Lumoa

MARCH 3, 2023

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. How does a company remain committed to providing first-rate customer service in an economic downturn? Here are the main takeaways.

Financial 208

Financial Metrics Loyalty Customer Service Representative 208

Beyond Philosophy

AUGUST 18, 2022

While all of those things can be true, and people that way are likely to be introverted, it is not necessarily the case for all introverts. One way to think of the two personalities is how they get their power. Cain says people think about leaders and people who change the world as extroverts, and many of them are.

Measurement 147

Measurement Training Examples Leadership 147

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not always, but often.

ROI 259

ROI Customer Experience NPS Financial 259

Experience Investigators by 360Connext

JUNE 28, 2022

Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Any time changes demand you assess and adjust your goals, strategy, and tactics. And for many of us it’s extremely relatable, even a few years after 2020. Five CX Questions to Help You Reflect: 1.

Customer Experience 143

Customer Experience Net Promoter Score Effort Score Exercises 143

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Banking 236

Banking Customer Experience Self Service Financial 236

Experience Investigators by 360Connext

JUNE 8, 2021

Past behavior might be helpful for predicting future successes, but what if the context or the entire environment changes from the past to the future? What can a business leader do to look ahead and predict future customer behavior? How to Look for & Consider Customer Experience Clues. Know your customers.

Customer Journeys 271

Customer Journeys Healthcare How To Trends 271

BlueOcean

JUNE 22, 2022

When it came to the contact center RFP, companies consistently required bidders to “Describe your telephony platform” and those with best-in-class products had a definite edge. How do you ensure resiliency and business continuity? In the wake of the pandemic, business continuity is still top of mind for many companies.

Contact Center 156

Contact Center Technology Tourism Exceptional Customer Service 156

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. Volume – rapidly address the most common issues that drive most inbound customer contacts.

Call Center 196

Call Center Self Service Strategy Contact Center 196

ijgolding

FEBRUARY 5, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the second of the five ( you can read the first – an interview with James Dodkins – here ). It did not take long for me to start becoming interested in the customer service elements of the business.

Culture 264

Culture Measurement Customer Centricity Hotels 264

Experience Investigators by 360Connext

NOVEMBER 8, 2022

What Does Customer Experience Success Mean to Your C-Suite? The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea – that creating better customer experiences will lead to happier customers, leading to better results. Are we winning at customer experience?”

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

Kerry Bodine

DECEMBER 30, 2020

Because as it turns out, customer experience is even more important during a pandemic than it ever was before. Number 9: 5 Steps To Mapping The Customer Journey. Number 9: 5 Steps To Mapping The Customer Journey. So, we folded those 10 steps into the five you’ll find in this post. I won’t say any more here.

Customer Journeys 227

Customer Journeys Customer Experience Touchpoint Analytics 227

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. In fact, 63% of CAB members said their top 2024 prediction was that businesses would put more strategic and bottom-line emphasis on expansion versus acquisition to drive revenue growth.

Customer Success 94

Customer Success Consulting Customers Leadership 94

Beyond Philosophy

OCTOBER 7, 2021

Loyalty is one of the most overused phrases in business today. To most companies, it invariably means “customers give us all their money.” So, today we’re going to talk about the five rules that will build customer loyalty. However, customer loyalty necessitates thinking long term.

Loyalty 173

Loyalty Airlines Banking Customers 173

Beyond Philosophy

JULY 2, 2020

We have had massive changes occur. When we hosted Rory Sutherland on the podcast a couple of weeks ago, he made the point that businesses have prioritized efficiency over resilience. Whether these are new ideas or plans they had to make changes later, they make the most of the opportunity this post-pandemic environment presents.

Customer Experience 195

Customer Experience Airlines Customer Journeys Groups 195

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. From the most effective way to measure CS to the best approach for dividing up revenue responsibility, this debate will give you a lot to talk about and—who knows—it might just change perspective.

Customer Success 98

Customer Success NPS Metrics Net Promoter Score 98

Playvox

JANUARY 30, 2024

Highly engaged teams outperform the rest in business outcomes critical to your organization’s success. Gamification is a strategy that drives motivation and engagement and creates a culture where employees continuously work to achieve the organization’s business objectives and, in turn, get rewarded and recognized.

Gamification 79

Gamification Contact Center Training Feedback 79

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. From the most effective way to measure CS to the best approach for dividing up revenue responsibility, this debate will give you a lot to talk about and—who knows—it might just change perspective.

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

Playvox

FEBRUARY 27, 2024

In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. One way to tackle the challenge is to integrate artificial intelligence (AI) into your workforce engagement strategy. Why Workforce Engagement Matters to Business?

Engagement 73

Engagement Contact Center How To Employee Engagement 73

Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

Customer Service 215

Customer Service Chatbots Banking Engagement 215

Beyond Philosophy

JANUARY 11, 2024

Today, let’s look at seven ways you can change habits to improve your return on investment. Customers have habits. So, if your customer is habitually buying your competitive product or service, how do you change that? Here are seven ways. I buy everything on Amazon. But not impossible.

Return on Investment 89

Return on Investment Insurance Hotels System 89

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Businesses want a seamless CX just as they do in their personal lives. Businesses want a seamless CX just as they do in their personal lives. Where B2C goes, B2B follows. CX is everywhere.

B2B 122

B2B Brands Innovation Government 122

BirdEye

NOVEMBER 15, 2023

For local businesses and brands, effectively leveraging Google’s suite of products presents a major opportunity to attract and retain customers. AI can help businesses engage customers, automate operations, and improve employee efficiency. We’ve had some great conversations on the evolution of AI.

Brands 111

Brands Data Technology Consumers 111

ECXO

AUGUST 9, 2023

From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar. From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar. They’re a given.

Consulting 98

Consulting Competitive Advantage Culture Touchpoint 98

West Monroe

MARCH 27, 2023

is about to revolutionize companies. She has led multiple global AI initiatives at two of the five largest cloud providers in the world (Amazon and IBM). Twitter icon Created with Lunacy Q&A Thinking about your passion for mentoring the next generation, how have companies been able to successfully create a culture that innovates?

Social Media 94

Social Media Culture Competitive Advantage Technology 94

BirdEye

MARCH 17, 2023

Social listening is an essential tool for businesses looking to stay ahead of the competition and gain a better understanding of their customers and prospects. By monitoring conversations on social media, companies can identify opportunities to engage with potential customers and get real-time feedback about their products or services.

Tips 98

Tips Social Media How To Analysis 98

Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty.

Strategy 225

Strategy Customer Experience How To Effort Score 225

BirdEye

APRIL 4, 2023

Does financial planning and budgeting for your business seem daunting? Many local businesses have difficulty creating and managing budgets, so setting yourself up for success is essential. Financial control and planning play a significant role in business success, and are closely linked. Why is a business budget important?

Financial 98

Financial Resources Sales Insurance 98

Gainsight

JANUARY 18, 2024

The cost of starting a business is lower than ever, products are commoditized, and markets are saturated, which means achieving true differentiation is tough. So, how can you differentiate your company in this environment? Focus on customer experience. Organizations have turned to customer experience to stand out.

Touchpoint 52

Touchpoint Advertising Study Customer Journeys 52

Gainsight

MARCH 4, 2024

Data is the objective pillar that drives every successful business. It is actually not difficult to demonstrate since modern training software (like Gainsight Customer Education ) incorporates tracking and reporting functions that go right to the heart of ROI metrics.

ROI 52

ROI Training How To Course 52

Beyond Philosophy

AUGUST 13, 2020

When I go into an organization, and they say their goal is to delight customers at every moment of contact. Honestly, it sounds exhausting, for both the team and your customers. There is a significant connection between successful Customer Experiences and the amount of effort they require from customers.

Effort Score 183

Effort Score How To Net Promoter Score Policies 183

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. However, they did this several months ago and suddenly customer retention is starting to dip down again.

Customer Journeys 117

Customer Journeys Customer Experience How To Net Promoter Score 117

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? Guess what? So, how can this be?

Customer Satisfaction 89

Customer Satisfaction Effort Score Competitive Advantage Self Service 89

CSM Magazine

JANUARY 9, 2024

Business fleet fuel cards offer significant savings on gas expenses through various features such as rebates and discounts. With fuel cards, businesses can track fuel usage, set spending limits, and generate custom reports to better manage and control their fleet’s fuel expenses.

Transportation 52

Transportation Rewards Programs Report Financial 52

Beyond Philosophy

FEBRUARY 6, 2020

In marketing, sometimes how you present the facts takes advantage of the information in a way that shouldn’t matter when you think about it rationally. Nonetheless, it does, and done right can yield positive customer-driven growth. Therefore, not paying attention to this detail can be disastrous for your business.

Marketing 162

Marketing Customer Experience Professionals Entertainment Examples 162

ShepHyken

FEBRUARY 28, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. It’s Time to Change How We Build Companies & Brands by Chris Malone. As a result, thoughtful customer experiences that inspire trust and lasting loyalty are rare.

Ecommerce 70

Ecommerce Customer Service Trends Loyalty 70

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. My Comment: Regardless of the type of business you are in, I believe it’s important to have a “hospitality mentality.” Personalization is more important than ever.

Customer Service 70

Customer Service Hospitality e-support eBook 70

ShepHyken

MAY 17, 2021

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. How to handle customer complaints? Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically.

Customer Service 80

Customer Service Customer Retention Tips Brands 80