Steve DiGioia

AUGUST 5, 2019

That should be the end of the story, but it isn’t. Hi there, We wanted to proactively reach out to you about a bug in our login system that we identified on Friday and resolved over the weekend. Our team has implemented a more secure log-in system which ensures that all account access is private, safe, and secure.

Company 200

Company Social Media System Loyalty 200

Customer Bliss

MAY 22, 2019

But this kind of thing happens in every single one of our industries, because we’re focused on processes that are built for efficiency, and in doing so, we wire the human out of it. 3 Key Actions to Show Up as a Caring Company. So ask yourself: do you show up as a caring company? You know that you wouldn’t.

Company 201

Company Hospitality How To Case Study 201

AskNicely

MAY 29, 2018

AskNicely took home the honor of Emerging Company of the Year at this year’s NZ Hi-Tech Awards held during Tech Week in Christchurch, NZ. The Hi-Tech Awards recognize New Zealand’s most successful technology companies and the individuals behind them, and is one of the most sought-after awards in the tech sector. BOOK A DEMO.

Net Promoter Score 150

Net Promoter Score Company Video Course 150

Magellan Solutions

JANUARY 17, 2024

Finding ways to improve company culture is crucial for success. It impacts everything, from performance to how the company is perceived. Imagine a company where everyone feels valued, listened to, and inspired to contribute. Magellan Solutions offers seven effective approaches to improving company culture.

Culture 52

Culture Company Leadership Training 52

Customer Bliss

DECEMBER 16, 2019

Here’s the lesson I’ve learned: No amount of tactical improvements will elevate your company above all others. The only thing that will do this is to have a vision of how your company will be viewed 20 years or more from now. How does your company behave differently than every other? appeared first on Customer Bliss.

Company 209

Company Strategy Retail System 209

InMoment XI

OCTOBER 5, 2021

In our decades of experience, we’ve been a part of countless CX programs, and the most successful ones go into their efforts with a team-centric mentality. These CX rockstars build cross-functional CX teams that include stakeholders from across the company. Story #1: Harvard Pilgrim Health Care. Story #2: Primark.

Sports 260

Sports Video Retail Analytics 260

InMoment XI

MAY 24, 2022

At the end of the day, we want you to be confident that you gained as much value as possible from the break-out sessions, one-of-a-kind stories, and unique experience programs presented. These are only a few of the reasons that will make XI Forum an unforgettable event, but don’t just take our word for it. Award-Winning Speakers.

Entertainment 493

Entertainment Case Study Conference Leadership 493

InMoment XI

MAY 14, 2022

The customer stories shared at various touch points throughout the customer journey not only capture the thoughts, feelings, and attitudes within each unique experience, but confirm the congruence—or lack thereof—between customer expectations and the reality of the experience delivered. is about so much more than a brilliant piece of jewelry.

Brands 493

Brands Loyalty Retail Competitive Advantage 493

InMoment XI

AUGUST 31, 2023

This year’s event is jam-packed with hands-on demonstrations, workshops, and interactive opportunities to help you extract tangible value from our speakers, as well as gain applicable knowledge for your experience programme. It’s not just the central theme of our upcoming XI Forum in London, but also the driving philosophy at InMoment.

Conference 260

Conference ROI Banking Customer Voice 260

InMoment XI

FEBRUARY 1, 2024

Understanding customer and employee sentiment is more than just a competitive edge—it’s essential, with companies in every industry and sector focusing resources on comprehending it. Spotlight, by InMoment, turns diverse data streams into valuable insights companies can use for their strategy.

Analysis 260

Analysis Analytics Social Media Loyalty 260

Daniel Group

DECEMBER 13, 2023

Customer Experience and Employee Experience — Both Matter in Your Company Customer experience is the word you hear a lot these days. Companies are paying attention more than ever to it. To illustrate, SuperOffice did a study of over 1,200 companies. Great CX does not happen unless your workforce is engaged with the company.

Employee Experience 52

Employee Experience Customer Experience Company Employee Engagement 52

BlueOcean

APRIL 16, 2024

The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020. One Stevie judge commented on Blue Ocean’s nomination story, “I love reading about successes like this, especially with the data to support the claim. This is Blue Ocean’s fourth Stevie Award.

Contact Center 177

Contact Center Sports Effort Score Customer Care 177

Michel Falcon Experience

APRIL 23, 2019

Disclaimer : I love Starbucks but I recognize that we share Starbucks stories, and companies like theirs, frequently. I wanted to start sharing stories from companies you might not be too familiar with to give evidence that regardless of your industry or size of company, you too can become a case study.

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

Customer Bliss

MARCH 8, 2019

FPX, a B2B software company, simplifies buying and selling experiences to align enterprise businesses with the expectations of modern customers. He shares that this was an outdated way of thinking and understands that B2B companies now need to emulate the best B2C practices. B2B companies now need to emulate the best B2C practices.

B2B 137

B2B Software Customer Journeys Company 137

BlueOcean

FEBRUARY 22, 2024

If you’ve taken part in an outsourced customer care procurement process, either as a bidder or as a buyer, we’d lay money on the fact that you’ve got some horror stories to tell. As entertaining as those stories are, green flags are just as important to be aware of. That’s where the magic happens.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

Experience Investigators by 360Connext

OCTOBER 24, 2023

We also turn our spotlight on Lumin Fitness, a pioneering player in the fitness industry that’s breaking boundaries with its AI gyms and virtual trainers. We bring you the intriguing story of VOTO, a company that’s doing just that by combining customer engagement with a social cause.

Retail 270

Retail Connections Innovation Loyalty 270

CSM Magazine

SEPTEMBER 22, 2022

For new and developing companies, reputation is the ultimate goal. New companies can take advantage of these ten detailed tips on how to build brand trust: What Is Brand Trust? Companies are faced with this question, but what is brand trust really? Tell a Product’s Story. Trust is laced in the company’s voice.

Brands 52

Brands Company Social Media Self Service 52

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. But Jose, our lion hero, had a different perspective. Jose’s influence started to spread throughout the whole company.

Customer Experience 101

Customer Experience Customer Centricity Chief Customer Officer Culture 101

Lumoa

FEBRUARY 7, 2023

Headquartered in Finland, Lumoa is the feedback analytics platform that looks at all customer feedback and tells companies what to do next to grow their business. “We Our ability to deliver brilliant customer experiences, consistently and at scale, is what sets Shawbrook apart”, continues Jim Brown. NPS, CSAT, online ratings.

Banking 208

Banking Feedback Management Culture 208

Help Scout

JULY 20, 2021

The core characteristics that make a company customer-oriented add up to the ability to fulfill the ultimate purpose of helping people, regardless of challenges along the way. Being customer-oriented is an approach in which, rather than solving for the business’s needs, the company solves the customer’s problems first.

Examples 145

Examples Company Strategy Effort Score 145

Beyond Philosophy

APRIL 10, 2021

The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. I was neck deep in company politics there, too. It seemed there was a void regarding managing company politics. I have dealt with company politics my entire working life.

Company 78

Company Management Consulting Financial 78

Customer Bliss

AUGUST 10, 2018

In my most recent podcast episode, I interviewed Daniel Coullet and Elizabeth Curtin , CX leaders of the SaaS company, PTC , about the customer room they designed to enhance both employee and customer experience within their organization. Building Our Customer Room. Irvine Company Image from Instagram @workatirvinecompany.

Employee Engagement 111

Employee Engagement Company Chief Customer Officer Engagement 111

Experience Investigators by 360Connext

DECEMBER 15, 2023

Their support will ensure CX initiatives receive the cross-company support and resources they deserve (and need to thrive). There are some common objections that CX leaders will encounter from stakeholders: “Our teams are already too busy to add more to their plate.” “We We don’t have the money to invest in customer experience.”

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Michel Falcon Experience

APRIL 15, 2020

Building a company culture of truth is a key priority for me and something I’m speaking candidly about. This isn’t his entire story but it may give you confidence that he may know a thing or two about building great teams. Why can’t our professional ones be built on the same foundation? This quote summarizes why. “A

Culture 103

Culture Company How To Employee Engagement 103

Kayako

JUNE 21, 2018

It’s one of the hardest, easiest things that a company can do to provide stellar support. While we do have a pretty neat compilation of live chat statistics , no one has all of the answers on what the perfect live chat process for your company looks like. Our live chat tool does this automatically for you. Leaving it unmanned.

Company 120

Company How To Course Tools 120

GetFeedback

JUNE 22, 2019

When you write a story, what is the first thing you should think about? The NPS question starts with, “ How likely are you to recommend our company to a friend or colleague?” When you send a survey, you are trying to become part of your customer’s story. Your audience. ” But it can also be so much more.

NPS 304

NPS Net Promoter Score Survey Effort Score 304

Michel Falcon Experience

APRIL 13, 2023

We have a very special guest in the virtual building, Cameron Herold, to talk about company culture. I first saw company culture be something that was more than just stuff on your wall or in your break room and perks. When did you first learn that company culture could actually drive growth? Hey everyone.

Culture 60

Culture Company ROI Leadership 60

TechSee

OCTOBER 2, 2023

The rare 30-year customer embodies this loyalty, having been part of the company’s successes and growing pains. Her remarkable three-decade commitment to her service provider tells a story of enduring loyalty and trust. Her infectious humor and storytelling are legendary among our colleagues.

Loyalty 124

Loyalty Customer Service Hospitality Customers 124

Comm100

OCTOBER 10, 2022

So let’s jump straight in to our first chatbot example. For the first of our chatbot examples, we’ll look at Tangerine Telecom in Australia. Read the full story: Comm100 Chatbot resolves 91% of assigned live chats for Tangerine. Reducing repetitive work. Staffing has become increasingly difficult in customer service.

Chatbots 202

Chatbots Self Service Examples Industry 202

Kayako

JULY 27, 2017

Using smart data can change other areas of your company. The sales team (and maybe the success team, if you have one at your company) is the only other directly customer-interfacing team. while NPS asks “How likely are you to recommend our product to a friend or colleague?”. 5 Metrics that shape your SaaS customer support model.

Metrics 200

Metrics Company Net Promoter Score NPS 200

Beyond Philosophy

JUNE 15, 2023

It’s interesting how we perceive brands, which are, at their core, a series of legalistic trademarks that companies have. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! We have the same relationships with our brands. Stories are what humans tell each other.

Brands 145

Brands Banking Insurance Conference 145

BlueOcean

APRIL 20, 2023

Amy Bennet (AB): As I do with each of our guests, I want to jump in and learn a little bit about your journey. We had both just sold our businesses and he was looking to retire. Eventually, I took over that aspect of the company and grew into my present role of Chief Operating Officer. I just wanted to do something different.

Contact Center 156

Contact Center Culture Course Training 156

Michel Falcon Experience

MARCH 11, 2023

We say this in our painted picture, our vision for our brands. You have built a company that does hundreds of millions of dollars in revenue. I would way rather watch someone else, a franchise partner of ours, if that’s what they wanted, was go buy a Ferrari. Our head office. You know him.

Culture 60

Culture Company ROI Brands 60

Comm100

DECEMBER 7, 2022

Our first of four chatbot examples comes from Canadian Blood Services (CBS). It was launched so our agents can spend less time on simple queries, and more on the complicated and high-value queries.” – Denny Michaud, Customer Relations Manager, Canadian Blood Services.

Chatbots 192

Chatbots Examples Self Service Customer Satisfaction 192

Gainsight

OCTOBER 10, 2022

For companies who are just getting started, or who are early in their customer success journey, a common challenge is alignment. In the latest session of our popular Customer Success Catapult webinar series , host Tim Van Lew talked through these challenges with Nikki Bishop, Vice President, Customer Success at Seeq.

Customer Success 52

Customer Success Company Metrics Sports 52

Daniel Group

APRIL 18, 2024

Our survey database has well over one million completed B2B customer surveys from customers in material handling, construction equipment, bus and truck, and various other industrial markets. In revisiting our interview history we discovered key metrics. That is a fact of life, no matter how well-run the company.

Communication 98

Communication Strategy NPS Net Promoter Score 98

Customer Bliss

MAY 3, 2018

In today’s episode, I talk to Patricia Pedhom Nono , General Manager, Customer Service & Customer Experience at MTN Cameroon , one of the biggest telecommunications company in Africa. She gathered all of her findings into a presentation that told the story of the customers with the data to back it up. at each interaction.

Telecommunications 149

Telecommunications Company Customer Experience Consulting 149