ChurnZero

FEBRUARY 8, 2022

In the HBR article, “ Ten Reasons People Resist Change ,” Rosabeth Moss Kanter, the Arkbuckle Professor at Harvard Business School and author of the book Think Outside the Building , outlines the most common reasons people fight change. This allows them to be more vulnerable and therefore more open to change. Desire for Control.

Customer Change 98

Customer Change Management How To Customer Success 98

Beyond Philosophy

JANUARY 26, 2018

Colin Shaw and Professor Ryan Hamilton examine the question: Why do customers change their minds? What makes a customer change their minds when they have been so certain the day before? Ryan discusses research by psychologists that give us some clues, and pointers for improving your customer’s experience.

Customer Change 76

Customer Change Customers Customer Experience 76

Blake Morgan

JULY 29, 2023

There’s a strong connection between investing in customer experience and increasing the bottom line. But what happens to CX budgets during economic uncertainty, inflation, and changing customer priorities? By investing in the highest-return customer experience strategies that allow them to spread their money.

Customer Experience 52

Customer Experience How To Contact Center Chatbots 52

CX Journey

JUNE 17, 2019

In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. There’s a New Hire Fail Employees are critical to customer experience transformation success. This just doesn't work.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

Blake Morgan

DECEMBER 15, 2022

Preparing a long-term customer experience strategy requires a strong understanding of how customers are changing. In the future, experience will matter more than product. Customers will have the power to choose the experience they want. Yes, if you are in tune with your customers.

Strategy 64

Strategy Customer Experience How To Brands 64

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 56

Customer Experience Sports Innovation Feedback 56

NICE inContact

MARCH 21, 2018

Customer experience (CX) is now the new way to compete in this experience economy and contact center operations are the real powerhouse to drive exceptional CX, thereby revenue. Here are some of my insights on how the two models can help you deliver exceptional customer experiences. You can now achieve that.

Contact Center 144

Contact Center Customer Experience System Customers 144

CX Journey

JULY 5, 2016

Image courtesy of dizzycage Still trying to show executives how your proposed customer experience improvement initiatives impact the bottom line? As you know by now, I'm no stranger to advocating for - and writing about - ROI and building the business case for you employee and customer experience improvements.

Customer Experience 117

Customer Experience ROI Return on Investment Customer Experience Professionals 117

Bold360

MARCH 15, 2018

When it comes to customer support, self-service is stealing the show. Yet, many companies still make it extremely difficult to solve problems on their own and yet don’t have the resources to take care of every customer request in a timely manner. in customer support is a trend that is here to stay and here’s why. Today’s A.I.

Self Service 69

Self Service Customer Change Chatbots Call Center 69

CX Journey

JUNE 17, 2019

In this follow-up to my recent article titled “ Has Your Customer Experience Transformation Stalled? ” I continue to outline why customer experience transformation efforts stall or slow. There’s a New Hire Fail Employees are critical to customer experience transformation success. This just doesn't work.

Customer Experience 83

Customer Experience Management Culture Customer Centricity 83

Kitewheel

AUGUST 14, 2020

The world has begun to catch on to the importance of great customer experience, and for good reason. Customer experience is the overall impression that consumers have of your brand. Providing a remarkable customer experience is vital to business success. The Importance of Good Customer Experience .

Net Promoter Score 52

Net Promoter Score Customer Experience Effort Score Social Media 52

Wired and Dangerous

JULY 10, 2017

So, what is the DNA of customer experience? What if we assumed there was a component in the service encounter across the customer journey unique to each customer? If we could “crack the customer’s service DNA code” we could fire off a special experience that encouraged the customer to shoot back their loyalty.

Customer Experience 87

Customer Experience Fashion Hotels Connections 87

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). The score is solid. out of 100.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. by Sam Frampton. on 13 May 2019. Sure, it sounds simple.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

ShepHyken

JULY 29, 2016

This week on our Friends on Friday guest blog post my colleague, Ross Clurman, writes about how important it is to personalize the customer service experience. Regardless of the type of business you are in, there is always an opportunity to personalize the customer experience. Maintain an up-to-date customer database.

Omni-Channel 48

Omni-Channel Customer Service Customer Experience Social Media 48

Maru/HUB

JUNE 25, 2018

According to new research from Accenture, UK companies that fail to maintain customer relevance could forfeit over £100 billion in coming years due to new innovative and agile rivals leveraging smart technologies. Collaborating with a diverse array of partners enables companies to quickly create a new type of customer experience and value.

Company 45

Company Customer Experience Study Customer Experience Professionals 45

Customer Alignment

OCTOBER 2, 2017

“ Customer Experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. ” If its value is recognised, why don’t more organisations learn from CX leaders and strive to deliver more consistent, predictable and enhanced experiences for their customers?

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40

Michelli Experience

SEPTEMBER 4, 2018

This the third in what I am planning to be a four-part series on service design, persona-based customer journey mapping, activating customer journey maps, and optimal future experience visioning. The same is true with customer journey maps.

Customer Journeys 220

Customer Journeys Government Touchpoint Tools 220

Eptica

JANUARY 15, 2016

Date: Friday, January 15, 2016 Insurance, the Internet of Things and customer experience. This has dramatically changed how insurers operate , and increased the focus on the customer experience as companies look to engage with consumers and retain their business. Published on: January 15, 2016.

Insurance 48

Insurance Customer Experience Policies CRM 48

Beyond Philosophy

SEPTEMBER 26, 2020

This episode of The Intuitive Customer explores this concept and what you can do about it for your customer experience. Here are a few things to remember about this psychological concept that influences customer behavior: Research shows we choose the same thing in the moment, and more variety for the future.

Customer Journeys 159

Customer Journeys Policies Consulting Customer Experience 159

BirdEye

SEPTEMBER 11, 2023

Onboarding a customer isn’t a lottery won; keeping them satisfied is. A satisfied customer writes you positive reviews, generates repeat purchases, and a scope of referral, which helps you build authority in front of other potential customers. Table of contents How is AI used in customer feedback analysis?

Feedback 107

Feedback Strategy Social Media Analysis 107

Alida

MAY 21, 2020

Amidst the global COVID-19 crisis, financial organizations big and small are struggling to keep up with changing circumstances and are preparing for what comes next.

Financial 246

Financial Survey Customer Change Communication 246

Blake Morgan

JUNE 16, 2023

Every modern customer experience has some aspect of digital engagement. No matter what you’re selling or offering customers, digital is now a requirement, including e-commerce, apps, chatbots, immersive VR and AR, AI automation—the list goes on and on. What does that future digital experience look like? Let’s take a look.

Self Service 59

Self Service Chatbots Contact Center Video 59

Alida

MAY 19, 2020

Amidst the global COVID-19 crisis, organizations big and small are struggling to keep up with changing circumstances and preparing for what comes next.

Survey 243

Survey Customer Change Communication Employee Engagement 243

Qualtrics

JANUARY 10, 2020

Here’s 6 technologies bridging the gaps and helping deliver better customer experiences. The best kind of in-store AR merges the customer’s experience in a location or branch with possibilities that go beyond what is practical in the real world. Augmented Reality (AR). VR (Virtual Reality). Artificial Intelligence (AI).

Self Service 28

Self Service Technology Customer Experience Travel 28

Blake Morgan

OCTOBER 31, 2022

Survey response rates are dropping because customers feel brands don’t care about their opinions. Feedback is crucial, but brands must pay attention to customer data and not waste their time. While customer surveys have increased, customer survey response rates have decreased. If it doesn’t, what metric is right for you?

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

iPerceptions

APRIL 2, 2020

COVID-19 is impacting businesses and customer behavior worldwide. As we all adjust to these unprecedented times, Customer Experience (CX) programs provide a way to help measure, monitor, and address customers' changing needs with both support and compassion.

Measurement 93

Measurement Survey Customer Change Customer Experience 93

Experience Investigators by 360Connext

DECEMBER 8, 2014

Whenever embarking on a customer experience investigation™ , which is what we do to help our clients walk in their customer’s shoes, we discuss why this is so challenging. I get what our customers experience with us.” You know she cares very much about customers. Anything can happen.

Customer Journeys 252

Customer Journeys Social Media Loyalty Consulting 252

CX Journey

JULY 27, 2017

"We've always done it this way" is a culture killer, an innovation killer, and employee experience killer, and a customer experience killer. Companies change. Employees change. Customers change. Customer needs change. For our customers? Companies develop new products and services.

Policies 146

Policies Innovation Video Employee Experience 146

Storyminers

JULY 7, 2020

How do you expect customer expectations to change in 2017? Customers will expect most of their vendors to serve them as well as their favorite vendors do. Prefer the customized recommendations you get from Nordstrom? The more adaptive companies will excel at keeping pace with their customers’ changing needs.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

CX Journey

FEBRUARY 27, 2019

The customer experience is a journey; your transformation work is, too! I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. Customers change.

Metrics 88

Metrics NPS Trends Financial 88

Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. Companies winning in customer experience are led by people obsessed with the customer experience and putting customers first in everything they do.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

CX Journey

FEBRUARY 27, 2019

The customer experience is a journey; your transformation work is, too! I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. Customers change.

Metrics 80

Metrics NPS Trends Financial 80

Customer Bliss

APRIL 27, 2018

Just like that full-to-the-brim closet you’ve been ignoring, the customer listening data you’ve collected can pile up until it’s more a nuisance than it is informative. Let’s talk about de-cluttering your customer listening! 8 Steps to De-Clutter Your Customer Listening Data. Align to a one-company methodology.

Effort Score 181

Effort Score Survey Customer Journeys Social Media 181

LiveChat

FEBRUARY 10, 2017

I could give you thousand reasons why amazing customer service is worth the effort. For example, better customer service is cheaper than any advertising, happy customers become your brand advocates, bringing others with them and people are more likely to buy from you. Amazing customer service should be your mission.

Customer Experience 28

Customer Experience Customers Communication Feedback 28

SurveySensum

MARCH 14, 2024

Did you know that 90% of customers say that their buying decisions are influenced by online reviews? 90%, that’s almost all your customers. After working in the CX industry for over 10 years, this much is clear to me – customer satisfaction is THE MOST important pillarstone of your business. ” 2.

Customer Satisfaction 52

Customer Satisfaction Survey Effort Score Banking 52

CX Journey

OCTOBER 5, 2017

It's a broad question, but if you think you're going to become complacent about the customer experience - and think that's OK - then you might as well be complacent about your business, in general. But it got me thinking beyond metrics to the broader customer experience. Customers change. It's impossible.

Innovation 128

Innovation Competitive Advantage Metrics Culture 128