Maz Iqbal

OCTOBER 10, 2014

The focus of this conversation is the customer experience themes that Nunwood call attention to in their 2014 UK Analysis Report. What Are The Primary Customer Experience Themes? I shared one of these customer experience themes with you in the last one. Employees Come First, Customers Come Second.

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

Michelli Experience

JULY 5, 2016

While I have many mentors when it comes to business success, branding, and customer experience delivery, seldom do I look to actors or actresses to give me wisdom in these areas. Recently, however, I was taken aback by the succinct and powerful branding perspective offered by Will Smith. 3 Try to improve lives.

Brands 140

Brands Entertainment Customer Expectations Meeting 140

InMoment XI

MARCH 14, 2023

That’s why InMoment hosts regular Experience Exchanges to help customer experience (CX) professionals do just that. Our product goes to 40 countries to get to market, and we sit in the middle of the value chain between suppliers and customers. We are able to move our customer’s demands from one country to another quickly.

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. So let us reintroduce you to our Faces from 2014. Meet Becky Lollar !

Meeting 60

Meeting Customer Experience Employee Engagement Contact Center 60

Experience Investigators by 360Connext

OCTOBER 1, 2014

How do you build customer relationships in today’s high-tech marketplace? Customers are casually dating competitors while we are constantly learning what makes them happy and trying to speak their language. Email is one of the few fertile grounds you have left for building customer relationships. Darn autocorrect!

e-support 274

e-support Social Media Consulting Customers 274

Maz Iqbal

OCTOBER 16, 2014

Today’s conversation completes this four part series ( part 1 , part 2 , part 3 ) centred on Nunwood ‘s 2014 UK Analysis report. What Does It Take To Excel At The Customer Experience Game? For most brands, trying to improve performance simply by emulating John Lewis or First Direct can be counterproductive.

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

ijgolding

NOVEMBER 8, 2016

Over the years, businesses in other industries have worked hard to turn people into FANS of their brands. So let me ask the question from the header of this post – Do you need FANS or CUSTOMERS to have a sustainable business? As a result, many of its loyal FANS, have ceased to become CUSTOMERS.

Sports 237

Sports Entertainment Airlines Customer Base 237

Experience Matters

SEPTEMBER 29, 2014

McDonald’s recently announced the appointment of its first VP Customer Officer , Fred Ehle. In Temkin Group report, ROI of Customer Experience, 2014 , we found that a modest improvement in customer experience can generate an average of $437.5 Customer experience Fred Ehle McDonalds'

Customer Connectedness 264

Customer Connectedness ROI Employee Engagement Brand Values 264

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. blog posts for 2014 were: Got Empathy? : The topic of empathy topped the list of posts this year.

Metrics 76

Metrics Net Promoter Score Data NPS 76

AskNicely

JULY 17, 2018

As a product team, you require a deep understanding of your customers’ complex problems. Are you fixing real pain points, or are you spending time and money on features that might not actually matter to your customers? The Business of Helping Customers Tell Stories. Uncovering Customer Happiness.

Roadmap 150

Roadmap Customer Centricity Net Promoter Score Case Study 150

Customer Bliss

OCTOBER 10, 2017

As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. We’ll get into further detail later: Brand.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

C Space

APRIL 27, 2020

The Brand Move Roundup – April 27, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. An average of 15.6

Brands 52

Brands Fashion Social Media Sports 52

NetBase

AUGUST 18, 2020

Every brand has a marketing stack, aka Martech Tool Stack that they use to run campaigns and track measurable marketing outcomes. But not every brand has a good handle on what these tools are. And the pandemic forced brands to focus on efficiencies in every category. We’re guessing your brand can relate.

Tools 60

Tools Brands Ecommerce Social Media 60

PeopleMetrics

JULY 14, 2015

PeopleMetrics is proud to recognize its fifth-annual Brand Ambassador Award Winners. These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers. The Importance of Brand Ambassadors.

Customer Centricity 48

Customer Centricity Brands Hotels Banking 48

Kerry Bodine

JUNE 7, 2017

JetBlue built its brand on being a different kind of airline. At a time when other US-based airlines were cutting leg room, eliminating meals, and charging for bags, JetBlue gave flyers room to stretch, provided free yummy snacks, and resisted financial pressure to nickel and dime its customers with fees. and “Trays.

Airlines 184

Airlines Chief Customer Officer Hotels Brands 184

Vonage

AUGUST 15, 2016

A customer’s experience lives long beyond the purchase. Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service. Focus on the outcome.

Self Service 120

Self Service Contact Center Trends Connections 120

Retently

MARCH 23, 2023

Study the hacks used by brands like Apple , Amazon , and Netflix, and you’ll discover actionable tactics that can apply to your business. In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback.

Net Promoter Score 124

Net Promoter Score Company NPS Effort Score 124

Brandwatch CX

MARCH 7, 2023

social media accounts 91% of retail brands use 2 or more social media channels 81% of all small and medium businesses use some kind of social platform Internet users have an average of 7.6 billion views YouTube sees around 1,148bn mobile video views per day In 2014, the most searched term was music. billion The internet has 4.2

Social Media 98

Social Media Video Advertising Marketing 98

Experience Investigators by 360Connext

NOVEMBER 8, 2022

What Does Customer Experience Success Mean to Your C-Suite? The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea – that creating better customer experiences will lead to happier customers, leading to better results. Are we winning at customer experience?”

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

ijgolding

SEPTEMBER 8, 2014

I have often said in the past how lucky I am to have so many people share their customer experience stories with me. In all cases I believe that through the use of storytelling, it is possible to bring to life the significance of the customer experience in the organisations we work and interact with. Disney Store. Correspondence.

Customer Experience 329

Customer Experience Customer Expectations Customer Retention Retail 329

Storyminers

NOVEMBER 2, 2016

Sometimes, making customer experiences better can also make the world better. Here’s how one leading brand is trying. ’ One way to look at it: a forced-upon-its-customers policy that requires users to contractually agree to be non-discriminatory in their selection and treatment of guests staying at their properties.

Policies 170

Policies Customer Experience Hospitality Insurance 170

NICE inContact

JULY 13, 2016

Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan. Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan.

Customer Experience 121

Customer Experience Contact Center Omni-Channel ROI 121

C Space

JULY 6, 2020

The Brand Move Roundup – July 6, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. It’s ranked No.

Brands 52

Brands Sports Hospitality Retail 52

Customer Bliss

NOVEMBER 29, 2021

A 2017 Minnesota Department of Health report review of tests, ordered by physicians in the state in 2014, validates the need for such conversations. Whether you’re an old brand or a new one, there is so much we can improve when truly put the customer at the center of our decision-making. Its results showed that $54.9

Healthcare 139

Healthcare How To Advertising Banking 139

Second to None

APRIL 9, 2018

Measuring what the most successful brands are doing in any industry can serve as a great source of information for your organization. One recent initiative that organizations can learn from was implemented by the luxury brand Sephora. So we brought in-store and digital under one roof, along with customer service.

Brands 54

Brands Retail Loyalty Fashion 54

C3Centricity

OCTOBER 1, 2019

And customer satisfaction is becoming insufficient to drive growth alone. For them customer satisfaction is not enough; they want their guests to be enchanted, enthralled, excited, so that a return visit is a “no brainer”; no other hotel choice would make sense! How do you treat your own customers, consumers and clients?

Customer Satisfaction 180

Customer Satisfaction Hotels Marketing Customer Centricity 180

NetBase

JUNE 11, 2019

The month of June offers brands a positive and vibrant way to connect with audiences for Gay Pride festivities. And we have more than a few highlights to share, along with a look at the customer understanding excellence these efforts demonstrate. One brand that needs no introduction to Pride Month is GAP. Where It Started.

Brands 43

Brands Marketing Fashion Retail 43

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder. Share the best stuff!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Earlier this month, Thomasz Tungaz, a venture capitalist at RedPoint, published a blog titled “Why your SaaS Startup Needs a VP of Customer Success Sooner than you Might Think”.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Experience Investigators by 360Connext

JANUARY 30, 2015

With the personalized service, outstanding selection and in-store cafe options, they’ve built a loyal following of customers. But once a month, while recording our podcast Crack The Customer Code , I get my lunch from the Mariano’s across the street. No customer wants soup that has spilled all over the bag.

Customer Service 110

Customer Service e-support Social Media Leadership 110

Gainsight

MARCH 1, 2024

In the dynamic landscape of Customer Success (CS), where relationships and outcomes intersect, the voices of female leaders are increasingly shaping the trajectory of the industry. When I started out in 2019, not many knew what a Customer Success Manager (CSM) was. What’s changed: What hasn’t changed?

Customer Success 59

Customer Success Chief Customer Officer Customers Metrics 59

Experience Investigators by 360Connext

OCTOBER 31, 2014

They not only manage NOT to scare customers away, but even better- they spook customers into taking the next step. With some word craftiness, you can create impactful CTAs that won’t scare customers away. How can you leverage your customers’ fears to increase conversions? Here’s how you can do the same!

e-support 197

e-support Social Media Consulting Customer Centricity 197

NetBase

JUNE 21, 2019

Athletes can be powerful and inspiring role models whose stories motivate your audience to embrace your brand – which is why they’re so often brought on as brand ambassadors and influencers. The problem is, their mistakes are very public – and if they’re connected to your brand, you just might go down with the ship.

Brands 60

Brands Sports Analytics Analysis 60

Customer Bliss

JANUARY 19, 2018

My mission throughout my career has been to highlight companies that choose to grow by honoring the lives of customers and employees. I find extreme joy in coming across companies that decide to be real, decide with a clarity of purpose, and become a part of their customers lives. ” Now THIS is deciding to be real.

Retail 135

Retail Connections Culture Study 135

Kustomer

AUGUST 26, 2022

Not only should businesses be considering podcasts as part of their own marketing strategies, but they should also be utilizing the wealth of insights in podcasts to evaluate and improve their own customer experiences. Customer experience (CX) professionals have to make a concerted effort to keep up with the ever-changing CX field.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

Beyond Philosophy

JULY 9, 2015

The demand for corporate social responsibility continues to sweep the brand marketplace. According to new research from Nielsen, corporate social responsibility is important as a benefit to positive branding efforts. We also know for your brand reputation positive press is key. My angle is typically about Customer Experience.

Brands 60

Brands Net Promoter Score Effort Score Case Study 60

SuiteCX

NOVEMBER 3, 2015

The Customer Experience (CX) field is growing, and companies are realizing that it makes clear business sense. from 2014 to 2019. Six Steps to Best-in-Class Customer Experience. suitecx ©2015, suitecx Inc. Six Steps to Best-in-Class Customer Experience. What does your brand stand for?

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100