Fonolo

MAY 11, 2022

Customer experience is no longer just a buzzword. Brands that go the extra mile to make life easier for their customers have seen the immense payoff in the form of long-term customer loyalty. Creating a Customer Service Strategy That Drives Business Growth. Oregon Public Employees Retirement System (Oregon PERS).

CX 67

CX Non-Profits Education Contact Center 67

Customer Bliss

OCTOBER 17, 2017

Comcast Customer Experience – Episode Overview. Charlie Herrin is the Chief Customer Experience Officer at Comcast, based out of Philadelphia. One of the biggest is Comcast moving from a “product focus” to a “customer experience focus.” The Big Themes Of This Episode.

Net Promoter Score 23

Net Promoter Score Customer Experience NPS CX 23

Inside Customer Service

JUNE 17, 2021

These questions came up a lot while I was doing research for The Service Culture Handbook and The Guaranteed Customer Experience. Here's an explanation of the three concepts along how other statements fit in, like your customer service vision or brand promise. TriMet operates the public transportation system in Portland, Oregon.

Transportation 144

Transportation Legal Customer Service Technology 144

Beyond Philosophy

MARCH 2, 2016

The implications the Marchex research reveals for your Customer experience are thought-provoking, to say the least. It also demonstrates an important principle of taking your Customer Experience to the next level: the more you know about your Customers, the more you can adapt your experience to appeal to them.

Customer Experience 111

Customer Experience Customer Experience Management CX Technology 111

Kerry Bodine

JUNE 20, 2015

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

CEM 97

CEM CX Contact Center Customer Loyalty 97

Beyond Philosophy

AUGUST 28, 2017

The eclipse is a good example of the way our experiences are influenced by our memories. This is a critical issue for any company that is serious about improving its customer experience. How did my experience measure up to what I expected? Lessons for Customer Experience. Happy Customers: How to Get Them!

CX 112

CX Customer Loyalty Customer Experience 112

Win the Customer

SEPTEMBER 12, 2023

In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Seamless Omnichannel Experience As pointed out by the experts at Salesforce, an omnichannel approach is pivotal in modern customer experience. Cultivating a Customer-Centric Culture 1.

Innovation 59

Innovation Customer Experience Omnichannel Social Media 59

Inside Customer Service

APRIL 29, 2021

Several years ago, I had a long-term consulting project in Portland, Oregon. A good brand promise functions as a company's customer experience vision. This is a shared definition of an outstanding experience that gets all employees on the same page. Dining out quickly loses its luster when you travel for work.

Start-ups 144

Start-ups Customer Service Customer Experience 144

Lightico

MAY 2, 2022

Tesla is on a mission to revolutionize the car insurance customer experience. But what Musk is trying to do reflects the broader trend of companies putting the insurance customer experience first. The real-time insurance product will now also be offered in Oregon, Colorado, and Virginia.

Customer Experience 59

Customer Experience Net Promoter Score Innovation Touchpoint 59

Chip Bell

MARCH 3, 2020

I was driving from Portland to Corvallis, Oregon, to deliver a keynote. It was early morning with light snow. In the distance, I could see that all four lanes of traffic had stopped. I assumed it was a car wreck. I was pleasantly surprised. A mother doe and her two fawns were slowly crossing the freeway.

Start-ups 70

Start-ups Customer Service Innovation CX 70

Customer Service Life

MARCH 6, 2019

I’ve completely caught the fly fishing bug — an unavoidable consequence given the abundance of fishable water here in Oregon. Improve the customer experience long before the customer calls. There are going to be times when customers have to call support. Click here to read the original post. It’s official.

Contact Center 94

Contact Center Sports Customer Service Start-ups 94

InteractionMetrics

JUNE 10, 2021

Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. The goal continues to be to help clients understand the customer experience deeply so they can grow customer loyalty.

Education 52

Education Customer Survey Customer Feedback Customer Loyalty 52

Zendesk

JUNE 29, 2023

Looking to start a new venture, the brothers—grandsons of Dutch immigrants—started serving espresso from a pushcart by the railroad tracks in downtown Grants Pass, Oregon. Dutch Bros’ Angie Veek, Senior Director of Customer Experience, and Sonia Martin, Senior Manager of Customer Success, are living examples of that ethos.

Customer Service 52

Customer Service CX Start-ups Voice of the Customer 52

Steven Van Belleghem

MARCH 30, 2020

Oregon State University will offer a coronavirus-related class on the science of stress and evidence-based coping skills that OSU students can take for credit and the public can take for free. The Future of Customer Experience. Amazon Prime Video is streaming kids’ movies and TV for free, no Prime membership required.

Healthcare 52

Healthcare Gambling Government Transportation 52

InteractionMetrics

JUNE 6, 2023

And while Bloom does not write explicitly about the customer experience, much of his research applies directly to customer interactions. Four Drawbacks to Customer Empathy Given all the attention customer empathy gets in the business world, let’s look at what the science reveals. As for empathy?

Customer Service 52

Customer Service Sports Customer Experience Innovation 52

Customer Experience Matrix

APRIL 1, 2020

Extreme growth was concentrated in hard-hit areas including California, New Hampshire and Oregon. Customer Data Platform vendor Amperity reported a less rosy result in its COVID-19 Retail Monitor , which draws data from Amperity’s retail clients.

Retail 80

Retail Entertainment Government Social Media 80