COPC

OCTOBER 24, 2023

In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. Identifying Key Drivers of CSAT You need to know which of these factors is important to your customers.

Customer Satisfaction 92

Customer Satisfaction Metrics Average Handle Time Contact Center 92

Beyond Philosophy

JUNE 21, 2019

Customer Journey Mapping Using Behavioral Science. Journey mapping is how organizations look at the customer journey, or the steps a customer would take from the beginning to the end in their experience. However, when you look at an experience from a customer perspective, customers don’t see it that way.

Customer Journeys 100

Customer Journeys Consulting Customers Loyalty 100

CSM Magazine

NOVEMBER 2, 2023

In today’s competitive business landscape, the quality of customer service can be the differentiator between a company that thrives and one that struggles to retain its clientele. But how exactly does a degree in communication translate to heightened efficiency and effectiveness in handling customer concerns?

Communication 52

Communication Multi-Channel Customer Service Social Media 52

Michelli Experience

JANUARY 4, 2017

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it.

Customer Experience 223

Customer Experience Comparison Study Customer Service Training 223

InteractionMetrics

DECEMBER 8, 2020

With a science-forward approach, you’ll know objectively how the Customer Experience rates and what specifically will make it better. Because science is the best way to understand the world, by extension, it’s the best way for companies to understand the Customer Experience (CX). CX: the 5 Science Rules You Need.

Customer Experience 52

Customer Experience Net Promoter Score Analysis Customers 52

Doing CX Right

MARCH 19, 2023

The post The Science Behind Happy Leaders and Improved Customer Service Experiences appeared first on Doing CX Right. Tia Graham, speaker and author about Happy Leaders, and Stacy Sherman share actionable tips to increase employee engagement and bottom-line results based on working with dozens of global companies.

Customer Service 59

Customer Service Customer Experience Employee Engagement Tips 59

Beyond Philosophy

APRIL 24, 2021

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. He asked us if we had any advice for businesses with a small budget on how to use concepts from the behavioral sciences to improve moments in their Customer Experience.

Customer Experience 88

Customer Experience How To Consulting Conference 88

MyCustomer

SEPTEMBER 17, 2020

Voice of the Customer The science behind better customer reviews.

Customers 97

Customers 97

Gainsight

OCTOBER 19, 2018

All over the world, companies are using data science to cultivate a healthy customer base. Let’s go on a quick journey to explore three major components of a holistic data science strategy and how these can improve your Customer Success strategies. Data science has found itself in the same position as plastic.

Customer Success 100

Customer Success Data Strategy Analysis 100

InMoment XI

FEBRUARY 19, 2019

Insights Come Hand and Hand with Listening There is no feedback more important for companies to utilize than the candid, true thoughts and feelings of employees and customers. View Article.

Financial 200

Financial Feedback Connections Consumers 200

Amity

DECEMBER 11, 2017

Customer onboarding is both an art and a science. Rely too much on the right side of your brain, and you may be in danger of providing customers with safe, but stale messaging. Below are a few ideas to get you started with customer onboarding. Then, send a welcome email to the customer. Engaging Your Audience.

Video 87

Video Social Media Customers Tips 87

InMoment XI

OCTOBER 7, 2021

In the customer experience world, most goals are “outcome goals” versus “performance goals.”. customer contact center call, product purchase experience, etc.), customer likelihood to recommend the brand, customer relationship satisfaction with the brand, or customer retention/repurchase behavior.

Effort Score 493

Effort Score Measurement Trends Customer Retention 493

Bob Hayes

SEPTEMBER 18, 2017

A new customer analytics survey of 80+ companies provides a look into the state of analytics in customer programs. The use of machine learning was one of the least adopted practice in customer programs (38% of companies). The use of machine learning was one of the least adopted practice in customer programs (38% of companies).

Analytics 113

Analytics Loyalty Data Competitive Advantage 113

InMoment XI

DECEMBER 13, 2021

With the help of our industry-leading data and research science capabilities, we’re able to help brands go beyond collecting data to reveal actionable intelligence that leads to Experience Improvement (XI). Modern market research combines marketing science and research consultancy to make the most out of data.

Analytics 493

Analytics Data Marketing Customer Journeys 493

Bob Hayes

FEBRUARY 5, 2018

Data science methods and related tools (i.g., predictive analytics, machine learning) can help companies improve their customer success programs by answering 5 important questions about customer churn, including what is the current churn/retention rate (e.g., Customer Success. Customer Success.

Customer Success 82

Customer Success Data Analytics Customer relationships 82

InMoment XI

JUNE 8, 2017

As marketers and CX professionals, we care a lot about what our customers think. Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. No opinion matters more than theirs. So, we often ask them for it. What did you think about this? View Article.

eBook 200

eBook Customer Experience Customers Marketing 200

InMoment XI

SEPTEMBER 22, 2022

Customer feedback is critical for helping your customer service agents tackle problems—whether closing the inner loop directly with customers, or closing the outer loop with problems that keep surfacing over and over again. In the data science department, I’m often asked how an outer loop process should work.

Analysis 493

Analysis Analytics Measurement Customer Experience Professionals 493

Bob Hayes

NOVEMBER 5, 2017

Analytical Leaders focus their analytics to improve customer loyalty while Analytical Laggards focus their efforts primarily to reduce enterprise costs. Additionally, Analytical Leaders, compared to Analytical Laggards, tend to have more analytically-savvy customer experience and customer success programs.

Competitive Advantage 101

Competitive Advantage Data Customer Experience Analytics 101

SurveyGizmo

AUGUST 29, 2017

The following post is part of a series that will help inform readers about the importance of Customer Experience. The series will provide best practices and tactics for turning your customers into loyal advocates of your brand. Make the customer experience easy, enjoyable and convenient.

Customer Experience 69

Customer Experience Data Social Media Customers 69

Answer Dash

MAY 8, 2018

Sales has gone through a “ Moneyball ” transition just like baseball—the art is still there, but the science has developed so much more. By that, I mean that the most effective businesspeople in Customer Success will develop consistent and data-driven ways to execute, and more importantly, to learn. Fast forward to today.

Customer Success 89

Customer Success Self Service e-support Sports 89

IntouchInsight

JUNE 30, 2022

Much like fine cuisine, it’s a mixture of art and science - a step-by-step methodology that, when executed correctly, enables brands to objectively evaluate particular aspects of your business from the customers' lens. And mystery shopping programs aren’t so different.

Brands 296

Brands Customers 296

Bob Hayes

NOVEMBER 5, 2017

Analytical Leaders focus their analytics to improve customer loyalty while Analytical Laggards focus their efforts primarily to reduce enterprise costs. Additionally, Analytical Leaders, compared to Analytical Laggards, tend to have more analytically-savvy customer experience and customer success programs.

Competitive Advantage 94

Competitive Advantage Data Customer Experience Analytics 94

Experience Investigators by 360Connext

NOVEMBER 14, 2023

Ready for some compelling reads that will amp up your customer experience game? Listen in as we journey through the world of CX books that will satiate your curiosity and boost your knowledge of customer experience strategy, design, and measurement. Bottom line – It’s time to elevate your CX game! Let’s talk!

Chief Customer Officer 143

Chief Customer Officer Resources Measurement Strategy 143

Heart of the Customer

MAY 3, 2018

.” – Brain Rules by John Medina Or, said differently, if you want your teams to remember what really matters to your customers – their Moments of Truth, their delights, and what frustrates […]. The post Science shows why your customer journey maps need to be visual appeared first on Heart of the Customer.

Customer Journeys 60

Customer Journeys Customers 60

Gainsight

DECEMBER 17, 2018

Companies that want a true competitive advantage in their marketplace must make their customer experiences a priority—but to do this correctly, you need data science. The customer today has more power than ever before. Thus it is vital that you hold on to each and every customer that chooses to invest in you.

Customer Success 45

Customer Success Data Effort Score Competitive Advantage 45

inQuba

SEPTEMBER 25, 2018

How do you discover and visualize the real customers’ and agents’ journeys as they navigate your products and channels? How do you anticipate customer churn, in real time? How do you intervene in order to mend and recreate customer experiences. Questions that were addressed. How do you do all this at scale?

Financial 40

Financial Customers Industry Customer Experience 40

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Competitive Advantage 208

Competitive Advantage Customer Experience Net Promoter Score Effort Score 208

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Beyond Philosophy

JULY 13, 2023

From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. For example, a large telecom company designed an AI system to identify customer churn. Two ways of developing AI can help.

How To 143

How To Competitive Advantage System Social Media 143

Thematic

SEPTEMBER 10, 2018

If you missed our recent webinar with customer experience expert Maurice Fitzgerald and Alyona Medelyan, CEO of Thematic, check out the highlights here. Maurice is former VP of Customer Experience at HP, author of 4 books on customer experience strategy and the Net Promoter Score. How to get sponsorship as a CX professional.

Video 48

Video Net Promoter Score Customer Experience How To 48

Thematic

SEPTEMBER 10, 2018

If you missed our recent webinar with customer experience expert Maurice Fitzgerald, check out the highlights here. Maurice is former VP of Customer Experience at HP, author of 4 books on customer experience strategy and the Net Promoter Score. How behavioural economics can benefit customer experience. Enjoy the video!

Video 48

Video Net Promoter Score Customer Experience How To 48

Bob Hayes

FEBRUARY 5, 2018

Data science methods and related tools (i.g., predictive analytics, machine learning) can help companies improve their customer success programs by answering 5 important questions about customer churn, including what is the current churn/retention rate (e.g., Customer Success. Customer Success.

Customer Success 44

Customer Success Data Analytics Customer relationships 44

CX Accelerator

FEBRUARY 2, 2020

If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not? What major should I choose?”.

Customer Experience 320

Customer Experience Customer Journeys Tourism Study 320

Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. What Data Science Skills Do you Need in a Big Data World? Data science skills fall into three broad skill areas. In this post, I will explore this analogy further.

Analytics 46

Analytics Data Competitive Advantage Social Media 46

Beyond Philosophy

FEBRUARY 6, 2021

In job descriptions and resumes, there are new required skills for candidate’s resumes in Behavioral Science. Behavioral science and the scientists that use it will tell you that understanding the “why” of what customers do has become table stakes in some industries today. Please tell us how we are doing!

Financial 193

Financial Social Media Consulting Customer Experience Design 193