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Expert commentary: Closing the CX Gap between Customer Expectations and Business Reality

Comm100

The value of excellent customer experience (CX) is no secret, nor are the aspects needed to deliver it – and yet many organizations are struggling to deliver on consumer CX expectations. Chasing customer expectations may seem like a reasonable or necessary thing to do, but can your organization actually do it? Closing the Delivery Gap.

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Everything You Need to Know about Text Analytics

Lumoa

Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team? Similarly, if someone loves your customer service personnel, the positive sentiment is stronger than if they just feel it’s good.

Analytics 304
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10 Ways to Build Customer Centric Organization

ProProfs Chat

And the results are starting to show because these companies are placing customer centricity in the midst of their core brand and mission. For these businesses, customer centricity is not just a buzzword. What they do is basically put a premium on the customer and their experience with the product, service, or brand.

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Why You Should Collect Your Customers’ Digital Profiles

Martin Hill-Wilson

Is it Twitter and Facebook for social customer service? Digital profiling helps reduce guesswork and increases accurate insight. There is a ton of it: from government level, to research firms to individual brands using research to prove a market demand. It’s all useful if you remember the golden rule of customer insight.

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Redemption ecosystems: beyond the loyalty reward catalog

Currency Alliance

Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand. Less-personalized promotion can also be done in stores or via partners to keep the customer striving for their goal.

Loyalty 52
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Redemption ecosystems: beyond the loyalty redemption catalog

Currency Alliance

Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand. Less-personalized promotion can also be done in stores or via partners to keep the customer striving for their goal.

Loyalty 52