GetFeedback

JULY 19, 2019

Thanks to the internet, customers have a multitude of options to give you feedback, and they use these options every day based on convenience and circumstance. When you assemble the data mechanisms for your VoC program, the goal is to get the most complete picture of your customers and to understand their experience as fully as possible.

Data 262

Data How To Social Media Effort Score 262

Michelli Experience

JUNE 28, 2016

From there, I work with leaders to determine what they want to be known for and what they want to hear their customers say about them. For years companies have been trolling social media to see what customers post about brand experiences. Listening to customer is always a great idea.

Brands 185

Brands Social Media Financial Analysis 185

Michelli Experience

APRIL 11, 2017

One of the great things about social media is the ease with which customers can make what I refer to as “passive” referrals through the power of “social shares” or “likes.” A personal thank you note or small unexpected thank you gift goes a long way to sustaining referral behavior. Make it easy to make referrals.

Customer Care 230

Customer Care Brands Net Promoter Score Social Media 230

Customer Bliss

MAY 19, 2016

Customer Experience Competencies: Customer Listening Path. Aggregate multiple channels of customer feedback. It’s not just surveys, but it’s also not just social media. This is a major necessity for true customer growth. You need to create experiences that customers can repeat.

Customer Experience 171

Customer Experience Social Media Leadership Feedback 171

Beyond Philosophy

FEBRUARY 6, 2021

got her doctorate at Stanford University, and after a stint at the University of Hawaii and then Apple, she now works in Silicon Valley at a social media giant. Both scientists have been charged with applying what they know about the behavioral sciences to guide both internal decision making, and external customer decision making.

Financial 193

Financial Social Media Consulting Customer Experience Design 193

Storyminers

JANUARY 21, 2015

With the launch of Private Vegas, Patterson isn’t just creating a reading experience for consumers, he’s creating real-world, … Continue reading → Blog Customer Engagement Strategy Experience Design analysis Customer Experience Design james patterson mike wittenstein opinion reader experience social media strategy thrill'

Social Media 100

Social Media Customer Experience Design Analysis Customer Engagement 100

InMoment XI

NOVEMBER 2, 2022

What Is CX Design? The idea of CX design was relatively simple for many years. Basically, when an organization’s leadership decided to engage in customer experience design, they would deploy surveys (sometimes physically) for customers to fill out and hand back. Let’s get into it!

Touchpoint 243

Touchpoint Customer Experience Design Brands Customer Experience 243

Myra Golden

FEBRUARY 16, 2018

Your interactions with customers who have experienced a problem need to be structured in such a way that you restore the customer’s confidence in your company, and you regain their goodwill. You can do this in just three steps, whether you’re talking to your customer over email, chat, text or social media.

Social Media 61

Social Media Airlines Software Interaction 61

Storyminers

SEPTEMBER 11, 2020

Mike Wittenstein is the founder of StoryMiners, one of the world’s first customer experience design consultancies. The company is renowned for its ability to hone into the core values of a company and translate them into captivating experiences, enabling their clients to reach their full potential. Enter Nimble.

Case Study 147

Case Study CRM Study Customer Experience 147

Michelli Experience

FEBRUARY 27, 2018

As many of you know, Snapchat’s new design has sparked considerable criticism, but a simple tweet by celebrity Kylie Jenner purportedly contributed to a freefall for Snapchat’s stock. Here’s how social media reporter Megan Hills tells it in a Fortune article titled Snapchat’s $1.3

Training 133

Training Social Media Consulting Customer Experience 133

BlueOcean

JANUARY 6, 2020

Gartner reveals that of the 70% of customers who start their journey on self-service channels, only 9% resolve their issue there – the vast majority switch channels, creating an exponentially more expensive customer service solution. To put it simply: focus on your holistic customer experience design before you add new channels.

Omni-Channel 177

Omni-Channel Customer Care Self Service Wait Times 177

Kustomer

MARCH 23, 2022

They can range from social media influencers who represent your company for sponsorship to your everyday consumer who’s simply evangelical about a brand they love. In this article, we’ll be discussing mostly the second type of brand ambassador — the valued customer who freely recommends you to friends and family.

Brands 95

Brands Social Media Loyalty Omni-Channel 95

Michelli Experience

APRIL 11, 2017

One of the great things about social media is the ease with which customers can make what I refer to as “passive” referrals through the power of “social shares” or “likes.” A personal thank you note or small unexpected thank you gift goes a long way to sustaining referral behavior. Make it easy to make referrals.

Customer Care 133

Customer Care Brands Net Promoter Score Social Media 133

Michelli Experience

NOVEMBER 1, 2016

In his 1943 paper, “A Theory of Human Motivation”, Abraham Maslow foreshadowed a key ingredient to modern customer experience design. In essence, once you are able to meet a customers’ basic or functional need…there are higher needs you can address to drive their loyalty with your brand.

Connections 100

Connections Video Social Media Customer Experience Design 100

BlueOcean

NOVEMBER 29, 2023

Today, we’re also looking at chat, text, social media, and mobile apps—while on the horizon is tech such as augmented/virtual reality and sophisticated wearable devices. This also means that part of the discussion about the multi experience is the nature of the touchpoints themselves—do they require voice, gestures, touch, or chat?

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

Storyminers

JULY 29, 2016

The most effective customer retention strategy – use your social media accounts to engage with what your customers are sharing online. All of these can be delivered across channels such as email, social media, a hand-written note or a phone call. Principal, Spencer X Smith Consulting. Brian Honigman.

B2C 124

B2C Customer Retention Brands Strategy 124

Michelli Experience

JULY 20, 2016

2) Pique Interest and Build Anticipation for Your Core Fans – Rather than hyping the app’s release endlessly and in a shotgun manner (commercials, social media saturation, etc). According to Ad Age , “In social media, Niantic tweeted that the game was available in the U.S., Pokémon Co. Australia, and New Zealand.

Interaction 100

Interaction Technology Social Media How To 100

Beyond Philosophy

MAY 31, 2019

You have probably seen the meme on social media or heard John Mulaney’s joke about the surprising non-issue quicksand presents in adulthood: How to Design for Uncertainty in Your CX. So, what does that mean for your Customer Experience? Breaking a mirror and getting seven years bad luck.

Customer Experience 127

Customer Experience Social Media Insurance Customers 127

Michelli Experience

MARCH 25, 2016

Living in the information age where there’s YouTube, from which hours are consumed for entertainment, as well as different social media platforms like Facebook and Twitter—everything has evolved to accommodate a more visual and tech-savvy generation.

Video 100

Video Entertainment Customer Service Social Media 100

Comm100

AUGUST 1, 2018

Christopher argues that just like space flights, self-driving cars, Airbnb and Uber, the customer experience industry is set to experience disruptive changes that are bound to shake up the way we view and service customers. Technology is making it easier to monitor performance in customer experience.

Customer Experience 122

Customer Experience Policies Social Media Effort Score 122

Kustomer

APRIL 21, 2022

From bad experiences to ambassador opportunities. The second someone goes on social media to write a comment about a negative experience they’ve had with your company can create a lot of chaos, especially in today’s digital world. Through sales and customer service, product support. Social media.

Social Media 86

Social Media Brands Loyalty Marketing 86

Michelli Experience

MARCH 11, 2016

Media-centric advertisements, immersive SMS and dynamic social media environments are to be expected. Now, text requests, mobile voting systems, augmented reality, social media chat and in-store pick-up options are mainstream mobile features. In 2016, mobile marketing will be a must-have by many businesses.

Technology 100

Technology Company Marketing Loyalty Programs 100

Michelli Experience

MAY 2, 2017

Recently during a shareholders meeting, the Starbucks chief technology officer, Gerri Martin-Flickinger, suggested that consumer behavior is changing so rapidly that the days of customers using “one finger and point and click” to order online are waning and that the future will exclusively involve voice ordering.

Trends 113

Trends Fashion Customer Experience Social Media 113

Storyminers

MARCH 26, 2018

Since our founding as a customer experience design consultancy in 2002, StoryMiners has helped over 500 clients on 700+ projects in over 20 countries (and in 4 languages). How We Reinvented Our Own CX. Clients rave about the business results we help them achieve with CX and story. So, we opened up a project file and got to work!

Social Media 100

Social Media CRM Customer Experience Design Communication 100

Michelli Experience

DECEMBER 6, 2016

All the while, we must build work cultures where people listen to customers and constantly make improvements in experience delivery – so that consumers can share their perceptions loudly and favorably across their social networks. Given global choice and the power of social media…customer experience elevation is here to stay.

Customer Experience 100

Customer Experience Social Media Mobile Customer Service Consulting 100

Michelli Experience

MAY 30, 2017

The progression of the Internet, mobile technology, social networking and social media is fundamentally reshaping the way we interact with our core customers and members. The filing also suggested, to no one’s surprise, that: “ The retail industry is changing rapidly.

Customer Experience 113

Customer Experience Retail Social Media Trends 113

Michelli Experience

MAY 11, 2016

Businesses are held accountable on social media. As such, all of us should be looking for ways to leverage the power of mobile, social, and the internet to gain feedback from our consistuents (our team members and customers).

Social Media 100

Social Media Feedback Technology Engagement 100

Michelli Experience

JANUARY 24, 2017

Her category creation is reflected in marketing imagery and the design of the female-centric experience.

Customer Centricity 100

Customer Centricity Automotive How To Social Media 100

Michelli Experience

FEBRUARY 28, 2017

Customer perceptions also regulate their actions toward a brand. If your experience falls out of range with expectations born from other service providers, your customers are likely to complain, rate you poorly, speak ill of you on social media, and churn.

Customer Experience 100

Customer Experience Exercises Social Media System 100

Grade.us

MAY 23, 2018

The #SmallThanks initiative makes it possible for Google-listed businesses to create social media images, videos, and other offline marketing materials featuring customer reviews. So make sure your products, customer service representatives and overall service do a great job to encourage reviews.

Marketing 48

Marketing Social Media How To Tools 48

Myra Golden

OCTOBER 26, 2016

Thanks to the Internet and social media, customers are more savvy now than ever before. Although this sounds like a good thing, the net result is an increase in stress for customer service professionals.

How To 88

How To Social Media Customer Service Representative Contact Center 88

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. A Customer Experience Officer of The Experience Maker, Fan Gingiss is a Keynote Speaker, CX Coach, and Author with a passion for social media and marketing.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

NOVEMBER 11, 2022

QR codes simplify the process of reaching out to customer service without having them figure out a way on their own to reach out to you. You can easily use QR codes to drive customers to customer assistance sections on your website, social media channels, and other platforms. . To sum it up.

Customer Service 66

Customer Service Hotels Social Media Hospitality 66

CX Journey

FEBRUARY 21, 2019

Armed with this knowledge, move forward and improve the rest of your conversion funnel on your site with a customer-based approach that turns visitors into fans of your brand. Your landing page headline turns up in search engines, appears on social media posts, and sums up the main topic.

How To 88

How To Social Media Government Policies 88

Myra Golden

APRIL 17, 2017

Maybe you train employees to handle social media inquiries and that way they can still do customer service work, just away from the phones. But there are other ways to get employees off of the phones for part of their day. Let employees attend meetings, perhaps in your place, from time to time.

Customer Service 76

Customer Service Contact Center Call Center Fashion 76

Myra Golden

AUGUST 27, 2016

Thanks to the Internet and social media, customers are more savvy now than ever before. Although this sounds like a good thing, the net result is an increase in stress for customer service professionals.

Social Media 69

Social Media Customer Service Representative Contact Center Customers 69

CX Journey

FEBRUARY 21, 2019

Armed with this knowledge, move forward and improve the rest of your conversion funnel on your site with a customer-based approach that turns visitors into fans of your brand. Your landing page headline turns up in search engines, appears on social media posts, and sums up the main topic.

How To 80

How To Social Media Government Policies 80