Steven Van Belleghem

OCTOBER 18, 2023

The wrong priorities ‘Before we start with the customer experience part, I want to give you a quick update on our financial results and how far we deviate from our targets,’ the CEO goes on and on overwhelming employees with 10 minutes of tables, graphs, red and green numbers and arrows pointing hither and yon.

Start-ups 57

Start-ups CX Innovation Customer Experience 57

Aquire

SEPTEMBER 18, 2021

If you really want to get ahead of your competition, you should have a great customer experience strategy. But, a CX strategy doesn’t come naturally — it takes deliberate effort to find what resonates with your target audience and offer them personalized and efficient service. What is a customer experience strategy?

Customer Experience 98

Customer Experience Social Media AI Predictive Analytics 98

Shep Hyken

AUGUST 16, 2021

Here are my top five picks from last week. Unfortunately, some companies or brands lose sight and focus too much on the tech and end up losing their human-to-human connection. 4 Ways to Build a Stronger Brand-Consumer Relationship Using Social Media by Jonathan Riff. Small Business Trends) Customer service in the U.S.

Customer Service 85

Customer Service Social Media Contact Center Technology 85

MattsenKumar

OCTOBER 12, 2023

Third-party vendors and service providers can manage client requests, policies, and brand voices for quality customer satisfaction. Our blog post discusses outsourcing customer service to meet modern expectations. As per data by Helplama , 54% of all companies use third-party support teams to connect with customers.

Customer Service 84

Customer Service Customer Satisfaction Contact Center CRM 84

ClearAction

MAY 14, 2024

In this Part 2 of 3 article series, we’re building on the 8 points explained in Better Measurement : 8 Voice of Customer Keys to CX ROI. Higher internal engagement in using customer insights for seamless journeys? Start there and continue here in designing your VoC methodology: 9. Technology? Look for patterns.

VOC 48

VOC Data Mining Finance Touchpoint 48

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. To help you out, we have listed our top 10 must-read customer experience books. Specifically, included in the tips and strategies in the book are our top culture-changing tools that move an organization to be more customer-focused.”

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

SurveySensum

JULY 26, 2023

It is far more expensive to acquire new customers than to retain existing ones and brands understand that. Recognizing this, many brands have shifted their focus toward customer retention strategies. An excellent example of a brand that has successfully built customer loyalty programs in the retail industry is Starbucks.

Customer Retention 52

Customer Retention Retail Social Media E-commerce 52

CSAT.AI

APRIL 26, 2023

That was up 10% over 2021 and projected to increase this year and beyond. Customer service was one of the top six services for outsourcing in 2022 at 19%. A smaller brand with one or two support employees plus automated options may need to outsource when customer needs exceed bandwidth. So, if that’s you, you’re far from alone.

Customer Service 82

Customer Service Sentiment Analysis Sports Start-ups 82

Shep Hyken

FEBRUARY 28, 2022

Here are my top five picks from last week. It’s Time to Change How We Build Companies & Brands by Chris Malone. Fidelum Partners) As the COVID-19 pandemic subsides, we need to change the way we think about and build companies, brands and customer relationships. My Comment: Here’s a new idea.

Customer Service 65

Customer Service CX Customer Loyalty Retail 65

Intercom, Inc.

JUNE 16, 2020

Over the last 10 years, this thinking has come undone. As consumers we know this all too well – our relationships with brands are built through our many interactions, oftentimes mundane, with frontline employees. They share their proven strategies for increasing customer loyalty and, ultimately, the business’s bottom line.

Customer Loyalty 237

Customer Loyalty Social Media Gaming Customer Relationship 237

Lumoa

JANUARY 2, 2023

It does this by asking customers to rate their experiences based on a scale of 0-10, with 0 being the least satisfied and 10 being the most. NPS divides customers into three categories: Promoters: are very satisfied with the company they’re talking about and will highly recommend it to others; they rate 9 or 10 on the scale.

Net Promoter Score 83

Net Promoter Score NPS Customer Satisfaction Customer Feedback 83

Zendesk

MARCH 23, 2023

His first tip: If you’re stuck in a growth rut or trying to hone in on your brand vision, find those superfans who believe your product isn’t just another piece of software. You spend 10 units of effort for the boulder to move an inch. But as you get closer to the top, it requires less effort.

Engineering 52

Engineering Technology Technology 52

Shep Hyken

JUNE 17, 2022

He shares the five consumer trends organizations can use in their next campaigns and strategy. It’s difficult to stay on top of everything as a small business owner, especially in today’s fast-paced environment. Use this information to inform future strategies and campaigns your business will be running. .

Social Media 61

Social Media Retail Gaming Sales 61

Zendesk

MARCH 2, 2023

The retail industry is constantly evolving, and businesses and retailers need to stay on top of the latest trends. Top 5 trends in the retail industry Meeting shoppers where they are Phygital retail Retail experience in the metaverse Return process incentives Hyper-personalization Why are retail trends important?

Retail 52

Retail Net Promoter Score Customer Loyalty Business Administration 52

Execs In The Know

MARCH 16, 2023

An organization’s ability to adapt to change, build the business case for investments, and leverage partnerships to get ahead will continue to separate the market winners from losers in the years to come. In fact, Roku was recently recognized as one of Fast Company’s top 10 most innovative companies in North America.

Contact Center 97

Contact Center Innovation AI Technology 97

Steven Van Belleghem

OCTOBER 15, 2023

It’s the result of a potent blend of storytelling, branding, and crafting unforgettable customer experiences. Here are 10 Customer Experience lessons we can learn from this amazing company. Disney truly makes sure that everything is 100% consistent with their brand and story. Not one detail is left to chance.

Entertainment 67

Entertainment Non-Profits CX Gaming 67

Zendesk

FEBRUARY 12, 2024

Top 35 customer service and customer support podcasts Conversations with Zendesk The Modern Customer Podcast CX Pulse Podcast CXChronicles Podcast Customer Service Academy Customer Service Revolution Customer Experience Superheroes Amazing Business Radio Future of Customer Service Crack the Customer Code Experience This!

Customer Service 52

Customer Service Customer Retention CX Social Media 52

SurveySensum

DECEMBER 1, 2023

Nine out of ten customers these days will read the reviews for a brand before they buy a product. Research shows that 86% of buyers are willing to pay more to a brand known to offer higher quality and better customer experience! All this makes customer feedback one of the most valuable tools for brands to gain a competitive advantage.

Customer Feedback 52

Customer Feedback Social Media ML Start-ups 52

Steven Van Belleghem

NOVEMBER 27, 2022

To be blunt, it is certainly not their problem that you had to cut costs because your energy bill is 10 times as high as last year’s. Their energy bill is 10 times as high too. A trend that really ties in with this top gun effect, is that the days that manipulation of customers was acceptable are coming to an end. Bright CX.

Customer Experience 96

Customer Experience CX Start-ups Gaming 96

ECXO

JUNE 15, 2021

It’s a companywide mindset and strategy that’s based on putting your customer first, and at the core of your business. It is the customer experiences that drive customer satisfaction, customer retention, customer life time value, enhanced brand image, recommendations and revenue. SHARE ARTICLE. Share on facebook. Share on twitter.

Customer Satisfaction 119

Customer Satisfaction B2C Omnichannel CX 119

Shep Hyken

MARCH 21, 2022

Here are my top five picks from last week. 15 Stats About Post-Covid Customer Service by Blake Morgan. Forbes) As the pandemic starts to subside and the dust starts to settle, companies can move from survival mode to preparing for the future and adjusting to changes and trends in the post-Covid world.

Customer Service 61

Customer Service Retail Customer Satisfaction AI 61

Zendesk

FEBRUARY 22, 2023

In this guide, learn more about omnichannel retailing, its benefits, upcoming trends, and how to craft an omnichannel strategy. Benefits of omnichannel retail Examples of omnichannel in retail Omnichannel retail trends for 2023 How to build your omnichannel retail strategy What is omnichannel retailing?

Omnichannel 52

Omnichannel Retail Social Media Customer Journey Map 52

SurveySensum

JULY 17, 2023

Do you have a favorite brand that you love to shop from even if you have absolutely no shopping requirements but go there just for the experience? Because I do and that brand for me is IKEA. The same goes for the brand’s online store. Honestly, I go to IKEA whenever I feel bored and have nothing else to do. But how to do that?

Retail 52

Retail Customer Experience Sports Touchpoint 52

SurveySensum

JULY 17, 2023

Do you have a favorite brand that you love to shop from even if you have absolutely no shopping requirements but go there just for the experience? Because I do and that brand for me is IKEA. The same goes for the brand’s online store. Honestly, I go to IKEA whenever I feel bored and have nothing else to do. But how to do that?

Retail 52

Retail Customer Experience Sports Touchpoint 52

SurveySensum

SEPTEMBER 1, 2023

We live in a world where 93% of users don’t take any action before reading a review about a brand. When you have all the survey information, you can use it to boost your marketing strategy. In this post, we’ll go through the top reasons why you should incorporate customer surveys in your marketing campaign.

Customer Survey 52

Customer Survey Text Analytics Close the Loop Start-ups 52

Zendesk

DECEMBER 8, 2021

Use these customer service statistics to your advantage to help your company build a better CX. Based on this stat, brands can assume that excellent customer service will be increasingly crucial for building customer loyalty and long-term success. Sitel Group ).

Customer Service 98

Customer Service Social Media Artificial Intelligence Omnichannel 98

Shep Hyken

DECEMBER 13, 2021

Here are my top five picks from last week. In this case, it’s Jeff Steen sharing his thoughts on a Seth Godin blog post. ranks the top U.S. brands of 2021 based on shopper sentiment. My Comment: What retailers get top marks for delivering great customer service? No surprise with any of these “rock star” brands.

Social Media 74

Social Media Customer Service VOC Retail 74

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So it’s important to listen closely and understand what customers want from brands – that’s where the voice of the customer comes in.

Customer Feedback 83

Customer Feedback VOC Net Promoter Score NPS 83

Steven Van Belleghem

NOVEMBER 21, 2023

Culture Built My Brand: The Secret to Winning More Customers Through Company Culture, by Mark Miller & Ted Vaughn (2021) Too many executive leaders settle for inadequate employee performance, mediocre outcomes, and unremarkable earnings. In this brand-new book, I explain how to transform that diamond in the rough into a shiny diamond.

Innovation 62

Innovation Customer Service Retail Customer Experience 62

SurveySensum

FEBRUARY 1, 2024

Trustpilot says 9 out of 10 people read reviews before buying something, and 66% trust a brand more if they see good online reviews. Building Customer Loyalty : Listening to customers builds trust and loyalty, making them more likely to stick with a brand. Let’s see how we can do that.

Customer Feedback 52

Customer Feedback Innovation Social Media Start-ups 52

ClearAction

JUNE 25, 2023

First, shared vision and coordinated actions are top success factors for sustained, urgent momentum in experience improvement. Imagine your employee experience strategy focusing managers firmwide on employees’ self-described purposes for their relationship with your brand. ClearAction.com/experience-leadership-mastery Why?

CXM 62

CXM Touchpoint Start-ups CX 62

Aquire

FEBRUARY 24, 2022

But in recent years, SMS has emerged as a powerful marketing channel for more and more ecommerce brands. In fact, a study of 4,000+ brands from Cyber Week 2021 found that: Businesses sent more than 1 billion text messages to consumers — more than double what they sent in 2020. More than 8.5 More than 8.5

Compliance 64

Compliance Start-ups Government B2B 64

CommBox

SEPTEMBER 20, 2021

Furthermore, about 90% of consumers expect brands and organizations to offer an online portal for self-service. From a business perspective, 69 % of decision-makers see self-service as a significant part of their service strategy. 10 Facts you should know about Chatbots . 10 Facts you should know about Chatbots .

AI 96

AI Customer Service B2C Real Estate 96

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Or maybe it is because the quality of our posts is always improving and we share more regularly. Should it be Both?

Hospitality 71

Hospitality Hospitality Actionable Insights Artificial Intelligence 71

Aquire

AUGUST 11, 2021

With 66 percent of businesses saying they’ve seen an increase in requests coming in through digital channels, according to Salesforce, any company — regardless of vertical — stands to benefit from digital customer experience strategies that work. 14 digital customer experience strategies. Build connections through personalization.

Customer Experience 105

Customer Experience Omnichannel AI Social Media 105

C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. This post has been amongst the top articles on C3Centricity for many years. Is Packaging Part of Product or Promotion?

Hospitality 62

Hospitality Hospitality Actionable Insights Artificial Intelligence 62

Zendesk

JUNE 30, 2022

Converting brand-new leads costs anywhere from 5 to 25 times more than retaining existing buyers. In this guide, we’ll explain what after-sales service entails and reveal 10 core activities that can improve your after-sales statistics. Why is post-sale service important? Deepen brand loyalty. Raise brand value.

Sales 98

Sales Non-Profits Customer Retention Social Media 98