C3Centricity

MARCH 25, 2024

What they all need is a strategic growth blueprint. So I decided to do just that with this post, but first a warning; customer understanding is being lost! But there is something that you can do to increase the ROI of your spending, which is something the C-suite has long demanded of marketing departments.

Marketing 226

Marketing ROI Analysis B2C 226

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game.

Self Service 208

Self Service Customer Journeys Feedback Analysis 208

InMoment XI

MAY 25, 2023

The customer experience (CX) is crucial for any business that wants to succeed in today’s highly competitive market. Customer experience is every interaction your customers have with your company at any point. That experience affects how they view your organization and products, as well as their loyalty.

Customer Experience Design 484

Customer Experience Design Customer Experience Customer Journeys Competitive Advantage 484

Zeisler Consulting

JANUARY 9, 2024

It’d be a little melodramatic (not beyond me, mind you) to call it the bane of my existence , but yes it’s a bit of a task that complicates my days: Explaining, when I say I’m “in CX” or that I “do CX” that, no, I’m not a ‘contact center guy.’ I don’t do Customer Support or Service. a failure of CX).

Contact Center 93

Contact Center System Customer Care Brands 93

Lumoa

OCTOBER 20, 2022

This article will explore the key components of customer experience and how you can use them to scale your business. This is because happy customers are less likely to churn and more likely to continue doing business with you. In addition, they’re also more likely to refer others to your company. Let’s look at banks.

Customer Experience 305

Customer Experience Banking Customer Retention Customer Satisfaction 305

Experience Investigators by 360Connext

MARCH 23, 2021

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. Five Ways Leaders Accidentally Sabotage CX — And What to Do Instead. Really getting to know your customers can go a lot further.

Customer Experience 271

Customer Experience Contact Center Customer Journeys Metrics 271

CX Accelerator

OCTOBER 28, 2020

Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. Let’s look at what the CX Accelerator community came up with. But what can I say?

Culture 281

Culture Customer Centricity Video Groups 281

C3Centricity

MARCH 21, 2024

So I decided to do just that with this post, but first a warning; customer understanding is being lost! But there is something that you can do to increase the ROI of your spending, which is something the C-suite has long demanded of marketing departments. According to research by BurtchWorks , 20.7% years in their position.

Marketing 156

Marketing ROI Analysis B2C 156

Zeisler Consulting

MAY 28, 2024

I’ve been thinking lately about what causes CX to go south. Well, okay, I do that a lot anyway. After all, as I’ve written previously, CX is really just an excuse to do Process Engineering , right? That’s when we get into the problems with your policies.

Policies 93

Policies System Brands Customer Care 93

Experience Investigators by 360Connext

NOVEMBER 16, 2021

They don’t care what your reports look like. How can you set up your organization for success when it comes to feedback programs? 5 Ways to Make the Most of Your Customer Feedback Program. Set your feedback program strategy. . It’s a waste of time for you and your customers. . They want action.

Feedback 367

Feedback Customer Journeys Net Promoter Score NPS 367

Experience Investigators by 360Connext

MAY 11, 2021

After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. CX has been happening as long as your organization has existed — with or without your attention and intention! CXM requires four key elements: CX Strategy. Technology and Tools.

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

ImprintCX Articles

JUNE 3, 2024

Q: What is the number one lesson you have learned during your CX career journey that you use on a regular basis, that you believe all CX professionals should know? To be a successful CX leader you need to act like a catalyst, not a crusader. Q: What has been your biggest pain point in driving CX?

Self Service 52

Self Service Conference Hotels Exercises 52

Bill Quiseng

JULY 5, 2023

Take the perspective that your customers complain because they want to help your business. But they are always your customer. Do whatever it takes to make them feel right. Angry or frustrated customers generally will not listen to or accept your apology until they have an opportunity to voice their frustrations.

Customers 153

Customers Customer Experience Company Customer Satisfaction 153

Zeisler Consulting

APRIL 30, 2024

I realized immediately when I tried them on just after they were delivered that the size was wrong. See, it’s not so much a matter of FedEx competently returning my package to the shoe company, which they were able to do with great dispatch. One thing they did do is set the expectation of how long this would take: 14 to 20 days.

Communication 93

Communication Course Resources System 93

InMoment XI

JUNE 14, 2022

We are all competing in the End User Era now. And it’s all happening at lightning speed.”. This approach goes all-in on end user ease and productivity to drive growth, and is a radical shift away from the acquisition growth model so familiar in the software industry. This is where CX metrics are so valuable.

Metrics 260

Metrics Net Promoter Score Effort Score NPS 260

Experience Investigators by 360Connext

APRIL 2, 2024

Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. <- Is your content accurate and updated?

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

Lumoa

APRIL 18, 2023

Your organization probably already collects data in many of these categories: Customer metadata (age, location, etc) Product and website usage patterns Survey data (Net Promoter Score, customer satisfaction, etc.) Let’s explore how you can use analytics to revolutionize your customer experience. Think about it.

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

Kerry Bodine

OCTOBER 20, 2021

Here’s how I define customer experience: It’s your customers’ thoughts, emotions, and perceptions about their interactions with your organization. So how exactly do you get from smooshy feelings to cold hard cash? Business outcome: Your organization’s revenue increases. Fluffy even. Quite quickly, as it turns out.

Customer Experience 227

Customer Experience B2C Hotels B2B 227

Experience Investigators by 360Connext

APRIL 2, 2024

Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. <- Is your content accurate and updated?

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

Lumoa

JANUARY 9, 2018

CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. We were curious to know what CX professionals should pay attention in the coming year and asked the leading CX experts for their opinion.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

CX Accelerator

OCTOBER 28, 2020

Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. Let’s look at what the CX Accelerator community came up with. But what can I say?

Culture 182

Culture Customer Centricity Video Groups 182

Lumoa

MAY 19, 2020

While the potential revenue losses are enough to get any CEO’s attention, many companies still aren’t making CX a priority. Many people in your position feel like they face an uphill battle when trying to justify a customer experience program to a CEO. Describe the situation and the business objectives your proposal will impact.

How To 259

How To Multi-Channel Return on Investment Strategy 259

Lumoa

APRIL 21, 2022

It was the most “liked” question during our recent webinar – “Using Insights to Hear Your Customers, Engage Your Employees, and Improve Your Profits”. What will your answer be? That’s all very nice and as CEO that’s what you’ll be expected to say, and what you’ll want your people to hear. The wrongs.

How To 208

How To Self Service Banking Customer Satisfaction 208

ShepHyken

SEPTEMBER 12, 2023

As customers, we appreciate it when someone we’re doing business with does more than we expect. As he walked through the restaurant, all the customers who had been watching him through the window gave him an enthusiastic round of applause. You don’t want to lose them, so don’t expect them to do more and don’t be upset when they don’t.

Customer Service Training 146

Customer Service Training Customer Service Training Customer Experience 146

CX Accelerator

APRIL 1, 2022

I desperately wanted to restore the customer’s hope and trust in our service and to keep them from canceling — if at all possible. I don’t want your money. I depend on your service to run my business so I need it to work. But let me just acknowledge that these are all valid concerns. The Fear of Oversharing.

Tips 266

Tips Contact Center Communication Connections 266

Experience Investigators by 360Connext

AUGUST 19, 2020

I don’t say this to shame anybody, but to highlight it’s so easy for all of us to do. There’s nothing wrong with the SMART methodology, in fact it can be really helpful! Your outcomes have to relate back to your overall business and leadership goals . But what does Measurable really mean?

Customer Experience 265

Customer Experience Net Promoter Score NPS Effort Score 265

CX Accelerator

FEBRUARY 6, 2019

Last week, Brittany Naylor (Vice President of Customer Support for Service Direct) queued up a wonderful topic in our CX Accelerator slack channel. Of all the effort-reduction pillars, this might be the number one way to enhance customer loyalty from the contact center! Is this a practice within your support environment?

Contact Center 206

Contact Center B2C Ecommerce Knowledge Base 206

CX Accelerator

MARCH 16, 2020

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? What’s wrong with the traditional terms? Are you sold? And are new titles any better?

Contact Center 228

Contact Center Communication Groups Customer Service 228

Seaton CX

JANUARY 18, 2023

Because it’s January, and mobsters are more interesting than the annual performance reviews hanging over your head like a cartoon anvil, ready to crush you with 10,000 lbs of monotony. Leo : You do anything to help your friends, and anything to kick your enemies. Tom : Wrong, Leo. You do things for a reason.

Analysis 83

Analysis Sports Hospitality Travel 83

Experience Investigators by 360Connext

JULY 26, 2022

CX teams that collaborate cross-functionally are 27% more likely to have a high or very high Return on Investment (ROI) of their CX program , according to the 2022 State of CX Report from GetFeedback. A lack of a universal view of CX means that any buy-in gained requires a lot of definition and communication with each leader.

Customer Journeys 143

Customer Journeys Sports ROI Return on Investment 143

Kerry Bodine

FEBRUARY 2, 2022

I promise all we want is to make you as happy as possible.” . So, it’s understandable that we all, from time to time, revert to quick distinctions and delineations between us and them : We are the human customer with needs and goals, and they (anyone not us ) are the bots here to serve us. Of course we do. So do me a favor.

Connections 149

Connections Retail Course Management 149

Beyond Philosophy

AUGUST 22, 2020

Without the guide of “right” and “wrong” to direct us, we weigh the pros and cons and do the best we can. However, our brains can thwart our best efforts for an optimal outcome by focusing on the wrong things. Focalism is a reason we often make mistakes. Key Takeaways. Recommended Actions.

System 135

System Groups Consulting Customer Experience 135

Innovative CX

OCTOBER 13, 2023

Journey Mapping Surveying customers (VOC) Creating ROI’s Hiring CX “program” managers Engaging CX consultants Buying technology Attending CX conferences Listening to CX webinars and podcasts Reading the latest “how to do CX” book. These 10 elements are proven tactics for better CX. Data collection.

Customer Experience 59

Customer Experience Conference Customer Journeys NPS 59

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Companies Will Focus as Much – Maybe More – on Employees as They Do on Customers – With the employment issues that many companies are experiencing, we must do as much for our employees, if not more, than we do for our customers.

Self Service 137

Self Service Customer Experience Customer Service B2C 137

Experience Investigators by 360Connext

OCTOBER 4, 2017

The first week of October is both Customer Service Week and the week of CX Day! This week of celebrating success through CX and better customer service is an important reminder that we all serve a role in this. But customer service has a special place in the way a customer feels about your brand! Here are a few ideas.

Customer Service 181

Customer Service Social Media Innovation NPS 181

ClearAction

DECEMBER 26, 2022

CX Index: Cracking the Code in Your Customer Experience Strategy Lynn Hunsaker. The CX Index measures customer experience among brands in 13 industries. 1 Accordingly, the CX Index teaches us a lot about what is ineffective in popular CX practices. Interestingly, the CX Index is simple: CX Quality.

Strategy 71

Strategy Customer Experience Policies Loyalty 71