Customer Bliss

MAY 19, 2016

I came to these competencies over 30 years of observing customer-focused growth engines that worked — and many that didn’t work. Here’s the essential overview: Customer experience work is often tremendously reactionary. Leaders are responding to the last round of surveys. That doesn’t work.

Customer Experience 171

Customer Experience Social Media Leadership Feedback 171

BlueOcean

JANUARY 6, 2020

The good news, according to Gartner insight, is that channel switching isn’t actually hurting customer loyalty. In fact, a NewVoiceMedia survey revealed that 43% of customers feel more connected to a brand when they are able to contact a company through any channel. Responsiveness Isn’t Just About Speed.

Omni-Channel 177

Omni-Channel Customer Care Self Service Customer Journeys 177

SurveySparrow

JULY 24, 2023

A positive customer experience, on the other hand, fosters brand loyalty and increases the likelihood of repeat business. Hence, by delving into customer experience research, you can tease out key insights that enhance your overall customer experience design and elevate customer satisfaction.

Customer Experience 52

Customer Experience Net Promoter Score Effort Score Loyalty 52

Storyminers

MARCH 26, 2018

Since our founding as a customer experience design consultancy in 2002, StoryMiners has helped over 500 clients on 700+ projects in over 20 countries (and in 4 languages). Starting with surveys and following up by phone, we learned what people value and want: Less focus on processes and more on outcomes.

Social Media 100

Social Media CRM Customer Experience Design Communication 100

Storyminers

JULY 29, 2016

My number one customer retention strategy is talking to your customers. I don’t mean surveys; I mean real, one-on-one conversations. The most effective customer retention strategy – use your social media accounts to engage with what your customers are sharing online. Len Markidan. Brian Honigman.

B2C 124

B2C Customer Retention Strategy Brands 124

delighted

JULY 19, 2019

The goal of a customer experience program is to gather customer experience intelligence, uncover customer insights from that data, and take action to close the loop and improve customer experiences through customer experience design. What is a Customer Experience (CX) program?

Resources 56

Resources Customer Journeys Customer Experience Net Promoter Score 56

CX Journey

FEBRUARY 21, 2019

Armed with this knowledge, move forward and improve the rest of your conversion funnel on your site with a customer-based approach that turns visitors into fans of your brand. Your landing page headline turns up in search engines, appears on social media posts, and sums up the main topic.

How To 88

How To Social Media Government Policies 88

CX Journey

FEBRUARY 21, 2019

Armed with this knowledge, move forward and improve the rest of your conversion funnel on your site with a customer-based approach that turns visitors into fans of your brand. Your landing page headline turns up in search engines, appears on social media posts, and sums up the main topic.

How To 80

How To Social Media Government Policies 80

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CX Journey

NOVEMBER 10, 2015

Voice of the Customer : Listening to the voice of the customer through various channels is a no-brainer; if we don't listen and learn about the experience, we'll have no idea where improvements need to be made or where we're doing things well/right.

Customer Journeys 80

Customer Journeys Roadmap Government Culture 80

Bold360

NOVEMBER 21, 2016

. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. Since our customers are mainly millennials, they communicate more through our social media platforms (Facebook, Instagram, Twitter, etc.) than by email or phone.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the Service Profit Chain Institute. So three ways to turn data into experiences. Thank you so much for joining us for today’s webinar.

Data 40

Data Customer Journeys Consulting Course 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the Service Profit Chain Institute. So three ways to turn data into experiences. Thank you so much for joining us for today’s webinar.

Data 40

Data Customer Journeys Consulting Course 40

SmartKarrot

APRIL 4, 2022

With C-Suite executives being at the helm of all events, customer success strategies need to entwine CS into all departments. C-Suite leaders must keep the customers at the core of their plans and processes. Design the customer experience. Design the customer experience strategy for every team.

Customer Centricity 10

Customer Centricity B2B Tips How To 10

CX Workout - Ideas Blog

OCTOBER 3, 2018

My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the Service Profit Chain Institute. So three ways to turn data into experiences. Thank you so much for joining us for today’s webinar.

Data 9

Data Customer Journeys Consulting Course 9

Michel Falcon Experience

APRIL 11, 2019

Again, if you’re going to takeaway one thing from this talk, aside from following me on social media, Google servant leadership and get lost in Google. A lot of what you read out there is around customer experience design. Really focus on customer experiences.

Culture 60

Culture Leadership Hospitality Meeting 60