Experience Investigators by 360Connext

DECEMBER 10, 2014

Satisfaction surveys are important to capture customer feedback in a logical and objective way, right? That’s the idea, unless the survey is the result of an aggressive salesperson coaching the customer. For the sake of this story, let’s call him George. How do more typical customers feel about it?

Customer Satisfaction 243

Customer Satisfaction Survey Retail Social Media 243

Seaton CX

MARCH 7, 2023

And while we humans have spent the last few millennia trying to convince each other we’re a rational, logical, structured, analytical, consistent, data-driven, strategic-planning, business-case-writing, common-sense kind of folk, we don’t act that way. Do copiers even burn? Time to find out.

Customer Experience 59

Customer Experience Transportation Leadership Fashion 59

ShepHyken

DECEMBER 21, 2021

Customer Service Avoidance. How CX Avoidance Impacts Customers, Employees, and Brands. Shep Hyken interviews Dan Hill, founder of Sensory Logic, Inc. They discuss how to use technology and staff the customer service department to be effective throughout the entire customer journey.

Customer Service Representative 67

Customer Service Representative Customer Confidence Chatbots Advertising 67

GetFeedback

AUGUST 14, 2019

Let’s talk about customer satisfaction. . In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. Can CSAT improve customer experience? .

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG. Jay Nathan , Chief Customer Officer, Higher Logic.

Study 87

Study Customer Success Chief Customer Officer Leadership 87

AWS Machine Learning

MARCH 30, 2023

Since Steffen Baumgart took over as coach at FC Köln in 2021, the team has managed to lift themselves from the bottom and has established a steady position in the middle of the table. Throughout a match, the positions of the players and the ball are tracked by cameras around the pitch and stored as coordinates in a positional data stream.

Sports 71

Sports Telecommunications Data Consulting 71

Comm100

NOVEMBER 27, 2017

Still, customers don’t respond to a non-apology the same way they do a sincere one. Research shows that customers feel a sense of restored fairness when companies apologize, provided CEOs show sufficient empathy— a key factor for successful personal apologies, too. . They called me day and night when they felt the need to.”)

Social Media 290

Social Media Video Effort Score Brands 290

Lumoa

JANUARY 23, 2018

If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction.

Analytics 304

Analytics NPS Financial Analysis 304

Zeisler Consulting

MARCH 30, 2021

The charter of any successful CX organization or effort should be to improve your processes and operations based on insights garnered through a robust Voice of the Customer program. For example, if it’s within Customer Support (this is common), you can still improve how you deliver that support (i.e., within that scope of authority).

Chief Customer Officer 93

Chief Customer Officer Culture Survey Interaction 93

AWS Machine Learning

MARCH 30, 2023

Some of the factors considered by the model are: distance to goal, distance to goalkeeper, shot angle, number of players between the shot location and the goal, goalkeeper positioning, and predicted shot trajectory. What makes this save remarkable is the goalkeeper’s positioning, instinct, and reflexes.

Sports 69

Sports Effort Score Telecommunications Data 69

ClearAction

DECEMBER 16, 2017

Customer Centric Listening Lynn Hunsaker. Listen to your customers’ experiences at the highest levels in your company to set customer-centricity standards. There’s no substitute for fresh unvarnished customer stories in aligning your culture to customers’ values and concerns.

Customer Centricity 54

Customer Centricity Customers Consumers Culture 54

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform.

Innovation 115

Innovation Customer Success NPS Touchpoint 115

SurveySparrow

JULY 4, 2021

Your customers want to connect with your product. And when you emotionally connect with your customers, they’ll remember you. Emotion branding is a process of building a long-term, emotional connection between a customer and a product or business by triggering their emotions. The Science Behind Emotional Branding.

Examples 52

Examples Brands Social Media Advertising 52

Gainsight

MAY 7, 2021

10 strategies for developing a mindset to help you better navigate challenging customer interactions. If you’re being honest with yourself, you know that at one point in time you’ve been that customer. Where Do Difficult Customer Conversations Come From? 6 Mindset Shifts to Prepare You for Challenging Customer Conversations.

Tips 63

Tips Strategy Customers Customer relationships 63

Totango

AUGUST 14, 2020

In customer success, your customers define their own victories. No one-size-fits-all finish line exists that clients must strive to cross, and there is no Harvard Business School concept of accomplishment you can award your customer before resting on well-earned laurels. Creating Better Customers, by Definition.

Customer Success 76

Customer Success Customer Journeys Customers Case Study 76

Education Services Group

NOVEMBER 23, 2021

My favorite part of attending Customer Success conferences is knowing that I will walk away with a plethora of best practices and tangible solutions that can be implemented with my team immediately. That’s because leaders in the Customer Success community are always willing to share how they’re tackling today’s major industry challenges.

Customer Success 52

Customer Success Trends Conference Customer Journeys 52

Beyond Philosophy

SEPTEMBER 13, 2017

When you are making decisions, you carefully consider all the facts and factors that present in a logical and orderly process, right? You rarely make decisions this way—and neither do your customers. Fairy tale stories are one thing. Join us for our Intuitive Customer Conversations webinar series. Not so fast.

Exercises 149

Exercises Study Examples Consulting 149

NetBase

MAY 27, 2020

And customers who found the ease and comfort of buying directly from brands will likely continue to do so. And since consumers habitually make purchase choices emotionally over logic, this is telling indeed: Consumers want D2C companies in their lives now more than ever, and it’s not just for their munchies…. D2C is Here to Stay.

Brands 97

Brands Strategy Consumers Trends 97

BlueOcean

FEBRUARY 8, 2017

We already know most people hate calling tech support and even in basic customer service scenarios, consumers prefer to use self-serve options over contacting a customer service agent directly. Encouraging your contact center agents to deliver empathetic customer service is going to take more than a simple tactic like call scripting.

Contact Center 120

Contact Center Training Call Flow Interaction 120

ProProfs Chat

AUGUST 24, 2018

After being in touch with a customer service representative, the process becomes even more aggravating when a solution isn’t reached. Inaction, rudeness and failure to take ownership of their mistakes – these are just some of the negative approaches to customer success that have left a black mark on many organizations.

Customer Service 74

Customer Service Customer Experience How To Policies 74

Amity

SEPTEMBER 2, 2016

Your Customer Success dashboard says everything is fine with a key customer. The data looks positive, but your intuition nags at you. Neuroscientists say we are always of two minds: logical and intuitive. Our goal then is to use both logic and intuition optimally to make decisions. But you’re not so sure.

Financial 65

Financial Data Analysis Customer Success 65

Education Services Group

APRIL 22, 2022

The Non-Flippers took an early lead, but the Flippers striked back with hard and sound logic: “would you lick a cone with the roof of your mouth or your tongue?”. The final battle of the war begun as responses flew in, and I watched as lifelong friends become foe. See ya next week! Message me if you’re a Flipper.). The Resolution.

Data 98

Data Effort Score Customer Success Social Media 98

Beyond Philosophy

NOVEMBER 1, 2017

The numbers may be accurate, but the logic is flawed. Lying to customers, as Wells Fargo did, creates negative emotions. In our global customer experience consultancy, we recognize that a customer’s experience has several components. In general, positive emotions drive value and loyalty, while negative ones destroy it.

Banking 110

Banking eBook Consumers Consulting 110

ijgolding

JANUARY 27, 2016

The story led to me meeting the man responsible for Customer Experience at McDonalds in the UK. Now death, I appreciate, is hardly the most positive theme or smile generator to be kicking off this article. Now death, I appreciate, is hardly the most positive theme or smile generator to be kicking off this article.

Hospitality 120

Hospitality Social Media Metrics Trends 120

ShepHyken

DECEMBER 9, 2016

This week on our Friends on Friday guest blog post my colleague, Stephan Delbos, writes about the importance of doing more than satisfying customers, you must delight them. There is a big difference between satisfied customers and loyal customers. What Emotions Mean for Customers. Satisfactory is a rating. Shep Hyken.

Customer Satisfaction 48

Customer Satisfaction Net Promoter Score Loyalty Connections 48

Thematic

AUGUST 7, 2019

This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action. Established businesses know the value of leads, because they know how well this convert to customers. You need not just a positive ROI, but ideally greater than 2 or 3.

ROI 123

ROI NPS Metrics Financial 123

Answer Dash

OCTOBER 15, 2018

In addition to tried-and-true foundational practices, our group of professionals shared their insights into new ways of approaching demand generation, improving content marketing, and leveraging early forms of machine learning and AI — all within the framework of a vastly expanded appreciation of the central role of the customer experience.

B2B 76

B2B Marketing Customer Experience Touchpoint 76

Integrity Solutions

OCTOBER 6, 2020

Imagine what a difference it would make if you could increase the entire team’s ability to sell more and develop stronger customer relationships. Why Sales Skills Aren’t the Whole Story. Salespeople are largely driven by emotion — on average 85% feelings, attitudes and emotions and 15% logic, knowledge and discipline.

Sales 87

Sales Training eBook Video 87

Magellan Solutions

AUGUST 9, 2021

Different Emotions Used by B2B Lead Generation Companies in Philippines to Persuade Customers. According to recent studies, customers made 95% of their purchasing decisions unconsciously. . It means they will use their emotion first to decide and will later justify their decision logically after buying the product.

Call Center 52

Call Center ROI B2B Sales 52

AWS Machine Learning

APRIL 5, 2023

These images can be reused many times for different stories, especially when the publisher has images of celebrities. Quite often, a journalist may need to crop out a desired celebrity from an image to use for their upcoming story. He helps customers creating AI/ML solutions which solve their business challenges using AWS.

Entertainment 76

Entertainment Policies ROI Resources 76

Totango

JULY 24, 2020

The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. The best B2B client expansion strategies achieve this by creating more value for customers — value that they will be willing to pay for. Leverage Voice of Customer Feedback.

B2B 62

B2B Strategy Customer Success Customer Centricity 62

Oracle

JANUARY 14, 2018

Javits Convention Center, NRF is one of the largest and most anticipated retail events each year, and showcases the latest in retail customer experience trends and technology innovations. NRF 2018 Day 1: Retail Customer Experience Takeaways. But like Marcia Kilgore said, great brands are equal parts magic and logic.

Retail 49

Retail Customer Experience Innovation Conference 49

Amity

FEBRUARY 27, 2017

To continue the CSoT (Customer Success of Things) blog series and as we onboard 2017 with new resolutions to transform our habits, let’s keep in mind our digital transformation context and take a Darwinian look at the role of customer success to facilitate this exciting evolution. Digital Darwinism does not discriminate.

Customer Success 48

Customer Success Innovation Technology Customers 48

SurveySparrow

MAY 26, 2022

Do you want to deliver a memorable experience to your guests through personalization and stellar customer service? A hotel guest survey is crucial to assess how satisfied your customers are with different aspects of the service you provide. Hotel customer questionnaire: Template. Know what exactly is it that your customers want.

Hotels 52

Hotels Survey Feedback Software 52

Comm100

NOVEMBER 3, 2017

Someone who is going to work with social media customer service is going to need different training than legal, legal is going to need different training than corporate, etc. Recommended for you : You Need a Jointly Owned Social Media Customer Service Strategy ASAP – Here’s Why. Social Media Training Options. See How Others Do It.

Social Media 112

Social Media Course Training Marketing 112

InMoment XI

FEBRUARY 1, 2024

Understanding customer and employee sentiment is more than just a competitive edge—it’s essential, with companies in every industry and sector focusing resources on comprehending it. It offers a deep understanding of customer and employee feedback, transforming complex data into clear and actionable insights. Data is gold.

Analysis 260

Analysis Analytics Social Media Loyalty 260

SurveySparrow

JANUARY 21, 2022

Customer surveys find what’s brewing in their minds about our offerings. So, surveys solve a recurring problem by collecting quality customer feedback. How do we make sense of all these numbers so that everyone in your team knows what customers think? Moreover, customer perception might be right or wrong.

Examples 52

Examples How To Survey Brands 52