ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance. Ironically, this simple truth is not top of mind for most leaders in business.

Sports 71

Sports Customer Experience Entertainment VOC 71

Beyond Philosophy

JANUARY 25, 2024

Justin shared how sports can teach us a lot about how to improve your Customer Experience. Moreover, Justin could make a go of it as a sports commentator if he was so inclined. Plus, even if you’re not familiar with Australian rules football, the sports metaphors work well. Analogies are a great way of communicating.

Sports 78

Sports Customer Experience Finance Invoicing 78

Customer Think

DECEMBER 19, 2022

A friend recently told me about her bargain-hunting trip to Dick’s Sporting Goods. Yes, she got the nice sweatshirt she was wearing there on discount. But other than that shirt and something her daughter had picked out, she couldn’t find anything marked down. Still, she spent $1,900.

Sports 80

Sports Sales 80

Totango

MAY 7, 2024

The post Expansion is a Team Sport: Strategies for Aligning CS and Sales in 2024 appeared first on Best Customer Success Blog: Articles for Enterprise Growth. If you’re ready to drive measurable growth from your customer base, we’d love to talk to you.

Sports 103

Sports Sales Net Promoter Score NPS 103

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. We all learn from each other in CX is one way CX is a team sport. Two very different CX is a Team Sport analogies may be surprising to you.

Sports 62

Sports CX Scorecard Touchpoint 62

Customer Think

FEBRUARY 16, 2023

In 2021, nearly 60% of consumers bought new sports shoes. Sales in the sporting goods market indicate so much, having declined by 4% to 8% in the first nine months of 2022, according to a recent report by McKinsey & Co. Are all of those pandemic joggers now running for the exits? Industry leaders expect […]

Sports 64

Sports Retail Customer Experience Sales 64

CX Accelerator

FEBRUARY 2, 2020

Degrees also included global tourism, sports and entertainment management, performing arts, and others are proof positive that people who find themselves in CX come from an incredibly diverse set of backgrounds. Out of 35 total responses, 53 majors, minors, and graduate degrees were represented, and some clear leaders emerged.

Customer Experience 320

Customer Experience Business Administration Customer Journey Map CX 320

Steven Van Belleghem

DECEMBER 19, 2022

For instance, we recently saw how Decathlon, the largest sporting goods retailer in the world with more than 1,690 stores in 60 countries and regions, has been deeply investing in a circular economy philosophy. It totally makes sense, knowing that Belgians have on average more than €160 worth of unused sports equipment at home.

Sports 136

Sports Retail CX Customer Experience 136

Customer Think

AUGUST 20, 2021

Let’s look at a sports analogy for enlightenment. When you’re mature in a sport, it means increased motor skills, strength, power, and in many cases, reduced risk of injury. […]. So, what does it mean?

Voice of the Customer 137

Voice of the Customer B2B Sports B2C 137

Customer Think

JULY 7, 2023

In all team sports, maturity is paramount. In fact, lack of synchronization is at the heart of any sports team’s maturity and success. Is customer experience maturity the priority in your Chief Customer Officer Playbook? In rowing or crew, for example, immaturity means lack of synchronization. Consider […]

Sports 130

Sports Customer Experience 130

Taylor Reach Group

OCTOBER 8, 2021

Sport Dinaco a distributor of footwear in Canada is the supplier of Lowa Hiking Boots. So, a call to the Lowa 800# put me in touch with their support department at Sport Dinaco. But she helpfully suggested that the retailer, Sporting Life, likely would have a copy. Sporting Life also didn’t have stock. Then do better.

Customer Service 142

Customer Service Sports Retail Start-ups 142

Doing CX Right

OCTOBER 10, 2022

The post Lessons From The Sports Industry to Level Up Your Game and Customer Service Performance appeared first on Doing CX Right.

Sports 59

Sports Gaming Customer Service CX 59

PeopleMetrics

MARCH 27, 2025

You create alignment across teamsand suddenly, delivering a great customer experience feels like a team sport. With the right VoC platform (shameless plug: ours does this seamlessly), this kind of internal recognition becomes second nature. What About AI? Has AI changed this part of VoC? Not really. And thats okay.

VOC 62

VOC Sports AI CX 62

SurveySensum

NOVEMBER 5, 2024

Nike is one of the most reputable apparel and shoe brands in the sports industry, boasting a value of over 30 billion US dollars. For example, Nike’s collaboration with Apple, Beats by Dre, Virgil Abloh’s Off-White, Travis Scott’s collaborations, etc brought a merge of design, sports, fashion, and music together.

NPS 52

NPS Customer Loyalty Sports Innovation 52

Beyond Philosophy

NOVEMBER 7, 2016

They have each partnered with a sports franchise in a brilliant play to boost the emotional engagement with the team’s fans. Dunkin’ Donuts, Honda, and McDonald’s are all gigantic brands with huge reputations. However, each of them has something else in common. Dunkin’ Donuts gives DD Perks® rewards program members coffee for $.87

Sports 167

Sports Transportation Gaming Customer Loyalty 167

Customer Think

JANUARY 31, 2023

Today, an effective retention strategy not only has to be quick but also agile in responding to the growing complexity of customer churn. It’s because customers have plenty of options to choose from and have a pretty shallow barrier to switching their service provider, so much so that about 30%-40% of customers continue to switch […]

Sports 84

Sports Customer Loyalty 84

Beyond Philosophy

JULY 25, 2020

Despite overwhelming evidence to the contrary—and even regular common sense—we think that if we do things in a certain way, we can influence what happens around us, particularly during sporting events. This concept is called the Illusion of Control. Key Takeaways.

Sports 157

Sports Gaming Sales Customer Expectations 157

Intercom, Inc.

SEPTEMBER 19, 2019

Like a sports franchise, a top team should be both collaborative and competitive. That’s why selling oftentimes is closely compared to athletics and sports, because no matter if it’s a team activity, your individual performance is very clear. “Sales is such a people sport. Think about great sports franchises.

Sales 184

Sales Sports Start-ups Gaming 184

Intercom, Inc.

NOVEMBER 2, 2021

Like a good sports coach, managers aren’t judged on the performance of individual players, but on the team’s effort. The fact is that every person you manage is different. Just because one management style worked with the previous three team members and not with the person in front of me doesn’t make it their fault.

Engineering 291

Engineering Construction Sports 291

Intercom, Inc.

SEPTEMBER 15, 2021

Al Ramadan had started a company called Quokka Sports back in the 1990s during the dot-com boom and I was a columnist for USA Today writing about technology. Basically, it was inventing the idea of sports on the internet and using data to help tell the story of sports, all this stuff that’s commonplace today.

Sports 205

Sports Start-ups CXM Innovation 205

Customer Think

MARCH 15, 2023

A Chief Customer Officer playbook is a sports analogy for what needs to be done to win the game: maximum customer lifetime value. Playbooks are pivotal to the success of all team sports: football and soccer, baseball and cricket, basketball and volleyball, hockey and lacrosse, rugby and rowing, NASCAR pit crews, and so on.

Sports 105

Sports Gaming Customer Experience 105

Beyond Philosophy

SEPTEMBER 5, 2020

Many sports fans will tell you their team is the best. However, only one of the sports teams wins the championship and is definitively the best. The sports fan situation I described is an example of Cognitive Dissonance. Why What We Believe Is Sometimes Just Wrong! But, the truth is I know they are not.

Sports 114

Sports Customer Experience CX 114

Help Scout

APRIL 15, 2024

As we venture into this next season of support, where AI will make our landscape more competitive and providing human support will become more demanding, what kinds of skills should we be developing? Read the full article

Sports 64

Sports AI 64

ECXO

JULY 16, 2024

This focus on sleep has contributed to his longevity and sustained high performance in the sport. For instance, NBA star LeBron James reportedly aims for 12 hours of sleep per day, including naps, to ensure he is in optimal condition for games.

Customer Experience 348

Customer Experience Innovation Education Gaming 348

Beyond Philosophy

JUNE 4, 2015

DICK’S Sporting Goods use technology to their advantage. the sporting goods retailer gives all their in-store employees a mobile device they use to help Customers order online or take them to an interactive kiosk to find a product and order it. According to an article on Inc.,

E-commerce 141

E-commerce Sports Retail Omnichannel 141

Intercom, Inc.

APRIL 16, 2019

Sales operations is a team sport. They discussed everything from growing a top-performing sales ops team to building an effective sales ops roadmap. Short on time? Check out Collin’s recap on Predictable Revenue, or get our five key takeaways below. A common mistake that sales ops leaders make is focusing only on managing up.

Sales 177

Sales Sports Start-ups Engineering 177

Beyond Philosophy

MAY 25, 2018

and asked them to remove sports from our subscription. But even without the sports, our bill was going to be £50 a month. You might expect to be rewarded for this long-term loyalty. Yet it seems just the opposite. Creating Negative Memories. I called SkyTV, our cable provider in the U.K.,

Sports 133

Sports Customer Loyalty Customer Experience 133

Customers That Stick

FEBRUARY 12, 2015

book, movie, sporting event, relationship, travel). I understood even then, the importance of being friendly to customers. Tell us how one outside influence impacted your customer service or customer experience thinking. My father was a huge influence on why I feel that customer service is so important.

Customer Experience 160

Customer Experience Sports Social Media Customer Service 160

ProProfs

JULY 3, 2020

Test your knowledge about cinema, sports, and communication with these amazing entertainment quizzes. . Sports Quizzes. Love sports? But, have you ever tested your sports knowledge? Take these ultimate sports quizzes and build-up the strongest sports know-how. Sports Extravaganza Quiz. Health Quizzes.

Entertainment 99

Entertainment Sports Social Media Finance 99

Customers That Stick

DECEMBER 18, 2014

book, movie, sporting event, relationship, travel). I had to learn how to plan and conduct conferences during which we would have constructive conversations about individual and parent-teacher “team” objectives and desired outcomes. Tell us how one outside influence impacted your customer service or customer experience thinking.

Customer Experience 162

Customer Experience Sports Construction Social Media 162

Intercom, Inc.

SEPTEMBER 4, 2019

As coaching expert Matt Cameron says , the difference between training and coaching in sales is a lot like the difference in professional sports. And in sales, a coach empowers reps to figure out, with some guidance, the next best steps to success.

Sales 175

Sales Sports Start-ups 175

Retently

MARCH 29, 2023

In his blog post, he wrote: “So, in short, the master plan is: Build a sport car Use that money to build an affordable car Use that money to build an even more affordable car While doing above, also provide zero emission electric power generation options” The company had a vision and a long-term goal from the start.

Net Promoter Score 195

Net Promoter Score NPS Manufacturing Customer Satisfaction 195

Steven Van Belleghem

JANUARY 27, 2021

Netflix’ YouTube campaign for the Narcos series was built to generate a personalized video based on three segments, namely: sports, business and local events. When a consumer searched for sports or business topics, he or she would receive a personalized version of a Narcos pre-roll ad based on his or her search query.

Sports 98

Sports Customer Experience Retail Sales 98

CX Accelerator

DECEMBER 31, 2018

Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless.

Contact Center 244

Contact Center Sports Social Media Start-ups 244

Execs In The Know

AUGUST 1, 2024

Why You Should Join the Pickleball Tournament The Swing Against Stigma Pickleball Tournament is the perfect blend of sports, networking, and philanthropy. Join us for a day of sport, camaraderie, and charity. Register now and add the Pickleball Tournament to your CRS schedule. We look forward to seeing you on the courts!

Sports 97

Sports Gaming Education Start-ups 97

CX Accelerator

FEBRUARY 2, 2020

Degrees also included global tourism, sports and entertainment management, performing arts, and others are proof positive that people who find themselves in CX come from an incredibly diverse set of backgrounds. Out of 35 total responses, 53 majors, minors, and graduate degrees were represented, and some clear leaders emerged.

Customer Experience 182

Customer Experience Business Administration Customer Journey Map CX 182

Intercom, Inc.

AUGUST 27, 2020

Fighting churn with data, as Carl makes clear, is a team sport. But, even more than being a good measure of future churn, these metrics must also be actionable for those within the business tasked with turning these customer relationships around. The goldilocks approach to growth.

Customer Relationship 211

Customer Relationship Sports Construction Manufacturing 211