INDUSTRY INSIGHTS YOUR PEERS ARE READING
Choices make or break your customer experience. Design them well and they make life easier on your customers. But leave them to chance and they can drag down your customer experience. I’m teaching a series customer experience workshops for an insurance company. MORE
Do you trap your customers? Do you try to force customers who use one product to use another? By trapping customers into our systems, we believe they’ll learn to like our systems, and we’ll come out ahead. I was once a LexisNexis customer, managing 25 accounts. MORE
The customer base in the automotive industry is changing at a faster pace than ever before. For a few years now, we have experienced an increasing differentiation of customer segments with different interests and demands. MORE
Long after the Affordable Care Act spurred a shift from fee-for-service to value-based , patient-centric care, many health care providers are still at a loss. Enter: The kings of customer-centric service, interaction and engagement—retail brands. MORE
The customer base in the automotive industry is changing at a faster pace than ever before. For a few years now, we have experienced an increasing differentiation of customer segments with different interests and demands. MORE
Its strongest base of fans is with older consumers. I also examined which companies have the most and least MLB fans in their customer bases. Customer experience As a diehard Red Sox fan, I love the opening week of baseball. MORE
My wife doesn’t really know what I do, so how can I effectively communicate customer experience to somebody who’s never heard of it? If they don’t give me a blank look, most folks hear customer experience and ask, “So, you work in a call center?” MORE
Katy Churches, Director of CX at American Family Insurance, discusses the importance of moments of truth in retaining your customer base MORE
Unless your business is focused on a specific age group, targeting one generation to the exclusion of others is not always a good strategy. MORE
As a customer, how many times have you waited to get in touch with a customer support agent on the phone, listening to a monotonous tune or promotions on loop, only to get frustrated and hang up without receiving any response to your query? . AI and Customer Experience. MORE
As your company grows and more customers are added to your care, you will either need to hire more people, or be smarter with your time. To scale your Customer Success team, you will need to segment your customers and apply the appropriate engagement model. MORE
Katy Churches, manager of CX at American Family Insurance, discusses the importance of moments of truth in retaining your customer base MORE
As your company grows and more customers are added to your care, you will either need to hire more people, or be smarter with your time. To scale your Customer Success team, you will need to segment your customers and apply the appropriate engagement model. MORE
San Francisco, California – February 14th, 2019 – PlayVox, An ommnichannel quality assurance and performance management software for call centers and customer support teams, today announced it’s raised $7 million investment from Five Elms Capital. MORE
Managing the customer experience in a large company requires a different set of core skills than in a small company. Large companies, focused on growth and Wall Street expectations on EPS, move all their investment into new products, cutting costs and acquiring new customers. MORE
In the first blog post in our “CRM Contribution Metric” series, we discussed the need to understand and measure the value your CRM brings your organization and shared research that makes sense of these numbers and the variables they are based on. Customer Base Coverage. MORE
We are thrilled to announce that Natero has acquired CustomerLink, a technology and services firm based in Dublin, Ireland. This acquisition strengthens Natero's presence in Europe and expands service and support for our growing EMEA and APAC customer base. MORE
“Customers aren’t filling out our form completely. ” “We just need to teach our customers how to use our website so they won’t call us so much.” Training customers is a losing proposition. Customers form an. MORE
But, in the business world there are certain minimums that a customer can expect, right? The post Are You Looking to Upset Your Customer? Customer Service Are You Looking to Upset Your Customer customer basebecause one size doesn't fit all. MORE
Katy Churches, Director of CX at American Family Insurance, discusses the importance of moments of truth in retaining your customer base. Financial Services MORE
When it comes to improving customer experience, not all retailers are the same. Different business models, customer bases, and product selections prevent a one size fits all approach to providing great customer service. So how can retailers use this trichotomy to guide them towards the best performing customer experience programs? Retail Customer Experience MORE
There are obvious differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases. Traditionally, this was appropriately based on significant differences in expectations from those customer groups. MORE
"Your segmentation strategy needs to be tailored to your unique customer base and resources so you can boost adoption, minimize churn, and maximize expansion revenue.". Customer Lifecycle Management Customer Success Management MORE
Real-time NPS measures enable Aegon to establish operational processes to close the feedback loop across multiple touchpoints MOVING TO REALTIME NPS FEEDBACK Aegon’s purpose is to enable their customers to achieve a lifetime of financial security, by offering tailored products and services meeting the needs of their wide customer base. MORE
The banking industry is operating in a changing environment as its customer base evolves from older, traditional users to a younger, technology-driven generation. MORE
The banking industry is operating in a changing environment as its customer base evolves from older, traditional users to a younger, technology-driven generation. MORE
When it comes to improving customer experience, not all retailers are the same. Different business models, customer bases, and product selections prevent a one size fits all approach to providing great customer service. So how can retailers use this trichotomy to guide them towards the best performing customer experience programs? Retail Customer Experience MORE
You can offer your products and services to customers in another country but learning the culture in new markets is the key to an exceptional experience. Customer Service MORE
It’s one thing to wow your current customer base with sales and marketing efforts, but brands can also expand their audiences by using targeted marketing strategies geared toward the exact audience they’re looking to gain. Market Trends Customer Experience Marketing MORE
While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. Know your customers . Customer Service Online Surveys MORE
What’s all the fuss about the customer experience? This episode explains why the successful companies are using the Customer Experience as a strategic advantage, building a loyal customer base, and increasing their profits. What's all the fuss about the customer experience? This episode explains why the successful companies are using the Customer Experience as a strategic advantage, building a loyal customer base, and increasing their profits. MORE
Most businesses spend the majority of their resources on getting new customers that they tend to ignore their most prized asset: their existing customer base or network. “It Improve customer service. Need help in upgrading your customer care? MORE
Real-time NPS measures enable Aegon to establish operational processes to close the feedback loop across multiple touchpoints MOVING TO REALTIME NPS FEEDBACK Aegon’s purpose is to enable their customers to achieve a lifetime of financial security, by offering tailored products and services meeting the needs of their wide customer base. MORE
There are obvious differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases. Traditionally, this was appropriately based on significant differences in expectations from those customer groups. MORE
You need to establish brand recognition, build a loyal customer base of early adopters, all the while reaching product-market fit on tight resources and with a small, time-starved team. The startup days are the most exciting, yet the most chaotic ones. MORE
SaaS Tattler Issue 83 - Tools to Support Your Growing Customer Base. Yes, we recognize that some companies are a bit premature for a Customer Success Platform. However, that shouldn’t stop them from making their customers successful. MORE
Customer Base Related Topics Amity
JUNE 15, 2017
As your company grows and more customers are added to your care, you will either need to hire more people, or be smarter with your time. To scale your Customer Success team, you will need to segment your customers and apply the appropriate engagement model.
Vision Critical
APRIL 5, 2017
Long after the Affordable Care Act spurred a shift from fee-for-service to value-based , patient-centric care, many health care providers are still at a loss. Enter: The kings of customer-centric service, interaction and engagement—retail brands.
Magellan Solutions
OCTOBER 18, 2016
Most businesses spend the majority of their resources on getting new customers that they tend to ignore their most prized asset: their existing customer base or network. “It Improve customer service. Need help in upgrading your customer care?
Amity
MAY 4, 2016
SaaS Tattler Issue 83 - Tools to Support Your Growing Customer Base. Yes, we recognize that some companies are a bit premature for a Customer Success Platform. However, that shouldn’t stop them from making their customers successful.
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HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 1 HOW TO IMPROVE. CUSTOMER. ERA OF CHOICE HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 2 It doesn’t matter if you’re a large enterprise, small business, or solo. is its customers.
Win the Customer
MAY 6, 2014
You can offer your products and services to customers in another country but learning the culture in new markets is the key to an exceptional experience. Customer Service
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Quadient
JULY 11, 2019
Unless your business is focused on a specific age group, targeting one generation to the exclusion of others is not always a good strategy.
Smarter CX
JULY 16, 2018
It’s one thing to wow your current customer base with sales and marketing efforts, but brands can also expand their audiences by using targeted marketing strategies geared toward the exact audience they’re looking to gain. Market Trends Customer Experience Marketing
Steve DiGioia
JULY 30, 2018
But, in the business world there are certain minimums that a customer can expect, right? The post Are You Looking to Upset Your Customer? Customer Service Are You Looking to Upset Your Customer customer basebecause one size doesn't fit all.
Heart of the Customer
SEPTEMBER 5, 2014
My wife doesn’t really know what I do, so how can I effectively communicate customer experience to somebody who’s never heard of it? If they don’t give me a blank look, most folks hear customer experience and ask, “So, you work in a call center?”
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INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. quickly act to meet new customer expectations. percent) and direct feedback from customers (39. the customer base.
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Heart of the Customer
OCTOBER 23, 2014
Choices make or break your customer experience. Design them well and they make life easier on your customers. But leave them to chance and they can drag down your customer experience. I’m teaching a series customer experience workshops for an insurance company.
Heart of the Customer
NOVEMBER 13, 2014
Do you trap your customers? Do you try to force customers who use one product to use another? By trapping customers into our systems, we believe they’ll learn to like our systems, and we’ll come out ahead. I was once a LexisNexis customer, managing 25 accounts.
Heart of the Customer
DECEMBER 4, 2014
“Customers aren’t filling out our form completely. ” “We just need to teach our customers how to use our website so they won’t call us so much.” Training customers is a losing proposition. Customers form an.
MaritzCX
NOVEMBER 2, 2015
Katy Churches, manager of CX at American Family Insurance, discusses the importance of moments of truth in retaining your customer base
MaritzCX
NOVEMBER 2, 2015
Katy Churches, Director of CX at American Family Insurance, discusses the importance of moments of truth in retaining your customer base. Financial Services
MaritzCX
NOVEMBER 2, 2015
Katy Churches, Director of CX at American Family Insurance, discusses the importance of moments of truth in retaining your customer base
MaritzCX
JANUARY 23, 2018
There are obvious differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases. Traditionally, this was appropriately based on significant differences in expectations from those customer groups.
MaritzCX
JANUARY 23, 2018
There are obvious differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases. Traditionally, this was appropriately based on significant differences in expectations from those customer groups.
MaritzCX
JANUARY 11, 2018
Real-time NPS measures enable Aegon to establish operational processes to close the feedback loop across multiple touchpoints MOVING TO REALTIME NPS FEEDBACK Aegon’s purpose is to enable their customers to achieve a lifetime of financial security, by offering tailored products and services meeting the needs of their wide customer base.
MaritzCX
JANUARY 11, 2018
Real-time NPS measures enable Aegon to establish operational processes to close the feedback loop across multiple touchpoints MOVING TO REALTIME NPS FEEDBACK Aegon’s purpose is to enable their customers to achieve a lifetime of financial security, by offering tailored products and services meeting the needs of their wide customer base.
Wootric CX Blog
JUNE 19, 2019
As a customer, how many times have you waited to get in touch with a customer support agent on the phone, listening to a monotonous tune or promotions on loop, only to get frustrated and hang up without receiving any response to your query? . AI and Customer Experience.
Kristina Evey
AUGUST 18, 2015
What’s all the fuss about the customer experience? This episode explains why the successful companies are using the Customer Experience as a strategic advantage, building a loyal customer base, and increasing their profits. What's all the fuss about the customer experience? This episode explains why the successful companies are using the Customer Experience as a strategic advantage, building a loyal customer base, and increasing their profits.
natero
FEBRUARY 11, 2019
We are thrilled to announce that Natero has acquired CustomerLink, a technology and services firm based in Dublin, Ireland. This acquisition strengthens Natero's presence in Europe and expands service and support for our growing EMEA and APAC customer base.
PlayVox
FEBRUARY 14, 2019
San Francisco, California – February 14th, 2019 – PlayVox, An ommnichannel quality assurance and performance management software for call centers and customer support teams, today announced it’s raised $7 million investment from Five Elms Capital.
Optimove
JULY 11, 2019
In the first blog post in our “CRM Contribution Metric” series, we discussed the need to understand and measure the value your CRM brings your organization and shared research that makes sense of these numbers and the variables they are based on. Customer Base Coverage.
MaritzCX
AUGUST 14, 2014
The banking industry is operating in a changing environment as its customer base evolves from older, traditional users to a younger, technology-driven generation.
MaritzCX
AUGUST 14, 2014
The banking industry is operating in a changing environment as its customer base evolves from older, traditional users to a younger, technology-driven generation.
MaritzCX
JUNE 2, 2014
The customer base in the automotive industry is changing at a faster pace than ever before. For a few years now, we have experienced an increasing differentiation of customer segments with different interests and demands.
MaritzCX
JUNE 2, 2014
The customer base in the automotive industry is changing at a faster pace than ever before. For a few years now, we have experienced an increasing differentiation of customer segments with different interests and demands.
GetFeedback
JUNE 3, 2019
While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. Know your customers . Customer Service Online Surveys
natero
AUGUST 11, 2016
"Your segmentation strategy needs to be tailored to your unique customer base and resources so you can boost adoption, minimize churn, and maximize expansion revenue.". Customer Lifecycle Management Customer Success Management
Centriam Customer Experience Lab
MAY 17, 2018
When it comes to improving customer experience, not all retailers are the same. Different business models, customer bases, and product selections prevent a one size fits all approach to providing great customer service. So how can retailers use this trichotomy to guide them towards the best performing customer experience programs? Retail Customer Experience
Centriam Customer Experience Lab
MAY 17, 2018
When it comes to improving customer experience, not all retailers are the same. Different business models, customer bases, and product selections prevent a one size fits all approach to providing great customer service. So how can retailers use this trichotomy to guide them towards the best performing customer experience programs? Retail Customer Experience
Experience Matters
APRIL 10, 2015
Its strongest base of fans is with older consumers. I also examined which companies have the most and least MLB fans in their customer bases. Customer experience As a diehard Red Sox fan, I love the opening week of baseball.
Andrew Mcfarland
DECEMBER 22, 2014
Managing the customer experience in a large company requires a different set of core skills than in a small company. Large companies, focused on growth and Wall Street expectations on EPS, move all their investment into new products, cutting costs and acquiring new customers.
Amity
JANUARY 4, 2018
You need to establish brand recognition, build a loyal customer base of early adopters, all the while reaching product-market fit on tight resources and with a small, time-starved team. The startup days are the most exciting, yet the most chaotic ones.
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