AskNicely
AUGUST 17, 2018
In his 2016 letter to shareholders , Amazon CEO Jeff Bezos wrote,“There are many advantages to a customer-centric approach. Even when they report being happy and business is great.”. And growth is the greatest competitive advantage of all, don’t you think? They strive to continually surprise and delight customers.
Beyond Philosophy
MARCH 16, 2023
They do climb at times, but not in the dramatic surge we often hear organizations complain about when their company gets a report suggesting that customer satisfaction is declining. Years ago, in my corporate job, I was responsible for customer research and reporting it to the team. Have Organizations Given Up? Click here.
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NICE inContact
NOVEMBER 26, 2018
I’m old enough to remember all the hype and hyperbole that all contact centers would be offshore by 2010. Consolidated routing and reporting: ensuring you have agile and scalable cloud contact center software to manage multiple sites, including work from home agents, is critically important.
Steve DiGioia
JUNE 20, 2016
As reported by statista.com, “Wages and salaries in the United States have increased over the last three decades. Between 1979 and 2010, the median weekly income of full time wage and salary workers grew from 241 to 747 U.S. The median weekly income in 2010 constant dollars only increased from 675 to 747 U.S.
Comm100
AUGUST 17, 2022
So, I see companies have been investing, I’m going to say around 2010, which is just a little over 10 years ago, there are all kinds of reports that came out that said, by 2020 customer experience would be not only one of the most important differentiators, but this is where companies would spend a lot of their money.
Bold360
DECEMBER 12, 2019
In one recent study, more than two-thirds of companies said they competed primarily on the basis of customer experience—up from only 36% in 2010. If you want more tips for building a competitive advantage through customer service and customer engagement in general, read this Forrester report.
West Monroe
DECEMBER 21, 2021
Another report found that 49% wish their digital healthcare experience was smoother and more intuitive, and that 28% of consumers have stopped or switched providers during COVID-19 due to a poor digital experience. How is self-reported data being leveraged and analyzed? Be data-driven and analytics-driven.
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