Alida

OCTOBER 2, 2017

That’s the topic of our next webinar, Diagnosing disruptions: De-risking decisions in health care’s digital age , which features a digital strategy expert in the health care industry. For almost three decades now, Ed Bennett has been working with health care organizations to develop their digital strategies.

Self Service 100

Self Service Strategy Hospitality Social Media 100

Kerry Bodine

JULY 31, 2017

Back in May 2014, I wrote a post titled The Connection Between Customer Satisfaction & Stock Price. The American Customer Satisfaction Index (ACSI) had recently made headlines, along with a 13-year financial analysis of the publicly traded companies in the index. The data was similar a year later.

Customer Experience 180

Customer Experience Analysis Customer Satisfaction Financial 180

Comm100

FEBRUARY 19, 2021

Buzzwords come and go in the customer experience world, 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 Experience 334

Customer Experience Consumers Study Brands 334

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

Customer Bliss

MAY 25, 2017

Let’s talk for a second about positive customer experience. Positive customer experience: Do companies “get” it? But customer experience is more important these days, because people have more choices. The experience, and/or what the customers could give back to the brand (customer listening), was not valued.

Customer Experience 210

Customer Experience Customer Retention Innovation Customers 210

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

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 223

Customer Service Chatbots Banking Engagement 223

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

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

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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

SurveySensum

OCTOBER 27, 2020

Irit Eizips is the Chief Customer Officer & CEO at CSM Practice. Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013. Why did you choose Customer Success and what was your background?

Customer Success 59

Customer Success Consulting Chief Customer Officer Customer Centricity 59

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

CSM Magazine

DECEMBER 6, 2023

CommBox, the pioneer in AI-powered customer communications, is launching its new generative AI solution. Era AI’s functionality scans enterprise knowledge sources and, in just seconds, provides customers with accurate, highly personalised information through the digital messaging channel of their choice.

Customer Service 52

Customer Service Self Service Telecommunications Chatbots 52

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

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

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

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

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

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

PeopleMetrics

MAY 22, 2015

Because improving customer experience involves people, complex systems, and ongoing measurement, customer experience strategy can be a complicated task. By breaking down CX strategy into a series of focused actions, we can help clients aim for short-term targets in the interest of long-term results.

Strategy 48

Strategy Customer Experience Case Study Employee Engagement 48

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 124

Net Promoter Score Company NPS Effort Score 124

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