InMoment XI

JULY 20, 2023

And I wouldn’t be the true customer experience nerd that I am if I didn’t ask: “Could we customer experience (CX) professionals leverage ChatGPT customer experience survey questions?” On the surface, it seems like an obvious application for a ChatGPT customer experience approach. Hopefully, you answered no.

Survey 379

Survey Customer Experience Customers Data 379

InMoment XI

DECEMBER 21, 2021

Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior. Positive customer experience with employees at your company has a far greater impact on loyalty than does satisfaction with a product or service.

Customer Experience 529

Customer Experience Loyalty Course Advertising 529

Customer Alignment

APRIL 25, 2017

“If I’d only known that being nice to customers was going to be so good for my business, I would have done it years ago.” So said Michael O’Leary, Ryanair’s CEO as profits jumped 66% in October 2015 following the implementation of a number of customer-led initiatives. Are we going to say sorry for our lack of customer service?

Customer Experience 40

Customer Experience Customer Journeys Leadership How To 40

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. But what mix of live agents versus AI is best for your business?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. But with this new height of significance, is customer success really something you can outsource?

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers.

Customer Experience 423

Customer Experience Social Media Customers Video 423

InMoment XI

MAY 3, 2022

Insurance brands have a unique set of challenges to overcome in order to find the valuable customer experience (CX) data they need to improve experiences. Insurance customers are buying into a long-term relationship, which means building brand trust is extremely important to keep customer retention rates high.

Insurance 493

Insurance Tips Data Return on Investment 493

InMoment XI

JULY 7, 2022

When customers are looking for a solution to a problem, they will often turn to a company they trust. For example, if a customer is looking for a quick OTC pain reliever, they may turn to Tylenol over a drugstore generic alternative because they know the brand and trust it. Elements of Brand Equity. Brand Perception.

Brands 492

Brands How To ROI Social Media 492

InMoment XI

DECEMBER 3, 2021

Recently, though, I had the privilege of participating in these conversations at our Inclusive Experiences Exchange, and what follows are the key takeaways I believe organizations like yours can (and should), utilise as you strive to design experiences that work for the wider customer community. Mistakes Will Be Made.

Brands 493

Brands Social Media Travel Groups 493

InMoment XI

APRIL 7, 2022

For many years now, conventional wisdom has held that the best way to listen to as many customers as possible is to turn every customer listening post within your customer experience (CX) program on and simply capture all insights that come your way. Where the Drive for Data Came From. Applying What You’ve Learned.

Customer Experience 529

Customer Experience Data Connections Customers 529

BlueOcean

NOVEMBER 13, 2023

Keep your finger on the pulse of the industry. As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. How are they overcoming new challenges?

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

C3Centricity

MARCH 25, 2024

I believe it is because their ROI is longer-term and often difficult to prove. So I decided to do just that with this post, but first a warning; customer understanding is being lost! But there is something that you can do to increase the ROI of your spending, which is something the C-suite has long demanded of marketing departments.

Marketing 226

Marketing ROI Analysis B2C 226

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Experience Investigators by 360Connext

APRIL 11, 2023

” Where does quality fit in the context of customer experience? Well, I’m betting your definition of what quality means to your customers might just differ from their version. So what’s the definition of a “quality” customer experience for these banking customers? They don’t care about your product.

Customer Journeys 162

Customer Journeys Banking B2B Healthcare 162

Kerry Bodine

JANUARY 27, 2021

I see that same optimism in the aspiring and veteran customer experience professionals that I have the pleasure of working with every day. And to be honest, I believe that deep-seated optimism is key to success in this field. Mark your bingo card.). Yup, I said it. Unprecedented change.

eBook 317

eBook Customer Experience Professionals Customer Experience Resources 317

ShepHyken

APRIL 9, 2024

What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. They found that up to 40% of satisfied customers don’t come back – even though they are satisfied! Our customers are smarter than ever when it comes to customer service and experience.

Customer Service Training 140

Customer Service Training Customers Customer Service Study 140

C3Centricity

DECEMBER 5, 2023

This post discusses how to use AI to enhance customer experience with another AI, authentic interactions. Although AI-driven interactions have made significant progress, it is time to take them to the next level by integrating authentic interactions with AI to deliver exceptional customer experiences.

Interaction 226

Interaction Guidelines Chatbots System 226

Experience Investigators by 360Connext

AUGUST 29, 2023

”I love how you discuss the difference between customer service and customer experience. I work with people who really believe they understand customer service so there’s nothing to worry about. How do I get them to see that we should focus on customer experience, not just customer service?”

Customer Experience 143

Customer Experience Customer Service Customers Resources 143

ECXO

APRIL 18, 2024

Delving into Digital Conversations for Business Survival or Irrelevance, featuring Paolo Fabrizio The European Customer Experience Organization (ECXO) is delighted to announce our upcoming session on AI digital conversations, a topic of utmost importance in today’s business landscape. Born and bred in Milan, Italy.

Insurance 111

Insurance Consulting Travel B2B 111

Storyminers

MARCH 10, 2021

It’s a misconception to believe that stories can drive change or make it happen. If your leadership style is punitive, consider changing it. Use a story to draw people toward your ideas in a way that allows them to make important discoveries about themselves and see their role in creating a better future. Your people are.

Customer Journeys 182

Customer Journeys Fashion Leadership Metrics 182

C3Centricity

MARCH 21, 2024

I believe it is because their ROI is longer-term and often difficult to prove. So I decided to do just that with this post, but first a warning; customer understanding is being lost! But there is something that you can do to increase the ROI of your spending, which is something the C-suite has long demanded of marketing departments.

Marketing 156

Marketing ROI Analysis B2C 156

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

Steve DiGioia

AUGUST 16, 2021

Who cares what your employees say! The opinions of your employees don’t matter. You prove this each day by your actions. They don’t believe in your leadership. Your employees: Know which company policies “tie their hands” and make their job more difficult. Visit your team members throughout the day.

Policies 245

Policies Leadership Course Management 245

AWS Machine Learning

APRIL 16, 2024

Generative artificial intelligence (AI) is transforming the customer experience in industries across the globe. FMs and the applications built around them represent extremely valuable investments for our customers. At AWS, our top priority is safeguarding the security and confidentiality of our customers’ workloads.

Innovation 115

Innovation System Training Software 115

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Experience Investigators by 360Connext

JULY 26, 2022

Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success. The more we treat CX as a team sport, the more likely it is for us to achieve meaningful outcomes for both our customers and our organizations. Customer experience is not magic.

Customer Journeys 143

Customer Journeys Sports ROI Return on Investment 143

Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. What is Customer Experience Maturity? Employee engagement: Employees are empowered to deliver a positive customer experience.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Steve DiGioia

FEBRUARY 1, 2021

If you can smile for every customer even though you recently faced your own personal tragedy, If you can keep your promise to a customer even if it costs you more money, If you can be accountable to follow through on a customer’s difficult request even though it takes you away from other responsibilities, If you can overlook the sometimes rude comments (..)

Groups 328

Groups Customer Experience Industry Customers 328

Heart of the Customer

DECEMBER 21, 2023

Authors: Topher Mitchell & Jim Tincher This blog is authored by Topher Mitchell, the creator of Qualtrics’ Value Advisory function, and Jim Tincher, the CEO and founder of Heart of the Customer. Customer experience is good for business. You believe that, and so does your leadership team.

Leadership 78

Leadership Customer Experience Customers Strategy 78

AWS Machine Learning

APRIL 18, 2024

This keeps customer data in Slack at all times and upholds the same security practices and compliance standards that customers expect from Slack itself. Slack is also using Amazon SageMaker inference capabilities for advanced routing strategies to scale the solution to customers with optimal performance, latency, and throughput.

Multi-Channel 97

Multi-Channel Sports Strategy Data 97

ShepHyken

JANUARY 16, 2024

When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. Reality isn’t what we think or believe. It’s what our customers say. It’s just our perception.

Customer Service 142

Customer Service Customer Centricity Customer Service Training Survey 142

CSM Magazine

FEBRUARY 15, 2024

John Tschohl of the Service Quality Institute takes a look at the results of some of the leading customer-centric companies of 2023. Amazon I believe is the most customer-driven firm in the world. Obsessing over the customer experience pays off. During COVID Amazon never let up on its focus on the customer.

Financial 105

Financial Customer Service Insurance Customer Centricity 105

Steve DiGioia

JANUARY 18, 2021

If you put it to your lips, you’ll most likely receive a burn that will be far worse than anything most people have ever encountered. And how does this affect the customer experience? The McDonald’s Hot Coffee Case and the Customer Experience. “In The Company Best Practices Don’t Match the Customer’s Needs.

Customer Experience 298

Customer Experience Policies Customers Report 298

Beyond Philosophy

OCTOBER 21, 2023

A strong believer in brand, Beard is starting a new company and asked us for help getting people to take away what she wants them to about her company’s brand. Before we get into any of that, it is essential to remember that your brand is a tactic. It communicates the value you provide customers. Poor Irene Beard.

Brands 78

Brands Strategy Communication Tools 78

Bill Quiseng

MARCH 23, 2022

As customer service professionals, we are all onstage with customers, happy to serve. There are some who say that they believe they are “acting”. Here is what I say: Any movie or theatrical audience has customers. Customers are paying for their experience. Yet, we, as the audience, believe they are genuinely real.

Customer Service 109

Customer Service Interaction Training Meeting 109

ShepHyken

JULY 4, 2023

So, on your way out of today’s class, you will receive a sheet with all the formulas you need to solve the problems on the test.” Believe me when I tell you that having the formulas didn’t make taking the test easier. Many people think that AI will be used to replace customer support agents – and even salespeople. Humans can.

Conference 128

Conference Customer Service Training Customer Service Study 128