InMoment XI

DECEMBER 23, 2021

And let’s be honest, that refresher is exactly what we all need after the holiday break. Brands can achieve all of this by sticking to a simple, five-step framework that we call the Continuous Improvement Framework: define, listen, understand, transform, realize. You’ve come to the right place! The Continuous Improvement Framework.

Customer Experience 529

Customer Experience Analytics eBook Survey 529

InMoment XI

MAY 31, 2022

Even if aggressive customers haven’t been a problem for your brand specifically, you’ve no doubt heard all the horror stories about employees and brands for whom they have been. As a result, many employees are expecting brands to make some pretty big changes in the post-pandemic era. How Customers and Employees View This Problem.

Employee Experience 529

Employee Experience Customer Experience Airlines Trends 529

InMoment XI

MAY 18, 2022

Here’s what we’re doing and why we think it is successful. For our post-opportunity listening post, we’ve found that interviews are the most effective way to engage buyers. Interviews can either supplement or replace a post-sales survey. Building Human Connections. Buyer Interviews Process. Time to Get Started!

B2B 493

B2B Company Roadmap Sales 493

C3Centricity

MARCH 25, 2024

What they all need is a strategic growth blueprint. So I decided to do just that with this post, but first a warning; customer understanding is being lost! It is a well-known fact that when budgets get tight, marketing is usually one of the first departments to suffer cuts, and market research in particular! Why is this?

Marketing 226

Marketing ROI Analysis B2C 226

Lumoa

SEPTEMBER 1, 2023

We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Our initial launch offered two summaries for your Positive and Negative responses, but we now offer a way to get a single summary covering all feedback for a topic. The post Product News – August 2023 appeared first on Lumoa.

B2C 394

B2C Trends Knowledge Base ROI 394

Lumoa

FEBRUARY 7, 2023

With all relationships, taking the time to listen is crucial to its success. Here are 6 ways you can collect VoC data: Customer Surveys: often what most people think of first when it comes time to collect feedback. Are customers talking or complaining about the same stuff on all the different channels? or is it different?

Analysis 423

Analysis Data How To Customer Centricity 423

Lumoa

APRIL 8, 2024

We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. The post Product News – March 2024 appeared first on Lumoa. content Lumoa Product News for March 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! Let’s get started! Lumoa is now apart of Netigate.

Roadmap 208

Roadmap Knowledge Base Survey Feedback 208

Lumoa

FEBRUARY 29, 2024

We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Ask Lumoa is currently in Beta right now while we iron out all of the issues for a full release. You can see all of the available styles from this article on custom colors in our knowledge base. Let’s get started!

Knowledge Base 208

Knowledge Base Customer Voice Feedback Touchpoint 208

C3Centricity

JANUARY 2, 2024

Since we founded C3Centricity in early 2011, one of our traditions has been to share the most popular posts on customer experience at the beginning of each new year. This past year has been particularly successful for C3Centricity, with many of our newest posts getting the top scores globally! And the importance of business insights.

Customer Centricity 226

Customer Centricity Course Brands Innovation 226

C3Centricity

JANUARY 16, 2024

Many people think that customer centricity is the same as customer experience. At least if they are thinking about the traditional CX model. All of this has resulted in individual actions being taken without a holistic view of the customer or their experience. Everyone is talking about the importance of customer centricity.

Customer Centricity 226

Customer Centricity Customer Experience Customer Journeys Touchpoint 226

Steve DiGioia

MAY 2, 2022

We are all well aware that great customer service can only be achieved by: Anticipating the customer’s needs. Based on their social media posts, fans are expecting a high-flying and action-packed match. RELATED POST: Why Mom Was Right About Anticipatory Service. Think, “ What would I want if I was the customer?”.

Customer Service 328

Customer Service Entertainment Sports Social Media 328

C3Centricity

MAY 2, 2023

Advantages of a Customer-First Strategy If you regularly read my posts, you will know that I’m passionate about companies adopting and improving their customer-first strategies. As an example of this, think about Amazon , which is well known for its customer-centric approach.

Strategy 225

Strategy Customer Centricity Advertising Customer Satisfaction 225

Steve DiGioia

OCTOBER 15, 2020

We all strive for the best but are we willing to do what’s needed to achieve the moniker of “the best”? You may think that’s cool but trust me, it’s not. That may be fine for the gathering at the corner bar after work but think of how it makes you look to your peers or superiors. RELATED POST: What Do They Think of Me?

Tips 279

Tips Industry How To Company 279

BlueOcean

MARCH 31, 2022

The common thread between what workforce management experts and what the manager of a pro sports team might do when the game is on the line is pretty obvious once you think about: we both depend on both statistics and relentless practice to make informed decisions and react to changing dynamics. We can’t wait to help you create a gameplan!

Contact Center 296

Contact Center Sports Conference Resources 296

Steve DiGioia

JANUARY 3, 2022

We all speak about expectations, customer expectations. And most, if not all, fast food business always gets this right. You’d think every drive-thru understood this, but NO, they don’t. RELATED POST: I shouldn’t have to ask for a napkin, that’s a pet peeve for me. Serve All Food Together. Here’s why.

Customer Expectations 351

Customer Expectations Social Media Advertising Touchpoint 351

Experience Investigators by 360Connext

SEPTEMBER 19, 2023

It’s understandable for CX leaders to want to address everything, everywhere, all at once. We all have to start somewhere! To start setting better CX goals, think about the common pain points in your customer journey. But they can all be clearly defined so it’s clear when you are successful.

How To 248

How To Net Promoter Score Course Customer Journeys 248

C3Centricity

MARCH 21, 2024

So I decided to do just that with this post, but first a warning; customer understanding is being lost! I think that this is because all the studies I have seen on the topic concentrate on identifying what is wrong, but rarely offer help in what to change to provide more visible value to their companies. years in their position.

Marketing 156

Marketing ROI Analysis B2C 156

ChurnZero

APRIL 1, 2024

This is a guest post by Todd Busler, CEO of Champify. When companies think about investing in their customer base, they are usually thinking about driving product adoption, reducing churn, or even delivering expansion revenue. Rarely are teams thinking about the impact on new logo pipeline. This is a missed opportunity.

B2B 92

B2B Customer Success Customers Sales 92

Customer Bliss

DECEMBER 16, 2020

After all, customer experience at its core is about #LEADERSHIP. We’re all living in a world of, “What’s going to come next?” All of this work is about the underbelly of the organization. All of it is about #LEADERSHIP. Think through the small details because they make a difference.

Leadership 305

Leadership Customer Experience Survey Tips 305

Steve DiGioia

APRIL 22, 2021

They believe that telling an employee exactly how to do something and when to do it will fix all their ills. They don’t have to think. Challenge your team to expand their way of thinking. The post Let Them Figure It Out – Tip #31 appeared first on Steve DiGioia. Many managers love to micromanage. TipsOnThursday.

Tips 246

Tips Management How To 246

Experience Investigators by 360Connext

MARCH 5, 2024

C-Suite leaders say employee experience is the top priority when thinking about customer experience. Job postings should ideally include language about your CX Mission and how each role supports it. Build a CX committee with people of all levels from across your organization. Optimize the candidate experience.

Employee Experience 260

Employee Experience Customer Journeys Customer Experience Net Promoter Score 260

Steve DiGioia

SEPTEMBER 3, 2020

But think of the value you add when your customer can say you didn’t charge them for “this” or offered a discount for “that” because you failed to “deliver” as promised? In the long run, maybe, time has the ultimate value above all others. Think of ways to remove extra steps that quicken the service you provide. Click To Tweet.

Tips 306

Tips Customers Measurement Meeting 306

Experience Investigators by 360Connext

FEBRUARY 1, 2022

After all, if you sell a product or service and customers buy that product or service, they are having an experience. Technically, you can ignore all of that and you STILL provide customer experiences. This can lead to thinking investing in “customer experience” is not worth it because nothing changes. That’s right.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Experience Investigators by 360Connext

DECEMBER 14, 2021

When it came to customer experience, leaders dealt with all sorts of changes and challenges. Customer experience leaders need to think through the ways customers and employees might be in unfamiliar situations. This means considering all the ways customers might need guidance and support when navigating a new process.

Customer Experience 372

Customer Experience Customer Journeys Airlines Customer Service Representative 372

Steve DiGioia

OCTOBER 1, 2020

Businesses all over this country are littered with the remnants of employees who do a good job. That’s all that’s needed because they’ve done what’s expected. Hard-driving bosses think this way. Think about what comes next – and do it – instead of waiting to be told what to do. The post Do You Do a Good Job?

Tips 264

Tips Report Examples Company 264

ECXO

MARCH 5, 2024

Revolutionize Your Business with Customer-centric Solutions using Design Thinking As we sail through the digital age, organizations worldwide are riding the wave of digital transformation to enhance customer experience. In the context of digital transformation, Design Thinking plays a pivotal role.

Customer Centricity 98

Customer Centricity Competitive Advantage Innovation Customer Journeys 98

BirdEye

OCTOBER 11, 2023

This blog details the panel discussion on Grow sales by delighting customers with George Grigoryan – Marketing Director, SEV, and Vandana Agarwal, VP of Pre and Post-Sales, Birdeye and Justin Meredith. The advent of AI can help businesses route tasks like responding to reviews, social media post generation, and survey responses to AI.

Sales 111

Sales Social Media Customers Multi-Channel 111

2020 Research

APRIL 17, 2024

These voters all come from union families, but union ties aren’t the deciding factor when it comes to their votes. Because I think he’s pro-worker. I think he knows how to get jobs out there … This taxing the rich and everything, that’s all great, except for the rich are the ones that provide the jobs.

Government 59

Government Groups Policies Connections 59

BirdEye

OCTOBER 26, 2023

This blog post offers an in-depth overview of a panel discussion that delves into the significance of reviews and how they influence both C-suite decisions and customer choices. Birdeye has evolved to be an all-in-one AI solution beyond just Reviews. So we’ll get a little bit deeper into all of that.

Brands 116

Brands Multi-Channel Consulting Report 116

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. When you think about the opportunity for partnership between marketing and CS, it’s how you can retain that customer and increase their lifetime value.

Chief Customer Officer 91

Chief Customer Officer Customer Centricity Metrics CRM 91

Beyond Philosophy

APRIL 11, 2024

To get us started with our answer, we turn to Eckhart Boehme , Founder and Managing Director of Unipro Solutions , who contacted us as part of our podcast’s “ None of Us Are as Clever as All of Us ” feature, where people submit their ideas, and thoughts, opinions, reports, statistics, or whatever else. I thought I would share it here as well.

How To 78

How To Exercises Video Customers 78

BirdEye

APRIL 2, 2024

By deleting a video, you forfeit all the watch time it accumulated, making it harder for your channel to gain visibility and grow. Unlisting a video makes it unavailable to browse or search on YouTube, but it retains all its historical data and watch time.

Video 111

Video Metrics Trends Data 111

delighted

APRIL 1, 2024

One way to measure attendee satisfaction is by surveying them after the event with the right post-event survey questions. Keep reading to learn how to effectively capture the attendee experience with post-event surveys. In this post, we’ll cover: What is a post-event survey? Why send post-event surveys?

Survey 100

Survey Feedback Conference Net Promoter Score 100

BirdEye

NOVEMBER 15, 2023

If you haven’t had a chance to check out those sessions, they’re all being recorded and you can watch them on demand. As marketers and owners of location-based businesses, your customers and your prospects journey all begin on Google. He is deeply involved in all things generative AI and data. So, I’m Uday Ghatikar.

Brands 111

Brands Data Technology Consumers 111

2020 Research

APRIL 22, 2024

They all said the ad wouldn’t change their mind about which candidates will get their votes, though. Yeah, I just don’t think it’s fair.” “He Three of the respondents think Trump would have done a better job. The focus group participants were asked if they think that Israel’s response to the Hamas attack is justified.

Groups 52

Groups System Connections Engagement 52

Beyond Philosophy

MARCH 28, 2024

If there were one rule to follow to lose all the weight we wanted or to gain the wealth we wanted for ourselves and our families, we would be ecstatic to implement it, wouldn’t we? After all, I’ve been trying to learn the guitar for the past three years. Not all decisions overwhelm us. If only there were one.

CRM 78

CRM eBook Hotels Exercises 78

Beyond Philosophy

OCTOBER 14, 2023

So, you think the sale is in the bag. You think, what happened? People change their minds all the time for a lot of different reasons. We think of ourselves as unitary, meaning the only version of ourselves. Plus, these versions of us also have two ways of thinking. The customer signed the paperwork and everything.

Customer Change 78

Customer Change System Tips Customers 78