NICE inContact

AUGUST 27, 2019

Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key differentiator than price or product innovation. As we’ve said before, customer experience comes down to how your customers feel about your brand. So, the importance of engaging customers and connecting with them emotionally can’t be overstated. Bearing that in mind, here are 10 tips for connecting with customers emotionally.

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Customer emotions Average Handle Time Customer Service Employee engagement 59

Beyond Philosophy

NOVEMBER 11, 2014

When they saw these purchases in the customer’s history, they decided that they would begin the targeted campaign to these women. “ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires.

Marketing 418

Marketing Consulting Consulting Customer emotions 418

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural.

Consulting 409

Consulting Consulting Customer emotions Employee engagement 409

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. Customer Satisfaction results in a higher share price.

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Customer Experience Consulting Consulting Customer emotions 411

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization. Are customer experiences ‘human’ and branded?

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Consulting Consulting Customer emotions Employee engagement 360

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Southwest Attacks Its Late Problem Head-on with Its Customers. Southwest Airlines is a great Customer-centric airline with excellent employee engagement. Should 4% of Customers Dictate Strategy?

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Airlines Transportation Consulting Consulting 330

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity. 5 Reasons Your Current KPIs Are Hurting Your Customer Experience. Unless the KPI philosophy has its basis in Customer Experience measures, it isn’t going to help improve the experience.

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Customer Experience Consulting Consulting Customer emotions 295

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Overlook this, however, and you are not likely to end up with the Customer focus you seek. We use an assessment for our clients called Naive to Natural that looks at each organization and how they focus on the Customer.

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Beyond Philosophy

JUNE 11, 2015

just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? In studies of loyalty program participation, high percentages of customers have said they would spend more with vendors that offer points for activities other than making purchases. This trend works well for building more strategic, bonded relationships with customers.

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Gamification Consulting Consulting Customer emotions 265

Beyond Philosophy

JUNE 20, 2015

The company needs to understand the benefits, and overall perceived value, customers seek in the entertainment experience. This involves looking deeper into the emotional components of value delivery, as well as the functional. As basic customer experience processes were improved, the metric flatlined, offering no opportunity for further enhancement or competitive advantage. Web-based survey invitations were sent to the company’s current customers.

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B2C B2B Metrics Entertainment 257

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. sorry for the rest of you that don’t have a Wegmans nearby), has succeeded in creating an almost cult-like bond with its customers. Wegmans invests a tremendous amount in employee training.

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Consulting Consulting Construction Customer emotions 244

Beyond Philosophy

DECEMBER 22, 2014

But when it comes to Customer Experience, Cooties are a real thing and they are affecting the decisions that your Customer’s make. So how are cooties affecting your customer experience? The Power of Our Mind to Shape Our Customer Experiences. We all have magical thinking at work in our customer experiences. But the subconscious mind is processing them nonetheless and creating an emotional response to them that is affecting our behavior in a given situation.

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Customer Experience Customer emotions Employee engagement Customer centricity 403

Beyond Philosophy

OCTOBER 24, 2014

Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. Downie compares their journey to “driving a snowplow for Customer Experience in Scotland.” Embracing the emotional parts of the Customer Experience right from the start.

Consulting 186

Consulting Consulting Customer emotions Employee engagement 186

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation. Most brands and corporations get by on transactional approaches to customer relationships. Seven key customer experience questions.

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Customer Experience Consulting Consulting Customer emotions 391

Beyond Philosophy

SEPTEMBER 5, 2014

Managing your relationships with your employees is a challenging task. As a career manager myself, at one time as a manager of 1000s of employees for British Telecom, I have learnt a thing or two over the years. Here are 4 Mistakes Not to Make with Your Employees Today: Mistake # 1: Trying to look like you have all the answers. Like any relationship, the one with your employees is based mutual trust and loyalty. Meanwhile, the employee thinks everything is fine.

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Employee engagement Customer emotions Customer centricity Customer Experience 199

Beyond Philosophy

SEPTEMBER 5, 2014

Managing your relationships with your employees is a challenging task. As a career manager myself, at one time as a manager of 1000s of employees for British Telecom, I have learnt a thing or two over the years. Here are 4 Mistakes Not to Make with Your Employees Today: Mistake # 1: Trying to look like you have all the answers. Like any relationship, the one with your employees is based mutual trust and loyalty. Meanwhile, the employee thinks everything is fine.

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Employee engagement Customer emotions Customer centricity Personalization 150

Beyond Philosophy

NOVEMBER 28, 2016

Several years ago, in worldwide customer service experience research conducted for a major high-tech client, to drive stronger downstream customer behavior, it was found that processes and customer interaction had to take service employees well beyond the basics of knowledge, efficiency, and friendliness. and making a true emotional connection. There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”.

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Employee engagement Consulting Consulting Advertising 364

Beyond Philosophy

MAY 25, 2016

Nearly 40,000 employees from two unions contracting with Verizon have been on strike for a little over a month. Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Unable to reach a compromise for the outsourcing and transfer of their jobs , employees from all parts of the organization walked off the job last month. Employee Engagement and Customer Experience Are Linked.

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Wireless outsourcing Employee engagement Government 283

Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. Here are three proven ways you can stay off your employee’s Naughty list when it comes to their employee experience. Nordstrom department stores, renowned for their devotion to customer service, provide an exemplary Customer Experience.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

NOVEMBER 7, 2016

They have each partnered with a sports franchise in a brilliant play to boost the emotional engagement with the team’s fans. McDonald’s also has an Archways to Opportunity program that helps their employees continue their education, whether that means learning English, finishing secondary school or earning their college degree. Employee Engagement: Your employees are people, and likely support the same team or local causes. Blogs Customer Experience

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Transportation Coaching Education Customer emotions 419

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Some companies get it and they’re creating an emotional connection that brings them loyal fans. If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great. Build-A-Bear: Emotional Touchpoints and Memories.

Technology 331

Technology Consulting Consulting Education 331

CSM Magazine

DECEMBER 15, 2022

Customer loyalty is more important than ever, and prioritizing customer service — with an excellent, dynamic, and engaged contact center — can help your company stand out. After all, your customer support team is the heart and soul of the customer experience (CX).

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Contact Center Morale Customer emotions Quality management 52

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. How do you take action on customer experience? Listen to your customers.

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Customer Experience B2C Gamification B2B 178

Enghouse Interactive

APRIL 30, 2021

The last twelve months have been difficult for everyone working in customer service. How can they successfully navigate these changes and deliver service that delights customers, while retaining and nurturing staff? The answer is to focus on emotional intelligence, as a recent Call Centre Helper webinar, sponsored by Enghouse Interactive outlined. Explaining emotional intelligence. First, what is emotional intelligence (EI) – and how does it differ from empathy?

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Morale Chatbots Customer emotions Employee engagement 55

JustCall

MARCH 6, 2023

Bain & Company claims that “happy employees make for happy customers.” ” In other words, employees who are motivated and have a great understanding of the impact they make at work are the ones who are consistently improving the customers’ lives.

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Coaching Scripts Construction Call Center 52

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Companies do marketing, sales and CRM – the customer does the experience!

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Customer Experience Customer centricity Education B2C 129

TechSee

AUGUST 26, 2020

Success is no longer simply about the goods or services a company provides; rather, it’s about how those products provide a positive, engaging experience. Companies that deliver smooth, low-effort experiences that grab their customers’ attention will be the ones to thrive.

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Self service Multichannel Customer effort Metrics 124

Quadient

JUNE 17, 2022

What is Customer Experience Management (CXM)? In recent years, you’ve likely heard a lot about customer experience management (CXM). Today, managing a customer’s experience with your business is vital to your success. This is where customer experience management comes in.

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Journey mapping Management Customer retention Customer Experience 52

ProProfs Blog

DECEMBER 17, 2021

In-app feedback tools help businesses to collect real-time customer feedback , which is essential for a thriving business strategy. Try to create engaging surveys with ample white spaces, images, and branding to elevate customer’s excitement for completing an in-app feedback survey.

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Feedback Surveys APIs Benchmark 78

Avaya

JUNE 18, 2018

The most significant change is that the customer experience is now a key driver of your brand. Each customer relationship starts with a single interaction and lasts the entire customer journey, and that journey could last decades. Each interaction is critical and contributes to the overall lifetime customer experience that drives engagement, value and loyalty. Leverage Data from Customer Interactions.

Analytics 40

Analytics Quality management Coaching Customer emotions 40

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices.

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Customer centricity Education Customer Experience Consulting 64

Pointillist

JUNE 6, 2018

Annette Franz, CCXP, a customer experience consultant and CXPA Board Member, sat down with Pointillist’s Swati Sahai to talk about customer experience challenges, including how companies are organizing and operating their still early-stage customer experience functions, the challenges Chief Customer Experience Officers are focusing on, how they are measuring customer experience, and why employee experience is also in the mix. Blog customer experience

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Journey mapping Chief Customer Officer Entertainment Metrics 40

Pointillist

OCTOBER 22, 2018

In a recent Forrester survey, only 35% of CX professionals reported that they are measuring how their most important customers feel about their most important experiences. The use of artificial intelligence can help you address both of these issues and make your customer experience measurement programs much more effective. There are two fundamental ways in which artificial intelligence can be used to impact customer experience measurement. Emotion AI. “By

Analytics 40

Analytics Metrics Multichannel Wireless 40