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

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

Michelli Experience

MARCH 2, 2016

Having worked with Starbucks since 2004, as I began my journey to my first of two books about them ( The Starbucks Experience and later Leading the Starbucks Way ), friends and colleagues are quick to contact me whenever Starbucks makes the news. 2) Drive Profitability – Every customer should be treated caringly and with respect.

Loyalty Programs 100

Loyalty Programs Loyalty Rewards Programs How To 100

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. My background was call centers and phone-based customer contact and I was one of a small team of people working with clients like AT&T, FedEx, IBM to improve their phone-based customer services.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

C Space

APRIL 28, 2020

The Brand Move Roundup – April 28, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. million in sales when it reopened this weekend.

Brands 52

Brands Wireless Social Media Sales 52

C Space

JUNE 25, 2020

The Brand Move Roundup – June 25, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

Brands 52

Brands Airlines Travel Transportation 52

Beyond Philosophy

APRIL 20, 2023

Expanding Too Quickly Around 2004, I made the mistake of thinking that my global Customer Experience Consultancy was about to experience rapid growth. At this point, I had done little more marketing for my Customer Experience consultancy than writing and marketing the books. So, I set up a telemarketing team.

Conference 78

Conference Consulting Sales Culture 78

Optimove

AUGUST 4, 2021

In a recent CommerceNext survey of CMOs, “Retention/Loyalty Marketing” was named the area where marketing leaders are looking to increase their investment the most. So we ran comprehensive research, took a deep dive into the numbers, and resurfaced with a clear conclusion that all these marketing folks?

Groups 87

Groups CRM Ecommerce Comparison 87

Alida

APRIL 7, 2016

Every customer interaction, no matter how trivial, triggers a survey,” he grumbles in a recently published article. “If Surveys, according to Miller, are a clunky, outdated approach to determining sentiment and aren’t in tune with the behaviors and attitudes of customers today. The result of the survey epidemic?

Software 169

Software Survey Company eBook 169

Customer Bliss

MAY 24, 2016

Episode 6 of The Human Duct Tape Show Podcast is with Alison Circle, who is the Chief Customer Experience Officer in another unexpected industry: the library System. Alison Circle, Chief Customer Experience Officer for Columbus Metropolitan Library (CML), has more than 25 years marketing experience. Episode Overview.

Leadership 135

Leadership Engagement Marketing Connections 135

Lithium

JUNE 22, 2022

The days of ad views equaling positive customer engagement are over. Guerrilla Marketing via TikTok can change that. When we apply this term to the marketing world, an idea blossoms that marketers must invent new ways to constantly evolve and remain culturally relevant enough for customers to engage with what they have to say.

Entertainment 98

Entertainment Video Social Media Advertising 98

ShepHyken

JANUARY 31, 2020

This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. Score says that 91% of your clients will leave your company for an alternative brand if they experience bad customer service.

Customer Service 111

Customer Service Social Media Entertainment Guidelines 111

ShepHyken

JANUARY 31, 2020

This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. Score says that 91% of your clients will leave your company for an alternative brand if they experience bad customer service.

Customer Service 107

Customer Service Social Media Entertainment Guidelines 107

C Space

SEPTEMBER 16, 2020

The Brand Move Roundup – September 16, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In early March we began reporting daily on how brands were dealing with Covid-19. Fosun also owns Club Med.

Brands 40

Brands Tourism Travel Sports 40

InteractionMetrics

JUNE 19, 2023

The best way to think about CX vs. UX is that customer experience spans the ENTIRE customer journey. CX (short for customer experience) and UX (short for user experience) are sometimes used interchangeably. The best way to think about CX vs. UX is that customer experience spans the ENTIRE customer journey.

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52

BirdEye

JANUARY 11, 2023

We’ll cover topics such as best practices for using social media marketing, content ideas, staying safe on social networks, and more. Its simple interface makes it incredibly user-friendly and features like Facebook Business Manager help businesses optimize the platform for advertising and marketing.

Social Media 98

Social Media Multi-Channel Advertising Measurement 98

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). This area is marketing’s job.

Net Promoter Score 155

Net Promoter Score Insurance Call Center Training 155

Michelli Experience

JULY 17, 2018

Extrapolating the idea of seizing natural occurring opportunities, I’m a fan of gleaning customer experience lessons from news headlines. Here are three quick examples of customer experience lessons just waiting to be plucked from recent news stories: Only one Blockbuster Video store remains. Papa John’s Pizza. Voice Search.

Customer Experience 70

Customer Experience Infographics Video Social Media 70

Interactions

OCTOBER 17, 2019

“When Interactions started out in 2004, a streamlined customer experience certainly wasn’t considered the business necessity that it is today. 15 years ago, the impact that technology has on customer care could not have been predicted. How can we make our customers, and their customers, more satisfied?

Interaction 48

Interaction Customer Care Innovation Study 48

West Monroe

SEPTEMBER 4, 2023

Beauty's Chief Digital Officer, joins the podcast to discuss the ever-evolving customer journey and the balance between customer needs and technology advancement, fostering innovation, and maintaining a seamless physical-digital connection. The customer journey entails everything, from the time they see e.l.f.

Culture 52

Culture e-support Innovation Loyalty Programs 52

Lithium

AUGUST 9, 2022

The days of ad views equaling positive customer engagement are over. Guerrilla Marketing via TikTok can change that. When we apply this term to the marketing world, an idea blossoms that marketers must invent new ways to constantly evolve and remain culturally relevant enough for customers to engage with what they have to say.

Entertainment 52

Entertainment Video Social Media Advertising 52

ReviewTrackers

JANUARY 1, 2018

At once the modern take on traditional word of mouth and the new standard for customer feedback , reviews can make or break a business. A number of research studies suggest that online reviews are more trustworthy and useful than branded social media content, advertising, information from salespeople, and even natural search engine results.

Automotive 109

Automotive Hotels Travel Healthcare 109

Retently

OCTOBER 19, 2018

How do you approach customer happiness in your company? But taking customer satisfaction lightly can be dangerous too. Some studies from 2016 suggest that poor customer service costs businesses up to $62 million per year. trillion per year when their customers leave – and that’s only in the US. What Is a CCO?

Chief Customer Officer 90

Chief Customer Officer Customer Centricity Call Center Metrics 90

BirdEye

MAY 19, 2023

You need reliable data and information to make the best business decisions, especially when it comes to your customers. Today’s companies are making great use of customer data science and earning twice as much. Feedback loops are the key to collecting customer data and transforming it into actionable insights.

Examples 52

Examples Feedback Net Promoter Score Effort Score 52

ProProfs Chat

SEPTEMBER 20, 2019

Because, while customers have embraced digital technologies to make collecting responses easier, they have become more aware and guarded about the information they are willing to share. So while companies have large target markets, they also have more competition for the information they want. Create Customer Satisfaction Surveys.

Survey 56

Survey Net Promoter Score Effort Score NPS 56

Feedbackly

SEPTEMBER 26, 2018

Customer experience is a term that has been added to the public lexicon steadily over the past 15 years, and is more quickly becoming a staple for new and established companies looking for ways to gain a competitive advantage in their respective markets. Popularity of Customer Experience. For good reason too.

Customer Experience 56

Customer Experience Social Media Feedback Customers 56

CX Workout - Ideas Blog

DECEMBER 22, 2020

The goal of every brand is to create positive emotional experiences that deepen the brand’s relationship with its customers or buyers. Yet, somehow, try as they may, evoking gratitude is a challenge for most brands. This was then followed up by asking NPS for both brands.

NPS 52

NPS Financial Survey Effort Score 52

Optimove

NOVEMBER 14, 2019

Optimove has partnered with world-class vendors of marketing, customer communication and operations infrastructure platforms, to provide a true end-to-end solution for highly effective customer marketing. The company is present in all major gaming markets in the world.

Omni-Channel 40

Omni-Channel Multi-Channel Sports Ecommerce 40

Amity

MAY 15, 2017

Customer Success seems to be the new “it” job in SaaS. From new grads to established professionals with various backgrounds, there’s a growing interest in how to get into Customer Success. I got started in this industry back in 2004, shortly after I graduated from college. ” Here’s what they said.

Customer Success 71

Customer Success Sales Software Customers 71

Magellan Solutions

FEBRUARY 28, 2017

Say what you want about millennials – the smartphone-toting, selfie-taking generation born between 1982 and 2004 – but there’s no denying their power as consumers. With these findings in mind, how do you provide this market segment multichannel customer service ?

Call Center 40

Call Center Omni-Channel Social Media Rewards Programs 40

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. The hotel market is becoming more competitive, with a larger share of wallet being spent on a greater variety of services. These are laudable efforts, but they leave marketing opportunities unfulfilled.

Hotels 40

Hotels Hospitality Loyalty Travel 40

NetBase

OCTOBER 9, 2019

We’ll explore the many ways the wrong social analytics solution, offering inaccurate insight, could result in brands misunderstanding potential market opportunities. Blockbuster is the first in our series, showcasing what happens when brands rely on bad data. NetBase was founded in 2004 and has always been a leader in the space.

Data 40

Data Comparison Analytics Trends 40

Esteban Kolsky

APRIL 13, 2015

I’ll make it easy – I cannot contribute something worthwhile to the second one in a blog post; it is a very customized-personalized thing that changes from one to the next and whoever says different is just selling you a — well, their services. the proper way to fund and support a startup. Still, no one cared.

CRM 60

CRM Training Marketing Technology 60

CSM Magazine

DECEMBER 15, 2015

The acquisition extends CGS’s capabilities in Chile to new industries, including telecommunications, retail and transportation, while meeting the growing demand for Spanish-speaking services for the global market. ” Established in 2004, Mas Cerca has offices located in Santiago as well as in the southern region, in Valdivia.

Contact Center 40

Contact Center Telecommunications Transportation Healthcare 40

LiveChat

JULY 10, 2015

Some people think that customer loyalty is a relic of the past. Too many companies offer way too many products to stay loyal to one brand. There is only one thing that has changed: the way customer loyalty can be gained. Another important thing: great customer service. Customer loyalty hack #1: reward your customers.

Loyalty 28

Loyalty How To Loyalty Programs Airlines 28

LiveChat

JULY 10, 2015

Some people think that customer loyalty is a relic of the past. Too many companies offer way too many products to stay loyal to one brand. There is only one thing that has changed: the way customer loyalty can be gained. Another important thing: great customer service. Customer loyalty hack #1: reward your customers.

Loyalty 28

Loyalty How To Loyalty Programs Airlines 28

Retently

JUNE 24, 2018

In the increasingly crowded market, each NPS® product strives to become noticeable by means of distinct features that makes it competitive and visible. Besides this, they have more specific analytics and reporting features, allowing you to efficiently gather, analyze and act on the received customer feedback. Survey customization.

NPS 106

NPS Net Promoter Score Software How To 106