AskNicely

AUGUST 17, 2018

Why is Customer Obsession a Priority? And 23% of CEOs list customer service as one of their top three business priorities. Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. 28% say workforce.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

CSM Magazine

FEBRUARY 28, 2023

As the newest generation of consumers enters the marketplace, companies have to ask themselves: is their customer service ready for Gen Zalpha? In this article, we’ll look at the importance of preparing for Generation Zalpha’s needs, and how businesses can make sure that their customer service is ready for them.

Customer Service 52

Customer Service Social Media Entertainment System 52

Thematic

DECEMBER 9, 2022

By listening to your customers. It seems obvious, but according to Hubspot research , 42% of businesses don’t survey their customers or collect feedback. These companies may say that they ‘put customers first’, but without a voice of customer program in place it seems unlikely! Why are they happy?

Customer Satisfaction 71

Customer Satisfaction Fashion Feedback Social Media 71

ijgolding

MARCH 20, 2017

In this, my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Last month I wrote about the importance of experiencing what it FEELS like to be a customer AND an employee.

Engagement 164

Engagement Customer Experience Customer Centricity Tips 164

ijgolding

DECEMBER 9, 2014

When it comes to the world of Customer Experience, there are also a number of certainties that can be counted on. A few years ago (I think it was 2010), I purchased a pair of Converse trainers from online retailer JD Williams. The most significant event that a company can connect with is the certainty that is a birthday.

Hotels 212

Hotels Customer Retention Retail Communication 212

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. Ironically, while both generations can be difficult to engage, they are always connected.

Contact Center 137

Contact Center Gamification Management Social Media 137

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. Ironically, while both generations can be difficult to engage, they are always connected.

Contact Center 136

Contact Center Gamification Management Social Media 136

Alida

JULY 28, 2016

To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data. The big data hype is officially dead.

Data 100

Data Social Media Analytics Entertainment 100

NetBase

JANUARY 28, 2020

The enhanced platform will deliver clear, real-time and actionable results so that customers can distinguish between critical and non-essential business issues, ultimately empowering them to make smarter, data driven decisions quickly and efficiently. Customer View: Innovative Analytics & Unparalleled Insight. ABOUT NETBASE.

Social Media 124

Social Media Airlines Analytics Leadership 124

Brandwatch CX

FEBRUARY 23, 2024

What about companies that, though hugely successful and large, don’t get talked about much online, and perhaps have a lower number of customers? By responding immediately and resolving the issue, your customers become even more loyal. But what about those B2B companies that sell their services to other businesses?

B2B 59

B2B Brands Social Media Wireless 59

NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. In an environment where customer expectations are rapidly evolving, and flexibility is key to survival, cloud platforms have set new standards for engagement and satisfaction.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

Second to None

SEPTEMBER 25, 2018

Any brand that hopes to connect with consumers is must reckon with the powerful nature of public scrutiny in the digital age. Consumer trust is a lucrative yet brittle aspect of any brand’s customer experience platform and the viral potential of negative public relations can instantly tarnish the public’s perception of your organization.

Consumers 109

Consumers Brands Social Media Voice of Customer 109

Daniel Group

SEPTEMBER 16, 2020

Humor in Customer Experience can be the bridge to making an emotional connection to your customers. It may seem like it might get in the way of providing efficient and effective Customer Experience. Yes, the service can be fast and efficient, but it may not be memorable to a customer. Joe Friday.

Customer Experience 98

Customer Experience Customers Meeting Groups 98

AskNicely

JUNE 18, 2015

The one secret to turning your customers into raving fans and stop million dollar mistakes. The world has been preaching the importance of customer service more than the Bible itself and yet I see company after company running into the same critical mistakes. Your customers are your business! No customers – no business.

Customer Service 170

Customer Service Net Promoter Score NPS Customer Centricity 170

Brandwatch CX

FEBRUARY 23, 2024

What about companies that, though hugely successful and large, don’t get talked about much online, and perhaps have a lower number of customers? By responding immediately and resolving the issue, your customers become even more loyal. But what about those B2B companies that sell their services to other businesses?

B2B 52

B2B Brands Social Media Wireless 52

Horizon CX

APRIL 4, 2019

Think of service as an intangible product that, through an exchange, delivers a tangible benefit to the customer. I was selling complex and highly customized laboratory robotic and automation systems into the biotech and pharmaceutical industry. This generated a need to learn how to sell a “solution” to the customer versus a product.

Customer Centricity 100

Customer Centricity Sales Communication Customers 100

CSM Magazine

JUNE 27, 2023

Zenarate raises $15M and leads movement from passive training to natural language AI Simulation Training to develop confident and prepared customer service and sales agents who deliver superior empathetic experiences and performance. Agents are often the only human connection brands have with their customers and prospects.

Training 59

Training Telecommunications Healthcare Insurance 59

Quadient

DECEMBER 16, 2021

A new era in government-sector customer experience. As a customer experience (CX) practitioner, I was surprised to find that an Executive Order (E.O.) This ushers in a new era of government customer experience. Executive office customer experience order: what it is. Andrea Haughton. Thu, 12/16/2021 - 19:50.

Government 52

Government Customer Experience Multi-Channel Healthcare 52

Storyminers

FEBRUARY 17, 2021

When it comes time to rebuild the severed connections and broken systems, we will need to make sure that we don’t end up with more of the same. We need a more citizen-centered approach, and it turns out that Customer Experience Thinking can help. How would you define customer experience? it boils down to how the customer feels.

Groups 147

Groups Government Travel Tools 147

Kayako

OCTOBER 29, 2015

The customer support rep role has travelled the world and back. The birth of mainstream outsourcing: 2000 – 2010. In his book, The World is Flat , Tom Friedman showed that the world in the early 2000s was becoming more connected than ever thanks to economic change. Customer service was one of these areas.

Poor Customer Service 120

Poor Customer Service Feedback Metrics Customer Service 120

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. Our strategy is about putting the customer first. In 2010, the ministry was putting together something that hadn’t existed for them before. Thanks, Dad.

Social Media 52

Social Media Government Customer Care Transportation 52

Experience Matters

MAY 6, 2015

My tenure as Chair of the Customer Experience Professionals Association (CXPA.org) is over, but my passion for the association has never been stronger. Now, four years later, we have an amazingly strong, vibrant community of members who are dedicated to the collective success of the customer experience profession. It’s awesome!

Customer Experience Professionals 120

Customer Experience Professionals Government Customer Experience Connections 120

Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. Finally, Margie and I discussed the build-out and results coming from their new and quite extensive customer room. Connect With Margie.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business. Mark was a great guest in that regard.

Chief Customer Officer 0

Chief Customer Officer Hospitality Industry Travel 0

Vonage

FEBRUARY 28, 2017

Nearly half of the companies that were at the top of the Fortune 500 in 2000 were no longer there in 2010, research showed. Technology evolves rapidly and it shapes the shopping habits of consumers, but businesses have a hard time evolving at the same rate as their customers. Digital customer experience.

Omni-Channel 120

Omni-Channel How To Social Media Culture 120

ShepHyken

NOVEMBER 2, 2018

This week we feature an article by Catalin Corzini who shares information about how chatbots can provide a better experience and how to customize the customer journey when using chatbots. – Shep Hyken. Shortly, there were websites and businesses take advantage of the myriad of functionality that chatbots were providing to customers.

Chatbots 89

Chatbots Customer Journeys Customer Experience How To 89

Comm100

AUGUST 17, 2022

Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today. Answer: “It didn’t start out as CX, it started out as CS, that’s customer service. Service is a big part of that.

Meeting 183

Meeting How To Airlines Virtual Agent 183

CX University

FEBRUARY 6, 2018

of GDP (US Census, 2010). Rising to the Customer Experience Challenge. Since the Millennium, small businesses have lost ground on one of their historical advantages over large corporations: their understanding of their customers. Nowadays, large corporations are trying incredibly hard to walk in their customers’ shoes.

Customer Experience 71

Customer Experience Feedback Customer Centricity Loyalty 71

Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.

Chief Customer Officer 99

Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

Chadwick Martin Bailey

JANUARY 14, 2020

Most articles looking back at the 2010’s mentioned the massive evolution in how we consume entertainment and the onset of the streaming wars. Netflix famously focuses on the customer, not the competition. conversation; social connection; a sense of belonging). This pattern holds even among streaming customers (e.g.,

Entertainment 101

Entertainment Brands Connections Consumers 101

Maru Group

NOVEMBER 14, 2019

December sales are slowing as consumers spend more in November, while internet sales are on the rise ; average weekly internet sales nearly tripled between November 2010 and 2017, according to the ONS (Office for National Statics). Uncovering the emotional connections with Black Friday. However, 2018 saw a decline in appetite.

Retail 40

Retail Sales Consumers Analysis 40

COPC

FEBRUARY 14, 2018

The company was formed in 2010 by a couple of former Apple engineers. Today, Nest is on the leading edge of home automation technology, specializing in wifi-connected devices like thermostats, smoke detectors and security cameras. Our Nest thermostat was having a hard time maintaining a connection to our wifi network.

Customer Care 43

Customer Care Customers Connections Loyalty 43

CSM Magazine

DECEMBER 18, 2018

Explain Market Research, one of the UK’s leading customer insight agencies, has explored how companies turn customers into fans, and banks came out on top. The banking industry has been forced to adapt to a new way of operating, putting the customer journey before anything else. throughout the customer journey.

Banking 40

Banking Self Service Customer Journeys Innovation 40

ClearAction

DECEMBER 28, 2016

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence.

Voice of Customer 59

Voice of Customer Customer Insights Company How To 59

Win the Customer

DECEMBER 29, 2015

Vernon Hill is the most customer-driven banker who has tapped into the power of customer service experience to build one of the fastest growing financial institutions in the world. Metro Bank, in the United Kingdom, run by Vernon Hill, was issued its license by the government’s Financial Service Authority in March 2010.

Customer Service 52

Customer Service Customer Experience Banking Financial 52

CSM Magazine

NOVEMBER 13, 2019

The company is deploying AI (Artificial Intelligence)-enabled digital workers alongside its operational teams to optimise customer experience, speed up processes and free up staff for high value, rewarding activities. Welcoming in new customers efficiently is vital in supporting growth in the highly competitive energy marketplace.

Customer Service 40

Customer Service Self Service Healthcare Customers 40

NetBase

NOVEMBER 19, 2018

It’s no secret that customer experience is the biggest differentiating factor for brands now, but that may not mean what you think it does. Again, this comes back to connection – whether for increased engagement on social, or for that sense of being part of something bigger as relates to your brand. Experiences that Resonate.

Social Media 83

Social Media Marketing Conference Analytics 83