Beyond Philosophy

JULY 2, 2020

There are three different groups of organizations regarding opening up again after the pandemic: Organizations that are reacting to things: This group is changing the Customer Experience to respond to the crisis, but believe the present environment we are experiencing is temporary. We know that customers usually want easy things.

Customer Experience 195

Customer Experience Non-Profits CX 195

Heart of the Customer

SEPTEMBER 11, 2014

You would think that the return on customer experience is obvious. A better customer experience improves loyalty, and loyalty means you can spend more time serving customers than chasing new ones, resulting in cost savings. The CX Non-Believer buys the bottom 10 (called CX Laggards). million in new revenue.

Net Promoter Score 132

Net Promoter Score Customer Experience Non-Profits CX 132

CX Accelerator

DECEMBER 22, 2022

To equip, encourage, and connect Customer Experience professionals at every stage in their journey. Continuing to provide leadership over the non-profit is Co-founder Dan Brown. Nate Brown , Co-founder, will continue as President for the non-profit of CX Accelerator. And the exciting part?

Non-Profits 36

Non-Profits CX Technology Technology 36

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Take responsibility.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

CX Accelerator

JANUARY 14, 2024

We've been on the path to establish the organization as a non-profit to help amplify our mission of equipping CX professionals on every stage of their career journey. link] We strongly believe that there is something special about Customer Experience work and the people who do it. We have big time news for CX Accelerator!

CX 182

CX Non-Profits Customer Experience 182

Experience Investigators

FEBRUARY 18, 2025

A key factor for business success and profitability (where revenue outpaces costs) is the customer experience (CX). Memorable, meaningful customer experiences turn typical transactions into impactful moments that build customer loyalty and help you continually innovate and reach more people effectively.

Customer Experience 52

Customer Experience Non-Profits CX Education 52

Heart of the Customer

MARCH 16, 2021

At Heart of the Customer, we work across many different industries – in the past six months alone, we’ve partnered with life insurance, SaaS software, healthcare delivery, property and casualty insurance, non-profits, and staffing enterprises. These organizations serve a wide variety of customers who have very different needs.

Non-Profits 167

Non-Profits Healthcare B2C Customer Relationship 167

Shep Hyken

AUGUST 13, 2021

He writes about how successful, global brands use social media to deliver outstanding customer service experiences. Social media is a powerful tool that can encourage customers to acknowledge a job well done. The post Guest Post: How Can PR Crisis Management Shape Customer Experiences?

Social Media 129

Social Media Customer Experience Non-Profits Omnichannel 129

ClearAction

FEBRUARY 26, 2015

Customer Experience Journeys: Map for Actionability. How actionable are your customer journey maps? In this 3-part series, we're looking at 3 keys to getting it right: focus on the customers' experience journey , map for actionability , and apply insights everywhere. And a picture paints a thousand words.

Customer Journey Map 109

Customer Journey Map Customer Experience Non-Profits Voice of the Customer 109

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). Want to get more inspiration from customer experience leaders from every industry?

CX 114

CX Customer Experience Non-Profits Start-ups 114

Callminer

OCTOBER 11, 2018

With more than 15 years of experience in business, finance and accounting, Smitha is also responsible for implementing financial controls and processes. She is also responsible for organizational improvements and streamlining business operations that drive growth, increase efficiency, and bottom-line profit. Employee engagement.

Contact Center 561

Contact Center Non-Profits Compliance Education 561

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

ClearAction

DECEMBER 16, 2017

What is Customer Experience Collaboration? Collaboration like this across your entire company is what’s needed to win customer experience championships. Collaboration like this across your entire company is what’s needed to win customer experience championships. Lynn Hunsaker. It’s 360-degree collaboration.

Customer Experience 89

Customer Experience Sports Non-Profits Gaming 89

Steven Van Belleghem

DECEMBER 6, 2021

Jeremiah Owyang, Tech Analyst @ Kaleido Insights: Brands are using NFTs to Drive Customer Engagement and Loyalty for their CX Strategy. We see more and more marketers adopting NFT (Non fungible tokens) technology to connect to their customers to drive engagement, loyalty and more.

CX 123

CX Customer Experience Non-Profits Social Media 123

Beyond Philosophy

SEPTEMBER 20, 2017

RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Many customers received notice, by text message, of their flight cancellations only hours before they were due to depart. Customers found they will graciously forgo the administration charge but will still charge a change fee!

Non-Profits 153

Non-Profits Social Media CX Customer Experience 153

ClearAction

FEBRUARY 1, 2022

Is Adversity Good for Customer Experience & Employee Experience? Employee experience has certainly met some hard knocks during the global pandemic. For customer experience as well, the pandemic has required a lot of patience, with lingering uncertainty due to supply chain issues, workforce interruptions, and so on.

Non-Profits 71

Non-Profits Customer Experience Engineering 71

Intercom, Inc.

SEPTEMBER 2, 2020

In the not-too-distant past, customer support was viewed as a cost center – a necessary, but non-profitable, part of a business. Today, more and more businesses are realizing the true bottom-line value that incredible customer service brings to a business – customer loyalty , retention, and advocacy to name but a few.

Non-Profits 190

Non-Profits Customer Retention Customer Loyalty Customer Satisfaction 190

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. In essence, customer experience is what makes the world go around!

CRM 66

CRM CEM Non-Profits Customer Experience 66

CX Journey

FEBRUARY 27, 2015

Is your company committing the 7 Deadly Sins of customer experience? Of course, as I ran down the list and explained them (in a PG kind of way), I pondered sins of the customer experience. I''ll take a broader stroke in this post and look at customer experience management overall. Yes, probably.

Customer Experience 86

Customer Experience Government Non-Profits Close the Loop 86

Lumoa

JUNE 23, 2021

What is diversity in customer experience? Diversity in customer experience is about who’s on your team. To cater to all of your customers’ unique needs, you need to have a plurality of opinions and perspectives. Improved employee experience The better the employee experience , the better the customer experience.

Customer Experience 78

Customer Experience Non-Profits Start-ups Innovation 78

ECXO

MAY 14, 2024

Feedback Loops: Creating mechanisms for regular feedback from customers, employees, and partners helps businesses stay aligned with human needs and expectations. Ethical Considerations and Social Responsibility In today’s world, the expectations from businesses have evolved beyond just generating profits.

B2C 156

B2C B2B Artificial Intelligence Non-Profits 156

ClearAction

NOVEMBER 25, 2017

Do Customer Experience Policies Empower Growth? Do your policies set free your customers and your employees? Policies are designed to protect, but sometimes they disintegrate — rather than protect — customer relationships. And customers’ mistrust of companies propels regulations, protests and negative word-of-mouth.

Customer Experience 63

Customer Experience Non-Profits Government Innovation 63

ClearAction

AUGUST 22, 2020

Thriving in Customer Experience on a Tight Budget Lynn Hunsaker. Customer experience management on a tight budget can still achieve great progress. You can make a vital impact even when customers are experiencing difficulties and use of technologies must be scaled back. Voice-of-Customer Almost-Free.

Customer Experience 77

Customer Experience Non-Profits Gambling Innovation 77

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. In essence, customer experience is what makes the world go around!

CRM 59

CRM CEM Non-Profits Customer Experience 59

Customers That Stick

MAY 13, 2015

Its poor customer service ratings have been magnified and made archetype by a succession of viral customer service stories like this one about a recorded call with a Comcast phone rep and this one a few months later. Why Cable Needs Great Customer Service. A loyal customer base is the best protection.

Customer Service 146

Customer Service Non-Profits Technology Technology 146

PeopleMetrics

APRIL 28, 2015

Squeezed profit margins, declining fee income, the need to invest in ever advancing mobile and ATM technology, branch upgrades, and comply with new regulations all contributed to their demise. In 2014, the most likely reason a customer is in the branch is to resolve an issue. Wows and Woes Study.

Customer Experience 79

Customer Experience Non-Profits Voice of the Customer Innovation 79

Customer Bliss

AUGUST 9, 2016

In this episode, we explored yet another unexpected place where customer experience is taking hold: the government. Stephanie in particular has another interesting path for how she got into customer experience work – parlaying her background in journalism to use it to create compelling stories and actions for change.

Government 0

Government Customer Experience Non-Profits Close the Loop 0

CSAT.AI

FEBRUARY 1, 2023

Further, there is an argument for the contact center as a means of increasing profit and using other department budgets wisely. This helps get bosses on board with investing in customer service as a profitable sales tool. Human based customer service is one of these. Many of these are necessary business tasks.

Contact Center 102

Contact Center Non-Profits Sentiment Analysis Customer Loyalty 102

Beyond Philosophy

MARCH 20, 2017

Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. Providing ‘value’ to the Customer. It is time to resonate with customers—and stop wasting money.

Non-Profits 137

Non-Profits Customer-Centric Organization Sales Start-ups 137

Steven Van Belleghem

MARCH 19, 2023

Perhaps the most striking aspect of the Muji (non-)brand is its unique take on CX, in which imperfection plays an essential part. And it strives to constantly find ways to better the customer experience. It donates 50% of profits to clean water and sanitation non-profits.

Non-Profits 104

Non-Profits Agriculture CX Manufacturing 104

ClearAction

FEBRUARY 4, 2020

Growth Through Customer Experience Momentum Lynn Hunsaker. Customer experience momentum foreshadows growth. As customers are the source of budgets, salaries and dividends, their predisposition toward your brand is a precursor to progress in profits and top-line proceeds. Operationalize Customer Experience.

Customer Experience 62

Customer Experience Non-Profits Key Driver Analysis CX 62

ClearAction

AUGUST 3, 2023

Customer Experience-Inspired Corporate Strategy Lynn Hunsaker Customer experience-inspired corporate strategy is rare, according to a recent poll in a strategic planning LinkedIn group. Re-think “ customer experience ” (CX) as brand integrity : delivering what you promised.

Customer Experience 62

Customer Experience Data Mining Non-Profits B2B 62

Beyond Philosophy

JANUARY 25, 2016

Because of the three following reasons: I operated from a mindset of what was good for the company and ignored the impact on Customers. I worried about our internal the processes rather than the experience we gave Customers. I concerned myself with internal costs at the expense of Customer Experience.

Customer-Centric Organization 109

Customer-Centric Organization Non-Profits Customer Loyalty Customer Experience 109

Retently

AUGUST 23, 2022

This ultimately misses the point of NPS, which is to measure and improve customer experience and satisfaction. In ecommerce, a single factor can often turn what could have been a positive experience into a negative one. Data shows that a 5% increase in customer retention can result in a 25% to 95% improvement in profit.

Net Promoter Score 147

Net Promoter Score NPS Non-Profits Customer Satisfaction 147

Retently

JULY 8, 2024

Can it be co-related with your net increase in sales or profits? If NPS measures customer happiness, why are customers happier this year? With these valuable insights on hand, you can prioritize your challenge areas and improve customer experience for those departments.

Net Promoter Score 148

Net Promoter Score NPS Non-Profits Customer Satisfaction 148

Beyond Philosophy

JUNE 1, 2015

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? And, what is the impact of loyalty programs on enterprise profitability? This, as they see it, may be indicative of hope among companies with programs that long-term customer value can be generated.

Non-Profits 84

Non-Profits Retail Entertainment Sales 84