C3Centricity

MAY 11, 2020

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? For more details on this announcement I suggest you read the Forbes article. It makes both business sense AND customer sense.

Strategy 194

Strategy Customer Centricity Chief Customer Officer CRM 194

Help Scout

DECEMBER 5, 2018

If you’re thinking about investing in customer support software, you’re probably wondering if the cost will pay off. Calculating the return on investment (ROI) of a new tool can be tricky. More customer support teams are focused on driving growth and proving significant worth to the business.

ROI 40

ROI Self Service Software Return on Investment 40

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This is an excellent article to get you thinking about how AI could potentially be a part of (if it is not already) your marketing strategy.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

CloudCherry

JANUARY 21, 2020

Every company needs multiple approaches to gathering feedback from customers. According to a Harvard Business Review article, you may consider social media comments, mystery shopper feedback, review sites, and first-hand observation from frontline employees. Customer support emails and calls are valuable sources of VoC insight as well.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Seaton CX

MAY 16, 2024

To demystify the process of creating a customer journey map, I created the DARMA method. “DARMA” is simply an acronym for the five steps in the customer journey mapping process: Define, Analyze, Research, Map, and Act. Work with the core team to develop business cases that show a forecasted return-on-investment (ROI).

Customer Journeys 52

Customer Journeys ROI B2B Financial 52

VDS

MAY 6, 2020

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. Key questions: How can you cultivate a customer-focused culture within your company?

Strategy 52

Strategy Customer Experience Contact Center Return on Investment 52

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” Key questions: How can you cultivate a customer focused culture within your company?Who

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261