BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. We know a seamless outsourcing transition is essential for maintaining operational efficiency and customer satisfaction, and you need to go on the transition journey with a team of people you barely know.

Customer Care 177

Customer Care How To Sports Case Study 177

Avaya

JUNE 1, 2017

The sports experience has become a 21st-Century medley of sights, smells, and experiences. Undoubtedly, technology is shaping the modern fan experience. In other words, they want to “be the experience.” The goal is to enhance the fan experience, not distract from it. Did you get what you wanted?

Sports 50

Sports Technology Engagement Wireless 50

Experience Investigators by 360Connext

JUNE 28, 2022

The same could be said about overall company goals, leadership goals, and yes, customer experience goals, too. Regardless of the ups and downs and unique challenges of these last few years, a periodic review is a good exercise for customer experience leaders. What was the top priority for our customer experience goals?

Customer Experience 143

Customer Experience Net Promoter Score Effort Score Exercises 143

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

ShepHyken

APRIL 24, 2023

Top Takeaways: When an organization makes customers feel special by getting something that appears to be hard to get, they endear customers to the company and make them feel connected to the brand. Demand-related scarcity – when customers are excited and want to make sure they can purchase a product before it is gone.

Customer Experience 62

Customer Experience Sports Customer relationships Consumers 62

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Optimove

FEBRUARY 1, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Due to popular demand, Optimove’s much-anticipated Lightning Talks are making a return at ICE 2024 between February 6th and February 8 th ! ” Embracing diverse markets for maximum gains enables a holistic and adaptable approach.

CRM 69

CRM Sports Consulting Data 69

Seaton CX

NOVEMBER 1, 2022

You’ve read a ton of blogs, articles, emails, and corporate-y research reports since you first googled customer experience management back in 1873. And you’ve heard that CX engagement begins with getting buy-in, executive alignment, shared vision, thought alignment, or pick-your-favorite-buzzword-de-jour. “The Congratulations!

Engagement 86

Engagement Average Handle Time ROI Return on Investment 86

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. The types of communication platforms organizations can use. How knowledge transfer and culture can benefit from communication technology. PLAY AND SUBSCRIBE.

Communication 93

Communication Technology Employee Engagement Culture 93

Maru Group

MAY 14, 2020

As nearly every major global sporting event has been canceled or suspended because of the coronavirus, sports fans are having to adapt and find new ways to channel their energy. One thing is clear, when live sports resume, it will bring with it an increasingly tech savvy fan base, eager for inclusion.

Sports 52

Sports Entertainment Video Multi-Channel 52

SurveySensum

JULY 17, 2023

Do you have a favorite brand that you love to shop from even if you have absolutely no shopping requirements but go there just for the experience? I love to browse through the different sections, experience new products, sometimes buy items on display and of course, eat their famous meatballs. Because I love shopping there!

Retail 52

Retail Strategy Customer Experience Sports 52

SurveySensum

JULY 17, 2023

Do you have a favorite brand that you love to shop from even if you have absolutely no shopping requirements but go there just for the experience? I love to browse through the different sections, experience new products, sometimes buy items on display and of course, eat their famous meatballs. Because I love shopping there!

Retail 52

Retail Strategy Customer Experience Sports 52

ClearAction

DECEMBER 16, 2017

What is Customer Experience Collaboration? Imagine your company as a sports team, such as volleyball, soccer, hockey or football: do you truly pull together, have one another’s backs, share opportunities and show your opponents and fans you’re a well-oiled machine? Remember the last complaint you heard from a customer?

Customer Experience 89

Customer Experience Sports Customer Journeys Employee Engagement 89

Experience Investigators by 360Connext

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. A Customer Experience Charter can answer that question. A Customer Experience Charter can answer that question. What is a Customer Experience Charter?

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

transcosmos Information Systems

AUGUST 17, 2017

Gone are the days when offering a telephone customer care service would suffice, as omni-channel has shifted the business paradigm. For this reason, outsourcing companies no longer just offer phone or email customer support. Customer care service can be delivered through social media, mobile apps, messaging platforms, or even SMS.

Omni-Channel 75

Omni-Channel Engagement Customer Experience Social Media 75

Experience Matters

DECEMBER 22, 2014

Hall was extremely passionate about customer experience. His goal: “Treat our fans, employees, and players better than any team in sports.” Hall joined the D-backs in May 2005 as Senior Vice President, Communications, was named president in September 2006 and CEO in January 2009. Fan experience.

Culture 313

Culture Sports Employee Engagement Leadership 313

ProProfs Chat

NOVEMBER 20, 2020

Did you know that engaged employees are 44% more productive as compared to just satisfied workers! Engaged employees are your best assets to grow your business. But, how to measure employee engagement to ensure maximum productivity? But, how to measure employee engagement to ensure maximum productivity?

Employee Engagement 105

Employee Engagement Survey Engagement Effort Score 105

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Gainsight

JANUARY 8, 2021

Recently, Jackie Chevallier, Senior Product Manager for Adobe Audience Manager, and Connor Hatfield, Senior Customer Marketing Adoption Specialist at Adobe, sat with Gainsight’s Harshi Banka, Customer Success Director, Gainsight PX Team. Product adoption and customer success are core pillars of her role.

Sports 52

Sports Effort Score Tips Analytics 52

Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben has over 20 years’ experience in customer service, and is a recognized CX thought leader. Using a process like customer journey mapping, companies can clearly show how every role impacts the end customer.

Industry 100

Industry Customer Experience Customer Journeys Sports 100

Experience Investigators by 360Connext

JULY 26, 2022

Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success. The more we treat CX as a team sport, the more likely it is for us to achieve meaningful outcomes for both our customers and our organizations. Challenge #1.

Customer Journeys 143

Customer Journeys Sports ROI Return on Investment 143

ShepHyken

OCTOBER 27, 2023

She writes about how flexible workspaces revolutionize work, enhancing customer experiences through cost savings, increased productivity, and a dynamic, collaborative environment. Focus on Security and Privacy Security is naturally a top concern for customers using flexible workspaces, and so should it be yours.

Customer Experience 57

Customer Experience Sports Innovation Feedback 57

Education Services Group

DECEMBER 17, 2019

The term ‘buyer persona’ may be everyday nomenclature for marketers and sales professionals, but in some organizations, those on the post-sales side of the business may not realize that understanding and developing buyer personas is not just for marketing and selling, but can also make a dent in your goal of improving customer experience.

Customer Experience 66

Customer Experience Sports Customers Communication 66

Experience Matters

NOVEMBER 24, 2014

I attended last night’s Oklahoma City Thunder game to participate in a ceremony awarding the NBA team’s partners with a CX Innovation Award from the Customer Experience Professionals Association ( CXPA.org ). Actually, the Thunder won the award for its fan experience efforts. with customers? The acronym CLICK! Principles.

Sports 308

Sports Customer Experience Professionals Survey Consulting 308

CSM Magazine

APRIL 17, 2024

Victor Obando, VP of Customer Solutions, ActivTrak Earlier this year the World Bank predicted the global economy would slow for a third straight year in 2024. Tier Your Teams It’s critical to tier your team’s structure based on knowledge, skill and experience. This can help answer questions: Where does overwork exist?

Customer Service 59

Customer Service Sports Banking Analytics 59

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. How can leaders wrap their heads around these overwhelming mandates for customer experience excellence?

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

BirdEye

APRIL 25, 2023

Do you want to reach out and engage with potential customers in your area? Ask for customer reviews 8. Sponsor charities or local sports teams 19. Become active partners in community activities FAQs about how to promote your business locally Conclusion on how to promote your business locally 1. Create a website 2.

Social Media 98

Social Media How To Advertising Sports 98

BlueOcean

DECEMBER 13, 2022

If, for example, you’re a member of Nordstrom’s loyalty program, Nordy Club, you’re among a group of customers who are likely to spend three to five times more than non-members, and are consequently driving two-thirds of Nordstrom’s sales. In fact, 56% of customers are more likely to buy from a brand if they belong to their loyalty program.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business? Think about it.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

ijgolding

SEPTEMBER 15, 2016

This can range from anything between helping you purchase a belt on Topshop to answering a customer service query regarding the location of a parcel. Fashion retailer H&M adds a sales associate into your shopping experience through the use of their own bot. How are these being used in the real world?

Chatbots 0

Chatbots Examples Innovation Customer Experience 0

Help.com

OCTOBER 26, 2015

Brands have been using the latter method to get inside the customer’s head on social media for years. From abstract prompts like “favorite for Coke, retweet for Pepsi”, brands get an insight into customer preferences while stepping up their social engagement metrics. But can you use it to better the customer experience?

Customer Experience 100

Customer Experience How To Sports Social Media 100

Kustomer

JUNE 7, 2023

The time has come for financial services organizations to move from a transactional mindset to an engaging mindset. Customers want to feel financially confident, including having trust in their financial institutions to work in their best interests, and they expect service to be streamlined and personalized. What Is a CX Playbook?

Financial 98

Financial CRM Banking Effort Score 98

Experience Investigators by 360Connext

JUNE 13, 2018

It’s tricky, this human experience of ours. So it’s no wonder we never run out of customer service disasters to talk about! Customer service disasters really come down to one thing: expectations. If you don’t live up to them, you will disappoint a customer. Don’t communicate.

Customer Service 152

Customer Service How To Sports Communication 152

Avaya

OCTOBER 29, 2018

Avaya Engage is now just a few months away and teams across Avaya are working diligently to finalize the program for our many IAUG user group members. It’s a unique opportunity to demonstrate impactful solutions that we’ve developed and implemented with several key customers. For some customers the honest answer must be “no.”

Communication 45

Communication Transportation Sports Healthcare 45

Optimove

MARCH 2, 2023

One major challenge most (if not all) operators face in iGaming is keeping players engaged on their app and site. The idea is to provide each player a personalized experience, like a customized homepage or casino lobby – so they keep returning for more. And getting them to return – too! They allow players to bet on them.

Sports 52

Sports Roadmap Competitive Advantage Effort Score 52

ClearAction

JUNE 8, 2015

Creating World-Class Customer Experience Teams. In sports, a great deal of thought goes into creating winning teams. Choosing the right players, getting everyone on the same page, practicing hand-offs and executing a clever playbook are how winning sports teams are created. The Formation of Customer Experience (CX) Teams.

Customer Experience 48

Customer Experience Sports Guidelines Chief Customer Officer 48

Playvox

JUNE 10, 2022

Agent coaching has long been a method for improving contact center performance and the customer experience. When performed effectively, agent coaching can improve conversion rates, average handle times, first contact resolution, customer satisfaction, customer experience consistency, and other KPIs.

Contact Center 69

Contact Center Tips Sports Average Handle Time 69