Sprinkles: Antidote to The Demise of Customer Surprise

Chip Bell

Customer service for many years had more than its share of “squeals and grins.” What has made customer surprise such a scarcity? Second, rising customer expectations have elevated what it takes to be judged as enchanting. Customers live in a highly stimulated daily lives. Customers Long for Sprinkles. And, customers today have developed a sprinkles sonar. Customers don’t show up at the factory to help.

B2C 69

The 20 Stakeholder Experience Emotions: Which Are Most Positive and Value-Enhancing, and Which Are Most Negative and Value-Destroying?

Beyond Philosophy

To offer a better gauge of perceived value and customer experience, and better understand purchase decision drivers, it was necessary to put greater emphasis on the emotional. In this post, we are addressing the perceived value influence of emotions and memory on b2b and b2c customers.

B2C 244

4 Powerful Rules to Create Employee and Customer Word-of-Mouth Programs That Work

Beyond Philosophy

Based on broad WOM program experience with b2b and b2c clients around the world, I’ve developed four general ‘rules’ for accomplishing this: 1. This is true, of course, in both b2b and b2c environments. Blogs Customer ExperienceMichael Lowenstein, Ph.D.,

B2C 361

Now Revealed and Proven: (The True Marketing Value of) Return on Word of Mouth

Beyond Philosophy

As a long-time believer in the power of word-of-mouth and brand favorability in b2b and b2c marketing ( [link] and [link] ), he deserves a sincere thank you for bringing this insightful piece of work to everyone’s attention. Word of mouth long been proven to be a significant component of, and contributor to, downstream customer advocacy and brand bonding, which we at Beyond Philosophy believe is a direct outcome of customer experience.

Why, Oh Why, Is ANYBODY Still Measuring Customer Satisfaction?

Beyond Philosophy

Retention is about behavior, the motivation to remain a customer, whether at lower, equal, or higher purchase levels. For decades, satisfaction has been a cornerstone of what we understand to be total quality in products and services, as perceived by the customer.

B2C 195

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation.

4 Customer Success Lessons That You Can Learn From Playing Tetris

ChurnZero

4 Customer Success Lessons That You Can Learn From Playing Tetris. But what could it possibly have to do with Customer Success? Continue reading to discover the four lessons that Customer Success practitioners can learn from this well-aged classic game. Customer) Fit is Key.

B2C 55

Content Marketing Ideas For Incredible Customer Experiences

Kayako

Content Marketing Ideas for Incredible Customer Experiences. After years of building customer success teams and programs, it seemed natural to take on my next challenge – build a global customer advocacy strategy.

I Can’t See the Forest—the Trees are in the Way

Horizon CX

As a Bank of America (B of A) customer over the last 15 plus years, [and having arrived here more as the result of acquisition than by choice] I have been a loyal customer in the sense that I have stayed and have not migrated to another banking institution.

B2C 52

ChurnZero’s 10 Customer Success Leaders to Watch in 2019

ChurnZero

At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry.

Acing Omnichannel Support in SaaS

GetFeedback

Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”. It can be a major driver of customer churn—and it’s already creating an incredible economic deficit in the US. customers strongly agree that companies are effectively converging their omni-channel experiences. And how can businesses win back customer loyalty?

SaaS 60