Podcasts about american customer satisfaction index

On this week's Extra Serving, NRN editor in chief Sam Oches and executive editor Alicia Kelso discuss the latest American Customer Satisfaction Index, which once again named Chick-fil-A and Texas Roadhouse as the top fast-food and full-service chains according to guest satisfaction. What do this year's rankings say about the state of the restaurant industry — and how brands can keep guests satisfied in a challenging economy? They also talk about Darden's performance in its most recent quarter, which was mostly filled with good news — particularly the 6.9% same-store sales growth for Olive Garden and 6.7% growth for LongHorn Steakhouse. What is working for Darden? And why should casual-dining operators be encouraged by the news? Sam and Alicia then chat about the news that Starbucks CEO Brian Niccol had met with U.S. Health and Human Services Secretary Robert F. Kennedy Jr. about the so-called “Make America Healthy Again” (MAHA) movement and how Starbucks could play a role. Get some perspective from Sam and Alicia on why the restaurant industry should be paying close attention to MAHA and the broader trend toward healthy eating. Finally, we share another conversation with one of our recent Power List honorees: Michelle Hook, CFO of Portillo's, who spoke with senior editor Joanna Fantozzi. For more on these stories: Chick-fil-A and Texas Roadhouse once again have the most satisfied customersDarden promotion helps Olive Garden hit record salesStarbucks CEO Brian Niccol met with Secretary Kennedy to discuss health and wellness commitment

Soon after Robin Carnahan was appointed and confirmed as administrator of the General Services Administration, she made it one of her top priorities to “make the damn websites work.” By that, she meant it was GSA's role as the federal government's digital center of excellence to ensure that agencies were following through on the imperative to deliver moden digital services and experiences to the American public. Carnahan's time as GSA administrator will soon come to an end with the shiting to another Trump administration come January. And with that, it begs the question: Are the damn websites any better? The Daily Scoop recently caught up with Administrator Carnahan at ACT-IAC's Imagine Nation ELC conference in Hershey, Pennsylvania to ask her that, how GSA plans to sustain progress ahead of an administration change, what the biggest obstacles are impeding digital transformation, and much more. As Washington prepares for a new administration — and a potentially dramatic reduction of the federal workforce — a new survey shows that the public is more satisfied now with U.S. government services than it's been in years. The American Customer Satisfaction Index study found that citizen satisfaction with federal government services ticked up 2.2% in 2024 to a score of 69. Over the last year, the Defense Department has reduced its civilian cyber vacancy rate to 16 percent, a decrease of 4.8 percent from last year, according to an official.Those efforts are part of the execution of the DOD's cyber workforce strategy and implementation plan. In a global fight to attract and keep cyber professionals, the Pentagon was facing a shortfall of 24 percent, and it's been looking to take bold action to change the tide. Officials have said the efforts undertaken since the strategy was unveiled in March 2023 and the implementation plan was released in August 2023, have been working, but more effort is needed. The Daily Scoop Podcast is available every Monday-Friday afternoon. If you want to hear more of the latest from Washington, subscribe to The Daily Scoop Podcast  on Apple Podcasts, Soundcloud, Spotify and YouTube.

Independent retail chains selling gas and food are becoming an economic force benefiting consumers. So what are the best convenience store chains in the nation? Clark delivers new rankings from the American Customer Satisfaction Index. Also today - One reason the U.S. economy is faring better than most other developed economies in the world is American entrepreneurship. Covid era startups have created over 7 million American jobs. Clark speaks to the potential entrepreneur in you!  Convenience Stores Vs Gas Stations: Segment 1 Ask Clark: Segment 2 New Businesses Fuel Economy: Segment 3 Ask Clark: Segment 4 Mentioned on the show: What Are Unrealized Gains and Losses? How To Buy a Used Car How to Buy a New Car in 5 Steps Roth vs. Traditional 401(k): What's the Difference? National Academy of Elder Law Attorneys (NAELA) Clark.com resources Episode transcripts Community.Clark.com Clark.com daily money newsletter Consumer Action Center Free Helpline: 636-492-5275 Learn more about your ad choices: megaphone.fm/adchoices Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode, we dive deep into guest satisfaction in today's landscape and how it's changing with Forrest Morgeson, Associate Professor of Marketing at Michigan State University and Director of Research Emeritus at the American Customer Satisfaction Index.Listeners will learn about:The latest findings from the American Customer Satisfaction Index (ACSI®) Travel Study 2023-2024.How the lodging industry has rebounded post-pandemic, with specific examples from leading brands like Hilton and Marriott.The impact of staffing levels, operational changes, and customer service improvements on guest satisfaction.The role of technology in enhancing the guest experience, balanced with the irreplaceable value of human interaction.Evolving guest expectations and how they are shaping the services provided by the hospitality industry.The diverging experiences and satisfaction levels of business versus leisure travelers.The emergence of Airbnb and its influence on the lodging business.This episode is packed with actionable advice for lodging operators on improving guest satisfaction and building long-term loyalty. Whether you're an industry vet or new to the field, this discussion will give you insights to anticipate changes and innovate effectively in your hospitality business.Thoughts, questions, suggestions? Send me a text messageWant to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Today we look at the ever-changing world of travel and discover valuable insights to elevate your adventures. Explore game-changing Department of Transportation rulings that will impact airline compensation policies and enhance consumer protection. Learn about the latest trends in transparent pricing and the growing influence of online travel agencies. Plus, get expert tips on travel insurance, baggage coverage, and leveraging credit card benefits to make the most of your journeys. Discussed in this Episode: The exciting opportunity to win a luxurious mystery destination getaway Game-changing Department of Transportation rulings that will impact airline compensation policies and enhance consumer protection The importance of transparent pricing in the travel industry and recent legislative efforts to ensure fairness Expert tips on travel insurance, baggage coverage, and leveraging credit card benefits The latest American Customer Satisfaction Index results, revealing surprising airline rankings and shifts in customer perception The evolution of the airline industry and the need for renewed competition to improve service quality and pricing The staggering $475 billion in U.S. travel bookings for 2023 and the growing influence of online travel agencies The value of working with travel advisors or joining private travel clubs for personalized, hassle-free experiences Enter the Giveaway: https://notouristsallowed.com/raffle/ NTA Instagram: https://www.instagram.com/notouristsallowed321/ NTA YouTube: https://www.youtube.com/@notouristsallowed-aninside7994 NTA Podcast Links: https://podfollow.com/no-tourists-allowed-an-insiders-guide-to-travel NTA LinkedIn: https://www.linkedin.com/company/no-tourists-allowed _  Produced by Podcast Studio X.

Are you frustrated with the way companies treat you? If so, you're not alone: Surveys find that many consumers are fed up with long waits on the phone, customer service agents who can't solve their problems, unintelligible billing statements, poorly designed websites, and inexperienced or indifferent sales staff. In this episode: Why do so many companies see customer service as a costly problem, rather than a way to retain their customers? Why is it so difficult, if not impossible, to resolve issues via phone? Is there anything you can do to get your problems solved after the sale? Guests: Jon Picoult, founder of Watermark Consulting and author of “From Impressed to Obsessed.” Forrest Morgeson, associate professor of marketing at Michigan State University, and director of research emeritus at the  American Customer Satisfaction Index. --- Support this podcast: https://podcasters.spotify.com/pod/show/consumerpedia/support

Service Excellence is what defines the credit union movement, but the recent ASCI survey on customer satisfaction begs to differ. In this episode we emphasize the need for maintaining attention to detail and customer satisfaction.   In this episode we cover: Where Chick-fil-A and credit unions are similar. Speed between credit unions and other financial institutions. The evolution of service excellence in the last 10 years What does the future of service excellence look like? How can you be a part of the movement to improve service excellence.   Links from show:   Click here to see American Customer Satisfaction Index to see how credit unions and banks compare today.   Free Resources - watch our leadership minute videos and get our free books to inspire you to give excellent service.   Interested in service excellence? Sign up for our course here.   Subscribe to ServiStar Leadership Podcast on your favorite streaming service.

Get ready to unlock the game-changing potential of customer service with best-selling author and expert John DiJulius. Listen here → https://thedijuliusgroup.com/csr132 On this episode of The Customer Service Revolution, we're delving into the heart of why customer service is a powerful competitive advantage for businesses, learning the best practices of world-class organizations, and understanding the profound influence of “Ubuntu” in the business landscape. John will also share his thoughts on the crucial role of a strong service recovery process in boosting customer loyalty and the transformative power of purpose in business.  John's 2023 Customer Service Revolution Conference talk will ignite your understanding of customer service's broader societal impact. With a growing epidemic of loneliness and isolation affecting every generation, discover how this impacts how we work and connect with people. We'll also examine the severe effects of the pandemic, particularly on college students. Gain insights into how to train your employees for exceptional customer service, the value of a service aptitude test, and the latest trends in the American Customer Satisfaction Index.  We reveal how curiosity is the foundation of stellar customer service. John illuminates the principles of hospitality that eliminate personal interpretations, how top-of-mind awareness and regular staff training can curtail employee roulette, and how silent cues and visual triggers can deliver a fantastic customer experience. Listen as we explore methods to ensure employees understand their responsibilities when dealing with customers and how to handle customer complaints effectively. Don't miss this opportunity to learn from one of the best in the business! Here are just a few takeaways: The competitive advantage of excellent customer service, exploring best practices, and the influence of “Ubuntu” in the business world The societal impact of customer service, the epidemic of loneliness and isolation, and its effects on work and connection with people An examination of the American Customer Satisfaction Index, the role of a service aptitude test, and the importance of employee training for exceptional customer service Curiosity as the foundation of stellar customer service, including the principles of hospitality, employee training, and the role of visual triggers in customer experience How to use customer experience action statements to clarify employees' responsibilities when dealing with customers and strategies for handling customer complaints effectively The transformative power of purpose in business, and the story of Metronics and their method of showing employees the impact of their work The importance of a strong service recovery process in boosting customer loyalty and the concept of the service recovery paradox Resources mentioned: www.thedijuliusgroup.com Follow and Review: We'd love for you to follow us if you haven't yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We'd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast. *** Episode Credits: If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Transforming CX with Customer Journeys That Inspire Loyalty    This week we welcome Joseph Michelli, Ph.D., to the Digitally Irresistible podcast. Joseph is the founder and CEO of The Michelli Experience (TME), an award-winning author, and CX Hall of Fame inductee.    As a certified CX professional, Joseph specializes in helping leaders attract and engage customers. The Michelli Experience (TME) offers leadership and management consulting, personalized training, customer journey mapping, agile design, customer retention solutions, and tailored keynote presentations and workshops. TME's approach emphasizes adding value to the customer journey to differentiate brands from competitors and return value to the brand.      On this episode, we discuss how Joseph's LEAD framework harnesses the fusion of authentic human empathy and technological efficiency to deliver irresistible value propositions and generate unbreakable customer loyalty.      Emotional Engagement: The Key to Meaningful Human Experiences That Unlock Customer Satisfaction   Joseph's story begins in unimaginable circumstances. As a newborn baby, he was rescued from abandonment in a trash can and raised by loving adoptive parents who instilled the belief that people best enrich their own lives by serving other people. This idea inspired him to earn his doctorate in clinical psychology and invest in making a difference in other people's lives.   Joseph's unique personal experiences, people-first focus, and expertise in psychology provided him with the tools to excel at transforming the way brands attract, retain, and engage customers. As the founder and CEO of The Michelli Experience, Joseph embraces the challenge of delivering irresistible customer experience in an arena defined by evolving customer needs and rapidly advancing technologies. Top global brands from financial services to retail turn to Joseph and TME to reassess the timeless question of how to earn customer loyalty within the context of today's digitally transformed marketplace.     In Joseph's experience—both personal and as an expert in CX—emotional engagement is key to creating meaningful human connections that transcend circumstances. As needs and opportunities fluctuate, brands are tasked with striking a new balance that sustains satisfaction and loyalty. For instance, technological advancement has gained momentum at an exponential rate, imparting efficiency with less need for human interaction on certain tasks. However, efficiency does not necessarily correlate to satisfaction. With the American Customer Satisfaction Index for 2022 indicating a 17-year low, it's clear that customers need more than efficiency to feel an emotional connection to a brand.    For this reason, many business leaders of global organizations identify CX as a differentiator of success and strive to implement it as a strategic initiative. As a global consultant and prolific author on strategies for CX, Joseph has spent years helping brands succeed in their CX strategies by leveraging his people-first passion into customer-first policies. In this podcast, follow along on the customer journey with Joseph as he shares his LEAD framework for implementing the right mix of digital technology and human interaction at scale to add value to the customer experience and maximize brand success.   The LEAD Framework for Shaping Success with Human Empathy, Digital Efficiency, and Delightful Experiences   For brands, the question of effective CX is about how to invest in it as a strategic initiative and leverage it to accomplish quantifiable objectives. Rather than answer this directly, Joseph goes straight to the subject: the customer. Prioritizing the customer's perspective is a simple yet powerful reminder that the fundamental goal of CX is to create experiences that make people want to repeat them and share them with other people. Joseph developed his LEAD Framework to guide each brand's approach to achieving this goal.    At one point in his career, Joseph was working as a consultant for a brand in the automotive industry. This brand set an objective of improving their J.D. Power Customer Experience Index Model rating from a position in the twenties to the number one spot—an ambitious goal that Joseph helped achieve with a team of CX consultants 1 ½ years ahead of schedule. Here's how Joseph leverages the LEAD framework to achieve remarkable success.   Listen.   Joseph explains that the first step of the LEAD framework is not just about listening with the ears. It's about utilizing every tool a brand has at their disposal to observe and gauge customer sentiment. By watching and appreciating the customer experience throughout the journey of engagement, brands can identify the most high-value moments as well as the pain points likely to lead to increased churn.    Gaining this understanding requires a combination of human interaction and digital tools. This step takes a multidimensional and cross-platform approach to listening that includes social media monitoring and surveys that reveal what customers are saying about their experience in their own words. Speech analytics, machine learning, data mining, and other technologies are vital resources for deploying a multichannel approach to listening that reveals the whole story of what customers need.  Empathize.  Listening to the customer journey at a deeper level allows brands to respond to customer needs with empathy. It's important to acknowledge customer sentiment, letting them know that the brand has listened to their needs and values the customer relationship. This requires a deft human touch to interactions that elevates the customer experience, leaving a lasting impression that inspires them to return for more.  Add Value.   With this information, brands can shift their focus to strategies aimed at adding value to the customer journey. In many cases, adding value is best facilitated by a culture of innovation that inspires out-of-the-box thinking. This is where technology plays a vital role. Technology such as chatbots and self-service options can predict and address potential simple inquiries without escalating to a live agent. Utilizing robotic process automation (RPA) is a proven way for brands and customers to enjoy the benefits of more efficient processes. Predictive analytics powered by AI tools can also alleviate pain points further along the customer journey. The objective is to continuously improve CX with proactive rather than reactive strategies. This approach encourages repurchase intent and fosters genuine human connections between the customer and the brand, setting them apart from competitors vying for the same customer base.    Delight.   The last step is to create a distinctive, uplifting moment that makes the brand stand out to customers in a memorable way. In other words? Delight them. The goal of customer delight is to prioritize lasting customer satisfaction through operational consistency in three areas that matter the most to customers: meeting needs, reducing effort, and elevating the experience with a sense of delight. When executed consistently, customer delight functions as a powerful brand promise that engages your customers on a meaningful level, cultivating lasting satisfaction and loyalty.    Additionally, when customers feel emotionally connected to a brand, they appoint themselves as brand promoters, spreading positive word of mouth and referrals. There is a correlation between people who report emotional connection to a brand and that brand's achievement of high net promoter scores (NPS). Harnessing delight as a strategic tool has the potential to transform satisfied customers into the best members of your sales team.    How Identifying Core Customer Segments Guides Effective Customer Journey Mapping   CX excellence can be achieved by identifying opportunities across the journeys of core customer segments and setting measurable metrics to track progress. For many brands, around 80% of customers can be represented by three or four core customer segments. By mapping their journey, brands can modify processes and technologies that create value over 3-5 years. To succeed over this span, Joseph suggests the following:  Gain support from C-suite executives who support CX initiatives.  The support of top leadership that appreciates the value of CX as a strategic initiative is invaluable. Some organizations reflect this value by creating the role of “chief experience officer” to guide developments that support exceptional CX.   Invest in cross-functional teams who become CX champions.   Leadership is only the beginning; a lasting CX revolution requires the involvement of the entire organization. This entails crafting a compelling vision that ingrains itself within the culture of the organization. Aligning the organization's messaging to nurture a strong customer service culture results in engaged employees who are motivated and empowered to promote smile-worthy experiences. Cross-functional teams can be equipped to serve as customer experience champions who, without being titled leaders, nudge the organization forward and keep a finger on the pulse of customer needs.  Give the customer a seat at the table.   In every room of the organization, the customer should have a presence, joining the conversation and factoring into decisions. The key to sustained CX success is maintaining a customer-first focus that listens to, empathizes with, adds value to, and delights the brand's customers.   Value Propositions That Elevate Engagement to Cultivate Customer Loyalty  By leveraging an effective value proposition that cultivates emotional engagement and creates smiles, brands can strategically influence customer loyalty. Processes and procedures that are applied with empathy and nuance have the power to transform customers into more satisfied individuals that return value to the brand.   Customer satisfaction is born when brands successfully transform positive, memorable moments into a loyal relationship sustained by consistently delightful experiences. Joseph's LEAD framework presents an irresistible opportunity for brands to boost customer loyalty through a simple, customizable approach that harnesses the right mix of empathetic human interactions and efficient digital solutions to cultivate exceptional customer journeys. Backed by a proven record of success, Joseph continues to deploy this method as part of The Michelli Experience, empowering brands to achieve KPIs and gain a reputation for CX that creates smiles with their customers.      To learn more about Joseph, visit him on LinkedIn, Twitter, and his website at www.josephmichelli.com.   Watch the video here. Read the blog post here.   

How Increased Tipping Influences Value Perception and Customer Experience  Shep Hyken interviews Forrest Morgeson, Director of Research at the American Customer Satisfaction Index and Associate Professor of Marketing at Michigan State University. He talks about how tipping and "tipflation" impacts customer satisfaction scores and the need for businesses to improve customer service and experience.  Top Takeaways:    The frequency of tipping, or "tipflation," has increased across industries. Businesses should consider tipping practices' impact on customer satisfaction and carefully evaluate when and how tipping should be implemented.    Rising prices and increased pressure to tip can create a sense of guilt for consumers. This may lead some individuals to avoid experiences where they feel obligated to over-tip. Businesses should be mindful of these factors and strive to find a balance that doesn't cause customer discomfort.    High customer satisfaction ratings contribute to the success of brands and can be indicators of financial performance. Companies that excel in simplicity, convenience, and NPS scores tend to outperform the market collectively.    Positive experiences in one industry can shape customer expectations in others. For example, exceptional customer service at an Apple store can set the bar for expectations in restaurants and other industries. Brands should aim to provide consistent and engaging experiences across all touchpoints to meet customer expectations.    While technology can enhance service delivery, it should be working well and dependable before implementation. Reliability is crucial to maintaining positive customer experiences and satisfaction.    Plus, Shep and Forrest discuss ways to increase your customer satisfaction scores. Tune in!  Quote:   "When tipping becomes a common expectation in service interactions, consumers will mentally factor it into the price and value perceptions."    About:    Forrest Morgeson is the Director of Research at the American Customer Satisfaction Index. He is an Associate Professor of Marketing at Michigan State University, where he teaches marketing management, marketing strategy, and marketing research courses to EMBA and MSMR students.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

On this week's episode of Extra Serving, a Nation's Restaurant News podcast, NRN editors Holly Petre, Sam Oches and Leigh Anne Zinsmeister spoke about Taco Bell's new leadership.The chain announced late Thursday the retirement of Mark King and the promotion of Sean Tresvant to CEO. King saw the brand through the past four years and came out on the other side better than ever. What does his legacy mean, and are there big shoes to fill?The editors also talked about Chick-fil-A's place in consumers' hearts. The brand was named the number one choice amongst consumers, according to the American Customer Satisfaction Index. While this is the 9th straight year the chain has been ranked number 1, it's also the smallest margin the chain has won by since 2015. Is Chick-fil-A losing sentiment with consumers, or have other brands just become favorites?This week's guest is Amy Zhou, director of operations at Cote Korean Steakhouse.

The Biden administration is setting a high bar to improve customer experience across government, but the VA's National Cemetery Administration is already at the top of the charts, according to one scorecard. NCA ranks number one among all public and private organizations on the American Customer Satisfaction Index. It's the seventh time NCA has won the top honor, but the latest ranking is the agency's first since the start of the COVID-19 pandemic. Under Secretary for Memorial Affairs Matthew Quinn said in a recent interview with Federal News Network that NCA's top marks from the ASCI, a scorecard released every three years, underscores the agency's commitment to “own the moment” for veterans and their families. Learn more about your ad choices. Visit megaphone.fm/adchoices

I have been watching the American Customer Satisfaction Index for over 20 years. Many years, there wasn't anything too surprising in the report. However, recently there has been, and it isn't good news for most organizations.  After nearly two decades of investment in customer experience, only 20 percent of organizations have managed to improve their customer satisfaction scores—leaving the vast majority, 80 %, having failed to do so.  One has to wonder, has it been worth it? We have been working on delivering experiences that surprise and delight customers for years.  So, why aren't they surprised and delighted? Why, despite all our best efforts, are the numbers going the opposite direction? Before you blame COVID for all this, it is important to note that these trends began long before that, although the pandemic did nothing to help matters. Nor is it a problem of customers having unreasonable expectations. Research shows that as satisfaction declines, so do customer expectations.  It turns out that there are a number of variables that could be contributing to this decline in customer satisfaction, which offers a lot for organizations to learn.  We invited an expert, assistant professor Forrest Morgeson, from the marketing faculty at the Broad College of Business at Michigan State University and the director of research at the Customer Satisfaction Institute to share his insight. In this episode, we explore what this means to customer experience then, now and in the future. Where we are going with experiences, might surprise you.  Here are some other key moments in the discussion: 02:41  We introduce our guest, Forrest Morgeson, assistant professor of marketing at the Broad College of Business at Michigan State University and the director of research at the Customer Satisfaction Institute at Michigan  05:53  Morgeson answers my question about how satisfaction can be down at this point in time with two salient reasons.  15:46 Colin shares a story about apathy and how what he saw 20 years ago might be happening in C-suites all around the world as we gape into the void of a recession.   22:44  We ask Morgeson to explain what the data shows about satisfaction within industry, and what he tells us might surprise you. 26:59 Morgeson shares his predictions for what will happen next regarding customer satisfaction and changes in experiences.  _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

I have been watching the American Customer Satisfaction Index for over 20 years. Many years, there wasn't anything too surprising in the report. However, recently there has been, and it isn't good news for most organizations.  After nearly two decades of investment in customer experience, only 20 percent of organizations have managed to improve their customer satisfaction scores—leaving the vast majority, 80 %, having failed to do so.  One has to wonder, has it been worth it? We have been working on delivering experiences that surprise and delight customers for years.  So, why aren't they surprised and delighted? Why, despite all our best efforts, are the numbers going the opposite direction? Before you blame COVID for all this, it is important to note that these trends began long before that, although the pandemic did nothing to help matters. Nor is it a problem of customers having unreasonable expectations. Research shows that as satisfaction declines, so do customer expectations.  It turns out that there are a number of variables that could be contributing to this decline in customer satisfaction, which offers a lot for organizations to learn.  We invited an expert, assistant professor Forrest Morgeson, from the marketing faculty at the Broad College of Business at Michigan State University and the director of research at the Customer Satisfaction Institute to share his insight. In this episode, we explore what this means to customer experience then, now and in the future. Where we are going with experiences, might surprise you.  Here are some other key moments in the discussion: 02:41  We introduce our guest, Forrest Morgeson, assistant professor of marketing at the Broad College of Business at Michigan State University and the director of research at the Customer Satisfaction Institute at Michigan  05:53  Morgeson answers my question about how satisfaction can be down at this point in time with two salient reasons.  15:46 Colin shares a story about apathy and how what he saw 20 years ago might be happening in C-suites all around the world as we gape into the void of a recession.   22:44  We ask Morgeson to explain what the data shows about satisfaction within industry, and what he tells us might surprise you. 26:59 Morgeson shares his predictions for what will happen next regarding customer satisfaction and changes in experiences.  _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

In today's episode of seller news, I want to talk about the newly released American Customer Satisfaction Index.  This report is a barometer for how satisfied customers are with retailers, specifically in 2022.  This is good information for sellers since happy customers usually equate to return customers.  How do Etsy and its competitors compare? Etsy has also released the Q4 and final year financial data.  This information is vital to see how they are performing as a company.  As an Etsy seller, it's important to know if they are thriving financially since no company can exist for long without continuing to make money.  I want to know that I can count on Etsy as a revenue source for years to come.  I'll go over all the important highlights so you don't have to! All that and more in this edition of seller news!

The latest poll of Americans' satisfaction with service they get from the federal government is up. But, with a score of 66 out of 100, the American Customer Satisfaction Index is still below pre-pandemic levels. To get more insight into the poll, Federal Drive host Tom Temin spoke with Forrest Morgeson, the former index research director, who is now a professor at Michigan State University. Learn more about your ad choices. Visit podcastchoices.com/adchoicesSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

The latest poll of Americans' satisfaction with service they get from the federal government is up. But, with a score of 66 out of 100, the American Customer Satisfaction Index is still below pre-pandemic levels. To get more insight into the poll, Federal Drive host Tom Temin spoke with Forrest Morgeson, the former index research director, who is now a professor at Michigan State University. Learn more about your ad choices. Visit megaphone.fm/adchoices

Diversity in genetic research is a key part of health careNeil Hanchard, senior investigator, and section head at the National Human Genome Research Institute, discusses genetic diversity in research. Chinese surveillance balloon elevates US-China tensions Bryan Clark, senior fellow at the Hudson Institute, discusses how the U.S. took down the Chinese surveillance balloon. American satisfaction with the government increases for first time in years Forrest Morgeson, director of research at the American Customer Satisfaction Index, discusses the increase in American satisfaction with the government.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Learn More about Dan at:  www.danhesse.com  Dan Hesse currently serves as Chairman of Akamai Technologies (NASDAQ:AKAM) and as a board member of PNC Financial Services Group, Inc. (NYSE: PNC) where he chairs the Technology Committee.Dan served as President and CEO of Sprint Corporation from December 2007 to August 2014. Previously, Hesse was the Chairman and CEO of Embarq Corporation, Chairman, President and CEO of Terabeam Corporation, and he spent 23 years at AT&T, where from 1997 – 2000, he served as the President and CEO of AT&T Wireless Services, at the time the United States' largest wireless carrier.He received a BA from Notre Dame, an MBA from Cornell, and an MS from MIT where he was awarded the Brooks Thesis Prize.In addition to receiving Corporate Responsibility magazine's Lifetime Achievement Award, he has been named “Most Influential Person in Mobile Technology” by LAPTOP magazine (Steve Jobs was #2), Wireless Industry “Person of the Year” by RCR magazine, “Executive of the Year” by Wireless Business and Technology magazine, “CEO of the Year” by the National Eagle Leadership Institute, “Kansas City's Best CEO” in a readership poll by Ingram's Magazine, one of the five “Best Turnaround CEO's of All Time” by Fierce Wireless, one of “10 Inspirational Leaders who Turned Around Their Companies” by Entrepreneur magazine, and he has twice received Wireless Week magazine's Leadership Award. Glassdoor regularly named Hesse one of America's highest rated CEO's by employees. He serves on the National Board of Governors of the Boys & Girls Clubs of America and on the board of directors of the JUST Capital Foundation.The 2014 American Customer Satisfaction Index recognized Sprint as the most improved U.S. company in overall customer satisfaction, across all 43 industries, over the previous six years. During Dan's years at Sprint, the company was recognized 20 times by J.D. Power and Associates for excellence in customer service, and the Reputation Institute recognized Sprint as the most improved company in overall corporate reputation among all of the 1,500 largest global public companies it evaluates. For his last two full calendar years as CEO, Sprint's Total Shareholder Return, assuming reinvested dividends, ranked #1 among all S&P 500 companies (Netflix was #2).Inducted into the Wireless History Foundation Hall of Fame in 2022.

Every so often, I get a chance to chit-chat with colleagues of mine about the future of customer experience. This time, my colleagues were pioneers in customer experience, Lou Carbone (Experience Engineering.com) author of Clued In, and Joe Pine (StratgicHorizons.com), author of The Experience Economy. We discussed what we see changing in CX.    We all think we are at a turning point in the movement. There are a lot of things that the recent pandemic has broken. However, organizations haven't fixed all of them. Add in the inflation rates that are crippling the economy and affecting customer behavior, and you have a good idea of the state of things these days.    However, my colleagues and I agree there are also exciting things on the horizon. Customer experience enjoyed its first academic nod. We also see CEOs taking a new interest in creative thinking and open-mindedness. Customer science looms on the horizon.    In this episode, we explore the potential for the new year in the customer experience movement and combine the powers of decades of experience to guess what will happen in 2023. We see significant changes coming and share what we see and what you should do about it.    Key Ideas to Improve your Customer Experience   The state of affairs today in customer strategy is dire. The American Customer Satisfaction Index is at its lowest level in 17 years. From 2010 to 2019, two-thirds of organizations still needed to improve customer satisfaction. Forrester predicted that one out of every five people in Customer Experience would lose their job in the next twelve months.    Here are some other critical moments in the discussion:   02:53  Carbone discusses how too much business thinking is still stuck in the industrial age and how we should change that. 08:31   Pine describes how experiences are about people's time, not wasting it but making it well-spent. 12:51 Colin threatens to sing Abba's “Knowing me Knowing You.” 20:00  Carbone announces a milestone for customer experience management, getting a nod from academia.  27:36 Pine shares ideas about developing new measurements for success in CX beyond the traditional that might track customer sentiment more than today's measures. 36:11 We share our predictions for the new year and what organizations should focus on.   Did you know we have a YouTube Channel too? Check it out here.   Customer Experience Information & Resources   LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter.   Click here to learn more about Professor Ryan Hamilton of Emory University.    Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 70,000 subscribers.    How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.   Please tell us how we are doing! Complete this short survey.

Every so often, I get a chance to chit-chat with colleagues of mine about the future of customer experience. This time, my colleagues were pioneers in customer experience, Lou Carbone (Experience Engineering.com) author of Clued In, and Joe Pine (StratgicHorizons.com), author of The Experience Economy. We discussed what we see changing in CX.    We all think we are at a turning point in the movement. There are a lot of things that the recent pandemic has broken. However, organizations haven't fixed all of them. Add in the inflation rates that are crippling the economy and affecting customer behavior, and you have a good idea of the state of things these days.    However, my colleagues and I agree there are also exciting things on the horizon. Customer experience enjoyed its first academic nod. We also see CEOs taking a new interest in creative thinking and open-mindedness. Customer science looms on the horizon.    In this episode, we explore the potential for the new year in the customer experience movement and combine the powers of decades of experience to guess what will happen in 2023. We see significant changes coming and share what we see and what you should do about it.    Key Ideas to Improve your Customer Experience   The state of affairs today in customer strategy is dire. The American Customer Satisfaction Index is at its lowest level in 17 years. From 2010 to 2019, two-thirds of organizations still needed to improve customer satisfaction. Forrester predicted that one out of every five people in Customer Experience would lose their job in the next twelve months.    Here are some other critical moments in the discussion:   02:53  Carbone discusses how too much business thinking is still stuck in the industrial age and how we should change that. 08:31   Pine describes how experiences are about people's time, not wasting it but making it well-spent. 12:51 Colin threatens to sing Abba's “Knowing me Knowing You.” 20:00  Carbone announces a milestone for customer experience management, getting a nod from academia.  27:36 Pine shares ideas about developing new measurements for success in CX beyond the traditional that might track customer sentiment more than today's measures. 36:11 We share our predictions for the new year and what organizations should focus on.   Did you know we have a YouTube Channel too? Check it out here.   Customer Experience Information & Resources   LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter.   Click here to learn more about Professor Ryan Hamilton of Emory University.    Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 70,000 subscribers.    How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.   Please tell us how we are doing! Complete this short survey.

We have been in a customer service recession since the start of the pandemic. The American Customer Satisfaction Index, which measured every industry this year, noted that we hit a 17-year low in customer satisfaction. Things have not been pretty in the world of customer experience. In this episode, we're explaining the reason for all of these things and discussing the state of customer experience in 2023. John DiJulius, the CEO of The Customer Service Revolution, presented the talk we're sharing today during the Customer Service Revolution Conference in November. Tune in to learn where we're at with customer experience as we make our way into this new year and how you can play a part in improving the way things will go! You Will Learn: Why we've been in a recession for over two years, yet no one has realized it. Why customer satisfaction is at a 17-year low. Where all the workers have gone. How to turn the great resignation into the great retention. The power of purpose. Resources mentioned: The Customer Service Revolution Podcast *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com.  Let them know I sent you.

How important is customer service to you? In addition to valuing the quality of the product you're buying, how much do you value the quality of service you received when buying that product? Tom's first guest today developed a research tool that is used to track people's overall satisfaction with their consumer experience. Claes Fornell is the Distinguished Donald C. Cook Emeritus Professor of Business at the University of Michigan's Ross School of Business, and the founder and chairman of the CFI Group. The tool Professor Fornell and his team developed is called the American Customer Satisfaction Index, or ACSI. Claes Fornell joins us on Zoom from Ann Arbor, Michigan. Then, Tom speaks with Angie Barnett, the president and CEO of the Better Business Bureau of Greater Maryland. From porch pirates who steal packages, sometimes within seconds of their being delivered, to internet scams designed to take over your computer and/or your wallet, to all manner of other larcenous schemes, the holidays present opportunities for nefarious characters to prey on folks, especially older folks. We'll talk about what we can do to guard against these scams. Angie Barnett joins us on Zoom from Baltimore.See omnystudio.com/listener for privacy information.

iPhone 14 Pro Camera preview: the hardware changes. iPhone 14 Pro drop test: How it holds up. Wait times for iPhone 14 Pro models up to 6 weeks as demand surges. Kuo - Some predictions for the recent trends of Apple, iPhone 14, and supply chain. Apple on top of American Customer Satisfaction Index for Macs & iPads. Federico Viticci: 'Apple has tweaked the design of the battery percentage icon in iOS 16.1 beta 2.' iOS 16 would like your permission to paste. Apple Executive responds to annoying iOS 16 Copy and Paste Prompt: 'Absolutely Not Expected Behavior'. Phone 14 Pro Camera: Scotland Picks of the Week: Jason's Pick: Knotwords Andy's Pick: Upscayle Leo's Picks: DiffusionBee & Hit the Island Alex's Pick: Sonnet Echo Express Hosts: Leo Laporte, Alex Lindsay, Andy Ihnatko, and Jason Snell Download or subscribe to this show at https://twit.tv/shows/macbreak-weekly. Get episodes ad-free with Club TWiT at https://twit.tv/clubtwit Sponsors: newrelic.com/macbreak zocdoc.com/macbreak eightsleep.com/macbreak

iPhone 14 Pro Camera preview: the hardware changes. iPhone 14 Pro drop test: How it holds up. Wait times for iPhone 14 Pro models up to 6 weeks as demand surges. Kuo - Some predictions for the recent trends of Apple, iPhone 14, and supply chain. Apple on top of American Customer Satisfaction Index for Macs & iPads. Federico Viticci: 'Apple has tweaked the design of the battery percentage icon in iOS 16.1 beta 2.' iOS 16 would like your permission to paste. Apple Executive responds to annoying iOS 16 Copy and Paste Prompt: 'Absolutely Not Expected Behavior'. Phone 14 Pro Camera: Scotland Picks of the Week: Jason's Pick: Knotwords Andy's Pick: Upscayle Leo's Picks: DiffusionBee & Hit the Island Alex's Pick: Sonnet Echo Express Hosts: Leo Laporte, Alex Lindsay, Andy Ihnatko, and Jason Snell Download or subscribe to this show at https://twit.tv/shows/macbreak-weekly. Get episodes ad-free with Club TWiT at https://twit.tv/clubtwit Sponsors: newrelic.com/macbreak zocdoc.com/macbreak eightsleep.com/macbreak

iPhone 14 Pro Camera preview: the hardware changes. iPhone 14 Pro drop test: How it holds up. Wait times for iPhone 14 Pro models up to 6 weeks as demand surges. Kuo - Some predictions for the recent trends of Apple, iPhone 14, and supply chain. Apple on top of American Customer Satisfaction Index for Macs & iPads. Federico Viticci: 'Apple has tweaked the design of the battery percentage icon in iOS 16.1 beta 2.' iOS 16 would like your permission to paste. Apple Executive responds to annoying iOS 16 Copy and Paste Prompt: 'Absolutely Not Expected Behavior'. Phone 14 Pro Camera: Scotland Picks of the Week: Jason's Pick: Knotwords Andy's Pick: Upscayle Leo's Picks: DiffusionBee & Hit the Island Alex's Pick: Sonnet Echo Express Hosts: Leo Laporte, Alex Lindsay, Andy Ihnatko, and Jason Snell Download or subscribe to this show at https://twit.tv/shows/macbreak-weekly. Get episodes ad-free with Club TWiT at https://twit.tv/clubtwit Sponsors: newrelic.com/macbreak zocdoc.com/macbreak eightsleep.com/macbreak

iPhone 14 Pro Camera preview: the hardware changes. iPhone 14 Pro drop test: How it holds up. Wait times for iPhone 14 Pro models up to 6 weeks as demand surges. Kuo - Some predictions for the recent trends of Apple, iPhone 14, and supply chain. Apple on top of American Customer Satisfaction Index for Macs & iPads. Federico Viticci: 'Apple has tweaked the design of the battery percentage icon in iOS 16.1 beta 2.' iOS 16 would like your permission to paste. Apple Executive responds to annoying iOS 16 Copy and Paste Prompt: 'Absolutely Not Expected Behavior'. Phone 14 Pro Camera: Scotland Picks of the Week: Jason's Pick: Knotwords Andy's Pick: Upscayle Leo's Picks: DiffusionBee & Hit the Island Alex's Pick: Sonnet Echo Express Hosts: Leo Laporte, Alex Lindsay, Andy Ihnatko, and Jason Snell Download or subscribe to this show at https://twit.tv/shows/macbreak-weekly. Get episodes ad-free with Club TWiT at https://twit.tv/clubtwit Sponsors: newrelic.com/macbreak zocdoc.com/macbreak eightsleep.com/macbreak

iPhone 14 Pro Camera preview: the hardware changes. iPhone 14 Pro drop test: How it holds up. Wait times for iPhone 14 Pro models up to 6 weeks as demand surges. Kuo - Some predictions for the recent trends of Apple, iPhone 14, and supply chain. Apple on top of American Customer Satisfaction Index for Macs & iPads. Federico Viticci: 'Apple has tweaked the design of the battery percentage icon in iOS 16.1 beta 2.' iOS 16 would like your permission to paste. Apple Executive responds to annoying iOS 16 Copy and Paste Prompt: 'Absolutely Not Expected Behavior'. Phone 14 Pro Camera: Scotland Picks of the Week: Jason's Pick: Knotwords Andy's Pick: Upscayle Leo's Picks: DiffusionBee & Hit the Island Alex's Pick: Sonnet Echo Express Hosts: Leo Laporte, Alex Lindsay, Andy Ihnatko, and Jason Snell Download or subscribe to this show at https://twit.tv/shows/macbreak-weekly. Get episodes ad-free with Club TWiT at https://twit.tv/clubtwit Sponsors: newrelic.com/macbreak zocdoc.com/macbreak eightsleep.com/macbreak

iPhone 14 Pro Camera preview: the hardware changes. iPhone 14 Pro drop test: How it holds up. Wait times for iPhone 14 Pro models up to 6 weeks as demand surges. Kuo - Some predictions for the recent trends of Apple, iPhone 14, and supply chain. Apple on top of American Customer Satisfaction Index for Macs & iPads. Federico Viticci: 'Apple has tweaked the design of the battery percentage icon in iOS 16.1 beta 2.' iOS 16 would like your permission to paste. Apple Executive responds to annoying iOS 16 Copy and Paste Prompt: 'Absolutely Not Expected Behavior'. Phone 14 Pro Camera: Scotland Picks of the Week: Jason's Pick: Knotwords Andy's Pick: Upscayle Leo's Picks: DiffusionBee & Hit the Island Alex's Pick: Sonnet Echo Express Hosts: Leo Laporte, Alex Lindsay, Andy Ihnatko, and Jason Snell Download or subscribe to this show at https://twit.tv/shows/macbreak-weekly. Get episodes ad-free with Club TWiT at https://twit.tv/clubtwit Sponsors: newrelic.com/macbreak zocdoc.com/macbreak eightsleep.com/macbreak

Organizations only pay lip service to CX, and now, we have the numbers to prove it.  From Zendesk's The Trends Report 2022, you can see a clear dichotomy between what people say they will do and what they will actually do regarding CX.   You should read the whole report, but for starters, here are some stats I was surprised to learn (or maybe not surprised as much as interested to see it in print): 73% of business leaders reported a direct link between customer service and business performance 56% of organizations say they will focus on driving better customer experiences over the next 12 months.  However, later in the report we learn: 23% of organizations said that they were looking to increase customer satisfaction.  23% said they are looking to drive stronger relationships Framing that one in reverse means 67% are not looking to increase customer satisfaction or drive stronger relationships. So, what is going on here?  In this episode, Chief Technology Officer of Zendesk Adrian McDermott (@amcdermo) joins us to give his take on these numbers. For the past 15 years, Zendesk has provided tools and technologies for digital CX and worked with companies to enable agent efficiency in customer service. McDermott has been with them for the past 10 years and scaled his product development from ten people to around 1,500. He also shares what he thinks  organizations should do with their experiences.  Key Ideas to Improve your Customer Experience My regular readers will remember that customers satisfaction scores across the board are falling or stagnating for most organizations. The American Customer Satisfaction Index published a report that suggested customer satisfaction was approaching a 17-year low. What's more, customers care about this dissatisfaction. Zendesk reported that 61% of customers say that they would switch to a competitor off the back of one bad service experience—and that's just one dissatisfying experience! Here are a few key moments in the discussion: 05:04  Colin goes through the stats from the Zendesk report that show the dichotomy between what organizations say they will do regarding CX versus what they plan to actually do.  08:12  McDermott shares his take on how these numbers demonstrate two problems, one on the supply side and the other on the demand side, and how organizations should respond.   19:59  We shift the conversation to discuss Customer Science, and to get McDermott's take on how these tools will help move CX forward.     23:13  McDermott explains that he thinks these tools can aid in personalization, ideally down to a segment of one individual.  26:35  We talk about the strengths of Artificial Intelligence and Machine learning in improving Customer Service efficiencies and where that is an appropriate application in customer facing interactions.    34:18 We all share our tips for taking this report's information and today's technology and doing something practical with it, proving once again that taking theory beyond the philosophy is the most significant way to make it useful in CX.   This episode of the podcast was made in partnership with Zendesk.   Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

Organizations only pay lip service to CX, and now, we have the numbers to prove it.  From Zendesk's The Trends Report 2022, you can see a clear dichotomy between what people say they will do and what they will actually do regarding CX.   You should read the whole report, but for starters, here are some stats I was surprised to learn (or maybe not surprised as much as interested to see it in print): 73% of business leaders reported a direct link between customer service and business performance 56% of organizations say they will focus on driving better customer experiences over the next 12 months.  However, later in the report we learn: 23% of organizations said that they were looking to increase customer satisfaction.  23% said they are looking to drive stronger relationships Framing that one in reverse means 67% are not looking to increase customer satisfaction or drive stronger relationships. So, what is going on here?  In this episode, Chief Technology Officer of Zendesk Adrian McDermott (@amcdermo) joins us to give his take on these numbers. For the past 15 years, Zendesk has provided tools and technologies for digital CX and worked with companies to enable agent efficiency in customer service. McDermott has been with them for the past 10 years and scaled his product development from ten people to around 1,500. He also shares what he thinks  organizations should do with their experiences.  Key Ideas to Improve your Customer Experience My regular readers will remember that customers satisfaction scores across the board are falling or stagnating for most organizations. The American Customer Satisfaction Index published a report that suggested customer satisfaction was approaching a 17-year low. What's more, customers care about this dissatisfaction. Zendesk reported that 61% of customers say that they would switch to a competitor off the back of one bad service experience—and that's just one dissatisfying experience! Here are a few key moments in the discussion: 05:04  Colin goes through the stats from the Zendesk report that show the dichotomy between what organizations say they will do regarding CX versus what they plan to actually do.  08:12  McDermott shares his take on how these numbers demonstrate two problems, one on the supply side and the other on the demand side, and how organizations should respond.   19:59  We shift the conversation to discuss Customer Science, and to get McDermott's take on how these tools will help move CX forward.     23:13  McDermott explains that he thinks these tools can aid in personalization, ideally down to a segment of one individual.  26:35  We talk about the strengths of Artificial Intelligence and Machine learning in improving Customer Service efficiencies and where that is an appropriate application in customer facing interactions.    34:18 We all share our tips for taking this report's information and today's technology and doing something practical with it, proving once again that taking theory beyond the philosophy is the most significant way to make it useful in CX.   This episode of the podcast was made in partnership with Zendesk.   Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

The Link Between the Top Rated Customer-Focused Companies and the Stock Market Shep Hyken interviews Dr. Claes Fornell, founder of the American Customer Satisfaction Index (ACSI) and the Distinguished Donald C. Cook Emeritus Professor of Business at the University of Michigan. Dr. Fornell is the author of The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference. Top Takeaways: ·      ACSI, or the American Customer Satisfaction Index, researches and tracks more than 400 of the largest corporations in the U.S. marketplace on their customer satisfaction scores. ·      There's a correlation between top-performing companies in the ACSI and companies who do well in the stock market. The 35 top-performing companies, according to the ACSI, have had a return of… (Dr. Fornell suggests sitting down as you read this number) 1788% in the last 15 years. ·      Customer retention provides exponentially increasing returns for your business. However, some companies can have high retention but low satisfaction. Your customers may come back because your products are affordable until another company that offers lower prices comes along. Make sure that your customers come back for the right reasons.  ·      There are obvious issues that companies need to fix to solve customer dissatisfaction: wait time, ease of use, and segmentation. Wait time - If the search, shopping, and buying experience take longer than expected, it creates a problem for the customers. Ease of use - If it's complicated and the customer often needs help, it affects their experience. Segmentation - Don't just segment on age, gender, or location. Segment your customers according to categories that affect the customer's sensitivity to higher quality. Know what customers are looking for in your products and design customer experiences that deliver them. Quote:  “Buying loyalty is keeping the price low. Earning loyalty is keeping your customers satisfied.”   About:   Dr. Claes Fornell is the founder of the American Customer Satisfaction Index (ACSI), a monthly economic indicator of the quality of economic output, and the Distinguished Donald C. Cook Emeritus Professor of Business at the University of Michigan. Dr. Fornell is the author of The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference.   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

A common mistake organizations make with their experience is failing to understand customer expectations. This mistake will lead to customers feeling unhappy and disappointed—two emotions I guarantee won't contribute to your customer-driven growth.  Expectations are a form of Reference Point, which people use to compare and evaluate experiences. The expectations are rational, emotional, and sensory, and are an essential companion for customers as they walk your customer journey, making them essential for your Journey Map.  What's worse, we aren't meeting customer expectations, at least not according to the American Customer Satisfaction Index. On a recent podcast, we explored how the ACSI is showing poor outcomes for customer satisfaction over the last ten years, a time span that make it impossible just to blame the virus.  In this episode, we talk about customer expectations and why so many companies get them wrong. We will also take a look at why we have expectations and where they originate, as well as the reasons we think this way. Perhaps most importantly, we will talk about how to avoid disappointing customers' expectations when you present them your experience.  Key Ideas to Improve your Customer Experience Let me start by asking if you have ever been to the Congo? Most people haven't. However, if I asked you what it might be like, what would you say? Some people might say they picture it to be a jungle country. They might use words like green, humid, or lush. Some might say dangerous or sweaty.  However, in most cases, they don't know any of this stuff is true. So, how did these images and adjectives get there? My guess is these descriptions come from books or movies people might have read or seen, or stories they heard over the years in school. This exercise demonstrates how customers' expectations develop.   Here are a few other key moments in the discussion: 09:33  Ryan explains the theory behind why we need to draw upon our past experiences or construct ideas about new experiences as we go about our daily lives for comparison's sake. 11:32  Colin builds upon Ryan's example about drawing upon experiences by pointing out that the past experience does not have to be in the same industry vertical to be the comparison.  15:13 Colin gets into the importance of understanding customers' emotional expectations as well as their rational ones to deliver an experience that satisfies and delights them.     22:57   We talk about how customers' expectations can change over time and can be reasonable, so it's important not to blame your problems on unrealistic customer expectations. 26:59   Colin and Ryan both share their practical advice on what to do about understanding customer expectations and how to apply it to the experience you deliver.       Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

A common mistake organizations make with their experience is failing to understand customer expectations. This mistake will lead to customers feeling unhappy and disappointed—two emotions I guarantee won't contribute to your customer-driven growth.  Expectations are a form of Reference Point, which people use to compare and evaluate experiences. The expectations are rational, emotional, and sensory, and are an essential companion for customers as they walk your customer journey, making them essential for your Journey Map.  What's worse, we aren't meeting customer expectations, at least not according to the American Customer Satisfaction Index. On a recent podcast, we explored how the ACSI is showing poor outcomes for customer satisfaction over the last ten years, a time span that make it impossible just to blame the virus.  In this episode, we talk about customer expectations and why so many companies get them wrong. We will also take a look at why we have expectations and where they originate, as well as the reasons we think this way. Perhaps most importantly, we will talk about how to avoid disappointing customers' expectations when you present them your experience.  Key Ideas to Improve your Customer Experience Let me start by asking if you have ever been to the Congo? Most people haven't. However, if I asked you what it might be like, what would you say? Some people might say they picture it to be a jungle country. They might use words like green, humid, or lush. Some might say dangerous or sweaty.  However, in most cases, they don't know any of this stuff is true. So, how did these images and adjectives get there? My guess is these descriptions come from books or movies people might have read or seen, or stories they heard over the years in school. This exercise demonstrates how customers' expectations develop.   Here are a few other key moments in the discussion: 09:33  Ryan explains the theory behind why we need to draw upon our past experiences or construct ideas about new experiences as we go about our daily lives for comparison's sake. 11:32  Colin builds upon Ryan's example about drawing upon experiences by pointing out that the past experience does not have to be in the same industry vertical to be the comparison.  15:13 Colin gets into the importance of understanding customers' emotional expectations as well as their rational ones to deliver an experience that satisfies and delights them.     22:57   We talk about how customers' expectations can change over time and can be reasonable, so it's important not to blame your problems on unrealistic customer expectations. 26:59   Colin and Ryan both share their practical advice on what to do about understanding customer expectations and how to apply it to the experience you deliver.       Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

Citizen satisfaction with government services fell again last year. In fact, the satisfaction index fell to the lowest point since measurement started back in 1999. Here with the details, the director of research for the American Customer Satisfaction Index, Forrest Morgeson.

Welcome to The Nonlinear Library, where we use Text-to-Speech software to convert the best writing from the Rationalist and EA communities into audio. This is: Why CEA has stopped using Net Promoter Score, published by Ben West on February 3, 2022 on The Effective Altruism Forum. Net Promoter Score is a widely used method for determining consumer satisfaction, asking “How likely is it that you would recommend [brand] to a friend or colleague?” and the response is (usually) a number between 0 and 10. However, instead of an average, the aggregate score is a complex nonlinear function of the results. CEA has moved away from this complex function in favor of just simply taking the arithmetic mean. Briefly, this is because the results don't replicate, NPS is not empirically supported, it requires larger sample sizes, and it violates survey best practices. Summary NPS is widely used, but the research has failed to replicate, even when the replication was using the originally published data set (!). Measures of satisfaction are more predictive than NPS of outcomes such as firm growth and whether the respondent actually recommends the product to others. The American Customer Satisfaction Index is an alternative which has stronger empirical grounding, as well as a huge number of publicly available benchmarks. It uses 3 questions, on a 10 point scale, whose scores are averaged and normalized to a 0-100 scale: What is your overall satisfaction with X? To what extent has X met your expectations? How well did X compare with the ideal (type of offering)? CEA mostly still asks the NPS question, but switched to taking the arithmetic mean of the results. We call this the “likelihood to recommend” (LTR). More information NPS was introduced in 2003 with the claim that it was the best predictor of growth across a data set of companies. This data set was small and subject to p-hacking. The raw data has not been published (including, ironically, the pieces the author says should always be published when reporting NPS scores). The original research methodology was: “We then obtained a purchase history for each person surveyed and asked those people to name specific instances in which they had referred someone else to the company in question. The data allowed us to determine which survey questions had the strongest statistical correlation with repeat purchases or referrals..One question was best for most industries. “How likely is it that you would recommend [company X] to a friend or colleague?” ranked first or second in 11 of the 14 cases studies” Replication attempts (including ones which reverse engineered the original data set from published scatterplots) have failed to find significant predictive value from NPS. A wide variety of alternative statistical methods exist, some of which have stronger empirical grounding. Notably, NPS is worse at predicting whether the respondent will actually recommend the product. Replication attempts find alternate definitions of the NPS scale to be more predictive than the commonly used one, even if the question is kept the same (e.g. using a 7 point scale). The weird way NPS is calculated means that it requires substantially larger sample sizes. The NPS question disagrees with commonly accepted best practices in survey design (e.g. using an 11-point scale instead of a 5-point one). There doesn't seem to be any particular reason to think that NPS is good, apart from it being widely used. So if it's so terrible, why does everyone use it? This Wall Street Journal article implies that it is used precisely because it's so easy to manipulate: “Out of all the mentions the Journal tracked on earnings calls, no executive has ever said the score declined.” Further Reading %20customer%20satisfaction%20and%20loyalty.pdf http://www.tsisurveys.com/morgan-rego.pdf %20customer%20satisfaction%20and%20loyalty.pdf (Note: different sources seem to use slightly different wording and I'm not sure what the “official” wording is bec...

The American Customer Satisfaction Index 2021 Federal Government Report showed citizen satisfaction in government services in a freefall over the last four years, with declines across all driving indicators of satisfaction. The Biden administration is trying to reverse this trend with an Executive Order emphasizing “Customer Experience and Service Delivery.”   James Isaacs is President of Cyara, a customer service assurance platform. He joined the podcast to discuss how government can improve customer service.

The pandemic has influenced every aspect of how we deliver customer experiences. We are joined today by experience strategy pioneers Colin Shaw and Joseph D. Pine to make predictions about what the new normal will look like… and recommendations about what it should look like. Will 2022 be the year today's companies step forward into the future or will they stay stuck in the past?     In This Episode:    [03:39] Joe and Colin share why people are listening to experts that cultivate digital services and experiences.   [08:52] How Colin and Joe define “experiences.” [13:37] Colin and Joe discuss “experience strategy.”   [17:21] What companies are missing the key element of experience strategy? [19:33] How the American Customer Satisfaction Index can shed light on how many companies actively pursue or actively ignore progress in customer satisfaction.   [29:35] Are companies approaching industry change with the wrong mindset? [34:27] Where will customers go from here?   [37:15] Colin describes the elements of what he labels “Customer Science.” [42:59] Joe and Colin share their New Year's Resolutions for their work in 2022.     Key Takeaways:    The pandemic has been a catalyst for companies to review their business models.  The time for companies to define their new mindset is now.   Between the years 2010 and 2019, only 30% of organizations improved their customer satisfaction.  That means that 70% of organizations' customer satisfaction either declined or remained flat.   Customer experience is still in its infancy.  Perhaps the pandemic will be what nudges it into maturity.   The future of customer satisfaction will depend on both companies and customers.  We all have a choice to go back to the way things were before, with mediocre experiences, or to move forward and build new standards and expectations.     Bio: Colin Shaw & Joseph D. Pine   Colin is an original pioneer of 'Customer Experience.' LinkedIn has recognized him as one of the 'World's Top 150 Business Influencers', where he has 290,000 followers. As the Founder & CEO of Beyond Philosophy LLC, his Customer experience consulting company has been recognized by the Financial Times as 'one of the leading management consultancies for the last three years in a row. Colin is the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 5% of all podcasts by BuzzSprout.   Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups. He is cofounder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings. In 2020 Mr. Pine and his partner James H. Gilmore re-released their groundbreaking book The Experience Economy: Competing for Customer Time, Attention, and Money with many new ideas, frameworks, and exemplars plus a new Preview to their best-selling 1999 book The Experience Economy: Work Is Theater; Every Business a Stage. The book demonstrates how goods and services are no longer enough; what companies must offer today are experiences – memorable events that engage each customer in an inherently personal way. It further shows that in today's Experience Economy companies now compete against the world for the time, attention, and money of individual customers. 

According to the American Customer Satisfaction Index, Chick-fil-A is the #1 fast food restaurant for the seventh year in a row. See omnystudio.com/listener for privacy information.

Citizen satisfaction with the federal government has long been middling, especially compared to the best of industry. But for the last couple of years the government has lost ground. That's according to an annual survey conducted by the American Customer Satisfaction Index. The index's director of research, Forrest Morgeson, joined Federal Drive with Tom Temin for the details.

The federal government earned a 69 out of 100 on the American Customer Satisfaction Index last year. The public in general doesn't have such a positive view of government and the services it provides as a whole. But the Partnership for Public Service and Accenture Federal Services say that might not be the whole story. Agencies are finding some success as they develop customer experience programs. Federal News Network's Nicole Ogrysko explains how they're doing it.

When it comes to understanding customer satisfaction, it's best to go straight to the source: the customers themselves. Perhaps no one does that better than the American Customer Satisfaction Index, a research groups that looks at more than four dozen industries to find out what customers are buying and how satisfied they are with their experiences. ACSI's data covers all major consumer industries. With data from the last 20-plus years, the organization can see how trends and technology impact overall customer satisfaction. The biggest trend in retail for 2018 is the continued growth of online retailers and the struggle of traditional big-box retailers, said ACSI Managing Director David VanAmburg. Brick-and-mortar stores have been struggling for quite some time, especially as online stores like Amazon and Walmart continue to grow. However, the struggle has been bigger in the past year compared to the previous three to four years. It's even harder for specialty mall stores like Gap to find their footing with customers. Customers just aren't shopping in malls as much anymore, which means many of these stores have had to focus on their online presence. A great example of that is Nordstrom, which is doing better than many other department stores. Nordstrom saw that the industry was changing a few years ago and pivoted to expand its web presence. The idea is to be where the customers are. Nordstrom realized many of its customers prefer shopping online, so it put more effort into its online experience. VanAmburg says one of the keys to a strong web shopping experience is navigation. It should be intuitive for customers to find what they want. There also has to be logistics to match—even a great website doesn't create satisfied customers if the items or sizes they want aren't in stock. For modern customers, efficiency and convenience is crucial. That's one of the reasons that supermarkets and drug stores are doing better than they were a year ago. As Amazon moves into the space with its Whole Foods acquisition, supermarkets have improved their marketing and found ways to offer competitive convenience. Even small changes to the look and flow of the store can improve efficiency and overall customer satisfaction. ACSI's data has found that efficiency is the most important quality to customers. In a world where Amazon offers two-day shipping and instant in-store checkout, stores have to come up with creative ways to compete. In order to get customer data that is useful, stores must focus on the entire customer experience. ACSI regularly asks customers about all of the elements of the shopping experience, from overall satisfaction to their expectations, prices, store location, employees, and merchandise. Customer satisfaction doesn't some from one single area, but is the totality of the entire experience. Stores can use the same metrics to track their own internal progress and that of the competition. Today's world is data-driven, and customer satisfaction is no exception. In order to best serve customers and compete with the retail giants, stores across all industries need to understand customers and what they are looking for. With the help of ACSI and other internal data, retailers can stay ahead of the competition.

Federal agencies score all-time high on customer satisfaction survey