Great EX (Employee Ambassadorship) and CX (Customer Advocacy) Story: The Southwest Airlines Rep and the Passenger With Cancer

Beyond Philosophy

This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. She immediately called Southwest’s customer service line at the airport. Blogs Customer ExperienceMichael Lowenstein, Ph.D.,

Customer Advocacy: An Essential Ingredient

Brad Cleveland

Customer advocacy is one of those terms that can be confusing. Does the customer advocate for us, the business? Or is it the other way around? One of the past issues of The Edge of Service™ Newsletter suggests the answers to these questions is both!

Why Brands Must Unify Customer Experience and Customer Success (and How They Can Do It)

Strikedeck

Paul provides valuable insights into merging Customer Experience and Customer Success. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

A Structured Approach to Customer Advocacy

Brad Cleveland

Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates.

Top 3 Ways to Turn Customer Feedback into Customer Advocacy

AskNicely

Positive word-of-mouth, customers and clients who advocate for your products and services, customers who stay for life and tell everyone they know about your company — this is what all businesses strive to achieve. In fact, we all want the magic bullet that drives the customer advocacy growth flywheel. Why Customer Advocacy? Three Ways Advocacy Impacts Your Bottom Line. Increase Revenue — Loyal customers spend 67% more than new customers.

5 Powerful Videos That Spotlight Customer Advocacy

Amity

Achieving Customer Success can be a long and hazardous road, but there’s no reward like knowing that you’ve fostered a new advocate for your company. How can video marketing channel the powerful Customer relationships that your Customer Success team has worked so hard to establish?

5 Things Not To Do in Your Journey to Customer Experience Excellence

Strikedeck

Joseph talks about the plethora of ways to enhance your customer journey, in order to provide a seamless experience. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

The Importance of Customer Advocacy

Brad Cleveland

Customer advocacy refers to both how a company advocates for customers (doing what’s best for customers) and how customers advocate for companies (spreading the word about its products, services and brand).

7 Ways Relationship Intelligence Can Boost Customer Advocacy & Sales

Influitive

Advocate Engagement Advocate Marketing 101 Customer Marketers Referrals Uncategorized User Reviews advocacy advocacy and sales advocacy marketing advocacy relationship advocate marketing B2B advocates b2b customer advocacy B2B marketing building customer relationships customer experience nudge nudge.ai Meagen Eisenberg, CMO at MongoDB, can smell covert sales tactics almost instantly.

How Blackbaud Built A Foundation For Customer Advocacy

Influitive

That’s why Blackbaud , a non-profit software solutions provider, launched a customer advocacy program to engage and connect with its 30,000 customers. Here’s three steps Blackbaud took to build its new customer advocacy program: 1.

Traits of Successful Customer Advocacy Initiatives

Brad Cleveland

When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have structured their advocacy programs and five traits of successful initiatives.

Building a Successful Customer Experience Strategy

GetFeedback

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Indeed, American Express research shows that a better experience is worth a higher cost for 60% of customers.

Business-to-Business Customer Advocacy: Is It A Real Possibility Or A Real Oxymoron?

Beyond Philosophy

This often minimizes customer selection of vendors. So, aren’t BtoB customers more often “trapped” into supplier relationships compared to their BtoC customer counterparts? Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. In its current iteration, the company employing this model classifies customers, on a matrix basis, as Truly Loyal, Accessible, Trapped, and High Risk.

Customer Success: A Key Driver for Meaningful Relationship and Sustainable Growth

Strikedeck

Vincent Manlapaz, in an interview with Christina Wong, (Director of Customer Success and Support at Badger Maps), talks about achieving measurable results through authentic , genuine engagements with customers.

SaaS 74

Why Every Company Has Time For Customer Advocacy (And Where To Find It)

Influitive

You don’t have time to delight your customers with something like an advocate community. The post Why Every Company Has Time For Customer Advocacy (And Where To Find It) appeared first on Influitive. Marketers are busy people.

3 Critical Metrics to Retain and Grow Customer Relationship Value

Strikedeck

Vincent Manlapaz, in an interview with Christina Wong, (Director of Customer Success and Support at Badger Maps), talks about achieving measurable results through authentic , genuine engagements with customers.

Amazing Business Radio: Christopher Elliott

ShepHyken

Christopher Elliott Talks about How to Get a Better Customer Experience. Shep Hyken speaks with consumer advocate, author, and journalist Christopher Elliott about how to get what you deserve as a customer. Elliott has earned the reputation of “every customer’s best friend.”.

Streamline the Customer Journey to Enhance CX

Strikedeck

Shreesha talks about ways to streamline the customer journey to enhance CX. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

SaaS 52

Customer Advocacy: Creating the Means to Act

Brad Cleveland

The foundation of customer advocacy is knowing your customers. What they need, expect and experience. I explore what that requires in the video below, part of the Lynda.com course Customer Advocacy.

Unlock the True Value of Your Business Relationships

Strikedeck

Vincent Manlapaz, in an interview with Steve Tran (VP Customer Success at DemandStar), talks about the importance of treating your customers like an extension of your family. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

SaaS 60

Solving Complex Challenges through B2B Customer Experience

ClearAction

Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker. In my 2015 Customer Experience Transformation talk show with Eric Wansong, VMware’s Vice President of Customer Advocacy, he explained how his team adds strategic value across all company departments.

B2B 93

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.

Structure Customer Success on Delivering Strong Transformational Value

Strikedeck

Vincent Manlapaz, in an interview with Mary Poppen, Chief Customer Officer at Glint Inc, talks about the urgency and importance to building Customer Success in an organization right from the start. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

The Shape of Customer Advocacy to Come

Customer Interactions

Net Promoter Score (NPS ®) Across Various Industries, Aspects of the Customer Journey. Constantly assessing the marketplace to ensure both its technologies and recommended processes align with the specific needs and goals of its client base, NICE has taken a particular interest in benchmarking Net Promoter Score (NPS) among the industries it serves, as it applies to both overall customer experience and specific aspects of the customer journey

How to Apply Customer Experience Advocacy in Marketing

ProProfs Blog

In a world where people can easily share their experiences with businesses via social media–an assessment which can make or break a brand— customer advocacy has become one of the top priorities today. What is Customer Experience Marketing and Why Is It Important?

Inside View: TCL North America

Contact Center Pipeline

Agent empowerment agent empowerment AHT average handle time call center contact center customer advocacy customer experience employee feedback QA processIf you are unfamiliar with TCL (The Creative Life), you probably won’t be for long.

How to deliver a positive customer experience when failures occur

Taylor Reach Group

Enter Customer Effort Score (CES) and its applicability in a well-crafted Customer Journey. CES measures the effort the customer must expend to rectify the issue they have experienced. A good CES experience means the customer does not have to expend too much effort.

8 irrefutable reasons why customer experience is important for growth

Customer Guru

According to a study by Walker, customer experience will overtake price and product as the key brand differentiator by 2020. Further, a research conducted by Forrester demonstrates that 72% of the businesses considered improving customer experience as their priority.

Customer Experience Influencers You Must Follow – Part 2

Customer Guru

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from.

From Tattoos To Testimonials: How Cisco Energized Over 700 European Brand Advocates (In Just 4 Months)

Influitive

In 2016, Cristina Melluzzi, Head of Customer Advocacy EMEAR at Cisco, was facing something lots of B2B companies can relate to: having an internal fire drill every time Cisco needed customers for references, speaking opportunities, analyst interviews, and case studies. Cisco had a traditional reference program with around 100 European customers that sales and marketing.

B2B 66

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.

Customer Care … CRM … Customer Experience — What’s the Difference?

ClearAction

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need.

CRM 78

Customer Care … CRM … Customer Experience — What’s the Difference?

ClearAction

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need.

CRM 72

Legendary Tales of Customer Experience – The Karma Department

AskNicely

This is the next in an ongoing series of stories about how businesses create customer experiences that surprise, delight, and grow their brand through customer advocacy. Does your business serve up legendary customer experiences?

What Do Customers Secretly Say About Your Customer Experience?

PeopleMetrics

One of the interesting things about customer opinion is you’ll never hear all of it. Even with the best customer feedback management in place, you’ll only hear from the customers who choose to provide feedback. Start paying attention to the customer experience as it happens.

How to Improve the Customer Experience: 3 Tech Questions

PeopleMetrics

When thinking about the customer experience, it’s smart to imagine it as a series of interactions. A series of tiptoe steps, taken by an individual customer, through your customer-facing people and technologies. Does it make things easier for customers?

Legendary Tales of Customer Experience: A Jar of Oysters

AskNicely

This is the next in an ongoing series of stories about how innovative businesses create customer experiences that surprise, delight, and grow their brand through customer advocacy. We’re encouraged to help customers make good decisions on the food that they buy. No, but I’m really impressed with your customer experience.”. Enabling your team to think on their feet and create outstanding experiences is one way to create advocates and word-of-mouth.

Amazing Business Radio: Chip Bell

ShepHyken

Chip Bell on How to Create Customer Evangelists. What is the best way to get your customers to truly become your advocates? Shep Hyken speaks with keynote speaker and author Chip Bell about the best way to inspire customer loyalty.

Recipe for Success – The Alphabet Soup of Customer Experience Acronyms

NICE inContact

Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice. Customer Experience Measures –. Customer Satisfaction (CSAT).

Steer Clear of Common Advocacy Program Missteps with this SiriusDecisions Framework

Influitive

Customer advocacy is increasingly becoming a “need-to-have” for brands, rather than simply a “nice-to-have”. When it comes to B2B purchase decisions, the influence of customer references and testimonials is second only to previous customer experience. The post Steer Clear of Common Advocacy Program Missteps with this SiriusDecisions Framework appeared first on Influitive.