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

Beyond Philosophy

APRIL 28, 2019

What Customer Emotions Drive the Most Value. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. That was in 2004. We discuss what we found in our research on this episode of The Intuitive Customer. I didn’t know. I didn’t know.

Insurance 126

Insurance Consulting Loyalty Customers 126

Team Support

SEPTEMBER 14, 2020

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support.

B2B 81

B2B Customer Retention Training Resources 81

Team Support

JANUARY 12, 2021

The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives. For revenue to continue to flow, customers must continue to use products.

B2B 86

B2B Knowledge Base Resources Report 86

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

Team Support

JANUARY 20, 2021

The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives. Most customer support interactions today are reactive, but proactive support is on the rise.

B2B 81

B2B Exceptional Customer Service Omni-Channel Report 81

Team Support

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Effort Score Knowledge Base Customer Retention 89

Kristina Evey

MAY 1, 2018

Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. . Corporate culture is rooted in an organization’s goals, strategies, structure, and approaches to labor, customers, investors, and the greater community. The Business Dictionary). It all blends in.

Customer Experience 184

Customer Experience Culture Leadership Loyalty 184

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. They are gold…or, I should say, diamonds.

Conference 78

Conference Consulting Sales Culture 78

CSM Magazine

APRIL 19, 2021

Powered by Microsoft Dynamics 365 Business Central (Enterprise Resource Planning – ERP), Xpedition offers customers an end-to-end, fully integrated business management solution. Customers receive the same carefully curated brand experience regardless of which channel they choose to use. About Voyado.

Fashion 72

Fashion Omni-Channel Loyalty Apparel 72

Team Support

SEPTEMBER 8, 2020

Businesses buy your products or services to help their operations run efficiently and to meet their customers’ expectations. In other words, effective B2B support forms the foundation for long-term successful customer engagements. In other words, effective B2B support forms the foundation for long-term successful customer engagements.

B2B 64

B2B Effort Score Customer Expectations Customer Satisfaction 64

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

CSM Magazine

SEPTEMBER 29, 2022

Lucia in 2004, KM 2 Solutions has seen consistent and exponential growth across the Caribbean and Latin America. KM 2 Solutions ( KM2 Solutions ) operates omnichannel contact centers throughout the Caribbean and Latin America, providing outsourced inbound and outbound customer service contact services for voice, chat, email, and mobile.

Contact Center 59

Contact Center Telecommunications Ecommerce Hospitality 59

Team Support

NOVEMBER 10, 2020

“Customers buy products to enable and streamline their business operations. Services drive recurring revenue by helping customers to successfully adopt and apply products.”. Establish Service Programs Aligned to Customer Needs. value of relationships. value of relationships. For more, download the complete whitepaper.

B2B 59

B2B Sales Customers Customer Success 59

InteractionMetrics

JUNE 10, 2021

Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. The goal continues to be to help clients understand the customer experience deeply so they can grow customer loyalty. Objectivity is the standard. Nuanced analysis wins.

Metrics 52

Metrics Interaction Brands Survey 52

Kristina Evey

JUNE 13, 2018

Understand that your staff will have to FEEL, EXPERIENCE, and BELIEVE this culture for them to accurately execute the desired experience to your customers. The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. How is the engagement between leaders and staff, staff and customers?

Customer Experience 120

Customer Experience Culture Leadership Customers 120

Think Customers

NOVEMBER 2, 2014

Since its inception in 2004, the 1to1 Media Customer Champions has grown into a one-of-a-kind awards program that honors and spotlights the individuals responsible for game-changing customer-focused strategies-- a truly unique event that honors the leaders who create innovative change in their organizations.

Employee Engagement 70

Employee Engagement Loyalty Innovation Customer Engagement 70

Magellan Solutions

AUGUST 31, 2022

In 2004, J.P. in 2004, the bank decided to dissolve the agreement. Virgin Australia’s online reservation, check-in, and booking system broke in September 2010, leaving 50,000 customers stranded. Due to its inability to pay its debts, EDS had paid off more than $500 million in lost assets by 2004. CASE STUDY.

Examples 75

Examples Case Study How To Banking 75

Team Support

JANUARY 26, 2021

The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives. Companies offer a variety of channels for customers to request assisted support.

B2B 64

B2B e-support Knowledge Base Resources 64

Optimove

SEPTEMBER 5, 2023

Actions for Sports Gambling Sites:  First and foremost, sites should Integrate Customer Data Platform (CDP) with Multichannel Marketing Hub (MMH) for comprehensive insights.    With that foundation, sports sites can use AI to automate personalized game recommendations based on historical data and real-time interactions.

Sports 52

Sports Survey Engagement Strategy 52

Optimove

AUGUST 4, 2021

At the heart of it all lies the assumption that the more granular the customer group, the more the offer can be tailored to specific customers’ needs and wants, leading to higher engagement and increased revenue. For example, all target groups with up to 150 customers had at least a $1.90 A Personal Value Proposition.

Groups 87

Groups CRM Ecommerce Comparison 87

Provide Support

MARCH 20, 2018

Although AI is yet to take over our lives in a formidable way, as projected in 2004 blockbuster movie- I, Robot , the technology is certainly pervasive. AI is taking over customer service department in a big way. (.). A decade ago, our familiarity of AI was only restricted to the silver screen. Read more. Permalink | No comment.

Customer Experience 53

Customer Experience Insurance Chatbots Customers 53

Horizon CX

JULY 15, 2019

Now let’s take this to the current state of learning around the Customer Experience discipline. However, in 2011, I discovered the Customer Experience Professionals Association (CXPA) to which I joined up and volunteered for everything imaginable. My learning here was both interactive and memorable—two key learning elements.

Course 113

Course Training Entertainment Exercises 113

Win the Customer

MARCH 8, 2017

This illustrates that emotional appeal can have a major impact on a brand’s success or failure at attracting customers and maintaining their loyalty. Here are some case studies in successful emotional branding that business leaders can emulate to acquire and maintain customers. Old Navy: The Power of Nostalgia.

Case Study 118

Case Study Study Brands Customer Experience 118

Michelli Experience

JULY 27, 2016

I have been involved with Starbucks since 2004, beginning with initial research I conducted for my first of two books about them (The Starbucks Experience). In addition to partner engagement, leadership is also targeting customer experience enhancements driven by process changes and technology deployment.

Leadership 100

Leadership Course Engagement Employee Experience 100

Truthlab

DECEMBER 11, 2018

Survey bias is the tendency for some extraneous factor to affect survey results in a general, systematic way so the that results are “pushed” or “pulled” in a specific direction that is different from the target population as a whole (Alreck & Settle, 2004; Fowler, 2013). How questions are asked can lead respondents to answer […].

Examples 54

Examples Survey How To Customer Experience 54

Helen Dewdney

JUNE 12, 2019

Some 750 fires have been reported involving Hotpoint, Indesit and Creda tumble dryers during the period 2004 and 2018, including three injuries. All machines affected were manufactured between April 2004 and September 2015. Whirlpool amended its advice in late February 2017 and told affected customers to unplug and not use the machine.

Government 64

Government Report Consumers Company 64

ijgolding

JULY 27, 2016

When you consider I left GE in 2004 – over twelve years ago, that is an impressive fact. Gary’s probing went as follows: ‘What is our strategy to sustainably FIND new customers?’ Back in 1999, the concept of the ‘customer journey’ did not really exist. ’ Now that is a question.

Customer Centricity 120

Customer Centricity Strategy Customer Journeys B2B 120

Talkdesk

OCTOBER 16, 2019

Recognized as a challenger in the Gartner Magic Quadrant for IT Service Management and named a winner of the Colorado Top Workplaces 2019 award , Cherwell Software excels at delivering great service to its customers and understands that today’s workforce relies on real-time information to be successful.

Customer Service 44

Customer Service Contact Center Metrics Software 44

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

Magellan Solutions

NOVEMBER 7, 2023

Rapid Business Growth When your business quickly expands, expect to have an increase in customer engagement. With this, it’s essential to prioritize customer service as soon as possible. They first delegated their technical support in India as early as 2004. How can this be achieved if there’s a language barrier ?

Call Center 52

Call Center Competitive Advantage Financial Software 52

Genroe

FEBRUARY 20, 2017

Sudoko has it’s roots in 19th century French newspapers (yes really) and only became mainstream from 2004 when it started appearing, seemingly, everywhere. Actually, I’m not a fan of this puzzle and, after trying them a couple of times, I gave it away. However, plenty of people have invested a lot of time solving some […].

Net Promoter Score 66

Net Promoter Score Feedback Customers 66

ShepHyken

FEBRUARY 19, 2019

How to Get the Most Out of Your Customer Feedback. Customers don’t give honest feedback out of fear of potential repercussions. One reason customers give positive ratings after negative experiences is that they don’t want to feel like they’re punishing someone. Customers don’t know what they don’t know.” – Martha Brooke.

Feedback 76

Feedback Customer Experience Professionals System Metrics 76

AWS Machine Learning

MARCH 30, 2023

It enables you to improve customer engagement by powering personalized product and content recommendations in websites, applications, and targeted marketing campaigns. The Trending-Now recipe is available for both custom dataset groups as well as video-on-demand domain dataset groups. Applied AI Specialist Architect at AWS.

Trends 88

Trends Interaction Groups Training 88

ServiceDock

JUNE 9, 2017

It employs thousands upon thousands of seriously talented people and has a valuation in the hundreds of billions having only been founded in 2004. Facebook is an amazing company.

Company 48

Company Customer Service Customers 48

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 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

CX Journey

DECEMBER 11, 2018

These books are not customer experience books per se - but the outcomes of implementing what you learn in them will certainly lead to better experiences for employees and for customers. I believe the latest edition was updated in 2004. I thought I'd share some good ones that I'd recommend you add to your reading list for 2019.

Leadership 151

Leadership Guidelines Travel Culture 151