Gainsight

OCTOBER 23, 2019

If I was to tell you in 2009 that in just a few years there would be a new category of software almost as prolific as CRMs, customer support, and project management software you wouldn’t have believed me. And now, as we all know, customer success is one of the fastest growing software categories. CSAT/Feedback/NPS.

Software 60

Software Customer Success Tools Customer Centricity 60

Eptica

NOVEMBER 20, 2019

Date: Wednesday, November 20, 2019 Author: Arnaud Dufournet - Chief Marketing Officer How a CX Maturity Model can transform your experience. Published on: November 20, 2019. Technology and data are used to integrate CX across the business, with deep customer insight, skills, and platforms put in place to accelerate progress.

Touchpoint 69

Touchpoint Customer Centricity Culture Leadership 69

Customer Bliss

AUGUST 15, 2017

In 2010, she decided to leave the legal field with the aim to move closer to the actual operations and to focus on putting the customer first. Their first re-assessment of where they are will occur at the end of this year, and they hope to have a fully mature model by the end of 2019. They thought it would cost too much, etc.

Travel 204

Travel Industry Hotels Customer Journeys 204

Qualtrics

AUGUST 6, 2019

To achieve this agility organizations require deep insight into their CX to supplement operational data (O-data) from their CRM systems. Here are the top 4 ways these companies are unlocking the insights needed to win more customers, increase share of wallet, and boost workplace performance. Use product feedback.

Company 48

Company NPS Comparison Brands 48

Gainsight

APRIL 8, 2020

To that end, leaders and team members need to be well equipped to work renewals in an efficient fashion and more importantly, have a clear indicator of early signs of potential risk in the customer base. We leverage Gainsight’s Renewal Center application in order to oversee and manage the business in this fashion.

Sales 98

Sales Effort Score Fashion Report 98

Chattermill

SEPTEMBER 11, 2019

The Relentless Pursuit Of The Perfect Customer Experience: A Netflix Story. by Harry Buckle on 12 Sep 2019. customer experience. What can we learn from Netflix's attention to customer experience? The ultimate example of a company disrupting an industry with customer experience? Share customer insights company wide.

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Thematic

MAY 22, 2019

Sure they don’t use beakers and test tubes… But customer behavior is at the heart of how we evaluate new initiatives. And as we’ve previously shared at Thematic, the fastest growing companies like AirBnB and DoorDash are using customer insights to drive their product roadmaps. A clear case for customer experience ROI!

Exercises 97

Exercises ROI Conference Video 97

Currency Alliance

JUNE 16, 2020

Other initiatives from big brands, such as Orange, were quite simple, but very effective mixes of online and offline engagement that drove huge increases in NPS. But News UK’s ‘ Sun Savers ’ program has managed to drive a lot of additional print sales by giving out free vouchers in the paper, which can be redeemed using a mobile app.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

SurveySparrow

SEPTEMBER 29, 2020

Now THAT’S how you make up for a poor customer experience. Francesca S Nicasio (@francescaSN) December 16, 2019. Lesson #2: Turn Bad Customer Experience Into Excellent Customer Support. The grocery store chain has a no-delivery policy, but the store manager on the line understood her situation.

Policies 59

Policies e-support Customers Examples 59

Pointillist

JUNE 5, 2019

Customer experience is a top priority for organizations in 2019 Customer experience is universally recognized as a top priority by most organizations, regardless of industry or size. It is also about changing customer and employee behavior to drive financial impact.

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

Thematic

JANUARY 17, 2019

Use this post as a guide to lead the way to execute best practice survey analysis in 2019. Customer surveys can have a huge impact on your organization. But if, for example, your Detractors in an NPS survey mention something a lot, that particular theme will be affecting the score in a negative way.

Analysis 98

Analysis Survey Data How To 98

Pointillist

MAY 19, 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? As organizations align their teams around the customer, developing journey-based roles are growing in importance.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

Eptica

APRIL 25, 2019

Date: Thursday, April 25, 2019 Author: Pauline Ashenden - Marketing Manager 5 top priorities for today’s contact centers. Published on: April 25, 2019. Author: Pauline Ashenden - Marketing Manager The last 25 years have seen the rise of contact centers, both within organizations and in the public mind.

Contact Center 75

Contact Center Self Service Net Promoter Score First Call Resolution 75

Eptica

DECEMBER 4, 2019

Date: Wednesday, December 4, 2019 Author: Steve Nattress Why brand reputation starts with effective listening. Published on: December 04, 2019. For example, take a mobile phone operator with a poor reputation for managing customer relationships. Why you need more than NPS to drive CX excellence.

Brands 65

Brands Self Service Social Media Survey 65

Qualtrics

NOVEMBER 18, 2020

Taking fast, meaningful action with Experience Management (XM) to deliver improved experiences is key - pandemic or no pandemic. Volkswagen Australia is obsessed about making life easier for customers, so it is no surprise customer insights are at the heart of every action Volkswagen takes. Accelerate to WOW.

Groups 32

Groups Management Automotive Ecommerce 32

Qualtrics

JUNE 1, 2021

Powered by the Qualtrics Experience Management (XM) Platform , Standard Chartered is using customer feedback to proactively deliver superior customer experiences across every channel - in the branch, through the contact center, and over digital platforms. As everyone knows, change management requires a lot of effort.

Banking 43

Banking Touchpoint Effort Score Contact Center 43

Help Scout

JUNE 22, 2021

Here are a few customer service statistics that serve to emphasize just how paramount excellent customer service can be for your bottom line: 68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences. billion in 2019. Bain & Company ).

Customer Service 128

Customer Service Social Media Self Service Knowledge Base 128

Currency Alliance

APRIL 10, 2021

Certainly that’s the case if the outcome will be greater ROI from the department, and an increase in my brand’s NPS score. The 40-60% of less frequent customers are a far larger commercial opportunity. Capture exclusive customer insight. Your proprietary data tells you a lot about your most frequent customers.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

FEBRUARY 10, 2021

And you also know that if a small investment of your time can produce greater ROI from any department, and raise your NPS score significantly, then that’s time well spent. Push your team to capture exclusive customer insight. Your greatest asset is exclusive customer insight. Demand-action based on KPIs.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

Currency Alliance

FEBRUARY 10, 2020

Thanks to supermarkets’ high customer frequency and good data analytics, grocery chains can dynamically apply different points earning levels based on the available margin on each item sold, FMCG/CPG-funded offers, and insight about the share of wallet they are getting from each customer.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Eptica

JULY 2, 2019

Date: Wednesday, July 3, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Delivering best practice in Voice of the Customer programs. Published on: July 03, 2019. Take a holistic view Collecting VoC feedback has traditionally relied on customers filling in surveys.

Net Promoter Score 62

Net Promoter Score ROI NPS Return on Investment 62