Peter Lavers

JULY 17, 2017

Here are four reflections that I believe to be seismic changes from working with clients and colleagues in this field over this historic decade, sharing the joys and pain of championing the customer-centric agenda in business. Product-centric business models are dying.

Omni-Channel 72

Omni-Channel Customer Experience Management Customer Experience Management 72

SurveySensum

DECEMBER 22, 2023

So, 90% of the customers we work with will have incentives based on CSAT or NPS scores and it happens in each sector from insurance to automotive to banking even if I don’t like it but there is nothing I can do about it because it is coming from CEO or the board. Want to launch NPS Surveys the right way? Sign up here!

NPS 52

NPS Customer Centricity Survey Feedback 52

NobelBiz

JANUARY 16, 2024

By utilizing the expertise and skills of the agents, businesses can effectively nurture strong customer relationships and foster exceptional customer experiences. The importance of call center campaigns in the customer-centric era cannot be overstated. Why Are Call Center Campaigns Important?

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

Peter Lavers

NOVEMBER 16, 2017

The automotive sector, for example, is in an unprecedented period of market and legislation-driven disruption in its brands, products, markets, fuels, financing, taxation / charging – and channels & media. Pretty much everything described so far has been about what businesses “do” for and to our customers.

Multi-Channel 73

Multi-Channel Omni-Channel Customer Centricity Culture 73

SurveySensum

JUNE 15, 2023

” Well, my friend, CSAT stands for Customer Satisfaction Score, and it’s a simple yet powerful metric that allows you to measure how satisfied your customers are with your products or services. So, you might be wondering, “What exactly is a CSAT score , and how can it help my business?”

How To 52

How To Effort Score Customer Satisfaction Survey 52

BlueOcean

JANUARY 10, 2017

As a long-time customer support partner for one of the largest travel insurance providers in the world, we have deep experience supporting the customer who incorrectly believes he’s covered when he’s not. In fact, with lengthy and complex policies in play – the customer is often “wrong” about the details of their coverage.

Insurance 120

Insurance Policies Contact Center Travel 120

Strativity

APRIL 10, 2018

Likewise in automotive. We need to understand our service from the lens of our patients,co-design with them on a strategic level and measure the impact on them at an experience level.”. The post Creating a Patient-Centric Culture – An NHS Elect Interview with Strativity’s Steven Walden appeared first on Strativity.

Omni-Channel 65

Omni-Channel Culture Automotive B2C 65

ReviewTrackers

FEBRUARY 4, 2019

Just like in retail, travel and transportation, financial services, automotive, and nearly every industry, the old fee-for-service and fix-what’s-broken approach is no longer enough. In order to truly measure patient satisfaction, providers must look beyond patient outcomes. Improving Patient Satisfaction: Keys to Success.

Healthcare 62

Healthcare Net Promoter Score Hospitality Social Media 62

Peter Lavers

SEPTEMBER 6, 2018

The common denominator in Peter’s diverse projects is always ‘customer’, which has enabled him to add value in numerous sectors, including banking, insurance, engineering, automotive, retailing, industrials, outsourced IT, technology, telcos, wholesale food, manufacturing, franchising, luxury, public, education and utilities.

Customer Service 40

Customer Service Automotive B2C CRM 40

Strativity

APRIL 10, 2018

Likewise in automotive. We need to understand our service from the lens of our patients,co-design with them on a strategic level and measure the impact on them at an experience level.”. The post Creating a Patient-Centric Culture, an NHS Elect Interview with Strativity’s Steven Walden appeared first on Strativity.

Omni-Channel 40

Omni-Channel Culture Automotive B2C 40

NobelBiz

FEBRUARY 13, 2024

Seamless CRM integration enables call centers to offer personalized customer service by providing agents with immediate access to customer histories, preferences, and prior interactions. This integration is crucial for delivering a customer-centric experience. All enabled by NobelBiz leading contact center technology.

Call Center 59

Call Center Self Service Software Contact Center 59

Qualtrics

NOVEMBER 12, 2020

Erica Todd is a Customer Insights and Research Manager at CommSec. Prior to her current role, she worked at market research agencies in Australia and the US, gaining experience on projects across a variety of industries, including automotive, FMCG, insurance, fashion, energy, childcare, and electronics. Hear the full interview.

Financial 26

Financial Feedback Customers Automotive 26

ijgolding

NOVEMBER 13, 2018

Today, it’s just as important for B2B businesses to be customer-centric. An outdated view would be that retail customers require more consideration when it comes to dealing with complaints and feedback. B2B accounts can be worth millions for some businesses, so questions and answers have to provide measurable value at the end.

B2B 185

B2B B2C Automotive Retail 185

C Space

JANUARY 18, 2021

So much so that logistics – which has traditionally been a lower quartile category in our benchmark, leaped into the top quartile – up there with highly emotive categories like beauty and automotive. Everything HEB does is in service of the customer and the community. Their Vision Statement is: Because people matter.

Engagement 116

Engagement Apparel Financial Automotive 116

SurveySensum

SEPTEMBER 19, 2022

Integrate insights from customers into decision-making. Every business wants to listen to its customers and take corrective measures. The voice of the customer gives proper insight into what customers feel and helps decision makers to update their roadmap in the direction of the customers’ expectations.

Voice of Customer 52

Voice of Customer Social Media Feedback Analysis 52

C Space

AUGUST 15, 2018

So how can the big automotive brands remedy this? Account Director and Automotive Lead for EMEA at C Space. Ben Moncrieffe is a C Space Account Director and Automotive Lead, EMEA. He leads our global Jaguar Land Rover account from our London office, helping the automotive giant shape its future around consumers.

Automotive 40

Automotive Retail Study Sales 40

Magellan Solutions

JULY 9, 2021

These industries are: Automotive . Most of the time, not investing in your call center service means you are not investing in your customers’ trust. A customer-centric company gains 60% more profit than companies that don’t focus on customers. . Measuring the Right KPI. Consumer Electronics .

Call Center 52

Call Center Marketing Sales Telecommunications 52

Michel Falcon Experience

FEBRUARY 11, 2019

I’ve leveraged the strategies that I’m going to share with you in industries such as telecom, automotive, biotech, uh, some, some different industries that aren’t extraordinarily people first perhaps. Regardless of your position, whether you are customer facing or not. This is how we train our team members.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60