ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. Here’s why this is important to you, even if you aren’t in a customer-facing role. Our customers’ time is precious, and we must respect it.

Metrics 157

Metrics Customer Service Workshop Measurement 157

ijgolding

JULY 14, 2017

“Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently. The difference between a user story like the one above, and meeting a customer’s overall goal. You are a lifelong customer of Locality Bank. Customers are human.

Customer Experience Design 109

Customer Experience Design Customer Experience Banking Airlines 109

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Beyond Philosophy

MAY 24, 2024

A Master Class Part 3: Unlocking the Psychology of Customer Experience In the third episode of our Master Class series on the Psychology of Customer Experience, we delve into how other people influence our behavior. The power of Reciprocity and how acts of kindness can drive customer loyalty.

Sales 88

Sales Customer Experience Design Presentation Customer Journey 88

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it?

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? What is a Customer Persona? A customer persona is a visualization of a representation of your customer.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

Beyond Philosophy

OCTOBER 2, 2017

As a Customer Experience professional, understanding three trends today is imperative. However, if you can accept them, you are poised not only to deliver an excellent experience, but you will also position yourself to move it to the next level of greatness. Recognizing that Customers decide emotionally and justify rationally.

Customer Experience Professionals 229

Customer Experience Professionals Customer Experience Rewards Programs Loyalty 229

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? Can AI Handle Complex Customer Care? So let’s get into it.

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

BlueOcean

JANUARY 6, 2020

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. An Increase in Channel Switching.

Omnichannel 177

Omnichannel Customer Care Customer Journey Consumers 177

Beyond Philosophy

MAY 16, 2024

A Master Class Part 2: Unlocking the Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Today, we are exploring the broad concepts regarding the significance of memory to Customer Experiences.

Hotels 78

Hotels Connections Books Customers 78

BlueOcean

NOVEMBER 29, 2023

At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.

Contact Center 156

Contact Center Multi-Channel Customer Care Touchpoint 156

Beyond Philosophy

JULY 11, 2020

The 5 Rules for Making and Managing Customer Memories. I love the subject of customer memories. From how they form to how they change to how they drive your customer loyalty, customer memories are a crucial aspect of your Customer Experience. Map your customers’ “fishing nets.”

Management 140

Management Customer Experience Design Customers Connections 140

Beyond Philosophy

JUNE 28, 2019

How Can We Measure Customer Emotions in Our Digital World. However, the happier medal winner is the bronze medalist, and the reason we know this is the subject of this episode of The Intuitive Customer. His psychology-based research shows us the wealth of knowledge available to us when we measure customer emotions in real time.

Measurement 121

Measurement Customer Experience Design Loyalty Customer Retention 121

Michelli Experience

MARCH 2, 2016

Recently Starbucks announced a change in their highly regarded loyalty program and I heard both praise and deep criticism. Sadly, I felt very old because in 2004 the mere mention of a loyalty program at Starbucks was not well-received. 2) Drive Profitability – Every customer should be treated caringly and with respect.

Loyalty Programs 45

Loyalty Programs Loyalty 2004 Rewards Programs 45

SurveySparrow

JULY 24, 2023

It often boils down to one thing: understanding the customer’s experience. The heart of CX is about making your customers’ lives easier and growing your business much faster. In that spirit, let’s dive deep into the world of customer experience research, a field that’s reshaping the future of business.

Customer Experience 52

Customer Experience Net Promoter Score Loyalty Customer Satisfaction 52

Kustomer

MARCH 23, 2022

In this post, we’ll be looking at how you can take advantage of this by leveraging the brand advocacy potential of your most loyal customers , who we’ll refer to as brand ambassadors throughout. Customer Loyalty and Personalization. To create loyal customers, you need more than just a good product.

Brands 95

Brands Social Media Reference Loyalty 95

transcosmos Information Systems

FEBRUARY 20, 2017

Customer service is the support you offer your customers before, during, and after purchasing your product. It’s what can make—or break—their experience with your business. The Groove HQ blog is a goldmine for customer service reads that are useful and engaging. Customer Experience Matters. Adrian Swinscoe.

Blog 98

Blog Customer Service E Commerce E-support 98

Beyond Philosophy

OCTOBER 25, 2019

Unless you serve robots exclusively, your customers are humans. Human feelings influence our actions and drive customer behavior. Therefore, you must design a Customer Experience that makes your customers feel a way that drives value for your organization. That is ridiculous.

Measurement 100

Measurement Consulting Customer Experience Design Customers 100

Beyond Philosophy

NOVEMBER 24, 2014

I meet many organizations that say they want to exceed Customer expectations at every moment of contact. The first step in exceeding your customer’s expectations is to know those expectations.”. - For most organizations, just meeting their Customer’s expectations would provide a good experience. I tell them they are mad!

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Experience Investigators by 360Connext

JUNE 25, 2019

The term “customer experience” usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. I am often asked about business-to-business (B2B) as a separate experience. So, who, exactly should we design a customer experience for?

B2C 137

B2C B2B Customer Experience Culture 137

Kayako

JANUARY 17, 2018

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it. NPS measures customer loyalty.

Customer Experience 179

Customer Experience Net Promoter Score NPS Touchpoint 179

Beyond Philosophy

MAY 1, 2017

Most organizations realize Customer Experience is vital to their competitive differentiation. My co-author Professor Ryan Hamilton and I shared seven imperatives for taking customer experience to the next level in The Intuitive Customer. However, few include this consideration in their design, 2.4

Customers 133

Customers Webinar Customer Experience Loyalty 133

Beyond Philosophy

MAY 24, 2019

The Massive Importance of Memory in a Customer’s Experience. Customer loyalty is a function of customers’ memories. That is to say, customers don’t choose your experience over another; customers choose the memory of your experience over another.

Loyalty 100

Loyalty Customer Experience Design Consulting Information 100

Beyond Philosophy

MAY 10, 2019

It affects our lives in many ways, and especially as customers. This episode of The Intuitive Customer explores why that is at a psychological level and what you can do about it in your Customer Experience Design. Managing uncertain moments in your Customer Experience design is essential.

Management 87

Management Events Customer Experience Design Insurance 87

delighted

JULY 19, 2019

You likely have heard the term “customer experience” or CX for short, and thought, “of course we want to continually improve and offer the best customer experience possible.”. But, what does Customer Experience (CX) actually mean? That’s why we’ve put together this customer experience glossary.

Definition 56

Definition Customer Experience Net Promoter Score Customer Journey Mapping 56

Beyond Philosophy

MAY 31, 2019

Uncertainty influences a lot of our customer behavior. We discussed some of the psychological theories behind our need to placate uncertainty as customers in a recent podcast. One of the most worthwhile for us to talk about is Prospect Theory and its implications for customer behavior. The second part is Probability Estimation.

Customer Experience 127

Customer Experience Events Social Media Insurance 127

eglobalis

DECEMBER 4, 2018

Best Customer Experience Books of 2018 and What to Look Out for in 2019. The post Best Customer Experience Books of 2018 and What to Look Out for in 2019 appeared first on Eglobalis.

2018 399

2018 Books 2019 Customer Experience 399

Beyond Philosophy

OCTOBER 14, 2014

Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company. In other words, Customers will share data even though they don’t believe it is protected enough to get a better value from an organization. Listen to your customers and engage with them.

CEM 131

CEM Loyalty Blog Books 131

Beyond Philosophy

MAY 17, 2019

Creating a Frictionless Experience. As a global customer experience consultant for nearly two decades, I have never heard a customer say, “Gee! All customers want their experiences to be easy. People don’t like when a Customer Experience is convoluted. ” Why?

Consulting 107

Consulting Customer Experience Design Loyalty Customer Experience 107

Maz Iqbal

NOVEMBER 13, 2014

The starting point for customer-centricity is authentic care for one’s customers. In so doing, these folks will make it easy and enriching for customers to do business with that organisation. RAC : Regulation of Call-Centre Agent Behaviour Is What Matters, Not The Customer Experience. What can I say?

Customer Experience 92

Customer Experience Banking Customer Philosophy Customer Centricity 92

Beyond Philosophy

MAY 31, 2019

Economists say the reason I go back to Discount Tackle is that I remember it was a great experience. We discussed the importance of memory for a Customer Experience and the influences on how we remember things in our latest podcast. We don’t choose between experiences; we choose between the memories of experiences.

Net Promoter Score 153

Net Promoter Score Customers Connections Brands 153

Beyond Philosophy

OCTOBER 14, 2014

Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company. In other words, Customers will share data even though they don’t believe it is protected enough to get a better value from an organization. Trust and the Customer Experience.

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

Customer Bliss

JUNE 28, 2016

Now she has a customer experience leadership role at M.Gemi , where she’s trying to help disrupt the luxury shoe market. M.Gemi is a start-up and Zipcar was a start-up at the time, so we spend a good portion of this episode discussing customer experience lessons for start-up businesses. About Lesley.

Customer Experience 111

Customer Experience Leadership Feedback Customers 111

Beyond Philosophy

JULY 16, 2020

Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you. We wrote about memory in our latest book, The Intuitive Customer , as one of the seven imperatives. Customer loyalty is a function of memory. I’m obsessed with memory.

Events 194

Events Books Consulting Feedback 194

Beyond Philosophy

OCTOBER 14, 2014

Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company. In other words, Customers will share data even though they don’t believe it is protected enough to get a better value from an organization. Trust and the Customer Experience.

Loyalty 90

Loyalty Blog Books Customers 90

ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Strativity

AUGUST 21, 2017

How to Create a Culture of Putting Customers First. As a leading global authority on customer experience and transformation, Lior Arussy has guided some. of the world’s best-known brands—including Johnson & Johnson, Mercedes-Benz and MasterCard—in building a customer experi- ence focused on loyalty and recurring sales.

Culture 40

Culture Download Customer Experience Design Loyalty 40