Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Numerous studies have shown that customers are willing to pay more money for good service.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

InMoment XI

OCTOBER 20, 2022

After nine EMEA customer experience experts, 200+ delegates, eight workshops, and hours of fun and networking at the colourful evening reception, it’s safe to say the XI Forum Europe was a success! 5 Pieces of Advice from Our EMEA Customer Experience Experts. #1: Frontline employees need strategic communication.

Customer Experience 529

Customer Experience Customer Journeys Effort Score Culture 529

ClearAction

NOVEMBER 11, 2022

Gratitude Grows Gains from Customer Experience Strategies Lynn Hunsaker. On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.), On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.),

Strategy 71

Strategy Customer Experience Competitive Advantage Analysis 71

Michel Falcon Experience

MARCH 26, 2019

Today, I’m in Oshawa, Ontario working with Taunton Village Dental to help them improve their customer experience by hosting a customer journey mapping workshop. I’m going to introduce them to my people first culture and three piece strategy. ” – Dr. .” ” – Dr.

Customer Journeys 68

Customer Journeys How To Touchpoint Loyalty 68

Strativity

AUGUST 23, 2019

Dorel Juvenile wanted to engage their global team in developing the next level customer experience for the company. We were thrilled to partner with them in this journey by bringing colleagues together from around the world for a two-day workshop designing Dorel’s future CX. The future is bright with much hope! .

Innovation 74

Innovation Customer Experience Video Customers 74

InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! This holistic approach provides a 360-degree view of the customer journey.

Customer Experience 260

Customer Experience ROI Return on Investment Financial 260

One Millimeter Mindset

SEPTEMBER 24, 2018

If you practice a hopscotch client retention strategy, do not get your hopes up. When your organization embraces a hopscotch client retention strategy, you color within the lines. When your sales CRM tells you what the next step to close the customer should be, do you ever ask yourself whether this step makes sense? Yes, I know.

Strategy 213

Strategy B2C Customer Retention B2B 213

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

ShepHyken

JANUARY 16, 2024

When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. It’s what our customers say. It’s just our perception. Reality isn’t what we think or believe.

Customer Service 140

Customer Service Customer Centricity Customer Service Training Survey 140

ReviewTrackers

MARCH 24, 2021

Bank Customer Retention: Why It Matters. You’ve probably heard this more than a dozen times: retaining a customer is so much cheaper than acquiring a new one. According to Kantar , banks that lead in the customer experience index have a recommendation rate that is 1.9 times higher, and their customers are 2.1

Customer Retention 123

Customer Retention Banking Strategy Customer Experience 123

Centercode

MAY 20, 2020

Strong tester participation is at the heart of every successful Customer Validation test. But while everyone agrees that engagement is critical, only half of customer testing professionals say that they’re regularly tracking project participation. Examples of Activity Metrics. Download the Tester Engagement Pocket Map.

Metrics 98

Metrics Engagement Measurement Survey 98

ShepHyken

APRIL 9, 2024

What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. They found that up to 40% of satisfied customers don’t come back – even though they are satisfied! Our customers are smarter than ever when it comes to customer service and experience.

Customer Service Training 139

Customer Service Training Customers Customer Service Study 139

SurveySensum

DECEMBER 4, 2023

Collecting customer feedback is one thing, but understanding how to use it can take time and effort. Customers start to feel like their opinions don’t matter, and when they don’t see any changes, they quietly leave. So, how do you make sense of all this customer feedback and transform it into actionable improvement?

Feedback 52

Feedback Strategy Net Promoter Score Social Media 52

One Millimeter Mindset

NOVEMBER 26, 2018

Ever think that your organization’s or association’s customer retention strategy may actually function as a customer churn strategy? First, assuming that you have a customer retention strategy in place, when is the last time you did a forensic analysis of strategy effectiveness? Cast your vote.

Customer Retention 73

Customer Retention Strategy Innovation Customers 73

Experience Investigators by 360Connext

AUGUST 9, 2017

That’s when their boss or their CEO or maybe a member from the board asks them to take over a new responsibility – CX Strategy. Organizational comparisons are made: our organization versus Zappos or Southwest Airlines or maybe the local Starbucks barista who “always knows customer orders!” Blasphemy!

Customer Journeys 181

Customer Journeys Strategy How To Comparison 181

ShepHyken

OCTOBER 3, 2023

Whoever said “the customer is always right” didn’t hear this about this story. A customer walked into a Little Caesars restaurant and became angry when he was told he would have to wait a few minutes for a pizza. I’ve said it before – I don’t agree with the saying that the customer is always right. Fire them as a customer.

Customer Service Training 150

Customer Service Training Training Customers Customer Service 150

Centercode

MARCH 4, 2020

Low tester participation is a source of frustration for many Customer Validation professionals. You’ve invested hours into crafting creative test topics , and you’re following best practices for a comprehensive and approachable communication strategy. Check Your Recruitment Strategy. Where did it go wrong?

Engagement 72

Engagement Feedback Customer Journeys eBook 72

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. of customer experience.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business. Invest in Your Customer Success Team.

Strategy 95

Strategy Net Promoter Score How To Roadmap 95

Centercode

FEBRUARY 27, 2020

Maintaining tester engagement is one of the most persistent challenges facing today’s Customer Validation (CV) professionals. Because tester communication is such a mission-critical piece of your engagement strategy, the methods, tone, clarity, and frequency of your communications have a big impact on participation during your test.

Communication 64

Communication Engagement Customer Journeys eBook 64

SAP Customer Experience

NOVEMBER 27, 2023

Virtual November 23, 2023 Agenda Slides & Recording Dear Valued Customer, The SAP Premium Engagement Session ‘Replatforming – Integration strategy for the transition to cloud and hybrid landscapes’ took place virtually on November 23, 2023. The slides of the workshop can be found here and. Please find the agenda here.

Engagement 56

Engagement Strategy Customers Customer Experience 56

BlueOcean

FEBRUARY 22, 2024

It’s human nature to focus on the red flags that pop up when you’re deep into the customer support RFP process. Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. They want to workshop risk-reward models with you. That’s where the magic happens.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

Kerry Bodine

OCTOBER 20, 2016

That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience. I’ve used this map for years as a teaching tool in our journey mapping workshops. Kudos to the Exploratorium! .

Customer Journeys 120

Customer Journeys Strategy Transportation Conference 120

Totango

FEBRUARY 28, 2020

We all want to believe that we have a strong relationship with our customers. The digitization of business has created a customer-centric economy, and people switch services until they find the solution that suits them. Creating a strong customer engagement strategy makes sure every interaction delivers that value.

Customer Engagement 93

Customer Engagement Engagement Strategy Touchpoint 93

Centercode

APRIL 29, 2020

We’ve already dug into diagnosing potential challenges — communication breakdown , recruiting the wrong testers , friction caused by tools , and a product that isn’t ready for customer-testers — and how to start addressing them. Your Strategy. Your Strategy. Your Strategy. Your Strategy. via forms ).

Engagement 64

Engagement Travel Customer Journeys Feedback 64

Kerry Bodine

OCTOBER 20, 2016

That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience. I’ve used this map for years as a teaching tool in our journey mapping workshops. Kudos to the Exploratorium! .

Customer Journeys 120

Customer Journeys Strategy Transportation Conference 120

Forrester's Customer Insights

DECEMBER 20, 2018

Watch the video below to learn how Forrester is leveraging design thinking in our business strategy workshops to help executives unlock customer value. Looking for help with rethinking your current business model? Accelerate your own digital transformation by booking an inquiry or by checking out my research here.

Strategy 45

Strategy Video Customers 45

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization. My Comment: Customer Experience (CX) doesn’t have to be complicated.

Customer Service 78

Customer Service Self Service Tips Contact Center 78

Blake Morgan

FEBRUARY 7, 2023

Build-A-Bear Workshop is known for its unique and immersive in-store experience. As the name implies, customers get to build their own bear or fuzzy friend from start to finish, even filling it with stuffing, adding a heart, and giving it a name. Customers walk away with a new stuffed animal, but that’s not the entire transaction.

Customer Experience 52

Customer Experience Strategy Customer Centricity Brands 52

ShepHyken

APRIL 23, 2024

but when it comes to taking care of the customer, they fail. This made me think further about how cars are maintained, and it’s not much different from how you would want to run your business. Assuming you have a good product, you want to create processes that are customer- and employee-friendly. Connect with Shep on LinkedIn.

Customer Experience 84

Customer Experience Customer Service Training Training Advertising 84

SurveySparrow

AUGUST 14, 2023

They are the result of a well-crafted customer experience framework that transforms regular businesses into customer-centric marvels. We’ll explore what they are, what makes them exceptional, and how you can implement them to create unforgettable customer experiences. What is a Customer Experience Framework?

Customer Journeys 52

Customer Journeys Strategy Customer Experience Customer Centricity 52

ShepHyken

MARCH 12, 2024

The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction ? What are the adjectives that customers use to describe you? When customers like the experience personality, they will want to experience more of it! How would you like them to describe you?

Advertising 148

Advertising Customer Service Training Interaction Customer Experience 148

ShepHyken

FEBRUARY 13, 2024

Functionality versus customer experience: Do they belong together? And both dealerships – Ford and Ferrari – provide stellar customer service. While both may appreciate a good customer experience, one wants a different product experience.   Here’s another example. One buys a Ford EcoSport, and the other buys a Ferrari Roma.

Customer Experience 136

Customer Experience Transportation Hotels Airlines 136

Myra Golden

AUGUST 21, 2020

COVID-19 is making customers more hostile, and you need a strategy for quickly containing the situation and de-escalating the interaction. The 3R Method is battleground tested and easy to use – ideal for when you have to give bad news, enforce a mask requirement, or get an angry customer to calm down and listen to you.

Tips 105

Tips Video Interaction Strategy 105

Beyond Philosophy

DECEMBER 2, 2023

Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience ? Instead, AI should be a way to help employees pay more attention to the needs of customers. In this episode we explore the points made by Tom in his video along with our take on AI and Customer Experiences. Complete this short survey.

Customer Experience 143

Customer Experience Video Consulting System 143

Kerry Bodine

OCTOBER 5, 2015

On this important day, I want to discuss an important topic: strategy. In a recent post , I lamented how many companies today focus on business strategy first and customer experience strategy second. Everyone loves to talk about how Zappos.com delivers a great customer experience. 2) Distill experience themes.

Strategy 120

Strategy Customer Journeys Customer Experience Brands 120

Strativity

JANUARY 22, 2020

We’re kicking off the new year by sharing some of our favorite workshop exercises to discover unmet needs, develop CX strategies, align on priorities, and spark innovation for your business. Try These DIY Exercises to Enhance Your Next CX Workshop.

Exercises 40

Exercises Innovation eBook Strategy 40