ijgolding

DECEMBER 3, 2014

During these conversations, it has become abundantly clear that those who know a lot about Legal and Accounting firms are concerned that they are amongst the most ‘un-customer centric’ organisations on the planet. These industries are often populated by businesses who THINK they are already customer focussed. They are not alone.

Customer Centricity 225

Customer Centricity Customer Experience Customer Retention Industry 225

BirdEye

APRIL 25, 2023

Do you want to reach out and engage with potential customers in your area? Ask for customer reviews 8. Host seminars and workshops 18. Make it relevant and user-friendly with convenient ways for browsing so customers engage with it. Are you looking for ways to promote your business locally? Connect with influencers 9.

Social Media 98

Social Media How To Advertising Sports 98

Lumoa

NOVEMBER 8, 2017

In many companies, customer experience is measured, but the results are not actionable. The most widely used customer experience metric NPS (check what Net Promoter Score is about and how to use it for your company) actually gives all the necessary ingredients for the actionability.

Feedback 293

Feedback Net Promoter Score Analytics Metrics 293

GetFeedback

APRIL 15, 2019

It’s about connecting with your audience and providing them with a meaningful experience that leaves them wanting more. Your survey questions should reveal the attendees’ needs and expectations of the event, as well as any positive and negative experiences they encountered while attending the event. How was your overall experience?

Survey 207

Survey Transportation Conference Hotels 207

Heart of the Customer

SEPTEMBER 11, 2014

You would think that the return on customer experience is obvious. A better customer experience improves loyalty, and loyalty means you can spend more time serving customers than chasing new ones, resulting in cost savings. I love this report – it really shows the bottom-line impact of customer experience.

Customer Experience 132

Customer Experience Net Promoter Score Report Loyalty 132

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. I recently attended a seminar where Dever explained that customers who have emotional affinity with a product or brand consider that product or brand essential to their daily lives.

Customer Service 182

Customer Service Video Travel Customers 182

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. I recently attended a seminar where Dever explained that customers who have emotional affinity with a product or brand consider that product or brand essential to their daily lives.

Customer Service 182

Customer Service Video Travel Customers 182

Experience Investigators by 360Connext

MAY 19, 2020

I’m really encouraged by the amount of focus and attention leaders are beginning to put on the employee experience. We also know that happier, more fulfilled employees deliver experiences that lead to more loyalty and retention from your customers , too. How does this learning opportunity connect to the customer experience?

Connections 143

Connections Gamification Employee Experience Touchpoint 143

CSM Magazine

FEBRUARY 16, 2024

The event is focused on the processes used by call and contact centers, with showcases from over 200 different business representatives along with seminars by over 100 industry experts. Smile CX is the new revolutionary technology that finds the right balance between technology and humans to achieve the best customer experience ever.

Contact Center 52

Contact Center Industry Omni-Channel Call Center 52

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

SAP Customer Experience

JANUARY 18, 2022

When we transitioned from school to professional life, we began to learn from seminars, various web content, In school, we took classes and were immersed in a subject with a teacher who led us on a path to knowledge, and other students on the same learning path for that class.

Sales 67

Sales Customer Experience Customers 67

Customer Bliss

MAY 31, 2018

In today’s episode, I speak with Antonio Susta , Head of Customer Experience and Customer Service at The Linde Group , a world leading supplier of industrial, processes and specialty gases. . Antonio has a lot of experience blending marketing and sales. Improving Customers’ Lives is Meaningful. Why is it important?

B2B 107

B2B Industry Leadership Conference 107

One Millimeter Mindset

JULY 18, 2018

Customer bombardment should be a no-brainer non-strategy. Especially when it comes to how not to create a positive customer experience. Yet what should be common sense often flies in the face of customer experience reality. Do you really know how many times customers receive notifications from your organization?

Strategy 51

Strategy Customer Experience Customer Retention Customers 51

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. I recently attended a seminar where Dever explained that customers who have emotional affinity with a product or brand consider that product or brand essential to their daily lives.

Customer Service 140

Customer Service Video Travel Customers 140

Magellan Solutions

JANUARY 7, 2024

Telemarketing may have built a somewhat unsavory reputation to many customers. The emergence of new technologies in telecommunications has also enhanced the selling experience over time. And just like sales on its own, telemarketing isn’t just for customers but for businesses that also lay the part of consumers.

Call Center 52

Call Center Telecommunications Hospitality Sales 52

Innovative CX

MAY 6, 2020

Nothing could have prepared us for the pandemic crisis we are in today and its impact on the customer, employee, and student experience. Rather than being able to rely solely on the lessons of the past, we are literally defining the experiences as we go, every minute of every day. Today’s decisions are obsolete by tomorrow.

Customer Experience 59

Customer Experience Customer Journeys Financial Customer Expectations 59

Horizon CX

JUNE 10, 2022

The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view. That last underlined phrase underscores the criticality and validity of the customer journey.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

Horizon CX

MARCH 19, 2022

So, what exactly is AI and how are organizations applying it, and most importantly, how does it either enrich or diminish the Customer Experience? As consumers, we encounter AI in many forms and most notably whenever we need to call a customer support line for information or to resolve an issue.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

Customer Enthusiast

FEBRUARY 14, 2017

If you’ve gotten to know Chip through one of his previous books or by attending one of his seminars, then you’re familiar with his extensive repertoire of illustrations that teach—like those contained in this post. Customers totally forget ordinary, nothing-to-write-home-about service experiences.

Customer Experience 49

Customer Experience Hotels Insurance Innovation 49

Oracle

JULY 19, 2019

Are you bound for a customer experience conference this year? The SmarterCX team and I are fortunate to cover customer experience events across the country, speak with CX leaders, see the latest CX tech, and also work with talented events staff who make it all happen. Here’s what we learned.

Conference 64

Conference Tips Customer Experience Meeting 64

Myra Golden

JULY 29, 2019

I know these ideas work because I’ve used them in call centers I’ve managed, and right here at Myra Golden Seminars. I keep things spicy at Myra Golden Seminars by regularly getting the team out for fun. Here are three things I know for sure meaningfully motivate employees. Plan a Team Building Outing.

Customer Service 61

Customer Service Call Center Tips Meeting 61

Calabrio

JANUARY 12, 2020

Under her guidance and watchful eye—and by tapping her extensive SaaS experience—Jenny flawlessly implemented a framework and the many processes Calabrio needed to operate as a scalable and global company. Despite heady challenges, that’s exactly what Jenny did.

Financial 130

Financial Exercises Software Contact Center 130

Up Your Service

FEBRUARY 5, 2020

Last year in Toronto, Canada, I was being recognized as the #1 Customer Service Global Guru. So, I’m delighted to tell you now that in partnership with Right Selection, Marshall Goldsmith and Ron Kaufman will be delivering the Service Leadership Seminar, first time ever. Join the Service Leadership Workshop. April 9 in Colombo.

Leadership 52

Leadership eBook Culture Connections 52

COPC

MAY 2, 2019

s first China client seminar of 2019 was held on April 12 in Beijing, attracting participants from various industries including financial services, technology, utilities, outsourcing and many others. This Beijing seminar is the first in a series planned for China throughout 2019. The post COPC Inc.

Net Promoter Score 8

Net Promoter Score Contact Center Effort Score Metrics 8

Zeisler Consulting

DECEMBER 15, 2021

It’s an email from a company that just loves its Customers, but implores them to not write back. So emphatic are they about how important their Customers are to them that they explicitly go out of their way to forestall communications. Why unnecessarily alienate your Customers by explicitly telling them not to contact you?

Course 93

Course Consulting Communication Policies 93

NetBase

FEBRUARY 3, 2020

Our World Tour seminar series is off and running, and we’re excited to share a bit about it – and invite you to join us at an upcoming complementary session. And we had members of the newly formed team on hand to participate in conversations about the exciting news and what it means for customers: What does this mean for customers?

Social Media 64

Social Media Analytics Consumers Resources 64

CSM Magazine

FEBRUARY 16, 2023

From customer service agents to sales professionals, there are many types of client-facing roles in the workforce. These roles involve interacting directly with customers or clients to provide advice and assistance. They answer customer inquiries by phone, email or chat on a company’s website.

Examples 52

Examples Customer Service Representative Hospitality Exercises 52

Forrester's Customer Insights

MARCH 25, 2020

The COVID-19 virus has made canceling or delaying customer gatherings, seminars, conferences, and trade shows of any size essential. Digital alternatives don’t replicate the in-person experience, despite innovative technologies and approaches. It’s a rough time to be planning or managing a large, in-person event.

Conference 52

Conference Innovation Technology Marketing 52

AskNicely

FEBRUARY 12, 2018

This upbeat bearded man in a leather jacket — beaming with enough positive energy to channel a Tony Robbins seminar (let’s call him “Chris”) looks back and with a little pep in his voice says, “Welcome to My Car!”. I didn’t get an Escalade, but I got an amazing experience that made my night. That amazing experience moved me.

Net Promoter Score 150

Net Promoter Score Feedback Brands Tips 150

ShepHyken

JANUARY 29, 2021

Daunting as it may appear, keeping your customers happy is an attainable goal — when you put your mind to it. You can do the same and improve your customers’ experience. This shortlist of contact center best practice hacks should set you up for success in the pursuit of customer service excellence. Invest in your agents.

Contact Center 90

Contact Center Call Center Knowledge Base System 90

Retently

MARCH 11, 2024

Are you curious about the genuine reactions of your attendees after they experience your event? Key Takeaways Post-event surveys are key to capturing attendee experience, gauging event success, and informing future event planning by offering insights into what aspects of the event were successful and what areas could be improved.

Survey 105

Survey Analysis Feedback Effort Score 105

Daniel Group

AUGUST 21, 2020

How are your CI (Continuous Improvement), Customer Experience (CX), and Employee Engagement (EE) programs stacking up? In my recent blog, Transform Continuous Improvement for Experiences Customers Love ; I share a success story of one of our clients and how they integrate CX, CI, and EE. Managers look for solutions.

Employee Engagement 52

Employee Engagement Engagement Culture Customer Experience 52

CSM Magazine

AUGUST 22, 2019

I know these ideas work because I’ve used them in call centers I’ve managed, and right here at Myra Golden Seminars. I keep things fresh at Myra Golden Seminars by regularly getting the team out for fun. Here are three things I know for sure meaningfully motivate employees. Plan a Team Building Outing.

Customer Service 45

Customer Service Call Center Consulting Training 45

CSM Magazine

JUNE 27, 2023

By fostering, an integrated and immersive experience, branding and identity are essential to attaining these goals. Utilising the same colours consistently across your event materials strengthens the brand identity of your company and gives attendees a cohesive visual experience. Typography integration may be quite significant.

Brands 52

Brands Management Social Media Gamification 52

CSM Magazine

AUGUST 4, 2023

In today’s fiercely competitive business landscape, customer engagement plays a pivotal role in establishing enduring relationships with your target audience and fueling business growth. So, let’s explore these customer engagement ideas and discover how they can help you boost your business to new heights.

Customer Engagement 52

Customer Engagement Engagement Social Media Loyalty Programs 52

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community? Providing CS training opportunities.

Customer Success 115

Customer Success Guidelines Social Media Tips 115

ShepHyken

AUGUST 9, 2019

This week we feature an article by Yogesh Chabria who shares an article about how customers want to be wowed and how you can turn your customers into fans. I often get asked how I focus on customer satisfaction with everything else that is going on? In fact, I feel that customer satisfaction is an old-world concept.

Hotels 116

Hotels Customer Satisfaction Social Media Customers 116