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). Customer loyalty has to be earned, now more than ever, making your CX a prime differentiator. Transformations need to start with the idea of increasing customer satisfaction.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Beyond Philosophy

JULY 12, 2016

Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability. Customer Loyalty on the other hand has two definitions.

Customer Loyalty 68

Customer Loyalty Customer Satisfaction Customer Retention Customer Experience 68

Steven Van Belleghem

DECEMBER 1, 2021

That’s a no-brainer, of course but perhaps more surprising is that research by the University of Sydney, University of Florida, and Rutgers University recently uncovered that serendipity and seemingly random discoveries can play a huge role in customer satisfaction. Reinventing customer loyalty. Partner in Life.

Customer Experience 130

Customer Experience Customer Loyalty Gaming Start-ups 130

Fonolo

MARCH 12, 2019

Being helpful saves customers time and money and greatly impacts customer satisfaction. On a recent trip to Florida, my girlfriend could not understand how I could be excited by the prospect of visiting a grocery store. They Provide a Seamless In-Store Experience. In Conclusion.

Customer Experience 86

Customer Experience Retail Omnichannel Customer Satisfaction 86

Beyond Philosophy

JANUARY 10, 2018

Most organizations do not fully understand, or leverage, the key linkages between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty. appeared first on.

Customer Loyalty 60

Customer Loyalty Customer Satisfaction Customer Experience Sales 60

Execs In The Know

MAY 2, 2022

A recent Gartner report found that more than 70% of CX leaders struggle to design projects that increase customer loyalty and results. Don’t Overthink or Overspend: Keep Your Focus on What Impacts Customer Loyalty. If you’re ready to level up your CX for economic volatility, we’re here to help.

CX 97

CX VOC Customer Journey Map Contact Center 97

Intercom

FEBRUARY 3, 2022

He’s written New York Times best-selling books such as Talk Triggers and Hug Your Haters , hosted and spoken in hundreds of events, and founded Convince & Convert , a digital strategy consulting firm that helps businesses gain and keep more customers. It’s easier to test new customer acquisition strategies.

Real Estate 107

Real Estate CX Social Media Start-ups 107

Beyond Philosophy

NOVEMBER 8, 2017

Customer satisfaction is a lot like Maximus. Though severely injured (like Maximus before killing Commodus) as a concept and metric, there are those who, perhaps with the best of intentions, are endeavoring to keep satisfaction alive. Entering the arena, Commodus dejectedly says to Maximus: “What am I going to do with you?

Customer Satisfaction 60

Customer Satisfaction Machine Learning B2B Customer Loyalty 60

Beyond Philosophy

OCTOBER 6, 2014

Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 60

Net Promoter Score Customer Experience Customer-Centric Organization CX 60

Beyond Philosophy

OCTOBER 6, 2014

Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 60

Net Promoter Score Customer Experience Customer-Centric Organization CX 60