Second to None

MARCH 7, 2018

The ability to curate high levels of customer engagement can help brands to increase their customer retention rate, which can have a direct impact on overall profitability. To learn more about customer engagement strategies, check out the following piece written by Kenneth Adams for Forbes. Pause for a moment.

Customer Engagement 54

Customer Engagement Engagement Effort Score Groups 54

SuiteCX

OCTOBER 22, 2015

While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy.

Customer Journeys 100

Customer Journeys Company Customer Centricity Exercises 100

RapportBoost

DECEMBER 10, 2018

Customer channel preferences are increasingly important, with more knowledge, organizations can deliver better self-service. Optimization of this knowledge can be accelerated by leveraging artificial intelligence , and employee engagement is a powerful force that can be used to drive customer engagement. Knowledge and A.I

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

ChurnZero

FEBRUARY 26, 2021

Hearing feedback firsthand from the customer gives Product teams added context and a better appreciation for the customer’s reality, which can be an eye-opening and perspective-shifting exercise. It’s a huge [customer] lifecycle,” says Matt. Customer Success Around the Web. Matt Kearns, Sr.

Customer Success 59

Customer Success Company Management Roadmap 59

Russel Lolacher

JUNE 15, 2021

The customer calls it “shopping elsewhere.”. The customer sees it as wait time. Sharing the same vocabulary with your #customer puts you on the path to a more customer-centric culture. We can’t forget that improving organizational health improves customer engagement. You call it processing time.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

ClearAction

JANUARY 20, 2020

How would your customer-centricity improve if organizational charters and job descriptions were re-framed in terms of “why are customers paying for this”? Engage each business unit in their own workshop with business-savvy cross-functional representatives. Organic customer engagement has highest viral power.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

ClearAction

JANUARY 20, 2020

How would your customer-centricity improve if organizational charters and job descriptions were re-framed in terms of “why are customers paying for this”? Engage each business unit in their own workshop with business-savvy cross-functional representatives. Organic customer engagement has highest viral power.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90