CSM Magazine

NOVEMBER 4, 2022

Larry Mead, vice president of experience transformation at TTEC Digital, gives seven tips for designing and orchestrating a Total Experience (TX) strategy. In 2013, customer experience innovator Matthew Dixon authored a new book that forever changed the game of customer service.

Strategy 52

Strategy Touchpoint Exercises Employee Experience 52

ProProfs Chat

JUNE 21, 2019

Do you have a customer retention strategy? Companies focus on customer acquisition strategies, since increasing your customer count is the lifeblood of your business. But, customer acquisition won’t help, if you are unable to retain customers. Understand Customer Retention.

Customer Retention 63

Customer Retention Strategy How To Case Study 63

Magellan Solutions

JUNE 26, 2021

Here are some B2C Lead Generation Agency strategies you ought to know. B2C (Business to Customer) is the process of selling to individual consumers. For customers to make a purchase or subscribe to your business services, you will need to have a unique strategy to increase brand awareness. Retaining existing customers .

B2C 52

B2C Strategy Social Media Advertising 52

Magellan Solutions

AUGUST 21, 2021

BPO Philippines has been adapting a remote strategy for a year, is it time to permanently conform to it? But with new strains emerging, is it time to permanently accept a remote workforce strategy as the new normal for BPO companies in the Philippines ? Convinced that WFH can be a feasible long-term strategy? TALK TO US!

Strategy 52

Strategy Call Center Customer Service Representative Conference 52

Kerry Bodine

SEPTEMBER 30, 2017

A couple of months back, I wrote a post called You Must Invest In Customer Experience. In it, I detailed research by the American Customer Satisfaction Index that shows that an investment portfolio that takes long bets on CX leaders and shorts CX laggards outperforms the S&P 500 by nearly a factor of five. Among them: IBM.

Customer Experience 120

Customer Experience Innovation Trends Consumers 120

CSM Magazine

NOVEMBER 7, 2018

Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. Keep the customer informed.

Interaction 221

Interaction Telecommunications Customer Satisfaction Social Media 221

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management. Nothing at all!

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

Customer Service 215

Customer Service Chatbots Banking Engagement 215

CX Journey

FEBRUARY 19, 2015

Image courtesy of xianrendujia Today''s post is a modified version of a post I originally wrote for Confirmit in April 2013. Just like with your customers, there’s no faster way to alienate a stakeholder than to ask her questions and then take no action based on her responses. buy-in customer experience executives stakeholder'

Strategy 80

Strategy Management Guidelines Analysis 80

Daniel Group

APRIL 23, 2021

Welcome to Success Strategies. Want your Customer Feedback scores to go up by 6 points? Anytime a customer reaches out, it is usually a “fail” on our part.” I also found a list of skills your frontline folks need to succeed with your customers, 21 Key Customer Service Skills (and How to Develop Them).

Feedback 124

Feedback Net Promoter Score B2C B2B 124

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Earlier this month, Thomasz Tungaz, a venture capitalist at RedPoint, published a blog titled “Why your SaaS Startup Needs a VP of Customer Success Sooner than you Might Think”.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Forrester's Customer Insights

AUGUST 14, 2020

CEOs who put off digital investments to focus on more pressing priorities may be wishing they heeded Forrester’s advice from 2013 and 2014. It’s no surprise that interest in digital has skyrocketed in a post-COVID-19 world. Some digital teams are scrambling to modernize experiences […].

Strategy 46

Strategy Management Customers 46

Vonage

JULY 7, 2017

Although much about providing a great customer experience is timeless, it’s also a good idea to align your strategy with today’s consumer trends. However, this old saw isn’t as true as it used to be, in many industries, and in many customers’ expectations. Because your customers already have. That’s so 2013.

Trends 177

Trends Consumers Customer Experience Hotels 177

ijgolding

DECEMBER 11, 2014

By 2013 Norwegian had started to receive awards for the best European low-cost carrier – a trend that has continued into 2014. Norwegian’s website offers a wealth of insight into the strategy and culture of the business. You can see how this links to their values and business strategy here.

Customer Experience 275

Customer Experience Airlines Travel Self Service 275

Alida

DECEMBER 15, 2016

Between 2009 and 2013, annual hospital deals have increased 14 percent. In 2013, the average M&A deal was valued at $224 million —a significant jump from 2007’s $42 million. In 2013, Avianca Airlines, the second largest airline in Latin America, became the unified commercial brand of two leading airlines, Avianca and TACA.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

Customer Bliss

MAY 3, 2017

This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live. However, self-service is proving to be a double-edge sword for both companies and customers alike.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

Magellan Solutions

MARCH 2, 2021

Wrong vs. right reasons to consider customer care outsource. Low-cost customer service providers are generally equipped to handle only repetitive support requests. Outsourcing isn’t a way to just get rid of customer support responsibilities. As a result, your customer support quality will drop. A Quick Fix.

e-support 52

e-support Call Center Exercises Advertising 52

Comm100

FEBRUARY 18, 2021

Buzzwords come and go in the customer experience worlds, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Customers have more power than ever to get their voice heard and listened to.

Customer Engagement 130

Customer Engagement Engagement Consumers Study 130

Magellan Solutions

FEBRUARY 14, 2024

This improves customer satisfaction. Improved customer service – Outsourced centers handle high call volumes extremely efficiently, reducing hold times. Case Study 1: Cigna Cigna, a global health services company, partnered with Teleperformance in the Philippines in 2013 to outsource some of its healthcare processes.

Call Center 98

Call Center Healthcare Company Hospitality 98

COPC

APRIL 19, 2022

to improve customer service. The individual-level COPC Contact Center Management training improves customer experience operations based on the ? COPC Customer Experience (CX) Standard — the industry’s most highly recognized performance management system. ? has helped transform operations supporting customer experience.

Customer Service 52

Customer Service Transportation Contact Center Call Center 52

Vonage

SEPTEMBER 25, 2015

By Sarah Metcalfe, Head of Customer Service at SureFlap. As the leading provider of intelligent pet products, customer service has been a major focus for us since day one. We knew that creating a great product means nothing unless you back it up with amazing customer service.

Customer Service 120

Customer Service Net Promoter Score Competitive Advantage Case Study 120

Gainsight

OCTOBER 5, 2021

Across decades, in any industry, business leaders have obsessed over their customers. Whether a business serves five or 500,000 people, the opinion and experience of those customers are critical to the longevity of that business. . Today’s leadership also obsesses over their customers with one key difference.

Customer Success 45

Customer Success Customers Sales Leadership 45

TechSee

OCTOBER 23, 2018

Personalization as a driver in customer service. Delivering personalized customer service is more than just addressing a customer by name in an automated email, or segmenting by interest; it is a way to capture the customer’s attention and create a level of engagement that is authentic and relevant at every stage of the customer journey.

Tools 157

Tools Customer Service Chatbots How To 157

Customer Guru

MAY 30, 2018

We all know this by now that organizations must focus on being customer-centric in order to come out on top. Most customer experience leaders believe that customer centricity starts with the customers always. But they tend to ignore the importance of employee behavior in building a customer-centric organization.

Omni-Channel 95

Omni-Channel Customer Centricity e-support Social Media 95

Forrester's Customer Insights

JULY 9, 2019

Unfortunately, despite our consistent and transparent body of DX research dating back to 2013, there remains a […].

Software 45

Software Strategy Customer Experience Customers 45

C3Centricity

NOVEMBER 5, 2018

For global rollouts, an additional information concerning the comparison of similarities and differences between the customers in the local and future markets must also be considered. Understand the Customers. What does the product stand for in the eyes and minds of your customers?

Brands 206

Brands How To Trends Consumers 206

ijgolding

JANUARY 4, 2017

When it comes to the world of Customer Experience, business people and Customer Experience Professionals all around the world will be thinking of and dreaming about, a more customer centric 2017. People are literally ‘biting at the leash’ to learn new methods, tools and principles to help them help their customers.

Customer Experience 148

Customer Experience Customer Centricity Customers Government 148

Maru/HUB

JANUARY 22, 2018

This week, we are focusing on the new battleground for B2C and B2B – Customer Experience. We are now in an era where customer expectations are rising. In today’s competitive marketplace, an organisation’s brand is built – or broken – on its customer experience. Invest in the right CX technology.

Customer Experience 79

Customer Experience B2C Airlines Study 79

Beyond Philosophy

NOVEMBER 3, 2014

Same Day Home Delivery is the latest trend in mega online retailers to improve their reach to Customers. According to analysts, online home grocery market was worth almost $275 Billion in 2013. Logistics or Customer Habits? UK Home Delivery for Groceries is Big Business. In the UK, home delivery of grocery is very common.

Marketing 88

Marketing Strategy Retail Transportation 88

Retently

MARCH 23, 2023

You can also learn a surprising amount of tactics and strategies by studying the opposite end of the scale – the world’s least successful companies, from a churn perspective – to compare their common weaknesses and find out what makes their customers so unlikely to recommend them to their peers.

Net Promoter Score 113

Net Promoter Score Company NPS Effort Score 113

Customer Bliss

JULY 19, 2016

Thinking about customers as assets is my first customer experience competency. The idea of ‘customers as assets’ moves you towards a simple, non-refutable measure of if you did, or did not, earn the right to customer-driven growth. The customers as assets time equation. This is a real problem.

Leadership 100

Leadership Customers Customer Centricity Customer Focused 100

C3Centricity

JANUARY 18, 2020

What I found of particular interest, being the customer champion that I am, is that they conclude by saying that it all depends on understanding your customer – doesn’t everything?! Especially in eCommerce, it is possible to reap the benefits of a large product assortment, while helping customers make choices?”. Simple really!

Brands 218

Brands Retail Consumers Innovation 218

Gainsight

APRIL 26, 2023

During the Pulse 2022 opening keynote, Nick Mehta, CEO of Gainsight, reflected “In 2013, there were 300 people in this room, and there were like 500 people in customer success, literally.” To get pumped up, we thought we’d share our top 10 moments from the last 10 years of defining the customer success industry at Pulse.

Industry 52

Industry Conference Fashion Customer Success 52

AWS Machine Learning

NOVEMBER 28, 2023

These services are designed to support our customers in unlocking the emerging capabilities of generative AI, including enhanced creativity, personalized and dynamic content creation, and innovative design. Residual risk captures the remaining risks after factoring in mitigation strategies.

System 111

System How To Measurement Government 111

Talkdesk

MARCH 31, 2020

Call center fraud, which usually takes advantage of records migration or lack of authentication to extort money from larger financial institutions, has skyrocketed by 350% between 2013 and 2019. In order for the contact center to maintain strong relationships, companies must guarantee the safety and protection of customer data.

Contact Center 60

Contact Center Call Center Financial Technology 60

Alida

JUNE 23, 2017

It’s not inconceivable to imagine that Whole Foods customers will soon be able to order grocery items through Amazon.com or Alexa. Now it’s clear that Amazon aims to sell customers everything, and therefore no retail spaces are safe,” writes Darrell K. Customer retention in grocery business now more critical than ever.

Retail 153

Retail Competitive Advantage Customer Centricity Innovation 153

Gainsight

JANUARY 9, 2023

An excellent way to begin the new year, we’re ecstatic to announce that Gainsight has received its ISO 27001:2013 certificate. Risk aversion strategies. Gainsight has been developing and enhancing its information security procedures ever since in order to provide the best products with top-notch security for its customers.

Competitive Advantage 52

Competitive Advantage Guidelines Groups System 52