Futurelab

NOVEMBER 29, 2024

#NoBullshitCX #20yearsFuturelab “Ask for that recommendation” So you have done a really good job with your CX and got enthusiastic promoters. Now what? One of the pitfalls of a CX programme is to concentrate on detractors only. Yes, detractors are important as they point us to where we lose revenue. But leaving your happy customers unattended is also slowing down your growth.

NPS 130

NPS CX 130

Win the Customer

NOVEMBER 29, 2024

In today’s competitive market, understanding your customers’ experiences is paramount. Customer Journey Mapping (CJM) is a powerful tool that helps businesses visualize and analyze the interactions customers have with a brand throughout their lifecycle. By mapping out these journeys, businesses can identify pain points, opportunities for improvement, and moments of delight.

Customer Journey Map 59

Customer Journey Map Social Media Touchpoint Customer Satisfaction 59

Retently

NOVEMBER 29, 2024

First impressions in business? They’re exactly like a first date. Think about it: from the moment you meet, every glance, every word, and every interaction paints a picture. Will it lead to something great, or will it fizzle out with a polite “thanks, but no thanks” ? Just like meeting someone new, customers form snap judgments – sometimes in just a few seconds – about your business.

Start-ups 120

Start-ups Retail Actionable Insights Hospitality 120

Adrian Swinscoe

NOVEMBER 29, 2024

Today’s podcast features a series of interviews I conducted with HubSpot executives when I attended HubSpot’s recent GROW Europe 2024 event at the Queen Elizabeth Hall […] The post Broken funnels, flywheels and human messaging – Key insights from HubSpot executives at GROW Europe 2024 first appeared on Adrian Swinscoe.

Customer Relationship Management 147

Customer Relationship Management Artificial Intelligence Business Growth Customer Relationship 147

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

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