Beyond Philosophy

DECEMBER 8, 2014

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ The way we did business years ago with a small base of customers was one-on-one, face-to-face, and we knew them intimately. “The Communicate Often and Clearly.

Case Study 142

Case Study Employee Engagement Study Engagement 142

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Why is B2B CX Important?

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

SurveySensum

JULY 11, 2023

This delightful experience, my friend, is what we call customer experience (CX). Before we move ahead, let’s understand – What is customer experience? Customer Experience is the overall impression a brand creates in the minds and hearts of its customers. This makes you a loyal customer.

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

CustomerSuccessBox

AUGUST 22, 2021

Customer experience management (CXM) deals with customer interactions through physical and digital touchpoints. This also involves delivering personalized experiences that drive brand loyalty and increase revenue. Customer experience management oversees customer interactions.

Customer Experience 52

Customer Experience Management How To Touchpoint 52

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. One of the businesses was transactional and the other was subscription based. Customer Satisfaction results in a higher share price. So, the debate continues.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

ClearAction

FEBRUARY 4, 2020

Growth Through Customer Experience Momentum Lynn Hunsaker. Customer experience momentum foreshadows growth. As customers are the source of budgets, salaries and dividends, their predisposition toward your brand is a precursor to progress in profits and top-line proceeds. Operationalize Customer Experience.

Customer Experience 62

Customer Experience Metrics Analysis Insurance 62

Comm100

MARCH 2, 2022

The value of excellent customer experience (CX) is no secret, nor are the aspects needed to deliver it – and yet many organizations are struggling to deliver on consumer CX expectations. An Intentional Experience by Design. There are three distinct approaches for a customer experience management program.

Customer Expectations 130

Customer Expectations Net Promoter Score Effort Score Policies 130

BirdEye

MARCH 6, 2023

Digital customer experience has become one of the most critical factors in building a successful business. With the majority of customer interactions happening online, local brands and businesses must ensure that their digital presence is up-to-date, easily accessible, and user-friendly.

Healthcare 98

Healthcare Automotive Hospitality Social Media 98

ClearAction

DECEMBER 31, 2016

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Let’s take a look at 5 ways to accelerate results that your customers and investors will both reward: Customer Service — resolve to prevent recurrence of issues.

Customer Experience 81

Customer Experience Customer Journeys Roadmap Customers 81

ClearAction

DECEMBER 31, 2017

What is Customer Experience Value Creation? Customer experience value is seldom quantified from the customer’s viewpoint. We explore it through customer journey mapping, customer advisory boards, surveys, user experience testing, and so forth. Customers hold the purse strings.

Customer Experience 73

Customer Experience Customer Journeys Innovation Policies 73

SurveySensum

DECEMBER 16, 2019

Indonesian Customer Experience Trends to watch for in 2020. Today, customer experience is perhaps the most important aspect for any business to succeed. It was not too long ago when businesses claimed that the key to winning customers is in the product or service they deliver. But, today things have changed.

Trends 52

Trends Customer Experience Loyalty Programs Touchpoint 52

Bob Hayes

NOVEMBER 5, 2017

A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. To see the results regarding all 25 customer analytics practices, you can download the entire report for free here.

Competitive Advantage 101

Competitive Advantage Data Customer Experience Analytics 101

Bob Hayes

NOVEMBER 5, 2017

A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. To see the results regarding all 25 customer analytics practices, you can download the entire report for free here.

Competitive Advantage 94

Competitive Advantage Data Customer Experience Analytics 94

Beyond Philosophy

JULY 18, 2020

This episode of The Intuitive Customer is a conversation with Bikram Ghosh, associate professor of marketing at the Eller College of Management at the University of Arizona, Tucson about AI in business today and what is possible for your business processes. Ghosh studies AI and its overlap with behavioral economics.

Groups 114

Groups Social Media Analysis Study 114

SurveySensum

SEPTEMBER 14, 2020

Digital customer experience is the new battleground. . The companies that are winning the digitalization race are acquiring more customers and making more money! Customer behavior has changed due to the pandemic. Digital has become the new channel of interaction amongst the customers. .

Customer Experience 59

Customer Experience Social Media Multi-Channel Chatbots 59

Feedbackly

SEPTEMBER 26, 2018

Customer experience is a term that has been added to the public lexicon steadily over the past 15 years, and is more quickly becoming a staple for new and established companies looking for ways to gain a competitive advantage in their respective markets. Popularity of Customer Experience. For good reason too.

Customer Experience 56

Customer Experience Social Media Feedback Customers 56

ProProfs Chat

MAY 6, 2020

Did you know that 67% of people worldwide believe that customer service as a whole is improving? One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! Prompts them to share their awesome experience with your brand on public platforms.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

SurveySensum

JUNE 25, 2019

Experience management trends keep changing but gaining customer loyalty and acquisition have been the key focus areas for the restaurant industry. Offering exceptional guest experience is on the priority list for successful restaurants or hotels. And the answer is simple – by offering what customers expect.

Guest Experience 75

Guest Experience Management Hotels Return on Investment 75

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). And as businesses deliver more creative and engaging experiences, forming impactful customer relationships becomes more difficult. So how can brands keep up with the change? Dismissing the Human Factor.

Trends 53

Trends Customer Experience Comparison Loyalty 53

Bob Hayes

AUGUST 15, 2016

Customer Experience Leaders Outperform Customer Experience Laggards. Adoption of customer experience (CX) best practices plays a significant role in the success of any company. In this post, I present specific customer experience management (CEM) business practices that are linked to high customer loyalty.

Loyalty 40

Loyalty CEM Customer Experience Social Media 40

ClearAction

NOVEMBER 7, 2017

B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views Lynn Hunsaker. Picture this: in deciding whether to rebuy from your company, the customer’s general manager and purchasing agent are neutral, the end-users are supportive, the safety department gives their approval, but the facilities manager rejects it.

B2B 109

B2B Customer Journeys Study Customers 109

CloudCherry

DECEMBER 1, 2018

Businesses collect and store a lot of customer data during normal operations, but it’s stored across multiple teams, systems, and servers. Customer support has years of customer conversations stored in their help desk. Marketing collects customer engagement data in various operational platforms. Put the survey down.

CEM 186

CEM CRM ROI Survey 186

BirdEye

SEPTEMBER 29, 2023

Knowing your customers is an integral part of your business’s success. It helps you define brand strategies , choose product development tools, and find the proper channels for your sales team to engage with your customers. You may also know them as customer, audience, or marketing personas.

How To 109

How To Insurance Social Media Multi-Channel 109

CloudCherry

NOVEMBER 13, 2018

Businesses collect and store a lot of customer data during normal operations, but it’s stored across multiple teams, systems, and servers. Customer support has years of customer conversations stored in their help desk. Marketing collects customer engagement data in various operational platforms. Put the survey down.

CEM 170

CEM CRM ROI Survey 170

BirdEye

JUNE 22, 2023

Your business wouldn’t exist if it weren’t for your customers. But not all customers are the same. Each customer you target comes with unique temperaments, making a one-size-fits-all approach ineffective. And that is why it is important to understand the different types of customers before designing a marketing strategy.

Case Study 98

Case Study Social Media Loyalty Brands 98

BirdEye

FEBRUARY 19, 2021

Studies show that 89% of customers want to be able to message businesses. Simply put, Google’s click-to-message allows customers to contact businesses via text on both Google Ads and Google My Business. Click-to-message gives customers the ability to start a text conversation instantly. Tips for texting your customers.

How To 93

How To Tips Feedback Study 93

BirdEye

MAY 7, 2021

The penetration of mobile devices has big implications — it’s reinvented the way that customers communicate with each other, the way they communicate with businesses, and the way they discover new products and services. In addition, customers aren’t satisfied as they once were with more traditional modes of communication like email.

Strategy 98

Strategy Marketing Touchpoint Tips 98

BirdEye

NOVEMBER 15, 2023

Online reviews have the power to transform customer perceptions on a massive scale. The more robust your profile, the more it builds familiarity and trust for prospective customers finding you on Google. Once your profile is ready, encourage your customers to leave reviews there. → Read the full case study here.

Retail 109

Retail Brands Consumers Case Study 109

PeopleMetrics

JUNE 16, 2016

As a customer experience company, we field a lot of questions from prospects about customer feedback. Here's the thing: If you’re not acting on customer feedback, then there’s not much reason in collecting it. Here's the thing: If you’re not acting on customer feedback, then there’s not much reason in collecting it.

Customer Experience 48

Customer Experience Banking Feedback Retail 48

BirdEye

MAY 22, 2023

Your happy customers and loyal fans are a great source of new leads. Consider using a customer referral program template to boost your company’s word-of-mouth advertising and make the most of every positive customer experience. Researchers looked at 10,000 bank customers. What is a referral program template?

Examples 96

Examples Strategy Social Media Advertising 96

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

ClearAction

JANUARY 12, 2022

Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series. Modern corporate governance replaces shareholder primacy with balanced attention among five vital stakeholders: customers, employees, suppliers, communities and shareholders.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

BirdEye

AUGUST 3, 2023

Imagine a world where every customer leaves your store, feeling satisfied and eager to return. However, it’s not just about wishful thinking; it’s about understanding the key metric to make this dream a reality – the customer satisfaction score (CSAT). Table of contents What is the customer satisfaction score?

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Effort Score 98

BirdEye

SEPTEMBER 8, 2023

Reputation management manages the online reviews, addresses negative comments promptly, promotes positive content and ensures that the firm’s online presence aligns with its brand values and compliance requirements. Customer retention Retaining customers is as important as acquiring new ones.

Financial 104

Financial Tips Management Social Media 104

LiveChat

JANUARY 10, 2018

According to a Monetate study, less than three percent of eCommerce visitors add a product to the cart while shopping online. The actual number of paying customers is much lower. The customer could, for instance, feel deceived when the store adds shipping charges in the checkout page. ECommerce can be a tough nut to crack.

Ecommerce 31

Ecommerce Customer Experience Policies Study 31

BirdEye

NOVEMBER 12, 2021

Amidst the complex world of digital marketing, it can be easy to forget the old tried-and-true way of getting new customers: word-of-mouth. The fact is, referral marketing remains one of the most effective customer acquisition tactics. Remind yourself that the worst that can happen is the customer says no. Go digital.

How To 98

How To Net Promoter Score Social Media Advertising 98

BirdEye

MAY 13, 2024

These tools can provide insights into the target audience’s unique characteristics, interests, customer journey, specific behaviors, overall demographics, and psychology. Develop accurate buyer personas With audience insights tools, you can uncover detailed information about your customers.

Tools 62

Tools Social Media Multi-Channel Advertising 62