ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. Being innovative as you were born each day” is the new anthem of the young generation or the Millennials, what you call them as.

Analytics 315

Analytics B2B Technology Enterprise 315

ShepHyken

APRIL 26, 2019

Wish to inspire a step-change in how customers interact with your brand digitally ? Technology’s very fascinating, I love looking at technology, but most businesses look at technology first and then search for a problem it can solve, which is a big issue.”.

Technology 215

Technology Marketing Metrics Surveys 215

CX Accelerator

NOVEMBER 11, 2022

In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. Customer Insights/Measurement/Analytics. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience. Customer Journey Mapping.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. The imagination runs wild as to what this all will bring to our future. I expect brands to use technology in a similar fashion in the next 30.

Customer Experience 216

Customer Experience Telecommunications Technology Banking 216

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. Still, when you ask them what emotion they are trying to evoke, they tend to gravitate towards terms like “positive” or “favorable.” ” These are not emotions, nor are they specific.

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

Beyond Philosophy

OCTOBER 24, 2016

Before the announcement, many experts and industry commentators had little idea what it would be. Responsiveness: What is their online presence and quality of their content? Resilience: Do they have a higher brand purpose, meaning a desire to make customers’ lives better? A halo-effect is a lot like your brand reputation.

Consulting 419

Consulting Consulting Customer Experience Marketing 419

ShepHyken

OCTOBER 21, 2022

Advertising low prices or offering endless options are out of date, and customer expectations continue to rise. Simply put, if customers love the experiences they receive with your brand, they become your biggest advocates. You retain customers, increase brand loyalty and ultimately increase your bottom-line revenue. .

Marketing 180

Marketing Customer Experience Customer centricity Consulting 180

Beyond Philosophy

JULY 13, 2016

What do a Bank, an Airline, and an Online Retailer Have in Common? Whilst they each have their unique challenges, their insight on Customer Experience shows us the common obstacles that all of us face when tackling such an important facet of our business. A: If you have to choose one, then choose Customer Experience.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Lumoa

FEBRUARY 7, 2023

This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)? How to make customer-centric decisions based on VoC Creating a full overview of the Voice of Customer What is the Voice of the Customer (VoC)?

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

Beyond Philosophy

NOVEMBER 15, 2019

Different from actual prices, Price Image is the reputation that a store or brand has for being high- or low-priced. In other words, Price Image is the intersection of price and brand. We discussed how people form these price impressions and what happens when they are wrong. For example, Apple has a high Price Image.

Construction 301

Construction Consulting Consulting Airlines 301

ShepHyken

NOVEMBER 11, 2022

This week, we feature an article by Claron Kinny, SEO Outreach Specialist at Beaconstac , a company that creates and manages QR codes for brands for an immersive offline and online CX. So if you’re looking to explore QR codes for your brand, we have got you covered. . The truth is QR codes are used for numerous purposes.

Customer Service 162

Customer Service Feedback Advertising Customer Experience 162

Lumoa

FEBRUARY 14, 2024

A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. Adapting your CX to meet these higher expectations can differentiate your brand and the competition. But, developing a CX strategy that works is much more challenging than simply fine-tuning customer service processes.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Beyond Philosophy

MAY 7, 2020

Do you love your cable company? . However, we do love complaining about them, or at least I know I do. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Let me tell you what happened to me when I decided that I was going to change cable companies in Florida.

Customer centricity 436

Customer centricity Technical Support Consulting Consulting 436

Beyond Philosophy

JULY 6, 2016

We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. Last year, Forrester published the Customer Experience Index, China 2015, ranking 60 brands for their performance in Customer Experience. Three Truths Every Marketer Should Know about CX in China.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

FEBRUARY 2, 2015

When it comes to branding there might be no better way than using music to help a Customer remember your brand promise. Branding with Music Creates a Memory…Just Hope it’s a Good One. In both cases, the song and the resulting connection is likely to keep positive emotions associated with the brand name.

Marketing 416

Marketing Customer emotions Consulting Consulting 416

Beyond Philosophy

MAY 4, 2023

So, let’s look at the rules first and then dive deeper into what I mean by them. The book has a lot of superior wisdom, but, in particular, I liked Blanchard’s question at one point: What would you do if you weren’t scared? 10 Rules for Building a Successful Consultancy Be brave and be committed. That’s okay.

Consulting 195

Consulting Consulting Education Customer Experience 195

ShepHyken

AUGUST 10, 2020

I have added my comment about each article and would like to hear what you think too. SmartBug) In this blog, we look at five customer retention strategies that you can implement to deliver more value to your customers and increase customer loyalty. I love the first one: Quite Selling and Start Educating. This list is good.

Customer Service 232

Customer Service Customer retention Customer centricity Education 232

Beyond Philosophy

FEBRUARY 9, 2023

I solicited responses from my followers on LinkedIn, and here’s what they thought about ChatGPT. This is Only The Beginning What is particularly exciting/terrifying about this is that ChatGPT is just the beginning. Those first interactions on the computer were not like what we experience today, were they?

Chatbots 195

Chatbots Education Customer centricity Technology 195

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. As much as I’d love to wave my hand to implement new features on the spot, it’s not always possible. There was nothing that could be done. Who cares about these limitations?

Upselling 83

Upselling Contact Center Engineering Banking 83

Beyond Philosophy

DECEMBER 25, 2017

To get you ready for what is next in Customer Experience, let us review what we have learned so far. Why You Love Super Bowl Ads but Hate Shopping! Will the proactive approach to passenger experience pay off for the brand? Find out what we think here. Who Wins—Brand or Customer Experienc e?

Advertising 297

Advertising Entertainment Customer emotions Customer Experience 297

ShepHyken

MAY 28, 2018

I have added my comment about each article and would like to hear what you think too. There’s plenty of proof and ideas in this article that will help you realize that what’s happening on the inside of the organization is going to be felt on the outside by the customer. Here are my top five picks from last week.

Customer Service 193

Customer Service Entertainment Customer Care Customer Experience 193

Nicereply

JUNE 6, 2022

Let’s talk about a popular survey type known as the Customer Effort Score (CES) and discuss what it is; when to use it; and why it’s so important for your brand. What is the Customer Effort Score (CES)? What is the idea behind the Customer Effort Score (CES)? Do your clients have to work hard to get what they want?

Customer effort 104

Customer effort Benchmark Surveys Consulting 104

Beyond Philosophy

OCTOBER 25, 2019

I wondered what the secret was to their success. His latest book, The Airbnb Way , shares their insight for successful disruption and delivering an excellent Customer Experience to your customer community. As a consultant for these brands, he gets an insider position that allows him to collaborate and share their story to others.

Consulting 261

Consulting Consulting Technology Personalization 261

Totango

FEBRUARY 23, 2024

Karen has a unique story as she joined Totango right after the company updated its positioning narrative and completed a brand refresh. Take time to find out what makes your peers tick. Learning what they enjoy outside of work, their talents or hobbies, etc., The elusive C-suite is a powerful and exciting place to be.

Marketing 98

Marketing Enterprise Sales 98

Nicereply

JUNE 6, 2022

Let’s talk about a popular survey type known as the Customer Effort Score (CES) and discuss what it is; when to use it; and why it’s so important for your brand. What is the Customer Effort Score (CES)? What is the idea behind the Customer Effort Score (CES)? Do your clients have to work hard to get what they want?

Customer effort 98

Customer effort Benchmark Surveys Consulting 98

Beyond Philosophy

JUNE 15, 2018

So, What is Mental Accounting? It upset my mental accounting of what the flight cost, which irritated me and made me wonder what Ryanair would charge me for next. If I don’t want to pay extra, I can limit what I bring to fit within the carry-on guidelines or bring my own food. Pricing is fundamental to your business.

Airlines 360

Airlines Accountability Consulting Consulting 360

Beyond Philosophy

DECEMBER 2, 2021

So, the question I pose today is, what part of your customers’ past would they want to relive? . This toy story example poses an interesting question that we asked during a recent podcast : What place does nostalgia have in your Customer Experience? Each of these things is distinctly worse than what is available today.

Entertainment 221

Entertainment Construction Consulting Consulting 221

ShepHyken

NOVEMBER 7, 2016

I have added my comment about each article and would like to hear what you think too. What’s stopping your customers from being loyal? The author has some excellent examples of why customers are loyal to one brand over another. The author has some excellent examples of why customers are loyal to one brand over another.

Customer advocacy 311

Customer advocacy Customer Service Marketing Management 311

Concentrix

SEPTEMBER 5, 2023

What is brand love? We identified key facets that define it, providing insights into what fosters or hinders customer-brand relationships.

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48

Beyond Philosophy

NOVEMBER 28, 2016

What wasn’t so completely understood at the time is that that this level of employee commitment and personal investment also positively impacted the employee experience. Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer. Today, is that enough?

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. We hope you enjoy reading this best-of highlights reel; we loved making it happen. . Top 10 Blog Posts from 2019 . Do you mistake your busyness for productiveness?

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Beyond Philosophy

JULY 11, 2016

When you frustrate and annoy a customer online these days, they are just two clicks away from having a social media heyday with your brand reputation. No matter what your company does, there’s an app for that. So what can we do differently? What do you think would help create an excellent Digital Customer Experience?

Customer centricity 305

Customer centricity Consulting Consulting Customer emotions 305

Beyond Philosophy

NOVEMBER 11, 2014

“ Most of the time, what we do, is what we do most of the time”. Check out the video: I really love this video as it just shows the extent to which we are driven on autopilot by our habits (literally in this case). We know that those habits can shape the fortunes of brands and products. Habits and Marketing.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic. I hold nothing back.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

ProProfs Blog

MARCH 26, 2020

If you are reading this blog, you might already have an idea about NPS( Net Promoter Score), a highly used customer satisfaction metric. For this reason, you need to first learn about “Brand loyalty”. Brand loyalty is a modern day buzzword. What’s more? What else can a company dream of? What Is an NPS Score?

Surveys 139

Surveys Metrics Feedback Advertising 139

Beyond Philosophy

SEPTEMBER 15, 2015

I love Netflix. So the question is, what can we learn about what works for Customer Experience by looking at trends in NPS? For example, Rocks has discovered that brands that have made providing a simpler Customer Experience their priority have performed “especially well” with regards to NPS. It is simple.

Banking 383

Banking Telecommunications Consulting Consulting 383

Beyond Philosophy

AUGUST 15, 2016

They keep your brand in their mind and influence their buying decisions. But what makes a successful seasonal promotion and how can you incorporate your Customer Experience goals into them? Ostensibly, they will remember how easy it was to work with your brand and will choose your product or service over the competition.

Consulting 281

Consulting Consulting Customer Experience Customer Service 281