ClearAction

DECEMBER 16, 2017

What is Customer Experience Collaboration? Imagine your company as a sports team, such as volleyball, soccer, hockey or football: do you truly pull together, have one another’s backs, share opportunities and show your opponents and fans you’re a well-oiled machine? Remember the last complaint you heard from a customer?

Customer Experience 89

Customer Experience Sports Customer Journeys Employee Engagement 89

Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben has over 20 years’ experience in customer service, and is a recognized CX thought leader. Using a process like customer journey mapping, companies can clearly show how every role impacts the end customer.

Industry 100

Industry Customer Experience Customer Journeys Sports 100

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ClearAction

APRIL 3, 2015

Why Customer Experience Excellence Requires HR Engagement. People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. —@Lynn_Teo. " —@thecxguy.

Engagement 48

Engagement Customer Experience Employee Engagement Culture 48

ShepHyken

JANUARY 15, 2024

Top Takeaways: Shep’s Comment: Some may not see this as a customer service or CX interview. If they are on the frontline, dealing with customers, you want an elite performer, not just a competent performer. Elite performance in business and sports involves an emphasis on mindset mastery and deliberate practice. I beg to differ.

Sports 79

Sports How To Exercises Culture 79

Michelli Experience

JANUARY 17, 2017

Over the years, as a customer experience consultant, I’ve increasingly become a student of “game theory” and of the “gaming industry.” billion customers. In his article Mark identifies three key ways that designers in the video and mobile gaming industry create “gamer engagement”, loyalty, and spend. Graphics/Sound.

Customer Experience 100

Customer Experience Gamification Banking Sports 100

CX Accelerator

DECEMBER 31, 2018

Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

ClearAction

JUNE 8, 2015

Creating World-Class Customer Experience Teams. In sports, a great deal of thought goes into creating winning teams. Choosing the right players, getting everyone on the same page, practicing hand-offs and executing a clever playbook are how winning sports teams are created. The Formation of Customer Experience (CX) Teams.

Customer Experience 48

Customer Experience Sports Guidelines Chief Customer Officer 48

Michel Falcon Experience

JANUARY 16, 2020

I’ve leveraged customer experience strategies within my career for more than ten years now. I’ve seen companies thrive (some of which I’ve advised), some commit but not fully exhaust the benefits and others that say customer experience matters but do nothing at all. that’s having a customer experience strategy!

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

Beyond Philosophy

NOVEMBER 7, 2016

They have each partnered with a sports franchise in a brilliant play to boost the emotional engagement with the team’s fans. Employee Engagement: Your employees are people, and likely support the same team or local causes. It’s fun for employees to have a promotion that makes Customers happy.

Sports 167

Sports Effort Score Rewards Programs Transportation 167

ClearAction

JULY 29, 2018

Customer Engagement is an Enterprise-wide Imperative Lynn Hunsaker. Does customer engagement rely solely on Marketing, Sales, Success or Service strategies? Customer engagement is successful to the degree that the rest of the company empowers its success. It’s an enterprise-wide imperative.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Customer Bliss

NOVEMBER 1, 2018

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. How do you hold yourself accountable when managing culture and employee experience?

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

ShepHyken

APRIL 15, 2020

The other day I was talking to my friend and fellow customer experience (CX) expert, Dan Gingiss. Pretty boring information, but it’s important to share with customers. Recently, one of our Shepard Letter subscribers shared an example of what they use instead of the traditional music when a customer is put on hold.

Sports 141

Sports Entertainment Customer Service Training Examples 141

Alida

DECEMBER 14, 2017

In a recent webinar , Darrell Beneker, director of consumer insights at Aurora Health Care, shared how the company uses ongoing insight to inform customer experience (CX) initiatives that create a seamless end-to-end patient journey. Customer feedback should go viral . Stop thinking one size fits all . Get insight, STAT .

e-support 100

e-support Sports Healthcare Customer Relationship Management 100

ClearAction

AUGUST 29, 2015

3 Types of Customer Experience Action Essential to ROI. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. 2) Macro Customer Experience Action.

ROI 48

ROI Omni-Channel Customer Experience Employee Engagement 48

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. Increasing revenue with NewsCorp Australia.

ROI 100

ROI Measurement Brands Net Promoter Score 100

ijgolding

SEPTEMBER 26, 2016

An organisation that contains people who are only able to fulfil tasks is one that will be unable to adapt to the changing needs of its customers. Their employees operate like automatons – engaged with doing their job, but unlikely to be an advocate of their company and its customers.

Sports 120

Sports Measurement Customer Experience Retail 120

ClearAction

AUGUST 3, 2015

Are You a Customer Experience Action Hero? Do you dream of being — or being saved by — a customer experience action hero? Maybe you dream of your customer-facing staff, or your executives, as customer experience action heroes? So de-silo the action in your customer experience efforts!

Customer Experience 48

Customer Experience Effort Score Customer Experience Management Sports 48

Experience Investigators by 360Connext

MARCH 5, 2015

It’s tricky, this human experience of ours. Disappointing a customer really comes down to one thing: expectations. If you don’t live up to them, you will disappoint a customer. If you’d like a guide, here are the steps to disappointing any customer. Take the time to hear customers each step of the way.

Customer Service 110

Customer Service Sports Social Media Communication 110

ClearAction

DECEMBER 31, 2015

Highlights of Customer Experience Strategy Advice. Over the past year, I’ve written quite a bit about customer experience management strategy, including a six-part series about keys to success in the future. Shared vision, strategic planning, and governance are rarely discussed in customer experience literature.

Strategy 48

Strategy Customer Experience ROI Sports 48

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. The growth-generating strength of your customer experience efforts hinges on how customer-centered your business is.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

SurveySparrow

JULY 19, 2022

A Voice Of the Customer program helps you consistently deliver a better customer experience. As we enter a new era of customer experience, listening to the voice of customers is essential to competing on customer experience. Why your company needs a voice of the customer (VOC) program.

Net Promoter Score 52

Net Promoter Score How To Voice of Customer Survey 52

ShepHyken

JUNE 25, 2021

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv’s CEO Jeff Yabuki about sports, of course, as well as about leadership and business. Involve employees in the change process rather than forcing change on them. If she doesn’t live the core values, why should you? Talk is cheap.

Sports 118

Sports Leadership Customer Centricity Consulting 118

datastax

JUNE 20, 2019

This makes it easier for companies to leverage real-time data to serve up delightful customer experiences and make better decisions at a moment’s notice. Customer collaboration over contract negotiation. Increased employee engagement. Stronger user experiences. What are the Benefits of DataOps? READ NOW.

Sports 69

Sports Analytics Software Employee Engagement 69

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. In 2019, automatic call distribution sported 23.3% Customer Journey Mapping.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

Verint

MARCH 27, 2018

Big Tex is a 55-foot statue of a cowboy that sports denim jeans, a plaid shirt, and of course, an awesome 95-gallon cowboy hat and a pair of high-stepping size 96 cowboy boots. 28 - Oct 21, 2018), attendees of the Verint Engage18: Global Customer Conference won't get a chance to hear the tallest cowboy in the Big D say "Howdy folks."

Engagement 22

Engagement Conference Sports Employee Engagement 22

Michel Falcon Experience

MARCH 10, 2019

We simply need to adhere to some sound employee management tips and strategies to become great companies. I define People-First Culture by building a business that your employees and customers will admire. Gather Employee Intelligence (EI) to Create Never-Seen-Before Experiences. Simple, right?

Tips 112

Tips Management Culture Meeting 112

Beyond Philosophy

OCTOBER 3, 2014

As their website says, the Royal Yacht Britannia experience is designed to tell visitors about the unique Ambassadorial role played across the World by The Queen’s former floating Palace. In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience.

Leadership 154

Leadership CEM Sports Hotels 154

Russel Lolacher

JUNE 5, 2022

He’s the senior IT customer support manager for first American title, which is leading the technical sports, customer support to their employees. That’s what he does, he leads with it and customer support. So first question, we’re talking about technology, employee engagement with technology.

Communication 93

Communication Technology Employee Engagement Culture 93

Strativity

DECEMBER 12, 2014

Throughout my life I’ve been fortunate to attend many sporting and entertainment events, from Broadway shows to baseball games and everything in between. Up until now I’d never experienced exceptional end-to-end customer experience at any venue like I did at the Barclays Center in Downtown Brooklyn this past week.

Entertainment 52

Entertainment Sports Employee Engagement Conference 52

Russel Lolacher

NOVEMBER 28, 2022

A few reasons why he is awesome – He’s a speaker and writer on engagement, and the Police Chief of the Mountain View Police Department, rising through their ranks over the last 20 years. A frequent speaker and writer on engagement. . Connect with, and learn more about, Chris on his platforms: . Chris Hsiung. Russel Lolacher.

Culture 98

Culture Connections Leadership Communication 98

Qualtrics

JANUARY 29, 2021

Professionals who have become experience management (XM) experts in the last 10 or 20 years have often drawn on the building blocks of other experiences to get to where they are today. Aimee grew up a sports fan. As part of our series on CX visionaries , we interviewed Aimee Lucas, XM Catalyst with the XM Institute.

Sports 26

Sports Culture Leadership Technology 26

Beyond Philosophy

OCTOBER 3, 2014

As their website says, the Royal Yacht Britannia experience is designed to tell visitors about the unique Ambassadorial role played across the World by The Queen’s former floating Palace. In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience.

Leadership 68

Leadership Sports Hotels Social Media 68

Beyond Philosophy

OCTOBER 3, 2014

As their website says, the Royal Yacht Britannia experience is designed to tell visitors about the unique Ambassadorial role played across the World by The Queen’s former floating Palace. In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience.

Leadership 60

Leadership Sports Hotels Social Media 60

Michel Falcon Experience

MARCH 28, 2016

Alongside strategic advisory and consulting, I am a customer experience and employee engagement keynote speaker. He was very engaging and he was terrific at integrating humour and anecdotes at the appropriate moments to further draw the audience into the message. ” They are all customized.

Conference 60

Conference Employee Engagement Engagement Sports 60

Customer Enthusiast

OCTOBER 2, 2017

If I had a captive audience with an employee who expressed this sentiment, I would suggest that until his disposition and performance (e.g., customer service quality) improves, he’s not going to be qualified – or even considered – for a position that offers more compensation or responsibility. She is your priority.

Sports 56

Sports Loyalty Programs Retail Course 56

Customer Enthusiast

OCTOBER 15, 2017

STRIVR is used by some of the world’s most respected organizations, from professional sports teams to Fortune 100 companies. Trainers project what an associate is seeing inside the VR headset onto a large TV screen, allowing other members of the class to comment and interact as a part of the VR-enabled learning experience.

Sports 40

Sports Training Innovation Retail 40