Customer Bliss

MAY 14, 2015

Customers are discussed as humans, as people we either kept or drove away. Customer Leaders make it painful to ignore the fact that our actions every day either grow or shrink the customer base. A Customer Leader handles thrives in the face of resistance. Action, Not Banners and Coffee Mugs.

Chief Customer Officer 216

Chief Customer Officer Leadership Metrics Customers 216

InMoment XI

MAY 14, 2022

Understanding where you sit in your competitive universe is important, but unless you know the reasons why consumers choose products or brands, a clear and actionable path to meaningful customer experiences will remain a mystery. Step #3: Engineer a Clearly-Defined—and Customer-Aligned—Brand Identity.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

InMoment XI

JANUARY 9, 2024

Unlike B2C products and services, B2B offerings usually present various options for customization and personalization in order to meet the particular needs of the business customer. Support and service.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

TechSee

SEPTEMBER 21, 2021

million customers cancelling their subscriptions during the first quarter of 2021. But on the other hand, this loss of customer base has primarily been from low-margin video subscribers, which has effectively shifted the industry’s customer mix to more profitable broadband customers. .

2028 41

2028 Entertainment Advertising 2010 41

GetFeedback

APRIL 18, 2019

Lastly, one of the key benefits of CX is your ability to align your business’ goals and mission with what the customer base wants and/or needs. Interacting with your stakeholders through constant customer servicing will help you shape your brand into a unique, customer-centric entity on the market.

Customer Experience 274

Customer Experience Omnichannel Customer Centricity Customers 274

InMoment XI

SEPTEMBER 20, 2023

Many retailers, including Matalan, The Range, and Boohoo, have a significant number of Passives among their customer base. This presents an opportunity for growth and improvement through targeted investments. Brands like Amazon and Shein tend to polarise opinions, evoking strong reactions from both Promoters and Detractors.

Net Promoter Score 195

Net Promoter Score Retail NPS Government 195

InMoment XI

FEBRUARY 23, 2024

The main ethos is this: what if we could split our customers into distinct groups—based on specific factors—so we can learn how to market our products to the right people? The 4 Types of Market Segmentation with Examples There are four common types of strategies that businesses use to segment their customer base.

Marketing 195

Marketing Customer Experience Return on Investment Consumers 195

ShepHyken

JUNE 18, 2021

Offer Thank You Gifts for Long-Term Customers or Clients. A well-suited gift can have an immediate impact on your clients and customers, but the benefits of sending the present in the first place are long-lasting. Self-heating mugs are the perfect gift for late-night workers. . Never Stop Learning and Building Skills.

Social Media 155

Social Media Financial Presentation Customers 155

GetFeedback

JANUARY 7, 2019

Today, 30% of customers expect to find live chat customer service on any company’s website. And as high as 62% of customers expect to chat with a representative via their mobile device. This means a large portion of your customer base that needs support will want to communicate through live chat.

Customer Service 225

Customer Service Feedback Customers Customer Service Representative 225

Beyond Philosophy

JULY 9, 2020

Some customers have been locked down for two months and others who haven’t. To respond or reimagine your experience today, you should understand how the customer is feeling based on their situation before they walked through your door. It presents an opportunity to use what we call a Golden Question.

Presentation 162

Presentation Customers Consulting Insights 162

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. An example I use many times in my presentations is our work with Maersk Line.

2020 172

2020 Hospitality Return on Investment Telecommunications 172

ChurnZero

NOVEMBER 8, 2024

During my time leading HubSpot’s global customer success strategy, we faced a challenge I know many of you are all too familiar with: how do you retain and grow a rapidly expanding customer base without sacrificing the human connection that drives long-term loyalty? Enter generative AI: a game-changer for customer success.

Customer Success 52

Customer Success Customer Journey Loyalty Interaction 52

GetFeedback

NOVEMBER 20, 2018

Want happy, loyal customers? But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done. It isn’t a one-and-done achievement—you have to devote constant attention to activities that drive customer satisfaction and loyalty.

Customer Satisfaction 257

Customer Satisfaction Net Promoter Score Social Media Customers 257

InMoment XI

JULY 16, 2024

They provide social proof, reassuring potential customers about the quality and reliability of a product or service. Conversely, negative comments and low ratings can highlight areas needing improvement, presenting businesses with opportunities to refine their products and services.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

They provide social proof, reassuring potential customers about the quality and reliability of a product or service. Conversely, negative comments and low ratings can highlight areas needing improvement, presenting businesses with opportunities to refine their products and services.

Management 195

Management Social Media Hotels Airlines 195

Customer Bliss

DECEMBER 8, 2017

With a company like Airbnb, which has 2 sets of customer bases to appeal to, customer listening becomes more complex. It’s critical to take the time to thoroughly ensure you’re listening to both the service providers and the customers who rely on these hosts so you can develop a map to suit both needs.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer Books NPS 203

CSM Magazine

MARCH 19, 2025

Customer-Centric Approach Companies prioritizing multilingual support will attract and retain a diverse global customer base. Its the present and future of customer support. Continuous AI Improvement AI translation engines are improving rapidly, offering even greater accuracy and adaptability over time.

E Commerce 59

E Commerce E-support 2030 Competitive Advantage 59

Optimove

OCTOBER 29, 2024

By learning from previous interactions and analyzing behavioral patterns, AI streamlines search results to align with individual preferences, making search not just a function but an optimized, customer-specific experience.

Download 52

Download Sports Events Customer Journey 52

InMoment XI

NOVEMBER 20, 2023

Customer retention rates and customer service can be improved by using AI to actively listen for qualitative feedback and elicit more valuable responses. Personalization at Scale One of the standout benefits of AI in CX is the ability to deliver personalized experiences to customers on a large scale.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

Customer Bliss

SEPTEMBER 8, 2016

Point to behavioral patterns that show increase/weakening of customer relationships. Present data on movement of customers across and within value segments. Highlight 1-2 referrals from existing customers. How is the customer base going to make you money? Do this at every meeting.

2010 141

2010 2013 Customers Presentation 141

BlueOcean

JANUARY 22, 2019

On every website they visit and in every email they open, they’re presented with messages that seem perfectly tailored just for them. By breaking down the smoke and mirrors and fostering real connections between your customer base and your customer service teams, your businesses’ reputation can soar.

2019 204

2019 Consumers Customer Experience Contact Center 204

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

BlueOcean

OCTOBER 7, 2024

The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. Is the senior leadership present and fully engaged in your visit? Is your visit well organized?

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. Is the senior leadership present and fully engaged in your visit? Is your visit well organized?

Contact Center 156

Contact Center Culture Leadership Call Center 156

TechSee

OCTOBER 31, 2018

Today’s communications service providers (CSPs) face increasing customer demands for higher quality services and better customer experiences (CX). Telecoms are addressing these opportunities by leveraging the vast amounts of data collected over the years from their massive customer base.

2019 100

2019 Telecommunications Average Handle Time Call Center 100

Retently

JULY 16, 2024

It generates possible windy discussions and at worst, may undermine the credibility and the entire effort of the Customer Success team. The volatility of NPS means that even small sample sizes or a few negative interactions can skew the results, making it hard to present a clear and accurate picture of overall customer satisfaction.

Net Promoter Score 148

Net Promoter Score NPS Customer Satisfaction Metrics 148

Beyond Philosophy

MAY 17, 2017

For those unfamiliar with CX Data Management, the term applies to how businesses track customer information and obtain feedback from them. Others help you survey customers based on location and industry or even product purchased. The personalized experience presented does not provide value. Use of a single data point.

Consulting 128

Consulting Presentation Download Customer Experience 128

Customer Bliss

JUNE 6, 2018

Here are the five competencies that I have successfully worked around the world with organizations to deliver – to develop a business growth strategy – and a customer-driven growth engine: In this Competency, the work is to align leaders to make a defining performance metric – the growth or loss of your customer base.

Chief Customer Officer 193

Chief Customer Officer Leadership Customer Journey Customers 193

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. CX leaders need to present strong business cases for every step of their journey.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

BlueOcean

AUGUST 21, 2019

And yes, the RFP can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. Is the senior leadership present and fully engaged in your visit? 5. Culture. Is your visit well organized?

Contact Center 159

Contact Center Culture Leadership Sales 159

InMoment XI

NOVEMBER 15, 2022

A CSAT score is a commonly used customer experience (CX) metric that helps a company build a relationship of trust and understanding with its customers. A successful organization knows that a key element of success is a loyal foundation built within its customer base. 3: Customer Effort Score (CES). #4:

Net Promoter Score 195

Net Promoter Score Effort Score Customer Satisfaction NPS 195

Experience Investigators by 360Connext

DECEMBER 1, 2020

Are Customer Journey Maps Really Necessary? My client had just returned from a presentation to her executive committee. The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly.

Customer Journey Mapping 190

Customer Journey Mapping Customer Journey Roadmap Touchpoint 190

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

CSM Magazine

MARCH 14, 2025

Personalization as the Cornerstone of Customer Loyalty Creating lasting customer loyalty starts with making each experience personal. In a world where consumers are constantly presented with choices, personalization has become a non-negotiable. Its about being present and responsive at every critical touchpoint.

Loyalty 52

Loyalty 2025 Loyalty Programs Omnichannel 52

Beyond Philosophy

JANUARY 28, 2019

Or you could demonstrate a reduction in costs associated with problems you had before you made the Customer Experience improvements. Segment your customers into personas. Many companies segment customers based on the amount they purchase, e.g., small, medium, and large.

2019 139

2019 ROI Net Promoter Score Fashion 139

ShepHyken

DECEMBER 18, 2019

The mantra is a simple phrase—one sentence or less—that sums up your customer service culture. For example, ours at Shepard Presentations is “Always Be Amazing.” Customers love relevant information. It also creates confidence in your customer base by proving your knowledge and expertise.

2020 128

2020 Customer Service White Paper Social Media 128

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. To secure leadership support, demonstrate the ROI of customer insights with case studies, pilot projects, and competitive benchmarks.

Customer Insights 62

Customer Insights Insights Feedback E-support 62