article thumbnail

35 Indicators that a Company Isn’t Customer-Centric

CX Accelerator

The representative on the phone went so far as to tell me that I should try calling my credit card company to see if they had any information about my flights. A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric.

article thumbnail

Do Companies Recognize the High CX Value of Employee Advocates?

InMoment XI

Do companies recognize the high customer experience (CX) value of employee advocates? That means that companies must seek to understand, and leverage, the impact employees have on customer behavior. It is often stated (especially by corporate CEOs) that the greatest asset of a company is its employees. That’s my belief.

Company 529
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

How to Choose a Mystery Shopping Company

IntouchInsight

A professional mystery shopping company not only manages the execution of your program, but is also an objective partner. Whether you’re launching a new mystery shopping program or improving an existing one, third party mystery shopping providers, aka MSPs, are a big help.

Company 290
article thumbnail

Diagnosing And Improving Employee Connection To Company Culture

InMoment XI

Why Is There An Urgent Need For Companies To Do This Now? Covid-influenced working conditions have contributed to employee disconnection from company culture, disaffection, and even emotional burnout, resulting in high prospective churn rates in many business sectors, i.e. “The Great Resignation”.

Culture 260
article thumbnail

The Complete Guide to Conversational AI for Your Business

In this eBook, you’ll learn how companies are using advanced conversational AI solutions, like Verint Intelligent Virtual Assistant, to deliver actionable service and assist their contact center agents in both voice and digital channels.

article thumbnail

How Two Companies Leveraged a Customized Social Listening Solution to Gain Game-Changing Insights

InMoment XI

Check out the three benefits real companies have realized leveraging InMoment’s customized social listening solution. Their new partnership allowed the company to integrate social media content with their VoC data. But don’t just take our word for it! 3 Benefits of Leveraging a Customized Social Listening Solution.

Company 492
article thumbnail

CX Challenges: How to Diagnose Organizational Silos at Your Company

InMoment XI

The term “organizational silos” refers to the condition in which different teams or departments within a company operate in complete isolation from one another. But how do you know if your company is suffering from silos that are negatively affecting the customer experience? What Are Organizational Silos?

Company 260
article thumbnail

Customer Experience Myths Guidebook

What can companies do to find solid ground and move forward successfully? A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance?

article thumbnail

How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. More and more, customers are expecting a better personalized CX. But can retailers actually deliver? So what are the potential solutions?

article thumbnail

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

But many companies wonder about their own CX maturity and how they can start improving their operations and processes to deliver strategic, exceptional CX. As digital channels dominate customer interactions, experiences are critical to get right. That’s why we wrote this eBook.

article thumbnail

Going to Market Smarter in the New Economy

The fight to find new customers and retain existing ones is the biggest business challenge for many companies. In 2022, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses.

article thumbnail

Interactive Customer Survey QA Checklist

It is intended to help companies reduce response bias by making survey surveys are structured correctly. This is an interactive checklist to use when finalizing a customer feedback survey. Learn more: [link]

article thumbnail

Customer Context at the Speed of the Conversation

Reliable communications are mission critical - leading companies are tapping into cloud technology by moving to an omnichannel contact center that lowers costs, plus streamlines IT support processes and the management of hosted software and infrastructure.

article thumbnail

Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

article thumbnail

Customer Experience in B2B

Customer experience has become an essential part of any company's success, but arguably more so in Business to Business (B2B). Not only is it critical to growth, but it can lead to increased efficiency, happier customers, and higher profitability.