InMoment XI

SEPTEMBER 20, 2023

Many retailers, including Matalan, The Range, and Boohoo, have a significant number of Passives among their customer base. If you’d like to find out more about the study and how you compare to others in the retail sector, book your meeting here!

Net Promoter Score 195

Net Promoter Score Retail NPS Government 195

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. With a company like Airbnb, which has 2 sets of customer bases to appeal to, customer listening becomes more complex.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer Books NPS 203

ChurnZero

DECEMBER 2, 2022

If (nearly) missed targets are becoming the norm, it might be time for you to dust off and revamp your customer segmentation strategy. Re-segmenting your customer base is a natural evolution of your company, product, and team’s growth. How to transition your CSMs’ book of business with Alli Tiscornia, CCO, ChurnZero.

Books 98

Books Webinar Chief Customer Officer Customer Base 98

CSM Magazine

MARCH 28, 2025

Companies from other industries can take a page out of casinos books and begin segmenting their customer base so they can create tailored experiences to meet the needs of different groups.

2029 52

2029 Customer Service Exceptional Customer Service Hospitality 52

Customer Bliss

MAY 9, 2018

So, ponder this: What would change in your company if every executive meeting started with “Did we earn the right to customer growth?”. By segment of your customer base, how many new customers were acquired, in whole numbers – volume and value? How would company act if every customer were your mom?

ROI 245

ROI Customer Experience Leadership Measurement 245

Customer Bliss

DECEMBER 22, 2016

We had the privilege of interviewing the pioneer of the Chief Customer Officer (CCO) role, Jeanne Bliss who held the first ever CCO role at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Corinium: How would you describe the evolution/progression of the Customer Experience in the last 12 to 18 months?

Chief Customer Officer 0

Chief Customer Officer 2017 Social Media Leadership 0

Beyond Philosophy

SEPTEMBER 10, 2015

For my last corporate gig, I always said, “Happy people give you happy Customers.” Based on the findings by Foresee, I might now amend that to say, “Happy People give you Happy Customers that spend more money!” Are your Customer Experience and Employee Experiences combined and complementary? Who doesn’t want that?

Engagement 167

Engagement Employee Experience Retail Consulting 167

Thematic

MARCH 30, 2025

A strong customer insights framework groups customers based on behavior, preferences, or lifecycle stage—and then delivers tailored experiences to each group. They offer built-in features like sentiment analysis and theme detection, so teams can get value from customer feedback without writing a single line of code.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Customer Bliss

MAY 15, 2019

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? Alaska Airlines , for example, resists industry practices that signal to customers that they’re undervalued. ” Not, “We value you when you pay more.”

Chief Customer Officer 164

Chief Customer Officer Airlines Hospitality Loyalty Programs 164

CloudCherry

MARCH 19, 2019

DBS distinguishes between digital and traditional customers and analyzes costs related to transactions, services, and customer acquisition alongside income per customer. This enables the bank to compare the CIR, share of profit, and ROE contribution of both customer groups. The takeaway? Be patient, but start now.

Financial 218

Financial Metrics Customer Journey Mapping NPS 218

Very Best Service

FEBRUARY 8, 2025

This article delves into industries particularly well-suited for social customer service, exploring the reasons behind their success and highlighting best practices that set the standard. This proactive approach not only addresses immediate concerns but also fosters customer loyalty in a highly competitive market.

Customer Service 52

Customer Service Social Media Healthcare Hospitality 52

Beyond Philosophy

DECEMBER 8, 2014

One of the several drivers of change for Carter Machinery was the realization their business model is changing as the result of more expansive product lines and an increasingly diverse customer base. The way we did business years ago with a small base of customers was one-on-one, face-to-face, and we knew them intimately.

Engagement 142

Engagement 2014 Employee Experience Customer Experience Management 142

Beyond Philosophy

FEBRUARY 10, 2020

Experience Growth: This type uses the Customer Experience to foster customer-base increases in the organization. By providing an experience that meets the needs of customers and potential customers, the organization increases its sales. Calculate whether that unmet need will help you gain growth.

2020 172

2020 Hospitality Return on Investment Telecommunications 172

GetFeedback

SEPTEMBER 2, 2019

Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more. 1: Human Experience is Greater Than Customer Experience. Article No. ’ Article No. In the Inc.

2019 210

2019 Article Net Promoter Score Financial 210

Beyond Philosophy

NOVEMBER 10, 2014

According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively. That’s a much bigger chance that you are going to get to yes if you have a loyal customer base to ask for the order.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

ChurnZero

AUGUST 5, 2022

If you’ve been in Customer Success for some time, you’ve likely worked on a team where the measure of one CSM for every $1 million ARR was a defining metric to build a CSM’s book. It assumes all customers are of equal value to the business. Use a bottom-up approach to establish CSM book size and coverage ratio.

Customer Success 98

Customer Success Management Touchpoint Books 98

Customer Bliss

MARCH 30, 2016

In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. Aided listening. Experiential listening.

Social Media 195

Social Media Leadership Customers Brands 195

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is consistently helping his clients create a magical customer experience like Disney.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

BlueOcean

FEBRUARY 22, 2024

A partner who takes the time to delve into the intricacies of your unique business goals, KPIs, and customer expectations is one that is committed to delivering not just a service, but a tailored solution that aligns seamlessly with your overarching objectives.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

ShepHyken

SEPTEMBER 3, 2019

Customer Centricity in Business. Building a Customer-Centric Company with Long-Lasting Value. They discuss their new book, The Customer Centricity Playbook , and the “ Customer Centricity Manifesto ,” which teaches individuals and organizations how to build a customer-centric culture.

Customer Centricity 98

Customer Centricity Loyalty Programs Loyalty Metrics 98

CSM Magazine

JANUARY 3, 2025

Challenges Faced by Traditional Customer Support Teams Despite its importance, traditional customer support systems often struggle to meet the demands of a multilingual customer base. High Costs: Hiring and training multilingual staff is expensive and time-consuming.

2025 52

2025 E-support Customer Satisfaction E Commerce 52

Beyond Philosophy

MAY 19, 2015

As part of a larger global project with Caterpillar, we recently awarded one of their largest dealers, Carter Machinery , the “Excellence in Customer Experience for 2014.” Caterpillar wants to unite their expanding business and Customer base with a unified approach to Customer Experience. Click HERE to enroll today.

2014 148

2014 2015 Books Call Center 148

Comm100

NOVEMBER 15, 2022

Book a call today with Comm100 today to explore partnership options and we’ll sweeten the deal with a free gift box. Grow customer base. The number one benefit of integrating digital channels into a contact centre platform is the ability to grow its customer base. Increase deal size. Next steps.

Omnichannel 98

Omnichannel Social Media Books Communication 98

ShepHyken

FEBRUARY 13, 2019

One of my favorite gifts I ever gave was a book by a friend’s favorite author. But not just any book. I found a first edition autographed copy of the book. A customer appreciation event: These can be fun yet also expensive. And if you have a national or international customer base, it won’t be practical.

Fashion 127

Fashion Books Events Customer Service Training 127

Customer Bliss

JANUARY 14, 2016

He has led customer success at Adobe since 2007. For Adobe’s business I’ve always been a strong advocate regarding Adobe’s customers being more than numbers on a page, metrics of revenue bookings, or dollars on a balance sheet. That said, Adobe is a company with deeply passionate customers, and we knew we needed to do more.

Connections 146

Connections 2007 2011 Customers 146

Customer Bliss

MAY 26, 2016

During the economic downturn, a shift in understanding took hold that nurturing existing customers is more profitable than acquiring new customer. I’ve been espousing and proving the return on investment in focusing on the customer base for many, many years. How to Build Your Customer Driven Growth Engine.

Webinar 141

Webinar Chief Customer Officer Customer Experience Social Media 141

Beyond Philosophy

OCTOBER 7, 2021

Now here in rule number four, we have backward-looking behavior from the perspective of the customer. Customers base loyalty on how they remember their previous experiences. I wrote a book in 2007 called The DNA of Customer Experience: How Emotions Drive Value. So, are you building that into your loyalty plan?

Loyalty 172

Loyalty Airlines Banking 2007 172

Customer Bliss

JANUARY 14, 2016

He has led customer success at Adobe since 2007. For Adobe’s business I’ve always been a strong advocate regarding Adobe’s customers being more than numbers on a page, metrics of revenue bookings, or dollars on a balance sheet. That said, Adobe is a company with deeply passionate customers, and we knew we needed to do more.

Connections 141

Connections 2007 2011 Customers 141

InMoment XI

OCTOBER 4, 2024

The feedback is used to improve the quality of each interaction so that a customer develops and maintains a positive perception of the brand. For example, you can segment customers based on shared experiences or traits. Personalize your customer interactions. Collect customer feedback at each stage of the journey.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

Customer Bliss

AUGUST 11, 2016

Years ago, I was kicking around the idea of writing a book called The MBA of Customer Love. That book eventually evolved into I Love You More Than My Dog. I went back and dug out my proposal for The MBA of Customer Love. This includes top management all the way to those who regularly interact with customers.

Customers 141

Customers Books Sales Roadmap 141

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Website : [link]. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Beyond Philosophy

SEPTEMBER 20, 2017

But it clearly does not yet understand that a good customer experience strategy also addresses the emotional and subconscious factors that make up most of a customer’s impressions. RyanAir clearly do not understand that happy customers are more likely to remain loyal. Follow Colin Shaw on Twitter @ColinShaw_CX.

Airlines 153

Airlines Social Media Travel Webinar 153

BlueOcean

FEBRUARY 22, 2024

A partner who takes the time to delve into the intricacies of your unique business goals, KPIs, and customer expectations is one that is committed to delivering not just a service, but a tailored solution that aligns seamlessly with your overarching objectives.

Customer Care 156

Customer Care Entertainment Government Contact Center 156

Beyond Philosophy

NOVEMBER 22, 2017

That might be a simple, broad value like trustworthiness, or it might be a specific value that your company shares with its core customer base. Outdoor retailer REI, for example, closes its stores on Black Friday, urging its customers to go do something outside instead. Disagreements. Lorraine and I rarely argue.

Customer Relationships 135

Customer Relationships Airlines Customers Consulting 135

Beyond Philosophy

AUGUST 15, 2019

Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast. Marketing should be interested in those metrics because product and service quality is vital to the Customer Experience quality. (If

Measurement 125

Measurement Net Promoter Score NPS Metrics 125

ShepHyken

JANUARY 25, 2019

If you agree with Shiv Singh that the “purpose of a business is to create a customer who creates customers,” then you’ll Fear-Hear-Mirror-Steer your way to an ever-expanding customer base. Her first book, The Language of Leadership, was named a main selection by the Executive Book Club.

Customer Satisfaction 119

Customer Satisfaction Blog Books Customer Service Representative 119

Russel Lolacher

JUNE 15, 2021

I read a lot of articles, books and blog posts about customer service experience and ways to attract, retain and reacquire customers to keep organizations happy and healthy. There are some great resources on employee experience but certainly not nearly as much as around the customer experience. The Substitution Game.

Employee Experience 128

Employee Experience Customer Service Net Promoter Score 2021 128