ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. We all learn from each other in CX is one way CX is a team sport. Two very different CX is a Team Sport analogies may be surprising to you.

Sports 62

Sports Chief Customer Officer 2024 Customer Centricity 62

Alida

MARCH 10, 2017

CX programs often fall back on metrics such as Net Promoter Score to track success, without ever linking back to critical metrics such as churn, lifetime value (LTV) and revenue. Providing a seamless customer experience is a team sport. Inability to link CX to business value. Failure to break down silos.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Customer Centricity 196

Experience Investigators by 360Connext

APRIL 24, 2017

If CX were an Olympic sport, it would be gymnastics. Instinct is what serves the leader who makes a call BEFORE the metrics show there’s a problem. It also takes a bunch of traits that are often not found in one person. Flexibility. You have to be ready to adapt, stretch and jump. 217: Jill Schiefelbein, Dynamic Communication.

Customer Experience 232

Customer Experience Sports Communication Consulting 232

Experience Investigators by 360Connext

MARCH 5, 2024

Employee turnover often hurts CX metrics including Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) — as well as the organization’s bottom line. How Customer Experience Leaders Can Shape The Employee Experience CX is a team sport.

Employee Experience 260

Employee Experience Customer Experience Net Promoter Score Customer Journey Mapping 260

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance. Ironically, this simple truth is not top of mind for most leaders in business.

Sports 71

Sports Customer Experience Competitive Advantage Entertainment 71

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Understand how experience management metrics build upon one another, to see where you should focus. So, what’s the solution?

Metrics 62

Metrics Management ROI Effort Score 62

Thematic

FEBRUARY 9, 2025

Raw metrics like NPS provide some level of awareness of customer sentiment. If Dick’s Sporting Goods can identify those with real problems in the returns process, they can make sure customer service prioritizes them. Isn’t NPS enough? Imagine the fury of a customer who leaves a comment that’s -0.95

NPS 62

NPS Sports Net Promoter Score Hotels 62

TechSee

SEPTEMBER 21, 2021

No longer are consumers watching news, entertainment, and sports over a limited number of channels at specifically scheduled times of the day. Cablecos that can pivot to provide better customer experiences can expect to realize 2% to 5% top-line growth, significant improvements in CSAT metrics, and up to 5% savings in operating expenses.

2028 41

2028 Entertainment Advertising 2010 41

ClearAction

JUNE 8, 2015

In sports, a great deal of thought goes into creating winning teams. Choosing the right players, getting everyone on the same page, practicing hand-offs and executing a clever playbook are how winning sports teams are created. Such a loose confederation would never fly in sports! Creating World-Class Customer Experience Teams.

Customer Experience 94

Customer Experience Sports Chief Customer Officer Customer Centricity 94

CX Accelerator

DECEMBER 31, 2018

Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. They feel the pressure of meeting metrics but don’t know how and when to strike a balance. Naturally, an exceptional culture is the hardest thing to build, and equally as difficult to maintain.

Culture 244

Culture 2019 Contact Center Leadership 244

AskNicely

MAY 16, 2016

Your customer service supervisor, for example, could view metrics such as the average call answering speed and the return rate. When you’re able to see key metrics on your dashboard, you’ll instinctively begin to work toward boosting those results. Get your entire business on one page.

Sports 60

Sports Net Promoter Score Metrics Measurement 60

Optimove

JULY 18, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: Optimove’s iGaming Pulse aggregates anonymous sports betting player data from over 200 operators worldwide, providing daily benchmarks and trends throughout Euro 2024. The global peak for FTDs was 87%.

Sports 64

Sports 2024 2023 Download 64

InMoment XI

OCTOBER 4, 2024

Let’s look at a few examples of how businesses put CXM into practice: An online sports watch retailer enables omnichannel support to let customers interact with them via Instagram, email, and live support chat. The lack of such a platform will make it difficult for you to track and process key CX metrics across the customer journey.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

Gainsight

JANUARY 8, 2021

“We rely heavily on qualitative and quantitative metrics when focusing on retention and prioritization of our efforts,” Jackie explained. ” To hit their established metrics and by leaning into alignment, Adobe has created practical product guides through Gainsight PX.

Sports 52

Sports Roadmap Government Customer Centricity 52

InMoment XI

SEPTEMBER 25, 2024

.” — Keith Ho Director of Customer Focus and Medical Digital, Biogen Sports & Entertainment Brandtix delivers actionable brand performance insight for the world’s top athletes and teams by gathering data from social media and news platforms.

Insights 195

Insights Social Media Net Promoter Score Events 195

ShepHyken

JULY 1, 2019

Focusing on metrics, training and AI is this author’s formula for delivering a better experience that gets makes customers want to come back for more. Louis sports fashion, their road to the Cup was nothing short of magical. But times are changing. Six Steps to Successful Customer Journey Mapping by Natalya Bucuy. In true St.

2019 125

2019 Article Customer Service Customer Journey Mapping 125

ShepHyken

JUNE 25, 2021

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv’s CEO Jeff Yabuki about sports, of course, as well as about leadership and business. Recognize the right behaviors and reinforce with incentives, promotions, metrics, and more. If she doesn’t live the core values, why should you?

Sports 122

Sports 2019 Leadership Article 122

Customer Bliss

NOVEMBER 1, 2018

In an industry where supporting highly engaged sports fans is your business, it’s important that employees are engaged as well. After listening to feedback and performance metrics, Carolyne and her leadership team were able to create shift bids based on performance, which allowed employees to have different shift options.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Customer Bliss

MAY 10, 2018

It was critical that they determine what the key metric for customer experience was going to be. Amy understood that employee experience was a key metric because highly engaged employees help create high satisfaction and loyalty with customers. She realized they had to understand and define what customer experience means for Gannett.

Customer Experience 111

Customer Experience Leadership Loyalty Programs Loyalty 111

Maru Group

MARCH 16, 2021

But a focus on television broadcasting obscures the fact that the way people interact with sports is changing, with people embracing video highlights and moving away from watching entire games. Maru recently partnered with Variety magazine to produce an in-depth look into how people relate to sports. Other sports are faring far worse.

Sports 52

Sports Innovation Events Social Media 52

Kayako

MARCH 21, 2022

Check out our Ultimate Guide to Customer Service Metrics Cheat Sheet for how to measure customer support performance metrics today. . Utilize current tracking metrics to capture all your customer’s activities and events, both before and after they enter the customer service ecosystem. Sports affiliations are one example.

Customer Service 118

Customer Service Social Media 2010 Competitive Advantage 118

Kustomer

OCTOBER 19, 2021

Even if support teams are now being thought of as “customer experience” teams, the truth of the matter is, CX is a true team sport — touching every part of the organization. Want to learn more about why CX is a team sport? And predicting customer needs before they even have to ask. Customer-Centricity Starts From the Top Down.

Sports 81

Sports Customer Centricity Download Measurement 81

BirdEye

OCTOBER 11, 2024

At the core of this innovation is the Birdeye Score —a powerful new metric designed to bring together disparate feedback sources, helping you quickly understand your business’s performance. Birdeye Score is a single metric that gives you a comprehensive view of your business’s performance. But there’s a solution.

Insights 52

Insights Social Media Metrics Demo 52

ProProfs Chat

NOVEMBER 19, 2021

Should we prioritize any other metrics / KPIs? Sports Poll Questions. Polls on sports are a great way to capture people’s preferences about their favorite activities, likes, and interests related to sports. If you’re creating a sports poll, you can make use of the below questions: 125. Don’t know.

Engagement 98

Engagement Sports Net Promoter Score Webinar 98

PeopleMetrics

MARCH 21, 2014

Because the brand was sponsoring a sporting event and those managing the Twitter feed were busy promoting that event. Define the purpose, set your response standards, train your customer service reps and establish metrics before you open yourself up to the masses. His tweet fell through the cracks. Customer Experience'

Social Media 115

Social Media Banking Sports Events 115

Bill Quiseng

NOVEMBER 1, 2023

We remember our favorite sports leagues like the NFL, NBA, MLB, and NHL. And it’s the best emotional value in their experience, not your best customer journey mapping, Peak End Rule, NPS, CSAT, CES or other CX metric strategy of your experience. It’s because most of us can only remember up to three things.

Customer Journey Mapping 97

Customer Journey Mapping Sports Customer Service Training Customer Care 97

Totango

JULY 23, 2021

What makes a sports team successful? But when a CS platform, like Totango, is implemented, teams are able to pull in key customer metrics from across all data platforms into a single dashboard in order to gain a holistic understanding of customers and seamlessly integrate customer and operational insights.

Customer Success 127

Customer Success Chief Customer Officer 2021 Sports 127

ChurnZero

JULY 7, 2020

If you don’t keep a close eye on these metrics, customers are more likely to churn. In this instance, Customer Success Managers could set up meetings to go over new features and propose new success metrics and projects. Smooth Handoffs.

Customer Success 90

Customer Success Sports Customer Satisfaction Customer Retention 90

BirdEye

APRIL 25, 2023

Sponsor charities or local sports teams 19. And be sure to collect and analyze the metrics to measure ROI. Sponsor charities or local sports teams Research local charities or non-profit organizations that resonate with your brand identity. You can also look to sponsor little league teams or local, minor league sports teams.

Seminar 98

Seminar Social Media Advertising Workshop 98

Eptica

AUGUST 11, 2015

Similarly, Steve Peters , a high profile sports psychiatrist and author of The Chimp Paradox , has identified the importance of managing emotional parts of the human ego to support performance in everyday life as well as sport. Customer service is no different.

Customer Engagement 88

Customer Engagement Engagement Social Media Sports 88

Education Services Group

JUNE 3, 2022

Tennis and hockey are my sports. But in reality, we don’t even have our data in a place to collect the metrics needed to create a health score—most of the time all we have is a ball of yarn we’re trying to untangle to form the foundation chain needed for the blanket. Name a true crime podcast and it’s very likely that I’ve binged it.

Customer Success 98

Customer Success Metrics Customers Definition 98

BlueOcean

AUGUST 27, 2020

It communicates expectations on both sides and establishes measures of success, including all KPIs, metrics, and call volume forecasting. Real-life sneak peek: In December of 2019, Blue Ocean was awarded a significant piece of new business supporting members of a major sports association with a launch date set for March 2020.

Customer Care 156

Customer Care 2020 Contact Center Sports 156

BirdEye

AUGUST 3, 2022

Let’s say you own a sporting goods store and there’s an upcoming half-marathon race in your area. Let’s return to our sporting goods store example. Pick the metrics you’d like to have measured, analyze them frequently, and make adjustments based on these insights. Direct marketing in action. Frequently asked questions.

Connections 98

Connections Marketing Social Media Advertising 98

ShepHyken

AUGUST 29, 2016

Entrepreneur) Kuiu sells high-end apparel and equipment designed for fit hunters who are serious about their sport. If you want to tip the scales in your favor and produce good customer service results, see what skills , attitude and metrics you should follow. LiveChat) You make your own luck in customer service.

2016 0

2016 Article Net Promoter Score Customer Service 0

ShepHyken

JANUARY 18, 2022

Some metrics may even lead to customer neglect. ” “CX is a team sport. Feedback: Collect, assess, and act on your customer & employee feedback to grow & scale your business. Take the time to share customer feedback with everyone in the organization – from the executives to the newest customer service rep.

Average Handle Time 80

Average Handle Time Sports Customer Experience Management Document 80

ClearAction

DECEMBER 31, 2015

” Metrics for Customer Experience Management. “The gravity of upside and downside to customer experience metrics selection cannot be overstated. There are two paths of metrics you should be monitoring in order to see clearly what’s predictive of the beloved end-results: (1) action plan metrics and (2) program metrics.”

Customer Experience 63

Customer Experience ROI Government Sports 63

ClearAction

NOVEMBER 3, 2015

Metrics focus on. Customer Experience Improvement is a Team Sport. Journey maps focus on. touch-points. customers’ consequences. Closed-loop communication is with. low-raters. all customers. Customer comments are. summarized. read by everyone. customers’ behavior/ratings. VoC action plan progress. Voc action.

Customer Experience 101

Customer Experience ROI Customer Experience Management Sports 101