InMoment XI

JANUARY 4, 2024

It can be argued that the customer experience is more important in retail than any other industry. The retail customer experience is also a complex one. It encompasses the in-store experience just as much as it does the online experience. What is the Retail Customer Experience?

Retail 260

Retail Customer Experience Effort Score Social Media 260

Beyond Philosophy

MARCH 7, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. She asked the right blokes about this one.

ROI 78

ROI Return on Investment Exercises Measurement 78

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Analysis 423

Analysis Data How To Customer Centricity 423

Beyond Philosophy

FEBRUARY 15, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. ” These are not emotions, nor are they specific.

Connections 88

Connections Loyalty Brands How To 88

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

QuestionPro Audience

JUNE 30, 2022

Have you ever wondered what’s the role of your audience in research? QuestionPro is here to help you understand the role of audience research in your data collection process. . What is audience research? Audience research is the study of the people you’re trying to reach with your content.

Marketing 195

Marketing Groups Advertising Survey 195

GetFeedback

FEBRUARY 15, 2019

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. Not exactly.

Strategy 322

Strategy Customer Experience Net Promoter Score Social Media 322

Seaton CX

MAY 16, 2024

Customer journey mapping is the foundation of customer experience management. A customer journey map informs your customer experience (CX) strategy, identifies where to listen for customer feedback, and connects your CX vision to the design, delivery, measurement, and management of the customer experience.

Customer Journeys 52

Customer Journeys ROI B2B Financial 52

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers.

Measurement 174

Measurement Customer Journeys Management Net Promoter Score 174

ChurnZero

MAY 15, 2024

Most CSMs are struggling to hit their goals this year, according to new research. Yet, the data suggests, there’s something else at play: a lack of operational leadership experience within our survey respondents’ teams. We asked CSMs to select which aspects of leading a team their manager is good at.

Leadership 52

Leadership Customer Success Chief Customer Officer Exercises 52

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Feedbackly

OCTOBER 12, 2022

Join our chat with Jaakko Männistö and use a chance to ask any questions you might have about the Emotional Experience measurement or the Emotional Value Index (EVI®). 95% of purchasing decisions are based on emotions. Welcome to ask your questions or join our chat to listen only! About the speakers.

Handbook 98

Handbook B2C Feedback Measurement 98

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Analysis 208

Analysis Survey Feedback How To 208

Beyond Philosophy

AUGUST 21, 2020

We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. WE ARE MORE EMOTIONAL ON OUR PHONES THAN COMPUTERS. The phone has a smaller keyboard and screen.

Transportation 179

Transportation Study Survey Technology 179

Experience Investigators by 360Connext

JUNE 22, 2021

Nobody thinks they’re neglecting customers… but many are. Some of us live, breathe and constantly think about the customer experience. Business leaders, in fact, have not been trained, educated or even asked to consider customer experience. That’s human nature. . Commitment.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

Calabrio

JUNE 30, 2020

After months in total or semi-isolation, today’s customers—especially those with less disposable income due to economic shutdowns—have an even greater need to feel heard by the customer service teams they contact. But what customers actually mean when they say they want to be “heard” might surprise you. It’s about connection.

Contact Center 219

Contact Center Omni-Channel Connections Communication 219

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

QuestionPro Audience

JULY 21, 2022

Implementing an insight community has recently become the most widely used research method. There is a change in how organizations analyze research data and stay on over these changes. Companies are beginning to realize the importance of leveraging the social behaviors of their customers. What is an insight community?

Data 195

Data How To Advertising Study 195

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not always, but often.

ROI 259

ROI Customer Experience NPS Financial 259

Beyond Philosophy

JULY 2, 2020

There are three different groups of organizations regarding opening up again after the pandemic: Organizations that are reacting to things: This group is changing the Customer Experience to respond to the crisis, but believe the present environment we are experiencing is temporary. We discussed this subject in a recent podcast.

Customer Experience 195

Customer Experience Airlines Customer Journeys Groups 195

Beyond Philosophy

AUGUST 12, 2020

During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise. Traditional journey mapping is what a customer is doing, but is missing a few things. We discussed the problems with journey mapping in a recent podcast.

Customer Journeys 187

Customer Journeys Hotels Net Promoter Score Exercises 187

Beyond Philosophy

OCTOBER 7, 2021

To most companies, it invariably means “customers give us all their money.” So, today we’re going to talk about the five rules that will build customer loyalty. Before we get into the rules, let’s talk about what loyalty is. It’s emotional. The same is true for customers.

Loyalty 172

Loyalty Airlines Banking Customers 172

Beyond Philosophy

JUNE 22, 2023

Our recent guest on the podcast, author Vanessa Patrick , Associate Dean for Research, Professor of Marketing, and researcher in the Consumer Behavior Marketing field, has a new book, “The Power of Saying No: The New Science of How to Say No that Puts You in Charge of Your Life.” Plus, gender is part of it.

Policies 143

Policies Exercises Examples Financial 143

Beyond Philosophy

FEBRUARY 24, 2022

We see senior executives all the time, usually trying to get them to invest more resources in training and enhancing the Customer Experience. We see senior executives all the time, usually trying to get them to invest more resources in training and enhancing the Customer Experience. Moment I am looking to create.

Engagement 88

Engagement Consulting ROI Course 88

Beyond Philosophy

SEPTEMBER 10, 2022

However, one of my team was spending the lock down a different way: taking a deeper dive on the data we have collected on our Emotional Signature ® research. Our Emotional Signature research measures the level of emotional engagement you have with customers right now and determines what the really want from you.

Exercises 68

Exercises Consulting Healthcare Resources 68

Beyond Philosophy

FEBRUARY 3, 2022

Organizations often think that doing a journey map of their experience will be the answer to life, the universe, and everything. . If we think about why we do journey mapping, one of the big reasons is to alleviate blind spots within the team. You should know or have your customers tell you themselves. But it isn’t. .

Customer Journeys 78

Customer Journeys Exercises Contact Center Customer Centricity 78

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 91

Customer Experience Contact Center Gamification Chatbots 91

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. One of the guys asked, “How much money are we going to get back by doing this?”. We discussed what we discovered from the research in a recent podcast. It was a tough audience.

Net Promoter Score 155

Net Promoter Score Insurance Call Center Training 155

Beyond Philosophy

JANUARY 4, 2022

How do you build a long-term relationship with customers? Tina’s key focus is on Customer Experience and development, and she wants her team to change their transactional approach to customer strategy. So, today, we will talk about convincing people that having a relationship with customers is a good idea.

Customer relationships 88

Customer relationships Net Promoter Score Consulting Culture 88

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

Beyond Philosophy

JANUARY 1, 2022

Our listeners have problems and they let us know about it. For our I’m in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with thinks customer relationships are a waste of time. Key Ideas to Improve your Customer Experience.

Customer relationships 103

Customer relationships Consulting Tips Insurance 103

Beyond Philosophy

MARCH 26, 2021

Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued.

Customer Journeys 120

Customer Journeys Net Promoter Score B2B Training 120

Beyond Philosophy

NOVEMBER 27, 2020

An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be. These Value Drivers are essential to success.

Net Promoter Score 150

Net Promoter Score NPS Insurance Effort Score 150

Beyond Philosophy

OCTOBER 15, 2020

Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too. He compares where we are for the transformation of Customer Experience as the transition from driving cars with gauges to driving Indy cars. It happens at a primitive and emotional level.

Hotels 131

Hotels Customer Experience Management Customer Experience Consulting 131

Customer Bliss

JANUARY 10, 2019

As conversations around sustainability and corporate social responsibility continue to increase, I think you’ll enjoy this timely conversation with Michael Bair , Senior Director of Member Experience at Inspire , a clean energy tech start-up. Use Education and Emotion to Communicate with the Customer. Retention strategy.

Customer Experience 155

Customer Experience Chief Customer Officer Connections Leadership 155

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. Today we will learn about how this relationship will continue to evolve as we move into a new year and a new decade. .

Meeting 162

Meeting Innovation Social Media Chatbots 162

Beyond Philosophy

MARCH 7, 2019

I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. Those that do often don’t think about how they will use the information they measure. The classic phrase, “If you can’t measure it, you can’t manage it” applies. I spend a lot of time thinking about measurement tools.

Measurement 122

Measurement Tools Survey Fashion 122