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How to complain about your train, airline, bus, tube, ferry or cruise. How to complain about buses. How to complain about buses all the info you need. How to complain about trains. Passenger complaints are up (& how you can get redress) Transport Focus announced in February 2018 that their latest National Rail Passenger Survey showed that only a third were happy with their last journey. all you need to know about your rights. MORE
Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do! Whilst the title may have been in existence for a while, there is still not a plethora of experienced executives who know ‘what it takes’ to be a successful CCO. This is partly due to the fact that Customer Experience is still in its relative infancy as a profession. Enabling employees to deliver value. MORE
Even though creating an online survey nowadays is much easier than in the past, that’s not to say all aspects of surveys are easy. Sometimes getting responses can be a difficult task, and without an effective plan for distribution, you may struggle to collect the valuable feedback your organization needs. The distribution plan for your online surveys should put your existing outlets and channels to use while focusing on the goals you’re trying to accomplish. MORE
Now children, we are going to have free time. Each of you will be able to do whatever you want until class is over” said the teacher. Adaptability is rampant to suit the client’s wishes/needs. And the bosses want to be a “friend” to their subordinates. Any great business must run like a movie set where each employee is an actor with a specific role to play. The director, or senior management, sets the tone for all to follow. But to what extent? MORE
Next comes finding the perfect location to set up shop and after almost a year you’re finished. Sure, you had to get over a few hurdles and you corrected some mistakes but now business is steady. But for how long? Your focus is only on the things that are important to you. But what about the unspoken messages you’re sending to your customers? can a crooked sign ruin your business? This original article was written by Steve DiGioia. MORE
What is Customer Retention is and how can you improve it? We share the best tips on how to improve Customer Retention and tell you more about other relating KPI:s you can use. Feed generated with FetchRSS MORE
Everyone wants it but nobody wants to do it. It’s one of the hardest, easiest things that a company can do to provide stellar support. There’s got to be a better way, right? That being said, we’ve put together a list of 5 mistakes that companies make when imple [link] menting live chat, and how to avoid them. is no easy feat, which means that it can be close to impossible to keep your live chat support operating all the time. Live Chat. MORE
Time to share a meal with great company, whether family, friends, or coworkers. For them, it’s a time for stress, a time to deal with frantic shoppers looking for the perfect gift, and a time to work long hours with little time for themselves. Remember, they too want to spend time with family et al and have their own shopping to do. Here’s how to be a better retail customer during the holidays. We expect our shopping experience to be: Hassle-free. MORE
Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. Your customers want your product to meet their expectations. Everyone is striving to create a good experience, at every level. MORE
If the teams in your organization appear productive, but you’re still having a hard time pushing the needle, the problem might be with how you’re measuring business productivity. The solution: leaders need to shift their focus towards the full picture. You’ll need the commitment of every employee in the organization to use the tool efficiently, otherwise, you’ll find yourself dealing with bad CRM data (Now that will really hinder productivity!). Customer Experience How To MORE
Their goal is to make their customers feel important and serve them well. But most servers are friendly and really try to make your dining experience enjoyable. How Do You Make Your Customers Feel Important? What is the Key to Great Service? Click To Tweet. MORE
I didn’t finish post-secondary university to earn my business degree (BA) nor do I have an MBA. I don’t believe either teach you how to properly fire someone. Whether they do or not, many people I know leading companies and teams haven’t properly been taught how to either. When I read Bob Iger’s book he outlined his philosophy on how to fire someone. . This got me thinking about my own set of rules on how to offboard employees. MORE
You don’t just want to appeal to new customers – you also want to keep your current ones coming back again and again. Not only do returning customers require less introduction to your products and services, but they also tend to spend more than first-time customers, too. . MORE
In the 1994 film Angels in the Outfield, a disembodied voice talked Kevin Costner into building a baseball field with some of the worst marketing advice of all time: “If you build it, they will come.” Success in advocate marketing takes way more than just launching a program. No team of ghostly heroes will materialize. MORE
Five key elements to delivering the best mobile UX and how to use customer feedback to optimize the experience. Guides MORE
We share best practices on how to prioritize customer experience initiatives. Due to limitations in resources, organizations have to prioritize which initiatives to spend their money on. You have to consider which initiatives have the most potential to impact customer effort for your priority customers. Feed generated with FetchRSS MORE
Although I love quotes, especially about how to succeed, I love success even more. One of my favourite quotes on the topic of success comes from Winston Churchill during his address to the Harrow School (UK) during WWII in 1941. How you React to Failure Could Make You a Success. MORE
Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly. The most common way is by sending customer satisfaction (CSAT) surveys, which ask customers to rate their experiences and share open-ended feedback. When to use CSAT. MORE
It is what your customers think it is; its brand image, personality and its value to them. They need to be clear and [.]. The post What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes appeared first on C3Centricity. Your brand is not what you think it is! I was lecturing at Miami University a couple of weeks ago on brand image and personality. These are two vital elements of branding. MORE
According to the news as I write this, it seems that a fifteen (!!!) They might have been able to steal information such as [.]. The post How a Company Reacts to a Crisis Says a Lot About its Customer Centricity appeared first on C3Centricity. In the UK, there was a recent, highly publicised “significant and sustained cyber-attack“ on the Telecom company Talk Talk’s website. year old Irish lad and a 16-year-old Brit may be responsible. MORE
What is customer engagement, how do you measure it, and most importantly how do you improve it? Learn everything you have to know about customer engagement. Feed generated with FetchRSS MORE
Since working more closely with customers is the best way to understand, satisfy and delight them, I am impressed that she is taking co-creation even further. One of my clients, who is following the 50 weekly actions for customer centric excellence described in Winning Customer Centricity, asked me for some further ideas on co-creation. MORE
How to provide the best customer service and support during this unprecedented holiday season. Guides MORE
Subscribe on Apple Podcasts to get new episodes as they become available.”. I know, you probably don’t want to read yet another article about the post-pandemic era, especially when the infection numbers in many countries are once again headed in the wrong direction! MORE
NPS calculation formula and interpretation of data. Articles MORE
A New Year tradition we started here at C3Centricity back in 2011, is to share our most popular brand building strategies and posts of the year. This gives everyone a chance to catch up on our best posts that they may have missed. Is it Time to Do Away with Market Research Departments? . This post shares the highlights of recent research into how market research departments can become true business partners, rather than being viewed as a mere cost center. To Survey. MORE
Always address the point of the argument, NOT, the emotions attached to it. Example: John is upset that his suggestions for improvements to an upcoming project weren’t adopted, so he vents his frustrations about being overlooked or undervalued. Do this before speaking to John again. MORE
It is what your customers think it is; its brand image, personality and its value to them. They need to be clear and consistently represented in all your communications. According to Wikipedia , a brand is: “a set of marketing and communications methods that help to distinguish a company from competition and create a lasting impression in the minds of customers.” A brand needs to have a clear image, personality and equity in the minds of its customers. MORE
Simplifying CX YouTube series video on how to use the CES metric. Videos MORE
How To Related Topics 
C3Centricity
JULY 20, 2020
Although I love quotes, especially about how to succeed, I love success even more. One of my favourite quotes on the topic of success comes from Winston Churchill during his address to the Harrow School (UK) during WWII in 1941. How you React to Failure Could Make You a Success.
GetFeedback
NOVEMBER 1, 2020
How to provide the best customer service and support during this unprecedented holiday season. Guides
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Steve DiGioia
OCTOBER 8, 2020
Their goal is to make their customers feel important and serve them well. But most servers are friendly and really try to make your dining experience enjoyable. How Do You Make Your Customers Feel Important? What is the Key to Great Service? Click To Tweet.
GetFeedback
DECEMBER 26, 2018
Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly. The most common way is by sending customer satisfaction (CSAT) surveys, which ask customers to rate their experiences and share open-ended feedback. When to use CSAT.
Advertiser: ZoomInfo
ZoomInfo has created the following eBook to help other B2B organizations gain insights on how to launch their own data-driven ABM strategy. In this eBook, we will reveal the good and the bad from our own campaign and highlight some key takeaways on how to improve your ABM strategies moving forward.
ShepHyken
SEPTEMBER 26, 2018
Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. Your customers want your product to meet their expectations. Everyone is striving to create a good experience, at every level.
Steve DiGioia
SEPTEMBER 10, 2018
Next comes finding the perfect location to set up shop and after almost a year you’re finished. Sure, you had to get over a few hurdles and you corrected some mistakes but now business is steady. But for how long? Your focus is only on the things that are important to you. But what about the unspoken messages you’re sending to your customers? can a crooked sign ruin your business? This original article was written by Steve DiGioia.
Lumoa
AUGUST 24, 2020
What is customer engagement, how do you measure it, and most importantly how do you improve it? Learn everything you have to know about customer engagement. Feed generated with FetchRSS
C3Centricity
DECEMBER 31, 2018
A New Year tradition we started here at C3Centricity back in 2011, is to share our most popular brand building strategies and posts of the year. This gives everyone a chance to catch up on our best posts that they may have missed. Is it Time to Do Away with Market Research Departments? . This post shares the highlights of recent research into how market research departments can become true business partners, rather than being viewed as a mere cost center. To Survey.
GetFeedback
AUGUST 23, 2020
NPS calculation formula and interpretation of data. Articles
Speaker: Donald Fan, Senior Director of the Global Office of Culture, Diversity & Inclusion at Walmart Inc.
In the digital era, rife with uncertainty and ambiguity, innovation plays an essential role in sustaining organic growth and outperforming the global competition. Research proves time and again, there exists a robust bond between innovation and diversity & inclusion (D&I); our challenge is to help our leaders understand how to plant the seeds of innovation in the fertile D&I garden in order to drive a strategic and competitive advantage from the office and in the digital landscape.
Steve DiGioia
DECEMBER 16, 2019
Time to share a meal with great company, whether family, friends, or coworkers. For them, it’s a time for stress, a time to deal with frantic shoppers looking for the perfect gift, and a time to work long hours with little time for themselves. Remember, they too want to spend time with family et al and have their own shopping to do. Here’s how to be a better retail customer during the holidays. We expect our shopping experience to be: Hassle-free.
GetFeedback
DECEMBER 27, 2018
Even though creating an online survey nowadays is much easier than in the past, that’s not to say all aspects of surveys are easy. Sometimes getting responses can be a difficult task, and without an effective plan for distribution, you may struggle to collect the valuable feedback your organization needs. The distribution plan for your online surveys should put your existing outlets and channels to use while focusing on the goals you’re trying to accomplish.
Steve DiGioia
SEPTEMBER 12, 2016
Now children, we are going to have free time. Each of you will be able to do whatever you want until class is over” said the teacher. Adaptability is rampant to suit the client’s wishes/needs. And the bosses want to be a “friend” to their subordinates. Any great business must run like a movie set where each employee is an actor with a specific role to play. The director, or senior management, sets the tone for all to follow. But to what extent?
C3Centricity
JULY 2, 2016
It is what your customers think it is; its brand image, personality and its value to them. They need to be clear and [.]. The post What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes appeared first on C3Centricity. Your brand is not what you think it is! I was lecturing at Miami University a couple of weeks ago on brand image and personality. These are two vital elements of branding.
Advertisement
Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!
Wootric
DECEMBER 16, 2020
You don’t just want to appeal to new customers – you also want to keep your current ones coming back again and again. Not only do returning customers require less introduction to your products and services, but they also tend to spend more than first-time customers, too. .
Influitive
MAY 16, 2018
In the 1994 film Angels in the Outfield, a disembodied voice talked Kevin Costner into building a baseball field with some of the worst marketing advice of all time: “If you build it, they will come.” Success in advocate marketing takes way more than just launching a program. No team of ghostly heroes will materialize.
C3Centricity
MAY 8, 2016
Since working more closely with customers is the best way to understand, satisfy and delight them, I am impressed that she is taking co-creation even further. One of my clients, who is following the 50 weekly actions for customer centric excellence described in Winning Customer Centricity, asked me for some further ideas on co-creation.
C3Centricity
JULY 2, 2016
It is what your customers think it is; its brand image, personality and its value to them. They need to be clear and consistently represented in all your communications. According to Wikipedia , a brand is: “a set of marketing and communications methods that help to distinguish a company from competition and create a lasting impression in the minds of customers.” A brand needs to have a clear image, personality and equity in the minds of its customers.
Advertiser: Skilljar
In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.
GetFeedback
NOVEMBER 5, 2018
If the teams in your organization appear productive, but you’re still having a hard time pushing the needle, the problem might be with how you’re measuring business productivity. The solution: leaders need to shift their focus towards the full picture. You’ll need the commitment of every employee in the organization to use the tool efficiently, otherwise, you’ll find yourself dealing with bad CRM data (Now that will really hinder productivity!). Customer Experience How To
Helen Dewdney
MAY 13, 2019
How to complain about your train, airline, bus, tube, ferry or cruise. How to complain about buses. How to complain about buses all the info you need. How to complain about trains. Passenger complaints are up (& how you can get redress) Transport Focus announced in February 2018 that their latest National Rail Passenger Survey showed that only a third were happy with their last journey. all you need to know about your rights.
GetFeedback
NOVEMBER 8, 2020
Five key elements to delivering the best mobile UX and how to use customer feedback to optimize the experience. Guides
Kayako
JUNE 21, 2018
Everyone wants it but nobody wants to do it. It’s one of the hardest, easiest things that a company can do to provide stellar support. There’s got to be a better way, right? That being said, we’ve put together a list of 5 mistakes that companies make when imple [link] menting live chat, and how to avoid them. is no easy feat, which means that it can be close to impossible to keep your live chat support operating all the time. Live Chat.
Advertisement
A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.
C3Centricity
NOVEMBER 1, 2015
According to the news as I write this, it seems that a fifteen (!!!) They might have been able to steal information such as [.]. The post How a Company Reacts to a Crisis Says a Lot About its Customer Centricity appeared first on C3Centricity. In the UK, there was a recent, highly publicised “significant and sustained cyber-attack“ on the Telecom company Talk Talk’s website. year old Irish lad and a 16-year-old Brit may be responsible.
GetFeedback
OCTOBER 5, 2020
The common reasons online shoppers abandon their carts and how to overcome them. Guides
C3Centricity
AUGUST 17, 2020
Subscribe on Apple Podcasts to get new episodes as they become available.”. I know, you probably don’t want to read yet another article about the post-pandemic era, especially when the infection numbers in many countries are once again headed in the wrong direction!
Lumoa
JANUARY 30, 2020
We share best practices on how to prioritize customer experience initiatives. Due to limitations in resources, organizations have to prioritize which initiatives to spend their money on. You have to consider which initiatives have the most potential to impact customer effort for your priority customers. Feed generated with FetchRSS
Advertiser: ZoomInfo
Forward-thinking marketing organizations have continuously invested in a database strategy for enabling marketing processes. Download this ebook to learn how to maintain a strategy that includes refreshed information, database cleanses, and an accurate analysis at the same time.
Michel Falcon Experience
DECEMBER 16, 2019
I didn’t finish post-secondary university to earn my business degree (BA) nor do I have an MBA. I don’t believe either teach you how to properly fire someone. Whether they do or not, many people I know leading companies and teams haven’t properly been taught how to either. When I read Bob Iger’s book he outlined his philosophy on how to fire someone. . This got me thinking about my own set of rules on how to offboard employees.
ijgolding
JUNE 16, 2015
Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do! Whilst the title may have been in existence for a while, there is still not a plethora of experienced executives who know ‘what it takes’ to be a successful CCO. This is partly due to the fact that Customer Experience is still in its relative infancy as a profession. Enabling employees to deliver value.
GetFeedback
OCTOBER 8, 2020
Simplifying CX YouTube series video on how to use the CES metric. Videos
Advertiser: ZoomInfo
For marketing teams to develop a successful account-based marketing strategy, they need to ensure good data is housed within its Customer Relationship Management (CRM) software. More specifically, updated data can help organizations outline key accounts for their campaigns. And to begin the targeting process, marketing teams must develop an Ideal Customer Profile (ICP) with appropriate firmographic and behavioral data to ensure they’re going after the correct audience.Download this eBook to learn how to start improving your marketing team's data!
Lumoa
MAY 7, 2019
What is Customer Retention is and how can you improve it? We share the best tips on how to improve Customer Retention and tell you more about other relating KPI:s you can use. Feed generated with FetchRSS
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