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. An investment in the employee experience is an investment in the customer experience.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

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

JANUARY 24, 2018

How real is the belief that driving employee engagement within an organization leverages customer satisfaction which, in turn, helps produce high performance for the enterprise, i.e. core tenets of the Service-Profit Chain? It’s time to re-think the assumptions of how both employee satisfaction and engagement impact customer behavior.

Customer Loyalty 100

Customer Loyalty Actionable Insights Innovation Customer Satisfaction 100

Customer Bliss

DECEMBER 6, 2018

In this past year alone, I’ve had conversations with quite a few leaders in this industry who are working extremely hard to improve CX within their organizations. C&W’s mission statement is, “serve customers with passion,” and he spent time building out what this could really mean for the employees. About Alvin Stokes.

CX Transformation 72

CX Transformation CX NPS Entertainment 72

Steven Van Belleghem

OCTOBER 5, 2022

Trust is free but highly valuable to deliver the best CX. If I tell you that CX should never be “one-size-fits-all” you’ll probably first think about highly expensive AI personalization or something of the kind. One of my favorite “CX in times of Covid stories” comes from Delhaize. 3. Make exceptions for those who need it.

CX 104

CX Customer Satisfaction AI Customer Experience 104

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. They have extraordinary potential to disrupt the future of CX.

Customer Experience 130

Customer Experience Customer Loyalty Gaming Start-ups 130

Beyond Philosophy

JULY 5, 2016

Human-engineered experiences also require that measurement techniques be sensitive to the components that drive, or detract from, what customers get from their vendor relationships. Differentiating on the Human Experience to Drive Customer Loyalty and Growth. The Four Principles of CX Design. Harder than it sounds.

Customer Experience 84

Customer Experience Engineering Customer Loyalty B2C 84

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

Execs In The Know

MARCH 25, 2022

Achieving business continuity — or ABC for short — can be challenging for customer support organizations. While the pandemic certainly highlighted the need for more resilient support models, CX leaders have always struggled to forecast support volume with 100% accuracy and quickly scale operations to meet rapidly rising customer demand.

CX 52

CX Contact Center CX Transformation Customer Satisfaction 52

Aquire

SEPTEMBER 20, 2021

Audio is great, but actually being able to see the person you’re talking to allows for more trust and increases customer satisfaction. Church By The Sea in Madeira Beach, Florida – The pattern-seeking human mind sees a chicken as the face of this building. ON-DEMAND WEBINAR. Watch Now. Leaving room for distractions.

Retail 86

Retail Omnichannel Start-ups Sales 86

Execs In The Know

MAY 6, 2022

New ideas that you can consider for your CX teams. There are very few providers in the market today that can offer a workforce model that blends the power of global gig experts, in-house full-time associates, and CX transformation technology to offer flexible, scalable, and on-demand CX services.

Contact Center 98

Contact Center CX Transformation Compliance NPS 98

Execs In The Know

MARCH 4, 2022

Because the customer journey doesn’t end with the purchase, customer analytics solutions go past the point of purchase to monitor and analyze behavior through customer service interactions and beyond. To learn more about this and other critical CX topics, register for Execs In The Know’s Customer Response Summit Clearwater.

Customer Journey Map 98

Customer Journey Map Touchpoint Machine Learning Unstructured Data 98

Beyond Philosophy

DECEMBER 5, 2022

So, in Florida, where I am at the moment, they used to suppress the wildfires. Also, keeping that emphasis on the customer will be refreshing for people. Since the pandemic, the American Customer Satisfaction Index (ACSI) has dropped to its lowest point in 17 years, which is not great. The post Don’t Panic!

Sports 78

Sports Start-ups Customer Satisfaction Customer Experience 78

Beyond Philosophy

MARCH 3, 2016

These new dynamics meant that traditional thinking about customer satisfaction, and even loyalty, also needed to change. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Actionable Insights 60

Actionable Insights Customer Relationship Customer Retention Customer Satisfaction 60