Beyond Philosophy

MARCH 19, 2015

Typically, there is little or no mention/inclusion of ‘customer’ or ‘customer focus’ elements either in measurement or analysis of employee engagement. Though customer experience, and resultant behavior, is impacted by engagement, it is more tangential and inferential than purposeful in nature. Like the “So what?”

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

Beyond Philosophy

FEBRUARY 16, 2015

Word of mouth long been proven to be a significant component of, and contributor to, downstream customer advocacy and brand bonding, which we at Beyond Philosophy believe is a direct outcome of customer experience. WOM is at least as important as other inputs to optimize KPIs.

Marketing 398

Marketing Advertising B2C Customer advocacy 398

Beyond Philosophy

MAY 31, 2016

Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience. What takes precedence, employees or customers? Which came first, cowboys or saloons? Chickens or eggs?

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

ShepHyken

FEBRUARY 21, 2017

But Bell asserts that the best expression of customer loyalty is customer advocacy. In other words, the customer talks about you, tells stories about you, and tweets about you. In essence, the customer becomes an extension of your sales and marketing staff. Why isn’t the Net Promoter Score by itself good enough?

Customer advocacy 227

Customer advocacy Customer centricity Best practices Sales 227

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” Figuring out the specific emotion you want your customers to feel after your Customer Experience is foundational to the whole process. Sure, but….what

Customer emotions 435

Customer emotions Management Journey mapping Customer advocacy 435

ChurnZero

APRIL 8, 2020

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? developing customer advocacy is a must.

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

GetFeedback

FEBRUARY 15, 2019

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. Not exactly.

Customer Experience 128

Customer Experience Customer advocacy Feedback Coaching 128

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

Customer Service 175

Customer Service Customer advocacy Average Handle Time Customer centricity 175

Beyond Philosophy

JUNE 14, 2016

Based on insights from the Temkin Group report’s State of CX Metrics, 2015, a recent LinkedIn infographic post by CXPA co-founder Bruce Temkin labeled customer experience metrics as “Immature, But Improving”. Further, they are principally macro measures, and limited as enablers for taking detailed, granular experience action.

Metrics 150

Metrics Customer Experience Consulting Consulting 150

Beyond Philosophy

SEPTEMBER 13, 2016

You Also Might Like… B2B Marketers, Analyze This: How Do Prospects Score YOU on Their Experience? Monetary Linkage Between Customer Experience, Loyalty Initiatives, and Advocacy Behavior. Customer Advocacy Behavior: Personal Brand Connection That is More Than Loyalty, Word-of-Mouth, or Recommendation.

B2C 341

B2C B2B Wireless Customer centricity 341

Customer Guru

APRIL 17, 2018

According to a study by Walker, customer experience will overtake price and product as the key brand differentiator by 2020. Further, a research conducted by Forrester demonstrates that 72% of the businesses considered improving customer experience as their priority. What really is Customer Experience?

Customer Experience 141

Customer Experience Customer advocacy Wait times Marketing 141

Lumoa

OCTOBER 20, 2022

It’s no secret that customer experience is key to a company’s success. But what may be surprising is that as businesses compete more and more for customers, customer experience is becoming the new competitive battleground. . A Good Customer Experience Builds Customer Advocacy.

Customer Experience 114

Customer Experience Banking Customer retention Customer advocacy 114

ShepHyken

JUNE 28, 2019

This gives employees the opportunity to make a greater impact on the resolution to the issue, and on the overall customer experience. It’s, therefore, crucial to get exactly right these rare moments that offer the opportunity to nurture the relationship with the customer. Faster than … more powerful than … it’s Superagent!

Contact Center 296

Contact Center Self service Banking Airlines 296

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

Customer Experience 120

Customer Experience Surveys Metrics Feedback 120

ClearAction

FEBRUARY 26, 2015

Customer Experience Journeys: Map for Actionability. How actionable are your customer journey maps? In this 3-part series, we're looking at 3 keys to getting it right: focus on the customers' experience journey , map for actionability , and apply insights everywhere. And a picture paints a thousand words.

Journey mapping 109

Journey mapping Customer Experience Customer advocacy Best practices 109

Influitive

FEBRUARY 8, 2021

A new year welcomes new opportunities for customer advocacy managers and their community members. From new campaigns, recruitment strategies and new goals to achieve, our customers’ programs have been buzzing with activity this past month. It’s also where forward-thinking […]. It’s also where forward-thinking […].

Customer advocacy 59

Customer advocacy Customer Experience Management Best practices 59

PeopleMetrics

MAY 15, 2015

Second: What hobo cryptography has to do with customer experience strategy. In a similar way, your individual customers are united in the circumstances that brought them to you. That might seem melodramatic, but that micro-to-macro mindset is where customer experience metrics like Net Promoter Score originated.

Customer Experience 104

Customer Experience Customer advocacy Employee engagement Customer centricity 104

ProProfs Blog

OCTOBER 31, 2018

In a world where people can easily share their experiences with businesses via social media–an assessment which can make or break a brand— customer advocacy has become one of the top priorities today. What is Customer Experience Marketing and Why Is It Important? Challenges of Customer Experience Marketing.

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

Education Services Group

JUNE 7, 2022

So, Forky asks a question: What is customer advocacy? Do you say: a) Customer advocacy is the foundation of Customer Success, wherein businesses put the customer experience first. The term “customer advocacy” is used in both contexts for two totally different things!

Customer advocacy 52

Customer advocacy B2B Consulting Consulting 52

ShepHyken

FEBRUARY 3, 2017

Notice how we all like good service, but only boast, shout or tweet about experiences that are unique and produce an emotional connection. Good” is the key to customer retention; but “unique” is the secret to customer advocacy. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer advocacy 178

Customer advocacy Customer retention Customer Service Customer Experience 178

PeopleMetrics

NOVEMBER 3, 2015

When thinking about the customer experience, it’s smart to imagine it as a series of interactions. A series of tiptoe steps, taken by an individual customer, through your customer-facing people and technologies. I have three questions to help you consider new technologies in your customer experience.

Customer Experience 100

Customer Experience Customer centricity Customer advocacy Technology 100

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

AskNicely

NOVEMBER 7, 2018

In fact, we all want the magic bullet that drives the customer advocacy growth flywheel. Advocate Marketing is the art of identifying your highest-potential customers, nurturing their potential, and motivating and empowering this ‘Golden 5%’ to preach positive about your company.” ~ Lee Marc Stein , President, Lee Marc Stein Ltd.

Customer advocacy 60

Customer advocacy Feedback Transportation Surveys 60

ShepHyken

MAY 19, 2017

When a customer writes a complaint online, review, tweet, post, etc., Your business is not where you are, it’s where your customers are… online. In a report by The Customer Experience Index in 2012 released by Forrester , 80% of businesses believe they are delivering superior customer service. don’t ignore them.

Customer advocacy 195

Customer advocacy Consulting Consulting Customer Service 195

Beyond Philosophy

DECEMBER 20, 2017

Engagement is principally about fit, alignment, and productivity; so, more is needed to optimize customer experience. Also, there is a direct connection between a company’s employee experience and the Customer Experience they deliver on a company’s behalf.

Employee engagement 170

Employee engagement Customer advocacy Consulting Consulting 170

bold360 Blog

APRIL 27, 2020

How do you engage your customers? Customer advocacy has gotten to be a corporate buzzword like CX or content marketing. But there’s a lot to building a great customer advocacy program. How do you approach your customers? How do we put that customer at the center? How do you engage with them?

Customer advocacy 52

Customer advocacy Engineering Marketing Feedback 52

Brad Cleveland Blog

DECEMBER 9, 2022

The next scene shows him … Continue reading → The post Customer Advocacy: The Secret Sauce appeared first on Brad Cleveland. There’s a scene in the movie Jobs, the biographical drama of Steve Jobs’ life, where he is shown fiddling with a portable CD player. It’s clumsy, heavy, and he struggles to get the CD loaded.

Customer advocacy 49

Customer advocacy Contact Center Call Center Customer Experience 49

Lumoa

FEBRUARY 15, 2021

Customer experience integrations help you to automate your customer experience. For example, you probably have integrated your CRM with your helpdesk already to get a better view of your customers so you can be even more efficient when solving their issues. What is an Integration?

Customer Experience 88

Customer Experience APIs CRM Feedback 88

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. Customers who enjoy positive interactions are more likely to become repeat buyers, brand advocates, and contribute to a lower churn rate.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Brad Cleveland Blog

MAY 9, 2023

When it comes to customer advocacy, there are important aspects of equipping your organization to act within and across functions. The following is a self-assessment.

Customer advocacy 49

Customer advocacy Contact Center Call Center Customer Experience 49

ClearAction

OCTOBER 10, 2017

Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker. “Our customer experience team really wants to make systemic and strategic changes that span the company, so we only tackle situations that our normal business-as-usual processes are not normally suited to tackle.

B2B 83

B2B Customer Experience Customer advocacy Best practices 83

Beyond Philosophy

NOVEMBER 28, 2017

To offer a better gauge of perceived value and customer experience, and better understand purchase decision drivers, it was necessary to put greater emphasis on the emotional. We recognize that the perception of value can be compromised at any stage of a customer’s life and in any element of the customer experience.

B2C 207

B2C Banking B2B Customer advocacy 207

Taylor Reach Group

FEBRUARY 22, 2019

Fixed means the failure is designed out of the product, out of the customer experience (CX), while remedied may mean the failure is still in the product but there is a workaround. The workaround is available, the manufacturer met their customer service obligation, but, the effort to affect the workaround is unusable!

Customer Experience 94

Customer Experience Benchmark Contact Center Customer advocacy 94

Beyond Philosophy

AUGUST 30, 2016

35 years ago, Deming said “Profit in business comes from repeat customers, customers that boast about your product and service, and that bring friends with them”, he was talking about what, for the past decade, we have understood, and effectively measured and applied, as customer advocacy behavior.

B2C 150

B2C B2B Customer advocacy Consulting 150

Help Scout

AUGUST 6, 2024

Learn how to turn customers into loyal advocates with effective strategies for building lasting relationships, enhancing customer experiences, and fostering organic growth. Read the full article

Customer advocacy 64

Customer advocacy Customer Experience 64

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. In essence, customer experience is what makes the world go around!

CRM 66

CRM Customer Care Customer Experience Customer advocacy 66

Beyond Philosophy

MAY 17, 2016

Many of these differences were in relationship and communication areas, essential in leveraging customer advocacy. You Also Might Like… What is Customer Value and How Can You Create It? How Customer Value Management Increases Both Customer and Company Value.

Customer advocacy 186

Customer advocacy Consulting Consulting Sales 186