Execs In The Know

MAY 2, 2022

And all this at a time when leaders are already struggling to build effective CX programs that drive loyalty. A recent Gartner report found that more than 70% of CX leaders struggle to design projects that increase customer loyalty and results. Reassess Your KPIs & Rebuild Your Journey Maps. Email surveys.

CX 97

CX VOC Customer Journey Map Contact Center 97

Beyond Philosophy

JULY 12, 2019

We also discuss the different variables that you need to consider in the way you present your choices to customers as part of your CX Strategy. You see, I live in Sarasota, Florida. The Intuitive Customer podcasts are designed to explain the psychological concepts behind customer behavior.

Customer Loyalty 96

Customer Loyalty CX Customer Experience 96

Beyond Philosophy

JANUARY 3, 2017

These centers of customer interaction now represent the principal touch-point with customers; and beyond technology, they have the capability to generate and manage a continuous flow of customer information, and to increase customer loyalty and advocacy behavior. The First Step in Setting up a CX Initiative.

CX 76

CX Customer Loyalty Contact Center Start-ups 76

Beyond Philosophy

JANUARY 24, 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 100

Customer Loyalty Actionable Insights Innovation Customer Satisfaction 100

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. Designing a Service Strategy to Deliver Superior CX. Key Takeaways.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Steven Van Belleghem

DECEMBER 1, 2021

Traditionally, marketers like to make sure that customers can easily find the products and services they are looking for. But the good news is that CX experts can really work with that knowledge to create more satisfying, enjoyable and serendipitous experiences through positive and unexpected chance encounters. Keep an eye on NFTs.

Customer Experience 130

Customer Experience Customer Loyalty Gaming Start-ups 130

Intercom

FEBRUARY 3, 2022

He’s also (and perhaps a bit more relevant to our podcast) a marketing and CX expert, author, and keynote speaker with almost three decades of experience. ” And typically, that will actually have an impact on their customer loyalty. Obviously, it’s better if you can fix the problem, but you don’t have to.

Real Estate 107

Real Estate CX Social Media Start-ups 107

Kerry Bodine

JANUARY 13, 2016

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

CEM 48

CEM CX Contact Center Customer Loyalty 48

Beyond Philosophy

JULY 5, 2016

A couple of years ago, Bridget Duffy, MD, who is the Chief Medical Officer of Vocera Communications, wrote an insightful CustomerThink blog post about how emotional connections, coming out of a culture of humanity, can drive customer loyalty behavior and company growth. The Four Principles of CX Design. Harder than it sounds.

Customer Experience 84

Customer Experience Engineering Customer Loyalty B2C 84

Beyond Philosophy

DECEMBER 5, 2017

These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two. However, there is little proven direct causation, the specific, defined linkage of employee thinking and behavior to customer loyalty and advocacy.

CX 68

CX Predictive Analytics Social Media Customer Experience 68

Fonolo

MARCH 12, 2019

TJ’s has also picked up some notable awards for customer experience, most recently ranking first among multichannel retailers in Forrester Research’s 2018 U.S. Customer Experience Index. So, how has TJ’s turned CX into its competitive advantage? There is an undeniable link between employee experience and customer experience.

Customer Experience 86

Customer Experience Retail Omnichannel Customer Satisfaction 86

Beyond Philosophy

APRIL 3, 2016

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Michael Lowenstein, Ph.D.,

Customer Satisfaction 92

Customer Satisfaction B2C B2B Pharmaceutical 92

Beyond Philosophy

APRIL 3, 2016

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Michael Lowenstein, Ph.D.,

Customer Satisfaction 92

Customer Satisfaction B2C B2B Pharmaceutical 92

Beyond Philosophy

JANUARY 31, 2018

Companies are fond of saying that employees are their most powerful resource, and in many ways – especially their influence on customer loyalty – that’s been well proven. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior.

Customer Loyalty 68

Customer Loyalty CX Customer Experience 68

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. If you consider Customers transactions, guess what?

Net Promoter Score 60

Net Promoter Score Customer Experience Customer-Centric Organization CX 60

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. If you consider Customers transactions, guess what?

Net Promoter Score 60

Net Promoter Score Customer Experience Customer-Centric Organization CX 60

Beyond Philosophy

JUNE 14, 2016

Based on insights from the Temkin Group report’s State of CX Metrics, 2015, a recent LinkedIn infographic post by CXPA co-founder Bruce Temkin labeled customer experience metrics as “Immature, But Improving”. Lack of taking action based on CX metrics (57%). Poor communication of CX metrics (41%). Michael Lowenstein, Ph.D.,

Customer Experience 60

Customer Experience CX Customer Loyalty 60

Beyond Philosophy

FEBRUARY 28, 2016

If an organization fails to identify, on a prioritized and granular basis, which emotionally-driven elements of service value are, and aren’t, being delivered, even the best and most proactive solutions will not build desired customer loyalty. Customer-centricity , after all, is about more than structure, strategy and systems.

Customer Loyalty 60

Customer Loyalty Customer Service Customer Experience Sales 60

1 to 1

JULY 20, 2020

customers across 250 brands and 14 industries from January through March. Brands that invest in CX are winning. Health Insurers: Florida Blue (72.1) Brands also saw a slight increase in CX satisfaction this year. The post Forrester’s 2020 CX Index Report: CX Scores Rise Even During COVID appeared first on 1to1 Media.

CX 26

CX Manufacturing Retail Government 26

Comm100

MAY 21, 2019

ICMI Expo 2019 took place from the 13 th -16 th May at the rather glamorous Diplomat Resort, Hollywood Beach, Florida. Expo 2019’s theme was “Navigate the tides of transformation” and as well as covering a lot of the type of best practices CX pros are familiar with, the Expo contained a lot of fresh topics and technologies too.

Contact Center 63

Contact Center NPS CX Outlook 63