TechSee

NOVEMBER 27, 2024

Customer experience, or CX, is a fundamental component that determines the success of a business. Companies thriving today recognize that finding ways to improve customer experience is not just an option but a strategic necessity for 2025, with all the opportunities and challenges that it entails, and beyond.

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s right. Crazy, right?

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

eglobalis

SEPTEMBER 19, 2024

A disengaged workforce can stall even the best-laid transformation plans, whereas motivated employees can propel companies to achieve not only operational goals but also enhanced customer experiences (CX). Empowered employees are key to bridging the gap between internal transformations and customer outcomes.

Customer Experience 299

Customer Experience Leadership Innovation Workshop 299

InMoment XI

JANUARY 27, 2022

It’s no secret that the Head Of Operations and the Head Of Customer Experience often have differing priorities. In fact, COVID-19 has further encouraged most businesses to prioritise a more operational lens, decreasing their focus on the customer experience. Balancing Operations and Customer Experience: A Case Study.

Airlines 397

Airlines Customer Experience 2022 Financial 397

Brad Cleveland Blog

FEBRUARY 20, 2025

To customers, this was just confirmation the restaurant … Continue reading → The post 6 Traits of a Customer-Focused Culture appeared first on Brad Cleveland. I recall a new restaurant with great food and impeccable service that quickly built a following.

Customer Focused 35

Customer Focused Culture Customers Call Center 35

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management. American Express ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ShepHyken

DECEMBER 23, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: Why is including sales important in the overall plan for customer experience? How can sales and customer service teams work together to make customers happier? Why is digital technology key for a smooth customer experience?

Customer Experience 83

Customer Experience B2C B2B Sales 83

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” The C-suite needs see, if there was a (customer) problem, yo.you solved it.

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

InMoment XI

AUGUST 3, 2023

Mastering unstructured data analytics is going to be key for any business wanting to improve the customer experience , and succeed in today’s business environment. While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

InMoment XI

JANUARY 25, 2022

If your org is in that boaHt right now, we can help you keep sailing with a look at three elements that create and sustain employee engagement: Organizational Culture Customer-Focused Processes Ambassadorial Behavior. Element 2: Customer-Focused Processes. Element 1: Organizational Culture. A Closer Look.

Engagement 397

Engagement Culture Document Employee Experience 397

Alida

SEPTEMBER 8, 2022

A customer-centric approach goes beyond selling products and services. It aims to understand the customer and establish long lasting relationships.

Customer Centricity 130

Customer Centricity Customer Focused Customers Customer Experience 130

ShepHyken

DECEMBER 24, 2024

Luke Jamieson, a customer experience (CX) thought leader in Australia, asked me to answer 20 customer experience questions in a lightning round style for one of his projects. EVERY interaction your customers experience. The lesson is to honor your promises to customers or else they may make fun of you on national TV.

Customer Experience 91

Customer Experience 2025 Sports Workshop 91

ShepHyken

NOVEMBER 26, 2024

The slogan originated from the restaurant’s founder, Gus Belt, who would bring a barrel of steaks into the restaurant and grind them into burgers in front of the customers. It was meant to reassure customers that the burgers were made with fresh, wholesome ingredients. They want you to be happy with how they deliver their CX.

Brands 83

Brands Loyalty Workshop Customer Service Training 83

ShepHyken

OCTOBER 29, 2024

So, here’s a question for you: Are you confident your customer service and CX won’t scare your customers away? If you do any of these, your customers will love you – nothing scary about that – but your competition will be scared their customers might find out and switch to you. Customers love prompt responses.

Workshop 86

Workshop Loyalty Programs Customer Service Training Customer Service 86

CloudCherry

SEPTEMBER 19, 2018

Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults. Organizations eventually picked up on its impact, focusing now on creating delightful customer experiences for all who walk through their doors.

ROI 256

ROI Financial CEM Metrics 256

Experience Investigators by 360Connext

MAY 23, 2019

Naturally, I shared with this group of leaders the connections between learning, development, training, and hiring to customer experience. We are requesting teams build bridges and cooperate on behalf of the customer experience. Customer Focus Means Cooperation, Even with Competition. Customer Focus Means Focusing on Diversity.

Insights 40

Insights Net Promoter Score Social Media Events 40

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Now more than ever, the customer experience is the battleground for brand loyalty.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

ShepHyken

OCTOBER 27, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We kick off this week’s Top Five roundup with another article featuring Forrester Research’s take on customer obsession, and this time the focus is on B2B. Sounds like a great strategy for all types of customers.

Article 80

Article Customer Service Social Media 2024 80

ShepHyken

MARCH 4, 2025

How would you like to know what made a customer angry or sad, leading them to leave a negative review? I had a sit-down with Michael Podolsky, the CEO of PissedConsumer.com , a sounding board for consumers to leave comments and reviews when they cant get the customer service they want or deserve. Direct feedback is a gift.

Workshop 83

Workshop Feedback Customer Service Training B2B 83

eglobalis

SEPTEMBER 11, 2024

While it is widely recognized that employees play a crucial role in shaping customer experience (CX), their impact on innovation is often less clear. How Employees Impact the Ability of Your Company to Deliver a Better and Really Innovative Customer Experience All images are designed by DALL-E, with all rights reserved to ECXO.org.

Innovation 451

Innovation E-support Culture Customer Centricity 451

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ShepHyken

NOVEMBER 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Chewy CEO Sumit Singh explains that a “moat” of human-led customer service was built around the Chewy brand so that it can compete in the evolving marketplace. Loyalty means repeat customers who spend more and evangelize the brand.

Article 74

Article Customer Service 2024 2025 74

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. customer’s experience, first create a baseline by understanding your current state.

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. customer’s experience, first create a baseline by understanding your current state.

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CloudCherry

SEPTEMBER 19, 2018

Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults. Organizations eventually picked up on its impact, focusing now on creating delightful customer experiences for all who walk through their doors.

ROI 225

ROI Financial CEM Metrics 225

Experience Investigators by 360Connext

OCTOBER 2, 2018

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title. Would our Customer Lifetime Value go up?

Customer Experience 225

Customer Experience Culture Leadership Consulting 225

InMoment XI

SEPTEMBER 19, 2024

This is how we view the end-to-end customer experience. What is End-to-End Customer Experience? End-to-end customer experience refers to all the different experiences a customer has with your organization, and how they feel about those experiences as a whole. Why is the End-to-End Customer Experience Important?

Customer Experience 195

Customer Experience Customer Journey Mapping Social Media 2024 195

CSM Magazine

APRIL 18, 2025

Customer expectations are changing rapidlyand in this fast-paced world, companies that get it right arent just keeping up; theyre leading the way. Soft2Bet, an industry leader in iGaming, has proven time and again that the key to thriving is a relentless commitment to customer satisfaction.

Customer Centricity 52

Customer Centricity Culture 2025 Competitive Advantage 52

ShepHyken

AUGUST 11, 2021

“We love our customers, and they obviously love us. Not to be a “downer,” but we shouldn’t confuse a repeat customer with a loyal customer. Don’t get me wrong, I love repeat customers, and we absolutely want them. Repeat customers are very desirable. There are a number of reasons customers might come back.

Loyalty 174

Loyalty Books Customers Customer Service Training 174

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

InMoment XI

SEPTEMBER 17, 2024

As a matter of fact, 56% of customer service leaders said they plan to invest more into their customer journey, which would be a first-time investment for 45% of them. These investments highlight how crucial the customer journey is to a great customer experience and creating lifelong customer relationships.

Customer Journey 195

Customer Journey Customer Journey Mapping Net Promoter Score 2024 195

InMoment XI

OCTOBER 4, 2024

Managing this experience through a customer-centric approach can help businesses strengthen their customer relationships for long-term success. What is Customer Experience Management? To grasp customer experience management, it’s essential to first understand customer experience itself.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

CloudCherry

FEBRUARY 28, 2018

Companies today want to delight customers at every interaction. However, little do they realize that great customer experiences start from the inside. Yes, the experience you provide your customers is only as good as the culture you build within the company. They capture and take action on Customer Data.

Customer Centricity 231

Customer Centricity Culture Customers Loyalty 231

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

InMoment XI

JULY 23, 2024

As digital transactions become more prevalent, the ecommerce customer experience is critical for its success. This post is all about exploring what ecommerce customer experience is, why it is important, and how you can enhance it to boost your business. What is Ecommerce Customer Experience?

E Commerce 195

E Commerce Measurement Customer Experience E-support 195

ShepHyken

SEPTEMBER 16, 2020

I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience. It’s the same for certain aspects of customer service. Unfortunately, it’s not always so common.

Customer Service 170

Customer Service Customer Service Training Customer Service Representative Reference 170

ShepHyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience. First, a little history.

Customer Service 159

Customer Service Customer Experience Interaction Customers 159