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

Lumoa

JUNE 26, 2023

Omnichannel marketing customer experience is a strategy that integrates all marketing touchpoints – both offline and online – to create a seamless customer journey. Consider a customer looking to buy sports shoes from a popular brand. To achieve this, you need information on customer behavior, interests, and trends.

Omni-Channel 195

Omni-Channel Customer Experience Net Promoter Score Effort Score 195

Totango

MAY 17, 2023

Last week at the TSIA World: Interact conference in Orlando, I spent time talking with several sales and CS leaders about the opportunity we have to lean into our C-suite partnerships and take the reins on defining the next generation of growth for our organizations. VP of Customer Success at Veriforce, Andy Kearney.

Sales 113

Sales Marketing Sports Customer Journeys 113

Alida

JANUARY 5, 2018

And although fads come and go—think unicorn hair and frappuccinos—there are some trends that will stick in the coming year and affect how businesses interact with customers. But Forrester says marketers need a deeper understanding of how consumers are interacting with brands with mobile devices, including the role of voice activation.

Marketing 0

Marketing Multi-Channel Advertising Tourism 0

Optimove

FEBRUARY 23, 2025

Customers demand hyper-personalization, real-time engagement, and meaningful experiences across every touchpoint. 1 – The State of CRM Marketing Last year, we described CRM Marketing as an air traffic control system where brands orchestrate millions of customer interactions with precision. But 2024 brought new possibilities.

Multi-Channel 52

Multi-Channel Gamification Self Service CRM 52

AWS Machine Learning

MARCH 11, 2024

Amazon Personalize uses data about users, items, and interactions , and this data is ingested from Amazon Simple Storage Service (Amazon S3) in CSV format. With User-Personalization, Amazon Personalize predicts the items that a user will interact with based on previous interactions across all users.

Ecommerce 124

Ecommerce System Sports Retail 124

GetFeedback

JANUARY 6, 2020

By creating a visual depiction of the steps that customers take in an experience, including how customers feel after interactions, CX leaders can diagnose problems and design new experiences for the future. Information can come from market research, customer feedback, and interaction data generated from customer navigating their experiences.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

PeopleMetrics

OCTOBER 31, 2014

The brand is a collective impression of what that swoosh represents: sports, fitness, sleek design, high performance, and the like. Now, because a brand is about impression, it can exist without tangible interaction. Historically speaking, customer experience (CX) is centered on the interactions between companies and their customers.

Brands 103

Brands Customer Experience Culture Sports 103

DCX

JANUARY 19, 2025

With Flow, brands can create interactions that feel natural, breaking down barriers to customer trust and satisfaction. By focusing on exceptional service and meticulous attention to detail, you can create a lasting, positive impression that extends across all customer interactions. Ensure consistency and quality in all aspects.

Travel 52

Travel Customer Centricity Culture Brands 52

transcosmos Information Systems

AUGUST 17, 2017

A true omni-channel experience means seamless and consistent integration of multiple devices and touchpoints such as your brick-and-mortar store, website, e-commerce page, social media accounts, telephone, email, and other communication channels. You can collect information at every touchpoint and create a 360-degree view of this user.

Omni-Channel 75

Omni-Channel Engagement Customer Experience Social Media 75

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

ShepHyken

JULY 31, 2020

Customer experience, on the other hand, means the overall customer journey across various touchpoints and involves every interaction the customer has with the business. It involves all the different ways that you, as a brand, interact with the customer and constitutes of three main components: Customer service. Technology.

Customer Experience 87

Customer Experience Customer Service Net Promoter Score Self Service 87

Avaya

AUGUST 21, 2017

The sports fan experience—the way we consume and immerse ourselves in sports on site, at home, in a pub, pre-season, live, or in retrospect—is interwoven with digital tech. Sports fans are focused and engaged, with instant mobile access to info and entertainment. Leagues use data from wearables, sensors, etc.

Sports 50

Sports How To Chatbots Entertainment 50

CSM Magazine

NOVEMBER 15, 2024

Benefits of Effective Slogans: Memorability: A catchy slogan ensures that customers remember the brand long after an interaction Trust Building: Slogans that emphasize reliability and care can help foster trust among consumers. This means customer service interactions should reflect these principles in practice.

Customer Service 52

Customer Service How To Social Media Culture 52

Retently

APRIL 5, 2024

It’s an environment where shoppers feel understood and valued at every touchpoint. Key Takeaways A successful in-store customer experience strategy hinges on optimized store layout, interactive elements, demos, and personalized customer service, which all contribute to improved customer satisfaction and loyalty.

Retail 78

Retail Engagement Strategy Customer Experience 78

Storyminers

JULY 29, 2016

By responding to your reviews, you can showcase your excellent customer service, reward your customers for providing feedback and encourage future interactions with your client base. Positive, personal interactions with customers can help increase brand loyalty. Founder/Partner, Storyminers. Adam Lasky. Don’t be “sales-y”.

B2C 124

B2C Customer Retention Brands Strategy 124

Pointillist

APRIL 26, 2018

We’ve all had customer service interactions where we had to repeat the same information at every interaction, sometime multiples times within the same interaction ! It gives you the ability to analyze past behavior in order to better target and personalize future customer interactions. Is that too much to ask for?

Customer Experience 72

Customer Experience How To Effort Score Touchpoint 72

C Space

JANUARY 18, 2021

In this context, customer / driver interactions became a social and emotional touchpoint. But in a world where you can’t leave the house, they have primacy. When you can’t get to the shop, you’re much more significantly aware of how the shop gets to you.

Engagement 116

Engagement Apparel Financial Automotive 116

InteractionMetrics

SEPTEMBER 13, 2023

For example, a runner might spend a few hundred per year on sneakers, but companies like Nordstrom or Big 5 Sporting Goods spend millions per year on pallets of sneakers. B2B CX spans multiple touchpoints, and customers often interact with their providers weekly, daily, or even hourly.

B2B 52

B2B Sports Touchpoint Customer Satisfaction 52

Topdown

APRIL 1, 2019

Imagine a sports team. Player interactions with coaches, trainers, staff psychologists, HR, fans, and teammates all affect how a player feels about the team. Every touchpoint pushes the player closer to (loyalty) or further from (indifference) the team.

Software 48

Software Sports ROI Touchpoint 48

Optimove

JUNE 4, 2024

Using industry-specific machine learning models, Opti-X processes extensive customer data to provide real-time recommendations, transforming each interaction into a customized journey. Each tailored interaction reinforces the brand’s commitment to valuing user data and deepening customer loyalty.

Meeting 59

Meeting Data Sports User Experience 59

Optimove

JULY 29, 2024

This is an overview of how Sisal, an Italian company specializing in lottery, casino, and sports betting, managed its evolution. See the full presentation below: Key Takeaways: Embrace Real-Time Engagement: Evolving to streaming campaign orchestration allows for dynamic, real-time customer interactions.

Marketing 52

Marketing Customer Experience Sports CRM 52

SurveySensum

FEBRUARY 24, 2025

Text Classification: Categorizes text into predefined groups, such as spam vs. non-spam or news categories (sports, politics, entertainment, etc.). By analyzing post-interaction surveys and customer complaints, you can evaluate agent performance and identify areas for improvement. Useful for summarizing large volumes of text.

Analysis 52

Analysis Analytics Social Media Trends 52

Pretium Solutions

MARCH 11, 2012

For the next three weeks, sports fans throughout the United States will be tuned into the NCAA Men’s Basketball Championship Tournament and basketball fever will be in full swing. Employees who interact with customers on a daily basis have to be game on with their skills. Another season of March Madness is upon us! Play to Win.

Net Promoter Score 45

Net Promoter Score Effort Score Sports Touchpoint 45

CSM Magazine

MAY 3, 2021

List down the core touchpoints. Try to map every stage where your customer can potentially engage with your business and document all touchpoints. The touchpoints may include a website, an ad campaign, a social media account, a product demo, e-mail, etc. This is a negative touchpoint. Look out for Moments of Truth.

Customer Journeys 52

Customer Journeys Tips Touchpoint Infographics 52

Think Customers

DECEMBER 14, 2020

This is true as true in sales as is it in sports – probably more so. No one becomes a diehard fan overnight – or, in the sales world, after just one touchpoint. Customers’ expectations are changing; these days, they want the fastest, least expensive, and easiest way to interact with brands complete transactions.

Omni-Channel 52

Omni-Channel Sales Rewards Programs Effort Score 52

Beyond Philosophy

JUNE 4, 2015

It also means that every transaction and touchpoint interaction, and the long-term relationship, needed to carry forward the organization’s unique character, must be a reflection of the perceived value represented to the customer. People who interact with such companies feel safe, secure, and pleased in their dealings.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

DCX

AUGUST 18, 2024

Why it matters: As AI and data analytics rapidly advance, sports leagues, and businesses face both opportunities and challenges in maintaining the human element while leveraging technology's efficiency. Omnichannel potential: These technologies can be deployed across various touchpoints, from websites to VR environments.

Healthcare 52

Healthcare e-support Banking Financial 52

DCX

AUGUST 18, 2024

Why it matters: As AI and data analytics rapidly advance, sports leagues, and businesses face both opportunities and challenges in maintaining the human element while leveraging technology's efficiency. Omnichannel potential: These technologies can be deployed across various touchpoints, from websites to VR environments.

Healthcare 52

Healthcare e-support Banking Financial 52

C Space

APRIL 28, 2021

And it’s a community centered around live streaming in the interactivity of live entertainment. They come together, interact and actually be a part of that live entertainment. sports it’s all about community. I think the way we describe ourselves in a word is “community. How have you done it?

Entertainment 52

Entertainment Sports Culture Touchpoint 52

Call Experts

FEBRUARY 12, 2020

Self-service tools empower customers to reach out to agents for more complex interactions, like those requiring judgment and empathy. In 2019, automatic call distribution sported 23.3% Understand and Optimize your Unique Customer Touchpoints. year-over-year growth, and agent performance optimization increased by 39.2%.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

SurveySensum

JULY 17, 2023

Make Shopping Easy & Fun Make Every Interaction Epic! This involves creating a seamless and user-friendly interface for both online and physical stores, as well as incorporating interactive elements that enhance the overall experience. Decathlon, a renowned sporting goods retailer, excels in this area. Let’s talk about it.

Retail 52

Retail Strategy Customer Experience Sports 52

SurveySensum

JULY 17, 2023

Make Shopping Easy & Fun Make Every Interaction Epic! This involves creating a seamless and user-friendly interface for both online and physical stores, as well as incorporating interactive elements that enhance the overall experience. Decathlon, a renowned sporting goods retailer, excels in this area. Let’s talk about it.

Retail 52

Retail Strategy Customer Experience Sports 52

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

Pretium Solutions

MARCH 11, 2012

For the next three weeks, sports fans throughout the United States will be tuned into the NCAA Men’s Basketball Championship Tournament and basketball fever will be in full swing. Employees who interact with customers on a daily basis have to be game on with their skills. Another season of March Madness is upon us! Play to Win.

Net Promoter Score 40

Net Promoter Score Effort Score Sports Touchpoint 40

Pretium Solutions

MARCH 11, 2012

For the next three weeks, sports fans throughout the United States will be tuned into the NCAA Men’s Basketball Championship Tournament and basketball fever will be in full swing. Employees who interact with customers on a daily basis have to be game on with their skills. Another season of March Madness is upon us! Play to Win.

Net Promoter Score 40

Net Promoter Score Effort Score Sports Touchpoint 40