ClearAction

NOVEMBER 3, 2015

Customer Experience for the Future: Outside-In Beyond Skin-Deep. "Outside-in" "Outside-in" is a popular term in the customer experience field. It refers to the importance of customers' inputs as a guiding light for the inner workings of an enterprise. Are You a Customer Experience Action Hero?

Customer Experience 101

Customer Experience VOC CXM Sports 101

Experience Investigators

APRIL 27, 2021

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. It can feel daunting to try to actually improve the customer experience when there are real challenges to overcome.

Customer Experience 105

Customer Experience Invoicing Customer Journey Map CX 105

ClearAction

OCTOBER 2, 2017

Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done. Then say it.

Customer Experience 78

Customer Experience Voice of the Customer Customer Journey Map Sports 78

ClearAction

AUGUST 3, 2015

Are You a Customer Experience Action Hero? Do you dream of being — or being saved by — a customer experience action hero? Maybe you dream of your customer-facing staff, or your executives, as customer experience action heroes? So de-silo the action in your customer experience efforts!

Customer Experience 80

Customer Experience Sports Customer Experience Management Gaming 80

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not.

CX 121

CX Customer Experience Education Machine Learning 121

ClearAction

AUGUST 16, 2016

Strategic Customer Experience Action on Voice of Customer Lynn Hunsaker. Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. There’s really no way to separate customers, as our ultimate funders, from any other business strategy.

CXM 67

CXM Customer Experience VOC Sports 67

ClearAction

DECEMBER 31, 2015

Highlights of Customer Experience Strategy Advice. Over the past year, I’ve written quite a bit about customer experience management strategy, including a six-part series about keys to success in the future. Shared vision, strategic planning, and governance are rarely discussed in customer experience literature.

Customer Experience 63

Customer Experience Sports Government CXM 63

PeopleMetrics

JANUARY 29, 2014

At every level of sports, there are coaches. ” With simple tools to listen to customers we now have a powerful, honest source for coaching and feedback on team and individual performance – the Voice of the Customer. For others, frontline staff claim to know their customers better than any old survey could.

VOC 96

VOC Sports Voice of the Customer Case Management 96

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. How can leaders wrap their heads around these overwhelming mandates for customer experience excellence?

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

Shep Hyken

JUNE 25, 2021

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv’s CEO Jeff Yabuki about sports, of course, as well as about leadership and business. a leading consulting service for the major voice of the customer (VOC) platforms, helping clients in a variety of industries. Talk is cheap.

Sports 102

Sports VOC Voice of the Customer CX 102

ClearAction

NOVEMBER 21, 2015

Customer Experience for the Future — Key #4: Collaboration Earns Trust. Reality is that the customer experience journey or lifecycle is horizontal, fluid, and continuous across a company's various departments and processes. That way the feedback is about the customer. Are we in touch with reality?

Customer Experience 67

Customer Experience Customer Experience Management Sports Government 67

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

ClearAction

SEPTEMBER 27, 2018

Customer-centered business requires truly customer-centric goals, values and structure — shaped by outside-in thinking infused in processes, policies and motives — and fine-tuned with systematic internal engagement, improvement and innovation of the end-to-end customer experience, and inherent momentum.

Business Growth 74

Business Growth Non-Profits Sports Innovation 74

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). Is Your Voice of the Customer Data Failing to Deliver Change? An investment in the employee experience is an investment in the customer experience. You’re Not Alone.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Execs In The Know

MAY 18, 2021

But what type of research should customer experience (CX) leaders be looking for, and how should they incorporate this research into their improvement efforts? Using Research — Research is most valuable when used in combination with program data — things like Voice of the Customer data, and even Voice of the Employee data.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

Execs In The Know

APRIL 8, 2022

Todd’s keynote kickoff told a compelling story about the value of investing in technologies like self-service solutions and better agent tools, while always maintaining a focus on the customer experience. Implement and experiment with tools and solutions that can simultaneously automate and improve the customer experience.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX 98

ClearAction

OCTOBER 1, 2018

The Future of Customer Experience Calls Urgently for a Significant Shift Lynn Hunsaker. The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Faulty CXM Trajectory.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

Confirmit

MARCH 17, 2019

For those of you I’ve already met, you’ll know I’m a sports-mad guy from New Zealand who now calls Sydney home. When I started with Confirmit in November, it was my first move into the world of Customer Experience – or CX as I now know it’s often called. Voice of the Customer Company.

Customer Experience 40

Customer Experience Sports Voice of the Customer B2B 40

Heart of the Customer

DECEMBER 18, 2018

Applied to CX, it’s when you focus only on existing customers and ignore those who have left. There’s a national sports bar which saw its CX scores continually improving. […]. The post Survivor Bias is a Big CX Measurement Risk appeared first on Heart of the Customer. It is a specific type of selection bias.”

CX 68

CX Sports Voice of the Customer Customer Journey Map 68

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

Customer Bliss

MAY 10, 2018

In today’s episode with Amy Shioji , Head of Customer Experience at USA Today Network , we talk about how she advocated for a more holistic view of customer experience and loyalty at a media company, a vertical we don’t usually discuss. Do fewer things, better.

Customer Experience 44

Customer Experience Sports CX Transformation CX 44

1 to 1

MAY 5, 2013

Welcome to 1to1 Media — a multimedia resource for CRM and Customer Experience Professionals. Customer Strategy Trends. Customer Champions. Customer Experience. Customer Loyalty. Customer Service. Customer Service. Customer Strategy. Voice Of The Customer.

Entertainment 42

Entertainment Sports Social Media CRM 42

Confirmit

SEPTEMBER 12, 2019

I’m pleased to say that I have been selected as a judge for the UK Customer Experience Awards 2019 in the Use of Insight and Feedback category. Sadly, it will be probably be my only opportunity to play Wembley – I doubt that any sport or concert-based glory is in my future!

CX 40

CX Sports Voice of the Customer Customer Experience 40

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Let’s look at a sports analogy for enlightenment. So, what does it mean? issue prevention).

VOC 62

VOC B2B Close the Loop Non-Profits 62

Confirmit

JULY 2, 2019

or training for an upcoming sport event. I love getting under the skin of how people think and feel, what drives them to do certain things, act a certain way - so a natural progression into business is the world of Customer Experience (CX). I have 10 years research experience, seven years specifically CX.

Sports 40

Sports B2B Retail Gaming 40

Aquire

JANUARY 27, 2022

But unless you’re actively collecting feedback from your customers, you won’t know whether their experience is positive or negative — until it’s too late. That’s why it’s critical to listen to the Voice of the Customer , asking questions like: How do they perceive your brand? percent from 2021 to 2028. Nobody is exempt.

Customer Satisfaction 52

Customer Satisfaction Social Media Omnichannel Net Promoter Score 52

SurveySensum

JULY 20, 2023

And, we explore how leveraging the power of customer feedback can help resolve these issues, ultimately enhancing your customer experience in retail. Mina and Her Sporting Goods Store Mina runs an awesome online store for sporting goods. But how to do that?

Retail 52

Retail Customer Feedback CX Social Media 52

Intercom, Inc.

MARCH 29, 2022

What to expect: Our CEO Karen Peacock introduced Intercom as the Engagement OS, laying out our vision for the future of customer engagement, and the part we will play in helping our customers bridge the gap between customer expectations and customer experience. Intercom is the Engagement OS.

Start-ups 118

Start-ups Innovation Sales Legal 118

ClearAction

NOVEMBER 4, 2020

Intentional Customer Experience as North Star for 2021 Lynn Hunsaker. In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide — to be vital to survival. Intentional Customer Experience as North Star.

Customer Experience 77

Customer Experience Invoicing Sports VOC 77

Fonolo

MARCH 17, 2020

Hyundai: You’ve probably heard of it; the name again on the tip of everyone’s tongues thanks to a memorable, highly-lauded SuperBowl Hyundai Sonata 2020 commercial featuring John Krasinski, Rachel Dratch, and Chris Evans sporting some iconic Boston accents — “Smaht Pahk” — an ad which has so far attracted around 55.2 million views on YouTube.

Sports 67

Sports Customer Service Voice of the Customer Technology 67

Qualtrics

NOVEMBER 21, 2019

For more than 20 years, Bruce Temkin has been a central figure in the world of CX ( customer experience ). From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX.’. And watch for hours on end.

Retail 22

Retail Entertainment CX Start-ups 22