Beyond Philosophy
FEBRUARY 15, 2024
As part of this exercise, choosing an emotion that drives value for your customers is essential. In 2005, my fieldwork revealed 20 emotions that drive or destroy value in a Customer Experience. Value means you get a return, which could mean increases in revenue, profitability, customer satisfaction, or decreases in costs.
ShepHyken
MAY 15, 2023
They have 4,000,000 more followers on social media than any Major League Baseball team. Ask what the biggest friction points in your customers’ experiences are. Jesse Cole’s latest book, Bannana Ball: The Unbelievably True Story of the Savannah Bannanas , just came out May 18, 2005. Get it at Amazon.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Service Untitled
DECEMBER 5, 2012
I heard the term “social vampire” in 2005 when it referred to a person who more or less attached them self to someone and piled on attention until they felt that the person they were endowing with excessive flattery liked them in return. photo by: MingleMediaTVNetwork.
ShepHyken
FEBRUARY 21, 2022
It also adds to the customer experience. Consistency, building a community via social media, and a personalized approach are just three of the topics the author addresses. How To Be A Customer Experience Clairvoyant by Chip Bell. ACSI: Customer Satisfaction Decline Continues — Here’s a Big Reason by Marianne Wilson.
Service Untitled
OCTOBER 15, 2013
The buzz phrase “social listening,” also known as social media monitoring, can help organizations and businesses be more effective and build stronger brand relationships. Perhaps the Dell story with the “power to do more” further explains the concept of “social listening.”
Lumoa
JANUARY 23, 2018
Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction. These standard metrics include not only the number, but also free text feedback revealing why your customers like or dislike you or your product. The higher your NPS, the smaller the number of customer complaints and returns.
Service Untitled
MARCH 24, 2014
Amazon’s $20 increase for Prime members certainly drew a lot of derogatory hoopla this past week with social media and forums all buzzing with criticism about the 25% hike. Say it anyway you want, but the best part of any kind of loyalty program is the money a customer saves versus the cost of the rewards’ programs.
Expert insights. Personalized for you.
88 
Let's personalize your content