Beyond Philosophy

FEBRUARY 3, 2020

Discover This Powerful Marketing Technique to Gain Growth. How you present information has a significant effect on how your customers perceive the message. It’s no secret; it’s why there are marketing departments. To subscribe to The Intuitive Customer and never miss a podcast, please click here.

Marketing 78

Marketing Customer Experience Professionals Consulting Customer Experience 78

Horizon CX

DECEMBER 1, 2023

Like a salesperson tailoring their pitch to address specific buyer needs, CX leaders must emphasize how a customer-focused approach directly contributes to achieving strategic milestones. Real-world examples from successful companies will be highlighted to underscore this point.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. You want customers to fall in love with your brand. “ ”Who should read the book?

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

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. To survive and thrive, market researchers must jump on trends and expand their roles, making their work essential to every aspect of the business.

Marketing 100

Marketing Customer Centricity Innovation Social Media 100

Wootric CX Blog

DECEMBER 8, 2019

Dixon argues that rather than trying to boost loyalty through customer delight, companies should focus on creating what customers really want: an effortless experience. For example, IKEA customers are willing to trade a high-friction assembly experience for low prices on functional, contemporary furniture.

Effort Score 59

Effort Score Examples Self Service Net Promoter Score 59

Oracle

JULY 1, 2020

Now how do you land that position in marketing? According to Katie Martell , Marketing Consultant, “Both marketing and CX are filled with processes that combine people and technology, so it’s important to be good at both. experience on the resume you’re submitting.” Show don’t tell.

Tips 67

Tips Marketing Social Media Retail 67

Beyond Philosophy

MARCH 19, 2020

One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). ROI is one of the areas the organizations are struggling with regarding their investment in Customer Experience.

Trends 191

Trends Net Promoter Score Effort Score ROI 191

InMoment XI

MARCH 6, 2024

Customer Centric Quotes The first set of quotes about customer experience highlights the importance of focusing on the customer. We see our customers as invited guests to a party, and we are the hosts. (Jan However, success in managing the customer experience is founded on a company’s ability to listen. “A

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

BlueOcean

OCTOBER 8, 2021

This shift has led to the advent of the Customer Service Officer, a role that didn’t even exist just a short time ago. Prior to the arrival of dedicated customer experience professionals in the C-suite, customer experience issues tended to fall at the feet of the marketing department, or worse, get put on the backburner.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. How is NPS increase related to revenue increase or reduced churn?

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Experience Investigators by 360Connext

OCTOBER 27, 2020

Be sure to review what customers are already sharing via surveys, social media comments, user reviews, and frontline interactions. This feedback could provide clues about where customers want you to listen more. Customer success leaders often create triggers or timelines for account managers to follow up directly with a customer.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

Customer Bliss

JUNE 20, 2017

Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. If you market well but the experience isn’t there, your marketing won’t stick.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Beyond Philosophy

MAY 26, 2022

Understanding customers’ self-perceptions is essential for successful targeted customer strategy. Assistant Professor of Marketing at Penn State Smeal College of Business was a guest on a recent podcast, and she explains perception of self and how it drives customer behavior. Lucky for us, Sara Dommer , Ph.D.

Customer Experience Professionals 78

Customer Experience Professionals Examples Groups Exercises 78

Beyond Philosophy

FEBRUARY 10, 2020

Nearly 20 years ago, when I started Beyond Philosophy and before Customer Experience was a well-known concept, my motivations were to create a competitive differentiator that would get more business for my clients. New Sales Growth: This area includes increases in sales, market share, or new customer acquisition.

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172

Maru/HUB

OCTOBER 25, 2018

understanding and reaching your target market across a variety of channels. And that brings us to the topic of this piece – market research: is it worth it? It’s tempting to shortcut market research. You assume you already know everything there is to know about your target market. What is Market Research?

Marketing 45

Marketing Retail Travel ROI 45

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

Innovation 100

Innovation Marketing Social Media Healthcare 100

CX Journey

AUGUST 16, 2017

Always good to revisit this topic because it is such a hot one for customer experience professionals. In the past, I've referenced Jon Picoult's research at Watermark Consulting, where he's compared the market performance of CX Leaders and CX Laggards (based on Forrester's Customer Experience Index).

Customer Experience 142

Customer Experience ROI Comparison Airlines 142

Horizon CX

OCTOBER 2, 2023

The companies in which I’ve worked at the frontline are all successful, respected brands, and profitable leaders in their markets. And yet the experience gap is on full display across three dimensions: competence, supervision, and data. Speaking of KPIs, let’s turn to the third experience gap dimension – Data.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

CloudCherry

MARCH 14, 2019

Presenters: Dawn Paulos – Dawn is the VP of Marketing at CloudCherry. She specializes in building high velocity, data-driven marketing teams for early-stage growth companies. For many industries, customer experience is really the only way you can differentiate. Take for example, credit unions and airlines.

Customer Insights 150

Customer Insights Analytics Airlines Feedback 150

Thematic

JUNE 28, 2023

Tell it to be a superstar marketer, a personality like Oprah, or anything really. I chose the following: Then, I asked for five examples of how LLMs will affect the work of customer experience professionals. This could mean a less comprehensive learning experience for customer experience professionals.

Customer Experience 62

Customer Experience Chatbots Social Media Training 62

Experience Investigators by 360Connext

JULY 12, 2022

Be sure to review what customers are already sharing via surveys, social media comments, user reviews, and frontline interactions. This feedback could provide clues about where customers want you to listen more. Customer success leaders often create triggers or timelines for account managers to follow up directly with a customer.

Customer Journeys 143

Customer Journeys Feedback Social Media Exercises 143

Experience Investigators by 360Connext

OCTOBER 6, 2014

Their fanatical recognition of customer service reps who go above and beyond is a crazy example of getting it right. What if your company spread the news about great experiences just as much as bad ones? How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

ijgolding

JANUARY 22, 2018

Don’t be afraid to get personal with your customers, send email campaigns that are based on your customers specific purchase history and remember their preferences so that content can be tailored to them. Finally, always remember your top customers, and let them know they are appreciated.

Customer Experience 191

Customer Experience Social Media Abandon Rate Conference 191

Horizon CX

JUNE 2, 2020

In a 2019 (pre-pandemic) industry report by Forrester Research , they predicted that during 2020 leaders’ attention would move toward adaptability—the ability to understand and anticipate market dynamics. How profound was that considering where we are at this very moment in 2020.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

Lumoa

JANUARY 9, 2018

As more industries continue to be disrupted by smaller, more agile, niche specialists who are better able to meet the needs and expectations of customers, larger, legacy businesses are at serious risk of losing relevance with their customers and potentially ceasing to exist. Blockchain, GDPR) and coordination.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Beyond Philosophy

DECEMBER 10, 2021

For example, Bain and Company, where Reichheld worked when inventing the concept, was the first to adopt it. Moreover, with Net Promoter’s robust feedback, you know better what companies will succeed in the market. Instead, what drives financials long term is customers coming back for more and bringing their friends. .

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

Alida

MARCH 10, 2017

Jeanne Bliss, co-founder of the Customer Experience Professionals Association, says a chief customer officer (CCO) needs to lead the charge. To remove silos, business leaders need to identify all the teams that interact with the customer. Providing a seamless customer experience is a team sport.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

ClearAction

SEPTEMBER 29, 2016

It’s a time when customer experience professionals take extraordinary care to thank customers — and employees who make a difference in customer experience (CX). CX Day is in the first week of October, founded by the Customer Experience Professionals Association ( CXPA ).

Customer Experience 48

Customer Experience Customer Experience Professionals ROI B2C 48

Beyond Philosophy

JANUARY 12, 2022

The VOP adds another data stream from a crucial part of a customer’s experience—using the product. With this data, organizations can anticipate and provide a proactive experience. . In a recent podcast, we hosted Tobias Goebel ( @tpgoebel ) Product Marketing Principal at Twilio IoT.

Contact Center 78

Contact Center Connections Competitive Advantage Technology 78

ijgolding

OCTOBER 28, 2015

When it is not possible or practicable for us to observe people face to face we ask them to record their experience. For example using disposable cameras and we then interview them on their experiences afterwards. Companies often spend large amounts in technologies or on service aspects that they assume the customer would like.

Customer Experience Design 120

Customer Experience Design Customer Experience Customer Journeys Customer Experience Professionals 120

Oracle

JULY 11, 2018

For example: what is the business? How do we develop our product and what is the relationship between marketing and product development, things like that? Tip #2: Know the customer. Customer experience today is quite difficult. That’s my advice if you want to be a customer experience professional today.

Tips 67

Tips Customer Experience Professionals Technology Software 67

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers. Delivery – taking it to the customer.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite. marketing strategy.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite. marketing strategy.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

CX Journey

SEPTEMBER 19, 2017

For example, think about buying a car: sales isn’t the only person/department involved; financing, service, parts, etc. are also involved in the experience. Marketing and customer experience professionals have different needs when they are developing and using personas.

Customer Journeys 121

Customer Journeys Touchpoint Customer Experience Professionals Customer Experience 121

Beyond Philosophy

JUNE 6, 2019

For example, did you know the following? For example, not so long ago, people didn’t want to migrate to online banking. For example: Your mobile tells people exactly where you are with various apps. Those benefits should be crystal clear to your customers. Eventually, she bought one. This process is normal for people.

Banking 141

Banking Airlines Analysis Technology 141