Experience Investigators by 360Connext

AUGUST 9, 2022

This type of reactive approach may allow for a short-term win, but it will never lead to consistent, positive outcomes. Collecting feedback and not creating real, long-term change in the organization means disappointment for both customers and leaders. If your top leaders aren’t treating CX as a strategy, then lead where you can.

Customer Journeys 143

Customer Journeys Effort Score Net Promoter Score Metrics 143

Beyond Philosophy

JUNE 15, 2023

However, this part isn’t relevant to customers. Remember, people don’t form relationships with clouds. It’s the emotional attachment I have n t how fast the processor works on the Hokey-Cokey 4000. Android phones often introduce popular features that Apple doesn’t even have.

Brands 145

Brands Banking Insurance Conference 145

Kristina Evey

DECEMBER 5, 2017

We all know how to do it… but few know how to do it well … and it could be driving your customers away if you don’t do it well. But if the other party doesn’t listen – REALLY listen – nothing that was said matters… at all. LISTEN to what they don’t like about your company and product.

Customer Experience 409

Customer Experience Loyalty Feedback Customers 409

Experience Investigators by 360Connext

SEPTEMBER 6, 2017

Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. And since he doesn’t offer any ideas or help direct an initiative to drive those metrics upward, those numbers continue to slip or stagnate.

Net Promoter Score 547

Net Promoter Score How To Customer Centricity Metrics 547

Bill Quiseng

DECEMBER 6, 2023

As a leader, don’t be just good to your employees. Don’t just be good. INVESTMENT Your employee should be seen as a long-term investment in your business and not as a short-term labor expense. Don’t just lead your employees. When it comes to leadership, don’t just lead them to be good.

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

Beyond Philosophy

AUGUST 11, 2022

It turns out it wasn’t. After the pandemic, people realized what they wanted out of a job, and many times, it wasn’t these customer-facing positions. Moreover, people don’t feel like they are part of the organization. The postal service isn’t breaking customer experience records right now either.

Airlines 146

Airlines Net Promoter Score Self Service Effort Score 146

Experience Investigators by 360Connext

JANUARY 7, 2020

It can’t be a yearly theme, because then the year comes to an end. I am NOT seeing headlines claiming this year will be “The Year of Sales” or “The Year Payroll Finally Wins” because it’s accepted that selling is an ongoing part of any business and you can’t put payroll on a short-term timeline.

Net Promoter Score 173

Net Promoter Score Effort Score NPS Report 173

Beyond Philosophy

DECEMBER 28, 2023

For example, I asked him about the short-term implications of AI, meaning in the next one to five years. Now, many of you might be thinking, “Don’t I already do that with Alexa?” When the AI can’t provide that answer, it passes the query on to a human. He predicts that customers can ask, “Hey!

Self Service 88

Self Service Airlines Conference Call Center 88

Horizon CX

FEBRUARY 29, 2024

Perfunctory service creates a barrier to building long-term relationships with customers, resulting in lost opportunities for repeat business and revenue growth. Impact on Employee Morale: Perfunctory service doesn’t just affect customers—it also takes a toll on employee morale.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

Beyond Philosophy

JUNE 22, 2023

In business, people don’t say no enough, particularly to their boss. It’s easy for you to do, meaning it doesn’t take much energy, and the person gets a significant benefit. Patrick says you don’t get pushback when you speak from your identity. But this inability to say no goes home with people, too.

Policies 143

Policies Exercises Examples Financial 143

Beyond Philosophy

NOVEMBER 23, 2023

Regret isn’t an emotion only for disappointed new customers. However, I don’t buy Sony anymore. Not buying their stuff is bad enough, but I didn’t stop there. However, in this case, my electronic purchase decision wasn’t great, and I have to revisit this failure every time I turn the bloody thing on.

Tools 78

Tools Comparison Feedback Examples 78

Customer Bliss

FEBRUARY 11, 2020

But we don’t build the guardrails; we don’t think about the behaviors; and we don’t consider the leadership and the legacy that we’re building for in the long term. So this is very critical for the long term sustainability, prosperity and profitability of your organization.

Chief Customer Officer 218

Chief Customer Officer Video Leadership Company 218

Bill Quiseng

DECEMBER 13, 2021

Customer retention supports long-term growth because it creates a loyal customer base. When these loyal customers are supported through great customer service, then they don’t have a reason to seek out other businesses. You should always strategize with your long-term goals in mind and a mission statement helps keep you focused.

Customer Retention 173

Customer Retention Customer Service B2C Customer Service Strategies 173

Experience Investigators by 360Connext

OCTOBER 17, 2018

Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it. And I agree. Is that odd?

Leadership 283

Leadership Culture Customer Centricity Report 283

Beyond Philosophy

NOVEMBER 2, 2023

However, he wasn’t just being cool; he used them for research. Professor Simonson learned that sometimes, we don’t want to make a choice or at least not a new one. Do you want something lesser but more immediate or longer-term with a more significant benefit? Stanford Professor Itamar Simonson is very clever.

Conference 88

Conference Loyalty Programs Examples Customers 88

Customer Bliss

APRIL 17, 2020

What’s interesting about this is that there are many businesses out there that can give—what my mom used to call “sleeves out of the vest”—offering something that doesn’t necessarily cost them something over the long term, but will work to raise the water level for everybody else.

Marketing 208

Marketing Financial Video Company 208

Storyminers

DECEMBER 7, 2020

Instead, we’ll remind you how to communicate in profoundly human terms. No, that value doesn’t refer to cash or a sale. In “ What We Say And How We Say It Matters More Than Ever ” (and in the accompanying video), you’ll learn about how to frame communications, not as a chore or a pattern. –go first.

Communication 223

Communication Video Groups Sales 223

Beyond Philosophy

OCTOBER 19, 2023

But you won’t be surprised if you ask the question. Consider abstract thinking versus concrete thinking or short-term thinking versus long-term thinking or emotional, hot cognition versus sensible, cool cognition. Also, it doesn’t take any energy to make that decision because it’s always there.

Customer Change 88

Customer Change Customer Journeys System Groups 88

Beyond Philosophy

MAY 4, 2023

Make some long-term decisions and long-term bets. The book has a lot of superior wisdom, but, in particular, I liked Blanchard’s question at one point: What would you do if you weren’t scared? In other words, don’t give up. Rule #5: Make some long-term decisions and long-term bets.

Consulting 78

Consulting Social Media Examples Customer Experience 78

Bill Quiseng

NOVEMBER 22, 2023

And they’ve done it so often for so long that “CX” has been the traditional term of many business professionals to explain customer experience management. Saving the best for last, don’t just deliver to your people top-down, one-way, “one and done” customer service training. But no more. And, yes, educate everyone.

Customer Journeys 97

Customer Journeys Self Service Customer Service Training NPS 97

BirdEye

MARCH 1, 2024

As a marketing agency, Google’s E-E-A-T guidelines impact you twofold. First, optimizing E-E-A-T builds trust and authority for your website. But just as importantly, leveraging E-E-A-T is crucial for effectively managing clients’ websites. Table of contents What is E-E-A-T?

Guidelines 59

Guidelines Social Media Case Study Effort Score 59

Beyond Philosophy

SEPTEMBER 22, 2022

Therefore, one issue of the newsletter won’t be enough. ” He implies with his playful description that our brains like patterns, and we couldn’t turn off this preference even if we wanted to. So, we usually don’t. Memory is also classified into two types, short- and long-term memory.

Examples 88

Examples Customer Experience Retail Connections 88

Beyond Philosophy

AUGUST 5, 2023

Unfortunately, when we do get the feedback, we discover that we weren’t quite so great as we thought we were. From a psychological perspective, perception isn’t the correct term. 05:00 Before we move further into solving Damien’s pickle, we define our terms in the style of psychology.

Customer Experience 78

Customer Experience Feedback Customers Survey 78

Beyond Philosophy

MAY 6, 2023

After a search of both my hard drives (computer and memory), I realized that I didn’t. Now, part of not having any content on the subject means I didn’t have a definition ready for the term. To remedy this giant hole in our content, we recorded this podcast.

Customer Engagement 147

Customer Engagement Engagement How To Fashion 147

Beyond Philosophy

AUGUST 3, 2023

Have Long-Term Goals Hopefully, your working life will also span decades. You have likely worked some in the world and, in doing so, have determined there are some things you want to do and some things you don’t. Also, most of us have an immediacy focus on our short-term goals and rewards.

Tips 78

Tips Sales Examples Tools 78

Integrity Solutions

DECEMBER 11, 2023

It’s true that cold calling can be hard, grinding-it-out work, and the rewards aren’t instant. But it doesn’t have to be the task that everyone dreads. In other words, they haven’t done things like fill out a form on your website, attend a webinar, engage with you on social media or shown any intent to purchase.

Sales 98

Sales How To Connections Industry 98

Beyond Philosophy

APRIL 16, 2021

Don’t be naïve. Rule #1: Don’t Be Naïve. . Many people don’t think they have company politics, or if they do, that the company politics do not affect them. If people were all behaving rationally, then politics wouldn’t be a thing. So, don’t be naïve about people’s motivations.

Company 148

Company Management Consulting Measurement 148

CSM Magazine

APRIL 16, 2024

Efficiency isn’t just a buzzword – but a survival skill when juggling work, life, and everything in between. This isn’t mere outsourcing; it’s consciously choosing where your presence truly adds value. This isn’t just convenience; it’s strategy. How do you keep up? The time you save?

Tips 52

Tips Management Transportation Exercises 52

ShepHyken

AUGUST 3, 2021

This is even more important as we advance because brands that don’t understand loyalty and community will be dead in the water. Brands and companies can now predict what you might like, prevent fraud, mitigate risk, or identify a new market that hasn’t been touched.

Loyalty 118

Loyalty Customer Centricity CRM Leadership 118

Beyond Philosophy

FEBRUARY 15, 2024

However, he hasn’t the faintest idea of how to do it from a practical sense. Still, when you ask them what emotion they are trying to evoke, they tend to gravitate towards terms like “positive” or “favorable.” For example, if customers say they aren’t sure about something, they feel uncertain.

Connections 88

Connections Loyalty Brands How To 88

ShepHyken

JANUARY 15, 2024

Accountability isn’t about assigning blame. Inviting accountability opens the door to conscious decision-making, enabling individuals to confront their current behaviors, and get better long-term results. This means consistently choosing actions and behaviors that align with your goals and long-term success.

Sports 78

Sports How To Exercises Culture 78

dscout People Nerds

JANUARY 31, 2023

Passing up on doing research doesn’t always feel intuitive—but sometimes it’s a better choice for the long-term.

93

93

CSM Magazine

MARCH 7, 2024

We are wiping the floor in terms of SLA and KPI performances, with customer response times of between 24 and 36 hours, and we are cleaning up when it comes to customer reviews. This performance wouldn’t have been doable without BigChange.”

Automotive 52

Automotive Customer Relationship Management CRM System 52

Beyond Philosophy

JULY 2, 2020

Organizations that are responding to things: Firms who are responding accept that the changes are not going to go away, at least not in the short term, meaning the next year or so. When times are good, and business is in a growth mindset or at least a good mindset, people generally don’t like uncertainty, with some exceptions.

Customer Experience 195

Customer Experience Airlines Customer Journeys Groups 195

ShepHyken

MARCH 4, 2024

What is the significance of receiving high customer satisfaction ratings for a business, and how can this impact long-term success? We don’t do it for the ratings or because it is cool and popular. We don’t do it for any other reason than to give back to our communities.”

Culture 80

Culture Company Wireless Customer Satisfaction 80

CSM Magazine

MARCH 26, 2024

If a white-label fintech program, for example, has features that don’t fit it or aren’t implemented with the best technology, being competitive is going to be a problem. Things such as regulatory compliance, security, as well as industry best practices aren’t what many want to focus on.

Software 52

Software Industry Banking Sales 52

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. The CMO stopped me because he knew right away that it wouldn’t work for their company. However, I don’t think his situation is unique.

Culture 167

Culture Airlines Call Center Customer Centricity 167