Customer Guru

FEBRUARY 20, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Experience 78

Customer Experience Marketing Customer Centricity Metrics 78

Second to None

MARCH 9, 2018

Unless a brand replies to 90 percent of queries, and—crucially—does this within 15 minutes (something we at The Social Element have been advising brands to include in their crisis plans for years), it won’t get the coveted fast responder status from Facebook, and it could, potentially, lose customers to those brands that respond quickly.

Social Media 69

Social Media Chatbots Customer Service Brands 69

Second to None

APRIL 11, 2018

You can access the article by clicking here , or by reading below: This piece was originally published by CMSWire on April 11, 2018: “Delivering strong customer experiences (CX) ties directly to your bottom line. Voice of the Customer Programs Grow in Importance.

Trends 54

Trends Customer Experience Self Service Voice of Customer 54

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Second to None

APRIL 8, 2019

Customer service is a make-it-or-break-it operation when it comes to the overall experience. One upsetting interaction can terminate a customer relationship indefinitely. Research by NewVoiceMedia claimed that in 2017, companies lost an estimate of over $75 billion due to a poor customer service. [4] 1] [link]. [2]

Chatbots 82

Chatbots Self Service Customer Service Representative Fashion 82

Second to None

MARCH 5, 2018

By scientifically identifying what matters most to customers and quantifying the ROI of delivering it to them. Fail to understand and deliver what your customers value, and prepare for them to find a retailer who can. This is the new normal across all industries.”

Brands 54

Brands Retail ROI Metrics 54

Second to None

APRIL 18, 2019

A survey conducted by Influencer Marketing Hub revealed that 86 percent of marketing firms plan to dedicate a part of their budget towards the initiative this year; a percentage that has jumped by nearly 50 percent since 2017. [1] 1] Furthermore, Bloomberg found that $255 million is spent on influencer marketing every month. [2] 2,3] [link].

Marketing 76

Marketing Customer Experience Social Media Fashion 76

Second to None

JANUARY 22, 2019

Its response was acquiring TeleSign in the spring 2017. This enables its customers to add features for their customers without having to build backend infrastructure and interfaces. ” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Telecommunications 48

Telecommunications Effort Score Voice of Customer B2C 48

Second to None

FEBRUARY 14, 2018

To learn more about some common customer service trends, check out the following list of six created by Jonathan Steiman for Forbes. This piece was originally published by Forbes on February 8, 2018: “You may still be writing “2017” on forms, but no one can deny that 2018 is in full swing.

Trends 63

Trends Social Media e-support Chatbots 63

Second to None

APRIL 2, 2018

Ora Organic , which sells plant-based, all-natural supplements, saw enormous success after it was featured on “Shark Tank” in February 2017. By nurturing your existing customers, you increase their lifetime value to your company — and develop a strong brand reputation in the process.”

Omni-Channel 54

Omni-Channel Brands Voice of Customer Customers 54

CX Journey

DECEMBER 27, 2017

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it was published on their blog on June 21, 2017. Not seeing the results or improvements you expected to see from your customer listening efforts? Why is that? What's going on? If you have knowledge, let others light their candles in it. Margaret Fuller.

Feedback 118

Feedback Metrics Culture Customer Retention 118

Second to None

FEBRUARY 4, 2020

You can access the piece by clicking here , or by reading below: This piece was originally published by PRNewswire on September 12, 2017. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. SOURCE: Deloitte. RELATED LINKS.

Customer Journeys 48

Customer Journeys Retail Apparel Consumers 48

Second to None

FEBRUARY 19, 2018

Four out of 10 consumers switched companies in 2017 because of poor personalization, according to Accenture’s recent study on hyper-relevant customer experiences. ” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Brands 59

Brands Retail Consumers Guidelines 59

Strativity

JULY 18, 2018

At the top of Forrester’s 2018 prediction is the claim that Customer Experience (CX) programs have hit a wall. Practitioners have generated a great deal of activity around journey mapping, voice-of-customer programs, and implementing quick wins. You need to look no further than the April 7, 2017 incident on that United flight.

Customer Journeys 40

Customer Journeys Tips Net Promoter Score Touchpoint 40

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. 2017 promised such a lot. There was the motivation and there were clear opportunities to really begin to make a significant difference for customers and close the recognised experience gap. What did we hear, what did we see?

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Bob Thompson is an international authority on customer-centric business management who has researched and shaped leading industry trends since 1998. Bob Thompson. Jeremy Watkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Bob Thompson is an international authority on customer-centric business management who has researched and shaped leading industry trends since 1998. Bob Thompson. Jeremy Watkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. She is a Speaker, Author, and Customer Success Influencer. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

COPC

NOVEMBER 13, 2019

With the fast development of the internet, Shouqi Limousine & Chauffeur was built on the idea of brand quality and value, passing on the same excellent service to each and every customer. As the frontline of Shouqi Limousine & Chauffeur, customer service is the key touch point for both drivers and customers.

Customer Satisfaction 8

Customer Satisfaction Voice of Customer Conference Consulting 8

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

Second to None

MARCH 16, 2018

In this complex ecosystem, CX is becoming crucial for companies in order to differentiate themselves, improve customer satisfaction, foster loyalty, reduce churn and ultimately increase revenue. Just to provide few examples, according to a KPMG study (2017) there is a positive correlation between CX and financial results.

Trends 63

Trends Omni-Channel Customer Experience Chatbots 63