CX Journey

MARCH 13, 2018

The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value. The crazy thing is that they think that they are customer focused.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

Comm100

MARCH 2, 2022

There is confusion about erratic changes in customer preferences and price sensitivity, leading to losing sight of what is valuable to customers. An operational efficiency approach to CX can be a very inside-out approach to designing and delivering products, services, and experiences to customers based on policies and profits.

Customer Expectations 130

Customer Expectations Net Promoter Score Effort Score Policies 130

Amity

APRIL 7, 2016

The number of tickets open, the length of time they’ve been open, and the Customers who called in those tickets all figure into this equation. We can easily use these metrics to resolve crises more quickly. These are also the exact opposite standards by which we grade Customer Success. Now is the time to begin.

Customer Success 69

Customer Success Leadership Sales Report 69

Amity

NOVEMBER 25, 2014

Amity had the good fortune of sitting down with a pioneer in Customer Success, Paul Teshima the original SVP of Customer Success (circa 2005) at Eloqua – now the Founder and CEO of Nudge Software , to talk about demonstrating the need for Customer Success. Here are the “aha!”

Customer Success 48

Customer Success Chief Customer Officer Financial Sales 48

ProProfs Chat

DECEMBER 23, 2019

Are you just hearing or actively listening to what your customers are saying? Customer experience metrics have penetrated most organizations. But it is not just about customer satisfaction surveys or getting to track the Net Promoter Score although both can be part of the overall equation.

Customer Centricity 96

Customer Centricity Customer Journeys Knowledge Base Effort Score 96

Grade.us

AUGUST 18, 2020

If you have a devoted customer base, Google asking for reviews, images, and to ‘check the facts’ can be helpful in keeping your local listing fresh and updated. Map Maker was the original attempt and worked well but you had to edit, suggest from within map maker and not on the ground so to speak. Google experiments with everything.

Social Media 58

Social Media Connections Tips Video 58

Comm100

FEBRUARY 13, 2018

Let’s explore the reasons why customer delight doesn’t always ensure customer loyalty, and what strategies you can use instead. The way a company perceives itself and its initiatives are usually worlds apart from the views of their customers. In 2005, Bain & Company surveyed 362 firms. Download Now.

Strategy 102

Strategy Self Service Knowledge Base Call Center 102