Beyond Philosophy

MAY 21, 2021

From white lies to spare feelings to great big whoppers that deceive people for ulterior motives, lying is a part of life and, unfortunately, Customer Experiences. Lying To Your Customers Is Not A Good Idea. Before diving into the area of lies and Customer Experience , let me start by saying I do not advocate lying to customers.

Customer Experience 221

Customer Experience Consulting Consulting Personalization 221

Beyond Philosophy

JULY 19, 2018

Your customers have one, too, and you can use it to get them to do what you want in your Customer Experience. Thaler and Sunstein, 2008, 2009). This way, if a customer has strong feelings about renewals, then they are still in control and won’t feel swindled, an emotion that does no Customer Experience any favors.

Customer centricity 498

Customer centricity Government Consulting Consulting 498

Beyond Philosophy

JUNE 26, 2017

Per, Retail Customer Experience, the CEO said they would close the stores because of “ persistent traffic decline.”. Mortgage bonds that were sold in 2012 stand to create the “next big short,” much like the mortgage-backed securities that went belly-up due to the subprime home loans in 2008. Then, The Children.

Consulting 305

Consulting Consulting Sales Customer Experience 305

ShepHyken

NOVEMBER 7, 2018

In 2008 Domino’s was struggling and their brilliant leadership turned the company around. They also revolutionized their process and started building technology into the customer experience. I included them in the chapter on technology. So, they improved.

Technology 237

Technology Customer Service Customer Experience 237

ShepHyken

JANUARY 22, 2018

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. What drives a positive experience is applicable to any industry. So let me guide you through my latest customer experiences.

Customer Service 232

Customer Service Wireless Chatbots Airlines 232

ShepHyken

MAY 26, 2017

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Companies that track and measure their customer service have a competitive advantage. seconds in 2008 with a mind boggling 19.19 Molded In Customer Experience Enthusiasm. Shep Hyken.

Metrics 236

Metrics Customer effort Customer Experience Surveys 236

Beyond Philosophy

FEBRUARY 21, 2016

Since the financial meltdown of 2008, many have been singled out for charging excessive fees (which is often, as well, a surrogate for service-related issues). Furthermore, in an industry that had relied on customer stability (or at least inertia), large retail banks have seen churn rates of 10%, or more (per J.D.

Banking 170

Banking B2C B2B Consulting 170

ShepHyken

APRIL 11, 2017

Top Takeaways: A repeat customer will do more business with you than a new customer. Repeat customers spend more. The CEO and leadership team must buy in to the power of the NPS measurement and approve a budget for customer experience and retention. Customer feedback should be responded to in a timely matter.

Customer retention 209

Customer retention Benchmark Surveys CRM 209

Toister Performance Solutions

MARCH 25, 2021

The following is an excerpt from The Guaranteed Customer Experience: How to Win Customers by Keeping Your Promises. The 2008 fiscal year had been tough for the chain of pizza restaurants. The tool also included a way for customers to submit feedback about their order—feedback that went straight to the store manager.

Customer Experience 118

Customer Experience Advertising Feedback Surveys 118

Beyond Philosophy

JANUARY 9, 2021

We argue that designing these moments intentionally to help people make decisions that drive value for them and your organization is key to revolutionizing your Customer Experience in the post-pandemic era. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

Win the Customer

MARCH 8, 2017

Here are some case studies in successful emotional branding that business leaders can emulate to acquire and maintain customers. In 2008, new Old Navy president Tom Wyatt came in aiming to revitalize the brand. The post Emotional Branding Case Studies to Emulate Great Customer Experience appeared first on Win the Customer!

Customer Experience 118

Customer Experience Coaching Marketing Sales 118

Contact Center Pipeline

MARCH 2, 2021

Contact Center Pipeline started 12 years ago, 145 issues ago… in March 2008. We had less than a handful of sponsors… and not any more subscribers than that! We built a website with no content and a database with no subscribers. Shucks… we had more people on our team than we did subscribers! But, we […].

Contact Center 147

Contact Center Call Center Customer Experience 147

ijgolding

DECEMBER 11, 2014

It was not until 2008 that is started to make waves in the airline industry with the delivery of a new fleet of aircraft. My reviews are based on a format I created to assess experiences I have with a variety organisations. They are intended to act as a demonstration of how Customer Experiences affect the customer in a number of ways.

Airlines 110

Airlines Customer Experience Self service Personalization 110

ShepHyken

NOVEMBER 6, 2020

He shares the process of conducting consumer research and how to implement your findings into the customer experience. Whole Foods understands what drives their customers’ purchase behavior. Their customers go to Whole Foods for organic grocery items and not a whole lot else, which allows them to own their niche.

Marketing 207

Marketing Customer Service Consulting Consulting 207

ClearAction

MAY 28, 2015

If It’s Called Customer Experience, Why is it All About the Company? While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. See the math problem here? A: Absolutely.

Customer Experience 110

Customer Experience Journey mapping B2C Surveys 110

Beyond Philosophy

SEPTEMBER 9, 2014

How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? Quite simply, on many occasions Customers don’t know what they want and will say the first thing that comes to their head.

Customer Experience 186

Customer Experience 186

Customer Experience Matters

JANUARY 16, 2018

This is an update to the original eBook that was published in 2008. It has been downloaded and read by tens of thousands of people around the world and is likely one of the most-read documents ever published on the topic of customer experience. People are instinctively Read More.

Customer Experience 0

Customer Experience Government Personalization Accountability 0

GetFeedback

OCTOBER 14, 2019

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey. Little company investment.

Customer Experience 88

Customer Experience Metrics Surveys Engineering 88

ijgolding

SEPTEMBER 8, 2015

Since the global economic crisis in 2008, I have found myself pondering over this question more and more – usually when wading through treacle or pushing water uphill – largely because bureaucracy is so expensive!! So is bureaucracy necessary, or is it destroying employee and customer experiences?

Customer Experience 99

Customer Experience Government Morale Management 99

ijgolding

MAY 11, 2016

I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot. It was very real.

Customer Experience 65

Customer Experience Banking Benchmark Enterprise 65

Beyond Philosophy

SEPTEMBER 9, 2014

How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? Quite simply, on many occasions Customers don’t know what they want and will say the first thing that comes to their head.

Customer Experience 150

Customer Experience 150

GetFeedback

OCTOBER 21, 2019

At the same time, 54% of respondents said that the customer experience at most companies needs to improve. . So although the customer experience has repeatedly proven to be critical to every company’s success, improving it remains a major challenge. What is customer experience management?

Customer Experience 79

Customer Experience Management Surveys Feedback 79

ShepHyken

JUNE 19, 2020

As Shep mentioned during our special webinar , “If your employees and customers are nervous, uncertain and even scared, you owe it to them to communicate at a much higher frequency and much more empathetic than you ever have before. There’s Nothing More Important to a Growing Business Than Your Customer Experience.

Customer Service 156

Customer Service Feedback Marketing Technology 156

ijgolding

OCTOBER 21, 2014

The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK. Whilst it is not, I can recognise a particularly relevant and accurate quote when I see one.

Customer Experience 91

Customer Experience Customer centricity Customer retention Customer effort 91

ProProfs Blog

MAY 15, 2020

In short, you try to make use of everything under your power to provide good customer experience. But we all know how difficult it is to get proper customer feedback , even after you have provided good customer experience. After all this is done, you expect just one thing –?—?feedback

Surveys 97

Surveys Customer Experience Feedback Best practices 97

ShepHyken

MAY 8, 2020

Indeed, customers are doing you an enormous favor by taking the time to alert you to a problem when it occurs, or to their happiness, when that’s the outcome. The value of feedback is heightened today, as customer experience sways purchase decisions more than ever. Because truth requires math. Exactly opposite feedback.

Feedback 134

Feedback Customer Experience Marketing Technology 134

Clarabridge

MAY 10, 2018

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . Executive Vice Chairman, Founder and Chief Strategy Officer Sid Banerjee took us through the inception of the company and how the Clarabridge product suite has evolved to help brands optimize customer data and transform experiences.

Chatbots 40

Chatbots Coaching Self service Best practices 40

PeopleMetrics

MAY 12, 2015

Customer experience darling Zappos recently reported 210 of its employees have resigned. Those familiar with online shopping or customer experience know Zappos is not a common company. They’re built on customer service, and they’re a common reference for customer-centric discussion. A Call to Arms.

Employee engagement 106

Employee engagement Customer centricity Engineering Customer Experience 106

PeopleMetrics

OCTOBER 22, 2015

In our last post, we covered the difference between customer satisfaction and customer effort score. Both of those metrics are good for examining transactional elements of the customer experience. As we discussed, the best customer experience metric for your business is a matter of finding the best fit for your business.

Benchmark 106

Benchmark Metrics Customer effort Customer emotions 106

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Fonolo

MAY 16, 2019

Zappos is a great example of a company that has built a brand with world-class customer service. The mega-brand hit $1 billion in annual sales in 2008 and was sold to Amazon for $940 million in 2009. There are countless articles about this gesture, and the goodwill it generated for Zappos is arguably priceless.

Marketing 124

Marketing Customer Service Advertising Customer retention 124

Interactions

DECEMBER 18, 2019

It’s not often that rapidly forward-moving industries like customer experience and Conversational AI look back on the past (to be honest, there’s really just no time), but If you did, you would find that customer experience was way different 10 years ago. . Yes, you read that right–this decade.

Customer Experience 62

Customer Experience Chatbots Contact Center Virtual Agent 62

Fonolo

JULY 10, 2019

Customers came to MEC stores to buy the best hiking, rock climbing, and back-woods skiing gear. Back in 2008, then CEO David Labistour looked at the tea leaves and saw that “the times they were a-changin.’” While MEC’s co-op status is unique, companies are short-sighted if they focus solely on just meeting short-term revenue goals.

Healthcare 103

Healthcare Call Center Self service Engineering 103

Spearline

NOVEMBER 25, 2019

If you manage and run a contact center you should ensure your agents aren’t left in the dark and are proactively prepared for your customers during one of the busiest times of the year. increase since the financial crisis in 2008. Poor audio quality can impact call handling times as well as customer experience.

Contact Center 89

Contact Center Interactive Voice Response First call resolution Marketing 89

Callminer

JANUARY 18, 2021

A 2008 report by CFI group explained that when customer service professionals are perceived to converse softly and clearly, they resolve customer issues 88% of the time. Being able to have AI technology listening to a call to help guide the agent will help the customer experience immensely.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Eptica

FEBRUARY 6, 2019

Showing the speed of change, in 2008 the five largest global companies were PetroChina, Exxon, General Electric, China Mobile and ICBC (China). There are three key considerations – and they all have customer experience at their core: 1. Giant businesses such as Kodak, Toys R Us and Blockbuster have all disappeared.

Automotive 73

Automotive Best practices Banking Customer emotions 73

ClearAction

AUGUST 21, 2016

If It’s Called Customer Experience, Why Is It All About the Brand? While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. Janice Cuban. A: Absolutely.

Customer Experience 54

Customer Experience Journey mapping B2C Surveys 54