Beyond Philosophy

JANUARY 25, 2024

Since my request, we were lucky enough to have a new one from Justin Stafford ( justin@customersmarts.co ), founder of Customer Smarts , based in Sydney, Australia, and podcast host of “Customer Smart.” Justin shared how sports can teach us a lot about how to improve your Customer Experience.

Sports 78

Sports Customer Experience Customer Centricity Conference 78

InMoment XI

OCTOBER 29, 2024

For example, a sneaker brand releasing a new product line paying tribute to an iconic athlete would help it connect with nostalgic sports fans. Familiarity and nostalgia create a sense of connection that can strengthen customer relationships. Personalization : Experiences tailored to customer profiles encourage loyalty.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

FEBRUARY 15, 2023

What these additional elements suggest is that customer experience is a team sport that requires the participation, alignment, and coordination of the entire organization—and that your success will be limited if it is a grassroots effort and not a strategy led and supported by the executive leadership team.

Sports 221

Sports Leadership Lifetime Customer ROI 221

AWS Machine Learning

MARCH 14, 2025

He is driven by creating cutting-edge generative AI solutions while prioritizing a customer-centric approach to his work. Outside of work, he enjoys sports, lifting, and running marathons. He spends his free time exploring national parks, discovering new hiking trails, and playing various racquet sports.

Groups 124

Groups Sports CRM Tools 124

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. Sharing the vision, walking the talk, and nurturing the ecosystem are foundational musts for customer-centered business.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

Experience Investigators by 360Connext

APRIL 27, 2021

Consider what customer-centric brands are doing to earn customer loyalty. These foundational steps will help with the big picture, but you still have the power to improve customer experience incrementally. Customer experience is a long game and a team sport. Don’t stop with just your industry.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

PeopleMetrics

MARCH 27, 2025

You create alignment across teamsand suddenly, delivering a great customer experience feels like a team sport. A customer has an exceptional experience with another human being, and they take the time to say something about it. Its the secret to creating a customer-centric culture that sticks. What About AI?

Sports 62

Sports Management Culture Customer Centricity 62

AWS Machine Learning

DECEMBER 23, 2024

About the Authors Alex Buckhurst is a Senior Amazon Connect consultant at Amazon Web Services with a focus on innovation and building customer-centric designs. He works on designing and implementing scalable customer experience solutions. Kai Loreck is a Senior professional services Amazon Connect consultant.

Virtual Agent 106

Virtual Agent Self Service Travel Connections 106

Alida

MARCH 10, 2017

Failure to listen to customers. Brian Solis, a digital analyst and a renowned keynote speaker, says successful CX programs start with a culture of customer-centricity. In fact, customer needs should come before the demands of shareholders. Twitter, according to Solis, demonstrates what happens when you ignore customers.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Alida

APRIL 19, 2017

Companies like Nordstrom, Walmart and Dick’s Sporting Goods actually plan to open more stores in the next 12 months. But in order to reinvigorate sales, the retail industry needs to reimagine the customer experience —and it needs to do so quickly. 87 percent of retailers are now prioritizing customer retention over revenue.

Retail 173

Retail Company Sports Fashion 173

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. Controlling Touchpoints Model. Influencing Companywide Model.

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

Totango

MAY 7, 2024

Selling more effectively to your existing customers simply comes down to effective collaboration between Sales and CS. If you’re ready to drive measurable growth from your customer base, we’d love to talk to you.

Sports 103

Sports Sales Strategy Net Promoter Score 103

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Strategic Investments in Customer Experience As we often say, CX is a team sport.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Pretium Solutions

FEBRUARY 7, 2012

The goal of any professional sports team is always to win the ultimate prize. Anyone knowledgeable about professional sports, however, knows that winning a championship requires the focused commitment and hard work of an entire organization made up of people who engage in the sport itself and others who labor tirelessly behind the scenes.

Customer Centricity 60

Customer Centricity Sports How To Leadership 60

Optimove

NOVEMBER 29, 2018

According to Capgemini, 75% of businesses believe they are customer-centric, whereas only 30% of consumers agree this is the case. Can you gauge whether your organization is more product- or customer-centric? Being product-centric basically means you structure your teams around each product.

Customer Centricity 63

Customer Centricity Multi-Channel Sports CRM 63

Beyond Philosophy

MAY 7, 2020

Identify the culture of your organization now and improve your customer-centricity. My book, Revolutionize Your Customer Experience , delves into the idea of customer-centricity with the Naïve to Natural Model. Ensure the senior team understands why customer-centricity is crucial to your success.

Customer Centricity 174

Customer Centricity Policies Consulting Transportation 174

Comm100

MARCH 8, 2017

Connect with this customer service expert on Twitter today to make sure that your company doesn’t miss out! Her Twitter sports articles about Millennial trends, and is a hot spot for information on what companies can do to appeal to Generation Z and Millennial consumers. Chelsea Krost. ChelseaKrost. Jeannie Walters.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

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. In today’s digital age, the cable industry has seen media production, distribution, and consumption, as well as their customers’ expectations for service, change drastically.

Self Service 41

Self Service Entertainment Advertising Return on Investment 41

Blake Morgan

MARCH 13, 2023

Looking to be customer-centric? Companies with female CEOs aren’t just more profitable —they also tend to lead in customer experience. Women thrive in customer-centric roles. Jessica is bringing KT Tape to everyday athletes by listening to feedback and building customer relationships.

Customer Centricity 66

Customer Centricity Company Insurance Hotels 66

InMoment XI

OCTOBER 4, 2024

A customer’s experience doesn’t start and end with purchasing your product or service. Managing this experience through a customer-centric approach can help businesses strengthen their customer relationships for long-term success. What is Customer Experience Management? Encourage a customer-centric culture.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Chattermill

SEPTEMBER 16, 2018

US Open 2018: Can Amazon Ace Live Sports Broadcasting? Using the power of AI to interpret theme and sentiment within each and every customer review we set out to find answers. Despite spending $40 million on a five-year deal Amazon failed to ace it’s first exclusive coverage of a live sporting event. by Sam Frampton.

Sports 53

Sports Customer Centricity Feedback Marketing 53

ShepHyken

JANUARY 14, 2019

Great CX Requires a Cross-Team Commitment to Customer Centricity by Josh Brown. Appcues) Great CX is not just a team sport—it’s a cross-team sport that requires a company-wide commitment to customer centricity in order to get right. My Comment: Customer experience is everyone’s job.

Customer Journeys 98

Customer Journeys Customer Service eBook Sports 98

Experience Investigators by 360Connext

JUNE 13, 2018

They wore crowns, had expressions, and even sported jewelry! Customers have been trained in many industries to expect poor service. Customer-centric leaders should realize how these expectations weave into the experience overall, creating either delight or disappointment. We call this the Sea Monkey Syndrome.

Customer Service 152

Customer Service How To Sports Communication 152

CX Journey

MAY 15, 2019

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. Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum.

Sports 150

Sports Leadership Customer Centricity Culture 150

ShepHyken

SEPTEMBER 22, 2021

In the past, I covered six steps to creating a customer-centric culture. Six steps to creating a customer-centric culture. Principle One: Everyone has to be in it to win it – As I mentioned above, customer service is a philosophy to be embraced by everyone. It’s part of the company’s culture.? .

Culture 112

Culture Customer Centricity Sports Customer Service Training 112

NICE inContact

FEBRUARY 6, 2019

It is never a silo-ed operation, it is a team sport. The CX processes tend to be more customer focused rather than internal focused embracing key methodologies like Lean/Six Sigma, value stream mapping and others. Companies have to look at where they are in the CX maturity level as of today.

Net Promoter Score 137

Net Promoter Score Contact Center Average Handle Time Effort Score 137

Happy or Not

NOVEMBER 13, 2024

Exceptional customer service goes beyond simply addressing customer inquiries—it involves anticipating needs, personalizing customer interactions, and delighting customers at every touchpoint. It showed how personalized support and customer-centric solutions can result in happy customers who feel valued.

Examples 36

Examples Customer Service Case Study Hospitality 36

Experience Investigators by 360Connext

MARCH 5, 2024

Issues can quickly spread across an organization if left unchecked — an overwhelmed IT team may fall behind on resolving customer issues, which increases the number of customer help requests, which inundates the customer support team… you get the idea.

Employee Experience 260

Employee Experience Customer Experience Customer Journeys Net Promoter Score 260

Customer Bliss

DECEMBER 6, 2018

His focus is on creating a new customer first culture, driving change through improved insights and research, and building new teams across his field services and call center divisions throughout the Caribbean and Latin America. He’s an avid sports fan, whether coaching his kids or cheering for the Alabama Crimson Tide football team.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

Lumoa

JUNE 14, 2023

Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. According to CustomerGauge’s 2022 report , NPS sports an impressive 41% trust rating among B2B businesses – higher than any other rating system of its kind!

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

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. And the most important quality to ensure a positive experience, is by creating a customer-first mindset. Customer-Centricity Starts From the Top Down.

Sports 81

Sports Customer Centricity Measurement Consulting 81

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. Here is the link. Here is the book link. Here is the link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Experience Investigators by 360Connext

JULY 26, 2022

The more we treat CX as a team sport, the more likely it is for us to achieve meaningful outcomes for both our customers and our organizations. Common Challenges to Cross-Functional Cooperation in Customer Experience. The leaders I speak to express this same feeling. ” with very little else. You can do this!

Customer Journeys 143

Customer Journeys Sports ROI Return on Investment 143

Pretium Solutions

FEBRUARY 7, 2012

The goal of any professional sports team is always to win the ultimate prize. Anyone knowledgeable about professional sports, however, knows that winning a championship requires the focused commitment and hard work of an entire organization made up of people who engage in the sport itself and others who labor tirelessly behind the scenes.

Customer Centricity 40

Customer Centricity Sports How To Leadership 40

Pretium Solutions

FEBRUARY 7, 2012

The goal of any professional sports team is always to win the ultimate prize. Anyone knowledgeable about professional sports, however, knows that winning a championship requires the focused commitment and hard work of an entire organization made up of people who engage in the sport itself and others who labor tirelessly behind the scenes.

Customer Centricity 40

Customer Centricity Sports How To Leadership 40

Beyond Philosophy

MAY 3, 2017

Depending on the company, we might use Customer Mirrors to see the experience from the customer’s point of view, or we might use our Naïve to Natural assessment to evaluate the organization’s level of customer centricity. You don’t need to go out and stir up confrontation just for the sport of it. It’s critical!

Consulting 133

Consulting Sports Leadership Culture 133

ChurnZero

JULY 2, 2020

The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer. Q: How do you know if you’re successfully putting the customer at the center of your organization?

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Effort Score Sports 98