Horizon CX

MARCH 1, 2021

Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict. As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade. In 2004, D. Randall Brandt at Burke, Inc.

ROI 130

ROI Return on Investment Financial Customer Satisfaction 130

BirdEye

MAY 19, 2023

By analyzing customer survey scores and reading customer comments, these managers can quickly act to resolve customer frustrations. Like the Charles Schwab managers, you can use feedback loops to reduce complaint feedback and connect quickly with unhappy clients to avoid negative consequences to your brand.

Examples 52

Examples Feedback Net Promoter Score Effort Score 52

Feedbackly

SEPTEMBER 26, 2018

64% of people think that customer experience is more important than price in their choice of a brand. Popularity of Customer Experience. Research from Salesforce tells us that 75% of people now expect a consistent experience wherever they engage with brands – be it through social media, mobile, or in person.

Customer Experience 56

Customer Experience Social Media Feedback Customers 56

Beyond Philosophy

FEBRUARY 3, 2015

This delay is a consequence caused by the Paradox of Choice , first introduced to us by Barry Schwartz in his book of the same name in 2004, and then later in his TED talk. Strategy for CTA buttons is all well and good for the online experience, but what about retail experience and the CTAs that help consumers make decisions there?

CEM 60

CEM Retail Consulting Conference 60

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

BirdEye

JANUARY 11, 2023

Social media marketing is the process of creating, managing, and amplifying content related to your business or product on social networks. The main goal is to find ways to engage with your target audience by creating meaningful relationships that drive brand awareness and ultimately lead to conversions.

Social Media 98

Social Media Multi-Channel Advertising Measurement 98