CX University

APRIL 2, 2024

Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers. Pink (2009) states that when employees have a purpose in their work, are provided with opportunities to develop mastery in what they do, and have autonomy, they will be engaged.

Strategy 52

Strategy Financial Leadership Apparel 52

Natalie Petouhof

MARCH 6, 2017

With human capital as the most important part of any company (computers and phones can’t do the work without the direction of the people), the battle for top talent is intensifying. Winning leaders have realized the value of a strong and effective culture as a crucial, competitive advantage. So Who Are Some of The Speakers?

Culture 40

Culture Company Competitive Advantage Conference 40

Alida

DECEMBER 15, 2016

Between 2009 and 2013, annual hospital deals have increased 14 percent. If you’re an executive working in health care, here are a few things to consider as you evaluate opportunities to merge, acquire or partner with other companies in the industry. The Affordable Care Act in the U.S., Indeed, consolidation is already well under way.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

CSM Magazine

MARCH 20, 2023

How Brands Become Icons – Douglas B. Holt This book is a must-read for those interested in the history of popular American brands. Holt tells how several companies rose to prominence. The author attributes their success to “cultural branding.” Schultz attributes this success to well-made brand building.

Marketing 52

Marketing Social Media Advertising Case Study 52

ShepHyken

AUGUST 6, 2023

Since the beginning of my career, I’ve preached about that many customer service skills and CX strategies apply to every type of company in any industry. It involves nurturing positive relationships with customers to encourage repeat purchases, foster brand advocacy, and reduce customer churn. My Comment: I was intrigued by the title.

Customer Service 62

Customer Service Tips e-support B2C 62

CSM Magazine

DECEMBER 6, 2021

Now more than any other time of year, e-Commerce becomes a more dominant force in companies’ sales, and subsequently, online customer experience. In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. Mike Myer, CEO and co-founder of Quiq looks at the challenges ahead.

Tips 97

Tips e-support Customer Journeys Contact Center 97

ijgolding

AUGUST 3, 2018

I wrote the following: Retail, in general, is an industry that contains companies completely failing to continually reassess their ‘why’, as marketing guru Simon Sinek would say. In the UK, retailers have been struggling with this concept since the demise of 100-year-old Woolworths in 2009.

Case Study 191

Case Study Retail Study Policies 191

ClearAction

FEBRUARY 7, 2016

81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.(1). Building a Customer-Centric Culture. Culture of Trust for Customer Experience Management BKM: Kimpton, Cisco. 4 Building Blocks for a Customer-Centric Culture article.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Comm100

NOVEMBER 27, 2017

s apology (or non-apology ) for sexual assault; brands in every industry are learning that the apology letter is an extremely difficult art form to master. What is it about the apology that can bring some of the biggest brands and names to their knees, or resurrect brands that seemed as good as gone? rawpixel.com.

Social Media 300

Social Media Video Effort Score Brands 300

Qualtrics

JUNE 6, 2019

The best brands don’t just sell a product or service, they connect with their audience and create experiences that keep customers coming back for more. Brand experience (BX) is what drives target customers’ perceptions, emotions, and preferences, which influence their purchase and usage behavior.

Brands 33

Brands Leadership Consulting Travel 33

Chadwick Martin Bailey

SEPTEMBER 22, 2020

For over 15 years, Courtnie has been a strategic consultant for some of the world’s leading brands. Our culture is supportive, transparent, and engaging, which shows in our relationships with one other, our clients, and our work. She earned her undergraduate degree from Michigan State and an MBA from Oakland University.

Transportation 52

Transportation Travel Financial Innovation 52

ReviewTrackers

APRIL 27, 2017

. “People who will stay loyal as long as that brand is delivering — those are the customers we focus on,” she said. at the Cleveland Clinic from July 2007 to July 2009, according to Managed Healthcare Executive. The Chief Experience Officer: An Important Role in Healthcare. Technology in Insurance.

Healthcare 50

Healthcare Insurance Hotels Hospitality 50

Retently

OCTOBER 19, 2018

How do you approach customer happiness in your company? Others are less “optimistic,” saying that companies stand to lose up to $1.6 Whichever way you look at it, it’s clear that unhappy customers ( who are much more likely to leave your brand , naturally) are a huge threat to business growth.

Chief Customer Officer 90

Chief Customer Officer Customer Centricity Call Center Metrics 90

Service Untitled

OCTOBER 22, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives How to overcome negative brand perception Cheryl October 22, 2010 Customer Satisfaction , Customer Service Experience , Specific Companies 1 Comment It’s the elephant in the room when consumers become disenchanted with a company’s brand.

Brands 43

Brands How To CRM Loyalty 43

ShepHyken

JULY 11, 2022

Here are a few tips to make sure your company is approaching CX in an effective manner that helps you optimize your ability to turn qualified leads into conversions. Journey measurement, for example, can provide insights that allow companies to optimise the customer journey in real time. My Comment: How do you measure CX?

Customer Service 24

Customer Service Average Handle Time Metrics Social Media 24

Clarabridge

JULY 18, 2018

In September 2009, Simon Sinek stood in the middle of a stage in a cozy theater in Puget Sound, Washington and delivered one of the most iconic TED talks to date. Although customer experience (CX) was a nascent space back in 2009, it is easy to extend his argument to the customer experience space today.

Effort Score 40

Effort Score Measurement Analysis Social Media 40

Magellan Solutions

JUNE 15, 2021

In searching for outsource customer service solutions , you must consider how long an agent stays in the company. While pricing and services are important factors, you should also consider the attrition or turnover rate of the BPO company. Outsource customer service solutions offer a wide range of benefits to any SMEs.

Customer Service 52

Customer Service Call Center First Call Resolution Customer Retention 52

Qualtrics

AUGUST 7, 2019

I moved to Seattle in 2009, worked as an SDET on the SharePoint Developer team for another 3 years, and then transitioned to SDE role in the Microsoft SQL org. At the time, I had no experience to take on a challenge like this, but given the company’s strong learning culture, John was willing to bet on me.

Software 36

Software Management Healthcare Culture 36

Service Untitled

MAY 21, 2012

The organization started in 1998, and by 2009 Amazon paid one-billion dollars for an online shoe store which amazingly continues to entertain and delight while increasing its visibility, excelling in connecting with customers, and selling more online merchandise than most other stores. So what makes Zappos.com a leader in customer service?

Customer Service 80

Customer Service Entertainment Comparison Social Media 80

Service Untitled

OCTOBER 25, 2010

It helped companies maintain and improve customer relationships and hone in on the most successful and promising target audiences. The expansion of the social media therefore requires companies to be aware of what is being said about them and who is saying what about them. Still positive consumers like me are potential customers.

CRM 44

CRM Social Media Customer Relationship Management Customer relationships 44

Service Untitled

APRIL 30, 2009

Odland said that if everyone at Office Depot knew as much as he did (in terms of cause and effects, how actions fit in with the rest of the company, etc.), the company would be much more cohesive and efficient. Think about some of the ways you can share more company information with your employees.

Exercises 40

Exercises Customer Service Representative Culture CRM 40

Service Untitled

DECEMBER 27, 2010

In 2008, social media and customer service were not even on the radar; in 2009 it grew to 13%, and this year 40% of contact centers actively use social media in their customer service. There is also a powerful link with companies and customers who actually listen to the suggestions and feedback of consumers.

Social Media 42

Social Media Trends Customer Experience Contact Center 42

SurveySensum

JULY 14, 2020

It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. While many brands are struggling to deliver the relevant and delightful experiences to the customers, certain Customer Experience Leaders have broken the code and delivered what is considered to the best!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

FEBRUARY 15, 2022

Today, almost all companies, irrespective of the industry they operate in, give special attention to customer service and make rigorous efforts to ensure customer success. Considering this scenario, it would be essential for companies to follow some of the leading customer service experts and learn from their experiences. Blake Morgan.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

BirdEye

OCTOBER 6, 2023

Your brand reputation management should be your #1 marketing priority. This constant threat to your brand’s name is known as reputational risk. Reputational risk is potential damage to an organization’s image caused by negative publicity, scandals, or crises that can impact revenue, brand value, and stakeholder loyalty.

Strategy 58

Strategy Social Media Airlines Software 58

ShepHyken

OCTOBER 5, 2018

This week we feature an article by Brad Birnbaum who writes about how important it is for companies to deliver great service and create amazing experiences in order to compete with the big retailers and resellers. – Shep Hyken. However, this has also opened huge opportunities for brands to innovate and differentiate themselves.

Consumers 84

Consumers Brands Retail Culture 84

C Space

JANUARY 18, 2021

How did 2020 change the rules of engagement between customers and brands? For nearly a decade, we’ve tracked the connection between companies and customers. What we saw in 2020 was a complex and rapidly changing picture – fluid emotional shifts, driven by economic, political, cultural and environmental uncertainty.

Engagement 116

Engagement Apparel Financial Automotive 116

ijgolding

OCTOBER 7, 2015

Although it comes as a surprise for a company with, up until now, a very good global reputation, their actions have only added to the consumer’s growing mistrust of ‘big business’ Tesco, one of the world’s largest retailers, lurch from one crisis to another – again driven by an extreme lack of authenticity.

Case Study 120

Case Study Study Customer Experience Financial 120

Customer Bliss

AUGUST 2, 2016

In our conversation, Jeb discusses how the role has evolved, how he has built the team, and how he engages engineers and a very action driven culture to care about and improve customer experience. Between 2004 and 2009, there was a gradual evolution in what Oracle did with customer feedback.

Chief Customer Officer 100

Chief Customer Officer Customer Experience Feedback Leadership 100

CX University

OCTOBER 19, 2017

Companies are shooting themselves in the foot consistently around their customer experience. In the past 18 months, we’ve seen several major brands back pedal from serious customer experience mistakes. Bad customer experience in Singapore is costing brands $26B per year. This article was originally published on Eglobalis.

Customer Experience 66

Customer Experience Culture Metrics Airlines 66

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. Conversely, we also asked them to name a brand that let them down and then to describe that experience, too.

NPS 52

NPS Financial Survey Effort Score 52

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity Today Since the 2009 global economic downturn, companies have invested heavily in enterprise feedback management. VoC Maturity Essentials Even among a mix of B2C and B2B companies, only 16% have reached the two highest levels of voice of customer maturity, as shown in the image below.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

ClearAction

OCTOBER 1, 2018

The future is urgently calling for us to shift to company-wide alignment with CX. For example, the 2017 and 2018 Forrester Customer Experience Index TM reveals no companies exceeding 72 on a 100-point scale and very little change in any industry. Only 22% of companies now are operationalizing, aligning or embedding CX.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Beyond Philosophy

SEPTEMBER 13, 2016

Messaging and positioning statements provided by companies must be upfront and credible because, if they are not (or perceived as not), the backlash results of negative word-of-mouth can be significant. Be both strategic and tactical. Seek to leverage and influence, not control.

Social Media 60

Social Media Multi-Channel B2C B2B 60

Qualtrics

JULY 15, 2019

For over twenty years, Amazon has set the standards in e-commerce with almost unrivaled product inventory and competitive prices, and while that would be plenty for a successful business, what’s taken Amazon to a legendary brand is the combination of customer experience and product that keeps people coming back for more. Delivery and returns.

Customer Experience 37

Customer Experience Self Service Social Media Apparel 37

Help Scout

APRIL 11, 2019

In my case, there were a bunch of signals telling me that time off would be positive for me personally, but that it’d be even better for the company. Once you’ve been with the company for five years, you can take a month off. For every five years at the company, you get a month off and a bonus. Impact on the company.

Leadership 40

Leadership Communication Culture Connections 40

Natalie Petouhof

AUGUST 26, 2015

Louis, Missouri in 2009, Gainsight’s headquarters are now in Redwood City, California. As a customer success technology company, Gainsight helps companies manage their customer relationships while driving retention, upsell opportunities and organizational efficiency. How Does Gainsight Help Companies? Founded in St.

Customer Success 40

Customer Success Sales Management Advertising 40