and ignore those who have left. There’s a national sports bar which saw its CX scores continually improving. […]. The post Survivor Bias is a Big CX Measurement Risk appeared first on Heart of the Customer. It is a specific type of selection bias.”

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Zendesk

MAY 25, 2022

I have been working in CX for six or seven years. But only when I joined Tymeshift did I feel like I’d really entered the CX community, learned the ins and outs, and saw how important it is: not just for me, but for my whole company. So if you’ve just dropped in on the CX scene, let me help you get up to speed.

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CX Social Media Start-ups Sports 98

Experience Investigators

JULY 26, 2022

CX teams that collaborate cross-functionally are 27% more likely to have a high or very high Return on Investment (ROI) of their CX program , according to the 2022 State of CX Report from GetFeedback. A lack of a universal view of CX means that any buy-in gained requires a lot of definition and communication with each leader.

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Experience Investigators

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). Let’s examine how CX influences EX and vice versa, and share proven ways to align your efforts (and drive lasting success!) And you can partner with HR to reinforce CX at every step of the employee journey. in both areas.

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Customer Experience Net Promoter Score Customer Journey Map CX 94

MyCustomer Experience

AUGUST 31, 2021

WAs I highlighted in an earlier article ‘Taking a healthy approach to retail cx’ , people looking for sports and activewear have specific. 31st Aug 2021. By Emma Newman Client Success Director.

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CX Sports Retail 52

Aquire

DECEMBER 21, 2021

In our personal lives, that could be learning a new language, playing a sport, or making origami frogs (true story). For customer service, there’s a straightforward solution: pull every CX tool together into one centralized platform. The post 6 New Year’s Resolutions to Improve CX in 2022 appeared first on Acquire.

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ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. We all learn from each other in CX is one way CX is a team sport. Controlling Touchpoints Model.

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Sports CX Scorecard Touchpoint 62

Steven Van Belleghem

DECEMBER 6, 2021

Customers are smarter than ever and know what a good CX looks and feels like. Jeremiah Owyang, Tech Analyst @ Kaleido Insights: Brands are using NFTs to Drive Customer Engagement and Loyalty for their CX Strategy. There are two thoughts I have on CX in 2022 and beyond. Our role as CX leaders is to prepare as best we can.

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CX Customer Experience Non-Profits Social Media 123

Fonolo

DECEMBER 8, 2023

Contact center trends move fast, which makes trend-spotting an invigorating sport for those who dare to participate! We live in an era of big data, AI, and automation, and the trends that matter in CX this year begin with the abilities – and pain points – ushered in by this technology.

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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. appeared first on CX Consulting. Why What We Believe Is Sometimes Just Wrong!

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Sports Customer Experience CX 114

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.

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Customer Service Sports Start-ups Retail 142

Steven Van Belleghem

MAY 29, 2022

More traditional companies like Walmart are experimenting with it as well, looking into their own currency, creating metaverse shopping experiences or looking into digital sports. 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?

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CX Non-Profits Social Media Pharmaceutical 120

Beyond Philosophy

FEBRUARY 17, 2020

It’s not a general situation where the AI has to know everything about all things, including random comments a customer might make on the call about a recent victory (or defeat) of a sports team. The post Where AI Meets CX: How Conversational Commerce Effects Customer-Driven Growth appeared first on Customer Experience Consulting.

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AI Social Media Artificial Intelligence CX 166

Shep Hyken

OCTOBER 4, 2022

Shep Hyken interviews Gregorio Uglioni, a customer experience specialist, host of CX Goalkeeper , and author of Customer Experience 4 (CX4). Top Takeaways: Customer service is a team sport where different experts and teams empower and learn from each other to provide an amazing customer experience.

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Zendesk

JUNE 14, 2022

Founded in 2010 by former Wall Street trader Joe De Sena, Spartan Race is one of the globe’s fastest-growing sports, with more than 1.2 Varney also used her own not-so-great experiences with other brands’ chatbots to improve Spartan Race’s CX. The post Let’s get physical: A CX Moment with Spartan Race appeared first on Zendesk.

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Beyond Philosophy

JULY 25, 2020

Despite overwhelming evidence to the contrary—and even regular common sense—we think that if we do things in a certain way, we can influence what happens around us, particularly during sporting events. The post Why You Think You Are In Control When You Are Not appeared first on CX Consulting. Key Takeaways. Click here find out more.

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MyCustomer Experience

MARCH 31, 2022

CIf you’ve been a reader of Blue Ocean’s blog for any length of time, you probably know we love sports and particularly baseball. 31st Mar 2022. By BlueOceanContactCenters.

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Sports CX 52

MyCustomer Experience

MARCH 31, 2022

CIf you’ve been a reader of Blue Ocean’s blog for any length of time, you probably know we love sports and particularly baseball. 31st Mar 2022. By BlueOceanContactCenters.

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Sports CX 52

Zendesk

AUGUST 27, 2021

We all want to know the secret to be exceptional in our craft, whether we are striving to be a best-in-class agile CX leader , a high-performing customer service representative, or the go-to IT manager. How CX leaders can keep support top of mind for CEOs.

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Shep Hyken

MAY 23, 2022

(CustomerThink) Your growth at every level — financially, reputationally, professionally, and personally — is superior when customer, employee, and partner experience are managed as a team sport. Deliver Frictionless CX for Today’s On-the-Go Consumers by Einat Weiss, NICE CXone. (No If you’re not, still read it.

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Customer Service Sports CX Customer Experience 57

ClearAction

JUNE 8, 2015

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. Such a loose confederation would never fly in sports!

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Sports Customer Experience Scorecard CX 94

Lumoa

FEBRUARY 6, 2018

If your business isn’t interested in CX then it’s effectively saying “we don’t care who buys our product, as long as somebody does” – this WILL find you out in today’s connected, empowered world. That few seem to understand that CX is a long term programme of transformation that cannot be measured in 12 week quarterly financials.

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Shep Hyken

JANUARY 18, 2022

The Four CX Pillars. Shep Hyken interviews Adrian Brady-Cesana, author of The Four CX Pillars to Grow Your Business Now: The Customer Experience Manager Playbook , and host of The CXChronicles Podcast. They discuss the four CX pillars: team, tools, process, and feedback. Team: Constantly train, evolve and optimize your CX team.

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Sports CX Customer Experience Management Customer Feedback 72

Beyond Philosophy

NOVEMBER 11, 2023

21:07 We encourage John to sponsor a sports stadium, or at least a local soccer team, because sponsorships are a great way to build awareness. Here are some other key moments in the discussion: 06:09 We share the first tactic, Affiliated Marketing, which allows you to recruit others to present and close your product on your behalf.

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Sports Sales CX 78

Fonolo

SEPTEMBER 13, 2018

As Lawrence Martin of the Globe and Mail writes: “In the context of its celebrated history, our national sport is clearly past its prime, clearly on the decline … Hockey’s heyday was the Cold War era, 1950 to 1990. It was then that … hockey became an identity sport, occupying a role in society much grander than that of a game.”.

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Sports Gaming Contact Center Social Media 83

Experience Investigators

APRIL 27, 2021

Yes, according to data from SurveyMonkey, 89% of C-level executives say they are “extremely invested” in CX, but we know that 89% of budgets don’t reflect that commitment. Many CX leaders are asked to simply do more with less. But the CX leaders I know, whether or not they have customer experience in their title, are fighters.

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Customer Experience Invoicing Customer Journey Map CX 105

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. Carolyne Matseshe-Crawford @fanatics #CX #CustExp Click To Tweet.

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Sports E-commerce Customer Experience Legal 78