ijgolding

AUGUST 9, 2017

In other words, they ‘understand’ what CX is, but do not necessarily think that there is anything that they or their organisation need to do to continuously improve the way they manage CX and educate their people in INTENTIONALLY improving it. Communication. Collaboration. Influencing skills. Relationship skills.

Engagement 226

Engagement Customer Experience Customer Experience Professionals Customer Centricity 226

Lumoa

JANUARY 24, 2024

Have you ever traveled to a country where you didn’t speak the language? If you have, you must know how exhausting it can be to get help with the simplest of requests. CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

C3Centricity

JULY 16, 2018

Your boss expects you to be able to answer all his questions and especially to know your customers. Here are the 13 things your boss is likely to ask you and a handy Checklist to prove to him that you know your customers better than he realises. As you read the post, keep tabs on your answers and share your final score below.

Social Media 120

Social Media Advertising Brands Course 120

C3Centricity

JULY 20, 2020

He said: “Never give in, never, never, never, never” If you are interested, you can read his full speech – which is not a lot longer! He said: “Never give in, never, never, never, never” If you are interested, you can read his full speech – which is not a lot longer! – here.

Innovation 194

Innovation Leadership How To Marketing 194

Lumoa

AUGUST 23, 2021

Just like receiving a text message on your phone, tone allows for interpretation but being able to see facial expressions and read body language can relay a sense of competency and trust among customers. Before we begin, we’d like to acknowledge the reality that COVID-19 is still an active pandemic. What have we learned during COVID?

Customer Experience 236

Customer Experience Social Media Video Analytics 236

C3Centricity

JUNE 5, 2019

Almost all brands use their own brand image data in a very basic way, but there is so much more that can be done with the information, even without harnessing AI to do it for you! However, what is even more important is how you analyse the data once you have it. This is exactly what happened to me last month. Business Growth.

Brands 159

Brands Social Media Advertising Measurement 159

C3Centricity

DECEMBER 8, 2017

” I am often quoted as saying this and yet I still find most companies spend more time thinking about their brands than their customers, which is alarming to say the least! Last week I spoke about identifying the exact category in which you are competing. Become the category captain/leader in Retailer Z.

Meeting 120

Meeting How To Social Media Brands 120

GetFeedback

MARCH 20, 2019

You do this by gathering and analyzing customer insights and identifying trends and strategies to improve customer experience. This becomes even more problematic when you consider that poor customer experience is costing U.S. And in two years time, 81% say they expect to be competing mostly or completely on the basis of CX.

Customer Voice 210

Customer Voice Net Promoter Score Customer Centricity Competitive Advantage 210

Lumoa

FEBRUARY 9, 2023

Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. How do you take action on customer experience? The focus on enhancing customer experience has gained traction in recent years. Listen to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Beyond Philosophy

SEPTEMBER 7, 2023

Understanding how customers evaluate pricing can help you correctly price your products or services. So, today, we will talk about three simple tactics you can use to maximize your pricing to gain profit. It’s the expectation you’re bringing to a price evaluation based on your experience. Sale prices do, too.

Comparison 88

Comparison Retail Examples Customers 88

Customer Bliss

JUNE 30, 2016

I’d never claim in reality that you can ‘hack’ the system in 17 seconds. I named my podcast The Chief Customer Officer Human Duct Tape Show for just that reason: in this work, you’re typically the ‘duct tape’ of your organization. Customer Experience Strategy, Level 1: The Five Competencies.

Strategy 154

Strategy Customer Experience Chief Customer Officer Leadership 154

C3Centricity

MARCH 18, 2020

Well, as you yourself know, marketing IS fun, but it’s also a lot of hard work, often close to 24/7 on some occasions. If you work in marketing, you already know the 5Ps – people, place, product, price and promotion. If you can’t give all these details about your customers, then you’re in serious trouble.

Marketing 156

Marketing Advertising Brands Consumers 156

Playvox

JULY 12, 2022

You tried assigning her to live chat, but she earned poor CSAT scores, so you moved her to email. You choose one of her recent email responses to a customer and settle in with your QA scorecard to see how well she did. . Related Article: 11 Customer Service Skills You Should Be Hiring For. Writing Well is Difficult.

Strategy 78

Strategy Contact Center Feedback CRM 78

BirdEye

JUNE 20, 2023

If you want your products to feature in the top results, it is important to employ the best strategies to improve your Google Shopping rank. As you can see in the image above, every product-related search query on Google returns two sets of results – sponsored and featured. What is a paid vs. organic Google Shopping listing?

How To 98

How To Guidelines Advertising Ecommerce 98

ijgolding

JANUARY 18, 2018

One of the reasons that I have this hope, is that the United Arab Emirates (UAE) is also a very interesting case study for transforming customer centric thinking. I don’t know about you, but I can think of a number of countries (including my own) that should take note of something like this.

Customer Experience 0

Customer Experience Government Customer Centricity Case Study 0

Beyond Philosophy

SEPTEMBER 17, 2020

Do you still have the box your phone came in? Chances are if you own an iPhone, you probably do. It turns out that the use of color and package design, among other aesthetic elements, affects customer behavior more than you might think. . Apple users often hang onto the box their iPhone came in.

Fashion 163

Fashion Financial Study Report 163

Playvox

FEBRUARY 27, 2024

How do you keep your best employees engaged, motivated, and empowered? fall into the “engaged” category. Do you have the right strategies, processes, and tools in place to make your agents high performing and motivated to create an engaged workforce? In a buyer’s market, what is the future of workforce engagement?

Engagement 73

Engagement Contact Center How To Employee Engagement 73

C Space

DECEMBER 2, 2021

Of course, competition can still come from other categories that can address similar customer needs or “jobs to be done.” But it may also come from categories that compete for the same customer resources, such as money and time. The Silk Roads were once the most important trade routes in the world.

Airlines 52

Airlines Travel Entertainment Culture 52

West Monroe

APRIL 17, 2024

analytical thinking, detail orientation) and skill profiles of workers in a digital and data-driven factory—and then update talent acquisition strategies accordingly. These fall into three categories: strategy, operations, and talent. Many also do so during employee onboarding. All require intentional design and investment.

Leadership 59

Leadership Culture Competitive Advantage Study 59

Customer Bliss

FEBRUARY 11, 2016

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Embedding competencies into the organization will disrupt their deeply rooted silo-based operations, their definitions and metrics for success and organizational habits. Attitude Shift Required for CX Transformation.

Chief Customer Officer 100

Chief Customer Officer Leadership Resources Culture 100

BirdEye

SEPTEMBER 6, 2023

Here are some sample questions you can use to build your survey template. On a scale of one to five, how would you rate your overall satisfaction with our product/service? On a scale of one to five, how would you rate your overall satisfaction with our product/service? Overall, how would you rate the quality of our products?

Survey 59

Survey Marketing Comparison NPS 59

BirdEye

APRIL 9, 2021

If you’re seeking to leverage Google My Business to generate leads, it’s imperative that you optimize your listing. In this post we’ll share all of the tools you need to help attract more customers through Google My Business. . Consumers now plan ahead about when and where to shop, and this trend isn’t going away anytime soon.

Consumers 98

Consumers Trends Guidelines Software 98

Beyond Philosophy

DECEMBER 16, 2021

However, it is also a losing strategy when you are working at winning over customers from the competition. We discussed this challenge on a recent podcast ; I thought we could cover it here too for those of you with a similar problem. . Instead, you have to make yourself distinctive. . Humans are social creatures.

How To 97

How To Groups Competitive Advantage Strategy 97

Beyond Philosophy

SEPTEMBER 13, 2019

I’ve got a hypothetical question for you. Now before you destroy my self-esteem with your answer, I have a follow-up question. How did you come to that determination? . So, how did you arrive at your number? Then, based on that comparison, you assigned me a number. (It In other words, it is a stereotype.

Banking 130

Banking Exercises Groups Study 130

2020 Research

MARCH 28, 2023

Watch the webinar Are you ready to take your qualitative research to the next level? Does this thinking concern you, given that both are very different methodologies? What do you tell clients who need to rush a qualitative study? How have things differed by category?

Gamification 52

Gamification Study Healthcare Groups 52

2020 Research

MARCH 28, 2023

Watch the webinar Are you ready to take your qualitative research to the next level? Does this thinking concern you, given that both are very different methodologies? What do you tell clients who need to rush a qualitative study? How have things differed by category?

Gamification 52

Gamification Study Healthcare Groups 52

GetFeedback

SEPTEMBER 20, 2019

How do you get loyal customers? In recent years, research by CustomerThink, Forrester, and Gartner have found at least 70% of business leaders believe CX will help their companies differentiate in a world where products and services are increasingly commoditized, and competing based mainly on price is not a viable long-term strategy. .

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

Playvox

JANUARY 30, 2024

fall in the “engaged” category. It involves adding elements of games (think of the best video games or apps) to non-game activities such as working and delivering customer support. It involves adding elements of games (think of the best video games or apps) to non-game activities such as working and delivering customer support.

Gamification 79

Gamification Contact Center Training Feedback 79

CSM Magazine

JANUARY 19, 2023

Contact centres are giant candy stores full of rich, tempting data but how do you choose and where do you begin? There are several steps you can take to manage the gold mine of sweets, well, data coming in and out of the contact centre: 1. I remember the good old days when sweet shops existed on every street.

Data 52

Data Self Service Chatbots Call Recording 52

Customer Bliss

MARCH 2, 2018

Are you considering applying for the role of Chief Customer Officer (CCO)? If so, you’ve probably already worked in customer experience leadership in some capacity, and have a reasonably clear concept of what an organization is looking for in a CCO. Will You be Supported in Your CCO Role? . Click To Tweet.

Chief Customer Officer 189

Chief Customer Officer Leadership Case Study Resources 189

Currency Alliance

APRIL 15, 2024

It allows you to set the points value, to see and control access to all the data, and to sell points to other brands for incremental revenue. If they think they can earn at least $25 per year, they are likely to join. Many people assume that operating a loyalty program necessarily implies issuing your own loyalty points or miles.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

ChurnZero

OCTOBER 5, 2022

While it may be tempting to resort to Hail Mary tactics (such as deferred payments and discounts) to reduce churn, you must instead focus on sustainable and scalable retention strategies. The solution: a robust customer health scoring program , one of the core competencies in Valuize’s ValueXperience framework.

Metrics 94

Metrics B2B NPS Measurement 94

C3Centricity

MAY 1, 2018

He said: “Never give in, never, never, never, never” You can read his full speech – which is not a lot longer! Hearing this quote got me thinking about failure. Now whereas I don’t feel qualified to advise you on your private life, I do feel sufficiently knowledgeable to speak about business.

How To 120

How To Innovation Leadership Meeting 120

C3Centricity

AUGUST 20, 2017

Do you know how you’re going to beat the competition in 2018? So what have you promised your top management? As you know, there are basically only three ways to grow your sales: Get more people to buy. So, how well do you know your current and potential customers? Higher Growth. Be different!

Innovation 120

Innovation Competitive Advantage Meeting Strategy 120

Andrew Mcfarland

MARCH 24, 2023

A powerful method to help you understand your business’s strengths, weaknesses, opportunities, and threats is a SWOT analysis. Simply put, it is a method that can help you evaluate the current situation by looking at external and internal factors. When and why should you conduct a SWOT analysis? What is a SWOT analysis?

Analysis 48

Analysis Tips Trends Government 48

Chadwick Martin Bailey

JUNE 28, 2019

You know it’s time for a new segmentation when significant category disruption is occurring. A successful category segmentation does more than pinpoint your primary and secondary target customers. Common category disruptors: A new competitor is shaking up the category or maybe it’s you entering a new category.

Wireless 55

Wireless Entertainment Financial Leadership 55

ShepHyken

JUNE 10, 2019

I have added my comment about each article and would like to hear what you think too. If you’re going to follow up the customer purchase with a survey, remember that the survey now becomes the last touch-point the customer experiences – make sure it doesn’t erode a good customer experience.

Customer Service 109

Customer Service Survey Case Study Training 109