Customers Rock!

APRIL 14, 2010

Recently on Customers Rock! We had a great discussion around listening to customers, gathering social media feedback and turning it into action inside of a company, and of course we talked about the NetPromoter score and how to use it strategically. It’s not about what you think… it’s about what your customers think.

Social Media 154

Social Media Case Study Financial Banking 154

CSM Magazine

OCTOBER 6, 2022

ResultsCX , a provider of Customer Experience Management (CXM) services to leading global companies, including Fortune 100 and 500 firms, today announced its strategic expansion into the U.K. ” Founded in 2008, 60K provides CXM services to leading U.K., ” Founded in 2008, 60K provides CXM services to leading U.K.,

Self Service 52

Self Service Entertainment Multi-Channel Telecommunications 52

Kustomer

APRIL 9, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by John DiJulius of The DiJulius Group to discuss customer loyalty, growth preparation, and employee management. However, most of his time and attention goes to The DiJulius Group, a customer experience consulting firm.

Loyalty 59

Loyalty Airlines Leadership Groups 59

ShepHyken

NOVEMBER 6, 2020

He shares the process of conducting consumer research and how to implement your findings into the customer experience. Whole Foods understands what drives their customers’ purchase behavior. Their customers go to Whole Foods for organic grocery items and not a whole lot else, which allows them to own their niche. Most likely no.

Customer Service 103

Customer Service Marketing How To Consumers 103

Kitewheel

JULY 2, 2020

The COVID-19 pandemic has changed the world of customer experience and retailers are feeling the impact. So, in order to ensure a future where businesses survive and flourish, retailers must measure these changes for their business and shift their strategies to meet the new needs of their customers. Attracting Customers .

Retail 52

Retail Social Media Consumers Study 52

Second to None

MARCH 22, 2019

Older Gen Zers witnessed their parents face economic turmoil and risk of unemployment in 2008, instilling a pragmatic attitude towards the monetary market. Utilizing a social media influencer’s pull is just as much about increasing brand recognition as it is about increasing sales. 1, 7] [link]. 2,4] [link]. 3,5] [link].

Connections 75

Connections Brands Social Media Loyalty Programs 75

Second to None

MARCH 22, 2019

Older Gen Zers witnessed their parents face economic turmoil and risk of unemployment in 2008, instilling a pragmatic attitude towards the monetary market. Utilizing a social media influencer’s pull is just as much about increasing brand recognition as it is about increasing sales. 1, 7] [link]. 2,4] [link]. 3,5] [link].

Connections 63

Connections Brands Social Media Voice of Customer 63

Experience Investigators by 360Connext

JULY 20, 2015

Reviewing customers’ online experience is one of the most common ways we at 360Connext help our clients. It’s part of out trademarked process called Customer Experience Investigation, which covers everything. live support, customer service call centers). Your customers are constantly checking out your competitors.

Online Experience 110

Online Experience Case Study Social Media Consulting 110

ShepHyken

MAY 26, 2017

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Companies that track and measure their customer service have a competitive advantage. seconds in 2008 with a mind boggling 19.19 Customer Satisfaction score (CSAT). Shep Hyken. seconds in 2009!

Metrics 92

Metrics Net Promoter Score Effort Score Customer Satisfaction 92

CSM Magazine

FEBRUARY 7, 2020

In this context, customer service is crucial to attract and retain clients and do good business. Improving customer service for lending businesses is vital. Why Is Customer Care Crucial for Lending Businesses? The landscape of customer care has changed in the past years. Or the lack thereof. Invest in People.

Omni-Channel 52

Omni-Channel Customer Service Banking Financial 52

Magellan Solutions

MARCH 24, 2020

Companies that outsource customer service have discovered and understood the fundamental element of business success — customer retention. Businesses exist because of customers. Customers rely on businesses to make their lives easier. This means that customer service, along with relevance, binds the two together.

Company 40

Company Customer Service Call Center Telecommunications 40

Pink Guava

APRIL 26, 2020

Not only millions have suffered from disease, death, poverty, loneliness but we are on a brink of recession, slow growth with muted demand, and customer sentiments. Yes, it will take time for everything to be normal or maybe this is the new “Normal” of being digital, social distancing, and lock down.

Social Media 84

Social Media Financial Innovation Employee Engagement 84

Chadwick Martin Bailey

DECEMBER 4, 2019

Big Tech has lost valuable trust among customers, and the general public. And - yes - social media brands are taking the brunt of this "Trust Fall" of 2018-2019, but this is a “negative halo” effect impacting all of the “Big 5” Tech Brands (Amazon, Apple, Facebook, Google, Microsoft). How to restore “trust” in tech.

Brands 52

Brands Social Media Financial Analysis 52

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

NetBase

MAY 7, 2020

Using the 2008 recession to navigate through this rough terrain, Europe is predicting the largest quarterly decline in economic activity since World War II, meaning approximately an 8 to 13 percent drop in gross domestic product (GDP) , even with precautionary measures in place. Learnings from Europe. New Twist on Consumer Engagement.

Retail 71

Retail Consumers Social Media Government 71

Helen Dewdney

SEPTEMBER 28, 2017

She has this week spotted customers complaining about their ‘special offers’ on Facebook, as you can see here… When is a 3 for 2 bargain not a bargain? Customers can now take advantage of our ‘3 for 2’ offer across an even wider range of toys which offers great value and launched on Wednesday.”. Press release.

Social Media 36

Social Media Consumers Examples Loyalty 36

Wootric CX Blog

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Amy: She’s head of Customer Advocacy at MindTouch. Angus Yang. Why we love Augie: He’s the Sr. Plus, his Twitter feed!

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

LiveChat

JANUARY 23, 2020

Discourse, for instance, can custom-build a community in a subfolder for you, but that requires a lot of additional work from them on the back end. As Community Strategist at Buffer , Arielle Tannenbaum says: “Building a community around a brand is the best way to build deeper relationships with your customers.

Brands 69

Brands Gamification Groups Feedback 69

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. Adam Toporek. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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. Adam Toporek. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

LiveChat

JANUARY 23, 2020

Discourse, for instance, can custom-build a community in a subfolder for you, but that requires a lot of additional work from them on the back end. As Community Strategist at Buffer , Arielle Tannenbaum says: “Building a community around a brand is the best way to build deeper relationships with your customers.

Brands 28

Brands Gamification Groups Feedback 28

CSM Magazine

JANUARY 20, 2021

Application turns customer frustration into customer delight via instant delivery of digital coupons and gift cards. CodeBroker, the pioneer in mobile and digital coupons, today announced CS Resolve , a digital appeasement solution that provides instant value to an unhappy customer, for immediate conflict de-escalation.

Customer Service 59

Customer Service Contact Center Software Customer Service Representative Social Media 59

QuestionPro Audience

DECEMBER 1, 2016

Millennials are constantly expressing their interests on social media channels, and travel is not excluded from the trending topics identified by “hashtag goals.” In contrast, millennials came of age in a time of financial instability due to the recession in 2008. How Millennials are Travelling. Select your respondents.

Travel 150

Travel Social Media Groups Trends 150

Beyond Philosophy

FEBRUARY 21, 2016

As regards both b2b and b2c customer-supplier relationships, lack of confidence and belief is driven by insecurity and egotism, and ability to be confident is based on feelings of safety and acceptance. Retail banking, in particular, has seen both success and failure because of customer trust. Power annual studies).

Banking 60

Banking B2C Financial B2B 60

ClearAction

AUGUST 21, 2016

If It’s Called Customer Experience, Why Is It All About the Brand? While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. Janice Cuban.

Brands 54

Brands Customer Experience Social Media Customer Journeys 54

ClearAction

MAY 28, 2015

If It’s Called Customer Experience, Why is it All About the Company? While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. Q: What are the biggest customer experience issues are these days?

Company 48

Company Customer Experience Social Media Customer Journeys 48

ijgolding

MARCH 7, 2016

I am still regularly asked if this ‘Customer Experience thing’ is really a ‘thing’ at all. All three highlight what can happen if ‘the customer’ is not core to the strategy of a business. They highlight the effect a lack of focus can and will have on not just customers, but employees as well.

Case Study 120

Case Study Financial Retail Social Media 120

Retently

MARCH 18, 2019

Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. After all, brands with high customer retention are usually companies with high NPS score.

Net Promoter Score 133

Net Promoter Score Omni-Channel Company NPS 133

SurveySensum

JANUARY 15, 2024

95% of customers read online reviews before buying a product. Over nine out of ten customers (95%) read product reviews before they choose to purchase something. These shifts are why online reviews shape customer trust, brand perception, and purchasing decisions.

Consumers 59

Consumers Social Media Brands Strategy 59