Customer Bliss

NOVEMBER 26, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? From time to time, as a customer, you might feel like you don’t seem to. You matter.

Hospitality 254

Hospitality Chief Customer Officer Course Video 254

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Seriously – your sons are both very polite and I appreciate it!” And I’ll admit I’m proud of us for helping them be that way. Humans like to feel appreciated. Our customers provide us all the success of our businesses. So let’s get proactive about how we thank customers.

How To 372

How To Airlines Social Media Tips 372

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

Software 243

Software Culture Customers Customer Experience Professionals 243

ijgolding

JANUARY 28, 2018

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. Yet to have the ability to achieve that goal, is it necessary to put your employee one notch above the customer?

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

ShepHyken

MARCH 11, 2022

and the author of the new book Employees First! Inspire, Engage, and Focus on the HEART of Your Organization. She shares the five ways to treat employees like customers and become a company where people want to work. The power has shifted from employer to employee. Give Employees a Voice.

Employee Experience 91

Employee Experience Hospitality Customers System 91

Experience Investigators by 360Connext

NOVEMBER 22, 2022

Seriously – your sons are both very polite and I appreciate it!” And I’ll admit I’m proud of us for helping them be that way. Humans like to feel appreciated. Our customers provide us all the success of our businesses. So let’s get proactive about how we thank customers.

How To 143

How To Airlines Social Media Tips 143

Beyond Philosophy

JUNE 15, 2023

Your brand is in a relationship with your customers. Like any relationship, some of them are healthy while others are not. To help yours be more beneficial than not, we have five rules about how to build strong brand relationships with your customers. Deliver on your promises.

Brands 145

Brands Banking Insurance Conference 145

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. In my experience, many organizations fail to evoke a specific customer emotion. In my experience, many organizations fail to evoke a specific customer emotion. Researchers who study emotions are specific.

Connections 88

Connections Loyalty Brands How To 88

Customer Bliss

NOVEMBER 29, 2019

As we take time to relax, spend time with our families, or ponder on how to best close out the fourth quarter, I’d like to share a few words with you. Treat others as you want to be treated. When you honor your customers and employees, they tell your story for you. View this post on Instagram.

Leadership 183

Leadership Measurement Company Marketing 183

Customer Bliss

JULY 24, 2018

Caring was found to inspire helpful behaviors, which seems logical — and foundational. And as employees , we are drawn to companies that allow us to do so. As customers, we become emotionally attached to companies who consider our lives when they make decisions. We are programmed to care. What is Care? Care [ker].

Employee Engagement 161

Employee Engagement Tips Customer Satisfaction Conference 161

Kayako

MAY 30, 2017

You’ve read all the classic books on customer service— Delivering Happiness by Tony Hsieh, How to Win Friends and Influence People by Dale Carnegie, and more. But now you don’t need to spend hours reading another book, unless you’d like that. Videos to motivate a customer-centric business. What if customers become friends?

Loyalty Programs 184

Loyalty Programs e-support Self Service Video 184

Customer Bliss

MAY 25, 2018

As you may know, I’ve just released a new book, Would You Do That To Your Mother? The Make Mom Proud Standard for How to Treat Your Customers – and I’m excited to show you the inside of the book and its components in the video below. In “Would You Do That to Your Mother?”

Culture 277

Culture Customer Experience Hotels Policies 277

Beyond Philosophy

JUNE 1, 2023

Organizations don’t think enough about the context in which a customer enters the experience. Most believe that every customer is the same. However, understanding the context in which your customer has your experience is critical to your customer strategy. Context is everywhere.

Call Center 78

Call Center Retail Course Customer Experience 78

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

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This leaves you with more uncertainty about CX than you had at the start of your research. . This leaves you with more uncertainty about CX than you had at the start of your research. .

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Blake Morgan

AUGUST 15, 2023

               In customer experience integrating innovation and personalization is key. Inspirato focuses on creating a compelling customer experience, and through that satisfied customer they get new customers. It boils down to their customer focus which builds trust, empathy, and genuine connection.

Customer Experience 52

Customer Experience Case Study Hospitality Innovation 52

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

Russel Lolacher

APRIL 20, 2021

Internal podcasts are a great tool for communications and to engage your employees. It’s like having your very own company culture radio station. Many organizations are looking at podcasting to focus on a more niche audience: their employees. Ways to Better Engage Your Employees. I love that.

Engagement 122

Engagement Culture Entertainment Communication 122

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. But what about serving employees? Employee engagement hovers around 9,000.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Customer Bliss

JUNE 4, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? We need more families like yours.” ” Celebrate Kindness, Retain Employees.

Chief Customer Officer 149

Chief Customer Officer Video Innovation Course 149

Experience Investigators by 360Connext

DECEMBER 15, 2014

For leaders to make smart decisions about who the best, most loyal and most profitable customers are, they need to understand the makeup of the customer population. This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. How do you gauge customer value?

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Reichheld’s inspiration for the book was his frustration about the misuse of the NPS system.

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

ShepHyken

JUNE 21, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Do Your Rewards Rock? Do your rewards hit the “must-have” mark that turns casual customers into brand fans? by Tom Ryan.

Rewards Programs 79

Rewards Programs Customer Service Loyalty Programs Loyalty 79

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. However, today, this concept is essential and might be what saves your experience at a time when experiences need saving. Employee Experience is not a fad. Or will they pay them to work and stay out of all that?

Employee Experience 78

Employee Experience Comparison Leadership Culture 78

Customer Bliss

OCTOBER 30, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Make Hiring Your Most Important Decision. Make hiring your most important decision.

Case Study 256

Case Study Study Hotels Chief Customer Officer 256

ReviewTrackers

AUGUST 24, 2020

There is a vital shift happening in the business world: a growing class of savvy, empowered consumers are demanding more options, fairer prices, and better interactions across the entire customer journey. As a result, businesses across a wide range of industries are being compelled to adopt a more customer-centric approach.

Customer Experience 124

Customer Experience Multi-Channel Social Media Touchpoint 124

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. Whether you receive enthusiastic praise or face critical remarks, we’ll give you relevant examples and know-how to make your every response count.

Feedback 155

Feedback Effort Score Social Media Customer Satisfaction 155

Beyond Philosophy

JUNE 11, 2021

In my early career, I never thought I could fire a customer. I felt like if a customer wanted to be a customer, I should let them. Now, I believe that the customer relationship goes both ways and customers that aren’t treating your organization or employees well should get sacked.

Net Promoter Score 99

Net Promoter Score Airlines Resources Banking 99

Customer Bliss

APRIL 11, 2018

These actions are explored in my upcoming book, Would You Do That To Your Mother? They earn genuine and caring bonds between employees, customers, and companies—and earn ardent admirers and organic business growth. Customers become the engine that grows the business.

Company 209

Company Hotels Insurance Banking 209

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 64% have made future purchases from a company’s competitors after experiencing poor customer service.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Customer Enthusiast

OCTOBER 1, 2018

With ACV, the insurer pays to repair or replace your roof, less your deductible and depreciation for the age and type of roof. But with RCV, the insurer pays all costs to repair your roof, less your deductible, without factoring in depreciation. The difference is significant. Rather than feeling informed, I felt duped.

Insurance 133

Insurance Policies Financial Communication 133

CSM Magazine

JANUARY 24, 2022

Salon customer service is one of the most important parts of running a successful business. It’s an important factor customers pay attention to when assessing your salon. Customer service in the salon starts from the moment the customer sets foot at your doorstep. Why is Salon Customer Service Important?

Tips 52

Tips Customer Service Loyalty Programs Exceptional Customer Service 52

CX Journey

NOVEMBER 14, 2018

To compete in today’s market, companies have to go beyond providing excellent customer service. Companies like Apple have dominated the experience economy by making everything from the website to stores to packaging an Instagram-worthy event. Know your customer. Show customers you appreciate them.

Customer Experience 90

Customer Experience Contact Center How To Guidelines 90

Customer Bliss

MAY 1, 2018

Companies that would make your mom proud prove with their actions that they have their customers’ best interest in mind. This is at the heart of companies that grow most organically—earning ardent admirers who grow their business for them. They earn a bigger piece of the pie, because they improve customers’ lives.

Innovation 160

Innovation Leadership Customers Travel 160

Customer Bliss

MAY 15, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Do you believe customers are assets or cost centers? Customers Expect to Be Known.

Case Study 164

Case Study Chief Customer Officer Video Course 164

Help Scout

JUNE 17, 2021

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. To wow your customers and drive loyalty, you need to represent both stability and those moments of amazement.

Examples 120

Examples Customer Experience Hotels Banking 120

Steve DiGioia

APRIL 18, 2016

You chase after your customers, hoping to be liked so they buy your product. In your eyes they can’t do anything wrong, you bend over backwards and give freebies to these blood sucking customers of yours. You do all you can to make them happy…. So you look the other way and let them slide….

How To 100

How To Sports Hotels Advertising 100