CX Accelerator

JANUARY 11, 2021

Zappos is a case study on how to create a customer-focused culture. It showed respect for the unhappy/unfit employee, for the other employees (colleagues), for the customer, and for the company. EX, CX, and return on investment all in one simple act! First, his innovative mindset towards customer service and CX.

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

CX Accelerator

JANUARY 11, 2021

Zappos is a case study on how to create a customer-focused culture. It showed respect for the unhappy/unfit employee, for the other employees (colleagues), for the customer, and for the company. EX, CX, and return on investment all in one simple act! First, his innovative mindset towards customer service and CX.

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

ShepHyken

DECEMBER 12, 2016

We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. Sharpen) We went one-on-one with Zappos to get a sneak peek into the contact center famous for their customer service. This is how customers communicate with many of the businesses the choose to do business with.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

Verint

NOVEMBER 15, 2017

We have begun to see the boundaries of the contact center expanding as its functionality encroaches upon other departments within the enterprise, agents gain access to subject matter experts in other departments, and data silos have come together in the interest of improved customer service.

Contact Center 31

Contact Center Customer Engagement Insurance Engagement 31

GlowTouch

APRIL 24, 2020

Research shows that out of the companies that work hard to improve their customer experience, 84% report increased revenue as a result of their efforts. Conversely, businesses that ignore or neglect customer experience are lagging behind their competitors. About GlowTouch. A certified Woman-Owned Business and six-time Inc.

Competitive Advantage 52

Competitive Advantage Effort Score Return on Investment Resources 52

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. What if standards for every role could be defined by customer expectations rather than industry norms? Who can help you make this successful?

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. What if standards for every role could be defined by customer expectations rather than industry norms? Who can help you make this successful? CX champions).

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182