Customer Guru

AUGUST 8, 2018

Adam is a globally recognized expert on customer experience. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Adam Toporek Follow @adamtoporek. Ian Golding Follow @ijgolding.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Beyond Philosophy

MARCH 12, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. If you enjoyed this post, you might be interested in the following blogs: How to Design Human Centered Experiences. Please click here to learn more.

CEM 60

CEM Customer Journeys Conference Customer Centricity 60

Beyond Philosophy

JANUARY 12, 2015

The post Why Customer Experience Research Has Morphed: Focus on Change from Cognitive and Rational to Emotional and Relationship-Driven appeared first on Beyond Philosophy.

Customer Experience 60

Customer Experience Conference Consumers Customer Centricity 60

Beyond Philosophy

OCTOBER 29, 2014

So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

ClearAction

OCTOBER 16, 2019

conference and in his article, Welcome to Churn Nation, The 9th Biggest Country in the World You’ve Never Heard of — But Are Living In. He said: “Warning: Losing customers can damage your wealth. Keeping the customer’s end-to-end journey in mind is essential to maximizing customer lifetime value.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

Beyond Philosophy

OCTOBER 28, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Beyond Philosophy

OCTOBER 14, 2014

View our books on Customer Experience here.

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

Beyond Philosophy

NOVEMBER 10, 2014

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Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Beyond Philosophy

FEBRUARY 3, 2015

. < [link] > The post Subconscious Clues That Call People to Action appeared first on Beyond Philosophy.

CEM 60

CEM Retail Consulting Conference 60

Beyond Philosophy

JANUARY 28, 2015

The post My First 90 Days: The Secrets You Must Know About Your New Job appeared first on Beyond Philosophy.

CEM 60

CEM eBook Conference Customer Centricity 60

Beyond Philosophy

FEBRUARY 2, 2015

Title: The post Music: A Marketing Tool appeared first on Beyond Philosophy.

Tools 60

Tools Marketing CEM eBook 60

Beyond Philosophy

OCTOBER 24, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

ROI 74

ROI Net Promoter Score CEM Conference 74

Martin Hill-Wilson

OCTOBER 6, 2015

I’ve just had the pleasure of chairing a customer engagement conference. Both spoke eloquently about the use of emotion in customer experience design. Simply ‘doing time’ to pay the bills is a lousy trade of one’s time and need for being happily engaged. Customer engagement is a fast changing plot.

Omni-Channel 40

Omni-Channel Hotels Banking Insurance 40

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

BirdEye

FEBRUARY 21, 2023

Managing social media with a dedicated social media manager Social media managers are responsible for planning, implementing, and monitoring the company’s social media strategy in order to increase brand awareness and improve customer engagement.

Social Media 98

Social Media Management Multi-Channel Analytics 98

BirdEye

OCTOBER 18, 2023

The answer, as revealed at the recent Birdeye View digital conference, lies in the revolutionary potential of Artificial Intelligence (AI). Let’s explore expert insights on how harnessing AI can transform customer engagement, operational efficiency, and more. Get started with BirdAI today.

Self Service 111

Self Service Chatbots Customer Expectations Consumers 111

BirdEye

SEPTEMBER 12, 2023

During our inaugural digital experience conference, Birdeye View , we proudly unveiled a pivotal addition to the Birdeye platform: BirdAI. We can’t wait for you to experience it firsthand! We invite you to join us in redefining what it means to connect with customers by embracing BirdAI and all that it has to offer.

Customer Experience 69

Customer Experience Social Media Conference Touchpoint 69

BirdEye

DECEMBER 22, 2023

It typically includes features like multiple phone lines, voicemail, call forwarding, and sometimes advanced options like auto-attendant and conference calling. This system allows small businesses to efficiently manage incoming and outgoing calls, offering a more professional customer interaction experience.

System 111

System Self Service Analytics Communication 111

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Consumers 60

Consumers Self Service Study Retail 60

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? Trendy Customer Experience Management. Need for a Customer Experience Management Strategy Model.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

SmartKarrot

AUGUST 12, 2021

AI can significantly impact customer experience by making it automated, fast, and hassle-free. Chatbots, for example, are precisely programmed for various customer-engagement scenarios like simulating human communications and provide instant, personalized responses. Customer Engagement through voice, visual, and text.

Customer Experience 11

Customer Experience Automotive Chatbots e-support 11

Beyond Philosophy

MAY 15, 2021

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. 5 Rules for Managing Your Customer Experience in Business to Business. Customer Experience Information & Resources.

Customer Experience 103

Customer Experience Management B2B Effort Score 103

Verint

NOVEMBER 27, 2017

The customers were able to select their preference for the next user conference site via picture, and quickly realized that the image option automatically created a personal bias. Sometimes the ease with which technology enables us to create eye-catching surveys can be risky. I recently saw a survey that used photos as buttons.

Survey 32

Survey Gamification Feedback Guidelines 32