Beyond Philosophy

AUGUST 10, 2020

How to Make Your Experience Easy and Gain Growth. I hear things like this when I go into an organization: “We want to delight customers at every moment of contact.” People many times do not want to be delighted; they want to be done already. As a general rule, customers want things easy. Key Takeaways.

Effort Score 128

Effort Score How To Self Service Government 128

Beyond Philosophy

MAY 28, 2021

Business relationships are a lot like customer relationships. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships.

Customer Experience 155

Customer Experience Management B2B B2C 155

West Monroe

APRIL 10, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. About the episode Highmark Health had the goal of building a health ecosystem that worked better for everyone. How does this impact the way you think about digital products and experiences?

Healthcare 52

Healthcare Company Insurance Innovation 52

Kustomer

NOVEMBER 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Dixon from Tethr to reinvent what it means to delight your customers. Delight typically means going above and beyond customer expectations, so what is there to reinvent?

Customer Service 98

Customer Service Effort Score Self Service Customers 98

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). That makes the NPS of NPS 32. blog linkedin twitter Why?

System 338

System Effort Score NPS Net Promoter Score 338

Customer Bliss

NOVEMBER 1, 2018

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. Do You Live Your Values? The employees are ultimately happier, which creates happy customers.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Uniphore

OCTOBER 4, 2021

This means modern businesses should not only keep customers happy but also exceed their expectations. Indeed, a recent PwC report found that the keys to great customer experiences are “speed, convenience, consistency, friendliness and human touch.” But importantly, it’s also critical to know what customers want and when they want it.

Customer Service 100

Customer Service Customers Brands Examples 100

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. So… have very realistic expectations.

Data 98

Data Customer Experience Customer Journeys Analytics 98

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? To remember why we do our jobs in the first place: the customer.

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

delighted

OCTOBER 21, 2021

Have you ever gushed to your friends about how happy you are with your new job? Perhaps you’ve posted on LinkedIn about a project your team just wrapped up, and how proud you are to work with such a motivated and talented group of people? Or, ever donned a company-branded tee when running errands? Let’s dig in. in public . in public .

Tips 91

Tips Social Media How To Net Promoter Score 91

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

West Monroe

OCTOBER 11, 2022

Apple Podcasts. Google Podcasts. About the episode. Do you feel like you lead customers or customers lead you? Customers don't know what they don't know. Customers didn't know that was coming. But we're going to put those onto social media platforms and have customers vote on them. Group Copy.

Case Study 52

Case Study Data Social Media Brands 52

ProProfs Chat

AUGUST 28, 2020

Customers are getting smarter. That’s why customers have higher expectations from you. Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization.”. Customers also expect flexibility and consistency when communicating with a brand.

Customer Expectations 105

Customer Expectations Meeting Self Service How To 105

ChurnZero

APRIL 8, 2020

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? They are the lifeblood of your brand.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

Interactions

JANUARY 6, 2022

Just last month on our podcast, The ConversAItion , Dr. Andrew Giessel, Moderna’s Director of AI and Data Science discussed how AI is at the heart of Moderna’s drug discovery and manufacturing processes. With the on-going impact of the pandemic, customers and businesses are increasingly turning to AI technology for independent reasons.

Customer Experience 71

Customer Experience Contact Center eBook Interaction 71

Kustomer

JUNE 27, 2022

A new era in customer service has arrived. The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Not one single survey has ever indicated that customers wouldn’t pay more for great service, according to Forbes. What Is Customer Service Software?

Software 98

Software Tools Customer Service Self Service 98

Playvox

SEPTEMBER 30, 2022

Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. Your team is one of the most important teams in your business because you have a direct line to customers, their concerns, and their insights.

Contact Center 67

Contact Center Report eBook Tips 67

Beyond Philosophy

SEPTEMBER 16, 2021

Welcome to my second article in a series about assessing customer centricity in our global Customer Experience consultancy. All organizations are somewhere on a spectrum from Naïve to Natural, with Naïve being the least customer-centric and Natural being the most. Customer Strategy.

Customer Focused 88

Customer Focused Marketing Customer Centricity Government 88

Kustomer

DECEMBER 24, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Greg Segall , Sean MacPherson , and Vikas Bharmbri to exchange views on the personal experience movement. Learn how these leaders relate to their customers on a deeper level by listening to the podcast below.

Loyalty 64

Loyalty Connections Customer Experience Examples 64

Customer Bliss

MARCH 29, 2016

Dear Mr. Friedman, As one of the architects of the customer experience for some great companies working to deliver customer service and delight, like you, I share your passion for getting it right for customers. This is the clearest path to customer-driven growth. It’s a major difference.

Customer Focused 0

Customer Focused Culture Leadership Wait Times 0

Kustomer

JANUARY 7, 2021

Listen and subscribe to our podcast: 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 create a personalized, data-driven customer experience. Creating a Data-Driven Customer Experience.

Data 88

Data Customer Experience Advertising Brands 88

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Wootric CX Blog

FEBRUARY 14, 2019

They make our lives better, share their expertise, uplift our spirits, and show profound generosity. These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Tell us today on Twitter @Wootric.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Kustomer

MARCH 12, 2020

In this episode of Customer Service Secrets , Gabe Larsen is joined by Matt Dixon to discuss creating an effortless experience for customers. Matt worked for a profit think tank and currently works at a company called Tethr, an AI platform that helps customers understand and interpret data. Listen to the full podcast below.

Effort Score 52

Effort Score Self Service Customers Multi-Channel 52

Kustomer

AUGUST 27, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Vikas Bhambri, SVP of Sales and CX at Kustomer, 20 year CRM Contact Center Lifer, and Gabe’s partner in crime to make a big announcement. The Value of Self-Service.

Self Service 52

Self Service Chatbots Retail Contact Center 52

C Space

OCTOBER 1, 2018

Making Frugal Feel Good: How Budget Brands Win Premium Customers Through Superior CX. A respected leader within the market research industry, and an oracle within the company, she has changed how companies understand customers, respond to emerging trends, and apply new technologies to create growth.

Brands 40

Brands Airlines Retail Customer Centricity 40

Kustomer

SEPTEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , In this episode of Customer Service Secrets, Gabe Larsen is joined by Vipula Gandhi, the current Managing Director at Gallup, to discuss customer service data and the connection between customers and employees.

Wait Times 52

Wait Times Net Promoter Score Hospitality Customers 52

Kustomer

FEBRUARY 18, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by John Timmerman to talk about operationalizing the customer experience. John currently serves as Vice President of Operations at Mercy , providing exceptional customer and patient service.

Customer Journeys 59

Customer Journeys Hotels Training Customer Experience 59

NetBase

JUNE 5, 2020

And there are key stats to consider as you plan your entertainment marketing spend, including: Customer data plays a significant role in advertising targeting and retargeting. Now in 2020 they play host to an interactive game show that delights consumers from their recliners. You’re seeing a peppering of production values.”

Innovation 73

Innovation Brands Social Media Advertising 73

C Space

AUGUST 5, 2018

But how exactly do they add value, and what are the key benefits of them? It’s hard to find a C-suite perspective that doesn’t point to the need for customer centricity; to hardwire the customer into the heart of business decision making. 2) Agile 24/7 access to customers. July 10, 2018.

Retail 40

Retail Customer Centricity Study Travel 40

Beyond Philosophy

APRIL 2, 2022

A common mistake organizations make with their experience is failing to understand customer expectations. This mistake will lead to customers feeling unhappy and disappointed—two emotions I guarantee won’t contribute to your customer-driven growth. Key Ideas to Improve your Customer Experience.

Customer Journeys 13

Customer Journeys Comparison Exercises Consulting 13

Kustomer

OCTOBER 29, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Freedman from Kustomer to evaluate the formula for high performing CX teams. Learn how Matt has successfully built brand loyalty in a new economy by listening to the podcast below. The Me-Economy.

Self Service 52

Self Service Brands Omni-Channel Loyalty 52

Customer Guru

JUNE 29, 2018

We, at Customer Guru, reckon that customer experience (CX) has become the key differentiator in the success and growth of any business. Raj and Vivek talk about the importance of customer experience in healthcare and how it is changing the healthcare industry. We’d be more than happy to help! Transcript.

Hospitality 76

Hospitality Healthcare Customer Experience Management 76

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. podcast and the Experience Maker Show.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

LiveChat

DECEMBER 14, 2017

Every potential customer likes to feel special, cared for, unique. By researching what our customers are interested in, we can improve both their mood and our sales. Yeah, who would’ve thought, the same customers who like to get pampered are lazy too, go figure. Adapt to lazy visitors. Revamp transactional emails.

Marketing 28

Marketing Social Media Customers Examples 28

ProProfs Chat

AUGUST 8, 2019

Do you know that 52% of consumers make an additional purchase from a company after a positive customer service experience? Trust me, they all come looking for a good customer service experience, which at times, many brands fail to offer. But you need to know that good customer service stories aren’t made in a day or two.

Customer Service 51

Customer Service How To Airlines Omni-Channel 51