InMoment XI

OCTOBER 20, 2022

After nine EMEA customer experience experts, 200+ delegates, eight workshops, and hours of fun and networking at the colourful evening reception, it’s safe to say the XI Forum Europe was a success! Customer experience started out in the golden age of advertising, market research, and understanding consumers.

Customer Experience 529

Customer Experience Customer Journeys Effort Score Culture 529

Helen Dewdney

MARCH 29, 2022

What is a consumer champion? A “consumer champion” is the name given to an individual or organisation that speaks up for consumers and their rights. But how do you see a consumer champion? An advocate for the consumer? Some businesses do see the advantages of working with a consumer champion. A campaigner?

Consumers 59

Consumers Government Consulting Policies 59

Kerry Bodine

JUNE 14, 2018

Imagine you’re in the midst of a journey mapping workshop and your customers are bombarding you—in a good way—with insights about their needs and expectations. You’ll make the most of precious workshop time if the flow of information is primarily from customers to you. Here’s why: It wastes time. Try: Tell me more!

Customer Insights 220

Customer Insights Customer Journeys Customers Feedback 220

InMoment XI

JUNE 21, 2022

After 14 customer experience speakers, 250 delegates, two hands-on workshops, and hours of networking on the Sydney Harbour cruise, the 2022 Sydney XI Forum is done and dusted. CX started out in the golden age of advertising, market research, and understanding consumers. Add branding, colours, and themes to make it visually appealing.

Customer Experience 260

Customer Experience Feedback Advertising Survey 260

Heart of the Customer

SEPTEMBER 25, 2014

Kelly recently ran a journey mapping workshop that serves as a great case study for how customer experience tools can be used for internal clients as well as external. Some organizations use customer research, while others use workshops to help employees try on their customer’s shoes. But one particular activity of hers caught my ear.

Customer Journeys 88

Customer Journeys Case Study Government Study 88

ShepHyken

APRIL 14, 2024

Balancing Customer Loyalty in an Age of Growing Business Costs by Tom Behnke (Retail TouchPoints) Consumers again and again have propped up the economy, fueling consistently strong growth in ecommerce and giving the retail industry an important edge in otherwise dark times. My Comment: As costs go up, we must charge customers.

Net Promoter Score 71

Net Promoter Score Loyalty Programs Customer Service Ecommerce 71

Helen Dewdney

JANUARY 22, 2023

Jodie Clough talks slow and sustainable living on The Complaining Cow Consumer Show Jodie is the founder of Between Green Boxes , a monthly eco friendly subscription box service in the UK. She runs workshops making cleaning products with people who have dementia and attending local schools with activities. Then please let me know.

Social Media 70

Social Media Consumers Tips How To 70

ShepHyken

MARCH 31, 2024

According to our customer experience research , only 18% of consumers in the US believe the government delivers great customer service. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. My Comment: Kudos to the government!

Customer Service 80

Customer Service Government B2B B2C 80

ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. You’ll have to read the article to find out more.

Customer Service 58

Customer Service B2C B2B Travel 58

ShepHyken

JANUARY 14, 2024

Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions.

Customer Service 56

Customer Service Retail Consumers Metrics 56

ShepHyken

JUNE 6, 2023

As consumers, we must be careful and understand the difference between what is truly free and what is perceived as free. Somebody is paying for it, and it’s usually the consumer. And when consumers pay a fee to do business with a company, they typically want to take advantage of the perks the company offers.

Video 84

Video Advertising Customer Service Training Consumers 84

ShepHyken

JANUARY 14, 2024

Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions.

Customer Service 55

Customer Service Retail Consumers Metrics 55

Strativity

MARCH 7, 2023

As ChatGPT remains in the zeitgeist as ghost writer , exam taker , and creative director , it’s important for brands to acknowledge this wholly new consumer interaction point. With the growth of Al, consumers may discover and interact with a brand’s personality in ways marketing teams will no longer control.

Brands 98

Brands Analytics Consumers Technology 98

ShepHyken

APRIL 1, 2024

According to our customer experience research , only 18% of consumers in the US believe the government delivers great customer service. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. My Comment: Kudos to the government! Connect with Shep on LinkedIn.

Customer Service 76

Customer Service Government B2B B2C 76

ShepHyken

FEBRUARY 4, 2024

Our customer service research finds that in 2024, the average consumer will give a company or brand two chances to make amends for a bad experience before moving on. Buyers/procurement professionals are still consumers at some level. My Comment: Read the title again! There’s not a lot of difference. Connect with Shep on LinkedIn.

Customer Service 60

Customer Service B2B Loyalty B2C 60

ShepHyken

JANUARY 3, 2024

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. This is especially important to the Gen-Z and Millennial generations. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Trends 92

Trends Customer Service Customer Service Training Customer Retention 92

C3Centricity

OCTOBER 16, 2019

I’ve just returned from running a two-day workshop in Japan. The topic was “Insight into Action with Impact” One of the things that I loved about the workshop was that marketing was invited too. It must become a daily habit, so you are seen as the true voice of the customer / consumer internally.

Marketing 120

Marketing Customer Centricity Consumers Groups 120

ShepHyken

MARCH 18, 2024

New research from the Kearney Consumer Institute (KCI) indicates that there are clear distinctions between loyal customers and brand superfans, which creates even more opportunity for brands to build and nurture shopper relationships — and influence buying behaviors. Connect with Shep on LinkedIn.

Customer Service 78

Customer Service Government Employee Experience Video 78

AWS Machine Learning

FEBRUARY 13, 2024

Teams can discover and directly consume features created by others instead of duplicating them in each account. Delineating producers from consumers in cross-account feature stores In the realm of machine learning, the feature store acts as a crucial bridge, connecting those who supply data with those who harness it.

Groups 111

Groups Government Resources Consumers 111

Comm100

JUNE 27, 2023

By offering a range of support options, such as group therapy, workshops, online resources, and self-help tools, counseling teams can meet the diverse needs of students and reduce the burden on individual counselors. While in-person support is crucial for many, not every student requires long-term individual therapy.

How To 130

How To Wait Times Resources Chatbots 130

ShepHyken

MARCH 10, 2024

But brands in touch with consumer realities are also waking up to the power of “customer empowerment” as a lever for their CX strategy. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Self Service 76

Self Service Customer Service Airlines Touchpoint 76

Lumoa

APRIL 17, 2018

Afterwards, they automatically sent a notification to update the software to every consumer that complained about performance and hadn’t updated the software. Customer feedback was brought up at service design workshops as well as board meetings. Everyone’s happy and the sales of the new device went up.

Feedback 295

Feedback Software Healthcare Training 295

Kerry Bodine

JANUARY 10, 2020

I was talking recently with the head of marketing at large consumer products company. Or, if you’re holding a customer workshop, train your employees to act as small-group facilitators so they can lead conversations with customers themselves. Bottom of the hourglass: Analysis & Socialization.

Customer Journeys 177

Customer Journeys Sports How To Groups 177

ShepHyken

JANUARY 21, 2024

The 2024 Marigold Global Consumer Trends Index Report provides insights into consumer preferences that drive marketing decisions and explores the influence of brand relationships. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 58

Customer Service Self Service Trends Loyalty Programs 58

Lumoa

JULY 17, 2023

There are many studies that highlight consumers’ rising expectations regarding service quality. Moreover, the same source says that 56% of consumers anticipate entirely personalized offers. Companies must be able to adapt to a dynamic market environment in order to stay competitive and retain customers. But that’s not all.

Customer Experience 208

Customer Experience Strategy Self Service Chatbots 208

Comm100

JUNE 6, 2023

Colleges should promote mental health awareness on campus by organizing workshops, seminars, and campaigns to educate students, faculty, and staff about mental health issues, their signs, and the resources that are available to them should they need it.

How To 130

How To Resources Training Meeting 130

Helen Dewdney

NOVEMBER 22, 2022

Jo runs highly successful parenting workshops, courses offers insightful 1-2-1 coaching, and retreats for parents to help navigate through the world of parenting and create a harmonious home life based on positive parenting strategies. . East London Radio The Complaining Cow Consumer Show. Then please let me know. Use the code ELRCOW.

Strategy 59

Strategy Consumers Communication Course 59

ShepHyken

OCTOBER 9, 2023

5 Elements to Maintaining Consumer Trust in Today’s Experience Economy by Barbara Holzapfel (Fast Company) Earning customer trust does not require a complex strategy, but it needs a thorough understanding of the customer and a strong desire to deliver truly differentiated and empathetic experiences. Connect with Shep on LinkedIn.

Customer Service 62

Customer Service Airlines Consumers Video 62

Kerry Bodine

JANUARY 10, 2020

I was talking recently with the head of marketing at large consumer products company. Or, if you’re holding a customer workshop, train your employees to act as small-group facilitators so they can lead conversations with customers themselves. Bottom of the hourglass: Analysis & Socialization.

Customer Journeys 156

Customer Journeys Sports How To Groups 156

Kerry Bodine

JANUARY 10, 2020

I was talking recently with the head of marketing at large consumer products company. Or, if you’re holding a customer workshop, train your employees to act as small-group facilitators so they can lead conversations with customers themselves. Bottom of the hourglass: Analysis & Socialization.

Customer Journeys 156

Customer Journeys Sports How To Groups 156

ShepHyken

MARCH 25, 2024

How to Leverage AI for a Better Customer Experience by Hasan Saleem (FastCompany) The intersection of AI and customer experience has paved the way for innovative, efficient, and personalized interactions between businesses and consumers. The stakes are high and the opportunities are endless. Connect with Shep on LinkedIn.

Loyalty Programs 76

Loyalty Programs Hotels Customer Service Hospitality 76

Helen Dewdney

SEPTEMBER 4, 2018

As the blog developed and included more stories of complaints gaining redress and consumer advice, Tesco appeared more and more often. Consumer law change. The Consumer Protection Regulations 2014 prohibit any additional payments which appear as a default option. This was down to various feedback, including Helen’s.

Case Study 60

Case Study Consumers Study Social Media 60

ShepHyken

FEBRUARY 12, 2024

My Comment: Gen Z will become the most powerful force of consumers in the next few years. Why Hyper Personalization Should Be Part of Your Marketing Strategy by Erwin Busselot (Label & Narrow Web) Consumers today are increasingly engaging with brands that deliver tailored services, offers and communications.

Self Service 65

Self Service Customer Service Social Media Ecommerce 65

ShepHyken

SEPTEMBER 10, 2023

How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. According to McKinsey, these are today’s ‘Zero Consumers.’ These are what McKinsey refers to as the “Zero Consumer.”

Customer Service 78

Customer Service Loyalty Programs Retail Loyalty 78

SurveySensum

JULY 4, 2022

There are many stages in the journey of the consumer who wants to buy a car. Now the question is – how are you helping the consumers buy the car they want! At this touchpoint, the consumer gets acquainted with the new car launch via social media, newspaper, advertisements, etc., Are you there where your customers are?

Automotive 52

Automotive Customer Journeys Survey Touchpoint 52

Forrester's Customer Insights

MARCH 19, 2018

I sat as a silent observer at an internal marketing workshop of a multi-billion-dollar consumer brand. WHAT DO EMOTIONS HAVE TO DO WITH BRANDING STRATEGY? They spoke for three hours about being customer-obsessed. They never spoke about the customer. That’s the old way of marketing.

Consumers 31

Consumers Brands Marketing Strategy 31

ShepHyken

AUGUST 22, 2023

We interviewed more than 1,000 consumers for our CX research , and 71% said a personalized experience is important to them. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Customer Service Training 62

Customer Service Training Customer Service Connections Sales 62