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

Michelli Experience

MAY 30, 2017

in March 2017, they sold the Craftsman brand to Stanley Black & Decker) and engaging new creditors all in an effort to stave off continued revenue challenges like the $2.2 We may need to adjust our strategic initiatives depending on our members’ and customers’ reactions to and level of engagement with our initiatives.

Customer Experience 113

Customer Experience Retail Social Media Trends 113

CX Journey

MARCH 14, 2017

Image courtesy of aliceheiman No customer experience budget? I recently read an article on MyCustomer about a study that Ovum and BoldChat conducted in which they found that many companies don't have the necessary budget to improve the customer experience. Everything you do is (for the) customer experience.

Customer Experience Professionals 148

Customer Experience Professionals Innovation Technology Advertising 148

Myra Golden

DECEMBER 13, 2017

How did 2017 go for you? Employees still struggling with how to control calls with unreasonable customers? Your customer experience still not where you know it needs to be? Let me give your people the tactics, skills, and inspiration they need so they can deliver experiences that make you feel proud.

Training 51

Training Customer Service Training Course Connections 51

Storyminers

JULY 29, 2018

This post first appeared in CMO Australia in late 2017. Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein. Change by design.

Culture 100

Culture Voice of Customer Fashion Strategy 100

Strativity

JANUARY 18, 2018

Walden has a career in customer experiences, most recently serving as Director of Customer Experience at TeleTech. He was Director of Customer Experience at Ericsson and spent 8 years as Head of Consulting and Research at Beyond Philosophy. He is the author of Customer Experience Management Rebooted, 2017.

Groups 40

Groups Culture Marketing Consulting 40

ERDM

JANUARY 22, 2019

By using customer insights and authentic self-defined preferences, however, it is possible to achieve a fivefold increase in response and engagement rates, as demonstrated in the case study in this paper. Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C).

Customer Experience 53

Customer Experience Video Sales ROI 53

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ERDM

JANUARY 22, 2019

By using customer insights and authentic self-defined preferences, however, it is possible to achieve a fivefold increase in response and engagement rates, as demonstrated in the case study in this paper. Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C).

Customer Experience 49

Customer Experience Video Sales ROI 49

Stella Connect

JUNE 5, 2017

The Journey to Customer Centricity – People Powered, Customer Driven Strategy (Keynote). A customer-centric culture radiates outward, and endears brands to their customers. EVP and Chief Customer Officer, Frontier Communications. An Outside in Customer Experience Strategy for a Brave New World (Closing Keynote).

Call Center 40

Call Center Contact Center Conference CRM 40

Michelli Experience

NOVEMBER 1, 2017

From my vantage point, Adolpho has a lot to teach us about the impact we can have on our team members and customers. Adolpho’s Lessons for Employee and Customer Engagement. Similarly, a few people can make a great difference when it comes to helping a workplace or customer experience become more engaging.

Customer Experience 173

Customer Experience Hotels Consulting Engagement 173

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. Discover the best tools to improve your customer experience. And while customers expect you to put an increasing focus on customer experience (CX), those tools can definitely help — as long as you choose the right ones. by Sam Frampton.

Technology 40

Technology Customer Experience Consulting Analytics 40

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. Discover the best tools to improve your customer experience. And while customers expect you to put an increasing focus on customer experience (CX), those tools can definitely help — as long as you choose the right ones. by Sam Frampton.

Technology 40

Technology Customer Experience Consulting Analytics 40

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. Meet Our Panel of Customer Experience Pros: Daisy Jing. We make it a priority to respond to our customers as quickly as possible. Sasha Tenodi. Wendy Glavin.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40