Customer Bliss

MARCH 12, 2020

To build support and consensus around the practice of customer experience, I often tell my coaching clients that the very first thing that you must do is: you’ve got to ring the money bell. That’s how good you were at acquisition. Let’s say you’re selling five product categories.

CX 115

CX Customer Experience Sales 115

C3Centricity

SEPTEMBER 17, 2018

How Can You Provide Better Services For Your Client? The answer is actually in the question itself if you look closely. You’d be amazed how many brands are not competing in the category in which they think they are. Let me give you some examples. Are you sure about yours?

75

75

Intercom, Inc.

JUNE 10, 2020

Also known as Product Intuition or Product Instinct or Product Taste, it is the idea that you can use your own judgment to (1) accurately predict what your customers need, want and value, and (2) design and ship the right solution for them. Who thinks they have it but don’t? What exactly is it? Who has it? Who doesn’t?

B2B 291

B2B Engineering Start-ups Transportation 291

Beyond Philosophy

SEPTEMBER 17, 2020

Do you still have the box your phone came in? Chances are if you own an iPhone, you probably do. It turns out that the use of color and package design, among other aesthetic elements, affects customer behavior more than you might think. . Apple users often hang onto the box their iPhone came in.

Retail 164

Retail Customer Experience CX 164

Fonolo

JULY 5, 2023

Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible. Customer perception describes the way your customers think and feel about your company. Just make sure you fix your mistakes! What is Customer Perception?

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Beyond Philosophy

DECEMBER 16, 2021

However, it is also a losing strategy when you are working at winning over customers from the competition. We discussed this challenge on a recent podcast ; I thought we could cover it here too for those of you with a similar problem. . Instead, you have to make yourself distinctive. . Humans are social creatures.

Education 97

Education CX Customer Experience 97

C3Centricity

SEPTEMBER 14, 2020

Denyse Drummond-Dunn · Is the future of retail in the stars? Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. Will the future of retail be without physical outlets? I remember having a very interesting discussion with a new client a couple of years ago on exactly this topic.

Retail 77

Retail E-commerce Manufacturing Transportation 77

Steven Van Belleghem

NOVEMBER 28, 2023

Where the former phase would show you relevant websites where you could go and look up what you wanted, you now get a relevant text, tailored to your question. Where the former phase would show you relevant websites where you could go and look up what you wanted, you now get a relevant text, tailored to your question.

CX 62

CX Customer Experience Entertainment Gaming 62

C3Centricity

APRIL 29, 2020

Customers will always need to see and try before they buy in numerous categories. So are retail outlets really essential for every category? However, with the move of most major supermarket chains to offer online stores too, plus a few successful online only stores, such as Amazon in the US and Ocado in the U.K. Source: USA Today.

Retail 71

Retail E-commerce Manufacturing Transportation 71

ECXO

AUGUST 9, 2023

But, here’s the question: if your competitors could do the same job, and have similar knowledge, expertise, capabilities and pricing, how do you stand out? In other words, how do you escape a parity trap? Technical competency / product knowledge, professional qualifications and expertise are pre-requisites. They’re a given.

Touchpoint 98

Touchpoint CX Innovation Start-ups 98

Lumoa

JANUARY 24, 2024

Have you ever traveled to a country where you didn’t speak the language? If you have, you must know how exhausting it can be to get help with the simplest of requests. CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

Beyond Philosophy

JANUARY 18, 2017

But Spirit, which was dead last in the customer complaints category, seemed to feel destined to do poorly. Spirit’s communications director thinks the low satisfaction scores are a phase that will pass naturally. When they’re competing with full service airlines, budget airlines lure travelers simply by being a lot cheaper.

Scorecard 122

Scorecard Customer Satisfaction Customer Loyalty Customer Experience 122

Callminer

MAY 11, 2020

Download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition , to learn more about how interaction analytics can help you create a positive company culture and better support your employees to reduce attrition. It’s important that you sympathize with them and let them vent their frustrations.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Intercom, Inc.

NOVEMBER 14, 2018

As a sales leader, that means you have to be able to interpret and use data about your team and organization throughout the sales cycle. As a sales rep, you need to be comfortable understanding the data behind your pipeline. If you’re forecasting short on your global revenue target, do you know how you’ll make up the difference?

Sales 188

Sales Start-ups Finance Gaming 188

Shep Hyken

OCTOBER 11, 2021

I have added my comment about each article and would like to hear what you think too. The topics covered include quick response times, providing self-service options, different ways customers can communicate with you (phone, email, chat, text, etc.), 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan.

Customer Service 69

Customer Service Hospitality Hospitality CX 69

SixteenVentures

JULY 17, 2020

As I stated in 2013, the answer to “What is a good SaaS Churn rate,” was, “you want a churn rate to be ‘as low as possible.'” In my experience, it’s quite often worse… and sometimes much worse (as you’ll see in a second). The lessons are accurate even in 2020. Just make it a non-issue.

B2C 133

B2C Start-ups B2B Customer Acquisition 133

C3Centricity

JUNE 5, 2019

Almost all brands use their own brand image data in a very basic way, but there is so much more that can be done with the information, even without harnessing AI to do it for you! However, what is even more important is how you analyse the data once you have it. This is exactly what happened to me last month. Business Growth.

Business Growth 63

Business Growth Social Media Start-ups Retail 63

Intercom

FEBRUARY 3, 2022

So the question is, what kind of experience do you want to set? Information is an asset – if you create value for prospects, even if it’s not about your products or services, some of them will eventually reward you with their attention, loyalty, and money. It’s great to have you on the show.

Real Estate 111

Real Estate CX Social Media Start-ups 111

Lumoa

AUGUST 23, 2021

Just like receiving a text message on your phone, tone allows for interpretation but being able to see facial expressions and read body language can relay a sense of competency and trust among customers. Before we begin, we’d like to acknowledge the reality that COVID-19 is still an active pandemic. What have we learned during COVID?

Customer Experience 94

Customer Experience Social Media CX Customer Retention 94

Customer Bliss

FEBRUARY 11, 2016

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Embedding competencies into the organization will disrupt their deeply rooted silo-based operations, their definitions and metrics for success and organizational habits. Attitude Shift Required for CX Transformation.

CX Transformation 54

CX Transformation CX Engineering Voice of the Customer 54

Customer Bliss

JUNE 30, 2016

I’d never claim in reality that you can ‘hack’ the system in 17 seconds. I named my podcast The Chief Customer Officer Human Duct Tape Show for just that reason: in this work, you’re typically the ‘duct tape’ of your organization. Customer Experience Strategy, Level 1: The Five Competencies.

Customer Experience 61

Customer Experience Engineering Innovation Start-ups 61

C3Centricity

MARCH 18, 2020

Well, as you yourself know, marketing IS fun, but it’s also a lot of hard work, often close to 24/7 on some occasions. If you work in marketing, you already know the 5Ps – people, place, product, price and promotion. If you can’t give all these details about your customers, then you’re in serious trouble.

Sales 62

Sales Manufacturing Social Media Finance 62

Steven Van Belleghem

DECEMBER 6, 2020

E(verywhere)-Commerce. A long time ago, we had to ‘go to a place’ to shop. When the internet kicked in, we were able to shop from the comfort of our own home, and later even on our mobile phones outside of our houses. But we still had to ‘go’ to a place, albeit virtual. Everything we see will have the potential to become a transaction. versus 8.1%

E-commerce 98

E-commerce Customer Experience Social Media Entertainment 98

Fonolo

JANUARY 9, 2018

You can grab it here , sponsored by our good friends at Genesys. There are a lot of vendors in this category today; at least 50, by my count. In doing so, Twilio flirts with “competing with its customers”. Imagine if someone from this industry time-travelled to 2018 from, say, 5 years ago.

Contact Center 65

Contact Center Social Media Technology Technology 65

SugarCRM

APRIL 2, 2020

Innovation is a key foundation in the business world, but what happens when you aren’t seeing that from your CRM vendor? Are you stuck finding the right solution to your use-case due to lacklustre integrations, complex workarounds, and decaying interfaces? Why do Companies Lack Features?

Innovation 70

Innovation CRM Customer Satisfaction Technology 70

ClearAction

NOVEMBER 26, 2017

I made a commitment to share 50 reasons, over Twitter, to embrace Marketing Operations; one tweet per day over the next 50 days. This shaped my thinking for what I now call Marketing Operations 2.0, Large orgs combining = disparate systems + information silos + competing cultures. Competitive advantage. Customer-centricity.

Non-Profits 70

Non-Profits Compliance Innovation Technology 70

Customer Bliss

SEPTEMBER 27, 2016

At about one per week (plus admittedly I think I missed a week or two), that means we’ve been talking to guests for about six months now. For these accounts, they created an audit divided into two essential categories: Risk. The risk category. It’s been awesome! This week: another great one. About Jennifer.

Healthcare 56

Healthcare Engineering Hospitality Hospitality 56

SugarCRM

OCTOBER 2, 2020

Now that you’ve taken the quiz, let’s find out what your marketer type means. Understanding how to answer those questions is easiest when you not only understand your business but also your very own approach to marketing. 61% of marketers are eager to see results before thinking through tactical implementation.

Technology 48

Technology Technology CRM Sales 48

Help Scout

APRIL 27, 2021

If you have a question you’d love Patto to answer, send it to editorial@helpscout.com. Finding the right balance of excellent soft skills and just enough technical aptitude is a challenge, and I can tell you from personal experience that failing that challenge sucks for everyone involved. How do you help?”

Customer Service 90

Customer Service Start-ups Sales Customer Experience 90

Intercom

MAY 4, 2023

As customer expectations continue to rise and businesses compete ever more for their attention and loyalty, delivering exceptional service is no longer just a nice-to-have – it’s an absolute necessity. Except in matters of security, safety, privacy, health, or ethics, the answer should be yes, unless you offer reasonable alternatives.

Customer Service 52

Customer Service Start-ups Hospitality Hospitality 52

Customer Bliss

MARCH 2, 2018

Are you considering applying for the role of Chief Customer Officer (CCO)? If so, you’ve probably already worked in customer experience leadership in some capacity, and have a reasonably clear concept of what an organization is looking for in a CCO. Will You be Supported in Your CCO Role? . Click To Tweet.

Customer Experience 75

Customer Experience 75

Customer Experience Matrix

JANUARY 27, 2021

Sure, you can build a pickup truck from Lego blocks and you might even do that for fun. But if you actually need to haul something, you’ll go to a dealer and buy one. Platforms don’t change this as much as you’d think, because customers always want the platforms themselves to add more features and make them tightly integrated.

Construction 90

Construction Predictive Analytics Engineering Retail 90

Customer Bliss

MAY 3, 2016

In this podcast, you will hear about the advanced human-centered design techniques Northern Trust is employing to improve both the client and partner experience. In this podcast, you will hear about the advanced human-centered design techniques Northern Trust is employing to improve both the client and partner experience.

Customer Experience 74

Customer Experience 74

Qualtrics

DECEMBER 22, 2020

Understanding human behavior – how and why people act the way they do – can help you design and execute more emotionally engaging experiences. Before you can effectively manage experiences, however, you must understand the needs and preferences of people across your ecosystem. Why human behavior is important to XM.

Construction 49

Construction Technology Technology Customer Experience 49

Beyond Philosophy

JUNE 1, 2015

In another well-documented example, a retailer has used its loyalty program data to identify future mothers before other chains, thus targeting offers to capture both their regular spend and new category purchases as buying habits evolve. Key among these are: Integrate Loyalty Into the Full Experience. Build Partnerships. In the U.K.,

Non-Profits 84

Non-Profits Retail Entertainment Sales 84

C3Centricity

AUGUST 20, 2017

Do you know how you’re going to beat the competition in 2018? So what have you promised your top management? As you know, there are basically only three ways to grow your sales: Get more people to buy. So, how well do you know your current and potential customers? Higher Growth. Be different!

Innovation 48

Innovation Manufacturing Start-ups Customer Acquisition 48

C3Centricity

OCTOBER 29, 2017

From the opening keynote by Sitecore’s new CEO Mark Frost , to the second-day keynote by Kirsten Newbold-Knip p from Gartner, everyone in this tech and data heavy conference understood that data is only as good as the use you put to it. That’s why I want to share my 7-step process for doing just that with you.

Actionable Insights 48

Actionable Insights Start-ups Retail 48