Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. We’re not saying choose your people over your customers.

Culture 83

Culture Company Customer Centricity Travel 83

Blake Morgan

FEBRUARY 1, 2023

In 2023, companies face a difficult crossroads. It’s never been more important to understand your customers and be willing and able to change and evolve. Understanding Customers Understanding customers is now part of the game. But anticipating needs in a constantly changing environment can be difficult.

Trends 111

Trends Customer Experience Consumers Customers 111

Lumoa

AUGUST 23, 2021

About 77% of small businesses have viewed this crisis as a catalyst for change regarding issues in their practices that were already present. Companies are expecting these changes to be long-lasting and are already making the kinds of investments that ensure they will stick around.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Customer Bliss

APRIL 27, 2018

I’ve put together 8 actions that I use with my clients to clarify what a one-company listening path could look like. These actions also help you and how they should efficiently use the customer listening information they gather, to avoid clutter in the future. 8 Steps to De-Clutter Your Customer Listening Data.

Effort Score 181

Effort Score Survey Customer Journeys Social Media 181

Blake Morgan

OCTOBER 31, 2022

While customer surveys have increased, customer survey response rates have decreased. And while surveys might be free for companies, I believe there is a hidden cost; the customer experience. But now that surveys are free, it has become too easy for companies to smack customers with surveys.

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 103

Customer Success Effort Score Touchpoint Tools 103

Totango

NOVEMBER 27, 2023

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

Report 91

Report Trends Customer Success Self Service 91

Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. Companies winning in customer experience are led by people obsessed with the customer experience and putting customers first in everything they do. There is incredible power in customer-focused leadership.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. So, what’s a company to do to earn an even better CSAT score? Back to the question about what a company should do to ensure even better CSAT scores. The score is solid.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Wired and Dangerous

SEPTEMBER 21, 2020

” Never assume you know what customers value. Customers changed its character completely. William Frisbie purchased a bakery in the late 19th century in Connecticut which he called the Frisbie Pie Company. His company grew, reaching a peak production of 80,000 pies per day.

Hotels 91

Hotels Course Customers Customer Change 91

CX Journey

JULY 27, 2017

Is that one of the favorite sayings within your company? We've always done it this way" is a culture killer, an innovation killer, and employee experience killer, and a customer experience killer. Companies change. Employees change. Customers change. Customer needs change.

Policies 146

Policies Innovation Video Employee Experience 146

Blake Morgan

JULY 29, 2023

There’s a strong connection between investing in customer experience and increasing the bottom line. But what happens to CX budgets during economic uncertainty, inflation, and changing customer priorities? As the markets and consumers change, brands can’t simply stick with what they’ve done in the past.

Customer Experience 52

Customer Experience How To Contact Center Chatbots 52

Comm100

APRIL 27, 2020

Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from. This diversity in communication channels requires that companies structure their workflows and route incoming messages efficiently to deliver on the omnichannel promise.

Omni-Channel 147

Omni-Channel eBook Automotive CRM 147

Blake Morgan

NOVEMBER 8, 2022

What started as a college side hustle is now one of the world’s most recognizable furniture companies, with nearly a billion dollars in sales. Differentiating not just on innovation, but on customer experience. LoveSac founder and CEO Shawn Nelson isn’t afraid to adapt and try new ideas to meet customers’ changing demands.

Innovation 59

Innovation Competitive Advantage Customer Centricity Social Media 59

Eptica

APRIL 30, 2021

Click here to read it on our parent company Enghouse Interactive’s website. You might also be interested in these posts: The changing place of call recording in the contact centre. Share this page on: Tweet.

Call Recording 72

Call Recording Trends Customer Satisfaction Meeting 72

Storyminers

JULY 7, 2020

After all, most people notice obvious differences—like the ones between businesses and brands—more than the little changes within them. The more adaptive companies will excel at keeping pace with their customers’ changing needs. 2017 won’t be a year of ‘one thing changes one time’. 1 Deepen your customer profile.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

Blake Morgan

DECEMBER 15, 2022

Brands Must Stay Connected To Customers’ Changing Demands. Customer priorities and demands are constantly changing. In the next 10-15 years, customers will gain even more power. Sustainability and community involvement are huge to customers.

Strategy 64

Strategy Customer Experience How To Brands 64

CX Journey

FEBRUARY 27, 2019

Here's what happens and why the work is never done: Expectations change. What delights customers today may not delight tomorrow. It's important to always keep your pulse on changing customer needs. ?Customers Customers change. Customer needs, desires, and expectations change.

Metrics 88

Metrics NPS Trends Financial 88

Blake Morgan

JUNE 16, 2023

One of customers’ top demands is self-service. Self-service allows customers to get the assistance they need on their schedules instead of having to wait on hold for a contact center agent. 2023 is the year of immersive experiences driven by growth in AR and VR.

Self Service 59

Self Service Chatbots Contact Center Video 59

CX Journey

FEBRUARY 27, 2019

Here's what happens and why the work is never done: Expectations change. What delights customers today may not delight tomorrow. It's important to always keep your pulse on changing customer needs. ?Customers Customers change. Customer needs, desires, and expectations change.

Metrics 80

Metrics NPS Trends Financial 80

Totango

FEBRUARY 22, 2021

In particular, the pandemic forced companies to redefine and refocus on the customer experience. For industries like retail and hospitality, customers couldn’t shop in stores, dine in restaurants or attend major events anymore, so they had to quickly shift to accommodate these new needs.

Customer Success 62

Customer Success Hospitality Sports Leadership 62

Experience Investigators by 360Connext

DECEMBER 8, 2014

The best companies do this again and again and again. Because just when you think you’ve figured it out, something changes. Departments change their goals. Customers change, too, and sometimes in subtle ways. They view feedback as a gift of enlightenment instead of a punch in the gut.

Customer Journeys 252

Customer Journeys Social Media Loyalty Consulting 252

CX Journey

JUNE 17, 2019

In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. Changing the company's DNA is not a journey for one person to undertake; this is an organization-wide effort. Customers change.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

ShepHyken

JANUARY 31, 2022

Here are 10 practical tips that businesses can use to gain and maintain trust with their customers. In short, a company that builds trust has the potential to make more money. This article shares ten ways to create trust, which in a sense, are ten ways to create a better customer experience. The result is they defect.

Customer Service 64

Customer Service Contact Center Trends Loyalty 64

CX Journey

AUGUST 19, 2014

Many years ago, I worked for a couple companies where that was the stock answer, and it was so frustrating. Or afraid of change? I think that statement is a culture killer, an innovation killer, an employee experience killer, and a customer experience killer. Companies change. Employees change.

Policies 162

Policies Culture Employee Experience Video 162

CX Journey

MAY 17, 2017

When was the last time you took a long, hard look at what you've been doing in terms of listening to customers in order to figure out if it's time for a redesign or a major overhaul? Have there been personnel changes on your team? Have you acquired other companies?

Survey 159

Survey Feedback Social Media Roadmap 159

CX Journey

OCTOBER 5, 2017

Here's what happens and why your work is never done: Expectations change. What delights customers today may not delight tomorrow. It's important to always keep your pulse on changing customer needs. Customers change. Customer needs, desires, and expectations change. The business changes.

Innovation 128

Innovation Competitive Advantage Metrics Culture 128

CX Journey

SEPTEMBER 27, 2017

Yes, even customer listening programs become stale and must be updated. You've made changes to the experience that you want to measure and track; there are emerging trends in the industry and with customer needs; customers change, and new customers come into the fold; and you're offering new products and services.

Survey 114

Survey Social Media Feedback Trends 114

Storyminers

JANUARY 24, 2017

Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. Know more of them by name.

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133

Talkdesk

APRIL 23, 2020

Our expectations as customers have been growing and are now higher than ever. Customers change their opinion about a brand based on a bad customer experience, which shows that all interactions count. However, many companies have not yet addressed the most basic weaknesses in their contact centers.

Contact Center 52

Contact Center Virtual Agent Competitive Advantage Innovation 52

Wired and Dangerous

MAY 14, 2018

The best practices upstart often prefaces their plea for a pet “oughta” or “shoulda” with the words, “Standing in the customer’s shoes.” It sounds like, “At Smith Company they put a Filtabrator 22 in their IVR circuitry yielding a 22.4% decrease in FCR that created a 31% increase in customer sat.

Customer Expectations 70

Customer Expectations Conference Customers Customer Change 70

SurveySensum

MARCH 14, 2024

After working in the CX industry for over 10 years, this much is clear to me – customer satisfaction is THE MOST important pillarstone of your business. And the key to improving it is by understanding your customers and listening to their voices via customer satisfaction surveys. What Are Customer Satisfaction Surveys?

Customer Satisfaction 52

Customer Satisfaction Survey Effort Score Banking 52

C3Centricity

MARCH 18, 2020

For more on this topic, see “12 things you need to know about your target customers” for details on better defining your customer persona. How are your customers changing? The easiest way to be ready for any future changes is to prepare for them, by developing future scenarios in advance.

Marketing 156

Marketing Advertising Brands Consumers 156

ChurnZero

FEBRUARY 17, 2022

9 tips to get your CSMs to adopt Customer Success software. Have you ever worked at a company where the Customer Success team had to beg for its own tools? As CSMs, we spend our days convincing our customers to adopt our tools. As a CSM and a contributor at your company, ask – nay, demand! This is a gift to you.

Software 98

Software Customer Success How To CRM 98

C Space

MARCH 12, 2020

Demand Shock: Some companies are set up to manage disruption much better than others. The bigger risk is that the customers you lose may never return, limiting your future growth potential. The bigger risk is that the customers you lose may never return, limiting your future growth potential.

Tourism 59

Tourism Travel Sales Government 59

Beyond Philosophy

NOVEMBER 25, 2021

Jeanne-Claude’s problem is that his company offers a complicated product, and despite their offering being better than the competition, the competition is winning. . They had compared travel insurance companies across five attributes and then gave each of them a score. gave one company a 72 and another an 85, both out of 100.

Hospitality 78

Hospitality CRM Insurance Travel 78

Experience Investigators by 360Connext

JULY 24, 2019

The levels of transparency and visibility between company and customer changed drastically. One customer could make a big ruckus and get the world’s attention over a weekend, while the corporate PR department clocked out. It was no longer enough to sell to a customer and take their money.

Customer Journeys 110

Customer Journeys Culture Customer Centricity System 110