Beyond Philosophy

SEPTEMBER 2, 2019

When organizations talk about loyalty, what they mean is, “the customer gives me all of their business.”. Customers giving you all their business isn’t customer loyalty on its own. Customer loyalty is more than automatic or indifferent behavior. We discussed the two secrets to Customer Loyalty in a recent podcast.

Customer Loyalty 141

Customer Loyalty Net Promoter Score NPS Start-ups 141

Beyond Philosophy

MARCH 31, 2022

Lately, in some of my experiences as a consumer, I feel a sense of Deja vu. It is frustrating as a brand trying to control an image with customers while feeling pressure to raise prices and cut costs. It is frustrating as a brand trying to control an image with customers while feeling pressure to raise prices and cut costs.

Customer Experience 88

Customer Experience Real Estate Start-ups Contact Center 88

Intercom, Inc.

MARCH 25, 2021

This question has been shaping customer experience expert Jeanne Bliss ’s career for as long as she remembers. Jeanne is one of the leading voices on customer-centric leadership. In fact, she wrote her first book, Chief Customer Officer , long before that type of role was even widely known. What will your legacy be?

CX 181

CX Start-ups Business Growth Engineering 181

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”. Alexander M.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Customer Bliss

JANUARY 30, 2020

They work to remove boundaries and pressures that prohibit customer-driven decision making. They honor the human at the end of their decisions, establish a balanced relationship with customers and partners, and put employees in a position to act at work, like they’d act at home. They nurture memory creators who take joy in their work.

Hospitality 86

Hospitality Hospitality Start-ups Innovation 86

Customer Bliss

JUNE 25, 2015

Do you have consensus on how to define the experience you deliver to your customers? Do you have consensus on the stages of the experience? rescuing customers at risk. Have you done the research and work to know what customers value most, what drives them emotionally so that you can build differentiated actions?

CX 63

CX Touchpoint Customer Experience 63

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”. Alexander M.

Customer Service 182

Customer Service Start-ups Education Gaming 182

InteractionMetrics

OCTOBER 16, 2023

Your CEO has come to embrace customer success! And you’ve been tapped to lead a customer experience team. Do you need a lengthy class or book on customer experience principles? Getting Your Team on Board But first, how important is the customer experience? As for the customer journey?

Customer Experience 52

Customer Experience Net Promoter Score Retail CX 52

ClearAction

DECEMBER 12, 2017

Customer Centric Service Design Lynn Hunsaker. Imagine the power of pictorially summarizing your customer survey results so that stakeholders can understand possible customer experience improvements within 10 minutes! 2) What is going to be built? 3) How will the solution work for the customer?

Data Mining 54

Data Mining Customer Feedback Innovation Customer Satisfaction 54

Experience Investigators

JULY 12, 2022

What does building a Voice of The Customer (VoC) program from the ground up look like? Typically, it’ll start with a general plan on how an organization is going to gather customer feedback — a plan that typically includes Customer Listening Posts. What are Customer Listening Posts? What feedback to gather.

VOC 52

VOC Close the Loop Social Media Voice of the Customer 52

Doing CX Right

OCTOBER 20, 2020

Who are your favorite companies, and what makes you brand loyal? Customers, including me, spend triple the price at Starbucks compared to other local coffee shops. Customers, including me, spend triple the price at Starbucks compared to other local coffee shops. Leverage the Voice of Customer ( VoC ) In Everything You Do?? .

Gaming 69

Gaming VOE VOC Close the Loop 69

PeopleMetrics

JANUARY 28, 2021

3 Business Lessons from Customer Experience Entrepreneur Sean McDade PhD. Sean McDade: I just want to thank every employee who's ever partnered with me at PeopleMetrics and every client. Audrey Squaresky: I'm Audrey Squaresky - I'm the Director of Customer Experience here at PeopleMetrics. Watch on YouTube. ? ? ?.

CX 62

CX Pharmaceutical Start-ups Text Analytics 62

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

Customer Bliss

MARCH 3, 2015

The information and experience you gain by working through the customer experience competencies and holding people accountable to customer metrics will condition the organization to redevelop the customer experience for greatest marketplace differentiation.

Touchpoint 79

Touchpoint Innovation Customer Experience 79

Zendesk

DECEMBER 2, 2020

Make sure marketing, fulfillment, and customer service agree on realistic expectations for the holiday season, and have a plan for how to handle “moments of truth” such as late deliveries. While some customers may be cutting back on holiday spending, e-commerce sales are up 32 percent this year.

E-commerce 76

E-commerce CX Net Promoter Score Artificial Intelligence 76

Customer Bliss

JUNE 25, 2015

Do you have consensus on how to define the experience you deliver to your customers? Do you have consensus on the stages of the experience? rescuing customers at risk. Have you done the research and work to know what customers value most, what drives them emotionally so that you can build differentiated actions?

CX 40

CX Touchpoint Customer Experience 40

SurveySensum

JULY 4, 2023

We started shopping online more because it was safe at that moment. According to the ‘ State of the In-Store Experience 2021 ’ by Radiyant, it was found that 47% of the respondents estimated that they have spent 51% of their shopping budget in physical stores. But later on, it became convenient too. Online shopping became more popular.

Retail 52

Retail Touchpoint Social Media Customer Survey 52

SurveySensum

JULY 4, 2023

We started shopping online more because it was safe at that moment. According to the ‘ State of the In-Store Experience 2021 ’ by Radiyant, it was found that 47% of the respondents estimated that they have spent 51% of their shopping budget in physical stores. But later on, it became convenient too. Online shopping became more popular.

Retail 52

Retail Touchpoint Social Media Customer Survey 52

Lumoa

MAY 21, 2018

Who in an organization should own the customer experience? The truth is, large part of the organization does indeed influence customer experience. Most of the functions in an organization have something to do in improving the customer experience. Marketing is about creating brand experience.

Customer Experience 130

Customer Experience Invoicing Finance Net Promoter Score 130

ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g.

Customer Experience 71

Customer Experience CX Legal Customer Experience Management 71

Execs In The Know

FEBRUARY 14, 2023

Customer experience (CX) leaders and professionals have especially taken notice, as there has never been a chatbot that is seemingly so smart and capable. Customers have been underwhelmed as well, as a recent study by Ujet 1 found that 72% of people consider chatbots to be a ‘waste of time.’

CX 52

CX AI Compliance Gaming 52

ClearAction

JANUARY 20, 2020

2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

CXM 90

CXM Non-Profits Close the Loop CX 90

CX Journey

APRIL 25, 2018

Customers are yearning for better experiences. But what are you doing to design a better experience? How do you know what your customers’ expectations are? Are you listening to customers? Are you mapping their experiences? Those are marketing tools and are too high level for customer experience design.

Mystery Shopping 58

Mystery Shopping Touchpoint Start-ups Education 58

Waypoint Group

DECEMBER 18, 2019

[This week’s post provided with our thanks by Paul Piazza , head of global Customer Success and Support for Reciprocity Labs, providers of ZenGRC. Customer relationships are constantly evolving. Onboarding completes their tasks and is replaced by Customer Success (CSM). Click here to see the full -size of the above image].

B2B 40

B2B Start-ups B2C Customer Satisfaction 40

ClientSuccess

MAY 8, 2020

Dear SaaS CEO’s, Now, more than ever, is the time to double-down on your customers AND customer success within your company. . Despite the many “experts”, “advisors”, and even board members who are trying to give you guidance on how to navigate this crisis, there’s no “playbook” to follow. And that reality is so painful.

Outlook 83

Outlook Engineering Sales Start-ups 83

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. The growth-generating strength of your customer experience efforts hinges on how customer-centered your business is.

Business Growth 74

Business Growth Non-Profits Sports Innovation 74

SugarCRM

FEBRUARY 9, 2023

Customer churn happens when organizations fail to meet customer expectations. Companies are shifting their priorities from growth at all costs to adding value for their existing customers. What Is Churn Rate? Customer churn is a simple concept, a metric that helps you understand the health and coherence of a business.

Net Promoter Score 26

Net Promoter Score Customer Acquisition Outlook Social Media 26

SurveySensum

APRIL 30, 2020

In 2003, a loyalty consultant Fred Reichheld proposed a simple method to measure customer loyalty, called the Net Promoter Score® (NPS®) system. The success of NPS lies in the fact that your current customers stay with your brand while helping you get more business year on year. How do you get loyal customers?

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Close the Loop 52

ClearAction

DECEMBER 31, 2017

What is Customer Experience Improvement? What more could you wish for than 288% higher lifetime value of your key accounts? That’s really the goal of customer experience management, whereas recommendations, high survey scores, repeat purchases, and so forth are all means to this end. Lynn Hunsaker.

Customer Experience 54

Customer Experience VOC Non-Profits Customer Experience Management 54

SurveySensum

MAY 20, 2020

It is based on your ability to change faster than your competition, customers, and business. With the situation, there has been a change in the mindset of customers. How will COVID-19 affect Customer Experience? Change is a chance to survive; we should embrace this change and move forward with lots of positive energy.

Social Media 52

Social Media Customer Experience Healthcare Non-Profits 52

Customer Bliss

MAY 5, 2015

To make sure your customer experience work stays on track, you need to constantly manage these seven inhibitors of customer experience success: Inhibitor 1: Starting with a Mantra, Not an Action Plan . Inhibitor 2: Not Defining the Customer Experience and Gaining Alignment on the Path of Actions.

Customer Experience 75

Customer Experience Net Promoter Score VOC Start-ups 75

Zendesk

SEPTEMBER 28, 2021

You must keep up with constant changes in buyer behavior while connecting with potential customers, nurturing leads, and closing deals—all in hopes of hitting your sales targets. Tyler Pavlas, a senior account executive at Air , explains that “the fastest way to drill down into a prospect’s pain points is with genuine curiosity.”

Sales 52

Sales Social Media Gambling Start-ups 52

Lumoa

MAY 21, 2018

What roles should own the customer experience in an organization? The truth is, large part of the organization does indeed influence customer experience. Most of the functions in an organization have something to do in improving the customer experience. You can see the very surprising results below.

Customer Experience 64

Customer Experience Invoicing Finance Net Promoter Score 64

SugarCRM

NOVEMBER 12, 2020

People who can close the deal tend to be great with communication, building relationships, active listening, organization, time-management, dealing with conflict, and collaboration. The data that they do gather may be colored by these instincts and their previous experience. And there’s a reason for that.

Sales 26

Sales Data Entry CRM Customer Loyalty 26

Steven Van Belleghem

MAY 19, 2020

It seems almost weird to me, considering the nature of contact centres offering remote voice advice to customers, that so many of them seemed to be asking their service employees to work at the office. The result often is happier customers. Here are the components of the contact center of the future: A Hybrid Model. Trust your talent.

Contact Center 52

Contact Center Start-ups E-commerce Innovation 52

Intercom, Inc.

JANUARY 19, 2021

But as the self-referential adage of Hofstadter’s Law goes, “It always takes longer than you expect, even when you take into account Hofstadter’s Law.” But as the self-referential adage of Hofstadter’s Law goes, “It always takes longer than you expect, even when you take into account Hofstadter’s Law.”

Start-ups 272

Start-ups Engineering 272

Intercom, Inc.

JANUARY 31, 2019

We’ve thought about this truth a lot during the last few months at Intercom as we’ve been going through our annual planning. As part of the process, we’ve spent a lot of time reviewing who we should be selling to these days, and how we should be selling to these customers. Steli Efti on understanding your customers.

Sales 165

Sales Start-ups CRM Engineering 165