Helping a global entertainment studio make the right decision
Maru Group
MARCH 14, 2023
Todd Trautz Maru/Matchbox | March 2023 A global entertainment studio enlisted Maru to help advise them on content planning.
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Guest Post: 5 Inevitable Tips That Can Ensure a Superb Customer Experience
ShepHyken
AUGUST 14, 2020
He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept. It’s not just about interaction with sales or customer service.
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The Benefits of Creating an Entertaining Customer Experience with Gamification
Playvox
JUNE 26, 2018
If you're in the customer service and experience department, then you've probably heard all about gamification in the call center agents, as it boosts agent performance and engagement. Gamification has proven to be an effective strategy, which is why innovative companies have started to apply this not just for their customer service agents, but for their customers as well. Customer Experience
Guest Post: What A Tip Jar Conveys About Your Customer Experience
ShepHyken
AUGUST 26, 2022
He shares what a tip jar can tell you about your customer’s experience. In many ways, a tip jar is a microcosm of the customer experience. Just as the quality of the experience can vary widely from one business to the next, so can the tip jar’s contents.
Leading Customer Experience as a Team Sport
ClearAction
FEBRUARY 13, 2023
Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance.
How to Make Your Customer Experience Convenient
Beyond Philosophy
NOVEMBER 4, 2018
Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Your Customers Like Their Version of Convenience, Too. Having a convenient experience is critical, and it is complicated, too. People have different ideas of what makes something convenient in a Customer Experience. Convenience is defined by your customer.
Majoring in Customer Experience
CX Accelerator
FEBRUARY 2, 2020
If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). Yes, there is a lot of math in the world of CX and understanding and quantifying the voice of the customer is just scratching the surface.
Will BOTs Take Over the Customer Experience?
ConvergeOne
AUGUST 23, 2022
Home appliances, self-checkout, consumer electronics, entertainment, medical devices and smart buildings help us every day. What will customer experiences look like in the near future, as more and more automation takes place? IMPROVE HOW CUSTOMERS ENGAGE WITH YOUR BRAND.
100+ Customer Experience Stats to Prepare for 2023
CCNG
OCTOBER 19, 2022
Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business.
How Does Mental Accounting Influence Customer Experience
Beyond Philosophy
JANUARY 10, 2019
Understanding Customers’ Mental Budgets. The answer is found in the concept of mental accounting, and it might have significant implications for your Customer Experience. We discussed how our mental accounting affects our behavior as customers in our recent podcast. How your customer mentally budgets for your experience has a significant influence on how happy they are with it. So, what does all this have to do with your Customer Experience?
2018 Customer Experience Trends
The Center for Client Retention
NOVEMBER 28, 2017
Most executives talk about improving the customer experience—even of creating the quintessential customer experience—but too few walk the talk when it comes to developing and implementing strategies, policies, and training initiatives that can truly make a difference. Review these 2018 Customer Experience Trends for what’s fresh, viable, and essential to staying in the game. Frictionless Experiences Are Becoming the Norm.
Avoiding Bot Biases in Customer Experience
Taylor Reach Group
JULY 17, 2017
How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)? In the time spent by much greater minds pondering this question from a broader viewpoint, machine learning continues to make its way into all facets of the customer experience. In an early attempt to provide more targeted and personalized experiences for consumers, companies would invest in data mining programs that promised a competitive advantage.
2019 Customer Experience Trends
The Center for Client Retention
DECEMBER 4, 2018
Customer Experience trends are bigger and better for 2019. Artificial Intelligence (AI) tops the list, with a virtual army of app developers working around the clock to help us excite, entertain and educate our clients. With AI, shopping will be more highly personalized than ever, potentially quashing any lingering doubts that customer service and experience are very different animals. Customer Experience Will Be Delivered with A Brand Purpose.
How Hospitality and Entertainment Brands Can Future-Proof the Guest Experience
inmoment
SEPTEMBER 19, 2019
Last week, I led a roundtable discussion at the Future Guest Experience 2019 conference, where I had a chance to chat with executives and CX experts who are searching for ways to future-proof their guest experiences. One of the biggest challenges that I’ve seen businesses face today is creating experiences that are both consistent and memorable. Here are a few strategies to get you started: Improving Experiences Today.
How to Make Your Customer Experience Convenient
Beyond Philosophy
NOVEMBER 4, 2018
Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Your Customers Like Their Version of Convenience, Too. Having a convenient experience is critical, and it is complicated, too. People have different ideas of what makes something convenient in a Customer Experience. Convenience is defined by your customer.
Majoring in Customer Experience
CX Accelerator
FEBRUARY 2, 2020
If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). Yes, there is a lot of math in the world of CX and understanding and quantifying the voice of the customer is just scratching the surface.
A Whole New World: Customer Experience in the Metaverse
Netomi
JULY 6, 2022
A new space is emerging for customer engagement and interactions beyond online and in-store to be considered. Customer Experience in the Metaverse. Why is a great customer experience (CX) so important, especially in the metaverse?
Customer Experience Strategies: What is Rich Messaging?
Advantage Communications
MARCH 15, 2021
92 percent of this time spent on apps like social media, messaging and entertainment - with just 8 percent spent on a web browser. Artificial Intelligence Customer Service TrendsThe time that US users spend on their mobile phones is continuing to grow.
What is Customer Experience Transformation?
The Petrova Experience
APRIL 22, 2021
To meet the needs of the empowered 21st Century consumer, most companies, especially larger enterprises, need to embark on a customer experience transformation. Customer experience transformation is an expensive, years-long journey. Think Customer, Think Transformation.
What is Customer Experience Strategy?
The Petrova Experience
JULY 28, 2020
Today, we build on this topic and walk you through the nuts and bolts of customer experience strategy. Customer experience strategy is often missing in organizations. However, it is foundational for the creation of excellent customer experience.
Augmented World – How AR Transforms Customer Experience
TechSee
JUNE 12, 2018
Augmented Reality (AR) – the ability to overlay and share physical objects, spaces and images on a user’s view of the real world– is revolutionizing the customer experience. AR creates a new digital experience that transforms the customer journey into an immersive visual interactive experience. Pre-Sale: Add Value to the Shopping Experience. Brands can also incorporate entertaining activities to engage the customer.
Why You Need a Customer Experience Vision
Toister Performance Solutions
FEBRUARY 13, 2020
There's some confusion between customer service and experience. For years, I've talked about having a customer service vision—a shared definition of outstanding service that gets everyone on the same page—as the cornerstone of a customer-focused culture.
How to Apply Customer Experience Advocacy in Marketing
ProProfs Blog
OCTOBER 31, 2018
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? Customer experience marketing refers to strategies that focus on and improve your customers’ experiences with you. Challenges of Customer Experience Marketing.
Customer Experience Tips for Vacation Rental Owners
CSM Magazine
MAY 12, 2022
While owning a vacation rental can work in your favor, the key to generating income boils down to quality customer service and experiences. How can you ensure you’re providing the best customer service and experience?
What Makes A Cloud Contact Center The Customer Experience Optimizer?
Babelforce
MARCH 9, 2022
But despite this growing movement to the cloud some contact centers are still running on legacy on-premises software that stunts the customer experience. Let’s explore some important reasons why the cloud is a customer experience optimizer.
How Do Indoor Positioning and Navigation Improve the Customer Experience?
CSM Magazine
NOVEMBER 28, 2022
Indoor navigation and indoor positioning are useful tools for optimizing business processes and improving the customer experience. With their help, you can improve customer service, increase customer loyalty to your company, and develop an effective and lucrative marketing campaign.
The Role Of AI In Customer Experience
Pointillist
FEBRUARY 19, 2018
“By 2020, 85% of customer interactions will be managed without a human” – Gartner. Today’s customers live in an omnichannel world. But most companies still force these evolved customers onto engagement paths that are steeped in legacy and instantly feel outdated. Artificial intelligence can be successfully employed to provide an intelligent, convenient and informed customer experience at any point along the customer journey. By Will Thiel.
Empowering Your Team to Deliver Kick-Ass Customer Experience
BlueOcean
FEBRUARY 25, 2019
You know your wallet is stuffed with membership cards (roadside assistance, your local gym, and Costco) and your front porch welcomes monthly subscription boxes (Blue Apron, Trunk Club, and Honest Essentials), while your go-to entertainment is no longer cable TV but subscription-based media (Netflix, Hulu, and Amazon Prime.) It’s a trend that has a significant impact on the customer care sector. Instead, creating a consistent, differentiated experience is everything.
5 Top Customer Service Articles of the Week 7-12-2021
ShepHyken
JULY 12, 2021
Each week I read many customer service and customer experience articles from various resources. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Why would customers stay loyal to brands that are slow or can’t offer help?
Loving Suppliers for Customer Experience Excellence
ClearAction
FEBRUARY 14, 2015
Loving Suppliers for Customer Experience Excellence. Is it possible to be the darling of your customers, yet the opposite to your suppliers? Does it make sense to want your customers to love you and at the same time have no intention of letting your suppliers earn the same privilege? If every company has no intention of loving their suppliers, then what's the point of B2B companies trying to be loved their customers? Customer Loyalty Boomerang Effect.
Mobile Technology and Gaming Create Better Customer Experiences
Win the Customer
JUNE 23, 2015
In the work environment, gamification may be employed as a training tool or employee morale initiative and in turn, improve customer service experiences. The idea behind gamification is quite simple: by applying game mechanics to tasks or functions that typically have no entertainment value, you provide people with motivation to partake in these tasks. Customer Experience Technology
Top 51 Customer Service Leaders – Best Customer Experience Influencers
Netomi
JANUARY 5, 2022
Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Customer Service Leaders: Adam Toporek.
Emirates Vs Etihad – Customer Experience Review
ijgolding
SEPTEMBER 24, 2014
Many dinner table conversations about customer experience will end up talking about the airline industry. An industry that appears to be amongst the most glamorous has consistently struggled over the years to deliver consistently good experiences. Some of the biggest customer experience horror stories have been served up by airlines. I am very fortunate to travel a great deal as I help and guide organisations on their customer centric journeys.
Customer Experience is Everything
Avaya
JUNE 29, 2017
And you just couldn’t wait to see and experience what was coming. Theme parks know: experience is everything. Lately, this includes interactive social, mobile, touch-enabled experiences that add a touch of sparkle to a visitor’s journey. You want to deliver the same surprise, amazement, and contentment in your customer journey, but it’s easier said than done when it comes to an enterprise business. New and existing customers see the possibilities.
How to Communicate your Way to a Better Customer Experience
PeopleMetrics
MARCH 13, 2015
Communication is core to customer centricity. In our research into customer-centric culture , we''ve uncovered one cultural dimension that supports Employee Engagement and customer Net Promoter Scores more than any other. When organizational groups are on the same page, everyone understands the “right” choice for the customer, at every level, in every channel, regional office, and department. When such disconnects exist, the customer invariably suffers.
What Amazon Prime Day Can Teach You About Customer Experience
PeopleMetrics
JULY 17, 2015
unless you’re busy), let’s go over a few customer centricity best practices we can glean from the event. Work to manage and deliver on customer expectations. Customer have expectations, and they hold grudges when those expectations aren’t met. And the more you can deliver on those expectations and build customer loyalty. Focus small in your customer experience strategy. Which is why blanket, public promises to all of your customers are so hard to uphold.
How Technology & Customer Experience Have Changed the Employee Learning Landscape
Call Center Weekly
DECEMBER 19, 2017
By Melissa Pollock Cloud-based contact center platforms, big data analytics, omni-channel operations, and artificial intelligence applications have all contributed to a prodigious evolution in how we engage and manage customer journeys. These advances also helped drive customers' expectations for more responsive, informed, and accessible services, and service representatives.
5 Top Customer Service Articles For the Week of January 4, 2021
ShepHyken
JANUARY 4, 2021
Each week I read a number of customer service and customer experience articles from various resources. Customer Experience Tips and Advice from the Pros During Disruption by Srijana Angdembey. The focus is on customer outcomes.
Top Rated Irish Slots for Customer Experience In 2021
CSM Magazine
JANUARY 3, 2022
The online casino customer experience has been getting a lot of attention in the gambling industry. Anyone who goes to an ordinary casino understands that the main task of casino managers is to make customers happy. It’s all about the player experience.
The Show Starts When the Phone Rings
ShepHyken
FEBRUARY 10, 2021
That experience in show business gave me the stage chops to start my business as a professional speaker. Many of my friends are professional entertainers. Our customers may find us as the result of a Google search or a recommendation from a friend or colleague.
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