InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! The power of data-driven choices extends beyond individual decisions; it drives a customer-focused culture within your organisation.

Customer Experience 260

Customer Experience ROI Return on Investment Financial 260

Lumoa

MARCH 21, 2023

My chapter is focused on designing for moments worth experiencing from a macro level. I share some experiences from Rituals, a brand that excels in delivering moments worth experiencing and share some practical hands-on advice into how businesses could advantage from creatively designing and implementing working values.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Experience Investigators by 360Connext

APRIL 2, 2024

‘Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. Instead, I challenge you to take an inventory of customer touchpoints from the customer perspective.

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

InMoment XI

MAY 24, 2022

Employee satisfaction will typically include job-related factors like compensation, workload, perceptions of management and leadership, flexibility, teamwork, resource availability, etc. . #2: How Does EX Improvement Impact Customer Behavior? For the employee experience maturity trajectory, it is the point of embarkation.

Employee Experience 295

Employee Experience Customer Experience Employee Engagement Culture 295

Experience Investigators by 360Connext

APRIL 2, 2024

‘Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. Instead, I challenge you to take an inventory of customer touchpoints from the customer perspective.

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable.

Self Service 76

Self Service Customer Service Airlines Touchpoint 76

BirdEye

MARCH 20, 2023

Today, 90% of people with a social media account use social networks to communicate with brands and businesses. As a business looking to improve brand awareness, lead generation, and scale growth, social media management has to be a part of the overall strategy. That brand consistency reinforces your brand identity.

Social Media 52

Social Media Brand Values Strategy Brands 52

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

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. These blogs are powerful resources to keep you up to date on the ever-changing CX industry. Denise is a skilled speaker, author and brand leadership expert.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Here are my top five picks from last week.

Customer Service 133

Customer Service Loyalty Programs Social Media Contact Center 133

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. What is Brand Loyalty and How Can You Build It?

Customer Service 143

Customer Service Loyalty Programs Chatbots Loyalty 143

Lumoa

NOVEMBER 10, 2021

Customer experience (CX) design is the process of finding ways to leverage those experiences so they engage and thrill customers throughout the lifetime of their relationship with a brand. CX design helps organizations act more customer-focused, which in turn promotes decisions that empower, engage, and enlighten customers.

Customer Experience Design 208

Customer Experience Design Customer Experience Customer Journeys Touchpoint 208

ShepHyken

MAY 24, 2021

Each week I read a number of customer service and customer experience articles from various resources. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World by Kim Campbell.

Customer Service 152

Customer Service Customer Retention Loyalty Retail 152

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. It’s not enough to say it – how is your brand living it?

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Customers are enjoying self-service options, so give them what they want. Follow on Twitter: @Hyken.

Customer Service 152

Customer Service Net Promoter Score Self Service Knowledge Base 152

Comm100

FEBRUARY 6, 2023

Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it. It also allows you to create a more customer-focused experience. To humanize your digital customer experience, you need to map your client’s journey.

Financial 191

Financial Trends Self Service Customer Experience 191

Magellan Solutions

MARCH 19, 2024

Content moderation addresses this challenge by protecting your brand’s reputation and creating a welcoming environment for your audience. Discover how to implement fair and effective content moderation strategies that protect your brand’s reputation. What is Social Media Content Moderation?

Social Media 52

Social Media Marketing Guidelines Advertising 52

Experience Investigators by 360Connext

JULY 28, 2020

.” CX leaders need to set themselves up for success, and that means understanding, defining and living the commitments it takes to create a Customer Experience Habit at their organizations. Not just for a program, but as part of their brand DNA. Customer Experience Strategy Depends on the Right Mindset, Vision and Plan.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Horizon CX

MAY 19, 2023

Insufficient Resources and Capability: Transformation initiatives often require significant resources, including financial investment, technology, and talent. Organizations may struggle to allocate the necessary resources and build the required capabilities to support the transformation efforts.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

ClearAction

FEBRUARY 13, 2023

This is how both luxury and discount brands can have raving fans. Leading customer experience excellence means driving a 1-to-1 ratio between what’s expected versus what’s experienced. The closer you get to this ratio, the more magnetic your brand becomes for customers, employees, and investors.

Sports 71

Sports Customer Experience Handbook Case Study 71

CloudCherry

SEPTEMBER 19, 2018

With so many channels available, customers can share their feedback with just a click of a button, shaping a person’s perception of your company before they get to buy your product or interact with your team. It’s tempting to jump right into investing time and resources on metrics that seem to be moving the needle. Increased sales.

ROI 256

ROI Financial CEM Metrics 256

SmartKarrot

SEPTEMBER 21, 2020

Given the choices that customers have in today’s SaaS industry, customer focus has become indispensable for a SaaS company. Gone are the days when you could anticipate customer needs and produce your offerings to succeed in the market. Customer focus service can be a competitive advantage if you have the right mindset.

Customer Focused 10

Customer Focused Culture Net Promoter Score ROI 10

ShepHyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. My Comment: I love learning from major brands (like Walmart and McDonald’s).

Customer Service 64

Customer Service Loyalty Programs e-support Loyalty 64

Beyond Philosophy

NOVEMBER 30, 2023

Don’t Forget the Critical Role Human Resources Plays Human Resources (HR) significantly influences your efforts to have the whole organization embrace the customer. Also, we found that customers who complained the most and, as a result, were allocated more resources were also unprofitable. NICE Systems, Inc.,

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

Gainsight

JANUARY 18, 2024

With a top-level CX strategy, the entire customer journey becomes distinctly you—distinctly your brand. According to Hubspot ,”Customer experience is the impression your customers have of your brand as a whole throughout all aspects of the buyer’s journey. ” What’s Customer Experience (CX)?

Touchpoint 52

Touchpoint Advertising Study Customer Journeys 52

ShepHyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. 3 Projects to Help You Deliver Good Customer Service Daily (+ Resources) by Laura Krajewski. Follow on Twitter: @Hyken.

Customer Service 124

Customer Service Self Service Retail Entertainment 124

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. My Comment: In my newest book, I’ll Be Back , I cover the difference between a repeat customer and a loyal customer.

Customer Service 148

Customer Service B2C B2B Customer Retention 148

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. by Janelle Estes.

Customer Service 123

Customer Service Customer Service Training Policies Loyalty 123

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. It includes strategies, tactics, research findings, and more that back up the importance of having a powerful customer-centric strategy. The exchange is straightforward: customers get benefits; the brand gets loyal customers.

Customer Service 58

Customer Service Customer Centricity Loyalty Programs Culture 58

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. Loyal customers are more valuable to your brand.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

ShepHyken

MAY 17, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to handle customer complaints? Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically. 6 tips you must know by Alibaba.com.

Customer Service 78

Customer Service Customer Retention Tips Brands 78

Kustomer

NOVEMBER 1, 2021

Check out our favorite customer service podcasts, or keep reading for some entertaining podcast history. Since formally hitting the scene in 2004, the podcast space has become an exciting resource and touchstone for business information and trends. She has also authored two books on customer experience. The Power of the Podcast.

Customer Service 98

Customer Service Entertainment Trends Social Media 98

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. Lego Customers Lose Millions of Pieces a Year. My Comment: I love great examples of customer service, and this is exactly that. Lego is an internationally recognized brand – and a fun brand.

Customer Service 71

Customer Service Metrics Social Media Retail 71

ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 130

Customer Service Effort Score e-support Chatbots 130

Blake Morgan

FEBRUARY 27, 2023

As the bridal world evolves, industry leader David’s Bridal knew it needed to transform to meet customers where they were. Chief Merchandising Officer Nancy Viall put it this way : “A key focus for us this year has been on reimagining our brand architecture and exploring niche opportunities to expand our product offering to our customers.”

Social Media 59

Social Media Contact Center Meeting Customers 59

ShepHyken

JUNE 14, 2021

Each week I read many customer service and customer experience articles from various resources. Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. Why Brands Must Embrace Personalization Before It’s Too Late by Katrina Wong. Forget Brand Loyalty. Go for brand intimacy.

Customer Service 92

Customer Service Retail Loyalty Study 92

SurveySparrow

DECEMBER 8, 2023

It’s a prospective customer demonstrating initial curiosity about your products or services. This interest may manifest through signing up for a newsletter, downloading a resource, or engaging with your content. Inbound lead generation is customer-centric. It continues into customer delight.

Social Media 52

Social Media eBook Survey Customer Centricity 52