CSM Magazine

MAY 16, 2023

More businesses are recognising the value of outstanding customer service. In fact, 88% of companies now prioritise customer experience in their contact centres. Providing an outstanding customer support experience can strengthen these relationships.

B2B 52

B2B Financial Customer Centricity B2C 52

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. Listen to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

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. Voice of Customer Maturity Today 2. So, what does it mean? Outline: 1.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

ERDM

SEPTEMBER 21, 2018

Extensive Voice of Customer (VoC) research conducted by our firm, ERDM , for clients such as IBM, Microsoft, Gilt, QVC, Shinola and HP, indicates a high level of BtoC and B2B frustration with the poor quality of today's personalization, CX and lifecycle engagement. defined, explicit human data.

Innovation 68

Innovation Tips B2C B2B 68

Second to None

APRIL 12, 2019

In a recent article , Abhi Yadav, CEO and Co-Founder of customer analytics platform company, Zylotech, shared his hot tip on acquiring and retaining customers: relevancy. In order to reach the customer in that manner, you must know them to their core. Customer data is the foundation of a successful customer-centric model.

Omni-Channel 69

Omni-Channel Multi-Channel B2C Customer Centricity 69

CX Journey

JANUARY 27, 2015

We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. While the two are different, to some degree, what do B2C and B2B companies have in common? Customers have the power.

B2C 80

B2C B2B Voice of Customer Innovation 80

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? Benefits of Customer Experience.

Customer Experience 71

Customer Experience Net Promoter Score Customer Journeys Touchpoint 71

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. Based on the company ‘’mindset’’ and approach.

B2B 94

B2B Customer Experience Roadmap Culture 94

PeopleMetrics

MARCH 25, 2022

Customer advisory boards (CABs) can be a powerful tool in your organization's arsenal. They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. How do they work? Back to Top.

Roadmap 118

Roadmap Feedback B2B Survey 118

CX Centric

NOVEMBER 17, 2020

CX Centric Conversations are international and interactive, and always explore pressing challenges related to business growth through Customer Experience. By and large, Customer Experience(CX) and Customer Success(CS) have been viewed as two separate entities. What is the difference between CX and CS?

Customer Success 52

Customer Success Customer Experience B2B Customer Centricity 52

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Second to None

MARCH 21, 2018

Brands that operate in the B2B space have just as much of a responsibility to provide a great Customer Experience to their users than traditional B2C organizations. The ability to capture the voice of your customer and act on these insights can separate your brand from competitors in the industry.

B2B 59

B2B B2C Transportation Voice of Customer 59

ShepHyken

FEBRUARY 22, 2019

My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. Since my Stacy’s Chips incident, I have been fascinated by CX and continue to pay very close attention to how companies deliver unforgettable experiences to win over customer’s hearts – and wallets.

Hotels 108

Hotels B2C Loyalty B2B 108

Confirmit

JULY 7, 2017

For business to consumer (B2C) organizations the customer experience can make or break your brand. Success therefore depends upon understanding where you are delighting – or failing – your customers, and making decisions to improve results.

eBook 40

eBook Consumers B2C Return on Investment 40

Confirmit

JULY 7, 2017

For business to consumer (B2C) organizations the customer experience can make or break your brand. Success therefore depends upon understanding where you are delighting – or failing – your customers, and making decisions to improve results. Voice of the Customer.

eBook 40

eBook Consumers B2C Return on Investment 40

ERDM

SEPTEMBER 21, 2018

Extensive Voice of Customer (VoC) research conducted by our firm, ERDM , for clients such as IBM, Microsoft, Gilt, QVC, Shinola and HP, indicates a high level of BtoC and B2B frustration with the poor quality of today's personalization, CX and lifecycle engagement. defined, explicit human data.

Innovation 40

Innovation Tips B2C B2B 40

Thematic

JUNE 13, 2023

More businesses aim to capture Voice of Customer (VoC) data each year. But only 14% of marketers feel customer experience is their strongest company trait. You already know you need an amazing customer experience (CX) to keep retention high. VoC tools capture customer feedback, storing it in one place.

Voice of Customer 62

Voice of Customer Tools Customer Experience Net Promoter Score 62

Second to None

APRIL 18, 2019

Cultural shifts have led to the adoption of new customer demands and values, pushing companies to evolve towards these changes. In an effort to reach customers in a way that resonates with the current standards, influencer marketing came into existence. Building Trust with the Customer.

Marketing 76

Marketing Customer Experience Social Media Fashion 76

Think Customers

AUGUST 30, 2021

Conversational intelligence According to Forrester, conversational intelligence tools, like speech & text analytics and other voice-of-customer technology, “use natural language processing to capture unstructured data from remote spoken conversations between sellers and buyers.

B2B 59

B2B Sales CRM Video 59

delighted

JUNE 21, 2019

Whether you’re a B2B or B2C company, relevance and longevity in your industry depend on how well your products answer the needs of your customers. According to the Future of Customer Experience Survey by PWC , companies are falling short: “Only 38% of U.S. Companies who understand their customers reap the benefits.

Feedback 53

Feedback Net Promoter Score Effort Score Survey 53

Confirmit

AUGUST 19, 2019

There are a lot of pieces to the puzzle of delivering a world-class customer experience. Before I joined Confirmit as a CX Consultant, I was a practitioner at both small and large companies, working on B2B and B2C programs in a variety of industries. Voice of the Customer Best Practices.

B2C 40

B2C Consulting Software B2B 40

Second to None

APRIL 26, 2019

The same concept is true for the Service Recovery Paradox (SRP), a phenomenon that refers to the scenario in which a customer’s loyalty is increased after a company corrects a mistake, more so than had the mistake never occurred. The SRP is only valid when the customer perceives the issue to be minor or inconsequential.

Loyalty 81

Loyalty B2C Brands Study 81

SurveySensum

DECEMBER 28, 2020

Are you starting your customer experience journey? They are acquiring customers at the lightning speed. . But, they were struggling a lot in retaining those customers! But, they were struggling a lot in retaining those customers! What is the Voice of the Customer? Are my customers loyal enough?’ ‘How

Voice of Customer 98

Voice of Customer B2C Chatbots Social Media 98

Second to None

APRIL 26, 2019

The same concept is true for the Service Recovery Paradox (SRP), a phenomenon that refers to the scenario in which a customer’s loyalty is increased after a company corrects a mistake, more so than had the mistake never occurred. Are brands missing opportunities to increase their customer loyalty by being too good at customer service ?

Loyalty 76

Loyalty B2C Brands Study 76

Wootric

DECEMBER 21, 2018

Last year we blogged about how Wootric prioritizes people, product and process to build products that our customers love. Focus on Machine Learning has paid dividends for our customers. More than half of our CXInsight customers are bringing two or more types of feedback (e.g. Here is a screenshot of one of our customers data.

Analytics 67

Analytics Survey e-support Analysis 67

Second to None

JANUARY 22, 2019

Rather than focus on the new tech that could be implemented to improve the Customer Experience, check out the following organizational philosophies written by Randy Pennington for the Huffington Post. Here are three lessons you can learn from TeleSign about the importance of how you think in enhancing the customer experience: 1.

Telecommunications 48

Telecommunications Effort Score Voice of Customer B2C 48

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Waypoint Group

JUNE 7, 2018

I recently wrote about the importance of leading indicators to improve customer retention and expansion rates in B2B environments. Waiting for financial results is too late; it behooves every company to embed a simple and repeatable set of steps that strengthen customer relationships over time. Here’s why and how. Success = Outcomes.

Customer Success 40

Customer Success Customer Journeys B2B Feedback 40

SurveySensum

SEPTEMBER 19, 2022

It would be that of the customers. In a business equation, the weight is always in favor of the customers. The cliche statement that “The customer is always right.” …is Imagine the positive influence a business can have on its bottom line if it can tune into the voice of the customer. Reduce customer churn.

Voice of Customer 52

Voice of Customer Social Media Feedback Analysis 52

Second to None

APRIL 23, 2019

We are always talking about how CX is a continuously changing practice that shifts to align with the current customer expectations and cultural norms. 1] Yet, the way in which businesses and customers interact today is the result of years and years of transformation that has occurred over the past few centuries.

B2C 84

B2C Transportation Social Media Entertainment 84

GetFeedback

MAY 13, 2019

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

Waypoint Group

MAY 25, 2018

For four days, the biggest brands, the brightest minds, and Medallia partners and customers congregated to discuss best case practices and different strategies that enhance the customer experience for patrons and clients alike. Customer centric alignment is the fuel to create innovation. How do companies become CX leaders?

Conference 66

Conference Customer Centricity B2C B2B 66

Waypoint Group

DECEMBER 3, 2015

As published in DestinationCRM , the article begins morbidly with, “Less than a quarter (23 percent) of business-to-business (B2B) firms have implemented customer experience (CX) programs that lead to substantial annual revenue growth.”. And in order to do that effectively, recognize that B2B customers are rarely ever 1 person.

B2B 40

B2B Customer Experience B2C Analysis 40

Forrester's Customer Insights

JUNE 3, 2016

But how do we pull together and combine our different flavors of insights to get more customer understanding? We're struggling to get our business and operational areas to take action on insights - heck, sometimes we don't even know what happens to the insights we provide. The teams are good at what they do. How should we organize?"

Customer Insights 20

Customer Insights B2C Analytics B2B 20

Pink Guava

APRIL 26, 2020

Not only millions have suffered from disease, death, poverty, loneliness but we are on a brink of recession, slow growth with muted demand, and customer sentiments. Yes, it will be a slow recovery of the economy with business models, customer demand everything having a reset. Pandemic has taken everything by storm worldwide.

Social Media 84

Social Media Financial Innovation Employee Engagement 84

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

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