Team Support

SEPTEMBER 16, 2020

Support must remain cognizant of the opportunities afforded by helping customers reach full adoption from the products they have already purchased and align support delivery capabilities and strategies with customer success organizations. All with common objectives to sustain and expand customer relationships.

B2B 89

B2B Effort Score Knowledge Base Customer Retention 89

Team Support

SEPTEMBER 8, 2020

It is not simply good enough to strive for service level performance targets and high customer satisfaction scores without pursuing an expected positive outcome from these efforts. World-class Support organizations are driven by the results of their efforts and not simply the level of effort.

B2B 64

B2B Effort Score Customer Expectations Customer Satisfaction 64

InteractionMetrics

JUNE 19, 2023

Companies with an appointed CX director aim to improve customer relationships at all touchpoints, not just the products and websites. A killer product alone is never sufficient to retain customers, and studies have found that up to 86 percent of consumers will stop shopping with a company due to just two poor customer experiences.

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She has served clients as an independent consulting partner since 2004.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She has served clients as an independent consulting partner since 2004.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CX University

FEBRUARY 20, 2018

Businesses that have maintained an above-average American Customer Satisfaction Index (ASCI) in their industry for the ten years between 2004 and 2014, have delivered 400% the returns to shareholders as those with average scores (McKinsey, Putting customer experience at the heart of next-generation operating models).

Customer Experience 68

Customer Experience e-support Customer Centricity Effort Score 68