CX University

NOVEMBER 21, 2020

From customer satisfaction, we have learned that customer expectations can be managed, met and exceeded. Customer service has taught us that there is much more to a ‘transaction’ and customer success inevitably reduces customer effort, making it easier for customers to transact.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. for better customer experience.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

customer sure

JANUARY 16, 2024

Due to the multi-faceted nature of ‘experience’, there’s no convenient single metric for measuring experiences – though concepts such as NPS (Net Promoter Score) , or CES (Customer Effort Score) make a good go of it. The advent of digital technology means even more considerations now shape experiences.

Customer Experience 62

Customer Experience Customer Journeys Management Net Promoter Score 62

Lumoa

OCTOBER 31, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of now? Now, luckily for everyone and especially for the customers, more and more brands put more and more effort into developing its customer experience. How to overcome those challenges?

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Oracle

JULY 1, 2020

experience on the resume you’re submitting.” ” Flynn Zaiger, Social Media Strategist, DC Optimists. The way to prove this assertion is for you to research the marketing needs, goals, and challenges of the organization as well as how the organization’s marketing efforts stack up against its competition.

Tips 67

Tips Marketing Social Media Retail 67

Pointillist

APRIL 26, 2018

The outcome has been an improvement in customer satisfaction scores across board and increased customer lifetime value. Achieving a single customer view, however, still seems out of reach for many businesses. Poor data quality regularly hampers efforts to create a single customer view. Customer preferences.

Customer Experience 72

Customer Experience How To Effort Score Touchpoint 72

Michel Falcon Experience

OCTOBER 21, 2015

Richard Branson visibly advocates customer experience at Virgin, Tony Hsieh promotes the experience at Zappos and Howard Schultz proudly defends Starbucks’ efforts. RELATED VIDEO – Why the Best CEOs Invest in Customer Experience. Let’s look for some evidence. Not at all.

Strategy 68

Strategy Customer Experience Net Promoter Score NPS 68

DCX

SEPTEMBER 10, 2024

Customers flood social media with complaints. Every passing minute means lost sales and mounting customer frustration. Some customers hear one thing, others something entirely different, only adding to the confusion. Revenue is lost, customers are furious, and your team is exhausted from putting out fires.

Net Promoter Score 52

Net Promoter Score Social Media Effort Score Analysis 52

DCX

SEPTEMBER 10, 2024

Customers flood social media with complaints. Every passing minute means lost sales and mounting customer frustration. Some customers hear one thing, others something entirely different, only adding to the confusion. Revenue is lost, customers are furious, and your team is exhausted from putting out fires.

Net Promoter Score 52

Net Promoter Score Social Media Effort Score Analysis 52

SurveySparrow

OCTOBER 25, 2019

This is an excellent strategy to increase customer loyalty and turn them into your brand ambassadors. Now everyone is on social media and it would be a good idea if you are able to pursue your customers to share their stories with photos attached to their social media accounts. Work with influencers.

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77

Pointillist

OCTOBER 22, 2018

Take for example the Net Promoter Score ® , which is a popular CX metric that captures your customers’ happiness by asking how likely they are to recommend your product or company to others. But simply knowing your overall Net Promoter Score won’t tell you why you are receiving it or, more importantly, how to improve it.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

InteractionMetrics

JUNE 19, 2023

Define: Once you’ve seen the terrain from the customer’s perspective, what are the main problems you want to and can fix? Sometimes called brainstorming, this inventive step is a team effort and aims to identify a few strong solutions to the problem defined in Step 2. What are the potential barriers? What is the challenge?

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52

DCX

AUGUST 20, 2024

But here's some food for thought: What if fewer choices could actually enhance your customers' experience? As customer experience professionals, we often fall into the "more is more" trap. This streamlined menu led to improved operational efficiency and higher guest satisfaction scores. Let’s go!

Customer Journeys 52

Customer Journeys e-support Customers Exercises 52

DCX

AUGUST 20, 2024

But here's some food for thought: What if fewer choices could actually enhance your customers' experience? As customer experience professionals, we often fall into the "more is more" trap. This streamlined menu led to improved operational efficiency and higher guest satisfaction scores. Let’s go!

Customer Journeys 52

Customer Journeys e-support Customers Exercises 52

Chattermill

JUNE 25, 2019

A customer-obsessed culture creates the conditions where employees strive to design and invent to create delight for the customer. One of the biggest mistakes you can make is treating the customer experience as an external effort. Creating a customer-centric culture comes from within.

Customer Experience 45

Customer Experience Customer Centricity Effort Score ROI 45

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. podcast and the Experience Maker Show. You’re going to reduce the time and effort for the customer.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40