Beyond Philosophy
JULY 13, 2023
It said to me that I would need the following data pools: Customer demographic data Customer purchase history Customer interactions Customer feedback, website app, and usage data. Social media Data support Ticket data Customer satisfaction metrics. Now let me take a step back. Speak to Colin and find out more.
Toister Performance Solutions
APRIL 11, 2024
Access to Customer Service Foundations for all participants. Jeff's workshop planning tool ( free download ). Use the Workshop Planner to create an action plan. Discussion questions: How can we actively listen to our customers? How can we uncover our customers' emotional needs? How can we go the extra mile?
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ShepHyken
OCTOBER 23, 2023
There is now broad recognition that people are not as engaged through their intellect as they are engaged through their emotions. Creative experiences that foster deeper connections, address customers’ emotions and needs, and highlight the uniqueness of the brand are essential to the future of customer loyalty.
Beyond Philosophy
JULY 17, 2017
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. At Sprint, they tied their employee compensation system to reducing churn and the number of calls people made to customer care.
Beyond Philosophy
OCTOBER 29, 2020
Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. Culture change is not easy.
Beyond Philosophy
AUGUST 13, 2015
During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D.,
CX Journey
APRIL 4, 2018
In the forty-minute interview , we covered a lot of territory, including: What journey maps are and why they are so powerful How journey maps differ from process maps and service blueprints - and why all are important to improving the customer experience Why it's important to consider customer emotions - and why it's important to distinguish between (..)
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