CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. I recently attended a seminar where Dever explained that customers who have emotional affinity with a product or brand consider that product or brand essential to their daily lives.

Customer Service 140

Customer Service Video Travel Customers 140

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers.

Measurement 174

Measurement Customer Journeys Management Net Promoter Score 174

GetFeedback

JUNE 11, 2019

Every company wants a slew of loyal customers who are excited about new products, features, and offerings. Customers will drop everything to attend a sale, try out a new feature, or write a positive review. But this does not need to be done on an individual level with each customer. Sustaining these connections goes both ways.

Study 170

Study Loyalty Connections Loyalty Programs 170

Michelli Experience

JUNE 28, 2017

Being raised in an emotionally expressive Italian family, it’s no wonder that I’ve been attracted to the emotional side of business and the importance of “emotional value” in customer experience creation. Emotional Value Across the Journey. Love and Profits. Predictably Irrational. Evolving VR.

Customer Experience 209

Customer Experience Employee Engagement Loyalty Customers 209

Eptica

SEPTEMBER 23, 2020

Date: Wednesday, September 23, 2020 Author: Guest author: Martin Hill-Wilson Guest Post: Emotive CX for Customer Interaction. However, emotion is still a neglected area. However, emotion is still a neglected area. Why now is a great time to optimise your customer service – Part 3: Putting the right resources in place.

Interaction 117

Interaction Resources Customers Customer Experience 117

Feedbackly

DECEMBER 14, 2023

Customer emotions play a significant role in strengthening brand loyalty and fueling a brand’s growth. After all, building meaningful connections with your clientele and building the customer journey around their preferences can go a long way. But, obtaining an accurate picture of how customers feel may seem like a hard task.

Analysis 52

Analysis Analytics Software Metrics 52

InMoment XI

FEBRUARY 16, 2024

Understanding and responding to customer needs is paramount for business success, however, many businesses find themselves grappling with the challenge of harnessing the full spectrum of customer voices. Surprisingly, a staggering 85% of valuable customer data remains untapped, residing in various teams, systems, and silos.

Multi-Channel 260

Multi-Channel Touchpoint Social Media Customer Voice 260

NICE inContact

AUGUST 27, 2019

Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key differentiator than price or product innovation. As we’ve said before, customer experience comes down to how your customers feel about your brand. 1) Be personal. 2) Be responsive.

Connections 149

Connections Tips Social Media Multi-Channel 149

Beyond Philosophy

APRIL 23, 2020

The Endowment Effect can significantly affect your customer-driven growth on both sides of the customer and brand equation. The Endowment Effect can significantly affect your customer-driven growth on both sides of the customer and brand equation. These emotions are valuable resources for explaining customer behavior.

Customer Journeys 179

Customer Journeys Consulting Customers Measurement 179

Feedbackly

JUNE 1, 2023

Today’s customers enjoy the availability of a wide range of choices, good quality products, and the convenience of e-commerce. They are now on the hunt for businesses that enhance their lifestyles with emotional value. A customer experience with emotional value helps brands create a strong bond with their customers.

eBook 52

eBook Touchpoint NPS Brands 52

Beyond Philosophy

DECEMBER 20, 2019

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough.

Loyalty 156

Loyalty Training Customers Call Center 156

Beyond Philosophy

SEPTEMBER 26, 2018

Measuring customer emotions for your Customer Experience is a vital activity for your organization. We discussed how to measure customer emotions on our recent podcast. The most common way to measure emotion is the Net Promoter Score (NPS). Your most loyal customers are promoters and have high NPS scores.

Measurement 129

Measurement Net Promoter Score How To NPS 129

ShepHyken

DECEMBER 2, 2016

This week on our Friends on Friday guest blog post my colleagues, Thomas A. Stewart and Patricia O’Connell, write about how to manage customer emotions and ensure that employees know how to be empathetic. Customers are smarter than ever and we must know how to create a positive experience. Shep Hyken .

Management 48

Management How To Hotels Insurance 48

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. These blogs are powerful resources to keep you up to date on the ever-changing CX industry. Adrian Swinscoe . Bill Quiseng . Brad Cleveland .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

InMoment XI

APRIL 23, 2024

True excellence in customer experience (CX) demands more than just understanding and insights; it requires actionable strategies that drive tangible results. In this blog post, we’ll explore how your organisation can take the smartest actions, the final piece of the puzzle of our Integrated CX approach.

Social Media 260

Social Media Analysis Feedback Loyalty 260

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. Emotional intelligence “In a 2022 study of more than 9,000 U.S.

Trends 195

Trends Innovation Customer Service Omni-Channel 195

Uniphore

MAY 26, 2017

High on emotion! The impact of emotion on the customer experience is far greater than it would at first appear. Clearly, this is something that contact centers need to account for. Read More.

Customer Experience 113

Customer Experience Contact Center Customers 113

Beyond Philosophy

MARCH 7, 2019

I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. To measure something like customer emotions in your Customer Experience, you need the proper tools. We talked about measurement tools in a recent podcast , and how you can employ them in your Customer Experience.

Measurement 122

Measurement Tools Survey Fashion 122

Feedbackly

FEBRUARY 15, 2023

At this CXforum webinar, Jaakko from Feedbackly will show practical examples of how to use customer emotion data in action-taking to improve business results. Measuring customer emotion as part of Customer Experience is a rising trend. Measuring customer emotion as part of Customer Experience is a rising trend.

Tips 52

Tips Data Trends Measurement 52

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

Comm100

SEPTEMBER 26, 2023

In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. While we’re all familiar with the basics, like using a customer’s name in an email, today’s innovators are going far beyond these conventions to deliver personalization.

Examples 173

Examples Chatbots Omni-Channel Customers 173

InMoment XI

MARCH 18, 2024

Integrated customer experience ensures understanding, prioritising, and taking action for amplified customer satisfaction and business growth. Now that we’ve explored capturing Strongest Signals in our previous blog post , it’s time to dive into the heart of Integrated CX—unlocking the Richest Insights.

Multi-Channel 260

Multi-Channel Analysis Social Media Survey 260

Customer Bliss

NOVEMBER 9, 2017

There’s a continuing focus on brands improving customer experience to lead customer-driven growth. I’d like to share some of the most popular and most-shared content from the Customer Bliss blog. A beloved company understands that a good apology strengthens the bond between customers and the company.

Trends 204

Trends Customer Experience Customer Insights Customers 204

Beyond the Arc

JULY 18, 2019

“We’ve got to make things easier and more effective for customers,” said nearly every customer experience (CX) manager, everywhere, for the past decade. Indeed, that’s a great strategy to better meet customers’ practical needs. But that’s no longer enough.

Customer Experience 56

Customer Experience Meeting Customers Strategy 56

ShepHyken

JUNE 28, 2019

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. Gartner estimates that by 2021, 15 percent of all customer service interactions will be completely handled by AI, an increase of 400 percent from 2017. Fewer phone calls, but more complex conversations.

Contact Center 110

Contact Center Self Service Banking Airlines 110

Beyond Philosophy

OCTOBER 22, 2015

Science has begun to predict the intensity of emotions in others with accuracy. This fact is important because when you can predict emotions, you can also plan for them in your Customer Experience. Why do we need to plan for emotions? Over 50% of any Customer Experience behavior is driven by emotions.

Airlines 60

Airlines Consulting Customers Study 60

ShepHyken

OCTOBER 18, 2019

The experiences you create for a customer is important, but how they feel about that experience is critical. Welcome to the emotional economy. In my new book, The Intention Imperative , I explain how to design and deliver for positive emotions. Happiness isn’t the only emotion to focus on but it is primary.

Customer Service 88

Customer Service How To Loyalty Leadership 88

Uniphore

NOVEMBER 18, 2021

How CX Leaders Can Leverage Emotional Intelligence to Lead Their Teams to Success Human emotions are complex. 27 basic emotion types —which is why it’s no surprise that a person’s feelings can be difficult for the next person to comprehend, let alone for a computer to analyze and capture. Emotion AI ?assesses

Roadmap 162

Roadmap Call Center Policies Brands 162

Bold360

JULY 27, 2020

Customers inhabit a world increasingly defined by accelerating change and ongoing uncertainty, as evidenced by COVID-19. At a basic level, customers are looking to the brands and businesses they interact with to get their needs met, but customer needs now extend far beyond just products and services. Emotion Matters for CX.

Customer Engagement 52

Customer Engagement Engagement Touchpoint Customer Journeys 52

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Competitive Advantage 208

Competitive Advantage Customer Experience Net Promoter Score Effort Score 208

ShepHyken

DECEMBER 27, 2019

This week we feature an article by Katie Mares who explains how any business or organization can provide its customers with a five-star experience. The best way I can describe ‘customer service’ is by using the word transaction. It requires the use of emotional intelligence and very little investment of money.

Tips 134

Tips Connections Customer Experience Leadership 134

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. Customers, employees, lead generation, or profit. Well, the best answer is customer engagement. No business can survive without engaging its customers.

Brands 119

Brands Engagement How To ROI 119

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Customer feedback is a precious resource for understanding what’s effective and what needs improvement. Emotion detection. It can help companies pinpoint areas for improvement within customer feedback.

Analysis 208

Analysis Social Media Trends Feedback 208

Comm100

JUNE 25, 2020

It all begs one question, “How do customer service agents speak to customers during these sensitive times?”. And there are plenty of mistakes a customer service team can make on social media. It’s a good idea to let your customer base know where you stand on controversial topics. Making It About You.

Customer Service 130

Customer Service Social Media Policies Consumers 130

inmoment

AUGUST 31, 2020

Most brands are keenly interested in creating experiences that move their customers on an emotional level—the trick lies in figuring out which factors companies can and should wield to elicit that response from the individuals they seek to serve. . Evaluating Emotions’ Impact on KPIs. Evaluating Emotions’ Impact on KPIs.

Customer Experience 52

Customer Experience Social Media Course Touchpoint 52

Lumoa

MAY 9, 2023

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. As a result, organizations can boost customer satisfaction and loyalty, paving the way for sustained revenue growth. In addition, you’ll learn how to use sentiment analysis to drive emotional impact.

Analysis 208

Analysis Feedback Customer Experience Customers 208

ShepHyken

OCTOBER 6, 2017

This week we feature an article by Pascal van Opzeeland that discusses how to handle difficult customers. Most of the time we encounter tricky service situations, we want to resolve them and restore the customer’s confidence in doing business with us. – Shep Hyken. I’m not just talking about the occasional angry customer.

Hospitality 127

Hospitality Exercises Tips Customer Service 127