Lumoa

JANUARY 3, 2023

Here we’ll discuss some best practices for designing effective surveys – everything from creating questions that elicit actionable responses, to logic-checking your data to ensure accuracy. Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them.

Survey 394

Survey Metrics NPS Effort Score 394

InMoment XI

DECEMBER 7, 2022

In our recent blog , we discussed how you can improve your customer experience (CX) strategy in five simple steps. These various interactions along the customer lifecycle —and, more specifically, those that have the most impact on the business—are what we like to call “Moments That Matter” (MTM) in customer experience.

Analysis 493

Analysis Customer Experience Call Center Experience Call Center 493

InMoment XI

FEBRUARY 23, 2024

Market segmentation is a research strategy that separates different consumers in order to study their preferences, needs, and perspectives in order to optimize business practices, products, and experiences. Each would have different expectations and wants for the clothes they wear. What Is Market Segmentation?

Marketing 260

Marketing Customer Experience Return on Investment Analysis 260

InMoment XI

MAY 1, 2023

The term “organizational silos” refers to the condition in which different teams or departments within a company operate in complete isolation from one another. Today, we’ll explore the symptoms of CX silos within an organization and why breaking them down is crucial for achieving your CX goals.

Company 260

Company How To Culture Touchpoint 260

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. Think about all the customer feedback we see – tweets, reviews, comments, surveys. It’s full of insights, but only if we can effectively gather, structure, and analyze it. We know Apple’s global. Welcome to the ‘digital-everything’ era.

Analysis 394

Analysis Software Comparison Social Media 394

C3Centricity

JANUARY 16, 2024

As we start a new year, I am celebrating the official launch of the New CX Model Quantum Customer Centricity™ (QC²) … Beyond CX. But there is a big difference between talking about putting the customer first and doing so. And anyway, why wouldn’t you? Why Traditional CX is Letting You Down Without You Even Knowing It!

Customer Centricity 226

Customer Centricity Customer Experience Customer Journeys Touchpoint 226

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” WHY is this idea of “customer-centricity” so challenging? But we can’t forget to continue to focus on our customers. We call this the Customer Experience Mission Statement. We got you. This is how the conversation started. So I asked, “What does that mean?”

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? One of the traits of successful organizational culture is how that intangible but important aspect of culture – how we want all employees to see who we are and where we fit in the world – needs to be “pervasive,” according to research published in the Harvard Business Review.

How To 378

How To Customer Journeys Culture Training 378

Experience Investigators by 360Connext

DECEMBER 15, 2023

That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. We don’t have the money to invest in customer experience.” “The of customer experience.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Beyond Philosophy

MAY 2, 2024

Sonia Montella asked for a detailed explanation of customer loyalty and why we need it. However, before we get into those, let’s contextualize this. People are very loyal to their sports clubs, and I am no different. For example, we watched a show in England called The Traitors. They are my only option.

Loyalty 78

Loyalty Sports Travel Financial 78

Beyond Philosophy

MARCH 29, 2024

Since ghosting appears to be spreading into many interactions, we thought we should discuss it here. It’s surprising how these communication norms are changing, and we need to stay aware of these shifts. It shows how communication norms differ across platforms. Even social invitations are not immune.

Communication 89

Communication Interaction Connections Consumers 89

Experience Investigators by 360Connext

OCTOBER 17, 2023

”Are there differences in how to approach member experience versus customer experience?” We want to respect that and make sure that we are inviting them to belong in all the right ways. Anybody who calls themselves a member of something feels a certain sense of belonging.

Customer Experience 143

Customer Experience Customers Resources Tools 143

TechSee

JUNE 1, 2023

We sat down with Myra Arriaga, one of Cochlear’s device support specialists, to discuss her passion for ensuring her recipients have consistent access to hearing as well as with Adriana Rodriguez and her son Noel, a bilateral Cochlear recipient. We get about 60 calls a day, on average these take about 7.5

Technology 207

Technology Video Connections Interaction 207

Steve DiGioia

JANUARY 21, 2021

I’m no different. Experience has shown us the way and we are better off because of it. Well, unless you’re a chef and don’t want to give out your family recipes to the world, you know, the ones that have made your restaurant wildly successful, why wouldn’t you share your tactics? Explain the Why. I understand.

Tips 195

Tips Hospitality Training Industry 195

Beyond Philosophy

DECEMBER 2, 2023

So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video. So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video.

Customer Experience 143

Customer Experience Video Consulting System 143

Beyond Philosophy

OCTOBER 28, 2023

It turns out, that timing matters a lot when it comes to the decisions we make. The professor we are referring to is Professor Itamar Simonson, marketing professor at Stanford University and his research surrounding customer decision-making. Why the difference? What about new choices? Check it out here.

Customers 78

Customers Customer Experience Examples Marketing 78

Beyond Philosophy

FEBRUARY 23, 2024

Different payment methods carry varying degrees of discomfort when used. In this episode, we explore where your customers are emotionally relative to the purchases they make and how guiding them to an improved mental accounting from your business perspective is essential. You are not imagining things.

Customer Experience 89

Customer Experience Technology Strategy Management 89

Beyond Philosophy

OCTOBER 7, 2023

We underestimate how much time something will take and how much time we will have available for something, particularly regarding project completion. However, Daniel Kahneman and Amos Tversky explained why we do this, and we will tell you what we can do about it. We know we can’t do it right now.

Examples 78

Examples Resources Customer Experience Customers 78

Beyond Philosophy

APRIL 11, 2024

But how should you do it, and why is it important? I like how this framework allows companies to think differently about how customers use their products or services. But the Jobs to Be Done framework makes you wonder why the person using the drill wants a hole. So, if that was the job, why buy an expensive brand like Gucci?

How To 78

How To Exercises Video Customers 78

Zeisler Consulting

MARCH 19, 2024

I wrote recently about how the term “representative” can take on a different meaning depending on whether you consider your front-line agents as representatives of you as a brand, or of your Customers as they navigate your systems. That’s actually kind of why I’m calling. I think we can all agree with that.

Policies 93

Policies Hospitality Brands System 93

Thematic

APRIL 29, 2024

Why have we stopped caring about the lack of transparency of AI? Why have we stopped caring about the lack of transparency of AI? Why do market researchers want a transparent box?   So, instead, at Thematic, we looked at a different approach to building AI. And most users don’t care.

Analysis 62

Analysis Feedback Survey System 62

Beyond Philosophy

JULY 13, 2023

The issue was the AI didn’t pinpoint why the customers were leaving. However, the trade-off is that it does it without making the connections about why in the data. But, unfortunately, we don’t get it; we cannot understand the context. What we need is that context, which explains why it is 42.

How To 143

How To Competitive Advantage System Social Media 143

ShepHyken

FEBRUARY 14, 2023

Consider this question: If your company could be like any other company, what would you want it to be like? In business, we compare ourselves to the competition. We often look at market share as one of the success criteria. If we’re losing market share to a competitor, we analyze why. It’s not even about you.

Company 150

Company Customer Service Training Online Experience Customer Service 150

Beyond Philosophy

DECEMBER 8, 2023

While they were delighted with their repeat business, which they attributed to customer loyalty , a closer look at the repeat business statistics painted a different picture. In some cases, it’s due to inertia, and distinguishing between the two is what we’ll delve into today. Did you know we have a YouTube Channel too?

Loyalty 89

Loyalty Airlines Consulting Financial 89

ECXO

FEBRUARY 26, 2024

But before we dive in, let’s set the stage with a bit of context. BUT WHY YOU SHOULD BE THINKING ABOUT IT? There are several reasons why you should give the right importance to Behaviour Science and keep reading this article: It allows us to tap into the subconscious mind of the customers. Isn’t that exciting?

Sales 115

Sales Customers Social Media Examples 115

ShepHyken

OCTOBER 12, 2022

More on why in just a moment. For now, let’s address why companies aren’t using social channels. . When a company tells me they don’t want to participate in social media customer care, I ask why. We steer them to the phone, so we don’t need any other channels. . Customers call us, but we didn’t invent the phone.”

Social Media 158

Social Media Customer Service Customer Care Customer Service Training 158

Beyond Philosophy

FEBRUARY 13, 2021

Changing customer habits is essential in this case, and requires a deep understanding of why customers have the habits they do. In it we learn the habitual cycle of customer behavior and also how to change habits using the different parts of it. Measure the difference. Measure the difference.

Consulting 180

Consulting Government Measurement Customers 180

Integrity Solutions

APRIL 19, 2024

It’s a much different and higher expectation. This is why a salesperson who asks the right questions to help customers sift through and make sense of all this information is the most valuable resource in the entire equation. It’s one of the reasons we believe there has never been a better time to be in sales.

Sales 107

Sales Loyalty Communication Contact Center 107

2020 Research

NOVEMBER 17, 2023

At Sago Strategy + Insight , we’ve noticed a growing demand for qualitative research that relies on these individual in-depth interviews. A core principle at Sago Strategy + Insight is that we never ask, “Why?” Instead of asking why, it’s more appropriate to focus on the features or benefits that appeal to consumers.

Tips 105

Tips Retail Consumers Policies 105

Beyond Philosophy

OCTOBER 14, 2023

People change their minds all the time for a lot of different reasons. Why they change their mind has a lot of influences, and understanding how a customer’s mind works can help you manage these situations to the best possible outcome. We think of ourselves as unitary, meaning the only version of ourselves.

Customer Change 78

Customer Change System Tips Customers 78

ShepHyken

JANUARY 10, 2024

I experienced something worth sharing recently, and we can take at least three lessons from it. There are at least three lessons we can learn from this story: Laziness: That should never be an excuse for providing poor customer service. There must be consistency in the level of service and answers you get from different employees.

Travel 92

Travel Customer Service Airlines Poor Customer Service 92

Beyond Philosophy

AUGUST 18, 2022

Today, we discuss personality and try to correct imbalances placed on one type of personality over another. There are specific characteristics that make people different from other people, and we can group those. Extroversion: This one we already covered, but I will add some argue that this is the most dominant dimension.

Measurement 147

Measurement Training Examples Leadership 147

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. When I go in, we chat to catch up, and then he recommends a lure for me to try that day. There is another difference here, too. So, Why Do We Want Personalization?

Advertising 78

Advertising Conference Technology Brands 78

Beyond Philosophy

AUGUST 20, 2020

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. We discussed the findings of the interface of technology and human beings with Professor Shiri Melumad on a recent podcast.

Study 349

Study Transportation Survey Technology 349

ShepHyken

AUGUST 11, 2021

“We love our customers, and they obviously love us. And, if that is the case with your organization, let me ask you this question: Do you know why they are coming back? . Not to be a “downer,” but we shouldn’t confuse a repeat customer with a loyal customer. You have to understand the why behind the repeat business. .

Loyalty 173

Loyalty Customers Customer Service Training Retail 173

Beyond Philosophy

OCTOBER 19, 2023

Today, we will discuss why customers change their minds and what you can do about it. The essential theoretical insight regarding why customers change their minds is that we often think of our minds as unitary, meaning only one version of our minds. We apply different cognitive systems to making a decision.

Customer Change 89

Customer Change Customer Journeys System Groups 89

Integrity Solutions

APRIL 8, 2024

We not only see it every day in practice, our research also bears it out. As we emphasize in our book Listen to Sell , sales success is more an issue of who you are and what you believe is possible than what you know. That’s just the simple truth.

Sales 73

Sales Training Financial Travel 73