The Basics: Customer Surveys

MaritzCX

If your company would like to know the needs and desires of its customers, then conducting a customer survey is one of the best tools to use. Here are 3 areas of customer survey which are all essential for your company to know

Survey 200

The Basics: Customer Surveys

MaritzCX

If your company would like to know the needs and desires of its customers, then conducting a customer survey is one of the best tools to use. Here are 3 areas of customer survey which are all essential for your company to know

Survey 200

The Basics: Customer Surveys

MaritzCX

If your company would like to know the needs and desires of its customers, then conducting a customer survey is one of the best tools to use. Here are 3 areas of customer survey which are all essential for your company to know

Survey 200

Customer Satisfaction Index (ACSI). What is it?

MaritzCX

One way to benchmark the level of satisfaction of your customers is through a customer satisfaction index. One of the leading customer satisfaction indexes in the world is the American Customer Satisfaction Index (ACSI). The ACSI helps determine how satisfied consumers in the US are, so that consumer behavior can be understood. ACSI personnel question. View Article

Customer Satisfaction Index (ACSI). What is it?

MaritzCX

One way to benchmark the level of satisfaction of your customers is through a customer satisfaction index. One of the leading customer satisfaction indexes in the world is the American Customer Satisfaction Index (ACSI). The ACSI helps determine how satisfied consumers in the US are, so that consumer behavior can be understood. ACSI personnel question. View Article

Customer Satisfaction Index (ACSI). What is it?

MaritzCX

One way to benchmark the level of satisfaction of your customers is through a customer satisfaction index. One of the leading customer satisfaction indexes in the world is the American Customer Satisfaction Index (ACSI). The ACSI helps determine how satisfied consumers in the US are, so that consumer behavior can be understood. ACSI personnel question. View Article

Fostering Good Customer Relations on the Front Line

MaritzCX

Customer loyalty is built on customer relations. The front desk clerk, the counter clerk or even the security guards can make or break your business based on the impression they leave with customers. Whether you are in a service-oriented business, manufacturing, education or the health care field, your goal is to make that first impression. View Article

Fostering Good Customer Relations on the Front Line

MaritzCX

Customer loyalty is built on customer relations. The front desk clerk, the counter clerk or even the security guards can make or break your business based on the impression they leave with customers. Whether you are in a service-oriented business, manufacturing, education or the health care field, your goal is to make that first impression. View Article

The Right CRM & EFM Software – Key to Your Success

MaritzCX

Keeping tabs on customer information is an important piece of your company's operations. As such, Enterprise feedback management (EFM) and Customer Relationship Management (CRM) solutions are equally important to the success of your company. And this article explains why

The Right CRM & EFM Software – Key to Your Success

MaritzCX

Keeping tabs on customer information is an important piece of your company's operations. As such, Enterprise feedback management (EFM) and Customer Relationship Management (CRM) solutions are equally important to the success of your company. And this article explains why

The Right CRM & EFM Software – Key to Your Success

MaritzCX

Keeping tabs on customer information is an important piece of your company's operations. As such, Enterprise feedback management (EFM) and Customer Relationship Management (CRM) solutions are equally important to the success of your company. And this article explains why

What Halloween Has Taught Me About Customer Experience

MaritzCX

Halloween night 2007 was the perfect Halloween. I was old enough to go trick or treating without an adult, but young enough to not have my neighbors wonder why I was still asking for candy.

What Halloween Has Taught Me About Customer Experience

MaritzCX

Halloween night 2007 was the perfect Halloween. I was old enough to go trick or treating without an adult, but young enough to not have my neighbors wonder why I was still asking for candy.

3 Events Paved The Path For The Customer Experience Discipline

Kerry Bodine

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience?

Designing a Great Customer Experience Strategy

MaritzCX

Apple founder Steve Jobs said when announcing the iPhone in 2007, “Every once in awhile a revolutionary product comes along that changes everything.” Revolutionary products such as the iPhone flourish by providing a fantastic customer experience.

Designing a Great Customer Experience Strategy

MaritzCX

Apple founder Steve Jobs said when announcing the iPhone in 2007, “Every once in awhile a revolutionary product comes along that changes everything.” Revolutionary products such as the iPhone flourish by providing a fantastic customer experience.

So What?! There are plenty more customers where he came from!

ijgolding

The hiatus in my writing does not mean I have run out of things to say on the subject of customer experience (CX) (boo, say some; hurrah, say others!) – far from it! Sadly, during that same period I have also ceased to be a customer of every single one!! This is what customers do.

Watch Jeanne Bliss’s Webinar: How to Provide Customer Service That Would “Make Mom Proud”

Kayako

Customer experience expert Jeanne Bliss joined us for a webinar where she spoke with us about her new book ‘Would You Do That to Your Mother’, and how businesses can provide customer service that would quite literally “make mom proud!”. As customers, we want our lives to be improved.

How to Achieve Personalized Customer Service with AI Tools

TechSee

I see you are a Loyalty member since 2007, and have stayed at our property in London every year around this time. Personalization as a driver in customer service. Examples of AI-Driven Personalized Customer Service. AI Innovations that can boost personalized customer service.

Tools 168

Designing a Great Customer Experience Strategy

MaritzCX

Apple founder Steve Jobs said when announcing the iPhone in 2007, “Every once in awhile a revolutionary product comes along that changes everything.” Revolutionary products such as the iPhone flourish by providing a fantastic customer experience. It’s the product, the in-store experience, the applications, the customer service, the whole ecosystem.

Who Tweeted It First: Customer Success Edition

Amity

Working in Customer Success, we hear the same terms all the time: ARR, Churn, MRR, Retention, SaaS, etc. This week, we looked at some commonly-used terms in the world of Customer Success and made a few discoveries on who tweeted it first. Customer Churn. Customer Health Score.

Customer Experience 2017 Reality Check – Evolution or Revolution?

ijgolding

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Are organisations really changing the way they treat customers and employees?

Why Should Your Bank Improve CX? $12.5m in Acquisition from Referrals (Part 2 of 3)

MaritzCX

Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry.

Why Should Your Bank Improve CX? $12.5m in Acquisition from Referrals (Part 2 of 3)

MaritzCX

Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry.

The Unifying Force of Care: A Basic Human Need Customers Crave and Businesses Demand

Customer Bliss

As customers, we become emotionally attached to companies who consider our lives when they make decisions. However, not all companies behave in this manner when it comes to their customers and employees. When engaging with customers, we’re talking about external empathy and caring.

Tips 167

Understand Customers’ Lives & Connect to Customer Behavior

Customer Bliss

With a customer listening path in place, your leaders and the organization will become personally involved in understanding the lives of your customers. Your customer listening method will provide a constantly refreshing source of information organized by journey stage. Leaders will be able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data. He has led customer success at Adobe since 2007.

Understand Customers’ Lives & Connect to Customer Behavior

Customer Bliss

With a customer listening path in place, your leaders and the organization will become personally involved in understanding the lives of your customers. Your customer listening method will provide a constantly refreshing source of information organized by journey stage. Leaders will be able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data. He has led customer success at Adobe since 2007.

Four of the Most Successful Employee Engagement Strategies Also Drive Customer Experience

CX University

Vast amounts of data support the symbiotic relationship between engagement and satisfaction, between businesses and customers. A 2005 study concluded that work engagement is linked to performance and customer loyalty (Salanova, Agut & Peiró, 2005). 4, (Apr 2007): 30-33.

Why Should Your Bank Improve CX? $12.5m in Acquisition from Referrals (Part 2 of 3)

MaritzCX

Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. This is the second in a series of posts in which I share tidbits of insight to help practitioners make the business case for improvement. I shared the details of the retention increase in my last post.

Customers Want Better Customer Service…or Else!

Beyond Philosophy

Consumers say Customer Service is important to them when choosing a brand and forming loyalty with it. 97% of Customers believe that Customer Service is important to them when they choose where they do business. They evoke the wrong Customer emotions during the experience.

They say elephants never forget… but what about customers?

ijgolding

Elephants also apparently recognize and can keep track of the locations of as many as 30 companions at a time, psychologist Richard Byrne of the University of Saint Andrews in Scotland and other researchers discovered during a 2007 study at Amboseli.

Customer Experience Keynote Speaker: Customer Service vs Customer Experience

Michel Falcon Experience

Hey Team, I’m excited to share my Customer Experience Keynote presentation that I shot in St. In addition to sharing company culture, employee engagement & customer experience strategies, I also explain the difference between customer service and customer experience.

How Contactless Payment Has Changed Customer Service

CSM Magazine

First trialled in 2007 with a £10 maximum spend limit, its true introduction to the mainstream was only around five or six years ago, although it feels much longer. Within smaller spend transactions, one of the key areas affected has been customer service.

Ask Abby Nicely #3: How Do You Calculate Your NPS Score?

AskNicely

If you read my last blog post , you’ll know that 2007 was a big year for me — from the infamous solar hot dog cooker to having to parallel park for the first time (more on that later). Then one night in 2007, it happened.

NPS 195

Introducing Forrester's B2B Tech Customer Experience Index Methodology

Forrester

Since 2007, Forrester has helped consumer brands evaluate the experience they deliver to their customers with our Customer Experience Index (CX Index™). This methodology powerfully demonstrates to business-to-consumer (B2C) companies the link between CX and customer loyalty. Using the B2C-oriented CX Index as a foundation, we created the Forrester B2B Tech Customer Experience Index , which we are unveiling today. B2B customer experience.

B2B 48

The CX Champions Who Deserve More Than Just A Prize- Feb ‘19

CloudCherry

At CloudCherry, we believe customers are our backbone and value employees and influencers who make customers their top priority. Solving out their issues or creating a better deal or making a small change from the backend to make the customer’s problem addressed in no time at all.

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Customer Satisfaction results in a higher share price. Keeping Customers results in a high increase in value.

ROI 168