Maru Group

MAY 5, 2020

As we continue to seek to understand how the COVID-19 pandemic affects consumers’ day-to-day realities, we conducted qualitative research with sports fans to dive deep into their feelings, actions, and attitudes. Globally, sports have been put on hold. Cultural Context. As any fan knows, sports represent more than competition.

Sports 52

Sports Engagement Marketing Entertainment 52

Avaya

APRIL 9, 2019

Sports marketing, sponsorship, fan engagement, player tech, these are all things that have come on heavy in recent years. Previously, sports were simply about the main media networks, the prime times, the most popular sports, and the players. But now… the business of sports has grown infinitely and means so much more.

Sports 51

Sports Trends Entertainment Contact Center 51

Experience Investigators by 360Connext

APRIL 27, 2021

Every piece of customer communication is a chance to connect. Your customers will feel connected to your brand when Cheryl asks if there’s anything else she can do for them, not when “service@yourdomain” confirms order #IR-1496279-8. Cultivate an engaging company culture. Customer experience is a long game and a team sport.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

Michel Falcon Experience

APRIL 13, 2023

Michel Falcon: Welcome to the People-First Culture podcast with me, Michel Falcon, where I share lessons I’ve learned and those of others on how to build a more purposeful business and career. Welcome to the People-First Culture podcast with Michel. When did you first learn that company culture could actually drive growth?

Culture 60

Culture Company ROI Leadership 60

Customer Bliss

MAY 23, 2018

Fanatics is the world’s largest provider of officially licensed sports gear. In this episode, Carolyne speaks about the importance of employee experience at Fanatics and how that translates to a better customer experience for dedicated sports fans. What can be done to improve the “click to porch” experience (from order to delivery).

Sports 197

Sports Customer Experience Travel B2C 197

SurveySensum

NOVEMBER 5, 2024

Nike is one of the most reputable apparel and shoe brands in the sports industry, boasting a value of over 30 billion US dollars. Nike has created a culture of exclusivity with its loyalty program and this approach doesn’t just increase repeat purchases, it also makes customers feel like they are part of something bigger.

NPS 52

NPS Loyalty Strategy Loyalty Programs 52

Joe Rawlinson

JULY 22, 2024

Boosting Team Morale Team spirit is crucial for a cohesive work culture. Imagine your team members sporting customized apparel or stationery—these items not only create a professional look but also reinforce a shared identity and pride in their workplace. Personalized merchandise can foster a sense of unity and pride among employees.

Apparel 78

Apparel Return on Investment Sports Culture 78

ShepHyken

MARCH 26, 2024

Whether it’s sports, entertainment, or business, some people are so good that what they do looks easy. I Googled the quote to find out who to attribute it to and found numerous variations: In sports, Ken Griffey Jr., Connect with Shep on LinkedIn. Isn’t that what the best people do? There’s a difference!

Entertainment 92

Entertainment Sports Customer Service Training Training 92

Experience Investigators by 360Connext

MARCH 5, 2024

They become champions of CX, too, by connecting day-to-day work to direct customer outcomes and integrating CX into the entire employee journey. How Customer Experience Leaders Can Shape The Employee Experience CX is a team sport. HR and L&D teams enable employees with the processes, technology, and education they need to thrive.

Employee Experience 260

Employee Experience Customer Journeys Customer Experience Net Promoter Score 260

Experience Investigators by 360Connext

APRIL 23, 2024

It’s up to CX leaders to clearly communicate about these connections for their organization. Identify and Measure Key Performance Indicators (KPIs) Understanding the connection between CX initiatives and KPIs is crucial. Strategic Investments in Customer Experience As we often say, CX is a team sport.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Michel Falcon Experience

JANUARY 9, 2020

On Breaking It Down, I sit down with entrepreneurs and business executives to help them solve company culture, employee engagement and customer experience challenges in their organization. On the premiere episode with CEO/Founder of Sport and Social Group Kristi Herold and I explore: 1. Tipping Culture In Non-Traditional Tipping Jobs.

Engagement 78

Engagement How To Sports Employee Engagement 78

CSM Magazine

NOVEMBER 15, 2024

Think of a slogan as a brand’s calling card – a chance to showcase its unique voice, impress customers, and establish a connection that’ll last long after the first impression fades. Memorable slogans should connect with the audience, resonate with their values, and be easy to recall and appreciate.

Customer Service 52

Customer Service How To Social Media Culture 52

North Highland

JUNE 3, 2019

In this blog, Pavan Bilkhoo, a leader within North Highland’s Global People & Change practice, chats with Joe Shaw, the Saracens Skills and Attack Coach, and gets his thoughts on how organisations can develop purpose-driven values and create enviable cultures for their teams – whether in sport or business.

Culture 74

Culture Sports Meeting Connections 74

ShepHyken

JULY 8, 2024

She said a few other words that insulted her coworkers, but I stopped her and said as nicely as I could, “I’m sorry you’re frustrated with the team in the kitchen, but you really shouldn’t complain about them to us.” Customer service is a team sport. Connect with Shep on LinkedIn.

Sports 146

Sports Customer Service Training Customer Service Training 146

Upwave

MAY 26, 2022

With teams that are working across different countries, time zones and cultures, we know how important it is for Upwavers to feel connected. Patricks Day Happy Hour: When we’re not chugging hot sauce for the sport of it, Upwave encourages the team to give back to philanthropic organizations they are passionate about.

Culture 26

Culture Sports Roadmap Advertising 26

BlueOcean

JANUARY 20, 2022

The cherry on top of these considerations is the cultural alignment between your organization and your customer base. We regularly partner with brands who like to be able to connect with their customers at a personal level.

Contact Center 156

Contact Center Customer Care Infographics Sports 156

Customer Bliss

NOVEMBER 1, 2018

How do you hold yourself accountable when managing culture and employee experience? Mary and her team ensure that they’re conscious and connected with the driver community. Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

CSM Magazine

SEPTEMBER 28, 2018

However, many leaders are doing their organizations a disservice by not using Customer Service Week to its fullest potential as a platform for employee engagement that fosters a deeper culture of service. Rather, look at it as a jump-start for longer-term or ongoing initiatives for engaging employees and strengthening the service culture.

Connections 40

Connections Customer Service Strategy Employee Engagement 40

InMoment XI

OCTOBER 4, 2024

Encourage a customer-centric culture. 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. This strategy makes customers feel more connected and loyal to the brand.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ECXO

DECEMBER 26, 2023

About the book: The Digital Seeker distils key lessons from the compelling stories of innovative businesses: not just tech companies but companies spanning a wide range of industries, including amusement parks, fashion, sports, health care, distribution, and the public sector. messaging, social media, live chat, video chat, online reviews).

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Experience Investigators by 360Connext

JULY 6, 2021

But customer experience is a team sport, so great cross-functional teams also understand how important it is to communicate ongoing success and support the processes and systems required to deliver to the customer throughout their journey. The best way to do that is to share both data and stories that connect emotionally with leaders.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

Integrity Solutions

JUNE 18, 2021

We often associate “coach” with a sports analogy. Below we’ve aggregated 10 sales coaching articles, blogs and infographics various subject matter experts from across Integrity Solutions have published that demonstrate the importance and results of developing a culture of sales coaching in an organization. Manage or Coach?

Sales 97

Sales Leadership Infographics Culture 97

Up Your Service

AUGUST 8, 2018

KAUFMAN: This speaks directly to the area that I’m best known for around the world: developing “uplifting service cultures.” Furthermore, these companies incorporate what I call the “12 building blocks of uplifting service culture.” SPEAKING.COM: What are a few of the 12 building blocks of service culture?

Culture 53

Culture Airlines Net Promoter Score Leadership 53

Customer Bliss

AUGUST 9, 2018

PTC is a B2B global software company that offers a technology platform and solutions to help companies design, manufacture, operate, and service things for a smart, connected world. Drive culture change. Define Customer Success and Speak the Same Language. Customer Room goals: Educational space for employees. About Elizabeth Curtin.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

GlowTouch

APRIL 27, 2021

Billed as the fastest two minutes in sports, the Kentucky Derby is as much a social event as it is a horse race. It is among the most-watched sporting events of every year, often trailing only the Super Bowl. They are what make a mile-and-a-quarter horse race into the longest continually running sports event in America.

Customer Service 52

Customer Service Sports Hotels Return on Investment 52

Integrity Solutions

FEBRUARY 27, 2023

The first thing that comes to mind when you hear the word “coach”, understandably, is probably a sports reference. A coaching culture must dovetail with broader corporate goals — the growth strategy, the need to onboard, train and develop new salespeople to become productive quickly, and decrease costly sales turnover.

Sales 64

Sales Management Culture Leadership 64

Up Your Service

AUGUST 8, 2018

Building a Service Culture, an interview with Ron Kaufman. RON KAUFMAN: This speaks directly to the area that I’m best known for around the world: developing “uplifting service cultures.” Furthermore, these companies incorporate what I call the “ 12 building blocks of uplifting service culture.

Culture 40

Culture Airlines Net Promoter Score Leadership 40

Experience Investigators by 360Connext

DECEMBER 8, 2020

When you can connect the dots to understand what CX efforts drive business results, you can work deliberately towards driving even better results, and do so with the buy-in of leaders who recognize the effect CX is having on their goals as well. . Customer experience is a team sport. If not, how can they be included in the future?

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

Lumoa

FEBRUARY 6, 2018

If your business isn’t interested in CX then it’s effectively saying “we don’t care who buys our product, as long as somebody does” – this WILL find you out in today’s connected, empowered world. Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

AWS Machine Learning

MARCH 11, 2024

A customer data platform like Twilio Segment allows companies like VistaPrint to build a connected, 360 degree view of their customers by aggregating data from all of their customer touchpoints across multiple business domains. When not experimenting with machine learning systems, Vibhu likes to read, play sports and listen to music.

Ecommerce 119

Ecommerce System Sports Software 119

Blake Morgan

MARCH 13, 2023

As the new CEO of sports tape company KT Tape, Jessica is endeavoring on a major customer-first rebranding to make the brand more accessible. Each Rosewood property reflects the local culture and history and covers every possible detail a customer could need. By redefining luxury, she aims to appeal to a new generation of travelers.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

DCX

SEPTEMBER 22, 2024

-Mark Free Access to this week’s Premium DCX Links Edition, is Courtesy of Frost & Sullivan Executive MindXchange ONE MONTH AWAY: From October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections. Selling Experiences.

Sports 52

Sports Social Media Roadmap Feedback 52

DCX

SEPTEMBER 22, 2024

-Mark Free Access to this week’s Premium DCX Links Edition, is Courtesy of Frost & Sullivan Executive MindXchange ONE MONTH AWAY: From October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections. Selling Experiences.

Sports 52

Sports Social Media Roadmap Feedback 52

NetBase

MAY 2, 2019

Engaging consumers is all about connecting to them personally – as if you were their bestie, hanging out over coffee. Create – use audience segment insights to create a unique fandom around your brand, with a culture all its own; think Justin Bieber’s “ Beliebers ”. But here are some ways to do that more specifically.

Engagement 71

Engagement Entertainment Sports Social Media 71

NetBase

APRIL 28, 2020

With live sports cancelled for the foreseeable future, many sports fanatics have turned to these platforms to get their competitive fix. Many players have become household names in the industry, just as there are superstars in the world of traditional sports. eSports Evolution. They don’t tend to do that for just anybody.

Brands 67

Brands Sports Social Media Banking 67

CX Accelerator

DECEMBER 5, 2017

There may be a suffocating culture in play in which people do not experience the freedom to be themselves, or you as a leader may be ignorant to the true nature of the team. When you invest the time and energy to allow agents to connect socially and forge meaningful relationships, you are paving the way for long-term loyalty.

Loyalty 140

Loyalty Customer Service Contact Center Sports 140

North Highland

SEPTEMBER 3, 2019

At major conferences, pop culture conventions and sporting events, a well-executed sponsorship can place a business in front of an audience numbering in the hundreds of thousands. Sponsorships and activations at major events offer the opportunity to rise above the noise, in a way that emphasizes solid human connections with consumers.

Hospitality 61

Hospitality Industry Sports ROI 61