Thematic

APRIL 12, 2023

Even more claim they’re customer first. But unless they have a system in place to translate real user experiences into action, then at best they’re wasting effort, and at worst they’re just paying lip service. Afterward, he’d talk to the customer success team about his learnings.

Customer Centricity 62

Customer Centricity Culture Company Omni-Channel 62

PeopleMetrics

MAY 12, 2022

Customer journey mapping can make the crucial difference between driving business success and seeing flagging customer satisfaction, retention rates, and revenue. Creating an amazing customer experience (CX) is an intentional process. Customer journey mapping is a foundational part of that process.

Customer Journeys 62

Customer Journeys Course Hotels Touchpoint 62

ProProfs Chat

DECEMBER 23, 2020

This segmentation process is done by companies on the basis of buying patterns of customers such as usage frequency, customer journey, customer satisfaction, brand loyalty, benefits needed, during any occasion, and more. That means your marketing efforts aren’t focusing on the right customer segment.

Effort Score 87

Effort Score Analysis Knowledge Base Customers 87

Gainsight

NOVEMBER 18, 2019

Yet we’re seeing varying results , especially when compared to our business-to-consumer (B2C) counterparts. We know that trying the same things again—another journey mapping workshop, launching a new survey, force fitting the latest B2C trend—is not the answer. B2C has decades of refinement and standardization in CX.

B2B 9

B2B Customer Experience Customer Journeys B2C 9

Retently

FEBRUARY 27, 2019

Below, we’ve listed 12 proven tactics to increase your average CLV and generate more revenue from your existing customers. When it comes to customer success, onboarding is the process you should spare no effort on in order to ensure sustainable business growth. Provide Value-Packed Content That Keeps Customers Engaged.

Social Media 120

Social Media NPS Omni-Channel Effort Score 120

Lumoa

OCTOBER 31, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of now? Now, luckily for everyone and especially for the customers, more and more brands put more and more effort into developing its customer experience. Recognise your business is about the customer and not you.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Currency Alliance

JUNE 19, 2019

Points are perceived by customers as a kind of currency; underperforming loyalty brands, equally, prioritize this purely transactional insight. More enlightened marketers, on the other hand, see points as a way to keep score of customer actions at many different touchpoints along complex customer journeys.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

Lumoa

APRIL 24, 2018

I’d love to specify from the very beginning, we focus on the Net Promoter System , not only on the Net Promoter Score ( that actually changes a lot ). Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). Why did you give that score?

System 338

System Effort Score NPS Net Promoter Score 338

Currency Alliance

JUNE 11, 2019

Another part of that “something extra” is your own proprietary customer experience. Granted, such efforts have underpinned the early successes of neobank startups. A 2018 study by payments consultancy Optima found that only the Monzo and Starling Android apps allowed customers to do all of the following: log in easily with touch-ID.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. VoC dashboards and reports commonly emphasize customer-facing issues and apparent safe zones.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

APRIL 23, 2020

Customer success is a longer-term strategy that focuses on cultivating deeper relationships with customers by helping them achieve their desired goals for using a platform or application. It spans the entire customer journey, from product development and adoption to customer retention and growth.

Customer Success 10

Customer Success Customer Experience Effort Score Net Promoter Score 10

Qualtrics

APRIL 14, 2021

A quick search for successful CX examples will no doubt throw up case study after case study from iconic B2C companies like American Express , Under Armour , and BMW. At the core, there are some similarities between B2C and B2B businesses — you rely on customers, and for them the experiences you deliver are everything.

B2B 26

B2B Examples B2C Net Promoter Score 26