Shep Hyken

JUNE 25, 2021

This week we feature an article by Annette Franz, CCXP, the founder and CEO of CX Journey Inc. 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. Annette Franz, CCXP is the founder and CEO of CX Journey Inc.,

Sports 102

Sports VOC Voice of the Customer CX 102

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. 2nd Prerequisite: Make it Obvious for Every Role.

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Customer Experience Sports Non-Profits Gaming 89

Execs In The Know

MAY 18, 2021

The Importance of Research to the Modern CX Executive . But what type of research should customer experience (CX) leaders be looking for, and how should they incorporate this research into their improvement efforts? Re-Working Digital CX: A Reality Check with Top Brands. Is the solution validated in the eyes of customers?

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Voice of the Employee Voice of the Customer Sports CX 92

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? Customer loyalty has to be earned, now more than ever, making your CX a prime differentiator. Key Takeaways.

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Real Estate VOC Actionable Insights CX 98

ClearAction

NOVEMBER 3, 2015

It refers to the importance of customers' inputs as a guiding light for the inner workings of an enterprise. In the quest for "outside-in" most companies have voice of the customer programs, loyalty programs, and high-touch service. is grounded in customers’ realities. Customer retention.

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Customer Experience VOC CXM Sports 101

Execs In The Know

APRIL 8, 2022

Invest in areas that allow you to leverage your program data (including Voice of the Customer) to create more efficient experiences for customers. Implement and experiment with tools and solutions that can simultaneously automate and improve the customer experience. How Fanatics Activated Its CX Data Superpowers.

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Net Promoter Score Contact Center Sports CX Transformation 98

ClearAction

AUGUST 16, 2016

They stewed over our survey results for quite a while, and, facilitated by our VP-CX, they eventually agreed on a company-wide approach to interpreting, acting on, and being accountable for progress, resolution, and prevention of issue recurrence. 3 Types of Customer Experience Action Essential to ROI.

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CXM Customer Experience VOC Sports 67

ClearAction

DECEMBER 31, 2015

The money comes from customers. When customers leave, investors leave, not the other way around. Hence, common sense says customer experience (CX) insights should be a determinant of corporate strategy. ” Customer Experience Planning: Do This, Not That. ” Creating World-Class Customer Experience Teams.

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Customer Experience Sports Government CXM 63

ClearAction

OCTOBER 2, 2017

Adapt this verbal technique to the way you present voice-of-the-customer. Think of yourself as coach of a sports team to draw inspiration for your storytelling role. This is a huge pathway to making changes that will make a difference in voice-of-the-customer measures. And learn more about CX Day at: [link].

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Customer Experience Voice of the Customer Customer Journey Map Sports 78

Lumoa

OCTOBER 31, 2018

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 Never underestimate the customers expectation in CX. It will be growing and growing.

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CX Customer Experience Machine Learning Artificial Intelligence 60

Confirmit

SEPTEMBER 12, 2019

I spend most of my days working with Confirmit clients to make sure they are driving real change through their customer experience programs, but it’s a definite bonus to get a view into so many businesses all in one (admittedly rather full-on!) Voice of the Customer Company Best Practices.

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CX Sports Voice of the Customer Customer Experience 40

ClearAction

AUGUST 3, 2015

Maybe you dream of your customer-facing staff, or your executives, as customer experience action heroes? As exciting as swashbucklers, comic book characters, folklore figures, and sports stars are, that style of action is probably not right for customer experience excellence. Not so fast.

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Customer Experience Sports Customer Experience Management Gaming 80

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

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?

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VOC B2B Close the Loop Non-Profits 62

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. Here’s why: CXM Status Quo.

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CXM VOC Customer Experience Artificial Intelligence 63

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

ClearAction

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. 10) Start seeing your customer experience index as a lagging indicator. Help them see how their efforts flow from one to the next.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

Customer Bliss

MAY 10, 2018

What did Amy’s process for implementing a CX transformation look like? Amy did a lot of listening; she conducted interviews with peers, customers, and stakeholders to go through feedback sources. It showed that CX adds value to the business. Highly Engaged Employees Create Stronger Customer Satisfaction.

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Customer Experience Sports CX Transformation CX 44

ClearAction

NOVEMBER 21, 2015

Lesson for the Future: To get in-sync with expectations, ask customers how well their goals were supported, and allow them to comment about what was most helpful and what was most hindering. That way the feedback is about the customer. Related articles: Customer Experience Improvement is a Team Sport.

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Customer Experience Customer Experience Management Sports Government 67

SurveySensum

JULY 20, 2023

Several factors can contribute to this issue: it could be due to a lack of customer awareness lack of customer interest in the category ineffective marketing strategies limited product assortment intense competition from other brands. Mina and Her Sporting Goods Store Mina runs an awesome online store for sporting goods.

Retail 52

Retail Customer Feedback CX Social Media 52

Retently

APRIL 5, 2024

Nike’s SoHo flagship store is not just about buying products, but an immersive experience where sports enthusiasts can engage with the brand in an interactive environment. It features a half-court for basketball, a soccer trial area, a treadmill that simulates outdoor runs, and a customization bar for personalizing sneakers.

Retail 78

Retail Customer Experience Omnichannel Social Media 78

ClearAction

NOVEMBER 4, 2020

Even businesses that had amassed great volumes of customer data before Covid-19 are finding themselves in the same cold-start position as businesses venturing into unknown markets or reaching out to new audiences. Intentional Customer Experience as North Star. Establish Intentional CX as North Star.

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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.

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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.’. Our calls aren’t scripted.

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