Customer Bliss

MAY 9, 2018

Most important, it shifts conversations about this work from the internally driven attention to the achievement of sales or a survey score, to caring about customers’ lives. To care about “why” customer behavior changed as a result of their journey with you. Then move to specifics. And most importantly “WHY?”

ROI 245

ROI Customer Experience How To Leadership 245

InMoment XI

JULY 7, 2022

Essentially, brand equity is a measurement of how much customers trust your brand’s product over a generic, which can indicate how much more likely a customer is to pick your product over a generic brand. The better your brand equity, theoretically the better your company will perform in sales and public perception.

Brands 369

Brands How To ROI Social Media 369

Vonage

MARCH 26, 2018

Providing a seamless omni-channel service that makes sense for your customer base is essential. To survive in the customer experience economy, businesses have to adapt to customer behavior. That includes letting customers choose how they want to get in touch. Here’s what we learned.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

ijgolding

AUGUST 12, 2018

According to dictionary definition, happiness can be defined as: “a mental or emotional state of well-being which can be defined by positive or pleasant emotions ranging from contentment to intense joy. If we dig deeper into this definition, the words ‘positive or pleasant emotions ranging from contentment to intense joy’ really stand out.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

ShepHyken

DECEMBER 29, 2024

My Comment: The simple definition or description of social listening is to pay attention to what customers are saying about you anywhere other than directly with you. Online reputation is critical for businesses, and a key part of understanding how to improve CX.

Customer Service 73

Customer Service Self Service Connections Social Media 73

Gainsight

JULY 11, 2022

You can watch the full conversation below, though I’ve also summarized 7 key lessons we shared on how to recession-proof your customer base. Sid showed us how the new environment of valuation is much closer to where we were before the massive expansion of our monetary base by the Federal Reserve.

Customer Base 59

Customer Base Effort Score Sales Financial 59

ShepHyken

FEBRUARY 16, 2025

It changed over time to what it is today; the end-to-end experience a customer has with any and every interaction they have with a company or brand. The same thing is happening with customer engagement. The past definition (which still works today) has focused on how a company interacts with its customers.

Loyalty Programs 79

Loyalty Programs Customer Service Customer Journeys Loyalty 79

CSM Magazine

DECEMBER 19, 2022

The goal is to give a boost to development, to increase customer loyalty. The definition is published here. Another goal is to attract additional customers. The management of Jackpot City online casino does everything possible to increase the customer base. How to Maintain a Customer Base. Conclusion.

Customer Base 52

Customer Base e-support Loyalty Call Center 52

Zeisler Consulting

NOVEMBER 12, 2024

Sure, they’re hiring me because they’re looking to limit churn in their own Customer base…they’re engaging with my approach to CX because they’ve identified (or maybe they haven’t yet, and we can work on that) ways in which they’re falling short on delivering their Brand Promise. Let me get her on the phone.”

Consulting 72

Consulting Course Connections Engagement 72

ClearAction

JANUARY 20, 2020

. “ultimate outcome ” or “job-to-be-done” (what the customer “hires” your stuff to do for them)). Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. 12) Reward Proactive CX Improvements.

Customer Experience 120

Customer Experience Analysis Customers Metrics 120

GetFeedback

NOVEMBER 23, 2019

Artificial Intelligence (AI) is not a new topic for customer experience, but its value in the space is definitely becoming higher. Particularly in terms of customizing experiences, enabling teams to work more efficiently, and “ achieving a single view of the customer ,” as Salesforce puts it.

Conference 48

Conference Case Study Fashion Customer Expectations 48

CX Journey

SEPTEMBER 19, 2017

By definition, the mapping process is a collaborative effort that brings different departments together to build that initial assumptive map: for discovering, learning, and sharing. Once you've created the assumptive map , you must have the map validated by customers. Definitely not. This is where maps help to break down silos.

Customer Journeys 121

Customer Journeys Touchpoint Customer Experience Professionals Customer Experience 121

InMoment XI

AUGUST 1, 2024

In this post, we’ll dive into what customer sentiment is, why it matters, and how you can measure and improve it to boost your business performance. But first, let’s go over a few basic definitions of customer sentiment, customer sentiment analysis, and customer sentiment score. What is Customer Sentiment?

Measurement 195

Measurement Effort Score How To Hotels 195

InMoment XI

OCTOBER 4, 2024

It’s easy to think of CXM and customer relationship management (CRM) as the same processes because they both offer a better understanding of customers through data. But, they have a few key differences as they address different aspects of the customer’s interactions with the brand. Personalize your customer interactions.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

SurveySparrow

MAY 9, 2024

After all, our ultimate goal is customer retention, right? Your users definitely do! User Journey: Ongoing user experience can be measured with User satisfaction surveys, feature usage data, social media mentions Customer support Interactions: Prompt service is key to a satisfied customer base.

Feedback 52

Feedback How To Social Media Effort Score 52

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

GetFeedback

FEBRUARY 2, 2020

Loyal customers are the customers who will continue to buy your product with or without sales or discounts and will recommend your business to their friends. The goal for every business is for all of their regular loyal customers to be enough to keep the business going. Start a customer loyalty program.

Loyalty 170

Loyalty Loyalty Programs Rewards Programs Social Media 170

NICE inContact

MARCH 6, 2018

There are several existing platforms and those that are emerging that exist to give Voice of the Customer (VoC) a way to reach others. Some companies recognize these platforms as a collection of feedback from their customer base.

How To 180

How To Analytics Survey Feedback 180

ijgolding

JULY 24, 2018

Has it helped you better understand your customers? If it hasn’t, it definitely should. Step #2: Find one or two tactical business rules used across your customer base and replace them. The improvements will be dramatic because your customers are diverse, but the business rule is simple. Machine Learning Defined.

Virtual Agent 144

Virtual Agent Analytics Chatbots Customer relationships 144

Totango

OCTOBER 30, 2024

Do you know the percent of customers that make it successfully through onboarding? What customers are deploying additional use cases on their own? What is the expected definition for successful implementation? But who is applying that same level of measurement to the post-sale funnel?

Roadmap 62

Roadmap Sales Measurement Tips 62

ChurnZero

SEPTEMBER 1, 2023

SaaS companies that want to grow have to really pay attention to their customer base. That requires having a single executive responsible for pulling together insights from the different teams to get a broad perspective of customers needs. ” The post What is a chief customer officer?

Chief Customer Officer 52

Chief Customer Officer Self Service Leadership Sales 52

NICE inContact

AUGUST 9, 2017

I am, by definition, part of the Millennial Generation, although I’m nearly as old as someone can be while still being lumped in with these young whippersnappers. Since it is clear the next-generation customer base is shifting away from the phone channel, businesses are finally starting to move their direction.

Customer Service 146

Customer Service Social Media Contact Center Study 146

Experience Investigators by 360Connext

AUGUST 26, 2020

We’ll explore deeper definitions of what Organizational Goals and Leadership Goals are in a moment. The key thing to know is that by inputting Organizational Goals and Leadership goals into the formula, you can more easily identify that specific outcomes that will be most meaningful to your company and your customers.

Net Promoter Score 143

Net Promoter Score Leadership Customer Journeys Metrics 143

ShepHyken

FEBRUARY 13, 2019

A customer appreciation event: These can be fun yet also expensive. And if you have a national or international customer base, it won’t be practical. So, let’s modernize this and do a customer appreciation Facebook Live event. He loved it and it has a permanent place on his bookshelf.

Fashion 127

Fashion Video Customer Service Training Customers 127

InMoment XI

AUGUST 25, 2023

The scale of your CX program should align with your organization’s resources, goals, and customer base. As we talked about earlier, you need to have a definition of success, and clarity on your objectives. If your program is too small, it may not move the needle at all. What are you trying to achieve with this partnership?

How To 195

How To ROI Net Promoter Score Measurement 195

ClearAction

JANUARY 20, 2020

. “ultimate outcome ” or “job-to-be-done” (what the customer “hires” your stuff to do for them)). Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. 12) Reward Proactive CX Improvements.

Analysis 90

Analysis Customers Metrics Customer Experience Management 90

Comm100

JULY 23, 2019

Can you imagine a customer service agent hanging up on you? How to Hang Up on Customers and Excel at Customer Service” is a course that no one offers, ever. MaximumOn assures our customers that their core live chat offering would always be available for their customers.

Communication 117

Communication Social Media Chatbots Customer Centricity 117

Retently

AUGUST 18, 2024

High NPS scores can definitely feel like a big win. After all, Net Promoter Score is a popular way to gauge how happy your customers are and how likely they are to recommend your business to others. It’s a straightforward metric that many businesses use to celebrate their customer satisfaction. So why does this matter?

NPS 146

NPS Net Promoter Score Effort Score Customer Satisfaction 146

ShepHyken

AUGUST 27, 2021

It is very tough to find out what customers expect from a business these days. The drastic changes in customer behavior and online trends make it a daunting task to keep a customer base happy and loyal. Personalized experiences are the keys to such strong bonds between customers and a brand. Bottom line .

Customer Experience 159

Customer Experience Customer Journeys Touchpoint Customer Satisfaction 159

Retently

OCTOBER 23, 2024

This is related to timely deliveries, stock-outs, miss-picks, missing items, or faulty products that prevent customers from getting the value your brand has to offer. Duty charges that are not clearly mentioned on the website may not be related to the supply chain, but are definitely among the top reasons for customer frustrations as well.

Ecommerce 109

Ecommerce Survey Retail NPS 109

BlueOcean

APRIL 14, 2023

If done well, ChatGPT can be a great tool for improving the customer experience, but if it’s not the right fit for a particular brand or customer base, it can lead to dissatisfaction. When it comes to the integration of ChatGPT into our daily lives, there are definitely a lot of potential benefits.

Government 156

Government Customer Service Representative Technology Guidelines 156

AskNicely

OCTOBER 10, 2017

Uncover customer sentiment. If you want a picture of overall customer happiness, then survey a subset of your customer base periodically and see which way your score is heading. For more online reviews and referred customers, use NPS to identify promoters and add them to marketing’s referral and loyalty programs.

NPS 150

NPS Net Promoter Score Survey Ecommerce 150

Optimove

OCTOBER 19, 2020

The same can be said for eCommerce – customers who shop from more than one product category are likely to be more valuable to your business and contribute to your bottom line. So, encouraging customers to experience multiple products is definitely worth it. Which customers should we focus on?

CRM 98

CRM Sports Ecommerce Video 98

ShepHyken

OCTOBER 4, 2019

In the words of Gallup, a management consulting company, customer engagement is a customer’s psychological or emotional attachment to a product, company, or brand. It is the definitive business growth predictor. Why do I need to engage my customers? By engaging existing customers, businesses aim to retain them.

Brands 123

Brands Engagement How To ROI 123

Comm100

JANUARY 9, 2018

The wording of your questions needs to be clear and easy to interpret by your entire customer base. While all of us would love the feedback on our customer service functions to be nothing short of glowing, wording questions in a leading way that produces great scores isn’t an accurate or true reflection of your service provision.

Customer Satisfaction 224

Customer Satisfaction Survey Tips How To 224

SuiteCX

FEBRUARY 22, 2017

Then, the definition was any interaction in the process that includes the “paying customer.” The customer-experience community also has various definitions for MOTs in relation to the customer journey. There, customer interactions are typically called “touchpoints,” and MOTs are the more significant touchpoints.

Effort Score 113

Effort Score Touchpoint Airlines Interaction 113

InMoment XI

JANUARY 2, 2023

Nonetheless, these tried and true customer experience survey methodologies are used across industries, and are a great place to start as you grow your program. What Is Customer Experience? A Quick Definition to Get Us Started. Customers who are promoters score 9 or 10. The Three Most Popular CX Metrics.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221