Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. Here is the link.

CX 156

CX Social Media Sports Customer Service 156

Bill Quiseng

NOVEMBER 1, 2023

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. And they’ve done it so often for so long that “CX” has been the traditional term for many business leaders. But no more.This is our time for a CX Revolution!

CXM 97

CXM CX Customer Journey Map Sports 97

Experience Investigators

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction.

Customer Experience 94

Customer Experience Net Promoter Score Customer Journey Map Sports 94

ClearAction

SEPTEMBER 22, 2022

CX Annuities Solve CX ROI & Tenure Dilemmas Lynn Hunsaker. CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience. Even so, experience managers grapple with demonstrating ROI.

CX 62

CX Sports Non-Profits Touchpoint 62

Beyond Philosophy

JUNE 28, 2024

This episode is the sixth in an eight-part series on Unlocking the Psychology of Customer Experience. Another bias we discuss is the Hot Hand Fallacy, which influences people to believe that a streak of success in sports or other areas is sustainable despite statistical evidence.

Sports 88

Sports Customer Experience Education CX 88

Heart of the Customer

AUGUST 4, 2016

So why do so many teams try to win at CX with only a partial team? The post CX is a team sport. appeared first on Heart of the Customer. You’d never try basketball without guards. The one consistency is a […]. Is your whole team playing?

Sports 74

Sports Non-Profits CX Retail 74

Steven Van Belleghem

DECEMBER 6, 2021

The other is another way to think about how you measure customer success. The customer’s expectations continue to evolve. Customers are smarter than ever and know what a good CX looks and feels like. They compare the experience to the best they’ve had from any business or brand.

CX 123

CX Customer Experience Non-Profits Social Media 123

Zendesk

OCTOBER 5, 2023

Founded in Osaka, Japan in 1906, Mizuno has since grown into an international brand supplying athletes around the world with exceptional sports equipment, sportsware, and accessories. A dedicated golfer, Conner joined Mizuno right out of college as a customer service rep almost 20 years ago. We go through training in phases.

Sports 52

Sports CX Gaming Manufacturing 52

Myra Golden Media

MAY 9, 2022

We all know a few customer experience Chumps—they talk a big game but don’t actually deliver on excellent customer experience. On the other hand, CX Champs understand that customer experience is a team sport and takes a lot of different elements.

CX 62

CX Sports Gaming Customer Experience 62

VOZIQ

FEBRUARY 1, 2023

Companies should be swift in customer retention efforts in such a landscape, especially considering customer expectations continue to evolve. Here are three significant reasons why customer retention is an agility sport. Companies must perform a customer-level risk analysis across the buying journey.

Sports 52

Sports Machine Learning Customer Retention AI 52

ClearAction

OCTOBER 25, 2022

Assessment for Almost-Automatic CX Excellence Lynn Hunsaker. To propel your firm to world-class performance, an assessment for almost-automatic CX excellence is now available. You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career.

CXM 71

CXM CX Sports Customer Experience Management 71

Customer Think

SEPTEMBER 16, 2023

As one of the titans in the sports industry, Nike deeply understands how to create an extraordinary customer experience to connect with its consumers on an exceptionally personal level.

Sports 49

Sports CX Customer Experience Customer Loyalty 49

Steven Van Belleghem

DECEMBER 19, 2022

For instance, we recently saw how Decathlon, the largest sporting goods retailer in the world with more than 1,690 stores in 60 countries and regions, has been deeply investing in a circular economy philosophy. Which is great for them and for their customers and for the planet. More than the 4 layers.

Sports 136

Sports Retail CX Customer Experience 136

Experience Investigators

DECEMBER 8, 2020

The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. Regardless of the ups and downs and unique challenges of 2020, a year-end review is a good exercise for customer experience leaders. Five CX Questions to Help You Reflect: 1. Even if it’s difficult.

Customer Experience 119

Customer Experience Net Promoter Score Close the Loop CX 119

Experience Investigators

APRIL 27, 2021

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. Many CX leaders are asked to simply do more with less. Customer experience is often launched with tactics instead of a strategy.

Customer Experience 105

Customer Experience Invoicing Customer Journey Map CX 105

Experience Investigators

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. A Customer Experience Charter can answer that question. Who Needs to Approve?

CX 130

CX Net Promoter Score Government NPS 130

ClearAction

JUNE 8, 2015

Creating World-Class Customer Experience Teams. In sports, a great deal of thought goes into creating winning teams. Choosing the right players, getting everyone on the same page, practicing hand-offs and executing a clever playbook are how winning sports teams are created. The Formation of Customer Experience (CX) Teams.

Sports 94

Sports Customer Experience Scorecard CX 94

Beyond Philosophy

MAY 8, 2017

Six years later, the outcomes of this study hold true – customers’ emotional and subconscious responses to your brand account for a good half of the total Customer Experience. Red Bull is far from being the only brand that manages its Customer Experiences from an emotional viewpoint.

Customer Experience 141

Customer Experience Sports Social Media Gaming 141

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? Probably not.

CX 121

CX Customer Experience Education Machine Learning 121

Lumoa

JUNE 26, 2023

In fact, several companies, ranging from media to finance, are already investing in an omnichannel customer experience to boost their sales and revenue. You can also achieve similar figures by building an omnichannel customer experience tailor-made for your business. Focus on customer support 6.

Omnichannel 78

Omnichannel Net Promoter Score Customer Experience Social Media 78

Customer Bliss

APRIL 23, 2021

Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And, I don’t think that is a great way to run a business.

Customer Experience 109

Customer Experience Sports CX Technology 109

ClearAction

DECEMBER 16, 2017

What is Customer Experience Collaboration? Imagine your company as a sports team, such as volleyball, soccer, hockey or football: do you truly pull together, have one another’s backs, share opportunities and show your opponents and fans you’re a well-oiled machine? Lynn Hunsaker. It’s 360-degree collaboration.

Customer Experience 89

Customer Experience Sports Non-Profits Gaming 89

Zendesk

MAY 25, 2022

I have been working in CX for six or seven years. But only when I joined Tymeshift did I feel like I’d really entered the CX community, learned the ins and outs, and saw how important it is: not just for me, but for my whole company. So if you’ve just dropped in on the CX scene, let me help you get up to speed.

CX 98

CX Social Media Start-ups Sports 98

Aquire

DECEMBER 1, 2021

So, it’s safe to assume there are quite a few of your customers among its users — often trying to make buying decisions with the platform’s help. And that’s why it’s important to include the Facebook customer experience as part of your overall strategy. How can I improve my customer experience on Facebook?

Social Media 105

Social Media Customer Experience Omnichannel Sports 105

Experience Investigators

JULY 26, 2022

Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success. The more we treat CX as a team sport, the more likely it is for us to achieve meaningful outcomes for both our customers and our organizations.

CX 52

CX Sports Customer Journey Map Hospitality 52

Steven Van Belleghem

SEPTEMBER 28, 2022

And so, today, I wanted to write something about how fostering a positive attitude in life can help us create better CX. Be fun – create joy for your customers. Experiment – embrace the risk of innovation. Positivity and optimism are essential when it comes to innovating in CX. there will always be a risk.

CX 113

CX Social Media Sports Innovation 113

Aquire

DECEMBER 21, 2021

Since we specialize in customer experience, we made a list (and checked it twice) of New Year’s resolutions to consider to improve your customer service in the new year. In our personal lives, that could be learning a new language, playing a sport, or making origami frogs (true story). Upskilling : Learn something new.

CX 98

CX Artificial Intelligence Innovation Predictive Analytics 98

Heart of the Customer

DECEMBER 18, 2018

Applied to CX, it’s when you focus only on existing customers and ignore those who have left. There’s a national sports bar which saw its CX scores continually improving. […]. The post Survivor Bias is a Big CX Measurement Risk appeared first on Heart of the Customer. Let’s look at an example.

CX 68

CX Sports Voice of the Customer Customer Journey Map 68

Customer Bliss

MAY 23, 2018

“ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Fanatics is the world’s largest provider of officially licensed sports gear. Be Authentic and Inspire Your Team.

Sports 78

Sports E-commerce Customer Experience Legal 78

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

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

Steven Van Belleghem

MAY 3, 2022

Of course, you can have the best, most serviceable and most highly trained people working for you, if they are not empowered to make their own decisions on the spot , the CX would be mediocre at best. Whether it’s to do with accommodations, entertainment options, sports facilities, events etc.: The post “Start every day with CX!”

CX 109

CX Entertainment Sports Customer Feedback 109

Beyond Philosophy

SEPTEMBER 5, 2020

Many sports fans will tell you their team is the best. However, only one of the sports teams wins the championship and is definitively the best. The sports fan situation I described is an example of Cognitive Dissonance. They are left trying to reconcile reality with what the customer feels the marketing promised them.

Sports 114

Sports Customer Experience CX 114

SurveySensum

JULY 17, 2023

Creating a memorable retail shopping experience, both online and in-store, is like taking your customer on an amazing trip so that even after the trip is over they always come back for more. Decathlon, a renowned sporting goods retailer, excels in this area. But how to do that? And how can you incorporate them?

Retail 52

Retail Customer Experience Sports Touchpoint 52

SurveySensum

JULY 17, 2023

Creating a memorable retail shopping experience, both online and in-store, is like taking your customer on an amazing trip so that even after the trip is over they always come back for more. Decathlon, a renowned sporting goods retailer, excels in this area. But how to do that? And how can you incorporate them?

Retail 52

Retail Customer Experience Sports Touchpoint 52

ClearAction

NOVEMBER 4, 2020

Intentional Customer Experience as North Star for 2021 Lynn Hunsaker. In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide — to be vital to survival. Intentional Customer Experience as North Star.

Customer Experience 77

Customer Experience Invoicing Sports VOC 77

ClearAction

APRIL 3, 2015

Why Customer Experience Excellence Requires HR Engagement. People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. I’d like to see HR be an active contributor to the CX vision.

Customer Experience 121

Customer Experience VOE Scorecard Government 121