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. Many people were working from home this year, were you? Five Rules of Customer Observation for Greater Success.

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

ShepHyken

AUGUST 30, 2019

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value.

Loyalty Programs 103

Loyalty Programs Loyalty Lifetime Customer Poor Customer Service 103

GetFeedback

FEBRUARY 2, 2020

Loyal customers are the customers who will continue to buy your product with or without sales or discounts and will recommend your business to their friends. The goal for every business is for all of their regular loyal customers to be enough to keep the business going. Create a relationship with your customers.

Loyalty 170

Loyalty Loyalty Programs Rewards Programs Social Media 170

Beyond Philosophy

JULY 20, 2021

I hope that these books will make the same impact on you that they did on me. We shared these books on a recent podcast, chosen because we liked them a lot or, in some instances, because they changed our lives. The Seven Books That Changed Our Lives: The Experience Economy: Competing for Customer Time, Attention, and Money by B.

Consulting 148

Consulting Entertainment Groups Customer Experience 148

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. However, he hasn’t the faintest idea of how to do it from a practical sense. In my experience, many organizations fail to evoke a specific customer emotion. People tend to lash out when angry.

Connections 88

Connections Loyalty Brands How To 88

Beyond Philosophy

JANUARY 25, 2024

You might recall how I like to say, “None of us are as clever as all of us.” ” Recently I decided that I would like to leverage the power behind that phrase. 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.

Sports 78

Sports Customer Experience Customer Centricity Conference 78

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

GetFeedback

DECEMBER 26, 2018

Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly. When to use CSAT. Customer onboarding.

Customer Satisfaction 286

Customer Satisfaction Measurement How To Net Promoter Score 286

C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you? Five Rules of Customer Observation for Greater Success.

Customer Centricity 156

Customer Centricity Hospitality Customer Satisfaction Customers 156

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. In fact, nearly t wo-thirds (65%) of potential customers want to reach brands by phone. Consumers want to connect with your business.

Connections 117

Connections Customer Centricity Consumers Culture 117

GetFeedback

MAY 13, 2019

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

Beyond Philosophy

MAY 7, 2020

Do you love your cable company? . If you do, you are in the minority. However, we do love complaining about them, or at least I know I do. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Loyalty is an emotional reaction.

Customer Centricity 174

Customer Centricity Policies Consulting Transportation 174

Beyond Philosophy

DECEMBER 7, 2023

Therefore, we ask you to submit your thoughts, ideas, or reports and statistics…anything that we can then review. How Quickly We Get Used to New Technology One of the things Tom said was back in the 90s, we didn’t buy everything online or on our phones. However, I disagree; fewer people work in Customer Experience these days.

Customer Experience 88

Customer Experience Chatbots System Customers 88

GetFeedback

NOVEMBER 18, 2019

Author and businessman Harvey Mackay once said: “You learn when you listen. You earn when you listen–not just money, but respect.”. Those words could not be truer when it comes to customer experience (CX) and to your business. . As Harvey says, you learn when you listen.

Feedback 199

Feedback How To Analysis Survey 199

C3Centricity

MAY 25, 2020

Were you surprised to read the title of this post? Do you believe that using technology to understand customers is the only way today? Then let me explain why I believe it’s not quite that simple. . If you're drowning in data, perhaps you have still not adapted to today's data-rich world.

Technology 194

Technology Analysis Data Consumers 194

SurveySensum

MARCH 1, 2024

A retail company, MagnetHome enthusiastically embraced the Net Promoter Score and started measuring customer loyalty. High scores delighted them, so in the excitement they missed the silent grumbles of unhappy customers. Amidst the rush for scores, they started losing the customers, without any clue!

Net Promoter Score 52

Net Promoter Score Analysis NPS Effort Score 52

Experience Investigators by 360Connext

DECEMBER 11, 2014

Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. What happens when companies scale? Here are some ways entrepreneurs typically fail at customer experience: 1. Customer experience is not part of their mission. This inevitably leads to problems and customers disappear.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

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. It didn’t work. .

Loyalty 156

Loyalty Training Customers Call Center 156

Daniel Group

APRIL 23, 2021

Want your Customer Feedback scores to go up by 6 points? We’ve learned through our extensive research that this is just what happens when “Communication” is mentioned as something that went well! Anytime a customer reaches out, it is usually a “fail” on our part.” Coming in May).

Feedback 124

Feedback Net Promoter Score B2C B2B 124

Beyond Philosophy

APRIL 7, 2022

Many organizations do not know what customers expect from their experience and to their detriment. Understanding customer expectations is fundamental. Fail to meet them, and you have, well, failed. We talked about customer expectations on a recent podcast. How Do We Form Expectations?

Exercises 78

Exercises Customer Journeys Comparison Customer Expectations 78

GetFeedback

JULY 25, 2018

Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”. It can be a major driver of customer churn—and it’s already creating an incredible economic deficit in the US.

Omni-Channel 150

Omni-Channel Net Promoter Score e-support Touchpoint 150

Michelli Experience

MAY 15, 2018

I was asked recently to provide a couple (of what a reader called “See Spot Run”) blogs concerning must-have and must not do elements of a successful customer experience business. In case you aren’t familiar with the Spot referenced by the reader, he/she was a dog companion of Dick and Jane. Dick, Jane, and Spot.

Customer Experience 138

Customer Experience Customer Journeys Touchpoint Employee Engagement 138

SurveySensum

FEBRUARY 29, 2024

And you know what engagement is tied to? Happy employees are more likely to give their all at work. – Well you start by listening to the voice of your employees with the help of a robust employee feedback tool. But first things first – what’s the definition of employee satisfaction? Employee satisfaction!

Culture 52

Culture Customer Satisfaction Loyalty Innovation 52

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

GetFeedback

JUNE 10, 2019

We know that customer’s opinions and feedback are important because they impact the sustainability of a company throughout its lifecycle. Listening to your customers pays off–you’ll learn about their pain points which will help you to improve your product, making it more useful to current and potential users. Timing matters.

Feedback 199

Feedback Survey Conference Airlines 199

GetFeedback

FEBRUARY 7, 2020

The focus on customer experience isn’t going anywhere. In fact, we’d argue that superb customer experience is no longer just a “nice to have”; it’s a necessity for any business that wants to flourish in the coming years. . You have to deliver a great product as part of an incredible experience, or your customers will abandon you.

NPS 199

NPS Net Promoter Score Effort Score Survey 199

AskNicely

JANUARY 10, 2019

In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. Three Reasons Customer Experience Must be Top-of-Mind. Only one in twenty-six people will actually come to you with a complaint. Five Common Customer Experience Metrics.

NPS 150

NPS Metrics Effort Score Customer Experience 150

SurveySensum

OCTOBER 18, 2023

Did you know that a remarkable 77% of customers hold brands in higher esteem when they actively seek and diligently apply valuable customer feedback? But what is customer feedback and why is it so important? This is a great channel for customer to share their thoughts and experience with your brand.

Feedback 52

Feedback Competitive Advantage Trends Survey 52

Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. Map your customers’ “fishing nets.”

Management 188

Management Insurance Net Promoter Score Connections 188

SurveySensum

NOVEMBER 6, 2023

Bakery A and Bakery B competed to improve customer satisfaction. They both launched NPS surveys to assess and enhance overall satisfaction and loyalty. Bakery A didn’t uncover any useful feedback, but Bakery B discovered customers were unhappy with the limited dine-in cake options. But Why is NPS Important?

NPS 52

NPS Feedback Effort Score Customer Journeys 52

Beyond Philosophy

JANUARY 19, 2020

We do research called an Emotional Signature ® that examines the Customer Experience from a subconscious psychological perspective. Therefore, by definition, you get a different viewpoint after you undertake it for your organization. . We fail to see the other sides’ perspective and what points they might have. .

Leadership 156

Leadership Consulting Sports Retail 156

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

BirdEye

MARCH 10, 2022

Customers are more connected with each other than ever and can find businesses that serve their needs in minutes, if not seconds. If a business fails to meet customer expectations, a customer can easily find another option. In this blog, we’ll cover the questions that every company has about customer experience.

Customer Experience 98

Customer Experience Loyalty Programs Touchpoint Net Promoter Score 98

SurveySparrow

MARCH 3, 2024

You are running an online eCommerce business. Though you are getting a considerable amount visitors, you have been seeing a high volume of cart abandonment. The customer liked the product, which is obviously the reason why they chose to move it to the cart. No one needs this, and you know it.

How To 52

How To Banking e-support Survey 52

ijgolding

OCTOBER 21, 2014

‘Customer Excellence is here: it’s just not evenly distributed yet’ A fantastic quote that I wish I could claim was mine! Whilst it is not, I can recognise a particularly relevant and accurate quote when I see one. The reason why I think the quote is so apt is because I personally agree very much with its sentiment.

Report 229

Report Customer Experience Customer Centricity Fashion 229

C3Centricity

MARCH 15, 2018

Did the title about data make you curious? Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! In fact it seems to drown out their reasoning of what to do and they remain frozen in indecision. So what should you do, whether you are in manufacturing or retail?

Data 206

Data Retail Analysis Analytics 206

SurveySensum

JUNE 19, 2023

You know what they say, ‘A satisfied customer is the best business strategy of all’! Don’t you think? It’s a reality check that so many businesses fail to grasp. Think about it: when a customer is satisfied with your business, they’re more likely to stick around and become a loyal customer.

Customer Satisfaction 52

Customer Satisfaction Tips Customer Centricity Net Promoter Score 52