GetFeedback

JULY 19, 2019

It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. And guess what?

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

CX Journey

MARCH 13, 2018

It’s not because business leaders fail to recognize the importance of their customers; at least, they give customers lip service: more than 95% of management teams Bain surveyed claim to be customer focused. Their findings still show a disconnect between customer expectations and companies' beliefs.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

Horizon CX

DECEMBER 1, 2023

The company has consistently introduced innovative products, such as the iPhone, iPad, and MacBook, that not only meet but often exceed customer expectations. Apple’s focus on user experience and design speaks to its understanding of the perceived needs of tech-savvy consumers.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

ReviewTrackers

AUGUST 24, 2020

There is a vital shift happening in the business world: a growing class of savvy, empowered consumers are demanding more options, fairer prices, and better interactions across the entire customer journey. As a result, businesses across a wide range of industries are being compelled to adopt a more customer-centric approach.

Customer Experience 124

Customer Experience Multi-Channel Social Media Touchpoint 124

CX Journey

DECEMBER 13, 2017

In this webinar, I share the five steps you must take in order to drive action with the vast quantities of data available today - for the developers and the analysts who build dashboards and reports that customer experience professionals use to understand the customer and her experience in order to design and deliver a better experience.

Data 112

Data Customer Experience Professionals ROI Analytics 112

Kustomer

JANUARY 29, 2020

Placing the customer at the center of any organization has never been more important. Competition is high and customer patience is low, and according to a recent Kustomer survey, 78% of consumers would not shop with a retailer again after a bad customer service experience. What better way to start the year?

Exceptional Customer Service 52

Exceptional Customer Service Customer Service Chief Customer Officer Omni-Channel 52

Kustomer

JANUARY 29, 2020

Placing the customer at the center of any organization has never been more important. Competition is high and customer patience is low, and according to a recent Kustomer survey, 78% of consumers would not shop with a retailer again after a bad customer service experience. What better way to start the year?

Exceptional Customer Service 52

Exceptional Customer Service Customer Service Chief Customer Officer Omni-Channel 52

Oracle

DECEMBER 27, 2018

Whether you’re focused on building stronger relationships with existing customers or attracting new prospects, brands are taking their CX strategies, technology, and approaches to the next level. Here are 5 customer experience trends that shaped the last year. Cloud technologies powered a better customer experience.

Trends 88

Trends Customer Experience Retail Conference 88

ijgolding

MAY 25, 2015

The research examines how, why and when customer experience (CX) failures happen, the implications for brands and how they can win back a customer should a failure occur. The power of memories – the research demonstrates that the EMOTIONAL component that is a part of all experiences is incredibly powerful.

Customer Experience 120

Customer Experience Customer Centricity Customer Experience Professionals Customers 120

ijgolding

FEBRUARY 12, 2018

According to a study by Gallup, “only half of customers believe that the companies they do business with always deliver on what they promise”. And this implies the allocation of the right investment to these customer experience initiatives, before millions are spent on marketing and media.

Strategy 132

Strategy Customer Experience Advertising Competitive Advantage 132

Experience Investigators by 360Connext

JUNE 1, 2017

It’s only been in the last decade that we’ve seen any companies take the time to proactively think about a customer’s journey, and only within the last 5 years or so we’ve seen a steady expansion of those with “experience” or “customer” in their titles at the upper tiers of management.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

InteractionMetrics

JUNE 19, 2023

In contrast, companies with an appointed CX director aim to improve customer relationships at all touchpoints — packaging, store layout, customer service, onboarding, repairs, billing, product returns, and more — not just the products and websites. i] In this way, having a customer experience czar makes a whole lot of sense.

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52

ijgolding

DECEMBER 19, 2016

Two days ago, my wife was asked to participate in a Sky customer feedback survey. We have actually been customers of Sky for over 15 years – one would think that makes us ‘valuable’ customers. So, let me get back to the story of the survey request. Sadly, I am not alone. There was no call back.

Feedback 120

Feedback Examples Survey Customers 120

ShepHyken

FEBRUARY 26, 2023

Customer Retention Strategies for Driving Loyalty in Uncertain Times by Rich Hein (CMSWire) One thing all businesses can bank on in the future is that things will be more uncertain and unpredictable than ever before. My Comment: I’m often asked how to deliver customer service in challenging times. This article has three more reasons.

Customer Service 62

Customer Service Call Center Ecommerce Call Center Experience 62

Customer Bliss

OCTOBER 31, 2017

Key Takeaways + Strategic Grassroots Planning (30 days, 90 days, and long-term planning): Anne credits The Truth About Customer Experience from the Harvard Business Review as a source that was instrumental during the initial stages of her planning. Internally: We held client working sessions and client experience 101 training.

Customer Experience 0

Customer Experience Chief Customer Officer Analysis Communication 0

SurveySensum

JULY 9, 2021

But, the most important question is, ‘Do they really know their customers?’. Did you know that 81% of consumers said they’d only buy from the brands they trust? . Customers buy from companies they trust and connect with emotionally. Why is it important for CX Professionals to be empathetic? Or did they even try?

Social Media 98

Social Media ROI NPS Loyalty 98

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Let’s find out what the field professionals actually experience. Organizations will want quantitative justification of their investment in great customer service.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Maru/HUB

JULY 9, 2018

Amazon has retained its place as the top UK organisation for customer satisfaction while Iceland has taken top place among food retailers for the first time, according to a survey. The top spot when to US tech giant Amazon for the sixth consecutive time in the biannual survey with a score if 86.7

Brands 49

Brands Customer Service Insurance Banking 49

Alida

AUGUST 8, 2016

In my upcoming presentations at the 2016 Customer Intelligence Summit in Chicago and London , I’ll be sharing actionable tactics on how to thrive as a modern market researcher. Consumers have a world of information and opportunity at their fingertips and companies are rushing to fill the void. Be an improvement enabler.

Marketing 100

Marketing Customer Centricity Innovation Social Media 100

Tricia Morris

MARCH 14, 2016

. • The probability of selling to an existing customer is up to 14 times higher than the probability of selling to a new customer. Think of the additional customers and lifetime value that could be delivered through a little extra attention to retention. According to a new PwC survey , more than a quarter of U.S.

Chief Customer Officer 40

Chief Customer Officer eBook Poor Customer Service Report 40

Lumoa

DECEMBER 9, 2020

As every customer experience professional knows, surveys represent an invaluable tool for improving the customer experience , by understanding the strong and weak points about your business, and ultimately boosting revenues. Why are multiple choice questions common to use in surveys?

Survey 208

Survey NPS Tips Feedback 208

Clarabridge

OCTOBER 2, 2018

CXPA’s 6 th Annual Worldwide CX Day presents a fantastic opportunity for Clarabridge to celebrate the increasing significance of customer experience for businesses across the globe. A second lesson is that that the voice of the customer is everywhere and focusing on just one source of data is not good enough anymore.

CEM 40

CEM Social Media Analytics Customer Experience Professionals 40

Tricia Morris

JANUARY 25, 2016

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent via phone. Trends to Watch in 2016.

Self Service 40

Self Service Trends Customer Service Chief Customer Officer 40

ShepHyken

OCTOBER 3, 2022

Customer Experience Statistics: 7 Formulas You Need to Know by Brianna Langley. CMSWire) As a customer experience professional, do you have to be a trained statistician?Thankfully, As we all know, statistics play a big role in measuring customer satisfaction and tracking progress over time. Thankfully, no.

Customer Service 14

Customer Service Self Service Retail Telecommunications 14

Alida

SEPTEMBER 22, 2016

Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers. To deliver on what customers are really looking for, companies need to tackle the challenges in quantifying people’s preferences.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Qualtrics

JULY 18, 2019

That’s great, and it’s definitely something you should do to align employees around customers. But closing the loop with customers is different. Closing the loop with customers doesn’t have to be expensive, time-consuming, or hard. Free Customer Satisfaction Survey Template. It’s equally as important.

Feedback 49

Feedback Government Airlines Social Media 49

ShepHyken

JULY 10, 2023

70% of Consumers Are Tired of Tipping and It’s Pushing Your Most Valuable Customers Away: Here’s How to Respond by Molly Burke (Capterra) Capterra’s 2023 survey of over 780 U.S. Consumers are feeling tricked and pressured into tipping. In some cases, it’s negatively impacting the customer experience.

Customer Service 12

Customer Service Tips Social Media Consumers 12

ProProfs Chat

DECEMBER 7, 2018

Your ability to provide an improved experience during a peak season like the yuletide builds your customers’ confidence in your capabilities to deliver quality consistently and that positively impacts customer loyalty and advocacy. Diane Magers CEO, Customer Experience Professionals Association. Tweet this.

Tips 96

Tips Customer Service Self Service Chief Customer Officer 96

Bill Quiseng

MARCH 7, 2016

In 2011, An American Express survey found that Americans tell an average of 9 people about good experiences and 16 people about poor experiences. We have all seen the word “viral” tagged to a personal story about bad customer service more often than a good one. According to J.D.

Social Media 60

Social Media Brands Customer Service B2C 60

Bob Hayes

MARCH 28, 2015

Knowledge of Statistics Needed for Both Analysts and Consumers. They are also for people who consume, interpret and make decisions based the analysis of those data. In a recent study , I found that customer experience professionals had difficulty estimating size of customer segments based on customer survey metrics.

Analytics 40

Analytics Analysis Customer Experience Professionals Data 40

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. We will continue to add both business-to-business and business-to-consumer senior customer experience leaders each week. Fearlessly, with no holds barred. The problem?

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

Steve DiGioia

DECEMBER 5, 2016

When a business enterprise is just beginning, often the only way to compete (or create a market in the case of a new product/service) is through an all-consuming focus on the customer experience. The focus can be on several factors that affect the customer experience, but almost always include quality and service.

Industry 100

Industry Culture Metrics Customer Centricity 100

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. His diversified experience includes significant client-side, consulting-side, and agency-side tenures. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Kustomer

DECEMBER 31, 2020

In doing so, Annette has figured out three of the most impactful methods that make the biggest difference in customer satisfaction. Those three being leadership, assessment, and involvement all help to guide companies to higher NPS scores, better survey results, and long-term customer delight. We had a survey coming in, right?

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. His diversified experience includes significant client-side, consulting-side, and agency-side tenures. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Qualtrics

AUGUST 28, 2019

” The assumption is usually that governments don’t have to care about customers, citizens, and residents because government is a monopoly. Government doesn’t necessarily have the best reputation when compared to consumers’ experiences with private sector organizations. So what’s the use?

Government 20

Government Customer Experience Policies Leadership 20

Thematic

JULY 24, 2023

TL;DR Qualitative data helps you understand people’s behaviors, emotions and experiences while quantitative data provides measurable insights. Qualitative research methods include interviews, focus groups, and surveys with open-ended questions, while quantitative research uses surveys with closed-ended questions.

Data 62

Data Analysis Survey Measurement 62