InMoment XI

AUGUST 31, 2023

This year’s edition of the XI Forum Europe is making a triumphant return, promising an even more exceptional experience. Here are five reasons why you should save your spot today: Reason #1: Embrace ‘Integrated CX’ for Your Brand Ever heard of integrated CX?

Conference 260

Conference ROI Banking Customer Voice 260

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. What’s the difference?

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

InMoment XI

JULY 18, 2022

In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews are to growing your business (and how your customer experience plays a pivotal role in making sure your reviews are positive). . 1: Leveraging Customer Feedback in Operations.

Feedback 492

Feedback Culture eBook Training 492

InMoment XI

FEBRUARY 3, 2022

If we were to sum up what brands need to know about Gen Z customer experience preferences (and employee experience preferences) in a few words it would go something like this: they’re different. It makes sense, then, that their standards for customer and employee experiences would be higher than ever, too. Revolutionary even.

Employee Experience 529

Employee Experience Customer Experience Brands Social Media 529

InMoment XI

NOVEMBER 23, 2021

Black Friday is right around the corner and you know what that means. This once a year occasion means customers are looking for the perfect gift for someone special—and the best deals they can find for the best and most luxurious products on the market. Element #1: Let Customers Speak—and Listen When They Do.

Retail 529

Retail Customer Journeys Touchpoint Brands 529

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

BlueOcean

NOVEMBER 13, 2023

Keep your finger on the pulse of the industry. From AI and VoC to EX and TX, here are some resources to inspire for the new year. As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. How are other customer experience leaders delivering? Wise words from CallMiner.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. We know a seamless outsourcing transition is essential for maintaining operational efficiency and customer satisfaction, and you need to go on the transition journey with a team of people you barely know.

Customer Care 177

Customer Care How To Sports Case Study 177

Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. What will your answer be? You have data.

How To 208

How To Self Service Banking Customer Satisfaction 208

Storyminers

AUGUST 20, 2020

What makes a story stick around? Why do we enjoy hearing some stories again and again? More importantly, how do you turn your brand into a story? And how do you make your story tweetable, i.e., told in 140 characters or less? Let’s look at the ancient story of “David and Goliath.”

Retail 264

Retail Entertainment Sports Comparison 264

GetFeedback

JANUARY 28, 2020

Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers. But how do you keep customers from leaving?

Social Media 322

Social Media Customer Retention Strategy Video 322

Experience Investigators by 360Connext

JUNE 22, 2021

Nobody thinks they’re neglecting customers… but many are. Some of us live, breathe and constantly think about the customer experience. Business leaders, in fact, have not been trained, educated or even asked to consider customer experience. Even customer journey maps can neglect key phases of the customer experience.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

Beyond Philosophy

DECEMBER 2, 2023

Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience ? As we develop AI into our systems, we will need to determine what AI will replace, what it will augment, and what it will add. Instead, AI should be a way to help employees pay more attention to the needs of customers.

Customer Experience 143

Customer Experience Video Consulting System 143

Bill Quiseng

MARCH 20, 2024

A veteran of over 40 years in hospitality leadership, I was, until several years ago, a customer service/customer experience speaker. Today, I want to tell you my real-life customer experience story. I envision that young lady, who I now recognize is only 16 years old, is now a part of the Gen N generation.

Leadership 97

Leadership Hospitality Social Media Interaction 97

Experience Investigators by 360Connext

JANUARY 21, 2020

How do you make your Voice of the Customer plan more meaningful? Four words: More customer, more voice. Quick Voice of the Customer Overview. You are probably familiar with the term Voice of the Customer, often referred to with the shorthand “VoC.” How Voice of the Customer Usually Goes Down.

Net Promoter Score 225

Net Promoter Score NPS Contact Center First Call Resolution 225

Storyminers

APRIL 12, 2021

What have you found most challenging as a leader of a small or medium enterprise? Since I work primarily in professional services, the hardest thing is knowing what my future clients need. Since I don’t know who they are (yet), it’s always a mystery to understand what they’ll respond to.

Leadership 240

Leadership Course Brands Customer Experience 240

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. The Common Method of Customer Experience Training.

How To 378

How To Customer Journeys Culture Training 378

Beyond Philosophy

JUNE 15, 2023

Your brand is in a relationship with your customers. To help yours be more beneficial than not, we have five rules about how to build strong brand relationships with your customers. However, this part isn’t relevant to customers. Deliver on your promises.

Brands 145

Brands Banking Insurance Conference 145

Steve DiGioia

JANUARY 18, 2021

If you put it to your lips, you’ll most likely receive a burn that will be far worse than anything most people have ever encountered. And how does this affect the customer experience? Here is the back story…. The McDonald’s Hot Coffee Case and the Customer Experience. So why do they make their coffee so hot?

Customer Experience 298

Customer Experience Policies Customers Report 298

Experience Investigators by 360Connext

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. But what is that cross-functional team supposed to do, exactly? . A Customer Experience Charter can answer that question. A Customer Experience Charter can answer that question. First, Build Your Team.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

ECXO

FEBRUARY 26, 2024

I’m about to introduce some compelling principles of behavioral science that can be used to shape customers’ decisions. From choosing what to wear, what to eat, and where to go, to making significant choices about health, finance, and relationships. And this led me to write this article.

Sales 115

Sales Customers Social Media Examples 115

Customer Bliss

JANUARY 17, 2020

We are living in a world where customers have the megaphone. That’s actually been one of the most wonderful forcing functions: when finally it wasn’t about who we said we were; it’s about what employees and customers say we are. Honor your customers’ lives. What stupid rules can we kill ?”.

Chief Customer Officer 327

Chief Customer Officer ROI Banking Financial 327

Experience Investigators by 360Connext

APRIL 7, 2020

It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams and our customers. There is a myth that customer-centric cultures happen by intuition and a little magic.

Customer Centricity 178

Customer Centricity Culture Customer Journeys Customers 178

Experience Investigators by 360Connext

AUGUST 19, 2020

You’ve heard of SMART goals… But what about SMIRC goals? But the fact these initials can change indicates one limitation: it’s not a one-size-fits-all solution, and often requires some thought into what your specific organization or situation demands. What is a SMIRC Goal? I call it a SMIRC goal.

Customer Experience 265

Customer Experience Net Promoter Score NPS Effort Score 265

Steve DiGioia

MARCH 20, 2023

“So, you’re telling me that THIS customer is more important than all the rest?” Read 3 Reasons Why Successful Teams Earn Your Trust. Now she’s starting to annoy me… I was having a conversation with a few of my old hotel friends and we were discussing some of the silly things that have happened to us over the years.

Groups 182

Groups Hotels Course Meeting 182

Comm100

SEPTEMBER 13, 2021

However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation.

Customer Service 216

Customer Service Omni-Channel Social Media Connections 216

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Financial 191

Financial Trends Self Service Customer Experience 191

Customer Bliss

DECEMBER 16, 2019

For longer than you can imagine, I’ve been on the front lines of corporate efforts to be more responsive to customers, which also implies to be more successful in the marketplace. Here’s the lesson I’ve learned: No amount of tactical improvements will elevate your company above all others. Do your words match your actions?

Company 209

Company Strategy Retail System 209

ShepHyken

APRIL 25, 2023

One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner. I originally wrote about this in 2011 and shared the story of an 18-year-old server at a pizza restaurant who took so much pride in his work that the guests thought he owned the restaurant. I love this story for two reasons.

Insurance 104

Insurance Customer Service Training Meeting Leadership 104

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). We’ve updated it for 2017.

Trends 147

Trends Customer Experience Wireless Entertainment 147

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. It’s our job to determine what it is. Let’s hear what Boehme has to say.

How To 78

How To Exercises Video Customers 78

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. And it should be the basis for how your business is run. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Here are 8 better Voice of Customer practices: 1.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62

Beyond Philosophy

SEPTEMBER 21, 2023

However, prices on Amazon have crept up over the years, too. Price Image Is Affected by Non-Pricing Experience Details It is important to remember that non-price factors drive your reputation for pricing. When discussing the reputation for low prices, this area falls under the Price Image area of customers’ price evaluation.

Conference 89

Conference Strategy Examples Communication 89

Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. You probably have your version of this story for some part of your life, too. Listen to the podcast: Personalization is a key element in doing business today.

Advertising 78

Advertising Conference Technology Brands 78

Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? This is what businesses need to survive in today’s environment.

Sales 89

Sales Customer Success Customers Communication 89

Beyond Philosophy

JANUARY 8, 2021

However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. We have been through a shocking year of change. Now, we can decide what parts of the change we want to keep to respond to what customers want now. Don’t Be Like the Milkman.

Customer Experience 180

Customer Experience Travel Consulting Customers 180