Totango

MAY 2, 2022

In this article, we’ll look at the mistake of not thinking of customer success as a team sport. . Unlike Finance or Human Resources or IT, “customer success” is not simply a department within your organization. Let’s look at a couple of reasons why customer success should be an organization-wide responsibility. .

Sports 109

Sports Finance Start-ups Customer Experience 109

CX Accelerator

FEBRUARY 2, 2020

If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not?

Customer Experience 320

Customer Experience Business Administration Customer Journey Map CX 320

Totango

MAY 7, 2024

The pre-sale experience is unbelievably crucial to setting the tone for the overall customer experience,” says Katie. If you’re ready to drive measurable growth from your customer base, we’d love to talk to you.

Sports 100

Sports Sales Net Promoter Score NPS 100

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

Doing CX Right

OCTOBER 10, 2022

Allan Stein, Jr, who has worked with 2-time NBA Finals MVP Kevin Durant and other superstars, reveals leadership strategies that elite athletes use to perform at world-class levels that you can do to level up customer service experiences.

Sports 59

Sports Gaming Customer Service CX 59

MyCustomer Experience

JANUARY 25, 2024

You might recall how I like to say, "None of us are as clever as all of us." Recently I decided that I would like to leverage the power. 25th Jan 2024 By Colin Shaw Founder & CEO

Sports 40

Sports Customer Experience 40

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

CX Accelerator

FEBRUARY 2, 2020

If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not?

Customer Experience 182

Customer Experience Business Administration Customer Journey Map CX 182

Heart of the Customer

FEBRUARY 4, 2015

And the way she answered it was by creating an environment where customer experience is everybody’s job. The post Interview with Laurie Englert – Customer Experience is a Team Sport appeared first on Heart of the Customer. Culture Customer Experience Customer Journey Map Interviews'

Sports 79

Sports Customer Journey Map Customer Experience Manufacturing 79

Beyond Philosophy

SEPTEMBER 26, 2014

Edmans and his team looked at over 2,600 sporting games, from football to Cricket to other sports matches and their influence on the stock market returns in 39 different countries. Colin is an international author of Customer Experience Future Trends and Insights. Blogs Customer Analysis' 1 on TripAdvisor?

Sports 130

Sports CEM Outlook Gaming 130

Customer Think

JANUARY 30, 2024

You might recall how I like to say, “None of us are as clever as all of us.” ” Recently I decided that I would like to leverage the power behind that phrase. So, we asked you, our readers to submit your thoughts, ideas, reactions, lists, or whatever else you have to offer, that we […]

Sports 40

Sports Customer Experience 40

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. in both areas.

Customer Experience 94

Customer Experience Net Promoter Score Customer Journey Map Sports 94

Customer Think

JULY 7, 2023

Is customer experience maturity the priority in your Chief Customer Officer Playbook? In all team sports, maturity is paramount. In fact, lack of synchronization is at the heart of any sports team’s maturity and success. In rowing or crew, for example, immaturity means lack of synchronization.

Sports 130

Sports Customer Experience 130

Customer Bliss

MAY 23, 2017

In 2015, Sports Business Journal called The Belmont Stakes “The Sporting Event Of The Year.” I wanted to talk to her about crafting all these roles and experiences, and that’s just what we did. LaRocca, a graduate of Syracuse University, has a long interest in outdoor sports including racing and snow skiing.

Sports 57

Sports Customer Experience Hospitality Hospitality 57

Steven Van Belleghem

JANUARY 27, 2021

Netflix’ YouTube campaign for the Narcos series was built to generate a personalized video based on three segments, namely: sports, business and local events. When a consumer searched for sports or business topics, he or she would receive a personalized version of a Narcos pre-roll ad based on his or her search query.

Sports 98

Sports Customer Experience Retail Sales 98

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.

Sports 136

Sports Retail CX Customer Experience 136

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

Customer Think

SEPTEMBER 29, 2021

Everyday, a new venue goes cashless, be it a major league sports stadium, an amusement park or even a hotel. This trend suggests that the future of payments is cashless which means physical currency will slowly be phased out of circulation. Source: Visa The advantages to businesses are quite obvious, they get secure and instant […].

Sports 78

Sports Customer Experience Technology Technology 78

Heart of the Customer

AUGUST 4, 2016

The post CX is a team sport. appeared first on Heart of the Customer. At HoC we’ve had the amazing opportunity to work with all kinds of companies: non-profits, retailers, insurance companies, you name it. The one consistency is a […]. Is your whole team playing?

Sports 74

Sports Non-Profits CX Retail 74

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

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

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

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

BeyondPhilosophy

JULY 4, 2024

It applies to sports and probably business, too. Through the context of sports, the idea behind the Hot Hand Fallacy is that a player is performing better than their recent stats might indicate. Another example of Overconfidence Bias is related to Customer Experience.

Sports 52

Sports Customer Experience Gaming Start-ups 52

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. What was the top priority for our customer experience goals?

Customer Experience 119

Customer Experience Net Promoter Score Close the Loop CX 119

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

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

Customer Think

MARCH 15, 2023

A Chief Customer Officer playbook is a sports analogy for what needs to be done to win the game: maximum customer lifetime value. Playbooks are pivotal to the success of all team sports: football and soccer, baseball and cricket, basketball and volleyball, hockey and lacrosse, rugby and rowing, NASCAR pit crews, and so on.

Sports 105

Sports Gaming Customer Experience 105

Customers That Stick

FEBRUARY 12, 2015

Customer Service > Customer Experience. Tell Us More About Yourself… What was your first job and what did you learn about customer service in it? I understood even then, the importance of being friendly to customers. book, movie, sporting event, relationship, travel). Paper > Plastic.

Customer Experience 160

Customer Experience Sports Social Media Customer Service 160

Beyond Philosophy

SEPTEMBER 26, 2014

Edmans and his team looked at over 2,600 sporting games, from football to Cricket to other sports matches and their influence on the stock market returns in 39 different countries. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Sports 60

Sports Outlook Gaming Customer Experience 60

Beyond Philosophy

SEPTEMBER 26, 2014

Edmans and his team looked at over 2,600 sporting games, from football to Cricket to other sports matches and their influence on the stock market returns in 39 different countries. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Sports 60

Sports Outlook Gaming Customer Experience 60

Steven Van Belleghem

DECEMBER 9, 2020

One of their initiatives was KeepMoving, which was at first a B2C-platform as an alternative for live sports events. But when they started to receive requests from companies to help them organise sports-challenges for their employees, they decided to re-orient the platform towards B2B with an online corporate wellbeing trajectory.

Customer Experience 98

Customer Experience Sports Start-ups B2C 98

Customers That Stick

DECEMBER 18, 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 162

Customer Experience Sports Construction Social Media 162

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, Listen to the full episode & read the show notes » .

Customer Experience 109

Customer Experience Sports CX Technology 109

Customer Think

AUGUST 20, 2021

B2B voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons to B2C trends. Let’s look at a sports analogy for enlightenment. So, what does it mean?

Voice of the Customer 137

Voice of the Customer B2B Sports B2C 137

SurveySensum

NOVEMBER 5, 2024

Nike is one of the most reputable apparel and shoe brands in the sports industry, boasting a value of over 30 billion US dollars. For example, Nike’s collaboration with Apple, Beats by Dre, Virgil Abloh’s Off-White, Travis Scott’s collaborations, etc brought a merge of design, sports, fashion, and music together.

NPS 52

NPS Customer Loyalty Sports Innovation 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