InMoment XI

APRIL 3, 2024

By aligning digital customer experience metrics with overarching business strategies, your organization can ensure that your measurement efforts are not only meaningful but also actionable. To exemplify what a great digital customer experience looks like, let’s look at a guest’s experience with a hospitality brand. Access 3/12/2024.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

PK

JULY 15, 2019

in The Forrester Wave : Loyalty Service Providers, Q3 2019 report. Whereas past Wave reports have focused on loyalty platform technology providers, this is the first time a Wave report focused exclusively on leading loyalty firms offering services, from visioning and strategy through design, development, and launch of new member experiences.

Loyalty 45

Loyalty Loyalty Programs Roadmap Rewards Programs 45

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. In the end, everything is connected.

B2B 98

B2B Customer Experience Roadmap Culture 98

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

One Millimeter Mindset

OCTOBER 24, 2018

Does our organization engage in a couch potato storytelling culture? A couch potato storytelling culture is self-focused. There are a number of new books out, currently, which discuss how our organization’s stories make our products and services (not even our people) the heroines of the day. We know the plot. End of story.

Culture 71

Culture Course Leadership Strategy 71

Currency Alliance

MAY 9, 2019

Now, the mobility sector is understood to comprise every transport type that enables customers to get from one place to another and – more importantly – how customers search for, book, and manage their mobility choices. Enter: loyalty marketing. This introduces a crucial concept: the booking portal.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

Retently

SEPTEMBER 17, 2018

Apple’s customer satisfaction and loyalty have been growing steadily over the years, reflecting the way consumers view the brand. Because NPS is related to a company’s growth and customer retention levels. And if they do the latter, it’s safe to assume those people are loyal customers.

NPS 102

NPS Net Promoter Score Loyalty Omni-Channel 102

InMoment XI

AUGUST 2, 2022

Increased Customer Retention. When the customer experience is better than ever , so are customer satisfaction and loyalty. By providing improved products or services and personalized solutions, especially over time, customers will return to that company.

Advertising 295

Advertising Transportation Groups Analytics 295

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Aimee Lucas.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . Annette Franz

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Aimee Lucas.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. Hiring Customer-Ready Employees.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Beyond Philosophy

AUGUST 4, 2015

Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here. Ricoh Canada has a real world example of making this kind of change to their sales driven culture and making it work. Not all mind you, but enough that I knew it wasn’t a culture where I wanted to hang about.

Culture 60

Culture Sales Net Promoter Score Case Study 60

Currency Alliance

JANUARY 22, 2020

The top loyalty jobs are tough. Every CEO waxes lyrical about the importance of loyalty. Every CFO knows a loyal customer is many times more profitable than others. Rewards programs have not, historically, earned consistent loyalty across all customer segments. Points alone don’t earn much loyalty.

Loyalty 40

Loyalty Brands Loyalty Programs Rewards Programs 40

ShepHyken

OCTOBER 3, 2016

My Comment: If you’ve been following this column you will occasionally see me write about what’s happening on the inside of a company is felt on the outside by the customer. Stan Phelps, the author of the “Goldfish” series of books, shares insights from Southwest airlines. It’s all about creating the right culture!

Airlines 124

Airlines Customer Service Infographics Customer Retention 124

Currency Alliance

FEBRUARY 10, 2020

One of the earliest loyalty programs came out of the grocery sector. Broadly speaking, most of the chains’ loyalty efforts have been in proprietary, albeit digitalized versions of the original S&H program: collecting in order to redeem for rewards, some digital couponing, and pushing out offers via a mobile app.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Beyond Philosophy

DECEMBER 31, 2019

In some cases, organizations thought forming a Customer Experience team was the solution to the Customer Experience problem. However, it is only the first step in a broader cultural change. The number two thing was customer retention. However, retention is essential, too. A focus on theory is helpful.

Customer Experience 152

Customer Experience Effort Score Consulting Customer Experience Professionals 152

CSM Magazine

JUNE 8, 2023

Excellent customer service is critical to the long-term success of any business. Companies boost their reputation and brand image and build loyalty by treating customers right. That gives companies with stellar customer service a serious competitive advantage. Some places simply do it better than others.

Exceptional Customer Service 52

Exceptional Customer Service Company Customer Service Airlines 52

Beyond Philosophy

NOVEMBER 18, 2014

The most Customer Centric companies give their Customers a choice, often looking to the Customer to find new channels to offer. Who owns the Customer Experience at your organization? Companies that are not there yet often have a Customer Experience executive on staff that coordinates the effort.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

Comm100

MARCH 8, 2017

Through the eyes of Nasser, the areas of leadership, people skills, teamwork, gender equality, and customer service blend into a masterful understanding of corporate culture and the customer experience. Shapiro is a customer retention expert, who founded The Center for Client Retention. Flavio Martins.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Kayako

NOVEMBER 10, 2016

In the pie chart, we lost $3m and it hardly matters for a small growing business as it’s possible to overcome from damage with new bookings. However, finding an additional $30m in bookings just to stay at the same revenue level as the previous year presents a huge problem. The customer! They are: Responsive customers.

Strategy 171

Strategy Customer Retention Hospitality Customers 171

Wootric CX Blog

DECEMBER 8, 2019

At a time when customer retention is the name of the game, Customer Effort Score has gained ground as a CX metric for good reason. Research indicates that when evaluating customer interactions with a product or service, Customer Effort Score, more than CSAT, or even NPS, is the strongest predictor of customer loyalty.

Effort Score 59

Effort Score Examples Self Service Net Promoter Score 59

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 92

Social Media Customer Centricity Culture Employee Experience 92

ijgolding

SEPTEMBER 18, 2014

I often tell people how rare I think it is for companies to demonstrate ‘customer empathy’ on a consistent basis. There are many reasons why this is the case – organisational culture being the predominant one.

Airlines 211

Airlines Travel Social Media Course 211

Beyond Philosophy

OCTOBER 6, 2014

Enlightened: Enlightened organizations recognize how important the emotional aspects of their experience are for their Customers and have identified what emotions they want to evoke during their experience. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Kayako

JANUARY 24, 2018

Did the comparison site or airline double book me? I got my answer in the end (and my refund), but it wasn’t an ideal way to spend the first hour of my Sunday morning or my first customer service transaction this year that stressed out. Excellent customer experiences grow customer loyalty. adrianswinscoe.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

ChurnZero

JUNE 10, 2020

But unplugging from it all and diving into a good book can, if only for a little while. Enjoy this list of must-read Customer Success books. . . A veritable blueprint for success in the new membership economy, this book is a must-have for organizations of any size. Never Lose a Customer Again.

Customer Success 69

Customer Success Sales Customers Loyalty 69

ijgolding

JUNE 25, 2018

Since I published my new book at the end of April , I have intentionally held off adding to my social media content. 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! not a 100-yard dash. Sounds amazing.

Customer Centricity 192

Customer Centricity Industry Customers Loyalty 192

ijgolding

FEBRUARY 26, 2019

This approach is often called ‘transactional feedback’ but it doesn’t reduce your ability to measure loyalty nor to use the aggregated feedback to identify where generic improvements are required. My book, ‘Customer What? – the honest and practical guide to customer experience’ – is now available to purchase!

Feedback 214

Feedback Financial Company Customer Journeys 214

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. So, retaining customers becomes necessary for any company to sustain itself in this economic turbulence.

Customer Retention 21

Customer Retention Strategy e-support Social Media 21

Customer Bliss

JULY 11, 2017

Catherine is committed to delivering world-class products and services that drive customer adoption, loyalty and business results. She advocates a design-thinking approach, which focuses on customer empathy, experimentation, design, and innovation. Some include: Customer satisfaction. Customer retention.

Leadership 0

Leadership Customer Experience Report Innovation 0

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 68

Social Media Customer Centricity Culture Employee Experience 68

ChurnZero

MAY 14, 2021

She recalls a past situation where a Customer Success Manager with a smaller book of business was assigned special projects related to Customer Success Operations but notes that it was the balance between roles that made this possible. “If How to Identify Goals, Metrics, and Tools for Customer Success Operations.

Customer Success 81

Customer Success Metrics Customer Retention Tools 81

One Millimeter Mindset

NOVEMBER 1, 2018

Consider that each employee touches some aspect of the customer acquisition and retention process. In my book, Do YOU Mean Business ? , I offer you 16 collaboration exercises to jump-start collaborative customer retention in your own career trajectory. Which is crazy. Click on this link. You should be.

Customer Retention 73

Customer Retention Exercises Touchpoint Leadership 73

ijgolding

NOVEMBER 23, 2018

When you add to this a global corporate culture of businesses wanting to compare themselves with each other – being able to provide numbers that are not necessarily an accurate representation of the truth almost becomes acceptable – as long as they show we are better than everyone else! My book, ‘Customer What? –

Measurement 208

Measurement Banking Gamification Financial 208

ShepHyken

MAY 15, 2017

D CEO) Half a century after its incorporation papers were filed, the Dallas-based carrier is working harder than ever to reinforce its unique corporate culture. There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. . 3 Hacks to Boost Client Loyalty and Growth by Josh Linkner.

Customer Service 69

Customer Service Airlines eBook Loyalty 69

Retently

FEBRUARY 9, 2024

Key Takeaways Customer feedback questionnaires are a valuable resource for understanding customer expectations and experiences, shaping products/services, and fostering brand loyalty, all of which fuel business growth. Effective customer feedback surveys require setting clear objectives, choosing suitable question types (e.g.,

Feedback 100

Feedback Net Promoter Score Effort Score Customer Satisfaction 100