Customers That Stick

NOVEMBER 13, 2014

I am a Customer Experience and Contact Center Manager with over 15 years of contact center experience. I have a terrific pulse on incorporating innovation into the contact center having implemented social, outsourcing partners, new technology, and new products, while maintaining an award-winning contact center.

Customer Experience 137

Customer Experience Contact Center Sports Social Media 137

Sprinklr

AUGUST 5, 2021

I love tradition and I love sports, so it is no surprise to anyone who knows me well that I absolutely adore watching the Olympics. A magnificent, inspiring sporting occasion with such an incredible heritage: The first modern Olympics took place in 1896 in Athens, and featured 280 participants from 12 nations, competing in 43 events.

Innovation 143

Innovation Sports Social Listening Social Media 143

Aquire

DECEMBER 1, 2021

Despite the new platforms on the scene, Facebook is still one of the most popular social media around. 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. Why is Facebook good for customer service? Optimize Messenger.

Social Media 105

Social Media Customer Experience Omnichannel Sports 105

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Messina is an expert on this subject.

AI 166

AI Social Media Artificial Intelligence CX 166

Customers That Stick

OCTOBER 30, 2014

Customer Service < Customer Experience . Tell Us More About Yourself… What was your first job and what did you learn about customer service in it? Tell us how one outside influence impacted your customer service or customer experience thinking. Paper < Plastic. Mac < PC.

Customer Experience 115

Customer Experience Sports Construction Social Media 115

Customer Experience Matrix

SEPTEMBER 11, 2009

My son works as a sports researcher at a cable television network. This is the sort of thing that gets sports people excited. The story also illustrates the value of social media. This isn’t to say that social media would provide the same value to everyone. It's nice work if you can get it.

Social Media 54

Social Media Sports Gaming Technology 54

Fonolo

AUGUST 4, 2020

In the age of social media backlash and call-out culture, customer perception has become more important than ever to a brand’s success. The current COVID crisis is already impacting customer perceptions of brands. What influences customer perception? Customer Experience. They were right.

Social Media 120

Social Media Sports Net Promoter Score Customer Satisfaction 120

CX Accelerator

DECEMBER 31, 2018

Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience.

Contact Center 244

Contact Center Sports Social Media Start-ups 244

Customer Bliss

MAY 23, 2017

In 2015, Sports Business Journal called The Belmont Stakes “The Sporting Event Of The Year.” Lynn also oversees a lot in her role: marketing, event planning, social media, hospitality and group sales, owner relations, media relations, and more. About Lynn. The Syracuse tie and her path onward.

Sports 57

Sports Customer Experience Hospitality Hospitality 57

PeopleMetrics

OCTOBER 31, 2014

A few of us at PeopleMetrics were talking the other day about customer experience. And we meandered our way to an interesting question: What is the difference between brand and customer experience? Nice to Meet You”: A Short History of Customer Experience. Like we do.) The Difference Between You and Nike.

Customer Experience 103

Customer Experience Voice of the Customer Sports Social Media 103

ClearAction

APRIL 18, 2015

How Human Resources Can Add Value to Customer Experience Excellence. Customer experience (CX) is all about people getting what they need in their lives. People in your company are central to designing and delivering great customer experiences. —@tcrawford. —@EngageGXD.

Customer Experience 96

Customer Experience Social Media CX Scorecard 96

Steven Van Belleghem

DECEMBER 6, 2020

Increasingly, we are moving into an era where everything is commerce and we will be shopping from our streaming channels, videos, social media and messaging and even from billboards in the street. But we still had to ‘go’ to a place, albeit virtual. Everything we see will have the potential to become a transaction. versus 8.1%

E-commerce 98

E-commerce Customer Experience Entertainment Social Media 98

Retently

MARCH 29, 2023

So how does the world’s NPS leader achieve such a high level of customer satisfaction? From implementing innovative features to perfecting the customer experience, today we’ll share the secret ingredients that make Tesla so special. It reduces distribution costs and provides customers with greater convenience.

Net Promoter Score 195

Net Promoter Score NPS Manufacturing Customer Satisfaction 195

Sprinklr

JULY 22, 2021

And, maybe, their achievement is so spectacular, it becomes a viral moment of “social gold” as well. Just reward for years of dedication to their sport. Top Sporting Events. For those water polo enthusiasts, it might be time to spread the word and give your sport a lift! Individual Sporting Deep Dives.

Sports 98

Sports CXM Gaming Social Media 98

Steven Van Belleghem

DECEMBER 6, 2021

The NFT craze has been hot during the last few quarters of 2021, as wealthy crypto investors are collecting rare digital art, that often dramatically increases in value, or grants utility to premium online experiences, and/or is a ticket to an elite community of other NFT holders. In the former social media era (Web 2.0)

CX 123

CX Customer Experience Non-Profits Social Media 123

Zendesk

DECEMBER 7, 2020

That’s on par with the global sports industry, the entire German construction market, and is roughly three times the value of the video game industry. It required a deep dive into every aspect of our support operation, and most importantly, time spent listening to our customers. No visibility into real-time interactions.

Customer Experience 98

Customer Experience Omnichannel Sports Construction 98

Beyond Philosophy

JUNE 4, 2015

Depending on the need of the Customer in front of them, they can use the appropriate channel to make a helpful, effective, and pleasant experience for Customers. DICK’S Sporting Goods use technology to their advantage. Mobile Experience: Harness the Power of Your Mobile Channel to Increase Traffic in Retail Stores.

E-commerce 141

E-commerce Sports Retail Omnichannel 141

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. Importantly, this book also offers crucial insights into the impact of the COVID-19 pandemic on our digital lives and the long-term effects it will have on digital experiences of the future. Here is the link.

CX 156

CX Social Media Sports Customer Service 156

Beyond Philosophy

FEBRUARY 24, 2015

So what does this mean to my Customer Experience? In both of these examples of restaurants and casinos, there is great care and planning that goes into the experience for the guests. Finding these clues is essential to creating a Customer Experience that will surprise and delight your customers.

CEM 122

CEM Social Media Customer Experience Management Sports 122

Beyond Philosophy

OCTOBER 3, 2014

In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience. Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If

CEM 154

CEM Sports Social Media Customer Loyalty 154

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. Net Promoter Score – NPS 2.

Omnichannel 78

Omnichannel Net Promoter Score Customer Experience Social Media 78

SurveySensum

FEBRUARY 24, 2025

Both Work With Unstructured Data : Both text and sentiment analysis deals with unstructured customer data and feedback, such as texts, emails, surveys, social media conversations, online reviews, etc. Common data sources for both include product reviews, social media posts, emails, call transcripts, and survey responses.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Here’s your complete guide to improving customer perception of your business. The perception of quality will vary from customer to customer.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Fonolo

AUGUST 11, 2020

You need to carefully price your products to reflect on how you want customers to perceive them: Are they cheap-and-cheerful or high-end luxury? . They’ll also vary from customer to customer. Remember that the customer experience doesn't end when you make the sale. Social Media.

Social Media 87

Social Media Sports Sales CX 87

Fonolo

SEPTEMBER 13, 2018

As Lawrence Martin of the Globe and Mail writes: “In the context of its celebrated history, our national sport is clearly past its prime, clearly on the decline … Hockey’s heyday was the Cold War era, 1950 to 1990. It was then that … hockey became an identity sport, occupying a role in society much grander than that of a game.”.

Sports 83

Sports Gaming Contact Center Social Media 83

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Why does this matter so much?

Retail 78

Retail Customer Experience Omnichannel Social Media 78

Steven Van Belleghem

MARCH 11, 2021

I decided to create the $CXM coin, a coin for the entire Customer Experience Management community. When someone in the $CXM community creates a great piece of content or when an organization creates a fantastic customer experience program, the community could reward them with X number of coins.

CXM 98

CXM Sports Social Media Gaming 98

Steven Van Belleghem

SEPTEMBER 28, 2022

Take Snapchat, for instance, one of the least toxic social media out there. Trust – don’t let difficult customers ruin the experience of the good ones. Try to create a fun and feel-good environment, maybe with Friday network drinks or team sports as a work break. Something fun. But they make us laugh.

CX 113

CX Social Media Sports Innovation 113

Intercom

JUNE 2, 2022

From the CEO and the management team to the intern fresh out of college, every employee or business owner has unique qualities that position them to bring excellent customer experiences to life. And for Elizabeth Dixon , even the smallest action can cause ripples that turn customers into loyal advocates. Very excited.

Customer Experience 111

Customer Experience CX Start-ups Innovation 111

ClearAction

MAY 16, 2016

Marketing Maturity Mobilizes Customer Experience Mojo. In sports skills , maturity matters because it puts your game at the top echelon of competition. Customer experience excellence depends to a great extent on marketing having its act together. social media maturity. Spotlighting Specialties.

Customer Experience 54

Customer Experience Sports Predictive Analytics Social Media 54

Beyond Philosophy

JUNE 4, 2015

As they stated, right up front (Chapter 1, page 4): “What we call a humanistic company is run in such a way that its stakeholders—customers, employees, suppliers, business partners, society, and many investors—develop an emotional connection with it, an affectionate regard not unlike the way many people feel about their favorite sports teams.

Touchpoint 144

Touchpoint Sports Customer Relationship Net Promoter Score 144

Retently

AUGUST 9, 2018

If you’re interested in hearing about a successful Voice of the Customer example , look no further than Porsche. The vehicle was quite different from the existing high-performance sports cars the brand was known for. Porsche underwent exhaustive customer research before going ahead with product development.

Voice of the Customer 88

Voice of the Customer Customer Feedback CEM Net Promoter Score 88

Zendesk

MAY 25, 2022

Susana de Sousa spent four years working on Airbnb’s Customer Experience. Putting the “customer” in customer experience, Annette Franz might be LinkedIn’s most-read CX writer. Now he speaks about customer experience and #CXTech in podcasts, events, and fireside chats—which rocks even more.

CX 98

CX Social Media Start-ups Sports 98

Fonolo

NOVEMBER 29, 2022

Just as any great sports team is only as good as its coach, a call center team is only as good as its manager. If you focus on streamlining the processes you have in place to manage daily tasks, your contact center will run smoother, agents will be happier, customer experience will break records, and KPIs will dramatically improve.

Contact Center 126

Contact Center Net Promoter Score Sports Gaming 126

Intercom

FEBRUARY 27, 2025

Here are just a few ways Fin helps provide the best experience: Instant localized support: Deliver real-time responses in 45 languages, ensuring every player receives support in their preferred language with region-specific knowledge of gaming regulations and policies.

Gaming 52

Gaming Compliance AI Sports 52

Steven Van Belleghem

MAY 29, 2022

More traditional companies like Walmart are experimenting with it as well, looking into their own currency, creating metaverse shopping experiences or looking into digital sports. Nike, too, has opened a Nikeland version in Roblox, where customers can buy virtual assets like sneakers. Bundle products.

CX 120

CX Non-Profits Social Media Pharmaceutical 120

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Social media posts. In-app sessions and user experience. Examples include: Search engine queries and ads.

Net Promoter Score 113

Net Promoter Score Social Media Customer Journey Map Customer Relationship 113