GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This leaves you with more uncertainty about CX than you had at the start of your research. . So hold on to your hats—you might actually learn something about CX today.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Retently

MARCH 29, 2023

So how does the world’s NPS leader achieve such a high level of customer satisfaction? From implementing innovative features to perfecting the customer experience, today we’ll share the secret ingredients that make Tesla so special. It reduces distribution costs and provides customers with greater convenience.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

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

GetFeedback

JANUARY 16, 2019

Some people might say that the secret to a successful customer feedback survey campaign is quantity. While this approach might have worked in the past, the modern customer isn’t eager to take time out of their busy day to take any survey. The importance of collecting great customer data. Keep it short and simple.

Survey 210

Survey Tips Data Metrics 210

Lumoa

JUNE 28, 2018

Q&A with Michal Redbord , General Manager, Service Hub at Hubspot Previously we have shared how you can build a customer experience management processes in your company. Navigate the blog post -> Chapter 1. Everyone and everything is customer experience. Approach promoters and detractors differently.

Customer Centricity 160

Customer Centricity Culture Strategy NPS 160

Comm100

OCTOBER 25, 2017

Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around the internet.

Customers 312

Customers Customer Service Ecommerce eBook 312

Kustomer

JANUARY 19, 2023

In this episode of the Customer Service Secrets podcast , Gabe Larsen is joined by Steven Maskell , Vice President of Customer Experience at Zones , to discuss how to use customer experience data analytics to create a personalized, data-driven customer experience.

Data 98

Data Customer Experience Customer Journeys Analytics 98

Seaton CX

JUNE 28, 2023

Generative AI technology, like ChatGPT, should be your next contact center investment. “If you genuinely want to put customers first, you must put employees more first,” says Hal Rosenbluth, author of The Customer Comes Second. Identify the Pain Points : Talk to your agents.

Contact Center 87

Contact Center Training Chatbots Technology 87

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Tune in to learn more!

How To 143

How To ROI Study Customers 143

C3Centricity

OCTOBER 7, 2020

Ever wonder how to get more people talking about your business? Then when you have converted them into customers, continue to keep them satisfied and give them something to talk about by surprising them too. Which is why I decided to write this article about the 7 key elements that will get people talking about us!

Marketing 194

Marketing NPS Net Promoter Score Effort Score 194

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. I felt worked up about a few things around this time. ” That was a problem I had never heard of, and that is saying something because I fly a lot.

Airlines 146

Airlines Net Promoter Score Self Service Effort Score 146

GetFeedback

JANUARY 12, 2020

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. And for good reason.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Beyond Philosophy

OCTOBER 25, 2019

I wondered what the secret was to their success. was our guest on a recent podcast to talk about the secret to Airbnb’s success. As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers.

Hotels 104

Hotels Travel Hospitality Consulting 104

Kustomer

APRIL 21, 2022

Listen and subscribe to our podcast: Have you ever considered the importance of turning customers into forever fans, a.k.a It’s widely known that some of the best growth comes from word of mouth marketing, which naturally occurs when customers suggest your products to others in their close circles. brand ambassadors?

Social Media 98

Social Media Brands Loyalty Marketing 98

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Either way, we’d like to thank you all for your support this past year. Should it be Both?

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

ChurnZero

AUGUST 26, 2022

You wake up and go to sleep thinking about work. Your doomy to-do list follows you around like a shadow. Nagging thoughts of everything you didn’t get done dominate your free time. You can make big improvements to your performance and peace of mind with small yet significant changes.

How To 98

How To Roadmap Communication Tools 98

Customer Bliss

OCTOBER 16, 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. Sign up below to get the full video. 1: C-Suite Commitment.

Customer Experience 185

Customer Experience Chief Customer Officer Video Leadership 185

BirdEye

OCTOBER 25, 2023

The easier it is for customers to find you and assess your reputation, the higher your conversion rate will be. This blog post gives you an overview of a panel discussion on mastering online listings for your business. It showcases a business’s accountability and commitment to valuing customer feedback.

Tools 105

Tools Strategy Marketing Trends 105

BirdEye

DECEMBER 30, 2023

Did you know that a mere post of only 280 characters could unlock your brand’s potential? With a vast audience of nearly 240 million daily active users, Twitter – currently called ‘X’ – has become a rich platform for brand exposure and customer interaction. Table of contents What is a Twitter business profile?

How To 111

How To Social Media Advertising Analytics 111

CX Journey

DECEMBER 16, 2014

Want to know the secret to customer retention? One of my horses was named Rusty, and he was what many would call "barn sour" and "herd bound;" he either didn''t want to leave the barn or leave the other horses. Probably not so different from what keeps your customers coming back, too.

Customer Retention 209

Customer Retention Advertising Metrics Customers 209

Beyond Philosophy

MAY 4, 2023

After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy. So, let’s look at the rules first and then dive deeper into what I mean by them. Experiment and adapt.

Consulting 78

Consulting Social Media Examples Customer Experience 78

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. This blog post offers an in-depth overview of a panel discussion that delves into the significance of reviews and how they influence both C-suite decisions and customer choices. Welcome guys.

Brands 116

Brands Multi-Channel Consulting Report 116

SurveySensum

FEBRUARY 13, 2024

Ever wondered how your Internet startup can stand out in the crowd? What if I told you there’s a secret weapon that works like magic? That secret weapon makes your website or app easy and enjoyable for people – we call it a Better User Experience! Take Metronet Internet – they get it, and many others do too!

User Experience 52

User Experience Strategy Feedback Social Media 52

Beyond Philosophy

JULY 6, 2023

The reason why would probably surprise you, but it’s one of those little secrets about why customers buy that they don’t tell you. Most of the positive comments are about service. What is fascinating is that when people get specific about what they love about their stay, the trivial things are what make them rave.

Hotels 78

Hotels Fashion Examples Government 78

Michelli Experience

JANUARY 22, 2018

Do you have a “go to” song you sing when you are at a karaoke bar? How about a signature dish you like to prepare the first time a new visitor comes over for dinner? Customer Experience Design Strategies. Customer culture immersion, and. Ethnographic research. User simulation. Cognitive artifacts.

Culture 145

Culture Consulting Tools Customer Experience Design 145

BirdEye

JULY 10, 2023

Competitive intelligence is a game-changer for local businesses trying to attract new customers. While it may be a part of your marketing strategy, you might not be tapping into it as effectively as you can. Diving deep into competitor and market intelligence can reshape your approach. It provides good intel for our business.”

Social Media 94

Social Media Competitive Advantage Analysis Financial 94

Alida

OCTOBER 1, 2018

Jonah Peretti, the founder of BuzzFeed, has tasked the company to not only drive human connection, but find ways to monetize the work they do as well. Member Hubs are the focal point of the insight community experience,?a What do you like? about your new Member Hub??. your insight community.?

Engagement 189

Engagement Tips Advertising Innovation 189

NICE inContact

SEPTEMBER 27, 2019

The last couple years have seen an important turning point for customer service and customer experience. Think about it: we’ve witnessed vast improvements in digital customer service technology like artificial intelligence (AI) and live chat, both of which are certain to continue evolving. How does CRM work?

CRM 138

CRM Contact Center Return on Investment Call Center 138

Beyond Philosophy

DECEMBER 16, 2021

There is a saying that says, “Imitation is the highest form of flattery,” and it is. However, it is also a losing strategy when you are working at winning over customers from the competition. Finding a way to stand out is the secret to long-term customer strategy success. . Now, we do it to fit in. .

How To 97

How To Groups Competitive Advantage Strategy 97

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

e-support 64

e-support eBook Chief Customer Officer B2B 64

Michelli Experience

JANUARY 22, 2018

Do you have a “go to” song you sing when you are at a karaoke bar? How about a signature dish you like to prepare the first time a new visitor comes over for dinner? Customer Experience Design Strategies. Customer culture immersion, and. Ethnographic research. User simulation. Cognitive artifacts.

Culture 138

Culture Consulting Tools Customer Experience Design 138

Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. However, the trampoline required assembly.

Customer Experience 167

Customer Experience Call Center Customer Journeys Hotels 167

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. Remember the old saying, “A happy customer is a loyal customer”? That’s where customer feedback comes into play. That’s right!

B2B 52

B2B Feedback Customer Service Self Service 52

Beyond Philosophy

JUNE 2, 2022

How do you know if someone trusts you? Is it what they share with you? How do they spend their time with you? Is it the language they use when talking about you or what they do when you aren’t around? So, today, I thought I would share the four things we advised Bob to do here on our NL, too.

Measurement 88

Measurement Survey Comparison Customer Journeys 88

Kustomer

DECEMBER 2, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Dan Gingiss to learn more about how Marketing and CX are connected. Making the First Experience Memorable. Can you recall if it was a good or a bad experience? What made it that way for you?

Marketing 98

Marketing Social Media Customer Experience Brands 98

C3Centricity

DECEMBER 31, 2018

This is quite tough for a blog that has been running for almost eight years and highlights the quality of the content we share with you! So have a look at our list and see if your own favourites are there. Is it Time to Do Away with Market Research Departments? . That in itself says a lot about the focus of marketers these days!

Brands 208

Brands Strategy Customer Journeys Infographics 208

Beyond Philosophy

NOVEMBER 10, 2022

So, when you have to make changes in your organization, you face many challenges. author of Influence is your Superpower: The Science of Winning Hearts, Sparking Change, and Making Good Things Happen. She thinks we as humans are aware of and do not appreciate feeling or being manipulated. Change is hard.

How To 78

How To Effort Score Course Groups 78