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

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

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

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance. It makes your CX team indispensable.

Sports 71

Sports Customer Experience Entertainment VOC 71

Customers That Stick

FEBRUARY 26, 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? Tell us how one outside influence impacted your customer service or customer experience thinking. Paper > Plastic. Mac > PC.

Customer Experience 164

Customer Experience Retail Sports Social Media 164

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

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 112

Sports Finance Start-ups Customer Experience 112

Beyond Philosophy

JANUARY 25, 2024

Since my request, we were lucky enough to have a new one from Justin Stafford ( justin@customersmarts.co ), founder of Customer Smarts , based in Sydney, Australia, and podcast host of “Customer Smart.” Justin shared how sports can teach us a lot about how to improve your Customer Experience.

Sports 78

Sports Customer Experience Finance Invoicing 78

Customers That Stick

JANUARY 29, 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? Tell us how one outside influence impacted your customer service or customer experience thinking. Paper < Plastic. Mac > PC.

Customer Experience 150

Customer Experience Hospitality Hospitality Social Media 150

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

Customers That Stick

SEPTEMBER 25, 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 133

Customer Experience Real Estate Sports Social Media 133

Customers That Stick

NOVEMBER 13, 2014

I am a Customer Experience and Contact Center Manager with over 15 years of contact center experience. 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 feel customer service has improved.

Customer Experience 137

Customer Experience Contact Center Sports Social Media 137

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

Customer Think

FEBRUARY 16, 2023

In 2021, nearly 60% of consumers bought new sports shoes. Sales in the sporting goods market indicate so much, having declined by 4% to 8% in the first nine months of 2022, according to a recent report by McKinsey & Co. Are all of those pandemic joggers now running for the exits? Industry leaders expect […]

Sports 64

Sports Retail Customer Experience Sales 64

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

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

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 103

Sports Sales Net Promoter Score NPS 103

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. Improve customer experience by eliminating CX functional boundaries.

Customer Experience 121

Customer Experience VOE Government Scorecard 121

ClearAction

DECEMBER 19, 2014

Shared Vision is Essential for Customer Experience Strategy. Customer experience strategy is incomplete without shared vision. When it comes to customer experience , the first thing to agree upon is just who exactly is the customer? Related articles: Customer Experience Strategy: Do This, Not That.

Customer Experience 116

Customer Experience Sports Customer Experience Management CX 116

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. We all learn from each other in CX is one way CX is a team sport. Controlling Touchpoints Model. ” Why?

Sports 62

Sports CX Scorecard Touchpoint 62

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

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

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

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

Beyond Philosophy

NOVEMBER 7, 2016

They have each partnered with a sports franchise in a brilliant play to boost the emotional engagement with the team’s fans. Happy memories are essential to your Customer Experience. Our 7th Imperative is: Realize that the only way to build customer loyalty is through customers’ memories.

Sports 167

Sports Transportation Gaming Customer Loyalty 167

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

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

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

ClearAction

AUGUST 29, 2015

3 Types of Customer Experience Action Essential to ROI. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. 2) Macro Customer Experience Action.

Customer Experience 117

Customer Experience Close the Loop Sports Legal 117

PeopleMetrics

MARCH 27, 2025

Why This Matters Employee engagement and customer experience are two sides of the same coin! When employees feel seen and appreciatedespecially because of customer feedbackthey become more motivated. You create alignment across teamsand suddenly, delivering a great customer experience feels like a team sport.

VOC 62

VOC Sports AI CX 62

Beyond Philosophy

JULY 25, 2020

Despite overwhelming evidence to the contrary—and even regular common sense—we think that if we do things in a certain way, we can influence what happens around us, particularly during sporting events. The Illusion of Control manifests in several different ways for a Customer Experience. Key Takeaways. Click here find out more.

Sports 157

Sports Gaming Sales Customer Expectations 157

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

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

ClearAction

MAY 31, 2015

Breaking Down Silos for Customer Experience Management. Since customers see their experience as a horizontal series of steps (journey), are silos of experts across the company negatively affecting customer experience? For retailers, customer experience more than the store and the people.

Customer Experience Management 100

Customer Experience Management CXM Customer Experience Scorecard 100

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

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

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