CX Accelerator

APRIL 1, 2022

After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company. When I began to make my offer, the customer responded with something like: “Look. I don’t want your money.

Tips 266

Tips Contact Center Communication Connections 266

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

GetFeedback

JANUARY 28, 2020

Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers. So let’s get started.

Social Media 322

Social Media Customer Retention Strategy Video 322

Comm100

JUNE 25, 2020

Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc. You can find her on LinkedIn. However, making the right moves today is easier said than done. And there are plenty of mistakes a customer service team can make on social media.

Customer Service 130

Customer Service Social Media Policies Consumers 130

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Interview customers.

Survey 345

Survey Social Media Contact Center Call Recording 345

CX Accelerator

OCTOBER 28, 2020

Track 1 - “Fix you” by Coldplay Not great with song lyrics, I settled on Fix You by Coldplay. Track 1 - “Fix you” by Coldplay Not great with song lyrics, I settled on Fix You by Coldplay. I promise you I will learn from all my mistakes. And I will try to fix you. Well done, ,, Schulbert Koleka.

Culture 281

Culture Customer Centricity Video Groups 281

Customer Bliss

APRIL 24, 2020

I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. In today’s “Daily Dose,” I want to talk to you about the wonderful gestures that so many companies are making on behalf of their employees. So stay safe, everybody.

Financial 210

Financial Video Examples Company 210

Lumoa

NOVEMBER 21, 2023

In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons. But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis.

Analysis 208

Analysis Feedback Social Media Chatbots 208

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. “You were never trying to close a sale. It was about finding solutions for a customer and finding their pain points ”.

Customer Service 341

Customer Service e-support Self Service Customers 341

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. In this article, we’ll go over what Voice of Customer data analytics is and the different types. In This Article: What is Voice of Customer Analytics?

Voice of Customer 236

Voice of Customer Analytics Social Media How To 236

Lumoa

APRIL 4, 2023

A customer engagement strategy is vital to increasing customer loyalty and driving revenue. It will help you build relationships with existing customers. You’ll also attract new ones and create more opportunities for repeat purchases. Ultimately, it raises customer satisfaction with your brand.

Customer Engagement 208

Customer Engagement Engagement Strategy Omni-Channel 208

GetFeedback

AUGUST 14, 2019

—that question is about as ordinary as they come. . It’s a basic and seemingly benign thing to say, right? But by asking that question, we get a quick sense of how someone’s day went, and we have an idea of where to take the conversation next. is similar to the mechanism at work in a Customer Satisfaction Score (CSAT).

Customer Satisfaction 268

Customer Satisfaction Survey eBook Industry 268

Beyond Philosophy

JANUARY 4, 2024

My podcast partner and I came up with six we learned this past year, and I wanted to share them with you as well. So, without further ado, here are the six learnings from 2023 that I hope help you as we head into 2024, starting with: Learning #1: Accomplishments in your personal and professional life require preparation and luck.

Net Promoter Score 97

Net Promoter Score Effort Score NPS Conference 97

Beyond Philosophy

AUGUST 17, 2023

As a pioneer in the experience movement, Pine has a new customer strategy concept that we discussed on a recent podcast, so I thought I would share what we learned here as well. ” Pine thinks people should value the time they spend with you. Every company has to align what they charge with what their customers value.

Self Service 78

Self Service Hospitality Video Customers 78

Customer Bliss

NOVEMBER 26, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Click here to learn more about the course and enroll. .

Hospitality 254

Hospitality Chief Customer Officer Course Video 254

BirdEye

NOVEMBER 15, 2023

For local businesses and brands, effectively leveraging Google’s suite of products presents a major opportunity to attract and retain customers. AI can help businesses engage customers, automate operations, and improve employee efficiency. Thank you so much for joining us today. That’s the front door.

Brands 111

Brands Data Technology Consumers 111

Uniphore

AUGUST 12, 2021

Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort. Offering variety can help create more successful outcomes for customers with a lower AHT for agents — a win on both sides of the phone line. The same holds true in the contact center. View Webinar.

User Experience 246

User Experience Virtual Agent Self Service Contact Center 246

Beyond Philosophy

AUGUST 3, 2023

Inevitably, these same exuberant students will appear at his office hours wanting career advice. I am sharing it here, too, since many of you probably have the same question. You have likely worked some in the world and, in doing so, have determined there are some things you want to do and some things you don’t.

Tips 78

Tips Sales Examples Tools 78

BirdEye

OCTOBER 11, 2023

Customer experience can be vital in helping businesses grow and scale faster. Investing in processes and tools that contribute to customer delight significantly impacts the bottom line. Good customer experience or delight has significantly evolved to finding value across every touchpoint.

Sales 111

Sales Social Media Customers Multi-Channel 111

CSM Magazine

JANUARY 24, 2024

No matter what business you have, you’re going to need some form of customer service. It’s the only way to ensure that your customers are getting the assistance they need. This is particularly true when we think about the iGaming industry. Why customer service is necessary 1.

Industry 59

Industry Customer Service Customers Feedback 59

Customer Bliss

SEPTEMBER 25, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Do you know the Power Core of your company?

Chief Customer Officer 216

Chief Customer Officer Company Insurance Video 216

Beyond Philosophy

JANUARY 8, 2021

It is not often in life that you get the opportunity to reset things. However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. Now, we can decide what parts of the change we want to keep to respond to what customers want now.

Customer Experience 179

Customer Experience Travel Consulting Customers 179

BirdEye

OCTOBER 26, 2023

A good review creates a sense of urgency, driving customers to purchase so they don’t feel they might miss the opportunity. A good review creates a sense of urgency, driving customers to purchase so they don’t feel they might miss the opportunity. Online reviews are a goldmine of insights.

Brands 116

Brands Multi-Channel Consulting Report 116

Experience Investigators by 360Connext

DECEMBER 29, 2014

We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. We know they craved information which helped them take action and get results, and that’s what our blog is all about. Do you have the grit?

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

ShepHyken

JANUARY 12, 2018

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. This is a great list and one you should pay attention too. – Shep Hyken. Customer service designs that are remarkable get talked about.

Customer Service 94

Customer Service Policies Customers Customer Experience 94

Experience Investigators by 360Connext

NOVEMBER 16, 2018

We’re all making predictions and tracking trends in customer experience. One thing we predict will not change for a long time is the need to reduce customer effort. Reducing efforts will only begin when organizations understand customer journeys and personas.”. Get your copy here! What will happen in 2019?

Customer Journeys 236

Customer Journeys Wait Times Contact Center Trends 236

Beyond Philosophy

JULY 7, 2022

One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. Almost Perfect.

Retail 160

Retail Online Experience Interaction Case Study 160

Beyond Philosophy

JANUARY 25, 2024

You might recall how I like to say, “None of us are as clever as all of us.” So, we asked you, our readers to submit your thoughts, ideas, reactions, lists, or whatever else you have to offer, that we can then discuss. Justin shared how sports can teach us a lot about how to improve your Customer Experience.

Sports 78

Sports Customer Experience Customer Centricity Conference 78

Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. Some of the research told us what we expected to hear, but some of the revelations might surprise you. You All Want Growth.

Trends 191

Trends Net Promoter Score Effort Score ROI 191

Beyond Philosophy

AUGUST 24, 2023

Waiting is another type of cost to the customer. When you make them wait, you’re charging them in their time. It’s complete madness, and I am quite cross about it. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! Was it comfortable?

Self Service 78

Self Service Conference Wait Times Banking 78

Beyond Philosophy

OCTOBER 26, 2023

Since we discussed this on a recent podcast, and I thought many of you might have the same problem, I thought I would also share our insight on this topic here. Before we get into that, I thought I would mention that Beard contacted us as part of our “I’m in a pickle!” As you can imagine, these boots were expensive.

Brand Values 88

Brand Values Brands Social Media Sports 88

Beyond Philosophy

SEPTEMBER 14, 2023

Are you ready for AI? Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. Some firms are. It didn’t.

Self Service 88

Self Service Software Analytics Examples 88

Experience Investigators by 360Connext

NOVEMBER 8, 2022

What Does Customer Experience Success Mean to Your C-Suite? The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea – that creating better customer experiences will lead to happier customers, leading to better results. They sometimes stop there.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

Customer Bliss

APRIL 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. You want to know what you’re walking into.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys How To Leadership 135

Russel Lolacher

JUNE 19, 2022

She’s the author of the Workplace Wisdom blog and she’s a frequent contributing author to Harvard Business Review and Forbes as well as a speaker, including for TEDx where her talk on “Why There’s So Much Conflict at Work and What You Can Do to Fix it” is close to 400,000 views. Workplace Wisdom Blog. PLAY AND SUBSCRIBE.

Culture 98

Culture Consulting Leadership Management 98

Beyond Philosophy

OCTOBER 7, 2021

To most companies, it invariably means “customers give us all their money.” So, today we’re going to talk about the five rules that will build customer loyalty. Or you can listen to the latest episode of my podcast here. Before we get into the rules, let’s talk about what loyalty is.

Loyalty 172

Loyalty Airlines Banking Customers 172

ChurnZero

NOVEMBER 18, 2022

As a Customer Success leader, do you find yourself watering down your budgetary requests? It can be intimidating to ask for what you need, especially in the face of a recession. You might worry about coming off as demanding, or incompetent at making do with what you already have.

Customer Success 98

Customer Success Leadership Customers Sales 98