GetFeedback

SEPTEMBER 20, 2019

NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . How do you get loyal customers? A great customer experience (CX) , of course. . In recent years, research by CustomerThink, Forrester, and Gartner have found at least 70% of business leaders believe CX will help their companies differentiate in a

NPS 278

NPS Metrics Net Promoter Score Effort Score 278

CX Accelerator

SEPTEMBER 24, 2019

We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be.

Customer Centricity 282

Customer Centricity Social Media Customer Service Representative Contact Center 282

CloudCherry

SEPTEMBER 1, 2019

No, we’re not talking about the chocolate variety. It’s all about the delicious strategy of Keeping It Simple, Stupid…A philosophy highly recommended by Matt Dixon -Chief Product & Research Leader at Tethr , Best-Selling Author, one of the world’s leading CX Experts, and this week’s guest on ‘ The Sweets of CX’ Podcast. Customer service should be simple right?

2013 244

2013 2011 2012 2010 244

Customer Bliss

SEPTEMBER 24, 2019

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. There’s not much that can give me an immediate stomachache like watching that airport conveyor belt slow down and halt without my bag on it.

Airlines 276

Airlines Download Books Customers 276

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

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InMoment XI

SEPTEMBER 4, 2019

Creating Elite Experiences for Today’s Modern Patients In just a few short years, technology and business innovations have fundamentally changed how people interact with—and what they expect from—the services and organizations they depend on. Today, the unavoidable fact is that people make decisions and invest their loyalty based mainly on experiences, not necessarily the nuances.

Consumers 240

Consumers Innovation Loyalty Article 240

GetFeedback

SEPTEMBER 18, 2019

A while back, my teammates and I spent hours in a conference room mulling over the concept of effortless experience. Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . While some data says yes, other research says no. .

Loyalty 257

Loyalty Touchpoint Books Metrics 257

CX Accelerator

SEPTEMBER 24, 2019

We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be.

Customer Centricity 208

Customer Centricity Social Media Customer Service Representative Contact Center 208

TechSee

SEPTEMBER 24, 2019

Sam travels often for business. On his last trip to London, he stayed at the Lord Rochester Hotel, since his tried-and-trusted Hotel Miranda Grand was overbooked. The receptionist at the Lord Rochester upgraded his room, comped him for food and spa services, and generally treated him like royalty. On his next visit to London, he insisted on being put up – along with his entire team – at the Rochester.

Customer Experience 150

Customer Experience Hotels Social Media Omnichannel 150

Customer Bliss

SEPTEMBER 4, 2019

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. “Thank you for watching this video. After it’s played, you will receive a survey and I really need you to give me a ten. Anything less is not passing and I won’t get paid.” Does that sound familiar to you?

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Download Books Feedback Engagement 210

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

Alida

SEPTEMBER 16, 2019

Without customers, a business doesn’t mean much. Therefore, customer voice and experience need to be front and center in every organization. It’s imperative to have customer experience as a clearly articulated goal across the business and to solicit customer insights that are shared organization-wide to meet that goal. When customer experience is approached as a shared service, both companies and consumers benefit exponentially and you ensure longevity in the market.

Customer Experience 204

Customer Experience Customer Voice Customer Insights Customers 204

Beyond Philosophy

SEPTEMBER 11, 2019

Because we have frequent thunderstorms and power outages in my Florida home, I recently decided to buy an uninterruptible power supply for my electronics. I’ve had good experiences with Apple products so I first checked to see if Apple made that sort of thing. They didn’t, so I set about comparing and contrasting the models that were available. I quickly got lost in technical specifications, so I decided that I would choose based on how long the power supply would last.

Customer Experience 148

Customer Experience Loyalty Webinar Customers 148

Michel Falcon Experience

SEPTEMBER 3, 2019

We’ve all done it. We hired someone who spoils our company culture. They spoil team alignment, alienate others and are typically only cordial to your company’s best clients. I’ve mistakenly hired these people before. But today I have guidelines that greatly increases the likelihood that I won’t hire them again. I’ll be sharing these lessons with you in this blog post and you’ll learn: How to create better job descriptions to repel these people from even applying to your company.

Culture 131

Culture Hospitality Document Workshop 131

ShepHyken

SEPTEMBER 27, 2019

This week we feature an article by Jessica Wise who shares a story to illustrate how you can develop a lifelong relationship with your customers by creating a customer experience they will never forget. It was the Thursday before Memorial Day 2019. In less than 36 hours, my parents were headed to Texas for a two-week vacation. Their unruly, horse-sized Bernadoodle was ready to ship out on a two-week trip of his own.

Blog 118

Blog Customer Experience Loyalty Presentation 118

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Heart of the Customer

SEPTEMBER 9, 2019

I’m partway through a European holiday with my wife, celebrating 25 years of marriage. Okay, actually 26, but that’s a different story. When a friend heard we were flying Ryan Air, she told me, “Uh oh. Pay attention to the experience you receive.” Interested, I did pay attention. And I realized that Ryan Air probably […]. The post Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours appeared first on Heart of the Customer.

Airlines 119

Airlines Customer Experience Customers Customer Journey 119

Customer Bliss

SEPTEMBER 18, 2019

Today, I’m thrilled to bring you an on-the-road edition of my Daily Dose series. I was recently at a special CXPA member event at the Columbus Metropolitan Library, where I spent some time with Alison Circle, chief experience officer of the Columbus Metropolitan Library. . Alison brings more than 25 years of experience in marketing to her work at the Columbus Metropolitan Library, she’s a board member of the CXPA, and she has previously been a guest on my podcast. .

Books 156

Books Customers Events Culture 156

Customer Experience Update Submitted Articles

SEPTEMBER 23, 2019

Employees who feel cared for care for your customers. And that starts with having a defined culture.

Customer Experience 177

Customer Experience Culture Customers 177

Beyond Philosophy

SEPTEMBER 2, 2019

Do you know what drives me mad? When organizations talk about loyalty, what they mean is, “the customer gives me all of their business.”. Customers giving you all their business isn’t customer loyalty on its own. They could give it to you out of habit , or because you are a monopoly. It could also be a product of their apathy. Customer loyalty is more than automatic or indifferent behavior.

Loyalty 141

Loyalty Banking Loyalty Programs Net Promoter Score 141

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

UJET

SEPTEMBER 10, 2019

Mobile devices have changed consumer’s daily habits. Millennials spend an average of 5.7 hours on mobile devices with Generation Z averaging 11 hours according to ZDNet. Mobile devices are used for media consumption, communication, and entertainment. With mobile becoming the centerpiece, it makes sense that customer support has adopted available channels and continues to modernize customer expectations.

Communication 99

Communication Document Entertainment Social Media 99

ShepHyken

SEPTEMBER 24, 2019

Customer Understanding. The Link Between the Employee Experience and the Customer Experience. Shep Hyken interviews Annette Franz. They discuss her new book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). They also talk about the crucial role the employee experience plays in the customer experience.

Customer Centricity 113

Customer Centricity Employee Experience Communication Books 113

Heart of the Customer

SEPTEMBER 26, 2019

I spoke in Austin last week and while there, I rented a car to visit my youngest in San Antonio. I stopped at Dollar’s counter and the agent told me that, if I wanted, I could skip refilling the gas for $27. I didn’t have to decide right then – I could just bring it […]. The post Fees = Lazy CX appeared first on Heart of the Customer.

Customers 104

Customers Customer Engagement Engagement Customer Experience 104

Steve DiGioia

SEPTEMBER 2, 2019

a fancy resume is just not enough. This is it. This is the one. We’ve finally found someone with a good resume, hot damn. Look at it! Let’s call her up for an interview. Then someone says, Wait, does she have customer service skills? What do you mean? Just look at her resume. I don’t care what her resume says, does she have the skills we need to properly take care of our customers?

Customer Service 95

Customer Service Loyalty Customers Sales 95

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center

Customer Experience Update Submitted Articles

SEPTEMBER 16, 2019

The heart of hospitality is all about human connection and creating experiences that are both genuinely memorable and authentic.

ROI 153

ROI Hospitality Customer Experience Connections 153

Beyond Philosophy

SEPTEMBER 6, 2019

There is a difference between strategy and tactics when you’re trying to solve a business problem. Most people jump straight to tactics and implementation, because it is the concrete stuff, the stuff that we can start doing now. Too few business people step back and think about the larger strategy. However, strategy is essential to ensure that all your tactics are not a waste of time. .

Net Promoter Score 132

Net Promoter Score Consulting Leadership Books 132

Pointillist

SEPTEMBER 18, 2019

By Steve Offsey Exceptional customer experience has never been more important than it is today. Nevertheless, most CX teams continue to face daunting CX challenges. Even CX leaders are dealing with high customer expectations, intense competition, more rapid customer interactions across an ever-increasing number of digital and physical channels, and limitations imposed by legacy processes and technologies.

Customer Journey 84

Customer Journey ROI Multi-Channel Touchpoint 84

ShepHyken

SEPTEMBER 13, 2019

This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. . One of the most successful ways to enhance the customer experience is through live chat. However, there’s always room for improvement in how customers are engaged via chat. .

Blog 112

Blog Customer Experience Article Document 112

Advertiser: ZoomInfo

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

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