Customer Bliss

MARCH 2, 2018

Will You be Supported in Your CCO Role? . But it’s also just as important that you prepare yourself to ask, “How will this organization support me in the CCO role?”. Will You Elevate Customers as the Asset of Your Business? Customer-driven growth requires a one-company approach to improving priority customer experiences.

Chief Customer Officer 189

Chief Customer Officer Leadership Case Study Resources 189

Lumoa

MARCH 8, 2023

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. The rest is likely about pricing, customer support, or connection problems. Here are the key takeaways from the webinar.

Industry 208

Industry Customer Centricity Telecommunications Feedback 208

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. Supporting technologies that will drive new levels of speed and efficiency. Shep Hyken.

Self Service 80

Self Service Omni-Channel Social Media Retail 80

NobelBiz

MARCH 12, 2024

Customer demands are ever-changing and more often than not, they become more and more difficult to keep up with for a lot of businesses. Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust. Customers today expect seamless and personalized interactions across all touch points.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

Lumoa

MAY 9, 2023

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. As a result, organizations can boost customer satisfaction and loyalty, paving the way for sustained revenue growth. In business, everything begins with the customer.

Analysis 208

Analysis Feedback Customer Experience Customers 208

Bill Quiseng

MARCH 1, 2021

I was fortunate to have Dr. Michelli write a blog post about his book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way. You can find out more about Dr. Before I begin, I want to thank Bill for his thought leadership in customer experience elevation and his longstanding support of others like me.

Leadership 148

Leadership Hospitality Consulting Consumers 148

Upstream Works

DECEMBER 14, 2022

While that’s an important driver, it’s not the only use case. In that context, the use cases for AI expand as the contact center would now be taking more of an end-to-end approach with customers. AI Use Case 1: CX Before an Agent Interaction. AI Use Case 2: CX During an Agent Interaction.

Contact Center 78

Contact Center Self Service Chatbots Analysis 78

Lumoa

APRIL 1, 2020

Here are four ways that building a customer insight strategy will help you grow your business: Create a better product strategy If you’ve made a product that you think serves your customers’ needs, but you haven’t asked what they think, how do you actually know that it’s serving them? Who is responsible for your customer insight strategy?

Customer Insights 208

Customer Insights Strategy Customer Journeys How To 208

NobelBiz

JANUARY 23, 2024

The answer to these pressing concerns may lie in the transformative power of Customer Support as a Service (CSaaS). Customer Support as a Service (CSaaS) is changing the customer interaction game for everyone. Join us as we guide you through optimizing your customer support and elevating the overall experience of your contact center.

Contact Center 52

Contact Center Contact Center Software CRM Call Center 52

BirdEye

MAY 30, 2023

If your business isn’t actively gathering feedback, it may be time to rethink your stance. In this blog post, we’ll explore the best customer feedback tools you can use to quickly gather, manage, analyze, and action customer feedback. Industry experts are labeling 2023 as the “ feedback economy. ”

Tools 98

Tools Feedback Net Promoter Score Social Media 98

NobelBiz

FEBRUARY 27, 2024

Call center optimization helps enhance the customer experience (CX) and acts as the linchpin in the relationship between a business and its customers. All the way from onboarding to support to troubleshooting has been great throughout this journey!” This feedback can highlight specific areas where agents excel or need improvement.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Beyond Philosophy

APRIL 9, 2020

However, these incentives could be doing a lot more than that, which can have beautiful or terrible effects on your customer-driven growth. Harvard Business Review published Lieberman and her partner Kristen Duke’s research in an article, “ Why We’re Incentivized by Discounts and Surcharges ” in February of this year.

Consumers 174

Consumers Policies Consulting Examples 174

SurveySensum

APRIL 1, 2024

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. This loyalty is not just about repeat business; it also fosters a formidable defense against the fierce competition in the market. Brand Reputation and Growth The impact of trust on brand reputation cannot be overstated.

Brands 52

Brands Case Study Social Media Feedback 52

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Either way, we’d like to thank you all for your support this past year.

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

Totango

SEPTEMBER 11, 2020

For any business, the question of how to meet the needs of the client is front and center. Today, however, data-driven customer engagement software allows organizations to efficiently engage with clients in a way that is also personalized and valuable to the customer. After all, as the old adage goes, “The customer is always right.”

Customer Engagement 81

Customer Engagement Engagement Data Software 81

Optimove

JANUARY 6, 2022

Still, it’s such a critical business question that we’ve been writing about it for years. it has, in case you’re wondering). This is not the case with most “customer loyalty” initiatives. This is not the case with most “customer loyalty” initiatives. That’s the kind of customers any business dreams about.

Loyalty Programs 62

Loyalty Programs Ecommerce Advertising Loyalty 62

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform.

Innovation 115

Innovation Customer Success NPS Touchpoint 115

NICE inContact

SEPTEMBER 4, 2019

Key point: When agents work in highly stressful conditions, they have no chance for growth and little motivation to offer extraordinary service. Any sort of advantage they can get to close cases quicker is much appreciated. Along the way the classic contact center will be transformed into an interactive support center.

Customer Service 136

Customer Service Contact Center Omni-Channel Airlines 136

ECXO

MARCH 24, 2024

With AI-powered technology, companies can create a seamless, personalized experience that fosters brand loyalty, enhances customer satisfaction, and drives business growth. The Psychology Behind Personalization Customer personalization is a powerful tool in today’s business landscape.

Customer Experience 52

Customer Experience Social Media Analysis Loyalty 52

SurveySensum

OCTOBER 11, 2023

AskNicely is a customer feedback platform that helps businesses gather and analyze customer feedback. Its pricing model does not align with the budgets of smaller businesses. But that’s not all; this blog will also explore other aspects such as AskNicely’s alternatives, competitors, and shortcomings.

Analytics 52

Analytics Net Promoter Score Survey NPS 52

NobelBiz

JANUARY 16, 2024

A call center campaign essentially involves a team of agents working together to accomplish business goals. These goals can include providing support generating sales or gathering market insights. In a call center campaign, agents can engage in various activities depending on the objectives set by the business.

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

C3Centricity

MAY 25, 2020

Is this your case? Technology is being blamed for disrupting businesses, but in most cases these companies have simply not adapted to this new data-rich world. Companies are changing business models as their value shifts from products to services, or even to the sale of the information they gather. So what should you do?

Technology 194

Technology Analysis Data Consumers 194

Totango

FEBRUARY 11, 2022

In many cases, a small number of B2B clients account for a large percentage of a company’s revenue, leading to a need for multiple engagement models for effective relationship management. In today’s digital environment, B2B customer experience is driven by online and mobile interactions with brands. What is B2B Customer Experience?

B2B 107

B2B Customer Experience B2C Net Promoter Score 107

SurveySparrow

JUNE 30, 2023

In this blog, we will embark on a fascinating exploration of the customer experience manager’s world, understanding their responsibilities, strategies, and impact. Case in point, customer experience managers are professionals who are dedicated to enhancing the overall experience customers have with a company.

Customer Experience Management 52

Customer Experience Management Net Promoter Score Customer Experience Management 52

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ChurnZero

APRIL 15, 2022

On the heels of the company’s explosive growth, Chelsea stood up its first CS function and grew the team from one to 13 in just 18 months. That’s why SalesIntel partnered with ChurnZero to build a more connected, data-driven customer experience. Many SaaS businesses use a pricing model based on license count.

ROI 98

ROI Data Examples Report 98

SurveySparrow

JULY 18, 2023

Did you know that delivering an exceptional customer experience can be a game-changer for your business? Customer experience marketing is a strategic approach that prioritizes creating positive interactions and relationships between businesses and their customers. Why is Customer Experience Important in Marketing?

Strategy 52

Strategy Marketing Customer Experience Omni-Channel 52

Help Scout

APRIL 29, 2021

It develops organically in response to the decisions, behaviors, and policies of the people in the business. Some businesses have a primarily profit-driven culture, and others have a growth-driven culture. Customer impact is a critical part of business decisions. Others are design or product led.

Culture 139

Culture Customer Service How To Policies 139

inQuba

JULY 3, 2022

Why deep customer insight is at the heart of better experiences & revenue growth. Customer Journey Management is the process of discovering and optimizing your customers’ journeys, to improve customer experience and achieve positive business outcomes. Why are leading businesses using it? Customer experience is hard.

Customer Journeys 52

Customer Journeys Analytics Omni-Channel Multi-Channel 52

Totango

SEPTEMBER 23, 2021

We’ll consider the benefits of tracking CSAT and how it can help your business. For example, if your CSAT data indicates dissatisfaction with a certain aspect of your customer support, such as customer wait time, you can pass this information on to your support team in order to take corrective action. What Is CSAT?

Net Promoter Score 98

Net Promoter Score NPS Case Study Customer Satisfaction 98

AWS Machine Learning

SEPTEMBER 19, 2023

The following are a few popular use cases: Smart reporting and market intelligence – AI can analyze various sources of financial information to generate market intelligence reports, aiding analysts, investors, and companies to stay updated on trends. Multi-modal models that understand diverse data sources can provide more robust forecasts.

Financial 103

Financial Multi-Channel Marketing Analysis 103

SurveySparrow

JULY 27, 2023

Wondering how it impacts businesses and if it’s the right choice for your marketing strategy? In this blog, we’ll delve into the pros and cons of AI in marketing, shedding light on its benefits and challenges. You must be well acquainted with what AI is and what its use cases are by now. Look no further!

Analysis 52

Analysis Marketing B2B Tools 52

SurveySparrow

NOVEMBER 1, 2021

Googling hr influencers on the internet will give you boatloads of advice and tips from experienced HR professionals in blogs, social media posts, videos, carousal, and whatnot. Let’s be honest, a great deal of success in life, job, or business depends on how vast is our network. 2020 was a tough year for everyone.

Social Media 98

Social Media Tips Conference Leadership 98

Optimove

JUNE 17, 2021

Frankly, I was hired for that purpose precisely – to drive growth through our existing customers. ” Fittingly enough, this is EXACTLY what Optimove is all about; the value we bring our own clients; what we preach, blog in-blog out. That’s what this new blog series is all about. Optimove.

CRM 52

CRM Groups Communication Metrics 52

BirdEye

JUNE 21, 2023

A referral program works when a business invites its happy and loyal customers to become brand ambassadors through a referral program. The business leverages software to track referrals made by customers through the link or code. How does a referral program work? Whether you are working solo or as a referral team.

Examples 93

Examples Social Media Travel Software 93

SurveySensum

DECEMBER 22, 2023

Recently, I contacted the customer support of an electronics brand to address an AC installation issue. Unfortunately, this is not an isolated case of NPS gaming. Businesses (their agents) use tactics like offering incentives to customers, badgering or threatening customers, etc, to manipulate their NPS scores.

NPS 52

NPS Customer Centricity Survey Feedback 52

SurveySensum

APRIL 21, 2023

Formstack is an online survey builder that helps businesses create custom forms, surveys, quizzes, and more. This includes weak customer support, limited integrations, and a steep learning curve. This includes weak customer support, limited integrations, and a steep learning curve. As a result, users seek alternatives.

Survey 52

Survey Multi-Channel Analysis Tools 52