GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. With advances in and the rapid adoption of technology, we’re able to interact with customers in different ways and places all along the customer journey.

Airlines 123

Airlines Benchmark Surveys B2C 123

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. B2C companies sell to consumers.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

CX Journey

APRIL 7, 2016

These four rules would work very well for B2C or B2B companies whose products have become commoditized and who want to differentiate on service. Use indicators that respond quickly to actions taken, and that build momentum and excitement in the organization. How can the ideas presented in this article be applied other organizations?

Airlines 56

Airlines Scripts Education B2C 56

Babelforce

MARCH 26, 2020

Airlines are somewhere in the middle with an average score of 35, and internet services are not setting the bar too high with an average of 2 (we’ve all experienced this right?). CES stands for Customer Effort Score and measures, as the name implies, the effort the customer has put into getting their issue (whatever it might be) solved.

Feedback 52

Feedback Customer effort Surveys B2C 52

Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. That was my introduction into the customer experience industry.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

Beyond Philosophy

JUNE 9, 2015

Michael O’Leary credits Ryanair’s Always Getting Better (AGB) Customer experience program as a catalyst for these results. O’Leary and others said the AGB program is transforming their Customer Experience, service and the way they treat Customers. They still approach their airline with an internal focus.

Airlines 344

Airlines B2C Surveys B2B 344

CustomerGauge

JANUARY 27, 2016

Starting a Net Promoter program is about improving your customer experience and boosting your customer loyalty, but before you start wowing customers you have to survey them. They are the primary way to measure your Net Promoter score and determine which segments within your customer experience need improving.

Surveys 75

Surveys B2C B2B Airlines 75

Micah Solomon

OCTOBER 31, 2015

Keynote speakers (including, I admit, myself), authors, pundits around the water cooler: All tend to use consumer (B2C) examples to illustrate what they’re trying to say about customer service and the customer experience. B2C is good, vivid stuff. In the construction industry and the building trades.

B2B 40

B2B Customer Experience Automotive B2C 40

Nicereply

SEPTEMBER 2, 2020

Customer relationships are no different. Whether you’re in a B2B or B2C marketplace, at the end of the day, you’re living in an H2H world…. And that’s where the importance of customer satisfaction comes in. . Building relationships with customers. A great example of this has been demonstrated by United Airlines.

Airlines 126

Airlines Morale B2C Feedback 126

C3Centricity

AUGUST 17, 2020

Another CNBC article highlights others including cruises, fitness, energy and airlines. Whether or not these too were headed downwards or not, customers hold the key to success more than ever before as their spending becomes less impulsive. 86% of buyers will pay more for a better customer experience. CEI Survey.

Customer centricity 63

Customer centricity Big data Airlines Marketing 63

ShepHyken

AUGUST 22, 2022

Each week I read many customer service and customer experience articles from various resources. How CMOs Can Master Their New Job: Leading Customer Experience by Chris Johnson. CMSWire) Great news, CMOs: customer experience (CX) is the future … and if you aren’t already, you’re going to be in charge of it.

Customer Service 35

Customer Service Airlines B2C B2B 35

Micah Solomon

NOVEMBER 15, 2015

As a keynote speaker and author on customer service, I understand the impetus for this very well: B2C is good, vivid stuff. But customer service is of utmost importance in business to business (B2B) as well. A great customer experience here isn’t just a preference. Fabrication. Plumbing supply.

B2B 40

B2B Automotive Customer Service B2C 40

C3Centricity

DECEMBER 3, 2018

Here are just a few of the most noteworthy numbers I found during my research online; if you are still not sure it’s worth it this data will convince you: 86% of buyers will pay more for a better customer experience. But only 1% of customers feel that vendors consistently meet their expectations. Source: CEI Survey).

Big data 59

Big data Marketing B2C CRM 59

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Companies have traditionally looked to improve customer experience by focusing on particular touch points.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

Chip Bell

MAY 7, 2019

” Rather than relying on a consistent pattern—always warmly greet, put a smile in your voice, thank the customer—organizations require a precise script. Unless the call center operator is a world-class thespian, the customer experiences robotics instead of authenticity. Edison did not set out merely to improve the candle.

Airlines 80

Airlines Scripts Customer advocacy Coaching 80