Clarivate

NOVEMBER 7, 2023

Client Profile Industry: Domestic appliances Established: 2021 Challenge: Versuni’s IP team needed to reshape their roles, processes, technology, and data to align with a new commercial business strategy and a smaller setup. Understanding the changes needed A tailored IP legal strategy starts with identifying where change is needed.

Consulting 59

Consulting Case Study Study Technology 59

InMoment XI

NOVEMBER 16, 2023

Elevating Customer Experience Through Strategic Productivity Insights In a recent workshop conducted at the XI Forum 2023 in London by industry experts Simon Fraser, VP, Insights and Consultancy at InMoment, and Simon Hedaux, Founder of Rethink Productivity , the focus was on enhancing productivity to drive experience improvement within businesses.

Healthcare 596

Healthcare Culture Travel ROI 596

GetFeedback

OCTOBER 21, 2019

At the same time, 54% of respondents said that the customer experience at most companies needs to improve. . So although the customer experience has repeatedly proven to be critical to every company’s success, improving it remains a major challenge. What is customer experience management? What is customer experience management?

Customer Experience Management 199

Customer Experience Management Strategy Customer Experience Management 199

NobelBiz

FEBRUARY 6, 2024

This article, inspired by insights from Holly Depies , contact center software consultant and SMS expert at Nobelbiz aims to unravel the complexities of SMS marketing, from compliance hurdles to strategic innovations, equipping you with the knowledge to transform your SMS campaigns into potent engagement tools.

Innovation 98

Innovation Strategy Contact Center Multi-Channel 98

BirdEye

DECEMBER 8, 2023

If you’re looking for ways to set up or streamline your business’s online reputation management strategy, look no further. How to build a strong corporate reputation management strategy? Customer satisfaction: This is about how well your company meets the needs and expectations of your customers.

Strategy 116

Strategy Management Social Media Brands 116

Lumoa

APRIL 3, 2023

We are thrilled to announce our new partner: B2B Customer Experience Agency. By combining expertise in B2B customer experience with Lumoa’s powerful platform, we can create exceptional customer experiences that drive growth. She has supported many listed B2B companies, such as Kone, Wärtsilä and Ruukki in customer experience.

B2B 208

B2B Customer Experience Customer Centricity Consulting 208

SurveySensum

JANUARY 12, 2024

Companies that effectively execute customer experience projects start by concentrating on how they gather and evaluate consumer feedback — Gartner. The emphasis is now on creating personalized experiences that resonate on a personal level, recognizing each customer’s individuality.

Feedback 52

Feedback Engagement Strategy Customer Journeys 52

CSM Magazine

FEBRUARY 12, 2024

Businesses are continuously on the lookout for innovative approaches to enhance their customer outreach and engagement strategies. However, one essential element of customer communication often goes unnoticed – outbound voice communication. Increasing Sales: One of the primary objectives for many businesses is to increase sales.

Communication 52

Communication Strategy Contact Center Software Contact Center 52

TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. The Best Call Center Cost Reduction Strategies. Volume – rapidly address the most common issues that drive most inbound customer contacts.

Call Center 196

Call Center Self Service Strategy Contact Center 196

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

One Millimeter Mindset

MARCH 9, 2021

An enlightened cross-functional customer retention strategy is key to strategic business success. After all, retaining customers is central to business longevity. Because professional proactivity is central to a cross-functional customer retention strategy. You know this. I know this. We all know this.

Customer Retention 102

Customer Retention Strategy Leadership Innovation 102

Vanilla Forums

JUNE 30, 2021

Do you have a customer success strategy ? Are you working from a plan that outlines how you’ll help your customers achieve their goals at each step of their journey? Emilia D’Anzica, Customer Success Consultant at Growth Molecules shared with us the strategies she uses for scaling customer success.

Customer Success 98

Customer Success Strategy Consulting Customers 98

Comm100

AUGUST 29, 2021

As storefronts have evolved, so too has customer service. Now more than ever, customers are empowered to expect more from businesses and get more in return. Customers expect flexibility across channels and a consistent experience no matter how they reach out. Be customer centric.

Omni-Channel 130

Omni-Channel Customer Service Strategies Training Customer Service 130

CSM Magazine

APRIL 11, 2024

When mastering the art of negotiation in the real estate marketplace, understanding the importance of strategy is critical. Consult with Experts : Seek advice from real estate agents or legal professionals to broaden your perspective. Identify Deal Breakers: Know what terms are non-negotiable for you.

Strategy 52

Strategy Social Media Video Transportation 52

CustomerSuccessBox

OCTOBER 19, 2021

Your goal as a business is to reduce churn, increase customer retention, product adoption, and aim for customer success. The underlying theme for all of these is customer education. Research by TSIA shows that customer education can immensely enhance your retention. What is customer education?

Consulting 52

Consulting Customer Success Net Promoter Score Management 52

CSM Magazine

JUNE 27, 2023

Sabio Group and its specialist Salesforce CRM consultancy, makepositive , are to tackle the AI evolution sweeping across the customer service industry as part of their participation at the forthcoming Salesforce World Tour 2023. “AI is no longer a concept of the future.

Consulting 52

Consulting Groups CRM Multi-Channel 52

UJET

NOVEMBER 16, 2020

This is a guest post by Donna Fluss, the president of DMG Consulting LLC. DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. Donna Fluss is president of DMG Consulting.

Contact Center 138

Contact Center Strategy Roadmap Consulting 138

ShepHyken

OCTOBER 21, 2022

She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. Then you describe your general marketing efforts as customer experience marketing. However, customer-centric marketing takes all of that a step further.

Strategy 71

Strategy Marketing Customer Experience Customer Centricity 71

Blake Morgan

MAY 22, 2023

Customers browse online or wander through a stark showroom, order their pieces, and move on with their lives. Here are five customer experience strategies from RH. For $175 annually, customers can save 25% off all full-priced items and 20% off all sale items. 3) Reward loyal customers with complementary services.

Strategy 59

Strategy Customer Experience Social Media Retail 59

Heart of the Customer

DECEMBER 2, 2021

My time as a CX practitioner (as opposed to a consultant) is a bit dated, in that I left that role more than a decade ago. The post Drive Your CX Strategy With Dashboards appeared first on Heart of the Customer. But it’s still important (even more so in my current role) to keep up to date on the state of the practice.

Strategy 78

Strategy Consulting ROI Metrics 78

Experience Investigators by 360Connext

MARCH 26, 2024

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today. Will this approach truly empower customers or is it merely a stepping stone to a fully digital future?

Banking 178

Banking Advertising ROI B2B 178

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Customer experience should be measured the same way - continuously.

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Strativity

NOVEMBER 21, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Think about a great customer experience you’ve had.

Customer Experience Design 52

Customer Experience Design Consulting Customer Experience Touchpoint 52

BirdEye

APRIL 11, 2023

A business strategy template is a must-have tool for establishing business objectives and actions needed to reach your goals. In this article, we’ll share the top business strategy templates and how to use them to plan the future of your business. Table of contents What is a business strategy?

Examples 98

Examples Strategy Analysis ROI 98

Customer Bliss

OCTOBER 4, 2018

In today’s episode, you’ll hear from Karen Ellis , the Chief Customer Officer of San Antonio airport , and Sonya Lacore , Vice President of Inflight Operations at Southwest Airlines. Both women share how they assessed the work that needed to be done to improve customer and employee relations. CX @SATairport Click To Tweet.

Airlines 176

Airlines Industry Strategy Customer Experience 176

Strativity

OCTOBER 18, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. The Why: How CX supports your larger business strategy.

Consulting 71

Consulting Customer Journeys How To Meeting 71

Beyond Philosophy

AUGUST 30, 2019

The Secret of Creating an Effective Customer Experience (CX) Strategy. What is the experience you are trying to deliver to your customers? This is one of our key questions we ask organizations when we consult with them. Marketing, Sales, Customer service, Finance, IT, etc. This does not build Customer loyalty.

Net Promoter Score 141

Net Promoter Score Strategy Customer Experience Loyalty 141

The DiJulius Group

JUNE 24, 2020

In this episode, Dave Murray talks with Dan Gingiss, speaker, consultant, and the author of Winning at Social Customer Care. Dan has a 20-year experience in Corporate America, mostly as a marketer, and eventually as a customer experience guy. He also co-hosts Experience This! Read Full Article.

Strategy 116

Strategy Customer Experience Marketing Consulting 116

Daniel Group

MARCH 13, 2020

Does your customer experience strategy for selling capital goods address the most significant NPS® components? We surveyed 2,400 customers for an equipment OEM with an extensive dealer network in North America. The equipment is generally complicated and requires significant consultative selling. Or Ease of doing business?

Strategy 98

Strategy Customer Experience Net Promoter Score NPS 98

Forrester's Customer Insights

DECEMBER 8, 2020

On December 2, we published The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2020, which is a continuation of the Forrester Customer Experience (CX) team’s study of the consulting market that supports CX professionals.

Consulting 30

Consulting Strategy Customer Experience Study 30

Clarivate

MARCH 31, 2022

Here we examine how bad actors are combining new metaverse / web3 themes with brand names in traditional TLDs and explore options to strengthen defensive registration strategies. An effective defensive registration strategy requires hard data for businesses to make informed decisions based upon the characteristics of their own unique brands.

Strategy 119

Strategy Brands Consulting Industry 119

ShepHyken

MARCH 12, 2021

He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. The key lies in completely resetting the overall buyer strategy according to evolving buyer behaviors.

Strategy 145

Strategy Self Service Customer Journeys B2B 145

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

ECXO

APRIL 18, 2024

Delving into Digital Conversations for Business Survival or Irrelevance, featuring Paolo Fabrizio The European Customer Experience Organization (ECXO) is delighted to announce our upcoming session on AI digital conversations, a topic of utmost importance in today’s business landscape. Born and bred in Milan, Italy.

Insurance 100

Insurance Consulting Travel B2B 100

CSM Magazine

JUNE 22, 2023

In recent years, the importance of effective customer service strategies has become increasingly evident for businesses across various sectors. One aspect of a customer service strategy is to leverage data to create personalized experiences, streamline processes, and improve overall customer satisfaction.

Customer Service Strategies 52

Customer Service Strategies Strategy Customer Service Social Media 52